Total Vision Pleasanton - Pleasanton, California

Yongrui Wang

This review is for two parts:
(a) I had an eye exam given by Dr. Bonnie Lou. I think it is good, and she is friendly and professional.
(b) About the eye glasses center:
(visit 1) After having the eye exam, I was directed to the glasses center directly, without giving my prescription beforehand. A little bit creepy, right? So I basically went with them, thinking their service should be good. The specialist on that day is generally not helpful, and seems unwillingly to go through all of the options. That's still ok for me, as I am quite experienced on glasses. And I tried to find a frame and ordered lens from them.
(visit 2) About one week later, I was noticed the pair of glasses have arrived, so I went to pick it up. I immediately found that the lenses are much thicker than the pair I currently have (from LensCrafters 4 years ago), while the prescription is exactly the same, and both of the lenses are supposed to be high index 1.74 ones. Also, the horizontal length of the frames are almost the same, which means the thickness on the horizontal edges should be similar between my old pair and the new pair. Anyone with some experience about glasses will know something is wrong, most likely the lens is not index 1.74, but some lower index, like 1.67.
After presented my concerns, a specialist talked with me.What she was doing was basically trying to fool me. She even proposed to put the eye centers of the lenses on the centers of the frame. It's so unprofessional! After several rounds of arguing, she finally decided to send the pair of glasses back to the lab and see if they will do something to make the lens thinner. What I was expecting is that they will replace the lenses with the correct ones.
(visit 3) About two weeks later (today), I went to pick the pair of glasses. What I found is that the edge of the lenses have been polished to kind of make it appear thinner. It's definitely something ridiculous to me, not mentioning that the lenses are still thicker than my old pair. Again, a specialist talked with me about my concern. This one seems even more dishonest, and tried to fool me all the time by mixing the vertical direction with horizontal direction. I felt basically humiliated. Anyway, they would not offer refund, and I basically wasted about $600 and the eye insurance for this year.

UPDATE: Today (11/06) the district manager Marisol called me about my concerns, and I went to the office to talk with her. She has quite some experience and discussed the issue with me. Finally we realized the index could be correct, the increased thickness is likely caused by the new lenses are not as flat as my old pair. She offered to replace the lenses with flat ones. The experience today is quite helpful and let me feel that they do care about customers. Thanks Marisol for your help!

Mihaela Ifrim

This place is amazing! All of the doctors are great: they take the time to listen to you, they explain their reasoning without imposing anything or making you feel silly for asking. Absolutely a stunning place with great selection of frames ! Loved Clarissa! She is just wonderful, and very very very attentive to all requests. Prompt and professional! I have been with them for more than 10 years and they never stop amaze me! Thank you for being such a great place! Thank you Clarrisa and thank you Dr Lily Nguyen!

P j

Thank you Suji for your continuous, optimistic, and professional support that I receive from you every time I speak with you. You are such a delight to know and I have been very lucky to be able to work with you. You have taken great care to ensure everything is done with such high standards and I am forever grateful.

Adelina Pechard

If I could give 0 star I would. I’ve been going to foothills optometrist since 2010. They have always been professional and friendly until it changed to total vision. The doctors are professional and friendly. However, technician staff are so rude especially the blonde middle age technician as well as the Asian girl Linda. Why are you in medical field work but has no compassion? Go work for the black market instead so you flight and argue like you are from the ghetto.

Chengyao Jiang (Edward)

Although most of the Foothill Optometry employees do little to impress me, this one visit in particular I met a very, very professional worker who did absolutely a great job in assisting me find a new pair of glasses. The worker, Chris, is very patient and bases himself around the customer’s needs. He answers questions in a very professional manner and the way he does things makes him seem like he cares a lot about his job. He also does measurements for a new pair of glasses, which is something other places don’t always do (in my experience). Again, he is a very kind and patient person, and very easy to communicate with. Thank you Chris!

Jamie Yu

We have been Foothill Optometry customers for the past 10 years, but the place has gone down hill so fast in our most recent visit. They are charging co-pay which we are not responsible for in the past 2 years all of a sudden. VSP is not out of network, but they didn't inform us until all the exam and glasses were selected. Customer service is pretty bad. We will not go back, this place is not the same, unfortunately.

Christine Harkness

I feel like they should remove all the reviews pre-TotalVision because this is NOT the same place. I've been a patient for over 10 years and will be going elsewhere. They are now trying to charge me for a copay from 1.5 years ago that I should not be responsible for. They keep the designer glass cases and send you away with cheesy replacement. Just do far away from Dr Lui's standard
Bummer

Ramesh Powar

I was happy customer of Foothill Optometry for last 7 years but not any more. With Total vision taking it over, this has become a worst Optometric one can visit to. We had to visit this place several times in last few months just to get accurate contact lens prescription for my teen age daughter as they made mistake and provided completely wrong prescription, my daughter could barely see anything and that's when we realized something is not right. It took them more than three months to get the order finalized.

Most importantly, I experienced absolutely horrible and extremely rude customer service (after calling them three times), when I called to cancel order for the contact lens within an hour after we placed the order. I have never received this kind of response from a customer rep in last 20 years. They just don’t CARE. Certainly, this place has gone down the hill..so fast. Avoid this place at any cost !