Not a good experience. Online order status stated glasses were ready. Called the number for the location and the automated system told me they were ready for pickup in store. I go there, the optometrist wasnt wearing a mask before sitting down with me. Proceeded to explain they werent ready yet and that corporate screws up all the time. Didnt even apologize, just said they would call me when they are ready. Cant actually talk to anyone on the phone and contact through email is just as bad. Do not use them ever.

Service was not good. Unfriendly receptionist. No one answers phone at the store. Wasn’t told wait time for glasses or contacts to come in. Progressive bifocals aren’t working like previous pair. Doctor did not instill confidence. The previous dr was great 2 years ago. Understaffed

Tried calling numerous time to schedule an appointment couldn’t reach anyone. Made an appointment online for over a month out, got numerous confirmations and showed up to the appointment and was told I couldn’t be seen because I made my appointment “online” whatever that means… She offered some really poor excuses and offered to “reschedule” to which I declined. Judging by the reviews I’m not the only one who has received bad service and business. Just stop wasting peoples time.

A bad experience. My daughter wanted blue contact lenses. She suffers from depression and social anxiety. She is 15. We agree to bay them to cheer her up. I thought this was a respectable place. After several weeks of saying yes to our constant questions and wasted time. Taking a course on how to put them On and take car of the lenses. They waited to charge the bill to say that is not possible to have it on color. And that there is no refund. They charged an evaluation that they did not do. I ended up with a year of a products that is not what we wanted. Seriously!!! I am very upset and disappointed in this placed. 😠😡🤬

Dr. Shulman is an amazing doctor! He’s the only reason I continue to go to visionworks. Trying to reach anyone at the site by phone is difficult at times…

Ordered contacts over a month ago, they were supposed to be here in two week. I have tried calling multiple times, tried to email and even went there to get an update. The representative told me to come back another day because the person who handles contacts wasn’t available. I still have no update.I did email you guys, I even sent a follow up email and have not heard back since.

This location is a joke they never answer their calls even if store is empty or even with one or two customers because I stopped by and call right from outside and lady at the desk wasnt even busy and when I asked why didnt she answer calls she simply said she was busy. You can simply call 10-15 times and no one will pick up

WORST Customer Service Experience - EVER.Have been waiting for over a month, since my eye exam, for a pair of trial contact lenses. No contact / no communication, whatsoever, from the store personnel.So, Saturday, I make a visit to the store to inquire about my trial contact lenses. Receptionist cannot find any sign of my trial lenses. She takes note, with my info. that she says shell pass along to customer rep. Assures me Ill receive a call come Monday.Monday comes, NO call, so I reach out to the store. First time, someone answers, does NOT identify themselves, and hangs up the phone, after 43 seconds.I call back, wait on hold over 20 minutes, until call is transferred to call center rep.Call center rep. takes my info. assures me info. will be passed along to store rep. who will call me back.Today is Wednesday, still no call from store about my trial contact lenses.Meanwhile, I do not have a valid prescription for lenses, because I havent tried trial lenses, to see if they work properly for me.This, after having paid beaucoup bucks for an eye exam, yet I dont have a valid prescription from this store.I dont fault the Dr., Dr. S. at the store for the problems.I directly fault the customer reps. at the store for NOT wanting to work, apparently.IF I can ever receive my lens prescription, which I have already paid for so I can purchase lenses, I will adamantly warn others to NOT use this store for their eye care needs, AND I, myself, will no longer do business with Empire VisionWorks.I will take my business, and my monies, elsewhere, and spend them where hopefully the store personnel are customer focused, instead of being is it time to leave? focused. Alleged customer service personnel at this store appear to care not one whit about the customer, other than taking their monies, that is.WORST Customer Service Experience - EVER.Do NOT go to this store! Do NOT do business with this store!You WILL be disappointed!Thank you.

No one will answer the phone. You sit on hold for 10+ minutes and never get to speak to a human at this store. This has happened many times. I will be trying other locations moving forward.

Customer service is just horrible. Like they are forced to work. Cashiers never smile. Act like they are doing favour to customers.

Came here for a an appointment after I broke a pair of glasses. There is a bit of wait for an appointment but honestly its worth it. The doctor is great the staff they have is helpful, cheerful and chatty! I will be comg back here for future pairs and for my family.

We booked an appointment over a month ago and we arrived at the appointment just to be greeted by some rude workers saying “ you’re not in the system . The website is down . There’s not doctor in today “ but I wasn’t contacted and told that! If the website isn’t working like they claim it is then go in and fix it!? It’s not a hard fix

Tried calling to make an appointment for eye exam waited 20 minutes the first time no one answered, 2nd time same thing, 3rd the same. Tried to do it online git as far as the calendar no appointments were available all the way to January 23 there was no availability. Now I darn well they arent that booked. So I gave them one star.

I hate to post bad reviews. The good was the doctor was great staff was helpful in the store. They were able to get me contacts that stay in my eyes and not fall out.The bad, I went through my trial pair of contacts, tried to call and order some 45 mins on hold i hung up and tried online. Opened an account but still no prescription to be able to order contacts. Tried chat support they couldnt access my prescription. They said store would call me. 3 hrs later they havent called so i have called them again. 30 mins holding so i wrote this review.... im still on hold!

Dr. Shulman is the kindest eye doctor. He takes his time with each patient and answers any questions. The staff is extremely friendly and helpful. So happy to have found such a great place!

They keep you on hold and do not answeryhr phone. After a month wait I show up for my appointment and they cant find me. Its the following day now I get a text saying sorry you missed your appointment yesterday.. Very bad service I was still calling them by the time I walked in. All you hear is ring ringAnd the employees are sitting there. Not a good experience at all.

Dr. Shulman is awesome! And Jess and Joann up front are the best!

The staff at this site is awesome! The customer service is impeccable. They are warm, friendly and welcoming. They are very professional and attentive. If you are looking for great and fast service I would recommend this site.

Saturday 11/21/20 arrive early for a 10:40 am appt. that was acknowledged via text from visionworks. My presence in the store was not acknowledged for over 15 minutes. I finally had to ask if I was going to be helped. The 2 people I spoke to, Cate and Colleen were rude and made excuses. 1 of them was the customer service person, the other was the manager on duty. I had to ask the CS person to see the manager after she was dismissive and argumentative when I asked her if she had seen me or thought I may need help. The Manager on duty came out ready for an argument. She aggressively asked me what she could do for me. I said a simple acknowledgement of my presence in the store. She said her employee was busy. There were 5 customers in the store and 3 employees working. I think a simple Welcome to Visionworks I will be right with you wouldnt have added to the employees workload. Common courtesy goes a long way with customers. My family has been a customer at this store for over 10 years. We will be pulling all of our business from this store and Visionworks as a whole. Some form of customer service could have rectified this situation but alas, I asked for the store managers card, Jess Tesoriero, there was no phone number on the card, must not want to be bothered with customer issues, I called visionworks customer service and was on hold for 45 minutes before I hung up thinking to myself well at least visionworks is consistent in their lack of customer service. I will be sharing my experience via word of mouth and social media. Very disappointing after so many good experiences at this store in the past.

During this time of COVID, this was a pleasant and comfortable experience. Was greeted by Jess and all associates were pleasant and patient. Cant wait to go back for pickup of glasses.

Had a wonderful experience at Visionworks last week! Josh was so helpful. I had scheduled the wrong type of appointment and he was able to work me into the schedule for the right type. I had my 3 year old son with me and he was very kind and patient with him and helped me keep him entertained during the process. Dr. Shulman was very thorough and professional.

I had my very first visit.. Warm friendly.. very helpful and also so professional... Highly recommed

Honestly Ive been knowing empire vision before they became Visionworks your staff is there is okay they could be better they have you waiting for a long. Of time just to be seen and when I used to get my I done there it was okay they could have did better and yeah they staff do have an attitude problem and I really dont go there and get my eyes done anymore because I dont like the way they treat you so but all in all they are right when they wanna be

Been calling for 3 WHOLE days now no answer ! Literally been on hold 30 mins at a time. Being told to go online to chat with a robot

I love Dr. Shulman, he is so knowledgeable, caring, and explained every step of my examination. I felt that I was in great hands. I also so appreciated the staff - they were wonderful. Everyone, go there!

Had a problem with my phone contacting them for an appointment, today.Finally made contact and they very politely took care of the matter.Thank you Empire Vision Works on Titus for your great help. Jill

Can’t recommend this location more highly. Fantastic customer service, professional staff, atmosphere, and top notch work! Best service and glasses I’ve ever received.

Great place first time there .took all safety measures with covid and staff was friendly and courteous

The staff are so helpful! I ended up having to bring my 6 month old and they were so sweet to her. The doctor provided additional education after I asked many questions. The staff helped me try on many glasses when it was tough to make a decision and nailed it! Love this location.

Love this location! The exam was extremely thorough. The staff has gone above and beyond, in order to ensure that customer satisfaction has been met. Alex made sure that I was completely happy with my purchase and went above and beyond, exceeding my expectations. I highly recommend Visionworks.

The staff when I went in were ok not entirely professional. but calling i wonder if anyone works, every time I call I wait for over an hour twice today I called and Im still on hold taking out of my time to unwind after work. Ive never once seen them that busy that I have to wait over an hour just to get my broken glasses fixed. Im appalled that the wait time is as bad as calling the dmv.

Every time I have come in my experience has always been wonderful. Ellen is the absolute best and John always gets my glasses done fast and is so precise! The entire staff is always pleasant. Thank you all for such a great job each and everytime

Outstanding service!! I know Bausch + Lomb well so I love my eye doctor appointments and always find them informative! Aside from the great experience with the doctor, all of the staff I interacted with were so welcoming (even after I had to call and let them know I would be 5 mins late - they checked with the Doc who they said plans to take after my appointment..still okay to come! Then boom of course I end up being 9 mins late due to rain and rain drivers who forget how to drive..the staff and doc were still VERY WELCOMING!!! I for sure thought I was going to get the boot especially in the midst of COVID. What phenomenal professionalism, kindness, diligence and even exchanged some laughs! This VisionWorks rocks!

When I made the appointment the lady at the front desk told me the Doctor goes above and beyond any other eye exam you have ever had. Well, they delivered! I was thoroughly impressed and easily the most comfortable I have ever been for any eye exam. And the quickest service and the kindest most supportive staff.

These guys are SO great!! I wandered in to just browse frames because I the soonest apt i could get was a month out. They just had a cancellation and for me in 5 minutes later for an exam!! Bonus, big sale going on!! And Dr. Shulman is amazing!!

Everyone is so helpful and professional. Dr. Shulman and the Visionworks staff provide excellent customer service. I would recommend this location to family and friends.

Service was ok, nothing special There’s better choices to get your glasses in less than 2 weeks. The stores are not connected on the computer so if one store has your info and you go to another store the new store has no clue about your prescription. They send away your prescription to be made and it’s slow. It’s 2020 they should probably address these issues.

I had a great experience here! The staff, especially Ryan F., were extremely friendly and helpful and I was in and out of there in no time. These guys know their stuff! I would definitely recommend this location to others.

Dr Shulman is great. Been seeing him for years. Exams done quickly and efficiently. Staff are great and knowledgable. Decent selection.

Excellent customer service every time I come. Fast, efficient, friendly staff etc. I would totally recommend to a friend or family member!

Great doctor but the overall lack of order and professionalism in the front office is so, so poor. Cancelled appointments, long wait times, unprofessional attitudes....terrible! Look elsewhere.

Fantastic. Incredible staff: they are friendly, helpful an knowledgeable. Dr. Shulman took his time and fixed an incorrect prescription from a different location. This is now my only eye care provider in Rochester.

Dr Shulman and team are the best. He takes his time and gives his best at all times. This location is great. Everyone is friendly.

I love this location. The people there are always so helpful and friendly. They continue to give me great service

I appreciate the help feel very comfortable and people are polite. I recommend this location to anyone. I wouldnt change it for nothing in the world

Dr.Seth will sort you out. He was very detailed with the examination. The customer service is great and the girls at the front desk are very helpful.

Great experience from start to finish. Everyone was so friendly and helpful. They explained to me clearly and honestly what wait time expectations would be. I will return here in an instant.

From the start they was helpful and kind. I have recommended visionworks to all my family and friends. The doctors down to the desk workers are great.

The staff is incredibly helpful and accommodating. Josh, the general manager is exceptional! An awesome experience all around!

I had a experience! Came in for an exam & picked out some beautiful frames afterwards. I’ve been coming here for years. Would recommend to anyone!

Hung up on me the first time I called after requesting if I dont mind being put on hold. I dont mind, but just over six minutes later and not even a one moment please in between. Next location. Im getting two pairs and have insurance. $500 sale first thing this Friday morning would have looked nice, Titus Ave location wont get it.

The team at Titus vision works has been extremely helpful including clearing up issues we have had at other stores. Special shout out to Alex the contact manager and Dr Shullman who is very helpful and caring.

In the many years Ive been with DrSchulman for my vision care. He has been more than excellent with the care he has given me, my family and friends. I will and have recommended many people to see him. Thank you Dr. Shulman for the dedication and commitment to the care you have given me and many others. You are greatly appreciated. Thank you

I have been a customer since its location on e. Ridge road. Always accommodating with a few problems .Had an opportunity to work with Christian over the past week. I wish you could instill some of his values and customer service attitude in some of the other employees. What a pleasant experience. I look forward to continuing receiving my eye care through Vision Works.Great job Christian!Terry DeRouen-Santiago.

Staff was very friendly and helpful. The wait was short and the visit didn’t take long at all but I still feel like I got enough attention.

The staff here was very helpful and friendly. Great customer service! Thank you for your help!

So Ive gone to Lens Crafters since I was 10. Ive moved and the one I went to is just too far away now. I tried Reed Eye and was not impressed with their customer service. I just moved to Irondiquoit and needed new glasses so I decided to try Visionworks. I just went their on Saturday and I was blown away. Not only was every staff member super nice, but they were all knowledgeable about what they were doing. The doctor was awesome. I told him my concerns and he did every test under the sun to see what was going on. He had me try on 3 pairs of contact lenses to make sure the fit was as perfect as it could be. No other office has done that. They also gave me the contacts to wear as I was trying on new glasses so I could see myself. Finally someone understands that concept! There were some concerns for my eyes so the doctors is calling my medical insurance place FOR ME to ask about going to a specialist. The appointment did not feel rushed at all. When someone was with me I felt like I was the most important thing in that moment. I had to compliment the supervisor at the end of my visit on their professionalism and extremely good customer service. I will be going here for a long time and will recommend to anyone. I am bringing my boyfriend for his exams in the future as well. Thank you Visionworks for existing and being all around awesome in every category!

No one has ever taken the time to explain my own eyes to me the way they did at Irondequoit Visionworks. Dr. Schulman was so kind and so thorough. Alex was AMAZING to help me understand my insurance options. Dr. Schulman prescribed a new type of contact lens that I had never heard of before that is weighted so that it falls into position correctly and actually fits my eyes! He even felt bad that he had to do that because it would cost me a little bit more money. For the first time since high school I can wear contacts and not feel like I have eyelashes in my eyes whenever I look left or right. They didnt try and upsell either. They just helped me to understand beforehand so I wasnt surprised afterwards. A huge curveball to healthcare nowadays. Thank you Alex and Dr. Schulman!

Great services . Was expecting my glasses the next day (due to busy day ) but they did what they could to get my glasses ready In the same day . Highly recommend .

Two women in lab coats and two other sales girls visible. I was told there was no one to preform an exam for contacts and they dont have any appointments available for over nine weeks... makes very little sense to me. Maybe they need to hire another doc? It seemed as though the selection of frames was vast so two stars on that i guess.

Ive beena customer of vision works in the past and always had good service. Today I went to a new, more convenient location.( Irondequoit) Josh was EXCELLENT!Very knowledgeable.He answered my insurance questions, had an idea an appointment wasnt going to show, called confirmed, and got me right in. After my exam he chose some glasses I might like ...all 3 are coming home! Ryan was helpful knowledgeable and patient. He answered all my billing questions for my eyewear and fit me for my new glasses. He was fast efficient and friendly. I would recommend this location to anyone asking....and even some that didnt!

Dr. Shulman is great! When I had my first visit I thought Rochester was so big, and I would be just another patient. Although, here I am 3 years later and Dr. Shulman remembers my line of work as well as the details from my last visit. The staff here is very helpful and they educate their customers =)

I have reluctantly conceded to wearing glasses & the fact that I need bifocals. The ladies a Visionworks were thorough with a dash of funny! Thanks!

Everyone was very polite and helpful. The optometrist was very soft with both of my daughters and very informative. My daughters felt very comfortable. The selection of glasses was very nice as well.

Ellen Frazier is a long standing employee at Empire Vision, 21 years . She is a true professional, and an honest one. Because I didnt understand about transitioning glasses she prevented me from spending a few hundred dollars which would have been a waste of money. JoAnn is also a benefit to Empire Vision.

Dr Shulman was great, very informative. All the staff were friendly, and very helpful picking out frames.

Don’t think I will be returning back to this location despite how close it is to my house. Was told that I would receive my contact lenses in two weeks. Here it is two weeks later and they have not arrived yet. Wasn’t given a time frame after calling for the status of my contacts just, “We will contact you when they arrive.” I would ask for a refund but I need my contacts and not sure how much longer I would have to wait if I ordered from someone else.

I have been a patient/customer for years and absolutely love the customer service of all the staff. I appreciate their honesty and everyones willingness to educate not just sell me things I dont need.

My glasses were broken and Ryan was super helpful and was able to fix them even though I hadn’t bought them from here. I’m glad that I stopped in! I will definitely be returning here in the future.

The staff there is great! They really care about the customer there. Especially Ryan. Went above and beyond. More people should strive to be like Ryan. Thanks Ryan!

I had good experience here, everybody was friendly and helpful with the exam and picking my glasses.

Everyone is simply wonderful here! Especially Alex and Josh. Will be back again

In May I used Visionworks to fill my eyewear prescription after having cataract surgery. The staff were friendly and knowledgeable and I came away very satisfied with my experience. In August I received a bill from Visionworks that was far more than I was told by the store. I called the corporate office for an explanation and, after being put on hold for a long time i was told that they would resubmit the bill. In September, I called to see if the bill was resolved and I was told that it was denied by my insurance again and I would have to call my insurance. The insurance company told me that the store billed it wrong. I called the store and spoke to the General Manager, Josh. Josh could not have been nicer and he told me not to worry about anything and he would investigate and call me right back. Within 5 minutes Josh called me back with answers and he resolved the issue when nobody else was able to. He showed great customer service and because of that, I will remain a loyal customer and I wanted to share my experience with others.

Zero stars. Zip. Piss poor customer service. Uneducated sales representatives they stated they accept united health care. They dont. I found frames and lenses I paid 197.00 on 03/19/2018. They promised it would be there by friday. No glasses. It took well over two weeks. I requested a refund. The manger was so nasty she ignored my questions. Threw the recipt on the counter stated were done here. Only refunded me 130.00 I asked for my 67.00. She then came back and refunded me the rest. I asked her what do you do about terrible customer service ? She said what do u want me to do. I asked for her boss. Trust me dont waste your time. It was a bunch of clowns with no circus ticket.

Everyone was very nice, they helped me quickly and made sure my glasses fit perfectly.

As frustrating as insurance and doctors can be, my visits here have been anything but.Dr. Schulman is thorough, quick, and answers all my questions. And the front line folks? Wonderful to talk with, and way patient with people like myself who have too many questions, and an inability to make decisions. Alex, Ellie, Airaine and Yarais who always go above and beyond. Thank you!

Great customer service! Thorough examination, Dr Shulman is the best!

Super professional and quick. Overall a great visit, will definitely come back for all of my eyecare needs

JoAnn was extremely helpful and I would recommend this location to any other in this area.

I was instantly struck by the professionalism of the staff and the good customer service that I experienced being given.

I went in for an eye exam,contact and glasses. I left there paying for a fitting fee for my contacts and with NO PRESCRIPTION. Both my insurance company and I got screwed! I do not recommend this business to anyone, unless you like being ripped off. Look into all your charges before you even step foot into the exam room.

Very helpful, great selection, willing to go the extra mile - overall GREAT!

Thanks to the front Desk. So helpful and humour lol thanks for the help

I love coming here. the employees here are very friendly and helpful.

Our experience was awesome they really help educate their customers

Is always a Pleasure to come here they friendly people

After being a customer for five years a new black employee comes on board and refuses to fix my classes and throws me out.and he also called the police I called Visionworks headquarters and they also advised me not to come back to the store motherfukers. They are not sorry they will delete my review Walmart eye doctors have more respect for you

Fixed, cleaned and gave me a case all for free. Super friendly staff, great store.

Another bad experience. Dr. Shulman is amazing and very kind and thats why I keep going back. Had a bad experience again on Saturday and I will not be returning. The office staff just cant get it together.

Great glasses selection but the most unprofessional, unorganized staff every. On the 4 separate occasions I have visited the staff have been arguing. Try another location!

Amazing job and great quality of eyewear.

My insurance only allows me to go to another vision provider. I insead choose to go to Visionworks. Dr Shulman takes excellent, professional care of my parents, my sister, myself and other family members. I was unable to see Dr Shulman this year due to the insurance change, and I couldnt afford the exam AND glasses by cash. What a difference in the thoroughness of the different providers. Mext year I will just go to Dr Shulman and ay privately. Dr Shulman takes his time and asks several questions to get an overall view of health that may effect your vision. He ALWAYS follows up immediatley with any paperwork to my other specialist as well. When my parents had to be referred to an eye surgeon, Dr Shulman was discussed by his colleagues as highly respected. Also, their Customer service is second to none. JoAnne is so kind, professional and awesome about assisting with frames. JoAnnes on sunglasses ended up my choice! His experience clearly shows. I even had my new glasses within an hour an a half. There is sometimes await to see Dr Shulman, but I wont see another provider again. Thank you again. And highly recommend.

Staff is great!!!! Doctor is really professional and knowledgeable.

I appreciate Dr. Schulman he had informed me I have astigmatism.. Y in hell any other eye Dr. Tell me thisthis!! walking blind with wrong Rx all my life. Smh. Thanks you Dr. Schulman

Customer service is second to none from the check in to check out. The employees, Alraine and Yari (front desk), Alex (CL Tech), Joann (Licenced Optician) and Dr. Shulman are fantastic, knowledgeable, friendly, professional and a pleasure to work with. I have been coming to this location for quite a few years always having a wonderful experience. For a couple of years I have visited the Pittsford and Greece locations thinking they were all the same. The same name does not mean the same experience. Again, second to none and they will not pressure you not to use your insurance like Lens Crafters. Thank you so much and I will continue to bring my family to this establishment. You’re the BEST.

The staff was friendly,efficient,the service was fast and accurate.

The selection is great also their service great.

The best visionworks ever😍😍😍

The Service was fast, The Staff was Frindly and The Efficient.

Wonderful, very courteous and quick and efficient