Don't try to call here. You won't get through! It says to go to their website for answers. I got "sorry, we don't have a store in California." I'm in New York! Tried the virtual site again as I was on hold over a half hour on the phone. Then it tells me "we have no record with that name, phone number or birth date". So I'm here now and there is ONE person working, fitting glasses on someone. Two people ahead of me. Been here at least 10 minutes now. I'll probably have to come back because I don't have all day. Grrrr I ended up waiting for about a half hour and it took her all of two minutes to get my purchase. She asked for my phone number because I should've gotten a text when they came in. Yup, it was correct. So no text, when you call you won't get through and they can't multitask. I don't even think they have a phone there because I was still on hold when I walked into the place. No phone beeping or ringing. Oh, and their optometrists are all virtual. They don't tell you that prior to the appointment. It was different but they are pretty thorough in their exams. I gotta give them that. That is if their equipment is working properly and they don't have to redo the test as they had to do with me at least twice. When I initially made my appointment online I had to call because there was no option to add a contact lens exam and it took me a really long time to get through on the phone to fix my appointment. I got through to a call center that kept telling me that the place was by BJ's bakery. It is nowhere near BJ's! I just don't think it should be this difficult to get an eye exam and to pick up your prescription. My initial eye appointment took almost 2 hours! Between being on hold, trying to get through on the website, trying to call repeatedly, waiting during my initial exam, waiting during my fitting a week later and then waiting to pick up my contact lenses was probably a total of six hours or more which is outrageous. Not going back there! read more

They don't tell you in advance when your glasses are done, they don't answer the phone ever, their stupid AI phone system can't find your order, and there is no way to call the store. You just get sent into an endless circle with a chatbot and then you get a message that you are calling after hours. Even when the store is open. The only way to talk to someone is to go to the store in person. You can't even email or leave a message. read more

Number of trips - 2. Number of vision exams or glasses - 0 I have had trouble at many Visionworks but this one is truly terrible. I spent nearly two hours there a few weeks ago and was told they couldn't get a doctor to call in for the virtual exam... which WHAT? I rescheduled and was promised I would be fast tracked when I came in this morning and skip the pre-exam but instead was told I would need to wait and go through the whole thing again. After 15 mins I walked out bc they do not respect people's time. I feel like they owe me for the time I took off work TWICE and also gas money to drive there and back (nearly 30 mins each way) also TWICE. read more

Lori was great. Helped me pic out 4 different frames. That took a lot of time and patience on her part. Visionworks is lucky to have her! My eye exam went fast too! Val did a complete eye exam and didn yell at me for blinking!! read more

Wonderful staff! They took the time to help my cousin pick out the perfect pair of glasses. He's a first time bifocal wearer. The optician Renee was wonderful and very patient informing him of his options. Thank you for the fantastic service! read more

Takes entirety to long to get your contact lenses sample pair ordered and it took over 2 wks to get them. The service was great but getting your stuff takes too long read more

20 Mall Store in Albany is GREAT. Staff is super friendly and super professional. read more

Avoid location at All Costs. I scheduled an appointment for 12:30, arrived 10 minutes early, and wasn't able to see the "optometrist" (anyone can get on a zoom call and regurgitate data from charts) until two hours had passed. It took over 3 hours for me to get done in the office. The whole time as a line of customers piled up, the workers stayed in the back having casual conversation. I'd rate 0/5 stars if possible. I'll never be going to this Vision Works location for an appointment ever again. read more

Marta was very nice and understanding I came in late and they still made time for me and saved me over 600.00! Will be going back here next year! read more

Very positive experience. Impressed with the technology! Optician Lori Fuentes was extremely helpful! Love my glasses also!

I had an eye exam and ordered glasses and contact lenses on June 10, 2022. The eye doctor told me that I needed to get my pressure checked again when I picked up my eyewear. When I paid, I was told that I would get a call when my glasses and contacts came in. I never got a call. In August, I called the store and asked about my glasses and contacts and was told that they had arrived. I asked why I hadn't been informed of that and was told that the system that they used had changed recently and I had probably gotten lost in the turnover. When I arrived at the store, I discovered that 2 boxes of contact lenses were missing. I paid for 4 boxes and only got 2. I said that the eye doctors told me that she needed to check my pressure again and was told that I needed to make an appointment to do that, and I would also need to pay out of pocket because my insurance wouldn't cover it. I said that the doctor had said quite specifically "when you're in next, just have them get me and I'll do it" and was told again that I needed to make an appointment. I asked for a refund on the missing contact lenses, but the person said that she would order them and call me when they arrived. Once again, I never got a call. On Monday, I called again. My contact lenses had not been ordered. This is ridiculous. It should not take four months to get one pair of glasses and 4 boxes of contact lenses, but here we are. read more

This place has been a nightmare since my initial four hour visit after which my glasses arrive, and the prescription is wrong, after being told by an obviously rushed and overworked employee that glare proof or the glare, resistant lenses were included in my progressive lens package but when I come in today that's not the case and now to add insult to injury after waiting four hours and the time it took for the glasses to arrive. I now have to pay out-of-pocket another $87 and wait another 10 to 14 days so my glasses can come back the way they were originally supposed to be a total nightmare. The manager is the worst I have seen, she blatantly lies in your face when she doesn't have the answers for you instead of just saying I don't know or I will check now here I am at a standstill to go back to work because I have to wait possibly another two weeks before my glasses are ready. Absolutely terrible, I would never recommend this place to anyone. read more

I was pleasantly surprised when I went to Vision Works in Albany NY. I received exceptional quick not rushed service from the establishment. The telemetry Dr's were great and Marta was a great help. She explained how to get the best usage out of my new glasses. I would recommend going to Vision Works in Albany. They are awesome!!!! read more

I don't know why I keep giving Visionworks more chances because they seem to mess things up every time I go. I never realized how many stages of a process could be done poorly, from putting the L eye sticker on my right eye contact box (and vice versa) to never ever ever EVER answering their phone & just seeming completely disorganized in general ...please avoid this company and all the frustration that goes along with them. This is the third or fourth time I thought "things can't possibly be as frustrating as last time" and I guess in a way I'm right because the interactions seem to be getting progressively MORE frustrating! I know multiple people who have had similar experiences and they correctly predicted I'd rue the day I decided to go there again . Never again! Wish me luck someone actually answers the phone at some point this year so I can get my current billing issue resolved.... read more

First appointment went well. When I received my glasses, left lens is blurry. They told me to try it for a few days and see if i get used to it. Ok, dont think thats how vison works, but i agreed. They told me to call the doctor if it doe work an schedule a prescription check. tried calling the next day, on hold for hours, called their main 1-800 number too, no one bothers to answer the phone. had to drive there again, scheduled an appointment. Showed up, waited 1 hr to be seen. Once actually in the exam room, the remote doctor doesn't connect, and i have to wait another 30 min. There is no customer service whatsoever after they take your money. Will be the last time i went there read more

I'd give this place a negative score if I could. Made an appointment, received two text messages confirming my appointment but when I showed up I was told I really didn't have an appointment. They claimed a 'system' issue.....but, someone had tried to call me to let me know. We'll, that was a flat out lie as I had no record of a call, missed or otherwise and no voicemail message. I know they had my correct phone number since I had received several text messages. They made no effort to try to accommodate me because of their screw up. I'm done with this place. read more

Currently 30 min behind for a morning appointment. Counter staff are rude and do not even acknowledge customers if they are doing something on the computer. Chin-maskers are not an issue. Not at all. The Slingerlands location requires masks but the waiting room is crowded because of the backup. Sorry, did I say 30 min, make that 35 and counting. It's been the same for years. If my insurance allowed me to go anywhere else I certainly would. Edit: 45 minutes. So far. read more

Meghan was so helpful when I left by contacts home and had to call in a prescription! so appreciated them!

When you call, there is an unhelpful recording and you can't ask for the store you want. You need to request customer service - a call center out of Texas. They put you on hold to contact the store, tell them what you want, and then come back to transfer you. However, when I called and went through all this, I was told they weren't answering the phone. Come to find out the store took the phone off the hook. Obviously customers are not a priority read more

Don't waste your time. They can not be reached by phone and when you drive to the location they carry on conversations with other staff members while you are speaking. Beyond rude. There are many other eye centers that are more professional and have better prices. read more

Accidents happen - and that's what happened to a pair of glasses that somehow (long story) got stepped on resulting in frames that would up be perfect only if you needed to look at the ground all the time without bending your neck! Despite the store being short staffed and extremely busy - and the fact that I showed up without an appointment, they accommodated me very quickly. A special call out to Marta, whose skill, effort and patience saved the day and my glasses - all while she continued to ensure that other customers in the store were being taken care of. Repairs were also done at no cost - thanks again to Empire Vision! read more

I went here for years because it was originally under my insurance and then I just kept going for some reason, perhaps convenience to Albany. Some of the people that work there are great, some are really not great, and figuring this out was a frustrating long experience. Over all, a couple staff members are awesome, but it seems most are unfriendly and/or not competent. The prices seem comparable to other places. Also, their frames selections are generally very standard/mediocre. If you are into fun or interesting frames, this is not the place for you. read more

This location is FABULOUS! I was in Albany yesterday, and had a contact lens emergency where my contact ripped. I then then dropped my spare into the toilet. Whoops... I live a ways away, and knew it wasn't a good idea to drive home like this. This store was the closest, and I called them and explained my situation, and they got me right in. They made sure my eye was okay, and gave me a spare contact to get me home, and TWO ENTIRE STRIPS of spares for my purse, for free! I would like to specially recognize Deirdre up front and Dr. Amon Baron for being so amazing and helpful! My next eye exam will be with these guys! read more

I went here cause 1st it was under my insurance and so I thought that was good I booked an appointment on march 2 days before and they said it was a system problem so I was thinking that was alright so then I booked for march 23rd and now I got them telling me to book for april 14th I cannot wait any longer 1 star for making me wait for so long! read more

3 years in a row I have gone to this company for my glasses and they always fail to get my order right as well as order the proper glasses my insurance covers. they upcharge you to try to make you pay more then what you actually need to or they don't get you what your suppose to have. they continue to try to take advantage of customers and steal money from them read more

Absolute horrible customer service. Staff is rude and a have poor communication skills. No one picks up phone. Save yourself, Go to a different location read more

the staff are absolutely amazing, they work so hard to do the best they can & I will always be a returning patient here for sure! These poor people really need more staff though for sure to try to help out with the intense amount of business they see on a daily basis. It sucks though that not everyone doing these ratings on this stupid site are inpacient and not understanding that there is not enough staff to do every single person at the same time and that stuff happens in life out of anyone's control. As they say, patience is a vertue y'all. read more

I'm so done wit this place I ordered glasses the beginning of March my promise date to get them was March 23rd every time I called no answer every time I go there I get a run around so highly disappointed in that place I'll never spend my money or give them any business, I'm still waiting for a manager just to get a refund so sad. read more

First things first pressure test. I guess 12 was the lucky number of puffs into my right eye. Thanks man.

i went to the branch on 1009 central ave the lady at the front desk i wish i got her name ,she was very rude and i almost walked out ,but tyler on the other hand was awesome he was able to get the pair/s of glasses i liked and was confort with,he needs to greet guest and let the lady be in the back cleaning toilets or sweeping the floor,a valued costomer. read more

I don't recommend this place to anyoene, we make an appointment for 12:30 a week prior the appointment and when we got there they have us waiting for almost an hour after the appointment. Staff was very rude and disrespectful when we ask them how long it was gonna take. The machine was not working and the doctor keep comong back to one of the staffer who yelled a him that she doesn't have anything to do with that and to go figure out himself. If you care about your eyes just don't business with this people because im sure that the way they treat costumes is the same way they will treat your glasses. read more

I've been coming here for years, and they have always had fantastic customer service. All the staff is very nice; the doctors are pleasant and the woman who meets with you regarding insurance coverage / cost is particularly helpful. They also have a pretty impressive selection of frames and contacts. The only downside I've found here is that they aren't always great about notifying you when your stuff is ready to be picked up. I can look past that, though, because of course they are only a phone call away. And they have always been willing to take me as a walk-in, even for a full eye exam. Can't beat that. read more

I got new lenses in my frames and they put the wrong prescription in. I had to go back again to pick them up. The people were nice but the wait was pretty long, especially the first time. They keep falling off of my face so I have to go back and get them adjusted read more

I will never go there again. Very unprofessional and lied to me regarding several things. At one point my son and I were the only people in the store and they preferred to talk about the lunch delivery they were waiting for instead of actually assisting us. After having my son examined there, I now have to take him elsewhere and pay for another exam. I will not be returning for any reason. read more

This is my favorite location to visit for eyeglasses and adjustments. The staff is always friendly, knowledgeable and there is never a long wait. Karen assisted me this past week, when I was in for an adjustment and couldn't be more happy with her service. read more

Terrible, Just Terrible, I originally got my glasses at the Clifton Park location but am currently in Albany and stopped by the Empire Vision on central ave. ( I thought the CP location was nice, but selection was meh. (pre-review-backstory) Anyways Got my glasses over a year ago, a few months later the right side barrel breaks, Luckily I had the 1 year warranty so I went back(to the CP location) The didn't have the frames in stock, so they ordered them. (no problem) except what was supposed to be 3-5 days was more like 12-14 closer to 14...., whatever they finally called and I went and they switched out my taped up frames for a new pair... Yay! Then a few more months go by (Actual Review of Empire Vision 0/10) I got up on a Saturday morning, put my glasses on as I usually do, and less than two minutes later the right earpiece of the frame fell right off, its the barrel with the little extender bar that goes into the earpiece, once again the same part on a separate pair of frames broke..... I tape it up and go to E.V.C on central ave and once inside I talk to a woman at the desk, tell her what broke that I bought them in CP and its happened before and I was wondering if they could fix them for me. She briefly looked at them and said let me see if we still have these frames, why don't you have a seat. I do, sitting there for 15 minutes or so as she looks around for them, stopping in between to help other customers, then she asks for help from the other employees, then another woman comes over to me, Are you the guy with the broken glasses? [yes] Well we do have the frame in stock, we need to have the CP store fax some information over and we will switch those right out for you 20 minutes go by Woman - I don't know whats taking them so long... 15 more minutes (at this point even more customers have came and left) (I guess we should try and call them) Has the other employee call them (the first woman I talked to), Shes on the phone for at least 10 minutes, gets off the phone and tells the other woman something, who then comes walking over to me. "WELL, Like i said....We have your frames, BUT.... You bought these over a year ago and the warranty is no longer valid, so we can sell you the new frames for about 100 dollars." I then replied (with a firm attitude) "uhh no no no, See, This is the second time these frames have broken, in the same spot, and not due to any excessive wear. The frames obviously have a defect and I will not pay for a new set of frames when I did nothing to cause this from happening nor did I the first time it happened." She just gave me a very smug look and walked back over to the other two woman and called the big guy in a suit over, they chatted for a few seconds out of earshot range and then she walked away, leaving my glasses with the one woman and the old big guy, they sat there for a few minutes, faced away from me, the guy was helping an older woman and once he was done she got up and left. Then I see him lean slightly to the left, as if he was quietly chatting to the woman employee to his left. and at that exact second, without missing a beat, they both turn around and stare across the room directly at me for a good 5 seconds, never took their eyes off me, and then just slowly turned around. I saw the woman working on a pair of glasses after they whispered to each other once more. Finally she called me over. "well, normally we don't do this, but... the temple on the frames was loose, I tightened it, when i first put it back on it was way out, so that's why it came apart... and if you come back, Don't ever expect us to do something like this again when they break...." I said ok... thanks.... and just left. So, basically I waited well over an hour and a half to have them never even look at my frames until they try and sell me a new 100$ pair and have me tell them no, in which they finally conversed on how to get rid of me, and decided it would be best to just fix my glasses in the 2 minutes it actually took them to tighten the temple. Just to tell me that they normally dont fix peoples glasses, even if it is the most simplest of fixes they are obviously trained to make, but no, they want you to just blow 100$ in pocket change on a new pair.... long story short glasses broke twice same spot both times trying to charge 100$ for a 2 minute fix I only recieved because I refused to buy a third pair. Terrible Customer Service Terrible Eye Glasses just overall a very bad business -0/10 DO NOT SHOP HERE FOR YOUR GLASSES!!! read more

I'd never had a problem when changing eyeglass prescriptions or selecting frames, but when I got contacts the wheels came right off the bus. -the contact technician spent maybe five minutes going over handling/insertion procedures before sending me on my way. That led me to believe that contacts would be a very easy transition. It wasn't. - read more

Some worker in this location are disrespectful to clients; one of them did hold me on the phone for 20 minutes, and finally...no answer. I left it going to a far location, but there is much better service. read more

Very poor communicators. My daughter wanted glasses and contacts. Both the glasses and contacts had to be ordered, we were told about a week. I specifically asked if my daughter needed an appointment for the contact class, and I was told no. After a week, we heard nothing, so I finally called and yes they were both ready. I'm not sure why they didn't call to inform us. I asked again if we needed an appointment, we were told no. When we went to pick up the trial pair, we were told at that time that yes, we needed an appointment. So we could look at the trial pair sitting there in the tray, but we could not have the contacts. The woman who would conduct the class actually made the appointment. There were about 7 employees in the store, one other customer. The employees were just sitting at one of the tables joking around, yet we could not get the contacts at that time because we had to make this appointment. So yet again another trip to the store. If her insurance would allow us to go to another vision center, we would. My husband and I who are self pay decided after our first time there we would not go back. read more

Unprofessional staff, terrible customer service, waited an hour for my scheduled appointment I made over a month prior. The manager told me my eyeglasses would be ready on Saturday, called on Saturday and they told me it wasn't ready. The woman on the phone came back and said they'd be ready by 3PM. Unfortunately I wasn't able to pick them up that day, and they were closed Sunday. So Monday at around 3Pm I head back and waited for over half an hour for them to tell me that the eyeglasses are still not ready and it would be maybe half an hour. At that point I was not willing to sit in the waiting room for longer, so I left. I tried to call back to speak with a manager and ask when my glasses would actually be ready. I called and the phone rang for about 15 minutes until somebody rudely answered saying they're short staffed. I wouldn't recommend this place to anybody. It's overbooked, understaffed, with outdated equipment, and discourteous and unprofessional staff. I've been seeing eye doctors for over a decade now, and this place is the worst I've ever been to. I will NOT be coming back. read more