Visionworks was founded in 1984 in San Antonio, Texas. Originally called Eye Care Centers of America, the company offers designer, brand name frames for eyeglasses and sunglasses. Most locations offer eye exams on site or have a contract with a nearby ophthalmologist. Many locations have on site lens service with eyeglass service available in one hour in some cases.
Visionworks also provides contact lens exams and sells contact lenses both online and at most locations.
The company has 670 optical retail stores in 41 states as well as The District of Columbia and more than 5,500 employees. The company plans on opening an additional 95 stores in 2016, mostly in Michigan and New York.
In October 2019, Visionworks was acquired by VPS Global for an undisclosed amount.
Due to the coronavirus and subsequent quaratine, Visionworks was forced to close nearly 60% of its 700 locations and lay off approximately 4,000 employees in April 2020.
Visionworks maintains a corporate office in San Antonio, Texas.
Visionworks was founded in 1984 in San Antonio, Texas. Originally called Eye Care Centers of America, the company offers designer, brand name frames for eyeglasses and sunglasses. Most locations offer eye exams on site or have a contract with a nearby ophthalmologist. Many locations have on site lens service with eyeglass service available in one hour in some cases.
History
Visionworks also provides contact lens exams and sells contact lenses both online and at most locations.
The company has 670 optical retail stores in 41 states as well as The District of Columbia and more than 5,500 employees. The company plans on opening an additional 95 stores in 2016, mostly in Michigan and New York.
In October 2019, Visionworks was acquired by VPS Global for an undisclosed amount.
Due to the coronavirus and subsequent quaratine, Visionworks was forced to close nearly 60% of its 700 locations and lay off approximately 4,000 employees in April 2020.
Visionworks maintains a corporate office in San Antonio, Texas.
Both my husband and my daughter had their prescriptions wrongly put in their glasses. My daughter went in 2 years ago and was told that she needed bifocals, so I ordered those. When we went in a month later to get her fitted for contacts I was told she did not need the bifocals and was not sure why bifocals were prescribed. When my husband went in a month ago they ordered him single focal lenses even though he wears progressives just because he didn’t want to pay the extra out of pocket. Bifocal and multifocal are covered by his insurance, but he wasn’t offered that because he didn’t want to pay the extra for the progressives. Therefore they just ordered him single vision and he can’t even wear them and they offered zero apologies for either mess up when I contacted the store about it. This place is a ripoff and we will not be going back. Out of 3 people in my household, they have messed up the glasses for 2 of them. RIDICULOUS!!!!!
I visited the Rochester MN location in early February for my son to get new glasses. That visit went great until the glasses came in a month later and they were the wrong glasses. They said they would order the right glasses. Waited a month before calling to find out if they were in yet, they said that they were not in yet. Two more weeks went by and still have not heard anything, called again and they told me that they would look into it and call me back. Never received a call back. A couple days later I received an email that they just ordered what was suppose to be the right glasses. Got the email today 5/11/2021 went to go pick them up and still the wrong glasses were ordered. He has gone 3 months without glasses. We had to take them so he could actually have glasses again but we will never be back to visionworks. Very unhappy this time and we have been a customer for years.
I am having a very similar problem, but I picked up my glasses at the start of the pandemic and they didn’t fit. I understood due to the pandemic that this was going to be a long wait. But now the glasses are broken with no help from the store. I cannot find anyone to hear my complaint. Have also been a customer for years and am forced to use Vision Works bc of insurance. VERY UPSET
I had my eye exam March 20th and was told it would take 2 weeks to get my glasses. According to customer service and the website, my glasses arrived on March 28th. I did not receive a text or a phone call as they said I would. When I took it upon myself to go into the office to pick up my glasses, no one could seem to find them and no one did really seem to care or do anything about it. So I walked out. I waited until my husband had to go pick up his glasses thinking they should have found mine by now. It was about 1 1/2 weeks later and they still could not find them. I was told they would have to contact the lab and have them rush order me another pair and it would take maybe a week. It is not 4/26 and still no glasses. No phone call and no text. I go to call and cannot even get anyone. Apparently due to covid and high call volume, they are only accepting a certain number of phone calls. I will most definitely be going elsewhere after this. If and when I do get my glasses, I will NEVER go back to this location in Queen Creek Arizona. I have going to VisionWorks for over 8 years. This is my second time at this location and I will NOT be going back to this one. I will go the location where my daughter went and no issues. They seem to know what they are doing and care about their customers.
Good afternoon,
Please see the complete correspondence below. I have tried SEVERAL times to get through to the billing department and have been unsuccessful, once again. Customer service tries to transfer me and is unable to get ahold of anyone. When I try myself, the phone call now just hangs up after 25 minutes of waiting. It has now been OVER 30 days since the original refund request which was submitted on 3/18/21 (please see picture attached) I am extremely frustrated at this point. I never should have been charges to begin with. Please expedite the refund that is due to me immediately. I expect a response to this email with an exact date I can expect my refund. I have already waited the 30 days I should not have to wait any longer. Thank you in advance for your assistance in this important matter.
Dear Customer,
Number: CSTR000000656809
Request Subject: [EXTERNAL] Corporate Refund Check Status and Tequest for Prompt Expedition of Refund Check
Please see the updated information below.
Requester Notes:
03-25-2021 13:48:56 – Norma GarciaRequester Notes
Hello Sarah,
We apologize for the issues in service.
The processing time for refund checks from corporate may take up to 30 days.
We apologize for the inconvenience this may have caused you.
Regards,
Visionworks Customer Service
Regards,
Vision Care Customer Service
Ref:MSG6860761
Hide quoted text
———- Forwarded message ———
From: Sarah Rose
Date: Wed, Mar 24, 2021, 10:07 AM
Subject: Corporate Refund Check Status and Tequest for Prompt Expedition of Refund Check
To:
Good Morning,
I have tried several customer service lines listed online under Empire Vision Corporate Headquarters. I have been unable to speak to ANYONE Corporate Headquarters. The automated message tells me I have contacted them outside of business hours (Even though I have tried several times during what is considered “normal business hours”) and to go online I am inquiring about the status of my Corporate Refund Check. I am on Managed MVP Medicaid and specified this when I made my appointment, again when I arrived for my appointment, and once again when I was picking out my glasses. When it was time to order my glasses Stephanie said that it was MY responsibility to take my receipt and contact MVP for reimbursement. I was shocked at the amount as I had always gone to America’s Best and NEVER paid over $150 for 2 pair of PROGRESSIVE lenses. Also I was told that the price for progressive lenses would be $100 MORE EACH and MVP would not reimburse me for them. The advertisement was for BOGO free so I got a pair of glasses for reading and a pair for long distance. Which is not convenient for me, having to switch glasses all the time, but I could not afford $450 for glasses. I couldn’t even afford the $250, I am currently unemployed and I had to borrow the money. I was not expecting to pay anything out of pocket because of my insurance. I was told BEFORE I made my appointment that my insurance was accepted there.. Long story short, I submitted my receipt to MVP Managed Medicaid and received a denial letter. When I contacted them they advised me that I should not have paid ANYTHING out of pocket, that Empire Vision Works (of Glenville NY) should have billed for the services themselves and they would not reimburse me directly. They would only pay Empire Vision Works after they submitted the claim. They also said that they cover progressive lenses and should have received that service. I called the office where I had my appointment and only when I disclosed I had contacted MVP myself, did they tell me to come in for a refund. When I went in they told me insurance does not cover the BOGO free and I had to return my reading glasses. They would not/could not give me a reimbursement check and said it must come from Corporate. Now I am out of my reading glasses AND $250. I have been unable to get ahold of ANYONE by phone to check the status of my reimbursement check so I have no idea if and when I will receive one. I also don’t understand how ONE pair of glasses cost $250. I cannot believe I was asked to give my 2nd pair of glasses back. Especially after this being the company’s mistake. I am looking to hear back from someone on the status of my refund check. I will also be checking to see what was billed to MVP Medicaid and will be contacting them if I see that $250 was charged to my account. I will also let them know that I was told I could not get progressive lenses because of my insurance and Empire Vision Works made me return my 2nd pair of glasses. I will be contacting the Better Business Bureau and filing a formal complaint if I do not receive my check promptly and/or this email goes unanswered.
Please see the email attachment for receipt I was given as proof of the refund request from Corporate.
Thank you in advance for your time for promptly looking into this matter. I expect an expedited resolution to my complaint.
Sincerely,
Sarah R. Dill
Is this simply to vent??? , I don’t see any replies. How sad your company doesn’t take complaints seriously and a reason we won’t be visiting your site anymore. My son is 15, we are in Florida and he lost a contact and forgot others. I made arrangements with the local Visionworks to receive the information so they could issue a pair to get my son through. The Johnstown, PA location refused to send because he hasn’t been seen for 8 months ( I am his mother and his dad usually handles eye appointments) , needless to say they refused to send it and while they feel they are doing the right thing. My son was currently wearing the contacts prescribed and we would have made an appointment immediately upon return but they refused. So I have a son in Florida for the next 7 days without anything but one contact. How embarrassing for your company that they couldn’t help this child out until we returned. His eye sight is bad and what they are doing is NEGLIGENT! We will never be back and if something happens to him because of this this week I will be holding Visionworks responsible.
My 17 year old daughter went in for a contact appointment about a month ago. She was told that her trial contacts would be ordered that day and should be in with in a week. We have contacted the store a total of three times and were told they hadnt come in yet. My husband called today because my daughter was having issues with her vision and the headaches were getting too much to bear. He was told that the contacts weren’t even ordered. That the lady who does the ordering had been out and no one else had done it. I called them then to find out more info. The employee I spoke to was rude, discourteous and just plainly didnt want to deal with it. I was told that they ordered them on Tuesday which was still 3 weeks after when they should have been. She stated you cant expect them in two days. I asked why we werent told that there was a delay and they were being ordered. She said we didnt know. There was a glitch in our system and theres no way to track the orders. It just seems like they are not taking responsibility for anything. I felt like it was an issue that if we had been told there was delay, I can understand that errors happen. But the employee immediately became rude and hateful as soon as she got on the phone. I had them fax a copy of the prescription to me and will not use them again. Atleast this location. So much disrespect.
A few weeks ago, my husband and I went to the Visionworks at Oakview Mall in Omaha, Nebraska. We had a great experience that day and the ladies who helped us choose our frames were wonderful. We each got 2 pairs of glasses and I got a pair of sunglasses. When we were notified our glasses were in, we set up an appointment and then at that time went to pick them up. The lady that helped us had us put them on and kept telling us how busy they had been and we were very rushed. She didn’t even check to make sure the glasses fit properly, we just felt like she wanted to be done with us. One pair of my glasses hurts my ear so badly that I can’t even wear them. I called to make an appointment to get them adjusted. On June 20th the day of my appointment, we had something come up but was in the area of the mall so stopped with my pair of glasses in case they could just adjust my glasses and be done with it. When I walked up there, I noticed there weren’t many people in the store and one lady wasn’t helping any customers at the time. I asked if she could adjust my glasses and was rudely told I had to have an appointment. I told her I did but had something come up. I was still refused in my request for a quick adjustment and I truly got the impression she could have cared less. I understand there is a pandemic but I also understand basic customer service. My husband and I spent about $1200 or so there and now I’m wishing we would have went elsewhere because I’m stuck with a pair of glasses that I can’t even wear and I refuse to go back to a place who won’t help their customers and don’t even care if they’re satisfied with their glasses or not.
I had eye surgery recently and needed glasses. The doctor’s prescription was for lenses with a matrix correction factor to correct double vision. I got 2 pairs for reading and distance. For 2 weeks I could not see properly. When I went back to my doctor, they found the wrong lenses made and not related to the prescription. I went back to the branch and wanted me to wait for another 2 weeks to make new lenses!!!
Obviously, the QC is very poor and very little attention is paid to importants matters like this!
I purchased two pairs of eyeglasses with prism lenses in Highland Village at Visionworks this week.
I picked both pairs of my glasses today and made a trip back because I needed replacement screws in case there is a problem. I CANNOT drive without my prescription eyeglasses. I was told I could not get replacement screws, as they take a special tool.
Without the glasses I cannot see to drive. I went back to Visionworks in Highland Village, TX to get a couple extra screws.
The following could have ended poorly, but an employee at another national eyeglass store, thankfully assisted me. My last pair of glasses which list an eyeglass screw, there was not a Visionworks in Houston or Galveston. I finally located an eyeglass store that helped me with a screw that did not fit well, but I could make do. She also gave me a few extra if I lost anymore.
I nerd some assistance so I am not left without a working pair of glasses in a strange area or country.
I am certain there are others who have been in the same scenario as I was.
Your new commercials are horrid! What the hell are you trying to sell? Glasses or goofy looking millennials?
I agree. Do you actually believe you will attract a new customer base by portraying the Caucasians as lying buffoons? Your commercials are not funny and highly insulting.
THIS IS A COMPLAINT – I purchased glasses at the Visionworks located at 421 N Cole Rd, Ste 102, Boise, Idaho 83704 – phone 208322-2933l in Feb 2019. I was going to use them for driving at night so had them in my car. I am 77 so do not drive much at night and only tried to use them about 6 time. Each time I did, it actually made it harder to see at night……..visibility appeared blurred. Finally, on Aug 27th I took the glasses back to the Visionworks store and asked them to physically check the prescription that something was wrong. They supposed checked and I was working with the store manager, Kathy, who said what the prescription was and it was what they had on file for me. I then put the glasses on and told her that it made things blurred. She just stated ………well it is the right prescription. She made NO OTHER EFFORT to find out why the glasses made my vision blurred with them on. In fact I could see better without them. I left the store and went right over to my eye doctor office and asked them to check the glasses. They checked the prescription which was correct but said the reason things looked blurred was because the right lens had crazing. She even just held it to a light and I could visually see with the naked eye. I then went back to Visionworks and told Katy what my eye doctor found. Her reply was ……….well you only asked to check the prescription. I told her things looked blurred and at no time did she even look at the lens to see if something was wrong with the manufacturing or such. If I could see the problem with the naked eye………..someone who is suppose to be in the eye glass business should have certainly see the problem and should have investigated further when I told her things looked blurred. She made no effort to see what was wrong with the glasses. Because of her lack of service I made an unnecessary trip and wasted time at my eye doctor’s office. NOT GOOD CUSTOMER SERVICE.
Visionworks #91 (Lafayette, La.)
I purchase a pair of glasses in-store and paid for the insurance on 07/25/2018. The total cost of the eye glasses was over $600. Today, 8/20/19, I visited the store to see if I can get my eye glasses repaired because the frame had broken. I met a slightly overweight black lady (possibly the manager). I explained that my glasses were broken and was inquiring if my insurance would cover the repair cost. She query the computer and stated that I did not have insurance. I informed that last year; I had purchased insurance. She insisted that I didn’t. I politely walked out and went to my truck to retrieve the receipt. This time I was served by a very nice lady possibly named (Brenda). Brenda reviewed my receipt and then indicated to the original associate; confirming that I did purchase insurance. This infuriated the associate and she developed an attitude. I suspect she doesn’t like to be proven wrong. She took the receipt from Brenda to check the frame number. That concerned me because this was the second time she insulted my integrity. Finally, she took the receipt to the back. Shortly she came back to inform Brenda and I that my insurance had expired by 3 weeks. I could tell in her face that was so satisfying to her since I had the nerves to prove her wrong. Brenda was so comforting and she knew that the associate treated me bad for no reasons. Little did she know; there were other options available. She could have offer me another frame at a reasonable price or could have inquired about my very good insurance. I was actually eligible for another pair of glasses! Thanks Visionworks; I will find a business that is more customer friendly.
I live in Orland Park in Illinois. On two separate occasions in the last three days I called the Visionworks office on 143rd and Lagrange. One day I called after 9 am and got a recording that the store was closed. I called back again 15 min later and still got the recording. I went online and the information listed said that the store was open and would remain open until 7pm. I was trying to find out if a pair of glasses that I ordered 2 weeks prior were delivered yet.
The next day I called about 3pm after the phone ringing about 4 times, someone picked it up and immediately hung it up before speaking to me.
I called again this morning at 9am and again received a recording saying the store was closed. I waited 20 minutes and called once again and got another recording stating that the store was closed.
I don’t know what kind of people you have hired to work in this store, but they all deserve to be fired. There is no respect shown to the customer when this happens over and over again.
I have ordered glasses from your store more than once and don’t recall having this type of service EVER.
Dear Mr. Eisen: I recently went to two of your Visionworks stores in Maryland. Because I am a Medicare recipient and recently had cataract surgery, I was forced to go to Visionworks because they are the only ones that will bill for Medicare coverage of my new glasses. I must say that I have never had such bad customer service in any optical shop. I ended up walking out of both stores, going back to my prior service provider, Target. As an example, the store would not give me a price on said glasses unless I filled out detailed info first. Initially I was told that I had to wait 3-6 months post surgery to get the glasses. This is not true. Then I overheard an under the breath comment made by one of the employees to another regarding my presence in the shop. Generally speaking, both stores were poorly decorated and very unattractive, not a good visual. Just wanted to let you know, because I have already told several of my friends to stay away from this brand. Signed, One Lost Customer.
over a month ago i had an exam and ordered new lenses per my prescription change. Two weeks later recvd call that the lenses were in and went there to have the lenses placed into my existing frames. 1 hour later the associate stated they were the wrong lenses and could not be placed in my frames. When she brought my original frames with original lenses placed. They were not the frames I gave them. They tried to tell me that they were what I gave them. I assume the tech broke my frames and placed the original lenses into a new frame. I absolutely know they were not my original frames and even the color was not the same. They could have just told me the truth but chose to lie.
They reordered the lenses and again two weeks later they were the incorrect size lenses. This was the Lancaster Pa. park city store which I will never do business with in the future nor recommend to anyone. Please let me know how you will resolve this issue. I look forward to hearing from you soon.
Absolute worst service anyone can get I take my glasses to be fixed by them they have them so messed up that I can’t even wear them an all they told me was well the manager did it an I can’t do anything about it
Your manager and lab guy at the Mentor Ohio location are absolutely the worst. They put down my doctor and staff, and come to find out, they are the ones who made my glasses wrong. Get qualified people
Hello,
I am a customer at the Springfield PA location and I needed to get my driving glasses RX. As you know they require
Tinting and was told that they do not tint at that location so now I’m inconvenienced and had to go to the Havertown PA
location to have them done. Does this mean that this store doesn’t ever sell sunglasses??? I am NOT a happy customer at all. This needs to be re-evaluated for sure.
Thanks
Penny
I just wanted to say that Ron at the Greensburg, Pa location is amazing!! Always pleasant and easy to work with. That man needs a raise!! Please acknowledge him in some way, It would mean a lot to me.
So on Friday the 15th of March was told to come in and be the first person at 10 and I would be seen I waiting 45 mins to make sure I was the first one. I get to the counter the lady said it would be a four hour wait. So I was made an appointment for 23rd of March with my husband at 11:15. I had to show the card saying I had an appointment the receptionist had issues finding my appointment. When my husband goes back to be seen he had already told them three times he had tri-west and including the receptionist and got a referral to come there. They get ready to do the eye exam they can’t because the truck-west doctor wasn’t there and there was an emergency at another office for him to be there. This is the first time I’ve ever had a problem but it’s ridiculous we’re going to make three trips. If you would like to speak with me other than email 615772XXXX.
Vision works corporate is very unreliable. I had a compromise last night and I was getting home really late with a 2 year old. I didn’t want to lose my mother’s appointment because she recently got cataract surgery so I knew she needed new glasses. Keeping in mind she is an elderly women and she was given through a text message from corporate an appointment. I got there and wasted my time, my text messages said her appointment was at 9am and when I get there Vidion Works didn’t know anything about her appointment.
Hello,
My name is Tanya Matthews, I visited the Vision Works, Orlando location on Colonial and Hiawassee. I’m disappointed that not realizing it at the time of exam, the doctor told me that she could not make my vision perfect and that even though I ordered contacts, I would still have to wear store bought glasses in addition to my contacts. The prescription she ordered for me was the same for both eyes, when for many years now, I have Alwats had different power(s) for each eye, one eye (I believe the left eye is at a less power than the other or vice-versa, I am not sure which one. Ever since, I have worn these contacts, I have difficulty seeing clearly Without wearing store bought glasses!!! I hesitated to call the office because as you know, eye exams are a once a year coverage! I Cannot afford Nor should I have to pay a fee to visit the docor again to have this corrected! Your attention to this matter is greatly appreciated. My contact number is 407-770-XXXX, my email is mattanjan2017@ gmail.com
Thank you!
Will never go back to your stores.
My wife brought our son into your store in monroeville Pennsylvania was told our insurance doesn’t cover anything except for clearance a small tiny tiny rack and she did it in front of other customers in a way to embarrass her. Our insurance does cover more than what she said she didn’t know what she was talking about her name is Tammy I talk to one of the managers at the store her name is Freddy she already acknowledge the fact that Tammy missed lead my wife and embarrassed her in front of other customers
On 10/23/18 I purchased (2) pairs of glasses, one distance, one reading. I paid extra to have High Index W/AR on both pairs, plus premium Clear Shield Non-Glare. Both pairs are single vision lens. When I went to pick them up, I called them as they didn’t call me. I was told they had texted me a week earlier but the number I gave was a land line, as you know land lines do not receive texted messages. At this time they adjusted the distance glasses. But when they went to adjust the reading glasses, the lens fell out. I was told the lens were made to small for the frames. I was told they would have to send them back to the lab (in another state) to remake. Time went by again no message to pick up glasses. Again I called and was told they had texted me to pick them up. Again I said the number was a land line with no text messaging. Again they wrote it in my file. So, off I go again to Vision Works. This time the lens were very thick. They noted that they were thick and that I had paid for the thinner lens. So, again they said the glasses would be remade with the high definition/ high index. Now today 12/21/18 two days short of 2 months, I go again no call from them. This time the lens look like the bottom of a glass coke bottle. I did not accept them. I walked out. To say that this company is incompetent is an understatement. I would not recommend anyone to go to vision works. They charge you for corrective lens that are suppose to be made using a thinner material… hog wash. They charge you for something you do not receive. Take me advise to somewhere else, do not deal with these incompetent sham artists.
To the Corporation of Visionworks,
I am a previous employee of the Visionworks 576 in Richmond,KY. I am HIGHLY displeased with how the store is ran. It was an extremely hostile environment and there is a lot of drama and people taking bad about everyone. It was so bad that I was dreading every single day coming to work. I had already put in my two weeks and my last day was Saturday, but tonight due to the workers there, I quit on the spot this evening. NEVER in my life have I been in such a negative and hostile work environment with so much gossip and cliques. I would also like to say that I have NEVER even thought about talking to a corporate office because of being in such a bad work environment due to the negativity nor have I ever quit on the spot because I could not stand for one more second the people I worked with. I was completely fed up with gossip and rude looks from them. I am one to preserver and a good worker, in fact, Shannon Davis referenced me back in April to Caitlin Patterson. So for me to do this is not common at all nor have a ever felt the need to reach out to a cooperation for anything in my life, especially in a place I’ve worked at.
One of the worst employees I worked with was Samantha Wilson. She was transferred to us not very long ago and was incredibly rude to me for no reason, at least not that I’m aware of because I would keep my distance away from her. I would catch her talking about me to the other employees as soon as I walked away. She even told a bunch of us one day how she is on thin ice with Jan and has been transferred to three different Visionworks. She didn’t explain why but I would venture to say it’s due to her being so rude and mean to other coworkers. Not to mention again, she has only been at the Richmond location for about three or so weeks now. The employees recently picked Secret Santa names for Christmas and although she didn’t say who, but she openly told us she didn’t like the person and drew another name. This is just one example of how petty the work environment there is. Plus, unprofessional to say something like that in front of us.
Another very rude employee was Shawntia Webb. She would be rude to me even in front of customers and they would even notice her tone with me. She was one to start gossip as well. I know for a fact that I have never done anything to her either because I wouldn’t talk to her unless necessary when dealing with work related things.
I really do hate that I’ve felt the need to go as far as reaching out to the Visionworks Coperation but something needs to change soon in the work environment there.
Thank You in Advance,
Abbie Lambert
lloyddoogan69@ gmail.com
Dear sir My glasses. Haven’t been right. Since I receive them after having them check today I realize that they are wrong so what do I do now I’ve got prescriptions are done for the glasses glasses over the prescriptions cost me $500 for glasses that aren’t. Right. Script
Hello: I would like to know if you have job openings for a Massachusetts Licensed Optician.
Big Complaint from Southern Maryland. I’m a Senior Citizen & my first time visit to a new V.Works store was a disaster. 8/4/18 the Clerk was new so it took almost an hour of her verifying with other assoc’s. that computer entries were correct…My big request was that lenses be tinted a darker gray at top & graduating to ‘very’ light down. Showed several assoc’s. including the Lab Tech how my current ones were done & that’s what I wanted!
Had to return FIVE (5) times through those doors and each time was an utter disappointment! The 3rd time I returned, the glasses had been put in the case for ‘ready’ p/up and when the assoc. took them out there was NO (nada) tine whatsover. Of course apologies abounded! Once again I left only to return and find the glasses looking like sunglasses..waaay to dark. I was angry and expressed myself as so, saying I was done and wanted a full refund! I’d taken the 2nd pair (sunglasses) upon my first return as they were fine from the start so I gave those back and waited for my refund receipt. They were actually trying to correct this disasterous order while I waited for the refund but I said ‘it was too little, too late’. She did bring the glasses back out and the tinting was still as
BAD as before, this time almost a ‘Navy Blue’ color with a dark spot mid-top…A SAD comedy of errors but I’m not laughing. I left with receipt in hand and am dazed by such
incompetence in a place of business. I’ll return to my original vision store and stick with what I know to be what a vision store should be!
I visited the VisionWorks in Snellville GA. This was my worst visit yet. My normal store is in Douglasville, GA. However, I left the store without being checked out. I ended up calling the store the next day after I realized it. I had to make a second trip to the store to sign the check out papers. Only to realize after the second trip, they didn’t order my contacts. I will never go to this location again.
I am a designer of Eye Frames; I design all types of eye frames; This includes reading, designer, sun eye frames and protective eye frames. I am seeking a company to partner with me in this endeavor. Currently I am known nationally and internationally for my style of eye frames.;
What do you suggest I do to get my eye frames sponsored by Vision Works
To Whom It May Concern:
Just about a month ago I took my prescription to Visionworks. This was the first time that I had been back in over ten years because of the problem that occurred the last time that I tried to purchase eyeglasses with this company. Ten years ago my glasses ended up getting re-made twice before the prescription was correct. This time I am out of four hundred dollars and still a month later do not have my glasses. I have made two visits and several telephone calls. I would like someone to look into this matter. I received the glasses from your Reisterstown, MD location store number 438.
I too am a first time customer that started the process of new glasses in March 2018. Today is June 13th and my 2nd pair of glasses is still incorrect. I say still because both pairs had to be re-made. Just got them back last Saturday. Called today and the girl there gave me the usual spiel. Unbeknownst to her, I work in healthcare and speak the language, even in this field. So, I am very disappointed and will be seeking to return their product for a return of my money.
June 1 2017 my wife and I got eye exams took our prescriptions tp VisionWorks in Pasadena Tx we have been long time customers over the years little mishaps once they didn’t put the tint in my glasses easy fix . They took care of the problem . Well my bride got a full pair of glasses new frames and lenses and a pair of lenses for the glasses she was wearing the worker got a authorization number for her glasses the transition went through I was next the worker who must have been untrained used the same authorization number for my transaction . Wrong needed to me one for me. Now there was a twist to the story I was to early to get a new pare of glasses according to my Insurance plan. By the way I only ordered 2 pair of lenses and used my own frames. The worker didn’t get a authorization number for me which caused a lot of problems for me. First I knew of the problem was when I got a bill from Visionworks for $151.00 I called spoke with a employee who advised me of the error made by the other employee. I called and spoke with the General Manager Desiree Graham the next day advised her of the problem she acknowledged that the worker had made a mistake and that she would take care of the bill as they had not handled the order properly . I thought that was the end of the story. Oh no you have to understand this was in mid October of 2017 when I got his bill that my insurance co. had refused to pay the claim. Over 4 months . Then on 04092018 I received another bill for you guested it $151.00. I called VisionWorks again spoke with Ms Graham she advised me she had waited to October to resubmit the claim to my Insurance co. Thai time it went through and was paid to VisionWorks. This little maneuver changed my date I can get a new pair of glasses so I cant get new glasses but once a year so now I have to wait until October. I asked Ms Graham if they could call my Insurance co explain the mixup and have the date changed back to June. Nothing I calle d my insurance co was advised that VisionWorks had to call them. I went in to the store and spoke to Ms Graham she stated she had to call corporate . I called the Insurance co back was advised they had called Ms Graham and she told them she had not told me they would take care of the problem She went on to advise them I had came in to the store requested a refund gave them back the glasses I had purchased . I was given a refund and ordered new glasses on a new transaction. All this is untrue a ball faced lie. I still have the lenses I purchased In June of 2017. I have the receipts a copy of the withdrawal from the my bank as was on a debit card. The receipt on both our glasses showed paid in full. They made a mistake untrained employee I made a mistake was a few days early–but if the employee had done her job right it would have been caught. Then to ball face lie as to what happened . I just want the paper work corrected to show the correct date so I can get new glasses at the time I need them in June not in October. Now Ms Graham has lied to me and to the insurance co. will not take responsibility for their mistake. Aggravated in Pasadena Tx. Will I do business with VisionWorks again NO will I refer Vision Works to a friend or family member NO will recommend VisionWorks to any one NO.
I went to the Visionworks in Hamburg, Lexington, KY. I was told I could get the first pair with my insurance & the free pair that they give when you use your insurance & I could get a third pair at 1/2 price. Sounded good, wrong. The first pair that the insurance was charged for were ok, but the frames have came apart not even 6 months later. I went back to the same store on December 15, 2017, and was told there was nothing they could do to help me. I ordered the glasses on June 18, 2017, picked them up about a week later, the frames came apart on December 14, 2017. Also my eyes are really bad, so the second pair that were free were just driving glasses, which is ok too. but the third pair that were 1/2 price were just reading glasses, when they should have had the same lens as the first pair, so if something happened I would have an extra pair. Also the people at the office in the Visionworks, Hamburg, Lexington, KY are very rude and not very knowledgable of what they are doing. I will not be going back to any Visionworks and I will be passing along that it is the worse place that I have ever been to get glasses. I have been wearing glasses for 45 years.
After the horribly disappointing multiple visits to the Hamilton Place Mall Location in Chattanooga, I got a call from the district manager and he was exceptionally nice, concerned and made promises of the steps toward resolution. That was back in September, and now its November, and still nothing in the mail. I called customerservice and was assured that the district manager would be asked to call me again as I did not save his number, and that the message would be sent that day. that was 3 weeks ago and still no call…sooo now I have to wonder if he passed the task to an underling who failed to do it or if he was just saying what ever it took to get me off the phone? Please ask the district manager to call me back regarding the fulfillment of his commitment to the resolution of the issues we experienced
Purchased two pair of glasses in July 2017. So far, the left lens has fallen out of the black framed glasses twice…I recovered the lens, brought it in and they ‘fixed’ things.
In Shop-rite today, went to put my glasses which were attached to a neck chain and resting on my chest. Imagine my surprise when I discovered that the RIGHT lens had fallen off somewhere in the store.
Vision works is claiming that since I purchased the glasses in July, a mere 3 months ago, ”we may only charge you 25% for a new lens and repair” You sold me a cheap pair of crap glasses that keep falling apart no matter how gentle I am with them — I don’t think charging me more money to fix what is an obviously defective frame is a particularly good business practice.
I’ll be visiting the store on Saturday, 28 October in an attempt to rectify the situation… I don’t think charging me to repair your faulty product is a good idea.
I’d come in today to get them fixed, except I’m way too pissed off and, considering the extreme level of PTSD the Army left me with — don’t think it’s a good idea for me to confront anyone at this time.
sure it’s past the 30 days, but this is the third incident… the first coming 14 days after purchase and I’d like to see a little of that “Integrity” you boast about on your main site.
9/25/17- Bala Cynwyd PA Store-Purchase 2 set of eye glasses. One with tint the other without. Vision works called to say one set was ready and not the other. Made trip to get the one set that was ready but noticed the tint was not put in the glasses. Called the office and was told to bring them back. Brought them back to get tint put in glasses. Was called when they were ready…at that time BOTH sets were picked up. Notice tint was still not in the one set of glasses as I paid for this service.
Tried several times to call the office and no one picked up. Very upset that I now have to make a 4th trip for something that should have been complete properly in the first place. Will definitely asked for my money back.
Good afternoon,
I purchased 2 pair of glasses approximately in February 2017, 1 Marc Jacobs and the other no name from Davis Visionworks in Garden City (flagship store). On approximately April 2017, I noticed a smudge on my left lens that would not go away. I happened to be by Visionworks by Queen Center Mall and went to discuss my issue and was advised I had to return to the store I originally purchased the glasses. Called Visionworks in Garden City and a manager (can’t recall name) assisted and ordered my lens. Two weeks later as she indicated I report to Visionworks and left lens was changed. Approximately six weeks later the same issue happened to the right lens, which was a little worse. I returned back to Garden City and the lens was ordered. Returned two weeks later on September 23, 2017. I was given my glasses and the technician did not ask me to try them on to ensure everything was fine. I took the glasses and simply indicated this was my 3rd time coming here and my left lens had the same problem, what do you think is causing this? She asked how do I clean my glasses and I said with glasses wipes. She suggested I use water sometime. I put my shades on and left. I decided to wear my glasses the following day, which was Sunday and noticed they were lopsided. I immediately called Visonworks, they were closed, so I returned Monday, September 25, 2017. Approached the receptionist who immediately saw the issue and asked Shelley (supervisor) to look at the frames. I indicated at this point I need a new pair of frames, Shelley agreed, and indicated this should have been picked up by the lab and proceeded to get new frames. She showed me frames that were similar, however not mine. After debating with me she realized the frames were different and indicated she would have to order my frames. I asked if my frames could be expedited, at this point this is truly an inconvenience. She stated her supervisor would have to authorize my request to the company and she would let me know. I called 2 days later and Shelley did not have an answer. To date, I have not heard from anyone at Visionworks at Garden City. At this point, I am highly upset, this is unprofessional and a lack of customer service.
I would appreciate an update on the status of my frames by Friday, October 6, 2017 or would like a full refund to take my business someplace else.
Thank you
I had my exam then purchased two pair of glasses that I was told had to have special lenses which would take 2 wks to receive. Because of my situation, was told they could put a rush on the prescription, never happened. Then the lenses that were ready were put in the wrong frame. No one bothered to call me to let me know my regular glasses were still NOT there. Then yesterday, after waiting for someone to call, I called only to be told, they sent my lenses to the wrong store. My guess, there will be no compensation for time, gas, and inconvenience. I have heard one excuse after another, what happened to customer service! Public needs to be aware of these policies and customer care. Visionworks does note even permit communication with headquarters! This is just plain sad!
I have been waiting for my glasses for 11 days now from the Burnsville, MN store. I was told that if there was a delay they would call me. No calls received. I need my glasses. I am very disappointed in your customer Service, especially the rudeness of some of your employees.
Tried to return eyeglasses at your Cranston, R. I. location. Associates telling me they are waiting to hear from “Corporate Headquarters” to do a return when “CareCredit” was used as payment..??????? No knowledge of a return for this???? Took my payment fast though!!!! Not a happy consumer, I need my return processed to use my benefits somewhere else!!! A simple return!!! Waiting……….. waiting……..I would like this resolved as soon as possible….
Mr. Kenneth George
I am seriously disappointed on my first trip to your store. There is a lack of full disclosure on how things are done. That is until the glasses are paid for and you are stuck waiting the full 10 days on getting them in. My experiences at your store, include a store that was serious understaffed for the time period resulting in long wait times. The inability for an employee to return my call with a simple inquiry. When confronted about it, he was unapologetic and provided varying number of excuses of why he didn’t. He did not review my insurance correctly and try to overprice my first set of glasses by $300 dollars. In my mind that is an attempt to steal. He then also requested full payment up front when another staff member, over the phone, stated that half was required to get the process moving. Do you purposely try to lose business?
I went to your Augusta, GA location today for a price quote. You could not help me. Apparently, only a tech was working. All associates were off. Off? On a Saturday? The tech did open the price book and quoted a price range, but, when I asked for the price with my insurance factored into the mix, I was told that she does not have access to that information. Saturday. Open for business during posted business hours. Cannot do business because everyone was off…on a Saturday. I emailed the company through its website, kind of. I typed what had happened, then, oops, only 255 characters allowed. Not words, but characters. I was informed that I can call or visit the store on Monday. Nope. I was there. Visionworks not open for business. I am not going back.
Hi,
Through my insurance I had a credit for an eye exam and a contact exam. I had a bad experience at another company so my insurance gave this credit to me with a case number so the next place I went to my eye and contact exam were both covered.
I called Visionworks the day before to give them this case number as a heads up because, I’m sure it’s not something they get every day. The first person I talked to during my visit was very nice. I again told her about my case number before anything was started and was told everything should be fine. I had my eye and contact exam and the doctor was very nice. When I was done I was told I had to pay their fee. I then gave them my case number again so they could call my insurance.
After they were done calling the general manager came over (irritated) and told me I had to pay for the contact exam. A fourth time I explained I had a case number with my insurance and I shouldn’t be paying anything because, the insurance was going to cover it. She told me no that I had to pay, so I called my insurance to see what was wrong. The insurance person was very nice and said they shouldn’t be asking for any money and actually called the store and told them I was covered.
The person that answered the phone was very nice and took down the information she was told over the phone. She then went to the general manager and gave her the information. The general manager started arguing with the employee that my plan says that the contact exam isn’t covered. The general manager was very upset, rolling her eyes at me and told me I was wrong. I was still on the phone with my insurance and the general manager said she is going to have to just eat the cost after arguing with the associate. The general manager then very angrily told the associate to give me my prescription I asked for and told me to get out.
I have no idea why this general manager was so horribly rude and downright nasty to me. The insurance person on the phone said that there was no reason she should be so rude because the insurance company was covering it. I still don’t know what I did wrong or how this person became a general manager.
This happened on 02-02-17 at around 7PM at:
Northtown Mall, 212 Northtown Dr, Ste H7A, Blaine, MN 55434
I was just going to let it go and never return to Visionworks but, I don’t want anyone to have the same experience I had.
I did call back once I calmed down and asked for the general managers name because, I only remembered general manager on her name tag. I was told her name was Grace but, they would not give me her last name.
I just hope you make sure this never happens to anyone again. I think this is very sad because, I was so excited to go here from my previous bad experience and my friend goes to this location and has always had a great experience.
I will never again do business with Visionworks.
– Sarah
My wife ordered contacts November 2nd in Scottsdale, AZ off indian bend. . after a week had gone by we decided to call the store, and whomever helped my wife stated they were having a hard time finding her prescription. (which before this store hasn’t even ordered her contacts before) we called back and we were told we would be called back, to no avail no call was returned. I called the store this time and spoke to a lady named margaret I believe. native woman.This lady is very unprofessional and lacks empathy. i explained the situation and how we have not had our order even ordered before and it seemed that i was bothering her by bringing this complaint to her. i mean after all when i asked to speak to a manager she identified herself as one. she then told me they were there, so i went to the store, and they only had 1 box. she then took the box from my hand without saying anything. and started to look around. she then told me they would be overnighted as they again did not have them after 2 weeks of the order. i picked up the contacts that Friday Nov 18th. not realizing that both contacts are for the same eye. when my wife called to explain the same lady margaret stated “no they are not the same” while apparently not listening to my wife. she then stated she had the correct contacts in store and for us to come for the fourth time to get the correct contacts that we paid for. here it is November 22nd and still do not have the correct contacts. so much run around and wasted time and gas go back and forth to this place. Im glad you got my money for now, but my entire family goes to you and will no longer. we will find somewhere else, as well we are speaking with our insurance carrier regarding this unprofessional and sub par service we have received. I would like to speak with someone from your corporate office regarding this issue.
This is the second time I gave Visionworks chance they keep messing up my prescription, go back to complain and act as though it’s my fault they just push me out the door…..I’M DONE!!!
To whom it may concern. A few weeks ago, I visited your Tampa location on Dale Mabry in Carrollwood Fl. and had an eye exam My last one was 5 years ago. I saw your Doc. and Tec. there and after testing my eyes, they said I had cataracts but an operation would not be needed for a few years. I waited for my glasses for a few weeks then they told me they were having trouble with the lenses. They called back on week later that they were ready for pick up. I went there and had the glasses fitted, and they were not any different than my old ones. I informed about this as I was sitting the Tec. adjusted my glasses I told him the frames were OK, it’s the lens that are not riight. I had rescan a few days later, and still not happy, the glass lenses being the sames as the old ones. No different, not a bit stronger. The print in a newspaper were sill a struuggle to see. So $280 later which we can ill afford, as we are on SS.,I’m still not able to read the print, so the new glasses they did’nt help me at all. I am a very dissatisfied customer.
GLASSES FROM VISIONWORKS
Purchased from Exton, PA location
Store: 670
June 13, 2016 – Eye Exam & glasses told they would be ready the 15th.June15. Went to get glasses – I tried them I on & told the assoc. the distance was good, reading was blurry. She said to give it a couple days it should clear up. By June 30, 2016 – Reading still didn’t clear up – so I went back & explained. The head tech. re-measured & said he would move the bottom lenses measurement up. To keep my glasses & bring them in when the lenses were in, it would take 7-10 days,they would call when lenses were in & to make sure the tech. was in before I went to the store July 7th was 7 days, I called & was told the lenses were in, when I asked if the tech was in I was told yes but I should get there as soon as I could because of an early closing. When got to the store, which is
about a half hour drive – I was told the lenses weren’t in & there was no order for new lenses. Lisa, check with the tech., who remembered the situation……after apology, she took measurements again, talked to the tech & told me to come back at 6:00 p.m., my glasses would be ready. I went back @ 6, the glasses were ready, but the reading was
still not what it should be, so Lisa said they would add a higher # lenses & would call when they were in (another 7-10 days) – which would make it July 19th. – 9 days since lenses were ordered I called to see if they were in – was told they just came in today, so I asked if technician was in, told he was in until 4:30, that I could come in today & the glasses would be done in 2 hrs. Got to the store around 12:30 p.m., gave my name, associate took my glasses, came back & said the glasses would be ready at 6 p.m. When I was told that, I got very angry & told them it was ridiculous, gave a fast rundown about the # of the times I had been there & hours I waited….. & remineded them I was told when I called it would take 2 hrs today, etc. Another assoc. came, told him this was not acceptable, etc. He talked to someone, came back & said the glasses would be done by 4 p.m. (which was still a 3 hr. wait)…..I said fine, but they had better be done & right this time. Went back @ 3:45, they were done – BUY I ABOUT 1 STEP AWAY FROM CALLING THE BETTER BUSINESS BUREAU!!!!!!! It took a month & many hrs. of my time for your store to get it RIGHT!!!!!
Vision Works at 3138 SE Military Dr Suite 112, San Antonio, TX 78223 took almost month to get my glasses in enitially, they couldn’t get the lenses right. They took two weeks to get replacement lenses because the scratch resistant lenses weren’t that scratch resistant. I am done with vision works and their “I’m sorry, but”, evrytime I have an issue with my glasses. Check Google Maps for more reviews of this pathetically ran store.
I purchased a pair of Nike glasses with digital lenses progressive and Ultra clear shield UV complete . 2 months ago. They were $700 glasses. I was under the impression that they were scratch resistant and dust resistant however I have a couple of scratches on them and pit in one lenses. When I returned to the store the manager told me I would have to pay for both lenses to be replaced and he would give me half off the full price of the lenses to fix the problem . . I didnt even get to speak with the manager myself this was all through an employee. Now I have purchased my glasses there for the last 3 years and now they have lost a customer. If you cannot stand behind your product and make no effort to resolve the problem then you do not need my business. Since glasses are a yearly thing for me lets do the math on what your loosing . But of course the manager doesnt care since its not his company