Visionworks Gateway

I don't like to do it this way however there was no easy way to voice my concerns on Visionworks' website/chatbot. Let me start by saying my husband and I have been using Visionworks (Frederick, MD and Hanover, PA) for 6+ years. The folks at the Frederick location are amazing. Unfortunately, the same CANNOT be said for Hanover. Recently the nose pieces started falling off of my glasses. OK, things happen. I went into the Hanover location and a young lady helped me. She replaced the nose piece but when she returned the glasses she pointed out that they were cracked where each nose piece meets the lense. I had not noticed that before. She tried to sell me the warranty after the fact, thinking she could add it because my glasses were less than a year old. I did not purchase the warranty. After I left there I couldn't stop thinking about that incident. Did the young lady accidently break them by tightening the screws? So, the following weekend I returned(guess what, the other nose piece had fallen off), It was first thing in the morning(01/31/26). I asked for the manager. Explained the situation, she could not have been more rude! Telling me everything I could have done to cause the cracking. Maybe I used too hot of water or too cold of water....on and on. Instead of being helpful she was rude and unkind. If she would not have been able to help me, fine, I understand but the way she spoke to me was completely unnecessary. She was agressive from the moment she started talking to me. After a few minutes I told her she was rude and unhelpful. I only wish I would have asked for her name. I will not return to the Hanover, PA location.

If I could give ZERO stars, I would. We took our son there for an exam and new glasses. First of all, the staff is so unprofessional and rude. Second, we waited for over an hour to be seen. One woman kept going out to smoke, and coming back in. Everything is virtual, we never even saw a real DR in person. They all look homeless. They get snappy with you for asking questions. Today, we went in to pick up the glasses. There was a black woman with three children in the line ahead of us. NO ONE WAS HELPING HER. She stood there for God knows how long, and when they finally acknowledged her, they told her that she was over 15 mins late and asked her to LEAVE. My husband told the staff, no, she was here before me, but the staff insisted that she leave. I AM LIVID. The staff has NO BUSINESS working with the public. What a shame, VisionWorks used to have a decent reputation. This place is disgusting. Go to WALMART for better customer service.

Like less the most days interested in not wasting your esp.mine time and On A Monday I can say very thankful for the Quickness in handling my insurance on a set of glasses I had to get order a replacement. &. In and out with a breeze !*******VISIONWORx*********!

I have been going to Visionworks in Hanover, PA for years and they have always been friendly to me and my glasses have been perfect. I had a special request, that was handled by Stephanie. I believe she is the DM (District Manager). She handled the request professionally and very promptly. She saved me a lot of time and effort. Can't thank her enough!

I was taken care of from the moment I walked in until I walked out. Staff is knowledgeable. The doctor took time to explain everything and answer all my questions. The staff fixed and tightened all the screws in my old glasses, then ordered new glasses according to my needs and wants.

My Husband and I have went to VisionWorks every year for the past 4-5 years for our exams and frame purchases. On multiple occasions now, we were told that there is nothing on file and that we have never been there. One other time, they refused our service, stating that there was not 1 year in between exams when we had email proof of the last exam date. If you are looking for fast and smooth appointments, plus customer service, I recommend anywhere else but here. SAD!

The staff is awesome. The only reason it isn't 5 stars is because the remote eye doctor service takes too long between patients causing a backup and delay. Other than that I am extremely happy with the service here.

I think its funny how I can get answer to my question. How can they send my glasses to another store? I live in Hanover, pa and they sent my glasses to King of Prussia which is all the was over by Philadelphia,PA which is 2 hours away. I think its funny. The computer system cant fix a phone number, gave them my phone number so many times and it was not fixed yet and when I call in about my glasses the automatic system says they cant find my order. This company need to fix what is wrong. And there lab where the glasses is made from need ti make sure they send the glasses to the right store. It is pitiful that your glasses you order go to a store that is 2 hours away.