I went in as a new patient. I did not have to wait for a long time. Everybody was friendly and helpful. I received my trial contacts and really had some problems with them as they were not my normal brand and they were completely helpful both times I called. They ordered me a new trial pair in my preferred brand. I went in on a separate day to look at frames and Lea was so helpful and really knew her stuff. So far I have no complaints with ESA!!