This is the worst run visionworks store i have ever been too. The customer service is appalling. My ordered glasses were supposed to arrive 3/22/2025. I never got a call, a message, nothing when they arrived. No system alerts, nothing. I called on multiple times but the system the use to answer calls kept telling me my order had not arrived. I finally get through to a human on 5/6/25...yes, almost two month later, and I'm told my order arrived back on 3/5/25. OMG, ARE YOU KIDDING ME! read more

Visionworks - Store front - Optometrists Near Me - Nottingham, Maryland

Finally got the glasses. My favorite part is the social media team scrubbing my comments (none of them were profanity laced or rude). They rather silent an upset patient than actually let people read their honest feedback. read more

I just wanted to give a 10 on customer service to Ms. Rebecca that works at your White Marsh Store located in Maryland. She fixed my glasses answered my questions and saved me money...Thanks Ms. Rebecca your service was great!! read more

I made an eye appointment online last night for 11:40am today. I walked in for my appointment and the receptionist told me my appointment was cancelled because I didn't confirm it. I showed her my text from vision works confirming my appointment. She said I didn't hit C to confirm. I showed her there was no option to confirm even further (there was no "c") and she ignored me and said "we can't do anything if the system cancels your appointment for you not confirming." I pleaded to be seen still. She then told me a doctor can do a remote appointment. I told her I didn't understand how that would work when I'm here for an eye exam. She said she would be the technician and the doctor would sign in remotely to oversee. I agreed. She then asked "did you at least do the paperwork?" as if I was in the wrong for the entire situation. I replied yes and she told me to wait in the waiting room. During my 20 minute of waiting, a couple of other patients came with the same "issue" about apparently not confirming their appointment and the system automatically canceling it. Instead of acknowledging that they had system issues or indicating the lack of staffing, they turned the other patients away. That's when I knew I wasn't going to waste my paid time off from work to entertain this any further and left. It would be been one thing if they acknowledged their system issue and apologize. But instead, they would rather use it as an excuse to turn patients away. It's clear they don't value anyone's time. Don't waste your time here until management acknowledges the lack of customer service from The front desk and actually trains them on how to handle such "system issues" (if that was even real). read more

Visionworks - Appointment confirmation - Optometrists Near Me - Nottingham, Maryland

I posted before about prices too high and I tried to get refund the NEXT DAY! Took almost 6 mos for refund. I never made so many calls wondering where the refund was. 6 mo!!! Never again will I ever go back to visionworks. read more

I'm not quite sure what happened after covid. But you can definitely see a clear difference in the way this business is ran. Always took my insurance up until Covid now all of a sudden my insurance is not taken after 12 years of frequenting vision works in multiple locations. I have decided to no longer support this business. Came in after going to two other vision works to have my glasses fixed. They literally had me sit while this woman continued to heat and bend someone else's glasses. I was not there to try on my glasses I was there to simply take them and leave. They were the same frames just I had a break in at my home and in the struggle with the intruders my glasses were broken and all I wanted was my glasses lenses to be put in a new frame. This particular staff you could see was overwhelmed there were tons of people in the building waiting and looking disappointed . The staff was not welcoming nor friendly. Told me To sit in the eye glass fitting station.... Assumed I knew where that was and I had to bring a chair with me to sit down only to not be spoken to and ignored for over 10 minutes. Out of frustration I got up found the man who took my glasses and called me and he gave me them and I was finally out the door. I drove all the way from Annapolis to whitemarsh for these glasses and I can promise you after the horrendous customer service I have received I will Most definitely not be returning to any vision works location. read more

Was there for my child a few weeks ago. So happy with their service, especially with Ms. Robin who took her time with us and explained the difference things offered. I loved that made sure my daughter was comfortable with her selection. Would definitely go back! read more

I came in today to pick up my glass. I arrived at 12:30, and a sign was on the door stating, "Be right back." At 1:45, a worker called Carter was letting someone out. I asked are you all on lunch? He said, "Yup," and locked the door. I called to clarify because there were no hours of closing on the site; I told the person on the phone that it would have been nice to know because I caught the bus. Maybe that's something to consider for the site; ten minutes later, an elderly caucasian woman exited her van and stated she had been waiting since 12:15. She knocked on the door. Arthur came, and they had words regarding how long she had been waiting; he let her in, looked at me, and said, "You can come in since you want to hang up on me." I replied, "I didn't hang up." he said, "Yes, you did.... on the bus." At this point, I was uncomfortable and asked for a manager. Arthur said he was the assistant. I've never known a lunch break to be from 12:15 to 1:45. Nonetheless, I was waiting, not causing an issue. Because Arthur assumed I hung up on him, he was sarcastic toward me. To be treated in such a manner is unacceptable. That being the case, I got my glasses and left; I will have them fitted elsewhere. read more

I came into the Visionworks at Whitemarsh because I figured that it have be a very professional business. I was slightly disappointed and mislead. As I gathered information of a possible purchase, I was told that I could purchase a second pair of glassed for 50% off. When I actually purchased my glasses the second pair would have double the price of the first pair. It WAS NOT explained to me that the price of the second pair was not the insurance pair. Furthermore, the staff was very unprofessional. On a recent visit, one young lady took 2 minutes to put on lip gloss, in my present, before she would address me. read more

Terrible experience thus far. I was told I would be hearing from ophthalmologist office, I have not heard in 2 weeks. I tried calling, got customer care, no response at all. I go to store after a week to pick up glasses, number seems way off, the sales person totally brushes it off. I was told there is nothing we are gonna do about it anyways, despite if clear 100 days policy of adjustment or refund. I was supposed to get a call, waited all day and nothing. Not sure if I would want to return to this location or refer any family or friends. Update: Despite of emailing customer support as advised in your response, no one has responded. Clearly it's just social media gimmick. Horrible service! read more

I came into Vision works to update my prescription on one of existing frames. Unfortunately the ones I had been wearing for awhile broke and I wanted to use my older frames. Sherry, helped me figure out the information needed to get my new lenses in my existing frames. Throughout the interaction I was confused because usually I go with whatever the prescription recommends but Sherry gave me alot of options that I wasn't familiar with as this was only my second pair of glasses. She was very helpful in explaining the differences, although I can tell it was frustrating her a little bit. I didn't mean any harm, perhaps it being at the end of the business she was tired. I asked her options for payment and she gave me detailed options on using affirm. Great service and information, she recommended I come back with a spare pair of glasses as to not drive without glasses. She wanted me to be safe. I really appreciated it. I came back next week and Robin closed the sale for me and was great! She met me with a smile and made me feel good about the purchase. I wanted to make sure Sherry was recognized for her service as well... She was very helpful and made sure I was good to go!! I just hope I didn't frustrate her, again I'm novice. 5 stars and I'll definitely be back to see Robin for my second pair! read more

I went to the towson location for an eye exam and got updated lenses for my old glasses. They told me visionworks white marsh (they are not in the actual white marsh mall but on the avenue) has an onsite lab that will do the order in an hour once the lenses come in. The guy that left me a voicemail when my order came in was super nice and informative about when to come and their hours and how long it would take depending. They were a little busy when I came to drop the glasses off and a lot more busy when I picked up the glasses about an hour later but they still took the time to make sure the glasses fit right etc. They tightened a loose screw on my frame and gave me a new case too. A++++ read more

Choose a different location. This was a complete waste of my morning. If you decide to walk in to this location try to work with Sheri because the other person at the desk is incompetent. read more

The manager, Kim, was extremely kind and helpful. I have returned here to adjust my initial negative review because of how well she handled my initial concern/complaint about an employee. It takes nothing to treat people with kindness and respect-She went above and beyond to make sure she rectified the situation. I hope that the store celebrates her for her skills, warmth, and ensures that she feels valued. Thank you, Kim. read more

Great experience! This was my first time getting my eyes examined and as expected I needed to get glasses. Robin helped me pick out a pair of glasses that were comfortable, stylish and within my budget. In a world where customer service can be hard to find, it was refreshing to be treated like a priority! read more

I absolutely appreciate the precautions that are being taken for covid-19, but I will leave my comment right here until a district manager contacts me before I actually tell my true experience that I had that night. read more

After scheduling an appointment, we waited over 3 hours from start to finish. One employee kept walking around calling everyone "darlin" but was absolutely no help. One employee set at a desk doing paperwork and offered no help to people waiting. I'm a slow learner because this is the 3rd time I've tried to give this location a chance. read more

Made an appointment for 10:15. Arrived and was told to sit and someone would be with me. 15 minutes later I get checked in, l and was they told no doctor was in and the appointment would be telehealth. I was told to complain to corporate since I made my appointment online and there's "no control over it". Sat for 45 minutes after my appointment time and still hadn't been seen. Cancelled my appointment, I will be finding a new provider. Constant service issues with this location over several years, enough is enough. read more

I've been having issues recieving my contacts since May. It's now August. I visited vision works location at honey go Blvd in Baltimore Maryland May 22nd. I received a eye appointment and followed all the protocol. I ordered a pair of glasses and contacts. Since then I recieved my pair of glasses. However, my contacts have been a challenging issues. First, they tried to sell me colored contacts that I knew wasn't mine. I did not order colored contacts. They gently apologized and told me that my contacts were unavailable. At this time I recieved my glasses but not contacts. I was understand and didn't see it to be a issue. My first incident happened sometime in-between now and may. I went into the store and they told me that they ordered the wrong contact perscription. They gave me a trial pair and bumped the prescription in my left eye down. It wasn't a noticeable difference so I was ok with this. My second incident happened the same way. They ordered the wrong perscription again. They apologized and gave me another trial. I was bothered because at this point I just wanted to have the contacts I ordered. But, I tried to be understanding and even laughed. I am currently wearing the new trials and I can physically see a difference that makes it hard to see clearly. I'm also fearful that they will order the wrong contacts again and have them sent directly to me. Today they tried to sell me the wrong contacts and denied me a refund until I spoke to corporate. I'm very disappointed and unsatisfied with this level of customer service. read more

They have Firiendly fast service, great Dr and associates who were personable and very helpful

I selected this business because they are a preferred provider for my insurance AND I figured I could get glasses there if I needed or wanted them. I should have been tipped off as to what the experience would be like when I tried to make my appointment. The person answering the phone put me on hold...or did she? I could still hear her talking but could not get her attention. I eventually hung up and called back later. I scheduled for my husband and I to come for an eye exam. We were there early, and asked to have a seat or take a look at the glasses. The receptionist was overloaded with incoming calls. She asked if she could put someone on hold, and I could tell the caller asked her when would be a better time to call back. She responded that the phone had been ringing off the hook since she got there. In addition to answering the ridiculously busy phone, the receptionist was tasked with doing some kind of pre-test on customers/patients, which she did for both my husband and me. She then told us that the doctor would not be able to do a dilation today. I hadn't really thought about whether or not that would be part of the exam, but I asked, "isn't that a standard part of an exam?" She said that it is, but the doctor doesn't have time today because she has to go to lunch, but you can schedule another time to come in for that. (Really?) We're here early...you are able to see us early...but you can't do the entire exam because the doctor HAS TO GO TO LUNCH? I had taken time off of work for this appointment! I wasn't even sure my insurance would cover an additional appointment. The doctor was very nice, but she also seemed to be tasked with encouraging the purchase of glasses, although when we questioned her, she did say that what we were currently using was sufficient. Although their exam may have been sufficient, I have no interest in going back there for dilation or any other reason, which is maybe what they expect. I was very disappointed. read more

Absolutely recommend Visionworks. I just moved here from another state and was trying to find a great place to get my prescription filled. This location was recommended. So I went there and got it done. The glasses' measurement was not done correctly and I hesitated to go back. I eventually went back and not only did they fix my glasses for free(which I did know),I was able to get my second pair of glasses for 60% off!!! read more

New customer. New glasses failed at the weld, just out of warranty. I called the employee and offered me a 50% off coupon. I visited after work, five minutes before closing, another employee found the frame on the display wall. Kimberly Demers, the GM, then swapped my lenses, fitted me, and wished me a good evening, saving me the two weeks of misery. Thank you, Kimberly. PS the display walls are set up by category, so you don't have to waste hours. read more

My eye appointment was for 1:20 PM on Saturday January 30th, 2020! I made the appointment on their web site two weeks ago and answered all questions honestly. In those forms there was a question about coughing . I indicated that I did have a cough! I received a called at the beginning of the week for insurance information. At that time I did indicate that I had a cough since August of 2018!. I arrived at the White March, Maryland location at about 1:10 PM. At that time I was told that the doctor was not seeing anyone who had a cough! This letter is not only a complaint but a formal billing for canceling the appointment without a twenty-four hour notice. Please make the check payable to Me. I am sixty-four years old. I have been hospitalized three times in 2020 for heart issues. Twice for a cardio conversion and once for an angioplasty. I saw an internist two weeks a go, as second one on Tuesday January 26th and a cardiologist this past Thursday! If I had covid I would have been sent to the hospital emergency room instead of the doctors office! I would never have showed up at their door because I would have been in the HOSPITAL! Yes it is good to be cautious but the office had two weeks to investigate why I indicated that I did have a cough. This last minute cancelation was a waist of my time and as such I am demanding to be compensated. David C Roy read more

I made an appointment and after waiting an hour and 10 minutes without being seen I left. It would be one thing if they were busy but there was virtually no one in the store and several people working in the store. There was one patient ahead of me who also must have waited a long time to be seen. All of this happened with an appointment that was made a week in advance. Also, while waiting to be seen, I could hear everything the doctor was saying to the patient, it sounded almost like she was on a microphone. This was very disconcerting and likely a HIPA violation. Needless to say, I left. read more

The entire staff are extremely friendly, especially Amber, she was so extremely helpful when trying to purchase my glasses. I'm on a tight budget and she took the time to create a plan that helped me significantly. read more

My one star rating is for the store opening on time. Everything else went downhill from there. I went to this location yesterday to find some frames and after an hour spent I came out with nothing. I got there when they opened at 10am. The line was already formed so I browsed around looking at frames for 20 minutes until everyone else had been assisted. I went over to the receptionist who seemed frazzled and overwhelmed. I told her that I was interested in getting frames and that I had my prescription. She rudely said, "I need your prescription." I handed it over and she told me someone would be with me shortly. Shortly never came... For the next 25 minutes there was one person working with customers on fittings, repairs, etc. as I sat and waited, more customers started to come in. I decided then and there that I was not going any further down this road. I got up and put back the six pairs of frames that I had selected and went over to the receptionist to ask for my prescription back. Finally, another worker, who seemed to be a manager, surfaced from the back. She was instantly and visibly irritated with the receptionist's "Post-it" system of tracking customers. She made several comments which let everyone know that she thought the receptionist was incompetent which, in turn, made her seem incompetent. A patient who was in the back getting an eye exam stormed out with her husband and son and asked for her prescription so she could go. Who knows what happened, but she was obviously not going to purchase any frames or contacts from this place. Chaos ensued...one customer purchasing 10 boxes of wipes wanted to split the total charge between two gift cards with $2 and $3 on them (lady please). The"manager was encouraging the other worker to leave her customer (who had been there as long as I had) and help the receptionist with the line. The patient who had the eye exam got madder and madder when the "manager" kept asking what went wrong. No body was happy and I waited for another 10 minutes before I got my prescription back. They obviously are experiencing some serious issues that need to be addressed and I would not recommend them to anyone. read more

I had a fantastic experience today! This was my first time ever going to vision works and I wasn't fully sure what to expect but it was an absolutely fantastic experience! I was seen pretty promptly, the doctor was fantastic, the staff were funny and helpful! I loved how cheap the eye exam was and their current promo for b1g1 ! I paid less for two pairs of glasses and an exam than I paid last year at another office with insurance for one pair and an exam! They had no issues giving me a copy of my prescription ( I wanted to order special glasses online for Halloween) which is awesome because some places are really reluctant to do so even if they're obligated by law. There wasn't that upsale pressure like at some places and they're upfront about the costs . I can't wait to try my new glasses out when they come in ( they had to be ordered since my eyes are bad ) . If your eyes aren't as "complex" you're likely to get your glasses the same day since they have an on site lab ! Its really fantastic there and I will be going back from now on . read more

The first time at this location was with my husband. The experience was awful but I assumed I had caught the center on a bad day. Today, I returned for my appointment. No one greeted me when walking in the store. An employee came up and told me I was checked in to take a seat. The technician that took me back for intake rushed the process as a trainee continued to come in and interrupt the intake. I was told to have a seat back up front and that she would eventually put my information in the system and I would be seen by the doctor. Currently, I'm writing this review as I sit in the lobby. The trainee busted through the curtain each time without saying excuse me or announcing themselves. I have been waiting for over thirty minutes thus far for the doctor and the staff walking the floor isn't the most welcoming. I understand that the world is short staffed right now, but I do not appreciate the miscommunication of wait times. People should be made aware during check in if the doctor is running that far behind. A woman comes up to me as I'm sitting down and asks me to sign a form I had no idea what she was referring to. She mentioned that I denied some sort of photos. I told her I didn't decline anything and she walked away talking about how no one is doing their job. The professionalism is not here and I eventually walked out of the center. My husband will not be returning either. read more

Horrible Service. Went in to this store hoping to look at glasses options for my daughter. Fully aware the store closes at 7pm and it was a few minutes before 630pm. We had 30 plus minutes to look. Was initially greeted by one of two ladies at the front desk. After I advised we were coming in to look at Sports glasses we were rudely advised by the second person that did not greet us, " You know we close at 7pm, right?". I advised yes and we were just starting our search and wanted to look. "You have a prescription?, because we cant help you with that at this point." I advised yes. 1 of the 2 ladies who was rudely talking to us like this repeatedly huffing as she was rudely saying this to us. The second lady did end up bringing a tray or glasses to us and threw it on a counter and said, "here you go". Do you have your prescription? She took a copy and left us. She asked for my insurance card and at that point I did not appreciate the attitude and stare down from the other rude worker and just asked for the copy of our prescription back that she took and left. The horrible service and rudeness was absurd. I understand that it was close to closing but we just wanted to look and get ideas. I would not recommend this location or maybe Visionworks at all to anyone if this is ok for their employees to treat people. read more

What a shame. I wrote a glowing review about this place nearly 4 years ago, this time around has been pitiful. I'll keep it short...it took four (4) visits to get my prescription sunglasses almost right. First two times, they were regular glasses, no tint. Third time, one lens was much darker than the other. Forth time, they finally looked like sunglasses. I wore them a few days and decided they were too dark so I took advantage of the 30 day guarantee. Took them back, ordered polarized shades this time, paid an extra $50 I believe (as expected), and was told the "promise date" is August 18th. Today is the 24th and I haven't heard from them. What does "promise date" mean anyway? I'm ready for a full refund, this is ridiculous. read more

Terrible experience for me, February 11th i had an eyes exam then I chose my new glasses so I was happy. 2 weeks later I went back to pick up my glasses but fortunately after to try it, my vision was blurry, obviously something was wrong, the gentleman explained to me we have to send it back and I have to wait 10 more days. 2 weeks later I go back and same thing, the lady with pink hair, sorry I don't remember her name maybe if she was more professional I could make an effort, by the way you need a training about customer service darling, you don't let- people talk then she asked me did you answer correctly to the questions during your eyes exam, seriously? Well she told me to take another appointment. I asked her a refund , I was fed up to deal with someone not qualified. She told me to come back another day my manager is not here today, I asked if someone can call me, we are March 27th I have still no news and I spent 435$ read more

They welcomed me as soon as I entered the building. My husbands arm to his glasses came off and I thought we bought the glasses here. She not only didn't act like I was a bother bc I wasn't in the system, she just got all my info and within 5 min my husband had a new frame with his lens. I'll problems were solved. Finally a easy fix to a huge problem thank u read more

Mike is awesome! I am not always the easiest customer but he always takes care of me! This time, I need glasses ASAP! He made it happen and I am picking them up tomorrow. Super happy! read more

#EpicFail @_Visionworks at The Avenue at White Marsh. Major road construction in the parking lot and wouldnt see me since I was 9 minutes late. But the doctor didn't blink an eye when she called my daughter 11 minutes later then her apt time. (PS no reason for her to be that late since they wouldnt even see me and I was before her) #Backwards Will never go there again. read more

Was really pleased with the service I received here yesterday. Staff was super friendly, professional and speedy. They have a great selection and frames are well organized for easy shopping. read more

Worst customer service for two personnel. Very unruly and rude. Visited today 6/17/2021 @ 6:30 pm and got nothing but negativity. I just need a little bit of profesionalism. The two women dont know how to ask people nicely and doesnt want to do work after 6 which they did express vocally. We have been loyal customers for decades but never going back to Visionworks. read more

This place is pitiful. I mean I have been back and forth just trying to get my daughters contacts. It's been a month. I don't even have the time or energy to talk about how super slow they are in EVERY thing they do here. I thought the service and delivery would be fast here but boy was I wrong. I should have known it was going to be a bad experience when I walked in the door and no one greeted me. Then they refused to make eye contact so that they didn't have to greet me. I will never go back to this place again. That is after I pick up my daughters contacts that are finally in and I finally get my contacts that they are holding hostage. Stay away from this place unless you want to be frustrated. I do want to acknowledge that there are a couple attentive people working at this location. There was one competent and nice lady there and one gentleman that also had great knowledge about glasses and contacts. Stay away! read more

All around amazing visit! Very friendly greeting when walking into the door and amazing timely customer service. Dj & Kim went above and beyond to help me pick out my new glasses ! Everything went smoothly and I had my glasses in an hour. read more

ALWAYS HORRIBLE SERVICE from MOST of the staff here and rude doctors that are just trying to get all the patients over and done with. I am either always taken for my appts WAY after my appt time or this most recent time my appointment was canceled completely because I didn't confirm the appt, according to their new policy. How would I know to confirm, due to the new policy?? I received NO email, no text, or call, instructing me to confirm. I hate the service here and they do not care about their customers at all. DO NOT RECOMMEND- go to another location. read more