This place is AMAZING!! My Son received such fantastic service with the fitting of his frames and beautiful lenses that I made an appointment for my mother as well. She is 85 years young and needed a eye exam. She was offered a Telehealth appointment and for the first time ever had a Virtual eye exam. The staff treated her with such care and made her feel so comfortable with this choice and she loves her new glasses!! State of the art eye care and the great people who provide excellent service will have us coming back every year!! Thanks so much!

I went in for eye exam..had to wait an hour even tho I was the only one in the store that wasnt working there..Then the eye doctor didnt tell me what the results were nor any problems, but refered me to an opthalmologist. Then when picking out glasses, I was told boyfriend had to leave due to no mask even though had vaccination. I was unable to order what I needed because I couldnt pay for them myself. I will be looking for another place to go that has better service.

I was a walk in on 04/29/2021 due to my glasses needing a replacement nose pad. Everyone was courteous and professional. Very short wait not long after Visionworks opened. My glasses are fitting fantastic again. :)

DONT WASTE YOUR TIME, BUY YOUR GLASSESS ONLINECancelled my appointment the day of the appointment.Scheduled appointment 3 months in advance because a weekend appointment is required. Optometrist called out. Receptionist said only availability was Thursday, or we would have to wait another 3 months. Why would I continue to wait on an appointment that will get cancelled?Find Optometrists that show up to work, you will lose less business.

Worst company ever. Waiting since November for an eye appt. They rescheduled my first one due to no doctor. Then they canceled my 2nd one with no notice and tell me all they can do is reschedule me again. What a waste of time. Highly recommend not wasting your time with this company.

They called me to verify my insurance a day before my appointment. I sat there for 3 hours, finished the exam just for them to tell me it wasn’t time for me to pick up new glasses because with my insurance I’m only allowed ever two years. I had to pay $500 because they failed to run the insurance. I will never go to the Troy location again. Why do they verify your insurance before you come but failed to tell you you will not be covered.They called me before and said hey your insurance isn’t covering your visitI’m so upset they would do this to people. I will have to drive to another city next time for glasses. This was ridiculousAnd then tell me after the examination and a 3 hour wait when I should of had the choice when I first checked in

Coming on here to say it is absolutely awful. I hate writing reviews and Visionworks is so bad I had to come on here and write this. Absolutely awful.

Check in time was slow me and my children were looked over twice by people just coming in before we were finally checked in, and I received dirty looks for telling them how upset I was for the expierence. Lack luster most likely will not be returning to the establishment

Very helpful staff. They were able to fix my glasses, even though I didnt have an appointment.

There’s no possible way to speak with a human to make an appointment, everything is online. The only time I got to speak with someone is when they called me 2 hours before my appointment today to cancel after waiting 1.5 months after booking. My appointment was on a Saturday and they said I could come Thursday as if I don’t have a job, hence why I booked on a weekend. Will never do business with them again.

The service and selection was outstanding at this location! They were able to get me in on short notice and order me glasses that I desperately needed. I am so appreciative of their knowledge, patience and professionalism. They also went the extra mile with sanitization and safety protocols during this COVID nightmare. I felt very safe trying on frames and being fitted. I cant wait to pick up my new glasses!!I highly recommend this VisionWorks location. They were far more accommodating than the other locations and had so many frames to choose from. Ive previously gone to LensCrafters, DiNapoli and a smaller optical shop but have never had my insurance plan go so far. This was by far the least Ive ever paid for designer frames and lenses with all the upgrades! ⭐⭐⭐⭐⭐Edit: I just want to give credit where credit is due. Wendy fit me in when all the other locations couldnt find an appointment for days or weeks later. Tyler took the time to work with my difficult insurance to make sure I got the most for my coverage and order exactly what I wanted. Last but not least, Heather was the absolute sweetest and fit my new glasses perfectly. She also told me to come back if I needed any changes or adjustments. So friendly and accommodating-- Im super happy from start to finish!!

Went there to buy a $400 gift certificate for my wife for her glasses. They couldnt find any and really didnt care. MERRY CHRISTMAS buy online.

One of the worst professional eye care provider experiences I have had to date. Was scheduled for a Saturday appointment (eye exam with the doctor) over a month in advance, waited in the lobby for an hour only to be told that they would have to cancel. Was then squeezed in for an appointment the following Saturday only to be called 2.5 hours before that appointment and told my telehealth appointment for that day would unfortunately have to be cancelled. Not only was I cancelled on twice, but when I was rescheduled after waiting at the appointment for an hour I wasnt even rescheduled for the same type of appointment nor was I told I wasnt rescheduled for a comparable appointment. Stay away horrible operation and bad customer service.

This is not the place you want to go if youre serious about the health of your eyes or your family members eyes.I made an appointment for a complete eye exam because I was expirenceing multiple vision related issues. Rather than address my stated concerns; the Dr. dismissed them by stating everyone says that.After waiting four weeks for my glasses to be manufactured in Texas (they fired all the people who used to make them on site); they finally arrived. To no surprise they were not right (I still had blurry vision).I was told that because I had ordered premium progressive lenses (How did I order something I didnt know existed?) It would take a couple of weeks to get used to.After assimilating to my new glasses for two weeks I was quite certain my vision was still blurry.I called and explained my situation to the person on the phone who stated that I should make another appointment to re- do my eye exam. I requested the next available appointment ( witch was not for a week).When I showed up for my appointment, I was not given an eye exam; I was told youre not wearing your glasses correctly ( Ive been wearing one type of glasses or another for 50+ years).She then proceeded to tell me youre not looking through them correctly. (eye sight still blurry at this point and not capable of seeing anything correctly).She then proceeded to draw on my faulty lenses with magic markers telling me this will fix them.As you can probably imagine; This is where I lost all patience with this Dr. ?(She claimed to be ).I demanded a full and complete refund. She then went to get the manager ( who made no attempt to address any of my concerns); he felt that this was the perfect time to insult me by saying Who pays cash? I responded by saying, Honest, hard- working people who wont be stolen from or cheated, thats who!He then informed me that he didnt have any cash on hand to give me a refund and that I would have to wait. I informed him that I was willing to wait untill he returned from the bank.He informed me that he wouldnt be going to the bank because Visionworks doesnt keep their money in the bank. ( Really big mattress?/Off- shore accounts?)I was told to give them my phone number( theyve been sending me text messages for the last 8 weeks) so I gave it to them.They kept my glasses (had to drive home without them) and I had to leave without my money.

It stinks when people cant handle special needs people horrendous, people should be trained better and be understanding but clearly obviously thats not happening or a option, people should change jobs or professions If they cant handle the job to work with a person of special needs!!!!!!! I kept getting told they need to come in to be measured but that was a waste of my time and effort Because nobody measured them and then nobody helped me pick glasses out for my children like they did every single other customers, on top of it when youre rude and threatening to Children then you have the wrong job and profession, shame on you lady whatever your name was you people could of did a proper job but didnt do a job at all, didnt help me what so ever and left me hanging to figure out everything on my own then tell me to get certain glasses then Im told not those ones after another employee told me I could get them so Im stuck not getting something I really wanted, like horrendous experience......this whole situation could of been avoided if I wasnt lied to many times and they did their jobs like they are supposed to do and stop making smart remarks....... And by looking at similar comments seems Im not the only one with a horrible terrible experience thank God it isnt just me then they say email us and for what reason nothing will ever be done about it unless a lawsuit comes LMFAO for whatever happened to that customer which in my case is discrimination against special needs people/Children..... Not even enough words can say what I want to say right now but Ill shut my mouth because Im beyond blivid........ Then the one guy out loud told this older lady you can pull your mask down to see better um she can see just fine lol

Doctors are great! Five star and beyond quality. But to call and get someone to answer... below 1 star quality. You will not get through. Must go in person. You would think due to Covid phone calls is a necessity. Not here. You will arrive and there just sitting at the desk. I can say mostly everyone treats you with respect. Just pick up the phone and they would be awsome! The best! As another customer had said Christoper Brown, glasses and blurry vision. Referring to stars in recieving glasses and correct prescription. My first pair I got from them was super blurry. I told them it is not right. They said its the correct prescription. I could not see from them at all. So i used my old ones for two more years before insurance could pay again. I am waiting on my second pair and pray they are correct prescription. I do not see this as doctor fault but manufacturers and front helpers who did not follow through on checking what happened. I should know if I cant see. It was really bad blurry. He was not lying about that. I never paid cash only insurance.

Dr. Connell, did a fantastic job for my exam -- quick, professional, and found out that I had been given a prescription that was too strong for my eyesight. She was happy to take a moment to explain what my insurance would cover, and seemed to really know her practice well. Highly recommended.

Super personable and knowledgeable staff. Theyll let you know if a certain style frame doesnt suit you and I appreciate their honesty. Its always a pleasure working with Steve. Highly recommend visiting this particular location.

Great staff & amazing deals! Go here :)

Absolutely horrible customer service. On the phone for over an hour waiting for the customer representative to be with me shortly .Two separate locations with the same result. There is zero excuse for this. The website is useless as there are never any appointments available unless you can wait 3 months. Ive been in these locations and they are rarely busy enough to warrant a 3 month wait.

Wendy and sue are the best ladies for the contact job.. not sure why y’all took them out of the contact room cause every since of the new change my contacts has been messed up. I had to keep coming back 6 times cause another lady messed up my vision then I went back to pick up the new ones and the whole batch of my right eye was bad to the point I had to put my left eye in my right so I went up there immediately after leaving them in for a day and I couldn’t see correctly so Wendy and sue found the problem and helped me once again and they found all the mistakes made. Can y’all please give them their position back cause they are very knowledgeable patient and has helped me tremendously. Sometimes it’s not good to make changes when u have the right people where they need to be. Now I have to go back up there to get another order smh the only reason I gave it 3 stars is because of the 2 wonderful ladies that has been and are still helping me sort my eyes out.

This place is great.they are all fast and very friendly and kind. April has the patience of a saint... especially when it comes to fitting my glasses, ( a million times) 😊

Just went to Visionworks and got an amazing deal. Dr. O Connell was fabulous and the manager Annette Matthews was fantastic. Got contacts on my insurance and then 2 pair of glasses for $49. Can’t beat that and the service was amazing! Thank you vision works !

I recently picked up 2 pairs of glasses from Empire Visionworks in Troy. Although I am still having some difficulty with the prescription lens, the customer service experience with Steve E was excellent. Steve actively listened to my concerns and tried to make adjustments to correct the issue. He was thorough in his explanations, neither talking down to me nor dismissing my concerns. Although, unfortunately, I think the new lens is not a good fit for me, I cant say enough good things about the attempts to resolve the issue.

Got my Warby Parker glasses adjusted here free of cost, the staff was super friendly, knowledgeable, and helpful in fine tuning my adjustments and now my glasses fit great!

Horrible service! Waited an hour after my appt time to be seen! They had the wrong info and everyone who came in after me was seen before me!!! Got no explanation or even acknowledging from staff! Will not be coming here ever again!!!

BEEN WAITING ON THE PHONE FOR MORE THAN AN HR AND NOBODY PICK UP THE PHONE!!!

Best customer Service I have ever received at an optometrist! Wendy Was absolutely amazing my schedule isnt always the easiest to deal with but they definitely worked around to help me as best as possible. I highly recommend this place to anyone and everyone!

We were looking for glasses for our daughter. Heather was polite and courteous. She stayed after her shift was over to help our daughter try on 8 different frames. When Heather was choosing frames, she selected several that were on sale instead of choosing the highest price ones.Highly recommend you see Heather and consider them for your eyecare needs.

Always great service, Excellent selection. Good prices, I always work with April Cross. She is always pleasant.

Confirmed my appointment more than once.Got there and doctor was pulled away according to receptionist.Started preexam for my girlfriend and she could not get machine up even with tech support.Did not seem to know what they were doing in my opinion.

Annette was great as always and the doctor was very good as well!! Repeat customer here, excellent customer service and everyone is very friendly and knowledgeable!!

Ms. Sue is Great!! Such awesome patience and customer service skills! We love this place!!

Great staff was in and out took great care of me thanks to Steve wendy Jennifer and aleysha

Face it health insurance sucks. I knew that my CL fitting wasn’t covered straight up and I’d be paying OOP.Some of the receptionist/techs are a little snappy but Dr.Oconnell is straight forward with you and will actually contact you herself. Over all Dr.Oconnell is extremely knowledgeable and open about eye care and I recommend her for this reason. There tends to be a little bit of a wait I seen with other people but I didn’t personally experience that . I was in and out every visit .

Friendly and efficient staff! I appreciated more than one opinion on my frame selection.

Visonworks is a great place, always felt welcome and the staff has always been friendly and very helpful when picking out my glasses! Cant wait to get my next pair!

Visionworks provides excellent customer service. The staff is very friendly and helpful. I highly recommend this location.

My daughter recently moved to the Troy area, so, went to Vision Works, Troy, for the first time. She reported being treated rudely while in the office as well as on the phone. She will not be returning to this location.

Great service, short wait, and very friendly staff. Best store in the chain.

Everyone here is very nice and they have a wonderful selection of frames.

The staff is always friendly and very helpful. Love Heather and Jen!

Horrible service. The lady at the front desk was rude. Kept telling me I dont have eye insurance when I did. Took 20 minutes for it to come through. Then another guy and explained that my insurance would cover only the cheapest glasses but he was rude about it. I just walked out.

Disappointing.

Great place if you have insurance. Friendly people and great service.

Fast friendly courteous service.

Front desk gentleman and optometrist were great. However, I had my exam was told my insurance doesnt cover the contact lens fitting fee of $80. I had a copy of my policy right in front of me which clearly states CONTACT LENS FITTING FEE INCLUDED. Then she said well your brand isnt included. I asked if I could get a similar one that is? No, and if you dont pay the $80 you have to remove the contacts and throw them away, I cannot allow you to leave the office with them as theyre not paid for. I also asked for a copy of my eye exam was told unless you pay the $80 you cant. My insurance paid for the exam and I cant even have a copy. Bad business, never again will I go to Empire visionworks, Ill stick to Walmart. Much better.

Terrible service. The lady at the front desk was very nice, but the lack of professionalism by everyone else was appalling. I stopped in just to get my glasses tightened and after I was seated sat there for 20 minutes without anyone saying a word. I saw numerous people having casual conversation. One person was on there phone, and walked by me several times and did not ask to see if I needed help. After 20 minutes of patiently waiting, I became frustrated and left. I will never stop into this establishment again. A serious review of customer service policy needs to be done here.

Great job...