I came here today for glasses. I already had my prescription. The young man who checked me in upon arrival was very friendly and knowledgeable. It was a very quick and easy check-in. I had enough time to peruse the frames before my name was called. I was helped by a gentleman named Kevin, who was outstanding. He is highly knowledgeable and very friendly. My entire experience here was perfect. read more

After posting my now infamous review, Kelly (GM) gave me a call. She appreciated the sense of humor I obnoxiously hammered on with in the original review. Great sense of humor. Anyway, you don't need to know all the details, just that she acknowledged my frustration with the post-COVID corporate hellscape that is Centralized Human Resources Centers that Visionworks unsurprisingly takes part in. This is obviously beyond her control, but what WAS in her control was the kindness and humor she showed my wife and I in making things right. Each follow up was in kind, and we ended up purchasing a set of glasses in addition to the contacts. In a calamity of errors (it's hard to stop tripping down a set of stairs), the trial pair of contacts was in the wrong Rx, but this was quickly resolved with the on-site doctor. At that point, it was just funny, and we all had a good-ol Karen laugh about it. The gentleman who adjusted her glasses today was super kind. Once my wife - who's only period of rapid decision making has been saying yes to my proposal - had lunch and realized she needed a second adjustment just 20 minutes after these poor people thought they were finally rid of us, he happily made the necessary adjustments to the princess and the pea while Kelly hid from us behind her desk. Needless to say, we told her "see you real soon!" In conclusion, corporate center robots in no way represent the awesome human beings you will interface with at the store, and I encourage you to give this place your business. Just be sure to never let them know I sent you. read more

Empire Visionworks - My beautiful wife and her exceptional glasses! - Optometrists Near Me - Vestal, New York

I have been a patient of Visionworks for several years and have not had any issues until now, I don't know what happened but service is terrible and they was overschedule the appointments. In July I made an appointment for myself and my husband to be seen around the same time. As we approached our appointment date we kept getting text messages changing our appointment times. The last change we were scheduled over an hour apart from each other. I canceled the appointments. I did need contacts so I figured I would schedule myself. First appointment was October 3rd. I scheduled online. I did all my paperwork early and showed up early. The young man at the front desk was nice but seemed a bit confused about something regarding my appointment. He did finally check me in and said to have a seat and someone will be with me shortly. He also told me I was not eligible for new frames at this time. (This I found weird because I never have purchased frames with my insurance so I should have been eligible. But no worries as I was getting contact lenses.) Waiting room was jam packed. There standing room only and several more people waiting to be checked in. about a good 20 minutes went by and nobody was being called in. After 30 minutes a few people went in and also a person who checked in after me was called in for the preliminary eye tests. I waited another 15 minutes and finally gave up. I went to the desk to ask what was going on. No explanation, just a blank look. I told them to cancel my appointment as I have been there for about an hour with no service. She asked if I wanted to reschedule and I said no thank you! Never again! read more

Do not go here under any circumstances. Let's just start with the fact that there's absolutely NO WAY to reach them over the phone and they have admitted that themselves and said the only thing to do is drive all the way to them to schedule appoints or risk the fact that their phone robot will make a mistake that they won't be able to help you with. The last appointment I had they canceled ten minutes beforehand without any call or warning when I was over half way there already. Then they argued with me about canceling my appointment which I did not even give consent to be canceled and told me it was my fault for scheduling through the robot over the phone when they literally do not have any way to reach them. They had to reschedule that appointment for a week later so I had to waist more gas and time to come back and guess what? 15 minutes before the appointment I get a text that they rescheduled they appointment for 15 minutes later then it was supposed to be. Usually I wouldn't care but they did not call or warn me and I was already halfway to the place again. Not to mention the guy that's almost always running the front desk has probably the worst customer service I've ever seen. He's rude and nasty to every customer and his own coworkers, he's also the one that lied to my face about calling me before canceling my first appointment and then told me it was my fault he had to cancel it. This has been one of the worst places I've ever had the misfortune of having to go to get my eye exam done at. Not to mention the appointment I have is for them to recheck my prescription because they got it so wrong. Horrible service, no help, no way to contact them, completely inconsistent and inconvenient. This place is a joke. If you're think about getting an eye exam here turn around and run the other way. read more

Our appointment for my 6 year old daughter was cancelled on us and we weren't notified until we arrived for the appointment. We weren't given a reason when asked for the reason. I had to leave work early, drive 30 minutes to pick up my daughter, then drive another 35 minutes to make her appointment. I submitted a complaint to customer service and was told the territory "manager" would reach out to address the issue. Apparently, this issue didn't rank very high on this "manager's" list. Weeks later and there has been no follow-up to see if my issue has been addressed or resolved. They have officially lost multiple customers and will lose more as I continue to share this experience. What a joke. read more

Saw lots of negative rating. I had a very positive experience at this location. Got exam and two pair of glasses

If I could give their customer service a 0 star I would. I never receive a call or SMS messaging notifying that my contacts came in. When I went to the location to pick up my contacts, the girl at the front counter took my name. Then told me someone will be with you. That didn't make any sense, because I'm just here to pick up my contacts that they ordered and doesn't require a fitting. I waited for 10 mins while staff at the counter were just doing nothing. I got feed up and went to a different representative and explained to her I'm here to pickup my contacts. She went to the back and got my order. If it wasn't for her, I wouldn't be there for another 30 mins. This place is awful! read more

If I could give a zero star, I would. Can't ever get through to a real person on the phone. The live chat was zero help. It was just a robot. I'm trying to order a contact refill order but the online won't let me just order the right eye contact. I do not use any in my left eye. Not an option! I don't want to waste $5 a gallon of gas and drive 15-20 min. to the store just to order a refill. I have got to find a new place to go. read more

I drove from Ithaca to visit Visionworks in Vestal, which was well worth the drive, the customer service is always outstanding! I appreciate the professionalism of Dr. Swert and Kelly, the manager, who unexpectedly deliver the best result while keeping an eye on delivery time and the budget. I have been a client for several years, very satisfied. Glad to refer this business, 5/5 rating. read more

For the most part I've haven't had a problem with this store. On 24 of January my GF and I went to the store to get glasses fixed again, the girl at the front desk looked like she had better days, she got the info she needed and have a seat, then I asked about warranty work on my pair, long aggravated sigh and said I have check, stood up s on snapped her stretch pants long aggravated sigh again rubbing her eyes, figured she was pregnant and said when are you dew. She barked you shouldn't ask when a woman is dew,and ran in back. This is not how to handle this kind of problem, at my job, no matter the question, it is to be handled professionally, as it turns out I'm guessing she wasn't pregnant. Her attitude from walking in to when we left was very unprofessional, this should not be the face of your store, definitely going to look somewhere else for my next pair of glasses. read more

2 stars is generous and here's why, the team here is great, helped me with my contacts, and even showed me how to put them in and take care of them. I've been going yearly since i've been little to get glasses once a year. but the worst thing about this business and you'll see in multiple reviews, that when you call it's a robot, who will try and transfer you to a human but after waiting 20+ minutes another robot pops in the line asking what you are looking for so they can direct you to a better handled representative. that never works. another 20+ minutes and no answer. Especially frustrating when you don't need another exam and you are just looking to place an order for your past prescription. if they fixed the phone problem, where you could actually talk to a human being; would bump this to 4-5 stars. read more

I'm so disappointed. I ordered a pair of glasses almost a MONTH ago and they are STILL not in. This has NEVER happened to me before and I've been wearing glasses my whole life. This is unbelievable and unacceptable. read more

Typical lousy phone prompts. Good luck getting someone on the phone. Been buying my glasses there (Vestal) for over 40 years. I'm now taking my business elsewhere. Lousy customer service. read more

Impossible to reach someone on the phone. Tried to set up an on-line appointment. Seems there are 11 available appointment, all at 1:30pm on 11/11/22 and nothing else. What?? read more

These people are nothing short of crooks. They peddle their china made wares and try to convince you their selections is the best in the area when it's actually the worst in quality and marked up beyond acceptable and moral profit. Their signage couldn't be farther from the truth. They can't even fit your new glasses to your head they stand at the door and toss them at you. Not to mention their overall attitude is rude once you tell them you have a coupon then their prices double to $119 per lens for uncoated polycarbonate. These clowns should be ashamed of themselves. The can't even get 2 bifocals to match in placement on one pair of glasses. They CERTinly need to be trained in customer service and how to be friendly. I'd you need glasses stay away from these sisters your money is better spent at Robert's Eyecare down the road from these assclowns. read more

Empire Visionworks - Look at the inner part of the bifocals. Look the left goes all the way to the rim the right stops 1/4 inch away from it. - Optometrists Near Me - Vestal, New York

never answers the phone, then gets routed to customer service line where they don't answer. you can't get any help online because they tell you to call the help line which they never answer. read more

These guys are unethical scam artists. They give you tests without prior verbal disclosure that there are costs to the tests. Later charge you for them after the fact. Happened to me twice and to the woman in line in front of me. Reported to the Better Business Bureau. Take your business elsewhere. This is how these places make money now. read more

Poor customers service. I had my yearly exam and the prescription was made. I picked them up only to find the prescription I was given I couldn't see through. They prescribe one for reading and another for distance. Both were so bad I could not see through them. They setup another appointment for me with a second doctor. This time the script was correct and I did not need one for distance. I went to pickup the second pair at 2pm on a Wednesday. The door clearly said "closed for lunch from 2:15 - 3:15pm". There were 2 more customers in the parking lot and one was on the phone trying to call inside. Nobody answers the phone in their call center so it is impossible to get through to the inside of the store. I started knocking on the window. Finally, the girl came to the window and said "we are closed for lunch, come back after 3:15pm". I said then you need to change your sign, it is only 2pm. The man waiting said "I have been here for 15 minutes" and the 3rd person left. She said "my clock says 2:15" I said every other time, according to all of our cell phones said now 2:07PM. She unlocked the door and asked what we needed. I said I need to pickup my glasses and the man said at this point I just want my prescription. She gave him his script and then handed me my glasses saying but we can fit them for you. You would think after telling her all of the trouble I have had getting my prescription, she would bend over backwards to make it right. THAT WAS THE MANAGER! I now have to go elsewhere to get my glasses fitted. VSP...you need to stop covering services at Empire Visionworks. These people have no customer service skills, not a smile on one persons face anytime you go into their stores. This is at Vestal, NY and at Binghamton, NY stores. We all have jobs and some people are only there for a paycheck. Save your sanity and DO NOT GO TO EMPIRE VISIONWORKS. This was definately my last visit there. If there was a phone number to call for corporate headquarters, I would gladly give them a call. These people are running your business into the ground. Pay attention! read more

I had an appointment scheduled for the middle of the day. I was 5 minutes late (my own fault), but when I walked in both receptionists were on the phone. After standing there for 3-4 minutes, Mackenzie got off the phone and addressed me. I informed her I was here for my appointment, and she said 'hold on, I have to check if we can do that since you're 10 minutes late and we're busy'. Mind you, yes I was 5 minutes late, but it only got to be 10 minutes because no one addressed me for almost another 5 minutes after arriving. She then left to talk to a couple other people, being sure to say that I was 10 minutes late (again, it got to be 10 minutes because I was not addressed). She came back and said 'yea, we're too busy now, you'll have to reschedule.' Then she said (with a lot of attitude in her voice) 'what would be an easier time for your schedule?' To which I replied, that depends, what do you have available? I work retail so my schedule varies quite a bit.' She then told me what her next available date was, and was sure to tell me 'we can do a virtual visit so it will be easier for you' (again spoken with a lot of attitude). I told her that was not acceptable considering I needed a full eye exam and ultimately I was scheduled for another in person visit. The only reason I didn't argue against being rescheduled was because (a) I was flabbergasted that someone would speak to me in such a demeaning tone from the start and (b) the appointment time was just before lunch, so I knew I would be there a while anyways. (I have been here previously and have spent 3 hours (just for a glasses and contact appointment for myself) because the store is run inefficiently.) I rescheduled the appointment and went back, not because this is a particularly good eye place, but this region does not have any decent eye places, so I haven't found anywhere better. I went back to the appointment and Mackenzie was not as rude as the first time, but she still was not friendly and gave a lot of attitude. The eye exam was fine, but this store is focused on getting sales rather than providing a pleasant customer experience. read more

Unable to get a real person from the Visionworks, Vestal NY. The automated system is extremely frustrating and doesn't answer your questions for that specific store. Before the automated system, when calling the Vestal, NY store, the phone would just ring, and ring, and ring. The automated system has not helped. Suggestion, how about hiring @ least two people (two people during the same hours) to answer the phones and greet incoming customers? read more

I only gave one star because I couldn't go any lower. My wife gets her glasses here. I cannot figure out why. Customer service beyond the fake smiles and sicky sweet voice doesn't exist. Cannot call into the office. The phone just rings. When reported during the appointment, staff just shrugged their shoulders and said they could do nothing about it. When asked for a number to call the main office, was given a number that went to a firm that sells Medicare Advantage policies. That number was given to me by someone that identified himself as an area manager. Was forced to buy new frames, which were exactly the same (same product number on the frame) as what she had. We were told if she only wanted the lenses, that her old frames would need to be shipped to the lab in Texas, at our expense and risk, as they weren't allowed to change lenses locally. I asked what would happen if she broke her new frames, and they were replaced under the warranty. The "area manager" told me they could put the lenses in the new frames under that circumstance. When asked why they could put the lenses into replacement frames, but not into an existing frame my wife had, he stated he did not understand my question. Bottom line, they want the sale. BTW, now into 3 weeks waiting for the new glasses, when we were told 10 to 14 days for the new glasses to arrive. Guess we'll have to drive the 30 some miles to check on the status, because we cannot get through on the phone. read more

Went here to get prescription glasses and contacts. They charge an additional $60 dollars for the contact prescription btw. They dont stock ANY contacts in store. At least not Toric lenses. I waited 3-4 weeks for even a trial pair. I arrived at the store put my contacts in while the lady watched. I told her they fit fine. (same as my last pair) We had to rush as they came in 2 days before my wedding. We then travelled to our destination, got married then went on our honeymoon. During this time apparently, they wanted a "follow up visit" that i missed (obviously i was on my honeymoon!!!!) We came back, my trials were done. So i came back to get my prescription. Last time i ordered contacts through Empire, it took 8 weeks until they finally came in! She handed me my prescription, then made a comment about seeing if they had a trial pair in a different brand. She left taking my prescription she gave me with her. She came back saying they have no other lenses in stock in my precription (I already knew this) i said i figured, then when i requested the prescription back (that she had previously given me) she tells me because i missed my "follow up" fit check. She could not hand me back MY prescription that I paid over $100 for. I asked what the process was where the doctor watched me put them in and made sure they were in and were "fit" in my eye when i picked up my trial pair!? Other customers were Talking aloud astounded at what they had witnessed! Commenting " that is absolutely absurd! These people will do ANYTHING to squeeze EVERY DIME they can out of you!" Then when you ask for your prescription to buy contacts elsewhere THEY REFUSE! Will PHYSICALLY TAKE IT FROM YOU AFTER THEY PUT IT IN YOUR HANDS! I Grabbed my contacts from my home down the road and began to head back. I called to tell them i was on my way back so the doctor could "check my fit" MIND YOU the doctor when i was there 5 minutes earlier was sitting in a room with no patient, by herself doing, whatever it is she gets an extortionate salary to do. As i was pulling back in, i was told she had no time to "see me" today........ Knowing how upset i was, as a paying customer. MY ENTIRE FAMILY had glasses and contacts through here. Wife and 3 children. They couldnt spend 5 minutes to make things even partly right! DO NOT GO HERE, THEY DO NOT CARE ABOUT YOU! THEY CARE ONLY FOR THE MONEY IN YOUR WALLET OR PURSE! I AM BEYOND UPSET! I will leave this review anyhwere they allow reviews!. Lets see what if anything will get done about this issue. I cannot believe this, they can take it from you, after handing it to you. read more

Terrible experience! I had to schedule through voice prompts as you can't get a real person on the line. The process was excruciating and at the end of the call they gave an appointment which was several months out. Fine, we wait our time. My 17 yr old was anxious to get in as I won't let her take her driving test until her vision is corrected. We finally get to appointment day, I took time off work, pulled her out of school and we went. Our appointment was first thing and we were the first of 4 people to walk in with a 9:00 appt. We try to check in and are told they meant to call us, they didn't have time to see us that day. There was an older couple checking in next to us and he got the same story. The girl working there offered to schedule a telehealth appt for my daughter to be seen later that week. I would love to know how they check your eyes over the phone. I overheard the poor couple next to us being told the very first appointment to reschedule was two months out. I let our receptionist know I would prefer an in person appointment with an actual eye exam as my daughter has been complaining she can't see anything. I asked our receptionist if they always treat people like this. She was a younger girl, I felt bad for her, she probably gets yelled at a lot by angry customers. She told me they don't always do this. Sometimes is too much in my book. This company needs to get their act together!! read more

I have been going to this facility for many years and love them!! The staff is always professional and very friendly. I have never had any issues with their products or their service. If you need any type of vision work, haha, go see them!! Thank you to all the staff. Alexandra Russell, a.k.a. Louanne Niles read more

I stopped in here to get my glasses checked out and they were extremely busy. They greeted me when I came in the door and I expected to be seated for a while and wait my turn. No, he helped me out right away and even asked the eye doctor to verify his results, which she did quickly. I wish I got his name, it was a busy Saturday at lunchtime. I was quickly on my way, the whole stop lasted maybe 15 minutes. Thank you!! read more

Horrendous customer service and extremely rude doctor (just met the guy and he insults me basically) and totally useless management. I honestly do not know how this place stays open. Im going to go pick up my glasses and go elsewhere to get them fitted im so done with this place in fact! I had a extremely simple request of use the designer frames i had already purchased to put premium lenses in, all they wanted to do was upsell me their cheap over priced frames! I used insurance for the ones i did get but they are mediocre at best so I brought hundreds of dollars cash money and couldn't give it to these people unless i wanted to be gouged again for their cheap wares! The person trying to upsell me just walked away when i asked him to stop doing that and stop telling me what is and isnt possible in a optical lab as I used to work in one.... Then after i got my prescription to shop online elsewhere i notice they didnt include my pupillary distance so i called for this simple number/thing off my chart and again got treated like a schmuck basically and yet again denied service and satisfaction. I paid another optometrist to do the reading for me real fast. I would HIGHLY suggest going ANYWHERE else!!! (id avoid roberts though they aren't any better these days) read more

Made appointment 2 weeks in advance , arrived at appointment time , filled out paperwork and when done set on desk due to no one around to take it . Looked threw glasses for around 10min , noticed other patrons getting called ahead of me , sat patiently for another 15 minutes then someone finally says " unfortunately we can not squeeze u in " I stated appointment was made 2 weeks prior and why did I wait 25 minutes to tell me this ? She put head down and pretended to try and figure something out , about a minute of awkwardness and her head down I stated don't bother and I'll take my business else where . Just another rude business and unprofessional employees that treat you like a number instead of an individual . Waist of time read more

The wait is ridiculous! Last appointment was almost two hrs between the appointment and computer issues. I attempted to pick up my glasses this afternoon. The wait was so extensive I had to leave without my glasses. There was a young lady waiting in the other chair and she appeared equally disgusted. read more

Great service today. Actually had a trial pair on hand. Was in and out in 50 minutes.

After contacting Customer Service, I was contacted by a manager. I explained what happened- and he was genuinely concerned about the lapses in customer service at the store. I was unable to meet him personally, but after speaking to the store manager, Tracy, I was well pleased with the explanations and the results. I am getting a pair of reading glasses and Tracy graciously helped me get an exceptionally nice pair. Thanks to Steve Wixson the "Territory Director" and to Tracy, the store manager. read more

Made an appointment online, received a confirmation e-mail, completed the pre-appointment information, arrived 15 minutes early for my appointment, was told to have a seat, after sitting for 45 minutes was called to the desk to be told that my appointment "didn't take" and I'd have to reschedule in 2 weeks. Make sure your online system works (I've heard a similar story from a colleague). Don't make someone wait 45 minutes to turn them away (It wasn't that busy). Will be taking my business elsewhere read more

I have been going to this visionworks for years and I must say that Tesia w. In contacts is awesome!!! Not only is she pleasant she is smart and she had my trials on hand which never happens. Thank you. Inga norbont jones read more

Both times that I've been here their customer service has been horrible, probably because nobody has talked to them about how rude they have been to customers. I didn't remember what time my appt was so I called when they opened, I guess it was right when they opened(my fault) I was told I can arrive 15 minutes late and they will still take me. So I get there in 11 minutes and the woman at the counter acted like I didn't exist I'm sure to tell me I was to late but she didn't. My appt with the doctor was fantastic he was an amazing doctor who helped me and genuinely cared. Now when the glasses came in nobody called to tell me. I go in to have them adjusted and the woman was super rude complaining about customers coming within the last hour they are open so on and so forth. Overall the entire experience was rude and I felt like nobody cared. I will take my business elsewhere from here on out. read more

The doctor is awesome! He is really funny, cool, and totally willing to answer and go into detail about any question you could possibly have. The associates, however, are just awful. I have never seen a group of people who care so little about their jobs. After being told my insurance was accepted over the phone, I arrived to find out that it was actually not accepted. No problem - everyone makes mistakes. So as I am browsing around for glasses, not a single one of the associates even said hello to me. They talked about their Christmas plans amongst themselves. I know that one of the associates is concerned because his girlfriend's birthday is two days after Christmas so he needed the help of his coworkers to decide how he was going to split up the presents. Oh no! They talked about wrapping their Christmas gifts and various matters in their personal lives. After walking around without any attention for 10 minutes as I waited for my appointment, I gave up on any of them even trying to pretend like they care about what they're supposed to be doing. A couple associates were just leaning against the counter talking about how they couldn't wait to go home and what time their shift ended and all that. So all in all, go here if you want a great eye doctor but not if you are looking to buy glasses. read more