Visionworks

My new glasses work well for me. Now for the bad news. The staff lacks knowledge and seems indifferent, but it's a top down problem. I called the Lancaster, PA office three times, and was rerouted to a centralized office all three times. No one ever answered. No one ever contacted me to let me know my glasses were ready for pick up. They charge an additional $35 for what they call "Visionworks Protect." When I said I didn't what the extra protection plan, I was told that they would not do any work on the glasses without buying it - they will not tighten a screw or adjust a nose pad. I never experienced this at any eyeglass store before. The associate said if I don't buy it, "when you leave this store, you're on you own." So, it seems they don't stand behind anything they sell. When I finally received my glasses, he handed them to me in a case. "Try these on," he said. No fitting. No reading cards to test the new lenses. No check to see how they fit. Nice glasses, but I'll never return.

I visited visionworks with two family members on at least three occasions. We all intended to buy glasses. Upon entering the store EACH TIME we were left standing there unacknowledged by anyone. No one say hello we will be with you in a moment. Nothing until they were actually ready to serve us. This was very uncomfortable and kind of rude on their part. Once I finally was able to make an appointment for the three of us, we all need an appointment on the same day so we scheduled far enough out on a day I had off so that I could pay for all the glasses. The appointment was confirmed. The next day without consulting me they rescheduled our appointments because they later realized they don't have an optometrist that day Even though they were supposed to have an optometrist that day. We could not make two out of the three appointments scheduled because of work so when I tried to call back to reschedule I was put on hold for 15 MINUTES, no exaggeration. When finally someone did answer I had been transferred to the call center instead of the store at the town mall I was trying to reach. Their computers were down and could not fix the schedule and they stated no one at the mall was answering. I was not able to reschedule these appointments.

The optometrist was very nice, very thorough at the Mchenry IL location. However, I stop in today (9-13-21), roughly one week after my appointment, to try on frames and had a negative experience with the front staff. I am self-pay and realize the cost of glasses; I was already expecting/prepared to spend 500+ dollars out of pocket for a good pair. I called prior to arriving asking if I should make an appointment prior to coming to try on frames, and was told no just to come. I walked in, with mask on, and even asked if I could be of assistance and clean each pair I tried on as to not burden the staff. I tried on a pair, pulled down my make for a brief moment to check the symmetry and was told that was unacceptable and to leave my mask fully on. I respected the staff and asked politely if it would be possible then to gather several pairs and go to a private room with a mirror, so I may pull down the mask with no one around. The response I received was a cold, "no, we don't do anything like that." I requested a copy of my prescription and had to take my business elsewhere. I found a place that was much more hospitable and ended up buying 2 pairs. Customer service is everything to me. Even though the optometrist as I mentioned was very good, I can't recommend family/friends to come here with such a negative experience and unfortunately won't return myself.

Over the past several years I have ordered numerous pairs of glasses and was satisfied and even recommended Visionworks to my friends. However, I recently ordered regular glasses along with sunglasses. Again I was happy with my purchases. Then a few days under the hundred days we get to return them, the lens fell out of my regular glasses while they sat in their case overnight. The little fishing line broke under the bottom of the lens. I didn't want the same glasses since I am now uncertain of their reliability so I chose another frame which cost almost $80.00 more. I picked them up a week or so ago and am not seeing well with them. I went back to the store and the associate said my measurements were off. I said the glasses were not comfortable either so I chose another less expensive frame. The manager called me later to say she will not refund the $40 or $50 difference since they just honored the original return as a courtesy and I don't get 100 days for the replacement to guarantee my satisfaction. She said it costs them money to keep replacing glasses for me. I am a senior citizen with limited funds and I have spent over a thousand dollars at Visionworks in the past 4 or 5 years. What a shame the manager has to treat me like it is money out of her pocket to make me satisfied.

I have purchased my last 3 pair of glasses from Visionworks... NEVER AGAIN
The Dr is virtual, a non licensed employee is doing your eye tests and submitting the results to the Dr. The Dr then uses these test results to determine you eye care needs! The glasses were also a HORRIBLE quality this time!
I will never, NEVER return!

I bought glasses the RX was changed twice I asked for refund they keep telling me after 2 months well a check was processed but no check number or reference number a big run around

I am still trying to get a full refund from this company! I am so angry with how they have done me. I bought glasses on 7-20-2022 paid $444.89,could not see out of them. Went to dr. for check on glasses and my prescription. Had to get glasses sent back for remake. OK 2nd pair same thing could not see thru them. Again I went back to eye Doctor glasses sent bcack for remake again. 3rd pair came in and I couldnt again see enough to drive, my old glasses. Sent glasses back asked for refund within the peroid time exceptable again. I never have gotten my refund! I have made contact with the central coorporate office customer service several times. I am very old now this is so unfair to be done this way! Visionworks stinks!

Purchase glasses never got them had to wait 30 days to get my money back and to get my insurance reinstated they told me can be reinstated over the phone but my insurance company prove them wrong they called them got it reinstated so it took me about 45 days to get my money back so I can go and purchase eyeglasses I'm somewhere else my advice stay clear read the reviews before you go to the one in Castleton Square in Indianapolis Indiana

Customer of many years, was totally disrespected on phone today. Travelling from southern calver county to appt Thursday, ran into heavy traffic. Tried numerous times calling the visionworks Jennifer dr Annapolis TO NO ANSWER AFTER 15+RINGS. I wanted to tell them I was, going to be about ten minutes late because of my distance and unexpected heavy traffic, when THEY FINALLY ANSWERED, I WAS CURTLY TOLD THAT MY LATENESS FOR MY APPT W DR ROGERS WAS UNACCEPTABLE AND I NEEDED TO RESCHEDULE MY APPT. YOU LOST ME AS WELL AS MY FAMILY AS CUSTOMERS!

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.

The wonderful people at vision works could care less about their customers and are not above lying about it. We drove an hour to our appointment today only to find the store closed with a sign saying they would re-open 11 Jan. I called corporate to ask why no one bothered to call and tell us the appointment had to be canceled or rescheduled. (You know, our time, the customer, is not at all $#*!ing import!) I took time off of work to go. So some lady at corporate claimed she did not know the store was closed and said she would have the regional manager call me back before the end of the day. Great, She sounded like she was trying to help. End of the day, no call. Not rescheduled, no answers.
As far as I am concerned the Visionworks location at Independence center can kiss my rosy red cheeks. The regional manager can piss off. I am going to leave negative reviews where ever I get the chance. #VisionworksSucks! They do not care about their customers. 27 minutes on hold trying to get to talk to someone in customer service.

Everyone at vision works were amazing, helped me and found me exactly what you were looking for. Kameisha was my sales person who went above and beyond for my daughters glasses. Thanks

Have not been able to read with these glasses already scratched up no way to keep them clean of course the COVID hit a few days after I got them so was not able to go back Worse experience I have ever had

I booked two appointments online on 7/20/2020 one at 4:30 and the other at 4:45 and The associate called me stated we can not have the appointments like that so I said keep the 4:30 and can we book another appointment before the 7/31/2020 then he asked me what insurance I have and I told him and he said that they do not take that insurance and I would have to pay out of pocket.

So I went in to get my glasses and contacts, I did the exam and they were trying to pressure me into everything they offered but I didn't want that. So after the exams were completed I went to pick out my glasses and the lady that helped me when I first got there kept coming over to me saying have you got them yet? I replied to her that I'm still looking then she started grabbing glasses from the most expensive places and kept pushing me to get them. I finally found what I wanted and after $300.00+ bill with my insurance I left. I tried calling them to get the status on my glasses and contacts but their automated system is so messed up I couldn't find anything out. So I drove there to ask them and tried to explain about their phones and how much it was a inconvenience for me to do this, and the lady that helped me all she could say was that they are on hold. I tried to get an answer and all she said was I'm not going to argue about this and walked away. Never doing business again with that kind of attitude. I would rate their business as a -1 star if I can

My husband was told by eye dr during exam that he was hemorrhaging in one eye and referred us to our ophthalmologist for follow up, suggesting urgency. The ophthalmologist said he needed to review notes from eye exam but it was IMPOSSIBLE to dial the store directly, you get a ridiculous phone system which includes no live person option. Multiple phone calls later we reached a customer service rep who also COULD NOT REACH anyone in the store directly. Said he would email the store but by the end of the day our dr still had received nothing. Our dr had also faxed the store asking for info; no response at all until the following day. I actually drove in 20 miles the next day to make sure they had responded. (because I still couldn't reach them on the phone) It took over 36 hrs for a response to a fairly urgent matter. Absolutely the most aggravating and useless customer service ever encountered.
The folks who work in the store are great and none of this is their fault but try to get any follow up once you walk out. Apparently the company doesn't care, their reviews are consistently poor.

The nose piece on my glasses broke off. I went in and no questions asked, she replaced both of my nose pieces and I was in and out in under 10 minutes.

Hi Just want to review my last Eye exam It was a zoom exam conducted by a technician not Dr. Checking my vision. You look at letters and try to read lines The man kept giving the same size letters. He kept telling me to blink. Never had a test like that. Usually you move up to bigger letters to get range. Also we went to the Whats better or clearer part of the test Picking 1 or 2. He was going so fast. I was laughing. And saying 1 or 2 to get finished with test. Also after going thru the various eye exams I developed an eye infection. Not happy. The coo de gra was I asked what $$$ amount my insurance would cover. Technician said pick out frames. I did I came back frames close the the amount Insurance will cover. The tech picked out frames that was far lower in cost and was telling me they are much better. I am sure when I pick up my glasses the Prescription will be wrong. Also The 2nd zoom with now a Dr He was telling me I need glasses for driving I said I need reading glasses only. I told I just renewed license 2 years ago. He said I had a very generous examiner. WTF He was reading results from the First zoom tech who gave me vision test. Soon will see if my new glasses are good. Next year no more zoom visits.

This is the worst company ive ever had to deal with.from management to employees none of them care.

Ordered new glasses AUGUST 2021. Received letter for free glasses from benefits not used 2020. I called visionworks it was verified. Went in and was told no I could not get a free pair. They will have to call insurance company. We will call you. Never received call. I called them. I was told that coupon was expired 10/1. The other coupon in the letter expired 10/31/21. I had not had that letter long. I called my insurance company. They told me that I could redeem that coupon for 2020 benefits. The insurance co called visionworks. I went back today. Lady tried to tell me that tell cancelled that coupon but was told to honor. I call bull $#*!. I talk to the insurance company and that was not mentioned. They lied I will not go back to that location. They cannot even return ur call. I think they noted my act for her to recall conversations in regards to that. It's ok want get my business in kernersville nc again see ya. The lady telling me what the coupon said. I said I know. That progressive lenses come with co pay. I said no read the coupon. They are doing dongs. I also dropped about $300 in August.

Visionworks in Lancaster, PA, is the most unprofessional company that I have ever dealt with. I had an eye appointment scheduled three weeks ago for today. I get there 15 minutes early. I get checked in, I am brought back for the 1st two tests, and then am told to go pick out my glasses and leave them in a tray. I get done, and go sit down to wait for the doctor, who then comes out and calls in the woman who had just checked in. I tell him that I am next, and he says, "oh go talk to (whatever her name was). She then tells me that they tried to call me several times to tell me that my appt. Was rescheduled. I never got a call or even a message, yet she insists they called several times. Even if they did and I never heard it, they can't leave a message? I also got an email reminder about TODAY'S appointment. So apparently they also knew my e-mail and could not have let me know that way? Instead I get a reminder yesterday about today's appointment?
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They seriously could not have told me as soon as I walked in that it had been rescheduled?
I will never go to this place ever again, and I will be sure that everyone that I know hears what happened to me today. Nothing like wasting all that time and gas... thanks for nothing visionworks!

*Personal information redacted by admin

Was over charged. And have a very hard time for them to give me refund. It been a week for the to tell me that they will send out a check to me for the amount that they over charged me. Smh
DO NOT GO TO VISIONWORKS!
I REPEAT DO NOT GO TO VISIONWORKS!
Very unhappy with the customer service with Visionworks.
P.S. It should be a way to give zero stars

Went to order a pair of glasses and lenses for a pair of frames I bought there a couple years ago. Once again I was told my vision insurance wouldn't be the best way for me to go. I was told I could NOT purchase just lenses as part of their BOGO promotion. For a pair of glasses with relatively inexpensive frames and a pair of lenses I was quoted $840.00. This was after someone behind a closed door told the clerk I could use the BOGO. This mysterious voice didn't ever show its face. Went to the optician behind them and got lenses for my frames and a full pair of glasses for under $600.00 using my insurance and a promotion for a second pair. A call to the customer service number at VisionWorks left them firm on the $840.00 price tag. They don't care. I had been a repeat customer...but no longer. Shop around. They will milk you for everything they can. Extremely poor experience both in store and on the phone with their customer service department. It wasn't like that the last couple years when I have shopped there.