Visionworks of America, Inc.

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 He was not happy when she explained to him that because his glasses, including the frame in questions, was 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 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 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

Complaint: ***
I am rejecting this response because: I never told this business to hold my glasses at the original location until 3/24/Do to the fact that I was getting the run aroundIt was as if no, one knew where my glasses would be nextYes, they returned my purchased p***e after continuous calling of the headquartersAs of today 4/7/16, I am wearing glasses that ar still not edged rightThey look rediculousThey will never have my business again.
Regards,
*** ***

Dear Revdex.com,
I thank you for making us aware of the complaint on behalf of Mr*** As always, at Visionworks, we pride ourselves in providing superb customer service and welcome every opportunity to ensure our customers' complete satisfaction On the date in question
(10/26/2016), the customer's frames were repaired and an order was placed for frames and it was decided at that time to do a full remake for the customer with lenses and frames Mr*** was satisfied with this resolution In speaking with the General Manager of the store, he has informed me that the customer has recently revisited the store and has purchased glasses for his children this past Saturday I thank you once again for allowing us to rectify the situation for Mr*** and allow us the opportunity to always ensure our customers' satisfaction.
Kind Regards,
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
Regards,
*** ***

I purchased glasses - trifocals -01/ 3/ multiple cracks appeared from outer edge radiating inward on both lenses They allowed me to purchase warranty (which was not mentioned when purchase was made) for $and for $more replaced lenses even though warranty covers "broken or scratched" damages more times the replacement lens had cracks appear, sometimes 3/way across the lens even through the correction Those times lens were replacedThe cleaning products I use were said to be acceptableThey said these lens - polycarbonate lens - were a very durable product and they had not had this issue previously, however one manager did say they had seen cracks from sunglasses left in a hot car all day They did say lenses were sensitive to alcohol exposureThey have told me that my prescription is not available in any other material Now the cracks have appeared again,
3/the way across one lens as well as smaller ones in both lenses They have offered me the option of paying 1/the retail price for replacement lens I have worn glasses for years, sometimes one pair for years without problems This problem is not from any sort of abuse or lack of care I would seem that cracks appearing from the edges which are enclosed in the frames would be related to shaping, installation or a defect in the manufacture of the lens and they should be warrantied by the manufacturer or supplier unless the know that the product is not durable

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*** 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

Dear Revdex.com:We would like to begin by giving you our thanks for illuminating for us the concerns of this customer We strive for the satisfaction of our customer's and are appreciative of any opportunity to address any issues or complications that may arise It is our
understanding that this customer has experienced a delay in receiving the glasses he ordered from us He states in his case to you that his purchase was July 18, and was told at that time his glasses would be ready by July 28, or sooner When he called to see if his glasses were ready, he states that he was told there was a problem and his glasses would not be ready until August 8, and he felt this was unacceptable.Let us begin by saying that we completely understand this customer's frustrations Unfortunately, there was a break on the lenses during a process called the cutdown; this is when they cut the lenses down to be ready to go into the frame We have been doing everything to get these glasses ready for him As this is a lens we special order from one of our vendors, it does take a bit longer; we were going to get him a pair of loaners to get him through until they were ready.Since the time of this initial case being brought to our attention, our Territory Director has spoken with the customer, yesterday in fact, and we were able to determine that the situation had been resolved We are making him a backup pair of glasses; additionally, we are refunding him the money he paid for the lenses in an effort to show good will and our willingness to make things right for our customers.We offer our sincerest apologies for the frustrations he felt, but we are glad we were able to assist this customer We look forward to working with this customer again in the future.Sincerely,Visionworks

Dear Revdex.com:Thank you for apprising us of this customer's concerns with his eye wear We are committed to making sure our customer's are satisfied and happy with their purchase and we enjoy any opportunity to assist our customers further if needed.In this particular case, at the time of his
purchase, the customer used an insurance plan that allowed him a $allowance towards his exam, service, and eye wear When the customer was ordering his eye wear, lens options were reviewed with the customer The associate assisting him on this day advised him as to the total cost of keeping him in the same products that he already had The customer made the decision not to add non-glare or transitions due to the upgraded price, even though he had been wearing transitions for years The glasses he received are exactly what he ordered on July Given the customer is not satisfied with the purchase he made, we have options which resolve his current concerns 1, he can take advantage of our day money back guarantee and return the glasses for a full refund 2, we can add transitions to his polycarbonate progressive lenses for an additional $ Or 3, we can make him a plastic transition progressive pair for an additional $40.The general manager at this location has spoken to the customer and gone over the options available to him The customer advised our GM that he would think over the options available to him and call back with his decision We are glad we were able to provide him with a few different options to resolve his issue and look forward to continuing to work with him.Sincerely,Visionworks

Complaint: ***
I am rejecting this response because the Visionworks reply did not address the salient points of the complaint.I also attach the prescriptions for review, which prove the mal-practice in my case.The two offending doctors should be reviewed for competency, alcohol, or drug abuse and for any other factor that can shed light on the reason for the errors.Good customer service would dictate that all of the customers examined by the two over the past years should be given a free exam, and if any suffered the same damage, a free pair of replacement glasses with lenses marked by a manufacturers code, along with expense reimbursementMy damages are $thus far
Regards,
*** *** ***

Here at Visionworks we take pride in providing excellent customer service and appreciate the opportunity to resolve any customer issues. Mr*** was contacted by our Territory Director Ms*** and was
apologized for his wife and daughter’s experience. Ms*** also refunded the *** family on 3-27-14, for their inconvenience. Please contact me if you have any questions

Dear Revdex.com:Thank you for bringing to our attention the concerns and frustrations of this customer. Here at Visionworks, we strive for excellent customer service; however, every once in a while, things do come up and we try to work them out one at a time.In this case, the
customer had an eye exam performed at one of our locations and he states that when he received his glasses he noticed the prescription was too strong. Our staff then performed a recheck on his eyes and we did his glasses again. He states at this point the prescription was even stronger than the first one and he refused to take the glasses and asked for a refund. The customer goes on to say that our staff explained that the insurance would not allow a refund, only a re-examination. Since learning of this customer's issue, we have been in touch with him to resolve the matter. We let the customer know that we were going to reinstate his insurance so that he could use it again at a time of his choosing. The Benefit Reinstatement paperwork was faxed to the insurance company on 7/27/and we explained that it does usually take 5-business days for full reinstatement. The customer expressed satisfaction with this outcome and only requested that we call back when the reinstatement was complete. We should be in touch with him in the next couple days. We regret this customer's initial dissatisfaction, but we are pleased we were able to work with him and resolve the issue for his peace of mind. Thank you again for your continued service in bridging the gap between our customers who need additional assistance and ourselves.Sincerely,Visionworks

We always appreciate the opportunity to address the concerns of our customers and therefore thank you for bringing to this case to usWe strive for excellent customer service and regularly engage in training at the store level to assist our associates in that endeavor.After reading through
this customer’s case, we have determined that we did have a customer service/communication issue at the store level when this customer visited usHe came to us in January of with a coupon for Buy One Get One free for complete pairs of glassesHe was quoted a price for those pairs of glasses of around $He states he indicated the coupon a second time and he was told that he could receive a discount and that price would be around $At that time he went ahead and ordered the one pair and was requesting in this case, to be given that 2nd pair of glasses for free.The lack of communication came in explaining the price differences and the details of the promotions we were offering at this timeThe Buy One Get One (BOGO) offer basically states that the customer can Buy One complete pair of glasses at regular price and Get One complete pair of glasses for freeThe pair of glasses he ordered at regular price was $519.93; this price included his frame, special order lenses, and an anti-reflective coating, all at regular price with no discountUsing the BOGO coupon this customer had, he could have received a second pair of glasses (frame, special order lenses, and tint) at no additional costInstead he chose to buy pair of glasses and take a discount of 50% off that one pairWe believe the issue for the customer stems from the promotions not being explained in a way that the customer understood.However, since that time, we have been in contact with this customer and because of the confusion, we have gone ahead and give this customer the second pair of glasses he had wanted at no additional chargeThis was a learning opportunity for us and so we thank you for bringing it to our attentionWe sincerely hope that we have cleared up this matter for the Revdex.com and are glad we were able to honor this customer desired resolution.Sincerely,
Visionworks

Dear Revdex.com, I thank you for notifying us of our customer Mr*** concern After careful review of the details of his complaint, the GM at the store has contacted Mr*** to discus his concernsIt has been agreed that the store will be replacing Mr*** lens at no
additional cost to him Our customer will be dropping the glasses off today, December 2,We want to apologize to Mr*** for the inconvenience and appreciate the opportunity to better serve our customer and rectify this situation Mr*** was satisfied with the resolution of this. Kind Regards, 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
From: *** *** Sent: Wednesday, July 01, 10:AM To: info Subject: Visionworks
complaint, ID #*** I received a phone call from Visionworks supervisor, Aug1, She said the glasses cost $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 $dollars is an awful amount of money to pay for glasses. Thank you for your support in this matter. Case closed, *** ***, ID# ***, thank you
Regards,
*** ***

Dear Revdex.com:
Thank you for bringing us the concerns of this customer She has come to you because she felt she was given misinformation with regards to her prescription and needs resulting in purchasing glasses she was unsure if she actually needed We have reached out to this
customer and discussed the issue at length Her exam was from August She came back in April and had another exam, due to the difficulties she was experiencing focusing with her glasses Due to her medications she takes for other health concerns, her prescription changed and will continue to change as a side effect of the medication In April, this customer was offered 50% off replacement lenses by the GM of the store due to this change in her prescription The customer stated at that time she wanted to think about it, but she never came back to the store Since this case was filed with the Revdex.com, we have offered to replace her lenses at no cost to her as a one time courtesy, along with 50% off the 2nd pair since the prescription change is over months old The patient has an astigmatism, so unfortunately she cannot just use over the counter readers and be comfortable, this was discussed with the doctor and staff The customer expressed satisfaction with this resolution We are so glad we were able to assist this customer with her concerns and look forward to serving her in the future.Sincerely,
Visionworks

Thank you for the courtesy e-mail pertaining to complaint ID# ***. Here at Visionworks we take pride in providing excellent customer service and thank you for the opportunity to resolve customer
issuesMr*** was contacted by our *** *** *** *** on 1-27-and was apologized to about his bad experience pertaining to the miscommunication regarding his frame and lenses. Mr*** chose to get a full refund which was given to him on 1-27-2014. Mr*** was also offered a free pair of digital lenses for his inconvenience, but he declined the offer. 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
My complaint against Vision Works has been resolved. Thank you *** ***

Complaint ID#***
*** ***
Dear Revdex.com,
Here at Visionworks we take pride in providing excellent customer service and appreciate the opportunity ro resolve any customer issue. Our *** *** *** *** contacted Ms***
and apologized for the dissatisfaction she had at our location. *** *** offered an additional $credit for the eyewear that was purchased. Please contact me if you have any questions
Thank You
*** ***

Dear Revdex.com:Thank you for bringing to our attention the concerns and frustrations of this customer. Here at Visionworks, we strive for excellent customer service; however, every once in a while, things do come up and we try to work them out one at a time.In this case, the customer had an eye exam
performed at one of our locations and he states that when he received his glasses he noticed the prescription was too strong. Our staff then performed a recheck on his eyes and we did his glasses again. He states at this point the prescription was even stronger than the first one and he refused to take the glasses and asked for a refund. The customer goes on to say that our staff explained that the insurance would not allow a refund, only a re-examination. Since learning of this customer's issue, we have been in touch with him to resolve the matter. We let the customer know that we were going to reinstate his insurance so that he could use it again at a time of his choosing. The Benefit Reinstatement paperwork was faxed to the insurance company on 7/27/and we explained that it does usually take 5-business days for full reinstatement. The customer expressed satisfaction with this outcome and only requested that we call back when the reinstatement was complete. We should be in touch with him in the next couple days. We regret this customer's initial dissatisfaction, but we are pleased we were able to work with him and resolve the issue for his peace of mind. Thank you again for your continued service in bridging the gap between our customers who need additional assistance and ourselves.Sincerely,Visionworks

Dear Revdex.com:Thank you for bringing us the concerns of this customer She has come to you because she felt she was given misinformation with regards to her prescription and needs resulting in purchasing glasses she was unsure if she actually needed We have reached out to this customer and
discussed the issue at length Her exam was from August She came back in April and had another exam, due to the difficulties she was experiencing focusing with her glasses Due to her medications she takes for other health concerns, her prescription changed and will continue to change as a side effect of the medication In April, this customer was offered 50% off replacement lenses by the GM of the store due to this change in her prescription The customer stated at that time she wanted to think about it, but she never came back to the store Since this case was filed with the Revdex.com, we have offered to replace her lenses at no cost to her as a one time courtesy, along with 50% off the 2nd pair since the prescription change is over months old The patient has an astigmatism, so unfortunately she cannot just use over the counter readers and be comfortable, this was discussed with the doctor and staff The customer expressed satisfaction with this resolution We are so glad we were able to assist this customer with her concerns and look forward to serving her in the future.Sincerely,Visionworks