My review about this location is mixed. My negative experience is strictly concerning the customer service, not the doctor. I really love Dr. Bassett, who I've seeing at this location for 3 years. He's thorough, professional, and caring and he came highly recommended by another patient who had been seeing him for years. Unfortunately, the rest of the office staff is so unpleasant that I need to look elsewhere for a new doctor. I've put up with their annoyed, patronizing, and rushed attitudes because I really like Dr. Bassett, but I just don't think it's worth the abuse of having to deal with them on the front and back ends of my appointment process anymore. read more

i was very happy with the customer service that i received at the san tan village location in gilbert,az. Mario, the manager, and Michelle were very helpful in making my new eyeglass experience enjoyable. thank you. i will be back when i need an update on my glasses. read more

I always have a great experience here. The doctors are friendly and accurate and they have a decent selection and always great sales. Never feel pressured to buy more than what my insurance will cover. Also, I've always been taken right after I sign in for my appointment and I'm usually able to get in with a same or next day appointment. Love the convenience read more

So I walked into VisionWorks and they seems bothered by me. I asked a few questions about my glasses and told them I needed new ones. I will pay for a screening. Hardly looked at me! So my husband and I walked out and told the lady I was sorry for troubling her. I didn't mean to bother anyone for my business. That was my first time walking in and the last time I will ever step into one. So I walked down the street and around the corner to LensCraft and they were so amazing. They actually felt badly that I could use my glasses and helped me out ASAP. read more

The back office is great. But unfortunately this vision works does not have enough staff upfront. I can see how busy it is because they get a lot of traffic from the mall. Lots of lookey loos with lots of questions for the front office staff. Everybody was nice front and back office. I think if you haven't been established here, go somewhere else. I might choose a different location because it is busy here. read more

I had an appointment for 230pm on a weekday. Arrived just before then and signed name on list and took a seat. A staff member never looked at the list but approached people standing in a line that formed to do temperature checks. I then went over and was given an apology for not being noticed. I would then wait 45 minutes until I finally got the initial portion of the vision test, which to my surprise in a very public area as I was able to sit an watch a lady embarrassingly go her vision test in front of me. I waited an hour before I decided I had enough. I was considering leaving my current optometrist of 5-years for a place that was clearly overwhelmed with customers, no privacy, horribly long wait times, and an air of chaos throughout the store. I now have more appreciation for my optometrist and his assistants who typically take 10minutes to see their patients in an room without people passing though to access the exam rooms and or waiting and watching. The staff was not concerned I was leaving nor were they any bit in the interest in addressing my concerns and possibly salvaging a lost customer. I had never been to a storefront style optometrist before and will never go to a chain location such as this again. LOTS to be said for the small businesses and providers who truly are customer service oriented. read more

When I first stared coming here, things went great! I needed to be able to schedule weekend appointments for my prescription glasses so I gave them a try. In the beginning, I couldn't have been happier. Unfortunately they have had a change of personnel. I left my sunglasses for repair just before corona virus shut down our economy. My wife and I began calling in late March because we have not received a call from them about my sun glasses. We FINALLY got ahold of Tamra today and was told they did not have any glasses for me and that we are out of luck. She was extremely rude and unprofessional to my wife. Since they obviously don't care about keeping our business, we will find another optometrist for our family and I suggest you do the same. I expected to be treated with courtesy and appreciation when I'm spending my hard earned money with you. That's all ! You will not receive that here unfortunately!! read more

I made an appointment to get my eyes checked at the SanTan location. Mary, the Customer Service representative, was extremely helpful. I had made an initial appointment and then rescheduled it for later in the day. I wrote down 2:45. I got to the store to check in at 2:38 and the lady behind the counter told me (in a not so very kind way) that my appointment was at 2:30 and the Doctor wouldn't be able to see me. However, she could reschedule my appointment for tomorrow. Regardless of the obvious disconnect between the original CSR and myself, I find it hard to believe that a service-oriented company dismisses a potential client after 8 minutes. I certainly don't know anything about Visionworks internal policies, but I do know a thing or two about customer service. Not allowing any type of contingency for a client is an interesting business methodology - I suppose it's quantity over quality? Fortunately, I will NEVER go to Visionworks. During my lunch hour I was able to get this accomplished: Driving to appointment Missing appointment by 8 minutes Driving home from appointment Write an email Posting an amazingly descriptive review on Yelp Calling my Eye-insurance provider to express my adoration for Visionworks and finally schedule an appointment with another provider to provide me the necessary Glasses, Sunglasses, and Contacts i need to see for the next year. And look it's only 3:12! I suppose I'll take the three minutes I have left and eat my lunch. read more

I took my mom here to get an eye exam. I noticed that the receptionist was condescending to another customer. After the exam, we went to Costco and ordered frames and lenses. After getting the glasses, something was very wrong and she couldn't see well out of one eye. Visionworks blamed Costco. Costco checked them and verified that they were made as prescribed. Went back to Visionworks, was spoken down to by the condescending receptionist but insisted on a new exam. Turns out that the original exam was way off. Took new prescription back to Costco and they replaced lenses for no charge. I wish we did the whole process at Costco. If you have a lot of spare time and don't mind being treated poorly, this is your place. Me, I'll never step foot in this business again. read more

We were a walk in with existing prescription, with excellent customer service for our family and witnessed amazing service for another family while we were there. Personalized service with friendly and competent staff! read more

Great office and doctors but every time I come here I'm not seen by a doctor until 30 minutes to over an hour after my visit time. Due to this I don't plan on coming back here. read more

The staff is amazing, they're kind their friendly they make you laugh. There was a mistake that was made on my end and the staff took care of me and had my back! Thank you to everyone at the San Tan location you are all amazing!!!!!! read more

I have been going to this location for the past 5 years and have always had a good experience especially with Dr. Bassett. This past week my prescription sunglasses frame cracked. As I had two other pairs of the same frame but without prescription, I called to see if the lenses could be switched. They told me yes so today I brought one of the pairs (should have brought both) in, and the woman told me the frame didn't fit the lenses. I asked her if anything could be done and she rudely said no - nothing can be done. Very poor customer service!!! She could have suggested new lenses for the frames I had, or perhaps helped to have the lenses changed so they could fit. She was very rude, not at all helpful and about as friendly as a flea. I can spend my money elsewhere where I am treated with courtesy even if my problem couldn't be solved. I don't know her name but she was the only woman employee at the San tan location at about 2:00 p.m. Wednesday August 21. read more

Optometrist was great but one staff member in the sales area (an older lady) was rude when I asked which steps we needed to do in order to follow their COVID procedures as we walked in. It was our first time back at the location since COVID began and their procedure for eye exams vs sales weren't clear so I asked. Her response was snippy and unkind. They do wear masks, take temps, and distance people so that's good, but I'll find somewhere else for our family's annual eye exam. read more

Hey hey!!! James (total hottie by the way!!) just absolutely blew me away with outstanding customer service. Not only did he make great recommendations for my frames but he was so fast and efficient to boot! I will definitely be back again and again! read more

We decided to try a different eye exam place since we have been going to the same one for the past 3yrs. Our other place didn't really recommend anything just usually goes with whatever we had the previous years. My husband came here first and we thought the customer service was excellent. Next I came and Doctor Bassett was very friendly and recommended other brands to me that may do better for my eyes. Next was out oldest son and again was very please with the service we had. They truly do care about their patients. Kudos to Doctor Bassett. read more

Don't waste your time. I made an appointment. And because they staff is incompetent they wrote down the wrong information. I arrived on time but because they took their time asking what I was there for, it was too late for them to verify my insurance. They did not do it prior to my appointment despite given the information over the phone. I was given the choice to pay out of pocket for my appointment. They do not bill. Why would I pay cash for an appointment that is 100 percent covered by my insurance that I already pay for. Total waste of my time and money i has to pay for a babysitter to even make it to the appointment Update: Second time around was a better experience. But I only picked out eyeglasses. Tom was amazing in properly fitting me and finding something that looked nice on me. I had previously purchased eyeglasses through my insurance from another provider who I believe ordered the wrong size. I was Adamant that I did not want a certain lens size because my past pair were too big and with plastic frames i would not keep them tight enough to stay up. That being said I have no idea how I ended up with the one size I knew was too big. That provider would not replace my frames, which insurance paid $600 for the complete pair. Desperate to have glasses for my out of state exam in two days I stopped here. Tom made my glasses quickly in store for me and i couldn't be happier and more grateful. read more

I've been going to the SanTan village Vision-works for a little over 3 years now. I have gotten great service each time! It's the only doctors office I don't have to wait forever with a scheduled appointment. The staff is great, especially Judy! Judy was patient with me while I tried on tons of different frames walked from side to side of the store and asked her opinion 405 times.Judy made suggestions and shared her opinion of what frames she thought I would like. Judy made me feel confident and comfortable with the frames I picked out. Hank you for another great experience! read more

Ive gone to this location before do to the optomap they di of your eyes. This is the 2nd time i've had my prescription screwed up when i pick up the glasses, nothing big but blurr. They claim its the prescription the doctor wrote so not sure who is at fault. Now i have to go to another location to be rechecked. read more

While the doctors are awesome... staff is awful. Rude. Ordered incorrect contacts for my son and did nothing to fix their mistake except complain I would not put my mask on over my nose!! I have yet to have any good customer service from anyone besides the doctors!! read more

Rylee was hands down phenomenal. She went above and beyond for my fiancé and I as well as being extremely patient with us! She found us a bunch of glasses to try, sat and explained everything in detail, and was super friendly. If you get a chance to work with her, you won't regret it! read more

I have had numerous problems with this place and I do not recommend. First off, my contacts were not in stock, so they had to be ordered. I was told they would be ready in about a week. I called back in a week and the lady who answered told me that they were not in yet and there was no need to call them, that they would call me as soon as my contacts arrive. A few days later, still no phone call, so I called them again to follow up. The lady told me that they still were not in. I told her that she said the exact same thing to me last time I called, well she decided to actually look at my order this time and turns out they never even ordered them in the first place!! Second off, I purchased expensive contacts from here based on the fact that I was suppose to receive a 100$ rebate. I was given a form and told to fill out the rebate online. I go home to fill out this form and turns out that I was given the incorrect form. I called VisionWorks again to tell them what was going on. The lady apologized and told me I had to come back in and get the correct form. I got the form and filled everything out and sent in my rebate. A few weeks later, I only received a 60$ rebate. I called Bausch & Lomb (the contact company) to see what the issue was and turns out that I STILL was given the wrong form by Visionworks to fill out and mail back in... While all this was going on, I went to go pick up my contacts finally. I take them home and don't need them for a month. When I go to put them in my eyes, I noticed that I couldn't see correctly. I looked at the box and the WRONG prescription was on the box! I called in and let them know what happened and they told me since I opened the box that they could not be exchanged. I ended up going back into the store and the correct contacts were ordered for me. One visit ended up with me having five visits! Regardless, this was my first and LAST time visiting Visionworks. read more

My son had an eye exam here and was told his eye was so bad they couldn't really do anything for it, he was given a prescription for glasses and that was it. I had my son go somewhere else to redo his exam and find out what was wrong with his eye, needless to say he just had a really bad stigmatism. They also had to fix that joke of a prescription he was given because it wasn't even correct! The optometrist here was not only rude but a complete idiot! This place was a waste of time and money. I recommend going somewhere else more reputable. if you can avoid it at all costs please do! read more

We came to this store every year for the last 7 years. We are a family of 4 and usually pick up 4-6 pairs of glasses every year. Some times even more. In other words, we spent a lot of money there. Over the last three years, customer service has taken a turn to the absolute worst. This year was particularly bad. You are simply not welcome there. Nobody shows any interest in assisting you in anything, there was not the slightest attempt in being helpful. The sales rep made choices for us without even telling us that there was a choice. ("I did not tell you because you would not chose that anyway.") As somebody else said, you get the feeling that you are just bothering them. Interestingly, our appointment this year was made without us requesting it. It fit our schedule, so we left it the way it was scheduled. But I found it very curious that the store would make an appointment with us instead of the other way around. We like Dr. Sowash, who is very nice and competent, and will most likely continue to do the exams there. But there is no way I see us using that store again. read more

Dr Bassett is great but what a total rip off! I have vision insurance and with the insurance I ended up paying more for a years worth of contact lenses then I would have just buying them online. The brand of contact lenses I purchased was marked up by double, even with the rebate coupon they gave me I still ended up spending an additional $40 and that was with my insurance! My fault, I should've done my research before purchasing lenses or glasses from them. read more

08/05/20 I purchased a pair of prescription sun glasses and regular glasses. I was very happy with Glenn Bassett OD and Michelle Turner who gave exceptional assistance. Once I received the email my glasses were in, I was instructed to call and make an appointment. I was on hold for a total of 2 1/2 hours after trying several different numbers and went online with no success. I drove to the store and Michelle Turner kindly got me right in to get my glasses. Unfortunately the prescriptions were not correct. I again had to go back to the store. The lady that seemed to be in charge, was rude and unapologetic. She proceeded to tell me the problems I was having were company wide not just their store....as if that makes a difference to me. I was informed I had to make an appointment to be in the store. I could not get an appointment until 2 days later to talk to someone to resolve THEIR mistake. I have paid for 2 pairs of glasses I can't use. I was not treated with respect.....no empathy or apology. I was made to feel I was a bother!!! read more

I took my son to vision works to get his glasses tightened since they kept falling off his face. We walked in at 550 pm and the worker told me the store closes in 5 min at 6 pm. She still had 10 min not 5. She told me it was appointment only. I said so you can't take 2 min to tighten his glasses like the last lady did? She told me no in a very rude tone. She told me to make an appointment for a glasses adjustment. I explained we were leaving town in the morning on vacation and couldn't do it. Again she rudely stated appointments only! It seriously would have taken 2 min. And yes I tried the little tool kit and it doesn't work the same as them adjusting them. read more

I had a 2p.m., appointment which was made two weeks ago. I did all the paperwork on line as requested and arrived at 1:45 p.m. I was told to have a sit by the door after checking in. At 2:15 finally someone approached me with a clip board and asked a bunch of questions about Convic 19, signed off on paperwork and gave him my insurance card. By 2:45, I am still sitting by the door (wearing a face mask as per their request, which I respect), finally was told " you have been so patient, thanks for your patience". Asked about the delay since there were only about three customers I was informed that they were trying to confirm by insurance ( information which was supplied two weeks earlier). By 3:15 I got up and walked to the back and again questioned the delay, again told we are trying to confirm your insurance and your insurance company can't find you! I asked "don't you confirm insurance information prior to appointments?" At that point I requested my card back and left!! Considering I supplied all my insurance information two weeks before, I arrived 15 minutes early, about only three customers in the entire store the amount of time I waited was unacceptable!!!!!! I accept the wearing of the mask while in your store, the fact that I had to sit by the door and feel like I was in "time out" for over an hour is completely unacceptable!!!!! read more

I truly enjoy going to visionworks in Santan, I have been going there for years and they always go above and beyond for me. Courtney and James are amazing and very professional. They are always so eager to help and easy to talk to making the wait time and experience much better! read more

Glenn Bassett O.D is the best. Im so glad he started working here. I have been using Visonworks for over 7 years and it's only been FIVE STARS since he joined. Plus they brought in new sales people that actually know what they are doing. read more

I went here for an eye exam a few times and REALLY love the doctor. I recently called to make an appointment for my yearly exam but wanted to discuss some issues that I was having with one of my eye. The representative that answered the phone was so rude and confusing it is made me not even want to come or make an appointment. I really wish they had a better staff because I really like the doctor but I cannot deal with the staff there, they're just too rude in my opinion. read more

This is the second Visionworks I have been too and needless to say I'm disappointed. There's is a lot of staff blaming and it's extremely uncomfortable. I wish I didn't already pay for the exam otherwise I wouldn't walked out. read more

Fast, no nonsense, service. Most of their staff was extremely pleasant. I was second in line to check out back in the Dr office area. A person came back from front and pulled me out to make it go faster. Initiative to help customers, and all with a smile. Will be back. read more

Great service and awesome Dr. everyone there was nice, courteous and none pushy to try to make a sale. Unfortunately, they don't accept my insurance, but if they accept yours, you should definitely pay them a visit. read more

Horrible customer service. I called and spoke with Judy who was able to help with my initial questions. I set up a day to come into the store to work with her and when I arrived she had left early that day. I spoke with the first gentleman stating she had put the frames aside for me and after about 30 seconds of looking around he said he didn't know where she put them but that he was very busy and I would have to wait for him to finish up with who he was working with for him to help me. I then spoke with another gentleman who had just finished up with a patient and he gave me the same answer of "I don't know where she put the frames, you'll have to ask her" like I had her personal phone number or something! So I explained to him what I was looking for and in the middle of me telling him what I wanted he said "excuse me, I'm going to help this lady over here who has been waiting for awhile", gesturing to a lady that had JUST walked into the store! So I stood there feeling unwanted for a couple of minutes before I decided to just leave and call the next day when Judy was working. I called the next day and the lady I spoke with said she was with a patient but that she would give her my information and she would call me as soon as she finished up. I waited 2 hours, called back, and spoke with a gentleman who explained that they were very busy and she would be returning my call before she left at 5. I waited for her call the rest of the day only to be ignored AGAIN and never received a call back. All I wanted to do was purchase the frame that Judy had set aside for me, that was it. But nobody showed any sort of interest in helping me and I will be taking my business elsewhere. This store had the worst customer service I have ever experienced and I am so frustrated with the way I was treated. read more

Dr Basset was very nice, did a great job of listening and explaining everything. Office was quick. Would definitely go back

I had a very good experience here. I had a problem with other places saying they could take my insurance and then not being able to process it. I did not have an exam here, but brought my prescription in for new glasses. Jordan was so helpful, professional and kind. He had no problem in processing the insurance. The glasses came in a timely manner and James helped me with that process. Everyone here was great and made me forget the problems that I had at other places. read more

I got my yearly exam here and loved Dr Bassett. The people who helped me with my glasses were very sincere about how I looked and the cost of the frames, since I was using my insurance. Thanks for all the help. read more

We do all of our eye exams here. The eye doctor is very wonderful and helpful!! Did have some issues with getting trial contacts for my son. The eyewear selection is old and outdated. But for an exam - five stars! read more

Don't waste your on this place. The staff members are unfriendly and only caters to certain group of people. If you are a person of color, forget it, you will not have a professional treatment and will tell you directly to go to other places to get glasses. Not a pleasant environment to be in if you are not Caucasian. Go somewhere else where you'll be treated with respect. read more