Empire Visionworks The Crossings, Clifton Park NY

Dr. Nguyen was super kind, helpful, and overall very competent. I am not sure what piece of the puzzle has so many low reviews but I was pleased to get right in, be well taken care of and choose a pair of glasses. It cost around as much as I thought- if you want to pay less you could go to Walmart but my insurance was accepted for a partial pay so it was fine. No one was overly pushy about frames or lenses and the help picking a pair was nice.

Very friendly staff and service is very satisfying.
They hear all my concerns regarding my son’s vision and tried his best to help.
From the receptionist to the Dr everyone is so friendly. Definitely bringing my other family members here in future.
Thanks

Very poor customer service, staff needs training for handling issues, clear communication, and setting expectations with their customers. Manager is rude, same guy everyone mentioned on the reviews with glasses is super rude. My first appointment was great, doctor and the lady who assisted me were very Professional and I had great service at that time. Today I returned to pick up my 2 pairs according to an email I received it said they were ready. Entered the store they took my name and asked me to have a seat and wait. No information on what will happen, what is the wait time or who will be handling all these. Then I asked why I was waiting I was there to pick up my glasses, the guy at the front desk said, they will do a fitting, I said I can’t do the fitting if I am going to wait long and asked them to give my glasses. Then he handed me one and honestly I didn’t hear him well, I thought he said (then I learned she was the manager) it was being checked in so he asked me to back out or something like that again I didn’t hear him well so I thought she was getting them ready so I waited. Then I went back and asked how long it would take and he said he told me they were not ready and the manager said I had to wait for a text message. I was frustrated and got loud and asked why they wouldn’t tell me that and the manager said “ oh he told you, I heard him “ I said I didn’t hear it I thought he said they were being checked in” she said no he said they weren’t ready. I said well if they are not and I am still waiting here he could have said something to clarify again. She said I heard him saying it. I said this is the worst customer service I have ever seen and the guy with glasses starts laughing. Then I was really upset. I asked why are you laughing you should have said something again, you saw me waiting. He kept laughing. Then I asked them to ship the other pair to my house cause I don’t want to deal with them anymore the manager says it is $15.00. I said you just have to ship them for free cause I don’t want to come here again. She said you have to pay. I told her that this is not good customer service and I will not return there again. Yet another service rep tells me “ Have a nice day! ” I just returned back and asked if they were kidding. I reported the issues, their regional is supposed to call me in 48 hours. If she doesn’t I am returning to that store to return my glasses, no one needs to be treated this way. Customer service is not escalating issues, handling difficult situations is a must to be able to work! Obviously these people are taking advantage of the name of this big Company and thinking they can get away with anything. Good for them, bad for the customers and the other employees who work there…

Couldn't be happier. No idea why some of these reviews are low. The staff is very helpful and professional. And Dr Nguyen is the most knowledgeable, personable, and friendly vision provider I have ever met. Keep up the great work and see you next year!

I’ve been getting glasses here since my first pair in 2015. All staff, including doctors, are pleasant and attentive. I had an appointment at the end of August where ordered a pair of glasses and sunglasses. They were ready a few days prior to the pickup date and pickup went quick and smooth. Overall, I’ve had positive experiences with this Visionworks!

Got in, had my eyes looked at, got my contacts ordered, processed my insurance and was done in 20 minutes. Love this place!

Horrible. They insisted id get the cheaper glasses because “I couldn’t afford it”. Staff are rude but doctors are great. Never again.

Staff is unbelievably rude.lectured me when I showed up for my 1pm appointment because that’s when they “usually take lunch” and I was “lucky they stayed so I could be seen”.
refused to call my insurance company to verify coverage because my company doesn’t have ID cards.then they got upset with me because I refused to purchase frames after having to pay out of pocket for my exam (because they couldn’t bother with my insurance).
the actual doctor I dealt with was so incredibly kind and helpful however.he is the only reason I give two stars.

I had an appointment at noon and didn’t see the doctor until 4pm. Then the power went out so I had to come back to finish the appointment and order my glasses another day. I came back two days later and they lost the glasses I had picked out. I had to come back for a contact appointment. The appointment was 30 minutes late. Then I waited 45+ minutes for them to call my name so I could order them. I don’t blame the store staff; it’s just poorly run. Their phone system also doesn’t work. I had to ask a question and was on hold for half an hour and no one ever answered. No way to leave a message, This happened on four different occasions until I went into the store in person. Will NOT be going back.

Scheduling an appointment is a pain.once you schedule that appointment (which is for months in the future), they will call less than a week ahead and say.oooh thats a teleappointment.cant be used for first time contatcts, event thought you mention it when you make the appoint.make another appoinment, they will call and cancel.finally get your appoint, ohh those are not in stock.its bad.

I had a horrible customer service experience with a white, bald man with glasses (“man”) who wasn’t even involved in assisting me during the appointment, but made rude and snarky comments at me during my appointment (as other reviews mentioned). Although there was a hiccup with my insurance, the other assistants and technician helped resolve the issue and were very patient and accommodating.

However, this man was incredibly rude and unprofessional because he demeaned and mocked me for taking up the staff’s time, even though he was not involved in helping me. I left the location crying and felt racially targeted because I am an Asian-American woman and there is a rise in anti-Asian hate. I will never visit VisionWorks again.

This place is absolutely terrible, the doctor doesn’t tell you anything about your eyes, the staff at the desk are absolutely rude. I will never return, glad I didn’t buy glasses here! The frame selection it terrible and extremely over priced!

Terrible service. They don’t even know how to work there own website and I called them while I was in the store cause apparently there so busy they can’t pick up and there where three counter ladies and I literally watch them ignore the call

I will never go back to this store again. Went and got glasses and contacts, was given a trial pair to come back in a week to pick up my supplies the day before my appoint they called and canceled. Made another one for the following week then an before that appointment they called and called it. Can’t pick up my supplies and my contacts are to be changed out every 2 weeks and told me they don’t know when I’d be able to be seen.so they have my contacts I’ve paid for always and I’m left now without contacts because they can’t give them to me and have no more trials left.

Most unwelcoming place to come too and staff is very impolite and extremely rude beyond words. Will not recommend anyone to this location.

I will never use this place again. Service here definitely not up to par. I got three pairs of glasses from here, two for my son and one for myself. I had to call them 2x to see if they were in because no one called us after a month. Low and behold they were there. When I stopped in to pick them up they had forgotten to add to the bag my sons 2nd pair of glasses to the bag. When I got in the car and inspected my sons first pair there was a chip in the lense. My question is why wouldn't they get inspected by someone when they came in? And why do I have to call you to see if they're there? Not happy with lack of service here.

After hearing feedback and reading reviews about this company/location, I will honestly say my expectations were very, very low. I only setup an appointment here as the location took my insurance.

When I arrived the intake employee was extremely nice and welcoming and took me through the pre-check in. I then met with the doctor (Dr. Nguyen) who turned out to be honestly the best and most personable eye doctor I have been to in my life. This was the only time I can remember having a very positive experience when meeting with an eye doctor.

After the appointment my wife and I met with Kasey, who walked us through our options/pricing/etc. She was extremely helpful, professional and fun to work with.

Overall, I wish I could have given my experience actually > 5 stars. I cannot speak to the other reviews here, all I can say is maybe I went on a good day and met with all the right people.

Very poor communication. Booked an appointment a month ahead of time. The day before the appointment, I am notified that it will be a telehealth appointment followed by a dilation-replacement test which is required, costs extra, and can take up to 2 hours to complete depending on internet speeds. I attempted to call the office to ask questions about all that and provide insurance information. I called during business hours and was placed on a long hold followed by a transfer to a corporate call center.

Easy decision to cancel my appointment and go somewhere else.

Literally the worst place to go. The people are so rude and the service is horrible. Hard to get an appointment, hard to talk to anyone from the hotline, had to drive all the way over, they were incredibly rude. Not helpful