Visionworks of America
Reviews and Complaints

I have had a nightmare experience at Visionworks starting in August 2022 until May 2023. I first had an exam for new prescription glasses by Minh-Tam Nguyen, an optician in a N. Virginia store and had progressive lenses fitted in a new frame. The glasses had never felt right and in November 2022, I went back to the store and they determined the measurement of the progressive transition was incorrect and they also recommend I change the frame to one with nose tips. This did not seem to make much difference as I was still struggling to see at a distance clearly. I had a detailed eye exam by an ophthalmologist in April 2023 who revealed that the eye glass prescription was a poor fit, especially my left eye but my eye condition had not worsened significantly since my last in July 2022. I then returned to Visionworks to request a redo of the prescription and to get new lenses. I was told I had to see the same optician Minh-Tam Nguyen who did the original exam for a re-check but she was now at a different location. I went to the new location to see her but she flatly refused to see me for a re-check. Angry and frustrated after I was told by the front desk person that they could not give me a free re-check because it was past 3 months, I would now have to pay for a new exam even though I had purchased the insurance coverage they offered for defects and breakage. At this point, an assistant named Venessa stepped in and offered an evaluation of the eye glass lenses again and determined one needed some different “rotation” and ordered new lenses. Needless to say, this did not solve the problem. I then went to another eye doctor for an independent exam and new glasses which totally solved the problem. His remarks were that the Visionworks prescription was far off from what it should have been. I have concluded that Visionworks is a company with horrible customer service and Minh-Tam Nguyen is the most incompetent optician I have ever encountered.

Staff did not call to inform me that my appointment would need to be cancelled due to their system not working. When I arrived, I stood in an empty store behind the counter for 5 minutes. I could hear the staff taking in the back so I knew someone was there. The staff tried to tell me I was late. I knew their system was down because my husband got a call about his appointment being cancelled (his was 20 mins after mine) The staff person sat on a chair, rolled their eyes and told me I was late. I explained that I had been calling ahead for the past hour trying to get some information on if my appointment was still on or not and I was unsure if I should come into the office or not. No one answered when I called 10 times before arriving. I asked her if my appointment was cancelled. She said yes. I was so upset that she lied about not taking me back because I was "late". My husband calmly told her we would be taking our business elsewhere and she loudly told us to do so. I was almost in tears. So unprofessional and rude. Did not offer to reschedule my appointment or anything. Mankato MN Staff name is Brandi

I purchased approximately $1,000 (5 pairs of prescription glasses) with warranty from your Colorado mills location. An expensive pair of polarized glasses became broken and I tried to file a warranty within several weeks after purchase. I called and spoke with Emma. “Emma”informed me that there was supposedly no warranty purchased but would send me a return shipping label and charge me the warranty fee to execute the warranty post sale.

I never received the return shipping label and when I recently called to follow up I was told there is no warranty.

I am confident that I purchased a warranty. I believe that the individual “Emma” pocketed the cash I paid for the warranties and did not issue them at point of sale..

Visionworks appears to have a thief on the sales floor. I’d appreciate if I received any follow up resolution.

On 3/10/2023 I went to the Chicago Ridge location and had an exam that was supposed to be for eyeglasses and contacts, I order my glasses but not my contacts. I called Vision works to order my contacts and I was told I had to come in.

I did on 3/16/2023 at the end I was ready to order my contacts and instead I got charged $129. When I asked why, I was not given an explanation, the lady just kept on repeating I’m sorry. This is not right, I was just in 6 days prior and if they made an error and forgot to do my contact exam, I should have not been charged the $129. In that case, my last week exam with the insurance should have been billed for glasses and contact exam.

I will tell relatives friends and everyone I speak to not go to Vision works since I had a very bad experience, I was taken advantage and stole by Vision Work. I will contact and make complaint to BBB and the attorney general for this unjust change. I will also contact my insurance to let them know of unethical procedures done at Vision Works, this is commuting fraud telling me one thing the first time I scheduled and then change it once they make a mistake.

The lenses for my glasses were made wrong because the store associate measured my eye line wrong. It took two weeks to get the glasses that were made wrong. I wore them for a week to see if it was just my eyes adjusting. Went back and found out they measured me wrong. Replacement glasses ordered. It has been three weeks today since this remake order was placed and the order update days it will still be 4 more days. This is unacceptable. Remakes should go to the front of the line and be ready sooner. That would be good customer service

I had a doctor's eye exam and was given a prescription for eyeglasses which I purchased from the same store. Within a few months I started experiencing halo type vision and had difficulty driving at night. I went back to the same Visionwork store and the eye doctor examined my eyes and said my prescription had changed and I had to order new eyeglasses again. My problems continued after that so I went to my primary doctor who referred me to an ophthalmologist. He diagnosed that my vision problems were due to cataracts. I recently had cataract surgery and I now have 20/20 vision. Why are the doctors at Visionwork unable to diagnose cataracts. I am out close to a $1,000 due to the failure or inability for the doctors at Visionwork to diagnose something as simple as cataracts.

My Vision Works North Babylon eye appointment was conducted with Dr. Burman on 3/2/2023 at 12:00 pm. The doctor's demeanor was cold, uninterested in his patient and unprofessional. Upon entering his office, he never acknowledged me or introduced himself. I took a seat and he proceeded to conduct a 10 minute eye exam, no greeting, no eye contact, no explanation of the type of exam or process, no feedback as the process went on and failed to ask about my medical history, or check prior eye glass prescription.

Dr. Burman only spoke twice about an additional specialized exam costing $39.00; I didn't realize he was speaking to me since his back was facing me and not looking at me directly (he was looking at the computer screen the entire time). I stated, "Are you speaking to me?" He spoke in a degrading tone and said "Yes I was talking to you; I had to repeat myself twice" ! I was taken aback! My response was "I didn't realize you were speaking to me since your not looking directly at me".

Horrible disturbing customer service.

Thanks you to Manager J and Madeline for great customer service!

Disgruntle Customer,

R. Christopher

I pre-booked an appointment for exam & glasses 6 weeks before the appointment. The head person looked me up and said I was due for my exam and frames and set the appointment for March 1-2023. I even called Medicaid in advance to clarify & was told that this appointment was good for both eye exam & frame choice, and was told that I was cleared for both exams. I arrived early for my appointment. Upon arrival, the desk person, looked at my card and said..NO, "You only are good for choice of frames today. The front desk attendant was cold, and just said No, I don't know, you only have a frame choice today. She then said I had to get on the phone with my insurance carrier. I did so. Doctor came out and was not super friendly. I was so confused at that time and regret that I did not ask "Why does your staff qualify for appoinntments with me as they did six weeks prior for the complete frames & exam today if I was not actually qualified for both. The staff there 10-15 years ago was on their game, kind and friendly & knew what they were doing. Now the staff is cold, unhelpful, a bit rude and the front desk is sitting there on the Iphone, just saying, I cannot help you, just call your provider. The bottom line is that the people @ front desk and running administratively have been, not kind, conversing with you while on their cell phones, and the approach is uncaring and insensitive which is a HIPPA wrong doing. I have been going to this VWorks store for many years and have seen the degrade. I just cannot believe that they get away with this. They have been getting away with this for too long. I understand corporations are having a hard time finding staff but when your result to staffers that treat patients inappropriately, there has to pay ATTENTION to this. I have been going to VWorks for many years, and hope that they address this problem soon. Now I have to find a new eye doctor, I did not want to, BUT when the staff is disgraceful, SOME ATTENTION NEEDS TO BE PAID. If you work under HIPPA, compliance should be addresseed.

Around 3:00 pm on Saturday, February 18, 2023 my husband and I went to Visionworks Shoppes at Lavista, 4153 Lavista Rd Ste C, Tucker, GA 30084.

1. We had a coupon - 2 pairs of glasses for $69.  I just want simple glasses for reading - nothing fancy.  I picked out two ($69) pairs.  Your store's system could not recognize the coupon.  Instead, I think I might be getting one pair of reading glasses for $109-ish.

2. I say "ish" because the store's printer was not working.  The store had no way to give us any sort of receipt.  This is bad since we don't even know what we spent and have no way to prove it.  It's even worse because we paid with a prepaid health card that now wants a receipt to substantiate the eligibility of the purchase.  

3. My husband also got glasses.  Similarly - no receipt and we don't really even know the total price.

4. We asked that the receipts be emailed to us.  They have not been.  I have spoken to the store two times.  The women who helped me were very nice and tried to be helpful and said that only the store manager can email the receipts and they would ask him.  Three times we have been told that receipts would be emailed to us and they have not been.

This has been an extremely negative experience.  We have nothing to even prove we placed the order and yet we have been charged.

We would like to cancel the whole thing and start fresh somewhere else.

I also called the general customer service number and was on hold for 15 minutes and gave up.

I've emailed customer service numerous time, received acknowledgment email but never any response or updates. Can someone replenish/withdraw the benefit used so I may go elsewhere and refund my money or explain the reason no one has gotten back to me. Not interested in doing business like this.

Service Date: 1/3/2023

Payment # 2703446

Thank you

Paula Wagner

[protected]

I called to verify my son's eye appointment and they said they could not see him at the scheduled time because he is under 10 and they only do telehealth on that day. They made no effort to get him in the same week and said they were booked out 3 weeks. I was never told that they couldn't take him that day and was never contacted by staff. They only reason I found out is was canceled was because I called. This is not the first time this has happened either. The same thing orrured with my daughter's appointment.

I have been a customer of vision work for a long time, therefore I’d like to go to the same place for my eye cares unless there’s a reason why I’d have to switch. Per a recent visit, I am extremely dissatisfied with the service provide at this location.

1101 S. Canal Street

Ste 108

Chicago, IL 60608

https://www.google.com/search?q=visionwork&client=safari&channel=iphone_bm&sxsrf=AJOqlzXeXTUteUP_ffRghj2RKqhbmssbRw%3A1672947461934&source=hp&ei=BSe3Y77gNvfi0PEPq6ap0AQ&oq=vision&gs_lcp=ChFtb2JpbGUtZ3dzLXdpei1ocBABGAAyBAgjECcyBAgjECcyBAgjECcyBAgAEEMyBAgAEEMyBAgAEEMyEQguELEDEIMBEMcBENEDEJECMgoILhDHARCvARBDOgcIIxDqAhAnOg0ILhDHARDRAxDqAhAnOhEILhCABBCxAxCDARDHARDRAzoLCAAQgAQQsQMQgwE6CAgAEIAEELEDOgUIABCABDoNCC4QxwEQ0QMQ1AIQQzoKCC4QxwEQ0QMQQzoFCAAQkQI6CggAELEDEIMBEENQsgdY4xBgkhhoAXAAeACAAZsBiAGtBpIBAzAuNpgBAKABAbABDw&sclient=mobile-gws-wiz-hp#

Long story short, I was prescribed bi weekly Acuvue Oasys for astigmatism, on the second day I put them on, my eye couldn’t have focused on the computer screen monitor so I went back to see the optometrist. The same front desk girl told me doctor is on lunch told me to come back at 2:30 and told me that’s the only time the doctor would see me when clearly online there were more later appointments still available. It was already trouble enough for me to have to drive back the next day due to the discomfort of my newly prescribed contacts, I was also humiliated by the very unprofessional staff. I am disappointed in the service and I’m sure that’s not the value VisionWork would like to reflect on their customers.

I am kindly asking you to issue a refund so I can get my eyes examined elsewhere.

OK this has been going on since August 28th 2022.
Ivan
CALLED VISION works ON 12/09/2022
saID PRETTY MUCH THE SAME THING
WILL GET IN TOUCH WITH THE MANGER.
CALLED VISION works ON 12/06/2022
TALKED WITH CODY ON
ticket number 1727440
SAID HE WOULD CALL BACK WITHIN 24-48 HOURS
Vision Works
12-02-2022
ticket number 1727440
Misa
ok will call back tues
Previous call
A Visionworks team member will contact you within 48 hours.
In order to save some time on that call,
please keep this reference number and have
it handy when we reach you: 1711586
AND 0NCE AGAIN NOTHING HAPPENED
When are we going to get this solved the manager said he would expedite this check or sent back to my bank account.

On 12/5/2022, I purchased Kate Spade Frames $249 from VisionWorks at 4562 Poplar no. 115.

On 12/2/2032, I went into store to pick up glasses with daughter speaking to Ms Brandy, the Manager. I told her the wrong glasses were ordered and showed her photos of the glasses I ordered - [protected]. She began to pop the lenses out the wrong frames received from the laboratory and put the lens into the display frames EVERYONE has tried on while I looked at her.

I told her ‘no’ I paid for NEW frames and to please order the new frames from laboratory, but Ms. Brandy displayed a nasty, negative disposition.

I was examed, selected a frame, and ordered prescription lens late October. Delivery was promised by November 11. Delivery was delayed ... received my new glasses November 21. Fit well and lens good.

One lens fell out of the frame within a few days after receiving them ( on a Sunday when they were closed). My wife was able to refit the lens. After reading numerous negative reviews regarding Visionworks of America, I felt it necessary to cancel the appointment to avoid any further issues with VOA.

Yesterday I tried to cancel the eye exam scheduled for December 20th in their Cranston RI location. I used the link provided in the exam reminder email and got the following response ...

"Sorry, we were unable to deliver your message to the following address.

:

Unable to deliver message after multiple retries, giving up."

We came into get my sons glasses fixed like usual. Usually, we would come in and they ask us what service we need. In the past, when we came in with broken glasses, they would usually ask us about our insurance and other common information and then proceed to take in our glasses for repair. At the most, the service would take like 10 minutes. We did not need an appointment for that service, and they would always get that service done WITHOUT appointment.

On 11/25/2022 at Hamilton Place Chattanooga Visionworks, we had come in like we always do in the past. However, when we came in, the lady at the front desk was on the computer not making any eye contact and did not give us proper service. Instead, she rudely told us to go to a different spot for glasses repair service. Also, it was not busy. In fact, it was slow so there was no excuse for her to make us wait. Anyways, we calmy went there and started looking at frames in the meantime. When we brought some good frames back on the table, that front desk lady came back and started yelling at us asking where we got the glasses from and where they came from. She was the one being rude to us in the first place. The place was not busy so why was she being lazy, and absolutely ignorant without any reason? It was not THAT busy where we needed an appointment. Also, the "manager" blatantly told us, their customers, that they will not give service to some people if they do not want to. I would like to give business to Visionworks, however if this type of ignorance from the employees continues, then we will unfortunately choose another Optometry.