Visionworks

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.

I was told my was ready. I went to your store and the assistant could not find them.

I asked what would happen next, they said they'd phone me, they have not.
I have contacted your customer service and have received a response from an AI and no one else. I would like the glasses I paid for, it's that simple, but seemingly Visionworks cannot provide this service.
Not providing me with the item I paid for is illegal, right?

I had an eye exam on May 4, 2024. A month later, no one ever called or reached out regarding picking up my glasses.

I happened to go there to find out what was going on. Indeed, my glasses were there, just sitting around for an unknown duration. I took my glasses to work that Monday and they were blurry. I had already dropped off another pair of glasses the same day I picked up my frames because I keep a backup pair.

Well, I've been calling the corporate office for 2 weeks and they keep telling me that a manager at the Woodmoore location in MD will call me. This is the third week and I still have not received a call and I have no glasses. This is unacceptable at this point. I'm calling my insurance to find out what can be done.

To be treated like this by the corporate office is ridiculous. Not to mention, when I went for my exam, the receptionist told me that they did not take my insurance. I was a bit confused. She didn't even look in the system to see that I was there last year.

She almost turned me away if I did not know better. Once she finally looked in the computer, she realized they did take my insurance. I should've just left and never come back.

I have had enough at this point. I just need to call my insurance.

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 doesnt help me when Ive already made arrangements and try doesnt 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 Ill 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 sons 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 Ill 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.

When I first got my glasses they were crooked on my face. I was told they just need adjusting.

So they did. By the next day they were crooked again. I went back and showed them how they dont even sit level on the desk. They said they will have to just adjust them again.

I went back again and got the same story. My glasses had now had been adjusted aggressively. After wearing crooked glasses affine for couple of months I went back and said they Im over this. The woman looked at them and said the hinge was broken.

I said they have been like this since I got them. She said well I should have done something within the 100 days. I said Ive been coming back and all you would do is adjust them. I was then basically told its not their problem.

I contacted customer service and was told someone would contact me in 24-48 hrs.

Its over a week and now I am on hold trying to contact them again. Been on hold over 30 minutes now.

The new virtual appointments and testing were awesome, however I believed corporate skipped onboarding and orientation for the team at this location . Gossiping and arguing with and about customers instead of displaying conflict resolution or problem solving skills.

My poor mother had to witness a horse and pony show where it took 30 minutes to acknowledge her insurance. Instead they argued her vision insurance ID was incorrect, even after I called the carrier. Incompetence, unprofessional, and overall a horrible experience. It wasn't worth the agony.

In addition, the manager Kimberly lied and said she faxed a referral to an ophthalmologist for my mom. I called and the ophthalmologist intake coordinator for my mother claims she never received a patient referral from Visionworks. I called Kimberly ( manager) who said, "It should of went through). I asked if she could resend it.

She laughed, placed me on hold, returned laughing and replied, You're all set". To date the referral haven't been received. I will never use this location again.

Visionworks has gone downhill in the quality of eyewear and customer service department . Erie Blvd in Syracuse need an all staff makeover.