Visionworks Doctors of Optometry 475 Nassau Park Boulevard, Princeton, NJ 08540

"This review details my experience at the Visionworks in Nassau Park Pavillion in Princeton. I brought my daughter in for a contact lens exam in early July. I wanted her to get used to wearing contacts this summer before she began Middle School in the fall. She currently wears glasses and is required to wear either contact lenses or sports goggles for one of the sports she will play at her new school this fall. I figured her scheduling her appointment for 2 weeks after school got out would give us plenty of time. We finished the exam with no problem and were told that Visionworks was ordering her trial contacts and she would have to take a contact lens class before they could release our prescription. I was told the trial contacts would be in 1-2 weeks and someone would call us to schedule an appointment. Two weeks later I still hadn't heard from anyone. I called during week 3 and could not get through to a person at the location. I kept ending up on hold and being routed to a call center. I called back during week 4 and finally got through to a person. I inquired about the status of my daughter's trial contacts. The person I spoke with said the system showed my daughter's contacts arrived but she could not find them. She said someone else would call me back. Someone did end up calling me back saying that my daughter's contacts were in stock and they wanted to schedule her class. I was unable to answer when they called, but I did call back within 30 minutes. Again, I was rerouted to a call center. So I drove to Visionworks and made an appointment in person with one of the workers there for my daughter to attend her contact lens class. My daughter and I arrived at Visionworks on the day her contact lens class was scheduled only to be told that the trainer doesn't work that day. I was asked if I made the appointment myself online to which I responded no, I made it in person here at the store with one of the workers. This was on Friday. I was then told that the trainer would call me today to schedule an appointment. I did not hear from anyone today so about 30 minutes before closing I called the store again to try and schedule my daughter 's class. Again, I was on hold for so long that I got rerouted to a call center. I called twice. The people at the call center can't help and they just brought me back to the store. It's a never-ending circle. At this point I'm upset because I tried to handle this during summer break, but because of faults on the part of Visionworks, we were not able to get my daughter's contacts. I took off from work to take her to her appointments. I also work in a school and can no longer take off any more days until school starts. Contact lens classes are only held during the weekdays. It has been 6 weeks since my daughter's initial exam. School starts back in 2 weeks and she still has not had her contact lens class and still does not have her lenses. Additionally, last year during my own eye exam, I was charged for the additional eye imaging that is not covered by insurance. I paid with my HSA card. However, when the receipt was printed, the fee for the imaging was not on the receipt. So the amount I was charged did not match what was on my receipt. My HSA rejected the portion that was not itemized on the receipt. I tried to call Visionworks and could not get through to a real person. So I went back to Visionworks and explained what happened to them and asked if they could print me a new receipt or help me make this right with my HSA. I was told there's nothing they can do. I ended up having to pay my HSA back. I think it's time for me to find a new optometrist. The doctor and her assistant who work here are wonderful. My problem is with the business side of the store."

"I so enjoyed me and my two sons visit today. From the start it was a great experience. We walked in and were greeted with friendly conversation. The staff is super friendly, helpful and kind. The doctor is awesome and understanding also. I greatly appreciated the professionalism and comfort this location has. I loved that I didn’t feel rushed and received attention to our time there. I want to thank everyone again for the outstanding service today (5/21/24). You all were amazing and appreciated. Can’t wait to come back to pick up our glasses. This is definitely a place to come for a great eye care visit."

"Very good customer service at Nassau park boulevard store in Princeton - they guy tending me was courteous in letting me know approx time I would need to wait in the store as there were people ahead. He was patient with me as I flipped the frame I chose quite a few times - he explained the pros and cons of each frame diligently"

"Yeah, you might experience a long wait time, but chances are that’s because the doctor is patiently answering all of the patient before you, questions and concerns. She takes her time with patients and listens. Can’t express how great and patient the guy store manager was. Super kind and helpful."

"Your staff (Ramon) handled an issue with my new order with ease and knowledge. This is my first time using VW. If I continue to receive the same excellent service I will be back for all of my eyeglass needs."