This is not the first Visionworks store I've been to. The website gives the impression of an actual Dr. being present onsite, which is false. This is a series of exams given by a tech, sent to a Dr who then has a video conference with the patient. While writing this I overheard the Dr is onsite during the week only. They need a better scheduling process through their website. Frame selection is good. Nice variety. Some high quality choices. Atmosphere wise, unnecessary attitude from staff. One woman came from the back, basically reprimanding another employee, who from his responses to her, is still learning parts of the system. Then, because I wasn't using a tray for frames, they curtly told me, scolding me, that the trays must be used and I shouldn't put the frames back. When I told them it's because they want the frames returned to the correct pricing (shelf) they relented a bit and said most people aren't aware enough to do that. I don't care for the assumptions and speaking down toward others. Next time I'll bring my mother elsewhere for her exam and eyeglasses. read more

I made an online appointment, visionworks texted and emailed everyday for four days to remind me of the appointment. I arrived ten minutes early to be cheerfully told they were just getting to the appointment that was scheduled for thirty minutes earlier and I should expect to wait at least N2.5 hours to complete an eye exam. Are they insane?? Why would I wait that long to start with and secondly what f you can text me every day to make sure I'm not going to be late you easily text to let me know your schedule is hosed and either reschedule or come in later. I wanted a whole Saturday afternoon to be at this appointment. It's no wonder you have a 2 star rating!! Horrible customer service, will never be back to this location. Complete waste of time and rude sales people. Avoid at all cost!! read more

Made an appointment and when I came in 5 minutes early they told me the wait would be 2 hours. They have no care for the time wasted waiting here and it's just, that's the way it is. Maybe call your scheduled appointments so they don't have to wait for hours. Completely unacceptable when you have to pay for insurance and then co-pays now you also need to spend an afternoon here too. read more

I was out of town and my VisionWorks is in Bensalem, PA. I searched the area but the Western Avenue location was the only place that meant my schedule. This location exceeds my expectations. The service is on point and the staff as well. My appointment to see the doctor was on time and he provided excellent care. read more

They seem to have cut back their staffing. Stopped in many times attempting to get a prescription filled and always a long wait. Can't make an appointment with an optician. Last time I just had a simple question about glasses that I had recently picked up and was told it would be a half-hour to be able to ask my simple question. read more

I had a fantastic experience here. Everyone I interacted with was super kind. They were also incredibly organized and my appointment was on time. read more

We recently had an eye issue on the weekend. I hesitate to say "emergency" but it was of a somewhat urgent nature. Tried calling the store but was on hold for a long time, and the recording kept saying " go to our website to schedule your appt." I did that, at this location since it was the only one in the area with appointments available. When we arrived and tried to check in we were told that there were no more appointments today, no doctor in store on the weekends. There didn't appear to be any connection between the website and the store. The two employees were very rude and condescending, trying to tell us that everything was "telehealth," which was never mentioned online as I registered. They treated us as if it was our fault. Very poor customer service. If you have a technology issue, I get it, but just explain it nicely and offer a solution. Don't treat me like I'm stupid. read more

Do not bother coming on the weekend for a visionlink appt unless you have your entire day to waste. They do not bother with being efficient in between appts, only one person available to do fittings and set someone up for glasses so basically everyone was waiting. I was told 1.5 -2 hours wait on the phone, got here and I was told it would be 3 hours. Currently waiting for over 30 minutes to have someone go thru my selected frames. Also waited over 30 minutes to do a prescreen after it had been cleaned. Currently at 3 hours and 15 minutes and haven't been checked out. The staff is not really polite, I didn't hear a 'please' from any of them, not even once, just giving people orders to 'sit down there' or 'come over here.' When I came in I was told I cannot leave once I check in and then someone came in after me and they were told they could leave and the store would call them. They make excuses that the tele-dr are the problems and the tele-dr was available nearly immediately both times. One person came in to just make an appt and they were told it would be a 30 min wait just to make an appt! The one person to set people up was focused on everything else happening except what he was doing. Totally unbelievable experience honestly and I won't be returning. read more

I've been using Visionworks since moving to Albany. They accept my insurance, and do a good job with the exam. I recently tried the one in Guilderland and was very pleased. Dr. Espinola did a very thorough exam. He answered all of my questions patiently, and described my various options, something previous optometrists failed to do. After the exam, I selected my frames. There was a slight wait, but simply typical of busy places. The assistant, who helped me select my frame, I forget her name, was very attentive and provided valuable feedback in my frame selections. She new exactly what worked for me, and what didn't. I picked out two frames she recommended, and have received a number of compliments on my new glasses. The service here was much better than my previous location. The only downside was scheduling the appointment which was weeks in advance, since they were so busy. Other than that, I am very pleased and recommend others try them out. read more

Empire Visionworks - New glasses! - Eyewear & Opticians Near Me - Guilderland, New York

My experience at this location has been exceptionally positive. The exam was thorough and professional. The doctor clearly explained his findings and my current vision needs. The staff who helped with my frame selection and fitting were friendly, polite and very helpful. I've had to return for adjustments and although I've just walked-in the staff always acknowledges my presence and promptly addresses my concerns. I look forward to continuing my relationship at the Guilderland location for my future vision needs. read more

So confused about every experience I've had here. Went for a vision exam and the didn't tell me that it was with a virtual doctor. They daño couldn't get anything to work. Tried to be patient but no one really talked to me about what was going on and they were so flustered. No one really said sorry or offered any sort of discount even though I was there for nearly 3 hours. Went back for my fitting and they did a quick fit but the more that I wear them they give me headaches and something just isn't right. Want to get them fixed but kind of never want to go back read more

The lady at the front desk is extremely rude. Not a good first impression for customers when they walk in the door

I have been a customer for years and even worked there when it first opened. My issue is that they no longer have the ability to replace lenses. I wanted to keep the frame and replace the lenses. After the exam, it's on to the frame selection. First optician wanted to give me trays for frame selection and I informed her that I just want to replace my current lenses. She asked me if I would be ok with not having my glasses for about 3 weeks. The second optician that actually worked my sale informed me that all the labs in their stores were closed and that "corporate" will only place lenses in frames from their stores. Not happy! Lenses aren't cheap and I was ready to drop serious money to replace glasses and sunglasses. Had I known this, I wouldn't have gone and wasted my insurance benefit. I understand that this is very specific and these days are different but damnit! read more

Terrible customer service. Can't call to make an appointment unless you want to wait 45 min on the phone. I made next available appointment online. Then day before the appointment I get a voicemail saying they are cancelling my appointment because it was a tela-health appointment. Online said nothing about tela health. Now next appointment available isn't for 3 weeks! Can't call to make an appointment with a person and the website books wrong types of appointments! Even if you do finally get in you have to wait a very long time to get assistance with your glasses. Lots of other eye Drs around with better customer service! read more

I paid almost $1,000 for two pairs of eyeglasses last year. I had gone back multiple times to have them adjusted however, the glasses are so improperly fitted that I would have to go back every week to have them adjusted. I am back to wearing old glasses which don't seem to be any different than the new ones. That kind of makes me wonder if I really needed to spend that thousand dollars in the first place. BTW.. Be forewarned about the buy one get one free They jack up the price for everything on your prescription which makes a second pair virtually the same cost as a first! read more

They were courteous and efficient, with a better selection of frames than I'd seen elsewhere. I wish I had tried here first.

How can a business like this still be open. You have the nerve to call me 1 hour before eye appointment only to tell me you have to reschedule. This is the SECOND time in a row. Piece of work this guilderland office is. DO NOT WASTE YOUR TIME. GO ELSEWHERE. Simply the worst customer service I've ever experienced EVER. read more

I came here for the first time last December for an eye exam. The Optician was super nice and quite pleasant. The store staff were having a helluva day. From what I overheard, they were very short handed, new trainee and overwhelmed for the day. Still, they were pleasant - albeit unorganized due to the staff shortage. But we got the job done. YAY. Fast forward. I get a notice in the mail from DMV that my drivers license is going to expire and that I need an eye exam . . or my Optician can simply fill out a form and I can bypass the eye exam. I decided to have this done at VisionWorks (where I had my exam last Dec) to skip the DMV lines. I work two full time jobs to keep food on the table and a roof over the head for my family. I do what I have to do. But that does not give me a huge window for time off to take care of things like this - so ultimately, I went in 2 days before my license would expire After driving here from Saratoga Springs, apparently I did not bring the proper form for the Dr to fill out for DMV. I quickly googled online (thanks to my trusty iPhone) and found that this is a common form that can be printed right from the DMV website. I asked the woman "Is it at all possible, can you please go to the DMV website and print one out for me?" She said "No. We don't have internet access for you to do that". Shocked . . I rephrased my question "You can't, please, just use your computer here to the dmv site and print one online, so that I don't have to drive back to Saratoga?" She said "No, we can't do that". Ok, so I get it. I forgot the form. My fault. I waited to the last minute (not because I wanted to, or because I was lazy . . but because of my schedule). My fault. I get it. It's not in your job description to print this form for me. BUT . . you do want my insurance providers money for my exam and contacts when it comes time right? And you do want my money for what my insurance does not cover ($800/year in contacts, and $250 glasses). So just be a person please, and print the documents. It's called customer service. You are not doing me a favor by allowing me to be your customer. The customers are doing you a service by patronizing you. It's a small thing for me to be upset at. But it's a very small thing that could have been resolved so easily. As I left . . she reminded me "you only have two days left before your license expires so make sure you hurry back" WHATEVER. read more

Dr Espinola was very knowledgeable and friendly with the examination. And Peter was very helpful with choosing my frames and purchasing what I needed. Great customer service at this office! read more

Empire Visionworks Guilderland is okay for those looking for an eyewear place. And your vision insurance can coverthe cost of cheaper pairs of glasses. read more

I love it here ! Great selection, clean store and great staff. We went in today to have my daughter's glass fixed. Karen informed us that her glasses and lenses were under warranty. Within 30 minutes my daughter had a completely new set of frames and lenses. Grateful isn't enough, but it is all i can think of. read more

poor service. a lot of trouble with the glasses we ordered and trying to order contacts. you cannot call and talk to anyone. ever!

The staff at the Guilderland 20 mall vision works are awesome! I've been going there for a few years now, and I've always been treated courteously and quickly. Leanne, Peter, Karen... everyone there is a treat to work with! I'd highly recommend 20 Mall Vision Works - they're the best! What more can I say? read more

I had a fantastic experience here. I was able to get an appointment for the next morning after I called, and I had no wait time once I arrived. The doctor was very easy to work with and didn't make me feel stupid when I was vacillating between "one or two." I had lots of assistance picking out frames, and the lady I worked with helped me get the best deal possible since I needed more than my insurance allowed. My glasses and contacts were ready in less than a week, and they even texted me to let me know. I would recommend coming here to anyone with vision needs. read more

Only go here if you enjoying waiting forever and returning 3 or more times to get your glasses/contacts. Staff is nice but clueless. Update: finally got my contacts over a month after my eye exam and the Left and right eyes were labeled incorrectly. Luckily I kept my old boxes to compare. Overall I would say avoid the headache and go somewhere else. read more

I received a pair of glasses that don't allow me to read from Dr. Espinola. Good for distance, but completely useless for reading. When I went back in to the store to ask for a different prescription I was told that because it was past the 100 days from my visit with the doctor they could do nothing. I had picked up my glasses over 100 days after the visit because there was always a ridiculous wait time to pick up glasses (I guess due to the pandemic). Anyway, here is an example of their 'great' service'. The woman who was looking through my records told me that the doctor had made notes that he told me I needed bifocal glasses. I said that was a lie, he never mentioned anything. I obviously want to see, so if he would have told me that was what I needed, that is what I would have gotten. Plain sense. Anyway, the lady became very miffed that I said that it was a lie that he had discussed this with me, and she said 'I don't like your attitude'. I said, 'what attitude? he never discussed anything about bifocals'. She said "i don't like you calling my doctor a liar'. Perhaps she's in love with him, who knows? Anyway, I said "ok, if you don't like my attitude, I'll leave." I guess she was surprised I didn't argue. There is no point in arguing with a bad company and appalling manners. Best bring your business somewhere else. It was a convenient location for me, but not worth the bad attitude of the employees, and receiving poor eye care. So sad that she pulled the 'I don't like your attitude' card...I guess that works nowadays, rather than addressing the real problem - a substandard eye exam. Look elsewhere, and good luck! read more

I had my exam, which seemed thorough enough. When the glasses arrives though, they weren't quite right. I waited about a week before going back to have them check to see that the prescription was right. They said it was, and then had me see the optician again for a re-examination. His conclusion was that the prescription was correct, and he didn't know why the glasses weren't right. I can only say that they weren't very clear, and it felt like the prescription was in the wrong place. After several trips back to have them readjust the glasses, I finally asked for my money back, and to have my prescription mailed to me so that I could have it filled elsewhere. That was almost 3 weeks ago, and I still have not received it. My suggestion, try somewhere else first. This is a low end optician, and I have learned my lesson. read more

Very unprofessional, had an appointment, and after seeing the Dr. waited and waited with the frames I had chosen. No acknowledgement by staff after seeing me sit there for over 45 minutes. Just walking past me, helping others and walk-ins. After saying something, to the receptionist, she stated that since I had an appointment, and how they are short staffed I would be next, 20 minutes later I was still waiting. Walked out and would not recommend. Worse customer service ever. read more

Opticians, Peter and Leanne are awesome! They were both very patient with me while I choose my eyeglass frames. They were enthusiastic, professional, knowledgeable regarding my prescription and understanding with my budget. This location has great selection of fashionable eyewear and easy access to the store and parking! To top it off they have a staff that provides excellent customer service! I will definitely be returning for my next pair of eyeglasses! read more

I have been going to Empire Visionworks for a while and I am very pleased with the service I have received. The staff if great and very friendly and because I wear soft lenes,I have dealt with Ashley who is phenomenal. Would recommend Visionworks read more

Went here for an eye exam after not having one for many years. The staff was wonderful and extremely helpful! The doctor did a great job and working with the ladies out front was a pleasure. I look forward to going back next year! Highly recommend this place. read more

I have been getting glasses every few years at this location. Great service every time! This visit, they really impressed me. I barely waited 3 minutes, had a very productive discussion with the eye doctor on my prescription and the history of changes in my eyesight, and then when I could not find the frames I liked (which had apparently gone out of "fashion", they found me the perfect ones on the sale rack - and dug up a matching eyeglass case! Friendly people and great service! I will be back! read more