Visionworks Fox Valley Mall — Local services in Aurora

Spent part of the afternoon with Laura today & W-O-W!!! SHE.. IS.. AWESOME!! Laura made my purchase & coverage VERY simple. She spelled everything out & answered all my questions.. Even some I realized I asked twice. The questions I did ask a 2nd time though she didn't just repeat herself, she answered/explained it differently to make sure I understood.

One of the frames I really liked didn't quite fit my fat face, so she toddled off for a couple min & had me try them again. They fit perfectly!! So of course she nailed that sale with a home run.

Being the end of the year I wanted to straddle my purchase between calendar years & she didn't miss a beat, knew exactly what I needed done for that. So the way she did it I was able to take advantage of the 2nd frame at 1/2 off while having my insurance pick up the second set of lenses on my next year's coverage.

Laura was very accommodating & I left a very happy customer! Thank you!

On a side note I do have to say that the General Manager (Alyssa) did NOT add to our pleasant experience. We were trying to compliment Laura to her & she just kept on talking right over us, totally ignoring what we (the customers) were saying, not paying attention to us at all. She came across as very robotic, like she was repeating herself for the 412th time.. even if she was, you DON'T show that or make it the customers problem, making them feel like a nuisance or just another cog in the gears. We literally could not wait for her to walk away fast enough. When she greeted us as we were leaving we couldn't even be bothered to acknowledge her (just exactly like how she treated us).

I'll still definitely be back, & I'll be asking for Laura. LAURA is why I had an awesome experience, & she's the reason I'll be back & why I am still recommending this store!

Update Charles was at the front desk when I came in to pick-up my 1st pair of glasses & he was great! Very personable & knowledgeable! This is my first pair of multi-focal glasses & Charles took the time to very thoroughly go over exactly what I should expect from the new experience over the 1st few days. I'm very glad he did as I was definitely wondering/questioning them the 1st couple days & had I not been armed with that knowledge I'm sure I would've been back in the old glasses & on the phone. BUT, the experience so far as been exactly what he told me to expect while my eyes adjust. Thank you Charles!

Oh, and I really do like the glasses!!! :)

Thank you Laura & Charles for the...

Now, had I not paired up with Alyssa Paukner, general manager at the Fox Valley Visionworks, the outcome of my ordeal most certainly would have had a different outcome. She made the end result superior to a previous experience.

Originally, I went to an alternate Visionworks location---three times they made my glasses, three times they were incorrect. How? I will spare you the long story but poo-poo happens. Needless to say I wasn't pleased. I just could not return to the other store, again, as they began to treat me as if I were the one with the problem...I kinda was! I kept getting the wrong prescription, incorrect information, and then the cold shoulder!

So, after many weeks and three tries at "the other Visionworks" location, I decided to visit the Fox Valley Store instead to see what my options were on getting proper fitting lenses. The sales associate listened attentively, then said she'd like me to meet with Alyssa Paukner the general manager. When Alyssa listened to my ordeal she couldn't believe her ears. She immediately apologized for the other location's misgivings. She then asked to see my old pair of glasses and compared them to the new ones the other location had made. She remarked that the prescription was way different and wanted me to see Dr. Gregory Jackson, the eye doctor at her location. Dr. J took a great deal of time to listen to my needs (I do a LOT of desk/paperwork all day, plus need to see at a distance as well. So, my previous bifocals had an unusual prescription--he recognized that by an inspection of them. The other store did not bother to do so even though I asked them to.)

LONGGG story short. Dr. Jackson was spot on with his prescription assessment. Alyssa's skills at taking on a problem created by others was above and beyond what I had been expecting. My glasses are perfect, I can see so clearly. No blurriness, no wavy motion. These two folks saved me from my fear of being disappointed again.

The Fox Valley Visionworks location was pleasant as were all the staff members I encountered. So many times nowadays, it's not the overall company but the attitude and atmosphere of a single location that makes or breaks a customer experience. As a business owner myself (20 yrs and running so far) I try and give the benefit of the doubt and always give another chance at redemption--I was right! Thank you, Visionworks...

Extremely rude customer service by Jenesis. When we walked in the store no eye contact or a smile while she is standing right in front of the door. She kept talking on the phone with customer which is ok for few minutes, but if it takes too long she should have ask someone else from the back to help out. The height was she got another personal call and AGAIN started talking on the phone in Spanish while I am still waiting for her. Now it's my turn so, she took my glasses while I am still explaining her my problem, she walked in the back of the store to the technician. When she came back I told her I wanted to show you scratches on my glasses she said "wait for the technician to look at the other problem first". Why ????technician can't handle two steps instructions? I am not familiar with their process so it was her job to explain me first how they handle repair services. Then finally while helping us she started a personal conversation with the co-worker. Then she gave me wrong repair cost $60.00. I asked her to look up my insurance she said "I know the price", but then she finds out that she actually gave us the wrong price and now it is $30.00. After few minutes (actually after looking at my insurance) she says its $10.00. I was almost going to walk away without getting my glasses repaired if it was $60.00. And when I gave her my credit card she swiped once and handed me my card and said "it's giving me reading error" . I was confused I didn't know what to do. Then co-worker walked in and she swiped and it worked. At the end my observation was its not like she didn't know her job, but just lack of focus, no efforts and very poor...