Visionworks Mill Creek Square, Lancaster PA

Confirmed my appointment through text and then my appointment was mysteriously canceled the next day (the day before my appointment). I was told I can't get back in for 2 months.

HORRIBLE. HORRIBLE, HORRIBLE wait time! Do NOT go here! Had an appointment at 11: 40, just had to walk out at 1: 10 because I had to go! The two guys working there were nice, but I couldn't believe the wait time! An hour and a half and still not seen. Ridiculous and will NOT be going back.

Go to a real optometrist, this place is not where you want to be to ensure you have the correct vision. You video call with an eye doctor at this place, there are no doctors on site. The place is very poorly managed, understaffed and not professional. Had to go twice to get the correct prescription, waited for an hour and half both times despite arriving early. One of the worst run businesses I’ve been to in years.

I arrived at 10: 40AM for an 11: 00AM appointment. I was seen by a *telehealth* optometrist at 12: 40PM, and wasn’t out of the building until 1: 15PM.

A small delay is okay, but nearly two hours is disgustingly unacceptable. I had another appointment scheduled after my eye doctor’s exam, which I missed and paid a cancellation/no-show fee, due to VisionWorks’s incompetence in their own scheduling department.

When I explained this situation to the manager, she was sympathetic to my situation, but couldn’t do anything about it. Managers at this store were unauthorized to give any partial discounts or provide any additional services due to the inconvenience. She additionally mentioned that there are about ten (10) optometrists performing telehealth for ALL VisionWorks locations, further exacerbating the issue.

Assuming I can find another optometrist that is willing to take my limited insurance, I will not be returning to VisionWorks.

If I could give zero stars I would. It is impossible to reach anyone at the store via phone. It just transfers you to a call center and no one there can do anything. Messages were left for them to call me back tomorrow w and its radio silence. So if you want a major headache, and enjoy wasting your time off to sit around and wait for help that could have been answered with a phone call this is the place for you. If not I'd strongly recommend going somewhere else

Just came on my time of my appt and they say I’m not in the system. I show the lady my confirmation email and they tell me that someone else get my spot when I’m literally waiting 15min there! And the place in EMPTY! This is my first and last time here. Worst service ever. How is posible that someone take my spot when there no people in there and I’m there waiting for my turn! Is ridiculous!

AVOID AT ALL COSTS! They issue expired contact lenses and have unprofessional employees.

They gave me expired contact lenses as a trial. And I mean expired by about two years. Only when I put them on and started having side effects, did I happen to notice the date on the lenses. I called but it is next to impossible to get someone on the phone at this store.

I filed a complaint with headquarters. Finally, I went into the store and publicly informed the manager of the issue. She said she'd ship out contact lenses to me by next day shipping. Three weeks later, they have not arrived. Once again, I can't get anyone on the line.

This place is a detriment to the public and should be shut down.

My daughter and I spent 3 hours on a Tuesday evening waiting for 2 eye exams scheduled months ago. Our appointments at 3: 20pm, finished at 6: 20 pm. Unacceptable wait time. Other customers were so mad and left the store very upset. Telehealth doctor was so hurried that she never even gave me a prescription for contact lenses which is why I had an eye exam in the first place. Once the doctor hangs up the video chat, you’re completely cut off. I have never been able to reach a live person on the phone. But instead I am left on hold for an hour or more. The two women employees who were there in person were very nice, but even they were equally exasperated by the short staff. Hire more workers please and get a live human doctor in there!

I went into Vision works Mill Creek this past Saturday because my dog got a hold of two pairs of my glasses. I needed new frames for one pair and new lenses for the other. After 20 mins I was asked what I needed help with and after telling them I was directed to sit down at a table and I would be helped next.
An hour later and no one came to talk to me or help me. So after getting a hold of the original individual who sat me and asking what was going on. I was asked whether I had checked in, by the person who checked me in. She informed me that she completely forgot about me, and she would get to me as soon as she was done with the current couple. Another 15ish minutes later and a gentleman stepped in to help. It took another 40 mins for him to look up my old frames and figure out what to order to get them repaired. It was only once we got to the end that he informed me that my bill was going to be $527 for the lenses and frames replacement. Perspectively, I paid just over $300 for the 2 pairs new. Got there at 9: 50 and left at 12: 23. Needless to say it wasn't a pleasant experience. I'm currently trying to contact them by phone to cancel my order because they elsewhere after looking at my other options. I've had the time to write this entire review while being on hold, a solid 23 minutes at this point.

Also, their bathrooms were a solid 1/10. I felt more comfortable using a porta potty at a county fair than the residual of pee and fluids that were on the toilet seat and surrounding floor.

It's clear that they are extremely understaffed, as is the rest of the work force right now, but to have such a neglected experience just to replace glasses that I already have is unacceptable.

This is the worst eye care service I have ever had! Manager is rude and tried to push me to continue using Multi-focus lenses when I told this store last year I did not like and did not want to wear Multi-focus lenses after my trial wear last year! Not only that, I learned that over the last year they did not change my prescription to distance lenses only and continued selling me Multi-focus lenses (more expensive) with only distance prescription. Total malpractice by this store!

DO NOT GO TO THE VISIONWORKS ON LINCOLN HIGHWAY! They are understaffed and incompetent. I had two different appointments for my sons that were an absolute disaster. First of all, the online form you fill out doesn't transfer the data correctly into the system so don't waste your time filling it out. You will repeat everything to the check in person. Second, I told the person that checked us in that my son needed a glasses and contact prescription several times. We went to several people for different tests and assessments before "seeing" a doctor online. Not once did they ask about contacts. Each person did their job and never asked once what my son needed and wanted. By the time we were done we only had a prescription for glasses. We were told to come back for contacts and by the way you can't get another appointment for at least a month! Ridiculous! Next day, I took my older son. His appointment was at 5: 20. We sat there for over an hour before we left without being seen. The office was so behind! At 6: 20 they brought back the 3: 30pm patient! I also watched a women sit and wait for an interview for a job (which they desperately need people). They kept telling her they would be right with her but they left her sitting there an hour before she got up and left too. DO NOT GO TO THIS SITE! I will take my business elsewhere.

They canceled my appointment which is a month away because of “staffing issues. ” They didn’t even bother to try to reschedule my appointment. I can’t get through to anyone when I call.

I had an issue with my Insurance today and Bailey was absolutely amazing. Her patience helping me sort through the issue was more than I could have expected. She was a saint. All the workers there were so nice and helpful. There was a gentleman there that was kind and another female tech that answered all my questions. Highly recommend

I scheduled my appointment in September for November 12. They called me the day before the scheduled appointment to tell me there were no doctors at the Lincoln Highway location. I didn’t even know there there were virtual appointments available until I walked in today asking for my last exam so I could go somewhere else. Poor communication. Poor service. I feel terrible for people who have no other options but to go to this place because of insurance purposes.

If I could give zero stars I would. It is impossible to reach anyone at the store via phone. It just transfers you to a call center and no one there can do anything. They tell you that you just have to go in and wait to get your answers even when you are checking on an order that was placed 3 months ago. You cant even cancel an order without speaking to the store. Messages were left for them to call me back two weeks ago and its radio silence. So if you want a major headache, and enjoy wasting your time off work to sit around and wait for help that could have been answered with a phone call this is the place for you. If not I'd strongly recommend going somewhere else.

I have never seen a more unprofessional workplace. Can never answer the phone and the customer service reps aren't much help either. Moved away and need a copy of my prescription but can never get a hold of anyone!

Don’t waste your money at this place. I tried to get glasses and contacts and they never put in my contacts. And now I’m stuck waiting almost 3 weeks for anyone to even give me an answer to fix it.

I just came from Visionworks at Mill Creek Square and was helped by Lisa with my glasses. She was an excellent person. She both helped me and was polite and professionapl

I had an appointment for Saturday 12/3 which was cancelled by the store. I called the store number and was redirected to a corporate scheduling service. I rebooked for 520 pm on 12/7 and when I arrived at 515 found a note on the door that they close at 5. Of course there’s no available times before the end of the year which I would take responsibility for IF I didn’t have an original time slot booked for 12/3 that the location cancelled. Left work early too for the subsequent 520 appointment so yes I’m venting but this isn’t right.

This is the second time I had an appointment and they called and said because of staffing they have to cancel. The lady also was rude. Would give 0 stars if I could.