Visionworks

I had a poor experience at another location, but Cristin, the store manager at this location, made it a point to go above and beyond my expectations for a great experience the second time. I was planning to switch to a doctor outside of the Visionworks network, but I’m so glad I decided to give the KOP location a shot. From the follow up visit with the new doctor to the time spent clearly explaining pricing and everything overall, the level of customer service was truly a night and day difference. They also have a great selection of glasses to choose from. I would highly recommend this location and plan to keep coming back.

I had such a positive experience at Visionworks and really wanted to take the time to recognize the team. I had been dealing with intense right eye pain for several days and had already gone to the ER, where they told me I needed to follow up with an eye doctor. After a stressful few days of trying to be seen, juggling doctor appointments, car issues, traffic, and caring for my 9 year old son, I arrived feeling overwhelmed and honestly pretty anxious. From the moment I explained what was going on, the staff showed so much patience, kindness, and understanding. Christin helped make sure I could be seen and was incredibly comforting and reassuring. Darshana, who had spoken with me on the phone, was also so understanding when I apologized for being short earlier because I was stressed. She met me with grace instead of judgment, and that meant a lot. Daeshawn, the tech, was amazing too. He was calm, kind, and made the process feel easy and smooth. The doctor was incredibly thorough, clear, and compassionate. She explained everything in a way that helped me feel much more at ease. The whole team worked together so well. Even the staff who were not directly helping me were pleasant, warm, and welcoming. While I waited, they also helped me understand my vision benefits and encouraged me to get my eye exam done while I was there. I ended up finding glasses that worked with my insurance, which was such a relief because I had been putting that off due to health challenges and being on disability right now. What could have been another stressful and discouraging experience turned into one where I felt cared for, respected, and supported. I’m really grateful for this team and would definitely recommend this location.

The manager (blonde hair) displayed the best customer service practices that I've ever experienced in a medical office! She was receptive, and responsive to my eye care situation. This was my second visit. During my first visit, I observed her patiently training a new employee that was assisting me. As an educator of 20 years, I can confidentially say that her level of patience and firm guidance was outstanding along with the customer service the entire team provided!

Attitude. Running a few minutes behind for an appointment and they said to me that they are not sure that the person conducting the eye exam will see me as I should be having the eye exam at the time scheduled, mind you this was 5 minutes max and they scheduled me for this time and nowhere in the text messages does it state you have to be there at exactly this time or there's a chance you won't be seen. if these are the problems for something like this, I can imagine if you had issues that required some empathy. There is a reason why this place has gotten so many low ratings, steer clear.

The Jiffy Lube of eye care I am in need of my first ever pair of glasses and my insurance uses Visionworks as its provider. Coverage is good - one set of frames and lenses free per year, along with a free exam (in this case worth every penny). Visionworks may not have been my first choice, but they’re glasses. It's not open heart surgery. The staff were all very pleasant, though ineffective. In my opinion that is more a function of management direction and of imperfect tools than it is poor hires. I had to essentially provide all of the same information as on their website when I made the appointment. As I was repeating myself checking in I received a text stating that Visionworks was rescheduling my appointment. There is continuous up-selling at every turn. Zero help or advice in selecting frames - again my first pair of glasses. "Find something you like." I needed advice & direction. No computer model to recommend shapes etc. (We have AI now.) Big “Buy One - Get One Free” sign that doesn’t apply because I used insurance (makes no sense to me, but I must say it made me laugh) and a “Buy one get a 2nd pair at 50% off with insurance” on their website that was never discussed with me (it might have been a legit up-sell opportunity). I did call about it today - hard to believe but the telephone interaction was less helpful than in person. My advice - do your homework before you go there and lower your expectations.