Visionworks

Reviews 3

M

M P

I really hate doing this. I prefer to write reviews when the service I receive is excellent, exceeds my expectations, or is otherwise noteworthy or special. This isnt a review I am at all proud or happy to write. I have been a VisionWorks customer for the last three years. I normally like to visit the location in Edina, at Southdale Mall. They were unable to accommodate a Saturday appointment for 3/18 and referred me to their location in Eden Prairie. The doctor at the Eden Prairie location was very thorough and attentive and very courteous. She noticed right away that I tend to wear my glasses quite far down on my face, but instead of lecturing me or suggesting I wear them differently, she took the extra time to adjust the machines to match the distance I normally wear my glasses. This was an attention to detail I have never previously experienced at the eye doctor, and as such was a pleasant surprise. My appointment was on 3/18, and I ordered two pairs of glasses that same day. One was paid for by my insurance, and the other pair was discounted 50% off the sticker price and paid for out of pocket. I didnt know this at the time but apparently this meant my order for 2 pairs of glasses was actually processed as two separate work orders. I was told by the associate before leaving on 3/18 that it would take 7-10 days for the glasses to be made, and that they would give me a call when it is time for me to pick up my new frames. Two weeks went by before I got impatient and called for an update (4/1). I was told the pair purchased through insurance had not arrived yet, and that the OOP pair was being re-made due to the lenses being the wrong size. I was told again at this time that I would receive a call back when my frames both finally arrive and are ready for pick up. Another two weeks went by, without a call back, and having run out of patience again I returned to the office in person (4/15). I was told the insurance pair was still missing, but I was finally given the pair I paid for OOP. I took them out of the store and brought them home before trying them on, which was a mistake. When I finally did try them on (4/17), intending to wear them, I notice a large chip in the left lens. I also notice that the RX is rather blurry for a brand new pair of glasses. I again returned to the office in person to drop off the chipped pair and inquire again about my missing pair (still 4/17). I am told they will need to re-make the chipped/OOP pair for a FOURTH TIME, and then I am reassured that even though the insurance pair is still missing they will call me the following day with an update. When I finally got a call back, today (4/19), a supervisor let me know that I would need to come back to the office to pick out new frames because the work order for the insurance pair was lost. When I asked why I couldnt describe the frames over the phone (I knew the LOT number), the supervisor explained that I would need to have pupil measurements re-done with "a small handheld machine, sort of like a set of binoculars" . It was at this point I realized this step was not performed on 3/18 when I placed my original order. I explained that my pupils were never measured in the first place and that this is likely the reason why my OOP pair was slightly blurry in addition to being chipped. The supervisor responded that "measurements really arent a big deal, they take two seconds, and youre making a big deal out of it." At this point I was frustrated, but I did not feel the need to explain myself any further or debate with anyone when after everything is said and done all I have to show for this experience is 30 days of waiting, a missing pair of glasses, a chipped pair of glasses, and then come to find out I was never even measured properly... I told the supervisor that I wasnt angry with her, and that is true. But I also felt I had no choice when I asked to be refunded for everything but the eye exam. The supervisor initially agreed, reluctantly, but then she said "well call you back." I will be taking my RX back to Edina.

SU

Susan Marais

Was previously unsatisfied with Visionworks EP because of the girl helping me after the exam. Did not order my specs there. I decided to try once more today. Beth Despiegelaere is awesome and was never the problem. Very professional and friendly. Today Susie helped me after. She was wonderful and and it was great that she went over and beyond. So, my conclusion - will only work with her forward in the eyeglass ordering process. If she is not there, my glasses can wait :)

YU

Yuri Mamchur

Excellent customer service and care experience. Lost my glasses on a business trip. They helped me find a perfect frame and are making lenses same day. Catherine is an excellent associate - truly caring.