Visionworks

I had my eye examined on 06-30-2023 at the Visionworks on 6427 Baltimore National Pike, Catonsville, MD 21228 location. Right now, on 05-29-2025 I'm trying to renew my driver's license.

Before I do that, the MVA in MD said I need to have my eyes examined. 1 Option MVA gave was that I can have Visionworks send over my eye exam results to MVA, the MVA can accept eye exam results for up to 2 years.

The problem is that the eye doctor at this MD location is very GREEDY and won't send over my eye exam result because they said it's been over 1 year, and I would need to spend more money for another eye exam that I don't need. My eyesight is actually better now than they were 2 years ago, so why would I need to waste more money on an eye exam that I don't need?

To Whom It May Concern,

On July 5, 2024, I visited Visionworks at 130 N. Route 303, Suite 6, West Nyack, NY 10994, for an eye exam and to purchase glasses.

I hold a Visionworks plan (G-00022509).

The initial appointment and delivery of the glasses went smoothly. However, about three weeks later, the left arm of the glasses broke off. I returned to the store, and the glasses were repaired at no charge.

On October 23, I had to bring the glasses back again for the same issue. The technician who assisted me determined that the frame model (MP 3001 SIL BK.CR) was defective, as the breakage occurred in the same spot.

She advised me to select a different frame of equivalent cost ($99.95). Unable to find a suitable option at that price, I opted for MP 4002 (BK/CR), which were priced at $69.95.

The technician informed me she would consult the manager and call me later that day about replacing the defective frame. When I didnt receive a call by early evening, I followed up. She admitted she had forgotten to speak with the manager but assured me the defective frame would be replaced, and the glasses would be remade.

I called on November 7 to check on the status of the glasses.

The person who answered said they would need to check with the lab and get back to me. The next day, November 8, I received the following voicemail:

"Hi Jeff, this is Visionworks over in West Nyack. Just giving you an update on your glasses. It turned out that the frame we were going to replace them with was temporarily on backorder, which caused the delay.

However, we now have it, and they are currently working on it. If you have any questions, give us a call back. Talk soon"

On November 13, I followed up again and received another voicemail:

"Hi Jeff, just calling with an update on your glasses. I spoke to the lab, and they said your frame was in stock as of yesterday.

They are processing the lenses now and hope to have everything done and shipped by Friday. Shipping usually takes 23 business days, so your glasses should arrive early next week. If you have any questions, feel free to call us back."

The glasses finally arrived on Friday, November 15. I picked them up the next morning, but I noticed some inconsistencies that Id like to address:

1- Service Date Discrepancy: Although I brought the glasses in for repair on October 23, the invoice lists the service date as November 8over two weeks later.

2- Conflicting Information on Frame Availability: On November 8, the voicemail stated the lab already had the backordered frames and was working on them.

However, the November 13 voicemail claimed the frames arrived on November 12. How could they have been worked on as of November 8 if they only arrived on November 12?

3- Price Difference: The original glasses cost $290.00, while the replacement order was $245.00, a difference of $45.00. I was not offered a refund for this difference.

The lack of communication and conflicting information was highly unprofessional. Had the store contacted me earlier regarding the delay, I would have understood.

However, the apparent attempt to shift blame to the lab and the lack of transparency regarding the price difference were unnecessary and frustrating.

I am requesting a refund of the $45.00 price difference. Additionally, I will not be shopping at this Visionworks location again if this is how customers are treated.

Sincerely,

Jeffrey N

Working with corporate regarding this issue, atp. Ordered glasses on day spectrum business went down and so did their internet.

So the payment and order went ignored for almost a week until I called back, then they realized order had not been placed and submitted it. Given various dates and assurances when my glasses would arrive, none of which were true. Three weeks later I have no glasses, no record of an order in their system anymore and no refund. Had my mother get involved who is an attorney and she is in communication w/corporate.

It is ridiculous and unacceptable that all of this occurred and not one person has apologized or taken accountability or even given a flat, scripted "I understand your frustration"...not from anyone incl the "Supv". All they do here is place blame elsewhere, claim it's out of their hands and force me to wait for more bogus info or for the next negative thing to occur. It is unbelievable how much has gone wrong with this place! and I'm actually shocked at all the positive reviews!

I should've gone to Eyes on Lincoln like someone recommended but nooooo...I had to choose Visionworks. Well, this was one time when reading Google reviews before making a choice did NOT help!

UPDATE - #1) Although I gave Ivan the phone number where I can be reached, a GM allegedly tried to contact me yesterday but he used the wrong number. You would hope after reviewing my complaint this GM would've taken the initiative to check whether there were other numbers he could try...but nope, he didn't reach anyone and that was that. SMH.

#2) Now Otote w/corp customer service has advised since the original order placed in August mysteriously disappeared and could not be located in any of their systems, they have reordered my glasses! AND...I was told it could take up to 2-3wks to receive them! So in total, it will have taken TWO MONTHS to receive a pair of glasses from Visionworks! #3) I want a refund asap so I can quickly move forward from this.

This entire experience has given me increased anxiety and I am angry at the way I have been mistreated throughout!

NOT ONE PERSON has made an attempt to recompense me for the errors they've made...not ONE! This is just unbelievably horrific and I will make sure no one I know and care about ever uses this place.

THE STAFF IS VERY RUDE ESPECIALLY THE ONE LADY WHO SIT TO THE RIGHT WHEN YOU ENTER, SHE HAS PART OF HER HAIR DYED BLACK. I PURCHASED GLASSES AND AT PICK UP COULD NOT SEE THROUGH THEM SPENT 30 MINUTES IN DISCUSSION WITH SOME LADY, SHE NEVER IDENTIFIED WHO SHE WAS, FORCING ME TO TAKE THE GLASSES, SHE WENT TO TALK TO THE DR BUT WAS WHISPERING (DR SHOULD HAVE SPOKEN TO ME DIRECTLY).

TELLING ME IT IS AGAINST THE LAW TO NOT WEAR MY GLASSES FOR DISTANCE. THIS WOMAN THOUGHT SHE WAS A LAWYER/DR/MOTOR VEHICLE AGENT AND POLICE. THEY REFUSED TO FIX MY GLASSES DURING THIS VISIT, STORE WAS EMPTY AND DR SHOULD HAVE SEEN ME BUT INSTEAD REFUSED TO. THIS STORE EMPLOYEES NEED TO BE TRAINED BETTER WITH DEALING WITH ISSUES AND NOT WHISPERING AS IF THE CUSTOMER WAS WRONG.

THEY STATE 100% GUARANTEE WITHIN THE FIRST 100 DAYS TO REPLACE, EXCHANGE AND FIX ISSUE IF YOUR NOT HAPPY.BUT YET I JUST WENT TO PICK UP MY GLASSES AND COMPLAINED I COULD NOT SEE WITH THEM AND THEY REFUSED TO FIX SO THAT IS NOT ANY TYPE OF 100% GUARANTEE. IF YOU WANT TO BE TREATED WITH PROFESSIONALISM AND YOUR HISPANIC THIS IS NOT THE PLACE TO GO TO. HORRIBLE PEOPLE, THEY JUST WANT TO SELL YOU GLASSES, THAT IS IT.

FIND ANOTHER PLACE OTHER THAN THIS LOCATION. 2 ROUTE 37, IN THE PLAZA OS SHOPRITE, TOMS RIVER 08753.