Visionworks Lakeway Commons — Attraction in Shrewsbury

McDonald's but for vision care. Rushed, depersonalized, no focus or effort into you as an individual customer, you're just a payment, time slot and number. You are a piece of meat to be moved down the assembly line. My first red flag was trying to call to advise I may be running late and I could not get through the automated system to a human at the store. Next issue, no other patients were there but the doctor was extremely rushed, never introduced herself, her goal was to get me in and out of the appointment as fast as possible with as little interaction as possible. I kept asking about my eyes, how my vision has changed since my last appointment because it seemed like a significant change to me, and what the implications were, if the degree of concern I had over the change was warranted etc. All she said is it's normal. Left eye worst than right. Do you want to pay extra $39 for pictures of the back of your eye to be taken? She literally provided no context, no evaluation, nothing. She collected metrics on my eyes, typed it into a computer and that was it. Never even saw my new RX. No idea how it compares to my former one. I showed her my previous Rx, she just looked at it and punched away. She was not a doctor, she was a robot programmed to get me down the assembly line as fast as possible.

The optician was pleasant enough when he helped with my glasses selection. But he didn't seem very vested in my care either. I expected him to explain my options for lenses like anti glare etc, maybe give me a chart to look at comparing features. Nope. No consultation, no probing. I basically told him I wanted the best anti glare, blue light filter etc.

Very dehumanizing experience. Too retail. Doctor not interested or invested. Rushed but for no reason than to be done with me. Going back to Luxotica branded stores or back to a...

I cant believe I almost didnt go here just because of the reviews. I was very hesitant to go but the sale they had going on was to good to pass up and i would simply leave if it wasnt great there. I went in expecting a bad experience and ended up getting some of the best customer service experience in a while. From the front I was greeted right away and the place was clean and well organized. The staff was friendly and helpful and there was a wide range in variety of products and multiple features that you can add. The lady that assisted me was very helpful and went out of her way to assist and even problem solve a minor hiccup we were having regarding insurance in which we resolved the situation. She even called the insurance company herself to try and help as well in which she didnt have to do but she did. Then there was this gentleman that works there, he was phenomenal and gave so much information and was very helpful and maintained professionalism the whole time I wish I got his name though because people like that are hard to find these days. The lady in the front was so sweet and kind. I cant believe i almost didnt go because of reviews. Im writing this review from my experience and my experience was great. From walking in to walking out it was just a wicked good experience. Im glad I went. I was snobby going in thinking i was about to be treated like garbage and recieve the worst experience ever but it was the total opposite. I went on May 9th 2022 around 1pm on a Monday. Great people and great service. I will be...

Very poor in-house customer service…especially with a new customer. They did take me in and out quickly…too quickly. They didn’t spend a moment getting to know me, asking if I had any concerns, welcoming me. When my wife asked for a separate Computer/work/reading Progressive prescription, the front desk person seemed to have no idea what she was asking for until I had to try and explain too, then asked us to wait. He didn’t seem to be in a hurry to get back to us, and we happened to see the Dr. walking by us. We asked HIM if he could give us a separate Rx for Computer/reading progressives. He said "I ASKED him what he does for work!" (I'm having trouble with reading and seeing the TV and my current glasses seem to have a foggy film on them all the time.) And then he hen scratched an incomprehensible handwritten notation onto the original printed Rx. And walked off. No conversation about what we needed and why, nor clarification of his note. (We might try an online Rx for a reading progressive, but we didn’t end up with enough Rx info to even do this.) Basically unhelpful and unwelcoming. We came over to try this company because of a flyer I received from Harvard Pilgrim Healthcare…but looks like another "cost savings" attempt by the insurance company? We did like the retinal imaging they included and front desk guy was friendly enough and polite, but I guess we are going back to Reliant at...