Well, thanks to Michelle she gets 5 stars, store 3 (that's generous) as we were going to walk out due to a bad first impression! My husband needed to get glasses and so we came in yesterday around 2:30 PM. There was a man sitting at his desk (literally right when you walk in) bent down rubbing his leg and looked like he was in absolute agony! My husband told him what he was looking for and this man made no effort to communicate or attempt to help us as again he really looked like he was struggling & should have not been in any shape to come to work. As we were looking around there was just one other staff member at her desk (Michelle) already helping another customer. We browsed at frames and I told my husband I was extremely uncomfortable with this man as by this point he was literally laying his head down on the table (see video). It was a shame and sad, but also unprofessional and very concerning! There were a few employees in the back office area so I approached them with our concerns & they said they had gotten numerous complaints already? What? Why didn't he get sent home and how many customers walked out?! We asked if someone else could assist us and Michelle was just finishing up, so she was able to get everything we needed and her customer service was excellent! She saved the day for this review! Michelle was knowledgeable, patient, friendly and kind. She helped get my husband exactly what he needed and gave additional advice for his eyewear. To the management staff. You should not have an employee come in, work, be at his desk in misery! This isn't a good look for your business, how can you even have someone come in to work that can't even function? Advise- this man should get the help he needs and return when he is healthy or go on disability pay until he is stable enough to come back to work. read more

Visionworks - Optometrists Near Me - Gilbert, Arizona

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My husband and I Went in to get lenses for a frame he already had and the older white lady had such an attitude. She spoke to us with a stuck up tone, so stand offish. We left without getting anything done. I recommend you Go somewhere else with nicer customer service. read more

Update to my previous review! Visionworks will definitely be my future go to for my glasses needs! Was quoted that my glasses would be done on 12/28, wasn't too worried about the time frame considering it was the week before Christmas when I got my exam done. Got an email on 12/20 that they were ready to be picked up! I was so shocked they were done so quickly. Went in to pick up and they were perfect! Highly highly highlyyy recommended this location! read more

Worst customer service ever. Lorna at the Gilbert location has got to be the rudest person working there. She totally lies to your face and does not admit fault when due. Totally lost our business after years of our whole family coming to the same location. read more

Absolutely loved Michelle! We went to another location and had a poor experience but we came to the santan visionworks and Michelle listened and actually helped make our glasses right. read more

Horrible customer service, they were extremely rude. The lady in the exam office was more concerned with talking to another employee and leaving to take her lunch rather helping me. read more

So I purchased glasses from another location and Mario worked hard to find out which one and if my glasses were covered to get my frames replaced!! Then Michelle came in with an assist and actually found my exact frames in the store saving me a trip. I am truly appreciative of them read more

Visionworks - Optometrists Near Me - Gilbert, Arizona

Went in for contact eye exam. Staff was efficient and friendly. I was not happy with the trial lenses they gave me. I scheduled and online appt to get another brand and see how they were. When I arrived they were upset because I am supposed to call to schedule that with the Dr. who initially did the exam. So here it is, a month later.... still cannot get anyone to answer the phone to schedule a follow up so I can actually order lenses! Insurance will not cover another exam (less than a year) and no one answers the phone. I guess I will schedule online and upset the staff. I have included a pic of my most recent attempt to call... notice the amount of time the phone was ringing at the top of the screen. read more

Visionworks - Optometrists Near Me - Gilbert, Arizona

DO NOT go to Vision Works at San Tan Mall. I had the worst customer service experience ever. First, I called on a Friday and I made an appointment for the weekend. They do have Saturday appointments which is helpful for a busy working mom. I show up with my daughter for her appointment on a Saturday and they told me they cannot see me because my insurance company is closed. I ask why they didn't verify the insurance on Friday when I made the appointment. I received a response of "that's not their job." I told the front desk check in person that this was the worst customer service experience I have ever had. His response was, "I don't know what to tell you." I also spoke with a manager who didn't even apologize for the inconvenience. I will be calling a Mario on Monday to let him know how horrible my experience was. I will also write a letter to the corporate office. read more

Here's what I wrote to their Corporate Office: I purchased and paid for in full of pair of glasses on October 9. This was at the Gilbert store in Arizona. They told me the glasses would take about two weeks which was a little bit disconcerting because my birthday was in just less than two weeks and I had hoped I'd have them for all of the picture taking. But, oh well, I'm a big boy, I could wait. So two weeks later happened to be today as I write this. I called the store half an hour after they opened. I was on hold for 22 minutes and nobody ended up answering the phone whatsoever; I had to listen to the same message 44 times. Since it repeats itself every 30 seconds and it tells you that, "...if you prefer you can contact us at visionworks.com." So I went onto visionworks.com while I was on hold and went onto your chat line. I waited nine minutes and nobody ever replied to the chat line. 22 minutes on the phone nobody answered and nine minutes on the chat line nobody answered. This is not good customer service but it gets worse. I called the store again and finally got through to them and talk to a nice fellow, Gonzo. He told me that my glasses arrived on October 17, two days before my birthday. Nobody called me. Nobody texted me. Nobody emailed me. I could've had my glasses on my birthday as I had originally hoped but nobody bothered to tell me that my glasses were in. Nobody called me. Nobody called me on the Saturday that they came in, nor the Monday Tuesday Wednesday Thursday or Friday that they were sitting at your store; I could've picked them up. What kind of customer service do you call this? What kind of rating would you give yourself? The last message I left on your chat line was to have somebody call me. Nobody has. read more

Do not shop here. I went back a second year because I liked the doctor. Big mistake! The Dr wasn't even there. Then the messed up my PD and had to remake my glasses and sunglasses. Picked them up a second time and something was still off with my glasses. They acted like I was stupid or lying that I couldn't see clearly. I paid $800 i should be seeing perfect! Not blurry and getting a headache! They then refused to remake and didn't even return my call after going through a 2 hour in person of them bending my frame all up. I go back a 4th time and they want me to pick a new frame. No I want the frame I picked. So I returned the glasses and now 15 days later they still have not credited my money back or released my insurance authorization. So I had to file a dispute with my credit card. Save your time and energy and money and go elsewhere! read more

Staff are helpful. Doctor is great. But you can't get ahold of them through phone. There's no other way to reorder through phone but to really just show up there which is an inconvenience. read more

If you are considering going here because they take your insurance, but you insurance takes one other place- GO TO THE OTHER PLACE. I arrived early to my appointment to fill out paperwork, but stood at the big red stop sign upon entering the building and waited more than 5 minutes before anybody came over to take my temperature and covid screening, thus, making my appointment late. My exam itself was great, doctor was fantastic, but the staff needs help. After my exam the doctor told me to wait up front to checkout. I waited for about 5 minutes, and then someone came and said to just hang tight. I waited another 10 minutes until finally a gentleman came to check me out. He was bouncing back and fourth between me and another patient and explaining to both of us that someone else needed him in the moment. My total was $51, and he then handed me a receipt for $157. When I said this isn't mine he was confused and staring at all sorts of paperwork until he concluded it wasn't my receipt. Sounded very convincing. I had to leave and did not even get to place my contact order. The following day I collected myself to call and place an order for contacts. I waited on hold for 45 minutes listening to a repeating message- until I hung up. I called back an hour later, waited about 15 minutes, and it took Jason 30 minutes to pull up my insurance and purchase my contacts. A process that did not need to take 30 minutes. I've been wearing the same contacts for 10 years- it doesn't take 30 minutes to place a contact order. Vision works obviously does not value their employees or workers enough to have a staff that 1. Knows what they are doing 2. Enough staff to help customers. read more

Rylee, Dr. Bassett, and Michelle were all fantastic!! Patient, kind, and knowledgeable. They really worked hard to make sure I had the best experience possible. Fantastic teamwork! Very impressed with Visionworks San Tan Village. Sincerely, Brian Cousins read more

I scheduled annual checkups for my daughter and I for 5 and 5:15pm. Afterward we needed to pick new frames. I was unaware the place closed at 6pm and was not informed when I scheduled that I would need two appointments. Afterward we were rushed out and told we needed to return at a later date, but the manager didn't offer to reschedule us until I asked as she needed to go pickup her car. Inconvenient and poor customer service but okay. I scheduled a return appointment for the following Saturday. Purchased 4 pairs of glasses and each was charged a $20 "materials" co-pay. However, the invoice said the copay was for the exam. In essence, I was charged an additional $80, after the copays I had already paid for our exam appointments, to come back and select frames. It felt very dishonest and I won't be returning after we receive our glasses. Tip: If you are scheduling an appointment late in the day and think you might also need time to select frames , be sure to schedule early enough or be certain they won't charge you your copay again if you have to return to select frames. They will not tell you they close promptly at 6pm and won't help you beyond that time. They should probably stop taking appointments after 4pm if this is the policy. read more

My family and I are going to continue using this place. The eye doctor, I wish I remembered his name, was very nice and professional - and so were the other support staff. Then on the floor Ana took the time with my husband and I to pick out glasses, which took almost an hour and a half because I was so indecisive honestly. Ana was great, had a great attitude and made the experience as easy as possible. These are the kinds of experiences that create loyal customers :) read more

My experience was amazing. I got my eyes examined by the Dr, he was great! Once I had my Rx for my glasses I went out front to select my new frames. I was hesitant about this as it's always nice to have friends with you as you go through the selection process but the staff up front did an amazing job of helping me select the best frames for my face shape and we had a lot of fun while doing it. Yes, Covid19 has everyone inconvenienced with the current protocols and mandates but the staff at Visionworks really were awesome and I had an amazing experience while there for my appointment. Thank You all for your help and professionalism! read more

Horrible service, the OD on staff Palaynick does not listen to patients about how specific contacts work for them, the staff takes your information and never returns calls and the phone must be off the hook because it is eternally busy. Huge mess trying to get the actual prescription to order from another facility excuses abound, printer is broke, it hasn't been officially released, we faxed it to you.... Yes you did but you faxed the back side of the script only. Unprofessional and will never use them again for any of our families needs read more

Worst Visionworks I've been to. I ordered a pair of glasses from another store, got the pet protection and when my dog ate my glasses, I went to this store to get them replaced. I spoke with a woman there and together we searched for the same brand/style glasses, but this store didn't have it & she had to send out to another store to have the order filled. Two weeks later I called the is store trying to get an update on my order and the woman on the other line said she was not showing an order placed for me. A week after that, a gentleman from the Ahwatukee store called and asked me if I was still wanting to pick up the glasses at the San Tan store or the Ahwatukee store. I told him my experience the week prior and he assured me the glasses were at the San Tan store ready for pick up. The day arrives that I can pick them up and to my surprise, the glasses were five (5), yes 5 sizes too small. My previous pair were 53s, the new pair 48s. I asked the guy at the counter who was helping me if they were children's glasses and he said No. Then, I asked if they were too small for my face and he said No. So, concerned and unhappy I left the store only to return 15 minutes later because the glasses were definitely too small for my face. The same gentleman I worked with 15 minutes prior, helped me again. When I told him the glasses were way too small he said, "they were pretty close your temples." Uh, hello! You told me they weren't too small and now you are saying they are!?! Worst customer service ever! I highly do NOT recommend this place. I will not be going back to this store in the future! read more

i was very happy with the customer service that i received at the san tan village location in gilbert,az. Mario, the manager, and Michelle were very helpful in making my new eyeglass experience enjoyable. thank you. i will be back when i need an update on my glasses. read more

I've been seen the last 3 years and have noticed there were all new employees each time. My exams were always an excellent experience however the times when I I've searched for new frames were not the greatest. First off, I received several reminders my next visit due, so I made an appt for beginning of January and when I showed up, they tell me then, that my insurance coverage starts 2/1. What?!! Anyway, annoyed, but stayed and paid from my HSA. And why didn't they just call? Anyway, I go about choosing my glasses, chose a pair but won't be ready until 1/16. They said I'd get a text or call. Neither one received. I called on 1/18, talked to a girl, didn't catch her name, said oh yeah, your two pairs of glasses are ready. Whoa wait, just one. She's like are YOU sure , yes I'm sure...are you sure you didn't order a pair of sunglasses? Omg, YES, I'm sure! I asked to pls check that I was not overcharged, and again no apology, just, oh! These are someone else's! And oh, they got these ready early so that's why u didn't receive a text. Wait, what?! It was 1/18 and due 1/16? She didn't say anything, ijust hung up, frustrated. Upon pick up, guy who helped me, rushed me out the door since there were other customers that just walked in. Needless to say, I won't be back next year. 2/13: James rocks! He was so helpful and friendly!!! Thank you thank you for helping me! You have the BEST customer service attitude! read more

Two separate times they made my eyeglass order incorrectly. Both times were agent error entering the prescription and the second time ordering the wrong glasses. Neither time did they care the error was made. Atrocious customer service. I will never use this company again even if I can't use my insurance with other companies. read more

We've been getting our eye exams, contacts and glasses here for maybe 4 years and it's been good. The turnover at the vision front office seems frequent though. And for the first 3 yrs or so, it was the same people in the glasses selection area, but now all those people have moved on to other careers or jobs and they are all new people. Bummed as I liked the other people. The Eye Dr has been the same and right now I can't remember his name, but he's always wonderful. He's very personable and helpful, with a super nice disposition. My husband, kids and I go here - well, my husband has only been in once for himself, but the kids and I go here annually. We all started with glasses, but 3 yrs ago, my daughter got contacts and has stuck with them. This year she got backup glasses, which they had a great special on them. My son got glasses the first 3 years and this year got contacts. My son has gotten transition glasses, also glasses that he can play sports like soccer in without worrying they fall off his face. They've worked well for him, but now he says he likes the contacts much better. We have great Vision insurance so contacts are fully covered. I wear progressives, the most expensive kind they have at VisionWorks. My insurance pays for probably 90% of the cost, which makes my out-of-pocket really great. I like the glasses I've gotten. Wish there were, however, other more decorative or trendy glasses for women who have wider faces. They don't have a huge selection and the pair I got looked good on me, but wasn't the fun style I wanted. They had them for thinner faced women, but alas, that's not me. That would be my only thing - more glasses styles for women with wider faces, but that doesn't knock the 5 star down any. read more

Very very impressed! Went here with my dad to help him a few times and knew to come here. I feel like my old eye doctor had me in the wrong prescription for YEARS and finally, thanks to the thorough job done - I am in the right one. Very affordable. Wonderful experience with every person in Visionworks. Will be back and recommend to friends! read more

When I first stared coming here, things went great! I needed to be able to schedule weekend appointments for my prescription glasses so I gave them a try. In the beginning, I couldn't have been happier. Unfortunately they have had a change of personnel. I left my sunglasses for repair just before corona virus shut down our economy. My wife and I began calling in late March because we have not received a call from them about my sun glasses. We FINALLY got ahold of Tamra today and was told they did not have any glasses for me and that we are out of luck. She was extremely rude and unprofessional to my wife. Since they obviously don't care about keeping our business, we will find another optometrist for our family and I suggest you do the same. I expected to be treated with courtesy and appreciation when I'm spending my hard earned money with you. That's all ! You will not receive that here unfortunately!! read more

Update: So, this weekend my step-son reported to me and his dad that he couldn't see correctly with his new contacts. We found this out when he FLUNKED his physical he was getting for basketball tryouts. That's pretty concerning, so we immediately made an eye appointment for the Visionworks in Queen Creek (I was DEFINITELY NOT going back to the San Tan shop). Turns out the Dr in San Tan gave my step-son a completely wrong prescription. My step-son had never worn a contact in his right eye, but Dr. Basset had insisted he needed one. He also prescribed a way too powerful contact for a minor astigmatism. So the contact in the right eye was unnecessary and the one on the left kept sliding down due to the contact being too heavy because the astigmatism was written incorrectly. Absolutely ridiculous!!! So, what should have been a quick appointment and prescription has turned into a 2 month ordeal. We have had to go to 3 appointments so far, plus order contacts, plus glasses and now everything has to be re-done. I will be writing the corporate office regarding this situation. I completely understand everyone has an off day, but if you read reviews about this Dr and this Visionworks it would be best to stay far away!!! read more

The doctor is great. But the front office staff is rude. I'm not going back here ever. I got my eye exam and the office staff refused to give me my prescription read more

I love the doctor here, but the front staff definitely leaves a lot to be desired. I have excellent vision insurance and every year my progressive lenses cost me $300. I recently went to Costco with my own frames and paid 129.00 for the same progressive lenses without insurance ‍ Appointments are always at least 45min to an hour late & they also lost my husbands glasses in transit. It took weeks for them to resolve the issue and make him a new pair. We will probably still use the doctor, but I'll be getting my glasses elsewhere. read more

I haven't gotten my glasses anywhere but this store for many years. My daughter has as well. I guess after all of the years Visionworks needs to be reminded that even loyal customers have choices and while it was never my intention, it is time to find somewhere else to get our glasses. The front desk was intolerably condescending and rude while at the same time being unapologetically unhelpful. After 3 minutes of that treatment, I had to leave. Fortunately, lots of people make glasses and give eye exams. It won't be hard to replace them with someone better. read more

I have never been to a worst eyeglass place. It's been 2 months and I still don't have my contacts nor has anyone returned my calls. Find another place if you want decent service. read more

I had gone in to get my eyes checked the other night and that was good service, mediocre at best, but calling back a few days later just to check status of the glasses was the worse service ever. I was on hold for ever and then got hung up on. When I called back to check again I was then put on hold after telling the associate what had happened to be put on hold for another time. I was on my way out so I couldn't hold any longer. Was very disappointed that they seem to not care for their customers. read more

We went on the evening of November 4th. My daughter needs a new pair of glasses. I must say the woman working there (with purple hair) was less than not helpful at all once we said we were using insurance to buy glasses. My daughter needed a specific size and all the lady said was you can find them on the wall over there. The other gentleman who was helping another family was finding sizes for the people he was helping. Instead of the woman helping us, she rolled her eyes when I said I cannot find a pair of 56's. I left the store and refuse to step foot in there again. I'll take my business to a place its valued. I hope this fantastic associate finds a new job if she is THAT unhappy. read more

I waited almost a week to do my review because I have very mixed feelings. The eye exam, doctors and selection deserve 5 stars. The customer service And the VERY LONG WAIT to order glasses and then picking them up worth negative stars. It took over 3 hours for eye exams (which went quick) and to order glasses. They are Super Busy which is a good problem to have but have enough people there to take care of your customers. Picking up the glasses was another nightmare. Go when you have NO plans because who knows how long you will be there. It took almost 2 hours to pick up our glasses and not all of them were there. The second time I went in to pick up I REFUSED to wait. I told them just give them to me and I will heat them at home to bend them if need be. Extremely frustrating and disappointing. read more

The worst customer service, all employees egnore the customers, your waiting a long time. No one ask if you've been helped. I will never use them again. read more

paid 3 wks ago but so far No glasses, No ETA, no good service.It has already overdue 1 week from the promised" pick up time". Plus they never call me once to notify me its gonna be late !!!! I called them 3-4times since it's overdue, at least I need to know the ETA. The lady on the phone was nice and promised me the lab supervisor will call me back. My phone never rings. Feel like they no longer care about you after you swiped your credit card :( Every customer deserves a better service. The doctor is nice but I really don't know what's going on for the retail store.. read more

Visionworks - :( not very happy - Optometrists Near Me - Gilbert, Arizona

I went in for an eye exam and glasses. I had the pleasure of working with Dr. Bassett for my exam and he was able to suggest the correct contacts to be using with my horrible vision. I also got to work with Thomas for my frames and he was very knowledgeable and educated me on the products that were available for my glasses to get them ordered! Thanks guys! read more

It was my first visit to their store in San Tan Village. We were greeted by Michelle, who was very wonderful! Unfortunately, one staff made our experience negative. My 6 y.o. daughter was looking at their frames. She tried on some of them. Tamara, an assistant there I was told, loudly and RUDELY said in front of her customer and other customers that we were supposed to put the glasses that we touched on a tray and emphasized that my daughter was touching frames. First- WE WERE NOT TOLD about this policy. How do you expect clients to follow your policy that they were not made aware of in the first place? There was even nothing posted about it. Common sense, right? 2nd- There was NO NEED FOR THE ATTITUDE. There was not even a short apology from TAMARA. Customers bring their business to you. The least you can give them is respect if not excellent customer service. 3rd- There is always a right way of saying things. No matter if your customer is dressed nicely or not, they all should be respected equally. Let me especially mention though that MICHELLE has been nothing but excellent. She apologized in behalf of Tamara, which she did not have to. More than that, she was superb with my daughter. She explained everything very well and was very knowledgeable. My daughter actually had fun interacting with her. If not for MICHELLE, I would have brought my business somewhere else. Of course the doctor and the optician who examined my daughter were great, too! read more

Make an appointment!!! Really? What a joke!! My wife's appointment was at 4:00pm, checked in 10 minutes early, after an hour wait, I asked how much longer until we see the doctor.... sales assistant replied have you checked yet.... ugg! Nothing worse than poor service! Do yourself a favor go to America's best read more

I had a great experience with Michelle! She was awesome and super helpful during my visits! I would give her 10 stars if I could!

Poor customer service. Lack of follow up and support. Did not call when contacts arrived. Then no support to order the correct contacts when the wrong ones were ordered. read more