Empire Visionworks, Albany NY

I could not past the automated system home system to make an appointment. I finally hung up. If this is the approach to customer service I am not interested in being seen there.

When I entered into this grey vortex of despair time began to move like molasses had coagulated and made love to concrete. For a business whose primary focus is the sense of sight, I was shocked and appalled by the assault on my ears which began the moment I walked into this cesspool of sluggishness, and did not abate for my entire time in this time-forgotten place. If you’re looking to slow the assault of time, fear not! I’ve found a place where time stands still.

The heavyset woman at the desk spent the hour I was trapped there repeatedly hammering a system of folder colors over the head to the employees who disregarded her. I found this ironic as numerous people approached her and told her their information was recorded incorrectly in her babylon-esque tower of colored folders. The woman who did the head measurements and checking out of people seemed to be a time lord herself and reveled in keeping people captive while she moved as though her limbs were in quicksand. You could have set off a firecracker behind her and she would not have blinked nor moved a muscle. The only helpful person in the front of the facility (all the people in the back were great) was the person with long brown hair (I never got any of their names) who was efficient and professional.

As the third customer in the building with a scheduled appointment I would have expected to be in and out in under and hour for what should have been a mere check of my prescription so I could order contacts myself online. I will never be visiting this location again.

Waited an hour almost two hours to get my child’s glasses adjusted. They were never adjusted! The staff is great but one technician in particular (older female) is very slow and unprofessional. It shouldn’t take 40-60 minutes per patient to adjust glasses, take measurements, and print paperwork. You can be proficient and move at a steady pace not move as slow as a snail.

Hats off to the new manager, Amanda. I wrote a previous review about my terrible experience at this location. With a 3: 40 appt for an exam, I arrived at 3: 30. I was not seen after an hour. Numerous patients who arrived after me were seen during that time. I mentioned to staff about the wait to find, I was not properly checked in and was assure that I would be next but rather other patients were called back. I was finally seen by the doctor who had the worst bedside manner, btw, close to 6 pm. We concluded with the exam at about 6 pm at which point I should've been able to order glasses but someone else who arrived two hours AFTER me was called ahead of me to order. By 6: 30 pm I had to leave to pick up my kid but the staff left, did not know how to check out patients. I had to come back the next day to check out from my 3 hour appointment. I had to go in for fitting and order. Both Tyler and Molly were very accommodating. I was contacted today to pick up my glasses which is walk in first come first serve. After a 20 minute wait, I was called back to try on my glasses but the frames were black
These were obviously not the frames I ordered which were a rosey crystal. When I informed the technician that they made a mistake, she began holding the erroneous order up against the demo frames from the display saying "maybe I could just pop these out. " After explaining to her I would like a new pair of frames with lens properly inserted at their lab her response was it will be two weeks and "we will only do this one time. " neglecting ownership for their error and implying, I some how made an error. Amanda, the new manager was in. She was extremely professional and apologetic. She provided stellar customer service and made me feel valued as well as sincerely interested about improving service. I took the prior review of 1 star down because Amanda was a 5. I'm not sure that I would recommend them but I do have confidence that service at this location will improve under Amanda's leadership. I will likely give them another try. Follow up review to come.

Despite being down staff for the holiday weekend, Molly went above and beyond her role to take me through the entire process from check in to check out. Absolutely best Ophthalmic nurse I’ve had the privilege of having blast air into my eye balls and take pictures of the back of them! Thank you for being very friendly and helpful!

Simple eye exam took over 3 hours. Came in at 12: 20PM, sun was shining. Left at 4, sun was setting.absolutely ridiculous

Only thing that is bad about this place is the wait time is outrages other than that I never had a problem with them…

Been going here since I was a kid, always knew this place was slow, thought it was just me. Am 19 now, was gonna come here but I rather take two buses and walk then sit through another 2 hour drag. What an embarrassment, they haven't gotten it together since 2012, doubt they will now. Better off going to another one until they close this hole in the wall up. (Lens Crafters is AMAZING)

On 2 separate occasions, I've visited with my family to have frames adjusted and fit to our faces. I found the staff to be very friendly, patient, kind and knowledgeable. The staff we had assessed the frames on our face before we ever sat down for a fitting and knew adjustments to make that we didn't even know were an issue! It was 2 of the best experiences I've had with a visionworks yet! Very satisfied with this location!

Was there from 9: 25am until after 11: 30 am for a new patient routine eye exam. I was never helped with glasses like I was told I would be. They argued over who would. Decideded to take my buiness elsewhere. Staff couldn't work the testing machines, didn't know passwords, couldn't collect my copay and struggled to print my paperwork. Worse experience ever.

I have to see this place have the most Incompetence people working. Lady today seems to have no clue what is going on!

Me being diabetic they showed me everything i needed to know
The video was a little slow but i guess that's bound to happen.the person that helped me did an excellent job.she was very nice.

I visited the Central Avenue location in Albany this weekend and had a terrible experience. The staff were friendly however the service was incredibly slow, they were understaffed and the system was not working properly. I got there at 2 pm and left the store after closing at around 6: 30 pm. The worst part is that my new glasses couldn't be ordered due to the system not working properly. So I had to follow up to complete the transaction on the phone. Do not recommend this place unless you are willing to waste all day waiting around.

The worst service ever, I waited for 2hours to have my glasses adjusted, a lady dropped off her son's glasses 5 now 7hrs ago to have a screw replaced, she is still waiting. My glasses are still not fitting well I had to leave. I will never buy glasses here again. I spent $700, just wasted my money

Got glasses from here that broke 3 days later. Went back to get a replacement and I wanted to make sure that they do not charge my insurance company and rather honor their policy of hundred day change of mind. I spoke to Ester who game me attitude from the beginning. She then had the audacity to tell me if I understand what she saying and told my stunned son (more than once) to translate to me. Just because I have an accent, it does not mean I don’t understand her. I am an educated Siena College graduate, and she is the one who needs to educate herself on how to speak and respect her customers! Her basically yelling at me, her quick frustration that the glasses don’t fit right, and whole domineer is an embarrassment to her and the company.