ComplaintsforVisionworks

Optical Goods

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Initial Complaint
06/25/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
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
The complainant verified the issue was resolved to their satisfaction.
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
The complainant verified the issue was resolved to their satisfaction.
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
06/06/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
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
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
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
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
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
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
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
Initial Complaint
05/23/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I need to make sure my insurance will not be billed for my "appointment" today. I was unaware of it being telehealth and that my visit would not be with a real doctor ******* at the office as I was only informed of this in the middle of the exam. The procedure also felt laggy due to technical limitations and was completely uncomfortable as well. Any of the results obtained might as well be discarded since the aforementioned made it too distracting for me to accurately assess visual stimuli *******ed during the tests. The employees I dealt with were very friendly, in contrast to the negative overall experience this was for me and I did appreciate that. I would've, without hesitation, scheduled elsewhere had this videocalling stuff been communicated with me at any point before I came in to be seen.
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, we have confirmed with management that insurance was not billed for an eye exam.
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
06/12/2024
Better Business Bureau:

I have reviewed the response made by the business and find the resolution satisfactory.

Regards,

***********************
Initial Complaint
05/23/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased a set of designer sunglasses back in July of 2023. I did not receive them until the end August/early September because the first pair were "lost", I paid $250 for these sunglasses and they seem to be defective. I just started wearing them like 2 months ago because I got them so late in the summer last year I didn't get a chance to wear them. The jewelry on the sunglasses have started falling off and the glasses themselves seem to have overstretched. I have had them adjusted twice and they continue to overstretched. I did not appreciate how it was assumed that I put them over my head. This is not such a case. I tried to explain that they are defective and I would like a replacement. I was offered nothing but a 60 percent discount on the next pair of glasses. I love the glasses but I cannot wear them. I should not have a pair of glasses that I paid $250 for sitting around not being able to wear them because they are no good
Business response
06/05/2024
Dear BBB,

I thank you for apprising us of the complaint submitted by *************************. After reviewing the details of the complaint, management has reached out and invited ****** in for a one time replacement pair.

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
06/05/2024
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
05/20/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Run do not walk away from VisionWorks. They discriminate and are guilty of exploiting the elderly. I have been using VisionWorks for years for my eyewear and even referred others there in the past. But on my last visit there they were all disorganized and provided poor customer service. After the eye exam and time to discuss glasses all the employees ignored me. So, I walked out, I wish I had never returned, but I did the next day, because the doctor said my eyewear needed a tune up. I have a patient record there and they pulled it up. Then they called my insurance company and had a conversation, then they received a fax with my benefits. When the fax was received the Black woman employee who was servicing me went to the older white guy and they were whispering something. Then the woman returned, sat down proceeding to tell me what frames and lens my eye plan included. She worked up the glasses according to the plan benefits, deliberately deceiving me, knowing that they were no longer a participating provider, and they would not be paid a dime. This is where she and her coworker exploited me as an elderly client, and discriminated against me as a disabled, elderly, Black, woman. Because I saw a White man come in to make an appointment and they informed him that they did not take his insurance. But they, purposely withheld that information from me, she and her coworker clearly knew what they were doing was dishonest. Weeks later I get a notice that my ****************** plan no longer uses *********** as a participating provider, and I would owe them $900.00 for my glasses. In the state of this economy there is no way I would knowingly make a purchase like this without planning and saving. I will never recommend this unethical company that instructs its employees to do their evil bidding. As a God-fearing woman soon to meet our maker, I can assure you that the mighty dollar is not worth your salvation and that everything you do comes right back to you, good or evil.
Business response
05/21/2024
Dear BBB,

I thank you for apprising us of the complaint submitted by *********************. After reviewing the details of the complaint, our Territory Director has spoken to **** and reviewed the insurance billing in detail.

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
05/22/2024
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,

*********************

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