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

  12000 SE 82nd Ave Ste 1008 Portland, OR 97086-7729

• 

  Visionworks

  3547 Midway Mall Elyria, OH 44035

• 

  Visionworks

  7208 191st St Tinley Park, IL 60487-9378

• 

  Visionworks

  655 Brandon Town Center Mall Brandon, FL 33511-4770

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:09/27/2022

  Type:Sales and Advertising 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 8/17/2022, I received junk mail from Visionworks. This was not the first time, therefore I went online to www.visionworks.com and requested removal from their mailing list. Believing it was resolved, again on 9/25/2022 I received more junk mail. I attempted calling the local Visionworks and was informed that I "would need to contact corporate." I used both listed numbers to contact corporate, ************** and **************. After being on hold for well over 10 minutes I hung up. The business has been non responsive! This is just another attempt at removing myself from their garbage list! Appreciate the assistance with this matter.

  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 filed on September 27, 2022, we understand that the removal request for Visionworks to remove your contact information from our system on

  August 2022; however it can take  60 days to be removed.  We apologize for the inconvenience this has caused. We have confirmed that all communications are turned off for the account associated with the address and email address  filed. 
  
  Please note that if you purchase glasses or make an appointment with Visionworks for an eye examination, your information will be automatically added back into the communication system, unless you specify otherwise at the time of your visit.(provide details of resolution)..
  
  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:09/26/2022

  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.

  Purchased a pair of glasses on 5/21/22. They didn't work out for me, so I returned them on 8/12/22 well within the 100 day guarantee that the company offers. I was told at the time of return that my refund of $271.00 could take ***** days. I spoke to the store manager ************************* numerous times as well as the district mgr *****. Each time I was assured they would follow up on it and I should receive the rerfund soon. ***** (district mgr) told me on 9/8 the refund **** is behind but she has asked for it to be expedited and I should receive in the next few days. It has now been 43 days and I have not received a refund. I am due $271.00 from Visionworks.

  Business Response

  Date: 09/27/2022

  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 check has been mailed out. I spoke with ****** who has confirmed receipt of the refund check.  We truly apologize the refund request has taken this loing to process. 
  
  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: 09/28/2022

  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.   Refund was finally received Sept 26.   46 days after the return transaction.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:09/26/2022

  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.

  $50.00 deductible not returned.I had glasses made at Visionworks and after three or four lens remakes, the lenses were still not correct. I told the manager that I didnt think this would be resolved and he asked if I would like my money back and I said yes. I got my Davis **************** returned but the $50.00 deductible would have to be a check and it would take two weeks. That was on Saturday, July 23, 2022, at the ****************, ** store. After not receiving a check in two weeks, I called Visionworks customer service. I was told that the refund department was understaffed, and it would take 4-6 weeks. I called customer service two more times after that. I gave them a transaction number and they saw the $50.00 refund in the transaction. I was told they would investigate why ** not getting my refund and get back to me. No one ever contacted me. As of Saturday, September 24, 2022, it has been 9 weeks and I still have not received my $50.00 deductible refund.Transaction ID: *******

  Business Response

  Date: 10/07/2022

  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 transaction #******** check issuance for the refund will be on Oct 12/22 in the amount of $50. We are truly sorry for the delay with issuing 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: 10/07/2022

  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 as long as they do send a check for the $50.00 refund.
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:09/26/2022

  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.

  On 8-31-2022 I went to VisionWorks in **************** to obtain an eye exam performed by ***********************, OD. During my visit I preferred contacts over lenses. The eye exam was performed and I order and paid for my contact lenses. I was explained that the contacts would arrive on or around 9-14-2022. In that order, I was to receive a trial pair in clear as well as my color contacts ordered. I would be contacted to try on the trial pair to ensure they fit properly and then the color lenses would be received thereafter. I never received a call from visionworks during that week so I ******, and it was confirmed my order was in. On 9-23-22 I arrived to pick up my order. I was told my trial lenses and color packs were available. I was told after waiting 30 mins - 1 hour that a follow up was needed and the lenses could not be released to me until the doctor saw me. Given my schedule, I explained I cannot come back and forth for pick up and did not trust that I would be contacted as the other customer representatives were informing customers that they are extremely short staffed. Also, I did not appreciate not being informed that this additional step needed. The manager ******** (she would not provide her last name) explained ignorantly and violently that the doctors license is on the line and she will not release the contacts. I asked for her last name and she violently explained that legally she does not have to provide it to me. I then noticed all representives displayed business cards on their desk. When I went to obtain hers she rushed over removed them all and placed them in her jacket pocket. I asked to speak with the doctor and I was told that she was busy and could not speak with me. I also asked for the manager over ******* and was told she was on vacation. I then asked for a refund and a copy of my prescription to take my business elsewhere. ******** then told me she will not release the prescription being it is not finalized by the doctor.

  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, our Territory Director has confirmed the full refund has been provided. 

  
  At Visionworks, it is our goal to provide great customer service and we welcome every opportunity to better serve our customers. There was an incident that occurred during the time of the visit per our Territory Director and Visionworks will not be able to assist ****** further. 
  
  Wed like to thank you for allowing us to assist in resolving the situation and/ or concerns.
  
  Thank You,
  
  Visionworks

• Initial Complaint

  Date:09/26/2022

  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.

  I know this complaint will probably not go anywhere but every time I visit your establishment there is always something wrong. My wife and I spent over a $1000.00 in that place and my wife goes there today 09/24/2022 and gets her contacts which are not labeled for right or left eye. The staff member when asked said I dont know, I didnt package them. Unreal first of all second, If I was there it would have been a different story. The staff there does not care due to the commission policy there. Its a joke. My wife had to go there 3 times due to something always being wrong. From the doctor who in my book needs to retire to the staff. I will not be coming back to that place, as its like a bunch of used car salesman. I spent a lot of money there and to be treated like this is very unprofessional. The products are overpriced and garbage. My wifes contacts can never fit right! The staff is very rude and dont know there jobs. Instead of gossiping, how about learning there job. I know this will not go anywhere, but you will not EVER gain my business again. I dont know what kind of place is being run there, but to me there is no oversight. I will spend my money somewhere else. DO NOT SHOP HERE!!!!!

  Business Response

  Date: 09/27/2022

  Good Morning *******,
  
  Thank you for contacting BBB in regards to your Visionworks experience. We sincerely apologize for your inconvenience. We strive to provide the highest level of customer service to our valued customers and are concerned when we do not. Can you please provide the exact location you visited and I will make sure to share your experience with our Territory Director? 

   

  Warm Regards,

  Visionworks ************* Team 

  
  

• Initial Complaint

  Date:09/26/2022

  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.

  I visited the kingston new york store on 9/8 and got an eye exam and ordered glasses. When I got the frames they were way too wide for my face (falling off). I exchanged the glasses on 9/14 for a different pair. When I received those frames they fit nothing like the pair in the store, and the whole entire lens covered my whole entire eyebrow, eye, and part of my cheek (not a good look). I came into the store on 9/24 asking for a return. They told me no manager was on to give me a return. I compromised and told them I would exchange them one final time for a pair of petite face frames (even though I DO NOT WANT AN EXCHANGE). What a coincidence they cant process the exchange! Someone needs to get back to me and tell what I can do about this. These are expensive frames, I paid $270 for c*** and I cant wear them. This is unacceptable and I want my money back. Someone needs to contact me. My phone number is ************. When you call any of these stores NO ONE ANSWERS THE ******* ****** works boasts this wonderful return policy, yet turns people away when I am WELL WITHIN THE 100 DAYS!!!

  Business Response

  Date: 10/05/2022

  Dear BBB,
  
  I thank you for apprising us of the complaint submitted by **************************************  After reviewing the details of the complaint, I have spoke with ******** to listen to her concerns. Her feedback has been escalated to our Territory Director to address with the staff. 
  
  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:09/26/2022

  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 went for my eye exam on 6/15/2022 with a doctor I never saw before. After the exam I picked out my eyeglasses. They recommended I try progressive lens. I never have before. Cost of $339. I waited the 2 weeks for my eyeglasses to arrive. Upon receiving them, I could not even see out of them, they were way too strong. I refused the glasses and they scheduled me for a recheck eye exam with a doctor I have seen in the past. 4 days later I was rechecked , received a lesser strength prescription. The glasses now were redone and I waited 2 weeks again for the corrected lens to arrive. I wore the new progressive lens but could not focus with them, so they have a 100 day no questions asked policy. I returned these and had them make just distant lens, no progressive lens. So they owe me a refund of $149 for the difference in lens price. This all happened now end of July. I was told they could NOT credit my card which I used to pay , they would have to mail me a check. I have been patiently waiting for refund. I have spoke to the then manager - ****** who actually did call me back - while I have still been waiting for my refund with no answers, ****** left and a new manager - ******** is there. I called , which by the way takes forever because the number does not go directly to the store, it takes you to a main customer service line, which you wait on hold for at least 45 mins , so I finally get thru to this new manager and he tells me he has no update information for me but will call and find out what is happening and will call me back. Fast forward - NO CALLS BACK - STILL NO REFUND. Now on 9/16/22 i see a credit for the entire amount of $339 and I was like great so I am expecting to see a new charge for $190 which would be for my refund of the $149. NOPE on 9/21/22 visionworks again charges me $339. I went to the store and spoke to ******** after never hearing back from and waiting in the store for 25 minutes for him. HE HAS NO ANSWERS for me at all.

  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 reversal was  processed due to the refund processed incorrectly on 9/16/2022 in the amount of $339.00. The original trans ***********.00 and on 10/19/22 the refund was processed for ****** back to the original payment method that was used. 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:09/19/2022

  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.

  I purchased two pairs of glasses from Visionworks 6/30/2022. After getting used to the new prescription, one pair was not working as well as the others and I returned them to the store, 7/29/2022, within their 100 day return policy window. I received confirmation via email, from the store manager, of the refund indicating that I would receive my refund within 14 business days. I still have not received my refund as of 9/19/2022. I have had multiple email correspondence with the store manager and she continues to tell me that nobody can give her an answer as to when I will receive my refund. She suggested I call customer service which I did 9/7/2022 and 9/132022. Both calls resulted in them telling me that they sent a message to the refunds department and would call me with an update. As of today, 9/19/2022, *** never received a follow up call. Ive attached a photo of the refund confirmation.

  Business Response

  Date: 09/27/2022

  Dear BBB,
  
  I thank you for apprising us of the complaint submitted by **********************************  After reviewing the details of the complaint, our *************** team has confirmed the refund in the amount of ****** was issued on 09/21/22. Check number ****** was mailed to the

  address on file. We truly apologize for the delay in 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

  
  

• Initial Complaint

  Date:09/19/2022

  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 had an eye exam done at the Visionworks office in *******, **. I was given a free trial of multifocal contact lenses. I have questions because they only partially correct my vision. I have lost count of how many times I've called and left messages and how many times I've filled out their online contact form over about three week period. I have heard nothing back from them. At this point I just want my complete records so I can go elsewhere.

  Business Response

  Date: 09/27/2022

  Dear BBB,
  
  I thank you for apprising us of the complaint submitted by  ****************************  After reviewing the details of the complaint, our Leadership has contacted **** to apologize for experience. We have been informed she had her follow up visit and is all set. We truly apologize for the inconvenience of her not being able to reach the store after multiple attempts. 
  
  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:09/19/2022

  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 went to visionworks *********** a year ago. They had a 30 day return policy but I couldnt tell if it was me or the glasses. They were progressive. No one adjusted them to my head. No one helped me pick them out. They didnt want near anyone. I couldnt take it anymore not being able to see and went to capital health. I took my glasses and my prescription. The written prescription didnt match the glasses. Both were wrong. Should have had a prism. Left off my astigmatism prescription which is the reason I havent been able to see for a year. They should refund my wasted money.

  Business Response

  Date: 09/21/2022

  Dear BBB,
  
  I thank you for apprising us of the complaint submitted by ************************  After reviewing the details of the complaint, our Territory Director has contacted ****** to apologize and has authorized a full refund. Refunds can take up to 30 days to be processed. ****** does not have to return the glasses, our Territory Director has allowed her to keep the frames. 
  
  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: 09/21/2022

  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.
  They contacted me promptly and are sending a refund which could take up to 30 days.  She said they would have refunded my money anyway, even if I had not complained with BBB.  I appreciate everyones help.  
  Regards,
  
  ***********************