I would have given this store a 5 star because of my experience with Stephanie she is really attentive and made my visit friendly and pleasant. But 2 bad apples can ruin the batch my customer service interaction with Shawn C was unfriendly and ignored unprofessional on many levels. read more

The worst experience ever. I came to this location because they accept my insurance and I wanted to take their offer for the buy one get one free. When I enter the store the salesperson was all talking and didn't acknowledge my presents.. Got my glasses after 2 weeks of wait and they didn't call to tell me they were ready and within 5 days the lenses fell out. Decided to return to the store for a exchange because the glasses was hurting my ears. Again the salesperson didn't greet me. There was two ladies working and when i tell one of them my reason for return she notice it wasn't a new sales and tells the other one to help me.. I was in the store for an hours and the sales person didn't even help me finish what I came in for. After I get my glasses, I am not returning. read more

After reading the previous reviews we were hesitant to visit this location, but they took our insurance and were close. The phone call to make the appointment was quick and painless. Upon arriving we were greeted right away. The appointment happened as scheduled and then we moved on to selecting frames. Throughout the entire process we were never ignored or mistreated in any way. Perhaps they have had a change of management or staff, but I would recommend this location. read more

Extreme unprofessional staff. Left my insurance card in front counter for anyone to retrieve. I had to request them to sanitize equipment. Never will use this company. read more

Definitely had a less than mediocre experience at this Visionworks. I made an appointment for 4 pm. When I walked in, no one was at the main staging area to greet me. There were two employees helping other customers but they didn't even glance my way. One of the customers even took a minute to say "hello" to me but the employee didn't. That's how ridiculous they are. After waiting for about 10 minutes, the "General Manager" came out... And made eye contact but still didn't greet me. She went to the back and came back out a couple minutes later and finally said her "hello." She signed me in and asked if I had an appointment. Took my insurance card and started to make a copy. But never finished! She left me with paperwork and went to the back. The lab tech came out about 15 minutes later and I had to tell him I didn't get my insurance card back. He finished making the copy and finally gave it back to me. I waited, waited, and waited. Finally 4:45 rolls around and one of the other employees takes me back for an eye test. After my initially testing, I had to wait for the optometrist. But the employee that did my test went to the Lab area and started going off and complaining about the general manager. They absolutely do not get along. But then again, I wouldn't get along with that manager either. She was all of the place, taking personal phone calls on the sales floor, and was very impersonal. Her name is Milagro. I suggest you find somewhere else to get your eyes checked unless you want to wait for almost an hour to see the optometrist even after you have an appointment. The only reason you should see this place is if you want terrible customer service and a sideshow act from the manager. read more

I tried to make an appointment three times before I was actually able to be seen, the first two times I was scheduled and arrived for the appointment they were more than 3 hours behind schedule. They did not call to let me know they were running behind and had me wait more than 30 minutes before letting me know that there were several people still waiting to be seen. When I finally did make an appointment and was able to be seen the Dr. was very friendly and the actual part of the appointment with her went great. The front staff seems very confused and incompetent. They never checked my insurance so when the appointment was finishing up I had to wait for them to contact the insurance to verify I was covered. I was told the contacts would be ordered and they should arrive in 4 days - they would call when they came in. My appointment was 8 days ago - still no call if the contacts were in so I called. I have been on hold for more than 15 minutes- they are still looking to see if they are there.... this place is very disorganized and a nightmare to deal with---- my advice-- find another location this one is a total mess. I only tried to make it work with them because the location is less than a 2 minute drive from my house.... now I think it would have been worth it to drive somewhere else. Update- they said they see my appointment last week- but it appears they contacts were not ordered----- what a joke :( read more

Terrible customer service! They speak but when I need my glasses fixed & I have a job, you can't be there in time to get them fixed. If you can get them fixed then they fix them but give them back to you dirty without fully checking the glasses. TERRIBLE! There is more to customer service than a smile. read more

Great service. Tim took the time to make sure I picked the glasses that I love and fits me the best. He also explained everything that I need to know about my prescription glasses since it's my first time getting one read more

Whatever you do avoid this place at all cost! Appointment times are meaningless as I watched several people come after me and walked right into an exam as I waited I knew I had made a mistake. At least the doctor finally came out after an hour wait to say I have not forgot about you as she went back to work on other people. So after another 30 mins I decided I wasn't going to be seen anytime soon wish I would have looked up yelp reviews before I ever stepped foot in the door! And this being my one and only yelp review should speak volumes to exactly how bad the service or lack there of truly was. read more

Timothy was the best employee I've had here. He was very knowledgeable and helpful with opinions and options that suited me. Will definitely return. read more

The staff is loud and obnoxious. The staff congregates into groups laughing boisterously, like they're not at work and there are not patients around. The doctor, however, is amazing! She performed the most thorough eye exam I've ever had. This location should really consider hiring more professional staff or training them more appropriately. read more

Not the best, not the worst. I went here because I needed a quick, inexpensive exam for my daughter. They got me in the same day and the Optometrist was quick and responsive. My daughter was able to pick out frames and was told 3 days for her glasses. Three days turned to 7 because the one person who can put glasses together "called in sick." A few months later, I went to another optical place to get some specialty sports glasses for my daughter. The other optical place called twice to request the prescription and were told by Visionworks staff that it would be sent over. They never faxed it over. When I called to request it be faxed over and inquired as to why they had not sent it over as promised, I was told that I had to sign a release and request it myself in order for the script to be faxed over, or that I could pick it up in person. In 2014, that's total BS, and terrible customer service. My neighbor had a bad experience in this place too, in terms of timely delivery of promised glasses and unkept promises by staff. I'd shop around and won't be back. read more

I purchased two pair of eye glasses after waiting over two hours to receive my exam. I paid extra for scratch resistant lenses, to find out six months into wearing my glasses that Vision works refused to repair the scratch, telling me that I didn't purchase insurance and it would cost me $140.00 per lens to repair. Lastly, the customer service is absolutely horrible. If you have two hours to wait for an exam, have no problem with being overcharged and love receiving poor customer service, then Vision Works is the place for you. read more

Made appointments at 9:30, 9:45 and 10:00 for my children to get their eyes dilated. Their exams were 2 weeks ago. This is the third time this appointment has been rescheduled. After waiting more than an hour and still no drops, I asked what was taking so long. I was told that I was called yesterday to say that they would be "worked in" but they had a machine that, for $40/child, could do the same thing and would be much faster. I said I wanted to go ahead with the dilation since insurance covered it. The drops were finally put in TWO HOURS after our appointment time. So, why give appointments if you aren't going to honor them, and if the doctor takes so long with each patient that she's constantly a couple hours behind, why not adjust for that. I will never use this place again. If you value your time,stay far away. BTW, this is a Saturday morning. They open at 9. How can one facility be so far behind 30 minutes after opening? (3 1/2 hours AFTER appointments, we're finally done!!!) 9/21: regional manager called. Said she'd refund part of what I paid for glasses. Checked this morning and the refund was in my account. Because of the regional manager's timeliness of responding to my concerns, I'll up my review to two stars. read more

I have mixed feelings about this branch of Visionworks. When I first used their services for an eye exam and eyeglass purchase last year, they were very attentive, timely and polite, and the optometrist tested me efficiently. They communicated well and kept the appointment time. On 18th September 2016 however, my father went there for an appointment he had scheduled two weeks ahead of that date. When he arrived, however, they claimed that they did not have the appointment marked in their system. As a result he and I had to wait for more than an hour before the optometrist could see him. This wasted both his time and mine. Perhaps the Gambrills Vision Works is no longer as organized and effective as they once were. read more

Had an exam at Visionworks in Waugh Chapel in Jan. 2018. Was taking a cruise a few weeks later and wanted to have updated vision prescription. I forgot to tell the doctor i had been wearing "mono-vision" contact lenses but i feel like the fact that she knew I wear progressive lens eye glasses she should have known that (or should have at least asked me). Well, without mono-vision i basically couldn't see anything clearly that was closer than 10 feet away! So i had to wear readers the entire time on the cruise which defeated the purpose - 7 days in the Caribbean and not able to wear sunglasses!! To add insult to injury, there was a mix-up in the contact lens order and i ended up with a 6 month supply of contacts that i couldn't see anything within 5 feet from my face. When i finally decided to get the prescription fixed, i asked for some trials so i could be sure they would be ok. following the trials, i stopped in to place an order for contacts. it was early on a Sat. morning - only one customer in the store other than myself. i was asked to take a seat. i waited 15 min. with no further assistance offered. a few other customers came in and were assisted. I told the clerk i would call to place my order as i had to go. when i called, i was placed on hold. After 15 min on hold, i hung up. I just tried again to call in the order, and held 31 min. 37 sec. before i hung up and called back. the clerk was nice and was apologetic but then proceeded to tell me how busy they were and how those people had appointments yada yada yada - whatever (i had one 2 months ago and still don't have contacts!). So now i'm waiting for her to call me back "in just a few minutes" ... we'll see.** If this doesn't resolve the problem, i'm going to stop back in and for the entire time i have to wait for service, i'm going to audibly hum that ANNOYING 30-second "Musac" music loop i had to listen to 63 TIMES while on hold!!! Bottom line - this is my last interaction with this store. **Update: been over an hour - no call back. read more

I have to say that whenever I come here (annually for the past 4 years), I get an excellent eye exam. Somehow they get highly skilled Ophthalmologists but I'm sure they get disenchanted by the whole retail experience. One star is for the eye exam and one star is for the knowledgeable sales person that I had. The service here leaves so much to be desired. The moment you walk in the door, you wait. Then they ask how they can help you...and ask you to wait. Then I spent $405 on 2 sets of lenses and one frame and that is with my GREAT insurance and a promotion they were running. Then you have to wait for the glasses to be made. So I waited- 1 week later- I called- one pair was ready. Wondering when they were going to call me. 2 weeks later- I called- still not ready. 3rd week- I called - they're ready- WHEN WERE THEY GOING TO CALL ME??? I arrive to pick up my glasses- I'm asked to wait... they don't know how to multi-task. I wait for her to finish a sale that I could have told her was not going to happen based on the questions the customer was asking. She moves on to someone else so I say- "excuse me, I'm just here to pick up". A few minutes later she pulls my glasses for me. Shouldn't take 30 minutes to pick up glasses. Not going to comment on the sales persons attitude because she may have picked up on my irritation. read more

I wish I could give this place 0 stars. I told myself I'd never come back, I gave in, and here I am - wasting my day away. Do not step foot in this place. They are always under-staffed. You will be seen over an hour after your scheduled appointment. read more

The Gambrills location is a NO GO! Dr. Ukegbu is the most unprofessional optometrist I have come across. I took myself and 2 family members for an exam and after family member #1 was taken back I was informed that Dr. Ukegbu was running behind and that she would not be able to see me today. Are you kidding me?? How is that my problem? The store is open until 8, family member #2 was finished at 7, I was told by her they were short staffed, uh she was there and there were 2 floor employees. While I was checking our Dr. Ukegbu left an hour early. I will not be going back to this location and I urge you not to see Dr. Ukegub!!! She never even apologized to me, just kept bugging me to reschedule..no thank you!!! read more

Had been using this store to buy glasses for my kid the last 2 years. No problem, good service, helpful manager and staff. Then last year went to get contacts for my 11 year old. These were prescribed by her pediatric ophthalmologist. Got completely brushed off by their contacts lady who asked a bunch of questions to my kid about why she wants them and ended with they don't give these to anyone under 13.! Whoa! Went to Peepers in Severna Park and got them with no problem. Did not and will not go back to this store again! read more

Horrible wait and short staffed! The lady who does the fitting of the glasses and insurance processing talks more than does her job. She clearly sees other clients waiting but no sense of urgency whatsoever. There is a fine line between providing good customer service and working smarter! This is the reason why your reviews are not good! read more

Never enough employees on duty. My wife had to wait on a busy Saturday right before back to school just to pick up glasses. Other customers actually getting serviced were visibly frustrated. This is a normal occurrence that even the employees apologize for. read more

I have always used either a local optometrist or Sears in Glen Burnie for my eye care. Money is super tight and I really needed a check up and new glasses. Called to make a same day appointment. They took my insurance info so everything was ready when I arrived. I was greeted right when I got in, it did take a while to get paperwork and get things rolling. I just hung around and looked at frames for a while. The Dr was quick but through and informative. I was total wreck picking out frames. I needed to find the least expensive but need a certain size for bifocal. The girl that helped me was very patient! It's a new store, I am assuming she is new also but she took the time to check with another more experienced employee to make sure everything was right. I get to pick up 2 pair of glasses today ( a current special, buy 1 get one free and it really is just that) for the least I have ever paid. So far a great experience! read more

Horrible experience. Made appointment for 4pm, never got the exam. Just kept telling us to wait more.

Appointments are meaningless. My appointment was at 4:30 I was sitting until 6:30 before I even got taken back. Beyond ridiculous!!! And when I asked how much longer it would be I got a weird look from the receptionist. Total BS read more

If I could give them anything below zero I would. They're customer service is the absolute WORST. They take forever to answer the phone then put you on hold for 10+ minutes and then ask you again why you called. They wouldn't give me my contact lens prescription number because I didn't come in for a follow up. I didn't come in because the doctor did not tell me I need to come in for a follow up. This happened twice. On July 4th, 2017, I came in. I was the first customer that day and the last one to leave. They told me the doctor is not in and for me to wait. I waited 1 hour and then they told me to come back at 1pm. I came back at 1pm and still had to wait for my appointment which was supposed to be at 10am. I left from there at 5pm that day when they closed!!!! The customer service is way below average. It is pathetic. I have been a customer there since they have opened and WILL NOT ever be returning. I rather not have an eye exams for many years rather then got back there again. read more

If you have the option, take yourself elsewhere to get your eyes checked!! Front desk staff was very friendly but during the eye exam, the Dr. was incredibly rude and unfriendly and continuing to scold me and insist that I don't sleep with my contacts (which I am very aware of since I have been one a day contacts for years) I ignored her, assuming she was having a bad day but when I left I realized I was given the wrong I had to return to make a new appointment. Staff was friendly when we called to get a refund for the astigmatism fee that I was charged for even though I do not have astigmatism. When I returned for my appointment the manager acted as if he didn't know what had happened or knew who I was even though I had been there 3 times that week. When I went in to see the same Dr. she scolded me and told me she didn't believe what I was saying. I told her that I'm not going to listen to her continue to talk to me like I'm 10 years old and that I'm going to go somewhere else. After I said that she began to be apologetic. This was an overall horrible experience and I will never be returning again. read more

Staff is unprofessional, uneducated, condescending, and rude. Contacts weren't in stock. The doctor himself just kind of handed me over to one of the workers because "she's better at doing this than I am"...like excuse me? I also didn't expect the doctor to be like 80 years old. Sorry, but for some reason I don't trust someone that old judging my eyesight or doing tests on my eye. Anyway, they ordered my contacts overnight, told me to try them out for a week, then come back to order more if they worked out. I tried to order them, except the girl taking the order literally did not know what the hell she was doing. I was asking her basic questions, like - how many am I getting? are they the bi-weekly ones? I have astigmatism in one eye, if they're both bi-weekly but i'm getting one box of one and two of the other, how in the world are they supposed to be "evened out"? She wasn't sure of any of the answers she was giving me. She was also trying to charge me almost $200 for two boxes...HA. I just ended up using the data from the same contacts they gave me to order somewhere else; got a 6-month supply for both eyes for $170 through lens.com. They never gave me a copy of my prescription, by the way. lol never going back here again, I don't even understand how they're still open. read more

Went in for a routine eye exam and for a pair of new glasses. I felt like I was in a shoe store and the sales reps were just trying to sell me whatever possible. No one really explained the process to me, but they went ahead and showed me all the expensive lens options. I requested for the most basic lens with scratch resistance because that's all I needed. I don't feel like it's necessary to have some HD/non glare etc etc lenses especially if my vision isn't horrible. After I mentioned what type of lens I wanted the rep had the nerve to say "well you can't have Versace frames with the most basic lens" so I was automatically turned all the way off! I asked her why my bill was totaling up to $300 something dollars she had no answer but all of a sudden "realized" she forgot to adjust the price. And then my bill magically came down to $200 but still no explanation as to how that came about. I asked for a copy of the quote so I could see what I was being charged for before forking up 300+. But apparently it was not possible to see. Unfortunately due to the lack of honesty and integrity of the "sales person" or "eye doctor" I ended up leaving without new glasses and in search of a new eye doctor. I felt like I was truly being taken advantage of the entire time. The staff really isn't all that friendly either. I have worked as a District Manager in retail for 5+ years and I understand the importance of sales but I do believe when it comes to a patients eyes/vision this needs to be taken a little more seriously and not a game to see who can get the highest/maximized sale. Just my thoughts... read more

This store would be a perfect sitcom. It's so bad you almost have to laugh - unless you're a customer. Brought in our 12 year old for glasses and contacts. The staff was rude on our initial visit, making us feel like we were bothering them by coming in wanting to spend money. The optometrist was the only bright spot, actually taking his time in the exam and explained the contacts procedure well (he was the only reason they get 1 star). From that point forward it has been incredibly frustrating to deal with the staff. It's obvious that training isn't necessary to be a "team member" at Visionworks. We called and scheduled an appointment for contact fitting and the staff member we talked to said to come in tomorrow at 4pm. We came the next day a few minutes before 4 and were told that we needed to reschedule because eye doc leaves at 4:20 and we never should have been scheduled. We tried a second time and had a 3:30 appointment and arrived on time only to be told the doc had to leave to another store and couldn't see us - what???? You never called us! We tried one more time today - no one told us that our son needed to have his contacts in for at least 2 hours before his appointment so they couldn't see him today. We wanted to purchase another pair of contacts and of course they had none in stock. This is ridiculous! Hopefully people will read these reviews and take their business elsewhere. read more

A negative 100 I have been waiting for my glasses since October 30, 2013 it is now 12/5/13, nobody there has a clue to what is going on, They dont return phone call at ALL!!!!! I have been told more then 3 times the equipment in Texas is broken, your prescription is difficult because of your seal, you are in the eye glasses business?????? They finished one pair and put black lens in brown frames, DONT GO THERE YOU WILL BE MAD AS H E L L!!!! I AM:( read more

Customer service is poor. 3 of my family went here to have eyeglasses done at different times and agents would not immediately address your needs and they pretend to do a lot of stuff. Once we got the eye exam and eyeglasses, they will tell us that they will call when the eyeglasses arrive. But guess what, nobody called because the eyeglasses was paid in advance. I will never come back here. read more

In 20 years of wearing glasses and/or contacts, I've never had a great experience visiting an optometrist--until today. I usually don't write reviews on Yelp, but wanted to write one after my positive experience...I'm honestly shocked by all the bad reviews. I went in without an appointment after breaking my glasses, and the staff was extremely accommodating despite having a booked schedule (thankfully they found one appointment that came in on the wrong day and were able to get me in within an hour.) Every member of the staff was friendly, personable, and helpful. Dr. Rice was kind and her examination was thorough. I was able to walk out with contacts and glasses (with loaner lenses to tide me over until mine come in) the same day. On top of that, the promotion they had going on saved me a fortune (without insurance I got 2 pairs of glasses and contacts for around $500.) I'm happy to say I'll be visiting this location in the future. read more

I had an exam a several weeks ago, and the doctor did not sign my prescription; the last two times I've gone-in to have it signed, the staff tells me no one is there to sign it, there is no Dr.'s name stamp that they use in the doctor's absence - can you believe that? They don't use a stamp when the doctor isn't in, they basically just tell you "too bad," and you'll have to come back, or get your glasses there at Visionworks. I did not receive an apology when I inquired about not getting a signed prescription, quite the opposite, each time, and the rude female employee tonight was insisting that I should tell all the places that I go to look for glasses, that they can call Visionworks and have Visionworks fax it, I told her that's not what I wanted, I wanted my signed prescription like I should've gotten in the first place, and that the eyewear place down the street said that they wanted a signed prescription, and she told me that they don't know what they are talking about, that they only need to fax, I don't understand why she felt compelled to argue w/me about it... why didn't she just say, "Sure thing, ma'am! Happy to do that for you, so sorry that was overlooked in the first place."???? She couldn't help but be rude, she wasn't helpful AT ALL; they lost thousands of dollars in business from us, we still had family members that needed an exam and eyewear, I guess we'll shop around the area, after I get the prescription signed on Wednesday if the doctor actually comes in, because Visionworks isn't worth our time because of how they roll - who wants rudeness like that? We'll give another eyewear establishment our money, that actually deserves it, that helps us, instead of being eye-rolling abusive jerks to us in-front of other customers, instead of not apologizing for not doing their job properly and making us repeatedly return because of their incompetence. I strongly suggest the Visionworks employees undergo customer service skills training - I had a coupon for 40% off, spent more than 1/2 hour picking out a frame, when I showed staff employee the coupon, she immediately pushed herself back into her chair and said I couldn't use it because the frames I chose were $69.99, they had to be $89.99, I sat there, not saying anything for over a minute, and she just sat there, complacent w/telling me this information, she never lifted a finger to say, "Let's find you some frames around $89.99 that are comparable, so sorry you spent so much time and they didn't qualify for the sale, let me help you find some new ones that do..." THAT WOULD HAVE BEEN GOOD CUSTOMER SERVICE, WHICH THEY DON'T HAVE, she seemed all too complacent to be happy letting me leave w/nothing, w/out helping me find qualifying frames, INCOMPETENT CUSTOMER SERVICE, ESP. FOR CUSTOMERS THAT SPEND HUNDREDS OF DOLLARS FOR EACH EYEGLASS PURCHASE, EVEN WHEN THE GLASSES ARE 40% OFF. I don't get why she was so rude, the guy there doesn't seem to have a problem like that, maybe the other employees can learn some customer service skills from him. Because some of the employees at Visionworks in Waugh Chapel are very rude, I don't recommend giving them your business. There has been only one male and one female staff worker that I've met that has any customer service competency, the other two women I've met are rude, talk over you, are mouthy, smarmy, utterly lack any sense of customer service, do not have a sense to help the customers like the other male and female staff employees - how embarrassing for the good staff members to have to work w/rude colleagues like that. I don't recommend Visionworks, unless you see the guy. (sometimes they don't wear name tags) read more

First I will say the only reason this place received 1 start was because the staff itself at the store was nice and cordial. Other than that, the store really needs to changes it business practices. When you have an appointment at 11:45 you expect within reason to be seen within that time frame. When asking at 30 min later (12:45) what the wait time looks like and your told that the doctor takes longer than 15 min, that there are three people ahead of you I'm looking at another 45 min at least of additional waiting time and that's if the doctor performs the exams in 15 min or less. At best that means I may have been seen 1 hour and 15min past my appointment time. I don't know about everyone else but that is absolutly a bad way of running a business. People don't normally wait that long for a table at a restaurant where they will at least sit for an hour vs a 20 min appointment. I understand this is a business and you get your money by turn over and how many people you can see in a day plus any sales you get from your customers. I used to recommend this store. I WILL NOT ANY MORE an WOULD ENCOURAGE OTHERS NOT TO GO... I just called SAMS club and will have schedule my eye exam there and was able to get a scheduled exam within 3 days (which was not the case when I scheduled my exam with this store (it took me 7 days to get an appointment). I've been there in the past and the quality of there exams or good (minus the machine that takes a picture of your eye at vision works that was not available admitted by the staff because they could not figure out how to get the picture to the doctor to use.) read more