Eye DoctorJacksonville 4.8 (507)
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Eye Doctor in Northeast Florida
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Dr. Carvell is great doctor, and a very kind person. I liked her so much that I scheduled a visit with her for my partner as well. That's why it sucks that her staff alone is the reason I have to look for a new doctor. I'll leave a short summary at the bottom incase you want to skip my personal experience. I've worked in customer service for almost 20 years. I know what it means to treat someone with respect and like a human being. For the second time in a row, the person at the receptionist desk (Kelly?) has made me feel extremely unwelcome. The office is far from me, but Dr. Carvell is a good doctor so I felt it was worth it. So this morning my partner and I made the 30 minute drive. My partner for an exam as a new patient, and myself because my trial lenses are over a month old now. So they're dry and tattered. We arrived around 5 minutes late (This is our fault, we took a wrong turn) and we were greeted with a cold: "We needed you here early. You're gonna have to reschedule". It was our fault for being late, so I don't even care about that at this point. What I care about is what happened after. I explained that my trial lenses were old and needed to be replaced. Originally, Dr. Carvell felt that I should hold off on buying boxes of lenses since I was considering eye surgery and my vision might change in the future. I did not have the surgery done, and I needed to either replace my old lenses with new trial lenses, or just straight up buy new boxes of contacts. She started by saying "I DON'T EVEN SEE YOUR PRESCRIPTION IN HERE." After acting annoyed, she eventually said she'll go ask Dr. Carvell what we can do and left. When she returned, she said that my contact prescription was not finalized and that's what my follow appointment(s) were for. I explained to her that even though we discussed potential surgery in the future, I still took an exam and was fitted for contact lenses. So regardless of it potentially changing in the future, I took an exam and had a prescription. I was literally wearing the trial lenses from the appointment and told her that they were great for me. "NO. YOUR PRESCRIPTION IS NOT FINALIZED. WE DON'T KNOW WHAT YOUR FINAL PRESCRIPTION IS." She was not putting any effort into listening to me and acted like I was wasting her time. I tried my best being flexible and was willing to do whatever we can: "Can I try another trial lens in the meantime?", "Can I just purchase boxes of what I'm wearing now?", "The lenses I'm wearing are just so old and dry that I don't mind wasting money later down the line on more contacts". I stood in front of her very clearly distraught for about 5 minutes politely trying to figure out what we can do. "YOUR PRESCRIPTION IS NOT FINALIZED. THATS WHAT YOUR FOLLOW UP IS FOR. YOU WILL NEED TO SCHEDULE A FOLLOW UP TO GET YOUR PRESCRIPTION FINALIZED." In a final attempt, I explained that the trial lenses I was wearing were all that I had, and asked if there was literally anything I can do because I needed to see. " I DON'T KNOW WHAT YOU WANT ME TO DO. THAT'S WHAT BACKUP GLASSES ARE FOR." The entire time I spoke with her, there wasn't an ounce of sympathy. Worse, she acted like I was bothering the heck out of her and wanted me out of her face. I wasted my PTO and an hour of driving all for nothing. The worst part? When I get back home I receive a text from some short automated number that I can't even reply to saying " Dr. Carvell has finalized your prescription. You can now order contacts or we can give you your prescription. " HUH? I call their office, speak with Christy, and she says "Yeah, Dr. Carvell was with a patient. She just needed some time to finalize your prescription". When I explained that's not what I was told while I was there, there was was no sympathy or accountability. In short - Dr. Carvell is legitimately a fantastic doctor. She's kind, puts in time, and makes you feel heard. But her staff couldn't be more opposite from her. They're stone-faced, short, and treat you like cattle. It's bad to the point where I probably will not return.
We have been patients of Dr. Carvelle for well over 20 years. She and her staff have always been both professional and caring. We highly recommend Dr. Carvelle and Associates.
Update: 03/30/2026 If you're looking for a low quality customer service and a subpar eye care business, you're at the right place. However, I'm sure you're looking for the best there is to offer. I highly and strongly suggest elsewhere. (I went to Clay Eye and they found my eyewear prescription from "Dr Carvell & Associates" was 3 steps out-of-focus! Now I can see clearly after a second opinion from Clay Eye!!!!) A friend asked if I could drive them to "Dr Carvell & Associates" over the lunchtime hour for an eyewear adjustment. They called "Dr Carvell & Associates" to see if an appointment was needed. The lady who answered the phone said to come in anytime between their business hours: 8:00 am to 5:00 pm. When we arrived at 12:50 pm today, the inside lights were turned out and the doors were locked. The lady NEVER SAID there was a lunchtime closure and it's not on their website. The doors weren't opening until 1:45 PM as the sign read on the door. Again, this is a true sign that I made the right decision and switched to Clay Eye. You will too in the long run. ~~~~ Original Review: Now that I've learned "Dr Carvell & Associates" have been purchased by a corporation, my Check-In for my appointment makes complete sense. I needed to supply all of my cards (ID, Insurances) which the receptionist shared that they have a new system. I never thought to ask if they were purchased. I assumed ( bad for me ) the wonderful "Dr Carvell & Associates" that I've attended over the years had upgraded their computer system. No, it was due to the corporation getting copies of all cards. Most of the office personal were new and the energy was off. It didn't have the old "inviting" feel. There was no heart and soul. When it came time for me to order new glasses, I approached the person at the desk. The folks fitting the glasses are all new. When I indicated that I'd like to continue with ordering the Zeiss lens, they said "Dr Carvell & Associates" does not deal with Zeiss any longer. However, all of the mirrors on their desks have the Zeiss logo. Hmmm. This was a red flag for me. The Zeiss len was the whole reason I come here. When it came time to perform measurements, I didn't get a strong sense the person performing the measuring knew what they were doing. I decided to cancel going through with the purchase. I was really set on Zeiss lens because of the excellent experience in the past decades with Zeiss. After some research, I located a WONDERFUL eye glass location called: Davalt Optical located at 45 W Bay St Suite 101, Jacksonville, FL 32202. They have all style of frames, dating back to the 1700's to the modern day. And... they deal with Zeiss lens. High quality glasses are so worth it!! It's important to be able to see properly!
I will start by saying Dr. Carvel seems to be a good doctor, however not sure if it’s her or her staff that seems to be padding their billing. I paid my bill at check out and once I received the explanation benefit of benefits from my insurance company it said I was due a refund of what the office collected and what my insurance said I was liable for. The staff was rude and unable to comprehend a simple, EOB. Long story short I had to get my insurance company involved with a call to the office. I will not be going back to this practice.
Normally go to Dr Carvell but decided to go to another eye place to get my new prescription. For some reason, I was still having issues with seeing out of those lens. I scheduled my annual exam with Dr Carvell my last time as that’s who I normally go see. The prescription I have now is on point. I can see distance and close up without taking my glasses off to see. I’ll be staying with Dr Carvell
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