I had my first appointment experience at Visionworks on E Henrietta in Rochester NY. The most unprofessional place and staff I have ever encountered. For $1,000 plus that I was out of pocket- the appointment began with the technician telling me be careful the machine is broken - to the measurement and selection of glasses with a person who very clearly was unqualified and disliked her job to the ultimate and final straw of pick up the glasses with the staff worried about chatting with her grandson - handing me the glasses and a bag and saying oh cute frames. NEVER EVER AGAIN! This is just the spark notes - it was worse than this outline by far! read more

This has been a great location for me for many years. The people are still great. Telemedicine is not. If telemedicine is offered, say 'no.' The long-term staff seem to have left - although that's impressionistic. , The people who work there are still helpful, and friendly, and patient. The parking lot is not very full. Perhaps others -- both staff and patients -- are now having the same experience of digital life as applied to glasses that I have I generally hate digital life. (Uh, but not yelp.) Digital life in the world of Visionworks was not good. One staff member actually said the only problem with telemedicine is it takes so long. Uh, it's not good if a new system is put in place that makes everything take longer. I will find another place for glasses. For many years before I was with this location for many years, I was with Vincent Greneiro for many years. I came over here because of my insurance plan, although Greneiro and the staff at Lenscrafters was was just great. Visionworks isn't worth it for the insurance plan for me anymore. Not with telemedicine. Thanks, though, for friendly helpful people for a lotta years. read more

my mother and I tried to have our first visit with vision works and my mother was met with the assistant manager who gave her the rudest, unnecessary attitude over a simple miscommunication. we have been trying to find a good eye doctor in the area, and my mother's appointment ended up being cancelled over a mistake in the system. when she tried to express that the assistant manager was rude and condescending. they had some nice employees other than her, but an assistant manager should not handle herself in such way. read more

The customer service in this location is completely absent. I took my elderly mother and was mistreated. Absolutely no respect for other people's time. Also if you're just shopping around DONOT give them your insurance Information. They will put a hold on it and no other optical can access your benefits. It has been true hell trying to get Empire Visions to release their hold/lock on my mother's insurance to get her eye glasses prescription filled. read more

I Just had a great experience choosing new glasses. The receptionist was helpful, calm & very pleasant. The licensed Optician knew the products, very helpful with what looked the best with my face/ coloring etc. She knew the ins & outs of my insurance. I Highly recommend purchasing glasses at this location. read more

Upon arrival I dealt with two employees that seemed annoyed that I used a different contact company than they carried. I said that I really just needed an updated contact prescription and could order them by myself. They said they wouldn't be able to do that and I had to go elsewhere. I have had this done at another Visionworks location. As I was waiting, a man came in who was very upset as his new glasses had lenses that were loose and moving around. Immediately one of the women told him there was nothing wrong with them and that was normal. The man stated that he has a prior pair of glasses from the location and they were not loose. He was definitely causing a scene and was frustrated and she was extremely rude and unprofessional to him. He said he would call corporate to figure it out and she replied in a mocking tone "oooOoHhh i'm SO scared!!" and started rolling her eyes and stomping around the store. I was pretty caught off guard at this point. Anytime he tried to explain what was wrong with the glasses, she would retort over him "I'm a professional! I do this everyday I think I would know!" (to be clear, she had not even looked at this glasses she immediately dismissed him) After he left they continued to talk badly about him, even after one of the techs admitted that the lens did pop out. The woman eventually apologized to her coworker and admitted she was wrong but the man was long gone. Will never be coming back to this location read more

Has been a horrible experience! 1st time they made the prescription wrong! Was treated poorly when I brought them back by the person at the front desk! 2nd time they ordered the complete wrong glasses, which the child that was new to wearing glasses cried over! The 3rd time they got the right glasses and prescription but when I was cleaning them the next morning there's a small star on one of the lenses that looks like it will just spread and be a problem. I am nervous how I will be treated when I take them back again! read more

Ok, This place is a mess. I've watched customers get rejected for scheduled visits because "their new system." While I waited an hour to just have someone adjust the new glasses I came to pick up. This place only exists because certain insurances make you come here. read more

Absolutely a waste of time. My first appointment I waited 1 hour to be seen and then waited another hour for the remote/online doctor. After waiting 2 hours for the test I had to wait another hour for the optician to take my measurement. Then a week later I came back to confirm my contact lens prescription and waited 1 hour and 15 mins. Keep in mind I was told this appointment should go by quicker, which is absolute bull. 2 weeks later I came to pick up my glasses after being told it would be ready but guess what... glasses were not ready and was told to come back the next day. So here I am today picking up my glasses. I put them on and something is wrong with them and they are now making me wait another 1.5 hours to get them looked at. Vision works, can you please hire more opticians or doctors instead of hiring associates that just seat there talking about their life stories. It's ridiculous that when you first walk in they are just sitting there talking to each other instead of greeting you and asking how they can assist you. Only when you say something they will help you. Worst experience ever. read more

Empire Visionworks - 2nd appointment wait time - Eyewear & Opticians Near Me - Rochester, New York

My daughter went there for an eye exam to get a prescription for contact lenses. The exam was done over a zoom call. She was given a prescription for eyeglasses, so when we tried to order contacts, we were denied. We were told that we would have to pay for a second eye exam to get the prescription she came for in the first place. The customer service people were uncaring and unwilling to help. read more

Apparently I'm just a glutton for punishment. I ventured here again after swearing them off for life. But even businesses have bad days (some more consecutively than others...) Anyway, on my most recent visit, I was greeted by a really nice hostess named Holly. She assisted me with browsing and selecting glasses. She went above and beyond and even pulled out several different frames that she thought I'd like after describing my style. Compared to Greece, this location has close to double the amount of frames. I noticed that they still carry the same basic brands as listed in previous reviews, however they display each frame in every available color and this is what creates the larger inventory. Holly, alone, is the reason why I'm writing an updated review for this Visionworks and much to their credit, she seems to be keeping the front end together. read more

If I could give this location 0 stars I would. Had an appointment for my daughter on Monday 1.15.24 at 11AM. We arrived a few minutes early and the guy at check in was nice, but seemed like he was slightly overwhelmed. It looks almost 35 minutes just to see the technician, which once we were in the back with her she was very rude and dismissive. She started two different tests with my child and barely explained them and walked out the room each time. Once finished we wait almost another hour to get back to see the doctor via computer, I will note that we didn't get told there was no doctor actually on site that day. I tried to ask the same technician multiple times how much longer was the wait and she was once again rude dismissive and angry that I was asking. I asked to speak to the manager on duty and she seemed like she didn't really care either and all I was asking for was communication on the time frame for actually seeing the doctor. At 12:40pm we were finally called to the back for the virtual appt, which then took another 25+ minutes to get through. Upon leaving I sent my child outside to the car so I could checkout and finish up with my comments to the manager. I expressed my frustration and disappointment with the entire appointment and let her know that we would never return to this location. We've been going since 2021 and the service seems to get worse each time. I would NOT recommend this location as they have poor customer service, are unorganized and treat their customers poorly!! read more

I was at visionworks in Henrietta twice in the last week. It is definitely a busy time there as it is the end of the year and everyone is trying to use up their insurance benefits. However, everyone who worked there was so nice and patient with my me and my sister (who was also there for an appointment) the entire time. They helped us pick out glasses we liked, and were very helpful with figuring out what our insurance would cover. This was my first eye exam, so I don't have anything to compare to, but I was very happy with the service I experienced here! read more

I ordered glasses from vision works and I was told it would take 2 weeks for the glasses to come in. I called the store after the second week and I was told my glasses were not there. I finally talk to someone that told me my glasses had been there for a week and she did not know why I was told they were not there. I go and pick up my glasses around 6pm the next day and they hand them to me and say have a nice day. I thought they would fit the glasses to my face. I was told if I want to come back and have that done I could. I felt I am here now why would I want to come back another day. I feel some of the people who work in your store don't care how they treat there customers. I felt like I did something wrong by asking about getting my glasses adjusted before I left the store. The guy at the front desk acted like I was bothering him. read more

I've been a long-time customer here and had good relationships with several of the opticians. Today I went in and spoke to who I presume was the office manager, and first said I could not find my script. I had this happen once in the past and the staff was super gracious and helpful and called my doc to have it faxed over. No such offer today. Then I was told something about a new computer system and it was not possible to access past records. Then I asked about the various coupons and offers I had, and the response was what we CAN'T do, not what we can do. Given the brusque attitude with which I was treated today, this customer will seek out a CAN DO place to get my glasses from now on. read more

I have been going here for years as that's what my insurance covers. The employee overturn here is noticeable, the girls who are working there now seem unprofessional. I'm not a fan of the doctor at all; thinking I will try elsewhere next year. read more

I had canceled an appointment with them but they never released my insurance hold!! When I called, during business hours, I kept getting switched to their after hours service center that kept hanging up on me. I tried 3 times!! The online chat was useless and they don't have an email Accessibility! Horrible! read more

Excellent medical/vision Store in Rochester. They provided high quality eye exams, high quality eye glasses frames and service and a very reasonable price. In the past I have tried multiple vision stores and Vision works has them all beat hands down. shout out to Paula for making my experience exceptional!! Thank you read more

Nothing is ever in stock. I came for contact fitting. There were no cases for me to place my contacts in because they had ran out. Staff just blamed each other for not placing order. Doctor was short and curt as he went through my prescription. Also seemed less than thrilled that I requested dilation given my hx of floaters and worsening vision (this would be an indication to dilate). After my prescription was determined they did not have my contacts and had to order. Meaning I had to return again. Another inconvenience. They then refused to give me the PD staying they only give it to people ordering glasses. I have worn glasses for about 20 yrs and it's always been on my prescription given. Given the doctor's rush, lack of stock and refusal to give the full prescription, wouldn't return. read more

Came in to pick up my glasses today and was just handed my glasses. I asked aren't you going to fit them? I was told it was too busy so to come back another time if they are bothering me. I'm don't know if the employees realize how that makes people feel. After 30 years of getting great service here it was very disappointing read more

Your fired! I've been waiting three Flippin weeks for lens replacement . Tooooo long. What the heck. I was offered no professional comments of "our apologies, you slipped through our professional hands" "please come back soon." "This will never happen again, be assured". Nope Nothing at all. Eesh read more

Mom asked me to go with her to select a new pair of frames. I reluctantly drove her to Empire Vision Center prepared for negligible customer service and cheap frames. I was pleasantly surprised. The woman who waited on Mom (I wish I could remember her name!) was patient, informative, and extremely helpful. She commented on my frames from One Hip Chic and demonstrated vast frame/lense/eye fashion knowledge. While their selection was too conservative for me, it was perfect for Mom. They did have the typical solid-color, plastic frames, but also had a few mildly fashion-forward pairs. Mom had a handful of frames that she really liked, and ultimately was convinced (mild persuasion from myself and the lovely sales lady) to chose a larger tortoise framed lens. Her glasses were complete within several days (super quick, in my experience), and it was amazing how much younger and hipper Mom looked. Thankfully, EVC has a 30 day no-worry warrantee, so if Mom thinks the frames are too modern for her she can exchange them, free of charge. She has done this in the past (twice), and was not given any resistance or attitude by the staff. Cross your fingers. If the planets align correctly Mom just might keep her new glasses. Oh, and BTW, we have nearly the same vision, sans the bifocals, so maybe we'll swap glasses every once in a while. (Good glory, what is this world coming to?!) read more

We showed up so my wife could get new glasses and contacts. Smooth talking guy made it seem like we got all sorts of discounts, then 4 months later we get a bill for an additional 40 dollars? Called customer service and they couldn't exexpla where this came from. Place is the dirt worst, and we won't be coming back if they are going to nickel and dime us. read more

In early Aug 2021 I had an eye exam here. Over the past 2 months I have trialed 6 pairs of contacts (each one having to be ordered and shipped to them) and they were still having trouble finding a lens that worked. The doctor asked me: "Well what do you want? I don't understand how none of these work. This one you see a halo and this one seems too strong and blurry for you. Lots of people have to try multiple kinds of contact lenses before they find something they can see out of." I told him that I have been wearing contacts for over 20 years and have never had a problem finding my prescription. He stormed out of the room and told the office manager (who was with another patient) that I needed to talk to him. I finally called it quits and went over to another company. I got a refund for the exam (the co-pay) and I was told my insurance company would get back the "eye exam" credit, which did not happen. I had to call my insurance to get a "one time 60 day member promise" eye exam due to all the problems I was having at this establishment. DO NOT waste your time and sanity here! read more

I always get my glasses and contacts from Visionworks. I'm always happy to come in, the doctor is great and the staff is very helpful and friendly. I love my glasses and contacts! I constantly get compliments on my glasses! read more

I have been a customer now for a few years and would not go anywhere else! Always greeted with a kind worker who is eager to assist me in my glasses purchase! Great selection of frames and sun glass options to choose from! read more

After returning an overpriced pair of glasses AND sunglasses from a place in the mall that promises your glasses in an hour I went to Empire. What a pleasent surprise to find a bigger-better selection, a lower price and a friendly staff. when I got my glasses the lenses are very high quality and dont feel like there is a "film" on them like the other place. I will definately be sending my friends and family here for any eyewear they need!!! read more