Business Profile

Optical Goods

Visionworks

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

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

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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.

Initial Complaint
Date:09/23/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello I purchased glasses from ************ on June 13, 2024. I have had these glasses adjusted numerous times during this time. Weekly at a minimum. The adjustments dont remain intact within a few days they are back causing problems. I feel like the frame is sturdy but then they start digging into my skin causing tension at my pressure points and I am a sinus suffer. I end up wearing my older frames for relief most times until I can get them readjusted. I went to the store this past weekend and was told that I was days from the 100-day deadline for other consideration. I was hoping for ***** with this frame as I cant wear these glasses without pain. I have the warranty but dont want to order the same frame as that would be wasted efforts. I need something that will allow me to wear the frame daily as intended.
Business Response
Date: 09/23/2024
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 and invited ******* in for a one time courtesy exchange.

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: 09/24/2024
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. I appreciate Vision Works for accommodating my request so quickly. It is truly appreciated.

Regards,

******* *********
Initial Complaint
Date:09/09/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a pair of glasses on August 17th, 2024. I returned them on September 3rd, they are now waiting to reinstate my benefits for 14 days, though what they need to do is send back the check to eyemed insurance. I want my benefits back to get glasses elsewhere.
Business Response
Date: 09/09/2024
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 he has confirmed that his benefits have been reinstated by his insurance provider.

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: 09/09/2024
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:09/03/2024
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 contacted this place because I was in need of a pair of glasses. My glasses are broken in half I asked before my appointment Did they accept my insurance They said yes and I schedule an appointment for August 10 at 11:15 AM when I walked into the place, it was two people sitting there who did not open their mouth. I said, good morning my name *********************** and that I had an appointment with them and I asked did they accept my insurance and I was informed from the gentleman sitting behind the desk that yes, my insurance was excepted here, so I proceeded with the appointment and finally after being taken back to have the eye exam I was informed that I had to pay a $35 co-pay because my insurance didnt cover the eye exam which I didnt understand but I said OK and I paid the $35 After the examination, I asked the doctor what frames would my insurance cover? The doctor said talk to the receptionist, the receptionist, then informs me that my insurance does not cover for me to have any glasses made at their facility it would cost me hundreds of dollars for them to make me a pair of glasses that my insurance provider , ********** would not cover the examination or any glasses because I was progressive and needed a bifocal and I can understand why would you tell me that you accepted my insurance but then after we get started, my insurance isnt covered which I called my insurance provider later and found out that in fact, I was covered and in net work that I was not required to pay a $35 co-pay And I would like my $35 back because these people tried to cheat me and I still have to get a pair of glasses from someplace else because they did not make any for me and I dont want to have the job finished with them.
Business Response
Date: 09/11/2024
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. Billing was discussed and a refund of $35.00 is being processed.

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:08/26/2024
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.
In April I visited Visionworks for an eye appointment for glasses and contacts. I have been trying to get my contact prescription and been given the run around. Without the prescription for my contacts I have been unable to order new contacts and I need them. I would like to get my prescription so that I can order new contacts.
Business Response
Date: 08/28/2024
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 and ****** has been provided a copy of her 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 ****** for allowing us to assist in resolving the situation and/ or concerns.

Thank You,
Visionworks
Initial Complaint
Date:08/26/2024
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.
August 25, 2024 checked on website for vision works location ********************************************************* nc to confirm it was open hours 9 to 4 on Sunday and website says it's now open on sunday. Drove to location it is closed. This just reinforced to me not to use any vision works location. They can't be trusted. I will be going to coatco for my glasses.
Business Response
Date: 08/27/2024
Dear BBB,

I thank you for apprising us of the complaint submitted by ***************************. After reviewing the details of the complaint, we have reached out to ******** and will be addressing with our management team.

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:08/23/2024
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.
My husband and I had an eye doctor appointment today, 8/22/2024 with visionworks in oneonta ny that I made over a month ago. I spoke with a person to make the appointment, did not make it online. We live an hour and 20 minutes from this office. Upon arrival for our *** visit" I was informed that our visits were telehealth and no doctor was there today. Had I known this I never would have agreed to the appointment. Why would I want a doctor visit of any kind when no actual ** is there. So after and hour and ****************** both directions and a quarter of a tank of gas I'm pretty upset about the whole thing. Perhaps I'm just letting off steam but I really feel like I was mislead. And I really feel like i should be reimbursed by this company for my time and my gas. And if nothing else they should be informed that this misleading practice should stop. This was truely a major inconvenience for 2 old people on a fixed income. We walked outcandvi will never deal with visionworks again. ANYWHERE!
Business Response
Date: 08/29/2024
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 speak to ***. Management is sending an accessory kit for the inconvenience as well as offered to have *** come back in for an in-person visit.
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: 08/29/2024
Complaint: 22182333

I am rejecting this response because:

Regards,

*****************
Customer Answer
Date: 08/29/2024
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:08/22/2024
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.
In May of 2024 I went to vision works to have an eye exam and get glasses.The glasses were to strong so they rechecked my eyes and supposedly sent the glasses off to be remade but when I got them back they were the same as before.The company has a ****************************************************** about July 22nd 2024 I returned them.I was told the benefits would be put back on my insurance so that I could go elsewhere. Today I called my insurance company and they still have not refunded the insurance company even though they have the glasses back.I do not want anyone from the *************** works contacting me directly I was treated rudely by some of them before and have nothing to say to them now.The associate who I did the refund with was a woman named *****.The reason why I had them so long is because every time me or a family member would take them in there to return them they would keep telling me I had to get used to them.The glasses were returned in pristine condition because I never wore them.They accepted them back but have not released the money.
Business Response
Date: 08/30/2024
Dear BBB,

I thank you for apprising us of the complaint submitted by ****** ****. After reviewing the details of the complaint, a member of upper management has attempted reaching out to ****** several times including August 26th, 27th, and 30th and a message has been left. We are waiting for ****** to return our call so we can continue to assist.
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: 09/05/2024
Complaint: 22175818

I am rejecting this response because:
I read the response from the company,if they have reached out to me as they said I cannot tell ****** phone is not working at this time,I can do text messaging sometimes and send and receive emails.I would welcome them getting in touch with me this way.I'm not wanting an apology or for anyone to get in trouble at work I'm just asking for the refund so I can get my glasses.If they are the ones who have been calling I answer to a dead line and try to explain that I cannot hear them but if they can hear me to try again or email.I'm sorry for the inconvenience but this is aggravating to me too.

Regards,

****** ****
Business Response
Date: 09/17/2024
Management was able to connect with ****** and confirmed that insurance benefits have been reinstated.
Initial Complaint
Date:08/19/2024
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 took my daughter to the VisionWorks store on Friday 7/26 to get new lenses into some existing frames that I had. The *** told me that my benefits were on hold but she would keep my information and call UHC the following day. She called me on Saturday 7/27 stating my benefits weren't on hold and she could process for payment. Originally she quoted me over $200 for lenses (poly carbonate and transitions). I told her my insurance should cover and she stated it didn't. I had her do regular lenses and paid the $25 copay. This was order #********. I never got receipt just the email with the above order bumber.I picked up the glasses on 8/5. I took my son to the eye doctor last week and this office had a lense center inside, they ran my benefit and stated that poly carbonate and transitions were covered under my same insurance. I paid a $25 copay. Vision works is not using benefits from my insurance and this is not the first time, this is just the first time I caught it because I went to another company. I've paid $200+ each time I've went for services that were covered and not billed. Since I've gotten the lenses, I cannot get her another pair since this was billed. She needs glasses with transitions and everything that my insurance pays for.
Business Response
Date: 08/23/2024
Dear BBB,

I thank you for apprising us of the complaint submitted by Lay-cee ******. After reviewing the details of the complaint, a member of management has reached out and discussed options and invited her in to have lenses remade or returned for a 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 Lay-cee for allowing us to assist in resolving the situation and/ or concerns.

Thank You,
Visionworks
Customer Answer
Date: 08/27/2024
Complaint: 22164566

I am rejecting this response because: I have returned the glasses on 8/24 and the associate at the store is stating I need to wait 30days for corporate to return my funds and release the benefit. Spectera has called and cannot get verbal authorization to release my benefits.

Regards,

Lay-cee ******
Business Response
Date: 09/03/2024
We have confirmed that the refund has been processed and our billing team has confirmed that the request to reinstate insurance benefits has been sent to the insurance provider. Visionworks does not have control over the reinstatement of benefits once the request is sent to the insurance provider. We would recommend that Lay-cee follow up with her insurance provider.
Initial Complaint
Date:08/12/2024
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 July 22, 2024 I had an appointment for the eyeglasses and Doctor. Everything went fine. Ordered the glasses. The glasses came 10 days later but they were not glasses. They were sunglasses so again I had to re-order the glasses and as of today, August. ******* no glasses they said they put on a rush on it and now theyre telling me they will not be arriving till August 22. I had to pay with Affirm on these which was no medical coverage for them and its gonna be almost more than a month now and I want them to credit my account and give me my money back. I dont think thats fair at all. You can look at the prescription and see how strong it is. I only have the second order number they should have the first because its no longer on the website where I can track it
Business Response
Date: 08/12/2024
Dear BBB,

I thank you for apprising us of the complaint submitted by *******************************. After reviewing the details of the complaint, management reached out directly to ******** to discuss his order. ******** will be contacted once his order arrives at the store for pick 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:08/08/2024
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 appointment last week, and I got confused of the time and showed up late. So I made an appointment for this week after my bus route. I got there 30 minutes early. The lady was helping someone with her contacts. The lady who had the 9 oclock appointment Could not go back until 910 because that lady was spending all her time with the lady who got contacts. My appointment was at 9:15 and there was no one there to help me. You cannot be late when you cant accommodate me when Im late. My time is valuable. The kids will not understand if Im not there to take them home at the proper time. This is for your store at **********, and **********, *******. The manager was not there at this time. She was probably out poking around like youre the lady that was supposed to be checking our eyes. The doctor was waiting.
Business Response
Date: 08/19/2024
Dear BBB,

I thank you for apprising us of the complaint submitted by ***********************. After reviewing the details of the complaint, management has attempted reaching out to ***** several times including August 8th, 12th, 14th, and 16th. Messages have been left and we are waiting to hear back from ***** so that we can further assist.

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

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Visionworks is NOT a BBB Accredited Business.