Visionworks

Dr Pham provided excellent care during my eye exam. She verified prescriptions in two pair of my existing glasses to determine the difference. She was knowledgeable in my chronic eye tearing issue and the impacts of Sjogren's with my dry eyes, dry mouth, etc.) on the eyes. She further provided tips and suggestions about slowly adjusting to new prescription lenses. I felt the eye exam and the questions she asked made me feel comfortable and confident of returning back in the future. This was my first visit.

Condescending and arrogant staff. They would rather cancel your appointment than admit they made a mistake. My appointment was at 2:15 PM. I arrived around that time and, despite telling the front desk that I had an appointment, I was asked to wait because the associates were busy. A few minutes later, another associate came out from the back, walked right past me, sat down on her phone, and never acknowledged me. After about 10 minutes, she finally asked if I needed help. When I gave her my information, she insisted my appointment was at 2:00 PM, said I was late, and that I would need to reschedule. I showed her the text message your office had sent confirming my appointment was at 2:15 PM. Her response was, “Well, I’m telling you your appointment was at 2:00 PM,” before walking away. A different associate then helped me, verified my insurance, checked the system, and confirmed that my appointment was, in fact, scheduled for 2:15 PM. She said she would see if the doctor could still see me, so I waited. By then, it was already 2:38 PM. The first associate I spoke with then came back and said they couldn’t “overbook” the doctor. She again insisted my appointment had been at 2:00 PM and that I was late. I showed her the same appointment confirmation text again, but she continued insisting I was wrong instead of acknowledging the error. At that point, I asked them to cancel the appointment and left. Mistakes happen. What made this experience so frustrating wasn’t the scheduling issue—it was the dismissive attitude, the refusal to acknowledge clear evidence, and being treated as though I was at fault despite having the appointment confirmation in writing.

Got to my eye appointment on time. Five minutes after appointment was supposed to begin, they took someone ahead of me. When I questioned the doctor about how late she was running, she rudely dismissed me. When I asked the customer care reps what was going on they did not look at me but answered that there were 2 people ahead of me, one doctor. So no thank you, why would I wait around without them proactively letting me know they were behind or kindly and apologetically answering my reasonable questions? I went to LensCrafters right next door and could not be happier about the switch! Excellent selection, customer service, and help picking out my frame there. Doctor was professional, it was far and above better than Visionworks. I will not be back to Visionworks after several years there.

The team at the Rockville location are personable and professional. The optometrist answered my questions in a manner that was easy to understand. I would suggest VisionWorks should considering labeling the zones or areas in throughput the space (e.g., check-in and 1-5 or A-D). The spaces are open with a clean aesthetic. But walking in and navigating through the space during an appointment could possibly improve the customer experience. I would also suggest that VisionWorks consider evaluating the styles of frames they offer. The current options are not really the most fashionable.

We used to buy our glasses here since forever. Today we had a super poor experience, walked in the store. One person was there, busy with other customers. Told him we are looking for kids glasses, picked our glasses, and sat there waiting for him. He finished with his customer, spent another 10min over the phone and we didn’t want to interrupt him, we are still waiting sitting on the chair. Then another customer walked in and he greeted them and ask how the can help them. We decided to leave the store and not buy the glasses from them. Very disappointed in their customer service.