Empire Visionworks, Rochester NY

This place is HORRIBLE. I am handicapped and was hobbling in on crutches and was 8 minutes late for my appointment. She said I was late and couldn’t take me and I explained that I had trouble parking and getting in. And the front desk admin said, “Not her problem. ” I would like to speak to the manager of this office so this individual does not discriminate against other disabled people like she did for me. She does not belong in the customer service industry with this attitude. I am infuriated and will NEVER come back.

Reiterating what others have said - really poor customer service and wouldn't recommend going here.

Do not, I repeat DO NOT GO THERE. Self proclaimed no help and the help they have do not have a clue what they are doing. I am not posting this review out of anger just trying to help someone else spare them the pain of what I go through their. DO NOT GO TO VISION WORKS HENRIETTA. I walked in at 9: 00 am when they opened. No one there. Watched an employee put her make up on. This frustration happens all the time. I think I’ve learned my lesson this time. Do not go there.

I would rate this lower if I could. The lenses are cheap and the frames are garbage. They don’t treat you as a person, just another cog in their insurance billing wheel. Took my script to LensCrafters and ordered nice glasses and had a way better experience. Also, the script they gave me was wrong. So I paid to have them done correctly. Lesson learned!

Waited nearly an hour with no help. Person arrived after me called before me. Staff standing around. Overall condition of site dirty. Glasses samples were dirty. Restroom was filthy. We walked out.

Can’t even bother to talk to you when you call. It’s a stupid digital phone tree. Forget it. If I’m not worth talking to I’ll take my business elsewhere.

This place has the worst customer service. The wait time is crazy, 2pm appt still waiting at 420p. Why you say? This was the first to get us in and glasses and exam were greatly needed. But not at this expense. Plus they could stand to get some cleaners in to sanitize, carpet filthy and stained, no wipe down between customers. In too deep to get out. But we WILL NOT come back here again. You've been warned

This place quite possibly has the worst customer service I have ever experienced. Not so much the nice lady who helped me in the store but once you order glasses good luck getting any updates on their progress and when you try to contact them expect to wait on hold for hours until you give up and hang up. They told me two weeks for a pair of glasses and its been over three and I cannot get a hold of anybody over there. Terrible experience.

Wish I could give 0 stars. No type of customer service at all. If you expect to call and get an answer on the phone, think again. You’ll be waiting 30+ minutes and eventually hang up because you have other things to do. Absolutely horrendous.

Frame selection: 5/10
Customer Service: 0/10
Timeliness: 0/10
Quality: 2/10

Unbelievable. My first appointment was on 9/5. I spent about an hour waiting for a eye exam that lasted less than 90 seconds. Then, shockingly, when I drove out for the second time to get my glasses 15 business days later, the prescription was wrong. I told them these are wrong to which they replied "Just wear them for a couple of days, maybe your eyes will adjust. " That is not how this works. Prescriptions are either right or wrong. If my eyes could just adjust why wouldnt they have stayed adjusted to my old prescription? Just get the prescription right and if you don't, own up to the mistake. So, I had to make ANOTHER appointment to come back a third time to return the glasses. Thinking I would have another eye exam that day. Oh no, no, no! On my third visit, even though I was literally the only customer in the store, and I had already seen the doctor walking around in the back of the store. I was told no, you can't have an eye appointment today you have to make ANOTHER APPOINTMENT because the doctor is busy. Also, while trying to return the glasses to get new lenses the lady helping me tried to tell me that my vision is supposed to be blurry at 20' when I pointed to a sign on the wall with two inch letters and said that sign is really blurry. To which I said Oh it's supposed to be blurry? Then why is it crystal clear through my other eye? Which was met with silence. My fourth appointment comes and I sit in the store for almost an hour and a half waiting, finally get a real eye exam and I am told I get to wait another two weeks to get lenses again. No expedition of the process at all, just have wait two more weeks which is actually 15 business days aka 3 weeks. Here it is 10/22 and I just drove back for a fifth time got my glasses and the prescription is good, but while I'm looking over my new glasses I notice the frame is bent and there is a gap atbthe top of the lense. THIS ALLOWS THE LENSE TO VERY EASILY FALL OUT.this place is absolute garbage. Waited over a month and a half for my glasses and you still can't deliver any sort of quality. I'm absolutely not driving out to them ever again. Visionworks is awful, I will never buy glasses here again. If I could give 0 stars I would. This place is the worst. Lenscrafters > visionworks.

I have been a long time patient here, and have always felt like everyone here would do whatever they could to help. Things have changed so much over the years, not entirely due to the fault of this specific location.

Their phone and online systems are not adequate. You have to play games with the corporate phone line to try and talk to a person and you may or may not have success. It takes several calls where you sit in a cycle of wait time, which can go on for hours.

During my recent visit, my appointment got canceled due to an online error. Because I was in a meeting, I couldn't answer their call and had to try 4 times throughout the day to get a hold of someone several hours later and lost my appointment.

When I did arrive for my children's appointments, I inquired about ordering a pair of glasses and they couldn't find record of me being there since 2018, despite having an annual visit at this location every year. This means I can not get my prescription or other information. Even my insurance shows record of me being here.

Sadly, you've lost our family as patients and loyal customers. I am sad because for many, many years, we have trusted those who worked here and appreciated their patience with our young kids.

I do not normally leave negative reviews, and do not fault the associates who work here, as it is clearly a management and corporate issue. I have tried to be patient with some of these issues over the years, but rather than the company rectifying issues, things continue to get worse. The company clearly does not care about those who use their services.

I do appreciate the years of good service that we received, but we will be finding a new eye doctor.

This is my last visit to your outlet, my family & I will no longer be a repeat customers. Dr's are too inconsistent. The reviews says everything

I arrived 10 minutes early for my appointment that was scheduled well in advance. While I waited for my appointment, a couple came in looking for replacement sunglasses since theirs flew off their boat.

After waiting an hour for my scheduled eye exam, it took 5 minutes. In those 5 minutes, they started working to check out the couple with the sunglasses who were walk ins. It took an additional TWO HOURS to get my glasses ordered and check me out. Despite having four people at the front desk, only one was checking out customers.

Now it is 15 days since my appointment. I still do not have my glasses. I have tried to call 3 times to figure out why they are delayed and get an ETA, but have waited on hold for 20 minutes, each time, before just hanging up.

Very disappointing experience.

I wish I would've read these reviews prior to going there. Half the staff seems like they have no desire to help you whatsoever. I showed up early for my appointment and they took me in 45 minutes past my scheduled time and it took another 45 minutes to be cashed out. It's been 2 weeks and I still have no status on my glasses order and I can't even call and ask because no one answers the phone. The selection is also very limited there. And they tried to charge me for something they claimed my insurance covered but didn't. 10/10 would not recommend.

I waited in the store for over 2 hours. When the last customer finished, I thought that I would be next. Sadly the optician walked out for her 1 hour lunch break. The store was empty except for me and the desk clerk. She suggested that I go to another store. I called and checked to see how busy they were, and they were clear.

The worst place to go. Made us wait for two hours while they did nothing at their desks. Still haven't sent me my new glasses and when you call the office no answer. Would give them zero stars if I could.

Can we do a zero star please? ! Their selection is limited, and the glasses are poor quality - customer service leaves a lit to be desired. Unfortunately, they are pretty much what my insurance allows. Their optometrist are rude and rush through exams. I've finally given up and go to lenscrafters. I rather pay for good service than receive free poor quality merchandise.

My son is a type 1 diabetic and on Medicaid, as it's the only way he can afford to keep himself alive. He woke up with an issue in one of his eyes and went to this place last week. They treated him like he was less than worthy of care because of his insurance and financial situation. They refused to give him a desperately needed referral for a specialist over $19. $19 effing dollars. I called and paid the $19 that is apparently going to make or break this company within 15 minutes of him leaving the office, and we still have yet to get the referral that we so desperately need. You're disgusting Visionworks.

Don’t be in a hurry! Been here for a 2: 20 appointment. The eye doctor finished in about a half hour. Then two people came in after us were taken first. At about three pm one optician left, one came in. Then took a walk in. Then took very long with walk in. I don’t know why they would take walk ins instead of people already here with appointment! So if you have a about three hours to waste make an appointment. Still waiting and it is 4PM now! Bad customer service. Don’t go here!