Long term customer.
My wife, two kids, and I have used Paquette for many years. Paquette is an independent, family run operation, with the associated humanity (plus and minus, though I haven't experienced the minus yet). I think if the issue cited int he 1st two reviews had been reported to the manager, she would absolutely have handled it promptly and professionally.
I do not think it fair (or at all accurate) to critique the whole enterprise on the basis of this unfortunate experience. With so many opticians to choose from in Mountain View, certainly we would not stay with one that didn't consistently meet all of our needs.