I wanted to support a local optical store and order my contacts through them instead of just buying them online, but the process ended up being much more frustrating than it needed to be. This store doesn't want my money for some reason. I placed an order for contacts and after two weeks of waiting I called customer service and found out that the order had not been finalized by the doctor. The problem is that nobody ever told me there was anything I needed to do to finalize it. I also never received an email, phone call, or any notification that the order had been canceled or was on hold. I did not get an email or phone call to tell me they had to cancel my order. I had to call customer service and the service rep had to call me back-taking a decent amount of time. After waiting, I had to contact customer service myself to figure out what was going on. Now I'm being told I need to go back to the physical store to resolve the issue, which means even more time spent on something that should have been straightforward. To make matters worse, calling the store wasn't helpful because the phone system only provides store information and directions rather than connecting me with someone who can actually answer questions about an order. Mistakes happen, but clear communication could have prevented all of this. If an order can't be completed, customers should be notified promptly and told exactly what steps are needed. I wanted to support this business, but instead I've spent a lot of extra time tracking down information that should have been communicated from the start. read more

went to vision works today and told the girl ms Leterno about a problem I was having with my two new pairs of glasses she held them against my old pair and said there was and there's no changes and there was nothing she could do but told me i could get a reflection addition for $100 more I refused and told here after all the years I went there this is the first time I was unhappy with the service. I will think twice about using vision works again read more

This place sucks. Terrible customer service. So sorry to have bothered you with my business. I've tried going here twice and regretted it each time. Bad service information, rude front desk, and horrible scheduling conformity. Try the Visionworks in Braintree they're much more professional. read more

Very personable, very experienced staff were always delighted help, even when I come in to get my glasses readjusted

I came in for my appointment and was told they don't take my insurance after there website clearly states that they do, the woman at the front desk patte was extremely rude and told me they haven't updated there website in years. Don't recommend coming here there very unprofessional and unorganized read more

Honestly don't even bother coming here. Completely overbook eye appointments and allow no wiggle room for walk ins or being a few minutes late. Minimal customer service and definitely do not have a "customer is always right" attitude. Will not be returning in the future & don't recommend. Flat out rude. read more

Haven't been to this eye doctors in years. Went back after the reopening of COVID-19. When going it, someone would take your temperature then make you sit and wait for your exam. Dr. Tran was very informative! For someone who's very anxious with eye exams, she definitely helped me feel comfortable and relaxed. Every machine, she would let me know not to worry and explain what they do. The preexam/ exam for me only took 15-20 min total. The optician also helped me with what frames to choose and what would be best for my eyes. After finding the pair, they let me know the time frame I would receive my glasses due to COVID delay! Good place to go get your eyes checked read more

From the moment I walked in, was a wonderful experience! The pre-exam technician was pleasant. Dr. Mascon was warm, and friendly and she explained everything to me. The woman who helped with finalizing the process was wonderful in helping me decide on which frames, seeing if my current scratched lenses are still under warranty and in general just made me relaxed. I would recommend coming here to anyone without hesitation! read more

DONT go here! I was there on 4-11-22 for an eye exam and new glasses. The lady seemed annoyed that she had to put down her phone to help me and then she said I needed a voucher to have my appointment. so I said OK no Eye exam for me and I started to walk away. the nice lady with the braids was more than happy to help me. she was good and Dr. Tran is great! however when I went to pick up my glasses on Monday April 18 I got there at 6:15 PM and they were already closed? the website clearly states they are open till seven. I tried calling on Thursday but was on hold for 21 minutes and the entire time the voice machine kept telling me to check visionworks.com. I hung up and tried that and of course the video chat wasn't available so I couldn't check to see if they were actually open. I went there on That evening at 4:15 PM and now it says they are closed at 3 PM??? I work the night shift and usually sleep from around 9 AM until 4 PM so its hard for me to get there in the afternoon. I guess I'm just never getting my glasses that i paid $240.00 for. I will never bother with this place again read more

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Avoid this place , the worst customer service. I ended up walking out. The lady at the front desk didn't seem to want to help at all. I was told I had to pay all up front because Harvard Pilgrim insurance is not taking claims due to their cyber attack which happened recently. That is not true at all, they are accepting claims and your can still use their insurance for eye exams, glasses etc. I told the girl at the desk this. She did not know. Then I was told I couldn't get glasses because my contact lens prescription was only valid till September. Didn't make sense I just wanted glasses and my prescription for glasses is valid till October. Ended up asking for the manager and told her all about this ridiculous service I received. I wouldn't mind but I had gone to them previously and received good customer service. It is like they didn't want to help you or take your money!!!! Just like all the other views save yourself time and go somewhere else. Anywhere is better than this place read more

I HATED the service I just got over the phone. the lady sucked. wasn't trynna help at all. DONT go to this one. the one in Brookline way better anyways read more

This shop has never called me when my glasses when they are finished and has rarely had them ready when promised. I am still waiting for glasses I ordered over 2 weeks ago, although was told it would be 7-10 days. I finally called and was told I would have to make an appointment next week to pick them up. I said I just want to get them, that I didn't need to try them on. I was told I would receive a text. I have heard nothing. I understand things have changed with COVID, but this shop has had months to adapt, and they could at the very least, pick up the phone when someone is waiting for something as important as glasses. The response below is unsurprising. read more

Dr. Tran is amazing!! She's very efficient, personable, and good at what she does. As others have noted, staff in retail area are pretty miserable and grumpy, but I only had minimal interaction with them. On my second follow up appt, there was a man working at the main desk who was MUCH friendlier and helpful than the woman the first time. This is easy, convenient location for me. Lots of parking. I liked that I wasn't pressured to buy contacts and glasses at Visionworks (can't say the same for past vision centers). Overall, I'm a happy customer. Thanks Dr. Tran! read more

Horrible customer service!! Staff very dismissive. Working in the service industry is not easy however if you can't at least ACT like you care about you customers don't bother coming to work. Wanted 2 pairs of glasses, I purchased at that location readjusted, my "technician" could not have ruder if he tried. After having no answers to my problem he called over the store manager, who must wake up every day sayin NO and SORRY, because that's all I got out of her. They just lost a loyal customer who used to recommend to family and friends. Corporate management needs to look into this location. read more

Vision Works took over Savard & Makos Eye Health Center 511 W Grove St., Middleboro, Ma. This review is mainly on that office and how Vision Works replied. This is a horrible office. There hours are not conducive for people who work for a living. They were open Monday - Friday 9-5. No later hours nor even half a day on Saturdays. I chose this office as they are close to where I live and are on my medical plan. They are now only open Monday - Thursday. Aside from the 6 times that I was seen by an employee there, ( 1. Eye exam, 2. pick up glasses, 3. return the bifocals, 4. pick up single strength, 5. return 2nd pair and requested refund, 6. 2nd attempt for refund ) I went 4 times during their posted hours and the office was closed. Each time I went I was taking time out of work which needed to be made up. I was seen in June and was told that it would take 3 / 4 weeks for my glasses to be ready. Mind you, they have the store in the same office just like Lens Crafters ( which I will go back to even if they are not with my insurance ). So that in itself is ridiculous. I was not given any paperwork of my exam or prescription. I never received back my insurance card. When I asked for that, they said they didn't have it. The line in the bifocals was too high and the lenses had to be remade. I suggested just the single strength. Those were so bad that I was getting severe headaches. I went back again to request my money back. I was told at first that they do not do refunds. I was persistent as I could not use them and was not going to lose $231 for a pair that I could not use due to their errors. I was suggested to have my eyes re-examined. I have never had to do that in the 30+ years that I have been wearing glasses. If they couldn't do it right the first time, why would I have them do it again??? Finally the DM whose name I was only given her first name, not a full nor contact info; authorized the refund. That office person did not know how to process the refund and suggested that I leave my credit card information and the glasses and they would let me know when it went through. I don't think so, that I was not going to do. Seriously?? I returned another time. A different employee was there. He was very nice, and informed me that due to a new computer system, all of the history could not be seen. He called the same DM, Jessica. At first she did not remember the situation until I reminded her that the previous employee emailed her about it. I was granted the refund after the employee had to call the doctor...... I was happy that these three people were communicating so quickly and thought I was going to finally ( as we are now in late November ) get my money back. This employee did not know how to process the refund. I was suggested again to leave my credit card information and the glasses. Are you kidding me??!! Having been told that Vision Works took over the office, I went to one of there sites that on their web page stated that they were open til 7pm. At 6:15 the office was closed. I went back the next day earlier and was told there would be a supervisor / manager the next day. I went back again on my lunch break and was given an 800 number to call customer service. Today I called that number. A recording comes on stating they are in a meeting and the call disconnects. It is now mid-December and I have yet to be given my money back for a pair of glasses that they made incorrectly not once, but twice. Who can say " lawyer please " !!?? Im only selecting one star as I have to in order to submit the review. read more

Rude, unprofessional and no matter my insurance would state the opposite they overcharged me for my visit and contact lenses fitting!!! NEVER AGAIN! read more

I've ordered glasses 2 times from these guys. They are okay. When they offer a sale, it sounds so great.... but then you find out that it only pertains to a small amount of inventory. This inventory is lower end. I actually think Target optical is a little better. Customer service was lacking but not horrible. Next time, I'll look for other places to get my glasses. read more

Dr. Tran is very informative and the staff are very knowledgeable and easy to deal with. No "hard sell" at all, which is very refreshing. As I had done Lasik treatment 15 years ago, she explained to me that I could either choose glasses or contact the Lasik surgeon to see if they offer enhancement for my previous treatment. Honest straightforward approach. I would highly recommend this location. read more

Go elsewhere! The employees are unpleasant and masters of avoidance. They make believe they're busy when there's nobody in the store. Four times in 2 months we were the only customers and it was like they were waiting for somebody else.. We spent $1200 on 2 pairs of glasses and they try to sell glass cleaner spray and cloths. These things were free when it was Cambridge Eye. They have become worse year after year, but it is the only place in Quincy that takes my vision insurance. Next year I will go to another town. They give you a date to pick up the glasses and they're not ready when you get here. Nobody calls to tell you. On the second pair I asked for a call when they came in....no call. There is no good thing about this business. They don't want to work here, they are miserable, they should just close the doors. read more

I ordered my new bifocals from Visionworks in Quincy on November 4th. When they arrived it turned out they were the wrong prescription. When I refused them, they promised to correct the problem. Two more weeks went by, and the glasses are still not here. When I called today I was told there was "breakage at the lab". My concern was met with rude accusations of wanting to cancel my order--though all I want is the glasses I already paid for a month ago! When I asked to speak to a manager I was told he was on vacation. There are real optical shops in the area, and I will take my prescriptions there. Don't get stuck dealing with an unprofessional outfit who cannot even apologize when they repeatedly mess up. read more

I would highly recommend this place to get your eyes check. The staff is great! So helpful and nice! Even for someone so anxious like me! Thank u visionworks for helping me get new glasses finally! read more

i have been a longtime customers of Cambridge eyes, then vision works. I like to go to the vision works in quincy, because it is close to my work. Their customer service is good. They are patient to customers. However, I agree with earlier posts, then text alerts of glass ready is not good...last time, I called in at 12:16pm to check on if my sunglass is ready...then 2 min later I got their text alert...oh well.... read more

Extremely rude and unprofessional , thanks for some male employee who is obviously not customer oriented,,NEVER AGAIN...will shop somewhere else. read more

The staff in Quincy location is great! Erica, Jane, and Ron (the manager) were all very helpful in helping me choose frames that looked best on my face. The exam was more thorough than others I've had in the past. My wife and I have both been coming here for years and I don't see any reason for us not to continue coming here. read more

Most of the medical staff and at least two customer service reps are professional or at least competent, but they destroyed a pair of prescription sunglass lenses I'd ordered from them and paid for in full in a botched attempt to cut them to fit in my existing frames. It'll be an additional week (after already multiple weeks of waiting) for replacements with no guarantee that they'll be successful next time. Hard pass. I don't have time for people who take my money, keep me waiting and then cannot be trusted to fulfill their most basic of responsibilities. read more

What awful customer service! I need new glasses, but given COVID restrictions, I looked first on their website to see if an appointment was required. NOTHING ON THE WEBSITE MENTIONED APPTS BEING REQUIRED. Then I checked their Facebook page. AGAIN, NOTHING. Just to be triple sure (so I didn't waste a trip), I tried calling the store FOUR TIMES AND NO ONE PICKED UP. Finally, I figured they must be accepting customers given the absence of any information to the contrary. I arrive only to be told by the mgr that I need an appt to enter the store. My family and I have purchased many pairs of glasses at Visionworks over the years BUT NEVER AGAIN! I have no problem with appointments--what infuriates me is when businesses fail to notify their customers that they are required! When I asked the manager why that wasn't posted online, he said it was "against company policy." UNBELIEVABLE. read more

What a disaster. A quick eye appointment turned into a two hour charade. When I initially walked in, everyone seemed more preoccupied with their personal conversations versus helping their incoming customers. On a positive note, Dr. Trang was extremely helpful and got me out of the eye exam quickly. Once I was out of the exam room, Dr. Trang encouraged me to look around at lenses while my prescription was prepared. After looking at every sample lens on display in the store, I again realized the employees were more occupied with what glasses they preferred for themselves. Forty five minutes later Dr. Trang realized I was still sitting there and told the staff I needed assistance. The manager of the store shouted over to the employees for someone to help, but singled out Patricia to work. While Patricia was very helpful, it was overwhelming having to wait even longer to find out what my insurance covered or what I'd be paying. A two hour eye appointment was completely unnecessary - especially when I'm utilizing my lunch break to go. read more

Finally got my eyeglasses adjusted at the Plaza. Do your self a favor don't ever go to this location.

Really good experience. Appointment was same day, and the doctor was on time. They have a good selection of frames and insurance covered nearly everything. I wouldn't hesitate to come back here. read more

Tinita was great. I love this store they always get it right. Convenient to use, they text you for the appointment and when the glasses are ready. Great selection, they look through all options and give you the best option. read more

There's never anyone here to do their job. Whenever I go in, there's no one in to adjust the glasses I bought online. I waited 30 minutes for the person to come before they told me they actually didn't know if he was scheduled today and I Better come back another day. I asked when he'd be in, and I was told it wasn't even legal for them to be open without him, so they could guarantee he would be there anytime I showed up. That doesn't appear to be true, as he wasn't there at the moment they were telling that, nor could they tell me confidently when he would be back or available. I wouldn't buy glasses online from Visionn works again. It has been more hassle than any other place I have worked with and it was supposed to be easier by doing it online..... read more

I seldom write negative reviews, but I had such terrible experience, that even after giving myself over two weeks to forget the series of unfortunate events, I still feel inclined to share. Even thou the doctors are very nice and professional (Dr.Tran and Dr.Mukherjee), the majority of sales staff is miserable unhappy employees who hate their jobs, and that translates into dreadful patient services. They charged me for services that are covered by my insurance, and when I came back to get a refund (and brought proof of insurance coverage as well as got my insurance on the phone) I was "helped" by Anna - a rude staff member who not only lacked any type of customer service skills but also went as far as to accuse me of forgery by stating that my insurance benefits print out was not real. She took it upon herself to argue with my insurance on the phone when I called from the store. Needless to say that I did not get any help. Even thou this location is convenient for me, after this horrible experience that could've been so easily avoided, I will go elsewhere, I suggest you do the same read more

Amazing people work here! They truly care about the customer. Kimberly was so empathetic towards my situation with my eye glass accident and helped me more than I could've dreamed for! Thank you, Vision Works! Highly recommend!! read more

I absolutely love everyone who works here! They are all extremely friendly. They've recently switched over to a new computer system, which can be challenging when you work in any type of customer service environment. However, they still provide top-notch, professional, knowledgeable, and efficient customer service. I have been going here for over two years now, and highly recommend them for your next eye exam! read more

Horrible service! If you can avoid this place please do so. I took my daughter to an appointment here (this was our third time at this office). We have had no issues at all in the past but the staff they have there now I did not recognize. It was horrible from the moment we walked in. Although I know the way things work now a days it would be professional and polite to let me know prior to whipping out a hand held thermometer and aiming it at my face with no warning. Then they were unable to find our appointment that I had already confirmed multiple times using multiple means ie:Mobile, email, including filling out the 10 minute questionnaire they sent prior to the appointment only to find they had none of that on record. Mind you this appointment was auto scheduled by them and we were just complying with what they sent us. They said they would still take us nonetheless. After my daughter goes in for her exam the person at the front desk calls me over to tell me the appointment is not covered by insurance! He said it's less than a year. When I brought to his attention that they scheduled it he then looked again and said it was fine. After my daughter came out I had to ask to check out and pay for our visit even though there were three men there working and no other customers but us. The person who checked us out should not work in customer service anywhere. He was extremely unprofessional and out right rude. He told my daughter and I to sit at his desk. We kindly expressed that we would rather stand. With COVID and all I rather touch as little as humanly possible and I would think businesses would want it that way too. He then raised his voice and aggressively motioned with his hands to SIT DOWN! Taking it as far as addressing my daughter directly using the same aggressive hand motions and loud tone after she was already told by me her PARENT not to sit. The other colleagues just watched and no one jumped in. I even said to him that I felt he was being very aggressive. He out right told me, no he's not. I had to ask if there was anyone else that could help us when finally the one that was sitting and watching all this happen said he would help us. I wish corporate would go back and watch the security footage to see the kind of people they have working there and how they treat their customers. Needless to say I will never go back there again! read more

Great experience with the doctor for my eye exam. Very poor customer service when trying to pick out a pair of glasses, the workers are more worried about standing around talking rather than helping the customers. Then when I found a pair of glasses they would not work with me to figure out options based on my insurance and they charged me for anti-glare and other unnecessary add ons without informing me. Ended up cancelling my whole order and leaving. Very poor costumer service. read more

Dr Trang was awesome & made me very feel comfortable. My eye exam was quick & I like how she explained everything she was doing during the exam. Charlie was an excellent Eye Glass consultant, he was very knowledgeable & helped me figure out what my insurance would cover and really simplified everything for me. I really enjoyed my visit & would highly recommend Vision works. read more

After going to this same location since 1988 ( my husband actually went, since he was a child to the original eye Dr. who owned the practice) and thru many owners/ name changes, I finally after 3 or 4 horrible customer service incidents, "bit the bullet" and picked up my entire families records. This company/ practice just lost 30 plus year customers who incidentally spent a fortune monthly on contacts and glasses. I tried to be loyal as there were some original workers who still work here and try their best to be of service. However, it became increasingly obvious that their hands were tied by current ownership and their horrific customer service rules. I also noticed that fewer and fewer seemed to still be employed. Takes a lot to walk away from a long term business/ physician relationship. I'm extremely loyal. Funny thing is... they didn't even care. Stunning! No way to run a business. I've never written a bad review in my life. This is my first. Walk don't run from this place. read more

Lacking Quality customer service. This is the second time I visit this store for my eye exam but the first time I purchase my glasses there. The doctors at the place are very helpful and efficient, what comes after is where the problem lies. First, the wait to get your prescription from them is excessive, especially when everyone seems to just be chatting about their day or weekend. While waiting I decided on some frames to take advantage of their 50% off on two pairs offer. Finding someone to help you after finding the glasses was another nuisance. I finally reached out to Charlie who agreed to help me albeit while still a bit distracted. He processed my order and charged me. Later that week I received a call that the progressive lenses I chose were not possible on one of the frames I had selected. To me, this should have been mentioned at the start so I could have gone somewhere else or chosen another set but anyways, I declined the order for that frame and requested a refund. They indicated that a discussion with a manager was needed and that they would get back to me. No one got back to me even after calling a second time and receiving the same response of getting a manager involved. I finally go to pick my glasses and asked for my refund. They got it done but it, again, took them longer than it should have since no one seemed to know how to do it. Finally a knowledgeable person shows up and does it expeditiously. The frame on my glasses was bent to the point that on a flat surface, one of the legs would be off the surface by about half an inch. While I understand that adjustments are often required, I feel that such a misalignment should have been noticed when mounting the glass by any competent technician. This tells me how attentive to detail they are. Anyways, I do not think I will be purchasing lenses there. Kudos to the doctor staff and their kindness and efficiency. The room and front staff needs to improve. I don't know if those are the regulars there since I have only been there during weekends but they can be much much better. read more