Visionworks Customer Service

User Reviews, Ratings and Comments

Visionworks customer service is ranked #482 out of the 1023 companies that have a CustomerServiceScoreboard.com rating with an overall score of 32.61 out of a possible 200 based upon 135 ratings. This score rates Visionworks customer service and customer support as Disappointing.

NEGATIVE Comments

125 Negative Comments out of 135 Total Comments is 92.59%.

POSITIVE Comments

10 Positive Comments out of 135 Total Comments is 7.41%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Disappointing Overall Customer Service Rating

  • Visionworks

    Customer Service Scoreboard

    • 32.61 Overall Rating
      (out of 200 possible)
    • 125 negative comments (92.59%)
    • 10 positive comments (7.41%)
    • 0 employee comments
    • Attribute Ratings
      (out of 10 possible)
    • 1.6 Issue Resolution
    • 2.6 Reachability
    • 2.1 Cancellation
    • 3.1 Friendliness
    • 3.2 Product Knowledge

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Posted by awc_andy


On Friday, Mar 17, 2023 my son and I had our last exam at the Visionworks in Seekonk, MA. At the end of that appointment I made appointments for the following year for Monday Mar 18, 2024; for which I received an immediate text confirmation. At the beginning of Mar, not remembering this appointment, I sent a calendar reminder for myself, for Sunday Mar 10, 2024 to try and schedule annual exams, for my son and myself. On Sunday Mar 10, 2024, when accessing my phone and computer, to schedule an appointment, I discovered the existing appointment, eventually discovering a pair of text messages sent Monday Mar 4, 2024 to confirm our Mar 18, 2024 appointments. I immediately confirmed and received a reply of receipt of my confirmation. As a single parent with a very busy job who gets many, many text messages per day, it is not uncommon for some to be overlooked. On Monday Mar 11, 2024 I received two text messages confirming both appointments, for my son and I, on Monday Mar 18, 2024. Knowing this was coming, I arranged to take time off work, and arranged my schedule to be able to take the time off. On Thursday Mar 14, 2024 at 5:19 pm I received a call from the Visionworks Seekonk office informing me that my appointments had been given to someone else. When I asked why I was given a very disappointing excuse regarding poor computer automated scheduling systems. It was offered to "try" and contact the individuals to whom my appointments were given to "try" and correct the situation. I expressed that try doesn't help me when I've already made arrangements and "try" doesn't guarantee anything. I ended the conversation and contacted Visionworks customer service to submit a complaint. After completing the complaint, I reviewed my text messages and discovered the pair of text messages from Visionworks on Monday, Mar 11, 2024 confirming the Monday Mar 18, 2024 appointments. I again contact the Visionworks in Seekonk, MA expressing additional displeasure with the contradiction of a cancelled appointment and confirmation text messages. The customer service representative, who identified herself as Shea, in a very condescending manner, again blamed the poor computer scheduling system. I expressed my position that, since this was the fault of their scheduling system, I believed the correct course of action would be to contact the individuals to whom my appointments were given, explain the error and return the appointments to me; not "try" to get the individuals to give up their appointments. Shea claimed that she never said "try" rather that she would (an inaccurate claim). I accepted her assurances that the situation would be corrected however, prior to ending the phone call Shea stated "I'll see what I can do"; a statement which I informed here did not leave me with much confidence. She called me back at 6:46 pm Thursday Mar 14, 2024 and informed me that my son's appointment had been restored but, that she was waiting to hear back from the other individual concerning my appointment. At this point I have no assurance that I'll get complete resolution and do not understand why I do not simply get my appointment back leaving the notification of the other individual to follow. This entire situation is very disappointing, from the way which customer service handled the error to the unsatisfactory "one missed text and my appointments are given away". At the VERY least there should have been at least one other attempt to contact me. Visionworks needs to correct what is clearly a serious problem with their scheduling system. Regardless of the final outcome, I will be taking my business elsewhere in the future, and ensuring I relate my problem to as many others as possible in the hopes others can avoid such a fiasco.

Posted by Kesh


It was a very disappointing experience working with Dr. Chang and Dr. Lee at Vision Works Garden City. They don't care about you or have any patience at all, they just want your money.

Dr.chang did not check my eyes for contacts and used the same prescription as my glasses which was also taken from my previous prescription. During the follow up visit, I mentioned that I was not able to see with contacts at all. Dr. Lee replied that contact lenses are not as good as eyeglasses, and you would not be able to see letters, and you can leave because I have another patient to see. If this is the case, then what is the point of getting new contacts in the first place?

It is only Shelly who is good in that office, she is very experienced and polite, and she is very good at her job. As a matter of fact, Shelly asked Dr. Chang a question: "Are you going to change the prescription?".

Obviously, this is not my first experience with Vision works, but it is clear that they do not care about clients at all. All of their locations have employees who are unprofessional, and they never fix the problem.

Posted by Anonymous


This is my last time ever going to vision works. If its the last eye care center in the world, I won't get any eye care.
This is the 2nd horrible experience I had with them and yhere will not be a third. This time around they stole my Gucci lenses after I specifically told them I wanted my lenses back. I bought my expensive glasses there to use and they sent it to their factory to put in my reading description lenses and lo and behold they dis not return my original gucci lenses when i picked up my glasses. What makes things worse, the rep that was there had a nasty attitude and argued with me over my own product. I stopped going there before because another rep was very rude to me before. I would like to speak to someone at the corporate office to lodge a complaint.

Posted by Jrog


Worst experience ever trying to get an eye exam at Visionworks in Papillion NE. There is no live doctor on staff there, all is done online and then a Dr is supposed to come on and review the results of the test. After going through the entire exam the doctor was unable to be heard to review the results. They told me in two years of doing exams this way they have never had this happen before. I find that hard to believe and do not think they were telling the truth. There was no way to get the results of the exams I had since they were unable to review the results with me. After over an hour and a half they said they would comp me for the exam and I wouldn't have to pay! Really!! Why would they even think I was going to pay for a service that was unable to be completed.
I would never recommend this place and their process of doing eye exams! I have rescheduled with another vision center that actually has a doctor on staff and it is not Visionworks,,

Posted by Anonymous


I was visiting the Mt Juliet Tn location due to my son breaking his glasses and needed a new pair. We arrive when the store just opened. We did our exams. Picked out our classes. Waited on the attendant to see us. The receptionist told her colleague that we were next for her to see. We are people of color and her colleague told her that the guy who just walked was next. We waited and when she saw us . We ordered our classes. I told here we were flying back tomorrow and I would need the glasses shipped to us. She called me a few days after and said they sold the classes that we picked out. We needed to come back to pick another. I live 4,000 miles away. Now my son can't go back to school for an extended time period. I called customer service and they seem as if they really didn't care. But transferred me back to the location and the location manager would not even talk to me. He told his worker to get my number and have the person I dealt with to call me back. Wow.

Posted by Anonymous


Well first of all the employees are rude,I went to vision works in Joliet office in Illinois. I just want people to know that when they call there that they are on speaker so everyone that is there can hear your conversation and to me that's so unprofessional and rude. Plus they don't ask if you need help on anything , they just sit there on their cell phones until they get a call from a customer. Someone from corporate should really do something about that cause it's wrong and so unprofessional.

Posted by Anonymous


Went to vision works to get a eye exam cause the sign in the window said walk-ins welcome and when I went in they told me I need a appointment I told them that's not what the sign said they told me only when they are not busy I told them that's not what the sign said they should fix it then thought that was unprofessional of a business I will never go to vision works again and waste my time like today

Posted by Poppaswan63


My wife and I had our eye examinations and our prescriptions filled through Visionworks in Fort Lauderdale, Florida. Long story short, it took six weeks for us to get both pairs of glasses back on receiving these glasses my set are broken and the glasses are very loose in the Lindsey area, and my wife's nose is bruised and bloody from her glasses. I don't understand number one wanted took six weeks. I never got an answer and we tried to get them adjusted the other day and they're exactly the same as they were when we went into the local store. The local store manager was little or no help, I asked him to find out why my glasses were taking just as long as my wife's glasses, who Her lenses and frames were delayed because they put the wrong prescription in her frames. But I didn't understand why mine were as late or even later, when there was no known issues. When I asked the general manager, I never we never got a straight answer on why the glasses took six weeks, I don't know if that's common practice but let me tell you we were told 7 to 10 days and I didn't called him until the beginning of the third week to find out what was going on . I thought companies are all about customer retention and not alienation. We're nobody but we do have family and friends that need some type of eyeglass prescriptions and when if they ask us a Visionworks is not gonna be number one on our list by any means.

Posted by Gma


Will never order glasses from here again .. had an exam, chose my frame, ordered my glasses and paid over $400 in cash .. waited over 2 weeks for my glasses and when I finally received them, they were made wrong (the lens on the right side was cut wrong and there was a large space between the lens and frame). They ordered a new pair and again I waited .. received new pair and just couldn't get used to them .. returned them to the store .. was told that I needed to wait for a corporate check to receive my money back .. it's been over 2 weeks and I still haven't received a check .. call the VisionWorks where I made the purchase and they had no idea where my check could be .. was told they needed to email corporate (because they didn't have their phone number) to inquire about the check. Ordered and paid for the glasses on 5/15/23 and it is now 7/28/23 and I have no glasses and no money. Outrageous!!!

Posted by Visionwork Pueblo


Customer service is ok up to the part you are of signing and getting your money. Aftercare is sad. Try and get information on your glasses. On my paperwork it states will be ready on 7/23. I waited to 7/14/23. I called 10 mina before the shop opened and asked about my glasses. They were not in Any said she would call the lab. I waited to 11:15 no call back. I tried calling and Amy said she was busy and had to email the lab. So this tell me she didn't do anything earlier. I is now 2Pm and still no call back. So much for customer care. After they get your money you are NO longer important. Still waiting and I have to drive to my Dr appt. I will never return to there business and I will tell my friends of my experience.

Posted by Neal


Poor service. Poor quality glasses. Very unprofessional and untrustworthy. Go anywhere else and you will be much better off.

Posted by [email protected]


Please explain to me WHY your 'PROFESSIONAL" fulfillment center . The delivery of my contacts was EQUALLY SAD. The box was crushed and heavily taped. I discovered the wet box under a bush by my front porch. SAD!!!

Tammy Hancock
218 Somber Way
Shepherdsville, KY 40165
502-592-9942

Posted by Vidah


I'm so disappointed with the service that I got at vision works Thatchfield they made advert of eye test is R90 and they didn't give me results as I was looking for results photocopy they made me pay for something that I don't even have copy of . Worse part is that I know I have problem with eyes I wouldn't go there if I ddnt want prove for eye test . I'm annoyed and I need my refund back. .

Posted by Anonymous


hi, my wife and I having been going to Vision Works in Newnan Ga for about 15 years. the past few experiences have not been pleasant or helpful. we both went theres about 3 weeks ago, on different days and the people there did not seem to know what the were doing. The supervisors were very rude and short with us on the phone... I was told my contacts would be in 3-4 days... after 5 days I called to be told the system was down that day and she would order them now... 8 days later i called and the supervisor was so rude to me and told me I was never told 4-5 days and it would be weeks before my contacts would come in ... My wife's contacts are a problem and she cant see with them... when she asked to talk to a doctor she was told 'that's impossible". We will never go there again... even though we have spent money there for these contacts we are going to start over somewhere else.. I wanted you to know how poorly this store is being run.

Posted by Anonymous


Worst customer service ever. Scheduled the appointment online, because you can't ever speak to a person. Showed up for appointment and they didn't know I had one. You can never get in touch with an actual human being. We ordered and paid for contacts, they took my money, and NEVER mailed the contacts!

Posted by Mrs Delano


This will be the last pair of glasses from this company. I waited 2 mos for an appointment to the local store. We were called after 7pm EST 2 days and a message left two days before our appointment to tell us the doctor was not going to be available for our telemed appointment. That due to our age, it was a lot of technology and it was best to be seen. (umm I'm 58 and my husband the ENGINEER is 64-BTW this would have been his 3rd telemed visit). I tried to call back- no answer. I tried calling the next day. After about an hour holding I finally got to the call center. Dr was not on the SCHEDULE for that weekend. We finally got an in person appointment on a weekend for a store 45 mins from us. We were told our glasses would be ready in two weeks. My husband got an email his one pair was ready and the other pending but would be ready on 4/8. Mine was pending in review and would be ready on 4/8. Now my other says delayed and his order says that both pairs are pending. ????? How is that possible.

Posted by Anonymous


I am absolutely applaud at the behavior of your employee at the Tech Center, 19171 Southeast Mill Plain Boulevard Ste 101, Columbia, Vancouver, WA 98683. I was parked in a disabled parking space while I worked in a location near by. Your employee came out to scream obesities at me across the parking lot while brought a small bag of trash to a dumpster. I have a spinal injury and a well displayed handicap placard in my car and a card in my wallet. I explained to the employee I try to park elsewhere but the past two days I have had a lot of pain. She continued to berate me saying I should park else where as her customers needed the space. I apologized and tried to politely explain that the other disability parking spaces were filled when I arrived she yelled again I did not need to park there and stormed off. I did ask for her name and she refused to give it and told me to "f off".

Posted by Ellen


I experienced very poor service in the Cortland New York store.

Posted by Anonymous


I ordered my glass 2 weeks ago today my husband also ordered his glasses his glasses came in like a week later, I called today and was told that they weren't sure what was going on with my glasses
They are at the lab when the lab supervisor comes in we will have her call you the lab supervisor in any today so I'm just out of luck I won't ever go back to Visionworks on Washington street in Indianapolis ever again I'm so angry do better

Posted by Anonymous


I have been waiting for my glasses almost 5 weeks and this has never happen before I should of went to the other location I usually go to this is ridiculous..The money I paid for the difference along with insurance I deserve back.No one should have to wait this long for prescription glasses.I don't recommend anyone going to the Schaumburg Illinois location.

Posted by No happy


A little confused but so frustrated.
How is it, you are told to make your appointment on line.
So early Feb. I make my appointment for March 1st 2023.
This was to see the Dr in that office.
The day before I received a bunch of messages to contact visionworks.
I call them and learn the appointment I made to see the Dr. Which my appointment confirmation said.
Was changed to Telaheslth. Because they change my appointment due to scheduling. Number one, who does Telaheslth eye exams. I can tell you not me
And how do you take it upon your self to just switch the type of appointment. I have worn glasses since I was very young. Do not tell me machines can test and evaluate my vision.
I was also informed that I made my appointment on line. So they could change it
Sorry VISIONWORKS
That is not how you keep customers happy. I would lik customer service get back to you ne in gow this is allowed

Posted by Todd


Had a 3:40pm or 4pm appointment on a Monday. Not sure of the time because I had been sent texts for a week reminding me of my appointment(s). The day of the appointment I left work early to get to the store instead the mall. When I arrived I found a handwritten note at the opening of the store saying that they were closed until 10am the next day. The following day I called and was told they were having staffing issues the day before and nobody came into the store. I wonder how many appointments got messed up that day. Why wasn't there a text letting us know that are appointments would have to be rescheduled. Why wasn't someone able to come into the store and call everyone to let them know if the texting system was unable to do so. And who wrote the note at the door? When did they write it?

Posted by Anonymous


The WORST experience, ever. The exam was swift(approx.10 minutes), the technicians were eating, drinking and chatting while customers were left to fend for themselves. No assistance or suggestions. I picked out 5 frames to try on... When asked what do you think? The tech simply answered" Nah, I don't like those; No, not those. Nope., etc...didn't suggest a style or color or shape. Nothing. The only time she seemed actively engaged was when she was adding up the cost..Almost $900!!!! After I changed frames, went from progressive to single line,etc. I left there VERY dissatisfied with my decisions and the service received. Told glasses would be back in 14 days from 2/4/2023. NEVER received call, email or anything. When I did contact the store (FINALLY had someone answer the phone) was told eyeglasses had been delivered but not " checkedin". Told someone would call. I waited and waited. Fast forward... I just picked up glasses on 2/27/2023. And that's only because I went to location...STILL waiting on that phone call from a store rep. I had other options with insurance providers. I felt cheated by VisionWorks and will never go back or refer to anyone. EVER.

Posted by GammaJ915


I recently purchased regular vision and prescription sunglasses, but I was not offered the buy one, get one promotion that is promoted in the store. I was charged full price for both. I've only ever used visionworks, but I am very disappointed that I was not offered the discounted price.
I may look elsewhere the next time I need new glasses.

Posted by Half Blind


Don't go to Visionworks. Worst experience ever. I was informed today that my order would be returned with a problem before the order was even placed! I was even told that once the order was returned, they would try to find someone to fix them!

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Posted by Ccmc23


Excellent customer service at the Havertown Store 19083 .
I was having issues with my glasses ( the frames ) I had them
Tighten before but it didn't last . I was introduced to Mike (8/5) who fixed and replaced the frames. I am able to say I am finally happy with my glasses .Great staff.

Posted by GratefulamI


So Grateful for this place , and the staff that make it so peaceful and easy. From when I walk in door and greeted by Ashton, did going in the back, organize professional items, and examine Dr. Linda Venezia, she was so good, so gentle, so thorough, so nice and so explaining, and taught me a couple things as well. Wow, thank you for the people really make it and I appreciate, the experience as I have anxiety before I go to appointments but now I need a dear goodbye anxiety thank you Steph thank you Visionworks in my glasses. Be ready tomorrow. I'm so happy and grateful.

Posted by Anonymous


I was super impressed with the professionalism, service and quality of the eye services provided by the VisionWorks -St Louis South County store. I had an eye exam and refraction for glasses. Actually, I had not worn glasses for over 56 years and had been wearing hard and semi rigid contacts 16 to 18 hours per day during that entire time. Honestly, my expectation for excellent vision with glasses was low. To my surprise, these folks did an outstanding job. My vision with my new prescription Ray-Ban sunglasses and second pair of regular stylish glasses is great! I highly recommend this company!
Regards,
Very satisfied Customer

Posted by Elizabeth


Just wanted to report on the EXCELLENT customer service I received from Cody (service rep) and Lisa ( Cody's supervisor) today. Both employees treated me with the utmost respect and consideration in regards to my request for my patient records. Hopefully, Lisa's involvement with my situation will expediate the fulfillment of my records. I was told via an automated email response that the estimated turnaround time for a patient records request is 8-10 weeks. Waiting that long for my patient records would put my sight in jeopardy and delay my treatment plan. Visionworks needs more employees like Cody and Lisa.

Posted by Anonymous


I had great service and accommodation at Vision
works in Charlottesville. Thumbs up,

Posted by Anonymous


I had another great experience at visionworks, the liberty,mo store. Steve was very great and helped me pick out frames.he is very great at his job,very nice & helpful! He also helped my husband with his glasses to.Dr Randolph was also really nice.very happy with our whole experience at visionworks! Thank you Steve for your help. you're the best!Cheryl Stonner

Posted by Anonymous


I found the people at the Evergreen Plaza Visionworks very friendly and professional.Jillian
Was very knowledgeable about glasses, and she made my glasses adjustment a very pleasant visit. I give the Evergreen Plaza Visionworks five stars.

Posted by Pam


Charlottesville VA Barracks Road location. Superb from start to finish. Doctor Kwan suggesting a 2nd specialized pair of glasses for reading/playing music, the improvement from my previous glasses was amazing. I'm so happy. Picking out frames, Mikeala (sp?) was wonderful, patient and a pleasure to work with. Thanks to all employees involved! Pam (hearing impaired)

Posted by Anonymous


Maritza who is an employee at the Visionworks in Massapequa Park in N.Y. was so pleasant and relaxed. She gave her opinion on the frames I had chosen and I appreciate her honesty and help. She also worked to get me the most reasonable price which my Union plan provided

Posted by Anonymous


spoke to corporate about my crazy experirence.very helpful....

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