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

  7208 191st St Tinley Park, IL 60487-9378

• 

  Visionworks

  6527 S Tamiami Trl Sarasota, FL 34231-4827

• 

  Visionworks

  2143 Tyrone Blvd N Saint Petersburg, FL 33710-4023

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:04/20/2025

  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.

  A pair of glasses were ordered on 3/20/2025 and the following day I called to cancel the order. My money has yet to be refunded even though I was told on the phone that it would take up to 10 days to refund my money when it has been a month.

  Business Response

  Date: 04/23/2025

  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 to ***** and a refund was 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
  
  

• Initial Complaint

  Date:04/15/2025

  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 4/14 I went to vision works to get an eye exam.m for glasses and contacts. I had scheduled an appointment the previous week. This morning, about 2 hours prior to my appointment I call to confirm the location I believed it to be and to confirm that they accept my insurance, I simply asked, do I have an appointment at your location today, she looked me up and responded no. So we ended the call and I called another one, she was nice enough to actually look into the matter, identifying that they cancelled my appointment only an hour prior for no knowledge of insurance provider, hello you could have called, so this other office was nice enough to verify my insurance and reschedule my appointment all for the original office. I went in and the independent optometrist was great, fantastic service and his staff that tested me beforehand, however I let them know up front I would be avoiding the retina test which insurance doesnt cover that they charge $35 for, they said they would do the diluted eye drops that is approved instead at no cost. And when asked the doctor said , eh are you experiencing any of these issues? Youll be fine. But hello, these exams only happen once a year or so. Delaying runs the risk of losing a year of actionable response. Any way moving forward I get taken to the counter and I ask how much its going to be out of pocket for the exam, the sales *** states $15 is your copay. Im like why am I even paying anything isnt it included, and she said no. So it became my understand which I had to ask and dig for that glass eye exam 100% covered, contacts exam, you pay $15 for. So I was like okay fair enough. Then we went over contacts options, prices including my credits from insurance were more than double that of buying outright at ******. So I said just charge me for the exam. Then the price went up to $50! I asked how, she said youre not buying contacts its $50. She then said its not their policy its my insurances. Unethical sales, investigate

  Business Response

  Date: 04/18/2025

  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 and a refund was provided for the contact fitting.
  
  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 Cameron for allowing us to assist in resolving the situation and/ or concerns.
  
  Thank You,
  Visionworks
  

  Customer Answer

  Date: 04/18/2025

  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:04/12/2025

  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 needed the frames for my eyeglasses replaced, which would have only cost around $96.00 USD. My doctor at this location instead cancelled my order for new frames, and I was told I had to come in for an eye exam. There were no significant changes to my vision, and I ended up paying about $268.00 for the whole affair. My time has been wasted and I have been unfairly overcharged for services I didn't need but was forced to get in order to get new frames.

  Business Response

  Date: 04/14/2025

  Dear BBB,
  
  I thank you for apprising us of the complaint submitted by ******* ******.  After reviewing the details of the complaint, we have reached out to *******. ******* explained he ordered on another website a complete pair of glasses with prescription lenses. Unfortunately, the last prescription on file was expired and a new eye exam was needed. We discussed with ******* that there are limits by law on how long a prescription for glasses and/or contacts can be valid and when a prescription is expired a new exam would be needed before ordering prescription eyewear.

  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: 04/14/2025

  Complaint: 23196028
  
  I am rejecting this response because: The greedy people at Visionworks would rather hide behind the law to make sure they keep my money. I'll be sure to let anyone who asks know that they're happy to make sure people pay far more for what was just supposed to be a simple repair. They didn't even give me that option; it was buy new glasses or go away. Then, not seeing they wouldn't get more that $100, they decided to railroad me. They lie about customer care as easily as they breathe.
  
  Regards,
  
  ******* ******

  Business Response

  Date: 04/14/2025

   When we spoke with ******* he stated the broken glasses and the new pair he was wanting to purchase was online with Eyeconic and not Visionworks. Prescription glasses require a current and valid prescription. When a prescription expires a new exam must be completed before an updated prescription can be provided.

  Customer Answer

  Date: 04/14/2025

  Complaint: 23196028
  
  I am rejecting this response because: Visionworks doesn't care and refuses to offer so much as a sincere apology for the ramifications of their actions. From the physical discomfort to the ill effects on my vision from wearing broken glasses. They can hide behind their excuses and the law until the end of time. This is not acceptable at all and I'm left believing they were dishonest and greedy. That all they wanted was to get as much money from me as possible. Especially when my prescription had no significant changes. I will take my business to a company with stronger ethics.
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:04/11/2025

  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.

  I went in for an eye exam for the first time in over 2 years on December 6th, and the doctor flipped the wrong lens on the left eye... I have a disability that involves having trouble speaking for myself, so I didn't really know what to say about it and got the new glasses. I don't have a lot of time to come in and complain about issues, so I had to make time to tell them that I was having issues with the glasses. I got a replacement pair with a different shape, but I complained immediately when I got the new pair that they seemed distorted. They again, said to come back later, but I had no chances to come in for the next months since my transportation is not always available. now they're telling me that I'm "over my 100 day guarantee" (I was never given an end date for it, but I certainly wasn't informed that it was from the day I got the exam, considering I got the glasses 2 weeks later, and then the next pair 2 weeks after that.) So now they're forcing me to flip a coin and hope my Insurance will pay for the re-examination, when I know that the doctor messed up the exam in the first place. He just randomly pumped up the power in my left eye. I have fairly uncorrected astigmatism. The clerk blamed me for my inconsistent transportation (Only available on *some* Fridays, by the way.) and then sent me on my way, even though I had previously complained about the distortion and been turned away.

  Business Response

  Date: 04/22/2025

  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 to ****** and a new exam is being scheduled.
  
  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:04/10/2025

  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 got my eye exM done, went through the process glasses were put on order, I keep tracking my glasses I keep getting a message that they have shipped and should have an update In 3-5 days, keep calling customer service but not being able to get ahold of the store itself, finally I receive a all back from the store saying that m y glasses were broken a time orb2 in production and new order was placed, put on rush and should receive my glasses in a few days now that is the2nd order placed, I call 3 times this morning teyi g to get someone to give me information. On my glasses and was told they placed another order now this is the 3rd order, I asked if they could contact the lab and see if they are able to get my glasses any sooner Than 10 days as that is how long she told me it would take to receive them on a rush order. It seems my glasses just keep getting pushed further and further, I am not receiving any information from the store with any updates, I had to call customer service and only because the lady on the phone probably fealt bad she said she would try and get a manager on The line for me. She did but the "manager was not very helpful, just told me that they sent a message to the lab In regards to my order and seems they didn't pass inspection and had to wit my my lenses to come in as they have destroyed my lenses and fromes for the 3rd time. I asked if they were able to contact the lab and she said they can only Email them and it typically take 48+ hrs to receive a reply. My glasses should be done by now I have a diabetic and I have peanut allergies and need my glasses very badly so I can read labels I could put myself in the hospital or put my husband in danger not being able to read the labels. They say they will contact me but I have a hard time believing that since I was td previously that I would be contacted with an update, then told again. That I would be contacted once the manager was I. ********** but was not contacted at all. I

  Business Response

  Date: 04/17/2025

  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 out to *****. The glasses have arrived in and ***** has received her order and another pair of glasses were ordered.
  
  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:04/10/2025

  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.

  I went into the VisionWorks in ************** on 12/31/2024 to exhaust my 2024 vision benefits. I ordered glasses and contacts. I declined contacts at first, because I was just being fitted for some that day and needed to determine a type. They told me and my husband that I could order them that day to use the 2024 benefit money and they were returnable or exchangeable up to 100 days. That would have been until today 4/10/25. I picked up the glasses in January. I was told the contacts were there, but since I would most likely be exchanging them, I should leave them there. I called the Visionworks yesterday to ask for a refund but was told I was never charged. I asked further questions because I still have a charge on my HSA. They changed the story to I only had 60 days to return contacts. I corrected them and said that I was told 100 days at purchase and verified it multiple times. They told me they see they were delivered there but could not find them in their inventory. I was just interested in returning them since none of the samples worked for me. They could not help me and told me to call back tomorrow and speak to the manager. I called right away this morning (4/10/25) and talked to the manager. She told me that contacts needed to be returned in 60 days. That is not what I was told on 12/31/24 or on my follow up visit on 1/23/25. The manager also claims they do not have the contacts there. I told them that is not my problem as they were never in my possession, and I would like a refund. I asked my husband to help with the call and he spoke to the manager. She essentially said she would not discuss it any longer. My husband asked for her manager. At that point she said my husband was talking crazy and hung up on us. I have no contacts and no refund.(my mom has been diagnosed with stage 4 lung cancer and contacts were not my priority in the last few months which is why it has taken me to the deadline to ask for a refund).

  Business Response

  Date: 04/29/2025

  Dear BBB,
  
  I thank you for apprising us of the complaint submitted by ***** **********.  After reviewing the details of the complaint, management has reached out to ***** and left message. A refund was submitted on 4/18 for the contact lens order. An additional call was made to ***** on 4/29. At this time management has not received a return call 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:04/04/2025

  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.

  I am writing to formally lodge a complaint regarding the unprofessional and disappointing service I received at the VisionWorks store located at *****************************************************. I visited the store on Monday, March 24, 2025, to have my glasses repaired under the warranty I had purchased. I was informed that my warranty was valid until August 2025 and would cover a brand-new pair of glasses. Upon handing over my glasses, I was assisted by an employee who assured me that it would take approximately two weeks to receive my new pair. When I asked if she would discard my old glasses, she confirmed she would, and I left the store believing the order was properly processed. However, on March 29th, I called to follow up on the status of my order, as I have previously experienced delays at this location, where orders were not processed as expected. I wanted to ensure that my glasses were ordered on time, as I would not be able to continue using my current ones. I was reassured that the order would be processed, and I trusted that everything was on track. They advised that this was not done and they would do it right then and there. I was ok with this as I had a little more contacts left and mistakes happen. To my surprise, on April 4th, I was informed that the order was not processed until March 31st, a full week after I had initially visited the store. Additionally, I no longer have enough contact lenses to last until the new delivery date, which was pushed to April 14th. When I expressed concern about this, the employee responded in an extremely rude and unprofessional manner, stating, Well, maybe next time youll have an extra pair of glasses, and continued speaking with an attitude.Moreover, I was told that I had been given "free glasses" because I no longer had insurance. This claim is entirely false, as I still have valid insurance coverage and did not receive any indication that the glasses were free or part of any promotion.

  Business Response

  Date: 04/14/2025

  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. The glasses arrived in and ******* was notified when the order was ready for pick 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
  

  
  

  Customer Answer

  Date: 04/14/2025

  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:03/25/2025

  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.

  I ordered contact lenses at Visionworks on February 18. I was told they would be here in a week. I still have not received my contact lenses. I had contacted them after a week and they told me they were not ordered yet. I told them to cancel the order. I had to call back again the next two days and then the lady told me they just ordered them. Well, its been a month and an half and I still do not have my contacts. I asked them to cancel my order. I asked them to return them. The lady I spoke with claimed they cant return them because of my insurance they dont know how that works. Well I still do not have my contact lenses. Its been a month and a half. I want a refund for my money.They can keep the contact lenses And figure out the insurance. I do not want to do business with these people ever again.

  Business Response

  Date: 03/26/2025

  Dear BBB,
  
  I thank you for apprising us of the complaint submitted by ******** *****.  After reviewing the details of the complaint, we have reached out to ********. Upon discussion it was found that this concern is in regards to an independent doctor's office that is not part of Visionworks.

  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: 03/27/2025

  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.
  Thank you for reaching out to the office manager. I received a refund. 
  Regards,
  
  ******** *****

• Initial Complaint

  Date:03/19/2025

  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.

  i went in for an eye appointment of which i conformed on the day before. I was advised my appointment was $80 and upon getting there to the appointment they did extra examines without my consent ad state this was part of the examination and the changed the price to $189.00. rude employees refused to explain, threaten me and did not order my products.

  Business Response

  Date: 04/03/2025

  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 left a message on 3/21. At this time we are waiting to hear 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

  
  

  Customer Answer

  Date: 04/03/2025

  Complaint: 22981659
  
  I am rejecting this response because:
  The message that they just put in here that somebody reached out to me and left a message and nobody has spoken to me, is not true. I did speak with somebody at the company who stated they were gonna get back to me after they looked a little bit further into the situation. The manager called me back and was very rude and I disconnected and told him I will wait until corporate calls me.  Corporate then call me and we talked about the situation and I was told they was going to investigate and someone will get back to me. That was two weeks ago. No one has called since. 
  

  Therefore, the message that they enter is natural, and it is not accurate, they are still not telling the truth. 
  Regards,
  
  ******* ****

• Initial Complaint

  Date:03/10/2025

  Type:Billing 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 went in to get my eye exam done and was rushed into doing a "quick" eye contact class required to order contacts. the class is supposed to be an hour, but since the ** knew i had a history of contact wearing he asked the girl at front to do it quickly. I felt pushed into it, the girl doing the class was not friendly and rushed me, i was charged $50 for the eye contact class. i also was told i FAILED it. she gave me ten minutes, made me feel panicked and didnt explain at all how to do it well. she just kept grabbing her own eye and being like, just do that. i felt nervous and i feel thats why i couldnt do it since i have no issue doing it at home alone. they refused to let me order contacts after that. I was told I can't order contacts without passing this class, and i wasnt explained that i pay once and can go back again for free. i called corporate to ask about this and was transferred to the general manager without telling me (the call was on hold and just randomly transferred) and the manager was condescending and went "im sorry you feel that way" when i expressed discomfort with the class. she had a tone that made me feel uncomfortable about returning to this store ever again. then i called corporate 3 times trying to get a refund or transfer the class to another visionworks and they refused to transfer it, they also refused to let me speak with anyone higher than the stores general manager. ive called multiple times trying to get in touch with "******" this territory manager and no one calls me back. i want to speak with the district manager, and have requested twice to do so and have been just recieving calls from the store manager. at this point i want to be refunded the $50 or have my eye contact class be transferred to another visionworks so i can work with a new team. this visionworks has terrible customer service and they are all rude and not professional.

  Business Response

  Date: 03/11/2025

  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 ****** .A refund for the contact lens fitting ($42.50) was refunded on 3/10 to the card used at time of purchase.
  
  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 Jaclyn for allowing us to assist in resolving the situation and/ or concerns.
  
  Thank You,
  Visionworks