Visionworks of America, Inc.

Dear [redacted]  Thank you for bringing Mr. [redacted] complaint to our attention.  After review of  the details of the complaint, our customer was contacted by the store he visited.  Mr. [redacted] expressed his concerns about the costs of the tests performed and the out of pocket...

costs for  a contact lens fitting.  At Visionworks, we take pride in providing great customer service and welcome any opportunity to better serve our customers.  Our customer has been fully refunded and we want to apologize for any inconvenience incurred.   Thank you,Visionworks

Dear Revdex.com:Thank you for getting in touch with us regarding the complaint filed by this customer with your organization.  Here at Visionworks, we pride ourselves on our customer service, and enjoy any opportunity to learn and grow to better serve our customer.In this case, the customer made her...

appointment and gave her insurance information at that time.  3 weeks later when she went to her appointment, she was not informed that we no longer accepted her insurance until after her appointment was done.  This is regrettable and will be taking steps to rectify the situation.  Our area manager for this location did reach out to the customer and is issuing a full refund for the unexpected and avoidable out of pocket costs she paid that day.We would like to express our sincerest apologies for this mistake and are thankful to have been able to rectify the situation so quickly.  The customer expressed satisfaction with this resolution.Sincerely,Visionworks

Dear Revdex.com, I thank you for bringing the complaint on behalf of our customer to our attention.  After review of the complaint, it was determined by the doctor's office that a refund would be given.  The refund of $102.09 is being processed for [redacted].  At Visionworks, we take great...

pride in the customer service we provide to our customers.  We welcome any opportunity in better serving our customers.  We want to take this time to apologize to [redacted] for any inconvenience and appreciate the opportunity to rectify the situation.  Thank you,Visionworks

Dear Revdex.com,  After reviewing the details of our customer's complaint by the territory director of the store in question I was informed of the following: We have provided a refund to the customer and have allowed her to keep the one pair of glasses.  Ms. [redacted] was content with the...

resolution.    We want to take this time to apologize to Ms. [redacted] for any inconvenience and truly appreciate the chance to rectify the situation.  At Visionworks,  we take great pride in providing the best customer service and welcome the opportunity to ensure the satisfaction of each and every one of our customers.   Kind Regards, Visionworks

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.  
This matter has been resolved. Thank you for your presence  [redacted]

Dear Revdex.com,I thank you for uprising us again on the rejection of our response of our customer's complaint.  After reviewing the details presented on behalf of Ms. [redacted], the Territory Director for the store contacted her and assured her that there is no negative documentation in her patient file and we will honor her request of transferring her records over to the store requested.  Once again, we want to apologize to Ms. [redacted] and appreciate the opportunity that was given to us to better serve her as our customer.  Thank you,Visionworks

Dear Revdex.com, In response to the complaint on behalf of our customer [redacted], I thank you for bringing this to our attention.  After reviewing the complaint, I worked with the GM at the store who informed me that on 9/9/2017, Mr. [redacted] did in fact arrive at the store to pick up the...

glasses but unfortunately did not arrive from our distribution center on the date promised.  At that point, Mr. [redacted] was offered a full refund which he declined.  The GM apologized and informed the customer that it was something out of their control.  The store did include a lens cleaning kit and an Eyeglass Protection Plan for the inconvenience and also apologized to Mr. [redacted].  At Visionworks we strive to provide superb customer service and welcome each opportunity to better serve our customers.  Once again, we want to apologize to Mr. [redacted] for the inconvenience incurred.  Thank you, Visionworks

Dear Revdex.com:   [redacted]. visited a Visionworks location in Lakewood, CO and requested refunds for his eyewear purchase and his eye exam services.   His eyeglass purchase was previously refunded.  Additionally [redacted] the GM at the Lakewood location, processed a refund for his exam...

services on January 18.  He will receive his refund check in 7-10 business days.   Thank you for alerting us to this customer’s dilemma so that we could take care of him.  We work very hard to meet or exceed our patients’/customers’ satisfaction in providing affordable eye care.  However, once in a while, unexpected complications arise that are unfortunate and we try to work them out one at a time.  We regret [redacted]’s dissatisfaction with their service and apologize for his inconvenience.    Sincerely,   [redacted]

Dear Revdex.com,Thank you for uprising us on the complaint presented on behalf of our customer [redacted].  After reviewing the details of the statement of the problem, it has determined to provide a full refund to Ms. [redacted]  We want to apologize to M[redacted] for any inconvenience and...

appreciate the opportunity to rectify the situation.  As always, Visionworks takes pride in ensuring customer satisfaction.  Sincerely,Visionworks

Dear Revdex.com, I thank you for making us aware of the complaint presented by Ms. [redacted].  As always we welcome every opportunity to resolve any issues and also pride ourselves in providing excellent customer service to our customers. After sending the details of [redacted]...

complaint to the store where services were provided, I have been contacted by General Manager Anthony Martinez whom has advised that he has made attempts, both recently and in the past regarding the same issue Ms. Rodriguez has expressed.  The GM has promised and is willing to remake the customer's lenses and refund her money using the original prescription from the last eye doctor she saw.  Unfortunately, it is not possible to switch the prescription on the lenses since we are unable to alter the prescription.  Could you please advise the customer to contact our GM [redacted] at [redacted] so that we may speak with her in regards to this. -Thank you,Visionworks

Dear Revdex.com,  Once again I thank you for bringing to our attention the complaint filed on behalf of our customer Ajoke [redacted]. Attached is the copy of the receipt where refund was processed and given to the customer dated 02/17/2017.  We apologize once again for any inconvenience and are grateful for the opportunity to resolve any issues.  Thank you, Visionworks

Complaint: [redacted]
I am rejecting this response because: I feel that the company is taking advantage of the buying public.  Again, I paid over an hundred dollars in cash.  At least, I should receive a pair of free glasses valued at this amount.
Regards,
[redacted]

Dear Revdex.com:Thank you for sending us the concerns voiced by this customer.  While we have been running a Buy One pair Get One pair Free promotion, all signage regarding the promotion does state that the offer cannot be combined with insurance.  We do have a separate promotion which consists...

of a customer being able to use their insurance on the first pair of glasses and receive 50% off a second pair.  We do strive to ensure that our customers are aware of the various promotions we may be running at any given time to include any restrictions.  We have talked with the store where the discussion the customer describes took place and are ensuring that all staff understand the importance of being very clear as to what promotions are available and which may work best for a particular customer.  In this case, the GM welcomes the customer to back into the store, should they choose, and they will honor the 50% off a second pair, since she has already used her insurance.  They GM looks forward to hearing back from the customer and assisting her with the second pair of glasses requested.Sincerely,Visionworks

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

Dear Revdex.com, As always, we strive and are eager to address all customer complaints and ensure we provide the best customer service possible.  I thank you for reaching out to us with this complaint and want to let you know that since receiving the complaint I have reached out to the Territory...

Director for the store where service was provided.  The Territory Director has informed me that the store has made attempts on two occasions to contact the customer, leaving voice messages and the customer has not yet responded.  Please let the customer know that we are eager to work with him and look forward to a return phone call to discuss resolution of this case.

Dear Revdex.com, I thank you for making us aware of the complaint on behalf of Mr. [redacted].  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. [redacted] 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. [redacted] and allow us the opportunity to always  ensure our customers' satisfaction.  Kind Regards, Visionworks

Dear Revdex.com:We would like to
thank you for extending our initial response to this customer. Please note that the customers
response is accurate and we do apologize for this oversight. When accessing the
customer’s purchase records from home office it denotes the customer record as
“remake” which is generally performed at no cost. In this case the customer did
incur a cost  which is the difference in charge going from a single vision
pair of glasses to a multifocal (bifocal/progressive). It is unfortunate that
the term language barrier was used. Purchasing glasses and dealing with the
complexities and myriad of choices involved can be conducive to
misunderstandings, both by a customer and in this case store eyewear
specialists. We are thankful that he was able to reach a resolution with the
store location. If any further issues arrive, our Customer Service Department
is more than willing to assist her and act as a liaison between him and the
store if the Store Manager is unable to provide complete satisfaction. Our
customer service contact information is 800-669-1183.Again, we would like to express our sincerest
apologies to this customer and look forward to assisting him in the future at a
time of his choosing.Sincerely,Visionworks

Good Afternoon,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 AssociateVisionworks of America, Inc.175 East Houston Street, San Antonio, TX 78205Office: 210.901.7731   Fax: 210.524.6784Hello, 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]

The company called yesterday after l submitted my complain to Revdex.com.  I am expecting a refund. I guess its ok to remove complaint.  Thanks [redacted]

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