ComplaintsforVisionworks

• Initial Complaint

  07/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I bought a pair of glasses in March. I was unable to focus through the bifocals to read and the glasses gave me a headache. I returned them April 26. I have been trying to get my insurance benefits restored since, so I can get another pair that I use. I was told benefits would be restored in 30 business days. I have had the store manager check every week since and get the same story. Benefits have not been restored. About 10 days ago the manager called and was told they dont know what the holdup is. They would mark it urgent and put in the top to be processed. It s would be available by Friday June 28. On Monday July 1 I tried to call to check. The recording said it was a long wait and offered the option to leave your name , number etc and your call would be returned. It never was. I returned to the store 7/2 yet again. An associate called and talked with someone for a long time. No one knows what is going on. I was told this time the benefits would be released on Friday July 5. At this point I believe nothing that is said.

  Business response

  07/05/2024

  Dear BBB,
  
  I thank you for apprising us of the complaint submitted by ***********************.  After reviewing the details of the complaint, we have confirmed with our billing team that the reinstatement of benefits request was completed with insurance company as of 7/3. 
  
  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

  07/05/2024

  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

  06/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I may of 2024 I went to Visionworks to get a n eye exam and get a new pair of glasses. After the exam I picked out a frame, and the order was placed. A few days later I got a message that my glasses were ready. I picked them up, but while talking to an associate named *****, she informed that I could get another pair with a discount. I had an old pair that was in great shape but one of the lenses was scratched, so I paid around $185 to get new lenses for the second pair. While waiting for the second order *** realized that my right lense was off. When I went to pick up my second pair and told them about an issue with the first one. They told me that my PD was wrong, and the glasses need to be remade. So I picked up the second pair and left the first one there. While waiting I realized that my second pair has the same issue. When I got a notice that my first pair was fixed and ready I went to pick it up. The same woman named ***** was the one to give me the glasses back. I wanted to put an order for the second pair to be fixed but she said that she didnt understand me and that nothing was changed with my prescription. I left since she didnt understand me, came back. This time ****** helped me, and she did a great job explaining was was done to the glasses. After I placed an order for my second pair to be fixed, and I came back to pick it up, they gave me the wrong pair. The exact same as the first pair with frame from Visionworks. *****, who was again at the store, told me that she didnt place my order and dont know what to tell me. I called complained, ***** calls back to help. At this point, I just want my frame that I gave them to be returned to me.

  Business response

  07/08/2024

  Dear BBB,
  
  I thank you for apprising us of the complaint submitted by ********************.  After reviewing the details of the complaint, management spoke to ***** and assisted when the glasses were picked up on 7/4.
  
  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

  06/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought some glasses and I had 100 days to exchange them. I did return them and got a much cheaper pair on May 20. I was supposed to receive a refund in the amount of $215. I had not received my refund and talked to a manager the first of June. He said it would take 30 days. I called and talked to another manager June 17. He also said it would take 30 days. It is now June 25 and I still have not received my refund.

  Business response

  06/25/2024

  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 did process on 5/21/2024 back to the card on file from purchase. ****** was contacted and provided update.
  
  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

  06/27/2024

  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

  06/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  April 5, 2024 I went to Visionworks for an Eye exam and new glasses. I was told when I checked in that I had a $100. frame allowance, which I was told by my vision insurance. When I picked my frames they were $129.95 which I thought I will just pay the difference of $29.95. When I checked out she told me my Insurance will not pay only $20. for my frames. When I got home I called my Insurance and they told me they (Insurance) paid the frames and so did I. They got paid twice! I filed a claim with my Insurance and they found that Visionworks was to refund my $100. I filed a claim with Corporate and after 30+ days they will not give me a refund. Only $5.99 not sure where they came up with that. Also, my glasses (lenses) are not prescription lenses. I had them checked by another Eye Dr. ***** FRAUD by Visionworks.

  Business response

  06/20/2024

  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 invited in to store so a refund of $109.95 can be processed.
  
  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

  06/20/2024

  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

  06/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was double charged for services I received on May 30th at the Visionworks, ********************************************. The total of my services were $188.00, I paid $158.20 at point of service and my insurance was also billed $188.00, my insurance paid out $65.00. Visionworks was paid $223.20 for service billed at $188.00. I am owed a refund of $35.20 and cannot get assistance from the Visionworks @ ********************************************.

  Business response

  06/25/2024

  Dear BBB,
  
  I thank you for apprising us of the complaint submitted by ***************************.  After reviewing the details of the complaint, ****** was contacted by a member of management, charges were reviewed and a refund of $122.00 was processed.
  
  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

  06/25/2024

  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

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I just wanted to state that I stopped at the Visionworks located at ***************************************************************************** at 6:55 PM on Saturday, June 8 and the store was locked, closed and all the lights were out. On the locked door the hours are listed as being open until 7PM on Saturdays. I only stopped in to conduct some quick business. I wouldnt have come to the store if I thought they would be closed before they actually state when they close.

  Business response

  06/28/2024

  Dear BBB,
  
  I thank you for apprising us of the complaint submitted by *****************************.  After reviewing the details of the complaint, management has reached out to ***** several times including on 6/14, 6/15, and 6/24. A message was left asking that ***** return our call and at this time we have not heard back from *****.
  
  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

  06/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased my glasses from visionworks at the ******************** location. I was recommended by the doctor to have three additions to my glasses which I opted to get all three. The store associate accidentally added only one addition. I called back to get this resolved and explained the situation and he told me that they can adjust it and placed me on hold. He then transfered me to the manager who I believe his name is **** or ***** im not sure but he was EXTREMELY RUDE. I asked him about the resolution of my glasses but he was not interested in helping me just being rude. He came on the phone and was like "this is ****" i said im sorry am i speaking to the same person or I was transfered, he said "transfered' nothing else so I asked who he was and if he knew about the situation to which I got a rude one word answer and when i called him out on his lack of basic manners and customer service he rudely ignored me and was like "what you want us to do?" and then I said I want you to have some basic customer service he hung up. My glasses still arent fixed and no help insight on how to get my glasses adjusted.

  Business response

  06/06/2024

  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 to ********* and discussed lens options. 
  
  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

  06/06/2024

  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

  06/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Subject: Complaint Against Visionworks for Low-Quality Glasses and ********************* Dear ************************ am writing to formally lodge a complaint against Visionworks regarding a pair of glasses I purchased in February. Within one month of purchase, I noticed small scratches on the surface of the lenses and that the legs of the glasses were loose.I promptly contacted Visionworks to address these issues. However, the representative informed me that I would need to purchase a new pair. She was also preoccupied with other customers and did not provide the necessary assistance.As of now, the glasses have accumulated more scratches and have become foggy, rendering them nearly unusable. I paid approximately $350 for these glasses and am extremely disappointed with the quality and the lack of customer support.Given the circumstances, I am requesting a replacement or a full refund for the defective glasses. I believe this is a reasonable request considering the significant amount I paid for a product that has proven to be of substandard quality.I hope the Better Business Bureau can assist in resolving this matter. Thank you for your attention and support.Sincerely,

  Business response

  06/10/2024

  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 to ***** and invited him into the store to work with the Store Manager on fixing his lens issue.
  
  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

  05/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been emailing and calling and I have not got a response in reference to the refund I still havent received. Its been way over 30 days. They sent a letter stating a check would be sent after the letter was received. They will not respond to calls or emails. They overcharged me for a service. I even told them at the time of the service I wasnt suppose to pay that but she didnt listen. My reference number is ********. I received the letter about being owed a refund of $42.60.

  Business response

  05/29/2024

  Dear BBB,
  
  I thank you for apprising us of the complaint submitted by ***************************.  After reviewing the details of the complaint, we have confirmed a check is being issued 5/30 and will be mailed. ******* was contacted and provided update.
  
  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

  05/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On May 22nd, 2024, VisionWorks in ********* on ************ has refused to return my money after a return. I presented at their store with glasses that have now not had the right prescription twice and now would like to start fresh at a new eyewear store. After being told by customer service that I can go to the local vision works store to get a refund for my glasses, the manager, *****, refused to give me a refund because she did not know how to refund my money. She wouldnt give this to me or try. The amount of money was ***** dollars. she also refused to return the money charged to my insurance as well in ******* cannot use the insurance anyhow, because 2023 is closed. She also asked me to sign a piece of paper saying that the money was returned to me even though I had not received the money the $***** and was told I was not going to get this money. By the end of this encounter, the manage, ***** was screaming at me. I would like them to return this to my insurance so I can start new somewhere else. I would also like vision works to now refund me for the out of pocket cost of $***** as this company did take my glasses for the return as well as did not give me my refund of both the out of pocket cost and the insurance charged.

  Business response

  05/24/2024

  Dear BBB,
  
  I thank you for apprising us of the complaint submitted by *******************.  After reviewing the details of the complaint, we have confirmed the refund was processed to return to the card on file from purchase. ***** was contacted and provided an update on the 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
  
  

*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. ↩