Visionworks

I made an appointment and left work early to make it. I arrived early, but the receptionist told me she scheduled someone else in my slot because they didn't get my insurance information on time. This was clearly an excuse, as I had already written in the form that I have no insurance and I had planned to pay out of pocket. I looked at my email (after leaving) and saw that my appointment was rescheduled for 15 minutes later. This email was sent 14 minutes prior to my actual appointment time. It is clear the receptionist did this so it would show in the system that I didn't actually make it to my appointment, giving them plausible deniability for giving my slot away even though I arrived early. I expect my time to be respected when I make an appointment and arrange my work schedule around it. That's really slimy and not a good look for the brand. I have however heard very good things about advanced eye care center in Williamsville for those of you on the fence about this place.

The prep for eye exams is usually quick and easy. Then when it comes to seeing the doctor, expect to wait for 30-60 mins. Their selection of glasses I feel are very out-dated. The only redeeming quality was the man who helped with picking out glasses and cashing you out was an absolute angel.

I showed up to my appointment 5 minutes early. I waited about 15 minutes to be brought back to my appointment which was totally fine. I then waited in the back for the doctor for quite some time. It wasn’t until 45 minutes or more after my appointment time that I was seen. I’m a patient and understanding person so I just waited. However, I did wait quite a while. The doctor was nice and the exam went quickly. Then I looked for my new frames. The man who helped me with my frames, Hussain was awesome! Absolutely the star of vision works. He was patient and so knowledgeable. He even picked out the frames I ended up deciding on! The store was very nice and clean. It was very apparent that the employees took very good care of the store.

First off, I was getting automated messages about my appointment… while I was literally sitting there at the appointment. That alone set the tone. The bigger issue was their automated Iris telehealth system. It wasn’t working, and the staff didn’t seem trained or equipped to troubleshoot it. Instead of resolving it, I was told I’d have to come back for a second appointment, which is a huge inconvenience. The eye doctor didn’t help the situation either. He came across rude, abrasive, and like he didn’t want to be there at all. That’s not what you expect when you’re dealing with something as important as your vision. To be fair, there were a couple bright spots. There are maybe two genuinely friendly staff members, and the gentleman who helps with frames was easily the best part of the experience. Helpful, patient, and actually seemed to care. Overall, the place needs serious improvement in both customer service and staff training. The only reason this isn’t a one-star review is because of those few employees who are doing it right.

Walking in to friendly hellos from all the staff made me feel very welcome. This was my 1st time at this location. They were nice and answered all my silly questions. The doctor was efficient and friendly. They had a good and reasonably priced selection of frames.