Visionworks Arundel Mills — Local services in Severn

Worst experience I've ever had with any purchase. After almost 2 months of waiting for my purchased contacts to arrive, I have finally decided to seek a refund. Here is the story...

I went in for an exam in June and was told I would get a trial pair of contacts to take with me in the meantime while my order was being shipped. After handing me the pair of contacts she (store associate) remembered that she did not label which one was for which eye. Upon looking at my prescription she realized she accidentally gave me the wrong pair. -- *Not a big deal, mistakes happen.

She rings me up for the purchase I am about to make and leaves to get the correct trial pair while I swipe my card. I notice that the card reader is stating $300 when I was told it would only be 80. Brought this up and was told that was a mistake and they also were not able to find a compatible trial pair for me to take home. *Almost got overcharged by a fair margin which is annoying but still not a big deal. --- I pay the correct amount for my order and leave. I was told it would take about 2 weeks.

This is where it gets annoying -- About 3-4 weeks later I try to call because I have yet to get a notification that my order has arrived. When you call their number it almost always goes to customer service and are unable to speak to a store associate. I'm unable to reach them for days and was told by a customer service rep (Takes about 10-15 mins to reach one every time) that my order was rejected but only the store would be able to tell me why. Spent at least 2 hours for the next few days trying to reach the store, had CS send 2-3 high priority call back requests and was finally able to reach them on a Friday (about 5 weeks at this point) and was told only a manager could fix the issue and that the manager Lekisha would give me a call tomorrow. Of course no call - Tried calling the next day and unsurprisingly was unable to speak with anyone.

Finally got a call back the following week and was told there was an issue with the supplier and that they sent a new order out and the estimated deliver date would be Aug 3rd (Been about 6-7 weeks at this point). Of course I get no call and spend the next few days spending hours trying to reach them again. Got in touch with the manager and was told she sees the order is on the way and to try calling tomorrow. I called CS today and was told the order was still pending and I got in touch with the store and was told they would call me back tomorrow to verify if it came in. I told them they were not going to call me back and it's been 2 months and at this point I want a refund. Which they were happy to do and told me it would take about 30 days for my insurance to get refunded.

• If you were patient enough to read this, please save yourself from unnecessary stress and choose a...

I recently had to go to Visionworks to get my eyes checked. Below are what transpired. Appointment: I had a Noon appointment on a weekday. I showed up at 12:05pm, let the staff know I'm here and I waited. I filled out some paperwork and declined all services that weren't covered by insurance. There is a form for some service that cost $39. I waited until 12:35p for a pre-screening. The pre-screening was done by staff which took 5 minutes. Make sure they clean and sanitize the 2 machines. Again staff asked about this up-sell service but I declined again. I saw the Dr at 12:50p. There were 2 people in the waiting area when I got there. Someone had a 12:15p appt who was seen first. The second lady didn't have an appt and was seen after me.

Optometrist: Dr. April was great. She listed to my concern about my vision and the type of contact lens I wear. She recommended the Total 1 and said they were the Bentley of contact lens. I wanted to try these, MyDay by CooperVIsion. So read a bunch of letters, and we were done in 10 mins.

Contact Lens Trials: The store didn't my MyDays Trials available but did have the Total 1 trials available in my power. One of the boxes (5 lens in trial box) was EXPIRED. It expired back in February (it's now July). I was shocked when this happened. I confirmed the other box was valid 2018. I confronted the Dr and Staff (they were talking together). The Dr was taken back and apologized as she threw the expired box in the trash. 1) Do they not inventory to ensure there's no expired products in this office? If I hadn't noticed, I would've put expired contacts in my eyes. Dr. mentioned she'll order 2 of Total 1 and 2 of MyDay Trials for me. They Trials arrived 4 business days later. So Def check the trial boxes they hand you to ensure validity!

Staff: Crissy went over and beyond in terms of customer service. I kept asking for the prices of Contact Lens and she was able to give them to me each time. To compare prices, do your homework. I ended up getting the CLs from elsewhere. The prices of the CLs were higher at this location. The other staff members seemed fine. Nobody had a smile on their face or were happy. If you want things done quick, talk to Crissy.

CL Cost: The prices here were much higher than say Costco Optical or Myeyedr. So call around. I wanted to maximize the insurance benefits in getting contact lenses.

Overall the location was convenient. This place does have a wide selection of glasses if you are looking for those. But again do your homework. I did hear them sell the services on lenses on glasses, etc. I'm OK with this place. The Dr was great and listed to you thoughts and concerns. I did NOT feel...

I was overwhelmed by customer service at visionworks in the mall, I was hanging out with my wife to be ,who hates the my prescription glasses I wear so to stop her angry faces I decided to walk in and see what types of frames my wife likes, the store has a "huge" variety wall to wall. At four feet in I'm greeted by who I now know is Sandi, she simply asked how could she help us today I explained the wifey hate and she and my wife started the search and found a pair we all liked then, Sandi asked if my insurance covers vision ,I wasn't sure but she checked for me it didn't! And then gave me a quote which was ok for frames but what Sandi didn't know my vision is bad and the lenses is where the price goes up, but it's been two years since my last exam and I'm overdue but sceptical about this vision center in the mall I didn't think they could provide the vision diagnostic im use to in New York where I live with my doctors.... I was wrong they gave me all the tests I've had before but they the staff where so kind and positive, one of the exam machines could not read my eye the young lady said it's fine I will get the doctor to recheck, usually they say "wow this eye has alot off problems" making me feel doomed😔. But not here the doc Cerella Rainey walked in glanced at the machine and said my condition, what a pro, she was absolutely correct ,then we went to her office and she did here thing to get my prescription, then what blew me away is that she gave me hope eye docs never do that or did that for me she gave me an option to improve my vision and explained a new method that may totally correct my vision, that felt so great to hear. Then Sandi made me aware of promotion going on ,where I may be able to get two pairs. The price I paid for two with transition ,with my eye condition and the coatings and ++++ was better then I ever had Lamont was detailed and soothing it's his personality I guess but I paid the man with me feeling like he's paying me, Visionworks at Arundel Mills in the mall has the greatest team I have ever come across they provided the best services ever, and it's in a mall wow great job guys, everyone I know I will recommend to you guys excellent, thankyou soon...