From day one of setting my online appointment it's been very negative. Complete hassle about the history forms , insurance, and everything else. The people I dealt with there are super condescending and completely unprofessional. It's as if they are Anti Military. No surprise here in Flagstaff. They lied to me about Tri Care insurance, and the refused to give me the number they called to send my family was covered . They actually said "your plan" doesn't cover routine eye exams. They had no case number (tri care always gives case numbers) from their supposed phone call. Anyways, this is the worst of the worst. I can CLEARLY SEE WHY THEIR REVIEW RATINGS are so LOW . read more

I've been a longtime customer. Flagstaff location has bad customer service. Unprofessional environment.

The most unprofessional experience I have ever had in a healthcare establishment. The front desk employees were very rude. The woman who did my pre exam before I saw the actual eye doctor asked me if I wanted an exam, I was so confused and told her that's why I was there, she then told me that I didn't need an eye exam to get a new prescription! I mean what?! And the equipment was disgustingly and filthy! Then when I did go in and see the The " doctor " she made me feel so uncomfortable she did not seem to know any answers to any eye exam questions, i knew more medical terminology about my eyes than she did! I felt like I had some mean drunk college girl taking care of me. I could not believe she was the doctor! She seemed so inexperienced and was so unprofessional and unfriendly. I felt so worried about my eye care that I decided to stop my appointment and leave mid way through being seen and the doctor laughed at me. This establishment needs to be looked at and retrained in customer service. Do not get seen here, the absolute worst place in flagstaff. read more

Dr Colleen Fischman is amazing!!! Do thorough & caring, & on top of that Personable !!! Thank you so much

I had a $337 pair of glasses have a catastrophic failure after only 3 months of careful usage. I went back to this store and was told I would have to buy a completely new pair of glasses because I had not purchased the breakage insurance. I never imagined I would only get 3 months out of these glasses. These are poorly made glasses. Don't waste your money at this store. read more

do not go here the manager and employees are disrespectful. The managers name is Christna and the employee is evon. both of them are incredibly rude. read more

Everyone was super helpful and kind and were very patient considering I had a bunch of questions. it was quick and easy and the dr explained everything to me and they were all very open about pricing, which I really appreciated. idk about those other reviews but honestly it seems like a pretty great place. read more

I have gone here since a child and I'm ashamed to say that I've brought my money and business here for so long. The male optometrist has always been rude. Fast forward today my boyfriend went to get an exam, he has social anxiety and asked me to be with him. While going into the pre exam I asked if I could be allowed in the room to which one of the staff particularly the lady "Cherif" looked at me like I was lost and continued to say, "uhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhh yea". I'm sorry am I the first person to ask to be there for support? Smh read more

They used to be excellent, now they are terrible. The very good eye doc retired, the front of the house mgr moved to the back and it is now one of the worst customer service/competent places I have ever been to. The fall from grace is tremendous. When you are a medical provider that takes/mandates payments up front, then you are beholden to execute at a high level. They do not. They blamed their lab for all of the errors that were made on my glasses. Not one person said "We Are Sorry' for your continued inconveniences. They have given in to corporate and the lab in Missouri that has very low QC procedures. I somehow ended up with two pairs of glasses, but I will never go back again. I recommend that if you are reading this that you find another provider. On the plus side, the receptionists started out very kindly, and then simply tanked to low levels when the errors started. If your product is not of quality then you must understand that people will complain right to your face. Just part of life. read more

We came here because this is where our insurance was accepted. I was a little hesitant at first, but we had a really good experience. Very clean and staff was friendly. My 8 year old daughter was so happy they knew how to do her dilating eye drops in a good way to where she wasn't scared. They had a good selection of glasses for kids as well and we found a great pair for her. read more

My husband and I walked in and asked for our glasses to be adjusted and a screw replaced on our glasses. We did not purchase our glasses at this facility. We purchased our glasses at a competitor. We were treated so great that this location now has new customers. The ladies there were very friendly, kind, knowledgeable, and had great customer service, unlike the competitors. We really appreciate the fact that they took great care and understanding that my husband was deaf. We will be going back. THANK YOU LADIES!!!! read more

If I could give this place a zero, I would. In my 20 years, I've been going to Nationwide Vision since I was four (gotta love being born with horrible eyes) and have never had a problem with them. Until today. I called to schedule an appointment for the first time in over two years, which it's about time. I can't even really see what I'm typing, so I apologize for any horrible errors. I called this morning to schedule an appointment, and the first woman I talked to was straight to the point. Not that I MINDED, really, but her tone said that she hated her job and people. Joy, I get to talk to the most sarcastic and unhappy woman on staff. Great way to start the morning. She transferred me to another woman to schedule the appointment for my glasses exam. I gave her my information, and while she was nice, she was incompetent. She told me that she needed some more information from her fellow staffers and would call me right back. That was an hour ago, and I'm pretty sure she just went on her lunch break. Customer service is terrible. I called back and got even more short-tempered responses. I will never go back to Nationwide Vision, even if they are the only place for miles that will accept my insurance. I would rather drive all the way to Phoenix than deal with the vile phone workers, let alone getting my exam done and new lenses and frames. read more

The customer service is horrible here. The subordinate staff is helpful but the office manager and technician are very rude. I first came here for an eyeglass exam and when it came time to order my frames and lenses, the total came out higher than I had expected. When I asked her for a detailed accounting of the charges she became huffy. She automatically included non-standard lenses (polycarbonate I think) without asking me if I wanted it. I insisted that I wanted standard plastic lenses and she told me that I had to sign a waiver if I wanted plastic because the lens could break and cut my eye. I always get plastic lenses and never heard this. I gave them the benefit of the doubt and came back a couple months later for a contact exam. I had the same experience when it came time to pay for e exam. The lady automatically included a year supply of contacts with the price of the exam without asking me. Again, she became huffy when i told her I only wanted to pay for the exam and that I would purchase the contacts elsewhere. She discouraged me from ordering from other places because she told me that other companies sell outdated lenses. The doctor told me that he did not have my trial lens in stock and that it would be ordered that day and should be available for pick up in 3-5 days. I did not receive the trial lens until exactly one month later. I called after one week and was told that they had no idea when the trial lens would be in because they had no control of the supplier. I called again after 2 weeks and was told was "don't call us we'll call you". When I finally returned to the office for the contact fitting, I mentioned to the Dr. the amount of time it took for me to get the trials and all he said was that it was unusual but offered no apology. I had problems with the fit of the lenses and went back for another brand which didn't fit well either. The Dr. wasn't very helpful and didn't try to find out what was going on with the fit. The experience with the Dr. felt like a quick in and out process. I am now stuck with contact lenses that don't feel right but at this point I don't want to go back to this place because I already know what kind of service I will receive. I'm sure the staff knows me by now and automatically give me a bad attitude. If you have a prescription that stays pretty constant this place might be ok. But if you require more individualized attention I would recommend going to another place. The staff seems to be fine as long as you don't start asking questions. Beware of the up sell! read more

I walked in and said "I'm wondering if I could get a script for both contacts and glasses today? Also, I plan to purchase glasses from this visit but not from here." No one explained to me in response to that question that to get both scripts would cost an extra $50 out of pocket if I buy glasses rather than contacts due to the cost of a contact fitting. As literally anyone who has ever worked customer service or interacted with other humans knows, they should have told me that information immediately after my disclosure. (As a related aside, $50 is a really steep price for a contact fitting! It's been $30 everywhere else I've ever gone!) In any case, since no one was helpful, I didn't discover that fact that I apparently owed them that extra money until I went to the other glasses store to purchase my glasses and was informed that I literally wasn't allowed to buy glasses from anyone anywhere until I paid the $50 to Nationwide. I never would have gotten both scripts if I'd known, but they didn't bother to tell me. Nor did they ask me to pay the $50 while I was there for my appt and paying my copay, despite the fact I'd informed them immediately that I wouldn't be buying from them. I called to complain. I got an apology but no offer not to charge me for the services they'd provided without informing me of the additional costs. Had to go back and pay them money I never should have owed before driving back to the other store to purchase my glasses. What a pain. Other than that main complaint, also -I had to wait 20 full minutes just to be able to pay my $10 copay because they insisted I meet with someone about glasses even though I'd told them I'd be buying elsewhere. Despite even THAT, still no one thought to charge me this extra $50. -the optometrist introduced himself to me twice. Literally walked in the room, introduced himself and shook my hand etc, walked out to grab something for literally one second, came back in and did the full intro again. Definitely didn't make me feel like a valued customer nor someone in confident hands -I also re-disclosed all the info about the possibility of getting both scripts and buying glasses elsewhere to the doc. He, like the front desk, didn't provide any of the info he should have. -Very few and not very attractive options for prescription sunglasses I will never go back to Nationwide. read more

I've been getting my glasses and contacts here for the past 2 years. This year I experienced a problem with one of the techs. I called and spoke with the manager Pamela who resolved the situation to my complete satisfaction! Cudos to her for doing the right thing! read more

They are very poor in there I would not go there would give them a zero if I could very rude receptionist I'm glad I did not go there it was for my daughter never recommended poor customer service read more

I was in from out of town for the weekend and needed some emergency contacts. The staff and Doctor were very kind and helped me out. Thank you for saving me! read more

Paid $450 for the crappiest quality glasses. So many scratches in just 4 months. I paid for the scratch resistant lens, always use water to rinse before wiping, and still they look like shit. Never again. read more

They gave me the worst experience I have ever had. I used to go to Walmart & this is a step down. The staff is incredibly rude & the slowest I have seen. I went in for a medical exam & eye exam, they made sure to schedule me for a later time because of it. I went in & only got the medical exam because they were wrong about it. I got in the chair an hour after my appointment & then it took another hour after my quick exam. The doctor made me sit in the waiting area after my exam to be checked out. That nearly took another 45 minutes. Also, the doctor got upset with me about making a medical appointment when the staff did it (I found out I had ocular migraines...I was seeing sparkles, hence the medical exam). When I check out, I asked about prescription & the lady got mad at me & rudely explained that is was a medical exam (they insisted I signed up for both originally). So she set me up for a Saturday appointment Saturday I get a call an hour before my appointment letting me know they are canceling my appointment due to "an emergency medical exam". I didn't cancel on them, they cancelled on me. So I decided to go to the Casa Grande office (because I would be there the following weekend) & they were amazing. Unfortunately I had to get my glasses & contacts shipped to the Flagstaff location & it's been a couple weeks now. I called yesterday to see if they had come in yet & they got pissy with me & said "no, we'd call you if there were, ok?" My mom called the Casa Grande office to see if my glasses & contacts were on there way today & they're conveniently in Flagstaff office. Have been since the 22nd. Hmm, thanks a heap incompetent staff. I'll be getting my stuff after class today. Hopefully they don't have a stick up their butts today. read more

I can't agree more with the negative post, I just wish I had read them before I did business with them. The customer service is terrible. I paid too much for the glasses and they charged me for a warranty which I didn't know about until my glasses broke four days after buying them. Now that would seem like a good thing but the only part that broke was a rubber protector that feel off and was lost. My wife attempted to get them to order a new one, they were rude to her and them ordered a complete new set of glasses. It took a month for them to come in and they never called to tell me when they arrived, then when I went to pick up the rubber piece they wouldn't give it to me unless I brought in the glasses so they could put it on. I've wasted more time with these people. My advice is to not do business with them. read more

This location, on my first visit gave me contacts and glasses that weren't nearly strong enough for me to see as well as I should be able to and the staff was rude. I went back for a second visit and nothing has changed. The doctor doesn't seem to have much skill in doing proper eye exams. I, again, left with a trial pair of contacts that isn't strong enough to improve my vision and after being berated by two staff members after discovering that the card I was going to use to pay was missing, as well as a few of my other cards. I do not carry cash because all of mine require I pay a fee to withdraw cash due to no in network ATM's in my hometown and due to Covid, I'm unemployed so, I need every cent I have. I told them I would call in a couple of weeks and didn't mind them not giving me a copy of my prescription, which the first employee said rudely that she guessed it was okay and apologized. But, having a second employee ask again for payment and get attitude over my card going missing was just ridiculous. I'm going to avoid them like the plague and meanwhile, get another exam elsewhere. read more

As a long time patient at this office, I have to say, the previous awful comments; there WAS a lot of truth in them. This office used to be an absolute nightmare, the most unprofessional doctor's office I have ever been in. I have to say, I think a lot of that was attributed to the previous office manager. From my experience she was money hungry, a liar, and would do anything to get a sale. Connie would try to scam people out of their money. She was unaware I had optic experience and I listened to her weave an elaborate tale to me about how my very minimal prescription needed all of these addons (for her commission). You could tell the employees hated their jobs, and that she made their working environment far from enjoyable. Why would I continue to go to some place with such a miserable experience? The doctor. Doctor O is absolutely fantastic. He is polite, professional and very knowledgeable. He takes the time to talk to me about how my prescription has changed from year to year and what that is going to mean for me. He is quick and courtesy and always answers my questions. I can not say enough good things about him. He is the reason I continued to go back every year. I went in more recently for my yearly eye exam, and Dr O was wonderful as always, but there also seemed to be a change in the staff. I was then told Connie was no longer the office manager and some changes had been made. ABOUT FREAKING TIME! It was a much more pleasant experience. If you are considering going to Nationwide, I would say give it a shot, don't let the previous reviews scare you, there have been some changes for the better it seems. The doctor is wonderful. And the staff changes seem to be a good thing. The only reason I didn't give this 5 stars is because that office needs a serious remodel, it looks like the early 90's in there. Come on, you're a large corporation, spring for the new carpet and a fresh coat of paint. AND because it is my understanding that Connie is still working there. How many good employees have you lost because of her? How many customers have you lost because of her? Keeping one woman around, could be losing you an awful lot of money. I'm obviously not the only one who feels this way since multiple reviews mention her by name. I would say give them a try, avoid Connie if you can, otherwise it is buyer beware. read more

I'm happy with my order, but not so happy with the service. The doctor seems to not really care. He has a nonchalant type attitude. Maybe try the woman doctor. I was made to wait when there was nobody ahead of me to see the doctor. I found that to be bad service. They asked me to fill things out in the waiting area yet there were no clipboards and nothing to write ergonomically correct. Please get some clipboards. I do like my glasses. read more

The ubiquitous "if I could give less stars, I would" definitely applies. This place is awful. The wait is too long, not only in the store, but also the wait to receive your glasses, etc implies that they have no sense of urgency regarding their patients. The staff must not talk to each other because you could ask the same question to different people and get different answers. TLDR - staff is rude and inept, go elsewhere. read more

I give up. I went in for glasses and contacts. The first order was completely wrong, second try the lenses were warped, third try and I got my glasses. After the third try I asked for a print out of my contact prescription as my trial pair were working just fine. They gave me a print out which was not my contact prescription, it was for my glasses. I got busy and never ordered my contacts until 6 months later. I called to order them with Nationwide and they told me that I never finalized the prescription so I would have to do a new Eye exam...smh. I complained and they gave me my prescription after all, but after several weeks I still don't have my contacts. If I don't get them by next week my vacation will be ruined. Never again will I return to Nationwide vision! read more

Given that this is my first real experience with getting glasses, I'd like to say that I'm a little bias in this field. However, after reading some of the other reviews, I'd say my experience was similar. The Doctor and nurse were fantastic, they were able to test my eyesight and get my prescription done in minutes. It was a breeze. And being able to see through the machine they used was exquisite. My first experience with the manager was fine. She definitely wanted me to be able to pay for the glasses immediately, but I couldn't at the time, given that it was going to be $295, this is mostly because there was no place that accepted my insurance; thus I had to pay full retail price. This wasn't necessarily the problem it was the up sell that made me upset, I'll explain later. And after seeing how much they cost me, I should have spent the time shopping around. I got upselled on my purchase and basically lied to. I should have been a little more cognizant about my purchase and said no. However, I was a newbie and wanted to choose out my frames. So my excitement was partially to blame. The experience went like this. On the first day she was definitely very jolly to me, I think she knew that I didn't have insurance and would be paying full retail. She worked with me well and was able to pick out some nice frames with me. I wasn't quite sure which ones I liked, so she guided me in finding something that look good on me. She was understanding of my budget so I will give her a star for that. However, it was when she started asking questions about add-ons that really gets me. We started with my basic pair of glasses, and she gave me a little background information on how they'd be developed and when I'd get them. She told me about how the non-glare lenses would be best for my situation as an engineer. However, it was the price that she told me that gets me really upset. She said the total would only be an extra $25. Oh cool, I'd only be paying a total of $150 for my glasses, SWEET! No, this was not the case. It instead came to $295. I didn't have the money and said I'd be back tomorrow when I can get the funds. Let me note here that part of the reason that $295 didn't seem odd was because the receptionist told me that it would be around $200. Again my new-ness to this is to blame. The following day I came back with the money and the purchase in mind. She seemed rather up tight over something today, and she couldn't seem to remember who I was when I addressed her. She softened up immediately once she realized I came with money. However, this shouldn't be a reason to treat a costumer nicely. She eventually found me in the system, trying to make light of how she treated me earlier by joking about how old the system was and that she was having a hard time finding me. 15 years old, she says. I'm not OK with this, that is in need of a serious update and that is not something to be laughing about, in my opinion, thanks for trying to make me laugh though, I thought to myself. In any case she was able to eventually find me because I showed her what frames I was going to be buying. Interestingly she seemed rather indubious to point out how I was placing the glasses down on the counter wrong. On their face, granted I should have known better, but her tone with me was somewhat rude. In either case she happily took my credit card after she told me the amount. $295. I should have stopped at this point, but being new to this didn't help. She had me sign the receipt and then handed me my papers on my prescription and then the papers for my lenses. I went home that day excited about being able to get glasses, and after my excitement subsided I finally read the fine print. On the bottom it said I could not return the glasses after payment... ok... then it showed each itemized payment of the frames and lenses. I had paid $49 on each lens plus an additional $69 for the add-on, that is a far cry number from $25. I was upset but I should have known better. But it was the lie that gets me, don't tell me it's going to be "just an extra $25" when it's not. If there is anything to remember walking away from this is, is that the seller is never on your side and they will always try to up sell you on everything. read more

When I checked in, I told the receptionist that I only needed an eye exam and the hardcopy of the prescription as I had already placed an order elsewhere for glasses but Nationwide is the only place that took my insurance for the exam. The eye exam was great, the Dr. was professional as was the technician. However, when I was done with the exam, the Dr. told me to wait in the waiting area until he had my prescription ready. I waited and he gave the prescription to the receptionist. She then took me to a desk where she started entering the prescription into the computer. When I told her I wasn't going to be purchasing frames here she got super huffy and very rude - must be they work on commission. She kept asking how much I spent on my frames and that they had "cuter" frames at Nationwide than where I purchased mine. I told her that I got designer frames (Nine West) at a different location at a very reasonable price and she replied "well we have designers here, too, like Daisy Fuentes".... yeahhhh no thanks - so does Walmart. That woman deserves Zero Stars on Yelp, but the Dr/Technician saved her! read more

Awful customer service. Upon scheduling an appointment I told the receptionist that I wanted an eye exam for contacts. After my eye exam by the friendly Doctor Rowe, he told me I could go pick put some frames, I then told him I wanted contacts not spectacles. Apparently the staff never told him I was looking for contacts lenses, so I had to go back for a contact lens fitting. When my prescription contacts arrived a few days later, I received a courteous notification phone call. Picked them up that day and took them home and was anxious to put them in. Turns out the left contact caused blurred vision, I looked at the box and it was the wrong prescription! Doesn't the staff check the lens boxes for the correct prescription when they arrive from the supplier?? I went back Nationwide Vision to rectify the situation, the staff wasn't even apologetic. When my correct prescription arrived several days later, I didn't even receive a courtesy call this time, instead they mailed me a postcard to inform me. It seems no one felt like making a 15 second phone call to let me know my lenses arrived. Needless to say, I won't be going back here ever after this experience. All the staff including the office manager seemed liked they loathed their jobs. It seems the good Dr. Rowe moved out of this two-bit chain operation since my visit and now practices elsewhere. Good on him, he deserved better. read more

I made my appointment at 9 am. When I arrived at vision center, there was another person who made appointment at 9 am, too. Which means they doubled booked us when there is only one optometrist and one tech. Then both of us realized, they checked in another patient (not sure if she was walked-in or 9am patient, too). When I confronted front desk lady, she said your appointment is 9am but 9am to come and fill out paper form. Usually when you go to doctor's office for appt, they will ask you to come 15 to 30 min early if there is any paper that needed to be filled out. When I told her that, she said, well this is our clinic procedure. Which is not true! this is not the first time I went to this vision center. I had to wait 1 hr and 30 min to be seen by a tech who was super slow, then wait another 15 to 30 min to be seen by the optometrist. I felt bad for the optometrist since he was very nice provider, but his front desk staff are very rude and incompetent. it took me 2 hrs to be seen by the optometrist even though my appt was already made. I was not a walked in patient. 4 months after my visit, I needed to order contact lenses. When the contact lenses company contacted this office, the receptionist informed the company that she can't not fax my prescription till doctor reviews it. Which is ridiculous. When doctors sign off prescriptions, it is finalized. They can make addendum, but they can NOT make any changes to original rx or they just need to write a new prescriptions. I called district office to confirm this procedure and the lady from district office said, usually optometrist won't verify rx before it is faxed since he already signed off on it. It has been more than 5 hrs, but they still didn't fax my prescription to contact lense company. I am planning to make formal complaint against front desk staff. I already called district office person who is in charge of flagstaff clinic and waiting for him to call me back. I don't know who trains these front desk people, but they seems like just making stuff up. I work as health care professional, so I know general laws and regulation regarding prescriptions and usual clinic work flows. However, when I confront front desk staff regarding prescription issues, they just come up with most ridiculous reasons or procedures that makes no sense at all. I won't recommend this particular nationwide vision center. I rather pay out of pocket if I have to. read more

Yikes! I should have read the reviews before I went to Nationwide Vision in Flagstaff. It seems I'm not the only one who had a terrible experience. My complaint is with the staff, not the dr. The dr. was intelligent and courteous. The staff was the complete opposite. We are well over an hour's drive away, and combined our trip to get our eye check up while also getting new phones at Verizon up the street. We were wrapping up our transaction with Verizon, but it was looking like we'd be 5 - 10 minutes late. So we called Nationwide to tell them we would be 5 - 10 min late. Connie, at Nationwide, told us that if we weren't there on time they would have to re-schedule our appointment as they had back to back appointments. So we dropped everything at Verizon, and told them we'd come back after Nationwide. We arrived promptly at our appointment time... and proceeded to have to wait 35 minutes until we were taken in to have our eyes checked. REALLY?! We could have been 5 - 10 min late... it's not like it would have made a difference. Several people came in while we were waiting and clearly agitated by the terrible service of the 'red haired gal', the staff at the desk could have cared less that they got bad service. When we went to sit down at one of the chairs while waiting, we were very rudely told by someone from behind the desk, who walked up to tell us, that we were in her chair and we couldn't sit there... then went back to her desk behind the counter. OMG! We did not buy our glasses there... we'll get them elsewhere. read more

While Dr. O provides the best eye exam and ultimately the best prescription that I have ever had, the customer service is by far the worst I have ever had. I go back to them yearly because of the expertise of the doctor. The last time I was there I told them that I was not going to get glasses there since they were so expensive. I was essentially brow-beaten into ordering contacts even though I had not planned to until my prescription was finalized. I will be returning the contacts as they are not the correct prescription and will not be replacing them until Dr. O finalizes my prescription. I really wish the customer service was half as good as Dr. O's treatment. read more

So happy that Nationwide hired Pam Higgins (formally with Sears Optical) to be the new manager. Its nice to know that I will be treated with respect and care now. Thank you Nationwide for making this change! I know there are a lot of bad reviews on here, but trust me you will not regret going in there now! I've known Pam for years and customer service is her main concern! Don't let the bad reviews keep you from going in, everything will be improved and better now with an awesome manager to lead the way! read more

There is new management in Pamela Higgins...This place was wonderful...and I mean stand on the street and shout wonderful...Pamela was endlessly patient with someone who has a brain injury so lots of questions and lots of explaining....never having ordered glasses before...we had the big gasp at what the costs could be....No problem she was willing to redo everything and work out a complete change from what we started with...we got what we wanted...and then had a hiccup on our part...in payment so had to come back later...to finish the transaction...a busy busy day....and everyone was still happy...still patient...working with what ever came at them....I saw tremendous kindness...and a willingness to be helpful...loved how they were with the little children too....I got home and husband had questions about the invoice...so called...still kind...still patient...still a smiling voice...everyone who worked there had a smile on their face...and an open warmheartedness directed to anyone who came in the door...the working environment between employees was affectionate...you could hear that too...in how they all interacted with each other...I will certainly return there or recommend them to anyone needing glasses... read more