We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Optical Goods

Visionworks

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Optical Goods.

Complaints

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

Find a Location

Visionworks has 540 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 386 total complaints in the last 3 years.
    • 67 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/15/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      Hey folks,I visited ************************************ on December 26 at 3pm. I went there b/c they are doing "buy one get second frame free" promotion. I was told that promotion is only applied to customer whom purchased frames without using insurance coverage which I was not informed. It is not fair that promotion is available for who is not using insurance. Either way whether customers pay out of their pocket, or utilities insurance Visionworks get the money right out of it, right? Promtion can not discriminate customers using insurance coverage differently since Visionworks get paid through my insurance company. And, I paid my copay as well.

      Business Response

      Date: 01/16/2025

      Dear BBB,

      I thank you for apprising us of the complaint submitted by Won *****.  After reviewing the details of the complaint, our website provides details of our current promotions on the Offers page. Additionally, our website lists FAQs that state insurance orders do not qualify for our retail promotion. However, if someone is using insurance for purchasing glasses or contacts and would like an additional pair of glasses we do offer a discount on any additional pair of glasses that are not covered by insurance benefits. We did attempt reaching out to Won and left a message but at this time have not heard back.


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

      Thank You,
      Visionworks

    • Initial Complaint

      Date:01/02/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 appointment on 1/30/24 for an eye appointment that was scheduled for 8:00 am. Prior to the appointment I had went on the website to view the glasses that were in the in my insurance price rage, the glasses were under the price that I was allotted for frames of ******. The frames were priced in the store for ******. I was told that you cannot price match or can you plan an order online and use your vision insurance. No where on the website does this inform customers of this policy, there were 2 ladies that were working that morning 1 of the ladies were very helpful even though she has not been in the position long, the other lady needs more customer service training, She advised that I order the glasses from Zeelool if I wanted to place an order with them I would have ordered with them, The website needs to be updated so that consumer will know the rules of your company

      Business Response

      Date: 01/02/2025

      Dear BBB,

      I thank you for apprising us of the complaint submitted by ******** ****. After reviewing the details of the complaint, our website does offer a 40% off promotion. Details about the current promotions can be located on our Offers page on our website. The 40% off promotion shows that this promotion is valid on complete pair orders and can't be combined with insurance or other offers. Complete pair is frame and prescription lenses as frame only will not qualify. The promotion details on the Offers page also states this promotion is online only.

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

      Thank You,
      Visionworks

    • Initial Complaint

      Date:01/02/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Placed order for glasses x 2 in November. Prescription was wrong and I had to go back. They redid the pair and they were given to me with tons of specs all over the lenses. I had to scrub these off with soap. Once scrubbed, lenses are inferior quality and reflect light in the strangest way. Ive never looked through a pair of lenses so awful. The other pair is still crooked and doesnt open correctly. I spent a lot of money on these and need them fixed ASAP without any cost to me. The company offers a 100 day guarantee but no one will pick up the phone at ************** in ***********. Its been this way for years. They just dont pick it up. Ive left message with the answering service that they never got apparently. Never called to tell me My second pair was ready either. Its 100% unacceptable for this business to not answer the phone or call patients back. I need the lenses fixed now.

      Business Response

      Date: 01/13/2025

      Dear BBB,

      I thank you for apprising us of the complaint submitted by ****** *****.  After reviewing the details of the complaint, a member of management has spoken to ****** in store and an exam has been scheduled with a doctor for recheck..

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

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

      Thank You,
      Visionworks

      Customer Answer

      Date: 01/13/2025

      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:12/09/2024

      Type:Product Issues
      Status:
      Resolved
      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 am currently sitting at Visionworks in *************. I am being told that they are not able to refund my eye exam for the glasses I am not able to see out of that I ordered through them. They told me I can schedule another eye appointment but I do not want to do that. I have no insurance and this is being paid for out of pocket. They have tried to contact another manager who still has not contacted them back. I indicated that I will sit here until someone contacts them back. I don't understand why this should be an issue if someone can't see out of the glasses they ordered. they will not let do a reexam today either. They are willing to refund the eyeglasses but not the eye exam. The eye exam is ***** and glasses ******

      Business Response

      Date: 12/09/2024

      Dear BBB,

      I thank you for apprising us of the complaint submitted by ****** ****.  After reviewing the details of the complaint, a member of management has reached out to ****** and a refund was provided for the eye exam.

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

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

      Thank You,
      Visionworks

      Customer Answer

      Date: 12/10/2024

      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:11/21/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 the eye doctor in October to get new glasses. The salesperson failed to inform me that my lenses would but be good for the frames I picked, I paid 200 dollars on these glasses. They ended up falling apart in 3 days so I asked for new glasses, as provided under their 100-day satisfaction policy. This was early November. I have not received my glasses, no one can contact their lab for information, and their managers are all telling me different things about if/when my glasses would be available. They do not answer the phone and Im usually directed to the customer service center, who has absolutely no idea who I am or what theyre doing either.

      Business Response

      Date: 12/03/2024

      Dear BBB,

      I thank you for apprising us of the complaint submitted by ********* ******.  After reviewing the details of the complaint, we have confirmed that the glasses arrived in store and ********* was notified when they were ready to be picked up.

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

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

      Thank You,
      Visionworks

    • Initial Complaint

      Date:11/15/2024

      Type:Product Issues
      Status:
      Answered
      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 made a purchase in August 2024 using gift cards. I have not had any success by calling the store I made the purchase from nor people who I spoke with from a main office on a refund. I have been getting the run around for 2 months now. Vision works said they refunded the gift card company, the gift card company keeps telling me to contact vision works. Its like I keep getting shuffled by people telling me they dont know where to get my $300. Refund back. By the way, I still need glasses..

      Business Response

      Date: 11/15/2024

      Dear BBB,

      I thank you for apprising us of the complaint submitted by ******* *******.  After reviewing the details of the complaint, we have spoken to ******* and and confirmed with our processor that the refunds all successfully returned to cards originally used at the time of purchase. ******* was provided reference numbers for each of the refunds along with contact information for the gift card company so that she may follow up with the card company regarding the funds.  Please let us know if any information is needed regarding the refunds.

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

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

      Thank You,
      Visionworks

    • Initial Complaint

      Date:11/04/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Yes I spoke to an lady two weeks ago. She stated she called the insurance respectfully got everything done and said she would help me. I believed her. Yet when I call this store no one answers. And others will state they don't know what I am speaking of. May I get some help please for repair of glasses mine isissing or.lost thanks. Or I will have to stop working with PTO if I can't get any assistance thanks.

      Business Response

      Date: 11/15/2024

      Dear BBB,

      I thank you for apprising us of the complaint submitted by ******** ********.  After reviewing the details of the complaint, several attempts were made to contact ******** including calls on 11/4, 11/5, 11/13, 11/14, and 11/15. At this time we have not heard back.

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

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

      Thank You,
      Visionworks

    • Initial Complaint

      Date:09/30/2024

      Type:Delivery Issues
      Status:
      Answered
      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.
      They never placed my contact order, I followed up with them multiple times and I was told the contacts will get to my house within 7 days max. Now it has been 17 days since I paid and place my order of my contacts, I called and they said they couldnt find it in the system (they never placed it) and then they blamed the company that delivers the contacts and said they had a problem the same day my order was placed. I paid and placed my order since 9/16 because they also messed up and NEVER ordered my trials for my contact lenses, I had to follow up on that multiple times over the phone and in person. I have explained the girl this has been an ongoing issue and over 2 months since my eye exam and because they have take so long with all of it I was running out of my contacts which I use EVERYDAY. And everything has been a headache since the beginning since the trials for my contacts to now even receiving contacts, I have wear contacts/ glasses for 14 years and never seen such a POOR service and poor customer service, they dont even know how to place an order, making me waist time from work, they told me they will have trials meanwhile Ill get the contacts and when I showed up they did not have the trials either making me wait over an hour during my lunch hours and they did not know what was going on I had to explain my problem to different people and they all seem lost

      Business Response

      Date: 10/03/2024

      Dear BBB,

      I thank you for apprising us of the complaint submitted by ********* *******.  After reviewing the details of the complaint, a member of management has reached out to provide update on order and a refund of $166.00 was provided 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 ********* for allowing us to assist in resolving the situation and/ or concerns.

      Thank You,
      Visionworks


    • Initial Complaint

      Date:09/23/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 into visionworks in April of 2022 to purchase glasses. I had an eye exam and I did not like the glasses I received. I told them within a few months of the purchase that I was not pleased with the glasses and they did some adjustments, but I still did not wear the frames. I contacted them again possibly a few months after that in order to receive my medical record and I was told that I had to go in person to get it. I went into a visionworks near me and they told me I had to go into the actual one I had the exam at. In between that time my mother was ill and I kind of put it on hold for awhile because I was tired of being bounced around for my record. I contacted them again in May of 2024 and I was told that I could not get my record. This time I called the franchise I had my exam done at and the person that answered the phone questioned me about why I wanted my record. I reluctantly told him that I no longer had insurance and I had been wearing a prescription from 5 years before because I did not like the glasses I received from visionworks. He told me I could not have my record because he was not going to facilitate me purchasing glasses from somewhere else. I ended the conversation at that point. This brings me to today because at this point it, it's not about the glasses. It's about I am legally able to request and receive my medical record. It's illegal to refuse me.

      Business Response

      Date: 09/27/2024

      Dear BBB,

      I thank you for apprising us of the complaint submitted by ******** *****.  After reviewing the details of the complaint, a member of management has reached out to Veronika and arrangements were made for Veronika to receive a copy her records.

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

      Thank You,
      Visionworks

      Customer Answer

      Date: 09/27/2024

      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:09/23/2024

      Type:Product Issues
      Status:
      Resolved
      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 August 20, 2024, I went for my yearly checkup and bought two pair of prescription glasses, valued around 1000 dollar on the total purchase. Unfortunately, one of the lenses fell out after the very first-time use. I went back with a repair request. Two days later I could pick the glasses up, but again the one lens fell out again, requiring another repair. Upon arrival at the store, I was assisted by a young individual that I had never seen before but identified herself as the manager of the store. She seemed a bit agitated by my repair or replacement request and refused to honor the warranty. She suddenly accused me that I bend the frame on purposely which waved the right for repair or replacement. Upon my denial that the frame was bend by my usage, her accusation became even more bizarre as she started claiming that I never bought these glasses at their store. This fabricated accusation induced aggravation on my demeanor as I did not wish to be treated this rudely after being a loyal customer for over 5 years, and for sure do not except to be accused of lying. The lady told me I should leave and even threatened that she would call the police if I did not leave. I have left the store and filed a complained with the Visionworks corporate office. Three days later I received a call from someone who identified himself as being the regional manager telling me that I could go to another store, 40 miles away, to have the glasses repaired or I could drop them off at that location for reimbursement. I have not agreed to that offer as it seems that the regional manager didnt seem to be interested in resolving the very root of the problem. I have offered him that he has someone at the ********* location repair these glasses or simply reimburse me for the broken glasses. He said he would be in touch but I have never heard back from him, nor anyone else from Visionworks, to offer an appropriate resolution.

      Business Response

      Date: 09/27/2024

      Dear BBB,

      I thank you for apprising us of the complaint submitted by *******************  After reviewing the details of the complaint, management has reached out to ****** Glasses are being remade and when complete will be mailed to ****** 

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

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

      Thank You,
      Visionworks

      Customer Answer

      Date: 09/27/2024

      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,

      Frits Van ********

    Visionworks is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.