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.

This was the worst unprofessional disorganized. I made an appointment 2 weeks prior. They texted me to come in earlier appointment when I arrived they were packed no employees knew what they were doing. It was a mad house a bunch of children running everything no one notified me that there wouldn't be an eye doctor there and it would be on a tv. And they didn't know how to use the new system that they all were complaining about that they weren't trained properly. After I was traded off from inexperienced employee to the next. I finally was walked out and told to sit at a desk and someone would be by to help this tool 30-45 minutes for another inexperienced woman to take another 30 mins to print out my prescriptions that was my old prescription. She had to find one of the children working there to help her navigate the new system to print out the correct prescription then after that I had to tell her what the doctor told me va on the tele call she didn't even know anything I needed trial contacts for my new prescription. Took another 20 min to get that done. Then I brought in my glasses and needed to get my new prescription in my glasses I just needed to get tgemmre lensed this women had to hunt down another child to ask what to do. This is when he informed me that I wouldn't be able to get new lenses in them that they don't do that I asked to speak to the manager and this 20 kid. Said he was the manager. I am a 46 year old profesional business owner I have had 3 other pair of glasses lenses by vision works. Last time everything went fine I was happy with the service this experience was disgusting I took a day off out of office for a huge waste of time it was so bad and I was treated with such disrespect and no professionalism
With a bunch of children that should be working at a movie theatre. I'm going to take my time and write about my experience on all the social media and your website. It was that bad im actually going to take the time out of my busy day to do this so others don't have the same experience. Visionworks. Needs to seriously overhaul your pottstown location while I was there 2-3 people walked out and left. I should have done the same and took my business elsewhere the first person at register and the new girl were doing the best they could do but the so called manager child was extremely rude to them as well in front of customers which made it even more ackward. They should give him some more training he def needs customer service training if he's going to be a manager

Today was the last straw experience with this place and the 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 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.

Never I mean I've never been treated so terrible in my entire life! I HAD AN ORIGINAL APPOINTMENT SCHEDULED FOR SATURDAY AT 12-30AM WAS CALLED TO RESCHEDULE MY APPOINTMENT AS THERE WAS NOT GOING TO BE A DOCTOR IN OFFICE AT THAT TIME. Okay fine I rescheduled FOR 10:30 am instead but then realized that time was not going to work for me as I work! I therefore, rescheduled for Friday at 2:30pm.
So yes I had that appointment today and walked in literally 2:31 of which my appointment was at 2:30. Women was on the phone and yes she did look me. I only waited less than 4 minutes to be exact which was perfect, so I thought!
Women/worker #1 hung up and walked over by me from the desk then approaches me by me the asked for my name. I responded and advised her my appointment is at 2:30 then we walked over to that desk! Okay, everything was okay I thought good! Nope not until she looked me up and said your appointment was at 2:30 I said yes that's correct. Walked up over to the front counter her partner (worker #2) in crime walked over and 1st worker shouted she's FIVE MINUTES LATE. I didn't catch on at first but then I heard her repeat it to worker #2! Then I felt something strange and I responded no I was here it is only 2:35 right NOW! Why are you saying I'm five minutes late of which I still did not understand what the HELL
WAS GOING ON! Worker #2 said "wait hold on are doing this or not"? As It was some kind of cat fight. That made me upset cause by that time worker #1 kept repeating herself. So I kept defending myself with out having the slightest clue what the hell was happening! I'm only here for eye exam to purchase glasses not here for handouts! She the. Said her insurance is not even in the system! She then asked "mam what is your insurance" I responded! Meanwhile there was an African American man of he literally was there after me was kindly welcomed to the back! By this time I was like what is
She talking about!? What in the world is going on? What the HELL? They walk away a few feet and we're discussing something. I was like okay and asked is there an issue or shall I leave? Cause by this time I was feeling discriminated! Yes discriminated! I called my husband of which he was going to stay in the car to wait for me and told him what was going on! The phone call to him was made at exactly at 2:36! I then walked out to the car of which was in front of the store! Gave him a mask from inside and asked him to witness what I was experiencing. I just couldn't believe there was an issue! Had absolutely no clue! We both walk back in and now there's worker #3 in front with a cheery smile and said how can I help you? Okay thought the situation was going to get UN-Weird and soo much better! But Nope my husband then began saying my wife is here for her appointment not sure what's going on her appointment was scheduled for 2:30 and don't know what the issue is. She responded by saying I just got here and I feel like I just walked into a BOMB! What the hell? What bomb I did not infuse no stupid BOMB ANYWHERE! I kept telling my husband I don't want to be here! I felt very stupid and was not going to stay at a facility, that I will be paying for my purchase not getting it for free to feeling completely discriminated! My husband as professional and courteous as he is gave worker #3 our insurance card. And she advised him they couldn't take care of me cause there's a 5 minute widow for LATE ARRIVALS! Wow so that's the problem I then responded? She then said you cannot be seen and that's why you are late! I said "what" she then asked me what time did you arrive I said wait apparently and according to worker #1 and #2 I arrived at 2:35. I said don't you have cameras and why the heck she was on the phone and tried explaining worker #3 as unprofessional as she was too responded see that's why you cannot be seen!
I opened my hand for her to return my insurance card and walked out extremely upset I cursed! I never CURSED AT ANYONE LIKE THAT IN MY ENTIRE LIFE! Yes I also made derogatory comments towards them as they yelled back me as well! Never ever in my whole adult life was I treated like trash! Never!
I was only there for eye exam and to make a purchase and not a cheap purchase either.

Unfortunately, I was a Vision Works customer for years now and so has my whole family, except this was my first time at this location in Tinley Park!
Stay away from this location! If I can rate this location a ZERO I DEFINITELY WOULD. I am calling corporate and BETTER BUSINESS BUREAU!

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: MSG*******
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.