Visionworks

To start, I had made an appointment July 7 at 12:00 which I showed up to, but when I arrived I was told the servers for the entire store were down. I understand technology issues happened, but the employees said that they had no phone number for me and that is why they were not able to call me to tell me my appointment would not be able to occur. I am not sure why they couldn't have called another location with service to obtain my phone number and let me know about the technology issue in advance. But the fact no one tried to reach out via email or phone was frustrating. I asked if they would call me back to reschedule and they never called. I ended up booking another appointment for yesterday via their website. I also called on Thursday to the office to confirm my appointment but no one in the East Greenbush picked up the phone so I was transferred to someone in "main" customer service who I explained the server situation for my last appointment to and that I wanted to confirm my appointment, and she said "yes you have an appointment" but wouldn't help me further. She said the East Greenbush office servers look like they are working and I shouldn't worry about it. I then asked if she could relay a message for the East Greenbush office to call me to confirm, she said she would do this, but no one from East Greenbush called me on Thursday. On Friday, I arrived to my 10:00 appointment around 9:50, which I began to complete digital paperwork for when someone came up and told the person who was helping me that she moved my appointment to be in-person rather than a digital visit. That was fine until I was emailed at 9:54 that the appointment was then moved from 10:00 to 10:15. (See the changes below via photos. My initial appointment confirmation and the time stamp of my “reschedule”.) No one told me the appointment time would be later than what I initially booked and was under the impression I had—that was annoying because I would not have take an In-person doctor so that my appointment could be faster. I was the taken back for the eye puff and measuring and to take retina photos around 10:11. While I was sitting for the eye puff, the woman had to get up and help someone else because a folder for the doctor was not set up properly (and all this was discussed in front of me) and then she got back to me and sat down and said "this is chaos we deal with on a daily basis"--which as a former medical receptionist I sympathize with, but I would never tell a patient. I then had to wait for my appointment. By 10:50 I still had not been seen, so I asked one of the women. Especially since the man who came in after me was taken back before me for his exam. The woman said the doctor was running late, which again happens, but I finally was called back by the doctor around 11:00. The exam with the doctor was fine. Very brief, but got done what I needed. And since I had already been there for over an hour, I just wanted to get done with my appointment. The post-exam help was very fast and well done. The man who helped me order my contacts and get them shipped to my house was great and fast. Overall, I'm just disappointed with my extensive wait time and poor customer service.

My husband and I had both come in for back to back appointments and had no problems with anybody we had met up until the actual purchasing of the glasses. I have never felt so disrespected by somebody. I had picked out a really cute pair that I loved the way they looked on me and I was told to put them on to which she told me no those are too big they don’t look good on you and I should’ve known from that first statement how bad the rest of our experience with her would go.. we had only really come in expecting to get my husbands glasses I didn’t think I needed a new prescription but I did end up needing them and wasn’t expecting it and when I said nevermind we’ll just wait on my pair I was met with a nasty attitude again saying “what you’re not going to pay the only $10 to get a pair of glasses” first of all I certainly could have but anybody who’s a mother knows how hard spending money on yourself is and I just did not want to spend extra on myself. She then had an attitude about anything else I said for the rest of the appointment and was the worse experience ever. I’ll just go purchase glasses anywheres else and if my husband didn’t really need his ASAP I would just be getting his elsewhere too.

This place is the absolute worst. I was treated like crap yesterday when I called to complain. I got a call back about a 1 hour ago. The woman was not any nicer than the woman from yesterday. Unfortunately for her, she did not hang up the phone.I heard everything she said.And it was recorded, so I am not done yet. I just call back to let her know that.I was nice to her and she was not nice to me and I heard everything she said when she thought she hung up and she literally said, okay, thank you so I hung up on her.

I won't be going back to Visionworks in East Greenbush. The appointments took far too long, the prices were significantly higher, and the entire experience felt slow and inefficient. Instead, I booked online with America's Best, was seen the same day, got both my contact and eyeglass prescriptions, and can now order lenses online for a fraction of the cost. Their online scheduling actually works, and despite being busy, everything moved efficiently. As a nice surprise, the same doctor I saw over 10 years ago remembered me. For me, the difference wasn't close. Visionworks was expensive, slow, and frustrating. America's Best was faster, easier, and a much better value.

I went for a routine exam/contacts yesterday at 2pm and the eye technician, doctor, and optician were all very knowledgeable, kind, and helpful. However, the woman who checked me in could use some training in customer service - she told me they had contacted me to get my insurance info (which I cannot find in my text or email updates from them) as they couldn’t find me, so I explained I have the ID number and I have since changed my last name, to which she refused to look me up again. I then wasted my time calling insurance to have them tell me my insurance is under my new name, and then the woman looked me up and found my account.