Complaints

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

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  Visionworks

  175 E Houston St San Antonio, TX 78205

• 

  Visionworks

  3547 Midway Mall Elyria, OH 44035

• 

  Visionworks

  1713 Route 228, Suite F Cranberry Twp, PA 16066

• 

  Visionworks

  3030 Brandywine Town Center Wilmington, DE 19803

• 

  Visionworks

  58 Blanding Blvd Orange Park, FL 32073

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:06/14/2025

  Type:Service or Repair 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.

  On May 25, 2025, I purchased a pair of eyeglasses at the ********* location. I received the glasses about a week later, and I can not see with them. I went to the location today, 6/14/25 to use the 100-day guarantee and have them corrected. Not only did they refuse to fix the lenses they publicly stated in front of other customers that they would not remake them because my A1C could change again, thus violating my HIPAA rights and not honouring their 100-day guarantee. I can't wear the glasses and have gone back to wearing my old glasses. At this point, I just want my money back, which they also refused to do. I will not do business with them ever again. I just want my money back so that I can go to another provider for testing and get the correct glasses.

  Business Response

  Date: 06/20/2025

  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 ***** and he was scheduled for another exam at a different location.

  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 Answer

  Date: 06/20/2025

  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

  Date:06/06/2025

  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.

  Bought eyeglasses from visionworks on 12-31-25. I paid ****** and vision insurance EOB states that I only owed ******.I contacted visionworks billing/customer service on 5/28/25 and spoke to ******* and she stated she would take steps necessary to ensure that if I was due a refund that it would be taken care of and that she would contact me back and let me know one way or the other.I called visionworks back on 6/6/25 and talked to ******* in customer service and asked for a supervisor to call me back to get status of whether I was due a refund or if the claim needed to be resubmitted to the insurance company. No one from visionworks contacted me back today.I simply need someone at visionworks to contact me so that I know that someone is looking at my *** for the claim that they filed and verifying whether or not I'm due a refund.The claim for my eyeglasses was processed and paid on 5/3/25.Greatly appreciate a response back from visionworks.

  Business Response

  Date: 06/11/2025

  Dear BBB,
  
  I thank you for apprising us of the complaint submitted by ******* ********.  After reviewing the details of the complaint, our billing team was able to review the charges and a refund was issued. ******* was contacted and provided an update.

  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

  Date:06/05/2025

  Type:Customer Service 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.

  My apt was June 4th at 10:30. After removing my contacts for the examination, I noticed discomfort in my right eye. This is a recurring issue for me, as I often develop ulcers on my eyes from not removing my contacts each night. Following the completion of my exam, it was time to insert my trial pair of contacts. I informed the employee, whom I believe was named Jermora, that I did not wish to aggravate my right eye further & only wanted to insert a contact in my left eye. She insisted that I would not be able to obtain a trial pair or my prescription without trying them on, which I found illogical since I was using the identical brand of contacts w/ the same prescription! Reluctantly, I agreed to try it on, as I had no intention of returning for this step. She handed me the right contact, which I placed in my eye, but then she tossed the left contact onto the table! I questioned her about why she threw my contact instead of handing it to me, & I was pissed! I stood up & approached the front desk to speak w/ the receptionist. Jermora followed me, accompanied by another employee who concurred that Jermora had not handed me the contact properly. My concern is why she would throw anything at me rather than place it in my hand. This behavior was utterly rude and inhumane! I am not a dog; you do not throw items at me, especially in a professional environment! I felt an urge to express my anger towards her! She denied having thrown the item, and when I inquired about the presence of cameras, the receptionist informed me that there were none. I have been a patron of this establishment for years for my annual eye exams & have never encountered an issue until today. There are numerous individuals seeking employment, yet some employees seem ungrateful for their ********************* ultimately causing their employers to suffer financially. Consequently, today marks my final visit to this company. Vision Works needs to address these issues.

  Business Response

  Date: 06/13/2025

  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 reached out regarding the experience. For the issues with her experience a complimentary 3 month supply of contacts was offered.
  
  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 Jalisa for allowing us to assist in resolving the situation and/ or concerns.
  
  Thank You,
  Visionworks
  

• Initial Complaint

  Date:05/24/2025

  Type:Service or Repair 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 want to report a situation with the Visionworks store at the ************************, **********, ***I went with my daughter for our eye exams and were led to the back of the store by the manager, ******** M, to a place with two chairs. One chair was in front of a machine that supposedly checks your eye health. The other chair was in front of two other devices: one that measures eye pressure, the other one used to focus a little image (sorry, not an expert on this).I believe the whole experience and scripting of the questions are built to defraud customers.After asking a few questions about my medical story, ******** then asked me to sign some forms in which she said I was agreeing to do the "eye health exam" (or something similar) with a copay of $35. I was initially confused by this as my copay as per my insurance agreement for an eye exam is $15. I signed the form and then came my daughter's turn. ******** asked the same questions and then asked me to sign similar forms for my daughter. This time I specifically asked if the eye health exam was covered by my insurance. She said no, and that's why I had to pay the copay of $35. I told her I wasn't interested in any service that was not covered by my insurance, and she went back to cancel my previous approval and change the forms to be signed for my ************, that's an attempt to defraud customers at least. First of all, that eye health exam is not included in my insurance, and she should have been transparent in saying so from the get-go. Second, the first place she sat me was in front of the eye health machine, which led me to believe that I had to start there. Third, she said the $35 was a copay. It was not. That was an extra service charge. My copay was $15 and not for something I had not requested. I also witnessed her offering the same script to other customers. I've been a customer of that store for the past 15 years, but unfortunately, it's time for me to go elsewhere.

  Business Response

  Date: 05/30/2025

  Dear BBB,
  
  I thank you for apprising us of the complaint submitted by ******* La Camera.  After reviewing the details of the complaint, a member of management has reached out to ******* about his concern and ******* confirmed the charges were corrected the day of his visit.

  At Visionworks, it is our goal to provide great customer service and we welcome every opportunity to better serve our customers. 
  
  Wed like to thank ******* for allowing us to assist in resolving the situation and/ or concerns.
  
  Thank You,
  Visionworks

  
  

• Initial Complaint

  Date:05/17/2025

  Type:Sales and Advertising 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.

  I was seen at this location on 2/1/25, an order was placed for contact samples which I was told would be in around 2/15/25, but maybe longer. By 4/5/25 I had not been notified that the contacts had been received and reached out to the office. On my initial call I was told they would have to call me back. When I was called back I was told that only 1 contact sample had been received and they would reorder the samples. I had to ask that they go ahead and order the boxes and asked if they had other samples on hand that they could give me. There was no follow up on additional samples. I called back on 4/8 to confirm the boxes had been ordered. On 4/15 I was notified that the boxes had arrived but had already began developing an eye infection due to overuse of the contacts I was given at the time of the initial appointment. I had to go to urgent care on 4/17 due to the eye infection caused by the contacts. I returned to visionworks on 4/19 to get the boxes and was told that I could not have the boxes at that time and would have to use the samples because the acuity of the contacts had to be checked, the boxes that were ordered were opened to give me samples out of them. I was given two sets of samples at that time. They were supposed to order new boxes of contacts and I was to come back to have the acuity checked. As of 5/17 I had not received an update from them and called back. I was told that the office manager would be calling me back but it was unclear if the boxes that were supposed to be ordered on 4/19 were actually ordered or not. The original contacts were not able to be located either. No solution could be offered as the employee I spoke with did not handle contact orders and said that she would have the office manager call me as well. I simply want the contacts that were supposed to have been ordered months ago.

  Business Response

  Date: 06/04/2025

  Dear BBB,
  
  I thank you for apprising us of the complaint submitted by ********* ****.  After reviewing the details of the complaint, management has attempted reaching out to ********* but has not been able to reach her. ********* received her order on 5/30.
  
  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 Answer

  Date: 06/04/2025

  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

  Date:05/08/2025

  Type:Customer Service 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've been in contact with customer service for two weeks now. I've expressed frustration and concern that any time they tell me they've escalated an issue I never receive any correspondence back. In fact any communication I've had with visionworks is via customer service whether they be through the phone or email. At the end of February I got an eye exam the store had to order my contacts. They gave me a one month contact to use because they didn't have the one I normally purchase. I get my new contacts and the order form shows my correct prescription *****, however the box i received is *****. I've asked numerous times to receive the correct prescription. I'm not sure why anyone has to call me to fix this. Im past the time to change my contact and im not going to use contacts that aren't strong enough when that's not what I paid for. Going to the store location is useless because they barely have enough doctors there and sometimes none at all. I want the prescription I paid for and I've waited long enough. I've been going through visionworks for decades and usually dont have an issue but any time I do have an issue it's always the most upsetting experience because no one ever wants to fix the issue that the company in someway shape or form caused.

  Business Response

  Date: 05/14/2025

  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 *****. A new order was submitted and trial lens were provided while the new order is processed.

  At Visionworks, it is our goal to provide great customer service and we welcome every opportunity to better serve our customers. 
  
  Wed like to thank ***** for allowing us to assist in resolving the situation and/ or concerns.
  
  Thank You,
  Visionworks

  
  

  Customer Answer

  Date: 06/25/2025

  Complaint: 23303033
  
  I am rejecting this response because: I've been in contact with the manager ***** at this location since I made this complajnt. I dont have a problem with him as he is willing to take my calls when I can get through to the store (which is still not easy to do) however im not sure if there is an issue with your supplier but whenever he looks it up in the system it still hasn't moved anywhere with no progress updates. He continues to tell me that he will reach out to them and contact me back but I have to call him back after no follow up. Again it's been more than a month and I still have not received the contacts I paid for. I appreciate receiving the trial lenses but im sure you can understand how frustrating this whole experience has been. The trial lenses aren't even the same type I paid for because the store never has my script in. I just want my lenses that I paid for to be shipped and delivered to me 
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:05/07/2025

  Type:Service or Repair 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.

  On April 12th of this year, Visionworks required me to come in from an eye exam, and instead if paying about $100 USD just to get my frames replaced, I paid closer to $270 to find my prescription had barely changed. I was supposed to get those glasses by April 26th. They never came, and I didn't get any updates from their website's tracking function. I complained but was only told they'd been lost and the replacements would be put on the rush list. This was last week.Overall, I have been waiting close to a month for my new glasses. As a result, I have no choice but to wear my broken ones. The damage means they dont fit correctly, which affects my vision.

  Business Response

  Date: 05/07/2025

  Dear BBB,
  
  I thank you for apprising us of the complaint submitted by ******* ******.  After reviewing the details of the complaint, we have confirmed the order arrived at store today and are ready for pick up. We have spoken to Cameron and provided an update that his order is ready and he can stop by when convenient to pick up his order.

  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 Answer

  Date: 05/07/2025

  Complaint: 23298685
  
  I am rejecting this response because:

  I am not fully satisfied. I still believe Visionworks owes me some form of refund or compensation for this matter. They gave me no updates until I complained, and overall their performance is not deserving of what they charged me. If nothing else, I believe I should receive some form of compensation for the consequences of their actions. For the negative effects on my health that have come from having to wear broken glasses. Headaches and the pain of the frames digging into my skin because they don't fit right due to being broken. Visionworks states in their code of business conduct that they strive to do the right thing. I ask that they do the right thing.
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:05/01/2025

  Type:Service or Repair 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.

  On 4/25/25 I went to vision works my insurance covered 100% contacts and 300 in glasses plus exams so I did exams and when I picked out glasses was told it would cost 500 out of pocket with a 60% discount including extras scratch proof progressives ect. They explained that it was the extras that was costing so I said take off the extras the price didn't change so that is 300 from insurance, 500 out of pocket including a 60% discount. What glasses anywhere cost this much? It don't make sense.

  Business Response

  Date: 05/06/2025

  Dear BBB,
  
  I thank you for apprising us of the complaint submitted by ******* ******.  After reviewing the details of the complaint, a member of management reached out and discussed the experience as well as reviewed the charges/pricing. 
  
  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

  Date:04/28/2025

  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.

  4/9/25 I paid $272 to Vision Works at *************** for an eye exam and contacts . I paid $143 for 3months of contacts and $129 for contacts fitting . 4/17/25 my contacts was ready for pick up but I never received a notification until I called 4/25/25 and got a email 4/26/25 stating that the grey contacts were ready for pick up just for my contacts to not fit my entire pupil and I would like a refund . My contacts was never fitted properly and I did not receive a good deal at all to have been there for hours.

  Business Response

  Date: 05/15/2025

  Dear BBB,
  
  I thank you for apprising us of the complaint submitted by ******* Davis.  After reviewing the details of the complaint, a member of management has reached out several times including on 4/30, 5/6, and 5/14. At this time we have not heard back from *******.
  
  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

  Date:04/28/2025

  Type:Service or Repair 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 have previously requested to no longer receive solicitations or marketing materials from Visionworks. Dispite my request, I continue to receive marketing materials. I do not want to receive any phone calls, emails or mail from Visionworks with solicitations or marketing attempts.

  Business Response

  Date: 05/08/2025

  Dear BBB,
  
  I thank you for apprising us of the complaint submitted by ***** ************.  After reviewing the details of the complaint, we have submitted the request to be removed from our mailing list. We attempted to contact ***** to provide an update but were not able to connect. A message was left on 4/28 and 5/8. 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