If I were able to rate this establishment with zero stars, I would. The staff is horrible. They never answer the phones and follow up visits seem to be unheard of. My contact lense prescription was wrong three times. Each time, I was offered a trial pair, they were never in stock. I'd have to wait until my trial pair came in. After three trials and three months later, my correct prescription was finally mastered. Now, they won't give me my prescription (due to the amount of time) , they are forcing me to get another eye exam, at my expense, because insurance only covers exams once per year!! read more

Too young, not business oriented, and poorly trained. Those are my comments about the front office staff. The doctor was good but he appeared to have no connection with what was happening out front. I have used this location for number of years. Every time I go they provide fewer services. No repairs, poor quality adjustments, and ripoff prices are the standard. I will not be going back! read more

I want to highlight the things I appreciate from this location first and foremost: - after an exam, they provide you with a copy of your prescription. - you can streamline paperwork by filling it out online ahead of your appointment. - they've leveraged tech and enable you to schedule/manage appointments with an online account. Things they need improvement on: - Professionalism: there is no dress code here and while I understand this is a retail location, it's still a doctors office and some standards should be achieved. You can still be comfortable and also look polished. I've come in and someone was in a hair bonnet and some sweatpants. This makes it hard to tell if someone is an employee or not. - Customer Service: On occasion, coming in for an early appointment (when the store opens), there is no one to greet you at the front desk. I waited for about 10 mins or so before seeking assistance. I also understand folks can be short staffed, but there are other ways to prepare for intake of clients. A "be right back" sign could assist; a manual check-in via a clipboard; signage... You need to be able to greet customers/clients as they enter. read more

At our last appointment we waited over an hour to be seen and than another 45 min to get a glaucoma screening. At this appointment I show up 7 min past the appointment time and they cancelled our appointment -You understand the irony. read more

Overall, I had a good experience. I arrived on time for my appointment and was seen within 10 minutes. The person working with me was friendly and the doctor I saw virtually took his time and answered my questions. There were just 2 things I would improve on. One is the gentleman who works the front desk/eye glass section. I guess its part of his job to help people glasses they like. I expleined to him the type I was looking for and even showed him an example of my old glasses. He was less than helpful. Each time he showed me glasses, they were nothing like what I said I wanted. At one point I thought he was going it a a joke. But as he kept doing it, I realized he was serious. The other thing is that I was told to expect a phone call when my glasses were ready. I never received that call. I waited a week past the day they told me the glasses would be ready by and then I called to check in. During that call they told me my glasses have already been there and ready for my pick up. So overall, it wasnt bad but there are a few areas that can use improvement. read more

The worst place to go. All is just a BS. I was not satisfied at all with the service provided by Dr. Hill. I brought my old prescription, and she only did 5 mins exam. She said my prescription is the same, but she wrote me a different prescription. So which part of the prescription is the same?!?! She only gave me glasses prescription, and I have to personally ask for my contacts prescription although I had paid for it. YOU HAVE TO BE SMART IN HERE! The sales person was THE WORST! She gave me $500 for exam and glasses. I have insurance that covers both. You have to argue with her and double check whether she put your insurance benefits correctly. Going here is the same with going to bargaining market. Long story short, I had to pay for contacts exam which IS COVERED BY MY INSURANCE. She argued that my contacts exam was special and not covered. I called my insurance, and IT IS ACTUALLY COVERED. She asked me to pay $85 for the exam because I didn't buy contacts from them. The hell?!?! Never heard of that BS before. Enter at your own risk if you're here! I have been dealing with glasses, exam, contacts for more than 20 years. This is just the worst place I've ever had. WATCH YOUR INSURANCE BENEFITS WHEN THEY INPUT THEM IN THE SYSTEM! They'll sneak out some points. read more

I really wish I could give the Visionworks in Brandywine, MD a zero for customer service! I really dislike visiting this location but I needed to exchange my glasses for a new pair. I went in to order a new pair and per usual they were not helpful at all so I decided to go to another location to order. A week later (May 17), I received a message that the glasses arrived at the Brandywine location but when I called to confirm they denied that they received it on 3 different occasions (2 phones calls, 1 visit)! On the 4th time calling (over 2 weeks later, June 6) I asked if they had actually physically looked for them because a message was left on my phone weeks ago that they had arrived. The lady that answered the phone basically said no one had left me a message and said I needed to call the other location that they were ordered from. Needless to say I was at the other location with the rep and he confirmed and showed me that the glasses were due to be delivered at the Brandywine location on May 17. He also contacted the Brandywine location after listening to the message that the Brandywine location had left on May 17. So why on June 6, were they still saying they didn't have them???!!!! I had proof that they called so at this point I decided to go back to the Brandywine location AGAIN (June 6), so they can hear the message. When I arrived and told them I had been trying to track down my glasses but was getting the run around, all of a sudden my glasses were there in a drawer. I could not believe that I didn't get an apology, no explanation or anything nicely said! The guy literally just looked at me and handed me the glasses. I proceeded to hand him the old pair and he asked me to have a seat. Now I'm really confused and frustrated because why do I need to have a seat. I had been inconvenienced enough! After about 10 minutes of him helping someone else, he comes back over and I hand him the glasses. He asked if that was all I needed and I said yes. He proceeded to walk away with the old pair. No goodbye, no have a nice day or at least a thank you. That was my last visit at that location! I will NEVER visit Brandywine location again! This location definitely needs training on customer service, the females and male!!! read more

This is the WORST Visionworks location in this area. If you can find another location to go to, it would be worth it. The staff at this location comes off as incompetent and lazy. They talk more to each other about lunch orders than they do trying to assist customers. read more

Ghetto staff... Don't know what they are talking about and are no real help...I'm not doing business with them anymore.

They are not professional. The ladies seem to have an attitude. I requested information back in January, here it is March and I still have yet to get the information needed. I requested paperwork in January 2022, was told it would be sent to the following Monday, never happened. Called, back never happened, went up there never happened. Fastforward February went in and hand carried the paperwork to them told it would be ready for my appointment on Monday 02/28, went there was told doctor not in, would be ready later on that day, cancelled my appt. My husband went back Tuesday, guess what, Yeap still wasn't completed, may be completed by Friday or Monday the following week. Now, I've had to cancel my appointment again. NOW, they say it will be Saturday. Who is the manager of this place? Worse Visionworks ever!!! read more

This was a horrible experience. You cannot get any information except coming into the store it's been 7 weeks I'm waiting on a trial pair of contacts. When I was waiting for my eyeglasses I called and called and call they kept saying they weren't ready finally I decided to come into the store where the glasses had been waiting For one week! Now they can't even tell me when I'm getting trial contacts 7 weeks later I'm waiting I have no contacts. Don't waste your time or money read more

I had a very good experience here. Dr. Joseph was very friendly, helpful, and knowledgeable. Other staff members were also helpful with frame selection and professional. I was able to get two designer frames for about $90. I actually ended up paying less than I had in the past at Walmart. I went on a Sunday so the store wasn't busy and I was able to get my eye exam and frames in less than an hour. I'll definitely visit this location again. read more

I go here because it's across the street and easy to get to. I never have fast or decent service. You can not get the girls in here to do anything fast. They have mild attitudes. Not enough to anger me but enough to annoy me. When they go in the back room they don't think you can hear them giggling and doing other random things besides what you asked them to do. The older guy is equally annoying. First time he told me the wrong price and when I came back the person working that day said "he's been working here for 15+ years. He knows better than that." I'm in here again to simply pick up contacts and he said "I'll be with you shortly." An employee walked in on their off day and said "hey. I need a copy of my pay stubs." He hopped right up and ran to the office so he can do that instead simply handing me my glasses and contacts that were at the counter. The other girl, who usually gives the most attitude, gave me my glasses and contacts within 30 seconds of helping so I don't know why he didn't do that himself. When they notified me my stuff was ready, they just said contacts. Not my glasses. But both happened to be ready. Also, the optometrists are ancient. And they talk in spiels. If you ask them a question outside of their spiel, they can't answer it. I really need to stop going here. read more

Can I be a good recommendation for any business when they can't be honest on the phone. Called this location because their Waldorf store would never answer the phone. They claimed not once but twice to fax a prescription for contact lenses to another business closer to where my cousin lives was going to pick them up. Never got the facts called them we sent it the receiving end has not gotten it yet. Clear cut failure customer service and would never trust anybody with my credit card or insurance information that will lie to you over the phone Full me once never again read more

The absolute WORST Visionworks in Maryland. If you can go anywhere else, do. 2nd time using them and only chose them again for convenience since we got our glasses last from them. Scheduled our appointment a week in advance, got there and after an hour still had not been seen and there was still one person they said ahead of us. The 2 that were seen after we got there got there after we did. WASTE of my time. NEVER AGAIN read more

The wait time is horrendous. Do not come here unless you have the rest of the day free. Staff seem nice enough.

It was that time of year to get my eyes checked, in previous years I had gone to Costco, feeling that they didnt do a thorough exam, i thought I would go somewhere else that my insurance covered. I was very happy with the exam, and when it was time to pick out glasses, they had a fairly good sellection. I ordered 2 pair of glasses, since it was cheaper to buy two pair than one. One regular pair and one sunglasses. "KATIE" was awesome in helping me with cost and getting my insurance straight. I will have to say one thing, I do believe you need to up date your programs and make them more user friendly, for your employees to have to keep on logging onto the program, that is just a waste of time. Another little FYI, it would of been nice for the people at Visionworks to have gotten in touch with my insurance before I arrived so that I didnt6have to wait on them. Also, when I sent my filled out forms, your employees received blank forms back from me, when I took my time to fill everything out. You really need to REVAMP your computer programs and systems, we ARE in a very technical time. read more

The worst in communication at the Brandywine location. I can never get anyone on the phone. I've had to drive up there every time. I ordered contacts and glasses months ago after having a eye exam at this location. A few months later I needed to reorder contacts and was told my prescription was not in the system and that I would have to wait until after I get my annual eye exam before I could order more. What?! To add they are not welcoming when you come into the establishment. It's as if they hate being there and they are going to show it and make the customers aware that they don't wait to be there and making the customer feel unwelcome. Try another location or doctor's office altogether! read more

The staff is fine but the operating procedures are trash. I understand its COVID but WHY DO I NEED TO SET AN APPT TO PICK THEM UP????? I have to wait 5 days to PICK UP glasses. Im not going back to this place bc this was terrible customer service. 5 while damn days JUST TO WALK IN AND WALK OUT WITH WHAT I PAID FOR?!?!???? read more

I have been coming here for my annual eye checkup for years but i will never be coming back. I made my appointment for my exam about a month ago but when I get there they say they are running behind. I understand things happen and can run a little slow but the doctor was not even in the office. I did not know that the doctor only comes in on Mondays my appointment was on Saturday. I was not told online nor on the confirmation call that for my appointment the doctor exam in done online. My appointment was at 4:00 but did not get called back for my preliminary test until around 4:45. After those tests I was told to sit back down in the doctor will be with me shortly, it wasn't until then that I found out the doctor wasn't even in the building and there was no estimated time when i could talk to a dcotor. I don't want to talk to a doctor over a tablet or whatever they have, if I had known that I would never have booked my appointment with this place. They really need to let people know that there is no doctor that comes to this location except for one day out of the week. read more

Greetings Mr. Roy Scott, I am writing this letter in regards to the unprofessional uncivil customer service I received at the Visionworks Brandywine, MD location by Akiah. I phoned this location on Friday March 1st to inquire whether or not Visionworks accepted insurance towards eyeglass purchases. Akiah assisted me by asking for my policy number; and then replying "yes Visionworks accepts BlueCross BlueShield". I was not sure why Akiah requested my policy number considering I asked a general question. Meanwhile, later that day I decided to visit Costco Brandywine to shop for eyeglasses. While at Costco I was made aware that there was a hold on my insurance from another vendor. I immediately left Costco to inquire regarding the hold on my insurance, which I did not authorize. When I entered Visionworks (approximately 7:10 p.m.) I observed a minimum of 4 associates. Two were assisting a customer and the other 2 were conversing among themselves. I was not greeted when I entered the store. I proceeded to look at the frames considering this was my first visit; and noticed several that sparked my interest. After which, I proceeded to ask the 2 associates for assistance. Akiah began to assist me. I asked her "does Visionworks typically place a hold on customer's account when one is just inquiring whether or not insurance is accepted". Akiah's response was no. I began to share how I phoned earlier with a general inquiry and my concern as it related to an unauthorized hold being placed on my account. Akiah became extremely argumentative expressing she did not place a hold on my account. I then asked to speak to a manger (which was present during the time of this occurrence). The manager shared she was new and would do her best with assisting me. As a result, the manager phoned Davis and verified a hold had been placed on my account; and asked for the hold to be release. Is this a common practice for Visionworks to place unauthorized holds on customers' accounts without their knowledge? Are associates trained to be argumentative; unruly and unapologetic towards customers? read more

Rudeness. I've never been to any eye place that has a 5 minute grace period. My appointments were 3:40 and 4:40. We came in at 3:50 and was yelled at by a worker that we have to reschedule the 3:40 appointment from across the room. It's honestly not reasonable to have only a 5 minute grace period in this area especially when that is never told to patients when they book. However it's about the tone. Basic human concepts "it's not what you say but how you say it". So yes I'll stay for my second appointment but I won't be rescheduling at this location ever again. read more

Just went this afternoon with my parents and everyone there was so nice and friendly! I was a little nervous about going because of the reviews, but everyone we had was extremely nice and the Doctor was great and very sweet. I would definitely recommend this location and it wasn't very busy at all when we went. read more

I purchased glasses and contacts here and was happy with the service. This was my first " virtual" eye exam and it went very well. In my opinion they were prompt and professional. My glasses arrived in a week and the daily wear contacts were so reasonable! I'll shop here again. read more

Fatou did an excellent job assisting my wife and I with our selection of frames and gave us a detailed list of options to enhance our purchases. She was so great, my wife got two pairs of glasses. Fatou provided the highest level of customer service which is greatly appreciated. Keep up the good work! read more

I'm always in and out very quickly here, even though they are short staffed due to Covid. Friendly staff and they always answer my questions when I'm unsure about insurance benefits. I plan to make this my regular location for exams, since I need glasses and contacts. read more

The entire staff at this location are wonderful. Especially the young ladies that helped me, Carlisha and Michelle. They took the time to explain my benefits which allowed me to get a better pair of glasses and to make good use of my benefits. With their help... I was able to order some sunglasses... Come on fun in the summer!!! read more

Alaya, Bridgette, William and Dr. Johnson were excellent! Very professional and knowledgeable! The office was very clean and everyone was really nice. This is my first time going to any Visionworks', but I'll most definitely be coming back read more

Excellent customer service from Sales Associate Carlisha! Extremely knowledgeable of products and insurance Policy and payments. Enjoyable personality and commendable professionalism! Ask for Carlisha and Dr. Hill for a wonderful vision care experience and purchase!! read more

Optometrist Hill needs to be fired!!! Her customer service is horrible. She issued a prescription I couldn't even see out of. When I picked up my glasses I immediately stated I couldn't see out of them. Her words were "that's the best I could do." THEN she decides to refer me to an ophthalmologist. She should have done that prior to prescribing anything for me. Fast forward I have now gone to the ophthalmologist and he couldn't believe the prescription she tried to give me. On top of that now I have a new prescription I need filled and Visionworks corporate has not returned my benefits to my insurance so I am stuck paying out of pocket so I can see. This all could have been avoided simply by Optometrist Hill acknowledging her limited ability in the first place. read more

I ordered contact lenses on 10/24/20 and received a thank you for your order email on 10/25/20. It's now 12/21/20 and I still don't have my lenses! I've called several times and just get sent around in circles using their automatic customer service. read more

Diana was so patient! I wasted so much of her time trying to decide if i could afford three or four pairs. She definetley didnt try to charge me anything,ridiculous. She refunded my money and then i changed,my,mind and ordered what we had originally. That type of patience is rare. had rolls been reversed I would have rolled my ehes at the ignorant customer. i really appreciate it 5 stars for Diana! She aslo asked about my,life and career which is nice. I also really loved the doctor. read more

Throw the whole staff away, nobody communicated with one another (associates/optometrist). Optometrist didn't ask me a single question about my preference of prescription during the exam, it wasn't until after walking me back out to the front & wanted get a sale. When i replied I'm interested in lenses vs frames she got an attitude with me & then said she's going get me a trial pair of my new prescription. Mind you, i had my last contact lenses box & also the written prescriptions from the last 2 years with me in my hand the entire visit. When the associate & I started discussing my interest & I stated i want to look at different options for lenses since my insurance only covers 6 months worth in lenses she seemed upset I wasn't interested in making a purchase today because I further have 3 months of lenses left & told the optometrist I'm not interested at all in any purchases so I didn't get to weigh any options for the future nor did I receive the trail lenses & also they printed out a lens prescription with no signature from Dr. Hill. G St location is wayyyyy better with making sure customers don't leave out with any further questions or unsettling feelings about their establishment. That's what i get i guess, and oh yeah this whole process took from 4:15pm-5:30pm. Literally was only 1 other customer in the store who was trying on frames LOL. However, my wife visited here the past weekend & said she had a great experience but maybe i look like my money isn't green or something. Oh well this place won't miss me & I won't miss them, only sad part is i have to revisit to probably get my contacts lenses prescription signed. read more

I went to this location because it was listed as a provider for my insurance. The customer service is excellent! They also have a great selection of frames. Good safety practices during this time as well. My only issue is they are very expensive! I could have bought a very similar pair of glasses for HALF the cost from Warby Parker. I will only go here for my eye exam in the future and buy glasses from WP. read more

Very poor customer service. Not knowledgeable on products or details. Completely unaware of insurance co-pays and billing details. The staff at this location act as if they are doing you a favor by asking "what do you want today?" as the initial greeting. Very clean location and centrally located in brandywine crossing center. read more

This is the worst place ive ever been to. I have been trying to get my records for months because it is always a horrible experience here(and overpriced). You wait forever for your yearly exam, nobody has authorization to print out presciptions, they immediately put you on hold when you call for at least 15 minutes 10 minutes after they open at 10am. and nobody seems to have any knowledge of how the front office works. They either rush you out or keep you waiting for 30+ minutes. I have been trying to get an EXPIRED presciption (just to know my old eye power) and it is like jumping through hoops. Went in, waited 20+ minutes because the girl up front couldn't print it, she asked for help but her coworker decided to never come up. . Left and called back and the GM was contacted. I was called just to be told it was expired. So?? . called back hours later and asked for it to be faxed. They said yes, but actually only sent a release form. Which is cool but i was never told i needed a record release. They need to retrain everyone there or hire people who care about the business read more

Customer service skills are lacking at this location. I try to keep coming back here because I want to support a business in my own neighborhood, but the staff here makes that extremely difficult. From promises of call backs (which never happen), to extremely long wait times for appointments, to complete INCORRECT information being given by staff, to staff's unwillingness to seek answers to simple questions such as "Is my prescription still valid" to the most recent final straw of scheduling an appointment over the phone only to find out once there that the employee never put the appt in the system. If you decide to come to this location, be prepared for a frustrating experience and hope that you don't need to come back for a follow-up or to re-order anything. read more

My 6yr old son was prescribed glasses. After spending over $300 and having his eyes checked 6 months later by another doctor....he has 20/20 vision and the second Dr. said the prescription was never needed. read more

They get 1 star because everyone there is nice and polite. But.... I had to keep going back and going back because they got my glasses prescription wrong twice! And one person would tell me one thing and then another would tell me something completely different. I was told I needed to see the lab tech and then his hours seemed to keep changing because whenever I'd go in to see him he wasn't there. It took me numerous visits and 3 months to finally get my glasses correct. Next time I need a pair of glasses I'll be sure to check with my insurance where else I can go, because I'm definitely not going back there! read more

Myself plus entire family have been patients here 5 years. I really like the selection of frames at this location, staff very professional. Arlene is always willing to help with anything, and knows your name when you come through the door. Prices are pretty reasonable. No complaints. read more