Visionworks Doctors of Optometry — Attraction in St. Matthews

Everyone at the St. Matthews Visionworks location was pleasant—except for the doctor (Susan Grady), which unfortunately made the entire experience a negative one for me.

From the start, the doctor seemed irritated that I had my child with me. The exam felt rushed, and the prescription I was given turned out to be completely wrong. I was told I had an astigmatism in one eye and that my eyes now required different prescriptions—something that has never been true in my history of vision care.

When I asked what an astigmatism was, I got a very brief answer. I followed up with another question and was met with, “I already told you what it is.” When I asked if she was sure my eyes were now seeing differently, she said, “We just did an exam,” in a very dismissive tone. I left feeling brushed off and unsure about the results.

A week later, I picked up my new glasses and immediately knew something was off. I explained my symptoms to the front desk—blurry vision, eye strain, and even my eyes feeling like they were slightly cross-eyed when I wore them—but was told the prescription was correct and that I just needed to adjust.

What really concerned me, though, was that the doctor also gave me unsafe advice as a breastfeeding mother, recommending dilation drops without mentioning any risks. Thankfully, I had enough prior experience with a truly thoughtful optometrist (Dr. Fiona Boak at Springhurst) to know better. Dr. Boak had gone out of her way in the past to avoid ingredients that could pass into breastmilk. The contrast in care was striking.

Out of concern, I went to the Springhurst location (my usual one), and they were shocked I had been sent home with that prescription. They repeated an eye exam and also did an autorefractor test—which gives an initial measurement of your eye’s prescription. Even that showed the St. Matthews prescription was incorrect and yes, the St. Matthew’s also ran these tests and still gave me the wrong prescription.

Both the autorefractor test and the full exam confirmed what I suspected: I had been given the wrong prescription for both eyes. I was also told there was no evidence of an astigmatism, and my eyes still see equally—just like they always have.

While the St. Matthews location is visually nice and more updated, the whole reason I go to an eye doctor is to get an accurate prescription—and in that regard, they completely missed the mark. I will not be returning. I highly recommend the Springhurst Visionworks instead. They took their time, treated me with care, and got...

I have to start by saying that the eye exam went well and had a great experience over all with this part of the apt. The reps were engaging and the Dr was informative. I picked out my frames and I had also brought in my old frames to have the lenses updated as well. This was also a nice interaction, although I was told that Transitions were a good choice so I upgraded under the impression that I would also have the smart screen on my readers (this is all I really need my glasses for). After 2 weeks, I get notified that both pair are ready to be pick up. I go into the store and my glasses are pulled out. The rep reads my prescription. I ask about the smart screen and that is when I'm told that no if I have transitions that I cannot have smart screen. I was told that this would be better for driving. I explain that just need them for working on a computer and reading since 8-10 hours of my day is in front of a computer screen 5-6 days a week. After a little resistance and the rep pulling my old prescription to see what I previously had, I was told that I should get what I want and was refunded my money for transitions and order placed to correct my prescriptions. I felt like I was being scolded for questioning my order. After 2 more weeks I went to pick up my glasses. This time I have 3 pair?? 2 for reading with smart screen and another pair for distance with smart screen. I try to explain that I did not order for distance but was told yes and she had the receipt. I'm exhausted trying to explain so I just go with it knowing I'm going to reach out Monday morning regarding the mistake. My readers work well if I'm looking way up close, if my phone is in front of my face but looking at a computer screen they are fuzzy. My glasses worked perfectly before they replaced the lenses for working on the computer and reading, now both pair of readers only work for up close (very close reading). I am going to contact the store again today and ask the they again fix my rx and I want to return the pair for distance. I'm disappointed and felt rushed Saturday due to the store having a lot of people waiting to pick up their glasses. I'm hoping to get this resolved. I am frustrated and wearing Costco glasses that work better than glasses from a Vision store. Called the store and talked to Brittany. She was helpful and understanding. She pulled the receipt and noticed the 3rd pair. I will be going in on this Saturday to return the 3rd pair and having them look at my rx for the readers. Very pleasant...

I've been to three different Visionworks in the last week and customer service was to be desired at all of them. The first one, I wasn't aware that they closed at 4 and I got there 15 minutes before closing. I did a quick run through to glance at the frames, but was put off that not one person even offered to assist. I've worked in retail. We had customers come in 5 minutes before closing. The rule was, you still offer to help the guest. I ran to a second location on my lunch break a few days later. The girl knew her stuff, but wasn't very friendly. Because my time was rushed, I came back to try on the few pairs I really liked to narrow them down. I walked in and was going to try them on when a lady approached me. I explained I just wanted to try on the frames again and she gave me a blank look. She told me I couldn't just walk in there and that I needed to have a seat and they would get to me after the next patient. After sitting there for a minute, I left. That was unnecessary and could've been handled a lot better. Finally, on my way back to work today, I drove past a 3rd Visionworks. I thought I've narrowed down my choices from other stores. Let me try on this one frame one last time before I make my choice. They have two tables at the front and barricades. I was told to wait outside. There were three employees and two customers inside and we were all wearing masks as the sign said. Seriously? Once I was allowed inside, I was told I couldn't walk around unless I was buying something. Don't you need to try on glasses before buying them?? I gave the employee the model # I wanted to see and I tried them on. When I asked about different sizes, the guy acted like that was a dumb question. I have obviously been to many stores this past week and there are certain styles that are offered in various sizes. I don't normally write poor reviews, but three different locations, three different COVID processes, and not one good experience...