The actual place is friendly and the people are nice and they have a lot of options, however, it is literally almost impossible to call them and talk to a representative. The automated system automatically hangs up on you if it does not recognize you saying representative or person. After trying to get a representative after three hangups, I finally got transferred to somebody who could actually help me. I think I spent about 10 minutes just trying to talk to somebody on the phone but the automated system are you following me was not letting me.

So unorganized and they were very unfriendly when I showed up to my appointment on time last Friday. They were rude to me about not receiving my paperwork (but laughed it off when a cute guy did the same) I waited along with the other customers for 15 min while we all blindly stared at each other not knowing what was happening…the staff was talking to each other but not to any of its customers. I had to ask repeatedly what was going on until finally they said they were an hour behind. No thanks never again.

It was awful. They actually made me cry.If you have kids with disabilities or you have a disability DONT go there. The lady was rude. Zero patience.I have cerebral palsy and I was treated so bad I was crying during the visit. I have been wearing glasses since I was 15 and I am 35 now, I had never had this problem before. I cried all the way home. I didnt even pay.

So disappointed with my experience last week. I have been to this place through multiple changes in names/brands, and this was the worst experience. The employees are now tasked with so many things that there is no personal experience. I was bothered that upon arrival the person didnt even take the time to assist me in locating glasses I might like. I was handed a tray and told to place any glasses I touched in it. Once I had chosen the frames I wanted I waited while they had to do multiple things. I really should have walked away.

July 5th, had my appointment and The lady told me my glasses would be ready july 19th or earlier. July 21st and i decided to call customer service to see what’s taking so long only to find out that they had nothing in their system even tho i have the receipts and signed paperwork from this location. Already charged my card for the frames, but never took anything from my insurance. Connie is the person who helped me, But this is the worst experience i’ve had with them.

Last time I had no issues and that is why I went again this year. Doctor and staff were great when I visited and ordered my glasses. When I picked them up the Frame was cracked and the 2nd pair was MIA and still is 3 weeks later. Staff doesnt know where they are, no follow up until I call. The company that made them have not responded to any emails. This is getting ridiculous. Prices and deals are great but getting the glasses back timely has not been great. No apology yet or refund.

Don’t spend your time or money here. I honestly have been going here for years will no issues until recently. I scheduled eye exams for my son and myself. We went early to browse for frames and then they say oh, and just so you know we’re running about 45 minutes behind and this dr does this a lot. We had plans so had to cancel our appts. We rescheduled for a couple weeks later and before we left the house I called to confirm everything was on schedule. They proceeded to say oh yes, all on time. We drive there, get checked in and was about to look for frames again and she says oh, by the way we are running about 40 minutes behind. I don’t understand why if this is what continues to happen why do we schedule this many appts or continue to let this dr do this. Never going back. Horrible customer service !

Dr. Cain is great, but the front desk staff is terrible. They act like you are an inconvenience to help, and they obviously dont like each other because they make catty comments about each other. The older blonde lady is the worst one.. Also, cant track your contact order online. I think I am going to go somewhere else when my prescription is up.

I used to come here every year but this year not only did they mess up my glasses. They made me wait 2 weeks to get it fixed. And then when I came in I waited over an hour. I would avoid this place. Ever since they remodeled it seems they no longer care about returning patients.

Service in the store was great but I keep getting text messages and emails my glasses are ready but cannot get a live person to see if I can come in to get them. The VRU sucks and doesn’t have an option to pick up glasses

Exam went quick. Helpful staff, great selection of glasses. Comparable prices to place down the street. Would recommend them to others.

Colleen is so wonderful to work with! She treated my son so nicely and found the perfect pair of glasses for him. When we came back to pick them up, she remembered us & took the time to make sure they fit him! I would recommend this store and Colleen to anyone!!!

Very poor experience and I have a feeling it isn’t over yet. I should have known it was going to be a bad experience when I went to place my contact lenses in a case before the exam and asked for soaking solution for gas permeable lenses and got a funny look and an “I don’t know”. While I understand wearing gas permeable lenses is rare, I would expect a company such as Visionworks to have solution for gas permeable lenses...aren’t there only two kinds of lenses-soft and hard/gas permeable?In addition, it appeared as though the technicians were very confused on how to order the contact lenses...and what brand of lens to order (ya shouldn’t say that in front of the customer)I picked up my glasses one week after my exam and the fitting session was horrible. They still don’t fit and I can tell the lens is placed in the frame incorrectly-but have been told “your eyes just need to adjust to the prescription” Please listen to the customer! I’ve been wearing glasses for 40 years...I think I know when something is wrong.And after THREE weeks, I called to check on the status of my contact lenses-and they arrived this morning-but they weren’t ready to be picked up because they had to soak in solution for six hours and...wait for it...they don’t have any solution. ARE YOU KIDDING ME? you have know for THREE weeks that these lenses were coming in...maybe order some! Or...go to the store and buy some!Please excuse any typos...wearing brand new glasses that aren’t in focus.NEVER EVER AGAIN! NEVER!

HORRIBLE CUSTOMER SERVICE!!! My husband and I went in for his eye appointment recently. The guy that was working was extremely rude. We arrived before his scheduled appointment. When we walked in the door the man handed me the forms and demanded I fill them out and my husband go immediately to his appointment. He did not ask but, demanded. The customer service and rudeness was ridiculous. He then had my husband take out his contacts and asked if he brought a lens holder. My husband obviously didnt. He then didnt offer to give him a container and had him throw away his contacts. They did not have his power of contact in the trial pair. So, they gave him a different power which instantly gave him a headache. Thank god I went so I could drive home since he could not see properly. The ladies working there that night were very nice and helpful although they completely messed up our insurance. Our exam should have been covered by insurance and the contacts should have had an amount covered. They advised us the exam was not covered but, the contacts were. Absolutely horrible. We will be looking elsewhere next year. Very disappointing since my husband has been a customer for years.

Doctor was sickThey never called meWasted time

This is the first time we went to this place. My husband had his eye doctor appointment. It went pretty well. However, when it was time to choose glasses, that’s where the problems begin. My husband wanted the representative to write down a certain brand of frames he wanted. The representative never wrote down the numbers to the frames that he wanted. So when my husband came back to finish the order for his glasses, there were no numbers found. So he had to pick another frame. My husband got his glasses a week later, and he realize that those were not the correct frames that he originally picked. I am upset because I paid for the frames that my husband did not choose. The representative was very short with my husband when he went to pick up his glasses. The next time my husband needs to get glasses, we’re going elsewhere. The problem with this location is when more customers come in, the lack of attention and help you receive from the staff. My husband was told he needed two different prescriptions when he’s only had one prescription his whole life. I feel that this place has taken not only my money but the money from my insurance.

Love my new glasses.Edit: I got 2 pair and one pair I could not wear at all cause it made me so nauseous. Turns out it was the curvature of the lens. The second pair I had the lens were too small for the frame and already popping out. Someone surely didnt pay attention to detail. Im having them redo it at no charge.

Colleen was very Rude to me and my mother.She was very snappy the moment I got in the building telling me I needed a mask which I had in my purse and I was planning on putting on and saying “ do you have an appointment?!”From the moment I got in I felt rushed and was hit with Questions that I know are required but it was just an intense situation and not pleasantMy mom didnt know the protocol for the cronavirus and what the stores policy was.She told my mom she needed a mask and would get her one in a second and was acting very flustered even though there were three people working and like two other patients in the store.My mom asked again for a mask and she snapped and was very unprofessional which caused me to tell her she was being unprofessional and not to talk to my mom like that.I recently had to change eye facilities due to insurance and this was one of the new place I could pick from and this wasn’t a pleasant experience.I felt not welcomed and felt like I was a burden on her.I am not going to be treated like that by a stranger who is supposed to be acting kind and helpful.We all get stressed and have bad days but I will not be returning after this especially being my first experience.

Very knowledgeable and friendly staff! Got my son taken care of efficiently and explained things thoroughly. It was a very pleasurable experience! Would highly recommend!

Was visiting from out of town and needed glasses, so went to this store. The customer service was outstanding, they were friendly and very knowledgeable and fun to work with and the store clean and comfortable. I will definitely be using this store to obtain any more glasses/contacts!

The staff there is extremely friendly and efficient. They make sure that you understand everything before you leave their store.A+ Service!!! I highly recommend this location.

I love going to the shadow Lakes Vision Works location, it’s one of my favorites even though I live close to the Westroads one. Ms. Zoe Hart plays a huge role in that, she helped me pick out a pair of glasses for when I’m out and about also for when I’m at work. She’s an awesome salesperson who is very outgoing and a go getter.

Colleen did an amazing job adjusting my glasses. And all the opticians are super helpful and friendly! I will definitely recommend this location to all my friends and family!

Visiting from out of town. I had a pair of glasses that were damaged and I was told by another eyewear store that they couldnt be adjusted. Colleen did her magic and now they are like new. Since I needed another pair I decided to get them there. Great service.

Ive been seeing Vision providers for as long as I can remember. This was an exceptional eye exam thorough without being wasteful of time and effort. The staff were wonderful, helpful, and patient.

Without a doubt -the place to go...not only for exams but for glasses too especially with an AARP discount..Dr Wise could not have been more helpful with my wifes complication (thoroughly recommended) and the shop had a great selection of reasonable priced glasses..so much better than all the other chains and retail shops ( believe me the voice of experience- weve tried them all) .

Great service. Polite, friendly, and great selection.

Friendly knowledgeable staff. Excellent service. Very satisfied with my new glasses.

So I took my glasses in cause they were crooked, I don’t know if he heated them too long or what but the coating on the frame came off, and I said something and he didn’t reply to me.. he just stared at me.. so we left and I called the manager and she ordered me a new frame.. I went in to pick up my new frame and they put my lenses into the new frame and when they did that they heated the lenses too much and you can’t do that with an anti-reflective coating because it causes the lenses to bubble... so I called the manager back and she ordered me just the right lense since I hadn’t gotten to look at the left one.. so I called back and let her know the left one was messed up as well.. when I went back in to pick them up they ordered me a new frame and two new lenses completely... there was a lady in there with red hair helping me... she could not have seemed more annoyed with me and wouldn’t even talk to me when I asked her questions and continued to talk to her coworker... I asked her to adjust my new frames to fit my face, she said “ugh do these fit?????” (As she held up my new ones, I said “yes”, she huffed and puffed, and got really mad and went into the back with my current frame and new one and asked someone if they could just put the lenses into the old frame.. she comes back out and said “let me clean them” .. I asked her to make sure they weren’t crooked cause I fell asleep with them, and she’s handed them to me, I put them on, and she said ya they look fine while continuing to talk to her coworker. I said thank you very much and she ignored me completely, I walked out and no one said a word.. The manager is very nice but her employees Megan & the older lady with the red hair and unbelievably rude and couldn’t seem more annoyed with people that come in... I go here cause it’s affordable, but lately Im really disappointed in their customer service...

Vision Works is great! Zoe was great, very professional and great personality! I highly recommend Vision Works for your optical needs!

They were very good, I was attended my Dr. Duffy, Adolf, Kendra and another gentleman all were pleasant. after my insurance expires i plan to go back. I always leave a happy customer.

Jonathan helped me and it was the most pleasant experience! I purchased glasses and sunglasses and I loved them both.

My daughter received her contacts from Vision Works and had a schedule appointment. Jamiela from Vision Works made this process smooth and easy. Thank You!

Very friendly staff, it was my first time going and they were very helpful. The doctor was easy to talk to and found a solution to a problem other doctors had never even brought up! Had a great experience and will continue going to this location!

Colleen was the best! Thanks for helping me find a pair of glasses that looked absolutely amazing on me!!!

Great place, super friendly staff, quick eye exam, and very helpful on explaining and choosing frames for glasses.

Zoe is an amazing worker & has great customer service skills! I’ll definitely come back because of her!!

WORST CUSTOMER SERVICE EVER!!!! I used to love this store due to its large variety but today was the worst. First the eye exam lady got into an argument with me about my insurance. Then when I specifically said we were only doing a eye exam not contact exam they tried to charge me for it. They were rude about their screw up and expected me to pay. I will never go back there again. Pearl Vision you have my business from this point forward.

My wife spent over an hour on hold to just get a copy of her receipt for our insurance company. No wait should be that long.

I had a great experience with zoe! She was very helpful.

Jon gave me the best customer service I had ever received. Very happy

Had a great experience getting my first set of glasses for my daughter and Johnny was very helpful and knowledgeable, he was awesome.

Excellent customer service at this location, they go above and beyond to make sure all of your needs are met..Friendly people who give you a great experience and best of all superior product!!! Will continue to count on them for all of my familys eye care needs for years to come!!!

This store has to be the worse customer service eye store I have experienced. In my most recent purchase, the lenses had to special ordered and they sat for two weeks and I had to call them to find they had the lenses. After trying the lens, found the optometrist had miss ordered the vision correction and appears It will be at least another 3 weeks before they can have the lenses in for the fix. This make nearly 3 months from paying for the glasses that I will have to wait on my corrected prescription.

We had a great experience at the Shadow Lake location!! The staff was very knowledgeable and attentive to my sons needs!!

The staff is so cordial and ready to help me with all my eye needs!!

I took my son here they fixed his glasses to be able to wear until his new ones came in. Fast service liked the staff very helpful. I will go back.

I went to the shadow lake Visionworks location in which I received great costumer service.

Friendly and competent staff. Great selection.

Eye exam and original visit I gave 5 stars. Staff was friendly and very helpful. You lost all stars possible when I went to pick up my glasses because you are completely understaffed and I have now waited 20 mins with no one able to help me. What is your problem vision works? Get some staff or pay more for better staff. This is ridiculous. Ill grab my glasses and be on my way since I already paid for them. Ill be going to Walmart from now on. It sucks that you specialize in glasses and cant even tend to the customers you already have. I recommend them for eye exams but thats it. See if they can ship to your home so you dont have to deal with the brutal experience I did.Ps Im still waiting to be seen even after I wrote this review sitting in your store.

I wont ever go here again! I went in a few months ago for an eye exam because my insurance changed. The woman at the desk for the eye exams was not at all friendly and never asked me if I had my contacts in or glasses with me. When I went in to see the doctor he started off short with me because he didnt know anything about my history (first time there and no one asked me anything). When I told him I had my contacts in and my glasses with me along with my contact script, he was annoyed that the woman at the front didnt ask me for those things. He was then very nice and finished my exam. Then, I had to sit there for over 30 minutes while another woman attempted to order my contacts correctly and my glasses. She was nice, but clearly had no idea what she was doing. So, now a few months later, I ordered contacts online at Walgreens and my script was denied because I ordered the wrong product. When I called the place, Jonathan was very rude to me and said they have no record of the denial and acted like I had no idea what I was talking about. So, I found out from Walgreens that someone named Megan there denied the Rx because I ordered Acuvue Moist when it is only Acuvue - mind you, the box of contacts is sitting in front of me and says Acuvue Moist. When I called back the girl I spoke with said they had no record of it even though she confirmed they do have someone named Megan that works there. As if I could make that up. So, I was directed to re-order my contacts from Walgreens. I requested a copy of my Rx and their fax number, which I did receive promptly. So, I ordered again and my Rx was denied AGAIN for the same reason. I’m over dealing with this place. I will be going to another eye doctor come October when Im due for a new exam. Save yourself some time and grief. Dont go here.

Had an appointment for 5 p.m. Saturday my wife and I walked in a little bit early and stood there by the store for 10 to 15 no one was courteous and say we will be with you in a moment no one greeted us when we walked in totally ignored us so I cancelled I will not be using EyeMasters again I dont know if its because of our color at this location

Horrible service from the optometrist. Didnt talk about past issues or history at all, rushed me through an eye exam during which she got mad at me for not reading the line quick enough after she shone the light in my eye (it does take a few seconds for pupils to adjust), told me I had an eye infection (but no details), then sat me in a chair and walked off. Worst eye exam/customer service Ive ever experienced.

Johnny is the most helpful! I will only ask for him!

Very good. Great service!

Dr. Meyer (female), the optometrist was amazing, but her male helper was disrespectful/offensive. She was sweet, kind, listened to my concerns, and suggested a much better brand of contact than the one I have been using. He had an attitude toward me before I even opened my mouth when I first walked in (I dressed respectfully and wasnt on my cell phone.) He insisted I didnt have insurance when I told him I might have it...I would just have to call my benefits hotline. Then when I gave it to him, seemed shocked and took 30 minutes to try to verify I had coverage. The wholectime, he was just spelling my name wrong when entering it into the computer. His whole demeanor changed when the doctor came out.

Recently went to get glasses for my son. Jonathan helped me, he was very knowledgeable and helpful. Thank you!

Our appointments with the eye doctor alone took nearly two hours - and the computers and staff are SLOW. Staff is not helpful, does not check insurance coverage carefully, and each person tells me something different when I ask questions. VERY frustrating - we eventually just left and went somewhere else.

Very friendly, helpful & understanding.. Been going to them for many years & will contiue going for many more.

They were awesome, very helpful, and friendly!

Zoey was amazing adjusted a pair of sunglasses that someone messes up

Nothing bad about this place!