I've experienced the gatekeeper call bot as well. It tries to connect you to VisionWorks 1-800 # customer service or to schedule an appointment with the bot, but there is no option if you need to speak to someone in the actual location and there's no option to leave a message for the store to call you about problems like this. Today I called to check on a fax that my neuro never received and I learned that if you say to the bot, "Help, my eyeball fell out and rolled under the couch! I need to speak to a doctor immediately!" you will get connected to the store. Good luck!
The same thing happened to me! I wasted hours trying to get a hold of an actual person, waiting on hold, and then getting no actual help from the call center person....and then no call back from the store as promised. Their customer service is absolutely horrible now!!! When I told this to employees at the store and at the call center, they all agreed....but said it was out of their hands. Hmmm. Going directly to the store is your best bet, even though it's a hassle. These issues *should* take minutes to resolve with a simple phone call. Needless to say, they have lost my business and I will not recommend them. My fiance' uses Pearle Vision in Quakertown and has had absolutely no issues with their customer service with the pandemic. Good luck!!!
You might need to go in person. With all the covid stuff and having to clean everything, I know they're pretty overwhelmed. It's just 2 people working there plus the doctor. And they did mention to me that when you call it doesn't go directly to their store, it goes to some call center you have to be transferred to.
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