Visionworks of America

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] ***

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

I been purchasing glasses from vision works for few years now, on 10/02/I purchase glasses with a eye glass protection plan for a full year from store # [redacted] in Arlington, TXof the glasses broke on 3/10/and I visit the store and was ask to pay to replace the frame (the ticket reads spring hinge broke) on 5/11/the other pair broke and this time the ticket was mark as a manufacturer's defect and was charge nothing, today the first pair of glasses broke again and I when to the store and I was told that the "protection plan" was only good for time and if they broke again I was going to be charge 1/of the frame price, 1stwhy is customers not told of this policy when they purchase a "protection plan" for a full year, 2ndif is a "full year" protection plan how come is only for time serviceI will never purchase glasses from vision works again and even if they were to call me to get the glasses fix for free not even for "free" I will be back to any of their storessincerely Luis E [redacted]

Dear Revdex.com,I thank you once again for bringing this to our attention It seems a day after this complaint was posted, Mr [redacted] 's glasses were remade for him by the GM Anthony at the store As always Visionworks takes great pride and welcomes any opportunity to better serve our customers We want to apologize once again to Mr [redacted] and appreciate the opportunity to rectify the situation and better serve him as our customerThank you,Visionworks

Dear Revdex.com:Thank you for informing us this customer had additional concerns regarding our resolution to the issue she initailly contacted you about We of course welcome the opportunity to clear up any confusion.The customer states that she is rejecting our response to her initial case because the refund she received "was not a reward for the unexpected delay", but because we could not deliver the type of lens she ordered which cost her $ She also states, "They did reimburse me for the delay."Let me begin by offering our apologies if there was any confusion with regards to our outline of the resolution to this customer's issue We never in our response to her through the Revdex.com described the refund of $as a "reward" This was not a reward by any means, we offered her a refund in the amount of $because we did not have the lens in stock that she had ordered We were attempting to make the situation right as soon as we knew there was an issue with her lenses She did ultimately receive the upgraded lens she had ordered, albeit not in the original time promised, and did not pay for that upgrade as we had refunded her the price of the upgrade in response to us being unable to deliver in the promised time It did take time for her to receive that refund as she had originally paid by check and we had to wait for her check to process before issuing a corporate refund check, and then through no fault of our own, that corporate refund check was lost in the mail We immediately authorized a cash refund in the amount of $and she had picked that up from the store at the time we first responded to you with our resolution to her issue We have done everything we could to accommodate this customer and did make it right for her as quickly as possible At this point, the customer does have the glasses she ordered, including the upgraded lens, and she has received the $refund we offered to give her for the wait.Again, we would like to extend our sincerest apologies for this customer's dissatisfaction, and we are very glad we were able to resolve this matter for her We would like to express our apologies also for any confusion our first response may have caused, but we are glad we were able to clarify the issues, to resolve the issue, get this customer the glasses she ordered, and get her the refund we offered her We look forward to serving her in the future.Sincerely,Visionworks

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-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, 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

On Friday 12/the right bow of my distance glasses brokeI went to the store but found that the same frame was no longer availableHence my current lenses that fit that frame could not be usedI selected another frame, but didn't have my current prescription.The manager said they would call on Monday to get my prescriptionOn 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 fileI called my doctor, whom I had just seen in March, and they told me no one called themI assumed Visionworks either called the wrong number or gave the wrong nameAt any rate, after I called the doctor, I recalled Visionworks and they said they would call again to get the prescriptionI assumed things were fine, since I heard nothing from themToday, January 2, I called Visionworks to ask if the glasses were readyI was told they weren't ordered because I hadn't paid for themI was irritated that no one had followed up to tell me this and said I would be in to take care of itWhen I got there, I gave them my copy of my current prescription and found they didn't have it in my fileNot only was there NO updated prescription (from the phone call fiasco), but there was NO follto let me know any of thisThey retrieved my order from the "back" and told me they were waiting for the prescriptionAt this point, I was becoming very irritatedI asked how much longer my order would have been 'in the back' before someone would check on its statusThe manager said 'forever' probablyThis service is ridiculous: an unfilled order because of no prescription, no follphone 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 discountMy 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 thereHe said it would just stay thereAnother employee said that yes 'someone should have called me', but it just didn't happenVery poor customer service and an apparent disinterest in customer satisfaction-what nonsense NOT to follon pending orders

Dear *** 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: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

I went in today to get an eye exam and a pair of glassesThe eye exam went well I was then escorted to speak with a eye glass specialist who was very nice In the middle of him explaining my option the rude manager comes over to ask him to see another customer I felt like they had priority over me which was extremely rude I had a similar experience at this store years ago Don't they know there are options!!!

Dear BBB:Thank you for apprising us of this customers situation and frustrations she felt with the lenses she had purchased from Visionworks. We do strive for excellent customer service and while we recognize that unfortunate circumstances arise, we appreciate any... opportunities to learn from them and solve problems to the betterment of our customers.In this particular case, the customer bought a pair of glasses from us last August and began to notice what she described as some sort of default with the lenses. She came to us in December to discuss the issue and was informed that the lenses were unable to be replaced under the warranty; she would have to purchase new lenses. She came to the BBB for assistance in April to open a dialogue in hopes to further discuss the issue she was experiencing.Our Territory Director for her area has been in touch with the customer in the last couple days and they discussed the situation she was experiencing. Our TD then apologized for her inconvenience and has offered to remake the glasses for her. She let him know that she appreciated the call and was very satisfied with the resolution.We are thrilled that we were able to bring about a more positive experience for this customer and that we were able to grant her requested resolution. We look forward to serving her and her family in the future.Sincerely,Visionworks?

Dear Revdex.com, I thank you for uprising us of the complaint made on behalf of our customer [redacted] I've received communication from the store [redacted] visited that a corporate check has been requested and the upgrade cost to get thinner lenses has been waived At [redacted] , we strive to provide superb customer satisfaction We continue to welcome each and every opportunity to better serve our customer We want to take this time to apologize to [redacted] and appreciate the opportunity to rectify the situationThank you, [redacted]

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

Dear Revdex.com: We would like to thank you for apprising us of this gentleman's situation We take customer service very seriously and believe everything begins and ends with the customer; therefore, we want to make sure that all our customers feel they are being cared for and assisted in the fast manner possible.In this particular case, we immediately checked in with the customer as well as the store to see where we were at as far as getting the remake of his glasses expedited as quickly as possible so that we can get them to him We have spoken to him as well as the GM from the 2nd store he visited and we have decided to give the customer a refund of his out of pocket costs for his inconvenience Additionally, the GM is working with our distribution/manufacturing center to hasten the process to make sure his glasses are made right and get them back to him The customer expressed satisfaction with this resolution and stated he was happy with the current store who is assisting him We are, of course, following up with both stores regarding this issueThank you again for getting in touch with us regarding this customer's position so that we could assist him quickly and properlySincerely, Visionworks

Dear Revdex.com:Thank you for getting in touch with us regarding this customers concerns After a bit of back and forth we have been able to reach out to and talk with this customer regarding his situation Our Territory Director for this area, after speaking with the customer, has offered to replace both sets of lenses without the unwanted Non Glare feature and tint them to the color of this customers choice at no charge to the customer Additionally, our Territory Director offered a refund in the amount of $to cover the initial cost of the unwanted Non Glare coating We have been in touch with the store and confirmed that this customer has initiated the replacement lens process and has been refunded the agreed upon amount of $ We feel we have resolved this issue for the customer and we are of the understanding that he is satisfied at this point We would like to add our sincerest apologies for any inconvenience this customer has faced, but we are pleased we were able to resolve his situation.Sincerely,Visionworks

Dear Revdex.com:Thank you for bringing to us the additional concerns of this customer I have spoken with the Territory Director overseeing the stores in this area and he has assured me that we have sent this customer and his wife to another location, and they were serviced there They expressed satisfaction with their visit at this other location and are now waiting for the new glasses to come in.We are very apologetic to their experience and hope that we have been able to amend that successfully We look forward to serving this customer and his wife in the future, and we hope all is well.Sincerely,Visionworks

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

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 storeWhen 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 storeUnfortunately, 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: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 $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 futureSincerely,Visionworks