Clark, Todd M, Od - Image Optical

I have been a patient at Image Optical in the Short North for almost 6 years and always exceedingly pleased. After an appealing experience the last few months, though, I will never return -- and am blanketing review pages and registering a complaint with the Better Business Bureau to make sure no one else falls victim to the same problems (although clearly I'm not the first one to notice these issues). \r My story is, I called in October/early November and ordered 6 mos' worth of contacts because I was about to run out. Contacts usually take about 2-3 weeks to come in there. After about 4 weeks, I started calling on about an every-two-weeks schedule to inquire when they were expected. Each time, I was told things like, ""it looks like those are scheduled to get here next Thursday,"" but they inexplicably hadn't arrived the next time I called. They did mail me a new pair of contacts in the meantime because the ones I was wearing were well past due. By the end of December, I was very concerned because I had $100+ left in my flexible spending account that I wanted to use for the contacts, and that money expires at the end of the year. So I called to urgently request their arrival, and the secretary told me I could pay in advance (thereby using my money before it expired), so I did that on Dec. 30ish. From there, I've continued to be told excuses for why they haven't arrived, including that the doctor puts the order in and that something was wrong with it, but he was out sick. Katie (the secretary and the only person I've spoken to this whole time) said she'd call me back after she spoke with him as well as mail me a second set of contacts to get me by, but she did neither. On many occasions, my calls to both Image Optical office locations have gone unanswered all week, and my messages weren't returned. The (seemingly) only difference-maker was my showing up in the office in early February and encountering both Dr. Clark and Katie, who were quick to apologize and scramble around, getting me samples and promising my order would arrive by a date the next week. Incredibly, it did, along with some extra boxes to ""apologize for the inconvenience."" \r \r That didn't keep me from leaving the practice, however. The months of waiting, knowing the whole time that Dr. Clark is aware of an eye ulcer condition I have that overused contacts would only make worse, made me have no faith in him as my or anyone's eye doctor. more

Astonishingly incompetent. Never seems to be at the store. Hmmmm. It is hard to believe this character can survive in the competitive world of eyeglasses. Other than frame selection, there is nothing to recommend this guy. He has incompetent staff, bad hours, nonexistent customer service and, worst of all, no interest in getting you your glasses. Once he hooks you in and you pay for the glasses, he could not care less about actually GETTING your glasses or dealing with the myriad problems he creates.\r \r In my case, he ordered the wrong frame color (weeks), then supposedly re-ordered the correct color (weeks), then the glasses came in and were ""lost"". After a week, he found them under another name. Nope, not my glasses after all. More promises, more time, no glasses. Then I finally said screw this and demanded a refund, but got only delays and obfuscation. I think this guy is bordering on fraud. His incompetence and contempt for his customers is simply unbelievable. Read the reviews; they are consistent. Buy your glasses online, pick them out at his store, then go anywhere else. That is all he is good for. more

I’ve had so many issues with Image Optical that I thought writing a review would be an extreme task however it is seemingly easy considering every other review I’ve read has taking the words out of my mouth. My only regret now is not reading the reviews BEFORE mistakenly going to Image Optical…I guess the only person I can blame is myself. I went to Image Optical after moving, and I was in desperate need to find a new optometrist. The only positive thing about this establishment is Dr. Todd’s personality although he is lacking in office management. Both of the receptionists I’ve talked to have been so rude, not to mention clueless. They are very unprofessional and fail to answer the phone, or return any phone calls. The Short North office currently is dirty, disorganized, using boxes as tables, and the frame choices have diminished. Most recently when I went to Image Optical (3 weeks and 4 unreturned calls after I was promised new glasses), my daughter and I entered the establishment to be unacknowledged for 15 minutes while the woman talked on the phone. She eventually asked, “Did you have an appointment or something?” After finally receiving my new glasses, (from an envelope with someone else’s name on it), she was completely incompetent in the check-out process and ended up having Dr. Todd ring us out. I highly discourage anyone from using Image Optical at this time. There are some serious problems occurring within this establishment, and I am very disappointed in having to discourage anyone from supporting a small business. more

No responses to calls, still awaiting contact lens order. When inquiring with Accuve, we are informed that without expedited delivery we should have contacts in 5-7 business days. We are now pushing 2 months with IMAGE OPTICAL/ TODD CLARK and non responsive to inquiry. Customer service was so poor I am not even attempting to correct the eyeglass issue, just wait until the insurance kicks in next year.. not worth it. Still need the contact lenses and waiting.. more

DO NOT GO HERE\r \r If I could give negative stars, I would. My husband went for his first eye exam with Dr. Clark in May of this year. It is now August, and after MULTIPLE phone calls and an in-person visit we STILL do not have his contacts or his prescription. The claim is that the computer system was down when he went for his eye exam and that the contacts would take longer than expected. Then after several more phone calls we found out that they had not even been ordered yet. I went in person to get his prescription so we could order them through another company. I was told that I couldn't have the prescription because ""it hasn't been signed off on yet"" (now 3 months later). I asked her to just read me the prescription numbers and she refused because they weren't in the computer. I asked to see the paper chart and she said ""we don't have paper charts."" I asked if they had lost his record and she responded, ""no, we know exactly where it is"" (and by ""it"" I'm assuming she means a pile of random scraps of notes about patients seen when the computers were down because, remember, 'we don't have paper charts'). She still refused to give me or my husband any information. No one EVER answers the phone here. To get someone on the phone you have to make 10 phone calls for every one that is answered. Each phone call ends with ""I will call you tomorrow."" You guessed it- they NEVER call back.....and then don't answer the first 10 times you call them. I am incredibly disappointed with the customer service, lack of organization, and with the way I was treated by a person named ""Katie L"" (she wouldn't give her last name, probably because knows she treats people terribly and does not follow through with her job responsibilities). STAY AWAY more

Total Disappointment with the staff and lack of customer service. Limited office hours, staff not friendly, lack of follow thru and follow up. Had no problem with the Dr. \r The office is short staffed everytime I have been there. Had to wait 43 days for reading glasses, took 2 visits in and multiple calls with no return calls. UNEXCEPTABLE!\r Too many other places that accomadate working people with evening and Sat hours, and more competative prices. \r more

I wish I'd checked these remarks before I went to Image Optical.. my experience was similar to the others here who do not recommend this business. Dr. Clark was condescending and impatient with me, and recommended progressive lenses when these were my first ever pair of glasses. I went back to get regular lenses after the progressives weren't working for me, and when that prescription didn't seem quite right, I went for a follow up check to see if the scrip was right for me. They charged me for the second visit to see if the glasses THEY had made for me were correct! And Dr. Clark kept forgetting if I had progressives or not.. uhhh-- look at my chart mister. I also ordered clip on sunglasses that still - SIX months later are not in!! Really? the office gal said, 'they're coming all the way from california'.. again, really?? the pony express would have them here by now...and maybe if you'd actually ordered them, they'd be here waaaay across the country. All of their frames are ridiculously over priced. I'll only go back there to pick up my sunglasses (since they're already paid for).. can't believe they have return customers. more

Highly recommend. Great location and commitment to patient care. Dr. Clark is friendly, dedicated and professional. Great frame selection! more

I cannot even begin to express my extreme dissatisfaction with this place. After having been a patient for 6 years, I just received the WORST customer experience ever. It has been 3 1/2 months since my eye visit and I just now received my contacts. I have dealt with employees not returning phone calls (this happened more times than I can count), being lied to by the staff (told me my order was on backorder for 2 months only to find out they were never even ordered), being double charged for my contacts (luckily I had a receipt to prove I paid), arriving at their store to pick-up my order during regular hours only to find out they decided not to open the store that day, and not receiving the full order I paid for. It has been nearly 4 months and I have finally received my product (with the help of the Better Business Bureau). If they treat someone who has been a patient for 6 years like this I would hate to see how they treat new patients. I will never return to this place. Dr. Clark wouldn't even return a phone call so I had to deal with his highly incompetent staff. This whole experience was exhausting and frustrating. more

This by far is the worst eye doctor I have ever been too. He has a very condescending attitude when he talks to his patients. I went to him for two years only because my insurance changed and it was the worst mistake I could have made. He overcharged me and placed me in contacts that I am sure he got a kick back for selling. After the first year I asked if the contacts were right for me since my eye was getting red and my friend had problems with the same brand and he assured me they were fine. It took over two weeks to even get the contacts and only after I called in to the office and they claimed they were on back order. They should have called and explained since they told me they would in arrive in less than one week. I just recently went back to my old eye doctor since my insurance changed again and explained all the problems I was having. They had to run multiple tests and found out that the contacts he prescribed me were too tight on my eyes and cause my cornea to warp. Also, he have a prescription that stronger than what I actually needed. I would NEVER recommend this doctor. He is shady and does not care about the patients needs. DO NOT MAKE YOUR APPOINTMENT HERE. more

Dr. Todd and his staff is what keeps me coming back year after year. Having been to many eye care professionals throughout my life, it's wonderful to have a doctor that cares as much about my eyes as I do. He and his staff have always been friendly and genuine with great suggestions for the ""best frames"" for me as well as making the visits comfortable and relaxing. I always walk away feeling great about my experience, and I have referred a number of my friends to Image Optical because of the care I receive. more

I was a brand new patient in July and had my exam with Dr Clark. I paid for my contacts and did not receive my contacts until 3 mths later. The office staff kept telling me something different everytime I called. They were unprofessional and rude with me everytime I would call about my lenses. They even accused me of already having them and accused me of lying to them about having them. They never billed my insurance. When my insurance company called them, they said they didn't know who I was. They finally got the contacts for me and when they weren't the right brand, they refused to make it right. They refused to let me come in for a follow-up visit to see if the new contacts fit me correctly. When I wanted them to make it right, they insisted I should pay for another exam altogether. One of the office staff hung up on me when I asked her questions. They refused to answer my questions, and the doctor refused to call me back when I requested he do so. These people should NOT be in business. Don't waste your time, or hard earned money on this joke of a man and his staff. more

I have been a customer of Image Optical for the last 4 years and I am always pleased with the service I receive. The store carries top of the line frames and Patrick is able to make excellent recommendations. I always receive complimentary remarks about my glasses from both friends and people I meet by chance. I definitely feel that I can rely on Patrick to help me pick the right frames for my face. Dr. Clark is very thorough and takes the time to explain his findings and convey his thoughts. I do not hesitate to recommend this establisment to any of my friends. more

I have been a client of Image Optical for over 3 years and hve always been happy with the service. Patrick helped me choose my current frames and I get compliments on them all the time! Their selection of frames is excellent and the service is very good. more

This is my first review But I felt compelled to offer my opinion on a great establishment! I have purchased 4 pair of glasses from Image Optical and I recieve regular reminders when my exams are due. For the first time in my and my husband's lives, we are wearing glasses that are comfortable, affordable, designed for us, and that we depend on! Dr. Clark is very personable and has a true passion for his profession and his staff are always very helpful and attentive. I have recommended Image Optical to anyone who will listen and know of at least 4 new clients that are happy with their service in just the last year! Pros: ambience, service, quality, personalization Cons: parking more

I was in this store last week to browse frames as I am shopping around and this worm of a boy sittingbehind the cubicle never offered any assistance. When he did and I asked about the price he loudly made a noise of disgust as though how dare I ask such a question. The frames are HORRIBLY overpriced and the service is dispicable.\r \r I warn any educated shopper to stay away from this poor service and negative enviroment. My appologies to the staff for not being a 22 year old girl with daddies money some of us work for a living and you obviously dont want my kind in your store. Pros: location Cons: staff and price more

Being a glasses wearer for 20+ years, this is the first place I've gone where I've actually been thrilled with my new glasses. The staff is extremely helpful in finding the right frames and the selection is awesome. A little pricier than LensCrafters, but well worth it! I now live in Florida and will still return to IO when it's time for new glasses. Pros: Frame selection, Helpful staff Cons: on-street parking more

Awsome frames and service!!! Would not think of going anywhere else for my eyeglasses or contacts! Pros: Great frames!, Great service!, Reasonable prices! more

I spent nearly $800 on glasses only to have them break in less than 6 months, it wa sclearly a stress fracture and they refuse to replace the frames. The customer service is severly lacking. Cons: customer service, shotty product, rude employees more