Visionworks Reviews

Was essentially forced into ordering contacts directly from the Millbury MA location. Filed for $50 mail in rebate and it took 4 months to get. When the rebate was caught in spam mail and I was unable to claim the card, they refused to replace it, due to extended time. Would not return or buy lens/contacts through them.

I wish I would have read reviews b4 I went there. Bought 6 pairs from them, and was asked to leave the store, cause I couldn't see out of my new glasses, because they read the prescription wrong. They told me I needed a new prescription. When they told me it was there mistake, I asked 4 my $40 back. That was a problem, and the manager asked me to leave, and I've bought 6 pairs of glasses from them. Really! This isn't the first time I've had problems with them. And corporate is no better. Don't waste your time. They are very poor everything. So long visionworks. My money is going to Warby Parker and Eye Lab.

Don't go there, if youvwant to waste you money and time this is the place for you.
It's a nightmare so please you love yourself
"DONT COME HERE"

The selection of frames is limited and overpriced! My wife and I had to settle on frames that were not special due to our insurance. The most negative thing about Vision Works is that the Opticians don't take the time to properly fit and adjust the glasses! I've been back to 2 different stores 3 times for adjustments and my glasses are still loose! Never again would we purchase glasses there!

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.

If I was able to give this company less than one star, I would. It's a joke, but a bad one.
I ordered a pair of frames, "non-prescription" glasses (plastic) to be sent to a FL address that functions as a forwarding service for American Express customers abroad. First, they sent me an e-mail that said that they could only ship to a home address (which is not stated anywhere, I checked).
I wrote back explaining the situation.
A few seconds later, I received another e-mail saying that my order had been canceled because I hadn't sent my prescription - which I hadn't ordered in the first place, I only wanted the frames, nothing else.
I wrote to their customer service on Facebook and asked if it was possible to only order the frames from Visionworks. They said, "yes of course". When I explained what had happened, they apologized and asked for more information. I sent four or five e-mails to Visionworks with screenshots of exactly what they stated in their own Q&A - ALL of these bounced back with the message "undeliverable". I don't consider this being a serious company and I'm glad I found another top-notch company because of it.
The OTHER company I went to provided the service I needed and had great customer service that went the extra mile for the customer. Visionworks didn't even take a single step in that direction. Would not recommend.

Ordered glasses a month ago called numerous times finally asked for a refund the manager acted like i was the blame.

Good afternoon,

Please see the complete correspondence below. I have tried SEVERAL times to get through to the billing department and have been unsuccessful, once again. Customer service tries to transfer me and is unable to get ahold of anyone. When I try myself, the phone call now just hangs up after 25 minutes of waiting. It has now been OVER 30 days since the original refund request which was submitted on 3/18/21 (please see picture attached) I am extremely frustrated at this point. I never should have been charges to begin with. Please expedite the refund that is due to me immediately. I expect a response to this email with an exact date I can expect my refund. I have already waited the 30 days I should not have to wait any longer. Thank you in advance for your assistance in this important matter.

Dear Customer,

Number: CSTR*******809

Request Subject: [EXTERNAL] Corporate Refund Check Status and Tequest for Prompt Expedition of Refund Check

Please see the updated information below.

Requester Notes:

03-25-2021 13:48:56 - Norma GarciaRequester Notes
Hello Sarah,

We apologize for the issues in service.
The processing time for refund checks from corporate may take up to 30 days.

We apologize for the inconvenience this may have caused you.

Regards,
Visionworks Customer Service
Regards,

Vision Care Customer Service

Ref: MSG6860761
Hide quoted text

---------- Forwarded message ---------
From: Sarah Rose
Date: Wed, Mar 24,2021, 10:07 AM
Subject: Corporate Refund Check Status and Tequest for Prompt Expedition of Refund Check
To: <*******@visionworks.com>

Good Morning,

I have tried several customer service lines listed online under Empire Vision Corporate Headquarters. I have been unable to speak to ANYONE Corporate Headquarters. The automated message tells me I have contacted them outside of business hours (Even though I have tried several times during what is considered "normal business hours") and to go online I am inquiring about the status of my Corporate Refund Check. I am on Managed MVP Medicaid and specified this when I made my appointment, again when I arrived for my appointment, and once again when I was picking out my glasses. When it was time to order my glasses Stephanie said that it was MY responsibility to take my receipt and contact MVP for reimbursement. I was shocked at the amount as I had always gone to America's Best and NEVER paid over $150 for 2 pair of PROGRESSIVE lenses. Also I was told that the price for progressive lenses would be $100 MORE EACH and MVP would not reimburse me for them. The advertisement was for BOGO free so I got a pair of glasses for reading and a pair for long distance. Which is not convenient for me, having to switch glasses all the time, but I could not afford $450 for glasses. I couldn't even afford the $250, I am currently unemployed and I had to borrow the money. I was not expecting to pay anything out of pocket because of my insurance. I was told BEFORE I made my appointment that my insurance was accepted there. Long story short, I submitted my receipt to MVP Managed Medicaid and received a denial letter. When I contacted them they advised me that I should not have paid ANYTHING out of pocket, that Empire Vision Works (of Glenville NY) should have billed for the services themselves and they would not reimburse me directly. They would only pay Empire Vision Works after they submitted the claim. They also said that they cover progressive lenses and should have received that service. I called the office where I had my appointment and only when I disclosed I had contacted MVP myself, did they tell me to come in for a refund. When I went in they told me insurance does not cover the BOGO free and I had to return my reading glasses. They would not/could not give me a reimbursement check and said it must come from Corporate. Now I am out of my reading glasses AND $250. I have been unable to get ahold of ANYONE by phone to check the status of my reimbursement check so I have no idea if and when I will receive one. I also don't understand how ONE pair of glasses cost $250. I cannot believe I was asked to give my 2nd pair of glasses back. Especially after this being the company's mistake. I am looking to hear back from someone on the status of my refund check. I will also be checking to see what was billed to MVP Medicaid and will be contacting them if I see that $250 was charged to my account. I will also let them know that I was told I could not get progressive lenses because of my insurance and Empire Vision Works made me return my 2nd pair of glasses. I will be contacting the Better Business Bureau and filing a formal complaint if I do not receive my check promptly and/or this email goes unanswered.
Please see the email attachment for receipt I was given as proof of the refund request from Corporate.
Thank you in advance for your time for promptly looking into this matter. I expect an expedited resolution to my complaint.

Made an appointment for 9:30, showed up 10 min early (as I do), waited for an entire hour before I was taken back. Then another 10 min before the actual eye exam. After the eye exam the dr. took me to a lady that gave me a contact, I put the contact in she said without ever looking at me "is the contact in", she then took me to a room to read the eye chart, walked out without saying anything to me, 10 min later I went out and asked if we were done, she replied that the dr. would need to look at the contact another 10 min the dr looks said all good, went out to order contacts and was told that they were on hold with the ins. Company and they suggested that I pay the bill up front and when the ins. Company paid they would reimburse me (fat chance), the entire staff has a bad, condescending attitude. Clearly they think that their time is more valuable than their customers. If your people are so sick and tired of customer service, leave the industry.

I went to the VisionWorks in Frankfort, KY for a standard eye test and new glasses. First, they try to sell you items deceitfully. I was ordered bifocals and they talked me into "digital lenses" which I was told meant the bifocal would go from one side to the other so you aren't missing any text. This was incorrect and when I picked up my glasses and noticed this was not true, the person who sold them to me gave me shrugged shoulders because he didn't have bifocals - he just knew people liked them. Also, I was sold "smudge-proof" and when I went back in, the manager said it wasn't smudge-proof, just dirt resistant. I have to return my glasses 4 times to get the bifocals in the right place so I could see without getting nauseous. These are the worst glasses I have ever had. I couldn't return them because my insurance was already processed and going to a new place would cost more because of the benefits taken at VisionWorks. My son got regular glasses (no bi) and his glasses are fine. I wholeheartedly do not recommend VisionWorks if you have bifocals or anything difficult about your prescription. After my third trip in, they had my vision checked to make sure the prescription was right and the Doctor treated me poorly as if I was questioning his ability.

I went to the VisionWorks in Frankfort, KY for a standard eye test and new glasses. First, they try to sell you items deceitfully. I was ordered bifocals and they talked me into "digital lenses" which I was told meant the bifocal would go from one side to the other so you aren't missing any text. This was incorrect and when I picked up my glasses and noticed this was not true, the person who sold them to me gave me shrugged shoulders because he didn't have bifocals - he just knew people liked them. Also, I was sold "smudge-proof" and when I went back in, the manager said it wasn't smudge-proof, just dirt resistant. I have to return my glasses 4 times to get the bifocals in the right place so I could see without getting nauseous. These are the worst glasses I have ever had. I couldn't return them because my insurance was already processed and going to a new place would cost more because of the benefits taken at VisionWorks. My son got regular glasses (no bi) and his glasses are fine. I wholeheartedly do not recommend VisionWorks if you have bifocals or anything difficult about your prescription. After my third trip in, they had my vision checked to make sure the prescription was right and the Doctor treated me poorly as if I was questioning his ability.

Great service, wonderful prices and I love my glasses.