No stars. I do not recommend this location in Cortland to anyone. Last year I got Rayban frames and wonderful lenses. The frames broke many many times cut my face but the last straw??? When I brought them in and an employee tightened them and the very next day they broke completely for the 3RD TIME and for good. Came back to get contacts, they gave me a pair to wear for a week. When I came in to order my contacts, a women said they gave me the wrong contacts last time and gave me a different set to wear for yet another week and those were awful. I came back only for them to tell me that they had to order another pair. Meanwhile my car broke down and I'm at the mercy to get a ride. I called them after I missed an app set another and the lady told me to come get the lenses that they ordered so I could see if they were good or not. She said I would have to make an appointment a week later to see the Dr the final time to order my lenses. I finally got a ride and went up there , it's been 6 weeks now, to get the contacts they ordered and to PAY FOR THE NEW LENSES 6 MONTHS WORTH WITH MY VSP INSURANCE. I went to get my lenses as the lady instructed He said very rudely " well if you didn't miss your apps and no you can't have the new lenses before you see a doctor". So I'm supposed to what ?, just hope they didn't mess up these new lenses too? I'm to put them in on my Dr app day. Not wearing them for a week just wam bam how are they. Do you see good do they fit right? Um no ma'am I just put these in today!!!!! and they gave me 2 other pairs in the past 6 weeks. Seriously I have premium insurance and I feel Michael and the staff have blown smoke up my toodakoo. Milked my insurance and I am without contacts, crappy glasses and I'm sure my vsp has been charged out the ass for their mistakes. Bad business. Very very bad attitudes without accountability. Snippy shifty attitudes and they were at fault. My only fault is not having reliable transportation​ and returning after already getting screwed with shitty raybans and incompetent employees. Don't trust them. Take your premium vsp to a reputable establishment. Not blind, stuck out,overcharged and overextended by unaccountable frauds read more

Just called EV to see when my glasses would be in, as it's been THREE WEEKS. She said, "oh, they're here". I asked for how long have they been there and she said two weeks!! "We sent a text"--NO THEY DIDN'T and she also said per Empire rules, they do NOT CALL customers to let them know their glasses are ready. What is this world coming to. There is NO customer service whatsoever. NEVER AGAIN, regardless of insurance. ' read more

I love this place but don't get premium ray ban frames because they are awful. My lenses are great but my frames have fallen apart so many times it's crazy. Staff is super friendly and have tried to accommodate me with my broken frames many many times read more

Treatable service people don't care anything about doing their jobs. When you call you get a unhelpful AI with limited choices, stay away from this place. I will drive a half hour away just to avoid this store. Don't waste your time here. read more

I posted my FIRST review on 6/7. Today, 6/13, it's my distinct displeasure to write a second review. I have called Visionworks' customer service line twice. Both times, the very polite operator told me she'd escalate my complaint to the territory supervisor, saying I'd be contacted by that as-yet-unknown person "within 48 hours." It's now been about 250 hours, and I have not been contacted yet. What in Hades is going on here?!? read more

Pretty disorganized operation. While I was happy with the optician, I'm very unhappy with the amount of time it takes to get lenses and glasses after ordering them. I've never had to wait more than a week for glasses or contacts. I ordered both of mine 17 days before they're expected to be delivered, and the glasses have been changed to a "we have no idea when they'll be ready" status. I could've ordered the lenses from the internet and had them in less than a week. Never ordering from here again. read more

This store is very unprofessional and lack of staff. It used to be very professional and a great place to get glasses. NOT ANY MORE!!

Your phone automatic system sucks! I have never experienced worse services before! If your question is "May I have your Transaction Number or ....."? You must allow customer a chance to say "yes" or "use another way to track orders." But your system doesn't allow "YES" or a way to offer the transaction number. If your question is "Please spell your last name", your system should be able to catch the correct spelling of the last name. But your system seems to be able to make up problematic spellings. The representative was never available. Time for waiting for orders is so long. I also remembered that we spent 3 hours in the store to get the order going. My GODness! read more

A lot of negative reviews here so here I go... Walking into the store, you will be stopped at the door where you will be greeted by an employee. He/she will check your temperature before you proceed into the store. I am glad the staff are taking as much safety precautions during this strange time in life. All staff and other customers are required to wear a mask in which everyone was throughout my time there. I made a 10:20am appointment which I was there a bit early for any paperwork to be signed. Visionworks sent paperwork to my email to fill out to speed up the process when arriving. I did that which made the process simple and easy. My eyes were pre checked with one of the floor staff and I was offered look around for frames. Again with the safety, the staff provided trays to customers so if they tried on glasses, they have to put all glasses on the tray and bring it to front for the staff to disinfect before returning the frames back to the shelves. 10 mins later, Doc was able to bring me in for my eye exam. Doc was great. Some reviews says he is hard to understand which I get. I been around so much diversity and accents that I was able to hear him fine. I do understand where some people come from when they say that. Other than that, he a polite and respectful individual, takes his job serious, performs at his best capabilities, interacts with customers, and overall makes this experience a successful one. I went in today for a general eye exam. I will be returning for future test and glasses. I recommend this business. read more

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 would've 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 from staff at Cortland empire vision is HORRIBLE!!! We will most likely be taking our money and service elsewhere. read more

Phone system doesn't work ! I have called 4 times and haven't gotten thru yet ! The question process . Even answer yes doesn't compute . I have been a customer here for years . But will be looking for a place where I can make an appointment . read more

This is the most horrible eyewear & opticians I ever visited. I went to this place because they accepted Davis Vision. The doctor is OK. But staffs are unprofessional and irresponsible. They don't seem to know their jobs in the first place. I revisited the place to get my prescription printed and then to check if my contact lens has arrived. On both occasions, I had to wait over an hour. Why? Staffs did not know what to do. One staff asked my last name three times. I got a new optometrist. Will never go back to that place. read more

The staff "out front" were excellent. The eye exam was very basic. The optometrist was difficult to understand, and he didn't offer any thoughts on some small issues I mentioned. The man who did the glasses fitting was very helpful, even in making sure I was getting a good deal on my glasses; but it has been three weeks since I was there. Still no glasses, although my credit card bill has come with the charges. Contacting the company, they say I should get glasses within about 10 days . . . I have thought of changing where I go for vision checks. This slowness in filling my order may be what pushes me out. read more

The appointment process is a joke. I purchased new glasses and received an email to stop in and pick them up. When I did, was handed my glasses and that was it. I asked if they could be fitted as they were loose. I was told to make an appointment as they were busy. I made an appointment and returned on the day and time that I made the appointment. When I entered I was asked what I needed I was told there would be quite a wait, I explained that I had an appointment, to which I was asked to sit in the area for glasses to be adjusted. Have waited for well over 20 minutes and treated as if I'm not even in the building. There appears to be only one person that can fit or assist customers in purchasing glasses. If we are required to make an appointment, why not have enough staff on hand to address the appointments? Poor way to handle customers..... Ended up waiting for over an hour to get 5 minutes worth of help..... read more

Worst place I've ever been. I'd rather go to a funeral. The service is awful. Every employee I've talked to was rude and not helpful. My appointment was at 3:45 and didn't get seen until almost 5. The first time they messed up my glasses so they made it harder to see. The second time they were just as rude and after being told my new glasses would be ready within the week. They took almost 4 weeks to actually be ready. read more

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 don't 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 it's 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, it's my problem they don't 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, the phone rings telling me oh, turns out they do accept my insurance (not the same woman) No thanks, can't 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... read more

I cannot get through to anyone on the phone! I have tried for several days! Is there an email? I have ordered 2 pairs of glasses and they are paid for. I need them mailed as I had to return to Florida early. This cannot be handled via the website. So frustrating! read more

So As we all these past years economically have been tough and durning the mix I really needed a update on my glasses but with no insurance I was prepared to have to pay out of pocket. As anyone with glasses will know glasses aren't cheap but are a Necessity to ones daily life. Just as I was wrapping up selecting my lenses and getting ready to pay Steve and Alexis teamed up and gave me a 50% off coupon. This was a huge for my family and I. This wasn't the only plus of this visit a week prior during scheduling I had lost my wallet and to my joys it was saved and returned to me with a smile. Overall I'm super pleased with the staff as a whole for everything from their cheerful attitudes to making sure their customers are well taken care of. These qualities are why I return back every time. Thank you soo so much special shout-out again for Steve and Alexis for doing that for me. Good things will come to you! read more

Went to Vision works Cortland because of my insurance. Couldnt see thru the glasses they kept telling me was my prescription. I kept asking them to check the script because I couldnt see thru them. Had paid for proggressive and transition. All they did is hold them up and look thru them and said, yes. These are right! Lady helping me the 3rd time rolled her eyes and said I was going to be a hard trainer. Ended up using drugstore reading glasses for that year! Went to a different place a year later when I had insurance for another pair just to find out that cortland had given me someone else's prescription! Wasnt even close to mine and they were single vision lenses! Unforgivable error than cost me nearly $400 and a year without prescription glasses. And you know some other poor person was walking around with my script having the same issues! Unforgivable lazy error. read more

Every aspect of my appointment from start to finish was a mess. To start, it was my first time there and the staff was awkward and gave such poor instructions. I had to ask multiple times what I was supposed to be doing, whether it was following a staff person to another room or waiting somewhere. Once I received my sample contacts, I discovered my vision was blurrier than before. Turns out my prescription was wrong! I had to go back for a 2nd eye exam and the 1st one was confirmed to be wrong. So therefore the contact supply they ordered me were also the wrong prescription. When I arrived to pick up the (incorrect) order they couldn't find it. When I returned for my 2nd appointment the staff was scrambling, couldn't find my records, and seemed unaware I had an appointment. I asked for a new hard copy of my prescription so I can order my own glasses because I don't want to have to deal with them again. It was my mistake for not checking the script but only after I got home did I realize they printed out the incorrect prescription so now I have to go back a third time. Also, the staff was very unprofessional and two of them were having a loud and animated disagreement with one another in front of several patients. This is my first ever review of any business but sadly my experience was so bad I just want to warn other people. read more

The Dr. was great but the staff was unprofessional and had me waiting around for long periods of time on several occasions while they engaged in conversation. After 2 weeks I had to call to find out if my glasses had come in. When I came in for the fitting my no line bifocals were not correct. The staff member said that it was me and not the glasses. I have worn progressive lenses before and these were so off it was painful and no amount of time would get me to adjust to them. I convinced them to give me another eye exam and once again the Dr. was great. I opted for regular lenses instead of the bifocals and still, I had to call to find out when my glasses came in. After the second fitting, the glasses were still off and devoid of glasses cases until I asked for them. So I walked out with 2 pairs of glasses for $800 that I never wear. read more

This is my first yelp review because people need to know this place is terrible. I have been seen here since I was a kid and I am now 24. I went there yesterday to have an exam, but my insurance needed to be called and verified by the employees there. The man told me no one called my insurance and then when I asked if he'd call them so my exam would be covered and he said no, but that I could get a 10% discount for the appointment, so they just wanted the money. He would not tell me what my prescription was and said that he was not allowed to tell me my OWN prescription. I called today, the girl said that she could not give me my prescription over the phone and that I had to come in. Even though I had my SS #, mailing address, birthday, etc. When I explained the above scenario and that I had just been there yesterday and was not coming in again, she said she could NOT even email me, but she could fax it or mail it to me. It makes no sense at all and they, on top of all of this, are so rude and absolutely terrible when it comes to customer service. read more

My wife recently visited this location for an eye examination and subsequently to get new glasses. The initial exam went smoothly. Granted, she had to wait quite awhile to get into the examination room. But this is to be expected for any "medical" examination. After the examination she chose the frames that suited her best. This is where the customer service and ultimately lack of professionalism took place. Once she picked out her frames, she sat around for roughly an hour. The place wasn't overly crowded. Not once did the staff acknowledge her, even though she was sitting directly in front of their desk/ check out counter. But none the less, my wife waited patiently. She was only helped once she approached the staff. Fast forward two weeks. She stops in to pick up the glasses and there is no record of the glasses she picked or the lens. The rep had to look up her prescription and my wife picked out the glasses, again. The same waiting game took place as it had the first visit. She went back again today to pick up her glasses and you guessed it, no record of the frames or lens. Yet again, she had to pick out the frames. I just called to speak with a manager and was put on hold and then hung up on. I tried to call back twice and it was busy both times. BUYER BEWARE! I'm not angry because getting angry over a pair of glasses simply isn't worth it. My hope is two fold, first that management catches wind of this and fixes the poor customer service issue at this location. Secondly, I want the general public to know what to expect when they go to this location. A little disclaimer...throughout the years we've received poor customer service, only twice did we deem it necessary to publicly write a negative review. On the contrary, we have written many positive reviews. The people of Cortland and the surrounding communities deserve better. read more