I went to this Visionworks location in November for an eye exam, new glasses, and contact lenses, and it ended up being one of the worst customer service experiences I’ve had. From the moment I arrived, there was very little guidance or communication. I even asked the store manager whether I should remove my contacts before the exam, and her response felt dismissive — like it wasn’t her problem and someone else would deal with it later. The appointment somehow felt both rushed and extremely slow at the same time. The tech responsible for my initial exam kept getting pulled away to help other customers, so the process dragged on for nearly two hours. During that time, my eyes were hurting from trying on contacts, but my concerns seemed ignored because the staff was so focused on everything else happening in the store. I was only given one pair of trial contact lenses, and the return/exchange policy was never clearly explained. Later, when I had issues with the contacts and called the store, the employees told me things over the phone that didn’t even match the policy listed on Visionworks’ website. Every phone interaction made me feel dismissed instead of helped. Another frustrating issue was that nobody explained lens options that could have actually benefited me. Neither the doctor nor the staff discussed anti-glare coatings, which would have helped significantly with my astigmatism and difficulty driving at night or in the rain. I ended up spending over $500 on glasses and contacts that still didn’t properly address my needs. On top of that, my doctor requested paperwork regarding my diabetic retinopathy results. I specifically called and asked this Visionworks location to fax the paperwork over. A week later, my doctor’s office told me they still hadn’t received anything. It wasn’t until I repeatedly followed up and pushed them to send the records that they finally did it. A month ago, I switched to America’s Best because this location completely pushed me away from Visionworks altogether. The difference in customer service was huge. America’s Best walked me through the process step by step, explained policies clearly, avoided long delays, and gave me multiple trial contact lenses instead of just one pair. I’ve had issues with Visionworks before, but this location solidified my decision to never return again. Edit: Thank you for the response. I do find it interesting that Visionworks repeatedly refers to customers as "patients," because my experience at this location lacked organization, communication, and continuity of care that patient should reasonably expect from a healthcare-related setting. I hope the company also recognizes that patients should expect clear communication, organized care, proper handling of medical records, and staff who are fully informed on policies and procedures instead of disrespecting their "patients".
