Complain about a product or service

Wal-Mart Vision Center

Nancy of Sparta, GA September 24, 2009

I received a letter from my insurance company (Aetna) which said it was time for my eye exam and new glasses. It showed The Vision Center in Wal-Mart as one of the places that accepted Aetna insurance. I called the number on the letter and got the part that actually sells the glasses, not the eye doctor. I asked the girl if they took Aetna insurance and she said yes. I asked her if they were a participating EyeMed provider. She said yes. I told her about the letter from Aetna and she asked what they said my coverage was with them. I told her per Aetna I was to get a 38% discount (on average) for prescription eyewear at participating EyeMed provider locations plus a 100. allowance which was applied after my 38% discount. She said fine. I told her I needed to schedule an appointment and she transferred me to the eye doctor's office for the appointment. Well, I went to my eye appointment today. I took my prescription out into the vision center and picked out a pair of frames. The young man (very nice) asked for my insurance card so that he could call Aetna and check my coverage. He came back and said that they did not accept Aetna. I told him I had called two days before and they did, so he went and got the manager. Now she was a piece of work. She just didn't know who I could have talked to. Perhaps I called another store. (Gee I had the eye appointment at the right place).

She said that she could give me a 20% discount that would actually save me as much as my insurance would have. Now think about that. I was supposed to already get a 38% discount (on average per my letter) and then another 100. after the discount. I told her to go ahead and figure up how much my glasses would cost then. And I told her I wanted glass lenses instead of plastic. Oh, No! I didn't need glass lenses. I should use this other special kind of plastic lenses that were much better than glass. (I tried plastic one time, scratch to easily). I said fine, figure it up. She got her calculator out and said that my cost would be 175.00 which was actually 2.00 less than what my cost would be using my insurance. I told her I wanted to think about it and look at my letter again. I asked the nice gentleman to just give me the individual prices at which time she turned and stomped off. You'll love this....my frames were 99.00, the bifocal GLASS lenses were 100.00 and if I wanted transitions bifocals they would be 200.00.

So let me see...If I wanted just the plain glass the total I would pay would be 199.00. He agreed that was correct. So in other words if I figured in my head that I would get about a third off (just roughing out the 38%) the glasses, that would take off about say 65.00 or thereabouts. Then you take off my 100.00 and I would only be paying about 45.00. Let's see...which is less 175.00 or 45.00. That's hard to figure out. Just how stupid do they think we are? I just wonder if they do not take Aetna and they were going to have me pay 175.00 and then bill Aetna for what my coverage should be. I will not ever go back in there, nor will I recommend them to anyone and I am going to call Aetna and tell them what happened. Wonder if they are playing about the same scam that CVS was playing on the insurance companies several years ago?

Christine of Monroe, GA September 1, 2009

I'd been a previous customer of Walmart Vision and hadn't had a problem until now. I called my local Walmart Vision in Feb. 2009 to schedule an eye exam for myself and my son while I had vision insurance. I'd recently left my job and as of the end of Feb. would no longer have vision insurance. They made my son's appt and preceded to tell me that I had just had an exam in September of 2008 and the insurance wouldn't cover me until September of 2009. I had thought my previous exam had been in February of 2008, but didn't argue because I honestly wasn't sure. I had gotten married in October and there was so much craziness in September that it was entirely possible that I had had my exam then and didn't remember.

Being as it was Feb. 2009 I could understand how I may have gotten that mixed up. Well I had my son's appt in which he got glasses that have of course already broken. The ones they gave us were nowhere near as sturdy as the display ones that we looked at and picked from. That was annoying enough, but now as I'm trying to get more contacts from 1-800-Contacts I'm told by them that Walmart said my prescription had expired in Feb... the same month that I previously had TRIED to make an appt.

I called the Walmart in case they mixed something up only to find out that it did indeed expire in Feb. Well now I have no vision insurance and can't go get another exam as I can not afford it since I will now have to replace my son's crappy glasses from there. Needless to say I will take my business elsewhere from now on. That is just totally unacceptable. I will say at least, that the woman that I talked to today about it was very nice and never once rude.

Barbara of Elmore,, AL August 31, 2009

I have needed bifocal glasses for the past several years. I went to Walmart Vision Center in Wetumpka, Alabama to have my eyes checked and purchase glasses. After the exam, I was told that I did not need bifocals. I reluctantly agreed, due to the fact that Walmart Vision Personnel are supposedly state board certified.

After I received my glasses and attempted to wear them, it was apparant that the person who examined my eyes made a wrong diagnosis. I cannot see out of them at all and they are virtually useless when I'm reading or watching t.v. I am out 200.00 for a pair worthless pair of glasses that I cannot wear due to the fact that I am fearful they will damage my vision.

PeggySue of Griggsville, IL August 28, 2009

We have always bought our eye glasses from Walmart but no more. Last Feb. I spent over 500.00 on a pair of glasses, buying your White Stag frames. I thought since White Stag was your brand everything would be fine. The ear piece came off in July and I took them back to see if they could fix them. The vision center informed me that the frames were only guarenteed for 60 days and they could not do anything at all for them and also the frames were now discontinued. I was told when I bought them the frames were guarenteed for a year.

So I brought them home and glued the ear piece back on and a few weeks later, the other ear piece came off too so I had to glue them also. Now they don't fit right and I cannot afford another pair so I am stuck with them. I do not see well at all without them. The only time I ever took them off was when I went to bed and layed them on the table beside me so I could have the right away when I got up. I have taken very good care of my glasses as I know I cannot afford a new pair for a while since we are retired now.

Tim of Aiken, SC August 27, 2009

I took my son here for an exam in 2008. Blind in one eye, he needed a DMV form completed by an Optician indicating the degree of disability. Gary (DR) was very personable and completed both the exam and DMV form. However a year later trying to renew my sons permits, he again needed another form completed by an optician. The original DMV form was not accepted as permenate due to lacking the duration of disability of the blind eye. In this case, permanent and uncorrectable.

So I called to see if a correction could be made, so the permit could be renewed. I was told they were busy and they would call back. They never called back. A week later my wife called again to inquire if they could fax over a corrected DMV form. She was told, "Excuse me I have other persons here that need to be seen" that they would call back, but they never did. I left work and drove an hour there, only to find out they were now closed do to new store hours. I kept my son home from school the next day and went in person. I was told the doctor was at lunch, but they would call back or fax the over form. Several hours later ,I received a call indicating that the now original DMV form had expired. And they would now need to do another exam before completing a DMV form. It wasn't expired a week prior when they said they would call back. They have some real customer service issues and I have chosen to walk across the street to Specs for my optical needs. The band thing is fine, but there should be more effort on customer service there vs promoting his band. Priority's?

Sam of Elizabeth City, NC August 21, 2009

On Thursday August 20th I visited the Wal-mart Vision Center in Elizabeth City, NC. I inquired about the cost of a pair of prescription sunglasses. I was quoted a price of 100.00. Less than a month before a gentleman in the same store who is an employee quoted me a price of 80.00. The lady told me yesterday on the 20th that the price has been 100.00 for more than six months. I then told her what the gentleman had quoted me before in my previous visit and she replied that he must have made a mistake and gave me the wrong price.

This particular store in question is in my opinion very confusing on there business practices. They can't seem to get there price right. Definitely not good business. Thank you very much for your time and I hope to hear back from you soon. I left the Wal-mart vision center store feeling very disappointed especially since I shop in the Wal-mart store very frequently.

Janet of Piffard, NY August 20, 2009

Last week I took my husband and three children to Walmart Vision for eye exams and new glasses. We had to go on two separate days because it is their policy not to make appointments for more than two family members per day. We spent a little over 900.00. We do not have any eye insurance, so this was out of our pockets. We were told that the glasses would arrive in about a week. Fine.

The next week I received a call saying that the glasses were in, so that afternoon I gathered up the family and went to get them. The kids were excited. When we arrived at 3:30 we were told that the only person who can do optical work had just left for her 1 hour lunch break. Since we had to be somewhere else by 4:30 we could not wait that long. I was annoyed that there was no one there who could help us. The next day we went back, only to be told that there is never an optician there on Wednesday, and we could not return the next day because there is no optician there on Thursdays either.

I asked why this was so; their explanation was that one woman was on maternity leave. Apparently their hours are only on Tuesday, Fridays, and Saturday mornings. Who on Earth runs a business this way??? I am guessing that August is one of the big months for eyewear sales for the year- Why wouldn't they be open during hours convenient for the customers? After four trips to Walmart I will have to go back again next week. They were happy enough to take my money, but it is annoying to have to wait another week and make another trip.

The salepeople were pleasant enough, but I will never again do business with a place with hours so inconvenient for working moms. They said we were told of these crazy hours in advance, but that was not the case. I could have gone elsewhere and gotten them all in one trip in "about an hour" for roughtly the same price. It is much more convenient to do business that way.. Next year, I will take my 900.00 to another eye center.

Erin of Presque Isle, ME August 6, 2009

On February 21, 2009 I went to my local Walmart Vision Center and purchased a pair of frames (98.00) and lenses (84.00 each = 168.00). When my glasses were ready and I picked them up, I was never informed of any satisfaction guarantee policy. When I got home I noticed that there were little chips in the edges of both lenses and one lens didn't even meet the frame, you could see some gaping. But I kept them and figured they'd be ok, since I was in need of them, I'd make do.

Now, last week, I notice that the little chips have gotten much bigger and are very noticeable to others. So I called up the vision center to ask what could be done - I spoke with a gentleman named Brendan (I believe) and he informed me that as long as it was within a year of purchase, I could get new lenses or a refund.

So I just went into the vision center - I wanted a refund as I was extremely dissatisfied and not happy with the poor quality and workmanship. Brendan immediately started helping me - he was inputting things into the computer and finally I asked if this was going to cost me, because I just wanted a refund anyways. He said there was no charge, but if I wanted a refund, ok.

He sits down at the computer and begins to do something and came to a point where he needed help from another gentleman there, and that is when I am informed I can't have a refund, because it's been longer than the "60 day Satisfaction Guarantee"....so I told them to forget it then - I don't want another pair of cheaply made glasses. I just wanted my money back - I spent 266.00 and I was disappointed by them.

The other gentleman then began to tell me that everyone knows the 60 day policy. I told him I wasn't aware, no one informed me of it, otherwise why would I wait? I said I understood but again, NO ONE TOLD ME!! He then said, it was a very strict 60 day policy, but in his next breath, he told me if it was like a month over that 60 days, he could do something about it. So much for the "strict" 60 day policy, huh? I told them forget it - I do not want new lenses for this to happen again.

I am disgusted with the way I was treated. I am disgusted that on the phone I am told I can get a refund as long as it's been within a year. I am disgusted that even in the store I am told I can get a refund, and then suddenly, oh no, you can't get a refund - too bad, you are out of luck!

Renee of Orlando, FL August 5, 2009

We have always purchased our contacts from Walmart. With this economy and the prices constantly going up, I went to order ONE box and was told by Gwen that this is no longer the policy. I had to get another associate who stood up for me and was able to swing the single box purchase this one time. I do not appreciate being belittled by this woman (Gwen) and TOLD that I can NOT purchase what I CAN afford at this time. If 1 box is all I can afford then so be it. At that time she stated that if I was not able to afford contacts, I had no business buying them. NOT very good customer service.

Teresa of Dunnigan, CA August 4, 2009

I took a prescription for eyeglasses for my teenage daughter to the WalMart Vision Care Center. We have Eye Med insurance and the insurance said they would cover the cost of the glasses with a 5 co-pay. Graciela told me I had to pay more even after I called my insurance and was told by them that I did not have to pay more. My daughter needed the glasses so I ended up paying more after arguing with Graciela and having my insurance speak with her also.

I also bought an additional 2 year warranty as my daughter is hard on glasses. I was specifically told by Graciela that the warranty would cover the lenses and frames if anything happened for two years. This warranty was purchased in August 2008. A month or so ago I took my daughters glasses which are scratched so badly she cannot read out of them and they were very loose into the Vision center to get them replaced. The lady told me the warranty only covers "lenses and frames" it does not cover scratches. She said they would only cover the lenses if they were broke.

I feel this is wrong because I specifically was told they would fix or replace her glasses if anything wen't wrong with them within the two year period. It has only been one year, and they are failing to honor her warranty. That is false advertising and they should be shut down. My daughter still needs glasses and I guess Im going to have to run them over or break them with a hammer in order for WalMart Vision Center to honor the warranty they sold me. That is just plain wrong.

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