-
January 2024 by Vee T.
never answers the phone, then gets routed to customer service line where they don't answer. you can't get any help online because they tell you to call the help line which they never answer.
-
November 2023 by Mike Gruszka
Stopped in unannounced because my glasses had got bent and the lenses had popped out. They looked pretty busy but it wasn't long before Kaleb took care of my problem and adjusted and cleaned my glasses like new. Kaleb's handiwork is better than any advertising they could buy. My wife and I will be back for all our optical needs.
-
November 2023 by Kit Hélène Tannenbaum
Great service provided by Nichole, Mikhail, Aaron, and Kevin!!!I don’t understand the lower average rating because I’m always pleased when I come to Visionworks. I’m most thankful for the staff’s patience when answering my 100 questions that they get asked all the time.
-
October 2023 by Jesse L.
After posting my now infamous review, Kelly (GM) gave me a call. She appreciated the sense of humor I obnoxiously hammered on with in the original review. Great sense of humor.Anyway, you don't need to know all the details, just that she acknowledged my frustration with the post-COVID corporate hellscape that is Centralized Human Resources Centers that Visionworks unsurprisingly takes part in. This is obviously beyond her control, but what WAS in her control was the kindness and humor she showed my wife and I in making things right. Each follow up was in kind, and we ended up purchasing a set of glasses in addition to the contacts. In a calamity of errors (it's hard to stop tripping down a set of stairs), the trial pair of contacts was in the wrong Rx, but this was quickly resolved with the on-site doctor. At that point, it was just funny, and we all had a good-ol Karen laugh about it. The gentleman who adjusted her glasses today was super kind. Once my wife - who's only period of rapid decision making has been saying yes to my proposal - had lunch and realized she needed a second adjustment just 20 minutes after these poor people thought they were finally rid of us, he happily made the necessary adjustments to the princess and the pea while Kelly hid from us behind her desk. Needless to say, we told her "see you real soon!"In conclusion, corporate center robots in no way represent the awesome human beings you will interface with at the store, and I encourage you to give this place your business. Just be sure to never let them know I sent you.
-
October 2023 by Veronica A.
I have been a patient of Visionworks for several years and have not had any issues until now, I don't know what happened but service is terrible and they was overschedule the appointments. In July I made an appointment for myself and my husband to be seen around the same time. As we approached our appointment date we kept getting text messages changing our appointment times. The last change we were scheduled over an hour apart from each other. I canceled the appointments. I did need contacts so I figured I would schedule myself. First appointment was October 3rd. I scheduled online. I did all my paperwork early and showed up early. The young man at the front desk was nice but seemed a bit confused about something regarding my appointment. He did finally check me in and said to have a seat and someone will be with me shortly. He also told me I was not eligible for new frames at this time. (This I found weird because I never have purchased frames with my insurance so I should have been eligible. But no worries as I was getting contact lenses.)Waiting room was jam packed. There standing room only and several more people waiting to be checked in. about a good 20 minutes went by and nobody was being called in.After 30 minutes a few people went in and also a person who checked in after me was called in for the preliminary eye tests. I waited another 15 minutes and finally gave up. I went to the desk to ask what was going on. No explanation, just a blank look. I told them to cancel my appointment as I have been there for about an hour with no service. She asked if I wanted to reschedule and I said no thank you!Never again!
-
October 2023 by beth hollenbeck
The amount of texts to remind me of my appt was absolutely ridiculous. I got 3 daily text messages (3 appts) every day for a week reminding me of the appt. We were at our appts early and still spent 2 hours....the staff were really polite.
-
August 2023 by Cindy Bennett
I bought my glasses here last July. I broke the arm away from the frame. I stopped in to see if they were under warranty or could be fixed. I was told they couldn’t be fixed and the warranty expired 3 weeks ago. When I asked to speak to a manager, the woman said she was the assistant manager. She proceeded to tell me the same frame is available for $164.I drove up the road to Sacco Eye Group, where I have my eye exams & ordinarily buy my glasses. Ken at the eyeglass center looked at the glasses and fixed them for me in a matter of 5 minutes. Sacco is a privately owned business, with reliable & excellent service! Sacco will continue to have my business!!!
-
August 2023 by Ava I.
2 stars is generous and here's why, the team here is great, helped me with my contacts, and even showed me how to put them in and take care of them. I've been going yearly since i've been little to get glasses once a year. but the worst thing about this business and you'll see in multiple reviews, that when you call it's a robot, who will try and transfer you to a human but after waiting 20+ minutes another robot pops in the line asking what you are looking for so they can direct you to a better handled representative. that never works. another 20+ minutes and no answer. Especially frustrating when you don't need another exam and you are just looking to place an order for your past prescription. if they fixed the phone problem, where you could actually talk to a human being; would bump this to 4-5 stars.
-
July 2023 by Jacqueline B.
I'm so disappointed. I ordered a pair of glasses almost a MONTH ago and they are STILL not in. This has NEVER happened to me before and I've been wearing glasses my whole life. This is unbelievable and unacceptable.
-
July 2023 by John Dobrinski
I received a coupon for discounted glasses with an expiration date of 7/31. When I called for an appointment, I was told the next available appointment was August 31. THEY TOLD ME THEY COULD NOT HONOR MY DISCOUNT CERTIFICATES EXPIRING 7/31 when I asked them… Well, you cannot give me an appointment before the expiration date.. They responded curtly, NO. They just lost a customer.. Very poor response ….. I will not return to this business…. They did not care and had no service recovery response…. They obviously cannot “see” the needs of their customers. I am in my 70’s and need glasses… they did not help me today………
-
July 2023 by danni williams
I have had nothing but problems with visionworks the lasts three years. From never calling to let me know my order is in to switching appointments from in person to telehealth with no notice. Now they have cancelled and rescheduled my appointment last minute and you can’t even talk to a person in the actually office.
-
June 2023 by Nicole Genter
Went to pick up glasses today, and was supposed to get trial contacts for myself and my husband as well. Mine only had 1 eye that had come in, no idea when the other half of the order would be in. Husband's trial pair had never even been ordered, and our original appointment was 3 weeks prior. His contact order had come in and they were ready to let him leave with those, because no note had even been left that he was waiting for trials and needed a fitting appointment. I was not expecting the staff to be so disorganized and clueless, considering this is their whole job. Never had these problems at the Front Street branch, but their appointments were booked out much farther than what we needed so we decided to give the Vestal one a try. Will not be going back once the rest of our order comes, if it even comes in.
-
June 2023 by Michael Stewart
Please ignore all these 1 star reviews they do not reflect how courteous and awesome the staff at the Vestal location. I have never had a bad visit here and have always felt welcome and respected. The staff have always gone above and beyond to ensure I understand everything during my visit and all options when making any purchases. Wouldn’t trust any other place to take care of my vision!
-
June 2023 by Peter Graham
I feel that often when an employee goes above and beyond for a customer they are rarely recognized. I had an interesting time trying to get my new glasses. Then along comes Nichole Lyons on one of my visits, wow what a difference in professionalism. She took the time to listen to my needs and helped me achieve my goal for my two new pairs of glasses. Thank you Visionworks for having her on staff and thank you Nichole Lyons for being so helpful in making my new glasses work well for my needs.
-
June 2023 by pamela wheeler
I’ve been going to visionworks for many years. Everyone was helpful and nice. However I bought my last glasses on May 18 and was told they would be ready in about two weeks. After about two weeks I didn’t hear anything so a few days later I used their web site to check on my order and it said it was pending. I called and the automated person said it would be 3-5 more days and they would contact me. I started doing this daily and it was always the same. So I went to visionworks when our doing errands today June 12( only to find it closed for lunch 2:15- 3:15 ?????) I waited and when I inquired I was told they contacted me on June 1st. Not on my email or phone as I checked. They couldn’t tell me how they contacted me. So my glasses sat there for 12 days while I stressed about getting them in time for my trip tomorrow. Not happy.
