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

  1161 Randall Park Mall North Randall, OH 44128

• 

  Visionworks

  6527 S Tamiami Trl Sarasota, FL 34231-4827

• 

  VisionWorks

  266 Yorktown Shopping Ctr Lombard, IL 60148-5526

• 

  VisionWorks

  419 Hawthorn Ctr Vernon Hills, IL 60061-1507

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:09/01/2022

  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 July 30, 2022 I went into the Visionworks store in ******************* in ***********, **. I was in town doing some shopping & went in to get my glasses adjusted. These glasses were purchased from another eye provider in April of 2021. ****** is the associate that was helping me, and she heated the frame before doing the adjustment and crazed the ** coating. The coating looks like it has cracks all through it and I am unable to see through them; this was not intentional, it was simply an accident. She took all of my information and we agreed to discuss the situation on Monday or Tuesday and that they would replace my lenses. When we spoke a few days later, they said the frame I have is discontinued; I could send the existing frame in to have the lenses replaced or pick out a new frame and receive a 50% discount and free lenses. I chose a new frame.I live near ***********, ** so that is the store that I went to and picked out my frame. I took all the information down, sent it to ******* and she ordered my new glasses. Two weeks later, I walk into the Springfield store to pick up the new glasses, and the lab made them single-vision instead of progressive. ********* with the Springfield store spoke with **** at the ************** store (managers) to get them remade, told me it would be another 2 weeks. Today, I spoke with **** (it's been 9 business days) and she informed me that per ********* the glasses I had received the first time were correct, they were progressives, and ********* should have contacted me. She did not, and still has not. I have a text from Visionworks saying (remake) Pair 2 ready. I don't know what I'm going to get when I walk into the store next. I MUST have correct glasses to see -- this is affecting my health and is completely ridiculous how they are handling a situation that they created in the first place.

  Business Response

  Date: 09/02/2022

  Dear BBB,
  
  I thank you for apprising us of the complaint submitted by ********************  After reviewing the details of the complaint, I have contacted *** to apologize for her experience and to let her know her reorder is ready for pick up. I explained the lens features are progressive, with the digital SmartScreen. 
  
  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: 09/15/2022

  Better Business Bureau:
   

  Visionworks has resolved the issue, and I am happy with the resolution. 

  
  Regards,
  
  *******************

• Initial Complaint

  Date:08/31/2022

  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.

  On08/13/22 I went into VISIONWORKS @ ************** ****** ******* for an eye exam and eye glasses. I was told they would be ready in 10 days. Today is 08/31/22 and no contact from vision works. I went by the store on 08/29/22 and there is a sign on the door saying sorry closed for training . There were sticky notes on the door from delivery company trying to make deliveries. I called the store where I done my eye exam today and no answer no way to leave a message. I called another store located in *********** ******* and they to are closed I attempted to call corporate and was on the phone for 1 hour 13 minutes with no answer. These people used my insurance took my money and I have not heard from them since and I have no glasses. And because the processed my insurance I can NOT use my insurance at another place to get glasses for another 12 months. What the heck!

  Business Response

  Date: 09/02/2022

  Dear BBB,
  
  I thank you for apprising us of the complaint submitted by ******************************  After reviewing the details of the complaint, our Leadership has confirmed ***** was in the office today. Our leadership team explained they were converting their system and apologized for her inconvenience. *****'s glasses had to be remade due to the script being strong. The store team has placed a rush on her order and will notify her when they arrive.

  
  
  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: 09/06/2022

  Complaint: 17807334
  
  I am rejecting this response because:
  when I went into the store after driving by it for days trying to get in touch with someone about my glasses they told me they had tried one time to call me and i stated if they had and there was no answer why wasn't a message left which there was no reply to. then he retrieves my new glasses and i ordered the progressive lenses and could not see out of one half of the lense which to my amazement he takes them from me tells me they just need to be cleaned which did nothing for the problem then he try to demand i take the glasses home and try to get use to them for a couple of weeks. which I replied no sir to because i should have been able to see out of both halves of the lenses immediately. to this replied why was i being so difficult about this.  After spending the better part of an hour there another person looks at the presciption and determines my script was put in wrong and instead of having progressive lenses i had a very expensive pair of reading glasses.  To which he replied he would send them back to have new lenses made. when i asked about how long it would take he looks at me and replies I don't have a clue and then walked off into the back. 
  Regards,
  
  *****************************

  Business Response

  Date: 09/20/2022

  Dear BBB,
  
  Our Territory Director has left several messages  for ***** and have not received a callback.

   

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

  
  
  
  Thank You,
  
  Visionworks

• Initial Complaint

  Date:08/30/2022

  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 July 9th my wife had an eye exam and purchased a pair of glasses; we were told the glasses would be ready in 2 weeks with a "promise guarantee date" of July 23rd. On July 23rd we went in to the store only to find the glasses were not ready; nobody called us to inform us or explain why. They did not know when they would be ready but assured us they would call when they came in. A week went by without hearing anything so we decided to check the order status online, only to find that the glasses were and had been ready and sitting at the store without us ever being notified. We went the next day to pick them up. After being given the glasses, we were told if we wanted to have them fitted to her face, she would need to go to a different location. She tried using the glasses for a week but it became apparent the prescription was wrong and they were hurting her eyes; we took them in on July 30th to request a refund. They advised that they would take the glasses back that day and when the manager was in they would have them process a refund and then call us to inform it was done. They refused to refund the eye exam even though it was not correct. After 5 days I called to follow-up on the status of the refund and was left a message telling me they were still waiting for the manager to get around to it but that they would call me when it was done. This was August 5th. There was complete radio silence after. I called once a week to no response until August 18th when I was told the refund was done back on the 11th and it would be 14 days for my money to show back up. Nothing. I called again today, August 30th, and they insist they already refunded me the money even though it isn't in my bank account and my insurance provider has not received any notice of refund. They are now telling me it could take 90+ days; my wife needs new glasses and cannot use her benefit until this completes; 90+ days could push us into next year when benefits reset anyway.

  Business Response

  Date: 09/20/2022

  Dear BBB,
  
  I thank you for apprising us of the complaint submitted by **************************  After reviewing the details of the complaint, I have contacted ******* to advise the refund for ****** was processed on 9/14/22 back to the original credit card. We truly apologize for the delay with settling 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:08/30/2022

  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.

  My initial visit to the in store location was approximately late Spring of 2021. I went in to get a contact lens eye exam, new glasses, and contact lenses. On my initial visit, the office assistant girl was clearly making mistakes and talking to me about her uncomfortable personal issues. I stressed needing to get everything right as I was about to move cross country to *** and Manhattan has no VisionWorks locations. The issue is my glasses. I was not able to try them on in store due to Covid restrictions. When I put them on at home, things were grossly wrong. I had a literally 3D effect when looking at my phone. It made me very dizzy. I called, got that same office assistant, and she told me I just needed an adjustment period and I would be fine. So I moved to ********. Still had issues. Ended up calling back, the girl was rude. I had to call THREE times and get put on hold until finally getting in touch with *****, their manager. ***** was polite and told me he would try to resolve this. And while we are at it, he offered to use up ALL my vision insurance money for the year to order me contact lenses. The contact lenses never arrived. I spent a week of follow up with their delivery service, *****, and ultimately Visionworks district manager called me on the phone. This district manager never followed up with me after claiming she would try to get claim to get me my money or contacts. No resolution. Now, in July of this year, I finally went out of pocket to get contact lenses & an exam here in ********. The doctor here saw my glasses and informed me they were very wrong. Off by 10mm in alignment and off by a massive amount on the r/x strength. I contacted VisionWorks support again over two weeks ago now. They claimed they would get their district manager to contact me. I told them I would contact BBB if not. I want a full refund for these bad glasses. I have had no follow up. They have repeatedly ignored me. I want my money.

  Business Response

  Date: 09/23/2022

  Dear BBB,
  
  I thank you for apprising us of the complaint submitted by **********************  After reviewing the details of the complaint, our Territory Director has authorized a refund in the amount of ******. Transaction number is *******. Please allow up to 30 days for processing.  We truly apologize for the inconvenience this has caused.

  
  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:08/29/2022

  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 was dissatisfied with my purchase which took place in late April of 2022.On 07/09/22 I went back to the location of purchase in order to receive a full refund as was advertised on the Visionworks website.After an hour, a woman approached me and asked if she could help. I explained that I was here to initiate a refund. She replied with, "Oh well you're going to be waiting awhile." The same woman finally managed to work her way around to helping me. I informed her that I was dissatisfied with my experience and I would like them to honor their claim of a full refund from 100 days of purchase. Unfortunately, she was unaware of the store policy and stated that I would only be able to receive a full refund after 30 days from the date of purchase and any time after said 30 days, I would only be entitled to an exchange for credit.After I pulled out my phone and showed her the terms as listed on the Visionworks website, she told me to have a seat. AND THEN SHE WENT ON BREAK. Unreal.....Eventually a store associate took down my info.I called on August 1st 2022 and was told that my refund was "in the works" and I would receive a paper check but it typically takes 1 month for the process to take place.**/11/22 no refund, call, 40 min on hold, case created, no return call.**/19/22 I'm being ignored, no call back.I place a phone call, 40 minutes on hold, only to find that there is 0 record of my call from **/11/22.**** created, AGAIN, at which point I received a support ticket #**/25/2022 Still being ignored, no refund, 1.5 hours on hold. I was then informed that they were "switching over their systems at the time of my refund request" on 07/09/2022 and were backlogged because they had to "manually review" every refund that took place since early July of 2022. I was told it would take 2- 3 more weeks to receive my refund.Imagine treating people like this.Imagine if I operated MY BUSINESS like this.Pathetic customer service from top to bottom...

  Business Response

  Date: 09/02/2022

  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 8/29/22. I have left a message for ***** letting him know the refund status. 
  
  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: 09/02/2022

  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:08/29/2022

  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 have called, online chatted and emailed this business since Monday to obtain a copy of my contacts prescription. Despite claims that they would email it, I never received it. This is a healthcare facility and unacceptable.

  Business Response

  Date: 09/08/2022

  Dear BBB,

  
  I thank you for apprising us of the complaint submitted by ***********; ******  After reviewing the details of the complaint, I have sent an email on 09/02/22  to ****** attempting to collect more information. I have not received a response from her via email as of today. I am requesting the exact location and dob so I can assist with 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 concerns.
  
  Thank You,
  
  Visionworks

  Customer Answer

  Date: 09/08/2022

  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:08/25/2022

  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.

  Friday August 5, 2022- ongoing. I have made SEVERAL attempts to find a resolution to the terrible customer service I received from this company. I spoke to the "live" chat, which is just a bot. I tried unsuccessfully to call the ******* branch on Saturday 8/5, those calls rerouted me to the customer service number which tried to reroute me back to the "faster" live chat route. When I was finally able to speak to a manager at a different branch she told me she would refer my problem to the district manager, who has yet to contact me. I submitted a complaint on ******** They told me to email their customer service. I have received no response yet. There is virtually NO higher up person in this corporation that is invested in providing customer service to people who have higher complaints. It's almost seems like corporate has an "if we ignore all of these complaints and don't address them, they'll go away" mentality and that is unacceptable.

  Customer Answer

  Date: 08/10/2022

  It has been 5 days since I originally requested customer service from ******************** (initially on 8/5/22).  *****, the district manager of ********* was supposed to call me by end of day on Tuesday 8/4/22.  I have sent two emails to ************************************** (at their request after I tweeted them and left a yelp reveiw), with no response.  I have an open Chat ticket with them, in which I was supposed to get a response within 48 hours from 8/5/22, and have received no communication from that yet.  Overall, I have yet to communicate with anyone in customer service, outside of retail locations.  The resolution I would like is to have someone in customer service from corporate, reach out to me.

  Outside of the that, the greater issue that I have with VisionWorks is their choice to remove labs from their branches thus making it so glasses need to be sent out to have lenses changed.  When we went to VisionWorks we were told this, and the choices that we were given were to purchase new frames (I had just purchased frames in March) so that they could be sent out and have the lenses fit in them, or we could send my daughters current pair of glasses out for 2 weeks while they replaced the lenses in them, or we could take our business elsewhere.  When I asked to speak to a manager about this situation, I was told that the manager was out.  I asked to speak to an interim manager and was told that one didn't show up to their branch that day.  When I asked to have the Manager reach out to me when she was back *(the next day), she did not and I was unable to have this resolved until I went into the branch the following day to speak with her.  I also spoke with a manager at different location 8/6/22 to try to get information for the ********* *********** manager, and she told me she would contact *****, and he should be able to address this by end of day Tuesday 8/9/22.  I spoke with the "live" chat 8/5/22, and that was futile, and just routed me to speak with the number for the branch location nearest me.  When I called that number repeatedly 8/6/22 it routed me to the customer service number where there was also no answer.

  The manager in ******* resolved my complaint of the issue with the glasses, but the customer service (lack of) that I have received and has barely been addressed within VisionWorks is why I am filing a complaint.  It shouldn't take days to be able to communicate with customer service when so many are options are offered.  None of them actually have worked to communicate though, and that is why I'd like to have VisionWorks ************************** be in touch with me.

  Business Response

  Date: 09/13/2022

  Dear BBB,
  
  I thank you for apprising us of the complaint submitted by ***** ***.  After reviewing the details of the complaint, our Area Manger has reached out to address her concerns and will be addressing the feedback with our Store staff. We truly apologize for the inconvenience and frustration. 
  
  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:08/18/2022

  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 June 15th my husband (*********************) and I had an utterly horrible experience at the Visionworks location in *************. There were so many issues during our visit I was literally shocked how any kind of medical practice could function the way it did. I reached out to corporate support about the visit about how we were treated, how during the exam they were going over ANOTHER patients prescription with me, the complete disregard of the associate helping us, ****. How I was billed the wrong amount after telling him how I know I only owe $10 but he still charged me $90, and how I literally had to call my insurance and tell them to call, which they did and had to process a refund that I then had to wait for. When I contacted corporate support, I spoke to someone named ********, her phone number is: ************. She told me she would take care of my husbands $10 copay, and when I called back to order contacts **** argued with me for another 15 minutes over the $10. After that was settled, ******** told me to call her after we had the time to try our new RX and she would arrange to have 2 free boxes of contacts mailed to each of us. I have called her back twice now and left messages and have not heard back since my last call to her on 8/10/22

  Business Response

  Date: 08/22/2022

  Dear BBB,
  
  I thank you for apprising us of the complaint submitted by ************************  After reviewing the details of the complaint, our Leadership has attempted to reach out to ***** to advise the contacts will be sent to the address on file. We truly apologize for the delay and 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: 08/25/2022

  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.
  

  ******** was in touch with me and I have received the contracts as promised. 
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:08/15/2022

  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.

  I had an eye exam on July 1st, 2022. Because my prescription changed, I ordered a new pair of glasses. They told me that in two weeks I was going to receive my glasses and that they would contact me when they got them or if something had gone wrong. An entire month goes by and I dont hear anything. I check the email they sent me about checking on my order status online and I see it has been delayed. No explanation as why it is. I then attempt to call the store directly but it is impossible to reach them over the phone or online. When I tried calling, Id get the larger Visionworks customer service which I had to wait on average 1/2 hour on hold for, and they tried to contact the store but could not, so they told me that they sent them a message about my situation. This was roughly late July. Nothing happened so I called back the next week. I got the same answer that they couldnt be reached (I called both times during business hours) and that they would leave a message. So I decided to go back in the store In person, and when I did they told me that I would receive my glasses by the end of the week. Two weeks pass and I received no calls/emails about my glasses so I decided to go back in today (8/12/22) and the employee told me that they dont have them, they dont know why theyre delayed. After that I asked for a refund and said it was granted, but I asked if I could file a formal complaint to Visionworks corporate about this and the employee gave me a business card with zero information on it. No phone number, email or website. Visionworks is a very poorly run business and is not communicative at all, and my experience has been beyond intolerable. I understand that the pandemic has slowed supply chains, but I received no information whatsoever about my order and I had to pry it out of them any information about it. Even though I eventually got a refund, this is not a business that can be trusted, and I feel that I was wronged in the process.

  Business Response

  Date: 08/19/2022

  Dear BBB,
  
  I thank you for apprising us of the complaint submitted by *************************. After reviewing the details of the complaint, our Leadership team has contacted ****** to apologize for his experience and will address the in store experience with our store 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:08/15/2022

  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 get a contact eye exam and fitting on 7/25/22. Since my prescription doesnt change, they said that they owed me a trial pair of contacts. My exam was covered by my insurance, however the fitting was paid out of pocket (by I firmly get a fitting because my perscription stayed the same, hence them ordering my trial pair). We are now at 8/9/22 and no one from this company has called to give me a status on my contact order. I called at 9a. I could not get through. Called again and again and again and finally got through to someone only to be placed on hold upwards of 20 mins and ultimately to get hung up on. I called again, couldnt get through. Let a message. Went on the online chat and they couldnt help me. Called all day. Finally got through to someone around 2p. I spoke with a representative and asked for a supervisor because Id called twice and had gotten put on hold only to be hung up on. The supervisor comes on and checks my order. The contacts have not arrived, they are on back order. I asked for refund for my fitting since they firmly give me contacts. My contacts were supposed to be there and they are not and now I am stuck waiting for a trial pair of contacts and I didnt wish to wait any longer but the supervisor said all sales are final. What an inconvenience and how unprofessional of this company to first of all not even extend a courtesy call in advance to let me know that my order was delayed. But then to have them tell me theres NOTHING at all they can do about it. Ive patronized this company for many years and I stopped due to the poor customer service and not having the price match for contacts anymore. I figured Id give them another shot and boy did they disappoint highly. Will not be recommending this company to anyone ever. This is absolutely disheartening.

  Business Response

  Date: 08/19/2022

  Dear BBB,
  
  I thank you for apprising us of the complaint submitted by *********************. After reviewing the details of the complaint, our Territory Director has left a message stating trials will be provided. We apologize for her experience and inconvenience. Unfortunately Doctors service has been rendered and are non refundable. 
  
  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: 08/19/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have been contacted by their territorial supervisor, which stated that she would reach out to the branch to order the correct contacts. Although, I will never visit this establishment again nor will I be referring anyone here due to my unsatisfactory experience(s), I find that this resolution is satisfactory to me.
  
  Regards,
  
  *********************

  Customer Answer

  Date: 09/06/2022

  Complaint: 17696857
  
  I am rejecting this response because:

  I visited the visionworks location in ******* on 7/25/22. They were supposed To order me a pair of Biofinity toric trials since my contact prescription had not changed and they owed me a pair for my fitting. More than 10 days passed and I had not heard from the company. I called, couldnt get through. When I finally did, I was placed on hold for upwards of 20 minutes and hung up on. This went on all day. Finally got through in the evening before closing and someone came on the phone and said that the trial pair of contacts were on back order so Id have to wait. I told them to escalate this to their supervisor. The supervisor called next day with the resolution of ordering my trial pair of contacts (a 3 month supply) I made sure to stipulate that they shoos be biofinity toric, which is on my prescription, she said yes they will be. I went to pick them up and attached is what I recieved. Not ordered contacts but 6 pair of trial contacts that they obviously had on hand in the store. Furthermore, they were their store brand and not the biofinity toric promised to me at my initial checkout. ****, whos title is the district overseer of visionworks ** called regarding my complaint. I told her someone had called to resolve the issue but when I picked my contacts up they were trials from the store and not the brand that is on my prescription. She said that she would give them a call to order the correct ones and if I didnt hear anything back from the store Im 10 days for pickup, to give her a call back. Will I never heard anything and have given **** numerous calls and left 3 messages and have never gotten a response from her or her company regarding resolving this ongoing issue that shouldnt have been in the first place. The company couldve very well given me my trial pair of contacts at the store when they checked me out. I paid for a contract footing that I never received. Attached is my receipt of payment, prescription and wrong contacts that were given. Ridiculou

  Finish the job; Exchange
  
  Regards,
  
  *********************

  Business Response

  Date: 09/13/2022

  Dear BBB,

   

  Our Doctors examine patients for contacts which include a contact lens fitting. The prescription was finalized same day. We donot offer trial lenses when the prescription is finalized the same day; however our General Manager ordered her lenses to compensate. The name brand is not available in trial lenses therefor the same lens in a trial brand was ordered.  We truly apologize for her inconvenience. 

   

  Warm Regards,

  Visionworks
  

  Customer Answer

  Date: 09/14/2022

  Complaint: 17696857
  
  I am rejecting this response because:
  These are all lies. You do offer trial lenses in the brand that i requested and that is also on my initial prescription. Your store supervisor assured me that what was ordered were the brand that was requested, if they were unavailable, she of all people would know. Your company is laughable in regard to your poor customer service. Your company is not at all sorry for my inconvenience. The territory manager lied to me and BBB about extending me a resolution. once i accepted, you guys have yet to get back in contact with me regarding the correction to the order as promised. I'm deeply appalled at how your company can blatantly lie like this.
  Regards,
  
  *********************