Customer service is great. Phone system sucks. ... not good in an emergency (i.e. kid in school who broke her glasses & you need advise ASAP) read more

We still haven't received my sons glasses and status says pending and i called snd they say i picked it up but haven't. 19 days so far and nothing. read more

Visionworks is the absolute worst. It takes like 2 months to get an appointment, another 2 months to get the contact lenses, and then when I told them the prescription was off & I can barely read they just said to come back and start over and pay out of pocket. read more

Waited a half hour to get my glasses adjusted. Well the team members were taking other people while I was waiting doing the same thing or getting new glasses will never go back there and Visionworks just lost my business. read more

This review is of Dr. Cohen of Empire Visionworks, Poughkeepsie. Unprofessional. Condescending. Dismissive. This is my 1st negative review. I am a new patient. I have worn contact lens for 30+ years and hence gone to 30+ annual eye exams. He did not inquire about my contact lens history, current contact lens usage, reading glasses or any vision changes (floaters, sudden bright light, etc). He did not do the close up reading test, knowing I wore multifocal lens. The exam consisted of only 2 alphabet slides and the "1 or 2" question. He did not check the fit of my current lens. He did not discuss or share the exam results (prescription (sphere) change, astigmatism, presbyopia). The only diagnosis he spoke about was the retinal scan. He looked at the retinal scan for a few seconds, turned it off and proceeded to tell me I "have early signs of cataracts and should not be concerned about it at this time"... 1 sentence. I did not know my prescription changed by (-/+0.5) until I asked to see it during check out at the store. The entire exam took less than 10 mins. There was a small miscommunication during his 2nd question ("What 'TYPE' of lens do you wear?"). I misunderstood and thought he was referring 'TYPE' as in: Oasys/Oasys Max/Moist/etc. He had to repeat a few times and clarify the question. At this point, he became impatient and condescending. I asked to speak to him for a second time when I found out about my prescription change. He was dismissive: "this is the result from the exam ... you're aging ... 0.5 is an insignificant change" - 30 seconds. I respectfully disagree, 0.5 is a significant change for me. I left the store without any trust or confidence in you and have strong doubts about the new prescription. There are many Goggle reviews that commented he was a good doctor so I am taken aback by his rudeness. I was in his examination room for 10 mins ... why the condescending and dismissive attitude? ... was it because he had to repeat and clarify his question?? Bad day??? Dr Cohen: you are in a patient facing medical field, please treat your patients equally and show some level of professionalism and care -- no matter what the reasons are. Lastly, I would like my money back. read more

Half way through my eye exam, they finally had the nerve to tell me that they fired all the technicians and replaced them with AI. Took away real American jobs to siphon our money into Tech Billionaires pockets. Evil! I can't even go to a real place now since they told me halfway through my exam. I feel scammed, betrayed, and like I wasted my vision insurance on them. read more

7 emails confirming appointment 7 text messages same thing Get there and they tell me I am out of net work but the couldn't call because my phone was out of order, same phone number they texted 7 times Never again! Wasted 6 weeks waiting for my appointment read more

The Staff was unhelpful, inattentive & condescending. The optometrist was RUDE, DISMISSIVE, did NOT do a thorough exam, and she did acknowledge the floaters in my eyes even after me insisting upon that being reviewed. The selection of glasses for women are limited. Anyone with a smaller head is forced to consider plastic children's glasses. When I finally received my glasses, the Rx was wrong & my vision not corrected & still blurry. Finally got that corrected & then glasses broke in 2 weeks & they tried to blame me for it. Glasses broke again 2 months later & they would not fix them. Staff is rude, medical assistant condescending, & the glasses are poor quality & over priced. THIS IS the only place that takes my insurance and I am paying out of pocket to go somewhere else, because seeing clearly is a priority! I will be going to Cohen Optometry on Front Street in Kingston instead, where I receive a thorough eye exam in person by a professional and treated with courtesy and respect. Even if DC 37 will not cover it. I will NEVER GO TO VISIONWORKS AGAIN!!! read more

EDIT: I have to note that office staff called me back and accommodated an out of pocket appointment and staff really were super kind in helping getting me an exam and glasses. They randomly cancel and reschedule appointments. Don't go here. It's not worth the aggravation and no one to assist their clearly broken system of scheduling. read more

Worst customer service ever. Their system breaks down often, causing delays. And if you attempt to pick up your glasses (stored in a desk inches from the receptionist's desk), you will be asked to wait for hours (yes, hours), before the receptionist decides to reach into the desk to give you the glasses you paid for weeks ago. Why are they still in business? read more

I waited 1 hour 45 minutes today for an eye exam at the 9 Boices Lane Kingston NY store and never got to see the virtual doctor. The eye exam technician was non-attentive, showed no urgency and was busy dealing with her own personal issues while I waited and waited. The Manager told me that they have no control how long it takes to be seen since the virtual doctors handle hundreds of store locations. I can not recommend them and will not return in the future. read more

Empire Visionworks - Eyewear & Opticians Near Me - Kingston, New York

First visit after eye exam. The doctor recommended glasses that were unusable. Second doctor was better. Recommend surgery. I tried to return glasses and were told to keep them ( I only had them 2 weeks). After reading contract I returned the glasses and was told 2-3 days for refund. It's now 8 days and impossible to reach vision works by phone (I was on hold for 1+hour then got disconnected). If you want service don't go to vision works!!! read more

The staff is very helpful and accommodating. My son broke his glasses and I had other questions too. Angela was very helpful and together her and Kenneth got us another pair TODAY! Thought we'd be waiting two weeks. Yesterday, Steven also went above and beyond to help me find glasses that matched my face shape and made me feel comfortable. Thank you! read more

Customer service sucks! I had to bring glasses back twice and they have been sent out twice to be remade. I was told by eye doctor who did my exam that my eyes did not change much so the script would be the same as glasses I had. I got my new glasses the first time and the bifocals were not placed right and vision was blurry with them. I asked if the script was the same as my old glasses and was told yes.... I got them back and told the same lady that told me they were the same script that they were still not right and I asked again if they were the same script as my old glasses and was told yes she told me to wear them as much as I could for a few days and if they weren't better to come back. I did I brought them back got a man this time and he told me no that they are not the same script as my old ones and asked if I wanted them to be sent back and made the same script as my old ones..... this is not the first time I have had a problem here I paid 600 dollars out of pocket for progressives that I could not use and was not refunded, apologized too or anything was told well now it's over the time they were warranty even though I had returned there complaining of getting headaches and not being able to read with them. Should have learned my lesson and drove further away for better service and product. read more

Very nice and helpful staff. Efficient exam during busy day. Accommodated difficult schedule. read more

Visionworks in Kingston on Ulster Ave is the worst. The customer service is beyond awful. Staff ignore you upon arrival, seem annoyed to assist you and then rush you out. A simple eyeglass adjustment was going to take over a half hour which should have been done when glasses were picked up but they don't bother to offer. They don't place the proper orders or flat out forget to order your contacts at all. The doctors are inappropriate talking negatively about the staff and other doctors and again rude to customers. I will never give them my business again and will steer everyone I know away from them. I had to go to another vision center to get the proper care. read more

second time visiting this Visionworks & i feel like i just got robbed. paid almost 200 bucks WITH my insurance plan. the staff are not up front about the costs of services here & i felt rushed to make decisions i didn't know enough about. for instance, the eye imaging. had i known that it costs 35 bucks for a 2 second service, i would not have agreed. i'm not coming back to this place read more

Staff Not Helpful, Rude, Rush Me Out When I Picked Up My Glasses, Bad Customer Service! This Location Sucks!!

Literally the worst customer service experience I've had, anywhere, ever. From the guy who scheduled my appointment over the phone a month ahead of time, to the woman who checked me in prior to my exam, and the man who "helped" me with my frames. From start to finish every staff member I came into contact with treated me as if I was an inconvenience and was completely unpleasant. No smiles, no eye contact, completely rushed and rude. Both for my initial exam and my lens pick up the store was crowded and there was a line at the desk and more than one employee sitting appearing to be free at the visible desks. 2 weeks after my appointment to the day was my promised date for the glasses to be picked up. Yet it took 3 weeks for them to be ready and when I did pick them up again I had an unsatisfactory interaction with the same extremely curt "lens specialist" and the glasses were given to me finger printed and dirty. Will never ever be back and would recommend anyone elsewhere. read more

Visited this store and the staff very accommodating. Gary the optician is very knowledgeable and patient. I do, however, have. A serious problem with the personnel at the front desk who answer the phone. In particular, James, is a very uninterested representive and his poor customer service attitude comes across clearly on the phone. Someone from the corporate office should call this office and present James a customer problem and witness the poor attitude. Otherwise, I would recommend this business because I feel the optician staff have a friendly attitude looking to help the customers. read more

Very disturbing and unprofessional interaction with Kenneth S.. First he discussed my insurance information and fees for exams in front of the entire waiting room. I had to ask twice if he would speak to me personally at the front desk. Once we were there he dismissively explained options. I also brought old glasses to ask if other clients had issues with the harsh chemical smell of the glasses. From across the desk, with a mask on, he said he could not smell it and told me that I must be very sensitive. He got rid of me by giving me a new case. I still can not wear these glasses without getting a headache. I had such a pleasant experience with the staff last year. I understand that Kenneth could be having a very stressful day, but his passive aggressiveness was unfounded. read more

I was traveling from downstate in NYC to drop my daughter off at college nearby the store when I suddenly lost a contact lens in my hotel room. This was a bit of an emergency because I wouldn't have been able to drive back without two lenses. After calling around to a number of optical places, I reached Ken at Visionworks, and he was very helpful and accommodating, providing me with a new lens ( in a difficult prescription) within a short time. I cannot praise his customer service highly enough--he got me out of a jam. Thanks again. Howard read more

The absolute worst ever. I have eyeglasses that are no good and I cannot see out of them clearly. And you cannot get through to their office until September 29th 2020. The reception staff has been rude a few times Months ago Pre-pandemic They set me up with a virtual dr exam pre-pandemic instead of a live doctor. a Tele exam without my knowledge or permission. I only see the doctor once every 24 months and really--am I really supposed to go two years, and then have a tele-visit? They have a bustling practice--so maybe they want to get in as many as possible.... The tele doctor said--she was concerned about my eye and said this is NOT the optimal way to examine my eyes. THIS came from the tele doctor! I finished the exam and called the next day and demanded a visit with live doctor. That visit resulted in an exam that showed the first exam with the tele exam gave the wrong prescription --meaning I would have to come back again to have the glasses fixed with a new prescription That would be 3 times! After weeks of seeing poorly with the wrong prescription (imagine what that is like) and not getting through, I filed a formal complaint with my insurance and am now going to a new provider where I will get a new exam and new glasses. NEVER AGAIN at Empire Vision works. read more

This used to be a wonderful place with very good staff. However, I have tried repeatedly to make an appointment and just can't get through. their automated phone system does not work. It's impossible to actually make an appointment. And you can never get to speak with a person. It would be nice if businesses valued service to patrons enough to pay for a real person to staff the phone system instead of these automated systems read more

I made an appointment with a live person. I had to take an appointment at a location an hour away from me as that was the first available appointment. I made sure that my new insurance was accepted by confirming with both my insurance company and Visionworks. I filled out my forms online and provided my insurance information. I received a confirmation text saying that I was going to have a Telehealth visit. Thinking nothing of it, I drove the hour to my appointment on the scheduled day only to be told that Telehealth visits aren't covered by my insurance. I feel like that is something that I should've been made aware of prior as I never would've confirmed the appointment. It wasn't easy for me to even get the appointment. I was treated rudely by the receptionist once I got through the lengthy automated system. She started talking to someone else while in the middle of talking to me and had a whole conversation, never asking to put me on hold. I understand if someone had a quick, urgent question, but this was beyond that. It's upsetting because I have always had pleasant eye exams in the past (which is why I didn't give a 1 star review). I decided to give them another chance and attempt to reschedule, but they're pushing Telehealth appointments regardless of location so I'm being forced to take my business elsewhere. read more

They do not answer phone. No customer service. my Friend was there for 3 hrs for contacts renewal.. simple. Doctor did a virtual exam. she 'just got back from lunch, ' No one ever apologized for the hold up with the doctor.. and why a virtual visit? She was told they over book appointments..(she was there 3 hrs!!!). My friend left without contacts. they were supposed to mail her a pair.. 2 weeks.. nothing in the mail. they are trying to charge the insurance.. so it leaves her in a lurch. My friend had to call insurance 3x to straighten this out. It is the worst experience ever for her.. and she was a longtime customer .. As I was.. but I switched last year to Walmart. I was very irritated that you could NOT call them or speak to them. All contact is on their portal..which is horrible to use also... My friend waited 3 months for this appointment!! She called Walmart and has an appt for next week. read more

Horrible customer service. They don't answer the phone, even when you call corporate and have your call transferred. 2+ month wait for appointment. They cancelled my mother's appointment because she didn't answer her phone to confirm. She can not answer the phone because she is so hard of hearing. Finally got new glasses, and she STILL needs a magnifying glass to read and can't see the closed captioning on her TV. Can't get through to them on the phone to rectify. read more

My husband and myself have been waiting 30 days and counting. Cant get anyone to answer calls, not even a call back from corporate . We have ordered glasses and contacts. It would be nice to "see clearly" . Staff is ok, just poor business practices. It wouldnt be a big deal if my insurance would allow me to be seen by another qualified eye doctor or establishment. Get your act together VisionWorks. read more

Terrible. First, try calling to make an appointment. If you talk to someone, your must have incredible luck. I tried for days at different times. Morning. Noon. Night. No answer. Just a teleprompter that says a representative will speak to you shortly. So I tried messaging thEm through Facebook and their social media rep connected me with an entirely different location than the Kingston store. I'm already frustrated- but they apologized and tried to connect me with Kingston again. Someone called back 5 days later to schedule an appointment to advise I can't get an eye exam from them for over a month?? I declined. How is this a good business model? Reading other reviews I'm left wondering why any reasonable person would bother with Visionworks. 100% going elsewhere. read more

Do you value your time, or money more? Regardless of your answer, this is NOT THE PLACE TO GO!! I attended 3 Ivy League universities and am usually able to express myself clearly, but with respect to this Visionworks, I can't find an extreme enough collection of adjectives to describe their incompetency, inconsistency and deceit. But I'll try...my fiancé wanted contacts. They were quick and efficient in charging our insurance and credit card balance (this is why I said "inconsistency" because they WERE good at collecting money up front, but that is where their competency ended). For the exam, the "doctor" ( Dr. Sandy) has this attitude like she owns the world, is flippant with answers and always in a rush, superior. We knew right there we made a mistake coming here. They had to order the lenses. They never called us. We called them, but their phones don't work. We tried over a period of weeks. The only way to get someone to speak to WAS TO GO THERE! (Gas, tolls, TIME). Expressing our dissatisfaction with this absurd situation, the disgruntled employee said in a low voice "It's been this way for years. We changed to a new phone system and they just don't fix it." We were told they didn't have the lenses yet. "Special order" were were told. Come back in 2 weeks. Eventually they got the trial lenses. One pair!! All my kids received a weeks supply of trials and here, now, they gave us one pair to reuse!? We wanted daily use! We went back at the appointed time (anticipating their incompetency we got the return time written down) but they said we DID NOT HAVE AN APPOINTMENT!! I lost it--I had to go back into my car and sit it out. My fiancé dealt with the now quivering employee. She left with another appointment. When she went back to them at the appointed time the STORE WAS CLOSED FOR TRAINING!! This goes on and on and on........... Weeks later we go back to get just the prescription to go some where else. We were told they could not find us in their system. No, really. "New software system. It happens". EVENTUALLY, 45 minutes later, they found us on a notepad!!! BUT!!! Dr. Sandy, had to sign it and she was not there!!!!! We had to come back!!!! TODAY my fiancé went back and, wait for it.... the prescription was too old for her to sign off on it!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! She wanted us to come back for a new exam!!!!!!!!!!!!!!!!!! I have to stop....I am starting to get chest pains. Not really. Almost. If you go there...you have been warned! read more

This is the worst eyeglass store ever. I went in with a simple question, was treated like an idiot and was subjected to a ridiculous avoidance of any answer to any question. This is an example of why eyeglass websites are thriving. One can get an exam at an ophthalmologist's office and order online. Without the unprofessional behavior I was just subjected to. STAY AWAY FROM EMPIRE VISIONWORKS! read more

Dr beth sandy is an exceptional Doctor. Her care and compassion for her field truly shows in every patient she works with! She is the absolute best! read more

Called to make an appointment for an eye exam, no one ever answered, gave all my info to a voice recording waited over 15 minutes to speak to a person , finally hung up. It's not a question of bad service but of non service. read more

Never go to the vision works in kingston. After trying to live with my glasses as given to me I went in to get them adjusted and fixed. The man who was assigned me in the line up was beyond rude. I needed the noise pieces changed and adjusted. The ear piece is moving around and to short. He tells me nose can not be changed. I have worn glasses for most of my life, yes they can be changed. He then says ear short because it's bent to stay on my head,I say I didn't do it this is how you gave them to me and they keep falling off my face , I take them off and show him that they are not bent and a flat ruler going across shows the one side is half inch shorter. He says they cannot change it.I asked can you check I will pay for longer one if need be. He refused to check. Then says I wear them to far from face. I keep pushing them so close my lashes hit lens trying to keep them on. He says he should take a picture with my phone show me lashes don't touch. I said would you like to go to the dollar store but mascara and the black marks will prove they touch? He refused to do any adjustment said I was liar that they didn't fit right. I said am I wearing them or you? When I have to hold them up and shift car it is dangerous. He finally adjust noise, he pinch top super close and it is bottom needed adjust. I said curly toned ty and I walked out. Person comes out after me catches me in parking lot, when I left he evidently said did you hear her birch? Stupid C@$&! They were leaving over the remark disgusted at my treatment, thought I should know. I went to lenscrafters at mall they changed nose out fixed what he broke and adjusted to fit me. Confirmed ear piece is shorter, he doesn't carry frame or would order new for me he said. Says he gets people from them often. Was super nice and better believe he will get all my money in future purchases. Wouldn't take a penny for his time either! read more

Empire Visionworks - Eyewear & Opticians Near Me - Kingston, New York

This place is really awful. I brought my prescription, ordered my glasses. When I picked them up, I couldn't read (progressives) and told the associate that I couldn't find the reading prescription. She told me that my vision had dramatically changed and that I'd have to get used to them. Suggested I wear them for 24/48 hours. I agreed thinking she knew something I didn't. By Monday, I called the eye doctor to have him take a look. Turned out the reading portion was non-existent and the rest of the prescription was completely out of whack. Went back with the printout the doctor gave me to let them know what happened. No one took responsibility for the error or even said "sorry". The just took the prescription and told me they would call me the Saturday of the next week but. That didn't happen either. I called on Thursday to see if they could speed things up only to find out the glasses had been sitting there. Went to pick them up, was asked to wait in waiting room for 10 minutes. When the person handling my glasses called my name very loudly from his desk for me to come into the room to be served. Didn't bother to come into the waiting area looking for me. Are these people kidding? They are ill-mannered and really terrible at customer service. I won't ever go back there again. I think that because they have most of the union contracts they don't really care. There are plenty more customers out there. Well, I got the message loud and clear. Find another provider. read more

was there to get glasses in nov 21. Charged me a large amount, I told them several times to re check the amount, in my frustration, paid it took the glasses and left. When I later checked my coverage, I realized they overcharged me. So they were paid twice. It is 2/23 and I finally received the check. I wonder how many customers they double dip.....Someone should inform Peter Bridgeman!!!! read more

My experience here, was appalling. My first prescription was so incorrect that I couldn't see a thing with either pair of glasses. I returned the glasses and was offered a second exam, that produced a prescription that was great on my readers, and totally different on the reading part of my progressives. Off they went for another attempt. After 4 trips to this establishment, and two exams, carried out by different Dr's, I still didn't have my progressives, so I gave up. They were, however, very fast about refunding my out of pocket expenses. My feeling about this place, is that they're in too much of a hurry to get the enormous volume of people in, and out. It's too busy, and there's not enough time taken, with individual customers/patients. The irony is that after a month of dealing with this establishment, I'm still using glasses bought from the pharmacy. The second irony, is that I can actually read and work, with the pharmacy glasses. M.Cooper read more

I have always had prompt, efficient and polite service at the Kingston, NY, Empire Visionworks. It is a busy office that provides full service and I have found the staff reliable in servicing my needs from a new pair of progressive glasses to a simple replacement or adjustment of nose pads. The staff was always helpful to me and they deserve to be commended. I would have no hesitation in recommending this facility to my family and friends. Joseph T. Woodstock, NY read more

UPDATE: When I arrived for my scheduled appointment a staff member told me my insurance hadn't kicked in and I would need to come back in a month. This, even though we specifically made the appointment for a full week AFTER my insurance actually kicked in. I assume they had just failed to enter my info in the system yet, so I rescheduled and left. A month passed. I showed up again (no confirmation again) and stood at the door knocking for several minutes before staff acknowledged me and let me in, took temperature etc. The imaging machine was stained with the previous patient's makeup (hadn't been wiped down or sanitized). Luckily the staff person noticed before I crammed my eye in there and very quickly wiped it. The eye exam with the staff doctor was about 5 minutes total. I asked the doctor about some specific eye pain I was experiencing and she said "I don't know, you'll have to talk to a real doctor." Okay. Thankfully I had the pleasure of working with Frances for frame selection and was truly impressed. She is a hidden gem in the back corner who made me feel comfortable, seen, and like maybe I had made a good choice by choosing Visionworks. Frances helped me for about 20-30 mins and was a joy to chat with. Those two stars are for her. However, when it was time to check out, my insurance info STILL hadn't been entered and I was told nothing was covered. The total was around $2,000. Since I couldn't afford this, I asked to verify my insurance and Frances figured it out for me. The other staff had never updated my account, even after waiting a month and returning, specifically for this reason. Amazingly, Frances was able to get the right codes and information entered and helped me so much. I left with two pairs of glasses with blue light blockers and anti-glare lenses and prescription sunglasses. Three pairs and the exam and imaging cost about $250 total. So it was worth it in the end. But I can't stress enough how bad the office management is. Hope this helps another patient feel less insane. read more

I had moved away from using visionwoeks after several bad visits all over the nation. Unfortunately my insurance allowed only this place that was even remotely close to me. Visionworks did not disappoint again. One of the worst visits ever. I gave my insurance and was told contact visit was not covered and paid for the exam. Went to get my lenses to be told they were not covered and my glasses would be the lowest quality possible due to insurance, but I could buy a second pair at a reduced rate. I took my scripts home to order my contacts online and found my script was exactly what I did not want and had told them I did not want Toric lenses as I cannot wear them AND my script expired the same day as my visit so I was screwed. Stopped by the visionworks to get this corrected and was told come back we can't help you right now. Came back the next day and stood for 30 minutes while 2 of the staff walked by ignoring me. One finally asked how they could help and after explaining the situation I was informed they emailed the doc and they are closed tomorrow so wait more time. As a side note I reached out to my insurance and they cover the contact exam and lenses, so watch your back. They are all about the $$$$$. Not the customer. read more