Business Profile

Optical Goods

Visionworks

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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:08/11/2022
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.
On 6/29/2022, glasses were purchased - paid out of pocket not utilizing insurance from **** Glasses were picked up 7/13 and didn't fit correctly, tech adjusted hopeful that would correct. On 7/15 returned to the store with concerns of needing different pair, another adjustment was made with the recommendation to try and see if that would work. It did not. 7/26, returned to the store where I requested a new pair from "A". "A" was rude and provided no guidance, she just began processing order. I mentioned that new frames selected were $30 less than the original frame. She stated that normally they do not do price difference on remakes. I mentioned returning(refunding) original order and repurchasing the new ones. She told me they would do that when I picked up new pair. She took the original pair and finished the order. When she gave the receipt, I noticed the frames she listed was $129.95 not $99.95 so I requested her to note correct price so if she wasn't there the sales person would be aware, and she did. On 8/1, I came to pick up the new pair, I mentioned to the tech that they were to do the refund/repurchase and she put me with the **** She didn't know why I was sent to her and went to talk to her manager. She came back and said she couldn't do a refund and rebill. After much discussion, I requested to speak to her manager, which turned out to be "A", whom had handled the remake order. When confronted, she said she didn't tell me that. I showed her where she wrote correction, then, she kept changing her "stories" she supposedly said and was rude. Her final statement was that the glasses had been destroyed and that the refund/rebill couldn't be processed, that it should have happened 7/26 when the remakes were being ordered. Which she did not tell me during remake order. If I wasn't under the impression that the refund was to be handled upon pickup I would have done it during the original replacement.
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 Direct has contacted ******** to apologize for the inconvenience. Our General Manager has processed the refund difference back to the original form of payment.

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:08/09/2022
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 07/02/2022 I received an eye exam at Vison Works. One month later I still have no glasses or proper prescription.The company filled my prescription once incorrectly, only to be realized when I dropped by to pick them up around two weeks after 07/02/2022. At that time the I realized my prescription was not correct and I was unable to read anything properly. So they said they could fix everything and that my new glasses would be ready in another week, around the last week of July. On about August 3rd, 2022 I received a call from the optician saying that they can not make my glasses(bifocals) in a polycarbonate lens however they could do them in plastic. I require polycarbonate lenses because of a lazy eye and they will not make what I medically need. I believe that there is way more to this situation than they are trying to make me believe. At this time I am still without glasses and am very very frustrated, confused, and disappointed with the company and their lack of proper closer in this situation.
Business Response
Date: 08/12/2022
Dear BBB,

I thank you for apprising us of the complaint submitted by *************************. After reviewing the details of the complaint, our leadership has remade the lenses at no charge. Once the order is ready, we will notify ****. We truly apologize for his experience.

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:08/09/2022
Type:Product Issues
Status:
UnansweredMore 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 16, 2022 me and my daughter *** went to Visionworks in ***** **. I purchased glasses for myself in the amount of $79 and contacts and glasses for *** in the amount of $264.97. The contacts were $162 the brand was air option. We also have insurance. The glasses arrived but they said they had an issue processing the contacts in the warehouse so they need to refund me. It has been months and I have not received my refund or the contacts. I have made several trips and phone calls to the store and they keep pushing me away .
Initial Complaint
Date:08/09/2022
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.
place order 77/27/22 for replacement lens, was told it would be ready in 1week + i would be notified - tried calling after 8 days no answer during business hours , tried their on line track + credit card receipt i was given did not have required info - tried their automated ************* numerous times + it would not recognize my name or birthdate - wife was there on 8/422 + told they were not in but they would check status + call with results - call back never made 8/5+ 8/8, spent over 3 hours on hold w/ store + 2 hours on hold with corporate office + never answered - 8/8 had over 1 hour with online chat which was a total fiasco + finally given ref. #******* with no viable answers - worst retail experience i have ever had ! -
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 spoken with **** to apologize for ******'s experience. She has requested a call back form our General Manager who will be calling today.

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 frustration and inconvenience.

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
Complaint: 17692560

I am rejecting this response because:

Regards,

*********************************
Customer Answer
Date: 08/20/2022
Complaint: 17692560

I am rejecting this response because:

Regards,

*********************************
totally unprofessional for Visionworks to discuss my personal business with adult daughter **** who has absolutely no knowledge or dealings with my personnel affairs at all !
- total lack of normal business practices , showing complete lack of customer concerns + not even trying to improve extremely poor service !
Business Response
Date: 08/24/2022
Hello,

Our General Manager ***** has contacted ****** to address his concerns. He will be speaking with the store staff regarding the incident mentioned. We truly apologize for al of the challenges he encountered.

Warm Regards,
Visionworks Customer Care
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.

Regards,

*********************************
Initial Complaint
Date:08/09/2022
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.
On 6/13/2022 we purchased new glasses for my husband ************************* at Visionworks *************************************************************************. The glasses were picked up 2 weeks later and he was told to try to adjust to them. On 7/25/2022 we returned the glasses to the store for a refund due to their 100 day money back guarantee. I have a receipt showing that a credit of $166.96 was processed since this is the amount that I paid out of pocket for the glasses. The Mastercard transaction code on the receipt is showing Authorization code ****** for $166.96. On 7/27/2022 the amount credited to my Mastercard is only $41.30. I spoke with the corporate office on 7/28 who stated they would call me back and have not heard from anyone. I also spoke with Asia at the local store on 7/29 who stated I would be called back and have no heard from anyone. on 8/3/2022 I spoke with the manager named ******* who is now telling me it will take ***** days for my full refund to be processed. This is unacceptable as the merchandise has been returned and I am holding a receipt that shows the $166.96 was processed on 7/25/2022 with an authorization code.
Business Response
Date: 08/11/2022
Dear BBB,

I thank you for apprising us of the complaint submitted by ***************************. After reviewing the details of the complaint, I have confirmed with our Accounting Team the refund was processed on 7/25/22 in the amount of ******. Reference number that can be used for reference to her FSA ***********************. I have conveyed this information to ***************** who refuses to accepts the information to close the complaint.

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 concerns.

Thank You,

Visionworks

Customer Answer
Date: 08/15/2022
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.

Regards,

***************************
Initial Complaint
Date:08/08/2022
Type:Sales and Advertising 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 with Visionworks under VSP in Fall of 2020. I told them at that time to not contact me about glasses, appointments as this was a one time transaction. After that last year 2021 I get emails, mail, phone calls. Everytime I get an item I call and advise them to remove me from the list that they do not maintain. Last year end of the year I get a phone call that I need to make an appointment before my benefits run out. I advise them to remove me and I do not have benefits. Then April 2022 I get mail about my benefits for new glasses in the mail. I again do not have benefits. Today 08/01/2022 another email which I was told I was off the list telling me to schedule an exam and optimize my benefits which I do not have. After many calls to be removed they will not just leave someone alone
Business Response
Date: 08/31/2022
Dear BBB,
RE: Complaint ID ********
We are in receipt of your email dated 8/8/22 in regards to the above referenced complaint of Mr. ********************** We have mailed our correspondence to **************, ensuring him that he will not receive communication from Visionworks, unless he purchases glasses or makes an appointment with Visionworks, at which time his contact information will automatically be added back into our communication system.
We also reminded him that Visionworks does not employee the optometrist near our store. Should you have further questions,please let us know.

Best regards,
Visionworks
Customer Answer
Date: 08/31/2022
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.

Regards,

*********************
Initial Complaint
Date:08/05/2022
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.
Went to Visionworks in January with my son they ordered him contact lenses when I went to re-order them in July the online system at Visionworks was not working so the woman in the store at Visionworks ordered them for me they are a different brand and Ive been calling the store at least four weeks leaving a detailed message and no one has returned my call Ive also emailed Visionworks customer support line customer service and they have not returned my information so I have contact lenses which I have paid for and my son cannot wear because they change the brand that he was given in January and didnt tell me and now when you go to call it says youre calling after hours when Im clearly calling when its during business hours. They are not resolving my issue nor answering any of my phone calls or my emails and now you cannot get through on the phone line either
Business Response
Date: 08/31/2022

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 confirm her address to mail her the updated prescription.

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:08/05/2022
Type:Customer Service 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.
!!!!!@Here We go again ..VISIONWORKS IN ********************* **.....I purchased 2 pair of glasses from visionworks in January along with the insurance to cover my glasses should something happened. My lens where scratched so I decided to take then in to have them replaced. AGAINST MY BETTER JUDGEMENT AFTER MY FIRST EXPERIENCE WITH THIS STORE A lady by the name of ***** sat down with me asked me a few questions then told me I had no insurance, I advised her I did as I spent over $550 after insurance for my glasses she said no I didn't we went back and forth for a couple of minutes both getting loud in the store I asked for the manager she said I AM THE MANAGER!!! MY response was then who is your manager she said ***** and he is not here so I said I will flie a complaint with your corporate office to get my money back she said l'll give you your money back I said great...then another lady came over asked what wrong she explained while looking at the screen she asked did I buy my glasses tge day I came in I said no I purchased them 2 weeks prior she said why was she charged again ...WHAT!! I PAID FOR T H E FRAMES TWICE...KATIE BLAMED THE STORE REP ******* AND SAID THAT'S WHY she no longer works here..no I'm sorry no here's all you mone back and will order your lens after 1 hour and 45 min I got $79.98 and we will call you when we get your glasses back I let them fix them because I need my glasses but to be over charged and treated like this I WILL NEVER AGAIN
Business Response
Date: 08/16/2022
Dear BBB,

I thank you for apprising us of the complaint submitted by *******************************. After reviewing the details of the complaint, ********* has been contacted by Management and she will visit the store on Thursday for the refund requested. Our Leadership team will be addressing her instore experience.

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

Thank You,

Visionworks
Initial Complaint
Date:07/28/2022
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 April 23 of 2022 I went to Visionworks to purchase sunglasses and I paid them $549.95, plus money from my own health savings account to the amount of $124.95. They said they would have glasses ready for me in 10 days. It has now been well over three months, they said they were going to repay me the money back and reversed the charge to my insurance but that has yet to be done. I've contacted them numerous times I have recordings of them saying that they were going to refund me and restore my insurance but they've done of this.
Business Response
Date: 08/08/2022
Dear BBB,

I thank you for apprising us of the complaint submitted by *******************. After reviewing the details of the complaint, our Billing Team has confirmed the refund has been submitted and the reinstatement of his Eyemed benefits have been reinstated. I have left a voicemail providing the details. We apologize for the delay.

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: 08/11/2022
Complaint: 17635028

I am rejecting this response because:
I received a message from Visionworks via an email, and a phone message. That said they were going to reinstate my insurance and refund me my co-pay. at this time I do believe that they have reinstated my insurance however I have not received the money for my co-pay. I believe once I receive that then everything will be fine. And the only thing I would have lost is the months that Ive been waiting for this to be resolved. So whenever they decide to either send me a check or refund the card that I paid with then things will be resolved.

Regards,

*******************
Business Response
Date: 08/16/2022
Good Morning BBB,

I have confirmed with our Accounting Team that in fact the refund had not been processed for Mr. ******************** A Corporate check will be issues on 08/17/22 and will be mailed to the address on file. We truly apologize for the inconvenience. ************** has been contacted via email.

Warm Regards,
Visionworks Customer Care
Initial Complaint
Date:07/22/2022
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 lenses and frames at this store in April of 2022. Shortly after, I had to have major eye surgery which resulted in a change of prescription for one eye. I visited the store again in July to have another eye exam and bought new lenses for the frames I'd purchased at this same store just a few months prior. The store manager had me sign documents on a tablet during the purchase of the glasses, but did not explain what they were. I left the frames there to be sent off for the new lenses. When I returned to pick them up, I immediately noticed several scratches and chips on the front of the frames that were not there when I had left them. I brought this up with the store manager, who looked up a photo she said was taken prior to them being sent off. The photo she showed me was so badly lit that it made the red frames look black. I showed her several pictures I'd taken with my phone prior to dropping off the glasses, showing that they were in pristine condition before Visionworks got a hold of them. I even had a picture of the exact area where the damage now appeared. She said one of the things I had signed waived them of any responsibility for damage to the frames, even though I was never told this prior to now. The manager was typing things into a tablet and then said she didn't have a copy of that frame in store, as if there would have been a satisfactory resolution to the problem if she did. I'm not sure what she meant by that. In the three months I had the frames, they were not damaged at all and still looked brand new (and I have photos to prove as much). Visionworks had them for less than a week and, thanks to their carelessness, the glasses I paid $500 for look like they're at the end of their life, not the beginning. The damage is clearly from trying to fit the lens in the frame and would not have been done to a pair of newly purchased frames. At the very least, they should've offered to repair the frame, if possible, or replace them if not.
Business Response
Date: 07/25/2022
Dear BBB,

I thank you for apprising us of the complaint submitted by ***************************. After reviewing the details of the complaint, our Management team has contacted Ilyssa and has found a comparable Visionworks frame in replacement of the previous patient own frame.

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 inconvenience this has caused.

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

Thank You,

Visionworks
Customer Answer
Date: 07/26/2022
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,

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

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Visionworks is NOT a BBB Accredited Business.