Visionworks

I have been a customer with Vision Works for years…I had brought in the same eye glasses that I gotten from the store. I ask the associate can she use the machine to heat up the temple tips of my glasses and bend in…. so they won’t fall off my face. The associate in Timonium don’t have a problem fixing the glasses. She goes on and said I didn’t have my glasses on my face the correct way that’s why it’s falling off of my face… who are you to tell me how to put on my glasses that I’ve been wearing glasses since elementary school age. I took my glasses from her and told her I’ll won’t be back here. I’ll be going to Timonium I know they don’t have an issue fixing it.

I got my eyes examined at the Garrison Owings Mills location. The doctor understood my needs regarding having two different lense prescriptions in each eye and how it effected my vision since having lasik surgery Dr. L. Then weeks later I went to the Catonsville Rt 40 location to look at their frame inventory. They were kinda busy and despite being kinda by herself. Amanda gave explemary customer service. Maintained patience and never stressed and helped with everyone's needs in a timely & professional manner. Before I got this survey, i asked her can I please give feedback on your service, and then she was like no worries. She glad she could assist.

The customer service here is awful. My wife scheduled two appointments and for each time we came up we were told the appointment was canceled because we never confirmed. The employees swore up and down it was my wife’s fault, saying she must’ve opted out from receiving notifications and some other irrelevant reasons. Essentially not take any accountability. This happened twice. The second time one of the ladies actually took the time to figure out what was wrong. Found out it was fault on their end. She didn’t say sorry or anything. Again, no accountability, “it’s the systems fault” attitude. Very inconvenient especially when traveling 30+mins with a newborn.

Our family has gone here the last couple of years and my husband really liked the eye doctor. There is a lady who works there with really long nails (don't know her name), and she's super nice, too! Today (3/24), I had an appointment for my daughter. I scheduled the appointment almost a month ago (2/26) and our vision insurance is already on file. When we walked in (on time) for our appointment, I stood at the front desk for almost five minutes before someone spoke to me. Two ladies were sitting at the desk on the phone—no one looked up, said they'd be with me in a minute, etc. Another lady (the one with the long nails!) walked across the store to tell me that I'd be helped shortly. When I wasn't helped, she came back and checked me in. She told me that they already had my insurance on file so I didn't need to re-fill that part of a form out. While we were waiting to be seen, one of the front desk ladies (long tan/beige jacket), came over and told me that I don't have health insurance. I told her I have United Healthcare. After saying it doesn't exist, she asked for my zip code, and then told me no one in my area has this health insurance. Then, she came back and told me she found our insurance, but my daughter's birthday doesn't match, so I had to get that changed. I tried calling our insurance company, but couldn't get through, because I didn't have my member ID on me. I asked her for my member ID since she was able to pull up my info. She wrote down the number, but I still couldn't get through. (Turned out, she wrote down the wrong number!) My husband emailed me a copy of our daughter's vision card. I asked her if she would run it figuring I'd sort it out later or pay it later, and she said, "I will not." My husband was still on the phone and commented on how rude she was being. She told me I'd have to reschedule and she could not/would not help me anymore. I told her we would not be rescheduling and we'd be going elsewhere. Long story short: Very poor customer service and systems to check people in. EDITED TO ADD: Visionworks replied to this review. I emailed them. They asked for a phone number to call me. I provided that. I haven't heard back (with additional emails!)

I was very, very pleased with my visit to Vision works. All of the staff were very courteous and helpful. I believe they went "above and beyond!" I was not rushed or pushed into spending a lot of money. They even figured up several different discounts to find the lowest price for me. They listened to my likes for eyeglasses and responded. I will definitely recommend them, and I will certainly be back.