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Business Profile

Optometrist

Visual Eyes

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Optometrist.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:04/10/2023

    Type:Product Issues
    Status:
    Answered
    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.
    On November 13, 2022 I purchased my daughters glasses and they were supposed to be ordered. The facility called me the glasses were ready to be picked up the week of December 19th. I went to the facility just to be informed that the glasses that were in the box did not have the prescription and were demo glasses. I asked why this not checked before calling the patient since this was an extreme inconvenience and the staff couldnt answer. I asked them to please reorder my daughters glasses and ship to the Greenbelt location *************) since its closer to my home. Since I had not received no status update I called both offices numerous of times to no avail. I finally was able to speak with a staff member and they informed me they have no record of my request and they would send an email to the manager. I asked them to please re-order my daughters glasses and I would follow up. I called once again because I still hadnt received any communication from them on Jan 11th and still had no update on the order. I requested to speak with the manager. Also, if they werent able to provide the glasses I would like a refund since they have already filed a claim to my insurance and the product has been paid for she stated she would send another email to her manager. I have still not received an update nor my daughters glasses. I was finally able to get a staff member on the phone and spoke to ***** at Greenbelt today 2/15/2023 and the glasses still have not been re-ordered. She stated she will find out with her manager and see what is going on. I would like a resolution to this as soon as possible. It has been over 3 months now. If they are not able to order the glasses then I want a refund. This whole experience has been an absolute nightmare. I have been going to this practice since I myself was a child and I have never had so many issues as of recent. I will no longer be going to this company. If someone can please help me resolve this issue it would be appreciated.

    Business Response

    Date: 04/24/2023

    04/24/2023

    To Whom It Concern:

    We apologize for this unfortunate incident and we are working toward improving our customer service training so that these type of issues are no longer happening within our organization.  We value all of our customers.  It is our goal to provide the highest quality of customer service. 

    Please be advised that ************************* received her daughter's glasses on March 27, 2023.  If you have questions, please contact me at [email protected] or ************.

    Thank you

    *****

    Visual Eyes Corporate Administrator

Visual Eyes is NOT a BBB Accredited Business.

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