Receptionist #2 : “You called the [City] location; we can’t order you contacts, but the [Town] location where you’re registered as a patient can.”

([City] is a large city about 60 miles away; [Town] is a small town that is about a five-minute drive from my apartment.)

Me: “That’s what I did; I called [Town], then I was put on hold when I asked to order contacts..”

Receptionist #2 : “Ah, I understand. Our home office is in [City], so all hold calls eventually transfer back to us after a certain amount of time.”

Me: “That’s… strange. Could you please transfer me back?”

Receptionist #2 : “Of course. Hold on just a minute, please.”

(I am placed on hold again, again for around twenty minutes. Finally, a third receptionist picks up.)

Receptionist #3 : “Thank you for calling [Chain Optometrist].”

Me: “Hi. this is [My Name]. I was a patient of [Optometrist]. I called earlier to order more contacts.”

Receptionist #3 : “Of course. Let me look up your prescription. Oh… You haven’t seen the optometrist yet.”

Me: *sighs* “No, but I just saw my old optometrist about eight months ago.”

Receptionist #3 : “Well, we can’t order you more contacts until you see the optometrist.”

Me: “Yes, I was told this by the first person I spoke to. She put me on hold to ask the optometrist.”

Receptionist #3 : *snorts* “Don’t know why she would do that. She should know we won’t give you any without an exam by our doctor.”

(I have worked customer service for almost ten years, and as such, I don’t want to cause a scene but I am frustrated and this particular receptionist, being so curt with me after the other two were trying to be helpful, irritates me. At this point, including the hold time, I have been on the phone for almost an hour now for what should have been a three-minute call.)

Me: *forcing my voice to be as even as I can* “I’m sorry, let me stop you there. I apologize if I come off as frustrated, but it’s because I am. I have been transferred three times and been on the phone for nearly an hour, and you are the third person I have spoken to. I literally need maybe one full box of contact lenses to get me through four months, as my insurance won’t cover another exam so soon and I can’t afford your exam rate without insurance. Is there really no way for me to get just one box of contacts without seeing your optometrist?”

(There is silence on the line, and I think at first that she hung up. Then, she speaks, very icily and sharply.)

Receptionist #3 : “That is how we do things here. You know, there are four other optometrists within ten miles of us.”

Me: “I see. I’ll take my prescription information now, thank you. I’ll order my contacts from [Mail Order Contacts Service].”

(The receptionist proceeded to read off my prescription to me rapidly and, again, rather sharply. I managed to write it down, and as soon as she finished speaking she hung up on me. I got some recommendations from family and friends, and four months later I very happily saw a different optometrist, whose employees were sympathetic but not surprised when I told them about my experience with the chain. They told me they already had sixteen former patients of [Optometrist] switch over to them after the chain took over! Not a good look for the chain.)