Hello, My name is Danny Smith, and I am writing regarding an unfortunate experience my family and I had at the Visionworks Hamilton Place Mall location on August 10. I brought in a pair of glasses that I have owned and worn for over seven years for what I believed would be a routine cleaning. These glasses are very important to me because they fit my face perfectly and have remained in excellent condition throughout the years. After my glasses were taken for cleaning, Dr. Ghaith Al-Sowaidi returned them to me with a significant crack in one of the lenses. The crack covered approximately 30% of the lens and was not present when I brought the glasses into the store. Dr. Al-Sowaidi explained that there may have been some residue or substance on the lens that caused it to crack during the cleaning process. While I understand that accidents can happen, what was most disappointing was the lack of empathy, concern, or apology regarding the damage. The response I received was essentially that the glasses were old, made of plastic, and that these things happen. As a customer, I expected a higher level of professionalism, compassion, and accountability, especially from a company that has built its reputation on helping people care for their vision. Had my glasses already been damaged, I would have asked about repair or replacement options. Instead, I came in simply for a cleaning and left with a pair of glasses that had been damaged while in the care of Visionworks. My family and I have trusted Visionworks for our eyewear needs for years, and this experience was very disappointing. I was hoping for some acknowledgment of the situation, concern for the inconvenience caused, and a discussion regarding possible solutions. Unfortunately, none of that occurred. I am bringing this matter to your attention in hopes that it can be reviewed and that appropriate steps can be taken to address both the damage to my glasses and the customer service experience. I would appreciate the opportunity to discuss this matter further with a member of management. Thank you for your time and consideration. I look forward to hearing from you. Sincerely, Danny Smith read more

They're fast, efficient and very professional. My glasses are awesome and I got them a week early!

I had a great experience. Had eye exam and Selection options were great for RayBan. The salesperson was very helpful

I would like if they had more Oakleys. other than that great salesman was nice very helpful

Just had eye exam, there was no files of previous imaging of my retina on file. I have used these guys for years and relied on them to watch a particular spot on my retina. How do you lose those files that I paid for? Doctor seemed not to be up to speed on computer system. Will not be back. read more

If you notice, all the responses to the negative reviews begin with I'm sorry or we apologize. Don't be sorry, be better!! Train your people better. You know exactly who I am because I've voiced my concerns through phone calls, chat, and I've even called VSP (who owns Visionworks). You know me, stop playing. Paige told the VSP complaint representative that Visionworks (Hamilton Place) had to send my glasses to Clearwater FL. FOR WHAT??!! They are reading glasses and the lab is in the store! The staff is still disrespectful. After reporting this issue to VSP, my glasses were miraculously ready that day. All the way from Clearwater, FL. Paige still called me sweetie and I overheard another young girl call someone else sweetie. I never heard a customer name spoken, just sweetie. TO ME, using pet names for customers (people you don't know) is lazy, patronizing, offensive, and disrespectful. For those who just don't understand the negative reviews, you apparently had a different experience. Unless it happens to you, you don't get it. That patronizing, offensive, and disrespectful behavior was directed at me and my experience was negative. Professional customer service does not live at this store. Visionworks robo customer service, don't respond to this post by saying I'm sorry or we apologize. Don't keep being sorry, BE BETTER, DO BETTER and stop pretending like your staff is not uncouth, patronizing, offensive, disrespectful, and unprofessional. DO BETTER!! Train your people, better! read more

After exam we were rushed by this young kid. Spent almost 500 with insurance & after a few weeks of wearing couldn't see out of them. Went back told them they wouldn't retest me just said we do your last prescription. Not willing to help now we're on the 3rd time of coming to try get them right. Very disappointed this time. read more

Not my best experience updating my prescription and getting a new pair of glasses. The technicians were very helpful in trying to make sure my new glasses met my expectations but after two exams and three sets of transition lenses my new glasses still not perfect. I've worn transitions for 20+ years and never had this issue. At this point I'm trying them out to see if my eyes adapt but if not a full refund will be next. The optometrist was very impersonal and seemed to rush through both exams. I should have been more thorough and read the reviews prior to spending $400+. read more

Staff is friendly optometrist is nice didn't have many frames we liked but other than that if your up in the area and need eyes checked check them out read more

The staff are friendly and organized. This was one of the best experiences ever. I have no idea why other people had problems with this location. I went in on the last days of December and it was extremely busy. I waited longer than I usually do and I was able to make an appointment the next day, I was so grateful to be able to schedule as soon as I did . The day I went in for my scheduled appointment, I did wait more than I usually do (first time in three years waiting more than 5 minutes for the doctor) but staff were always checking in with me and it was not more than 20 minutes. The assistants were professional and thorough, with great humor making you feel comfortable. Doctor was fast, informative. I had the contact and eye glasses exam. The best part was the service I received from Matt, one of the staff members that assists with ordering frames/lenses/insurance/costs, etc. He is pleasant, professional and organized. He provided First Class service. He was patient as I was trying to find the best pricing with insurance as I needed both eye glasses and contacts. He took his time and was able to give me each option with prices. He was respectful and displayed courtesy as I needed time to consider. He went out of his way to provide me with quality care and service during a stressful time. He even made sure I had contacts while I waited for my eye glasses to come in. I also observed him with other customers as well and he was always making sure customers were greeted with a smile and at least made sure they were getting the help they needed. Go see Matt next time he will make sure you have a custom quality experience. Wonderful Job! I will be back next year for sure. Great service, reasonable prices. read more

It's a great place to buy a pair of glasses however, if you are a person who values a doctor who listens to your input and actually pauses when speaking, this isn't the place. The fella assigned to me on my particular visit seemed to be simply reading off a script, never really pausing to breathe. Asking any questions seemed to trigger confusion on his part as to why I had would have any questions at all. In short - an otherwise good retail experience spoiled by a really bad doctor/patient interaction. Bring your prescription from your own doctor and skip using theirs. read more

I don't understand the negative reviews. At my first visit at this location, they identified I was given the wrong prescription for my glasses and contacts by my previous optometrist, which was causing frequent headaches. The optometrist at this location is incredibly nice and reviews all recommendations with you, so you can make an educated decision that suits your eye care needs. read more

Me and my daughter both went in here to get I exams everything went well. My daughter got the glasses she loved and I ordered my contacts. My contacts never got to my house. They said they were delivered and never got there. Went to the store let them know the situation and basically they really didn't care. They told me to check the round mailbox to check around the house. And I never found them I was told there was nothing they could do so you pay for a couple of months up contacts is not cheap even if it's your insurance paying for it you're still paying for it and to never get those contacts. Really made it hard. Visionworks does not care or better yet. Maybe it was just a staff member that did not care. Either way it goes. I wasn't able to get my contacts and Visionworks never did anything about it. I would never ever recommend anyone to go here. . read more

I have no idea why there are so many negative reviews for this location. I came here today for an eye exam and it was professional and accurate. I spent 3 or so hours here (exam + picking out frames) and had no issues, nor did any customers around me. I do know there is a new manager and staff members. All the previous problems are gone in my opinion. Highly recommended! read more

I had an appointment for an eye exam and walked to the counter. There was a woman there who would t even acknowledge me even when I said hello. Um - RUDE. The optometrist I saw was polite and took his time. He was very thorough. Still, I wouldn't go back because I felt like an inconvenience. read more

After finishing my eye appointment on Saturday, I went up front to find a pair of frames and to check out. The system was down and they were unable to complete my payment. They said they'd call me later to get my credit card information, which they did. However, during that phone call, when I expressed that I'd like them to email or mail me my prescription, the girl (Paige) got snippy with me and hung up on me. When I called back to speak to a manager, she informed everyone was too busy to speak with me. After sitting on hold for 10 minutes, I was able to speak with William. He was wonderful and very understanding of the inconvenience that the system having gone down caused. I was told that Dotty would call me on Monday, but she has never called. I've been a customer here for several years, but won't be returning after such terrible customer service. At no time did I raise my voice, I did not cuss, I was not irate in any manner...and no customer should be treated the way Paige treated me. read more

Most of the staff are nice enough. The lady optometrist I dealt with seemed impatient and was actually rude. I won't dox her but I want to.....hehehehehehe Maybe she was just having a bad day. Maybe she's commisioned and overworked and underpaid? Fine. Don't take it out on me hon. My Rx was good though so I'll go back next year and see what happens. The gals that work there are mostly easy on the eyes and that's a plus. Truth! read more

the staff was very knowledgeable and helpful, especially Xavier. he was very patient and helpful in selecting my frames as well as letting me know the options with my insurance. great job Well, now suddenly my glasses are delayed and no one seems to be able to tell me when they will be in. The person that answered the phone just said, "we'll call you when they come in". When I asked if they could give me any idea if that would be a week or a month or what, she said she could not. Unfortunately, very unhelpful. read more

Yes, my eyes were examined. But because the young lady doing the exam wasn't able to find a good correction so I was unwilling to spend $$$ on glasses. Keep in mind that my previous glasses are still a good correction for me, but that prescription is two years old and no one will make me new glasses from an old prescription. So now I've gotta send up my free yearly eye exam and I still don't have a good prescription. read more

The people were kind enough, but this much is clear- the staff are overworked and they can't keep up with the volume of people they schedule. It's more like a factory- they shuffle you through various areas with long waits in between. No sense of urgency to get you through faster. It's like the McDonalds of eye care. I won't be back and wouldn't recommend After waiting for over one hour without any explanation of a wait or any apology, I left. As I was leaving I let the girl know and all she said was just OK.No apology, no explanation, nothing. It's clear this place does not care about customer service. read more

Disappointed in the customer service I received from the staff at the doctors of optometry. I recently had my first eye exam visit with this facility and was not impressed. It was in December so I expected it to be busy so I blamed myself for waiting until close to the end of the benefit year. Recently I called to check the price on my contacts and the staff member I spoke with did not inform me that they do not keep lenses in stock and they would need to order. I asked if there was a way to get a trial pair until mine came in and that was not an option in my case. I asked if there was another contact in stock that I could purchase but they did not have a doctor available to get it approved. read more

This clinic is the most unorganized unfriendly eye doctor I have ever seen! The girl answering the phones sounds like she lost her best friend ! Who wants a depressed person being their first contact ??? After 15 plus minutes of wasted time on hold all they can say is oh the contacts are in . I asked why hasn't anyone called he's been waiting weeks , she said someone called and left a message . I questioned her because there wasn't any voicemail , she hesitated and said oh I don't know the date they called .... so that tells me they are dishonest !! They need to hire and train people to handle their volume and train them on customer service which is key to a successful business read more

The eye doctor was professional and my eye exam was fine. The customer service was horrible. People who actually rolled their eyes at me when I asked for help. I was told I could not qualify for any discounts since i had insurance. I chose some glasses to try on and couldn't find the person who was helping me. Wanna know why? He was in the food court eating lunch. I figured that out as I was walking out of the mall. When I did get my glasses they handed them to me and walked off. They didn't even try to adjust them to my face! I've never been treated so rudely at an optometrist! I realize it's at a mall but dear goodness people get it together. read more

This place is trash, they took so long to call my name. The people were very rude and not welcoming at all. They are very unwelcoming.

My experience with VisionWorks has been very pleasant every single time. The staff has always been welcoming to me and patient with my eye care needs. I have seen Dr. Cox on multiple occasions and she has always been able to accommodate my needs as a patient. I have struggled for years to find contact lenses that are comfortable, and clear for me. Dr. Cox has taken the time to listen to my needs, and been patient with me until we have found a perfect fit! I will continue to use VisionWords AND Dr. Cox! Wonderful doctor and staff! read more

Nobody seems to know what is going on at the Chattanooga location. The lady at the front counter (Mary) very rude. She has no customer service in her at all. We will never go back. First and last for us. read more

I have been going to this location for 3 years. When coming into the location today I was asked if I had ever been to this location and the girl in the front took forever locating my appointment information. Understaffed, the wait time is horrible, and the workers aren't personable. There are new workers each time I visit.. after choosing frames....measurements weren't even taken. Waiting to see how these glasses will fit once I go pick them up. Definitely will be changing eyecare providers!! Very unhappy with the service today read more

I have six kids, and this a place that I highly recommended (especially since I work for a major insurance company), NEVER AGAIN will I tell anyone to come to this place. The doctor saw my child last week, we were supposed to have gotten an eye exam for glasses and contacts. The doctor Anne Strong, advises the I bring her back on Wednesday at 6, I did just that. I told the employees why I was there, they were dazed and confused as if I was speaking another language, and looked at me as if I was not telling the truth, of ALL the things I could be doing, why would I show up at 6pm on a Wednesday if I wasn't told to, mind you I have dealt with this place for years. GET YOUR STUFF TOGETHER. The customer service sucks now! read more

The office staff was not welcoming nor informative as to where to sit and complete paperwork. They did NOT verify my insurance coverage prior to my exam to confirm if I was covered for their services (they told me over the phone when making the appointment that they accepted Cigna Vision). However, it was VSP through Cigna, which is considered "Out of network". for me. I arrived at 4:25 for a 4:30 appointment, I waited until 5:18 before being seen by an assistant to perform preliminary tests. The assistant was nice but she was training (therefore slow) I was not informed nor give my consent to have a trainee. Had I been seen right away I wouldn't have minded a trainee however, I felt it was an intrusion of my time. Due to the time factor I could not get my eyes dilated (I had child to pick up by 6:30). The assistant had on strong perfume, which is a no no in the health care field (causing me a headache). Once in the third exam room, a young curt Dr. came in, he said his name which sounded like Dr. Gates (I had to ask his name again because I didn't hear him clearly). Later I saw his name was Ghaith. He did not address me directly nor shake my hand. Having seen many optometrists over the 30 years I've worn glass, every doctor induced themselves and shook my hand. This Dr. Ghaith although efficient and quick was not personable at all. Perhaps this is his normal demeanor or he was having an off day. Either way I will not be returning nor having the rest of my family seen here. ****PLEASE NOTE****There was the most professional, kind and knowledgeable Optician James who assisted me with my frames. I would not hesitate to recommend James to anyone, which I'd give a 5+ STAR Ultimately, I went elsewhere to have my prescription filled since the out of network cost was high and even with the out of pocket discount I felt price was more than I could afford. My Rx with High index and progressive lenses were $630 my price for an out of next work discount was $472 I went to Costco $185 I completed your satisfaction survey you emailed me following my appointment. You can access all the same feedback through your survey Chattanooga, TN location. read more

Very poor costumer service. Had to call them three times to schedule an appointment. Staff members were soooooo slow. Spend more than 2 hours for eye exam. Will never come back read more

I wish I could give it a zero. Visionworks office in Hixson, TN. I had an exam and ordered glasses with transitions (darkening)lenses. I watched the girl helping me write what I wanted on the order, she reviewed the order with me, and we double checked to make sure she wrote down what I wanted. However the glasses I received did not have transitions. (I am profoundly photo-phobic so I am essentially blind in the sun without shades. It's easier to have transitions rather than shades over my glasses.) So I go back to the store and a different girl told me I did not order transition lenses, would not believe when I told her what happened and pretty much called me a liar. Then she told me I could get transitions on my lenses if I paid an additional $90! At this point being unhappy with their service I asked to return the glasses and have them refund what they charged to my insurance company and Care Credit Card. I did not ask for cash for me, just a return of the glasses and a refund to insurance. She refused. This is a very dishonest and shady place and I will definitely never return to any Visionworks office. Have already started telling everyone I know about their dishonesty. read more

Most everyone at this location is very rude (including times I have visited outside of COVID). About a month ago I had an eye exam and the doctor didn't really seem to care whether I could see out of my contacts or not lol. When I asked questions he was less than helpful. Currently, I've been waiting for contacts for 1 month and some change. I was told that they would be ready in 2 weeks. I called after 2 weeks and they said they were waiting on one side of my prescription. I called again today (now after a month) and they said the same thing. The girl said it like it was super normal. So I (politely) asked what I should do since I've been waiting for over a month and need to change them out, and she said, "Oh. I guess we will order them again and text you when they are here." I said thank you, but she had already hung up lmaooo. Needless to say.... hard pass on this place next time. I'm not trying to be a Karen at all... but seriously? Hopefully my eyes don't get infected and fall out before my contacts finally come in read more

May I just say that whoever created the Visionworks concept is a pure genius!!! Not only is this place a breath of fresh air, but the customer service from appointment desk, to Doctors to eyewear consultant is a dream come true. Sure, there is the usual wait depending on the day of the week, but with the wonderful selection of frames to choose from, it's hard to make a decision anyway, so the time is not an issue at all and there is no pressure to choose hastily. There are no pushy salesman, they just suggest the things you didn't realize you could have in any budget. We had a terrible time finding anyone who would take the VSP plan on our area. When I saw their advertising that they took hundreds of vision plans, I had to inquire. It turns out our plan is so good, many places won't take it, but Visionworks did!!! Now my whole family is seeing more clearly and had a wonderful experience!!! Dr Conrad and Dr Farmer are outstanding. Toby the eyewear manager is amazing!!! The ladies at the front desk and the assistants were wonderful making our family experience one that we can put down as a win win!!!! I highly recommend this wonderful Visionworks eye care center for all your vision needs!!! read more