Eye Care Professionals of WNY

I've been going here for years across multiple prescriptions for my wife, two of my kids and myself. Probably more than 15 pairs of glasses between us all. I've never had anything but a positive experience.

Came in with my friend. Two of the ladies at the desk where rid and had an attitude for no reason. Would not waste my time or money coming here.

Worst service ever! I called 3 times after the 2 week wait for an ETA on my sons glasses. I was told they aren't in yet and to call back. Then the final time I called the woman checked into it further and told me they were never even ordered. Mind you my son needs his glasses to see. Now I have been waiting 2 weeks for a replacement frame because they already broke, only had them a month. Wish I read the reviews before wasting my time and money.

I called this morning to ask about getting some lenses replaced. I was told that it was possible, but I’d have to come in to talk to somebody about that.no appointment needed! Great! I drove right over to have that talk with somebody. I showed up, and the woman behind the desk asked for some info to pull up my account. She said my prescription was out of date and I’d need to make an appointment for a new prescription. I’m fine with that.but why did I have to drive there to hear that? Three clicks of her mouse and 10 seconds of her looking up my account would have saved me driving there. How about on the phone; “Let’s look up your account and see if your prescription is still eligible to be replaced before you drive here”? Poor customer service. I’ve been a customer for a while here, but it’s time to move on.

By far the worst experience I’ve ever had. They bully you into putting more coatings on your glasses even after saying no several times. They tell you that your insurance is fine, then when the bill comes, they screw you over. Never going back here.

First time using them has been a nightmare. Got new glasses with same script I have had. These glasses now cause me to see double at night. Went back and their solution was to tighten the frame. That didn’t help. Now can’t even get someone to speak with me. If that is t bad enough my wife has been waiting over 5 weeks for her glasses to be delivered. Went in this morning and they were “too busy” to speak with us. Worst experience ever.

This was the best place to go to for my eye care despite my insurance not being the greatest, I didn’t mind footing a large bill for excellent quality eye care. I’ve noticed that the front office staff are completely disconnected from “patient-centered care” and today I felt like a customer they were just trying to make a sale to and then to get me out the door. Today I went to my annual appointment and figured I would pick up boyfriend’s lenses for his sunglasses on an order they had messed up months ago. He had talked to them on the phone an hour prior to my arrival and said it was fine. I ask for the lenses and they tell me that I needed to bring back his sunglasses so they could pop out the lenses they mistakingly gave him otherwise they would have to pay for the mistake they made? Even though none of this was mentioned on the phone, literally an hour prior to this interaction, I wouldn’t be able to pick up his lenses today. That was just the tip of the iceberg with this irritating visit. I’ve had the same pair of Ray-ban frames for 6 years which are still in excellent condition and before I could even tell the optician that I wasn’t interested in looking for a new pair of frames, she rushed me over to the wall to pick out a bunch of pairs so I could put on a “fashion show”. She assured me my insurance would cover the majority of the cost for my new glasses and that I would only have to pay ~$170 for new frames and lenses with the additional new blue screen lense material. I had inquired about the discount my insurance gave me late last year for 6 months worth of contacts and if that would effect this discount I would be getting on my glasses today and she assured me it would be covered. I pay and leave and an hour later I receive a call from the same optician stating that I’m not eligible for new glasses until November 2019. She stated that if I want the glasses in two weeks I could pay ~$450 with that being a discounted rate from ECP and for just the lenses alone with my old frames would cost me ~$350. Patient-centered care is no longer a value at this establishment and I will be taking myself along with everyone I recommended to this place elsewhere. The doctors at this facility are among the best, but I refuse to waste anymore time and money with the staff who can’t seem to grasp how patient-centered care works.

Selection of eyewear is great but the level of customer service from the front desk is nonexistent.

Didn't like this place. Despite buying glasses from them and going to their Dr, they still refused to tell me the pupillary distance for my eyes. They had the measure but refused to share it with me. That just seems petty.

While DR. Downey is amazing. Their behind the screens insurance people are rude. Despite asking several time both on the phone and in person to verify my insurance policy they assured me i was ok and paying. I was not ok and my plan didn't cover my upgrade. After i paid for it! They wanted additional money to cover something they assured me I had paid for. Failure to do what i asked and check something as basic as insurance coverage is literally your job. Save your self money and dont go here.

Alway an ordeal. Agree.front desk people are horrible beings who dislike working w others. This place is always my last resort. Do yourself a favor and go to an ophthalmologist for an exam. They are MD with med school training. This place is staffed w optometrist.trade schhol training- as much doctors as dr. Dre

Very rude receptionist! She was busy on phone with some other employee and took her sweet time before attending me. And after completing the transaction she tossed my card towards me!
This is a very expensive place where the customer service is zero. Btw the receptionist name was Amanda! I wonder if someone doesn’t like customer service job then why do they take such jobs?
Your customers are the reason you get a paycheck bud!
I will be looking for another place next!

Liked my Dr but the front desk is way too painful to deal with. Poor communication and when you ask a simple question it's like your ruining their day. Finally decided to never go back.

Loved the actual optometrist. Other than that no one was remotely friendly and it felt like they were just hearding cattle. Very short, borderline rude.

DO NOT GO TO.

I don't even feel comfortable giving one star. Worst customer service, the doctor was very rude. I had to wait over a half hour to be seen, and the office is very slow. I did not expect to be at the office for over an hour and a half. Bottom line, I wouldn't recommend this place to anyone I know.

If you like being talked to like a child this is the place for you. If you like someone else telling you that you may not have the prescription you paid for so you may comparison shop this is the place for you. If you like asking for contact lenses that have worked well for you for years and being told no because some people use them for too long (seriously) this is the place for you. If you like to be told your prescription needs to be finalized with an in-store visit, but then having it magically be finalized without you being seen at all and then mailed to you this is the place for you. Save your money and go to a place where patients are valued instead of only viewed as a dollar sign.

Amazing staff, friendly, very helpful. The exam with Dr. Downey was extremely thorough. My experience with the opticians had been very personalized. I have previously never had someone tell me how well my frames should fit. Michele and Heather helped find me a frame that contoured with my cheekbones and followed all of my features. The professionalism and honesty they displayed is very refreshing. When it came down to the pricing I have no insurance and they applied a complimentary discount that was approximately 40% off. Why shop anywhere else? This has been an unforgettable experience. I have received so many compliments on my eyeglasses. I am thankful to have found this place.

I have never needed my eyes examined before, this was my first experience at an eye doctor and it was a fantastic one. Great staff, great opticians, excellent doctors and care from everyone I came in contact with. I did not have any insurance at the time of my visit, but still offered me a great discount and package for eyewear that I was more than satisfied with. I would highly recommend this place for anyone who is looking for professionalism and compassion with their eye health care. I will be referring friends and family here FOR SURE and be coming back for many years to come! Thank you ECP staff.

Dr. Anne Downey.best in town. This woman knows her stuff. I have 100% confidence in her. Amherst staff. GREAT! Excellent eye care choice.

Worst experience I have ever had. The front desk were incompetent and nasty. The eyeglass fitters were rude. Then even when calling in to complain to management got absolutely no apology or resolution. STAY AWAY!