Complaints

• Initial Complaint

  01/28/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On October 30, 2024, I went to the ************* store (****************) to have an eye examination. I then purchased a pair of glasses. With the glasses, I purchased the plan that covers damages, including ************ glasses scratched last week. I went into the store to get a replacement and I was told that I purchased the wrong plan and that nothing could be done except for ordering new lenses, which would cost around $500.00.I'm not looking to raise hell; I am simply looking to get my lens replaced.

  Business response

  02/03/2025

  Dear BBB,
  
  I thank you for apprising us of the complaint submitted by ***** ******.  After reviewing the details of the complaint, there was no active warranty active for the glasses. A member of management has reached out and offered a one time courtesy replacement.
  
  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

  02/03/2025

  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

  01/24/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In Sept 2024, I went to Visionworks in ******, IN on *************, for an eye exam and a standard contact lens exam. When it was time to pay, I expected to pay a $40 copay, per my EOB, for my contact exam. They informed me that I have to pay for a premium exam, close to $60. I asked why, she stated that Visionworks only offers premium. I disagreed and questioned the validity and I told them they cannot charge someone for premium services if they did not receive that. However, without first speaking to my insurance, I was reluctant to push the issue. I paid the $60 and decided to leave. I later called insurance and Visionworks submitted the claim to insurance as a standard contact exam, even though my receipt says premium and they made me pay the premium price. I was looking to schedule another appt and they informed me once again that they only have a premium contact exam, no standard option. I have no special issues or circumstances. I wear standard disposable, 30 day contacts. I also called the location on ******************************************************** and they told me that they have been charging the premium price to Blue View Vision customers for years and no one has had a problem with it. The Visionworks *** also confirmed that they do not offer a standard contact lens exam, only a premium one and that when they are hired, they are told to charge everyone premium pricing. I reached out to my insurance company, insurance called Visionworks and they once again told the insurance company that they only have a premium package and that they charge everyone for premium even if they only need a standard exam. My insurance informed them that that is illegal and they cannot only have a premium package per their insurance contract. They refuse to correct it and continue to charge for services I did not receive, nor need. Every Visionworks in the ************ area, all stated they always charge for premium, even if a standard exam is that is necessary.

  Business response

  01/30/2025

  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 Jade to discuss the insurance benefit and charges. A refund of $13.10 was provided.

  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 Jade for allowing us to assist in resolving the situation and/ or concerns.
  
  Thank You,
  Visionworks
  

  
  

  Customer response

  01/30/2025

  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

  01/15/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Hey folks,I visited ************************************ on December 26 at 3pm. I went there b/c they are doing "buy one get second frame free" promotion. I was told that promotion is only applied to customer whom purchased frames without using insurance coverage which I was not informed. It is not fair that promotion is available for who is not using insurance. Either way whether customers pay out of their pocket, or utilities insurance Visionworks get the money right out of it, right? Promtion can not discriminate customers using insurance coverage differently since Visionworks get paid through my insurance company. And, I paid my copay as well.

  Business response

  01/16/2025

  Dear BBB,
  
  I thank you for apprising us of the complaint submitted by Won *****.  After reviewing the details of the complaint, our website provides details of our current promotions on the Offers page. Additionally, our website lists FAQs that state insurance orders do not qualify for our retail promotion. However, if someone is using insurance for purchasing glasses or contacts and would like an additional pair of glasses we do offer a discount on any additional pair of glasses that are not covered by insurance benefits. We did attempt reaching out to Won and left a message but at this time have not heard back.
  
  
  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 Won for allowing us to assist in resolving the situation and/ or concerns.
  
  Thank You,
  Visionworks

• Initial Complaint

  01/02/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an appointment on 1/30/24 for an eye appointment that was scheduled for 8:00 am. Prior to the appointment I had went on the website to view the glasses that were in the in my insurance price rage, the glasses were under the price that I was allotted for frames of ******. The frames were priced in the store for ******. I was told that you cannot price match or can you plan an order online and use your vision insurance. No where on the website does this inform customers of this policy, there were 2 ladies that were working that morning 1 of the ladies were very helpful even though she has not been in the position long, the other lady needs more customer service training, She advised that I order the glasses from Zeelool if I wanted to place an order with them I would have ordered with them, The website needs to be updated so that consumer will know the rules of your company

  Business response

  01/02/2025

  Dear BBB,
  
  I thank you for apprising us of the complaint submitted by ******** ****. After reviewing the details of the complaint, our website does offer a 40% off promotion. Details about the current promotions can be located on our Offers page on our website. The 40% off promotion shows that this promotion is valid on complete pair orders and can't be combined with insurance or other offers. Complete pair is frame and prescription lenses as frame only will not qualify. The promotion details on the Offers page also states this promotion is online only.
  
  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 Santanya for allowing us to assist in resolving the situation and/ or concerns.
  
  Thank You,
  Visionworks
  
  

• Initial Complaint

  01/02/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Placed order for glasses x 2 in November. Prescription was wrong and I had to go back. They redid the pair and they were given to me with tons of specs all over the lenses. I had to scrub these off with soap. Once scrubbed, lenses are inferior quality and reflect light in the strangest way. Ive never looked through a pair of lenses so awful. The other pair is still crooked and doesnt open correctly. I spent a lot of money on these and need them fixed ASAP without any cost to me. The company offers a 100 day guarantee but no one will pick up the phone at ************** in ***********. Its been this way for years. They just dont pick it up. Ive left message with the answering service that they never got apparently. Never called to tell me My second pair was ready either. Its 100% unacceptable for this business to not answer the phone or call patients back. I need the lenses fixed now.

  Business response

  01/13/2025

  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 spoken to ****** in store and an exam has been scheduled with a doctor for recheck..
  
  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

  01/13/2025

  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

  12/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am currently sitting at Visionworks in *************. I am being told that they are not able to refund my eye exam for the glasses I am not able to see out of that I ordered through them. They told me I can schedule another eye appointment but I do not want to do that. I have no insurance and this is being paid for out of pocket. They have tried to contact another manager who still has not contacted them back. I indicated that I will sit here until someone contacts them back. I don't understand why this should be an issue if someone can't see out of the glasses they ordered. they will not let do a reexam today either. They are willing to refund the eyeglasses but not the eye exam. The eye exam is ***** and glasses ******

  Business response

  12/09/2024

  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 a refund was provided for the 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

  12/10/2024

  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

  11/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to the eye doctor in October to get new glasses. The salesperson failed to inform me that my lenses would but be good for the frames I picked, I paid 200 dollars on these glasses. They ended up falling apart in 3 days so I asked for new glasses, as provided under their 100-day satisfaction policy. This was early November. I have not received my glasses, no one can contact their lab for information, and their managers are all telling me different things about if/when my glasses would be available. They do not answer the phone and Im usually directed to the customer service center, who has absolutely no idea who I am or what theyre doing either.

  Business response

  12/03/2024

  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 glasses arrived in store and ********* was notified when they were ready to be picked up.
  
  At Visionworks, it is our goal to provide great customer service and we welcome every opportunity to better serve our customers. 
  
  Wed like to thank ********* for allowing us to assist in resolving the situation and/ or concerns.
  
  Thank You,
  Visionworks
  
  

• Initial Complaint

  11/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made a purchase in August 2024 using gift cards. I have not had any success by calling the store I made the purchase from nor people who I spoke with from a main office on a refund. I have been getting the run around for 2 months now. Vision works said they refunded the gift card company, the gift card company keeps telling me to contact vision works. Its like I keep getting shuffled by people telling me they dont know where to get my $300. Refund back. By the way, I still need glasses..

  Business response

  11/15/2024

  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 and confirmed with our processor that the refunds all successfully returned to cards originally used at the time of purchase. ******* was provided reference numbers for each of the refunds along with contact information for the gift card company so that she may follow up with the card company regarding the funds.  Please let us know if any information is needed regarding the refunds.
  
  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

  11/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Yes I spoke to an lady two weeks ago. She stated she called the insurance respectfully got everything done and said she would help me. I believed her. Yet when I call this store no one answers. And others will state they don't know what I am speaking of. May I get some help please for repair of glasses mine isissing or.lost thanks. Or I will have to stop working with PTO if I can't get any assistance thanks.

  Business response

  11/15/2024

  Dear BBB,
  
  I thank you for apprising us of the complaint submitted by ******** ********.  After reviewing the details of the complaint, several attempts were made to contact ******** including calls on 11/4, 11/5, 11/13, 11/14, and 11/15. At this time we have not heard back.
  
  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

  09/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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
  

  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩