Empire Visionworks, Vestal NY

If I could give their customer service a 0 star I would. I never receive a call or SMS messaging notifying that my contacts came in. When I went to the location to pick up my contacts, the girl at the front counter took my name. Then told me someone will be with you. That didn't make any sense, because I'm just here to pick up my contacts that they ordered and doesn't require a fitting. I waited for 10 mins while staff at the counter were just doing nothing. I got feed up and went to a different representative and explained to her I'm here to pickup my contacts. She went to the back and got my order. If it wasn't for her, I wouldn't be there for another 30 mins. This place is awful!

Beware of sneaky telehealth appointments! I arrived at my usual yearly eye exam appointment, but they told me it was a telehealth appointment. Apparently they are short-staffed with doctors and are making some appointments telehealth without the patient's consent. I had to reschedule to see an in-person doctor - for two months later. I'm all for telehealth if that's what people want, but Visionworks should be upfront about it at the time of appointment to give us the option.

I thought that I had a good experience. I picked out frames that I loved but was talked out of them because I was told that the reading portion of the lens would be too low. I took my mom to a different place yesterday (she has different insurance) and watched as the optician measured her new glasses to ensure that the prescription was in the right place for her. He explained it all to her and took the time to ensure that the placement of the bifocal lenses would work well for her. I don’t know why I wasn’t measured in the same way. I’m sad and upset now that I didn’t get the frames that I wanted.

I was seen promptly. Dr. Chen took his time and explained everything thoroughly to me. Alyssa helped me pick the perfect glasses but also ones that won’t hurt after wearing. I’m recommending this location to everyone I know. It was well worth the hour drive.

I had a really good experience. It's my first time here in about 7 or 8 years. It was not very crowded. There was plenty of space to move around. The doc was great. The whole staff was very nice and efficient. The optician listened to what I wanted to do and help pick out frames that would work well. I ordered new glasses. If that all goes well, I'll be back next year.

Everyone there was a very pleasant surprise kind helpful and skilled on your Items in the store.

If you can get an appointment with the on-site optometrist, you'll have a great experience. But beware that they're also offering telehealth appointments. I'm not sure how they would work, but I knew I wanted to see a doctor in person.

Stopped in unannounced because my glasses had got bent and the lenses had popped out. They looked pretty busy but it wasn't long before Kaleb took care of my problem and adjusted and cleaned my glasses like new. Kaleb's handiwork is better than any advertising they could buy. My wife and I will be back for all our optical needs.

Great service provided by Nichole, Mikhail, Aaron, and Kevin!

I don’t understand the lower average rating because I’m always pleased when I come to Visionworks. I’m most thankful for the staff’s patience when answering my 100 questions that they get asked all the time.

I had an appointment with them and they canceled my appointment last minute without providing alternate options. Terrible experience!

A very poor experience - both from a health care point of view and a retail point of view. Poor communication skills.

The amount of texts to remind me of my appt was absolutely ridiculous. I got 3 daily text messages (3 appts) every day for a week reminding me of the appt. We were at our appts early and still spent 2 hours.the staff were really polite.

I bought my glasses here last July. I broke the arm away from the frame. I stopped in to see if they were under warranty or could be fixed. I was told they couldn’t be fixed and the warranty expired 3 weeks ago. When I asked to speak to a manager, the woman said she was the assistant manager. She proceeded to tell me the same frame is available for $164.
I drove up the road to Sacco Eye Group, where I have my eye exams & ordinarily buy my glasses. Ken at the eyeglass center looked at the glasses and fixed them for me in a matter of 5 minutes. Sacco is a privately owned business, with reliable & excellent service! Sacco will continue to have my business!

Very good eye exam and service, however the men's frame selection was absolutely terrible. They have more than double the women's selection. That's the only reason I didn't leave a 5 star review.

I received a coupon for discounted glasses with an expiration date of 7/31. When I called for an appointment, I was told the next available appointment was August 31. THEY TOLD ME THEY COULD NOT HONOR MY DISCOUNT CERTIFICATES EXPIRING 7/31 when I asked them… Well, you cannot give me an appointment before the expiration date. They responded curtly, NO. They just lost a customer. Very poor response …. I will not return to this business…. They did not care and had no service recovery response…. They obviously cannot “see” the needs of their customers. I am in my 70’s and need glasses… they did not help me today………