Front desk/front end customer support was rude as soon as I walked in for my appointment; impatiently asking "is there something you need help with??" Then unprofessional by swearing under her breath as she forgot something a few feet away and having to walk over to get it. Then the manager walked up while I was checking in for a tele-eye exam with her and confirmed if I was there for such an exam and in an accusatory tone said "not with [health incurrence provider] you're not" as if I was trying to pull a fast one or something. 1. How do they know I'm not planning to pay out of pocket. It's not like it's expensive to get an eye exam, not to mention my insurgence covered the same exam last time I was there. 2. The website doesn't make you confirm your carrier when making the appointment mentioned so how would anyone know that before arriving? Then when I asked to schedule an in person appointment both the front end and manager acted annoyed and confused with the front end manager only informing me that the doctor was only in on Thursday in what had at this point been their all too familiar annoyed tone and staring blankly at me rather than trying to move forward to make an appointment. I started to try to figure out how to get them to help me before stopping myself and excusing myself to just leave the establishment, not wanting that treatment nor low quality of service any longer. Low end feel all around. I won't be back to this location and will be looking into other companies for eye care. read more

Went into this location today to have my glasses adjusted. The associate adjusted my glasses, handed them back to me and said to come back in if that didn't work. She had her fingerprints all over the lenses Didn't bother to clean them before she gave them back to me. I will be taking my Business elsewhere. read more

This place needs some honest help. The front office staff is a hot mess. I was welcomed at open by a disgruntled employee sharing office drama with the customers, and not even a hello but have a seat it's going to be a while. With that said the doctor did not match the rest of the staff. He was so uplifting, and great to talk with. He did a great job and extremely thorough, double checking his work. Getting back onto the floor was like welcome back to reality. The person was not uplifting, gave me a price of $250 for 3 months of contacts with VSP benefit of $130 off. I have never paid that high, I have also never been to Visionworks. I asked if we can look at other contact lens options, the gentleman told me I'd have to go back to the doctor because he prescribed me a specific lens. I said then can I just have the script. I came home and went on the VSP website, found a website that gave me the exact lenses for 3 months for $120. It's honestly really simple. Just be human, and connect with your customers as human beings. Everyone was being treated as a transaction, and a burden for being in their doors. The doctor is amazing and needs to find an office that fits him better or shut the doors for 2 weeks to work on training the staff to be more customer focused. read more

Absolutely abysmal customer service outside of retail locations. I have put in multiple requests for additional corporate level service and they have all been ignored. I filed a complaint with BBB and as of this date they have yet to respond to them as well. This company is a joke who doesn't care about assisting the customers they profit off of. Edit to reflect Visionworks response: Even this response is a complete joke. I've received about 7 messages that say exactly this for the negative reviews I've left. I've emailed them every single time and those emails have not been addressed over a month later. ZERO external customer service read more

Empire Visionworks - The joke that Visionworks is - Eyewear & Opticians Near Me - Webster, New York

I had a 2 hour wait. I asked for a increase in my bifocal contacts for reading. They increased my distance not my reading. Then tried to charge me $200 more for the same contacts you can buy online. I must use cheaters till next year when my insurance will cover another exam. ELSEWARE! read more

I can't even start to begin where they are bad. they are terrible at setting up an appoint by phone, the eyes exam was all wrong and the glasses that I ended up paying over $900 for three pairs are all wrong in one way or another. read more

I will shout this from the rooftops for ALL of Rochester to hear, if you get glasses via insurance, and you only have an allotted amount of frames/lenses per year, VisionWorks is not the place for you if you need to have a prescription changed from them. VisionWorks no longer has labs in their store locations in the Rochester area. Initially we were told our options were to 1)buy new frames/lenses so they could be sent out and the prescription for my daughters glasses could be changed. 2)my daughter could go without glasses for two weeks while her frames that she wears were sent out to have new lenses placed in them. 3)we could find a different location to purchase our glasses from. None of those seem like great solutions for anyone who recently purchased glasses from VisionWorks (March) and need glasses for their lives to function normally. VisionWorks as a corporation and the customer service that they provide through the website, chat, and customer service number are an absolute joke and I am deeply irate with 100% of how that has gone. The website routes you to speak to a branch, which is all automated messaging and speaking to an actual person is difficult. If that branch doesn't answer it then routes you to their customer service phone line, where the stock message recorded is "we are experiencing higher than usual traffic, please use our faster Chat option on Visionworks.com". The chat feature is a useless bot who gave me no help whatsoever with, other than finding my nearest branch so I could contact them. It LOVED telling me about their Love What You See Guarantee, and what the policy on that was though, so at least there's that. At the end of my chat it asked me to rate the service where I rated it a 1. I received a ticket number and was told someone would reach out to me about my service within 48 hours... it has been 96 hours and I have received no correspondence whatsoever about that. The only traction I gained with speaking to someone higher up in this corporation, was when I complained on twitter I was told to "email customer service", and when Heidi, the manager of the Victor location, told me that she would let her manager, Chris, know that I would like to speak to someone higher about this. Heidi told me that Chris would reach out to me on Monday or Tuesday, and yet here we are with Chris not having reached out to me. I have yet to receive a response from my email to customer service as well. Clearly we're seeing a common denominator here that anyone higher up in this company is content to ignore irate customers in hope they go away. The good: After I was able to speak to the manager of Webster, Leslie, she handled everything that we needed and listened to my frustration with the abysmal 24 hours of customer service I received. The other Webster associates are just nice people trying to do their job. And Heidi, the manager of Victor, was super helpful as well. Its terrible that these people are being forced to deal with irate customers as a result of the ridiculous policies VisionWorks as a whole implemented for them. I'm sure there are any number of other businesses in this area with infinitely better customer service than what is provided within corporate VisionWorks. I implore everyone to use those instead, ya know, considering it was suggested I did anyway. read more

My service in the store once I'm there is sometimes great, sometimes indifferent. I can deal with that. But I've got the text notifications so that I could be reminded of actual appointments. And I'm ok with the occasional "hey, use up your flex spending" text. But today I got a text that literally said "URGENT" telling me my last appointment was 18 months ago. My coverage makes me wait exactly 24 months before I can go again. And the times I've called during the in between times, I ended giving up because the receptionist wouldn't make the appointment without the coverage no matter how much I explained. So, yeah, you're what my insurance will pay for, but leave the URGENT out please. read more

Rating: ZERO **Terrible experience with Empire Visionworks, 1028 Ridge Rd Ste 104, Webster, NY 14580 . **MULTITUDE OF ERRORS (lost glasses, incorrect trial contacts and Rx's) and an incredibly rude manager, by the name of LaToya, I believe? I'm filing a complaint with the BBB. read more

Glasses were due in a week and a half ago. Tried automatic phone service, the automatic teller couldn't get the spelling of my last name correct. Tried website, wanted my birthday. The option came up with today's date, the only way to go backwards is by month to month, I was born in 1967. Called, they said they would check and call me back (that was two days ago, still waiting for call back). Called again today, the automated answering service put me on hold. I finally gave up and went online to see if they were even open (they are). Never again for me, I'm done! read more

I made an appointment at another empire vision and they couldn't get me in for a month and a half. Ugh. So I called the Webster office and they had an opening for that week. Got me right. Was very friendly and helpful and worked with my insurance. Would drive out of my way to go to the Webster empire visionworks. read more

After terrible customer service at the Irondequoit location I came over to the Webster location to get new glasses. I wanted to give Visionworks one more try. I had the most communication as the doctor was out on vacation and I would have to do a dial a doc appointment. Let me tell you it was the easiest thing ever. I got to the store early thinking I would have to fill out paperwork. Nope they got me moved the back and into my appointment wishing 5 minutes. They have tons of technology that looks into the back of your eyes, test your peripheral vision and others. My whole appointment from start to finish was half an hour. They apologized for all the time it was taking but honestly I had centered my day around the appointment. They had plenty of frames to pick from and even some guides to help you find the right frames for your face shape. After 10 pairs of glasses my daughter and I found the perfect pair. I got to ask a few questions and was out the door. They even gave me a copy of my script so that if I wanted to get another pair later or else where I wouldn't have to make another trip to the store. The whole team was professional from the moment we got there to the minute we left. I will be bringing my family back and will make this my store going forward. read more

Recently changed insurance when I got married, and I had no idea how hard it would be to find someone that took Davis Insurance! Empire Visionworks allowed me to order new contacts with my insurance with an eye exam I had just previously had, and the staff was so friendly and helpful!! Looking forward to using them again! read more

Best vision center in the area! I have gone here for years and my experience there is always enjoyable and professional. Just a great place.

I hate to take anything away from the staff at Empire Vision works in Webster but...there is one who was beyond rude at my last appointment. I have been coming here for years and years and have never had a problem with anyone. Dr. Kenny is amazing and the staff have always been easy to work with and very friendly. Unfortunately, my doctor for my last visit was Dr. Clinton Sugnet. He didn't take the time to discuss my eye care with me. Instead he scolded me for not being the perfect patient and continued to make sarcastic remarks throughout the exam. I have openly talked with Dr. Kenny about these same issues and we have always been able to discuss the situations and what changes she would like to see from me going forward. Dr. Kenny never made me feel like she was better than me which is exactly what Dr. Sugnet did. I will definitely make sure I never have another appointment with him. His "bed/chair side" manners are absolutely awful. As for the rest of the staff, again, they are great! read more

Great staff; Friendly, courteous, and professional. Abby, Amanda, and Todd are fantastic. Dr. Kenny is awesome!!!!

This was my first experience at a Visionworks and my first time getting glasses. I wasn't sure what to expect but it was overall a wonderful experience! The staff at the desk was warm and welcoming and made me feel at home. The manager, Amanda, worked with me to look at glasses that I enjoyed the style of while also complementing the structure of my face. Hands down the kindest manager of an establishment that I've ever met! She was extremely caring and sweet and clearly cares very much about both her workers and customers. The store was clean and inviting. The doctor who did my exam, Dr. Kenny, was also extremely kind and did a fantastic job explaining everything to me. I left the store with glasses that I love and a smile on my face! I've already recommended this location to my friends and family. Thanks, Amanda! read more

The guy examining us was not very friendly and rude. Wouldn't want to see him again. The guy fitting our glasses was great

I can't say enough about Empire Visionworks Webster location!!! I had an issue with my glasses and they helped me out tremendously and quick. I was able to get them back the next day and was so happy!! The staff there is always helpful and courteous. read more

I had an issue with a product at Empire Vision, and the staff was corteous, timely, and effective at solving my issue. I highly recommend them for customer service. read more

I recently went to Empire Visionworks this week and the experience was excellent. The young man who checked me in was nice and eager to help me. Dr. Kenny is very enthusiastic about her job and took time to understand what I was hoping to get out of the appointment. Her kind personality and genuineness is rare to find. Jennica made the process to purchase contacts simple and was clear about what I was getting and when I would get them which made me feel very comfortable. When she was finished she aided me in finding glasses and led me to David who fitted me for my glasses. He went over all the options I had without being forceful, but was transparent in what he thought was the best fit. It was a nice balance of considering my needs while still sharing their options for me. I purchased both contacts and glasses that day because of the genuine care and attention they provided me. If there was a mistake or misunderstanding, they were quick to fix it or clarify it. I would be remiss to leave one of their best employees out of this review. Tim, who I saw first in the check in area is so pleasant and is great with the customers. He is the perfect person to continue to be the face of Visionworks. Im very thankful to all of them and would highly recommend Visionworks in Webster, NY. read more

We visited the Webster location on June 22nd at 10:00 to get debris out of my husbands eye. The receptionist, was talking on the phone and acted like we were disturbing him and his phone call. After several minutes asked us what we needed, he told us they couldn't help us, ( which is correct ) and then went right back to his phone call. We will clearly look for another company if choosing glasses. read more