My family had a very disappointing experience at Visionworks in Cumming, GA on Marketplace Boulevard. My son had a 5:00 PM appointment, and my husband had a 5:30 PM appointment. Both completed their eye exams, but after my husband was told he needed a new prescription, he began looking at frames and then waited… and waited… and waited for someone to help him complete the process. By 6:30 PM, he was still waiting. When I called the store, I spoke with Charlie, who was polite and professional. My frustration is not with him personally. My concern is with Visionworks’ policy. I asked why customers with scheduled appointments were still waiting while walk-in customers were being helped. Charlie explained that if an optician is available, walk-ins are assisted immediately, even if appointment customers are still waiting to finish their visit. I asked if that meant walk-ins were effectively taking priority over customers who had scheduled appointments, and he confirmed that they do. That makes absolutely no sense. The purpose of making an appointment is to reserve your place and your time. If walk-ins are allowed to jump ahead of customers who honored their appointment times, then what value does an appointment actually have? This isn’t just an inconvenience. It’s a poor customer experience and an inefficient way to run a business. Customers schedule appointments because they have other commitments and expect their time to be respected. Charlie was courteous throughout our conversation, but the policy itself is disappointing. Visionworks needs to reevaluate how it handles appointment customers versus walk-ins. Until that changes, I cannot recommend this location.. hey, the company did reply to my negative review, and they left a phone number and a contact name to reach them. However, when I went to check on it again, that reply had been deleted. Not sure what is going on with this company, but this review stands, and if I could give it a -5 I would. I actually was impressed that the company was willing to talk to me within an hour of me posting my review on Friday, but it looks to me like they had second thoughts on coming to me. We are actively looking to no longer go to this Vision location, and I recommend the same. Very poor Customer Service, and the company does not care. And this is why they do it.
