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Nationwide Vision Center

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Reviews Optometrists, Optician Nationwide Vision Center

Nationwide Vision Center Reviews (135)

Dear[redacted], Thank you for making us aware of your concern. I apologize for any inconvenience you may have been caused due to the delay of your glasses. While we do inform our patients that typically, glasses take 7-10 working days, it is also true that most glasses come in much...

quicker than that (75% within 5 actual days or less, 90% within 7 working days). Investigating your concern found that indeed your glasses took the full time, even a few days beyond that, primarily due to the fact that the frame you selected was currently under re-supply and did not arrive at the lab until April 30- this is quite an unusually long delay for a re-supply order. We will not accept delays like this as excuses for missing expected delivery times. My understanding is that the lab "under order from Danielle" expedited your glasses and shipped them the same day they received the frame. Records show you received the glasses on May 2nd. Clearly longer than the anticipated time you were led to believe and more so disappointing in that you hoped they could be quicker. Your Optician, Danielle is also disappointed that you were not 100% happy with your experience. I understand she was of some additional assistance to you on or about April 24. She was quite complimentary of the experience with you and hopes that should you have any additional needs, she is and will continue to be there for you as she has been in the past.  While we will continue do our very best to meet each of our patients' needs. We expect and demand that our associates do all they can to make sure every experience exceeds expectations. We are disappointed when we fall short of those expectations and will continue to evaluate proper courses of action when we are aware of these circumstance. Thank you for the opportunity to respond. I will make sure that Danielle contacts you to make sure you are satisfied with your eye wear and address any additional needs. Nationwide Vision

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Dear Ms [redacted] Thank you for bringing this matter to our attention. I apologize of behalf of Nationwide Vision, for the confusion. You are correct- the team member at our Bullhead City office should have let you know that the lab will not do warranty work without the return of the product. Simply...

put, the item under warranty must be recovered to validate the replacement order. The warranty does not cover lost or missing items as you can imagine. The product you purchased is among the finest of its kind and should perform superbly under normal handling. I am concerned that you did not receive this expected experience. I show that these glasses were purchased in February 2015 (not Fall 2014)- Please correct me if my information is in error. This means that you have an estimated 6 more month remaining on the warranty for this product. Nationwide Vision cares about the performance of its products and works very hard to provide options to serve all our patients' needs. If for any reason these new lenses fail in performance under normal wear over the remaining 6 months of the warranty term, we will happily waive the "co-pay" and replace the lenses at no cost you, 1 time before the warranty term expires. I hope this is satisfactory for your needs. Please contact Nationwide Vision Corporate Headquarters if any further clarification is needed. [redacted]I have forwarded a copy of this to the office for placement in your file. Again, thank you for bringing this to our attention. Sincerely- Nationwide Vision

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the initial response made by the business in reference to complaint ID [redacted] and will await the companies investigation results.
Regards,
[redacted]

Thank you for making us aware of your concern. I can assure you that we will reach out to you asap to assist you in resolving this matter. Due to privacy regulations I cannot detail those actions here but I do believe we have identified the location you went to in our records. The District Manager...

has been made aware of this notation and will reach out to you personally. If you do not here from her within 1 business day please call the Nationwide Vision Corporate Office at [redacted] and dial 0. Ask to speak to the District Manager of the location you went to and they will put you through to her. Once again- thank you for reaching out to us though the Revdex.com web page. Customer Satisfaction is always our top concern. - Nationwide Vision

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
  I was contacted today by Seth at Nationwide Vision.. I went to where I bought the glasses on Tatum Blvd.  Seth was super nice, he took care of me and everything is straightened out.   I want to thank Nationwide Vision and especially Seth.                                                    [redacted]

Dear Ms [redacted], Thank you for making us aware of your difficulty. I am aware that as of this note you are in receipt of your order after several attempt to make them to your satisfaction. Nationwide Vision is committed to satisfying our patients needs to the best of our ability. If...

you are still unsatisfied, Nationwide will always refund your purchase within 60 days. Obviously with a few issues along the way, that service time is extended until you are satisfied. Please return your glasses to the office and they will kindly refund your purchase. If there are any needs that can be met, we will do all we can to make you happy. The staff in Kingman is aware of this concern and are ready to receive you. If there are any concerns going forward, the Kingman office can contact me directly at any time and I will do my best to assist them in meeting your needs.... Nationwide Vision

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. 
Regards,
[redacted]

Thank you for the opportunity to address your concern. I have communicated your request to the office indicated. A representative will contact you to determine the information needed to solve your needs. Proper communication of services are very important to us and I consider it our responsibility...

to make sure patients are served to the best of our ability. If the patient in question was indeed eligible for services on May 20, we will gladly fulfill your request. Please understand that often there is an amount due for replacement services that must be collected before services can be rendered. This is usually the only reason that service may be delayed once authorization is obtained. Our office representative will communicate that information to you once we can determine the status of your sons' insurance on May 20. I apologize for any miscommunication on the part of Nationwide Vision and hope that we can resolve any concern very quickly. I will be updated by the office once you have been contact to assure a timely resolution.

Nationwide Vision deeply regrets the inconvenienced caused by this situation. Nationwide Vision values our customers and aims to service each one as best we can. Clearly, the optician should have recognized the product and the regulatory limitations the manufacturer places on it. Nationwide Vision...

will not manufacture any product unless authorized to do so by the vendor. Though we did comply by stopping the order, it was at a cost of your disservice. We apologize for failing to meet your needs and the delay it took to retrieve the product. Thank you for bringing this matter to our attention. We will behave accordingly and address our teams appropriately. It is my understanding that your frame has arrived and is ready for you to retrieve. If we can be of any further assistance- please reach out to the District Manager of the office (###-###-#### Dial Zero for the operator) and we will attend to your needs as soon as possible.

Hello [redacted] 
Thank you for allowing me the opportunity to clarify our response. Please call us at [redacted]nd ask to speak to me if this response is in any way  unclear OR satisfactory. While the Revdex.com is an excellent resource for both consumers and providers to resolve concerns, it cannot replace the benefit of you and I talking to each other. We are however respectful of the Revdex.com and obligated to respond through this resource if that is the method you choose. So- to hopefully be more clear- We will happily honor a free replacement of the lenses now AND anytime for the next 6 months if the lenses should be determined to be "defective". Defects refer to items similar to what you described. Of course scratches and damage are not covered as defective. I will however, at your request consider the lenses within the "paid" warranty period for 1 year from today under the normal terms of the warranty and any subsequent replacement of lenses due to normal wear and care. The warranty will charge a co pay for scratched or damaged lenses caused through routine wear and care. Effectively, this will "restart" your lens agreement, as you request, and give you the same provisions as a brand new pair of lenses. Please visit the location you received your service and they will take care of you. Again, call us if you need to discuss anything further. We hope this satisfies your concerns. Have a great day!

Nationwide says they let me keep the 3 pair of glasses for the loss of my lenses which "is not true".  nationwide also says the Kingman office will work with me & take care of this.  This is "not true".  I will explain how it really is.My "glass" lenses that were not returned cost $700.  The clear "plastic lenses I ordered were not cut to fit the frames properly & fell out.  The dark tinted plastic lenses were to be as dark as the glass lenses in my frames.  They were not.  Nationwide could not match them but made them the color "they thought" would be okay & they do not fit my frames properly either.  They should have called & told me they couldn't make them as dark as I wanted & like my currant glasses were that they were to match & I would have cancelled my order. My frames & lenses I sent to them were good & are my currant glasses.  If they were not good frames Nationwide would not have taken them & tried to put lenses in them.  Nationwide agreed to refund my $139 for these 2 pair of glasses that are messed up.  The 3rd pair of glasses they are SAYING that they are 'ALLOWING ME TO KEEP is a pair of reading glasses & frames that Health Choice New Generations paid for"  They aren't giving them to me because of my lost lenses ! The office manager cannot help me as Nationwide says she will in their letter.  The manager already told me that Nationwide cannot tint the glass lenses like (mine) the ones they did not return, "they cannot do the process it requires" & that her supervisors & the district manager said the higher up at Nationwide said "THERE IS NO WAY THEY WILL REFUND ME MONEY OR TO PAY ANOTHER EYE GLASS CO. TO MAKE MY LENSES THEY DID NOT RETURN."  This is why I have contacted the Revdex.com.  I do not understand why Nationwide has a problem paying for something THEY LOST. My frames & glasses were good enough to send in when I ordered them but now Nationwide says my frames aren't any good.  Nationwide is in the wrong, "they messed up & did not return my glass lenses." The two pair of glasses in the frames are my currant glasses & nothing was wrong with them.  I am very unhappy with the way I have been dealt with at Nationwide.  They cannot make the lenses like the ones they did not return & I have been without my glasses since Sept. 16, 2015 .  I should not have had to contact Revdex.com.  I do not want to do business with Nationwide anymore.  TO RESOLVE THIS :  I want a refund for the $139 for the glasses that were messed up & a refund for the amount of the quote I got for $394.40 to replace the glass lenses that were not returned so I can go to another company to have my glasses made.  When I got my quote they said my frames were fine & they would put the lenses in for me.  This problem could have been resolved by giving me a refund weeks ago & I wouldn't have had to deal with the head aches, incovience, & stress of not having my glasses all of this time, & wouldn't have had to ask Revdex.com for help in getting this problem taken care of.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Four of six documents have been attached to this response. Documents five and six will be submitted separately. Please put them in numerical order. I believe the documents show that I do not owe Nationwide Vision any money. [redacted]

Thank you for bringing this matter to our attention. We will engage the billing dept 1st thing today and get the resolution settled appropriately. I apologize for the delay and lack of communication from our team. When errors or concerns such as these occur, proper communication and making sure...

there is a full understanding of what has and will occur is the key to resolving the issues. Once again, thank you for reaching out to us via the Revdex.com.

Thank you for allowing Nationwide Vision to hear your concern through the Revdex.com. We apologize for the difficulty you experienced. Nationwide Vision will happily accept existing frames with the understanding that we cannot be held responsible for the integrity of frames previously used or not purchased...

through Nationwide. We do, however, fully expect that, in doing so, customers will receive their glasses in a manner appropriate to their desires. If we cannot deliver on that promise we will refund the customer their purchase amount. While I cannot explain why the lenses were not returned as requested with the order, it is my understanding that in addition to the refund granted, Nationwide Vision allowed you to keep the manufactured product of all 3 pair free of charge as compensation for the missing lenses and that this resolution was suitable to you. Please accept my apologies if our information is in any way inaccurate. Your ultimate satisfaction is always our goal. If you are no longer happy with this resolution I would like to invite you back to the office for a resolution. The office manager is fully empowered to assist you in this process which will include complete replacement of the purchases in question, including new frames at no charge to you. She may also discuss alternative to this if it is your choosing. We have instructed the office to call our customer service desk at any time if necessary to assist you. Thank you again for allowing us to respond...  Nationwide Vision

Thank you for bringing this matter to our attention. While it is true that there is a fee for contact lens prescriptions, it is part of the contact lens benefit in most cases. Billing for the fitting fee through your insurance, however, would essentially "use" your benefit even though you are...

entitled to more than just the fitting fee. This policy is set in agreement with the insurance carrier and designed to protect your entire benefit."Trial" or "Diagnostic" contacts are dispensed only when the Doctor requires a return visit to check the contacts for fit, Prescription and any other concerns resulting from a change in brand, fit or Rx. Trial lenses are not dispensed on a FINAL Rx since there is no need to be seen by the Doctor again. Should you have any concern with your new contacts after purchase, the Doctor will always be happy to see you again (covered under your initial fitting charge) within 60 days to make any changes if necessary. Your satisfaction is always our chief concern.If you would feel more comfortable getting a trial pair for the Doctor to look at we can certainly accommodate you. Most reputable establishments understand that from time to time a patient may have their Rx changed by their Doctor even after a FINAL Rx has been given. In these cases, assuming the box of contacts has just 1 pair missing, returns for full value are accepted. Nationwide Vision extends that courtesy to all patients who purchase their contacts with us even if they didn't get their exam with one of our Doctors. I will have the office manager order a trial pair in the Rx dictated by the Doctor. The Manager will call you directly to set up an appointment to try the lenses and have the Doctor give you the ok to order at a place of your choosing. Management will directly address the customer service concerns about this matter with the team. Thank you for your understanding and bringing this to our attention.

Thank you for bringing this to our attention. I agree that the time frame for this claim to be negotiated has long past. We will contact our billing/collections agent and have the claim forgiven with no further obligation on your part. Please accept our apologies that this matter was not expedited...

more quickly. I assure you that our agent will not employ any "collections" activities hereon. In the event you receive any correspondence further, feel free to call the number on the letter and confirm that the account has been closed. Thank you, again for bringing out attention to this matter.Nationwide Vision

Thank you for bringing this matter to our attention. While the exchange of personal information is prohibited on this site, I can assure you that quality and service are extremely important at Nationwide Vision. We will look into the concern regarding the delayed or erroneous payment from...

your insurance company that resulted in the collectible amount. Generally these issues are solved in a timely manner. A billable amount uncollected from several months ago does raise a concern. We will get back to you on that. As far as your eyewear is concerned, if there are any obvious defective materials Nationwide Vision will replace or repair these items in a timely manner. Please contact the office you purchased them from and they will behave accordingly. We will make the office aware of your concern so they can be properly prepared. If you have any further concern, please contact the Nationwide Vision Corporate Headquarters and ask for the District Manager of that location. I am confident you will be satisfied with the resolution. Thank you again for letting us know of your concern.

Thank you for allowing Nationwide Vision to hear your concern through the Revdex.com. We apologize for the difficulty you experienced. Nationwide Vision will happily accept existing frames with the understanding that we cannot be held responsible for the integrity of frames previously used or not...

purchased through Nationwide. We do, however, fully expect that, in doing so, customers will receive their glasses in a manner appropriate to their desires. If we cannot deliver on that promise we will refund the customer their purchase amount. While I cannot explain why the lenses were not returned as requested with the order, it is my understanding that in addition to the refund granted, Nationwide Vision allowed you to keep the manufactured product of all 3 pair free of charge as compensation for the missing lenses and that this resolution was suitable to you. Please accept my apologies if our information is in any way inaccurate. Your ultimate satisfaction is always our goal. If you are no longer happy with this resolution I would like to invite you back to the office for a resolution. The office manager is fully empowered to assist you in this process which will include complete replacement of the purchases in question, including new frames at no charge to you. She may also discuss alternative to this if it is your choosing. We have instructed the office to call our customer service desk at any time if necessary to assist you. Thank you again for allowing us to respond... 
 
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Description: Opticians, Optometrists

Address: Phoenix, Arizona, United States, 85018-5374

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