Visionworks Doctors of Optometry
400 Mt Hope Ave Ste,
Rockaway, NJ

I purchased a replacement frame and then one of the staff began the process of removing the lenses from my old frame. I immediately noticed that they were having a difficult time removing the lenses from my old frame. After struggling for some time, one of the staff began to very forcefully push on the lenses to try to get them out. Concerned, I let them know that I was nervous that they would damage my lenses, and that I needed them since I have a flight to Europe planned for this Friday. They responded that my lenses were made of polycarbonate, which is very strong and scratch resistant, and that they would not be damaged. After around 30 minutes of struggling, they removed the lenses from my old frame, presumably without any damage (I didn't check the condition of the lenses at this point). They then attempted to install the lenses into the new frame, which seemed to be an even more difficult task. After waiting for another 30 minutes, I left the staff my phone number and went to go shopping at the local mall to pass time. I didn't receive a call, so I returned to the store and saw that they were still working on installing the lenses. I patiently waited until around 1:40 PM, at which point they let me know that they had finished the installation and handed me my glasses. At this point, I had been in the store for about 3 hours, so I was very relieved that my glasses were finally ready and I (mistakenly) left the store in a rush without inspecting the glasses. Once I got in my car, I tried the glasses on and immediately noticed that they were causing distorted vision and dizziness. I assumed that this was because it was a new frame and my eyes were still adjusting, but after 10 minutes, I noticed that the issue was not improving. During this time, I also noticed around four new scratches on the lenses that were not there before. Even worse, I noticed that there were portions of the (brand new) frame that had chipped paint from the installation, and some areas that were a different color than the rest of the frame. I eventually realized that these were areas where the paint had chipped during installation, and had been covered up in black marker in an effort to conceal the damage. I immediately let the staff know that although I appreciated their hours of hard work, that the condition of my glasses was not acceptable. I then had to request (because I was not offered) a no-charge replacement of the frames and lenses, which the staff honored. I spoke with the manager (I forget her name..) and thoroughly explained the issue, and requested a full refund for the amount paid for the new frame. She let me know that she was unable to provide a refund, but assured me that the replacement frame + lenses were free of charge, and offered free warranty on the new frames. I don't usually complain, but I found the service I received today at the Rockaway location to be completely unacceptable. Had the staff let me know that they were not properly trained or equipped to swap the lenses out, and had to send them somewhere else for service, I would have completely understood. However, instead, they struggled for nearly 3 hours to complete the poor installation which resulted in damage to the newly purchased frame and perfectly good lenses. At this point, if they had apologized and honestly let me know that they damaged the frames, and offered a free replacement, I would most likely not be writing this right now. Instead, they then attempted to hide the damage using black marker and give them to me as if they were in acceptable condition. This underhandedness and dishonesty was the worst part for me. I’ve also contacted VisionWorks customer service and have had no support. I am now left with a damaged, useless pair of glasses that I cannot bring to my Europe trip on Friday. Although an order for no-charge replacement glasses has been placed, they will not arrive until next week. As a result, I have ordered contact lenses through a third party in hopes that I get them before I leave on Friday.

The dr and glasses were fine however the staff is rude and acts like they are doing us a favor. I was there twice the first time 2 customers expressed how rude the lady ( she had an accent)was and walked out. The second time I was there briefly and encountered 2 different employees one of which was an older woman no smile questioned me as I walked in the door in a tone that almost said “ what do you want”. It’s unfortunate because it’s local and the eyeglass selection was great but Vision Works don’t forget we have choices.

Slowest, most inattentive follow- up service. For glasses and exams that adds up to hundreds of dollars (and they hard up sell you), and no one bothered to call and tell me the glasses came in. This happened twice. So instead of getting my glasses in 5 days when they arrived, waited 2 weeks for someone to answer the phone and actually check they were already in the store. Bryce and Beverly were very nice at appointment time, but every task took a lot of time, likely due to under-staffing.