Ballard Optical

I didn’t have a very good experience at Ballard Optical and not for the reasons you would think. I would describe the office staff as, «bothered» and the overall culture just doesn’t line up with my definition of good customer service.
I made the appointment and it took 3 phone calls to solidify that, for whatever reason. Dr. Schneider was good at explaining what he saw but honestly made me feel a little stuck about which contacts to choose. I asked for «affordable» contacts and his reply was, «well, affordability is relative». Right, Dr., I realize that…
Then it came time to order my contacts. I got three different explanations of my insurance benefits, but the optician’s were correct. She seemed tired and bored while I was asking questions, but I called later and placed an order. My order was confirmed, 5 – 7 business days. That is definitely the longest I’ve ever waited for contacts, but okay.
I called on business day 5 and asked when they would come in to plan my week and she said, «probably Monday, but no worries, they are definitely on their way».
Buuuut they weren’t. I called after 3 weeks and was informed they were never ordered. Okay, now I totally understand mistakes happen and that’s totally fine, but how you deal with them is key. She said she was sorry and that’s it. I knew I would be going somewhere else at this point, so I called back later to have my prescription sent over to another optical center and to voice my concerns. This was the only time the receptionist I talked to seemed to care at all (I talked to a few different ones at this point). She said she would try to make it right. Dr. Schneider called later that night, apologized and then said, «Now, I’m willing to drop a sample by your place to get you through». I told him not to bother, I didn’t want to take up his time, especially if I wasn’t going to place an order.
The tone of that exchange seemed like it was something he had to do, but really didn’t want to. Bothered. I could see a sample if the shipment was a little late, but for completely forgetting my order, maybe a discount on my order would have been better.
So, to sum it up, yeah they made a mistake… But I just really don’t like the people there.

They fixed my frames, yet again, without charging me a dime — although I did not buy the frames from them. Now THAT’S service… I was totally amazed, yet again, at their customer service — and would recommend them without hesitation.

If not for outrageously flawed bookkeeping I would have given this company 4 stars. But we received a «collections» threat in the mail following a long silence.
2 or 3 months ago I had asked the optometrist himself to look into our account. We believed we had paid in full but had received two bills after that. He said he would call me back if we did indeed owe a balance. I did not hear from him. Now, after 2 or 3 months we have received a notice in the mail threatening to send the same bill I had asked the optometrist about to collections unless we contact them within a week.
Incompetent bookkeeping reflects so poorly on an otherwise competent care giver. I have encountered this problem on other occasions with a few other companies and find it very aggravating to have to waste my time straightening them out. I’m going to start asking for a discount if they want to keep my business.
Robert

IMPORTANT — Dr. Mason Schneider is now the only doctor in this office, and he is awesome (Dr. Kimpton has retired, thankfully). I am someone who never wore glasses until my 40s and I only use over-​the-​counter reading glasses. Every eye doctor I have seen has acted like I was a criminal for not wearing prescription glasses all the time, but Dr. Schneider is the wonderful exception.
Dr. Schneider is very thorough, explains what he is seeing on the digital photographs taken of the retina, had fun showing me under a black light how funny-​weird the whites of my eyes looked with the florescent eye drops used during the exam, and most importantly was totally about function rather than trying to up-​sell or guilt trip me into getting prescription glasses. He also is not insisting that I need to come in every year and because of a minor issue noticed in the exam, offered to bill the exam to my medical insurance rather than me having to pay $ 174 out of pocket (cost of comprehensive exam for those who don’t have VSP or other vision insurance).
I am giving 5 stars because of Dr. Schneider’s patient interaction and perspectives on eye health and vision correction. My only criticism/​concern about the practice is that Ballard demographics are quickly changing to a younger population, and in general Seattleites are tech savvy. For this reason, having an up-​to-​date, more informative website, ability to make online appointments, and a bit more of a hip feel to the place would make the office more in tune with the neighborhood.

I’ve worked with this group in the past just to get glasses and have always left feeling a little off. I like the store. It’s a cute cozy little place. The gals up front are… well… inattentive at times. I believe once I went in and the lady up front was more focused on lunchtime than helping me. I digress… Anyway, the selection is moderate at best, especially for men. The older lady who was helping me get the glasses fitted (I’m so sorry I don’t remember her name) was EXTREMELY helpful. And by «older,» I mean fabulous. She was sassy and I loved her! She followed up with me about payment and flex spending and timing and was just awesome. She’s the reason for the fourth star. If I find her name through my records, I will update to reflect. :-)

My visit to Ballard Optical started out okay. The receptionist was AWESOME, helped me find free parking, and eased me through the new patient process. I was called back as soon as I finished my paperwork, which ended up being about 5 – 10 minutes before my scheduled appointment… Great! I was excited to see relatively new technology in the office, and Dr. Kimpton seemed nice enough. The exam was pretty quick and painless unless you count Dr. K’s breath, which was nauseating when he’s working right in your face. Smelled like he had eaten fecal matter for lunch … Not cool man!
When he was going over the results of my exam and asked if I had any concerns, I explained the issue I was having with my eyes which prompted the visit. I don’t know what happened to the nice doctor I had started with, but when I started to explain my situation. He got very short and dismissive with his answers writing my concerns off as if they were nothing. When he would finish is abrupt answers that didn’t address my concerns, he would quickly move on and ask in a very uninterested tone if I had ANY more questions. I was so turned off by his tone and body language that I just said no, even though I did still have questions, took my glasses prescription and left. I had fully intended to purchase new glasses that day as well, but I was so frustrated by that time I just wanted to get out of there.
Perhaps the awesome receptionist should coach the doctor on quality customer service… No one wants to be spoken to that way by their DOCTOR… No one!

Dr. Kimpton is great. I read the other reviews and fully understand how he can come off as uninterested or snippy but I never took it that way. The new dr. was real nice too but to be honest they screwed up my bifocals prescription TWICE and I’ll never go back now.
Segue to the office staff. They’re basically awful unless they’re feeling kind that day. I was ready to get my frames and lenses there the last time I was in but the woman dealing with me was such a bitch that I got my stuff and walked out. Now having had two failed prescription experiences, with the new doc, not Kimpton to be clear, and mostly hating the office staff I’ll be taking my business elsewhere.

I saw Dr. Mason Schneider — a fantastic guy with a patient, explanatory manner. Couldn’t ask for anything more.
I had two minor hangups about administrative stuff:
Firstly, I scheduled the appointment through ZocDoc, but it didn’t actually save me much trouble. The office called to inform me that the time I scheduled was not actually available, and I needed to reschedule. Also, despite filling out several pages of new patient forms through ZocDoc, they recommended I come in early for additional forms. In addition to some waivers there was a demographics form which was a little redundant. In short, if they want to motivate online-​addicted folks like me, they should make 100% of the forms available online and also make sure their online schedules are up-​to-​date.
Secondly, my billing and benefits were not exactly made clear. I’ll own my fault in this — I would have probed more if I hadn’t been in a rush. However, it was my first visit, and my first time using VSP — which was obvious, since I told them I didn’t even know I had VSP. I would have appreciated if they had briefly explained why I was paying $ 100 out of pocket before actually asking for my credit card. (Answer: because with VSP, eye exams are covered but contact lens exams only have a $ 130 subsidy, and then only if I also order my contact lenses through the office.) Instead, after I left, I did some research and called them back up to sort it out.
They did try and entice me to get new glasses a couple times even though I only came in for contacts, but that’s just the eye biz.
I’ll be visiting again but will definitely book by phone.

I have been wearing glasses for twenty years and have never had such an awful experience in a doctors office. I walked in when the receptionist was on the phone with what sounded like a patient, while I stood there at the desk I heard her answer questions in a very short and sarcastic tone then she hung up the phone with a big exhale, followed by the customary eye roll. My initial reaction was to walk out at that point and I should have.
During the 45 minutes I waited for my appointment, I overheard a multitude of catty complaining and trash talking about patients and coworkers. If someone from Ballard Optical is reading this, WE CAN HEAR YOU TALKING EVEN THOUGH YOUR IN YOUR LITTLE HIDEOUT ROOM.
The doctor was obviously in a hurry, which I was at that point too, BUT I was irate when he just started putting drops in my eyes without explaining to me what was going on or what they were for. He very quickly went through the eye exam, seeming frustrated if I was unable to make a split second decision on which lens was clearer.
I have full vision insurance but somehow ended up paying almost $ 100…I grabbed my Rx and ran out the door.
I got a pair of glasses with the Rx and I could not see anything clearly with my right eye.
I got a pair of contacts and could not see anything with my right eye.
I called BO and went back in to have them recheck my Rx, where the Dr issued me a «slight change» in the Rx. Got the new lenses in my glasses and contacts. STILL cannot see anything clearly with my right eye.
Finally, the people I bought my glasses from were nice enough to offer to use my, then 3 year old, Rx, that I got from a Dr that treated me like a human being and I can see just fine.
Last, but not least, whenever 1 – 800 contacts called them to confirm the Rx, a true hissy fit was thrown by the woman at the office. She told the awesome and incredibly patient guy from 1 – 800 contacts that she «must speak» with me before confirming the Rx. When I spoke to her she ARGUED with me over what brand of contacts I was ordering before finally telling me that she would fax over the confirmation tomorrow because she wouldn’t have enough time to do it today, it was 2pm.
This place is bad news! There are a lot of options in Ballard… they got absolutely nothing right.

I came here to do a test before starting my driving license and the reason i give them five star is because they earn every one! I’ve had glasses since I was five and I remember they told be I wont need them anymore if I use the properly until I’m twelve. Well as a kid you run, jump and play fotball and occasionally you lose them. That happen to me and my father wouldn’t give me a new pair. So from the age of ten until until very recently I thought I actually needed them but as it turns out I read better than any nerd!

I had a fabulous experience with my first visit to Ballard Optical, and was compelled to write this review as soon as I got home. I found Dr. Klimpton to be professional, friendly, and extremely knowledgeable. He very clearly answered any questions I had, and let me know what was happening throughout the exam. I needed new contacts ASAP, and I left with a new pair in hand, three types of new contact solution/​cases (for free!) and a six month supply on order. Small but significant detail for my wallet: my insurance has a $ 150.00 allowance for glasses and contacts. EVERY other vision clinic has required that I pay the full amount and submit the receipt to Regence for reimbursement. This is always such a hassle, and B.O. immediately discounted the full amount from my total. Woo hoo! Front desk staff is very friendly and efficient! I will need to get new glasses in the next few months, and I know exactly where I’ll be visiting!

Staff members are very friendly and I had a wonderful experience. Dr. Schneider (the new eye doctor) is patient, friendly and very knowledgable. I am really glad I went to Ballard Optical!

I have mixed feelings about this place…
I came here about three years ago when I lived in Ballard and was pleased with the experience. I moved to West Seattle and eventually lost my glasses and decided to come back here since they had all my information. Never mind that I don’t own a car and had to take a fairly lengthy bus ride — I thought it would be nice to see the same doc.
I showed up early to my appointment to browse the glasses. I found a pair I liked and set them aside and waited and waited and waited. But I thought, «It’s sunny out and there’s a window and I’m reading a magazine.» Not so bad right? Than one of the receptionists notices that I have been waiting around for awhile and sits me in an exam room with no window, no sun and no magazine. And I wait and I wait. It’s not until 45 minutes until after my appointment time that he is finally able to see me. Dr. Kimpton shows up and while he is very experienced and knowledgeable and fast paced I definitely felt rushed and uncomfortable. Very serious guy. He seemed inpatient and I had the same experience with the other review by Rene — he told me to look up and didn’t even tell me he was putting eye drops in my eyes. Again this doctor is extremely knowledgeable but his «bedside» manner is pretty terrible.
So I went home and I thought well I won’t write a review, maybe they just had a busy day.
A week later I picked up my glasses and one of the ladies that is helping me fit my glasses pronounces that «They fit perfectly!»
So not the case.
Every time I look down they fall off my nose. They are very loose and they do not curve around my ears at all. I feel like they just took it out of the box and were too lazy to modify them. I would rather receive so-​so care by an optometrist in my area and at least be able to walk and get my glasses fixed.
Judging by some of the other reviews I can only imagine that they completely over book their appointments which I find is extremely rude. You should make time for your patients.

Top notch treatment from start to finish. The optional high tech optimap system is AWEsome — no dilation, 200% more information than the traditional exam (not covered by insurance, so an out-​of-​pocket fee but modest). They let me bring in my own frames, which brought the cost way down. The eye doctor was considerate, thorough, attentive and highly skilled.

I was a patient here for five years. The front staff is great. However, I have had a problem with Dr Kimpton trying to double bill me for the same diagnosis. I went in for an eye problem and Dr Kimpton told me to use a home remedy. He told me that if it did not work to call him for antibiotics. After using the home remedy for a couple of months it did not work. I asked for the antibiotic eye drops and I was told that I would have to come in for another appointment. I have gotten the feeling over the years that Dr. Kimpston is competent, but the attempt to bill me for the same diagnosis made me chose another office.

This review is for the opticians at Ballard Optical, not the optometrist (Dr Kimpton, O.D.). But in all fairness about his charges, I’ve seen two ophthalmologists (MDs) who both charged me more than the copay for my annual exam. I wasn’t happy about it, and my current ophthalmologist only charges me my copay. That seems to be the exception, rather than the rule these days. And I have good insurance!
For many years, I’ve purchased and maintained my glasses at Ballard Optical. and I’ve always been given great service by the opticians. I primarily visit them for adjustments, and I must say that Cynthia does an outstanding job. I don’t know how she does it, but she fixes my ear-​rubs and nose-​pinches the FIRST time. After her adjustments, I usually don’t have to return for months, or until I fall asleep watching a Mariners game and get them all wonky again.

I’ve been seeing Dr. Kimpton for two years now after recently moving to Ballard, and I’m particularly impressed with the level of care with the eye exam, contact fitting and front office scheduling/​paperwork/​etc.
I was fitted for glasses last year and Cynthia was incredibly helpful with recommendations.
After I tried a new kind of contacts that I didn’t end up liking, Dr. Kimpton’s office immediately worked me back into the schedule to be fitted for a kind that I’m very happy with (and my insurance covers).
Finally, the new technology that this office has to take images of the inside of your eye (vs. dilating them) was really impressive. The process takes less than 2 minutes and the images are immediately available for your review with Dr. Kimpton.

I have never had an unpleasant experience here, the low rating really surprises me! I think Dr. Kimpton is a fine optometrist. No, he’s not super enthusiastic, but he’s nice, thorough and doesn’t talk to me like I’m an idiot. My ten year old son has seen him for the past three years, and Dr. Kimpton treats him with the same respect, which we both appreciate.
I LOVE his front office staff! They have never been rude, as a matter of fact I always feel like I’m visiting old friends when I go there. The ladies (the desk girls and Opticians) are honest and helpful when helping choose frames and they have talked me out of frames I was considering for something similar but less expensive on multiple occasions.

I actually really like Dr. Kimpton and his staff. He’s got a pretty dry sense of humor, which I think can come off as brusque, but he can be pretty funny. He also tells it like it is. If you’re doing something that’s bad for your eyes (like how I was waiting too long to change my contacts) he’ll tell you exactly why you should stop what you’re doing. He doesn’t pull any punches, and I appreciate this.
He’s also clearly good at what he does. He fitted me with the first pair of contacts that actually feel good (and I’ve had contacts for 20 years). No more dry eyes for me.

I was giddy with the false happiness of having Vision Insurance for the first time, so I dissed my usual Fred Meyer Optical Shoppe and went for the «boutique» experience. Oh how I wish I had returned to ol’ Freddy!
Apologies in advance for the lengthy rant on the awful experience I had at B.O.
Arrived right on time for my appointment and was given some paperwork. Normal so far, except for the fact that the receptionists were engaged in catty gossip about neighboring businesses. Not my concern, oh well.
Turned in my paperwork, sat back down, and waited a good 15 minutes past my appointment time. A girl came in who had an appointment scheduled right after me. One of the receptionists told her «OH, you must not have gotten my message. We don’t accept your insurance any more.» The girl was understandably flummoxed, and ended up having to leave after being told how much she’d have to pay out of pocket if she stayed. (Seriously, folks, TWICE as much as any other optometrist I’ve ever heard of!)
She left, and I continued to sit there. And sit there.
Finally, over 30 minutes past my original appointment time, I was led into the exam room. As soon as the doctor entered, I realize that waiting an extra long time was the least of my worries. He was the biggest JERK to me, right off the bat. It was abundantly clear that he was irritated at having his day at the office lengthened by whatever had caused the appointments to go long, and he did not bother for one second to hide his displeasure. He was gruff and impatient with me, asked me the same questions twice without realizing he had repeated himself, and he was in such a hurry to get me out of there that he kept pulling the eye exam equipment away from my face abruptly without letting me know he was going to do it, only to slam another machine in front of my face just as brusquely. I have never felt so uncomfortable in a doctor’s office! He was literally slamming things down on the desk and sighing with displeasure throughout the entire rushed appointment. He did not warn me that he was about to put drops in my eyes, just said «look up» and squirted some foul yellow liquid into my eyes, then said «Wipe your eyes!» as he shoved a kleenex in my face. He then asked me why I slept with contacts in (I use extended wear lenses). Before I could reply, he told me that LAZINESS is the number one reason, and he was wondering if I had a different one.
WHAT? Keep in mind that this was not said with a charming laugh or any indication that he was «just giving me a hard time, har har…» His face was impassive and he was serious.
I could not get out of there fast enough. The cherry on top was that they charged my Vision Insurance, then turned around and charged my Medical insurance (3 times!) with some bogus claim for services they did not even perform. I didn’t even GIVE them my medical insurance info-​they traced it from my SSN! I also got a bill from them for an additional $ 30, which they could not explain. There is some serious scamming going on here.