Visionworks Towne Plaza

I have been a customer of this Visionworks location for about 9 years. Until recently my experiences were fine and otherwise went smoothly. This morning I had an appointment for contact update. Upon booking the appointment Mike, the manager mind you, was extremely rude and contrarian. When asking questions out of curiosity of my insurance he was curt and extremely rude. Today I had a similar experience. When checking out with another associate, she called him for help. Again I was asking questions about pricing... because after all it is my money and I want to be sure of where it is going. After questioning him, he turned to the associate helping me and claimed "she sure is pleasant". Truly, I wasn't being rude. Before leaving I explained to him that it was extremely unprofessional to speak about a customer as if they are not there. As a manager he should have handled the situation much better and if he cannot than the title is undeserving to him. My family will no longer be offering business to Visionworks because of the attitude of this manager.

I went to Visionworks because I was able to get in quickly and needed an updated contact lens prescription in order to order more contacts online. What followed was me having to return to Visionworks 4 times. And in the end they gave me the exact same prescription I had to begin with. The staff tries to coerce you into buying "cheap" glasses with whatever special they are running at the time. They upsell you and use scare tactics to trick people into getting unnecessary exams. I will NEVER return to this store or any Visionworks branch.

I had an amazing and easy experience getting my eye exam yesterday. The doctor and staff were super friendly and worked with me so I could use my old frames for my new prescription. Excellent experience!

My insurance changed so I had to use VisionWorks. I made an appointment online, easy enough. Then I get a call from Sarah. She's so rude and was extremely condescending. She spoke to me like I had attacked her. She cut me off every time I spoke. She even slammed the phone down to hang up on me. But again, I must use VisionWorks. I went in and was checked in by Sarah, she was so fake and made faces at me when I wasn't looking (my coworker was there too and watched it all happen). The doctor was amazing. I felt that she took the time and care needed. I can't remember her name off the top of my head. She is a sweet tiny redhead. I was approached by Courtney. She sorted my insurance out quickly and on the fly. She also helped me pick out frames that are stunning and within my insurance coverage. The thoroughness was greatly appreciated. She offered a discount for a second pair too. I jumped at the chance to get sunglasses. I picked up with the redheaded gentleman. He was also great. He adjusted both of my frames perfectly. If it wasn't for the rest of the staff saving my experience, I'd drive further to be seen. Sarah left such a bad taste in my mouth. I called back to book my husband & spoke to Pam, she is lovely. I had hoped that Sarah was fired. I went with my husband to his appointment, figured I'd go shopping at the plaza while he was seen. She was rude to my husband too! I saw Sarah leaving. Her car is covered in stickers, there's a skeleton in the passenger seat, probably because no one else would put up with her attitude and disgraceful behavior. The car looks like the trash that she is! I honestly can't believe she's still employed there.

Got an eye exam for glasses and contacts. They gave me my eye glasses prescription but not the contact lens prescription. Called to follow up on the prescription and was told they need to call me back. One week later I had not heard from them so I called back. After waiting on hold for 28 minutes they told me I had to come back in to do another eye exam. Waste of time. Over price and the customer service is horrible (unless you like talking to a recording).

Unfortunately, my experience at this place was very disappointing. They are consistently understaffed, and during my visit, the front desk staff were on personal calls while patients waited. My appointment was delayed, only for me to be told--after waiting--that I couldn't be seen because I was "late," even though I arrived on time and the provider spent ten minutes with another patient during my scheduled slot. This was the second time I had to reschedule due to their staffing issues. The lack of professionalism and accountability is unacceptable. I would not recommend this place--look elsewhere if you value your time and proper care.

Scheduling the appointment online was incredibly easy. The Billerica location was well-managed with friendly staff, even at the end of the day (my appointment was at 5:40pm) and the optometrist was professional and helpful. I'll be back!

Excellent experience from check in to walking out the door. Every staff member was friendly and helpful. The Dr was knowledgeable and efficient. The staff that was out front with the frames were also excellent. Great customer service.