If you're touting your 30+ years of providing eye care, it's probably ideal to leave out the part where you leave your patients feeling poorly about their decision proactively seek eye care. Understanding the limits of my medical benefits through my employer's coverage, I was told I "shouldn't be seen by an optometrist" (Vs an ophthalmologist). I can appreciate the need for a patient to receive care in the appropriate setting; however, shaming them for not understanding how to utilise their medical benefits isn't the route. I will not return to this location due to the treatment and care I received from their optometrist. While the support staff was helpful and friendly, their optometrist, "Dr T", bedside manner was brash and disrespectful. Understanding she was attempting to communicate important patient and consumer information, she was curt and all-around rude around patient education and schema. Her approach to providing patient care was poor and shame-based. read more

Getting a 1 star .. if negative stars were available they would be getting that...customer service is non existent at this location. Posted hours mean nothing.. we arrived at 645 pm to pick up glasses and doors were locked ...my husband turned away and then lights turned off with customers still waiting to be served... To boot called customer service at 6:55 to wait on hold for 5min and be hung up on because I call "after hours" At least our glasses look good! Moving on next year! read more

Scott Bartle was patient and very professional. The computer system went down but he was still able to order glasses for my boyfriend. He kept his cool. I recommend this place read more

Empire Visionworks - Showroom - Eyewear & Opticians Near Me - Rochester, New York

This place is a joke. I made an appointment online which was confirmed via text several times during the week. When I arrived I was informed that "there are no doctors here today." So I asked, well then why do I have an appointment if there's no doctor? Three faces stared back at me blankly. Apparently they do much of the eye exam online via telehealth but even that was not avail as their "machine" was broken. I cant tell you how fast I ran out of this place never to return! read more

This is the only eye place that's in my insurance network. We get all our contacts and glasses here. They are miracle works too. Went in with my sons glasses in about four different pieces. I didn't know it was even possible but my son figured out how to. They got them bad boys fixed up good as new in less than 5 mins with no charge. It was amazing. I was very impressed. The doctor "Dr.Roger Stud" was great and very patient with our sons eye exam as was Emily at the front desk who did the air puff machine and the little red bar machine. The next couple weeks it was my turn for glasses and my man Dr stud ask how my sons glasses were doing. (This was before the glasses explosion). It was nice that he even remembered let alone ask how they were going for him. You may have to wait to get into here but it's worth the wait. read more

The staff at this business are some of the most unprofessional individuals I have every seen. Last time I checked part of selling eyeglasses is fitting them. When I picked up two pairs of glasses the associate seemed put out when ahe had to fit one pair. The second pair was a pair of prescription sunglasses. They were no where near dark enough and were sent back. When I picked them up, the associate broke them while fitting them. Stay away from this business. Moronic idiotic employees hired for diversity not expertise. Stay away. read more

Automated phone service is terrible. Had an appointment on a Friday and sat there for over 2 hours before even being seen. Employees were rude and complaining about their jobs and how short staffed they are. I was told I'd get an update on my trial contact lenses and it's now been almost 5 weeks and still no trial lenses. I emailed requesting an update and was told the office would call me directly; never did. I called the store and spoke with someone who had no idea how to help me and said another representative would call me; never did. I called the store again and it took 30 minutes just to be directed to a call center, not the actual store. She could tell me nothing about my contacts and again told me the store would call me directly with an update. Ridiculous. read more

Our past experiences have been horrible and since they cancelled my family's appointments at the last minute, rescheduled at Monroe Ave location. Monroe is even WORSE. Appealing to my insurance provider to consider other locations. We have had better service at Walmart!!! This place is the McDonald's of eyewear. read more

Three strikes and you're out! Strike #1) Dropped in to browse glasses and tried on several pair. Meanwhile, the staff watched, but nobody bothered to speak or assist with making a selection. After fifteen minutes, the only interaction that I had was with a man who said "excuse me," while reaching around me twice for frames. In an alternate universe, he could have said, "Hi, how are you today?... Those frames look great... Someone will be right with you..." But nope, all I got was "excuse me." Strike #2) I had to leave and pick my niece up so, I went to Greece Ridge and returned right away with my husband and niece in tow. Aside from more stares, all I got was a weak, "hello" from the receptionist. Being that I was the ONLY person in the store shopping at this time and ten minutes prior, when I was there by myself, I don't even know why she bothered to speak upon me reentering the store for the second time. Also during this time our ears were greeted with the melodic sounds of the staff chatting about their upcoming Easter plans. I guess their personal conversations, during work hours, were more of a priority than making a sale. Strike #3) I called the next morning to ask if I needed and appointment to browse frames because I was genuinely confused about the interactions from the night before. I was informed that no appointments were necessary, but not before the receptionist pretended that she couldn't understand what I was saying on the call. I had a second question and she rudely put me on hold before giving me the opportunity to ask. When she returned to the call, she again pretended that she had no idea what I was talking about and she didn't make an effort to find out an answer to the question. Like all Visionworks, they have a decent selection of frames. However, many are not the most stylish or up-to-date trends. If you're into brand names, they also don't have many of those other than Guess, Vera Bradley, Diesel and more in this tier. With a world full of optical retailers Visionworks falls completely flat on customer service and brands offered. They are in desperate need to step up their game in all categories. They have two things going for them. Firstly, they accept pretty much all insurances and secondly their prices are way cheaper than most other storefront optical retailers. A younger customer might be more satisfied with other local eyeglass retailers or shopping for stylish higher end frames online. read more

I made my appointment a week prior and only because my insurance covers it. I walk in and they said no one bothered to look up my insurance and I don't know if I'm really covered. So I have to wait. After three different people point blame at someone, tell me that the log in to their system doesn't work and a few other excuses they finally get in because someone had the bright idea to try a capital letter in the password. They finally find that insurance covers my visit and it will be $10. Ok, great. Standing room only as I wait as it's now 20 minutes past my appointment time, I ask politely how long it might be. All I get is a shrug of the shoulders from the receptionist. All the other employees are running around, dropping records, everyone is visibly disorganized. I get called back and the Doctor was very nice. All I needed was a quick eye test to get contacts. I'm given the exact same prescription and the same brand as before. I head over to get cashed out and I received a surprise $28 fee on top of my $10 co-pay. I ask what that's for and she said it's for the contact fitting fee. I explain that I never received a fitting as I'm only getting a prescription. No fitting required. She explains, it's for the doctor to write the prescription. At this point, I'm frustrated and just want to leave, so I pay and while I'm waiting for the receipt I hear another receptionist call a patient over and apologize because her medical records were mixed up with someone else and she was given the wrong eye glass prescription. I sign my receipt and the receptionist goes to help someone else, I ask where the contacts are. She says "Oh, we ordered them." ok, when will they be here? How long are we talking? "7 to 10 days." Every employee was rude, frustrated and miserable. I wouldn't trust them if I had any issues with my eyes. I'm never going back. read more

The choices for frames and lenses are really great but the staff here at this store is really what makes. From the friendly and helpful staff who greet you so quickly when you enter the store all the way to the manager I really felt valued Anna satisfied. Try this store because your gonna love it too! read more

Place is awesome kid friendly the person who helped me today was Kerry 14626 he was great and fast

I am so frustrated with Visionworks, lack of Customer Service! I am trying to contact ANYONE in the company about questions I have on my lenses and prescription but have been hold for DAYS! I just want someone from Vision works to contact me - how to I get them to do that. I have tried online chat and email with no responses!!!! HELP!!! read more

I recently purchased my 2nd pair of glasses from Visionworks, first time at another store and this time at Greece. I had an excellent experience, from finding the perfect frames to the staff getting my prescription from another store, and finally to getting the lenses and extras I wanted for the lowest price I've ever paid for glasses of this quality! Everyone was very helpful and the selection of frames was extensive. I will definitely go back to this store for my future eyewear purchases. read more

Very disappointing! My appointment was July 26th. Went to my appointment and was never told that there would not be an actual doctor there, it was a telemed visit. I had to wait for 40 minutes before even going in, then afterwards it took an additional 20-30 minutes before even being cashed out. They forgot to give my mother (who also had an appoint the same day) her contact prescription and they also didn't use our insurance, they kept claiming that the computer wasn't working but didn't look into our coverage just said, "we should take it but I don't know why it's not showing up." Then they were ordering me contacts to try and said they would get ahold of me and they still haven't. I called the number and it's a call center not even the actual store and was told they would email them and let them know it's a high priority. I have called twice and still have not received a call back. My mom and I will be running out of my contacts soon and I still have not been able to get ahold of anyone so we can get our prescriptions. It is very frustrating and I am really not sure what else to do besides drive to the actual store to get answers. read more

I will not be going back. Took my 10 y/o for an eye exam. I choose this place because of my insurance. The eye dr was very unprofessional. Dr asked her to tell her which one was sharper when doing the vision exam. My child said the 2nd one is blurry. Dr said "that not what I asked you! Which one is sharper? " then she went on to pick 1 or 2... my child got confused as she was flipping and asked which one was 1 and 2. Eye dr respond " well we going in order here 1 then 2" This is not how an adult should be speak to a child. We will not be going back, very unprofessional. read more

If I could rate negative score I would. This is the worst I repeat worst vendor I have ever bought glasses from. Theta in forty years. They're incompetent and have terrible service. They complain about the customers when you're sitting with them. I picked up my glasses and waited for awhile for someone only have him throw the case and say here you go. No fitting no examining the order. Only to find out both pairs were not what I wanted. I asked for transitions lens even discussed what color went with what frame and no transition lens. At this point after this being the fourth experience in the same amount of years all bad I refuse to go back there. I'll be sure my employer knows this since the only reason I went there was that's pretty much where I had to go. Never again. Not worth the aggravation. Save your sanity. read more

Was literally just there an hour ago and the CUSTOMER SERVICE was subpar! I was waiting for my two daughters and was there with my boyfriend, when a customer came in trying to pay for his child's contacts before production, when the girl behind the counter, who did not make eye contact, and in a snotty tone (basically discredited him), that he did not speak to someone over the phone about paying for contacts before they were made, because that would have been HER, and she ALWAYS makes sure to tell people otherwise. He was dumbfounded, confused, and embarrassed, saying "I guess when they're ready I'll come back with my card". I felt bad for him. Wondering if the treatment was because he was black. After he left, nervous laugh, shaking his head, I heard the girl commence: "Like I would ever tell anyone that" The two other girls laughed, as she continued, "how stupid, like please, try again." I'm sitting in my seat, mentally telling myself to calm down. I wanted to tear into this girl, but I also wanted to get out of there and not cause a scene. Unfortunately, after more smack talk, and my boyfriend being called up for a fitting, said girl, stated with a leer, "Well isn't that a fast one." In which I lost all preamble and impulse and jumped up from my seat, "You are VERY unprofessional and THAT is completely inappropriate!" All three girls looked like deers in headlights, shocked, because, I guess being called out was a surprise. They pretended to be ignorant as to why I was upset, looking to the two male opticians (who did nothing), pretty much trying to silently convey I was not credible, I was more than eager to enlighten them. I continued, "The customer that just left was treated horribly over a misunderstanding and your continued bantering after he left in front of another CUSTOMER was offensive. Not to mention the remark made towards my boyfriend. " Stuttering, "No, that was about my coffee, I would never..." rolling my eyes, I turned my back (disrespect deserved) because that was BS! Long story long, aside from picking up glasses, I WILL NOT being utilizing this business ever again for my future eye care needs. And as a nurse, a single mother, and humanitarian...shame on you Visionworks! Do better! read more

services was amazing rick had me and in out in no time. i came there on my lunch break due to my glasses breaking i originally received my first pair at the Syracuse location he made one call within an 1 hr i had a new pair. Very compassionate and care guy ill recommend this office to anyone rick was awesome. read more

Came here because my insurance pays the most for frames with them. I was basically told, "go pick out frames" without any help. I was told it would be a week and 11 days past with no call. I call on the 12th day and they said they had been ready for a while. Gee thanks. Get there and they didn't even fit them for me. Just handed them to me and said "you're good". If you want cleaning fluid you have to pay extra. Never again. I'll pay more and go somewhere that they actually care. read more

So I went to pick up my contacts Randomly... i ordered them and paid in July, but I just finally went to get them Sep. 1st... The front lady, I believe her name was Leslie was taking over the contacts department and running front desk at the same time .... She was GREAT! She was very friendly and when she gave me my contacts asked if I wanted a Free Bottle of Contact Solution and Free Contact Case. Super nice, great service And my prior visits were very good! read more

I had just received my vision benefit through my employer and stopped by this office to set up an appointment. The receptionist is not friendly at all. She rudely advised me that they are not accepting new patients. I can accept that fact, but the way she said it, I was inclined to call to see if she was lying. I didn't bother because why should I give my money where it is not wanted and customer service is poor? read more

Normally I have had great experiences with Visionworks. However yesterday seemed like an off day for the staff here in Greece. I went in for a check-up because I haven't had one since 2012 according to their charts. But I have visited their establishment a couple of times since then to get my PD. I have never had a problem getting this number for myself nor have I had any complications when trying to obtain this number for my younger sister. It started off when I asked Lanette for my PD after I paid for my new contact lenses that I just ordered. Lanette was a real team player and was very kind. Lanette has me wait in the lobby for a few seconds while she asks Lauryn if my PD could be released. I observe the two of them talking. Lanette goes back and forth between Lauryn and I relaying messages like a courier for us. Lauryn seemed annoyed by my request. I decided to give Lauryn the benefit of the doubt because we all have our off days at work. Of course I let Lauryn know that I've gotten this number before and she looks down at me and says "Well your PD changes so you need a new number" and later Lauryn says "We can't give you your PD because you have not ordered a pair of glasses here. It's company policy". Now let me reiterate my point, I have not had this problem in the past. So what I was being told just seemed incoherent with what knew to be true. Lauryn tells me the manager will be there in 30 minutes so I decided to leave and come back to speak to the manager, Justin who was a very straight-forward guy and helpful. Justin looked on their computer system to see if they had my PD and he even walked to the back room and let me know that it was not on file. Which would make sense because in the past the optician took my PD and wrote it down on a post-it note for me. He summons Kelly, who was probably my favorite person in that office, and they discuss this matter in front of me. I hear Kelly allude to the fact that she wouldn't mind taking me back to the room and measuring the distance between my pupils really quickly. This would have been superb considering the amount of time I have spent in this office. Justin tells her simply that she cannot do that and like Lauryn he says it's because I haven't ordered a pair of glasses before. So they lead me to believe that if I order a pair of glasses I can get this number. Which seemed strange to me because essentially they were telling me that I have to pay to get my own information. I am browsing through the glasses looking for any cheap pair because I just want this number. However something didn't sit right with my that Lauryn said earlier. So I asked Kelly about my PD changing to get a better understanding. Kelly was such a people person and happy while she explained it to me. She did not seem annoyed with me like her co-workers. Kelly appreciates and loves her job and is very passionate when it comes to proper eye care. I questioned Kelly about my PD number changing and she explains that it does change but it's unlikely seeing that I am an adult and finished growing. So the number that I previously got from this establishment 3 years ago might be incorrect now but it's highly unlikely considering my age. I really felt as if she was trying to help me and she was not worried about making a sale. Overall a lot of my time was wasted. I feel that Lauryn could have told me what Kelly told me initially and I wouldn't even have had to return to speak to Justin or anyone else. The reason I didn't want to order glasses yesterday is because I already have a pair of glasses that I love and I don't need a new pair yet. Next month I am moving out of the country and while I'm away I'd like to have my PD so I can order glasses online if something happens to my current pair. While talking to another helpful employee, Bonita, I begin to realize what just happened. So she kindly lets me know that Visionworks has other offices in the Rochester area. So I leave and head to the one in Irondequoit where all of the staff seemed happy and attentive to my needs. Scott who works there helped me out greatly and explained everything to me. He didn't just talk about company policy as they did in Greece, but he explained to me the dangers of giving out a persons PD to them. Even though I wasn't familiar with all of the optical terminology that didn't stop him. He explained everything to me and he didn't make me feel as if I was wasting his time. read more