Visionworks

I have been here numerous times over the last 12 years and I have to say, their customer service is excellent. Their return policy is excellent. In a recent purchase, I went in with a prescription for progressives. They filled it, but when I went back, I was unemployed. I told them I needed to change the order to bring down my out of pocket. They accommodated me, not extra cost. Then when I received the revised glasses, I took them home and tried them out. They were too strong and made it difficult for me to work on my computer. So I went back to the doctor (different location) and was able to get my prescription changed to a single vision one, closer to my old glasses. I took the new prescription back, and they redid the glasses, free of charge. Numerous visits, several changes in the prescription, but everybody is smiling. Very few places like this out there. I’ve used their doctor for eye exams in the past and have had no issues. Good selection, great customer service. I will always go back here, time and again. Thank you to the team at this Visionworks location!

This company was previously know as Eyemasters and now is a completely different company that produces a cheap product and shoddy craftsmanship. When I returned to pick up new glasses I didn’t inspect them closely and when I arrived home (10 min drive) I took them off and saw they had left a piece of nylon string hanging loose across the lens of my semi rimless frame. So I returned the next day and had them adjust it. At this time the salesperson who adjusted my frame used a tool that scratched it and left a big shiny spot on the metal frame that looked like the noonday sun. The frames were older so I bit my tounge and left because having peace in my life is more important than an unscratched eyeglass frame. Then a few days later the lens fell out on the ground as I walked through my house. I returned again and spoke to the manager who told me that a thicker lens was needed and would take 10 days to get in. She also told me I could pick out a $ 69.95 frame to replace the one That was scratched, which I declined because mine were $ 300 Guess frames and I couldn’t find anything in their limited collection of frames. In the meantime I was left to drive around with a lens that could pop out easily at any moment and did while I was peering over a sea wall on a trip I took to San Diego. After climbing down on the seawall while my kids cried and wondered if I would get washed away by the high tide rolling in, I retrieved the lens and it was scratched, but since I needed it to drive I popped it back in and made the precarious trip back to my hotel. I called the manager when I returned home and she told me the new lenses were in but no one had bothered to inform me. I went in and was told I needed to come back in an hour and when I returned 5 hours later I was presented with my newly replaced and scratched lenses. After pointing this out I was left to wait for another hour and this time the string was hanging loosely off the side of the frame again. I have now been here 7 times to get replacement lenses and I am tired. Save your time and money by going elsewhere.

I made an appointment to get my eyes checked at the SanTan location. Mary, the Customer Service representative, was extremely helpful. I had made an initial appointment and then rescheduled it for later in the day. I wrote down 2:45.
I got to the store to check in at 2:38 and the lady behind the counter told me (in a not so very kind way) that my appointment was at 2:30 and the Doctor wouldn’t be able to see me. However, she could reschedule my appointment for tomorrow.
Regardless of the obvious disconnect between the original CSR and myself, I find it hard to believe that a service-​oriented company dismisses a potential client after 8 minutes.
I certainly don’t know anything about Visionworks internal policies, but I do know a thing or two about customer service. Not allowing any type of contingency for a client is an interesting business methodology — I suppose it’s quantity over quality?
Fortunately, I will NEVER go to Visionworks.
During my lunch hour I was able to get this accomplished:
Driving to appointment
Missing appointment by 8 minutes
Driving home from appointment
Write an email
Posting an amazingly descriptive review on Unilocal
Calling my Eye-​insurance provider to express my adoration for Visionworks
and finally schedule an appointment with another provider to provide me the necessary Glasses, Sunglasses, and Contacts i need to see for the next year.
And look it’s only 3:12! I suppose I’ll take the three minutes I have left and eat my lunch.