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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

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    Customer Complaints Summary

    • 387 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/29/2024

      Type:Customer Service 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 have been emailing and calling and I have not got a response in reference to the refund I still havent received. Its been way over 30 days. They sent a letter stating a check would be sent after the letter was received. They will not respond to calls or emails. They overcharged me for a service. I even told them at the time of the service I wasnt suppose to pay that but she didnt listen. My reference number is ********. I received the letter about being owed a refund of $42.60.

      Business Response

      Date: 05/29/2024

      Dear BBB,

      I thank you for apprising us of the complaint submitted by ***************************.  After reviewing the details of the complaint, we have confirmed a check is being issued 5/30 and will be mailed. ******* was contacted and provided update.

      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:05/24/2024

      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.
      On May 22nd, 2024, VisionWorks in ********* on ************ has refused to return my money after a return. I presented at their store with glasses that have now not had the right prescription twice and now would like to start fresh at a new eyewear store. After being told by customer service that I can go to the local vision works store to get a refund for my glasses, the manager, *****, refused to give me a refund because she did not know how to refund my money. She wouldnt give this to me or try. The amount of money was ***** dollars. she also refused to return the money charged to my insurance as well in ******* cannot use the insurance anyhow, because 2023 is closed. She also asked me to sign a piece of paper saying that the money was returned to me even though I had not received the money the $***** and was told I was not going to get this money. By the end of this encounter, the manage, ***** was screaming at me. I would like them to return this to my insurance so I can start new somewhere else. I would also like vision works to now refund me for the out of pocket cost of $***** as this company did take my glasses for the return as well as did not give me my refund of both the out of pocket cost and the insurance charged.

      Business Response

      Date: 05/24/2024

      Dear BBB,

      I thank you for apprising us of the complaint submitted by *******************.  After reviewing the details of the complaint, we have confirmed the refund was processed to return to the card on file from purchase. ***** was contacted and provided an update on 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 ***** for allowing us to assist in resolving the situation and/ or concerns.

      Thank You,
      Visionworks

    • Initial Complaint

      Date:05/23/2024

      Type:Billing 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 need to make sure my insurance will not be billed for my "appointment" today. I was unaware of it being telehealth and that my visit would not be with a real doctor ******* at the office as I was only informed of this in the middle of the exam. The procedure also felt laggy due to technical limitations and was completely uncomfortable as well. Any of the results obtained might as well be discarded since the aforementioned made it too distracting for me to accurately assess visual stimuli *******ed during the tests. The employees I dealt with were very friendly, in contrast to the negative overall experience this was for me and I did appreciate that. I would've, without hesitation, scheduled elsewhere had this videocalling stuff been communicated with me at any point before I came in to be seen.

      Business Response

      Date: 06/10/2024

      Dear BBB,

      I thank you for apprising us of the complaint submitted by ***********************.  After reviewing the details of the complaint, we have confirmed with management that insurance was not billed for an 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: 06/12/2024

      Better Business Bureau:

      I have reviewed the response made by the business and find the resolution satisfactory.

      Regards,

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

    • Initial Complaint

      Date:05/23/2024

      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.
      I purchased a set of designer sunglasses back in July of 2023. I did not receive them until the end August/early September because the first pair were "lost", I paid $250 for these sunglasses and they seem to be defective. I just started wearing them like 2 months ago because I got them so late in the summer last year I didn't get a chance to wear them. The jewelry on the sunglasses have started falling off and the glasses themselves seem to have overstretched. I have had them adjusted twice and they continue to overstretched. I did not appreciate how it was assumed that I put them over my head. This is not such a case. I tried to explain that they are defective and I would like a replacement. I was offered nothing but a 60 percent discount on the next pair of glasses. I love the glasses but I cannot wear them. I should not have a pair of glasses that I paid $250 for sitting around not being able to wear them because they are no good

      Business Response

      Date: 06/05/2024

      Dear BBB,

      I thank you for apprising us of the complaint submitted by *************************.  After reviewing the details of the complaint, management has reached out and invited ****** in for a one time replacement pair.

      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: 06/05/2024

      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:05/20/2024

      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.
      Run do not walk away from VisionWorks. They discriminate and are guilty of exploiting the elderly. I have been using VisionWorks for years for my eyewear and even referred others there in the past. But on my last visit there they were all disorganized and provided poor customer service. After the eye exam and time to discuss glasses all the employees ignored me. So, I walked out, I wish I had never returned, but I did the next day, because the doctor said my eyewear needed a tune up. I have a patient record there and they pulled it up. Then they called my insurance company and had a conversation, then they received a fax with my benefits. When the fax was received the Black woman employee who was servicing me went to the older white guy and they were whispering something. Then the woman returned, sat down proceeding to tell me what frames and lens my eye plan included. She worked up the glasses according to the plan benefits, deliberately deceiving me, knowing that they were no longer a participating provider, and they would not be paid a dime. This is where she and her coworker exploited me as an elderly client, and discriminated against me as a disabled, elderly, Black, woman. Because I saw a White man come in to make an appointment and they informed him that they did not take his insurance. But they, purposely withheld that information from me, she and her coworker clearly knew what they were doing was dishonest. Weeks later I get a notice that my ****************** plan no longer uses *********** as a participating provider, and I would owe them $900.00 for my glasses. In the state of this economy there is no way I would knowingly make a purchase like this without planning and saving. I will never recommend this unethical company that instructs its employees to do their evil bidding. As a God-fearing woman soon to meet our maker, I can assure you that the mighty dollar is not worth your salvation and that everything you do comes right back to you, good or evil.

      Business Response

      Date: 05/21/2024

      Dear BBB,

      I thank you for apprising us of the complaint submitted by *********************.  After reviewing the details of the complaint, our Territory Director has spoken to **** and reviewed the insurance billing in detail.

      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: 05/22/2024

      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:05/16/2024

      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 went into Vision works on 6/28/19 to order glasses and prescription sunglasses. The prescription sunglasses were useless in the sun. Fast forward- when my eyes were recently refracted, the provider I saw stated, well your reading vision has changed immensely. When I said to what they said 2.5. I said that was what it has been. Long story short, vision works filled my glasses WITH THE WRONG PRESCRIPTION of 2.0 Needless to say I did not go back to vision works for my most recent pair. I reported them to my insurance company but want others to be aware that Vision Works may be a busy business, but if they cant be counted on to fill the correct prescription, they are useless as a company.

      Business Response

      Date: 05/17/2024

      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 *****. The work order shows the glasses were ordered correctly. In order for us to determine if the glasses were fabricated incorrectly we will need to inspect the glasses. ***** has been invited to visit the store to work with our General Manager when she has the time.

      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:05/16/2024

      Type:Customer Service 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 have contacted this business at least 6 times since March ************************************************************** january. My flexible spending account has been suspended because i was unable to provide a receipt. each time I called i waited a minumum of ***** minutes on hold and i was told that a ticket was created and nothing was ever done to fulfil my request. April 29, 2024 i finally spoke to a manager after many attempts to reach one and being ignored and told i could not speak to any managers. This person told me I would receive the receipt in the mail within 10 business days. I am currently on hold again for the second time today for over 15 minutes and i am demanading that someone help me because i cannot deal with this business any longer. **************** is terrible; rude, slow, lazy and they have LIED to me since March.

      Business Response

      Date: 05/16/2024

      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 ******. Hold times for our billing team can vary depending on call volume and ******'s concern with reaching a supervisor by phone is being addressed. Our billing team requires a multi-factor authentication process in order to release information. ****** has been advised the patient seen will need to contact our billing team in order to request an itemized receipt.

      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:05/16/2024

      Type:Billing 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.
      Eye Master's is doubling billing clients - refused service on 5.15.24 due to a balance they stated I had. We kept tell the Manager ******** who was very rude that we should not have a balance because we have VSP eye insurance. She was not willing to help and again very nasty. When we returned home logged into VSP site and saw the claim they submitted and was paid for. What they were trying to do was also bill my health insurance for some reason and tried to bill to a provider called Spectera - I do not have that insurance we are covered under UHC. My question is if VSP already paided the bill why are you trying to bill my health insurance and refusing service because you state we have a balance. See the claim that was paid via VSP

      Business Response

      Date: 05/16/2024

      Dear BBB,

      I thank you for apprising us of the complaint submitted by *******************.  After reviewing the details of the complaint, the concern involves an eye doctor that is independent from Visionworks retail. We have advised that since store experience and billing is with an independent doctor of optometry and not our retail store the concerns would need to be addressed with the doctor's ****** directly.

      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:05/15/2024

      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 purchased glasses thru my insurance as well ad paid out of pocket for modifications, but had to be seen by a specialist for Cataract issues, needed surgery, canceled the order for the glasses and they explained once I received my new prescription they would finish the order (less than 7 days after purchase, well now they said they refunded me but it was to the wrong card and never confirmed the refund, now they wont refund me at all. I have ******** Ins and I also gave them MY correct debit card info and they wont refund my money and want me to use it to buy glasses from them instead of using my insurance. I have proof that they did issue a rufund to a card that doesn't belong to me. I need reading glasses and this is becoming a bigger issue

      Business Response

      Date: 05/28/2024

      Dear BBB,

      I thank you for apprising us of the complaint submitted by *********************************.  After reviewing the details of the complaint, we have confirmed with our Sales Audit team that the refund was processed back to the original card used at the time of the purchase. Management has reached out to ******* to offer a copy of the purchase and refund receipts.

      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:05/14/2024

      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 received a letter from Vision works that I was entitled to receive a refund of $36.00 To date, no refund and no respond to their letter. Please see the attached letter. I know want to see a full account of my purchase of 4/22/2023 as it was over $600.00. Can you please help me? Visionworks will not answer their phone. They may owe me more then $36.00.

      Business Response

      Date: 05/31/2024

      Dear BBB,

      I thank you for apprising us of the complaint submitted by *******************.  After reviewing the details of the complaint, **** was contacted. **** confirmed she has received the check and was provided an itemized receipt of her purchase and advised she can contact her insurance provider directly for an explanation of benefits.

      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: 06/04/2024

      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. It saddens me that I had to go to this length to receive and refund check and an explanation. Thank you,, but I believe this should stay posted on you site, so others don't have to deal with what I did.


      Regards,

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

    Visionworks is NOT a BBB Accredited Business.

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