ComplaintsforVisionworks
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/06/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
On July 24th I dropped off a pair of designer frames that held sentimental value to have my prescribed lenses placed in them, I was told and aware that I had to wait up until 2weeks for them to be ready! I left them in their care Vision work are well known and I trusted them. on august 3rd I received a devastating call from Vision works that my glasses were lost/stolen through **** I asked for the tracking info and they provided me with 2 different tracking numbers in which both were not valid I was also told that they never scanned.Business response
08/09/2021
Dear BBB,
I thank you for apprising us of the complaint submitted by *******************. After reviewing the details of the complaint, the Area Manager has informed us that ************ has been contacted in regards to her order. **************** order has arrived at the store and is ready 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 you for allowing us to assist in resolving the situation and/ or concerns.
Thank You,
VisionworksInitial Complaint
08/04/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased glasses from Vision Works at ***** Chapel for my 6 year old daughter. She wore the glasses for 3 months then had a follow up visit with her optometrist. We discovered that the glasses were made incorrectly and as a result her vision was impaired. I followed up with Vision Works and explained the problem. I requested they fix the glasses to the doctors specifications by Friday because we were leaving for vacation and the doctor will need to check the glasses. I followed up everyday with the store as well as customer service. I was assured Thursday night that the glasses would be delivered. Friday morning I was informed they were not ready. We delayed the vacation a day to pick the glasses up. When we returned from vacation I had the glasses read and they were made incorrectly again. I spoke to the manager , ***************. *************** INFORMED ME THAT MY DAUGHTERS PRESCRIPTION SHOULD NOT HAVE BEEN FILLED AT THEIR STORE.Business response
08/25/2021
Dear BBB,
I thank you for apprising us of the complaint submitted by ***********************************. After reviewing the details of the complaint, we have provided a full refund an reinstatement of benefits for the inconvenience.
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,
VisionworksInitial Complaint
08/03/2021
- Complaint Type:
- Billing Issues
- Status:
- Resolved
New Glasses sales receipt #*****-66312 customer order # ************************ was charged $428.00. When I got my VSP insurance benefit statement my billable to Visionworks was $300.00. I was overcharged $128.00 at the store by Visionworks.I would like a refund for $128.00Business response
08/06/2021
Dear BBB,
I thank you for apprising us of the complaint submitted by ***********************. After reviewing the details of the complaint, the Territory Director has informed us that ************** was able to speak with the General Manager and will be refunded a total of $128.
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,
VisionworksCustomer response
08/10/2021
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.Additionally I have received the payment.
Regards,
****************************Initial Complaint
07/30/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I returned eyeglasses to Visionworks at *****************, ***** ** because of broken frames. I'd purchased the frames less than 6 months before they broke. The assistant manager, *****, took my glasses and ordered a new pair on June 25. Since that time I have been trying to retrieve my glasses. First no one knew anything about the glasses. I had to call back several times over the course of two weeks before ***** admitted he processed them incorrectly and they were still in the store. ***** then told me the frames had been ordered and would be in in a week. A week later, ***** admits the frames aren't in and he was getting them from another local store and would be ready in 3 days.. Another week goes by, the store has no record of my glasses, can't find my lenses nor do they have any frames. They can't reach ***** because he's on vacation. It's been 6 weeks and i've not been able to use the glasses for which I spent well over $300. What if ***** does not return to work?Business response
08/03/2021
Dear BBB,
I thank you for apprising us of the complaint submitted by ********* Davis. After reviewing the details of the complaint, we have been informed that *************************** order will be remade.
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
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Customer Complaints Summary
416 total complaints in the last 3 years.
124 complaints closed in the last 12 months.