ComplaintsforVisionworks

• Initial Complaint

  08/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/27/23 I ordered and paid $263.00 in addition to my insurance proceeds for eyeglass lens at Visionworks ******************************************************************************. I was told that it would take about two weeks for the lens to arrive. I received a notice around 6/8/23 that my order was in. Upon arrival on 6/10/23, I was given a case containing a pair of glasses with the lens installed. I had not ordered new frames and was utterly surprised. After acknowledging the error, I was informed that the lens would be reordered. Over 2 weeks passed and I called the store around 6/29/23. I was told that my lens would probably be in on 7/3/23 or 7/5/23. I was expecting a call for the exact date to be determined, however, I did not receive one. On 7/8/23, I stopped by the store to verify delivery. I was advised that they were in, but there was no one to insert them because they only work during the week which would have been helpful to know when I placed the order.I returned on 7/14/23 to have my lens placed in my frame. I spoke to a team member identifying himself as the person in charge and requested a 50% discount due to the mix-up and delay in service, the number of trips made, and the lack of notification when the lens arrived the second time. I was told that could not be done. When I mentioned contacting the corporate office, the staff that took my order placed a bottle of lens cleaner on the table and said that was all they would problably offer or a 25% off next purchase coupon. Excess paper which draped the floor overflowing out of the printer seemed to have led to some confusion when the the staff input my order causing him to make a comment to his co-worker about it. In a survey sent to me by Visionworks after my initial visit, I expressed my discontent with the red marker dots left on my glasses by the staff when determining the transition lens area. I am requesting a refund for service recovery and all inconveniences caused.

  Business response

  09/27/2023

  I spoke with **************** on 08/18/23 and we agreed to a refund amount.  **************** was pleased with the resolution.  

  Business response

  09/27/2023

  I spoke with **************** on 08/18/23 and we agreed upon a refund amount.  **************** was pleased with the resolution. 

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