ComplaintsforVisionworks

Optical Goods

HeadquartersMulti Location Business

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Initial Complaint
09/30/2024
Complaint Type:
Delivery 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.
They never placed my contact order, I followed up with them multiple times and I was told the contacts will get to my house within 7 days max. Now it has been 17 days since I paid and place my order of my contacts, I called and they said they couldnt find it in the system (they never placed it) and then they blamed the company that delivers the contacts and said they had a problem the same day my order was placed. I paid and placed my order since 9/16 because they also messed up and NEVER ordered my trials for my contact lenses, I had to follow up on that multiple times over the phone and in person. I have explained the girl this has been an ongoing issue and over 2 months since my eye exam and because they have take so long with all of it I was running out of my contacts which I use EVERYDAY. And everything has been a headache since the beginning since the trials for my contacts to now even receiving contacts, I have wear contacts/ glasses for 14 years and never seen such a POOR service and poor customer service, they dont even know how to place an order, making me waist time from work, they told me they will have trials meanwhile Ill get the contacts and when I showed up they did not have the trials either making me wait over an hour during my lunch hours and they did not know what was going on I had to explain my problem to different people and they all seem lost
Business response
10/03/2024
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 provide update on order and a refund of $166.00 was provided 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 ********* for allowing us to assist in resolving the situation and/ or concerns.

Thank You,
Visionworks
Initial Complaint
09/23/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I went into visionworks in April of 2022 to purchase glasses. I had an eye exam and I did not like the glasses I received. I told them within a few months of the purchase that I was not pleased with the glasses and they did some adjustments, but I still did not wear the frames. I contacted them again possibly a few months after that in order to receive my medical record and I was told that I had to go in person to get it. I went into a visionworks near me and they told me I had to go into the actual one I had the exam at. In between that time my mother was ill and I kind of put it on hold for awhile because I was tired of being bounced around for my record. I contacted them again in May of 2024 and I was told that I could not get my record. This time I called the franchise I had my exam done at and the person that answered the phone questioned me about why I wanted my record. I reluctantly told him that I no longer had insurance and I had been wearing a prescription from 5 years before because I did not like the glasses I received from visionworks. He told me I could not have my record because he was not going to facilitate me purchasing glasses from somewhere else. I ended the conversation at that point. This brings me to today because at this point it, it's not about the glasses. It's about I am legally able to request and receive my medical record. It's illegal to refuse me.
Business response
09/27/2024
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 Veronika and arrangements were made for Veronika to receive a copy her records.

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 Veronika for allowing us to assist in resolving the situation and/ or concerns.

Thank You,
Visionworks

Customer response
09/27/2024
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
09/23/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On August 20, 2024, I went for my yearly checkup and bought two pair of prescription glasses, valued around 1000 dollar on the total purchase. Unfortunately, one of the lenses fell out after the very first-time use. I went back with a repair request. Two days later I could pick the glasses up, but again the one lens fell out again, requiring another repair. Upon arrival at the store, I was assisted by a young individual that I had never seen before but identified herself as the manager of the store. She seemed a bit agitated by my repair or replacement request and refused to honor the warranty. She suddenly accused me that I bend the frame on purposely which waved the right for repair or replacement. Upon my denial that the frame was bend by my usage, her accusation became even more bizarre as she started claiming that I never bought these glasses at their store. This fabricated accusation induced aggravation on my demeanor as I did not wish to be treated this rudely after being a loyal customer for over 5 years, and for sure do not except to be accused of lying. The lady told me I should leave and even threatened that she would call the police if I did not leave. I have left the store and filed a complained with the Visionworks corporate office. Three days later I received a call from someone who identified himself as being the regional manager telling me that I could go to another store, 40 miles away, to have the glasses repaired or I could drop them off at that location for reimbursement. I have not agreed to that offer as it seems that the regional manager didnt seem to be interested in resolving the very root of the problem. I have offered him that he has someone at the ********* location repair these glasses or simply reimburse me for the broken glasses. He said he would be in touch but I have never heard back from him, nor anyone else from Visionworks, to offer an appropriate resolution.
Business response
09/27/2024
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 ****** Glasses are being remade and when complete will be mailed 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
09/27/2024
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,

Frits Van ********
Initial Complaint
09/23/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Hello I purchased glasses from ************ on June 13, 2024. I have had these glasses adjusted numerous times during this time. Weekly at a minimum. The adjustments dont remain intact within a few days they are back causing problems. I feel like the frame is sturdy but then they start digging into my skin causing tension at my pressure points and I am a sinus suffer. I end up wearing my older frames for relief most times until I can get them readjusted. I went to the store this past weekend and was told that I was days from the 100-day deadline for other consideration. I was hoping for ***** with this frame as I cant wear these glasses without pain. I have the warranty but dont want to order the same frame as that would be wasted efforts. I need something that will allow me to wear the frame daily as intended.
Business response
09/23/2024
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 invited ******* in for a one time courtesy exchange.

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
09/24/2024
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. I appreciate Vision Works for accommodating my request so quickly. It is truly appreciated.

Regards,

******* *********
Initial Complaint
09/09/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased a pair of glasses on August 17th, 2024. I returned them on September 3rd, they are now waiting to reinstate my benefits for 14 days, though what they need to do is send back the check to eyemed insurance. I want my benefits back to get glasses elsewhere.
Business response
09/09/2024
Dear BBB,

I thank you for apprising us of the complaint submitted by *****************. After reviewing the details of the complaint, we have spoken to **** and he has confirmed that his benefits have been reinstated by his insurance provider.

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
09/09/2024
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
09/03/2024
Complaint Type:
Service or Repair 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 had contacted this place because I was in need of a pair of glasses. My glasses are broken in half I asked before my appointment Did they accept my insurance They said yes and I schedule an appointment for August 10 at 11:15 AM when I walked into the place, it was two people sitting there who did not open their mouth. I said, good morning my name *********************** and that I had an appointment with them and I asked did they accept my insurance and I was informed from the gentleman sitting behind the desk that yes, my insurance was excepted here, so I proceeded with the appointment and finally after being taken back to have the eye exam I was informed that I had to pay a $35 co-pay because my insurance didnt cover the eye exam which I didnt understand but I said OK and I paid the $35 After the examination, I asked the doctor what frames would my insurance cover? The doctor said talk to the receptionist, the receptionist, then informs me that my insurance does not cover for me to have any glasses made at their facility it would cost me hundreds of dollars for them to make me a pair of glasses that my insurance provider , ********** would not cover the examination or any glasses because I was progressive and needed a bifocal and I can understand why would you tell me that you accepted my insurance but then after we get started, my insurance isnt covered which I called my insurance provider later and found out that in fact, I was covered and in net work that I was not required to pay a $35 co-pay And I would like my $35 back because these people tried to cheat me and I still have to get a pair of glasses from someplace else because they did not make any for me and I dont want to have the job finished with them.
Business response
09/11/2024
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. Billing was discussed and a refund of $35.00 is being 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
Initial Complaint
08/26/2024
Complaint Type:
Delivery 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.
In April I visited Visionworks for an eye appointment for glasses and contacts. I have been trying to get my contact prescription and been given the run around. Without the prescription for my contacts I have been unable to order new contacts and I need them. I would like to get my prescription so that I can order new contacts.
Business response
08/28/2024
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 ****** has been provided a copy of her prescription.

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
08/26/2024
Complaint Type:
Sales and Advertising 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.
August 25, 2024 checked on website for vision works location ********************************************************* nc to confirm it was open hours 9 to 4 on Sunday and website says it's now open on sunday. Drove to location it is closed. This just reinforced to me not to use any vision works location. They can't be trusted. I will be going to coatco for my glasses.
Business response
08/27/2024
Dear BBB,

I thank you for apprising us of the complaint submitted by ***************************. After reviewing the details of the complaint, we have reached out to ******** and will be addressing with our management team.

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
08/23/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My husband and I had an eye doctor appointment today, 8/22/2024 with visionworks in oneonta ny that I made over a month ago. I spoke with a person to make the appointment, did not make it online. We live an hour and 20 minutes from this office. Upon arrival for our *** visit" I was informed that our visits were telehealth and no doctor was there today. Had I known this I never would have agreed to the appointment. Why would I want a doctor visit of any kind when no actual ** is there. So after and hour and ****************** both directions and a quarter of a tank of gas I'm pretty upset about the whole thing. Perhaps I'm just letting off steam but I really feel like I was mislead. And I really feel like i should be reimbursed by this company for my time and my gas. And if nothing else they should be informed that this misleading practice should stop. This was truely a major inconvenience for 2 old people on a fixed income. We walked outcandvi will never deal with visionworks again. ANYWHERE!
Business response
08/29/2024
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 speak to ***. Management is sending an accessory kit for the inconvenience as well as offered to have *** come back in for an in-person visit.
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
08/29/2024
Complaint: 22182333

I am rejecting this response because:

Regards,

*****************
Customer response
08/29/2024
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
08/22/2024
Complaint Type:
Billing 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.
In May of 2024 I went to vision works to have an eye exam and get glasses.The glasses were to strong so they rechecked my eyes and supposedly sent the glasses off to be remade but when I got them back they were the same as before.The company has a ****************************************************** about July 22nd 2024 I returned them.I was told the benefits would be put back on my insurance so that I could go elsewhere. Today I called my insurance company and they still have not refunded the insurance company even though they have the glasses back.I do not want anyone from the *************** works contacting me directly I was treated rudely by some of them before and have nothing to say to them now.The associate who I did the refund with was a woman named *****.The reason why I had them so long is because every time me or a family member would take them in there to return them they would keep telling me I had to get used to them.The glasses were returned in pristine condition because I never wore them.They accepted them back but have not released the money.
Business response
08/30/2024
Dear BBB,

I thank you for apprising us of the complaint submitted by ****** ****. After reviewing the details of the complaint, a member of upper management has attempted reaching out to ****** several times including August 26th, 27th, and 30th and a message has been left. We are waiting for ****** to return our call so we can continue to assist.
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
09/05/2024
Complaint: 22175818

I am rejecting this response because:
I read the response from the company,if they have reached out to me as they said I cannot tell ****** phone is not working at this time,I can do text messaging sometimes and send and receive emails.I would welcome them getting in touch with me this way.I'm not wanting an apology or for anyone to get in trouble at work I'm just asking for the refund so I can get my glasses.If they are the ones who have been calling I answer to a dead line and try to explain that I cannot hear them but if they can hear me to try again or email.I'm sorry for the inconvenience but this is aggravating to me too.

Regards,

****** ****
Business response
09/17/2024
Management was able to connect with ****** and confirmed that insurance benefits have been reinstated.

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