Visionworks of America, Inc.

Dear Revdex.com:We appreciate that this customer has additional concerns regarding the case he filed with you He is contesting the conversation had between himself and the associate at the time of the initial purchase We are truly apologetic if we did not get these details correct.There still remains the options which were outlined to him by the General Manager at the store Additionally, the General Manager of this location is waiting for this customer to call back with his decision of how he would like to proceed If he would like to negotiate the terms of the options available to him, we encourage him to please contact the GM who is most familiar with his case and will be able to work with him and assist him with a resolution.Sincerely,Visionworks

Dear Revdex.com,
Here at Visionworks we take pride in providing excellent customer service and appreciate the opportunity to resolve any customer issues. Our Territory Director Mr*** has left several messages to resolve the issue at hand, but has not received a call back.
Please inform Mr*** that we would like to speak to him to resolve the issue as we want all of our customers to be satisfied with our product and service. Please contact me if you have any questions
Sincerely,
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Buyer Beware!! I'm a little peeved at the momentIn August, after getting my eyes examined, I decided to go to this location and purchase my eyeglassesAfter, deciding on my pair I was also goaded into participating in the special that they continue to have is buy one pair and get one pair freeAlso, I was told I could get the second pair at any time within one year at my convenience and even paid extra to be able to also get free refills on my eye glass cleaning solution Well after months almost nine, today, I went into the store to get my second pairI was then told that after the New Year (Jan 2015) they have new policies and guidelines and I wasn't 'Grandfathered' inThey could not honor anything I paid for last year?!?! Nowhere on my receipt does it say I have days to purchase/order my second pairI was also informed that After January 1st, that They had New policies and she could not honor anything from the previous year! I believe this is an old 'bait and switch tactic' that should banned If you sell me something It should be honored going forward, not cast the old purchases to the side and we have to pay more money later I will not suggest anyone buy from this company unless you want all of your eyeglasses on the spotAt Visionworks a year only means one year IF you purchase during the first day of the New Year!! Buyer Beware!!!

Dear Revdex.com,
Thank you for giving Visionworks the opportunity to resolve this customer issue. Mr*** was contacted by our *** *** Ms*** who felt Visionworks could make Mr*** a pair of glasses with lenses that worked with his prescription. Please contact me if you have any questions
Thank You
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me This matter has been resolved. Thank you for your presence ***
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Dear Revdex.com:Thank you for bringing us the concerns of this customer I have been in touch with the store she has visited in the past as well our Marketing department As of today, this customer has been removed from any and all call lists, mail out lists, and email lists We did not
contact this customer as the whole reason for her filing a case with the Revdex.com was the fact that she no longer wanted contact from us We hope this resolves the matter for her and the Revdex.com.Sincerely,Visionworks

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me The refund has already been done and I thank Visionworks for their excellent customer response and crisis management! I will do business with them again!
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meIn fact the Manager at Visionworks even put the new replacement lenses in new frames matching those I had and had it all done within one dayThey even used the latest prescription I had done by an independent optometristI want to express my complete satisfaction with Visionworks in the prompt, courteous and generous solution to my problem.
Regards, *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Dear Revdex.com:Thank you for bringing us this customer's concerns We always want to exceed expectations and we find it invaluable to know when we haven't met that goal so that we can learn from the experience to make sure we do better next time.In this particular case, the customer bought our
scratch resistant lenses and after months he states the glasses were so scratched he could not see through them At that time, he went into the store and the store ordered him new lenses Those lenses were cut wrong for his frame and had to be ordered again The lenses were cut wrong again since that time, our Territory Director for that area has reached out to the customer and apologized for his experience She is personally overseeing this ordering of new lenses and the store is going to make a new complete pair of glasses at no additional charge of course We could have gone through the process of reinstating his insurance for him, but that is a lengthy process and the customer decided on just having us starting from scratch for him He expressed satisfaction with this solution.Thank you again for coming to us with the opportunity to make things right for this customer We look forward to working with him in the future.Sincerely,Visionworks

Dear Revdex.com:
Thank you for sending along to us the concerns of this customer We, here at Visionworks, really strive to provide our customers with the best customer service It is because of that commitment that we are the top domestic provider of eye wear in the US We also
know that, however unfortunate, complications do arise When this happens we do our absolute best address the issue in a timely manner and work with our customers to provide a desirable outcome.In this particular case, the customer ordered her glasses from us on 12/22/using her insurance She was given a promise time (the day her glasses would come in) of 1/1/ She states she still had not received her glasses as of /1/12/ On the date of her initial complaint to the Revdex.com she said she had been given a new estimate of 1/16/ She also discussed that she felt she had been overcharged by us when using her insurance
Since this time, our store has worked with her and did dispense the customer's glasses to her on 1/16/as promised, lens cleaning kits, and copies of the receipts from where we refunded her out of pocket expenses on 1/12/ The main problem was simply that our distribution center (this is where lenses are made for glasses) had trouble with her lenses It's unclear whether they were lost or delayed somehow, but we feel strongly that the very bad weather that last week of December in Texas is what created the initial trouble Obviously, weather issues are completely out of our control At that time we felt we had a resolution with the DC, but then discovered that the lenses were no where to be found and immediately re-ordered them and requested a rush; this occurred on 1/10/ The customer filed her case with you on 1/12/16; on this day we were already working on getting her glasses to her as quickly as possible Additionally, on that day, we explained that we were refunding her out of pocket expenses as a courtesy for the delayed glasses, even though she had not been overcharged per her insurance We have looked into the matter of her insurance, we have gone over the insurances breakdown in comparison to our benefit breakdown for her specific insurance plan, and we discovered that her out of pocket expense would in fact have been more had we gone by the breakdown on paper vsusing the breakdown in our system So at this point, this customer has received her glasses and the courtesy refund
We hope this clarified points made in the customer's case and explains what was taking place and what we were doing, before hearing from the Revdex.com, to accommodate the customer Thank you for giving us the opportunity to address the concerns put forth in this caseSincerely,
Visionworks

Dear Revdex.com:Thank you for sending along to us the concerns of this customer We, here at Visionworks, really strive to provide our customers with the best customer service It is because of that commitment that we are the top domestic provider of eye wear in the US We also know that,
however unfortunate, complications do arise When this happens we do our absolute best address the issue in a timely manner and work with our customers to provide a desirable outcome.In this particular case, the customer ordered her glasses from us on 12/22/using her insurance She was given a promise time (the day her glasses would come in) of 1/1/ She states she still had not received her glasses as of /1/12/ On the date of her initial complaint to the Revdex.com she said she had been given a new estimate of 1/16/ She also discussed that she felt she had been overcharged by us when using her insurance Since this time, our store has worked with her and did dispense the customer's glasses to her on 1/16/as promised, lens cleaning kits, and copies of the receipts from where we refunded her out of pocket expenses on 1/12/ The main problem was simply that our distribution center (this is where lenses are made for glasses) had trouble with her lenses It's unclear whether they were lost or delayed somehow, but we feel strongly that the very bad weather that last week of December in Texas is what created the initial trouble Obviously, weather issues are completely out of our control At that time we felt we had a resolution with the DC, but then discovered that the lenses were no where to be found and immediately re-ordered them and requested a rush; this occurred on 1/10/ The customer filed her case with you on 1/12/16; on this day we were already working on getting her glasses to her as quickly as possible Additionally, on that day, we explained that we were refunding her out of pocket expenses as a courtesy for the delayed glasses, even though she had not been overcharged per her insurance We have looked into the matter of her insurance, we have gone over the insurances breakdown in comparison to our benefit breakdown for her specific insurance plan, and we discovered that her out of pocket expense would in fact have been more had we gone by the breakdown on paper vsusing the breakdown in our system So at this point, this customer has received her glasses and the courtesy refund We hope this clarified points made in the customer's case and explains what was taking place and what we were doing, before hearing from the Revdex.com, to accommodate the customer Thank you for giving us the opportunity to address the concerns put forth in this case.Sincerely,Visionworks

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*** *** *** August 16, 2017 Re: *** *** (#***) Dear Revdex.com, I thank you for uprising us of the complaint filed by our customer, Ms*** *** After
reviewing the complaint, Ms*** was contacted and it was decided to give her a full refund in addition to reinstating her insurance benefits and also offering her a free pair of glasses At Visionworks, we always take great pride in providing great customer service and we welcome any opportunity to better serve our customers I thank you once again for bringing the complaint to our attention and apologize to Ms*** for any inconvenience Kind Regards, Visionworks

Dear Revdex.com,I thank you for uprising us of the complaint on behalf of Ms*** ***. At Visionworks, we take great pride in providing superb customer service and appreciate any opportunity to better serve our customers. After review of the complaint by the TD of the store, I was
advised that a refund will be processed for Ms***. We want to take this time to apologize to Ms*** for any inconvenience and thank her for bringing this to our attention. Thank you,Visionworks

Dear Revdex.com,I thank you for uprising us of the complaint made by our customer Ms*** ***. At Visionworks, we take great pride in providing excellent customer service and welcome any opportunity to better serve our customers. After reviewing the details of the complaint, The Territory
Director contacted Ms*** and apologized for the experience she had with the associate. As mentioned to Ms***, the Territory Director also ensured that this would also be addressed at store level. We want to take this time once again to apologize to Ms*** for the situation and any inconvenience and thank her for bringing this to our attention. Thank you,Visionworks

We appreciate the Revdex.com apprising us of this customer’s situation and concerns so that we may have the opportunity to address themWe know that when customers come to us to take care of their eyewear needs they expect great customer service, as this is one of our attributes we pride ourselves in
Unfortunately, complications do arise, and we work hard to take care of those as they happen.It is our understanding that this customer came to one of our locations and purchased a set of glasses that she then states she found to have defects in the lensesShe states that she had them replaced for lens cracks/splits and she also explained her inconvenience in returning to the store multiple times for this issue.We completely understand that the customer felt frustrated with the return trips to the store; and sincerely apologize for her inconvenienceAfter this customer’s initial purchase in February of 2014, she came back to us we had her glasses remade for her twice in April and then again in June of 2014at no additional charge to herFor our associates in the store who work with glasses every day and are highly trained and qualified, no defects were visible to them whatsoeverThree remakes were done out of courtesy to the customer to help bring her piece of mindWe then did refund her all money she paid for her glasses when she still did not feel satisfied with her purchase.We regret this customer’s dissatisfaction with her purchase and again we apologize for any inconvenience she experiencedWe hope that we have outlined our good faith efforts here to help resolve this situation; we did everything we possibly could to assist the customer and in the end we did end up honoring her desired resolutionThank you again for bringing us the concerns of this customer; we hope we have illuminated the situation and resolution for our customer’s and your understanding.Sincerely,
Visionworks Of America

Dear Revdex.com:Thank you for contacting us regarding this customer's dilemma with his newly purchased glasses We, here at Visionworks, pride ourselves on our customer service and therefore welcome any opportunity to address concerns We know that every once in a while, complications do arise,
and we do our absolute best to address them one at a time.In this particular case the customer ordered his glasses and was given a promise time We were unable to meet that promise time due to an equipment malfunction and it took longer than anticipated to make and get the newly made glasses to the customer He states that this pair was made incorrectly as he could not see; we sent him back to the doctor to double check the prescription and there was an adjustment made The glasses were ordered again and when these came back, the customer felt the prescription in the lenses was so off he felt as though he were looking through someone else's glasses He has asked that we refund his out of pocket costs and to reinstate his insurance benefits.I have reached out to the Territory Director for this customer's store and she has said that she will definitely be refunding the customer and initiating the reinstatement of the customer's vision insurance benefits She is getting in touch with the store today to make this happen We are unable to speculate how long it will take his insurance company to make those benefits available to him We just ask for the customer to come on in at his convenience to receive his refund and bring in the unwanted eyeglasses with him Sincerely,Visionworks

Dear Revdex.com:Thank you for apprising us of this gentleman's concerns regarding the issues expressed in his case with the Revdex.com We are always glad to be given the opportunity to resolve any questions our customers have and work with them for their satisfaction and peace of mind In this
particular case, the customer had previously sent his concerns via email to *** and our Territory Director had already attempted to contact the customer to resolve his issues Since that time, our TD has made another attempt, via email - the customer's preferred method of contact, and has been successful in reaching him and discussing his concerns We are pleased to report that the customer and our TD are working together to finalize a Refund for the customer Thank you again for your assistance to us in resolving this customer's concerns Sincerely,***

We are responding to a complaint originally filed in September We responded to the complaint in October 2014, and that response was rejected the same day by the customerWe then responded to the rejection later that month, and that response was rejected as wellSo, while some time has passed, we hope that by us giving you a few more details into what actually transpired in an effort to assist this customer with their concern and in an effort to foster customer satisfaction and understanding, the Revdex.com and the customer will have a clearer picture this situation.The original complaint had to do with the fee charged for Progressive Lenses (a premium lens) in association with our BOGO (Buy One Get One Free) offerYes it is true that progressive lenses are broken down in to a charge for the left lens and a charge for the right lensUltimately, there is one price for this lens; it is broken down into a left and right lens scenario, because yes, some people have differing prescriptions in each eyeYes, one eye can be weaker or stronger than the otherAdditionally, while the charge for this premium lens is broken down into left/right, a customer, including this customer, does have the ability to have progressives on both pairs of glasses and receive that second pair (of equal or lesser value to the first) absolutely free of they choose to take advantage of the offer.When we responded to the original complaint, we did let the Revdex.com and this customer know that our Territory Director had reached out to the customer in an effort to apologize for this customer’s frustration and to address his concernsWe should have mentioned that we had been unable to reach the customer, and had actually left the customer voicemails with that apology and information to return the Territory Director’s calls to discuss the situationThe customer rejected our response discussing the attempt to reach out to the customer and reiterated his frustration with the break-down charges of the progressive lensesNo sir, we do not get many one-eyed pirates, but rest assured there are patients out there who are blind in one eye and not the other, missing an eye, or just have an eye which is weaker than the otherOur breakdown to the one fee associated with progressive lenses into a right/left breakdown is to accommodate those who are visually challenged.We then responded to the customer’s rejection of our initial response to reiterate that our Territory Director had indeed left at least voicemails and had yet to receive a responseWe reiterated our willingness to speak with the customer and address his concernsThis customer rejected our second response, stating that he had in fact tried to call us back with no success.While this customer does not feel we have been responsive, we can assure you we have done everything we could to reach out to this customer and allay his concerns and frustrationsThe same territory director that has been trying to reach this customer all this time tried again very recently and was successful in reaching this customers wifeThey spoke on the phone at lengthregarding this customers concerns and his wife stated on several occasions during this conversation that everything was okayThey had in fact received a refund in association with this complaint, which we see on file, and that everyone they had dealt with had been “patient and pleasant”Unfortunately, the customer who filed the complaint was unable to speak with us due to health issues, but the wife assured us all was fine and “all was forgotten”.We do hope that the customer understands that we have done everything we could to help him understand and to help him feel satisfaction with his purchase with usWe hope all is well and offer our sincerest apologies for any frustrations he felt while attempting to clear up this matterWe do hope that we have given the customer and the Revdex.com a clearer picture of all that transpired and that we have now adequately shown everything done to assist this customer with his concernsWe look forward to service this customer and his family in the future and wish him wellSincerely,
Visionworks

Dear Revdex.com:
Thank you for bringing this customer's concerns regarding the service she received at one of our Florida locations While we pride ourselves on her track record of excellence in customer service, we understand every once in a while complications do arise that require extra
attention and we do our best to address those concerns as they arise.In this particular case, the customer was dissatisfied as she felt she had been misquoted costs associated with both her daughter's and hers purchases of eye wear at our store Because of these misquotes, she was forced to put back a pair of eye glasses she thought she'd be able to get with her insurance Additionally, she stated that when she attempted to question the mistakes she felt the associate was making, she did not receive much assistance from the supervisor She asked that she have the 2nd pair of glasses made free of charge and for a refund on money she paid for her daughter's glassesSince receiving this case from the Revdex.com, our Territory Director for this store, has reached out to the customer to discuss her particular situation at length Our TD felt that the staff did miss on a few areas He has agreed to return the out of pocket expense for this customer's daughter's glasses and will also make the customer a second pair of glasses free of charge The customer expressed satisfaction with this resolutionWe are glad we were able to resolve this customer's concerns to her satisfaction and restore her confidence in our willingness to listen and make corrections when necessary Thank you again for allowing us this opportunity to work with and for our customer We look forward to serving her and her family in the futureSincerely,
Visionworks