Insight Optical

Great service, good glasses selection, friendly staff and they always take me right at my appt time. I have been to this office several times and always have a great experience.

Very rude staff at the desk. They have no people or client service skills whatsoever!!! It is a process every time I need an appointment. Horrible! If I could give no stars, I would!

Very professional, great frame choices and expert optician help with glasses/​lenses selection. Yes and they do VSP. They have been my doctors for a few years now.

Dr. Fifke is very skilled and committed to his clients and practice. I’ve been seeing him for over 15 years and have recommended him to friends and family.
The office is very conveniently situated on Mall Rd. near Lahey Hospital and the Burlington Mall. The hours are ok, no late nights but weekends are available. The selection of frames is great. Lots of rimless are available.

Love insight optical, would highly recommend them to anyone! I see Dr. Blackie, but have seen Dr. Russo once before and my husbands sees Dr. Feifke, they are all amazing. The rest of the staff is also very friendly and helpful and the fact that they are open on Saturdays is really great.

Helpful, professional, friendly team. Have been visiting Dr. Russo for a few years and I am very happy with the explanations and detail she puts into the test and explaining the results to me.

Nice people, thorough eye exam and an excellent collection of eyewear. I’ve been going to Insight for years and trust their service and advice.

This is a very well run and pleasant optical services provider. You are met quickly and in a timely manner, moved through the exam process. No sitting in a waiting room wondering when you will be seen.
Dr. Feifke is very knowledgeable and with an excellent demeanor. I do not purchase eyeglasses here however, the eye exam at this place is really top notch.

I have not received optometry care here, but came here to buy frames and lenses. Service is top notch, with considerable personal attention and time provided to clients. Yes, the prices are on the high side, but worth it if want to buy high end frames. I was amazed when I recently broke my glasses (my fault!) and came in to buy a replacement, only to be delightfully surprised to hear they were under warranty.

This is my second year of visiting Insight Optical and Dr Russo for my eye exams/​glasses. The office staff is wonderful. My glasses turned out great with no issues I’ve had in the past with other providers. Dr Russo is very thorough when doing the eye exam. As I have a family history of eye problems, it’s great to see the attention to detail. Highly recommended.

I’m torn with how to review this place. Its office is priced at a premium and the doctors are amazing but the customer service does not seem to match. I have gone there for the last two years and was going to make three but forgot about my appointment. How did I miss my appointment? Well, it was booked a month in advance. Not because I wanted it that way but because that was when they could fit me in. I was called a half an hour after my appointment was scheduled and told that I had to pay for the missed appointment ($ 50). I paid the fee, understanding that it was my fault, but was shocked when I asked how soon I could be rescheduled and was told two and a half weeks from now. I wasn’t hoping for a same day reschedule but thought I could be put on the list to call if there was a cancellation. Anybody with eye problems knows how annoying it can be not to have an up to date prescription. Having to wait another two and a half weeks to get an exam plus the time it took to get the glasses was unacceptable. (Side note, it can take two weeks to a month to get your glasses or sunglasses in here)
Feeling slighted, I Unilocaled the next eye doctor in the area and asked for an appointment. I was told I could be seen next week which was great. What was better is the office called me 5 minutes later and told me that they had a cancellation and could see me today. This is customer service, doing everything you can to work with your customer to make them happy.
Over the past three years, I have spent $ 1500+ with Insight Optical (frames, high end lenses and prescription sunglasses) and when I called to have them drop my VSP, so I could switch doctors, I wasn’t even asked why. My business did not matter to them and I’m the type of person that thinks that’s important. I will say this is a review on the front end only, the eye doctors at Insight Optical are some of the best I have ever met and I’ve had glasses for 20+ years.

Dr. Caroline Blackie is excellent. I highly recommend dealing with her. Her explanations are very clear, and she listens patiently to any questions and concerns.

Recently had my annual eye exam and I’m still very pleased with Insight Optical and Dr Russo! They are great. I’ll be back next year.

2 – 3 stars for front desk customer service. I’ve been seeing Dr Russo for my yearly eyeglass and contact exams for 2 years now since I’ve moved to the east coast. The shop has excellent choices of frames as well as great service by Dr Russo.
However, my last visit was not so pleasant. I was re-​prescribed a different set of daily disposable contacts because the previous brand no longer works for me. The «great» customer service ended when I asked for week’s worth of contacts to hold me over. While I did not purchase the year supply at this shop (overpriced), I imagined they would keep a happy customer satisfied by continuing the great service and help me with a week’s worth of supply while I waited for my new set to come in. I was also leaving the country for 2 months and in dire need of these new contacts.
You would think that after throwing down some serious $$$$ on glasses etc, they would be so inclined as to keep me happy. Well 2 front desk staff and an older manager basically said I was SOL.
I walked out with a bitter taste in my mouth and sadly won’t be coming back nor recommending this place. I can order my Oliver People frames elsewhere where I know through and through a shop will go the extra mile for their patients and not just when it’s convenient for them.
5 stars for Dr Russo
2 stars (generous)for the customer service

I really love love love this office. I’ve been going several years and find the doctors very personable, knowledgable and overall fantastic.
I’ve had some issues waiting for picking out frames. The opticians do not take appointments and I have had to wait an excessive amount of time for my turn during busy hours. If I could make a set appointment, this would improve the overall experience.

I’ve been using Insight for years, and am a very satisfied customer. Dr. Russo is very personable, explains things well, and provides a thorough exam. Also the technicians have been very helpful when choosing frames. On my most recent visit, he explained that for the progressive lenses I’ve ordered, I should use a frame that sits especially close to my eyes, and then patiently showed me a bunch of options.
I don’t have much comment on price; I have the VSP insurance and haven’t really done any price comparisons. I’m happy with the service and the don’t feel like I’m being gouged on price.

I’ve used Insight’s optical shop (not its eye docs) twice and come away disappointed both times. Based on my experiences, the prices are premium, but the service isn’t.
The first time, I was seeking a place that could put prescription lenses in Oakley sunglasses. I bought a pair and was told I’d get the glasses in a week. That ended up taking closer to a month. Maybe that wouldn’t seem a big deal, except I’m a biker who needs his prescription to ride. So why’d I return a second time? The salesperson blamed the factory, and I believed her.
My second experience was even more frustrating. This time, I bought straight prescription eyeglasses. Same problem: premium price ($ 500), sub premium service. The glasses arrived in a week, but the second time I put them on, one of the temples fell off.
I took the glasses back to the shop, and the salesperson acknowledged they were defective and said she’d order new frames. But she wanted me to return to the shop a week later with the defective frames and sit there for 30 minutes while they swapped out the lenses. A debate then ensued because I insisted that Insight should order a new frame and lenses, assemble the glasses and have the completed pair ready for me to pick up. I didn’t want to be inconvenienced anymore. Eventually, the salesperson said she’d talk with the manager, and the manager agreed with me. Even so, I don’t think it should require four visits (a fitting, a pickup, a return and another pickup), a debate and $ 500 to get a pair of non-​defective glasses.

Dr. Blackie is an excellent doctor. You get a thorough eye exam and everything is explained in terms you can understand. It is also an enjoyable experience as she is very personable and easy to talk with. I highly recommend her as I can’t imagine a better eye doctor.

I had such a wonderful experience here picking out glasses. The woman I was working with really took the time to pick out pair of glasses that really worked for me. They have every high end brand you could want to own and also brands that are affordable. The glasses came within 5 days (VSP Insurance) and were perfect!
They made this whole experience so positive I am going to go back again in January once my insurance renews so I can see everyone again and get a fun pair of glasses!
Thank you all again for posting your reviews because it really made a difference on deciding where to go.

My wife introduced me to Dr. Fiefke’s practice. He’s been taking care of her eyes for a number of years and mine for the past two or three. I’ve only worn glasses for ten years, but have seen three other optometrists during that time. Fiefke is by far the most competent. The *only* thing that he pushes is his retinal mapping service, a relatively inexpensive option not covered by insurance. Google the words «retinal changes» and «optic nerve swelling» (no quotes) if you want to find out why it might be money well spent.
Fiefke’s people have been good about managing the dual insurances that we have, suggesting which ones might be most suitable to charge contacts to and which might be best for glasses. I remember once encountering a new employee at the front desk who needed to be guided by someone more senior on how to ring up my bill, but whatever issue there was was swiftly resolved by the more senior person.
Overall it’s always been an A+ experience for us.
p. s. — to the person who wrote a 1-​star review because they don’t do laser surgery and also wouldn’t tell you where to get your laser surgery done: are you serious? You’re going to have the source of your eyesight OPERATED ON and you want to take the advice of: 1) a stranger 2) whose job is to work the front desk 3) at a practice that you’re unfamiliar with, and 4) one which doesn’t do the procedure that you need done. Google (and the Mass Board of Registration in Medicine) will help you better than the 22-​year old at the front desk. Trust me.