Visionworks

I don't like to do it this way however there was no easy way to voice my concerns on Visionworks' website/chatbot. Let me start by saying my husband and I have been using Visionworks (Frederick, MD and Hanover, PA) for 6+ years. The folks at the Frederick location are amazing. Unfortunately, the same CANNOT be said for Hanover. Recently the nose pieces started falling off of my glasses. OK, things happen. I went into the Hanover location and a young lady helped me. She replaced the nose piece but when she returned the glasses she pointed out that they were cracked where each nose piece meets the lense. I had not noticed that before. She tried to sell me the warranty after the fact, thinking she could add it because my glasses were less than a year old. I did not purchase the warranty. After I left there I couldn't stop thinking about that incident. Did the young lady accidently break them by tightening the screws? So, the following weekend I returned(guess what, the other nose piece had fallen off), It was first thing in the morning(01/31/26). I asked for the manager. Explained the situation, she could not have been more rude! Telling me everything I could have done to cause the cracking. Maybe I used too hot of water or too cold of water....on and on. Instead of being helpful she was rude and unkind. If she would not have been able to help me, fine, I understand but the way she spoke to me was completely unnecessary. She was agressive from the moment she started talking to me. After a few minutes I told her she was rude and unhelpful. I only wish I would have asked for her name. I will not return to the Hanover, PA location.

I had to send the glasses back for the second time because of the lab. Stephanie is awesome and really helped me with choosing new frames and getting everything fitted properly. All of VisionWorks' employees, especially the lab, should be as good at their jobs as Stephanie!

They claim that they can no longer accept the insurance for my kids and husband when I called to get appointment set up for their glasses. We went there for years with no trouble. When I asked why, she claimed that the insurance changed vision companies and they don't accept it, but the website says that it does. And after seeing some recent negative reviews and how they treated a woman of color and her three children, no thank you. The corporation needs to know how the Hanover location is and maybe get all new staff.

The ladies that worked at the one in hanover pa. did a great job on Thursday 4/16/26. They were super busy and there was only 3 ladies working. They were short staffed due to associates not showing/quiting but the 3 ladies never lost there smiles or demeanor. They handled the crowd like pros. Even though my appointment took longer then usual I was very impressed with how this staff handled everything and everyone.

I think its funny how I can get answer to my question. How can they send my glasses to another store? I live in Hanover, pa and they sent my glasses to King of Prussia which is all the was over by Philadelphia,PA which is 2 hours away. I think its funny. The computer system cant fix a phone number, gave them my phone number so many times and it was not fixed yet and when I call in about my glasses the automatic system says they cant find my order. This company need to fix what is wrong. And there lab where the glasses is made from need ti make sure they send the glasses to the right store. It is pitiful that your glasses you order go to a store that is 2 hours away.