Visionworks of America

Dear Revdex.com:Thank you for letting us know about this customer's dilemma and frustrations so that we could take care of her and address the customer service issues she experienced at our store We have been in contact with ***and we are refunding her entire visit to Visionworks Additionally, we have new management at the location in question and this GM has reached out to her personally to connect with her and hopefully give her the opportunity to see that what she experienced is not at all typical of a visit to our store We take pride in meeting and hopefully exceeding our customer's expectations when they walk through our doors Unfortunately, unexpected situations arise that we try to address one at a time In this instance, we can assure both the Revdex.com and ***., that the issue has been addressed at our store and will not be a continuing difficulty We at Visionworks, are determined to build upon and improve our relationship with customers such as ***and look forward to having the opportunity to show her our best.Sincerely,Visionworks

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 appreciate the Revdex.com apprising us of this customer’s concerns and allowing us the opportunity to look into the matter and respond We are committed to providing our customer’s excellent customer service and appreciate any occasion where we can learn and grow from a customer’s experience in our store.In this customer’s case, it was stated that the customer purchased a pair of glasses from one of our locationsWhen the customer took the glasses home, he soon realized he could not read with the glassesThe customer then states that when he went back to the store to explain his situation the associate wasn’t very helpful.Since learning of this customer’s issue, we have contacted to the customer and apologized profusely for the misunderstandingIt seems there may have been a language barrier which may have caused the confusionWe are happy to report that we have ordered replacement lenses for the customer at no charge which should arrive at the end of this coming week.We would like to extend our sincerest apologies for the issue having not been taken care of sooner We hope the replacement lenses at no cost will bolster the customer’s confidence in us and our dedication to providing our customers dependable and trustworthy service We look forward to serving him in the future Sincerely,Visionworks

Dear Revdex.com: We appreciate you passing on to us this customer's concerns We know patients expect to receive great service and an accurate accounting of their bill We strive to make sure our customer's know that they come first with us; therefore, we were more than happy to take another look at this particular transaction After receiving notice of this case filed with the Revdex.com, we immediately went back to this particular transaction to research the cost of the glasses, the insurance, and this customer's payment We have found the following: The Customer paid $at the time of the transaction 2nd pair of glasses - not covered by insurance - $ 1st pair of glasses and exam fees (according to her EOB) - $ Total she should have paid + = $ We owe her $We have gotten in touch with our refunds department with this information, and they have issued a corporate check for her in the amount of $ This refund check will be mailed out today via USPS Certified Mail We estimate time of delivery between 5-business days We are very glad we were able to clear up this matter for the customer and thank her for her patience while we investigated her transaction We look forward to assisting her and her family with their eye wear needs in the future Thank you, 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 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 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 complete pairs of glasses for $ This standard pricing does include frames up to a $value and polycarbonate lenses for each pair of glasses for $ If a parent were to help their child choose a frame that exceeded the $limit, a parent would then only have to pay the difference of the framesWe 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, $for the lenses and $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

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 meHowever, I spoke to a representative by the name of [redacted] yesterday and she informed me that they have requested the insurance company send the refund directly to me, but this can not be guaranteed Regards, [redacted]

Dear Revdex.com, Here at Visionworks we take pride in providing excellent customer service and understand the importance of customer satisfaction Thank you for giving us the opportunity to resolve the issue Our General Manager [redacted] spoke to Ms [redacted] to resolve the issue and offered Ms*** half off the lens remake with the new prescription change Please contact me if you have any questions Thank You [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 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 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 complete pairs of glasses for $ This standard pricing does include frames up to a $value and polycarbonate lenses for each pair of glasses for $ If a parent were to help their child choose a frame that exceeded the $limit, a parent would then only have to pay the difference of the framesWe 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, $for the lenses and $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, 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

Thank you for getting in touch with us regarding this customer's continued concerns with regards to the reinstatement of his daughter's insurance benefits I have been in touch with our department here in the corporate office regarding this reinsatement Our company actually sent this customer's daughters insurance reinstatement paperwork back on 12/9/and we have confirmation that the paperwork was received the same day At this point, it is up to the customer's insurance company to process that paperwork and handle the actual reinstatement We cannot speak to the policies of this customer's insurance company and how they handle such issues, but we have sent them the proper and necessary paperwork for this reinstatement We can completely understand the customer's frustrations and would like to reassure the Revdex.com and the customer that we have done everything within our power that we are able to for this issue We appreciate the opportunity to address the continued concerns and hope we have cleared up any confusion

Dear Revdex.com, Once again I thank you for bringing our customer's complaint to our attention We at Visionworks, strive to provide excellent customer service and welcome every opportunity to better serve our customersAfter careful review of our customer's complaint, the Territory Director for the store where [redacted] made his purchase informed me that he has offered the customer the option of re-selecting a different frame and remaking his lenses since his current frame does not seem to be working for himIn the meantime, the customer will have the new frame replacement this evening and will be able to keep as a backup [redacted] was very pleased with the resolution and no longer requests the refund I thank you for your time and would like to apologize to [redacted] for his trouble and inconvenience Thank you, Visionworks

Dear Revdex.com, I thank you for making us aware of our customer's complaint After reviewing the details, the Territory Director for store **has informed me that she has personally spoken with Ms [redacted] A refund was processed and the Territory Director has requested the refund to be expedited The customer is satisfied with the resolution At Visionworks we are committed to providing excellent customer service and welcome each and every opportunity to ensure customer satisfaction Thank you, 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, At Visionworks we pride ourselves in providing excellent customer service and thank you for every opportunity to address the concerns of our customers After reviewing the complaint on behalf of [redacted] I contacted the Territory Director for the location where Ms [redacted] visited Mr [redacted] I (Territory Director) advised that the glasses were remade at no charge to the patient We thank you once again for the opportunity to rectify the situation for Ms [redacted] Sincerely, 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

Dear Revdex.com, I thank you for uprising us of the complaint case open on behalf of our customer [redacted] After reviewing the details of the complaint, I was informed by the store that Ms [redacted] would be issued a full refund At Visionworks, it is our focus to provide superb customer service I want to take this time to apologize to Ms [redacted] for any inconvenience Thank you once again for bringing this to our attention and allowing us the opportunity to rectify the situation for Ms [redacted] .Thank you, Visionworks

Dear Revdex.com, Here at Visionworks we take pride in providing excellent customer service and appreciate the opprtunity to resolve any customer issues Customer [redacted] was contacted by our [redacted] Mr [redacted] and was apologized to for the inconvenience with our lenses Mr [redacted] offered to replace both progressive lenses at no cpst Please contact me if you have any questions Sincerely, [redacted] Store Operations Associate Visionworks of America [redacted] [redacted] [redacted]

May 11, 2015Re: Resolution of Revdex.com case # [redacted] Dear Revdex.com:***, the general manager at Visionworks ***, reports that this case has been resolved Staff had not explained the contact lens fitting in a manner that was completely understandable to the patient He agreed with the patient's desired resolution of being refunded $for the contact lens fitting fee The refund has been made.Thank you for alerting us to this customer's dilemma so that we could take care of her 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 MsB's dissatisfaction with our service and apologize for her inconvenience.Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: I did not receive any type of voucher for FREE glasses also only $was refunded and I believe I had spent more then that in their store! When I called the following day no one had any documentation about this email when seeking the free pair of glasses VERY unorganized and unprofessional hard to believe they send out emails and no nothing about them when you call Regards, [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]