Visionworks

I decided to try this store because a couple of years ago I had a horrific experience at another store that resulted in me buying a pair of glasses I didn't like with money I couldn't afford and I never picked them up because the salesman was SO rude and disrespectful. The receptionist and the doctor were both wonderful. Check in was fine, the initial little tests they do were fine, and my visit with the doctor was fine. It all was as expected until it was time to get a pair of glasses with my new Rx. The salesman was with an elderly asian gentleman who didn't speak english, and another gentleman, I assume his son, translating. The salesman was rushing them, rude, extremely impatient. The gentleman was asking clarifying questions and translating to (I assume) his elderly father. At one point the salesman looked as though he was shaking with rage. His expression the whole time was of extreme annoyance. I don't know if he thought that was for my benefit since I was waiting, but I would HAPPILY wait if it meant he treated these folks with respect. When it was my turn, I handed him the frames I picked out. He started clicking around on his tablet and I was waiting for him to ask me about what kind of lenses I wanted, etc, and he just kept clicking around and around. Finally he tells me my glasses will be read in 2 weeks. I was like, wait?? I want blue light filter, etc, and he said no, my insurance doesn't allow it. I can *only* get the basic plastic lenses, unless I want to buy the whole pair out of pocket. Okay, I understand he can't do anything about what my insurance will and won't cover, but that should have been *explained to me* when I *first* sat down. He should have told me my options, how much things cost should I choose to pay out of pocket, etc etc. He didn't even introduce himself to me. And honestly, sitting there having deja vu from my last awful experience at an eye store, I realized I think this is the same guy from the other store that gave me such a horrific experience the last time. I don't know how this guy still has a job, to be perfectly honest with you. He isn't personable, he doesn't try to treat people respectfully, he isn't interested in informing customers about literally anything. I decided to take my money elsewhere and I bought glasses from another place that let me customize the lenses to my preference. I am not looking forward to picking up the "free" pair (my insurance covered). I truly, truly hope someone else is working that day.

I am very pleased with the service I received at the Henrietta location. The lady who helped me with choosing a frame among the many other frames was very friendly and so is the receptionist. I will recommend this location to everyone for your vision needs.

The doctor we saw was EXCELLENT (Dr. Cuong Trieu) but the customer service in the store itself was terrible. We were not acknowledged by the sales associates other than when my husband approached them to purchase frames (which were not buy one get one free, as the signs all stated). Even then, he had to pry information out of the sales associate to ensure he got what he needed. Even though my appointment was before my husband's, I was ignored all together — the associate went to assist someone else who had just walked in — until I physically went to the desk to request my prescription so I could leave and go elsewhere. This resulted in them forgetting to actually charge me for the appointment and having to call me later to collect my co-pay. It is unfortunate that our experience was so bad, because we both really liked Dr. Trieu and would absolutely go back to him in the future — just not at Empire Visionworks.

First, I want to say that the doctor and the women who work in the front are fantastic. Here’s why it’s a 2 star review. When I arrived, a man named Sam walked up to me and said “Yes?” with an annoyed tone of voice. Unfortunately he was the person available when I was choosing glasses. When he was entering information into the system to bill me for my purchase, the employee next to him said that there was a way to save a bunch of money by how the transaction was entered into the system. The way this man reacted was very scary. His face turned several shades of red and he began to do very exaggerated hand movements while re-entering the information. He was literally shaking with rage. When he realized he needed to take my bifocal measurement again, he picked up the frames and alammed them onto my face. I said, “the measurement was 20,” because I didn’t want him to touch me again. He snatched the ruler off the desk and smashed it against the frames and my face. Then he went back to the other side of the desk and continued his ridiculous angry arm choreography while finishing. The total was more than $500, which didn’t seem like I was saving a bunch of money, so I asked the woman employee who mentioned the way to calculate the price that was best for me. This man turned several other shades of red, and was literally shaking with rage. He started speaking even more rudely to me and the other employee who was just trying to help. The other employee kept her cool and was extremely professional and Sam’s behaviour got worse and more threatening. He was unreasonably rude and aggressive. After the price was corrected — just under $400 less expensive than what he originally calculated — he tossed the receipt and prescription papers on the desk and stormed off the floor. He left without giving me trial contacts. I waited for the kind employee to finish a conversation with another customer and asked if I could have the contacts. She said yes, and that she was so sorry about that experience. I said that he is a scary person, and asked if he is like that all the time. She said “all the time.” I asked if there was a way to make a complaint about him, and if that would help or make things worse. She said it would help. So here we are. It is irresponsible for employers to subject their employees and customers to an employee whose overt contempt and rage poses a threat to their safety.

They were professional yet warm and welcoming. The entire experience took no time. They really helped me pick out the best frames. Definitely recommend