I had a very frustrating experience with Visionworks (Store #1453) regarding order #30187014. At my visit, I was told it was “good news” that I could receive a 90-day supply of contact lenses for $0 through my insurance. I relied on that information and, as a result, chose not to use my insurance for glasses—which has now expired—and instead paid out of pocket for glasses elsewhere. When my order arrived, I received only one box for my right eye, despite having different prescriptions for each eye that were clearly discussed at the time of ordering. When I contacted the store, no responsibility was taken. Instead of correcting the error, I was given options that all required me to pay more money or accept a lower-cost product. I was even offered sample lenses, which does not resolve the issue. I agreed to a 90-day supply based on their representation—not samples or substitutions. I escalated to customer service, and the store’s GM ultimately told me nothing could be corrected or written off without additional payment. I was also told the order could be “backdated” to expired insurance, which is not appropriate and not something I am willing to participate in. This was a clear processing error, yet every proposed solution shifts the cost onto me instead of fixing the mistake. I will also be notifying my insurance provider to ensure they are aware of this situation and that no payment is issued on a mishandled order tied to expired benefits. Very disappointing experience and a complete lack of accountability.
