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:10/14/2022
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 have tried for 2 days to reach Davis Vision Works to release my authorization so I can see my Ophthalmologist.I have done the virtual chat and the artificial intelligence failed. I tried calling headquarters to no avail and I have emailed them. I have also tried other Davis Vision Works at other locations and still get the same recording. No opportunity to leave a message. I need this authorization. My appointment is next week Thank you *****************
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, I sent an email to *** requesting the exact store location. She provided the following response.

Guest
Work Notes
10-21-2022 11:18:35
6d ago
reply from: *********************

It doesnt matter what location. It could be ******. There is only ONE central number ALL calls are routed to. Artificial intelligence calls herself ****** . Impossible to get a representative on the phone. And ****** cant help me

Sent from my iPhone
At this time it appears her concerns have been resolved. Unfortunately I cannot share her concerns if I don't have the exact location she visited.
At Visionworks, it is our goal to provide great customer service and we welcome every opportunity to better serve our customers.

Thank You,

Visionworks
Customer Answer
Date: 10/26/2022
Complaint: 18223281

I am rejecting this response because:

Regards,

***************************
because I did not visit a store location. I tried calling their central number for 2 days,waited and tried the following week. Again, I only get ****** their artificial intelligence . AI could not get me a representative on the phone. It doesnt matter which store location you call because ALLare rerouted to *************
**********************;
Business Response
Date: 10/27/2022
Hello ***,

We sincerely apologize for your inconvenience.Unfortunately, our *********** has high call volume and Visionworks has an ** to assist Visionworks with the volume. Whenever the ** is unable to assist, a ticket is created. BBB allows the business to respond to complaints made. Unfortunately if your complaint is regarding the phone system we have in place, we truly apologize you were unable to reach us. We would love the opportunity to assist you with your needs. Visionworks can also be reach at ************************************** and we respond within 24 hrs to every email received.

Warm Regards,
Visionworks
Initial Complaint
Date:10/13/2022
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.
I purchased glasses on 07/22/2022 and returned them on 08/17/2022 for a promised refund within 30 days as the refund policy states. It has been 56 days (40 business days) now and still no refund. My sales receipt is for the amount of $303.98. The store number is ***** and the order number is *****. I have followed up with the retail agents several times with no success in knowing when I can expect to be refunded.
Business Response
Date: 10/17/2022
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 the refund will be processed back to the original form of payment. The refund is being processed on 10/17 in the amount of ****** back to the Amex card that was used. We truly apologize for the delay with receiving the refund.

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: 10/19/2022
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:10/13/2022
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.
I visited the Tanasbourne Visionworks for an eye exam. The exam was covered by my insurance. I was given the option for a retina exam, additional costs explained and I accepted. Towards the end of my exam, the provider gave me a contact prescription. However, they insisted that I try them on, even though this is identical to what I have. Upon billing, I was informed of an additional contact fitting fee. There was no mention of such a cost, I had fit the contacts myself. In hindsight I now understand their insistence for me to try it on was to charge me this fee. Had I been informed of the charges prior, I would have declined. Its outrageous that I be charged $40 to put contacts on myself. The clerk at billing said that how it is.
Business Response
Date: 10/17/2022
Dear BBB,

I thank you for apprising us of the complaint submitted by *****************************. After reviewing the details of the complaint, our Doctor has confirmed that the contact lens exam/fitting is an additional cost whether the patient has previously worn contacts. Basic eye exam is typically covered if a patient has vision insurance; however a contact lens fitting is part of the contact lens exam which is not covered by insurance. The pricing does not differ if the patient has worn contacts previously. Unfortunately this is a professional fee that has been rendered and cannot be refunded.

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:10/12/2022
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.
Hello,On 6/29/22 I paid for a pair of bifocals glasses the total of $319.98 .using my credit card. Two weeks later 7/19/22 I received them but there was something wrong. Turned out the measurements of the line of the lenses that was done at the store was incorrect. So they took them back and redid the lenses according to the new measurements that were done at the store again. Two weeks later I received them but something was still wrong. I requested to cancel the order and get a refund based on their advertising of ninety days satisfaction guarantee but the answer was that it cant be canceled It can only apply to changes. The solution was to make new lenses but single vision and with appropriate refund since bifocals are a lot more expensive then single vision lenses . With no other option I agreed. Two weeks later I received the single vision glasses and waited at least thirty mins at the store for them to process the refund. At some point they told me itll take longer because they need approval from a main office. I should go home and wait for their call when it goes through. I trusted them and did go home and two days later they called to say it was processed and done. They added not to check my credit card for a refund because itll be send as a check by mail. I called at some point to enquire about the refund and was told itll take thirty days. Its October already well over thirty promised days and no check arrived yet. They also told me its out of their hands. The refund was supposed to be be about $220 I never got anything in writing to the amount. Thank you for your help.
Business Response
Date: 11/09/2022
Dear BBB,

I thank you for apprising us of the complaint submitted by ************************ After reviewing the details of the complaint, our Accounting team has processed the refund on 11/7/22 back to the original form of payment MC, in the amount of $230. Please allow a few Business days to reflect back to the account.
We apologize for the delay and inconvenience with processing the refund.

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: 11/16/2022
Better Business Bureau:

The complaint is resolved. I received my refund.

Regards,

***********************
Initial Complaint
Date:10/07/2022
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.
On October 1st I had an eye exam that was suppose to be covered by my copay. While sitting in the exam room in the dark with the doctor he mumbled something about $19 in our conversation. When checking out i realized i was being charged extra for the results. So yes they will give you the test then hold the results hostage until you release another $19! What a scam. I called the insurance company and they said yes that is the poicy- i can't even believe that is acceptable or legal. But it is. I would like a credit for that unforseen additional charge. It was not proper in any respect and to me reputation damaging to them but i see how many complaints they have accumulated here so i am not the only one. I have called them several times no one will speak to me or even return my call. Shameful. I would like a refund for that $19.
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 Territory Director has spoken with ***** to apologize and has agreed to refund the $19 charge. 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:10/07/2022
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.
In March I purchased new glasses for $271.95. I returned to tell them the prescription was wrong and made me sick. They re-examine me and charged me $270 more for upgrades they said I needed. Glasses were still wrong. They charged me $140 for additional upgrades they said I needed. Approximately two weeks ago, the pair came back from the lab again incorrect. They will not fix them again and are offering to refund me $270. They owe me $671. I DO NOT have a working product. Often they charged me fees and then denied that the improvements were put on the glasses. For example they said that the second $270 was for a prism for eye correction. At no point did the lab put in a prism. Staff repeatedly told me that I did not pay for items that they up charged me for.
Business Response
Date: 10/17/2022
Dear BBB,

I thank you for apprising us of the complaint submitted by **************************** After reviewing the details of the complaint, our leadership team has confirmed a full refund was provided on 10/12/22 in the amount of $671.95.

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:10/05/2022
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.
I purchased a pair of eyeglasses on 4/20/22 with a credit card.. They did not work out so I returned them on 5/23/22, well within the 100 day satisfaction guarantee that Visionworks offers. I was told at the store at ******************************************************************************************************, by ***** that I would be issued a check in the amount of $170.00. After several weeks of waiting for the check I returned to the store to have ***** follow up on it. She called Visionworks corporate office and was told that I should have received the check dated 7/9/22. I told ************ never received that check. She then was told by Visionworks that I would instead receive a refund to my credit card for $170.00. After several weeks of not seeing a refund to my card I called Visionworks customer service and spoke to ****. He told me it could take up to 30 days for Visionworks to process the credit. When 30 days passed I called and spoke to a customer service manager ****. She told me a credit had been processed to my card on 9/1/22. I called **** back on 9/20/22 and told her I never received the credit. She said her records show it was processed and I should check with my bank (Chase) to have them trace it. ***** had no record of ever receiving the credit. **** said there was nothing further she could do. I asked her to send me a copy of my account printout that showed Visionworks processed the credit. She refused. I am owed a refund of $170.00 that Visionworks refuses to pay me.
Business Response
Date: 10/11/2022
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 the refund was processed back to the **** card on 8/30/22. Reference number- ***********************. I have attached a letter to provide to his credit card.

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

We hope this helps with resolving the refund concerns with his credit card.

Thank You,

Visionworks
Customer Answer
Date: 10/15/2022
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.The response indicated that Visionworks processed the refund to the wrong credit card number. I contacted the store manager and she resolved the issue by communicating the discrepancy to the corporate office. If Visionworks customer service had provided me with a copy of my account statement when I called them this complaint could have been avoided. However, they refused, stating they they have no ability to do that. By stonewalling me I had no alternative than to file a complaint.

Regards,

*********************
Initial Complaint
Date:10/05/2022
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.
On 7/13/22, I placed an order for a prescribed pair of glasses with a light tint and also left a nearly brand new pair of Burberry gradient lens sunglasses which I also wanted prescribed lens. Long story short, they couldn't get my order right, they lost the lenses to my recently purchased Burberry sunglasses (not even a year old) and almost 3 months later, I have no refund for prescribed glasses paid in advance of $210, they've not reimbursed me the original price of Burberrys, and Im being offered reimbursement for "replacement lenses" for Burberry which I've yet to see and which is a totally unacceptable offer. *** made 9 trips to VW trying to resolve this matter but nobody cares & no one at the store even had the decency or professionalism to contact me up until recently making empty promises. I think the fix is an extremely easy fix to replace my sunglasses with a new pair (I've provided them with original receipt) or cut me a reimbursement check because it's not my job to shop for lenses that THEY lost, return my pair of Bebe frames I left for them to turn into prescribed clear glasses and reimburse my $210 I paid on 7/13. This is a much more practical solution than me having to file suit in small claims court and ask for $250 to cover cost of Burberry sunglasses, $210 for the initial amount I paid them, Ill ask for reimbursement for cost of gas which was sky high back in ************** reimbursement for my time and all the aggravation this has created.
Business Response
Date: 10/17/2022
Dear BBB,

I thank you for apprising us of the complaint submitted by **************************** After reviewing the details of the complaint, our leadership has left a message for ***** advising the replacement lenses have been ordered. Typically can take 2-4 weeks for processing. We will contact ***** once the replacement lenses arrive. 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
Customer Answer
Date: 10/17/2022
Complaint: 18170069

I am rejecting this response because:
I was finally contacted by ***** of VisionWorks on October 15, 2022 to advise they had ordered lenses to my Burberry sunglasses and should arrive within about two weeks. I then asked are they identical black gradient lenses like the ones I surrendered to them in July 2022 and she responded "yes, they are from the manufacturer." I also inquired why I was only reimbursed half of what I was owed, she put me on hold to look into this matter and when she returned said she would have to send "them" an email to see why I was only reimbursed $105 instead of $210. As such, this case remains unresolved. I also inquired about my Bebe frames which they also have and she assured me I could pick them up when the lenses arrive. Until I get my additional $105, replacement lenses and 2nd pair of frames, I want to keep this case open. Thank you.

***************************
Business Response
Date: 10/21/2022
Good Morning BBB,

Our Territory Director has spoken with ***** to discuss the complaint filed. We have confirmed the full refund was processed and the replacement lenses are on order. The eta for the lenses is 2-4 weeks for processing.

Warm Regards,
Visionworks
Customer Answer
Date: 10/21/2022
Complaint: 18170069

I am rejecting this response because: I have been made NUMEROUS empty promises from Visionworks for nearly 4 months now including promises of a refund which I finally got just yesterday and until and when I receive the 1-new black gradient lenses from the manufacturer; 2-ascertain nearly new Burberry frames are still 100% intact as tendered to VW; and 3-ascertain Bebe designer frames are also 100% intact as tendered will I drop my complaint against VW. This case is still ongoing.

Regards,

***************************
Initial Complaint
Date:10/04/2022
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.
May 31, 2022 to current - Oct 2, 2022. I had an eye exam on May 31, 2022. The Dr. was dismissive of my issue I was having with my vision. When I told him I couldn't see the letters, his response, on more than one occasion, was to "Guess." I explained I was having an eye drift. He said he understood. Handed me a card for a specialist that's no longer in practice and wrote me a prescription for glasses. I found my own specialist in my insurance who helped with the problem. I requested, 6 times, for the eye Dr to send his findings over to my new ********* time I was told he did, and the new Dr. never received them. I went back in person, and they said their system erased everything. I contacted Visionworks, calling, messaging and going, for 3 months, to get a refund for the glasses that they made and I never picked up, because they weren't correct anyway. I finally got a refund (or so I thought) on August 31. I went to check my FSA account, to see it was never actually refunded. I checked the receipt that I was given and it stated "Check mailed." It's not October 2, 2022, and I still don't have the $227 back that I paid for glasses I never even picked up.
Business Response
Date: 10/11/2022
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 a refund check will be issued on Wednesday October 12 and mailed to the address on file. Please allow 10 days to receive the refund check. We truly apologize it has taken this long to receive your refund.

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:10/03/2022
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.
Visionworks promised a refund on 09/27 and cancel the claim on my insurance. I went to the store that day and was told that there manager was in store only on Saturday and the manager would call me on Saturday. But there was no follow-up contact on Saturday. The contact number would never go through and this has severely affected my needs to a new prescription. I request the manager at the ************ store cancel the claim on my insurance immediately and refund my money.
Business Response
Date: 10/21/2022
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 the refund was processed on 10/20/22 back to the credit card on file. The reinstatement of benefits have been requested and can take up to 30 days for processing. We truly apologize for the delay and 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

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Visionworks is NOT a BBB Accredited Business.