James W. Kelsey, OD, Hawthorne CA

The staff is very helpful. They are also following safe covid19 practices. Picked up my second prescription eyeglasses.

The receptionist and the other lady, Terry, are rude and lazy, one of them cant even talk on the phone. Im not sure if Terry is the manager, if she is then they are in trouble. Next time just put me straight to Alex, he seems to be the only one that knows whats is going on.

Rude receptionist and the cost for contact exams are too high. I suggest you call other places to find cheaper deals.

They are very nice and helpful. They try to work with you the best they can. They are awesome.

The life of this place is Alex. He's super nice he knows exactly what he's doing super professional and over the top with his job. He makes that place great he's been there for so many years. Thank you MR. ALEX!

Two stars are for Alex. He seems to be the only staff that knows how to communicate with patients at this office. Calling is frustrating. The ladies that answer the phone are slightly rude (training on how to properly communicate is important) and the office manager is never helpful. They had issues initially even finding my insurance because it had a very specific program name that is not listed in my enrollment paperwork or on my insurance card. The receptionist chastised me for not knowing and informed me that they probably don't accept it at that office. Eventually she did find it because I assured her it was under United Healthcare and low and behold it was. They lady at the desk even charged me for something my insurance covered and then blamed me for not saying anything before she did it. I didn't know what the charge was for as she asked me for my card and ran it. Alex caught it, fixed it, and did not blame me for their mistake and in-fact apologized.

The doctors that I met with were nice and did their job.

Just got off the phone with them and again I am left dumbfounded how unhelpful they can be even with just basic conversation. Since Feb 2017 my frames have broken 3 times on their own. The frames seems to split apart from the pressure of the lenses. Alex helped me out and replaced them twice and even had the lenses recut to prevent it from happening again. I'm over replacing them at this point and just wanted to see what options I had for getting new frames. I wasn't sure if I could file a complaint with my insurance and was asking for advice on how to remedy what I considered to be defective frames.

I asked if this is an issue that is specific with these frames or how they were made. She responded with "our frames are quality" and that my insurance company sent me bad frames. These frames are sold in their office. I was left speechless at such a generic response devoid of any thought or care. Keep in in mind that I'm asking about purchasing another set from them, as I didn't think it was really their fault, up until this point. Nope. I'm done. They must be cool with the number of patients they have and don't need anymore because that's kind of how the manager was acting when I tried to seek out a solution that involved me spending more money there.

I think this is also the same lady that wasted my time after my frames broke the first time without cause. I asked how long it would be for replacement frame to come in and I came in after the specified time. She then informs me that they needed to ensure my frame couldn't be fixed by adjusting a screw and no frames were ordered until they verified it wasn't a screw. Apparently, I am unable to discern without professional assistance if something is broken and not just a loose screw. This was unfortunate as I only had glasses at the time and had to work for several weeks with my glasses taped together.

If Alex ever moves to another office I will go there because he is the only employee that seems to care and try. The rest of them need some serious training on the phone and in their attitude. I would recommend this office only if you could avoid the front desk staff.