I wanted to give 5 stars but the wait time definitely reduced it to four stars.The good things: once I got called in, the doctor was thorough but also quick. I was done fairly quickly. The lady that helped me with the glasses fitting and figuring out my contact order was very helpful, didn’t make me feel rushed, she helped me find the right glasses and overall was just fun to interact with. Lady with the colorful glasses, I see you!The not so good things: the receptionist wasn’t totally friendly. I wouldn’t say she was rude, but just aloof. Not a huge deal though.They called me in 25 minutes after my appointment was supposed to start. They weren’t apologetic either. However, in light of the good things, I’d say it was worth the wait.

The wait time is way too long, workers are slow and take their time doing everything. Went for a simple adjustment and was there for 45 minutes.

The phone system at the Henrietta, NY store is horrible. It tells you that you are calling after hours ( I called at 9:30 am) store opens at 9am. Then disconnects you. I was calling to pay the deposit on my glasses, should not have to be inconvienienced if Im paying my money out. Get your system fixed!Update: 7/2/2021- Happen to working from home today and decided to call and check on my glasses, learned from some random customer service person ( could not get thru to the actual Henrietta store) that my glasses have been ready since June 23, 2021. Insurance or not, I will not be going back to Visionworks, EVER!

My family and I have been going here for years. The staff is always friendly. I dont think the optometrist has aged since I first met him. The staff really does their best to accommodate us, and deal with my sassy mother. They explain what our insurances do and do not cover. The doctor has always been nice, sometimes stands in front of the letters, but thats really it. Rated 4 because the frame wear is not the greatest selection, more or less they are the same. A lot of duplicates that are the same size. I have a wider face and not many types of frames fit my face, so I end up always getting the same thing. Kind of annoying.

Absolutely appalling automated phone answering system. There is not even an option to talk to someone on the phone.

Excellent customer service. I broke my frames and had a spare set at home. They repaired my glasses in a few minutes and I was on my way! You guys earned sales from me in the future!

Tim was very knowledgeable & friendly in helping me choose a new pair of glasses. He even sat down with me to explain in detail what choices i have as bifocals, trifocal, glare reduction & tinting. The BEST customer service Ive ever received in picking out new glasses! His excellent customer service truly is an asset to the company!!

They have to be the worst eye care in the country. Not Monroe county but Country. Hard to reach. Wait 1 hour pass your appointment. I cant believe how bad they are.

This location is horrible. Second time here and wait forever, clients taken out of order. No organization. Glasses dont fit right, could only wear one day and needs adjustments. Waiting forever.

They say the will call or text--they wont. The staff wont look anyone in the eyes, address them when they walk in, smile, or tell you which glasses you can choose. Just figure it out on your own! The doctor was sort of one of the better Chain store docs but that isnt saying much.

They make buying new glasses not only stress free but the outstanding staff make it fun! They are professional, warm, friendly, and they know their stuff! I get so many compliments on my new glasses and have finally been fit with contacts that actually feel comfortable!

I came to the Henrietta store twice to get my glasses adjusted. First time they were too busy, three days laterI go in and was told I had to make an appt for the next day.I ended up going to EyeExpress I walkec in and they took me right away, tightened my glasses in less than 5 minutes.P.S. Ive been on hold with VisionWorks for a total of 25 minutes to tell them I needed to cancel tomorrows appt. Im gonna hang up now!

Phone wait times are unbelievable

Made us an appointment last min, despite being basically fully booked, and found us coupons to help us pay. Very friendly, would definitely return! Loved the great customer service, which can be hard to come by.

Ive always found the staff to be friendly and helpful at this store. However, when I got my glasses last year I was given two options: normal lenses, and thin lenses. The thin lenses were SUPER expensive, so I opted for the normal lenses even though I have a strong prescription. When I picked them up and was getting fitted, I was told about a third option, which was an in-between of the normal and thin. That option was affordable, Im not sure why I wasnt presented with it when I initially ordered them. Luckily, they offered to send them back and get the in-between lenses instead of the normal lenses, and didnt charge me anything extra besides the price difference of the lenses. This in-between option was exactly what I needed, especially because these glasses were just back-ups.This week, I went to order a new pair of glasses, and AGAIN was only presented with the normal lenses and thin lenses. I asked the woman if there were any other options, explaining that I found an in-between option last year. She reluctantly offered me the affordable, in-between option, but I had to pry for it, it wasnt directly offered. She then proceeded to try to talk me out of them and into the thin lenses, which I declined. Im not sure if they get paid more for selling the thinner lenses, but I definitely would have preferred being presented with ALL the options of lenses, instead of just the two.

We had good experience with friendly staffs.

I made an appointment for 12 and was not seen until 12-30/12:40 bc they took someone ahead of me. The dr dragged his feet around and looked like he did not want to be there at all. Sales rep seemed less than pleased to have to deal with me probably bc my insurance covered everything. I’ve tried calling multiple times and have waited on hold for 20-40 minutes still with no answer! Tried multiple numbers and even the online chat and nothing but automated systems. Awful experience and definitely would have chosen a different place had I know this would be the customer service.

Went in this store after a frustrating day of shopping for new glasses, mine broke on vacation and needed new ones ASAP.A man met us at the door and I explained my situation, He looked up my insurance and gave me time to select several frames that I liked. He asked 2-3 times if I needed assistance and after explaining that the new styles are to wide for my face lead me over to the childrens section. I found several pairs that I liked. The selection they had in the store was excellent! So many to choose from even in the childrens section! I did have to wait a week for these to come in but it was the best service I had all day at several stores in Henrietta! Have sent 5-6 people there since and they have all been very happy and said they would return. Also, I got 2 pairs of progressive glasses for $165.00! Would have paid $450. plus at any other store I went to. I will be going back again!!!

Id give zero stars if possible. Management and salespeople are very hostile towards patients. Dont visit this branch!

Doctor was extremely rude! Was tempted not to complete my visit. After not answering a question to his satisfaction, I was interrogated and given sarcasm/attitude the remainder of my exam! This rating does not reflect the front desk or person that took care of my glasses fitting/order. They were very pleasant!

The new Management is world class service. 😀🙌🏾 I went in with my daughter to order her new glasses. She was able to get her glasses right in time for her to go back to college. Thank you to the new Manager he provided quality service to get us what we needed in a timely Manner. Also, Tom gets 5 stars ⭐️ ⭐️⭐️⭐️⭐️.

This store is fabulous. My wife and I went to the store and were so pleased with the service we received. Stephanie assisted is and she definitely pursues excellence!

We showed up so my wife could get new glasses and contacts. Smooth talking guy made it seem like we got all sorts of discounts, then 4 months later we get a bill for an additional 40 dollars? Called customer service and they couldnt exexpla where this came from. Place is the dirt worst, and we wont be coming back if they are going to nickel and dime us.

The staff is very friendly and helpful. They took the time to make sure my new glasses fit perfectly. This is my 2nd pair from this store, I will be back when the time comes.

I went on a Friday after work and they were super busy. Receptionist seemed annoyed that I had come in and was complaining how busy they are and short handed. First off, that is not my problem. Secondly, that is not good customer service. After a long wait I was finally seen. They guy who helped me with the glasses was very nice and friendly. He helped me pick just the right glasses and explained everything very well. I do like my glasses and have had no problems yet. I just do not like the attitude of the receptionists, even on the phone they seem rude and act like you are bothering them. My insurance covers my glasses there so that is where I pretty much have to go.

I was thrilled with the friendliness and customer service of the staff in the store in Henrietta. I couldnt ask for a better experience. One thing that I wasnt really thrilled about was the two weeks turn around for my glasses. I would definitely go there again.Marybeth V.

Friendly, warm and cozy atmosphere. Staff is helpful and courteous. My favorite eye clinic and would recommend ALWAY!

Stephanie and Sue are absolutely amazing! The customer service was outstanding!! Thank You so much!

I spent$324.00 on glasses. When I picked up my glasses I told them my reading is good but distance vision is not right, they said you can anylize from your doctor. At my doctor office they find out that they didnt read your prescription write. So again I went to Henrietta location to ask them to fix it Paula helped me and I explained her everything she acted like she know what shes doing. I was back and forth it take me three weeks I really need glasses for work I told them cant see without glasses. Finally went to pick up and try my glasses this time reading& distance was messed up. I get my money back,but it wasted my time and still no glasses. In Henrietta office none of them know what they doing I talked 4 people none of them have no idea what they doing. Front desk Nicole was the very rude and unprofessional. Dont fell for deal they have. PLEASE DONT WASTE YOUR TIME DONT GO TO HENRIETTA OFFICE.

Worst customer service I have EVER had!!! Do not waste your time at this location!! Transfered everything to the Vision Works in Victor. Worth the drive! EXCELLENT customer service! The employees actually know what theyre doing! Would give Victor store 10 stars if I could!!!

The doctor is not friendly at all and always looks like he cant wait to get you out of his office. If you come at peak hours (5 pm when people are leaving work), the staff is overwhelmed because they schedule too many people to handle all at once, so expect to wait a while. Then when they do help, they are short with you because they are strained from trying to help more people than they can reasonably serve. Ill be making my appointments in Pittsford again to avoid this store!

It was my first time ever going to this place but I have gone to other Visionworks in the past and they’ve always been great so I figured I would give this place a try. I found the customer service to be exceptional! However when I got into the doctors office, I felt as though he wasn’t listening to my problems and when I told him my vision seemed off in a certain eye he didn’t even respond to it and just kept my prescription the same so my eye still sees blurriness. I was literally in the chair for 2 minutes and then he told me I was finished. So currently, I can very well say I am not happy with the doctors there. They simply seem like they are there just for a paycheck and nothing else. I will definitely not be recommending this Visionworks location to anyone, or the doctors.

Stephanie and Sue are amazing!! Ecxellet customer service and guidance while choosing my first pair of glasses!! Thank you so much!

Bring wife here for all your vision needs. Always friendly and professional.

The front desk lady rushed me through the initial/pre-test before the actual eye exam with the optometrist and even got frustrated at me when I kept blinking and closing my eyes. Completely unprofessional and I felt uncomfortable the whole time like I was such an inconvenience to her. The eye doctor was great but this lady who helped me out before him was just plain rude and lacked customer service in so many levels. Will never visit again!

Friendly customer service! Was extremely patient through the process #thanksTom

Front desk is very unprofessional.And I paid $70 out of pocket after insurance for contacts/eye exam. I am on my THIRD trial pair and still cannot see. They refuse to refund my out of pocket expense even though the doctor clearly didnt do a good job at all... THREE pairs and still cannot see..... ridiculous. The same thing also happened when I got my glasses and it slipped my mind but I will definitely remember for next tome.

This is worst experience I ever encountered with customer service !!! LITERALLY DIDNT WANT TO HELP! The lady in the front named Stephanie was very un professional upset about how she worked since 10:30 and just was distasteful. I do not recommend such a place to anyone.

I came in on my lunch break today rep and doctor had me up and out in about 45 mins...no complaints from me.

Paid $373.96 for a pair of eye glasses on 3/6. Picked them up on 3/12. Returned them 1.5 hours later as a blemish appeared on the bottom of the right lens. They cleaned them up and returned them to me. 45 minutes later, 3 cracks appear on the same lens. Returned them again. I was told the lens would be reordered and a rush placed on the order. I asked how long, they said 5 days. That is NOT a rush. Picked them up again on 3/18. On 3/19, I notice the right side of the frame around the lens was melted/warped. I returned them for a full refund. I was told there was not a manager on site and they would not be able to give me the credit until after they open on 3/20. I will be there this morning when they open.... DO NOT GET YOUR GLASSES FROM THIS ESTABLISHMENT!!!

Horrible. Went in to get my prescription from them and the lady literally just kept it from me. She said she couldnt find it and then when she found it she said she couldnt print it out. Ive gotten this done before what the **** do you mean you cant print it out. Then she wrote out some numbers and said it was my prescription, but I had no way of making sure. Seriously?

Horrible customer service. The receptionist didnt know anything and didnt offer to call other locations to help. The doctor isnt in everyday when they are open. Making an appointment is a chore. I dont recommend this location.

This place has the worst prices ..They always have a 40% discount..but its illegal in New York to this all the time .. Price gouging price-fixing call it what you want bait and switch..The sales people tell for just lenses its 495 bucks but if you buy frames its only going to be $380 ..They are full of crap ...stay away very bad ..Although I did get glasses and when I came back in to them ..It was a 45 min wait and they tried to make me buy their glass cleaners..told me the other one like Walmart or Sams would scratch my glasses ...380 dollars later never again..

They always nice to me

The staff was friendly and all three pairs of glasses for myself and my children were ready in one hour.

They move as slow as any eye place but if you have Davis vision insurance they have a huge selection of frames that are covered and they have a lot of sales

Great service