Rouse EyeCare Center

I really liked the dr he was nice and helpful. It was a little confusing coming in and out but I’d probably go back for the dr.

I do not write bad reviews but I am making an exception for this office. If you look at the bottom of the recommended reviews there are over 28 hidden «other reviews that are not currently recommended.» Take the time to read through those also before you work with them.
One of the first things they asked me to do at Rouse was to write a review for them on Unilocal.I’m sure this is not what they had in mind, but I wrote a review.
I was told someone would call me to talk to me about my experience, and to this day no one ever has and I gave them time to do that.
I was the last patient on a Friday before a holiday weekend. I had a very long appointment with Dr. Rouse that left me feeling uncomfortable. When he was describing all the different options to me there were 3 or 4 other women in the room with him, and one was standing at the door holding my purse. There was a lot of information he was sharing and it was overwhelming. I asked questions during the apt and was either ignored or answered in a curt manner. He is a very unfriendly doctor and I did not like his manner at all. I also had a friend with me in the apt and she had a legal right to be in the apt with me and he would not let her in for most of the visit. I didn’t argue but I knew he was wrong it that, that was a red flag. She also agreed that his manner was off putting and he did ignore my questions.
When the visit with him was over they went over the frames and lenses, they told me the price and it was very expensive. I let the women who was helping me know that I was unsure about the progressive lens he wanted me to get (because eventually I would have trouble reading because I was over 40), and that is not even the problem I went in there for. Against my gut feeling I ordered the glasses still hesitant on some of the options they were putting in there. At the end of the order the woman said that because of the holiday they would not start working on these till Tuesday.
The next day (Sat morning) I called and left a message and said I would like to speak to someone because I was uncomfortable about the whole apt and I wanted to cancel my order. It wasn’t even about the price, I just didn’t want to support his business because of the way he made me feel and I wanted them to know that.
They were not in the office till Tuesday morning and I went to the office as soon as they opened. I was told they hadn’t listened to the messages yet. I was told that the lab gets it automatically and starts working on it, which is not what they said on Friday. I reminded them that I ordered as the last person on a Friday and the lab was closed till that morning. The front desk person told me that she would talk to the doctor to see if they could cancel it and call me back. I was later told (after I called her because she never called back) that I could cancel it but there was a cancellation fee. It was $ 200 dollars based upon my glasses fee. I got very upset over the phone, I admit that, and told her I did not want to pay that and she needed to show me that the order went through. I asked for their policy to be sent to me along with proof. I eventually received something in the mail showing they refunded me but still charged the $ 200, and a copy of their policies. No note, no information, and nothing else.
I wound up going to another doctor and getting a new prescription, and it was for the reason I went in. He did not add progressives lens and I was much happier with him. I then took my RX and went to Capitol Eyes in Lacey who just does the glasses, no eye exams. They are awesome and even agreed that it was too soon for the order to go through with Rouse based upon the way their labs works. I ordered the same exact expensive frames I was ordering at Rouse, and even if I had gotten the progressives I still paid hundreds less and that even took into account the $ 200 fee I was charged. So even with paying the cancellation fee I still paid less for my glasses then I would have if I had ordered through Rouse.
So that was a lot of detail, but I feel it was worth it if it helps someone else. This doctor is not in the business of helping people and customer service. I would not recommend this place to anyone.

Terrible service and rude employees. I went for an contact lens exam and paid for the exam. I needed glasses due to an issue the doctor found. we asked several times if there was a fee for the exam or any other charges they said no even my doctor assured me that I just needed to pay for the glasses and that was it. A month later I was sent a bill for another $ 160 dollars. Confused I called them. they had no supervisor in store nor anyone that could help me. Both employees were rude and told me to just pay it and it’ll be fine. I was floored. It showed me that they have no interest in actual customer service, they are just out for the money. I will not be returning here and will be filing several complaints to insurance and The BBB. We have had several run ins with them and they refuse to work with their customers.

After my negative experience at Rouse Eyecare, Deliah Rouse contacted me to arrange a time to talk with me about my experience. She called me personally to apologize for my unsatisfactory experience. I have no doubt her apologies were sincere. She seemed genuinely unhappy that I had the experience I did — clearly customer satisfaction is a primary concern of hers, and by extension, of the Rouse team.
During our conversation, Deliah told me that Rouse has adopted my shipping flat-​fee suggestion. I am very happy to hear that they not only listened to me as a customer, but also made that convenience available to future customers who want their lenses sent to them.
She asked if I had received the letter that Carrie had sent me shortly after I posted my review. I had not, as it was most likely sent to the old address they on file. Deliah not only texted a copy of it to my phone after our call, but also still re-​sent a hard copy to me at my current address.
The letter started out responding to what I said in my first update of this review about the woman working with me trying to sell me lenses with more bells and whistles than I told her I wanted. The letter says «We strive to offer and fit each patient with the product best suited to their prescription needs. We would be remiss in not offering you the most up to date technology available for your vision needs and wants.» I think the key phrase here is «needs and wants», and I made it clear that I wanted only the same type of lenses and coatings that I had purchased two years prior. Still, I appreciate their dedication to offering their customers the best. The letter goes on to address various parts of my negative review, explaining why each thing happened on their end, and ultimately apologizing for my experience. In the end of the letter I was asked to «please tell us how we could possibly make it up to you.»
I really appreciate that when I never contacted Rouse after this letter was sent (because Rouse had an old address on file), they contacted me. That initiative separates them from so many companies that passively welcome customer feedback, and shows me that they really care what customers have to say.
Overall, while there is little they could do to undo my experience, I think that the amount of personal contact I received after the fact, and Deliah’s dedication to personally listening to and discussing what I had to say, is really top-​notch customer service that is refreshing in this increasingly corporate, anonymous world.