Visionworks of America
reviews and complaints

I went for a full eye exam on October 22, 2021 and paid for glasses I ordered. I went back on January 25, 2022 to order computer glasses. VisionWorks only filed a claim for date of service 01/25/2022 and my insurance processed the claim. I have no record of a claim being filed for the 2021 charges, however, VisionWorks is indicating the insurance company is denying benefits as "non covered lenses at time of service".

If they had filed the claim for date of service 2021 my insurance would have paid the claim first but will not pay for lenses within 3 months of each other. The 2021 claim was much higher and should have rendered a higher benefit, but since the 2022 claim was filed first they are coming back to me and asking for payment for what the insurance company didn't pay. I paid for the 2022 visit out of my own pocket because I knew those lenses wouldn't be covered.

I am getting no assistance from the company. I have email the [protected]@support.com several times with no response. I left a voice mail a couple of weeks ago and got a return call today but the guy hung up on me because he said I had a bad attitude. I repeatedly asked for his name as he was telling me he was hanging up and never provided his name.

How is a person to get any assistance when they feel they have not received the assistance needed to get this issue resolved. Where is one to turn? They aren't accredited with the BBB and I can see why.

I don't feel I should have to pay out of my own pocket for the mistake they made. They should have filed the correct date of service and that is not my fault. I have no record of the 2021 claim ever being filed with my insurance.

On October 29, 2021 I went for and exam and purchased two pairs of glasses totaling $799.97 after insurance paid there part. At the time of my exam they sent me out on a referral right eye on November 19,2021 on that issues. Well I went to the referral to find out the problem wasn’t my right eye but I was legally blind from a severe left eye cataract. So on that day of November 19, 2021 I went back to the Plattsburgh NY store to cancel my glasses because they should of never been prescribed because I needed cataract surgery. Well the manager right away refunded back $749.97 after reading the referral findings of my $799.97 but told me to get the other $50 back from my health insurance. Well I got home contacted United Healthcare they called Visionworks on a three way call to say return my $50 because they were already paid by my insurance. Well after numerous calls to Visionworks I never received my $50 back onto my credit card. My name is Regina Booth 42 Sand hill road Clintonville New York 12924 phone [protected] . The exam was done October 29,2021 in your Plattsburgh NY store

Called several times and was told they would call me back in One hour . Never called me back.I have been a long time customer. Needed to re-order contacts my glasses were broke so wanted to find out if I still had insurance on them never heard back from them .Well looks like I will be looking for new vendor and optometrist

I bought a pair of glasses months ago since day 1 ive been trying to excange them per 100day exchange policy, i’m a disabled war veteran with two large bullet fragments in my head I can’t drive the government took my license I sent my son up to the store Oxford Valley Langhorne Pennsylvania E. Lincoln Highway three times with a precise note telling the story exactly what I want it all three times he came back with the same Glasses that was done about it repeatedly called online chat they say Sabor be in touch with me within 48 hours it’s been a month and a half I haven’t got a callback yet 100 day policy

On March 15, 2022. I visited Vision Works in the River Oak Center in Illinois. I did not need an eye exam as I had my script from my ophthalmologist. I selected several pairs of glasses and decided on a quirky pair that was a funny type of green with an orange inside of the arm. On March 27th, I came to pick up the glasses. The lady who waited on me at my first visit's energy was way off and it appeared she was having a bad day. When I was given the glasses they were not the pair I selected. The color was incorrect. From that point, it became a problem. I had a friend with me when I selected the glasses I sent her a pic of the glasses and she responded those were not the glasses I selected. The staff member told me I was wrong, did not know what I was talking about, and refused to help me look for the correct pair. She informed me to try another store and "let her know". I still don't have glasses, and no one has called to see if the issue has been resolved. She also spoke about me to her colleagues in the store and on the phone when I went to another location which is totally unacceptable. She made the error and would not take any responsibility for her actions. I am appalled at how I was treated, addressed, and disrespected.

I have had numerous issues with the Northpark, Dallas store when ordering and receiving glasses & contacts. My contact lens order last year was screwed up by the store and they ordered the wrong prescription and I had to wait for a new order. Fast forward to 2021, on 10/5 I ordered 2 pairs of glasses and a supply of contact lenses. They ordered the wrong contacts. Again. As of 12/20, I am still waiting for the contacts. I have had to make numerous calls and trips to the store and still have nothing. I am working with 2.5 month old contact lenses in my eyes at this point. They were supposed to send me sample lenses while I waited. Nothing has come. Also had issues with glasses. The frames were warped/shrunk when I went to pick up. They ordered new ones. When those arrived they said they needed to get new lenses so I had to then wait for those. It was almost 2 months before I finally got them. I've called the manager, Maria Zarate, who refuses to get on the phone and just chooses to let staff members call and "help". So frustrating. I wish I would have read the rating on here before I wasted so much time and energy. I still have yet to get resolution or a full refund of my order.

I visited the Visionworks store in Frederick, Maryland for progressive lenses. After two failed attempts, I requested a full refund. That was September 30th, 2021 -- I'm still waiting! I've had half a dozen phone calls with the store manager and associates. They've been unable to get my $904 refunded. The excuses I've been given: new software, the refund department is backed up (now that doesn't make me feel too secure!), it takes about 30 days to get the refund processed (hello, it's been almost 90 days!). I've been on hold with Customer Service for almost two hours; I truly believe it's a queue that will never be picked up! I tried the online chat -- that's a useless piece of software. The "chat advisor" picks up keywords from your description of the issue and give responses that have absolutely nothing to do with the problem. I've been patiently waiting for the refund, but if I don't get it by the end of 2021, I guess I'll have no option other than to take Visionworks to court. Enough is enough.

On Friday, 12-10-21, my husband and I had a very good experience with the eye doctor. Dr. Min. She was extremely thorough and professional. The rest went absolutely downhill from there. We found Frank, the salesman, impatient with us after we decided that the glasses we had just purchased were the incorrect ones. He informed us that Adam, the manager, left an hour early and that we could only return the purchase by the next day in person when he is present.
On Saturday, 12-11-21, the following day, we had to change our schedules to go there. Once there, we were not given attention promptly. In fact, we started to time how long we were waiting for Adam. We were reminded at least 5 times by passing sales people that only Adam can return the purchase. Time continued to tick. More salespeople were standing around but we were told we are next. Adam proceeded to take someone who came in after us.
Finally, another salesperson approached us and said that she could process the return. She struggled with it. After 5 minutes, I became concerned. We let her know that we want to wait for Adam. She stood up sharply, did not speak to us, marched to Adam and threw the receipt down next to him. That's when Adam started berating us from across the room saying he is with a customer and that we are being inappropriate and demanding.
We stood up, walked towards him and tried to explain to him that we would just wait until he was done. As we started to walk back to the chairs where we were instructed to sit previously, Adam raised his voice again and exclaimed, "No, she has to do it!"
I didn't want to say it out loud, but I explained to him that she is struggling with it. He became even angrier with us. He started using a sweet voice with her begging for her to do it. This was twilight zone. She sat down and started trying again to figure it out. Finally, the return worked. Until this goes through and we find that it is correctly done it will remain a concern of ours.
This location is only for people who are accustomed to poor and thoughtless customer care. The reviews on Google and Yelp of one star relating the rudeness and inconvenience at this location are correct.

Location: Southland Shopping Center Pleasant Hills PA 15236
Date: Wed 10/20/21 @ 5:40 PM
Patient Name: Marlene O'Leary

Arrived to appoint 2 mins late, female MD checked me in, she stated I was late, I said 2 mins late? She asked for my information, which I provided. She asked if I had my forms filled out, I asked what forms, and said no. she then indicated she could not see me .
She then proceeded to say that the office had tried to contact me several times, but could not. When asked what number she gave an old number that has been disconnected for years. I asked why was I not contacted by mail, and the message on the phone clearly says number was disconnected. Why would you keep trying a disconnected number ? I offered to fill out the forms then to which point she declined. At the time she was waiting on 2 different clients, an older couple that was getting financed for eyeglasses and a little girl and her mother. She told me the appoint was cx and she could reschedule. I scheduled for 10/30/21 -10 days past this appointment date. Never once did the MD ask if I was experiencing any problems.
Please note : I called and spoke to person, who supposedly changed all the information in the system, when I informed the doctor of that, she said the computers were old- she then took my email down. I still don't have any paperwork to fill out for the rescheduled appointment.
I am extremely upset over this, I feel as though she could have provided me the forms to fill out while she took care of the 2 sets of people waiting. It looked like she was the only experienced staff working. Another worker was calling patients to remind of upcoming appointment. The phone was ringing and no one answered. This is poor care of patients in many areas.
I have gone to vision works for years and have bought several pairs of glasses.
I like to wear different frames to match my outfits.
At this point I will not return and will go elsewhere.
Just thought you needed to know. and I will let my company know what happen as well as family and friends.
I truly believe the MD did not want to see me because she was too busy, and wanted to end her day.
Plus not asking if I was having any problems with my eyes, if poor care in and of itself.
Extremely poor customer care on many many levels for myself and those other customers who waited while she took care of me. I am
VERY disappointed and upset. I cancelled patients of my own to attend this appointment.
Marlene O'Leary
[protected]@comcast.net
[protected]

On Aug.8, 2021, I visited Visionworks#431 in Colorado Springs Co . for a general eye exam and prescription lense update. I went in with my own preordered frames for the lenses to be fitted in. The representative drafted up the order and submitted to the lab . On Sept.21, 2021, I picked up my glasses and was very pleased with the results: However a couple of days later, I noticed the lense were shifting from the frame, so I immediately went back to the location to have someone assess. Once I got to the location, I was made to wait 10-15 mins. while the General Manager Marianne Bartlett, was assisting another customer with sales, giving 110 percent customer service, before she was able to assist me. Once she took a look at the glasses, she immediately began to chastise and ridicule me for getting a pair of frames that required such perfectly round lenses and asked me in a very derogatory tone if i had any old frames to use besides the new ones that i presented with? and asked "Did I see any of the displayed frames with such perfectly round frames that i purchased? she then shouted at me and her staff, gathering them around in front of other customers to not except these type frames from customers, stating she was giving them a teaching moment, in front of me the customer, and stated Visionworks can not fix lenses like these because they were just too round. The way she spoke to me was very rude and biased, demeaning and dismissive .Instead of helping me and resolving the issue, she just went on and on about how Visionworks did not have the capability of creating a fix for my glasses, and went on to tell me what your company could not do and your inability to fulfill. After she finished ranting, I asked her politely if she could at least send them back to the lab and have them to examine .She said she would and would contact me when they came back. On Oct.1, 2021 I just happened to go by to check on the status, and as I entered the store, General Manager Marianne Bartlett jumps up claiming she was about to call me to let me know, she talked with the lab guy and he was unable to fix the problem. I feel very strongly that she discouraged the lab tech in reporting the condition of the loose lenses, instead of sending them to the lab tech's who could have visually see the problem and perhaps troubleshoot and fix the problem. To no avail are my lenses fixed .I want to express how disappointed I am with the service that I recieved from someone in such a position as General Manager Marianne Bartlett, she was inconsiderate of my time, my money, as I should have been told at the beginning of my intial visit that the order could not be fulfilled.Marianne Bartlett needs much training in professionalism, shes very rude, and lacks empathy, the way she addressed me in the tone and manner that she did was not good practice of customer care.I will be letting my insurance company as well as other consumer outlets know of this terrible experience i had dealing with your business and your General Manager Marianne Bartlett location#431 Colorado Springs, Co .I'm sure they will not be pleased at how their vendor handled their client. I was refunded the 90 dollars that i was out of pocket, but thats not whats important to me. As a healthcare professional myself, I understand the importance of quality customer service and customer care, which I recieved neither. I did not recieve anything near what I read that resembled your business code of conduct.

This happened on 8/18/2021. There were three people working, one male and two females. The females made us feel like us customers were a bother. One seemed to be in a hurry to get out of there and didn't put any updated information in my daughters file and the other, Christa, was very slow and had multiple personal phone calls. It seemed as though she cared more about the calls than doing her job. some things that stood out to me is when she rolled her eyes at us, seemed very tired, and like she had a hard time typing and I had to correct her on information being put into the computer. I don't know any of their situations but customers shouldn't be treated that way. The whole appointment took an hour and a half. We were still there past closing time and my other daughter needed to have her glasses fixed. That didn't happen. Maybe management needs to look into this, especially the customer service.

I have prisms, 6 deg and was told not to get glasses with a middle line as it's hard to use the computer from where I sit. The teck who told me regular by focal would be better. The DR prescribed 8 deg of prism. when the glasses came I could not see. The teck that tried to fix them for me also thought that was to much of a change in prism, 2 deg. I was told to call for a appointment witch I tried today, they refer me to again the computer. I type in what they ask for and it does not confirm I have a appointment for the time the DR is their. I tried to get help from their chat line and the lady can't seam to help. I will stop payment and only approve the payment when the glasses I receive will help my vision.

I bought a pair of eyeglasses, at vision works, Harrisburg pa, the left lens had a spot on it, took back to store and a guy cleaned them and held them a foot from his face and said he don't see anything. The spot might be were there put numbers on lens or my eyes, I wear my old pair and have no problems with a spot or my eyes, just had a exam and doctor said my vision with glasses is 20:/20, eyeglasses should of been fixed by vision works, it's about 70 mile round trip! Bad customer service in harrisburg

To whom it may concern,
I just came for my appointment at the Camp Hill office in Pennsylvania. The service attendants were for the most part very polite except for constantly telling me and many others to pull up our mask to cover our nose. We were ALL complying and wearing a mask and they still continued to harass us to the point one man left the store because he didn't want to have to deal with it. And afterwards they would say it's company policy. I probably heard that about fifty times while inside your store. I don't blame the staff because they are doing their job but if your company policy is to continually harass customers who are wearing a mask until they comply then I will gladly take my business and my family's elsewhere.
You are infringing on our constitutional rights to have life, liberty, and the pursuit of happiness and in order to have life you need oxygen to breathe.
Your policy is wrong in making your employees constantly harass your customers and if it doesn't change we will gladly go elsewhere and tell everyone to do the same.

Sincerely,
A very upset customer
Krista Sellars

I purchased 2 pair of glasses from the Arundel mills store in Maryland about a year ago for around 800 dollars. I brought these glasses back in less than a year to find out why my tinting film was bubbling, I was told it happens from time to time. Not something you want to hear after spending that much money. I was told they would replace the lenses in one of the pairs. I would think they would make it right by replacing both but I digress. I finally agreed and gave them my favorite of the 2 frames to have the lenses replaced. I was told 10-14 days. About 2 weeks go by and I get a text that glasses were ready. I rushed to the store because as I mentioned they were my favorite frames, to my surprise they presented me with the wrong color frames. I explained these were not my frames. The lady explained those frames were under my name. At this point I can't believe what is happening. I was told to take that pair and the GM would call me the next day to try and sort it out. I waited 4 days with no phone call and finally called myself. I was told that she would contact the place my frames were sent to see what happened. Over a week later I reached out by email, online chat and fb. I get a call today from a spam risk number in Texas, it happened to be Visionworks and the message stated my glasses were at the store, so problem solved. " Really my frames have been missing for weeks and I get a message they are there" as I explained in my email I was given a pair that were not mine. I tried calling back the spam risk number shocker it doesn't take incoming calls. I called the store to see if by some miracle my frames I handed over now found there way back to the store. And of course I wait on hold for 58 min before being disconnected. So would someone from corporate PLEASE GET INVOLVED AND CONTACT ME AT [protected]... PAUL