The staff is rude and very judgmental. I felt very pressured to buy glasses I didn't like. Please stay away

Night and day experience compared to past visits. Huge improvement. Friendly staff - Dr.Zelkie is energetic, enthusiastic and knowledgeable. Really pleased and surprised with how much this place has improved read more

Whow outstanding job. My girlfriend and I both got eye exam and new glasses in a week Service was outstanding. Love how they worked it out for me to get 2 pair. Very professional and friendly. Thank you. read more

I been in this vision work two times. And in each time that I been here. I figured out that they just think about how to take out money from customers pockets also customer's insurance. They are playing games. And putting customers in satiation that make them do what they want them to do. They had really bad customer services ever I seen in my whole life. read more

Zero stars. My tech was extremely rude from the start and then refused my eye exam because I asked to skip the glaucoma test. She single handedly won't be the reason I go back and I will deter others from going there too. Such unprofessional behavior towards a patient. As a health care provider I know how to talk to and treat patients. She made me feel uncomfortable from the start with her demeanor and attitude. Save yourself a trip and go somewhere else!!! read more

I had an eye exam here to see if I needed corrective lenses for driving, and the optometrist said I did not, and that I only need glasses to correct Hyperopia (blurry vision up close). I paid for and ordered glasses that I was told it would take two weeks. After two months have gone by I went back to the store, and my glasses were in about 45 days ago, and I was never notified. While I was picking them up I decided to have my DMV Vision Test Report form signed off that I did not need corrective glasses for driving, and the optician now told me that was not true, and I do need corrective glasses for driving, and wouldn't sign off on the form. So what I was told about my vision was incorrect and I've bought a pair of glasses that I do not need, and they refuse to do offer any solution to their screw up! read more

Well, I have to say that, with the exception of a couple of minor glitches, my (one) experience getting glasses here has been just fine. I have Medicaid and so I needed to go someplace that takes Medicaid, and this is one such place. I took in my new prescription, presented my insurance cards, picked out some frames, and was told the glasses would be ready today. And in fact that's how it panned out. And I just came home from picking them up, and they're fine - they exhibit no problems such as some other people have reported who've gotten their glasses here. The two minor issues I ran into were that, when I called today to find out if they were ready to be picked up, and after giving the specifics of my order to the automated assistant thing which never successfully located my order despite my giving it three or four chances over the course of several calls, the hold time was very long - I didn't look at how long it was the first time around, but I got tired of waiting and, suspecting that the various phone system handoffs I'd been through had landed me in some part of the system where no phone ever rings and no human ever answers, I hung up and called again, and this time I waited about seven minutes for someone to answer. They finally did, and after quite a bit of research they told me my glasses were in and ready to be picked up. So I headed to the store and talked to a chipper young woman who had to do quite a bit of hunting herself to actually find the glasses, but she did find them, and, presenting them to me and prattling something about seeing how they fit, she disappeared, not to be seen again by me nor by the growing line of people waiting at the front desk to speak to her. I waited for about 10 minutes for her return to no avail, and then, since the glasses fit fine, I gave up, got up, and left. I would like to have gotten a cleaning cloth for the glasses - that was the main reason I waited for the girl to return at all - but I can find one of those somewhere else. One goofy thing I noticed was that the paperwork that accompanied my glasses had a space for my doctor's name, into which someone at Visionworks had entered my doctor's *first* name - not a very specific identifier. But this doesn't seem to have actually affected anything, so...whatever. My take on this particular Visionworks branch is that some of the people are kind of flaky and the whole operation is kind of low-budget, but I guess I'm lucky to be able to say that, at least for me, they got the job done. And on the first try, no less! May you have similar luck. read more

Wish that I could have a breed review to give for this location, but unfortunately it has a lot to strive for. Customer service is severely hit or miss here sadly. Now I've stopped in here to utilize my vision insurance since I need it otherwise I'm as they say "blind as a bat"; so I noticed they accepted my insurance plan which was great because trying to get an appointment at a normal optometrist office was going to be a 2 month wait minimum otherwise. Experience with the remote video conference and the optometrist was fine; but the tech they have who works there is anything but friendly. Two separate times that I've been there now they tried telling me my insurance only allowed one thing, but when I explained it was incorrect information and what it was, so I knew I wasn't not losing out on my benefits. Selection of frames is limited, but overall decent. Not a strong recommendation for contacts here. Last pair that I went there for after getting the initial exam, I was told that it would take 4-6 weeks for them to come in due to the brand was not something they kept in stock normally and had to "special made". So after waiting for the initial 4 weeks, I stopped in after not having a follow up call about the status of them. I was told again that it could be up to 6 weeks. No one there stopped to check in their system to check the status. So I said that I'd come back and follow up in another couple of weeks. After waiting another 2 weeks, I stop back in to follow up, only to find that they were never ordered. After waiting for nearly 9 weeks since i first had the exam, I finally get a call letting me know that they arrived. Upon going in, I get handed a bag with a trial pair (which I was aware that I'd be getting because of some law that apparently prohibits me from getting a copy of the prescription prior to it being finalized), nothing else offered. No solution or case for them. Kind of a disappointment from this experience that made me want to search for another optometrist location that's not a big chain and more focused on customer service. read more

Tom was terrible design flaw in a pair of glasses because it happened twice. Tom said no and said different because he worked for "22 years"

Cut the dang grass the place looks abandoned. The sign is gross and doesn't work has a birds nest in it. The outside doesn't not reflect the business well at all and when I went there for the first time I didn't even think I had the right place.!! cooperate also need to get them into somewhere bigger it's way too small no place to sit and wait, it got super busy read more

I went here cause I had just got my first pair of glasses at the Brunswick location . I struggled for a week and even after going back a couple of times to get them adjusted I couldn't figure out why I was having so much trouble with them .. so I ended up going to the East Greenbush location and found out 1. I was measured wrong . So my script wasn't lining up correctly. 2. They were crooked .. which I kept telling them that my eyelash was touching the glass and they never fixed it properly. 3. I was givin the basic progressive lens .. Brunswick location never offered me the better / newest lenses .. so the oldest version creates a bunch of blury areas which was driving me crazy . 4 . Brunswick location never offered me any other options, like non glare .. so when I learned of the better options I was able to get my glasses redone with the better progressive lenses .. first day wearing them they were great .. I felt very comfortable here , I didn't feel like I was rushed . This east Greenbush location took the time to figure out what was wrong and explained why . They taught me my options . I definitely recommend Eastgreenbush location .. I learned so much here and they cared about me and my needs !! read more

Virtual doctor was running late. Yes virtual doctor. After nearly 2 hours in the office I ran out of time and had to reschedule in a different local office 2 weeks from my original appointment. Meaning without replacing my glasses for nearly a month. Ridiculous business model. read more

I've been going to Empire Vision for the past 3 years (it's the closest place that's in my plan). While the glasses are good the service leaves something to be desired. I went last night to get my glasses fixed. When I arrived the young woman behind the counter told me the wait would be 10 to 15 minutes so I took a seat and waited - 35 minutes later my name finally got called. I can understand that the place was busy but the girl told everyone the same wait time, even after there were about 8 people waiting. While I was waiting I observed a young girl and her father waiting to buy glasses. The optician pointed out to the dad that the glasses selected weren't covered by the plan. He told her that the woman behind the counter said that the red and yellow ones were the only ones she could have - the optician told him that he was wrong - and actually went and asked the girl what she said. The father wasn't getting angry, just stated what he was told. The optician proceeded to tell him that he was wrong and pretty much wanted him to apologize for being confused. I think I would have gotten up and left at this point if I was the dad but his kid had broken her glasses and needed a replacement pair and he was stuck. read more

I had scheduled an appointment several weeks in advance. When I arrived, I was told the eye exam would be conducted virtually. This was unacceptable as an optometrist has an advanced degree (8 years) and is required to pass a state board to obtain licensure. Having a technician conduct the in-person exam is not in the best interest of my eye health. My visit was a waste of time. read more

Called prior to my apoptosis ask for more detailed directions, no answer. At 4:40 when I should have been walking in for my appointment I called again and got transferred to the customer service line since the store would not answer. All I wanted to know was why the nearest landmark was because Apple Maps is not always accurate and there's nothing but construction on Columbia Turnpike. Long story short this whole company can eat me. read more

My father had an appointment for an eye exam and new glasses on July 9, 2022 and was told he would have his glasses in two weeks. On July 27 he tried to call the store to check on his glasses, but could not get through. He finally talked to a customer service person not at the store who told him his order number was not on their system. He went to the store and was told his order must have been lost in a "computer system changeover" or maybe they just went to another store. The person he spoke to said they would look into it and call him. On August 3 Dad went back to the store, he was told that the manager was not in the store and that they would call him that afternoon or the next morning. He has heard nothing from the East Greenbush store about them loosing his glasses order, and the customer service person he spoke to on the phone let him know the order was resubmitted August 4th under a new number. Do not go to the East Greenbush Vision works if you want any sort of customer service or acceptable care. read more

Wish I read the reviews before going here! This place is a scam! The staff is condescendingly rude. The doctor was more pleasant but didn't make eye contact and was very short. After waiting over 30 mins for the doctor due to the staff not putting our paperwork up and the doctor talking to a contacts lens rep we just wanted to leave and we should have! The doctor changed our contact lens to a different type that was NOT covered by our insurance and then charged us another $50 without talking to us about this change. Then when we asked questions no one had an answer! The staff is rude, uneducated about their job. This place pulls as much money as they can from you without explanation! Stay clear of this place! read more

First off, I was visiting and got stranded due to covid... So when we walked in we didn't know what to expect! Then, a beautiful employee Jess approached us with such pleasure and enthusiasm, she helped us through fixing up my husbands vision issues... New glasses and contacts. She was very intelligent. Definitely knew her stuff! Her manager I think it was her manager, Sarah was very supportive as well. I definitely would recommend the customer service here as they go above and beyond per client. Thank you so much Jess and Sarah! Easy. Smooth and such an easy transaction. read more

Originally I was helped by a woman, who processed my payment and some of my paperwork. She wasn't very fluent with everything that was covered and what exactly I was paying for. The gentleman Mark Walseman was extremely helpful and friendly. Very knowledgeable in this field. He cleared up any questions and concerns that I had regarding my contacts and what exactly my insurance covered. Highly recommend seeing him if you visit this office. read more

this was the WORST experience I've ever had in more than 60 years of wearing glasses. The only good thing was the young lady who conducted my exam! The male manager and other female tech who fitted me were horrible. After fitting me, she quoted me a price and swiped my card. She apologized and said they were having trouble with their machine. She called the manager to help and he was useless. They swiped my card again. That evening i left with 2 charges on my debit card and was assured one would fall off in a week or TWO!! After more than a week AND after being financially inconvenienced with overdraft charges due to the TWO holds on my account, of almost $300 EACH, I was contacted again by a pleasant Visionworks employee. She apologized and again stated their issues with their machine. She told me she needed to swipe my card again for payment. This time i gave my credit card. She swiped once. She swiped the second time. Now I have two more charges on my Credit card, which by the way is MORE than I was initially quoted in the store for my glasses!!! Totally frustrated, yet needing my glasses, I conceded and hung up. Moments later, the male manager, the rude one, called me saying I needed to pay for my glasses. I told him I just finished paying for them. He basically called me a liar, saying there was no payment made and no one from his office called me. Angry at that point, I hung up! I STILL HAVE NO GLASSES, I WAS CHARGED MORE THAN THEY INITIALLY QUOTED ME! I PAID OVERDRAFT CHARGES DUE TO THEIR FAULTY MACHINE and I'M STILL WAITING FOR THE SECOND PENDING CHARGE TO BE REMOVED FROM MY CREDIT CARD!!! If you want to be thoroughly disrespected, inconvenienced AND ripped off, go to East Greenbush Visionworks!! read more

Called with a billing question at 4:30. They said they'd call me back. They closed at 5:00. No one EVER called back. Ordered glasses and waited 16 days for them to call. No one ever called me to tell me my glasses were ready for pickup. When I called, they said they've been ready for a while. When I asked them why they didn't call me, they said "We don't call customers when their glasses are ready. We haven't in two years." When I suggested that was not very good customer service, she sorta said "We'll that's company poilcy. I don't make the rules." You could tell I wasn't the first to complain about it. When I went in to pick up my glasses at 11:45 on a Tuesday, it was packed with people waiting. She told me "10-15 minutes". Apparently they tell everyone that, regardless if there's a 30 minute wait or a 45 minute wait or an hour wait. I sat for 30 minutes, watching people that had come in AFTER me get served, when I finally gave up, told them to give me my glasses and I left. I will NEVER go there again. EVER. I suggest you save yourself the headache and go somewhere else. read more

Receptionist was rude with little explanation, she should not be customer facing, technician was very helpful in assisting with picking out glasses and took the time to find the right pair and size up. Bill was $400 (no exam already had the prescription). Took 2 weeks for frames and lenses to come in, tried to book an appt to pick up, 26 minutes phone on hold and gave up. Went to website and 1st appt after 5:00 was 2 weeks later to pick up and size ( literally take 5 minutes to adjust) will not go back after 30 years of loyalty to Empire and Vision works read more

Absolutely a terrible experience! 5 days after coming in I returned glasses that cost 200 and change.... I decided to get 2 pair.. I then had to pay an additional 198 dollars! When questioned was very nasty and now 2 days later still trying to get refunded so I can go somewhere else!!! Nasty nasty people would never go here again or recommend this place! Also they originally called us to say our glasses were ready and when We went to pick them up and they said they weren't ready even though we received a call that said they were! Looking to make commission with no care about the customers!! read more

Slowest service ever. Can't come in for an exam or "quick" follow up appointment and spend less than an hour here. Customers are sat down without being told what they are waiting for or how long things will take; turns out they take a really long time. read more

I originally gave a 5-star review because the doctor and the store itself is great, but trying to get in contact with the store is IMPOSSIBLE. They have a phone system that just tells you to use their website, but their website can't always answer your specific questions. It eventually rolled me over to corporate customer service and even they couldnt get in touch with the store! It got to the point where i had to drive to the store in person just to get a question answered because I haven't been able to reach anyone in the store via phone, email, or the website. When i went to the store in person they still couldnt complete my order because they didnt know how to use their new POS system. They told me they'd call me the next morning to complete the order and still nothing. They are aware of the issue too, they gave me their email address to the store because they know the phones won't be answered, but no one has answered my email either. I'm so disappointed because my experience in store was worth 5 stars, but getting any assistance outside the store has proved futile. I'm literally trying to give them my money and they won't take it. Leaving customers stranded like this is unacceptable. read more

Manager was rude and unprofessional from the beginning of our conversation. Customer service is not the store's strong suit to say the least. Will be bringing my future business somewhere else. Will be making sure any friends and family of mine do the same. read more

Substandard, in fact, HORRIBLE service ~ everything is automated even the eye exam was virtual. Felt like I was livestock going to slaughter being led from one room with machines to another. I am unable to contact a real, live person. They never called me when the eye glasses came in 2 weeks later,,,, sat on the automated phone for over half an hour before I eventually gave up and hung up. Where are my eyeglasses? THERE IS NO CUSTOMER SERVICE just an automated, antiquated phone system. Stay away unless you want robots to care for you.... incompetent robots~~ read more

Well. These reviews are clearly out of date. I recently needed glasses and of course I waited until the last day of the year to cash in on my insurance. But no worries; Empire Visionworks was there to save the day. I called the number in the morning and was immediately greeted by a fantastic recording. Typically when you call and select "hear hours of operation" The hours are very out dated and inaccurate. Not this place. They had a personalized greeting that ran through the normal M-F and Saturday. But much to my surprise and solace the next words, would set up a fantastic experience. (With excitement) "AND we are open Sunday! New Years Eve from 10-5!" I later would find out this was a special occurrence to help procrastinators like myself against losing due benefits. Upon walking in at literally 10:01 my girlfriend and I were greeted by every person working that day with a huge genuine smile. You would think it was be more like geez this guy walks in right at 10-'what a jerk' not this place! They all immediately jumped in to help facilitate my last minute; what I thought to be impossible task. The manager has instituted a brilliant system were the work is broken up so each person can accomplish a piece of the task simultaneously instead of one person taking you through the process as is the norm and is a little lengthier. Calling insurance companies, getting my info from former eye centers, pre-screening and sizing all done in a continuous fashion so we could get to our New Years eve festivities that much sooner. Then miraculously finding a way to get us an exam right then so we didn't have to come back. I pledged to tell anyone who needs glasses in the Albany area and beyond to make the trip to this location. I wish I could single out an employee or two to name and give extra accolades to but the truth is, they were all sensational. This review could be summarized in one sentence said by a stranger to me later that day after I told him how wonderful Visionworks was. "That is the kind of place that makes your whole day better." You know what, he was right, it did. read more

I feel I have to give a 5 rating, even after a scheduling mistake. I left home for my noon appointment in East Greenbush. Found out that the website scheduled me for noon in Cartersfield, Georgia! After calling customer service... they were able to fit me in IMMEDIATELY. Everyone one was very helpful and Nancy, the Optician, was especially nice and helpful as well. I left there feeling like I was taken care of as much as they could have, and that's all I needed to feel good. Thank You VisionWorks. I'll be back. read more

If you do not like doctor's offices that overbook then do not go here. Waited 45 minutes after my appointment time to be seen. Also, while I was waiting a lady came in to pick up her glasses, and the employees could not find them. She told them "well you called me and said they were ready to be picked up" and the poor lady left with no glasses. I also needed an itemized receipt to get my rebate for contacts, and the receipt they give you is not good enough. I was told I would have to wait 2 months for the receipt on top of at least 6 -8 weeks to receive the rebate!!!?? How does it take 2 months to print a receipt? Thier reason was that it goes through a 3rd party. Do not trust this place with your vision or eye health. Very unprofessional. read more

May I just say, this place truly knows how to cater to a customer/patient every need. My daughter was scheduled for a contact lens lesson and Jessica the employee who was giving the lesson, was so incredibly patient. She laughed with us, kept my daughter calm, was encouraging, and truly made us feel at ease. The manager was super awesome too. He came over and joked with us but was checking in which meant a lot. It's not like Jessica needed checking up on, she was a pro and treated us like family. Then, she looked at my daughter's glasses, (she's had them for over a year), and kindly but not at all pushy, suggested we look at new glasses. We did, there was no pushy salesperson, and we were put in perfect hands by Jeonagh who was not only pleasant but honest and knowledgeable. She walked with my daughter, and suggested what she thought was good. After about ten pairs, the first one we picked out was the one we went with, and it was the perfect one that Jeonagh help choose. She suggested what was the best lenses, never once pushed anything, but her suggestions made perfect sense. We are extremely pleased with Visionworks and will be coming back soon for the rest of my kids. read more

I was initially hesitant because I was hoping to go to another ophthalmologist. My insurance recommended several locations and this was closest to my house. From the time I scheduled my appointment through getting glasses and contacts within an hour, this process has been one of the best experiences. They sent me reminders for my appointment which were very helpful. They helped me pick out new glasses and contacts that fit my current needs. East Greenbush Empire Visionworks was excellent and I would recommend them to anyone. read more

This office has gone downhill in the last few years. The customer service is horrible. They never answer the phone, they don't call you when your contacts or glasses are ready and they are arrogant when you call them out on it. I have gone there for the last time. I use to go for convenience, but I would rather travel before giving them another cent. read more

Went to east greenbush because of my insurance plan. Of course none of the "specials" applied to progressive lenses and after picking frames and then sitting down for the "cost" talk, ended up spending 2x more than my last 2 pairs that I purchased as a two for one offer at a different retailer. Lenses constantly dirty (special glare retardant), always fog when you breathe in the cold weather and six months later, lense falls out. Tightened screws and told me it can happen again in three months or so if I didn't remove my glasses with both hands at the same time (my fault) Really!! Had my last pairs of glasses for 3 years. Dropped them, took them off with one hand, skied without fogging and hardly needed to clean them (these I have to clean once a day or at least every two days.). Stay away from the glare resistant addition...just more $ and more headaches, not worth it. Paid add'l $ for a script for contacts. Dr. has to resee you with the contacts before he will sign a script. (Additional appt necessary) So if the one pair of lenses they give you "free" dry up and you have no contacts for the lense check visit, then your payment "expires" and no refund is offered and no script available...shameful really. I would have ordered on-line but I'm sure they make money on you here somehow. Just didn't have patience for this. Shameful how much my husband I spent to be so dissatisfied with the product. (His lenses were so scratched after two weeks that they reordered new lenses, again the glare resistance "makes them scratch easier) You may do better getting reimbursed by your ins company and going elsewhere. Our last time for sure. Ps...Waiting room is like a cattle drive. read more

When I first walked in it took a long time to get acknowledged even to check in. I was told to sit in the back I sat in the back while people that came in after me were taken first I me I was told I would be texted or called when my eyeglasses and contacts came in which I was not. Service is terrible there people are rude I would never go back. If I could give it minus stars I would read more

The people there are rude and pushy. I wanted to replace the lenses in my current frames ( 1 year old 250$ frames) and they were just pushing me to buy new frames! I ended up going elsewhere. On another occasion, I did have them replace my lenses (a few years ago). I got home with the new lenses and realized that there was a spot on the left lens that would not come off. i took them back and they told me it was some glue from the manufacturing process. OK. they replaced that lens. I pick up my glasses only to find that there was now a scratch on the RIGHT lens. They replaced it, but were rude about it and it took them days to do it. read more

Empire Vision Works was terrific recently working with my 87 year old mom. They were extraordinarily patient and kind and understanding, even when the glasses had to be changed a number of times. Excellent customer service. read more

Exemplary customer service and care. Been receiving eye care and glasses for many years here. Since manager Mark Cox has taken over the store, customer service has increased by leaps and bounds. As a health care professional for over 30 yrs it was such a pleasure to see someone so willing to go out of their way to assist and ensure customer satisfaction and quality care. Mark personally assisted both me and my daughter on different occasions. He helped to resolve eye glass issues (not related to any error or issue on their part). He went out of his way to ensure we had what we needed. He is an asset to the store! read more

I've been going here for years and always had great experiences (my coworkers always complained about the customer service so maybe I was just lucky), but my last few visits were not good and I won't be going back. My last visit in particular was the final straw. They charged me a $50 "fitting fee" for contacts, even though I have been wearing the same disposable brand and prescription for years. The girl made it sound like a copay so I thought my insurance had changed and paid it - but when I asked a coworker about it she explained what it was because she had been charged the same thing. I called back to ask why I was charged the fee if I didn't need a fitting or trials to test them out, and this person told me it was actually a fee to renew my prescription. She promised to have someone call me back from the contact department that day to order my contacts. No one called so I called back 2 days later and was told the same thing. Still no call. Annoyed and out of contacts, I called back the next day and asked to have my prescription faxed to me, thinking I'd just order them elsewhere. I explained that I was completely out of contacts and had been promised a call back twice, and she swore she would fax it that day. No fax came. Called back the next day and spoke to Tom the manager. I figured since I had him on the phone I'd ask about the fitting fee again for clarification. He gave me a third, completely different reason for it which basically boiled down to I'm paying for my eye exam and the doctor's time. But my eye exam (and presumably the doctor's time) was paid by my insurance. I explained very nicely my experience up to this point, and said I would really not like to change eye doctors but that I was frustrated without getting any of the 5 promised calls/faxes and that I didn't like paying a fee that other eye places don't charge (and especially that I had paid a $50 fee that no one who works there seems to know what it is). He said there was nothing he could do about the fee and promised to have my prescription faxed to me that day. STILL TO FAX. Called back today to request it again, and the girl who answered promised to send it. We shall see on Monday when I'm back to my fax machine, but I'm not hopeful. I won't be going back after this experience, and all my coworkers (who switched eye locations because of similar experiences, who I didn't listen to) are happy being able to say they told me so! I work in customer service and never, ever complain or write bad reviews unless I genuinely don't want anyone else to have the same bad experience, because it was truly THAT bad. Monday morning update: Still no fax. read more

This place is so ghetto and unprofessional! The doctors are nice but the ladies on the floor are rude and don't seem to know what they're doing. I had an appointment and it still took me 2 hours to get out of there. read more