Visionworks

I can't say enough good things about my visit! Every single person I interacted with—from the front desk to the technician and the doctor—was welcoming, attentive, and genuinely nice. The lady who performed my retinal and vision scans was exceptionally friendly and went above and beyond to suggest tests that fit perfectly into my insurance and $10 copay. The doctor was incredibly supportive, listened carefully to everything, and let me know I won't be needing glasses or laser correction. It’s rare to find such thorough and kind care!

Unfortunately, I had a disappointing experience at Visionworks in Saugus recently. I arrived for a 10am appointment and was told their system was down, which I understood, technical issues happen. The bigger problem was the communication and overall customer service afterward. I spent a lot of time waiting without anyone clearly explaining what the next step was. The doctor did apologize for the delay and explained she had to do some things manually, which I appreciated. However, I became uncomfortable when she started discussing a possible glaucoma concern in a rushed and unclear way, while also seeming distracted by the technology issues. If you’re talking to a patient about something that serious, it needs to be explained more clearly and calmly. At the front desk, I again felt like I was being treated more like an inconvenience than a patient. By the time I got to the sales desk and learned the cost of the glasses, I was already frustrated by how impersonal the whole experience had felt. The system outage itself was not the main issue. It was the lack of communication, the rushed tone, and the overall feeling that no one was really focused on the patient experience. Was not a good vibe.

The staff are helpful, polite, and pleasant. The whole experience was easy for me. I truly appreciate that I was able to request a change to my recently purchased eyeglasses. I loved the look, but not the feel and fit. I was relieved to learn that I could swap the frames for another, mich more comfortable fitting frame.

I had the most wonderful experience at Vision Works in Saugus. The staff was so incredibly friendly to me and my son from the moment we walked in the door. The optician, Torri, helped me pick out the perfect glasses for my face. I sometimes have trouble deciding on glasses but this time, it was so easy because she made such good suggestions. She also was funny and playful with my son, which gave me the space to make decisions. I felt very comfortable with the staff and the doctor and will definitely be telling all my friends to come to this location!

My son and I had a great experience during our most recent visit at Vision Works. All of the staff were knowledgeable and seemed to care in their respective role. The visit was smooth and was left with next steps. We also purchased lenses. And the team was very flexible with the scheduling.