Visionworks San Tan Village - Gilbert, Arizona

Veronica H.

This location has consistently provided a negative experience over two years, despite the excellent and professional ophthalmologists. While the convenience of the location is a plus, the negatives far outweigh it.

POSITIVES:

* Doctors: The ophthalmologists are excellent and professional, clearly explaining diagnoses and conducting vision testing.

* Convenience: The location's proximity to other stores in the mall area is convenient.

NEGATIVES:

* Glasses: Two separate pairs of glasses were made incorrectly. In 2023, the progressive lenses were set too low. In 2025, the lenses were incorrect, requiring a return and refund.

* Staff Knowledge: In 2024, I was scheduled for an exam and new glasses, only to discover after the exam and frame selection that I wasn't eligible yet. In 2025, after returning the second incorrect pair, I had to personally resolve a paperwork issue with my insurance carrier due to Visionworks' error; this is still ongoing weeks later.

* Cleanliness: The sample eyeglass frames are consistently dirty and covered in smudges and oils, a cleanliness issue I haven't encountered at other providers.

I cannot recommend this provider and am terminating my care and my family's care with them.

Gabi G.

The Assistant who took the puff test and such was very kind. She was very considerate in explaining what each test did and when to expect the dreaded 'puff' test.

The Doctor (grey hair) was extremely kind and friendly throughout the entire exam. He was super thoughtful in explaining how my eye health is in relation to my last eye exam.

I will absolutely continue to get my eye exam here.

Kim L.

I have been a loyal Visionworks customer for years. However, my experience both last year and this year at the San Tan Village location has been very disappointing. So much so, that it has prompted me to re-evaluate where I will seek future optical services.

Last year, I ordered contacts as well as purchased a pair of reading glasses that were approx. $300 out of pocket. Unfortunately, I never received a call notifying me that my glasses were ready. After multiple unsuccessful attempts to reach someone by phone, I visited the store in person, where my file couldn't be located initially. It was only after some persistence that the staff was able to locate my order. Additionally, there was not a fitting provided for my glasses, which due to their strength, I’ve not been unable to use.

This year, they again could not find my file and treated me as a new patient (I had to fill out all new forms) and after seeing the eye doctor, (who by the way, didn’t listen to a thing I told him) he suggested I try a couple different types of contact lenses, both of which had to be ordered. When checking out, I asked if I could pre-pay for my contacts and was told someone would call me the next day to take the payment - that never happened.

Two weeks later (I was told it would be two days) I did receive a call saying that the sample contacts were in, when I again asked about pre-paying for my contacts, I was told someone would get back to me that day - again, didn’t happen. I finally called and told them I would come over to get the trial contacts.

When I arrived to pick them up, I encountered an employee whose behavior was extremely rude and very unprofessional. The doctor had ordered 2-pair of contacts for me to try, and one of the employees went to hand me the order, but this woman grabbed the bag away from her and only gave me one pair. Further, she fought with me the entire time saying they had attempted to call, and I never answered. I told her there were no messages, which escalated her discourteous behavior.

I let her know she was making the entire experience unpleasant and therefore, I wouldn't be purchasing my contacts or any glasses for that matter, from Visionworks. She continued yelling at me as I walking out, that I wasn't going to get my RX, for which I paid the deductible, and my insurance had covered a couple weeks prior.

Given these repeated issues, I will no longer be using Visionworks. While I’ve appreciated the service at other locations in the past, I feel there are many other vision options available in the San Tan Village area, ones that will hopefully provide a better overall customer experience.

Therefore, I'm sharing this feedback to let Visionworks know they’re not the only game in town, and therefore they may want to “do better” in the future.

Stephen C.

San Tan Village Visionworks store is two thumbs up. Quick, efficient, professional and polite. My time is valuable andr they respond to that need. I highly recommend that you use this Location if at all possible.

Pauli L.

I have been to several Visionworks in the area over the years and the only one with great customer service throughout the process is the one in SanTan.The staff is attentive and professional, optometrist was quick and answered all the questions my son had for him. I will make the longer trip to go to this location.

Randy L.

The exam itself was fine, but the doctor started writing the prescription without asking me for what distance I wanted. Then the optician added options to both pairs I was ordering, without asking me first which options I wanted. Both seemed bothered that they had to change what they had done.

Craig M.

Dr. Bassett took the time to address all of my questions with a combination of professionalism and warmth. The associate who assisted with ordering my glasses demonstrated extensive knowledge and provided thorough answers to my inquiries. She also coordinated with Dr. Bassett to clarify some of my questions regarding the lenses. Additionally, the individual who conducted my eye exam was not only friendly but also clearly explained what to expect during the tests. Overall, this was the most exceptional experience I have had at a medical office. From the moment I arrived, I felt genuinely cared for, and I departed with all of my questions fully addressed.

Cakes N.

Ladies at the front desk were very pleasant. Dr. Bassett was very knowledgeable & professional. There’s also a great selection of glasses! I ended up getting 2 pairs!