Visionworks of America, Inc.

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.
From:
font-family: Calibri, sans-serif;"> [redacted] Sent: Wednesday, July 01, 2015 10:28 AMTo: infoSubject: Visionworks complaint, ID #[redacted]   I received a phone call from Visionworks supervisor, Aug. 1, 2015 She said the glasses cost $400.00 dollars for one pair.  I wished her good luck on future sales, and an early retirement.  No refund will be made by Visionworks.  I still say $400.00 dollars is an awful amount of money to pay for glasses.  Thank you for your support in this matter.  Case closed, [redacted],  ID# [redacted], thank you.
Regards,
[redacted]

Dear Revdex.com:
We would like to extend our sincerest apologies if this customer feels that we have been anything less than understanding and helpful with regards to this customer's situation with his sunglasses; we certainly do not want any of our customers to feel that we simply do not care.  On the contrary we absolutely do understand, care and empathize with his concerns, and very much want to help this customer.  The simple fact of the matter is, the glasses in question are 7 years old.  There is not a single frame that has a warranty that lasts that long and we do not have the capability to fix the glasses to their original state.  We have, as an alternative, offered to search for the same exact frame and discount that frame for the customer; it must be the exact frame in order to save his lenses, as lenses are cut to fit their specific frame and are not interchangeable.  If the same exact frame is not available the only other option is a new pair of glasses.  By law we are required to have a new prescription to make new lenses which are more than 1 year old; that is not our policy but a legal requirement.  If we cannot find the original frame, and this is the only option left, we do have many options to choose from to get the very best price available for that new complete pair.  We understand and empathize with the frustration this customer feels at our inability to accommodate in the exact way he would prefer, however, we have offered alternatives and will stick to those alternatives if he is willing to work with us.  We have done everything in our power to assist and resolve his concerns, even going so far as to temporarily repair the current pair of glasses in the only way we can so that he could use them until he decided which alternative would better suit him. Again, we are more than willing to help, and have outlined all possible options available to this customer given the age of the glasses in question.  We welcome him to come back to the store and work with us to find him the absolute best option available to resolve his situation.
Sincerly,
Visionworks

Complaint: [redacted]
I am rejecting this response because:
Visionworks had the prescription on file from the outside doctor (I had submitted it to them) and when I asked for it they claim they do not have it. secondly, I contacted the office where Visionworks is stating I obtained the exam (through LensCrafters at the Brandon mall) and they also claim they do not have the prescription on file. The optometrists I have been to state my prescription is a complicated one, the easiest solution is for Visionworks to provide me a record of the work order if they do not have the script, but they are wanting to create a monopoly by failing to release the records they do have. I have already gotten my eyes examined three times and the scripts that have been made are inadequate for my Vision. In this case, Visionworks or LensCrafters have dropped the ball in terms of having the prescription on file. I was told prescriptions/records are destroyed every 5 years and it has only been 3 years.
Regards,
Vanita Sahasranaman

Dear Revdex.com, 
As always, at Visionworks we pride ourselves in providing superb customer service and appreciate every opportunity to better serve our customers.  I thank you for allowing us to address Mr. [redacted] complaint.  After careful review of the details to the...

complaint, the territory director for the store in question has informed me that the frames are being replaced at no cost to the customer.  The customer is satisfied with the resolution.  Thank you for allowing us to rectify the situation for our customer. 
 
-Visionworks

Complaint: [redacted]
I am rejecting this response because:the $50.00 was not a reward for the unexpected delay.  It was because they count deliver the type of lens I had ordered, which was at a cost of $50.00.  They did reimburse me for the delay.
Regards,
[redacted]

Dear Revdex.com:
We would like to express our appreciation for sharing with us the concerns of this customer.  While we always try to excel in our customer service, we understand that every once in awhile complications do arise which require further attention.  In this particular case,...

the customer stated in their case filed with you that he was very upset with what he describes as poor treatment by one of our managers and he did not appreciate our attempts in the store to rectify the situation with his prescription sunglasses.  The following is a summary of our encounter with this customer and our attempts to assist him to the absolute best of our abilities.This customer first spoke to one of our supervisors at store 229.  He was not happy when she explained to him that because his glasses, including the frame in questions, was 7 years old having been purchased back in 2009, was no longer under warranty.  She did offer to allow him to purchase a new frame with a 25% discount as an act of goodwill to the customer; generally after 7 years, a whole new set of glasses would need to be purchased, but she wanted to assist him.  He did not find this offer satisfactory and then spoke to the GM of that store.  He immediately asked for her name saying he was going to her the store into the Attorney General office.  The GM listened to what the customer had to say and asked him to please visit the store so that we could assist and try to meet his needs.  He stated he did not live on that side of town and would not go to that store.  The GM then asked about where he lived so that she could work with a store closer to him to help him with his broken frame.  He asked about a Brooklyn location and the GM faxed the original purchase information over to that location, store 230, and spoke to the Retail Supervisor (RS) at the new store.
When this customer arrived to store 230, it was identified that the spring hinge on one of his temples was broken; unfortunately, this is not something we can fix.  The GM of the store explained to the customer that we could not fix it, but that we could put shrink wrap on it to hold it in place until he could get a new pair.  The customer was expecting to receive a free temple replacement which as the GM explained to him was something we simply were not able to do.  The GM informed the customer he would have to purchase either a complete new pair or replacement frame if that particular frame was available as the glasses were 7 years old.  The customer stated to the GM, you know why I'm here and you should know what to do based on the conversation with the other manager.  The GM then took the glasses to apply the shrink wrapping to them to get him through as the customer did now want to purchase a new pair or even consider a replacement frame at the discounted rate.  The customer then got very upset and left the store after yelling quite loudly on his way out of the store.
Unfortunately, despite our best attempts to assist and offer a resolution; nothing we can do was able to satisfy the customer.  We find it very unfortunate that we were unable to assist the customer to his satisfaction; however, our hands are tied.  His glasses are quite old and legally we are required to have a new prescription (within the last year) to fill a glasses prescription.  Additionally, we did offer to replace the frame at a discounted rate, but the customer did not want to take advantage of the offer.  Additionally, the temporary repair job was explained to the customer, and is the only sort of repair we have the capability of making.  We would like very much to assist this customer and bring about his satisfaction with our product and services; however, all attempts to assist have been rebuffed.  
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.  [redacted] was contacted by our [redacted] who apologized  to [redacted] about how the service was provided. [redacted] went over the fees and [redacted]  said the fees were charged as she expected. [redacted] wanted Visionworks to know she thinks we intentionally tried to charge her daughter fees that were not correct.  [redacted] assured her that would never be the case and that our goal is to provide the highest level of service possible. [redacted] thanked her for her input and apologized for the poor service she felt her daughter received.  Visionworks will be calling [redacted] when her daughter’s contacts arrive from the vendor and shipping them to her in California.  Please contact me if you have any questions.
 
Thank You
 
[redacted]

Good Afternoon,
125); font-size: 11pt; font-family: Calibri, sans-serif;">I just wanted to follow up on this case.  We have received further information from the customer and have determined that he did in fact visit one of our stores; in another state but he was at one of our stores.  We still cannot figure out why we couldn’t find him.  In finally finding which of our stores he visited we discovered what happened in his case.  The customer asked about the contacts and was quoted a certain price.  When the customer’s order was then put into our computer system, a different price came up.  At the time of the price difference, a GM was not called and the store was not called after the customer left.  We regret that the associate did not fix this when it first occurred and wish our GM had known of the issue at the time; if the GM had been informed we would definitely have taken care of it right then and there.  We are refunding the customer’s credit card the difference in the price and our GM is reaching out to the customer to apologize for the inconvenience.
Please let me know if you need anything further from us.  Also, can you please let us know who our point of contact is going forward?
Kind Regards,
[redacted]
Store Operations Associate
Visionworks of America, Inc.
175 East Houston Street, San Antonio, TX 78205
Office: 210.901.7731   Fax: 210.524.6784
Hello, Our company received the below complaint filed by consumer [redacted].  Unfortunately, we are unable to find this consumer in our system.  Our Territory Director has reached out to all the stores in surrounding area and in individual location’s computer systems and cannot locate the transaction or the customer for that matter.  We do not believe this customer made his purchase with us and ask that you discuss with the customer.  Also, I have noticed that the Revdex.com complaints no longer have [redacted] name attached at the bottom, but a [redacted] is signing all of our recent cases.  Has our dispute resolution specialist been changed to a new contact.  Please advise if we need to update our information. Thank you, Aimee C. Brake Store Operations Associate Visionworks of America, Inc. 175 East Houston Street, San Antonio, TX 78205 Office: 210.901.7731   Fax: 210.524.6784 [email protected]   www.visionworks.com [email protected]

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]

Dear Revdex.com:We would like to begin by offering you our thanks for apprising us of this customer's frustration with the purchase of eye wear for their child.  This customer states that they had found a statement on our website which basically says that children under 13 years old will...

receive FREE polycarbonate lenses.  The customer goes on to say that when they were in the store, they were charged for each lens.  Upon questioning why they were being charged for each lens, the associate stated that they had never heard of free lenses for a kid and then the customer says the manager said the same thing.  The store ended up giving them 2 pairs of glasses using the BOGO (Buy One Get One) promotion and the customer paid far more than they were expecting.  They also state in their case to the Revdex.com, that when they got home, they called Visionworks Customer Service and that associate told them that the free lenses were only for certain frames.  As you can see there is quite a bit going on here and we are going to do our best to answer each and every concern or facet of this case thereof.We would like to begin by apologizing for this customer's frustrations and their feeling of being misled by an advertisement they state they found on our website.  We do have standard pricing for kids glasses, and that is 2 complete pairs of glasses for $99.  This standard pricing does include 2 frames up to a $69.95 value and polycarbonate lenses for each pair of glasses for $99.  If a parent were to help their child choose a frame that exceeded the $69.95 limit, a parent would then only have to pay the difference of the frames. We can completely understand that what the customer was looking at was perhaps not clear enough as to any stipulations that may come along with free lenses and we have reached out to our marketing department to take a look at this wording.  As far as the various associates that were asked for clarification, it sounds like the customer was not given clear explanations and we are looking into coaching to help improve the communication between the associates at the store and the customer.  In the meantime, we have spoken with this customer and expressed our understanding of their position as well as apologized for the misunderstanding.  We have subsequently given the customer a refund of $150, $100 for the lenses and $50 for their frustrations, in an effort to show goodwill and understanding.  We value our customer's insights and strive to learn from every opportunity.Sincerely,Visionworks

I'd like to start off by saying that the staff of the Visionworks that I went to was very friendly and always willing to help. However, some of the employees lack understanding of the product and did not pay attention to what they were doing, but the main problem was the quality of the lenses. On October 28, 2015 I purchased a pair of glasses from Visionworks for the first time ever. A week later, I received the glasses and I knew something was off, but the staff insisted that I just needed to get used to the new glasses. I week went by and I still could not see properly and was getting headaches so I took the glasses back and they remade them. Something was still off so after another week I took them back again and explained to one of the employees how it was the second time I take the glasses back and I described how I could only see through certain areas of the lenses. She examined the glasses and determined that the optical center was not in the correct place. If the optical center is off, then it changes the prescription of the lenses. Now, I have prescription of -6.00 on the left eye and -6.75 on the right eye so my eyes tend to be more sensitive to the changes in the optical center. So, once again they had to remake the lenses. I was very frustrated since only one out of the three employees I encountered was able to figure out the issue. I got the glasses back and they were fine. Unfortunately, my problem with the glasses was not done. Three weeks later, I notice a scratch like smudge on the right lens. At first I thought I had scratched the glasses, but the smudge kept expanding. It turns out that the anti-glare was coming off. I took them back to the store and explained the issue. At first they assumed it was my fault, but then I explained how I only clean my lenses with the liquid cleaner and cloth that I purchased from their store. The staff was very understanding and they agreed to replace the lens. They decided to replace both lenses just in case the defect was on both of the lenses. A couple of days later, I picked up the glasses and once again, something was off. I asked one of the employees if the technician has remembered to put the optical center in the correct place and the answer was no. So they remade the lenses once again. I got them back at the moment and something was still a little off, but I decided to take them home and see if it was just me. After about four days I kept getting a pressure/headache on the right side of my head. I took the glasses back again and had them check the glasses, it turns out that they had still not gotten the optical center in the right place. Once again, they replaced the lenses. A few days later I got them back and they were fine. Now, it's been about a month since the last time they fixed the glasses and once again the anti-glare is coming off. This makes it really hard to see through those areas. The quality of the lenses is very poor. I've been wearing glasses for over nine years and I have never had so many issues. As a result, I decided to go to a different optical and pay for a new pair of glasses with a new pair of lenses. I'm just tired of having to keep going back to only receive more problems. Not to mention, my 30 day warranty for Visionworks is long gone, which means I would have to pay to get the lenses fixed. My main point is that the staff was always helpful, but they lacked attention to detail. Unfortunately the customer service I received was not enough to outweigh the fact that Visionworks had poor quality lenses and the lab technician could not get the optical center in the right place. I am very unlikely to recommend the lenses at Visionworks and will not be going back to for their services.

November 5, 2016
I ordered two pair of glasses at Visionworks, 2060 Market Drive, Stillwater, MN 55082. I requested that the lens material used be the same as the glasses that I had ordered from Visionworks on October 14, 2013 and on May 7, 2015. J., a Visionworks associate, placed the order for me.

November 16, 2016
I picked up my order and started to wear my new glasses. I traveled to Denver, CO and every time I was in a vehicle, I experienced difficulty using the glasses.

November 30, 2016
I called K.J.E., the General Manager, at the Visionworks store in Stillwater. I explained to K.J.E. that I was not able to use the glasses for driving because of how they were refracting light and that they caused dizziness. He checked the recent order and my last two orders. My November 5, 2016 order was incorrectly filled with polycarbonate lens material instead of CR-39 plastic lens material like my last two orders. K.J.E. stated that he would personally handle the remake of my glasses and that I would be reimbursed for the difference in price between the plastic lenses and the polycarbonate lenses. [I now question if J., the Visionworks associate, intentionally placed my order with the more expensive polycarbonate lens material.]

December 12, 2016
I called K.J.E. and he stated that the “glasses are not in yet” and that he would call me when they arrive at the store.

December 29, 2016
I waited on hold for 15 minutes to talk to K.J.E. He stated that he had been on funeral leave for two weeks. He stated that the lenses for the glasses “broke in the factory”. He stated that he was personally handling this matter and that the glasses should be at the store in one week. He stated that I would receive a full refund of $285.56 because of everything I had been through.

January 13, 2017
I called Visionworks in Stillwater, MN. I was told that K.J.E. was in the Roseville, MN office for the next two weeks. Furthermore, there was NO RECORD for the remake of my glasses on file at Visionworks in Stillwater, MN.

I went to the Visionworks store in Stillwater, MN and met with A.H., Retail Supervisor.
She stated that K.J.E. never processed my glasses remake order on November 30, 2016. I noted that K.J.E. had lied to me on November 30, 2016, December 12, 2016 and December 29, 2016 when he told me that he personally had handled this matter for me and that my glasses would be remade promptly.

A.H. processed my reorder and assured me that my glasses would arrive by January 23, 2017. I requested a full refund of the payment I made 69 days earlier on November 5, 2016.

January 16, 2017
I called E.B, Territory Director for Visionworks and detailed the poor customer service that I received and the lies that I had been told by K.J.E. about the promised remaking my glasses. He told me that he was going to check into this matter and call me back.

E.B called me back four hours later. He stated that what had happened to me was a “comedy of errors”. I questioned why K.J.E., the General Manager of the Stillwater, MN, had lied me to on three separate occasions. E.B. stated that he did not know why and that he would be handling this matter internally. He apologized and stated that I received a full refund on January 13, 2017 and that I would be receiving ‘free glasses’. E.B. was unwilling to provide me with a written apology or a written explanation of why I had received such poor customer service.

I stated that the February 2017 issue of Consumer Reports magazine evaluated eyewear retailers. Visionworks was ranked 33 out of 39 companies. My experience with the incompetence, deception, questionable business practices and poor customer service at Visionworks, Stillwater, MN certainly validates that low ranking. I now wish the review had been published before I had the misfortune of going to Visionworks in Stillwater,MN on November 5, 2016.

Dear Revdex.com:Thank you for apprising us of this customer's situation so that we may have the opportunity to address her issue.  In this case, the customer states that over a year ago she purchased eyewear from us and approximately 6-8 months ago, a coating on the temple of the frame...

started wearing off.  She says this caused a rash to the side of her face and that she subsequently could no longer wear her glasses.  Her desired resolution was to replace her frame.We are pleased to report to you that the Territory Director for this customer's store location reached out to her and her husband to discuss the situation.  After this discussion, it was decided to replace the frame for the customer at no additional charge.  Because it has been more than a year since her last prescription, she understands that she needs to bring a new prescription with her when she comes in for the new frame.  The customer expressed satisfaction with this resolution and will come in to have another exam done and pick the new frame soon.We are glad to have been able to resolve this situation to the customer's satisfaction and look forward to serving her and her family in the future.Sincerely,Visionworks

Dear Revdex.com:We would like to take a minute to thank you for letting us know about this customers additional concerns with regards to the resolution we outlined in our last correspondence to you.  Additionally, we would like to sincerely apologize for any confusion or frustrations this customer felt.  We are working very hard to clear up this matter and believe we have come to the correct and precise resolution to this customers original dilemma.As stated previously, we are providing this customers child a brand new complete pair (frames and lenses) of eyeglasses at no charge to the customer.  We are also providing them with an additional frame at no charge to this customer.  Furthermore, we are understand that during the initial purchase of eyewear purchased for her child, she also purchased a warranty for said eyewear only to later discover that this warranty was not needed as the eyewear was covered by her family's current insurance.  Upon learning of this, we are issuing her a full refund for the purchase of that warranty.  Please be advised that the new complete pair of glasses, the additional frame, and the refund for the purchased warranty are currently available for pickup at the originating store.Again, we would like to express our sincerest gratitude for getting in touch with us regarding this customers predicament; we are pleased we were able to work with this customer in securing the resolution requested.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.  Mr. [redacted] was contacted by our [redacted] Mr. [redacted], Mr. [redacted] said he was satisfied with his eyewear,...

but,felt misled by the advertisement.  Mr. [redacted] apologized and addressed his concerns.  Please contact me if you have any questions.
 
Thank You
 
 
[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]

Dear Revdex.com, 
At Visionworks, we appreciate every opportunity to resolve any uprising issues or customer's concerns.  I was informed today by our territory director for store [redacted] that Ms. [redacted] picked up her glasses on Saturday, October 29,2016.  We want to thank you once again for allowing us to rectify the situation for Ms. [redacted] and apologize for the inconvenience. 
Thank you, 
Visionworks