Business Profile

Optical Goods

Visionworks

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

387 total complaints in the last 3 years.
67 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.

Initial Complaint
Date:10/31/2022
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 had an eye exam done for glasses and contacts at the ************ location. I also purchased glasses totaling around $450.00. I explained to the doctor and the associates on the floor that I have never worn glasses consistently. They insisted that i needed progressive lenses. The doctor and the associate both said that the prescription had a large increase which I thought was kind of odd but I chalked it up to getting older. I called back a few times because the glasses gave me an instant headache each attempt to wear them. They kept telling me it takes time. Finally, I tossed them in my bag and said forget it. I finally put in the contacts and I literally cannot see in them. I never was told about the return policy during the purchase process. I also received an email on 10/16 asking how everything was going which reminded me about the glasses. I called to see if I can get another eye exam. I was told it was nothing that can be done. I also spoke with *****, who said, "You waited too long and it's not our issue. The people who check your eyes have nothing to do with us, they are a third party like the people who sent you the email." He was very abrupt and abrasive. At this point, I will be paying for another eye exam out of pocket somewhere else. DO NOT go to Visionworks!
Business Response
Date: 11/25/2022
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. Additionally, a refund is being issued.

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: 11/28/2022
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:10/27/2022
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 Placed an order on 9/10/2022 for contact lenses (supporting document attached). Immediately after placing the order, I received a confirmation email but never a receipt (supporting document attached). After receiving the contacts, went through the reimbursement process with ***** (contacts manufacturer) who provides a $100 rebate. They rejected my claim, saying I needed to submit a copy of my Visionworks receipt and that I have 20 days to submit this required documentation (supporting document attached). I then immediately contacted Visionworks twice (once through the online "Contact Us" automated bot and once through the "Contact Us" email address) requesting a receipt. I received a response from Visionworks on 10/4/2022 that I should receive a copy of the receipt "no later than Friday (10/7/2022)" (supporting document attached). I never received the copy of that promised receipt, so I reached out the following week by replying to the email conversation. After not receiving a response for a week, submitted a help request through the Visionworks online "Contact Us" email. Received automated email confirming my request was received and that I would be contacted shortly. After another week of not getting a response, sent another "Contact Us" email (dated 10/23) requesting either a call or a copy of the receipt (supporting document attached). As of writing, I still have not received any communication about any of these requests that I have submitted. I had 20 days from the day of purchase to submit my Alcon reimbursement ($100 value). As I did not receive a copy of my receipt from Visionworks by then, I was unable to submit my reimbursement. At this point, I would request Visionworks deduct $100 from my bill due to their negligence in sending me the required documentation as compensation for costing me the opportunity for reimbursement.
Business Response
Date: 10/28/2022
Dear BBB,

I thank you for apprising us of the complaint submitted by **************************** After reviewing the details of the complaint, we are issuing a refund in the amount of $130.90 to cover the cost of the rebate savings and for his inconvenience. we truly apologize the itemized receipt was not received.

At Visionworks, it is our goal to provide great customer service and we welcome every opportunity to better serve our customers.

We'd like to thank *************************** for allowing us to assist in resolving the situation and/ or concerns.

Thank You,
Visionworks
Customer Answer
Date: 10/31/2022
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.
I was called directly by VisionWorks within a day of filing the complaint, and had a ***** minute discussion with a customer service manager who listened to my story of issues that I had faced when working with VisionWorks. They listened, apologized, and offered a satisfactory response and solution to my issue. As discussed with the representative, I hope VisionWorks learns from this interaction and improves their customer service process to prevent this from happening in the future.

Regards,

***************************
Initial Complaint
Date:10/25/2022
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.
This business charged me for contacts that were returned back to the buisness. They have told me multiple times that they will credit my card back and they never did. This complaint have been ongoing since May of 2022, it is now almost November. I need to be credited over $100 for the contacts I returned.
Business Response
Date: 11/16/2022
Dear BBB,

I thank you for apprising us of the complaint submitted by ***************************. After reviewing the details of the complaint, our Accounting Team has confirmed check # ****** was issued on 9/21/22. We have filed a stop payment on that check and reissued a replacement check ****** mailed on 11/15/22. We truly apologize for the delay in receiving her refund. Please allow 10 Business days for shipping.

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 you for allowing us to assist in resolving the situation and/ or concerns.

Thank You,

Visionworks
Initial Complaint
Date:10/24/2022
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.
1.Date of the transaction August 18, 2022 2.The amount of money paid $1,059.77 3.What the business committed to provide you Two pair of eye glasses 4.What the nature of the dispute is The two pair of eyeglasses could not be used. The vision was not corrected by the two pair of eyeglasses. After repeated attempts to correct the eyeglasses lenses the vision was not improved and a refund was requested. The eyeglasses was given back to the store and a refund request form was completed and submitted. The refund request was submitted on 9/26/2022 and refund should have been received within 14 business days. 5.Whether or not the business has tried to resolve the problem The store submitted the refund request form 6.Account/order/tracking number Refund transaction - *******
Business Response
Date: 11/02/2022
Dear BBB,

I thank you for apprising us of the complaint submitted by ***************************. After reviewing the details of the complaint, our Sales Audit team has processed the refund and the receipt was emailed to Amandia.

At Visionworks, it is our goal to provide great customer service and we welcome every opportunity to better serve our customers. We truly apologize for the delayed refund.

Wed like to thank you for allowing us to assist in resolving the situation and/ or concerns.

Thank You,

Visionworks
Customer Answer
Date: 11/02/2022
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:10/24/2022
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.
Ordered glasses on 9/29. Visionworks said it would be 2 weeks or less to receive my glasses. It has been 3 weeks and the company won't tell me exactly when I'll get my glasses. I have tried numerous times emailing and calling them, but only get vague answers and no follow-**** I'm not looking for free glasses or a discount or anything....I just want the lab to finish my glasses and send them to me. Every time I call, they push back the expected completion date back another week.
Business Response
Date: 10/26/2022
Dear BBB,

I thank you for apprising us of the complaint submitted by *********************. After reviewing the details of the complaint, our General Manager spoke with *** on 10/22/22 and provided a full refund due to the delayed order. We truly apologize for the delay and inconvenience. High prescriptions typically can take up to 21 days for processing if they pass inspection. We apologize this was not communicated to him in advance.

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 you for allowing us to assist in resolving the situation and/ or concerns.

Thank You,

Visionworks
Customer Answer
Date: 10/26/2022
Complaint: 18298191

I am rejecting this response because: I did receive the refund, but still am not receiving any updates in my order. Attached is a screenshot of my order status. It has shown this screen for 2 weeks without changing. If my glasses are being made, I would like to be updated on the status. A simple email would suffice.

Regards,

*********************
Business Response
Date: 10/26/2022
Hello ***,

I completely understand your concerns. The Leadership team states they spoke with you on Saturday and you requested to refund the order. The online status would not reflect the refund that was recently processed.

Warm Regards,
Visionworks
Customer Answer
Date: 11/03/2022
Complaint: 18298191

I am rejecting this response because:
I reject the letter sent to you by Visionworks because the company offered a refund and delivered said refund, but they also said the eyeglasses would be completed and sent out as well. I placed the order 5 weeks ago and have yet to receive them. When I called visionworks for a status update, the representative said the order was cancelled. No one at the company is emailing or calling me with status updates on my order. The website status update page is locked on "order pending". I would like to get my eyeglasses finished and sent to me as promised.
Regards,

*********************
Business Response
Date: 11/04/2022
Hello BBB,
Unfortunately when *** requested the refund, the store processed a cancellation with our Manufacturing facility. The order will not continue to process in our lap when a refund is requested. We truly apologize for your inconvenience.
Our Leadership team spoke with *** on Saturday when he requested to receive a full refund.
Warm Regards,
Visionworks
Customer Answer
Date: 11/04/2022
Complaint: 18298191

I am rejecting this response because: I was told I will still receive the glasses along with the refund. I specifically asked if I was going to get my glasses and corpo said yes. The company is lying to you becausr they are probably tired of hearing from me. It has been 5 weeks since I placed the order. At no point did I agree to cancelling the order. I only accepted the refund because of the negligent service I am receiving I am still waiting on the glasses promised to me.

Regards,

*********************
Initial Complaint
Date:10/21/2022
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.
The first time I went to Visionworks was on March 11, 2021. I received an eye exam, two pairs of lenses (regular and sunglasses), and a 6 month supply of contacts. My insurance was billed and I paid $412.10 out of pocket total. In April of 2022 I purchased another 6 month supply of contacts and paid out of pocket $148.70 for them. I thought both of these transactions were fair.Problems started with Visionworks recently when I went in on September 16, 2022. I got an eye exam and told a Visionworks employee named ********, that I wanted the same thing I had last time with my new prescription: two new frames (regular and sun glasses) and a 6 month supply of contact lenses. The interaction was ******************************** claimed to not have my file in her computer, then she told me that the wifi was down and we would have to process my purchase on paper. She filled out two separate sheets, one for my glasses and one for my contacts. She told me I could only bill insurance for contacts or glasses but not both. We talked about what might save me the most money. She gave me price quotes on both that showed a little over $400 out of pocket either way. I told her just to bill insurance for the glasses and gave her my credit card information. I was billed $429.26 on September 19th, which is what we agreed to. However I never received any contacts. I called Visionworks earlier today (10/20/22) and spoke to ********. She told me that she never ordered the contacts and lost the paper work. Then she quoted me an additional $400 to buy contacts. I checked my VSP insurance and saw that Visionworks filed a separate insurance claim for each pair of glasses. One claim for the sunglasses and another claim for the regular glasses. They double billed my insurance for every service I received. They double billed for some services I didn't receive. They also billed for addons that I didn't ask for. I want my contacts for the agreed upon price I already paid and my billing to be corrected.
Business Response
Date: 10/28/2022
Dear BBB,

I thank you for apprising us of the complaint submitted by ***********************. After reviewing the details of the complaint, we have sent an email to ******* and have not received a response. Our records indicate only the clear pair was billed to her VSP insurance. The second pair of glasses which are sunglasses, she was given 50% off a multiple pair discount. Insurance does not allow a member to receive insurance discounts on eyeglasses and contacts. It would be one order the other. Visionworks offers a 100 day love what you see guarantee, so if ******* would like to return the glasses billed to VSP and use her benefits towards her contacts; she would need to stop by the location to speak with Management.

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 you for allowing us to assist in resolving the situation and/ or concerns.

Thank You,

Visionworks
Initial Complaint
Date:10/20/2022
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 purchased contact lenses on 8/22/22, and have called the store several times to get an update. I last called and was told by ******* on 10/17/22 that the order said it was processing online, but that the offices were closed so she would call me back with the progress. I have not received an update on contacts that I very much need. I already paid for them and have not received the product I purchased. When looking up the order online, it says that it does not exist. I have my receipt from the store.
Business Response
Date: 10/26/2022
Dear BBB,

I thank you for apprising us of the complaint submitted by *****************************. After reviewing the details of the complaint, our Leadership team has been in contact with ****** and have ordered an additional supply of contacts for her inconvenience.

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 you for allowing us to assist in resolving the situation and/ or concerns.

Thank You,

Visionworks
Initial Complaint
Date:10/18/2022
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.
The eye doctor was nice enough, but they sent me contacts to the wrong address, then you can't contact them through their phone number. When finally speaking to someone they shipped them over, but the rebate I was suppose to get apparently is not valid. When I told the girl answering how angry I was with the phone system, she said i was 'swearing' at her (I wasn't) and hung up on me. The company later responded to a review I left, and asked me to email them - I did and they responded, but after I gave them the details they never responded again.In the mean time I was forced to take another exam elsewhere to get my contacts.I've spent so many hours trying to get this fixed, and now I just need compensation for what is owed, and likewise, I would prefer compensation for the time I took to correct it - if it gets corrected, but I realize that *** not be possible.credit card was charged $294.84 on 08/21/22
Business Response
Date: 10/26/2022
Dear BBB,

I thank you for apprising us of the complaint submitted by ******************************** After reviewing the details of the complaint, our Management team has provided a full refund on 10/21/22 in the amount of $294.84. Please allow up to 30 days for the funds to reflect back to the account.
We truly apologize for the inconvenience. 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 you for allowing us to assist in resolving the situation and/ or concerns.

Thank You,

Visionworks
Initial Complaint
Date:10/17/2022
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 went to visionworks *************************************************** on 9/16/22 for the eye exam and pair of frames to be covered by my insurance. The frames I chose were an additional ***** with my insurance coverage. Its now 10/17/22 and still no glasses . *** contacted the store and nothing to show for it nor any information on where my purchase is. Online status has been pending since 9/27/22 when the store employee **** said they should be done by 9/30/22 at the latest its now over the 30 day **** the store policy wait time . The store employee also stated she could not process a refund due to issues with the new computer system. This has been the worse experience for me . I do not recommend! No glasses and no refund and now I cant use my insurance elsewhere due to the claim of me getting services already.
Business Response
Date: 11/22/2022
Dear BBB,

I thank you for apprising us of the complaint submitted by ****** Davis. After reviewing the details of the complaint, we have confirmed that the refund is processing back today. We have reached out to ****** and left a voice message with this 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:10/17/2022
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.
10/15/22 239pm I was told my co payment was ***** when i walked in! Than at the end of my visit was charged ****** for images that i wasnt told had a separate cost! ***** i thought were your basic test before you see the dr! ***** the dr did the same thing when she looks at your the back of your eye ! When asked for refund was told i can only get 50% off my kids lenses which my insurance covers them 100%Mind you i didnt want any of there glasses just an exam! The girl was rude off the jump and than told me i had to pay for fitting of contacts which my insurance stated that wasnt true! I have filed a complaint with my bank for this transaction as well! I did not approve it! ********** ******** vision works has nasty rude ppl working for them! I work to hard for my income and have the best eye care in ******** to be charged for something and not be told this new image thing cost additional ***** per person is beyond me! To add to the fact that the dr did the same test over in the room! As part of the exam!
Business Response
Date: 11/10/2022
Dear BBB,

I thank you for apprising us of the complaint submitted by *********************. After reviewing the details of the complaint, I have partnered with our Territory Director who has approved the refund of the retinal images. We truly apologize for the in store experience and will make sure we address accordingly.

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 you for allowing us to assist in resolving the situation and/ or concerns.

Thank You,

Visionworks

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Visionworks is NOT a BBB Accredited Business.