The staff was super friendly and answered any questions I had! The blonde and short dark haired woman that helped me when I first walked in were super sweet and so helpful although you could tell they were slammed between other customers and what looked like cleaning glasses. It was quite busy (as I stated) when I stopped in for an adjustment but I waited maybe 5 minutes before Steve Cummings called me over. He was so polite and made me feel comfortable. Definitely will be returning and recommending to family/friends in the area!!!

Overall, it was decent. They now use teladoc, that was different. No doctor touches you. They do seem to be understaffed. There seems to be quite a turnover.

Melissa was wonderful! She helped me pick the correct glasses options, explained them all accurately and kindly, and made the process enjoyable. I would definitely recommend this store, and if you are lucky enough to get her, Melissa as your glasses salesperson.

Steven Cummings is a consummate professional. He is well educated on services of Vision Works and is the best representative I have come in contact with at Vision Works.

I have rarely encountered such a level of incompetence as I have during my 2 visits to determine my insurance coverage and amount of said coverage. After wasting 1.5 hours trying to get a simple answer I was told (after I took the initiative to call because no one got back to me as they said they would...not once but twice), Amanda told me maybe I should call my insurance company if I needed an answer. So Ill do YOUR job Amanda and will call. Then Ill make sure both myself and my wife never spend another dime in your store. Ill drive to Syracuse rather than patronize this location, or go to another eye glass provider.

Unfriendly and unhelpful staff. Intake person had all contact information wrong. Staff unwilling to correct spelling of my daughter name. Was given wrong information about when eligible to get frames and lenses and forced to get something bigger cause will need for two years when insurance allows for glasses and frames.

Been on hold over half an hour, hung up on n put on hold again. They ASSume everyone has a computer, internet or smart phone which is not true for all. Last time we were there they let a bunch of other customers be seen in between my kids so what wouldve been a quick eye exam ended up being 2 hours long and my husband was extra late to work. Not to mention they ALWAYS have issues with your insurance no matter what type. The customer service at Cortland empire vision is HORRIBLE!!! We will most likely be taking our money and service elsewhere.

No one wants to answer the phone? People like to talk to humans not freaking computers

Uneven service. This store allows walk-ins & it was ridiculously busy for social distancing standards. They are not concise in their frame try-on (or should be Do Not Touch) policy. They hand you a tray & tell you to put frames in it. I misunderstood this policy. If you touch ANYTHING, it needs to go in the tray. Not thinking about it, I tried on a pair of frames & had a technician YELL across the store at me to get the frames off the wall because they’ll have to strip everything & wash everything if they get left there. As previously mentioned, the store was packed & embarrassing me was completely unnecessary. Simply walking over & reexplaining the point of the tray would have been a better way of doing things. Not to mention, the CDC said last week you DO NOT get COVID from surfaces!

During my last visit I noticed one thing in particular. That being that the new doctor is rude, condescending and arrogant. So much so that his ego far outweighs his ability as an optometrist. I will never go back, especially for that reason. I highly suggest finding another physician because this one is not worth it. The technicians, I adore. Unfortunately, the young doctor is a jerk, regrettably so.

They let these people care for others eyes?! 😳 Rude receptionist and entire staff appears to be incompetent and under qualified.

If I could rate lower I would. I had my eye exam 4 months ago and got glasses which the quality is terrible but I guess you get what you pay for. I decided not to get contacts then because when I got to check out I was about to pay $500 out of pocket with insurance without them telling me how much I was paying prior to them checking me out. It took me 2 hours for an exam. I call today for a general question about wanting to purchase contacts and about my prescription and how I would go about it, they assumed I didnt have my exam again with a nasty attitude. I asked my question one more time and they continued to try and argue with me about it... why argue? Why is that the first thing they want to do over the phone? Then they ask to put me on hold..... I have now been on hold for over 50 mins currently! Terrible!! I tried calling again off my work phone and now nobody will pick up. Did not call to argue I called to buy contacts.. I will be having my exams elsewhere from now on. I have never been treated so poorly.

Extremely slow half the time the line is out the door. Very long wait times just to order something I ready have a prescription for. If possible do not come to this location unless you have all day. Very disappointed this is the 5th time in the past 2 months its been like this. Would give 0 stars but thats not a choice.

Got a pair of frames fit perfect in the store. I get them back and its like they measured my head 3 sizes too big. Then when I went to get them adjusted the lady just shaves them down, says she cant do much with them because theyre too wide. THAT WAS THE REASON FOR THE ADJUSTMENT. And they wont give you your full prescription forcing you to go through them to get glasses that fall off your face. Cortland vision works is absolutely horrendous.

Competent and helpful optician. Consideration for upgrading the professionalism of the front office is in order - classic rock/off-color-talk radio on the intercom not appropriate for a medical services facility. Quote for different options was helpful but I had to wait.

This place is chaotic. The optometrist was great. The workers were not. They tend to forget about their patients and rush off to lunch. I’ve waited 7 weeks for contacts. And the glasses I purchased came bent and scratched.Not to mention you don’t get full options of choice. Anyone can go try on glasses whether they need them or not, and then they have to be disinfected before putting back on the wall. I never had more than 3 options while all the other glasses stayed behind a desk.Get your glasses online; Hassle free.

Once I was seen, they were very friendly.

Have family plan with my employer and VisionWorks is in-network. Contacted 3 different locations, none of which would complete an eye exam for a 6-year old. Visionworks either needs to allow people to specify on scheduling appointments that this is for a child, or not partner with insurance companies if they are unable/willing to treat kids under the age of 10. Second, don’t bother trying to call locations. You’ll wait on hold for anywhere from 15-20 minutes and then all phone calls are routed through a phone center. While the employees are cheerful, they are unable to answer basic questions about care, availability, or age restrictions.

Cortland...front desk needs to be more pleasant and not so abrupt, sniffling in her tissue. Dont make your bad day mine! Kinda rude. Waited a very long time for just an adjustment. Taljibg about girl scout cookies and coukd hear conversations to others about peoples ins.

Debbie and Sheryl are an asset to this office, they both go above and beyond

Extremely rude front desk, make sure you make an appointment otherwise youll be here for hours even if you just need something simple that does not require much assistance.

Most of the staff was great. Dr was awesome as well as the person who ordered my glasses. Hope you dont have to deal with Amanda, if thats her real name. Snotty attitude as soon as I walked in. Then couldnt find my appt. I was then told I was pulled of the list for some reason and told me I had to reschedule. Thankfully someone else stepped in and helped me with my fitting. I asked for a customer service number and Amanda gave me the wrong number to call.

I had an appointment at 2:20 today . The dr went to lunch right before I got there for my appointment... I waited 40 minutes after my appointment time and still was not back....I rescheduled finally hope the dr wont be at lunch then

Just walked out after going in to get the nose piece replaced that fell off my glasses. I was greeted very rudely by the employee Melissa Tyler who made me sterilize my hands then told me to go sit in the corner away from everyone. I also wanted to get the scratches removed but was told by the employee there very sarcastically that I dnt take care of my glasses and that scratches are not covered by warranty. I was told several times that glasses are to be handled with two hands not one, and that was the reason the arms were becoming loose, and the reason the nose piece fell off. “You need to handle your glasses properly”. Thank God I got out quick because three people had been waiting in their car for an hour then brought in the store to wait even longer!

Staff were helpful, generous and capable. I was visiting from out of town but left my contacts at home. I walked in and the staff immediately started taking care of me, after a quick jovial jab about not owning a pair of glasses (I admit, I am guilty) and immediately after my perscription was faxed in, they offered me a trial pair of biweeklys so that I could make the 300 mile drive home.I cant thank them enough, without a new pair of contacts I would not have physically been able to drive home. They were kind and helpful with me but more importantly they knew how to get the job done and the did it quickly. The staff here are capable, quick and compassionate.

Within a minute of entering the store (on a fairly busy Saturday), we were approached by an Optician who offered assistance. I already had an exam and prescription from my Ophthalmologist, so this would be an easy process to obtain eyeglasses... and it was. After considering various frames, and the measurements were taken, the process was easily completed. My new frames will arrive within two weeks.The service at the Cortland store was very friendly and very efficient. I have been there in the past for repairs and adjustments, and experienced the same.

Had wonderful service. Looking forward to getting my new frames. Melissa, Steve and staff were great to work with. In the midst of COVID-19, the store and staff are handling the protocols well and making the customers feel welcome and safe.

Very unprofessional. Highly recommend you go anywhere else.

Ive dealt with company in past and always felt rushed. This time was even worse. Staff are not personable. I waited 3 weeks for my glasses that i ordered and paid in full. I tried calling them you can not. I even selected emergency and contact doctor and the automated service sends me back around to original select. Can not email says cant contact that way and the email they say to use does not go through. I go to store in person and the cold reception i received left me feeling negative. She stated they had called and texted me. I had NOT received either! Then i wanted new glasses adjusted to my face and they cant take 5-10 minutes to do that i have to set up an appointment. I am very disappointed. I have spent alot of money at visionworks at Cortland ny and they are very cold. Should not be working with public!

The whole office is so rude and unprofessional. Go to ithaca instead. They scheduled me for 130 then told me the dr was on lunch break.... and that I needed to wait until she got back. Why schedule me at 130 then. The front desk was also very rude and had NO clue what was going on. When I made my appointment I made it for glasses AND contacts. The front desk said oh well, just tell the doctor. I have no idea whats happening.Then the guy snatched my prescription from my hand and yelled you cant have that.Edit: so they ended up telling me I had to come back tomorrow because there was no one in the office who could see me. Even though my appointment had been made for over a week. I ended up calling corporate and theyre gonna deal with the matter. They were very sorry when I told them the situation. I hope someone gets fired.Theyre a mess bro.Dont bother with this place.

Went in for an appointment when I lost my glasses and the service was great. Barely had to wait and the staff was incredibly friendly. Steven the general manager helped me find the perfect glasses along with the best price.

Nobody EVER answers the phone i was on hold for over an hour....extremely frustrating considering they arent ever busy.Edit: 45 minutes i waited the 2nd time i called just for them to tell me they couldnt adjust my glasses. Takes 2 seconds. Ill be finding a new place to get my glasses done this place is a joke

Awesome place to work. Career progression and constant opportunities. Employees motivate one another and are team oriented. Been getting glasses here since I was 11! Glad to be a part of the family. Hope to be back after grad school!

This place is a no go. I havent been in 3 years because of their custimer service in house. Waited over an hour for an appt and they took the person who had an appt with the same dr after i was supposed to go, before me. I walked out. Tried again this year with my son who has sensory issues and they were not child capable. Tried to demand he have the air blow in his eye in a hurry, no patience or give a care, dr. Said he didnt even need it. Was called to pick up glasses today, yes i know its a pandemic but they didnt say anything about having to schedule an appt to get our glasses fitted. The lady passed them to us and said there ya go!..when asked if we get them fitted the reply was we are almost at max capacity you will have to make an appt. No they werent, and when i said why didnt the one calling for me to pick up the glasses say, hi your glasses are ready would you like to schedule an appt to pick them up and have them adjusted? Well you can schedule it now. What? I wouldnt have driven in to get them if i wasnt going to be able to have them adjusted. Communication isnt hard people. Even the lady that walked out withbus said she was pi%&*ed at the communication well, lack of I should say. Will be going to a professional next time what a waste.

Unprofessional! Totally unprofessional! Visited this location to get replacement glasses for myself and my child, and from the very beginning I was turned off! I am not sure how these people are trained, but from what they exhibited it was very unacceptable behavior! Debbie I think her name was, was shouting out my daughter and myselfs budget for glasses to another associate there (in a very loud manner) which I felt uncomfortable with. She also told me she wasnt going to call my insurance to get an authorization, and also used the excuse they were probably closed, yet when I called myself they were still open and I got through very quickly. It was after I, as the customer, finally retrieved and dealt with all of the insurance information, that I got to sit down with the glasses we picked to complete the process. I then saw Debbie getting ready to leave with her bags and it all made sense as to why she did not want to do her job helping!The insurance rep phoned the store while I still had them on hold, and had to wait minutes for no one to come to the phone. I then heard another associate tell someone they forgot to hang up the phone, and to end the call. Mind you, some of those working were just standing around, staring. They looked like they needed more work. I just cant believe how unprofessional these people were. It was late and I had worked all day, kids and I were thinking this was going to be a much easier and friendlier experience. I was not a happy camper.Update: Here I am days later still waiting for a call, once again I had to call them, and still nothing has been done. As if we just need glasses for no reason! Totally done with this place. I can understand that things happen, but not this much, and still no concern about the urgency or everything else prior that went wrong! They need to do better!DO NOT WASTE YOUR TIME THESE PEOPLE THEY HAVE NO DECENT ETIQUETTE OR PROFESSIONALISM!

I went in because my dog chewed up my glasses from the night stand. Amazing how much damage a shi tzu can do! There were a lot of people waiting so I expected to be there awhile. I ended up with the manager after only about 15 minutes. Since the glasses were fairly new, he was able to replace them exactly and he replaced the frame and lenses at the stores expense. Awesome service!

My glasses broke in half and I called Steve and he said come right in. Steve’s Great He worked a miracle for me with new frames. What great service!!!! Thank you so much . The ladies were so nice too!! Steve thanks for going above and beyond helping me in a desperate situation on New Years Eve! Happy New Year

I would like to thank the staff at Visionworks especially Debbie, Steve and Tanya. I came in needing replacement side shields and they did not have them in stock. Tanya made Steve aware and ordered them immediately. Tanya put on the side shields and put on nose pieces as she noticed they were worn. From start to finish I could not have hoped for a better experience. I will continue to be a patron of the Cortland Visionworks and hope others will utilize the level of customer service as the benchmark for future training.

Excellent customer service as soon as I walked in the door! Had only a short waiting time for the doctor and got my prescription right away. While looking for glasses, both Chelsea AND Hannah were very helpful in selecting my glasses and offering their honest opinions. I never felt pressured to buy something I didn’t want or need. I absolutely love the glasses I have now and will definitely come back here again. Would recommend this place to anyone!

Does anybody have a WORKING phone number for this office? Every time I call I get bounced around the automated system until it hangs up on me or it reroutes me to a menu Ive already been to. Shouldnt be this hard to talk to a live person.

I needed an appointment a year ago because I had flex money that has to be spent. Although they could not fit me in, Chelsea B arranged for an appointment with the doctor in a Syracuse Visionworks. He was kind enough to send my script back to the Cortland Office where Chelsea and company then fitted me for new glasses and contacts. I would rate both offices and all of the staff I had contact with a definite 5! Outstanding!

My entire family of five have been customers at Vision Works for many years. We are always greeted with a smile. They have a huge selection of eye wear which is great for picky teens. The staff are friendly and knowledgeable; and we don’t have to wait six months to get an appointment!

Have always had good service here until recently. I dont know how many times Ive had to ask these people to order me a new pair of glasses, not frames. honestly, how many times does a blind person have to tell someone they need lenses in their glasses to see? theyre called glasses for a reason, not frames. will i ever get my frames with lenses? a month now and 3 15 minute unanswered holds and a hang up later.

Very very very slow service, not even sure why we are waiting or what exactly we are waiting for, the communication to the customer on why the wait is so long is non existent. 2 hours for a eye exam that we had a appointment for, why?!?!?!!!! This place is terrible, wait here forever with nothing to do other than to write a bad review

I just wanted to say thanks to the manager and all of the associates that work at Empire Visionworks. I just got a couple of new puppies and they managed to get ahold of my glasses. One lens was really scratched and I was able to get a free replacement since I hadnt had the glasses that long. Thanks it was very much appreciated.

Received a letter reminding me to call for an appointment. Repeatedly called and called during normal business hours. Nobody answered the phone. Really? You can’t even pick up to say you are busy please hold? This went in for an hour!Previously, I had gone in to get glasses. I am entitled to a free eye exam and glasses under my insurance. The sales people are constantly trying to up sell you and make you feel guilty for settling for cheaper glasses covered by insurance.(Added later) So after several years, I went back here. My appointment, which was at 4:00 PM on a Saturday, lasted 3 HOURS! I didnt stay to complete my order, but instead finished it over the phone. FSA asked for documentation, and I called to request that it be mailed to me. The second time, the lady said my letter had been sitting there at the desk and she wasnt sure why it wasnt mailed out, but that she would send it to me. I still never received it, so several days later, I called a third time to request it. Even though it was during normal business hours, the answering machine said it was after hours. I called again. This time I got a representative. After putting me on hold for 5 minutes, she got back on the line and got my order wrong (said I ordered sunglasses, which I didnt). This made me very nervous since I still did not have a receipt from them for what I actually paid for. After this misunderstanding was cleared up, she put me back on hold to find out when my glasses would be ready. I was disconnected and had to call back in. When I did, I got the same representative. She said that my glasses were in the store and had to be inspected, but wasnt sure how long that would take and that they would call me when they were ready. I asked how long that would take and she said she wasnt sure because she wasnt sure then the shipment was arriving today. I asked what difference that made since my glasses were already in the store. She apologized and said she misspoke. Since it was unclear when my glasses would be ready, I asked again to have my receipt mailed to me. Like another person had commented, I have waited 3 weeks and still havent gotten the glasses I paid in full for. I received an eye exam for contact, too, and had to pay extra for that, but was not told in advance that was not covered by insurance, nor what the cost would be. After my initial visit, I went in to get my prescription for my contracts and was continuously pressured to buy them on the spot from them. I will never go back here again.

Very unhappy with one gal, Im quit sure her name is Debbie.I was waiting to have my glasses adjusted and could listen to her and the way she talked to other customers, very rude, it was very busy but she should have been more patient

Im literally just trying to pay for my glasses and have been sitting over a half hour

I have never had to wait for over an hour to have a lens put back into glasses. They were calling people who came in after i got here. This place is bad. Wont come back here again. I dont recommend this place to anyone. Staff is not friendly. I would give zero starts if i could.

I have been coming here for years as well as my 3 kids, and it’s always a friendly experience. The staff connect with you throughout the entire experience and make you feel taken care of during the entire visit! The girls helped me pickout a frame quick and easy!

Place is busy. Need glasses repaired but will not let me drop off glasses and come back. Says they might get stolen. What a joke

Unbelievable experience especially with Chelsea. She has a very bright future. I would recommend this place to anyone. See Chelsea.

Excellent service, get my glasses adjusted there, staff is engaging and friendly. My son has been getting glasses there for years. Great place

We most often work with Chelsea Brafman because our girls are constantly in need of having their glasses adjusted (ages 7 and 8). Shes courteous, professional, and just down right genuine.

Very friendly staff that assists you through the entire process. When looking for frames a staff member personally assisted me and made the decision making process much easier. Overall great experience at Cortland visionworks.

Great service getting new lenses for my glasses

Great service and support for both myself and my wife. My frames broke 1 week out of warranty but they replaced them for free anyhow. Free adjustments and friendly service, ...and I can see again!!!! : )

The one optician - Julie was really great! Friendly, outgoing, extremely helpful! Some of the others there need to take personality lessons from her!

Got glasses fast. Large selection. Good customer service. Chelsea Brafman was very helpful.

Contacts arrived quickly and doctor was very professional and thorough. Staff is helpful, especially Chelsea Brafman.

Very happy with my experience in this store. Love my new glasses and the staff was very helpful.

I had a great experience. I had two Chelseas help me. They were both very friendly and helpful.

Had the new off site dr. Exam and I recomend it. Very thorough and professional.

Customer service fail.... Showed up for an appointment which was put out 2 weeks, get there, and a very rude older woman tells me that they dont take my insurance, I reply that insurance carrier provided their business, phone number, listed on the website as a provider. etc (this is from a large hospital in Syracuse my wife works at) Tells me its not their problem and I need to call my insurance and straighten it out. Rude and no clue on how to work with customers, total pass the buck response, its my problem they dont know what insurance they honor. .. I left in a not happy mood for wasting my time with incompetent people much less the lack of professionalism. Not down the road 10 min, phone rings telling me oh, turns out they do accept my insurance (not the same woman)No thanks, cant handle simple paper work, not going to trust my eyes with them either. Total waste of scheduling a morning around their availability and no clue what business they are in or whom they serve...Reponse: I should make additional effort to contact you? Your corporate office was contacted and your store supervisor on staff at the time, is fully aware and has all my personal info. The fact you dont know the story or have my contact info is further evidence of incompetence.

This place is a joke. They are unfriendly and the service is horrible. Save your money and go somewhere else.

Called on 11/10 for an appt and was told the earliest I could get in was 12/19.Reception said they only had one doctor.Wow.

I always get the best deals and the girls always help me find the perfect pairs of glasses!

Wonderful. Son has had broken glasses now for weeks on end with us trying to get him in anywhere we could. Had today off as a floating Holliday. Called yesterday and explained our situation and these guys said just bring him in. Got here and were told that the doctor is an hour behind but we can hang out and see if he can manage it. What was the point in our phone call? And why if they are so booked that they are now telling us November that someone would say just bring him in?!? This in a series of issues with this place over the years has brought us to the point of getting our service elsewhere regardless the cost and inconvenience. Avoid if possible!

Helpful staff, especially appreciative of Chelsea Brafman and her kind and knowledgeable approach to customer service.

My experience at vision works was very good. my glasses persons name was chelsea

This place is the absolute worst. Multiple times I have sat on hold for upwards of 20 minutes, waiting to schedule an appointment. Will not be returning to this awful place.

Chelsea is particularly helpful, friendly, and knowlegeable. Highly recommended!

Great experience. Quick and friendly staff!!!

I am always welcomed enthusiastically .

Good experience, will come here again. Received good customer service from Chelsea.

I’ve purchased a pair of glasses three weeks ago today. I’ve called and called and called . No one answers the phone. Not happy.

Over an hour and a half here just to get glasses fitted . Outrageous. I was wrong, eye exam an took 2hrs .

Horrible! I just called asking if I could schedule an eye exam and the woman who answered was very rude! Immediatly she barked its GUNNA be over a month, still wanna do it?........ Wow. Horrendous service.

The optometrist took over when my daughter and I were looking for her first pair of glasses and started fitting her for some hideous blue ones that I DID NOT WANT, while I was still looking at frames. I walked out. She wasnt being helpful, she was being rude.

Can never get through when calling, its always a busy line. I almost always have to go to the store to get anywhere with them and they are the only eyeglass company in the area, very inconvenient.

Not a big fan. The doctors there are the unfriendliest healthcare professionals Ive ever met. The other staff is alright, but not really warm and fuzzy kind of people. They mixed up my name with someone elses and that made my contacts order come late. Theres not really anywhere else to go to in Cortland, so I guess I have no choice.

Chelsea is very friendly and helpful.

I have already shared my experience with the manager of the store and also the corporate office and unfortunately I dont think there is anything that will restore my trust in this business.

Very helpful and pleasant.

Just called to check on my husbands glasses, had been 3 weeks today. The very rude women who answered the phone hung up on me before my second question. I have always used vision works, but not anymore. Staff gets more and more rude.

Not impressed waited 2 hours and still didnt get fitted.

Horrible customer service. The older woman at the front counter was condicending and down right rude. I will never return to this establishment and will make sure to tell everyone i meet to look elsewhere.

I dont know

I have been trying to call for the past 3 days and it has ALWAYS been busy!