Palo Alto Eyes Optometry

I can't say I write a lot of reviews about optometrists but had a great experience there so I thought I would share. I went in for exam and glasses and they answered all 101 questions I had.
The whole experience was very enjoyable and I would recommend them to anyone looking for an eye exam and glasses.

To be clear, this review only pertains to ordering eyewear; we did not make use of their other services.

My mother in law requires special lens for her glasses (progressive multifocal lens). She tried to order them through this store, and was told they would take several weeks. At the end of that time, she contacted the store again and was told that the lab needed more time and that the glasses would be ready a week later.

This pattern played out over three months. I called multiple times; she called multiple times. Each time we were told that the store was contacting the lab and were given a new deadline. Each time when the deadline rolled around, the glasses were still unavailable. I asked to speak to the manager; I asked the manager to call my mother in law to explain (which he did.) But we never, ever got the glasses until my mother in law, frustrated beyond belief, went in for a refund.

To be clear, I don't blame the store for the delay. The prescription is indeed hard to fill, as the prisms are 9 and most labs can't handle more than 8. What I DO blame them for is not making this situation clear to us and wasting so much of our time and energy on what was ultimately a wild goose chase. In contrast, I recently called a store in Fremont and explained the situation. The employee I contacted voluntarily called three labs in New York, found that none of them could fill the prescription, spoke to her manager and came back to advise me to ask the optometrist if he could modify the prism requirement. Now THAT is what I call customer service.

If Palo Alto Eyes had simply clarified that the lab was unable to provide the lens the first time around, refunded our money, and asked us to try another store, I would have had zero complaints. But they instead put us off repeatedly with promises they were unable to keep, compounding our frustration and delaying her from getting her glasses. Please try to be more transparent with your customers in the future.

Really great service! I came here because a nosepad fell on my glasses. They were kind and helpful and fixed the issue quickly.

This is not my first time at Palo Alto Eyes but it will be my last. Something has changed with the store (I believe it has changed owners). The employees do not display experience or customer service and the quality of care is lacking. I had my eyes tested and order 3 pair of glasses. Two pair were incorrectly made and were sent back for replacement. I returned to the store 2 times to pick up my glasses. Second time they handed me the glasses without cases. When I asked for cases, I was told I had already received my glass cases when I paid for the order. That was not true (who receives empty glass cases before getting the glasses??) I ended up having to raise my voice to get the man's attention and have him understand that I was not leaving without 2 glass cases for my $2000 eyewear. A customer should not receive this kind of treatment when spending money in the store. I do not recommend Palo Alto Eyes Optometry. I would not waste my money and purchase from Warby. Very friendly and accurate.

Thank you for helping me with the frame! One of the nose-pads broke off. It was difficult to replace but you did it. I appreciate your service and competence.

I brought in my two daughters for their eye evaluations with Dr. Aung a week ago. My five year old felt right at home and was willing to let the technician do all the necessary testing as well as capture images of her retinas. Her eyes are looking nice and healthy just in time for her to start kindergarten in the fall. Dr. Aung was very patient with her and although my daughter knows all of her numbers and letters she is often quite shy and thankfully Dr. Aung has many different ways to check her vision that do not all rely on my kids responses.
My 19 month old was not as willing this visit to allow her to look long into her eyes. I have good faith in Dr. Aung and her staff. They were all extremely friendly, all still compliant with the current COVID guidelines for health care workers which requires all persons in medical facilities (staff as well as patients) to wear masks. They also cleaned all instruments in front of us which made me feel more comfortable as well. For me if I don't see it cleaned in front of me it didn't happen.

Last but not least the office looks so new. They have expanded the office into more space in the building and I couldn't be more impressed with how everything looks. It is so beautiful.
Thank you again Dr. Aung and staff for taking great care of my kids. We will be back next year!

I have been a customer for more than 25 years. I have a difficult prescription and I have to say the transition to Dr Aung has been seamless.

This was the best experience that I've ever had at an optometry place. I needed a last-minute appointment and the administrative staff fit me right in. They were courteous, professional and took the COVID-19 precautions seriously and made me feel safe. The most important part for me was the doctor, who was truly amazing. Dr. Yang, OD was extremely knowledgeable, efficient, and made me feel cared about as a patient even though we had just met. I had a full exam and asked a lot of questions and she was perfect. I also needed some things scanned and sent to different places in specific formats and they completely accommodated. I wish all of my appointments could go this smoothly and that I could encounter staff with the level of bedside manner and professionalism. Thank you so much Dr. Yang and team!

Very welcoming staff. Austin repaired my brothers' glasses in a very short time and a professional manner. I would highly recommend this place. Thank you guys.

Drs. Aung and Most are terrific. But the staff needs much better training.

1.) Glasses were ordered with the incorrect prescription. 2.) Then, then when replacement came in, I never got a call saying they were ready. So I called (1.5 weeks later) and was told they still hadn't arrived. When I persisted, they were suddenly found.

Unnecessarily stressful 3-week-long experience prior to major travel.

I left my appointment feeling rushed and unwelcome. I was hurried into choosing a pair of glasses in matter of minutes and the diagnosis of my eye exam was far different from any I've had before. I was unpleasantly surprised with this establishment and would not recommend it.