ComplaintsforVisionworks

• Initial Complaint

  08/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 22, 2024 I had an appointment for the eyeglasses and Doctor. Everything went fine. Ordered the glasses. The glasses came 10 days later but they were not glasses. They were sunglasses so again I had to re-order the glasses and as of today, August. ******* no glasses they said they put on a rush on it and now theyre telling me they will not be arriving till August 22. I had to pay with Affirm on these which was no medical coverage for them and its gonna be almost more than a month now and I want them to credit my account and give me my money back. I dont think thats fair at all. You can look at the prescription and see how strong it is. I only have the second order number they should have the first because its no longer on the website where I can track it

  Business response

  08/12/2024

  Dear BBB,
  
  I thank you for apprising us of the complaint submitted by *******************************.  After reviewing the details of the complaint, management reached out directly to ******** to discuss his order. ******** will be contacted once his order arrives at the store for pick up.
  
  At Visionworks, it is our goal to provide great customer service and we welcome every opportunity to better serve our customers. 
  
  Wed like to thank ******** for allowing us to assist in resolving the situation and/ or concerns.
  
  Thank You,

  Visionworks

  
  

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went in for an eye exam. I was later given a prescription for my glasses with the wrong prescription. I called vision works back and complain about giving the wrong eye prescription and Im a CDL dot driver I need to be able to see Im a driver. They later on reschedule my appointment and said they will fix the issue. They scheduled an appointment then call back and say they are over book. I was not able to get my correct prescription for my eye glasses or money back!!!! Its unprofessional and unpleasant how I was treated.

  Business response

  08/02/2024

  Dear BBB,
  
  I thank you for apprising us of the complaint submitted by *********************.  After reviewing the details of the complaint, a member of management has reached out and was able to reschedule for 4:00 PM today.
  
  At Visionworks, it is our goal to provide great customer service and we welcome every opportunity to better serve our customers. 
  
  Wed like to thank ****** for allowing us to assist in resolving the situation and/ or concerns.
  
  Thank You,
  Visionworks
  
  

• Initial Complaint

  07/30/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On July 5th, I ordered glasses from Visionworks using a prescription given to me by my doctor. On July 16th, said glasses came in defective (the lens' baseline was off in the left eye). I was told repeatedly and rudely that their glasses were fine, and that my doctor must have screwed up the prescription, so I could either drive back to him or pay them additional money to get a new prescription (even though the prescription in the left eye is the same as on my current everyday pair). Finally, a doctor looked at my glasses and saw that YES, there was an issue with them, and to put in a new order. On the 26th, I received a phone call that FIFTEEN DAYS later, that order was rejected and they would need to put in another. It's been almost a month now and I can't afford to wait for glasses any longer (I have July off, but August-June travel 100% of the time for work; this was my window to get a new pair and Visionworks not only blew it but tried to take me for more money in the process). I called the store for a refund; I was told that it would be submitted but that management needed to approve it and no receipt could be given unless I physically go to the store (about an hour there and back from my house and tricky for me to do right now). I called the customer support line and was told that, yes, Visionworks doesn't process refunds when they receive them, and that who knows when the submitted refund will be processed or how I can get confirmation because they "dont work like other businesses". I was also told that the territory director would give me a call to assist in the process on July 29th, but did not receive one. I reached back today, and am still getting extremely nebulous answers as to where my $310 is, and when it (and my insurance's portion) will be refunded. It should not take multiple phone calls and also a letter to the BBB to get a refund from a business that supposedly guarantees their work.

  Business response

  07/30/2024

  Dear BBB,
  
  I thank you for apprising us of the complaint submitted by *********************************.  After reviewing the details of the complaint, we have confirmed that the refund is being processed back to the card on file from purchase as of 7/29. A member of management has reached out to ********* with an update on the refund and is sending a receipt copy to ********* per her request.
  
  At Visionworks, it is our goal to provide great customer service and we welcome every opportunity to better serve our customers. 
  
  Wed like to thank ********* for allowing us to assist in resolving the situation and/ or concerns.
  
  Thank You,
  Visionworks
  
  

  Customer response

  07/31/2024

  Complaint: 22065039
  
  I am rejecting this response because, while upper management did contact me and take down my email, it has been over an additional 24 hours and I still have no proof of receipt / have not received a receipt for the refund. As this refund must be submitted to both my card (and is not immediately visible) and my insurance (with up to 30 days before reinstatement), and as this company continues to have a terrible track record in regards to their communication and lack of customer service on this issue, it is imperative to me that I receive and actual document of the refund to ensure it has actually taken place and for the correct amount. 

  
  
  Regards,
  
  *********************************

  Business response

  08/01/2024

  Management has emailed a copy of the refund receipt and informed ********* that the refund is being processed back to the card used at the time of purchase.

  Customer response

  08/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *********************************

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  At Visionworks store #*** on April 13, 2024 I had went in to get new contacts as an early birthday gift. They had given me a new eye exam in order to get my new prescription, or see if my eyes had changed any since my last exam. They gave me a new prescription for contacts and that the contacts would be delivered to my house. They told me to open the box, try them on, if they dont feel comfortable or cant see correctly to come back in with the remaining contacts I still had. (This is what they ALSO had told me over the phone). I then had went to a location closer to me, Visionworks **************. because I had an issue with them. They had told me that the new prescription I had been given was incorrect and had given me a new prescription. I go back to store #***, they then had told me the complete opposite of what they originally told me on the phone and at the store. They refused to give me any resolution other than I would have to pay again in order to get the prescription they had gotten incorrect or to call corporate. Corporate never reached back at all on the issue. The dispute is for either the contacts I originally paid the $119 for with my correct prescription, or for a full refund in order for me to get them somewhere else.

  Business response

  08/01/2024

  Dear BBB,
  
  I thank you for apprising us of the complaint submitted by *************************.  After reviewing the details of the complaint, a member of management has reached out. A new order was placed so the old contacts can be exchanged when the order arrives in.
  
  At Visionworks, it is our goal to provide great customer service and we welcome every opportunity to better serve our customers. 
  
  Wed like to thank ****** for allowing us to assist in resolving the situation and/ or concerns.
  
  Thank You,
  Visionworks
  
  

• Initial Complaint

  07/30/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Original eye exam and prescription glasses was 1/29/2024. After 6 months of not being able to make glasses that I could see comfortably with, I asked for a refund on 7/17/2024. I was told at that time because the refund was over $200.00, a check from corporate had to be cut and I would receive it in 3-5 business days. As of 7/29/2024 I have not received said check. I went to the business and was told it now takes at least 14 business days. They will not expedite a check to me and cannot issue a credit to my card. I will be going out of town and although I will have my mail held they will not guarantee a refund if check is stolen from *****

  Business response

  07/30/2024

  Dear BBB,
  
  I thank you for apprising us of the complaint submitted by *********************.  After reviewing the details of the complaint, we have confirmed that the refund is being processed back to the card on file from time of purchase as of 7/30/2024. *** was contacted and provided an update on the status of her refund. 
  
  At Visionworks, it is our goal to provide great customer service and we welcome every opportunity to better serve our customers. 
  
  Wed like to thank *** for allowing us to assist in resolving the situation and/ or concerns.
  
  Thank You,
  Visionworks
  
  

  Customer response

  08/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *********************

• Initial Complaint

  07/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In April 2024, I purchased a pair of glasses from this vision store for my daughter (I do not remember the exact number, but I believe the cost was around $150 after the insurance coverage). Several weeks ago, a s**** of the glasses fell off, which caused the loss of one lens. I went to the store about this today and was told they would not be responsible for this defective glasses. I asked how much it would cost to replace one lens. The answer was I would have to buy both lenses and the cost would be about $365 without insurance.

  Business response

  08/06/2024

  Dear BBB,
  
  I thank you for apprising us of the complaint submitted by *****************.  After reviewing the details of the complaint, a member of management has reached out and offered a one time courtesy lens replacement.
  
  At Visionworks, it is our goal to provide great customer service and we welcome every opportunity to better serve our customers. 
  
  Wed like to thank ****** for allowing us to assist in resolving the situation and/ or concerns.
  
  Thank You,
  Visionworks
  
  

• Initial Complaint

  07/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On July 23, 2024, I went to Visionworks located at ******************************* to order a pair of glasses. Salesperson - ***** putmy order in using my ************************* through Davis Vision. I reviewed the Visionworks website before so I knew different price point lens options were available. I asked numerous times and ***** said I only had 1 option with my prescription. She said she could go back and show me the system once my order was placed. the order was placed and my cc charged, she said the system wouldnt go back. I asked about the Proc Code on my invoice and was told that was coding for the insurance company. Later I figured out that they were the codes for the options she picked for me THE MOST EXPENSIVE OPTIONS. After leaving the store, I looked up Visionwork's website only to find out that she ordered me the $ ****** lens options when I could have had a $ ****** or LESS lens option. I called asked to speak to Mgmt was told that she wasnt available.- ********************************* and she would call me . She has not called me back as of 7-25-2024. I called and said I would like to cancel my order and to please have *****/slspsn call. ***** called and left message the order was canceled and the charges will be reversed within 24 hours. I saved this voicemail . 7-25-2024 and my cc has been charged as my Highmark Davis **************** so I cant order glasses anywhere. I called numerous times and have had no call. People are struggling financially and for her to overcharge people and the insurance companies is wrong. This is the time of year families and getting their children ready to go back to school or college and she is abusing the healthcare system They have charged my insurance company and my credit card for a pair of glasses of which I canceled and I cant get management to respond to me. I have disputed the charge on my credit card but this wont help me deal with my insurance being charged for the glasses.

  Business response

  07/26/2024

  Dear BBB,
  
  I thank you for apprising us of the complaint submitted by ***************************. After reviewing the details of the complaint, our Leadership team has contacted ******* and will be sending over her refund receipt. The refund was processed same day and her reinstatement of benefits has been submitted. 

  
  At Visionworks, it is our goal to provide great customer service and we welcome every opportunity to better serve our customers. 
  
  Wed like to thank you for allowing us to assist in resolving the situation and/ or concerns.
  
  Thank You,
  
  Visionworks

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is an official complaint against Vision Works, ************************************
  **************
  
  On 07/10/24 I visited Vision Works on *********** to get new glasses. After the examination of my eyes, I went to the customer service representative with two pairs of glasses and informed her that I wanted to purchase 2 and get 2 free, per **** Buy one get one free. When I asked if the glasses qualified for deal she said that they did.  I had a bill written, paid and left the premises. 
  
  07/15/24
   I received a text indicating glasses were completed and that I could pick them up. 
  
  07/16/24
   I  went to pick up my four pairs of glasses (2 paid, 2 free - ****). I was told by Customer representative, *****, that all that I would be getting from Vision Works would be 2 glasses. She told me that I was getting only getting the $159.95 pair and the $295 pair. I told her that I had purchased the two glasses and that I was expecting two more. She told me that no, that I was only getting 2 glasses, no free ones. ***** went through the whole thing telling me that the frames cost $159.95 and she then pointed to the bottom of my invoice in which it said **** buy one get one free and it would $159.95. I told  her that if that was the case why wasn't $159.95  taken out of the $598.94, the final price that I paid. And she proceeded to tell me that all that I would be getting were the two glasses and that was it. I left very disappointed.
  
  07/16/24
  I called Vision Works customer service and asked to speak to management, after the representative I was speaking to could not answer my questions, see above for what I reported to her. She promised me that a manager would contact me if not on that day on the next day.
  
  July 17th 2024 
  I contacted the Vision Works customer line,  asking for the manager to return my call and the representative told me that he was connecting me to a manager. When I was connected I heard the voice of the manager that they were connecting me to,  it was ***** from the Vision Works on 27th St. I still proceeded to tell her my complaint and she continued to insist that I was only getting two glasses, no more. I then at that point told her that I would be contacting the Better Business Bureau and she told me that if I was going to take it to BBB to do it. As a result  I am  this complaint against Vision Works and their representative *****.
  
  What I want from Visionworks is that I receive two free pairs of glasses indicating exactly how much I paid for each as indicated by the **** deal of buy one, get one free. 
  
  Thank you very much, *******************, ***********
  Click here to Get the File - use the Password: C42A6A61
  ************************************************************************

  Business response

  08/01/2024

  Dear BBB,
  
  I thank you for apprising us of the complaint submitted by *******************.  After reviewing the details of the complaint, a member of management has reached out and assisted with ordering the 2nd pairs.
  
  At Visionworks, it is our goal to provide great customer service and we welcome every opportunity to better serve our customers. 
  
  Wed like to thank *** for allowing us to assist in resolving the situation and/ or concerns.
  
  Thank You,
  Visionworks
  
  

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To Whom It May ********* am writing to file a formal complaint against Visionworks regarding a recent experience that has left me deeply dissatisfied.On June 26, 2024, I visited Visionworks for a vision exam and to have lenses fitted into my existing frames. The frames I brought in were purchased from a family-owned business with over 100 years of experience in frame-making; they cost me $330. I paid a total of $268 for the vision exam and the new lenses, not including what the insurance was billed for.Unfortunately, Visionworks has since lost my frames and lenses. Instead of finding a satisfactory solution, they have offered to replace my high-quality, bespoke frames with an inferior pair from their store. This is unacceptable given the unique value and craftsmanship of my original frames. In addition, I had already bought a pair of custom sunglasses clips for my frames for $165.68, which I am not seeking remuneration for but want to emphasize why I want to be indemnified for my original frames.I request that Visionworks replace my lost frames with the same brand and model and refund the $268 I paid for the lenses and exam. The total amount I am seeking is $598 to cover the cost of my frames and the exam and lenses. I also, want my insurance to get credited back, I will be contacting them as well. The service and solution provided thus far have been inadequate, and I seek a resolution that reflects the value of my property and the service I paid for.Thank you for your attention to this matter. I look forward to a prompt and fair resolution.

  Business response

  07/22/2024

  Dear BBB,
  
  I thank you for apprising us of the complaint submitted by *******************************.  After reviewing the details of the complaint, management has spoken with *********. Management is working with the lab to order a new frame and placed the job as high priority.

  At Visionworks, it is our goal to provide great customer service and we welcome every opportunity to better serve our customers. 
  
  Wed like to thank ********* for allowing us to assist in resolving the situation and/ or concerns.
  
  Thank You,
  Visionworks
  

  
  

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My name is ********************************* and I visited the Visionworks ********************* on two separate occasions and was not satisfied with the customer service that I received. I went to the store on June 27, at 9:00 am and the office was closed. I waited until 9:30 at which time a young woman showed up and opened the door. I was confused because the office hours are stated from 9:00 am until 7:00 pm. She informed me that the doctor was not in and I would have to leave the form and pick it up later. I had to be late to another appointment because I needed the form completed. I returned on July 1, 2024 at 2:30 pm to pick up the form and the office was again closed. The woman inside exited the office around 2:45 pm and I told her that I was there only to pick up my paper and she stated that they will be closed until 3:00. I waited until 3:00, at which time she returned with her lunch and opened the door. I picked up my form and was done in one minute.This is the most unprofessional office I have ever dealt with.

  Business response

  07/16/2024

  Dear BBB,
  
  I thank you for apprising us of the complaint submitted by *********************************.  After reviewing the details of the complaint, a member of management has reached out and spoken to **********.
  
  At Visionworks, it is our goal to provide great customer service and we welcome every opportunity to better serve our customers. 
  
  Wed like to thank ********** for allowing us to assist in resolving the situation and/ or concerns.
  
  Thank You,
  Visionworks
  
  

  Customer response

  07/17/2024

  Complaint: 21937723
  
  I am rejecting this response because: Your business should take in consideration any other appointments that your patrons may have. To make patrons wait until the lunch time is over and not alert anyone of this time on your website is ridiculous.  
  
  Regards,
  
  *********************************

  Business response

  07/17/2024

  We truly apologize for the inconvenience this may have caused. Due to limited staffing this location did have a temporary closure to allow our associate a break which management was aware of and was noted on the door shown in photo that was included with the complaint.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩