Ilex Eye Associates (Drs. D. & K. MacDonald and Associates)
9 reviews 354 King St N, Waterloo, ON +1 519-885-4539 www.ilexeye.com suggest an edit
12 November 2023 7:43
I was an patient there. One day, I walked in with a pair of new glasses ordered online. I felt it was something wrong， so I wanted to verify it. I talked to front desk to ask a favor: if they could measure the degree of the glasses. I told them I was a patient there. Someone take my glasses in and measured. When they returned, they told me one eye was not right. Then I asked them to write down the degrees on paper so that I can compare them with my prescription which I could do when I went back home. They refused, for it wasn't made there. Because my file was on her hands, I asked again if I could have a look of my latest prescription on my file. No again, "You have to pay $30 to get a copy. "
This is a little favor any glasses store are willing to provide for free. I didn't expect to be treated like that. I cancelled my family's future appointments and won't come back again.
Another thing I want to share is my wife's experience. Once when she came and waited for an eye exam, she was just browsing their glasses frames. Because she doesn't wear glasses, a staff told her if she had no intention to buy a frame, please do not touch the frames.
If you are a patient like us, who will not buy glasses from them, I don't recommend you come to this place. I guess in their "protocol", such kind of low value patients are not so welcome. Every time I did eye exam, the optometrists were always nice and patient. But the other staff were not. Optometrists would tell your prescription orally. But if you don't ask, the front desk wouldn't print it for you. And if you have any questions about the prescription's terminology, they wouldn't explain either. You know the reasons.
This is a little favor any glasses store are willing to provide for free. I didn't expect to be treated like that. I cancelled my family's future appointments and won't come back again.
Another thing I want to share is my wife's experience. Once when she came and waited for an eye exam, she was just browsing their glasses frames. Because she doesn't wear glasses, a staff told her if she had no intention to buy a frame, please do not touch the frames.
If you are a patient like us, who will not buy glasses from them, I don't recommend you come to this place. I guess in their "protocol", such kind of low value patients are not so welcome. Every time I did eye exam, the optometrists were always nice and patient. But the other staff were not. Optometrists would tell your prescription orally. But if you don't ask, the front desk wouldn't print it for you. And if you have any questions about the prescription's terminology, they wouldn't explain either. You know the reasons.
19 October 2023 12:10
Parents please read!
I have never left I negative review in my life but I feel it is extremely important for others to be aware of what happened in Dr Karen MacDonald’s office this past week.
In doing so, in hope that no other mother/parent with children has to go through what I experienced and I hope that Dr MacDonald receives the help she so clearly needs.
I arrived at the office with my 4 year old and my sleeping 2 year old in my arms. As I waited in the office holding my sleeping son and filling out an intake form for my child, my eyes were down on the form when my 4 year old pressed the button that raises the height of the exam chair. I told him to stop and he stopped. When Karen walked into the room and saw the chair had been raised, she began to behave in a way I can only accurately describe as erratic. She could not begin the appointment as she became more and more angry about her chair.
Between her spouts of anger towards me, I tried to explain to her what had happened. She would not let me speak and then leaned in towards me with a nasty look on her face and yelled “ you need to do more than just tell him to stop! ”
At this point I looked at my children and realized this is not a safe place for them to be and needed to get out.
She then decided to storm out of the room before I could say anything else.
No human being deserves to be verbally mistreated by a Dr especially in the presence of children. I had to do a lot of damage control with my sensitive 4 year old who was terrified by Karen’s anger and very concerned about the entire event. I was heartbroken that my kids had to witness that.
I do want to mention that the woman at the front desk was very kind especially when she saw I had a sleeping toddler in my arms and apologized for what happened.
My husband called the office and asked for the Karen to call him back as he has been a long time client of Ilex but he never got a call back.
I have never left I negative review in my life but I feel it is extremely important for others to be aware of what happened in Dr Karen MacDonald’s office this past week.
In doing so, in hope that no other mother/parent with children has to go through what I experienced and I hope that Dr MacDonald receives the help she so clearly needs.
I arrived at the office with my 4 year old and my sleeping 2 year old in my arms. As I waited in the office holding my sleeping son and filling out an intake form for my child, my eyes were down on the form when my 4 year old pressed the button that raises the height of the exam chair. I told him to stop and he stopped. When Karen walked into the room and saw the chair had been raised, she began to behave in a way I can only accurately describe as erratic. She could not begin the appointment as she became more and more angry about her chair.
Between her spouts of anger towards me, I tried to explain to her what had happened. She would not let me speak and then leaned in towards me with a nasty look on her face and yelled “ you need to do more than just tell him to stop! ”
At this point I looked at my children and realized this is not a safe place for them to be and needed to get out.
She then decided to storm out of the room before I could say anything else.
No human being deserves to be verbally mistreated by a Dr especially in the presence of children. I had to do a lot of damage control with my sensitive 4 year old who was terrified by Karen’s anger and very concerned about the entire event. I was heartbroken that my kids had to witness that.
I do want to mention that the woman at the front desk was very kind especially when she saw I had a sleeping toddler in my arms and apologized for what happened.
My husband called the office and asked for the Karen to call him back as he has been a long time client of Ilex but he never got a call back.
18 October 2023 22:38
The staff really cares about giving the best care they can. Very professional and they went above and beyond to answer questions and make me feel comfortable.
12 October 2023 10:31
Went today to get new glasses. Avery helped me out. I explained to her what I do for work and she helped me find some that would suit me. Now I can work and also look good at the same time.
10 July 2023 16:02
I've been a client of Ilex for many years and highly recommend this group as responsible and very caring. Thank you for your continued excellent service.
16 May 2023 15:04
Been going here since the late 2000's always a good experience over the years. Any new doctors I've seen have been great
16 April 2023 4:09
Ilex is very clean and has a comfortable atmosphere. The staff has always been friendly when I've been in. Dr Chang has always been wonderful and attentive working on our family's eye care.
She is very patient with children and does a great job and doing what she can to make them feel comfortable.
She is very patient with children and does a great job and doing what she can to make them feel comfortable.
22 February 2023 7:25
A beautiful clinic conveniently located, the owners care a great deal about administering proper eye care in a professional and consistent fashion. Dr Derek MacDonald listens thoroughly to your concerns, runs every test necessary, and takes the time to explain the results to you. A very patient and thorough service in my experience. Grateful to have good eye care with this group!
07 November 2022 4:27
Very friendly and professional. Lovely little clinic. Dr. Chang is patient, thorough and informative. Took me very last minute and provided lots of information on my particular situation. Absolutely recommend.