Kapolei Eye Care

Customer service is horrible!!! We had an appointment but yet we still waited at least 30 minute’s to be seen. I also had to wait a month for my son glasses to be picked up. Which they told me it would only take two weeks. Dr Chen is very nice and knowledgeable. Too bad her front desk girls are not friendly nor approachable.

I was pleasantly surprised when I found this gem! My eyes were super irritated and I had been going to a clinic to get answers (wrong decision)! I finally opted to go to real eye doc and after reading Unilocal reviews I came to see Dr. Chen and she not only gave me valuable information and got my eyes all cleared up, but got down the underlying issue and is addressing it! To top that off she has a spa right across the lane «Pua Manu med spa» and they are confident that they can help clear up my skin issues I’ve been having on my face since I was in high school!!! I couldn’t be happier! I always recommend this place to anyone who has any eye issues and now will be recommending for skin issues as well!

Read some not so favorable reviews about service and timeliness but decided to give them a try anyway. Superior service from the Front Desk to the Techs to the Dr and back. Thorough, friendly and on time. Glad I decided to try it myself. If there were issues, I suspect they’ve been resolved. Happy New customer and i will make this my place for eye care.

My company changed vision care and my normal eye doctor was not on this plan. I asked my co-​worker for a reference and she gave me this client. Lets start. I had an 8 am appointment. 8 am comes around and the office staff still isn’t in the door yet. I watched them from my car as they entered. Them coming late to work= every patient for the day is now delayed. BTW it was ALL employees showing up after 8am so it would appear as this is the norm.
I was seen by a very nice and pleasant doctor it was not Dr. Chen, she did her job well. I needed new reading glasses. now the girl that does the glasses could take a customer service training. very blah. and not too helpful made me wait while she was still turning on the lights and opening up the glasses side. Mind you I had an 8am appointment, everyone arrived late and I was seen by the doctor and the girl with the glasses was still setting up. wonder how late she showed up to work then…
I ordered my glasses. 2 weeks went back to pick up they just hand them to me and say ok. I asked them aren’t you going to at least fit them on me? They were like oh ok you have to wait. I waited same girl who sold me the glasses a lot more friendlier this time fitted me and I was on my way.
About a week later I get another bill from them with an increase. I called the number on the bill and its a billing center and she went over all these things that were not done… They went back to the doctors office and they checked their records and found that they were charging me for things they didn’t do and apologized and removed them from the bill (which I had paid for my glasses and co-​pays on day of visit) Reading other comments this seems to be the norm for them so pay attention to what test and things they do so you can compare to the bill.
I will not be returning at all!
Needless to say my co-​worker also left them after years. do to a schedule mix up. She had a card from them with the appointment written on and I guess they didn’t write in their books and they would not honor it. She drove on a Saturday morning all the way to their office from Waianae to be turned away.

I always had perfect vision until I hit my 40s… yeah, that growing older thing. I’m so not comfortable wearing contacts. My primary care physician suggested I go to Kapolei Eye Care. Worst recommendation I’ve received yet from someone I should trust. Not once have I gone in for an appointment and it went smoothly. My very first time ever they were to order me glasses and after a few weeks told me that didn’t even have an order and blamed it on a guy I believe they fired. The customer service is horrible. They are not helpful. Ive always waited for over a half hour to be called in. They all appear to be whiny. Dr Tam is nice and knowledgeable but it would be hard for her alone to run this place back up to proper standards. I’m outta there!

just want to say the DRs. of kapolei eye center are great. But the staff needs a more training on custmer service. I been going to this Dr. a little over 4 years. nothing but the best doctors. until I had a problem with this one staff member. because of her now i need to find an eye doctor thats just a good as Dr. nancy chen. I referred couple of my friends to you folks. But after this situation they not sure if they want to go through this. I’m sure im not the only person that went through this.

I’d give no stars if I could. Stay away from the media spa unless you want to throw your money away. Dr. Chen is rude to customers and staff. If you’re not satisfied, watch out. She told me say something at the time instead of emailing me. Great idea, why don’t you give a mirror so I can see if I’m not satisfied? The staff is very nice. I was embarrassed for them when she was rude and scolded them in front of me. She’s like a car salesman, nice and accommodating until she gets your money.

My two teenage kids and I have been going here for the past few years. In the beginning, it was really great. Appointments were on time, staff very friendly and welcoming. This year things went down hill real quick! Had an appointment in June for all 3 of us. Showed up about 10 minutes before scheduled appointment time. Waited for a good 30 minutes PAST our appointment time and ask how much longer. I was told «oh we’re sorry, we’re running about an hour behind schedule.» OMG… why didn’t they have the courtesy to tell me that when we checked in and offer to reschedule us??? Anyway, had other errands to do so left my son to wait for his appointment since he was flying out to the mainland for college. I rescheduled my daughter and myself to a Saturday in Aug. The receptionist told me that later appointments on Saturdays tend to run late so she suggested an early appointment. We booked the appointment for 8:20am (office opens at 8am)! I received a call on Thursday and was told «we’re sorry but we’re going to be short-​staffed on Saturday so can we reschedule your appointment?» WTH!!! I told her to cancel our appointment. I’m taking my business to a place that values its customers time!!!

I went to a different vision care place today and realized how bad this place really was. They over charged me on things that my insurance covered and they didnt do half of the test the new place i go to does. Im actually annoyed because when i look back i payed $ 500+ at kapolei eye care but when i went to the new place i only payed for the frames and special lenses i wanted. Which were less than 200… wtf is that about. My insurance has always been the same… hmm

There’s ALWAYS a long wait here. My appointment time was an hour ago & I’m still waiting.

Dr Chen & staff are amazing. They are warm and welcoming & make you feel super special. Dr Chen’s knowledge & skills are multifaceted but I came in for laser treatments and I am amazed at the beautiful results. She knows her stuff and takes the time to medicate and make you feel relaxed all the while explaining every step of the procedure. Angeline (Esthetician) is one of the most beautiful & personable spa professionals I have ever met. They are quite the team!

Dr. Chen was very knowledgeable and communicated procedures and their effectiveness. I am amazed at the different ways there are to fight the signs of aging! I was very happy, and will return to the Pua Manu Medspa!

It’s always so pleasant coming here! The staff and Dr. Chen are so awesome and always make my visit pleasing. She also specializes in laser hair reduction, medical facials and other cosmetic procedures as well.
They’re parking is a bit small which consists of 5 parking stalls but there’s also street parking.
If you know where Jess Da Best Acai Bowls is located… well they’re located on the same street.
You’ll be very satisfied with Dr. Chen… she’s very professional and the same time makes you feel so at ease.

I’ve only been to kapolei eye care on Saturdays, which are their busiest days and as such, I’ve sat in multiple rooms/​chairs waiting for the next test or body before getting to dr. chen. however, all that waiting and musical chair activity is completely worthwhile, for as soon as dr. chen arrives, she comes in blazing. she remembers you, the person, and she’s brilliant and knowledgable without being arrogant or condescending. she makes you feel completely at ease with your medical conditions and options and is refreshing and witty, which is why I will continue to spend my Saturday mornings driving from town to kapolei and back for no reason other than to see dr. chen.

I stopped by for an annual exam examination because I heard this place had fantastic doctors and staff. Long story short– I was very pleased I made this decision.
As I entered into Kapolei Eye Care, the friendly receptionist staff members gave me a warm welcome. They were kind, considerate and attentive to my needs. Also, the atmosphere of the waiting room was pleasant.
Then… time for my eye exam (which I always feel nervous about). Dr. Young was my optometrist. She had a lovely demeanor, which made me feel comfortable.
Would I go back again? The answer is yes.
Definitely.
Thank you Kapolei Eye Care staff!

Warning! Bad location, difficult to find and inaccurate on google map. The staff is friendly but not knowledgable and they always give wrong directions. You will be sorry when you pay the bill– the office is not upfront about insurance coverage prior to making appointments.

I have been a patient of Dr. Chen for many years. I was surprised at the bad reviews.
So I felt a need to write a positive review.
Location – the new location is rather small and tend to get overcrowded being that it is shared by PuaMed spa.
Staff – dulls in comparison to Dr. Chens personality and knowledge
Dr. Chen – Is top notch, she is so personable, patient with the elderly, and very calm.
She had saved my daughter-​in-​law eyesght, my dads emergency, my moms cataracts. Since I have been a patient of Dr. Chen, I have referred more than a dozen family and friends to Dr. Chen. All are extremely satisfied with the care that they received.
Bottom Line – Your eyes deserve the best, the location and staff is to be considered, however that pales in comparison to the care you will recieve from Dr. Chen.
100% confidence

The receptionist must have been trained at the same school as «The Soup Nazi». I called to book a massage at the eye centers MediSpa and was told in a very rude way that «we don’t do that anymore!». («No massage for you!!»)
The biggest issue I have is that I was riding my bike through the neat community where it is located and right on the door it states they do massages at that MediSpa.
After reading the other reviews I believe that the Eye Center and MediSpa are probably pretty nice places but the whole staff needs to go through customer service training and perhaps even anger management classes.
So much for trying to support independent businesses.

The most positive thing about this business is the location and the community it is in. An easy drive off the freeway, plenty of parking in a clean and neat community. That is where the 2 stars come from instead of 1.
I live very close to Kapolei Eye Center and have seen their commercials on TV. I decided that this year I would make my annual appointment with them which I made a month ago. The lady who answered the phone caught me by surprise with her lack of enthusiasm and common curtseys. I would not say she was rude, however, pretty close. I gave her my insurance information and we set up the appointment for an exam and contact prescription.
Still excited to try the business, regardless of my first negative experience with the person who answered the phone, I took a half day off from work so I could catch their last appointment of the day. They asked me to check in half an hour early and I was there 35 minutes early just to be safe. When I entered I was not greeted, which made it uncomfortable, and stood by the desk. I saw another patient sitting and I smiled and said hello. There was an employee wiping down the counter and looked right at me and never said hi. Finally I said hello to the person at the front desk. I said, «Hi, I am signing in for David» She said «huh, are you checking in??» I am not sure why she felt the need to correct me as our first interaction. I said, «yes, checking in for David.» She did not welcome me, say hi, make me feel welcomed, just «License and Insurance» I gave her the cards and she said, Oh, we don’t take that insurance. I told her that the lady who scheduled the appointment, which could of been her for all I know, took all my info and confirmed that you did take my insurance, hence why I made the appointment. She said, no we don’t. What medical insurance, I said Kaiser. She said we don’t take that either. I said I wish you would of told me that when I made the appointment a month ago and discussed my insurance. She said, I will cancel your appointment.
No sorry, No thanks for giving us a try, no nothing, just I will cancel the appointment. I walked out of the office in shock because I was so excited to try this place and was treated as an inconvenience.
I read the other reviews and out of the 5, 3 talk about the staff «not being professional, exhausted, talk story»
Good potential, great concept, the service just isn’t there.

Avoid the Pua Manu Medspa, the laser treatments do not provide results. I had a BBL laser done to my face and never had ANY results or changes in my skin. I would understand if maybe I had very little results or maybe just a minor change, but to literally have not one change is shocking.
The BBL laser website states: «Following each treatment, skin may appear red and flushed for up to 12 hours, and/​or brown spots may become darker. However, redness usually disappears within an hour, and brown spots fade over the course of 1 – 5 weeks.»
My face was NEVER red and I NEVER had brown spots come to the surface. It is a shame that I threw away $ 500.00. I wrote an email with pictures of (no results) shown and never heard back for over a week; the reply I did receive was just to suggest a more expensive laser treatment.