I used to be a patient in the New Hartford office in the late 90s and had a horrible experience with an unkind doctor. This visit was far from that experience! The front desk associate, Cory, did a great job of explaining things prior to my appointment so I would know what to expect & was just as helpful when checking me in/out for my visit. He was friendly & took care of me quickly. I then worked with the tech Sam, who ran me through the first portion of eye tests (dialation machine, the dreaded eye puff, peripheral vision exam, etc.). She was very informative, kind, and through in explaining what each machine did and what we would both be doing. Next, I worked with the tech Julian (hopefully I am rembering his name correctly). He took me into the exam room to work with the assistant and doctor remotely on a large screen. He answered all of my questions and had a very calming presence. The assistant (her name started with a C) appeared on the screen and was very friendly and gave me the traditional eye exam that I was familiar with (better 1 or 2?). Julian placed the machine infront of my eyes and then the assistant controlled everything remotely while walking me through the exam. The appointment wrapped up with a video chat with Dr. Ippolito who went over my exam results & showed me pictures of eye while explaining different things. Very cool & interesting to learn about. Dr. Ippolito had great energy and was a pleasure to work with. I've already recommended this location to 2 family members & look forward to future visits. read more

This place is horrible. My family recently changed over to Empire Visionworks for glasses/contacts and have had nothing but problems. 1. I just walked out from what I thought was going to be an appointment, but they informed me that I had cancelled a week earlier. I had not. 2. My son's contacts came in with two right eyes when they were ordered. 3. My daughter's glasses, they tried to get us to pay twice. I also don't recommend the AI eye exam appointment, it took us approximately 4 hours to complete. On top of that there are a couple of front end people that could use a lesson in customer service. read more

Scheduled an eye exam via web site for 2:30 on 10/8. Showed up on time and was told I had scheduled an online exam (which sounds fraught with problems). Insurance only covers in person exams. Web site made no distinction. Desk clerk them told ne my insurance doesn't cover glasses which I know for a fact it does. The whole exchange reeked of Gen Z non-involvement and apathy. Won't be going back. read more

Our visit was very pleasant and professional. My wife had an exam for new glasses following cataract surgery. Note for seniors: Later we learned that Medicare would have paid toward the new glasses if we had gone to a provider that accepts Medicare (which Visionworks does not). Though Medicare usually does not cover glasses, apparently it does pay a portion after cataract surgery. read more

I went to get my safety glasses for work there wasn't supposed to be a co-pay but for some reason there was and I didn't have money on me at the time. Not sure what her name was but an OLDER employee, was very rude and going to sit there and yell to another employee "SHE DON'T HAVE ANY MONEY" I'm lucky there was nobody in the waiting room I was embarrassed. I'm sorry you don't yell stuff like that out across the damn room. You don't know anybody financial situation don't be rude not going back there. read more

Don't go there. It was remote that I didn't know about it. The manager was not nice and didn't care about you. They just wanted the money. read more

my family were 3 generation customers with Empire Visionworks until last year. my husband and I were stuck in traffic and 10 minutes late. the man at the front desk thought that would be a great time to reprimand us in front of the staff, who were apparently so busy , with no other customers, that they were all congregated at the front desk. I apologized for inconveniencing the staff, cancelled my husbands appt, which would have followed mine and walked out. while the person at the desk was offering to try to fit me in his schedule. no thank you.i work with the public on a daily basis and do understand that sometimes things happen, but I would never be rude and disrespectful. A former Customer. read more

This place is all about money. The staff is friendly but that is just a misdirection so they can rob you. I went there with 350 dollars in vision benefits, verified by them. I picked out a pair of frames that cost 250, thinking 100 for lenses. I told the person I wanted the cheapest lenses with transitions. She then informed me that comes out to 265 dollars out of pocket. With my insurance I asked flabbergasted. She says yes. That is 615 dollars all together. I can go to the nike website, the frames were nike, and with nicer lenses 370 out the door. On vision works own website I could buy the same glasses for 360 dollars. Conveniently enough all the discounts they give you don't work if you have insurance. Also, miraculously enough the lenses, that cost 370 dollars, minus their "generous" discount of 20 dollars comes out to exactly 350 dollars. The exact amount of my insurance. That should be illegal. Shame on you. The staff is great though, very friendly and nice. Too bad they work for a disgusting company that steals money from poor people. Insurance is their to help me, not pad your bottom line. read more

I was in the area visiting family when my (newish) glasses broke. I went in, they called the Visionworks in MA where I got my glasses to check the warranty, and we're able to just pop my lenses into a new pair of frames. She then fitted them for me. They were so nice and friendly about the whole thing!! read more

I went for my annual eye exam and was a little hesitant when I was told I would have a tele-med doctor. However, my experience was terrific. The local technician was helpful, efficient and knowledgeable. When the doctor came on the screen, he was pleasant and patient with my questions. I never felt rushed or hurried. He took lots of time to show me and discuss the pictures that were taken of my eyes by the local technician. He was able to circle parts of those pictures to specifically show me what we were discussing. I was VERY happy with this new tele-med process and would tell anyone who has qualms about tele-med to be reassured that is was a great experience. I look forward to next year's visit! read more

If I could give less than one star, I would. My daughter had a recent huge decline in her vision. She cannot see distance at all. I took the first available appt because we will be going on vacation soon and I desperately hoped to get them before leaving. Was told they wouldn't be done for about 12 days. I asked about placing a rush, even if it cost me more. Rudely told that they don't do that. We leave tomorrow, so I called praying they might be done. Nope. Again rudely told that they are not "due until the 18th". I will never, ever go there again. My poor kid will not be able to enjoy her time off because she won't be able to see. They are rude and not one person seems to give a darn about the customers. What a shame. read more

A Five star rating to Wendy and Visionworks in New Hartford NY! I have been wearing contacts for about two years and after inserting my contacts earlier that Friday night I knew something wasn't right. My left eye was blurry and I couldn't remove the contact. If you are a contact user, you know how this can drive you crazy! Unfortunately it was a stormy winter night and my regular optician was closed with no way to call him for help and his office wouldn't open until Monday. We were driving my Visionworks and my wife suggested I stop in, before we may have to go to someplace like Urgent Care. Not knowing what to expect, I was delighted with the excellent care and quick attention I received from Wendy. Carefully, she checked my eyes and added some solution to enable me to get the stuck contact out. Later I determined I had initially put the wrong contact into the wrong eye - how embarrassing! But Wendy set me straight and had me on my way. I offered to pay but she said "no charge," and even gave me a contact holder. When I am due for my next regular eye appointment, I plan on switching to Visionworks in New Hartford since Wendy went above and beyond to help me in my time of need. Thank You! read more

My glasses were the wrong prescription and the people in this location had me return several times to try and "adjust the angle " of the glasses on my face. They would not listen to the basic fact that the glasses blurred my vision and gave me headaches and that the prescription was wrong. I do not have time to return to the store several times, not be taken seriously, and NOT be able to wear the glasses that I paid for. I returned this year but when discussing that I was never able to wear the glasses, was promptly explained to that I must have had an abnormal test and the incorrect prescription was my fault. I walked out and will never give my business to this company or store again! read more

What a joke. I arrived on time for my vision appointment. Waited around 2 hours and hardly spoke to my doctor. My "visit" was completed in almost dead silence. Been waiting for contacts for two months since I received my "trial" lenses. I was told that the lenses don't have any due date "they just come in when they come in". Have called three different times all three times have been spoke to like I've done something wrong. I have never dealt with another business that has treated me like this for wanting to pay them. Shocking customer service. I wouldn't waste my time with these folks ever again. Almost exactly the same story as Dorothy references below. Literally created an account to write this up. Don't waste your time! read more

very very rude staff and the slowest on the planet .no one will talk in this place or tell you what is going on and nobody in this place can smile, took my glasses in to have lenses changed and after waiting 2 hrs i asked if could get info on them and was given back scratched up glasses , i guess they had trouble changeing the lenses and thought i would not see the huge gouge and scratches in them .i hate walking in this place..... read more