I went back and ordered a new pair of glasses since my purchase 2 months ago. Ken B. And Robin M. Once again helped me with the choices for the frame and lens's options. They validated my 5-star review I gave them before. Kudos to them. read more

they have gone down the hill big time. About 2 months ago got prescription glassses for 4 family members. The quality of frames have gone down. We bought high end frames still every thing is falling apart. The polycarbonate glasses are falling off on their own for everyone, not once but it is happening repeatedly, tired of visiting the store multiple times to get it fixed. We are now stopping to use their store any further read more

A few weeks ago, I had an eye exam at this Visionworks location. I need to first acknowledge the professionalism of the Eye Doctor here. He was thorough in his examination and provided enough time for my questions. The issue with this visit involves the front-line customer service representative who checked me into my visit. Upon entering the store early morning, a women checked me in and instructed to me initialize numerous forms on this computerized tablet. She rushed this process so fast. There was no time to actually "read" what was on these screens. If I asked a question, she rushed me further to initialize each form. Looking back at this experience I should have just walked out of this store or asked her to explain the forms further, but I needed my eyes examined. For future and existing customers to this store: my advice is to ask any question you may have, even if you feel rushed. read more

I was horrible and they had no good selections of glasses like ray ban and nike only no bran's ones and worst of all the workers kept yelling read more

I have been going to this place for years and never had any problems until this year. The hours stated till 7pm. I drop 45 minutes and got there at 5:45 so my son could get a new set of frames. The blond lady asked what I needed as soon as I walked through the door and when I told her what we were looking for she said "well that is too back cause we are about to close and we don't have time to do this now" I said "he knows exactly which ones he wants and it says that you are open till 7 as well as the fact that we drove 45 minutes to get here. Can't you stay for an extra 5 minutes to which I was told no she could not stay. These employees made my son and I feel like dirt when we went in there and I will never go back again nor will I ever recommend anyone else to. What horrible customer service and completely disrespectful/rude staff. read more

I truly hate leaving negative reviews but I must. The single most frustrating experience for my family. I've called Customer Care twice to contact a human that doesn't work at this store. Please reach out to me for feedback so I can let corporate HQ understand what happened to us as customers if you want feedback to help make your brand better. Thanks and we have spent thousands of our hard earned dollars buying glasses and products from you. read more

Normally I don't leave reviews for anything but this was super frustrating and want to save someone from enduring the same situation. I booked an eye exam in June and since my eye insurance isn't common, the staff were unable to track down the information they needed so I cancelled the appointment. I then proceeded to book another appointment for July as we thought we had tracked down what they needed. Turns out no matter how much information I gave them, it wasn't what they wanted. We went back and forth on the phone numerous times, me trying to find out exactly what they wanted and then calling back with what information I could get and each time being told that wasn't what they needed. Never once did they suggest maybe they try to call the insurance directly so they could ask for what they wanted. ( Interestingly enough,I've been to the Millbury location before and spent thousands of dollars but never had an issue with how I was treated when I had a major insurance provider.) The staff spoke to me as if helping at all was a bother to them and their tone sounded annoyed at the thought of trying to be helpful. With all that said, I again cancelled my appointment and I won't be returning here. Save yourself the headache and go somewhere that has professional staff who will treat you with respect. read more

Scheduled an appointment and when they called for my information and I asked if they took my insurance they said they should. Then the day of my appointment I put them in my GPS which took me to the completely wrong location (their location in iMaps is wrong and will take you to a Target). I tried to call to ask for directions and despite calling a local number got their nationwide robot automated help line that just kept me on hold. When I finally arrived 10 minutes late they hesitated to take me, then upon checking my paperwork which I submitted beforehand informed me that my insurance wasn't taken. I would've liked if they had told me this when I asked the first time I called, they need to update their location, and they should connect you directly to the store if you call them. read more

Very happy I came here today! Moved to the area a few months ago and needed a new eye doctor. Immediately greeted when I came in, filled out my paperwork - most was already completed from calling and making the appointment. Met with Dr Hartwell - he was efficient, polite and had me finished quickly. Very happy with the service here all around. read more

I went with my aunt to get her glasses. The people at the front desk just stare at you like they're confused why you could be there when you walk in. We went up and said she has an appt and we need glasses. Immediately it was like they were bothered by our prescience. After the eye appt which went well. A woman was "helping" us but did not suggest anything and said she would be waiting. We picked out about three or four possible pairs and after settling on those she told us none of them would work as they are too big for her face. We have already been there for an hour and a half so this was disappointing but we kept at it. She told us what to look for and again left us alone. We scour through all their glasses trying to find small frames which are basically non-existent. Generally I would understand if it was very busy not being right on top of people while they shop but it was us and about two other people in the store. There were about four staff people on at that time. Our person still could not be bothered to help us or give us advice. We finally find frames get fitted and leave. This is about 3ish hours later. When we return a few weeks later to pick up the glasses the same woman helps us with no recollection of who we are or why we are there. Worst customer service I have ever experienced and I will never be back. read more

I booked an appointment for my daughter for while she is home on Thanksgiving break. Received an email a week before her appointment to confirm, and I responded to that email to confirm. Today, the day before the appointment, I received an email that her appointment had been cancelled because she left several voicemails (the week of a holiday) and they had not been returned so EVEN THOUGH I ALREADY CONFIRMED they didn't have all the info that they needed and so they cancelled her appointment and already gave it to someone else. No apology. Blaming me for not confirming enough times because they don't have her new insurance info on file, even though she is a return client and her appointment isn't until tomorrow. read more

I just switched to them from a previous eye doctor who I was not fond of. Dr. Hartwell is phenomenal and some of his staff is really great. Some of them are nicer than others - I get it. We're in a pandemic, and customer service isn't fun. However the woman who helped me today (I wish I got her name - medium blonde hair, glasses) was super kind and helpful. She went out of her way to help me and didn't have to - Really appreciated that. Thanks again! read more

I set my appointment over a month ago, and two weeks out received an email asking me to confirm an entirely different date and time than initially agreed upon. While a quick call resolved this, I should have seen this as a sign of things to come. I had received several calls regarding my insurance, and I appreciate the staff wanting to clear up my coverage beforehand, but the staff person on the phone seemed frustrated and even angry at me for having an apparently? unusual provider? This, again, should have been a red flag, as I have been to several VisionWorks in the last few years, and have had none of these issues. I arrived at my appointment well in advanced, and was fine with waiting. The front desk staff left me to my own, and the dr was efficient and explained things well. After my exam, I discovered that I didn't like any of the available frames at all, and preferred to just update the lenses in my current pair. This is something I have had done several times at VisionWorks--I even updated three old sets of frames last year, and the VisionWorks i went to was happy to take my (out of pocket) money, and update my glasses. This location, though, seemed outright offended when I asked. They encouraged me to just use my insurances' frame allowance (and get frames that I didn't like) and use the glasses i currently owned and DO like as "backups". They continued to try and convince me to do this, and began to hem and haw about how they would even do just an update on the lenses. I then asked to just be rung up for my exam copay and left. I feel like the staff were so focused on getting a sale from the frames, that in pushing that over my actual wanting to buy new lenses, they missed out on getting a sale (aside from my exam) at all. I will not be returning to this location in the future. read more

The desk staff was very friendly and helpful. I was surprised at how fast they were able to book me an appointment, I called right when they open and was in 2 1/2 hours later. Which is why I'm giving this place 2 stars, however the doctor they have is an idiot. I don't know if they have multiple doctors but the one I'm refering to is an upper middle aged balding man, who as I recal had a bit of an accent, which I know describes most ophthalmologists. I've worn glasses and contacts for years so I've had my fair share of eye exams. This was by far the shortest. He never changed the screen with the rows of letters on it, he asked me once to read it and that was all. He never used the device they put in front of your eyes to test out different lenses and ask you which is clearer. He tried to tell me that my astigmatism was in the opposite eye that every other doctor I've been to has said it was in; he even argued with me that every other doctor I've been to must be wrong. So after going in because I was having difficulty seeing out of my glasses, which I told him, he determined that my perscription had not changed. Then when I went to get my contact perscription I told him that it was -2.5 in the left (the eye that actually has astigmatism) and -2 on the right. He then proceeded to lower my contact perscription even though I told him I had difficulty seeing out of the higher perscription that I was already wearing. He argued that it was overkill. When I tried on the lower perscription, as expected my vision was blurry. I informed him of this and he provided me with my old perscription which was still a little fuzzy but I was so defeated at that point I didn't care, I just wanted to get out of there. So now I have to wait another year to correct my vision because the doctor at Visionworks is incompetent. read more

Horrible. I've been here twice in the past for exams and glasses, went well but last time was two years ago. My wife made an appt a couple months back for an exam and when she got there they told her appt was cancelled. I talked her into trying again for both of us. Got there at 9:25 for a 9:30 appt. Filling out required form, was told that my appt was 9:20 and he would speak to the doctor to see if they could still me as it was now 9:30 (forms). Walked out, never to return. Talk about customer service.... read more

This place is completely disorganized!!! They restarted our order 3 times bc different people worked on it without communicating. They lost papers and contradicted themselves on what documents and Information was needed for my mom's glasses. We waited an hour to get through our order. read more

I went to the new Shrewsbury location to purchase a new pair frames and lenses. I was helped by Tanya Wright who was absolutely amazing. She picked out a couple pairs of frames which they all looked great. Her professionalism and knowledge was outstanding. I was comfortable and did make a purchase. I will be back and hopefully she will be there to help. Usually buying glasses is just an annoying experience and this was the opposite. Thank you Tanya. read more

Disrespectful, sums it up. I've been loyal to this place for far to long. Constantly dropping the ball and great at pulling the wool over your eyes. Do yourself a favor, avoid this place and find an alternative. You can thank me later. read more

Worst customer service. Walked In to look at lenses. Facility was nowhere near capacity and I was spoken to very rude. I've been going here for years and I will not be back. Tanya, would not recommend seeing her again. read more

I went to the Visionworks in Millbury. What a great experience for myself and family. The store is clean (could use more seating for when they get busy). We liked how bright it was and mainly how staff and the optometrist were so friendly. They greeted us upon arrival and the optometrist was friendly, efficient, abd did his best to make you feel comfortable. He's great with kids! When I needed to pick up out a pair I chose sunglasses w a prescription. Staff stayed with me to help me pick out the glasses and I told her I needed help as I would be indecisive. She was more than willing to tell me what she thought looked good in my face and I went with a pair of raybans. Super nice staff. They also helped my daughter pick out glasses and reminded her she should go with a pair she's comfy with. She did. Thank you, and I would refer all friends and family here. read more

DO NOT GO HERE!!!! I admit I read a lot of bad reviews before I went and the ONLY reason I went was because I got 40% off the exam and a pair of glasses through my health insurance but only if I used Vision Works. I should have listened to the reviews I read on other sites. First off they over book so they can see as many patients in one day as they can so you show up on time and are kept waiting 45 minutes to an hour because of that! Secondly they only had one doctor working which explains the long waiting time and he was the most miserable disinterested person I ever met. Didn't really listen nor care what your vision problems were - just stick your face in this contraption and lets try different lenses on you .....I tried to explain that the contacts he gave me prevented me from seeing my face up close in a mirror so I had trouble putting make up on. His reply..... "well I don't care about your make up as long as you can see at a distance and read things up close....." Well guess what Doc I CARE! And for the money I was dishing out you NEED to care too!!! And finally I've had my glasses literally two months and THEY FELL APART WHILE I WAS WEARING THEM! I WAS DRIVING AND THEY FELL OFF MY FACE WHEN THE SCREW HOLDING THE SIDE PART JUST POPPED OUT!!! I could have had an accident thank god I did not - but this place is very poorly run, they clearly use very poor materials in their glasses they are not considerate of their customers feelings or needs they are only in it for profit and they get the profit because some insurance companies entice you to use them with seemingly good discounts. Don't fall for it. Avoid this place. read more

Updating my review, the glasses are good. The wait time for the initial consultation was bad, but overall the experience wasn't worth my initial one star review. We should have just walked out on our first visit, and come back when they were less crowded. read more

I came here today (Columbus Day) to see the optometrist after having had something stuck in my eye from the previous day. We were frantically searching for a place that'd be open, and they were able to give me an appointment very quickly despite never having been there before. I had a fantastic experience with each of the three people I encountered during my visit, especially the friendly receptionist. She went above and beyond for me both over the phone and during my visit, despite the place being somewhat busy due to the holiday weekend. I'm not sure what the receptionist's name was but I was very pleased with her customer service skills and have already recommended the place to my family members (and we'll likely be coming back here as well for vision tests/glasses etc.). read more

Generally a good experience with my eye exams and follow-ups. As far as the actual glasses/sunglasses that they offer, they are sold at a ridiculous high mark up, majority of that cost being the lenses, they practically give the frames away for free. For a particular pair of sunglasses I was interested in, they were charging more than triple the cost that was advertised directly on the manufacturer website. read more

decided to try the millbury,ma location because its closer to my house. The staff like to make the customer feel stupid! they are so disorganized and lack help. The doctor totally screwed up my prescription, gave me someone elses!! Then when i called them back they said they would do another exam but never bothered to return the call back to me. Dont bother with this locale. If you live in the worcester area make the trip to atchue opticians, they have been around forever have knowledgeable staff and are pleasant to deal with, They stand by there services. read more

Awful customer service. Very impatient at front desk when I didn't understand what she was saying about the insurance, because she was not taking the time to even begin to explain it clearly. Never asked if I wanted to use FSA , never said I'm sorry, please come back when the insurance issue is resolved. These people do not belong in business with the way they treat paying customers who are about to spend $200 + in their store. read more

First off I would give this place 0 stars if I could. In December 2017 I went into this location because I was due for an exam. I just moved to the area and this was the closest place that accepted my insurance. I have to say that the doctor is very nice and I do feel like the doctor gave me a great exam. The store is a whole different story. The woman at the store front are rude and completely unprofessional. I had the same eye doctor for years and never once was I charged extra to get fitted for my contacts. Never. I actually never even brought my wallet into the appointment because my husband's employer has great insurance. I usually only paid for the glasses which were nothing. Well visionworks charges $85 for a contact exam. Understanding that I was unhappy about this, and because my plan would cover a pair of hard contact lenses for free the doctor ordered the contacts but explained that they maybe uncomfortable, but I agreed to try it. The doctor stated that if I wasn't happy with them to call and we would figure it out. I wasn't trying to get something for free, but I wasn't told about the $85 fee when I called for an appointment. I tried to wear the new contacts several times. I got headaches and blurred vision. I decided today that I would just pay the $85 for the contact fitting. I called today and was told that I would now have to pay $150 because I now needed a new yearly exam, that was just the starting price because if you have a astigmatism the price is higher. It has only been 9 months since my last exam, but it is their policy that I would have to have a new exam. That doesn't even make sense. I always try to stay away from places like this but my options are limited. For now on I will drive the two hours back to my old doctor. Between the outrageous policies, pricing and rude staff I will never return. read more

I walked in to ask if someon could help me take a contact out. As a new contact user I thought it was stuck above my eyelid. The salesperson said she would ask the doctor to take a look. He came out of his office to the sales floor and when he found out I was not a "regular patient" he rudely and loudly said "absolutely not go to the emergency room if you have a problem". My family has an eyeglass store and would never treat any customer so poorly. #1 being unable to take a contact out does NOT constitute an emergency room visit. Clearly the staff in the reception area are not well versed on eyecare and are only there to sell glasses. Anyone can take a flashlight and locate a lense in someone's eye! Steer clear from this store unless all you need are glasses. I wouldn't trust an optometrist like that with anything much less my eyes. read more

Following my poor review of an experience, which resulted in my leaving the store after an hour with little or no interaction with employees, I was contacted by Debbie at Visionworks. She was extremely apologetic, asked many questions about the situation, and requested that I allow her and her staff the chance to make it right. I returned and was greeted as soon as I entered the store. Salespeople were helpful and I ordered glasses which were ready within 1 1/2 weeks. I was very glad to know that my complaint was taken seriously and Visoinworks was willing to do whatever was necessary to make my experience a positive one. Thank you. read more

Definitely not a good eye glass place. Told me they couldn't fill my prescription for new lenses because I didn't buy my frames from them. Never heard that before and Walmart certainly had no problem filling both my prescription for lenses and contacts after the people at Walmart told me anyone can change lenses. Definitely should have listened to other people when they said this place wasn't good especially for their customer service. Definitely not recommend at least just this one in Millbury. read more

I went to vision works for their BOGO special. After being there for over an hour I ended up buying just one pair of glasses. The associate I worked with was very nice but she just couldn't explain to me the breakdown in the cost for BOGO and why I was paying for the 2nd pair. After my poor review I did get a call from the manager, Deb and she asked me to come back in to give them a 2nd chance, which I did. I'm glad I did. Everything was explained to me and I got my 2nd pair of glasses. read more

Visited recently there for my daughter's Eye exam and fitting for contact lenses. The optometrist was thorough and patient with her. I was pleased with the service. read more

Worst customer service. They don't seem to care that they lost a customer forever. Very disorganized and not good with follow up. Eye exam ok but don't order glasses! read more

if you get the coupon for Harvard Pilgrim subscribers that offers 2 complete pairs of single vision lenses for $99 use it elsewhere (For Eyes and a couple of other places offer it also)- I have used it other places without issues- it is usually perfect for my 10 yo who looses glasses frequently- at the Millbury Visionworks it is a joke though because they only had FOUR girls frames that qualified for the offer and they were all ugly as sin- and since I had already used my Harvard Pilgrim benefit on the exam I couldn't just leave and get the deal elsewhere- I wound up shelling out $259 plus the two $25 co pays! read more