I would not recommend Vision Now in Rifle, CO under any circumstances.
We had an eye exam and purchased glasses for my son. We paid extra for the warranty plan in good faith. The warranty clearly stated that the lenses and/or frames could be replaced within 12 months. We also paid extra for every premium lens coating available—anti-glare, blue light protection, scratch resistance, etc. Before purchasing, I specifically asked if those premium coatings would also be included if we ever needed to use the warranty. I was assured they would.
The customer service when we originally purchased the glasses wasn't great, but I had already paid for the warranty, so I was pretty much locked into continuing to use Vision Now.
Near the end of the 12-month warranty period, my son had ONE deep scratch on one lens, so we used the warranty exactly as intended.
Vision Now required us to surrender his glasses when ordering the replacements. Then it took 4 weeks to replace the lenses. That meant my son went 4 weeks without his glasses. That's an unreasonable amount of time for someone who depends on prescription glasses every day.
A couple of months later, I noticed numerous superficial scratches and strange swirling all over the replacement lenses. They looked nothing like the original lenses. The little scratches continued to get worse, so I brought them back to Vision Now.
The manager looked at the lenses and agreed something wasn't right. She even said the employee who ordered them no longer worked there and suggested they may have been ordered incorrectly. She told me she would see what they could do to work with us. I left the store believing they were going to make it right.
When I called back, the story completely changed.
Now I was told there was nothing they could do because we had already used the warranty.
Of course we had already used the warranty.
That's the entire point!
We used the warranty and received replacement lenses that scratched far more easily than the originals, despite supposedly having all the same premium coatings we had paid for.
Instead of standing behind the replacement product they provided, they started making excuses.
Maybe it was heat damage.
Maybe my son wasn't taking care of his glasses.
No.
We can confidently rule out heat damage. His glasses are either on his face or sitting on his bedside table. And the original lenses held up just fine. These replacement lenses scratched far more easily than the originals. The difference is obvious.
What bothers me most is that the manager initially agreed something was wrong with the lenses. Later, I was told they were ordered correctly, no one knew what happened, and because we had already used the warranty, there was nothing they could do.
They just kept saying:
"You've already used your warranty."
So apparently their warranty only guarantees that you'll receive something. Whether the replacement is actually comparable to what you originally purchased doesn't seem to matter.
Bottom line: Their customer service is terrible, and Vision Now does not stand behind its products when something goes wrong. Once they have your money, you're on your own.
I also noticed that several of the five-star reviews have been written by Vision Now's employees. Keep that in mind when looking at the ratings...there are sham 5 star reviews here that are falsely boosting this business. Don't believe the 5 star reviews. After my experience, I understand why there are so many one-star reviews. We are all saying similar things.
Save yourself the frustration. There are plenty of places that sell glasses. Go somewhere else....anywhere but here.
