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Business Profile

Optical Goods

Visionworks

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Optical Goods.

Complaints

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

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Visionworks has 540 locations, listed below.

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    Customer Complaints Summary

    • 387 total complaints in the last 3 years.
    • 67 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/10/2025

      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.
      The glasses could not be used and a refund was confirmed by the vendor. Followed up an a call was promised for a refund by check. Again I called and I was not helped to investigate.

      Business Response

      Date: 03/12/2025

      Dear BBB,

      I thank you for apprising us of the complaint submitted by ********* *****.  After reviewing the details of the complaint, we have confirmed that a refund was processed on 8/27/2024 back to the card on file from purchase. We have attempted reaching out to ********* on 3/11 and 3/12. 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

      Date:03/07/2025

      Type:Service or Repair 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 2/26/2026 I had an eye exam at this location. Not only did I have to wait over 40 minutes past by appointment (I had to be let out of the building as it closed while I was there), but I am now not receiving the product that was promised to me. The eye doctor advised me that my vision had changed to nearsighted in my right eye. We changed my glasses prescription and I was advised to let him know if with this new knowledge if my right eye was bothering me at my computer to let him know and he would change my contract prescription as well before I order my contacts. I wore them for 1 week ( my normal prescription) and yes, my right eye significantly bothers me, so I called back to have the script adjusted to the new script (rather than my old) so that I could order my contacts. The person who took my call, ******, was extremely rude upon my calling in. Without asking for any personal information to pull up my record she immediately interrupted me and told me that I had to schedule another check (I had just paid ***** out of pocket for the first check less than 7 days prior). She then set then put me on hold, took me off off hold with the phone down and after my asking if anyone was there numerous times, she came back onto the line and told me I had to come in for a recheck. When I advised on what the Doctor had told me that I could just call to request to have the script be updated to my recent exam rather than using the script for far sightedness on both eyes, she became agitated. She finally asked for my information, said she could see the Doctor's note but it still required a recheck. I then asked why that would be so when the Doctor gave me specific instructions to call in to have it changed over so I could order my contacts, she accused me of interrupting her and not allowing her to talk. I asked for a Manager, she told me she was the Manager and I could not speak to anyone else regarding this issue.

      Business Response

      Date: 03/21/2025

      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 **** regarding her experience and a follow up appointment has been 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:03/06/2025

      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.
      Me and my husband went to visionworks in ************* Ky on 2'5-2025 we both have apps @ 4:45 they took us both back at around 5:10 what was the since of the appt if they was going to be 25 mins latest? Cause I know if we was 25mins late they would of canceled our appts our time is just as valuable as there's. After they take us back to start the first part of the exam before you see the doctor I go in to see the doctor first I come out my husband is still sitting in a chair waiting for the doctor to see him, they took 3 other people back before him that came in after us, we'll when he comes back out front I've been picked my glasses paid for them and was ready to go the guy who did the fitting for the glass was the rudest most unprofessional person I have meant this year so far. The glasses I picked was over my frame budget by $30.00 dollars i told him I would pay the difference he said no you won't like i couldn't afford them I said yes I will he said no you won't you can't pay the difference that's not how ins works if you want these frames you will have to pay for them I told him I've always paid the difference on my glasses in the past and he said you you haven't cause ins doesn't work that way now I've been going to this visionworks for 8 years and every year it has gotten worse. So I paid out of pocket for my frames didn't ask me if I wanted scratch protection transition lenses or the anti-glare nothing. So my husband come out and we are sitting there and waiting I see them take two women to do there fitting of the frames before my husband here they came in after us and they came out after my husband from seeing the doctor I go and say something, My husband had done picked out his frames and his ins he had ****** to spend on glasses the frames he picked was ****** well when the guy got done he tells us it would be ****** we said what are you talking about how is that possible when the frames are ****** he has 3 ins running out of room we paid over ******

      Business Response

      Date: 03/17/2025

      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 spoken to *******. After reviewing the billing and insurance coverage a refund is being provided for the amount that was overpaid at time of 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:03/06/2025

      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.
      I asked for an eye exam so I could get an updated Rx for contacts. There were two charges on the invoice, one for an exam and I couldn't tell what the other was for. They said it was required and I wanted my Rx so I paid it and looked into it when I got home. They charged me $42.50 for a contact lens fitting and I did not have a contact lens fitting. I have worn the same brand, size and Rx for years and nothing has changed. They did not have me try in various lenses, and upon researching this, I discovered VisionWorks has a history of defrauding customers this way. They have you put in your contacts before you leave, which I thought was strange to begin with, and call it a contact lens fitting. I want my $42 50 refunded to me and I will never do business with them again. The charge was made on 1/29/2025.

      Business Response

      Date: 03/12/2025

      Dear BBB,

      I thank you for apprising us of the complaint submitted by ****** *****.  After reviewing the details of the complaint, a contact lens fitting is required for anyone who wants to be evaluated for a contact lens prescription. This fee is to assess the health evaluation of the eye to ensure it is safe to wear the lenses, ordering trial lenses that may be needed to ensure proper fit, comfort, and visual acuities, as well as any follow up if needed to ensure the right contact lens prescription. We have attempted reaching out to ****** on 3/6, 3/7, and 3/10. 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

      Date:03/05/2025

      Type:Customer Service 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.
      I reached out to the store I used previously for myself and my children eye exams, glasses, and contacts. After a 10 minute phone call, they said they could not find any of my previous records including my prescriptions or any of the items I've previously purchased. After asking to receive this in different ways they explained they had no documented records of mine previously, after I started to get upset they explained it was from their "new system update" and there wasn't anything they could do. So all of my documentation of my previous prescriptions for records are completely gone, all documentation for the previous items purchased (hundreds worth) gone. The employees response "yea there's nothing we can do, it's the system but yea it's all gone. You can just do it all again." This should be illegal, this is previous medical records that should be required to be kept at least 7 years! And the unhelpful rude employees that do not value the customers in any way, its completely absurd. I will never ever use this business again In anyway and I will make sure to report this illegal medical record documentation to the appropriate individuals as well.

      Business Response

      Date: 03/25/2025

      Dear BBB,

      I thank you for apprising us of the complaint submitted by ******* *****.  After reviewing the details of the complaint, we have attempted reaching out to ******* several times including on 3/21, 3/24, and 3/25. At this moment we are waiting to hear back from ******* so we can further assist.

      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:02/25/2025

      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.
      I took my teenage son to this location on 1/16/25 to purchase eye glasses. While I only came for one pair, the sales associate convinced me to purchase a 2nd pair as well. On this date, I ordered TWO pairs of eyeglasses, for a total payment of $334.92, It was explained to me to expect the lenses roughly on or about 1/30/2025. I have been contacting the store only to be told "the glasses have shipped." But as of 2/25/25, we STILL HAVE NOT received the glasses. At this point, I have had to purchase from elsewhere and am seeking a refund from this company.

      Business Response

      Date: 04/04/2025

      Dear BBB,

      I thank you for apprising us of the complaint submitted by ******* *******.  After reviewing the details of the complaint, we have reached out several times including on 3/19, 3/21, 3/24 and 4/4. Messages have been left, 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 Mykisha for allowing us to assist in resolving the situation and/ or concerns.

      Thank You,
      Visionworks

      Customer Answer

      Date: 04/04/2025

      Complaint: 22990304

      I am rejecting this response because:
      I was  very clear in my written communication with the corporate office is that I am requesting a refund. I do not wish to do business with the company AT ALL. I do not have faith in a company that ONLY "found" the product AFTER getting contacted by the BBB. 


      Regards,

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

    • Initial Complaint

      Date:02/08/2025

      Type:Billing 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.
      I have ******** and I receive $200 a year towards glasses. I called ***************** my provider who said Empire ************ In ********* would in their network. I went there and chose my glasses. While meeting with the ophthalmologist she informed me that if I used my insurance my glasses would cost over $600, but If I went through them with their 40% discount they would be only $450. So since my current glasses are so scratched I agreed to not use my insurance. Thing is after leaving this who transaction sounded shady. I called ***************** and they said it was probably because I got progressive, non glare glasses. So I called Empire Vision and asked if I had purchased the frames and lenses with them with no " bells and whistles" how much would they be and they said $214. I said so with my $200 towards glasses then I would only owe $14 and they said no that does not apply because I am already getting a 40% discount from them. I am sorry, this sounds so wrong and I am pretty sure they always run a 40% off deal. So in essence my insurance of $200 is useless.

      Business Response

      Date: 03/24/2025

      Dear BBB,

      I thank you for apprising us of the complaint submitted by **** *******.  After reviewing the details of the complaint, we have attempted reaching out to **** several times including on 3/12, 3/17, 3/19 and 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

    • Initial Complaint

      Date:01/28/2025

      Type:Product Issues
      Status:
      Resolved
      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 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

      Date: 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 Answer

      Date: 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

      Date:01/24/2025

      Type:Billing Issues
      Status:
      Resolved
      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.
      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

      Date: 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 Answer

      Date: 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

      Date:01/15/2025

      Type:Sales and Advertising 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.
      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

      Date: 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

    Visionworks is NOT a BBB Accredited Business.

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