Visionworks of America review: Horrible customer service

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.