I've been wearing glasses since I was 11. I choose places with nice frames that suit me. Visionworks has been my go-to for years now. I love the fact that they have locations everywhere. I can make eye exams online somewhere else if the one closest to me is not available. Today's visit with Dr. Samji was quick and efficient. Her team from check-in, to pressure test, was all very efficient too. My highlight was Jaime, who had an eccentric look, but friendliest nature. He was courteous in offering to look at my insurance info and reviewed the insurance package I'd purchased a year ago. He carefully fitted my new frames, and made sure I can pick them up at the store closest to me. I appreciate personable interactions when I go to stores because the age of AI and the decline of good old customer service is a sad reality. There was a lady sticking new frames, which was exciting too. I truly enjoyed my visit to this store, I hope others do too. read more

I went in person to make an appointment, the woman who helped me took all my information in including my insurance (both Medicare and mass health insurance cards was told they only take Medicare and there would be a $20 co-pay). Showed up to my appointment last night with a different staff they were, The doctor was extremely nice. But when it was time for me to do my lenses. (I brought my own pair of glasses to put lenses in.) I was told that they only take Medicare for the appointment and not for the lenses themselves nor mass health. Which was never stated while I was making the appointment considering I asked numerous of times while making the appointment in person that I would've been told this information before, along with being checked in going over my information for my appointment and not being told then. The person that helped me at the end of my appointment told me that I should've seen it or I should've looked on the website to see if my insurance was fully covered but if you go in person to make an appointment, how would you see it on the website? The staff should be better, educated on what insurances they fully take and fully do not take . read more

Omg! Tia is so sweet and patient with everyone. She checked me in and was wonderful. She then takes you back to do your initial tests. The great thing is they have a new option so they don't have to dilate your eyes (yes it costs a bit more but it's worth not having blurry vision for hours). The doctor was very nice and efficient, and then the optician was super helpful! I highly recommend this place. Well run. read more

I would give Malden Visionworks a 0, if that was an option. First, it is virtually impossible to speak with a live person regardless of the option chosen. Secondly, I was told my glasses would be ready in 7-10 days. I am now being told by the ridiculous robot voice that they will not be ready for 3 weeks! Please look elsewhere before purchasing lens & frames from this company. If Visionworks wants to pretend this delay is 'Covid related', then they should be honest with their customers instead of using deceptive business practices. read more

It sucks. They canceled my appointment without sending notification email. Finish online form but said did not received. My work place has no signal and did not receive so called voicemail. Don't waste your time here.the service is so bad. Don't risk your eyes. read more

The people are nice but there is no way that obtaining contacts should be a month and a half long ordeal before you even get the opportunity to order. read more

The location is convenient with flexible hours. They have nice collection with wide range of prices that fit everyone. Caysie was highly professional and informative. She helped me find the perfect fit for my face. They offer one month free return/exchange. Highly recommend and definitely come back again. read more

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Had my regular appointment needing to be scheduled for my eye exam and new glasses. Couldn't get through to them on the phone so I came in in person. I scheduled An appointment someone had canceled on. Watch them put it into their computers and left. Week and a half later show up for my appointment to be told I am not being found in the system. I have been getting glasses here since I was 16 years old and now I'm 24. I told them if I was not in the computer and did not have an appointment for that day I would be taking my business elsewhere. I buy two pairs glasses and a year supply of contact lenses every year from here. I was told there was nothing they could do so I left. After being a client here for so many years and a miscommunication happening like that I would not recommend coming here this place doesn't have their shit together anymore and is extremely disappointing. read more

For this to be a corporation and the level of service I received picking up a order is ridiculous. The lady literally had a attitude from the time I walked into the establishment she threw her tablet down, could tell she did not want to help me understandable of the time frame 4min before closing but EVERY CUSTOMER SHOULD BE TREATED THE SAME. Will never go back to this location EVER read more

Recently went to this Visionworks location. My first visit with Caysie was fantastic. She was extremely helpful and pleasant. I returned the following day to purchase the glasses I had on hold and had the unfortunate experience of having Crystal Bona assist me. She wasn't helpful, wasn't paying attention to what I was telling her and somewhat short with me. After I finished my order she just got up and left and left me at the desk not knowing if we were finished or not. Zero people skills on her part. I'd give 1* but I like my glasses and Caysie was really nice. One last thing I just remembered. I wanted transition lenses and I inquired with Crystal about the transition lenses that adapt behind the windshield, which my other glasses do, and she said "transition lenses don't do that." I just looked at their website and they're labeled as Transitions® XTRActive® "Extra dark outdoors to protect from brightest sun, even in the hottest conditions Hint of tint indoors helps protect from harsh indoor lighting Darkens behind the windshield of a car." Thanks for nothing Crystal. read more

OK, I haven't even made it inside the door yet. But, the online booking is a total nightmare. The expert system couldn't hear any of my answers and, after about 8 1/2 minutes pointless "conversation" put me thru to an actual person. So, 10 minutes into this farrago, I get given an appointment, great, but where? "Your local Visionworks" but there are none in my town and 3 in neighboring towns... "It's in the text" but it isn't. The link then? Totally uninformative. On hold with their main number. I gave up after 17 minutes... I guess if their scheduling is this stupid I'll get my eye test somewhere not run by idiots... read more

Extremely rude. Glad I switched to Lenscrafters. 5 star service over there compared to this pit.

I never write negative reviews, but had such a terrible experience at this Visionworks. I previously went to the Visionworks on State St. in Boston, which closed recently and deleted all of my records. I had an eye exam at Visionworks Town Line Plaza, was given trial lenses and was told I only had to call back if I was not satisfied with the trials. When I went to order new contacts, I was told that my prescription was never finalized because I did not call about the trials, and that I would need to come back in for another eye exam and pay $155 out of pocket. The receptionist was incredibly rude and unhelpful. It was a terrible experience start to finish and I would not recommend this Visionworks to anyone. read more

I have recently ran out of contacts and wanted to buy news ones. Knowing that it has been almost a year since I got an eye exam for getting contacts and haven't bought any in years, i figured let me call and buy some from there store now before my prescription expires. The receptionist looked up my information and told me since I did not go in for a follow up visit a week later, the prescription was never finalized and therefore I have no prescription. Since I have never been asked to have a follow up visit before I figured that this was a visit to talk about my like and dislike of the sample contacts they gave me....which i felt like i didn't need...I just left the store not thinking twice about it. no one told me that it was a mandatory visit! I don't even think they scheduled another visit for me! I paid $60 for nothing, WHAT A SCAM! So i just went online and bought my contacts with an old prescription. Not only did they lose close to $200, but they also lost a customer. Lastly, when I did go a year ago to get glasses they were very helpful assisting me on which ones look best. So I would like to give them a 5 star on their customer services. But -1 star on their policies and communication regarding contact info. read more

Less than this, rude customer service and I'm pretty sure they are racist. They were giving my sister and I looks and we are Asian Americans, they acted as if we were poor and was rude to us until they found out we were customers. Then they suddenly became friendly? They were not busy and just disrespectful white ladies who stare at you and judge you from your appearance. They said my mother threw a bitch fit when she spoke quite calmly to them on the phone and one of the ladies tried it when my sister and I came in the store again. read more

I have to say the woman at the front desk the heavyset one with the the dark hair is extremely rude she should not be in that position at all. My glasses are ready for pick up today and when I go there if she is rude to me I'm going to put her in her place I paid over $600 for glasses and I'm not going be disrespected again. Terrible customer service!! read more

I came in to look for glasses and had a wonderful experience. The staff was welcoming and helpful. Jaime especially was fantastic, providing friendly, helpful and thoughtful assistance. The selection of glasses was great, as well. Would definitely recommend! read more

This is our second year going to Visionworks. We are completely satisfied. My first visit, I witnessed a grandmother bringing in her granddaughter who had broken glasses. She could not afford to get a new pair and was hoping they could be fixed. The technician didn't just fix them, she helped the girl find a pair to fit her lenses. She spent about 1/2 with her and that child walked out with new frames (old lenses) - with no charge. Such an act of kindness and empathy. Personally, they do a great job. Yes, they are busy - but they really do what is best for the customer. read more

I've been coming here for years and I'll say that the customer service has always been mediocre. When I recently went for a visit, there was a super nice lady who helped me but I believe she has left that place now. The optometrists aren't always the most pleasant and sometimes slightly dismissive. However, my dental insurance is covered by this place and it gets the job done. I've asked about my contact lens and inquired about how they're not feeling too well. The optometrist had me try on the same pair and said a few words with no changes to the lens. She ended up charging me for a contact lens fitting despite trying on the exact same contact lens. I felt cheated out of money but this was a while ago. I'll be swinging by for a contact lens examination later this month. Hope it all goes well! read more

The staff were sooooo rude!!!! On both times I came here with my younger sister. The second time I came here so we can troubleshoot if we would be able to find glasses here since we already did the exam at the location. The manager kept throwing micro aggressions my way. Simply because I kindly refused help with the glasses because she kept pushing the clearance items on us ( like okay, so because we're black you automatically assume we want the cheapest thing? ) strike 1. After we chose our pair of glasses we put them in a box as instructed and waited to be helped. All the other staff members kept giving us disapproving looks as if we spat in their face! Mind you, both times we came in we were VERY POLITE! So I dont understand where the microaggressions were coming from. Even the other customers felt it and were starting to pay attention ( I dont know why I didnt grab my little sister and leave at that very moment, smh! ). When the manager sat us down to process the price. She refused to acknoledge me, kept her eyes strictly on my sister and talked to her as if she was the one paying and understood everything she was saying ( TALK ABOUT RUDE! ), I think her name is Sandra or something. The staff again was no better. They stood at the counter and just gave us scornful looks like we were dogs, like wth we did not STEAL anything! will never patron this store again. EVER!!!!!!!!!!!!!!!! I WOULD GIVE 0 STARS IF I COULD. read more

I have to disagree with the negative comments. I've been going to Visionworks since it was originally known as Cambridge eye doctors. I always got waited in a timely manner. They also take my vision insurance which is an added feature. read more

I had my eyes examined & I got my contacts exam as well . The reason I did not get my glasses there is because when I went for my eye exam a man named Daniel approached me like a used car salesman. He was pressuring me to make my decision, he tried to continuously steer me away from lesser priced frames, even though I explained I was on a tight budget. I was there for the 2 pair of progressive for $89. Even when I found a pair I liked.. he asked me if I liked looking like I was back in the 70's. At this point I had enough of him & said I would have to come back. He seemed very aggravated with me & tried to pin me to a specific day I would be back. I went back to get my contact exam finalized ,.luckily he was busy but caught my eye & said he would be right with me. I picked up my trial contacts & left before he finished with his customer. I never went back for glasses &I walk around with my prescription in my bag in case I find a another place to buy glasses because I would not go back there ,sad because I was a patient there & always got the vip treatment with the manager there Debbie &when I asked for her I was told she no longer worked there . My whole family went there with her &was always very happy Janet O, Malden read more

My husband and I went to this visionworks 2 weekends ago. The service was great at the time. Everyone there was nice and helpful, and the optometrist was knowledgeable and friendly. That's the only reason I'm giving 3 stars. When he returned to pick up his glasses this week, there was a shortish round/overweight woman with dark hair who was quite rude. She gave him attitude about picking up his glasses. He nicely asked another blondish woman working with her when they would be ready as he was on a time crunch and had to get back to work. That woman was nice about it but the round one with dark hair said to another employee in an earshot, "let me help him so I can get him out of here" in a sour tone. When she gave him his glasses, she said, "enjoy your lunch break" in a sarcastic tone. Such horrible customer service. Especially when one is spending so much at your business on glasses, the very least that is expected is courtesy and respect for the customer. The company should really carry out whatever the professional process is for corrective action because that behavior towards customers is not okay. read more

Vision works is very well kept up. The staff is very nice and they helped me find everything I was looking for. Not as single complaint that I could think of and I would be going back again. read more

I've called for replacement glasses twice. Each time the phone operator has been condescending about the experience, prompting me to finally look into places other than Visionworks so I can just avoid the difficulty. Their eye practice is fine, but they don't seem that interested in my being able to see. read more

This place is such a scam. After my initial eye exam, they made me come back in for a bullshit "contact fitting," despite the fact that it was neither a new prescription nor a new brand of contacts. I've been wearing contacts for 17 years and have never had to do a "fitting" with my previous doctor. Of course, they didn't tell me until after that the second appointment wasn't covered by my insurance and that I owed them $60. They then tried to get me to come back a THIRD time for a follow-up but at that point, I refused. I also wasn't very impressed with the doctor, Dr. Bertoli. He kept me waiting a while, spent very little time with me and was quite brusque. He seems competent, I guess, just doesn't seem to care that much about his patients. Overall, I was disappointed with the experience. Suffice to say, I won't be going back. read more

I've ordered contacts here twice, two separate occasions, and they've come in with completely incorrect prescription both times. And the customer service is awful. A lady with dark hair was incredibly rude, I can't remember her name but she's been working there for at least a few years. Need to train your staff better. read more

I have to disagree with the negative reviews i see here. I have been going here for years, and have always been treated very well. I think the upfront staff, although sometimes very busy, always takes good care of me. The main reason I keep returning to this site, is because I have found the best optometrist, who I have ever dealt with, Dr Leonard Bertoli. I am 63 years old and began wearing glasses at age 10, and contacts at age 12, so I think I know a thing or two. If you appreciate having an eye doctor, who never seems like he is trying to rush you and one who listens very attentively, then I suggest you try Dr. Bertoli. He will not be happy, until you are happy, with how you vision has been corrected. I have had eye doctors, who feel they know better than YOU, how YOU are seeing. Acting as if it would be a personal affront, should they have to change their original prescription. Dr. Bertoli is not arrogant like that. He will listen and try a differnt approach, if needed. To make sure you find the exact prescription, which is best for your particular vision needs. If your eye care professional has left you frustrated, try Dr. Bertoli. A real Pro. read more

My first time at Visionworks and I was impressed with how attentive the staff were. It was busy and they were polite and greeted us along with everyone who came in. Heather helped us and she was very knowledgable, helpful, polite and at the same time was making sure that everyone was greeted and informed about the time frame. They were juggling the customers and doing a very good job. We will be going back. read more

I have been to this place before for a Contact Lens exam. It was quick and easy because I have been wearing contact lenses for years. I work in Optometry myself, booking appointments and such, so I know the routine. I've read alot of negative reviews on here mostly about contact lenses/exams and I don't think people get it, only because I deal with the same issues where I work. It's simple, you have to update your prescription every year and pay your exam fees. If you don't, you cannot order contact lenses. Also, if you are sent home with trial lenses, it's clearly a TRIAL. Meaning, you must call back or show up for your follow up appointment to finalize the prescription...the people in the office nor the Doctor are mind readers. Anyways...I recently went back to grab some glasses to take advantage of buy one get one free sale. I was greeted when I walked in. Amaliena was training as an optician (I believe) and she was really helpful in making me feel comfortable picking out glasses that suited me. Once again, quick and easy. I was greeted when I walked in and since others were being helped I looked around. When I was done scanning the place, Amaliena seen I needed help and came over to assist me. She helped me find glasses and I am pleased. Just need to wait now for them to come in. read more

Very unprofessional. Had frames in my hand ready to buy and was asked to take a seat at a desk and someone would be over to assist me. Waited 20 min and was completely ignored. There were 6-7 workers in the store and 3 were huddled over one computer not helping any customers. It was not at all busy in the store when I was there. I put down the frames and walked out. Never again. I went to the Saugus store and was helped immediately. Awesome customer service there. Highly recommend. read more

I recently had an eye exam and purchased contacts and two pair of glasses from this store. I went in today to purchase additional lenses and the store couldn't find my records and told me that i must have seen another doctor as they didn't have my information. They told me that i was never perscribed lenses, then they told me that i would have to pay full price to have another exam so they could write me a perscription for lenses however they were booked for atleast 6 months. The general manager Debra Sica needs to train the staff on how to accurately keep patient records and how to treat customers. I have moved my business to a competitor wile using the perscription that vision works wrote for me six month prior. This store sucks! read more

I've been here multiple times for the past four years for routine eye exams and one contact lens fitting. It has never been an out of this world experience for me, but when I was in college the lack luster customer service did not really bug me for I was only really there to get a prescription to use at another place to buy my eyeglasses. Today I went in for an eye exam so I had an up to date prescription to use to buy my contacts online. I purchase my contacts from a third party website called contactsdirect.com. It's way easier and makes it so I do not have to jump through so many hoops/attend two separate appointments to get them. I'm 22 years old and work 50 hours a week so I don't have time to go in there twice in two weeks. My appointment was for 10:00am. I arrived promptly so, and was told that the doctor was running late but would be in in 40 mins or so. I suppose I didn't really have a choice but to reschedule for 11:30a. The manager offered to buy me breakfast and from a customer service stand point was a very nice gesture but I politely declined. When I went back in the appointment went smoothly and then when it was time to pay I was charged $100.00. This didn't seem correct to me. I had never paid anymore than my $25 dollar copay and was confused but figured I would pay it now and go back over my SuperiorVision plan later on when I got home with my mother. It might have been for the contacts fitting. Whatever. When I got home I found that I was overcharged. After going over my coverage I gave them a call back. The receptionist told me that because I had a specialty contact fit (I have a stigmatism so I have no choice but to opt for Toric lenses) the fitting isn't covered by my insurance. I hung up and called SuperiorVision. It's an awesome vision plan and I went over the invoice with the representative. He did confirm about the Toric lenses but said that the charges didn't exactly add up even though I did have Toric. According to the him, I should have been charged $75. I gave him Visionworks' phone number and he said he would call back in 30 minutes. 30 minutes later he gave me a call back and told me that they said that, "Their computer calculates it for us and we do not issue refunds." He then told me that it was wrong on their part to go against what is stated in my vision plan and that they owed me $25. The manager said that they would put in a note that I could use the $25 they owed me towards any in house purchase. FIRST OF ALL, I do not buy my glasses from eyewear providers. They are OVERPRICED and LOW QUALITY. I find that buying my glasses from eyebuydirect.com is a lot more economical and they are GREAT glasses. I also do not buy my contacts from them either. My insurance covers a hefty amount for my contacts and they are cheaper if I choose to order them from a third party website, like contactsdirect.com. Not only am I out $25, but I am VERY disappointed with how they went about solving the problem. DO NOT GO HERE. Save your time/effort/money and find another place to get a routine eye exam. read more

Had a really bad experience...Let me start by saying that I have really good, 2 levels of insurance. First, they tried to overcharge me, even after I showed them in writing how much what I got should cost. Once they realized they couldn't gouge me and that I would not be paying 10 times what they wanted me to, they jerked me around by taking twice as long as they told me it would take. I can't prove this, but I am pretty sure they then put my prescription into the wrong frames just to jerk me around some more. When I went back (for the 4th time including original appointment) they treated like some kind of free loader, again, because I have really good insurance, and wasn't required to pay much out of pocket. When I finally got the correct frames into the lenses, I voiced my frustration that the quality was lackluster, and the guy said to me, point blank,"well you didn't want to pay any money" . At that point, I had had enough, I told him that he was a jerk, and that this place a pile of dung. Because, I didn't give them 3-500$, I didn't deserve a decent pair of glasses? The glasses are horrible. I went somewhere else and got it done right. Out of pocket. The money was never the issue for me. It just really rubbed me the wrong way, that it was the ONLY issue to them. read more