Visionworks Customer Service Complaints - page 2

So dissatisfied with the General Manager Jamine Wilson from Garden City Visionworks, her lack of compassion, empathy and accountability is unacceptable. I was at the Davis Visionworks with my son yesterday 2/7/23 to pick up glasses and his first time contacts. His appointment was on 1/17/23 and he was told his glasses would be ready by 1/31/23 and we would be notified via sms or email. After not receiving either message, I started calling the Visionworks on 2/2/23 at 10:38am I was left on hold waiting for a customer representative for 28 minutes. I could no longer wait and decided to try earlier the next day 2/3/23, I called at 8:37 am and again was on hold this time over 35 minutes. I gave up and waited to try Monday when I was off and had more time to hold on. I called Monday 2/7/23 and this time I got a customer service representative from the call center not the actual store. I explained I was told I needed an appointment for first time contact users before picking up my glasses and contacts with my son. The representative I think he said his name was Eric and he tried to reach someone on the phone twice from the Garden City location. After several minutes he had no luck as well. This is so unacceptable that no matter what time you call no one answers. So on Tuesday 2/8/23 after leaving my job in Bethpage and picking up my son in Farmingdale from college, I immediately headed to Davis Visionworks in Garden City arriving 5:07pm. I checked in with the clerk at the desk, and explained I tried to make an appointment with no luck many times. I expressed no one answers the phone, his reply was yes well we get busy at times. I waited to retrieve the glasses and contacts stating I work 6 days a week and have very limited time. I explained I want to pick up both the glasses and contacts even if I must come back for an appointment for the first time contact users. He at no time stated that's impossible, just said someone would be with you. After waiting about 15 minutes I noticed several people come in after me and retrieve their glasses and leave. I decided to ask the optician who took order and explained my situation. She explained to me that the woman who conducts the class for 1st time contact lenses wearer is out the rest of the week. I asked doesn't someone else conduct the class when she is absent? She immediately walked over to Ms. Jamine Wilson as her name tag stated, and she said no one can help me today. When I asked does anyone else conduct the contact lenses training she said she was licensed to do it but will not be helping me today because she is about to leave. This was 5:38pm so I guess her clock out time would have been 6pm. That was actually plenty of time to watch my son take out and put in his contacts. I asked her where is the policy in writing that shows he must take a contact lenses class before obtaining the contacts my insurance paid for 6 months. I was changed the 6 month contact fee and refused the product. She stated " she did not know where it was in writing but she only needed to make sure he could take out the lenses on his own. To accept payment for a product from my insurance company and with hold the product from me is wrong. I am going to alert the NYS Insurance company of your polices and practices. She continued to make an appointment for me to come back on Thursday 2/9/23 at 5:30pm for the class, refusing me the product that was paid for. Ms. Jamine Wilson told my son who already has massive anxiety and subject to panic attacks to watch a you tube video on contact lenses insertion before he comes. You cannot tell me this is proper protocol. I am suggesting as a manager for the entire Nassau County area at my job that additional training is needed for your staff. Please teach them compassion and understanding for customers.
Please email me that this was received and the matter will be addressed in the near future. I will no longer recommend this office to family or friends due to lack of customer service satisfaction. It's a shame it has to come to this, because I have used this office for the last 32 years. This bad customer service is totally not what a large company should have to represent them.
This email will be followed by a formal letter to the corporate office.

Lancaster, PA Lincoln Highway Store - No customer service at all! Ordered 2 pairs of glasses. One pair of glasses and one pair sunglasses. It was a month later and no phone call but my charge card was charged over $500! I try calling the main number for the company 5 times. Two of those times after waiting 35 minutes it hangs up on you. Three other times you wait 35 min. to talk to someone and they can't find my order! Try driving to the store it shows on internet they are open till 7:00 p.m. on Sunday. So I get there at 5:00 p.m. and they are closed! So I drive back on Monday at 4:00 p.m. and the store Manager, Lisa waits on me. Here I learn that they have my order under someone else's name, address, phone number, and birthdate! Wow! But I got charged on my charge card which was under this other person's account! Sheesh! Then I find out I paid for extra insurance for 13 months. Well a month is gone of my insurance and I didn't even have my glasses!!!! Very disappointed with all of this..... Jodie I don't know if Corporate sees this but you can call me if you want to know anything else. 717 875 0280

The cant get a prescription right to save their lives

I have bought several pairs of glasses from Vision Works for my children and this will for sure be the last time! My son broke his glasses and I had paid for a warranty on them. We take them to the store the person working there said their system was down but the order went through. A few weeks go by and I dont hear anything so I go in there and I find out the order never went through. So they process it again and it has been a month now and still no glasses. When I try to check the order the system says there are no orders with our information. I am beyound frustrated and no one is willing to help. I would avoid this place at all cost!

What happened to the days we would call vision works and someone actually picked up the phone? Now an automated machine picks up we ask to speak to someone no one answers at the store and then we wait over 30 minutes for someone to pick up the line at customer service and still no one picks up. I bought several pairs of glasses and I have a pair of Ray Ban's that I need a receipt for as the eyepiece plastic is falling apart. But under my account there are no orders or any history. I complained about this over a year ago and still no history. Where does the problem begin? Fix it as I am sure I can't be the only one. This is not the last you will hear from me and I will get satisfaction one way or another because I am one upset customer.

What happened to the days we would call vision works and someone actually picked up the phone? Now an automated machine picks up we ask to speak to someone no one answers at the store and then we wait 30 minutes for someone to pick up the line at customer service. I have been dealing with this for two days straight all I want a copy of my eye glass rx prescription that's it. Is that so hard? Then you have people at customer service call the store of course no one at the store picks up. Even thought if you go to the store theres no customers there so i dotn understand how are they busy. So the customer service told me i will put in a note for the store to call you back three hours later nothing, no phone call. All I want is a copy of the prescription I promise I will leave you alone after that and go where someone actually picks up the phone or calls me back when they say they will.

At this point, I'm too upset to type details. My word of advice to any potential customer is to select another somewhere else to purchase glasses/contacts. My husband and I have both been waiting a month for contacts. Nobody contacts us for status updates to the two orders that have already been paid for in Dec. 2022. We have to hold to speak to someone or we have stopped by the store to check on our order and always receive the same excuses. The problem with cancelling the order is that the visit "used" my 2022 vision benefits so I will lose them if I go somewhere else. The in-store customer service is horrible and the hold for the Corporate office is ridiculous! I have yet to receive a response from the email that I sent weeks ago. Do not! Do not!

customer service sucks
auto attendant will not connect you to the store
finally got the store on hold for half hour before getting cut off
then got a call center person same lack of information
can not tell me where my glasses are and why they missed the ready date
store 671 allentown pa
visionworks allentown sucks

I wrote one before and I am still waiting for my glasses I am so done with this Vision Works it is so disappointing that if you need your glasses and these ppl make you wait and wait and wait and wait some more and they don't even care too be courteous to explain anything to you!! I DO NOT ADVISE ANYONE TO B USE VISION WORKS C ESPECIALLY THE ONLY IN JOLIET ILLINOIS IN THE MALL JOLIET LOUIS MALL! They are absolutely heartless and ignorant! Without any kind of customer care what so ever!!!! I have been waiting since September 2022 till today January 2023 for a pair of prescription glasses!!

Extremely rude and charged for contact lenses exam and did not perform any exam

Very unhappy with the quality. Got the glasses and could not see out of them. Second time still wrong. They replaced them and I am still using my old pair to see.

The Monaca PA location is a joke. Avoid it at all costs! I arrived 10 minutes early for my appointment at 1140am There was one woman working out front with one person and ignoring everyone else. People standing and sitting. There was a woman in the back on the phone and with a customer sitting at her desk that she was ignoring. After 30 minutes, the employee up front snaps at another customer that she is the only one and will get to her eventually. The one in the back saunters out and asks if anyone is there for an exam. There are two of us and we go back with her. She doesn't check to see whose appointment is first, she just tells me to sit and takes the guy scheduled after me. (I know because he told me when his appointment was). She finishes with him, he sits to wait for the optometrist, she asks if I have insurance and gets annoyed when I tell her it's vsp. I give her the info, she tells me to sit at the desk, and disappears up front. And never comes back. Instead she is fitting someone's new glasses. After being there for an hour of being virtually ignored, I leave. I have better things to do than be treated as a nuisance. I'm a potential customer! But never again.

Whatever you have going on with your customer service is ridiculous!! I used to be able to contact my area store directly. Not possible anymore! You call the 800 number only to wait on hold for 5 minutes and then you hear a recording that says I reached after business hours and hung up on! I had to use my lunch to drive to the store to ask why my sons glasses were taking so long. After being there for some time, they looked on their "computers" only to see that the manufacture never was sent the frames. So, if I hadn't gone in there to ask, they would have never known that there was an issue. It will now be over three weeks before my son gets his glasses! Visionworks, you used to be great! Now, I shall reserve my words. The people in my local store are great! It is your lack of communication, your lack of actual customer service. I had to search the internet just to find this site to give a comment. Why do you large corporations use a computer for everything. It was nice when we could speak to a person that knew us and we know them. Why do you take that away from us? Why can't someone, some company just do it differently? Maybe you think it is easier for you, up in your big office, but for the people that work in your store, it's not easier for them. It's harder, because by the time people go in to actually talk to a person, they are frustrated and angry. Step out of the office and go visit some of your stores and the people who work for you to make it possible for you to get your big paychecks and fancy offices. You have NO clue!

I have used vision works 3 years running. Each year has been worse than the year before. There is NO customer service, there are few employees working in the Rockville Centre store so you wait and wait for service. I waited 1 and 1/2 hours just to submit my vision works contact lens prescription and make payment for the order in a standing room only area of the shop. I did get to listen to many complaints from customers waiting for missing orders. Forget about them picking up a phone! In the future I will not be using this store.

I arrived at Visionworks to pick up glasses 1 person at front desk, very polite gentleman helping customer fit his glasses on. Afterwards i give my name the lady tells me 2 have a seat and ask if i recieved a text i told her no due to my old phone number on receipt, then i told her im on my way to work so i only have 15mins, now she is looking for my glasses phone rings she answers, meantime someone else walks in for contacts, mind you i called 7 times since 9:00 a.m. and no answer but now you answer the phone....WOW.....so she continues to help person that walks in again phone rings so i guess im transparent now....... so i transparent now... So i immediately get up and Tell her im leaving now I dont have time inwhich i told her I told her i only had 15 mins in the beginning.

I had been place my order for a month
People are in Bayonne place they are horrible
Twice I went and still did not have my glass

I am a Visionworks customer, I recently entered you store:
1003 Fairlawn Ave, #24A
Laurel, MD20707, to request assistance with purchasing a second pair of glasses and the OS Greg Brick was extremely unprofessional and rude and wasn't will or able to assist with the task. And, your General Manager, Savita failed to reprimand him and was just as incompetent as your OS. I will no longer be using Visionworks, you customer service and professionalism is simply horrible and disrespectful to your customers, clients and patients! Yes, I am one of you patients, no longer!

Let's start by stating the good. The new location in Smithtown is Gorgeous and Spacious. You walk in and the people are kind, pleasent, and happy. There is no hard sell when your there at all as they are now owned by VSP the insurance company. The people who work for your eye appointment and take you back to the machines and give you the pre work are informative, nice, and explain everything. Even if something isn't covered. And then you go to the room to get your exam done. Guess what no doctors. It's all remote. Including "do you see better here or here, read this line and this line" all while that nice rep is in the room. Now I can be ok with that. I mean it's post COVID and the workforce hasn't come back the same and the surge must be high for eye exams I get it. But here is where it gets fun. I'm with my special needs son and we wait over an hour to see the remote Dr who is going to flash up on the screen and say "why are you hear". Really why am I hear. What do you think I came for a bagel and cream cheese lol. I state I need a script renewal and I don't usually wear glasses and if you can do sunglasses too I appreciate it. Doesn't look at me says all looks normal and we will take care of it. Thanks bye. About 45 seconds tops. Next thing you know I'm handed and envelope w script and out the door. Now remember all the people at store level great. What happens when they wrote progressive lenses and you try to fill script online. Well I hope you don't want to get a hold of them. Ooh no. Call the number and you go into a cue of a virtual receptionist. And then it yea it tells you to visit visionworks.com for a live chat to help w your needs. They forget to inform you that chat is a BOT that just gives you the store location. Back to the rat wheel you go all while now your eyes hurt from the screen time and you need a stronger script for you eyes then ever before.

Ordered glasses. Store ordered them. 2 weeks later I Had to call them to find out they didn't have that particular frame anymore only to discover they had ordered the wrong color. Wait. Another 2 weeks later, wrong lenses. Lied to at store saying they were the correct lenses. Got them checked somewhere else, they weren't correct. Called customer service. Got a regional Manager involved. Nice young lady calls from a city with the same name city but 3000 miles away... a week later another regional manager gets involved. "Going to get this taken care of immediately!" Another 2 weeks later the regional manager calls, "They don't make those frames anymore. " Ok, I am canceling the order. I want my money back and VSP charges reversed! 9 weeks now. Nothing. Still no refund. Charges to VSP reversed? Nope. Never again.

Today was the last straw experience with this place and the staff. I want to start by saying that the newest doctor, Dr. Anne Kiernan is WONDERFUL. I feel so bad she has to work with such incompetent rude ancillary staff. My journey at this place started approximately 5 years ago. I went in for a routine eye exam and needed glasses for an astigmatism. This visit (approx 5 yrs ago) seemed to go well, the Dr. was fine but the support staff was absolutely atrocious. The female front desk staff had ZERO customer service skills and the most unfriendly staff I've ever encountered especially for a medical office. The female staff are the same staff to date with some additions in support staff. I pick out my glasses (2 pair) and pay close to $1000 for them to include progressive lenses. I get a call a few weeks later that they're ready so I pick them up. I try them on in office and I immediately can't see anything. The female staff simply say well they're progressives it takes a bit getting used too. Ok, I thought, let me give them a try. Well fast forward a couple years in and I'm STILL not used to them. I'm dizzy, migraines that I never had before, nauseous etc. I decided to give up on the glasses and just used a very old pair from 10 years prior and seemed to see better with those. Fast forward about another year and I return to vision works. This new Dr is there who is fabulous (Dr Kiernan) and the same rude staff as always. (At this point I've had family and friends go to other places citing the same issues as I have in service.) I tell this new Dr that the old prescription I purchased there was not good and I never could see with them and never got used to them as the staff continued to brush off my concerns over the period of approximately 2 years. The Dr said ok let's start from the beginning and do a comprehensive exam. I told her I had astigmatism and she confirmed that. When we went into the room for vision tests I pulled out the glasses I purchased there and she put them under her machine to see the strength. She looked a bit baffled and said wow this is not the right prescription at all and it's going the completely opposite direction you poor thing how did you even see. I said I couldn't that's the problem. So, all that time I'm wearing the WRONG prescription given to me by visionworks. Well, mistakes happen right? So I thought until they gave me the wrong prescription TWO more times and along with some other reviewers having the same issues, I've concluded that the staff (ancillary not the Dr.) are not only RUDE but INCOMPETENT! People spend (I know I have) hundreds and thousands of dollars at this place. I get a new (the CORRECT ONE) eyeglasses prescription pick out two pair pay for them and get them. They're WONDERFUL I can actually see now! I'm so excited I keep overlooking the absolute atrocious customer service and return to try contacts for the first time.
This started about 8 months ago. The contact journey. Sooooo, my first set of trials come in. The rude (female) staff call and say I need to schedule an hour for the first time contact teaching. I said ok. I said I work late and the place is more than 30 min drive for me so I need to have a Saturday appointment. The lady who does the contact training says "welp it's gonna have to be this Saturday then cuz I'm going on vacation." I take the appt. This lady was so unsanitary she took my contacts in her BARE hand and while trying to show me she touches her OWN eye then touches my contacts. They've since dispensed two wrong contacts to me and I'm close to 8 months into this contact journey now stuck at this place. Today they tried to tell me I was wrong that the contacts were the right ones. This place is absolutely atrocious.The time, money, and gas spent to be treated poorly and have incompetent care is unacceptable.

06/07/22 I stopped in your Centereach store today to take a look at some frames for both myself and my wife. I was in that location for approximately 15 -17 minutes I looked at all them and reviewed the whole 3/4 of the walls without not one person coming over to great me or even say hello. I walked out and still "no one" said anything and you wonder why Visionworks has a 79% online rating?? There is no guess work here. Train your people better!!

After paying $400 for 2 pair of glasses and waiting over a week for them, the tint on them was wrong. The employee that waited on me, Emily, was rather rude but then offered to have the lab try to fix them and they would be ready the next day. The next day I didn't hear anything so around 5:00pm I called and was informed that there had been some kind of incident with the machine that had ruined the lenses so they were going to have to order them again. I double checked to make sure the tint would be the same on both lenses and was assured that it would be. When they finally came in, the tint was not the same and once again, Emily, stated that I had told her something that I hadn't and when I said no and started to go more into an explanation, she walked away. Another employee helped me and was very nice, but Emily was extremely rude and does not know what she is doing and should not be acting the way she does to customers. It was almost 2 months before I actually got my glasses the way I wants them

Will never ever go to a vision works store again Dr Spitler is the worst eye doctor I have ever met

My experience today was the worst ever. After waiting a full hour to have my exam I was told that since my appointment was made online I'm having an online eye exam. OMG I never heard of that. I'm 72 yrs old & want a Dr to do my exam.in person. I am beyond disgusted. What kind of place does that to people. I will never ever go there again. Very unprofessional.

I had an appointment yesterday may 18th 2022 apon my visit the person who helped me was sucking her thumb than than asked for my insurance card never used sanitizer I handed her my card she took the card gave it back told me to have a seat than proceeded to suck her thumb while another employee was arguing because the eye doctor was taking to long on a conference call than I was called back to the employee who was sucking her thumb she asked to see my insurance card again never once sanitized her had I gave it to her again after she handed me back the card for the second time she sat back down with one leg folded in the chair proceeded to suck her thumb and and engage in something on her phone I noticed she had a hole in the middle of her pants half of her inner leg was hanging out she had on slippers it was one of the most horrible customer service I ever witnessed it sort of shocked me that this type of person had a job there I could not believe what was going on I told the doctor what happened amd she apologized for my encounter wich really I felt bad she had to even apologize just a bad experience over all the employee was not rude to me her customer service skills and representation was just really unprofessional and I will never go to that location EVER