Visionworks of America

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 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, Here at Visionworks we take pride in providing excellent customer service and appreciate the opportunity to resolve any customer issues Mrs [redacted] was contacted by our Territory Director Mrs [redacted] and was apologized to for any confusion pertaining to her prescriptionMrs [redacted] 's contact lens prescription is valid for two years in the state of Minnesota and will expire on 4-2- Please contact me if you have any questions Thank You [redacted] *** [redacted]

I have asked Visionworks several times to stop spamming meNever have my complaints been acknowledgedI continue to receive spam, as I did again this weekI am so disappointed that the company refuses to heed my request that I have decided not to return to its store in my hometownIt is too bad the corporate office cannot respect my wishes to be left alone, as I believe the local people try to do a credible job

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/(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

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:Thank you for bringing this customers situation to our attention so that we may have the opportunity to reach out to him and discuss his concerns and see what we can do to resolve this situation We pride ourselves on excellent customer service; therefore, when unfortunate complications arise, we appreciate being given the opportunity to solve any issues that come up.It is our understanding that this customer had an issue with the coating applied to the lenses of his glasses about months after purchase He had initially used insurance with the original purchase, and therefore was told that he would have to pay an additional fee to fix the probem.We have been in contact with this customer today and discussed his situation We have apologized for his inconvenience and have gone ahead and ordered new lenses to replace the ones with the problem The General Manager for this location will be reaching out to the customer as soon as the new lenses arrive to get them fitted into his frames The customer expressed his appreciation and thanks for us resolving this matter.We are so pleased we are able to come back to you and let you know that this customers desired resolution is being fulfilled to his satisfaction We look forward to servicing this customer and his family in the future Thank you again for allowing us the opportunity to make this right for the customer.Sincerely,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 Regards, [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***, 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

Revdex.com: I went to Tysons Visionworks twice, in Saturday afternoon and just nowFinally they found out how to make the refundI think this is the easiest way nowIf I accept their trial lens, I have to go back for fitting for a couple more times -- could not afford the timeI 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: Thank you for getting in touch with us and relaying this customer's concerns and frustrations as they pertain to her recent visit to our store We are committed to making sure our stores provide excellent customer service and therefore appreciate any opportunity to discuss and make changes as needed to ensure that excellence It is our understanding that this customer brought in their child for an eye exam and arrived before our store opened for the day In her case to you, she mentioned a few areas where she felt we were lacking and we'd like to address them for the Revdex.com and the customer as best we can Our store and the Territory Director for that store has called the customer several times with no success and left messages with no response from the customer The Territory Director has spoken with the named manager on duty from the customer's case about all of the issues this customer discussed in her case to you so that they are aware of those areas where they can improve In reference to the wait time she described in her case with the Revdex.com, there were around or so walk in patients at the door when the store opened and with that many patients there will be a wait time which we know can be frustrating We understand there were areas that need improvement with regards to that initial wait time and getting patients ready to be seen and have addressed those issues at the store With regards to receiving an eye exam for her child for the $1.00, it has come to our attention from the paperwork filled out that first visit that the child has a certain insurance which will cover the cost of the eye exam in full and so she does not need to wait for a promotion on eye exam costs to be seen and save money; her exam is covered in full We would like to take this opportunity to apologize for the customer's frustrations and dissatisfaction and hope that with the knowledge that her child is entitled to an exam at no cost through her insurance we hope that she will contact us very soon so that we may service her and demonstrate to her our committment to excellence in customer service We look forward to serving her and her family in the future

Complaint: [redacted] I am rejecting this response because:I do not think l waS told anything like people thatI ordered no line bifocas with prgresive lens I would however concider taking the plastic l Lens with progresive coating if they were sent to me at no additional cost Regards, [redacted] ***

Dear Revdex.com:We would like to start by thanking for bringing to us the concerns of this customer Unfortunately, this customer was unhappy with her experience at one of our locations and was unable to get in touch with someone from our Customer Service Department So as this is the first any one has known about her concerns, we have done our very best to resolve her concerns to her satisfaction.The basis for this complaint is that she felt pressured into purchasing a frame that she was not particularly happy with because her insurance required her to do her exam and purchase eye wear from the same location She feels this is untrue and have asked us to respond to that in addition to her continued dissatisfaction with the frame she did purchase from us.We have been in touch with this customer and have offered her many avenues to make this right for her We have offered her the opportunity to return the frame she is not happy with and pick something else due to the numerouis selection and new styles that have arrived in the past months We have also offered her a refund of $if need be as well At this point she say she may just keep the current glasses and wait until her next exam or just get lenses in her old frames We have offered her a discount towards that interest also, if that's the path she chooses Additionally we have offered her other locations that may be convenience to her and making sure we put her in touch with an experienced frame stylist to better assist her in her choice As far as the insurance issue, we are taking a good look into the discrepancy she described in what our book pages say (instructions for particular insurance plans) and what she was told by her insurance benefits provider We did also review her out of pocket expenses and savings and she did not seem to have any concern about the cost.We are still going to be in touch with regards to the above resolution details as well as getting her the name of the doctor she liked so much and more clarification with regards to her benefits and whether she must purhcase eyewear with the company she has her exam done with.Thank you again for giving us this opportunity to make things right for this customerWe welcome the opportunity to serve her and her family in the future.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 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 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 $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 $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 number on my receipt To speak with customer service and they just didn't careWas just as rude vision works in Slidell is the worst ever I will wear the same glasses until I find me a better company

Thank you for bringing this customer’s concerns to our attention so that we may have the opportunity to address themWe work very hard to meet or exceed our patients’/customers’ satisfaction in providing affordable eye careHowever, once in a while, unexpected complications arise which are unfortunate and we try to work them out for our customers’ one at a time.It is our understanding that this customer had an appointment for herself and her childrenThey were all given prescriptions that day, and of her children had a change requiring them to wear glasses all day; she filled those prescriptions the same day at our storeShe states that of her children started to complain of problems with their vision some time later, at which point she took them to their pediatrician who thought that perhaps the prescription was incorrect, and sent them to a different optometrist who said that they did not need all day eyewearShe then contacted our store for a refund and was told she could not get a refund.We understand this customer’s frustration with having difficulty getting the refund she wanted, and our Territory Director for that store has reached out to her and discussed her issue at lengthAt the time of the examination, the two children who she said did not need glasses walked into the examination with glasses onShe let us know that while she was happy with her own pair of glasses and a pair for one of the children, she was unhappy with the whole situation and with her troubles with a credit service she used to finance glasses for all pairs purchased back in the summer of Unfortunately, we are not associated with the credit company and cannot help her there; however, though we are months past the original purchase date, we have issued her a refund for the pairs of glasses she feels her other children do not needWhen we discussed this resolution with her she said she was pleased and was going into the store that day to return the unwanted glasses and receive her refund.In the meantime, we would again like to thank you for giving Visionworks the opportunity to serve and accommodate this customerWe regret this customer’s dissatisfaction with our service and apologize for any inconvenience she experienced.Sincerely, Visionworks Of America

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/(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

We have received your recent inquiry regarding our member Christopher ***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, and received a reimbursement check in the amount of $60; however, he was expecting reimbursement of $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 lensesUltimately, 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 benefitHis 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:OBox 791, Latham, NY 12110.Sincerely, [redacted] Compliance Reviewer, Complaints & Appeals Department

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 reaching out to us in regards to the complaint filed by this customer with your organization As always, we pride ourselves on our customer service, and appreciate the opportunity to better serve our customers After receiving this case from the Revdex.com, our Territory Director for this location reached out to the store and to the customer The Territory Director informed us that the customer went into the store today and received a full refund for the unexpected and avoidable out of pocket cost the customer paidWe would like to express our sincerest apologies for this are thankful to have been able to rectify the situation Sincerely,Visionworks

Dear Revdex.com, I thank you for uprising us on the complaint on behalf of our customer [redacted] After reviewing the details of the complaint, we have reached out to Mr [redacted] and apologized assuring him that we will offer extra contact lens solution and a special case when his contact lenses arrive Mr [redacted] was satisfied with the outcome Once again we want to apologize to Mr [redacted] and appreciate the opportunity to assist Mr [redacted] At Visionworks, it is our commitment to provide only the best customer service and welcome any opportunity to better serve Sincerely,Visionworks

November 5, I ordered two pair of glasses at Visionworks, Market Drive, Stillwater, MN I requested that the lens material used be the same as the glasses that I had ordered from Visionworks on October 14, and on May 7, J., a Visionworks associate, placed the order for me November 16, 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, I called K.J.E., the General Manager, at the Visionworks store in Stillwater I explained to K.J.Ethat 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, order was incorrectly filled with polycarbonate lens material instead of CR-plastic lens material like my last two ordersK.J.Estated 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, I called K.J.Eand he stated that the “glasses are not in yet” and that he would call me when they arrive at the store December 29, I waited on hold for 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 $because of everything I had been through January 13, I called Visionworks in Stillwater, MNI was told that K.J.Ewas 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.Enever processed my glasses remake order on November 30, I noted that K.J.Ehad lied to me on November 30, 2016, December 12, and December 29, when he told me that he personally had handled this matter for me and that my glasses would be remade promptly A.Hprocessed my reorder and assured me that my glasses would arrive by January 23, I requested a full refund of the payment I made days earlier on November 5, January 16, 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.Eabout 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.Bstated 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, and that I would be receiving ‘free glasses’E.Bwas 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 issue of Consumer Reports magazine evaluated eyewear retailers Visionworks was ranked out of 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,