I am writing to share my extremely disappointing experience at this Visionworks location. Approximately two months ago, I accidentally fell asleep while wearing my eyeglasses, which I purchased from Visionworks. When I woke up, I noticed that one side of the frame was loose. Since the glasses were purchased from Visionworks, I took them back to the store for assistance. When I arrived, I was greeted by a younger employee and explained the situation. After looking at my glasses, she simply stared at me and said, “Let me go get Matthew.” She then went outside to get Matthew, who came inside and looked at the glasses. Matthew immediately told me that there was nothing he could do other than order me new frames at a 20% discount and transfer my existing lenses into them. I explained that there was nothing wrong with the frames and that they appeared to simply need to be tightened. He argued with me and insisted that the frames were broken and needed to be replaced. After I pointed out the specific location of the screw that appeared to be loose, he admitted that he had not seen it. I then asked if he could simply tighten the screw. He told me that he did not have the proper tools and, incredibly, referred me to LensCrafters across the street in the mall. I was shocked that a Visionworks employee would send a customer directly to a competitor for a basic adjustment. I went to LensCrafters, where I met an employee named Sherry. She provided excellent customer service, tightened my glasses, and even gave me helpful advice regarding their care. The contrast between the two experiences was remarkable. Sherry was helpful, knowledgeable, and willing to assist me with a simple issue. My experience at Visionworks, however, was extremely disappointing. Matthew's lack of knowledge, unwillingness to assist, argumentative attitude, and decision to refer me directly to a competitor reflected very poorly on Visionworks. I strongly believe Matthew should receive additional training before continuing to work directly with customers. His behavior and lack of basic product knowledge not only resulted in an unnecessarily frustrating customer experience, but also made your brand look unprofessional. Sending a customer to a direct competitor over a simple issue that could have been resolved with a basic adjustment is particularly concerning. I hope Visionworks takes this complaint seriously and addresses the customer service and training issues at this location. Customers should not have to leave a Visionworks store and rely on a competitor to receive basic assistance with Visionworks-purchased eyewear.
