I am a very patient person, but I am fed up with this place. My kids and I go here, and the last few appointments have been horrible. The doctors are great, but everything else is disorganized and running late. A few of the bigger offenses: - they had us wait almost an hour, which happened on THREE DIFFERENT VISITS - they told me that my son's contacts were ordered, and then a week later, I called to ask about them, and me they forgot to order them - they forget to have me sign some paperwork and called me to turn the car around and come back, and then made us wait another half hour before giving me the paperwork (one page, one signature) - they didn't give me my son's complete glasses prescription for ordering online read more

I would like to say that Dr. Kostogiannis is the only saving grace about this place. But after dropping $300 on eyeglasses, you would think the customer service would be better. These glasses give me horrible headaches, which was the whole reason I needed glasses in the first place. Turns out different frames made all the difference--$95 at Warby Parker (not even including what insurance covers!). Visionworks wouldn't give me a refund, credit, or change the frames. Thanks for the useless, expensive glasses. read more

The eye doctor herself was really nice and sweet. She was super friendly and responded to all my questions. I wish I could give her alone 5 stars. However I think every thing else was a bit off. If I was the owner of the business, I would tell him or her to make the wait time a bit shorter. Try not to schedule to many people the same time. I had an appointment and was seen 20 mins after I was scheduled. Another guy was there and he left because the wait was to long. If I didn't get a discount on my insurance for coming here, I would have left too. The lady doing the frames kept trying to get me to upsell me glasses which was pretty annoying when I just wanted the basic stuff. I understand as a business person you want to try but then after the first no, leave them alone. All in all, if you want your doctor to be great, don't mind waiting for a while, know how to stick to your budget, and are looking for a vision works then go here. read more

Terrible customer service. The eye doctor is herself quite nice, but the rest of the staff are terrible. They're unfriendly, unsmiling, and seem genuinely unhappy with their jobs and put out by requests of any kind. For instance, I asked if they could look up what part of an exam my insurance would cover, and they told me to call the insurance company and that they would only look up my insurance once I'd scheduled an appointment. So not even for the sake of making a sale will they put themselves out to look up insurance. The eye doctor witnesses this who exchange with a tense smile and I really felt sorry for her. And incidentally, you can be as friendly as you want with the staff, but it's not going to produce anything more than a blank look. read more

So someone replied to my post a week ago and I replied in a message. Funny part is Visionworks is showing how bad their customer service really is........why respond to my post and not answer back. Once again very bad customer service. Not a good look for your business. Please if your not going to address the problem don't waste my time. read more

You would think after so many bad reviews regarding the service here, that something would be done by C.E.D. but, apparently this is not the case. The front desk staff as a whole have a major attitude problem with everyone that walks in the door, as if they were bothering them with their patronage. Unfortunately, this is the closest eye doctor to my home and I ignored the warnings, thinking I just needed an eye exam and my contacts so it shouldn't be so bad. Don't make the same mistake! Dr. Tsesler was pleasant enough, especially the first time we met. But, it certainly is not necessary to come back to have her view your contacts in your eyes, seeing, as some have mentioned in their reviews, no one else does this. I was willing to overlook it, since she was nice and since she gave a very long lecture on how contacts are medical devices and she went to school for 3 years to become an eye doctor on top of her residency and she was making me come back because she didn't want to lose her license, although I was having surgery and wouldn't be able to make it back in 2 months let alone 2 weeks. Once I explained my situation, she said that it would be fine to come in once I was physically able to come back in. All in all, a not a bad first experience. Yet, when I went back to make the follow-up appointment, one of the notorious front desk staff told me I had to pay another fee. When I asked to speak to the doctor, she said she would leave a note for her to call me, but I never received that call. Frankly, in the end it felt as if Dr. Tsesler required me to come back for a (maybe) 10 minute appointment to give me my prescription, which she was holding hostage until I came back, in order to have me cough up more money. She was also much less pleasant the second time around. The entire thing was inconvenient (which is annoying as I specifically went there for the convenience of their location), but I felt a little better when I checked out and after telling one of (the nicer) front desk staff that I wasn't going to be buying contacts from them (as I needed them rush delivered to me and it took C.E.D.over a week just to get a sample), they told me I was all set. I thought: Great, maybe Dr. Tsesler had not called me back because she wasn't planing on charging me again and the issue was moot. An hour later, I receive a call from C.E.D. saying that I actually owed a fee for the 10 minute appointment. (Apparently, the doctor had, not only, not called me because she remembered our conversation and wasn't charging me, but also had not not called because she didn't have my number). I told them I would come in and pay so that I could speak to the doctor face-to-face and settle the matter amicably. Which was my full intention, until my husband called me to tell me that Dr, Tsesler had not finished my prescription in order for him to order them online - after the lecture about being professional and having to perform the second "exam" to keep her license, she doesn't even fill out the prescription correctly! My husband had to call C.E.D. for the information and they would not give it to him until he paid the fee that she originally said she would waive. Not only did it feel a bit like we had just overpaid for the whole experience, but it felt malicious. That experience combined with having to deal with the horrible attitude is just too much to endure again. I can guarantee I will drive to my next eye appointment - to another establishment. Do yourself a favor, and do the same! read more

I went to Cambridge Eye Doctors for an eye exam since they take my vision insurance. The eye doctor was not very friendly and the other staff that work in the store were rude. The place is always obscenely crowded and there is not enough staff to help all the customers, let alone enough chairs for the people that are waiting to sit in. I ordered some contacts here and when I picked them up they accidentally gave me the wrong contacts. They called me and told me, but at that point I was already all the way home (30 minutes), and had to come back the next day to exchange them. read more

This is legitimately the worst experience I have ever had. I have been wearing glasses and contacts for 15 years and I will never go back to Cambridge Eye Doctor in Brookline. The customer service is AWFUL and they really should train their workers to not be rude to people. The woman who answers the phone should not be in a position where she needs to interact with customers. This place will try to make you spend more money than you have to so my advice is to avoid going here at all costs!! read more

Complete lack of competence and professionalism! In total, they had to make 6 pair of glasses, before they had it right. Can you imagine what a margin of profit the company makes when they can afford to make so many mistakes to make 2 pairs of glasses right?! My wife and I needed a pair of glasses each (progressive and transitional). The glasses they initially sold us were just wrong. Then, they were not made transitional. The manager was luckily accommodating, but it took several months and six visits to have the glasses right! We used this company/store because this is one of the few places covered by our insurance, otherwise... read more

Horrible customer service. I live in the neighborhood and had been going here for years. A few years ago, I noticed a marked change in attitude. While the optician was fine, the regular workers are unpleasant and unwilling to meaningfully service their customers. Nonetheless, I was overdue for new contacts, so scheduled another appointment. The day before the visit, they called me to ask for my updated insurance card and berated me for not giving her the proper information. I did not even recall them asking for it nor did they make it clear they would be calling my insurance beforehand. I cancelled my appointment then and there and will never go back. read more

I don't review things often but this place was just so great. I broke two pairs of glasses- one pair lost a screw and the other i broke off the nose pad. They happened to be around the corner from me, so I walked in and showed them. They fixed both pairs on the spot perfectly, free of charge, even though I told them I had bought the glasses elsewhere. They were polite and helpful. I will be going there in the future for sure. read more

A terrible experience every time. Misinformation regarding fees, refusal to take certain insurance, rude attitudes and a dingy interior. Just an awful place. AVOID. read more

So unprofessional. We had an appointment for the kids at 11. We waited 50 minutes for the doctor only to discover that she won't see kid's their age, although we specified their age and birth date when making the appointment. Obviously won't return read more

Not sure what all the complaining is about. Just had my first experience. Had a full eye exam with Dr Tssesler, so nice, explained everything etc. And the customer service out front was fine, lack luster but who cares. I was in and out in 50 minutes. I will pick up my prescription in about a week and assuming that nothing goes wrong, I will be coming back. Great that my insurance paid for it. read more

I was deliberately misinformed by the staff at VisionWorks Brookline. I walked into the VisionWorks Brookline location and asked if they accepted VSP insurance and I was told by the lady in front that they did. I later called to make an appointment and during the conversation I asked what the cost would be for my exam and was told they couldn't tell me until they checked my insurance. That sounded odd because I expected copay to be standard or at least to be within a certain a range and I tried to explain that I did not want to be surprised by high fees when I came in for my appointment. The day of my appointment, I arrived and was told that my insurance did not cover the contact lens exam. I regret not walking out as soon as she said that because I was pretty sure my coverage included contact lens exam. I wear contacts every day and made sure to get a plan that would cover my contact lens examination. Anyway I assumed it was a mistake and figured I would sort things out once I was done with the exam. After the eye exam, I was told the total was $122. I asked for a breakdown and was told the vision exam cost $35, the contact exam cost $48 after a $12 discount from my insurance, and the retinal image cost $39. I asked if they were really a network provider for VSP because I didn't understand why the copay was $35 instead of $10 which was indicated on the form which I filled out. The lady said they were and it is just that they didn't accept all plans and again that didn't make sense to me. I also told her that I had specifically asked if they accepted my insurance before I made my appointment and now here I am finding out that they don't. I was deliberately lied to by the staff even though I tried to get as much information as possible. If indeed VisionWorks in a network provider for VSP but doesn't accept all VSP plans, isn't that something that should have been disclosed when I asked? How was I to know that some VSP plans would not be accepted? Needless to say, I regret going here for my eye exam and if you are reading this review, save yourself the trouble and go somewhere else. I wish I had. I can't complain about the exam itself as Lana Tsesler was professional but after reading other reviews here, it appears misinformation and communication from staff is an issue at VisionWorks. read more

The people at Cambridge Eye Doctors are extremely rude and unhelpful. They give off a very negative vibe. Kira is especially disrespectful. I would not go there for glasses and or contacts. read more

Eye exam seemed a bit rushed but happy overall with my glasses. They were ready to be picked up within a week.

This place is terrible. After 40 years of wearing glasses, it was the worst custumerservice I have ever encountered. My glasses still do not fit properly after taking them back twice. The staff does not seem to know what they are doing. In addition, the frames are cheaply made. The only reason I went to the place was that my insurance provides a discount. It was clearly NOT worth it. I don't know how they stay in business. If want a decent pair of glasses, this is not the place for you. read more

I had an extraordinarily difficult time getting an order of soft contact lenses refilled. I would estimate that this took nearly a month. I would recommend to all who are looking for a glasses place to try a different place and spare yourselves a lot of aggravation. My rating is 0 stars. Have been put on hold many times for extremely long periods of time and forced to listen to an inane message stating how great the Vision Works service is. Last night I listened to that repeated message a total of 11 times while waiting for someone to get back to me. A highly dysfunctional store. read more

Just updating my review. The only bright light is Dr. Tessler. I don't understand why after multiple reviews on Yelp, management of this branch of Visionworks doesn't address the front of house staff issues, - not well trained. Not helpful in scheduling, put on hold for lengthy times. Don't think they understand the insurance. Can't add -- (I asked for a ballpark for contact lenses, the clerk added incorrectly ) Luckily, I'm now ordering my contacts elsewhere. The only reason I continue to come to this store is because of my insurance. Management keeps asking for yelp reviewers to privately message so they can resolve the issues, but then doesn't seem to do anything. Dr. Tessler is really pleasant, competent and efficient and I really enjoy coming to see her. Please, Visionworks, get a good manager at this store to help you address and to resolve these operational difficulties, and to hire and train and support your front of house staff. They deserve better. I hate to write negative reviews on Yelp and don't do it too often, but it is very frustrating to be back 18 months later and to see that nothing much has changed. read more