Read the reviews below to see the experience other people have had when dealing with customer service from Visionworks.
Poor Customer service not people friend.. Two people called me to tell me my glasses were ready and that the store closes at 8pm arrived at 7:15pm left work early.. Walked up to the door two people inside looked at me like what the blank are you at the door for never acknowledged me just gave me evil stares... I want my $797.00 dollars back. Poor customer service even when getting my glasses..ðŸ˜ðŸ˜ðŸ˜
Worst experience ever. Went on a Thu evening. Waited 20 min to be seen with my 4 year old son while the one person working went to find someone in the back. They called to verify my insurance, then told me I wasn't covered and to contact my HR department. I needed the glasses for my son so I paid out of pocket. When we picked out a frame I asked if they would be suitable for my son. They said yes. I asked if they had any frames for smaller children with cable temples, as our doctor suggested, they said only for infants. Once we waited the hour for one pair to be made, we went back to get them. They were obviously way too big for my son. A guy attempted to heat and melt the temples to make them fit better but they did not. I asked if they had any straps or nose pieces that would help. He said they did not. They told me I would have to wait a week or so for the second pair. When I contacted HR they said I had been covered for almost a year. When I went back to pick up the second pair of glasses they did not fit either. Another man walked in about the same time. He was told to wait. After waiting 20 minutes again I explained that my insurance had been verified and that I needed them to void the charge to my card and process the claim correctly through my insurance company. She then came back to me with a receipt for me to sign that was for more than $300. I again explained that my insurance covered almost the entire amount, showed her the paperwork, and asked her to correct it. After 20+ minutes of waiting and her putting in the same thing 3 times, she said she needed to go to another computer. The man that was waiting came and asked her how long it would be. She said 15 min or so. She came back 10 minutes later with the same paper. She said she couldn't figure out how to make the charges come out correctly and asked if I would just pay the full amount on my card and she would just refund' half of it. I disagreed and explained I needed the correct amount to be on my insurance claim for deductible and co-pay reasons. The then told me this is how we do it.' I told her I wanted it done correctly and she said then you're going to wait'. She then informed me that the glasses my son had as well as the ones I was there to pick up were made incorrectly with the best part of the prescription being on the outside of then lens, meaning the pupil distance that they measured' was way too big for a 4 year old. About that time, it had been an hour and the gentleman waiting left without being helped. I told her I've been here over an hour, I will wait if that's wait it takes to get this billed correctly.' She then got rude with me and told me I'd be waiting for a while. I did. When I asked her to call my insurance to verify what was covered, she said they can say all they want, it's not coming off the computer.' I told her I would not have her charge my card again until the amounts were correct. She then asked if she called customer service on speaker phone and they said charging my card incorrectly is the way they fix' it, would I agree to it. I said fine, knowing full well any corporate office would not approve of this. She came back 10 minutes later and told me customer service was closed for the day. It was 7:15 pm. By this time I was beyond frustrated. I had spent hours and over $300 dollars at Vision Works and still did not have one pair of glasses for my son that were suitable. They were made incorrectly and the frames were way too big. She said they would remake the glasses I was there to pick up but that would only fix the lenses. I decided I no longer wanted to argue with her and asked for my paperwork so I could leave. She told me she would have to charge my card before I left because my son still had a pair of glasses. I reminded her that my insurance covered one pair completely and that I was not taking the second pair as they were made incorrectly and of no use to me. She told me I couldn't leave without her charging me. I then told her she would not get my card back and that I would have someone bring the other pair of glasses back to the store while I sat there. She waited about five minutes to see that I was not bluffing then told me I didn't need to have someone else bring the glasses. That she would charge my insurance company for the one pair and I could leave the second one there. I reminded her that the glasses he had were still not made correctly so she suggested I come in and have him re-measured so they could remake the lenses. I agreed and left, after 90 minutes. She then called me on my cell phone after I'd left to make sure she had my permission' to bill my insurance for the pair my son had. I told her yes. When I went back the next day with my son to have him re-measured there was someone else working. She told me she could not find my transaction anywhere in the computer and could not put a work order in to have the glasses remade without a transaction. I explained all that happened yet she would not even measure my son. When we saw the opthamologist a week later we were informed that nothing about the glasses were suitable. The frames were for a 10 year old' and the PD measurement was way off'. Therefore, the glasses that were supposed to be billed to my insurance are useless to us. I want to return them. I do not want my insurance to be billed for them as I will need to use my insurance for glasses my son can use. This should be an easy process yet nothing at Vison Works had been easy or professional. I do not want to have to wait 20 minutes or re-explain this entire situation to someone else who happens to be working when I come in. I do not want someone searching for a transaction that a Vision Works employee could not figure out how to enter appropriately. How do I go about returning the glasses billed to my insurance and verifying they have been refunded properly?
I purchased a pair of glasses at vision works in Tampa florida last year. The glasses have been horible. They have broken at least 4 times. I've had to go back to the store several times because they would not stay balanced.
The last time I went back the young lady replaced the frames from the shelf of sample frames.
Once again the frames broke and I've resorted to using readers.
I've asked numerous times to get another frame and I was refused that option.
To my surprise I go to get new frames and I've been made aware that my insurance only gives me new frames every 2 years but I get new lenses every year.
Im now sending you this message along with calling the corporate office asking for new frames. The ones I purchased last year are broken and have been since the day of purchase.
I need new glasses asap
Thank you
Donna Cihlar
NY Branch
This may be a decent location for people but this place has horrible service!
The bad part is that both over the phone and in person exchanges are horrendous. Customer Service Reps are rude, and the waiting time is completely unnecessary!
I've been a customer for years yet this place has continued to disappoint me.
Im very upset with my experience with visionworks..I purchased a pair of glasses 4 myself & my daughter and all ive had is problems with them since I received them in Feb ..1st I got wrong perscrition ..had to send them back then got them back couldnt see with them had to send them back the asociate ..then said they would put rush order on them it took close to 2 months to get them back ..I got transition lens ..they dont work when I go ba k to store I get run around it cost me alot 4 theses glasses and the lens r coming out ..I Dont Recomend Going Here 4 your Glasses. .ur treated better at Walmart ..
I can not believe the treatment or should I say the mistreatment my parents experienced today at the Visionworks location on Market St in Akron Oh. That the employees there would detain them for three hours and then refuse to let my father use the restroom (my father is 76 yrs old has a bad heart kidney failure) causing him to have to walk to another store and use the employee restroom is unforgivable. I HOPE ALL UAW RETIRES READ THIS POST AND DONT VISIT THIS STORE!!
You deserve respect and courtesy not abuse.
I came into your Duluth location to purchase glasses and waited over 45 minutes. No one even asked, "Can I help you?" We travel over 20 miles to your store and expected greater professionalism. The store was not crowded. I received no greeting and no one even asked about my insurance coverage. I work foral a local school system. I think I'll try your John's Creek store.
On April 1,2015 I ordered new glasses at the cost of $386.60. This was at store #95 in Phoenix Arizona. When I picked them up I could not read with them and everything else was not in focus. I took them back to the Dr. and had them checked. The RX. was all wrong. They were sent in to be remade on 4/23. When I picked them up they were still not right. I took them back to the Dr. He could not believe that the old RX. was put back in the frames. I went back to the store right away. The manager was there and said that the lady would be fired. I want to know why the lab made this mistake.
I am 74 and It took me months to save for new glasses. I also have Parkinsons. I should not drive but I took the glasses back. The more I think about this , and waiting to read and see better and talking to my family I should be compensated in some way.
Hope to hear from someone soon.
Jean Hoyt
r
x. was put back
Vision Works, Hamburg Pavilion, Lexington, KY. I picked out glasses and employee assisted me in the fitting check out process. She sold me glasses that were ill fitting. I ended up with open sores behind my ears. I went back after 2 weeks and another employee told me I wasn't suited for plastic glasses. She bent the arms in such a way they were resting about an inch above my ear. She said she did this to let the other sores heal. I looked ridiculous and ended up with more sores. knowing nothing about fitting glasses, I googled properly fitting glasses and found out the nose bridge on the glasses sold to me and came to find out after visiting another vision center my bridge size is 17. I went back today and explained to them that I had received a poor fitting. The employee didn't even know that bridge size mattered. So I looked for another pair of plastic glasses with 17 bridge and this store has a lot of 14's and 16's but very, very few 17's. They has 2 pair of 17's way above my price range. I ordered wire glasses with size 18 bridge, which I don't want. Due to the constraints of my Humana insurance and my budget, it looks like I'm stuck with glasses I don't want. I asked the employees what training they received and they said "hands on." THIS IS UNACCEPTABLE! I spent $499. dollars for open sores and glasses I don't want. If you can't provide me with the plastic frames that I want in the RIGHT SIZE for that kind of money then you should be ashamed. Also, on my second visit trying to get the fitting correct, and employee looked up from the desk and with a scowl said "You need something." Seriously? If you want to make this right then provide me with 17 bridge, plastic glasses for $499. I will be writing a letter to the newspaper editor and posting pictures of my sores on Facebook and asking my friends all over the United States to help me make the pictures of my wounds go viral. Thanks for absolutely nothing. I will NEVER be back unless you can right this wrong. I should send you my medical bill for treating the wounds. Also, don't be so greedy and train your employees!
I purchased a pair of eye glasses from Vision Works with at least 3-4 upgrades. I have been in and out of the store complaining for different reasons. The lens fell out 4-5 times before they gave me new frames. There was a glare on my glasses so I took them back in so I could upgrade to smudge/glare proof, scratch resistance lens. The lens I upgraded to are not glare or smudge proof. In fact they smudge up while I'm wearing them. They are extremely hard to clean, and need to be cleaned throughout the day constantly. Whenever I do or did have go into the facility and someone cleaned them for me, it took them a long time to clean them as well. One of the employees went through at least 6-8 wipes and they were not as clean as we thought they should have been considering the length of time they took to clean them. I have had to have a pair of glasses replaced because they did not transition right. The lens was blotchy. I expected better quality glasses. The glasses I have are garbage in my opinion. I wish I had purchased my glasses anywhere else. I would not recommend this store to anyone. I must say their customer service has been great, but the quality of their glasses are very poor.
Very unprofessional. My first pair of glasses i choose they lost! I got hung up on numerous times. I asked manager to tighten my glasses and she cracked both my lenses! She did not say a word. I saw my brand new glasses cracked that night and called corporate the next day. I would not recommend vision works
