Hiemstra Optical, Paw Paw, MI

I’ve been going here for years and have been quite pleased with the care I have received. Make sure that if you are getting a medical eye exam, such as a diabetic eye exam, that you know what your medical insurance will cover as vision insurance may not cover that.

Friendly, helpful staff.

Dr. Pelton diagnosed my glaucoma a day before I left for the winter in Florida. He put me on meds immediately and the office staff found a glaucoma specialist in Florida who accepted my insurance. They called a couple of weeks later to make sure the referral had gone through and to ask if meds were working. I’m so appreciative of their thoroughness and care. Thank you Dr Pelton and Kelsey!

Husband was sick. Called to reschedule first thing as soon as they opened and they expected him to still come in and spread his germs to all of them and everyone in the waiting room or because he has medicaid he could cancel and not be able to be seen for a year. They are doing people with Medicaid wrong. He is not the first one to be told this either. Another lady in another review said her mother was told the same thing. They dont care what your sick with either.

If it weren't for Mike I would be moving my business elsewhere. The man/Dr, whatever his title is, who did my eye examination ordered changes to my prescription. When the glasses FINALLY came in everything was blurry, up close, short distance, long distance!! Spent one hour and fifteen minutes while one of the techs bent the nose pieces, the frames, etc. I finally said they were fine just to get the hell out of there. Came back a week or so later and asked specifically for Mike. He went over everything with me. Long story short, there NEVER should have been any changes. Mike took the glasses to send them back. Even tho I had asked for tinted just like my old glasses, the new ones came back without it. Strike two! Mike added that to the order for the new glasses. He split the cost with me because he's a good guy and was truly sorry how bad I'd been jacked around. Another thing, I thought it best to call the Paw Paw office just to make sure Mike was going to be in. I swear I am not making this part up but my call was routed through AFRICA!! PLUS the dude was hard to understand and said I needed to answer some security questions. Need I say more, I hung up. So listen up, if you use Heimstra Optical always ask for the Female Doctor. I don't remember her name but she is sharp. Do NOT get your eye exam from the Male doctor. And if you have questions or concerns with your new glasses, ask for Mike. He's simply the best!!

While we are treated with care and respect during our visits, scheduling an appointment is a nightmare. This service is done overseas and the operators don't always understand what they are being asked. It is VERY frustrating that we are not allowed to call the location directly. Please bring customer service back to the local offices!!

Appointment was Canceled and cancellation was never communicated to me. Took time off work, coordinated with my wife, my three-year-old and my four-year-old only to find out my appointment was canceled with no notification and told that Paw Paw does not see children Under six years old. The worst part was the receptionist knew about the appointment and the double booking when I asked her about it, and even despite knowing the appointment was canceled, nobody thought to make a phone call to the customer to tell them?

Lesson learned. When asking if that’s published anywhere, the receptionist kindly told me it’s on their website.

You don’t cancel a doctor appointment on somebody, not give them notification and then tell them It’s their fault when they’ve taken time off work to come and try to help their four-year-old son figure out his vision problems. These people are fired. I do not recommend anyone do business with this company.

They do not meet customers where they are and their receptionists are downright rude. Simply terrible service.

When you call the phone number, you’re sent to a switchboard for people who don’t even work within company systems, they can’t contact the doctor directly and you’re completely dead in the water.

I'll make this concise. My mother has been without glasses since November as a new patient, and after waiting months for an appointment, Hiemstra Optical wrongfully denied her care due to their own scheduling error. I scheduled her for February 11th at 10:20 AM, confirming the time because their staff warned me about their Medicaid-only policy: if a Medicaid patient misses an appointment, they cannot reschedule for a year—a policy that is completely unacceptable and discriminatory. We arrived on time, yet they insisted the appointment was at 10:00 AM and refused to see her, showing zero accountability or compassion despite her urgent need for an eye exam. This experience made it clear that Medicaid patients are treated as second-class here, and I strongly urge others to seek care elsewhere.

Rude and not very informative the front staff do not even like doing the bare minimum at the desk for fitting no help in glasses don’t care if the frames are to small for the face sent my 26 year old disabled niece home with a kids pair with no knowledge or care that they are children’s frames for a 4 year old they were just the only pair of frames they had for her insurance that they thought fit her on there cheap little 12 options of glasses was so they didn’t have to restock or order something that would or could fit the others were men’s and giant oversized for her face my it was ridiculous she got her prescription and just ordered offline this place has become complete joke even when you pay big out of pocket which I did before for myself and never again for 200 plus the plastic came off the metal such trash absolutely not and never went back even then you get the bare minimum of help they USED to be so wonderful and helpful and now it’s just slackers who have a job and don’t care what they’re really supposed to be there for will never come back to Paw Paw Hiemstra optical this place need an entire upgrade in the front of staff workers they seem to care only of there own appearances and selves and there day to day crap at home

I am a new patient, so do not have much to base my review on. Other than the fact that they got me right in, treated me well, gave me options, did not try to upsell me, and had the best selection of eyewear. Everyone there was very personable!