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Visionworks of America, Inc.

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Reviews Visionworks of America, Inc.

Visionworks of America, Inc. Reviews (317)

Dear Revdex.com:
Thank you for apprising us of the concerns this customer has regarding her current and 2013 prescriptions.  We are very apologetic if the customer feels they have received less than exemplary service; we always want to provide our customers with the absolute best service...

possible.  With that being said, the top issue in this customer's case presented to the Revdex.com concerns prescriptions received from doctors who are not employed by Visionworks.  The information given to the customer regarding the work order she requested is accurate; a work order for glasses is not a prescription nor is it a medical record; and therefore cannot be provided to the customer.  A work order is an internal document used to have her glasses manufactured to the prescription she provided to us from an outside source.  We keep these prescriptions, information is used from the prescription and the actual prescription is then returned to the customer on the same day the glasses are ordered.  Additionally, as the customer stated in her case, we have given her a full and complete refund for the glasses made according to the prescription she gave us from the outside doctor.  To obtain the customer's older prescriptions, or medical records, the customer must get in touch with the prescribing doctor.  The doctor in Florida is not an employee of Visionworks; therefore, we do not have access to those medical records.  In conclusion, we thank you for reaching out to us and allowing us to respond to the concerns of this customer.  We are certain we have been able to clear up any confusion here.Sincerely,
Visionworks

Company issued a response. BC
The company indicates the consumer was seen in July 2013. No free pair is ever offered at Vision World.

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

Thank you for giving us the opportunity to resolve the customer issue.  Here at Visionworks we take pride in providing excellent customer service.  [redacted] was contacted by our Territory Director [redacted] and our [redacted] Manager to resove the...

issue.  [redacted] received a pair of glasses that were satisfactory to her around three weeks ago.  If you have any questions, please call me at the phone number listed below.
 
Thank You
 
[redacted]
Store Operations Associate
Visionworks of America,Inc.
1

Complaint: [redacted]
I am rejecting this response because:  I was just going to let it go since they are working on the problem,  However when I read the response from the Visionworks, that they are fixing my glasses AT NO COST, is a lie, again I repeat it (since you mentioned it twice that you are fixing the problem AT NO COST is a lie)  I was charged for fixing the glasses.  Please check your records!!  FYI, when you tell somebody that it was "a language problem" it makes the customer feel stupid.  A better wording will be "misunderstanding"
Regards,
[redacted]

Dear Revdex.com:
Thank you for apprising us of this customer's difficulties.  We appreciate every opportunity to address customer issues and make them right.  In this case, the customer's lenses were edged incorrectly and did in fact need to be redone as the customer states in her...

complaint.  These lenses are not done in the store, but at a separate lab and had to be ordered from a different location.  The store did speak to the customer regarding the glasses and she requested the store hold on to the glasses until she spoke to customer service.  She did speak to them, and the TD responded that her glasses were ready for her to pick up at her convenience.  The TD also authorized a full refund on her order.  The customer came in to the store on 3/31/16 (we did not receive notice of this case until 4/5) and picked up her glasses and the full refund.  She now has her glasses, which she can see out of with no issues and a full refund of her purchase.  We are glad we were able to assist this customer and get her glasses to her as soon as we were able.  We look forward to serving her in the future.Sincerely,
Visionworks

Thank you for giving Visionwoorks
the opportunity to respond to the rejection.  Our [redacted] Mr. [redacted] left 3 voice messages with no return call.  Visionworks would like to speak to Mr. [redacted] to resolve any customer dissatisfaction.  Please contact me if you habe any questions.
 
Thank You
 
[redacted]

We have received your recent inquiry regarding our member Christopher [redacted]. We trust the following information will address our member's recent inquiry.Davis Vision administers routine vision care coverage for Independence Blue Cross, which is the medical health insurer that [redacted]...

purchased his vision benefit.As we understand our member's complaint, he submitted a claim for contact lenses that he purchased on March 8, 2016 and received a reimbursement check in the amount of $60; however, he was expecting reimbursement of $75. Upon receiving the reimbursement check, Mr. [redacted] contacted Davis Vision's Customer Service Department on several occasions and requested that he receive the additional $15, since he had purchased disposable contact lenses. Ultimately, Mr. [redacted] was upset with the amount of time it was taking to process the additional reimbursement.Our investigation has confirmed that Mr. [redacted] was entitled to an additional reimbursement of $15, and this amount was processed prior to receiving this inquiry and is scheduled to be mailed on June 14, 2016.We thank Mr. [redacted] for voicing his concerns about his experience when using his vision benefit. His experience will be internally shared for the purposes of training.if you have any questions or require further assistance, please feel free to contact me via telephone at 1-888-343-3470, extension [redacted] or in writing at Davis Vision, Inc., Attn: Complaints and Appeals Department, P:O. Box 791, Latham, NY 12110.Sincerely,
[redacted]Compliance Reviewer, Complaints & Appeals Department

I purchased 2 pairs of glasses in March of 2015. Initially there were no issues. However by mid-July 2015, I noticed one of my lenses started to crack at the top and bottom where it meets with the frame. This cracking was from either a defective lens or a bad cut when they were being fitted to the frame. I went back on August 7, 2015 to inform them about the cracking lens. They refused to replace the lens because I did not buy an additional warranty. I politely told them the glasses have never been dropped, stepped on, or otherwise abused, but they said there was nothing they could do. Only way I could get lens replaced was to purchase a new one, which would've cost $150 (that's what I paid for the whole pair).

Enclosed are the requested documents in order to proceed with investigation of the claim.
 
Sincerely,
 
[redacted]

We appreciate you bringing us this customer’s concerns. Excellent customer service is one of those attributes that we pride ourselves in displaying at all times. Unfortunately for this customer, the customer service was lacking in this particular instance and was something we have...

addressed.We were able to resolve this customer’s issue with the broken glasses at another store and she was to our knowledge satisfied with that outcome. With regards to the customer service issue she experienced, that has been addressed as well internally.While it has been some time since this issue occurred and was resolved, we would like to extend our sincerest apologies to this customer for her experience and would like to let her know that this will not be a problem again in the future. We look forward to assisting her and her family in the future.Sincerely,
Visionworks

Dear Revdex.com,
Here at Visionworks we take pride in providing excellent customer service and understand the importance of customer satisfaction.  Thank  you for giving us the opportunity to resolve the issue.  Our General Manager [redacted] spoke to Ms. [redacted] to resolve the...

issue and offered Ms. [redacted] half off the lens remake with the new prescription change.  Please contact me if you have any questions.
Thank You
[redacted]

We would like to start by expressing our thanks for bringing to our attention the concerns of this customer. We, here at Visionworks, are committed to providing excellent customer service and appreciate the opportunity to resolve any customer issues.We are pleased to report that when this...

concern was first brought to us, we did reach out to this customer and her daughter to discuss the matter of concern. The concern entailed an issue with our Buy One Get One Free offer. At the time of this customers purchase, she purchased a single pair of glasses and instead of the Buy One Get One offer she was given 40% off her purchase. After talking with this customer’s daughter and explaining the promotion given to her mother, the daughter was very understanding and explained it to her mother. At this point, the customer was still disappointed in the promotion explanation and during the course of the conversation we learned that the customer could use a second pair of glasses for reading and she had a frame she could use. We offered to make her a set of single vision lenses to go into this frame at no cost whatsoever to the customer. According to her daughter, the customer was very happy with our offer and they were going to make arrangements to go into the store with her frame to complete the order.We have checked back with that store and the customer and her daughter did make it in and were able to place the order and have since picked up the second pair of glasses. We believe we have satisfactorily addressed this customers concerns and she is very happy with the resolution from our understanding.Thank you again for coming to us with this customers concerns so that we may bring about a resolution that was in the best interest of this customer

Dear Revdex.com:We would like to begin by expressing our thanks for apprising us of this customer's experience so that we may have the opportunity to address her situation and see what we could do to make her experience with us satisfactory, and above and beyond satisfactory.The customer...

originally reached out to you the day after we had rectified her situation and in talking with her, she stated that she wanted to let the Revdex.com know everything had been taken care of.  Her initial complaint stemmed from a store in New York where she had trouble with the prescription from her first exam and ended up having a second exam performed.  She felt that after this second exam, when they switched the lenses out, the staff had probably weakened the frames at that time which caused her to have her frames break a while after she moved to another state.  Luckily, she came into one of our stores in Texas and even though she had not purchased our Eyeglass Protection Program for her glasses, they treated her as though she had and only charged her $20 to replace her frame.  When we spoke to her, she expressed that her complaint really stemmed from the first location, and we have reached out to them to let them know about her situation and use the situation as a learning opportunity.  She did state however that she was satisfied with our resolution and happy with how we fixedher problem at the Texas location.As far as what the customer has told us, all is well.  We are so glad we were able to assist her and that her experience ended up positive.  We look forward to working with her in the future. Sincerely,Visionworks

Thank you for getting in touch with us regarding this customer’s concerns, we welcome opportunities to resolve any issues our customers may have. Here at Visionworks, we strive to provide an excellent customer experience for every customer who visits us, be it by walking into one our stores or...

giving us a call.It is our understanding that this customer was dissatisfied with the level of service she received when ordering contacts at one of our locations when trying to order a new set of contacts. At the time this customer concern was filed with the Revdex.com, our Territory Director attempted to contact her within days of the filing. At that time he left a message with his cell phone number so she could call him back at her convenience. Over the next few weeks, this same Territory Director attempted to call the customer with no answer and no response to messages. Approximately a month after the initial filing with the Revdex.com, the Territory Directory tried one last time to reach the customer at the phone number provided and left a message offering the customer an apology for her dissatisfaction with the hold time she experienced when calling the store (the basis for the filing with the Revdex.com) and left his cell phone number one last time.As of today, we have never received a return call from this customer. We were never able to voice our apology to this customer, and so we’d like to express to you, in hopes it will reach this customer, our sincerest apologies for this customers dissatisfaction with her service at our store. The customer can rest assured, the issue has been addressed.Sincerely,Visionworks

Vision works in Slidell is the worst never go there I went in for my eye doctor appointment and it was the worst appointment ever this would have been my 30 year getting eyeglasses from here and it was just a complete horrible experience if I would have ever looked at Google and looked at some of the stories that was one there I would have never started going there two or 3 years ago . The lady asked me was I getting a Contact examination and I asked her was it still covered under my insurance like it was last year in she got smart with me and said" well you have whatever you had last year so yes" in the most nastiest rudest way like so I get the contact exam and that eyeglass exam in they try to charge me $60 for a contact exam when I ask them is it going to be the same price as it was last year and I had to pay $60 for a contact exam which I asked how much would it be before I got it . They made me pay the contact exam price which it was originally last year five dollars . So I was very upset and crying . I called the One 800 number on my receipt . To speak with customer service and they just didn't care. Was just as rude vision works in Slidell is the worst ever I will wear the same glasses until I find me a better company .

On Friday 12/16 the right bow of my distance glasses broke. I went to the store but found that the same frame was no longer available. Hence my current lenses that fit that frame could not be used. I selected another frame, but didn't have my current prescription.The manager said they would call on Monday to get my prescription. On Monday, a Visionworks' employee called me to say that they couldn't get my prescription because the doctor's office didn't have me on file. I called my doctor, whom I had just seen in March, and they told me no one called them. I assumed Visionworks either called the wrong number or gave the wrong name. At any rate, after I called the doctor, I recalled Visionworks and they said they would call again to get the prescription. I assumed things were fine, since I heard nothing from them. Today, January 2, I called Visionworks to ask if the glasses were ready. I was told they weren't ordered because I hadn't paid for them. I was irritated that no one had followed up to tell me this and said I would be in to take care of it. When I got there, I gave them my copy of my current prescription and found they didn't have it in my file. Not only was there NO updated prescription (from the phone call fiasco), but there was NO follow-up to let me know any of this. They retrieved my order from the "back" and told me they were waiting for the prescription. At this point, I was becoming very irritated. I asked how much longer my order would have been 'in the back' before someone would check on its status. The manager said 'forever' probably. This service is ridiculous: an unfilled order because of no prescription, no follow-up phone call to get the prescription, no phone call to tell me it was still in limbo . . . NOTHING! I asked the manager if he could offer me some kind of discount for the trouble and he said he couldn't do anything beyond the coupon discount. My irritation was inflated by his not admitting 'they dropped the ball', his not answering my questions directly, his placing the blame on this 'prescription thing', and his admitting that their system was inefficient, but 'oh well'. I once again asked how long it would have been on the shelf before checking to see why it was still there. He said it would just stay there. Another employee said that yes 'someone should have called me', but it just didn't happen. Very poor customer service and an apparent disinterest in customer satisfaction-what nonsense NOT to follow-up on pending orders.

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

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

Complaint: [redacted]
I am rejecting this response because:
Hello,
This complaint has not been fully resolved. While they offered to replace the glasses, my main concern was why they had told me this in the first place. I'd like to know what the problem is and why they believe I had to buy glasses from them. If they still believe this, I will not go back to them anymore since my insurance company disagrees.
Thank you, [redacted]

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Address: 6800 Charlotte Pike, Ste 110, Nashville, Tennessee, United States, 37209

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