Complaints

This profile includes complaints for VisionPros's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  VisionPros

  104 15240 56 Ave Surrey, BC V3S 5K7

• 

  VisionPros

  1750 Grant Ave Blaine, WA 98230

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:13/11/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered contacts from this company in October 2022. I never received the contacts, but the client listed they fulfilled my order in January 2023. I've been disputing this for the past year. I've called their customer service number multiple times, and emailed them with no resolution. I tried to dispute with my credit card company, which has been no help. I feel this company ***** my money and I have no recourse. Order #*******. The business has never been able to provide a tracking number for the shipping. This is wholly unacceptable behavior.

  Business Response

  Date: 15/11/2023

  I want to start by apologizing to ***************** for the difficulty she has getting a refund for this particular transaction - It was unacceptable and should not have taken this long to resolve the issue. However I do want to explain where some of the issues transpired.

  The Customer placed the original order on Friday Oct 21, 2022 - As an authorized retailer of all major contact lens brands we are legally obligated to validate that the customer has a valid unexpired prescription and that the prescription matches the order (which includes the brand of contact lenses purchased) - unauthorized grey and black market online retailers will often overlook this requirement. On Monday Oct 24th, 2022 we tried to reach out to the customers Doctor to validate the prescription - the hung up. On Oct 26th, 2022 we made a second attempt to validate the prescription with the Dr - once again the Dr. hung up. On Oct 26th we sent our first email to the customer indicating that we were unable to validate the prescription with the Dr. The customer did not respond to our email until Jan 7th 2023 and supplied us with a prescription on Jan 11, 2023. On Jan 11th 2023 - we responded to the customer that the prescription Brand did not match to the Order and how she would like to proceed (The prescription was for ****** ****, whereas the order was for ******* ***** lenses). Jan 11/23 the customer requested that we cancel the order - that same day we informed her that the order was cancelled and she should receive the funds in 3-5 business days - based on the calendar that funds would have been refunded between the 16th to 18th of January.  Unfortunately on Jan 16th the customer issued a dispute on her CC which subsequently halted our refund. Whenever a dispute is enabled the CC company halts all transactions until it has completed its investigation (which can take several months). On Jan 24th - the customer inquired about the refund - however with a dispute in process the refund was not processed by the CC company. We informed her to cancel the dispute - however the cancellation is still paused until the CC company closes the dispute.

  When a dispute is closed, it takes weeks or months for the bank/credit card company to release the dispute, we informed the customer about this and she got mad and said she will go to the BBB, local news, and attorney.
  

  May 10 2023 - Chargeback/Dispute was awarded in our favor (unfortunately we did not get any notification from the cc company when this happens) - This is a process we are working on improving to ensure these disputes are properly notified to the customers. At this point we should have informed the customer and resolved this refund. We do process hundreds of orders each week and this issue slipped through the cracks. 

  Oct 22 2023 - Customer emailed requesting a refund
  Oct 22 2023 - We asked the customer to confirm if the card is still valid, refund was processed the same day.

  Once again our sincerest apologies for the inconvenience and poor communication throughout this process. Unfortunately once a dispute is initiated it does take months for the bank/cc to clear it - even when the customer cancels the dispute it still takes months. Regardless - as soon as this dispute did clear we should have contacted the customer immediately in May to issue her refund. That is a significant process issue on our end that we are working on resolving. We take great pride in being one of the most trusted on-line contact lens retailers and we do take these issues seriously. If the customer is still willing to do business with us in the future we would gladly like to offer her a $20 credit towards her next order. 

• Initial Complaint

  Date:17/07/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered contacts through Vision Pro's on April 2nd and received a call from them on April 3, 2023, saying I didn't upload my new prescription from my eye doctor or provide them with my Dr's information so they wouldn't be able to send out the contact's until that is received. I emailed them that day and advise to cancel my order as I was leaving out of town for work and would contact them as soon as I returned. Months went by and I didn't think anything of it and I noticed Vision Pros charged my credit card $149.56. I called my credit card advised I cancelled with them, no contacts were ever mailed to me and initiated a dispute. Discover looked into the matter and later closed the dispute saying Vision Pros response was the same thing I told them. Their response was no contacts were mailed due to no updated perscripton or current eye doctors information and that once I provide them with the updated information they will send out my order. Discover said they would be closing the dispute as resolved and to call Vision Pros to cancel out the order with them again. I immediately called Vision Pro, advised them Discover closed the case and I need them to issue me a credit, I no longer want to order contacts through them. The associate I was talking to asked if I could email them showing the dispute was closed on my end. I did. I have the email for proof, it's dated 6.12.23. Vision pros responded 6.14.23 saying:Thank you for emailing us. Our accounting department has let us know that the dispute appears like it is still open on our end and we need to wait until that is closed to process any refund to avoid issuing a refund twice. According to the system, the dispute can be closed anytime in the next 30 to 45 business days. As soon as it is closed, we will get back to you and issue the refund. I called Vision Pros to check the status and they are now saying its going to take an additional 4 months before a refund can be issued. This is ridiculous.

  Business Response

  Date: 20/07/2023

  On behalf of VisionPros my apologies for the issues you have had with this transaction. I have spoken to our customer service department and we are trying to resolve the issue. It is my understanding that this order was placed on or around April 1st 2023, at that time as per our legal requirements we went through the process of verifying the prescription for this purchase. It is our legal obligation to ensure all customers have a valid prescription for the contact lenses they are purchasing. I cannot stress this enough, contact lenses are medical devices and it is very important for patients to ensure they are purchasing the correct product for their eyes. In this situation we attempted to reach out to the Doctor - however the ***** number provided was incorrect. Our customer service team did try to reach out to the customer via ***** (as no email address was provided) to obtain the correct Dr ***** number. According to the customer she subsequently sent us an email requesting to cancel the order - unfortunately we are unable to find that email on our end. Several weeks later the customer initiated a dispute which is still pending.

  Overall this specific situation our customer service team did not go above and beyond to get this issue resolved on a timely manner. They did not perform proper followup nor did they look for proper solutions to ensure the customer either receives the product, or that a refund is processed on a timely basis. I will work with the **************** team to issue a refund ASAP. I do apologize for this issue and I will instruct them to issue a refund asap.

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

   

   

• Initial Complaint

  Date:18/01/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Vision Pros sent me contaminated lenses again. I opened 3 lenses that were absolutely filthy upon opening them, which I sent photos to them. They used to be great to receive products from. Not sure what they are doing thesedays. They need to replace them. They try to deflect by asking for Rx, BUT it is not my fault they changed their database and lost customer info! which further speaks to them sending faulty product...careless. they need to replace lenses ASAP! I will toss the rest from this box as well. so they need to send box

  Business Response

  Date: 31/01/2023

  We have been in contact with Mr. ***** and we are working on a resolution to his complaint. I believe there were some communication issues on our part that need to be rectified to help resolve the issue. As I understand it, the contact lenses in question were purchased in April of 2022 - and a complaint was filed in January of 2023. I personally will look into this further to better understand the timing and circumstances of this complaint. We will do everything we can to resolve the issue as customer service is a priority of ours.
  
  If you need anything further from me please do not hesitate to contact me at ************
  
  Richard R***
  ************

  Customer Answer

  Date: 31/01/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  replacements still have not been issues.  ONLY games on your part due to your errors - sending contaminated lenses and losing my paperwork
  
  Sincerely,
  
  *** *****

  Business Response

  Date: 31/01/2023

  My apologies for the issues experienced with the lenses you were provided. The lenses shipped were direct from the manufacturer. As requested, We will send another pack of the Biofinity lenses (6 lenses) as originally ordered in June 2020 using the prescription information provided ****** ** **** *** ** at that time. Please note, by requesting for an updated prescription our staff were only following manufacturer policy as the prescription we have on file is more than 2 years old. 

  Once again - I do apologize for any inconvenience to this matter. 

  Richard R***

  Customer Answer

  Date: 31/01/2023

  
  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.   Please email me for address to ship to.  (do not ship to address onfile, as i may have moved...not sure what you have)

  
  Sincerely,
  
  *** *****