Complain about a product or service

Pearle Vision

Daisy of Pittsburgh PA (04/21/08)
Purchased a pair of rimless eyeglasses on 12/11/2006 (Adrienne Vittadini). Have taken them back numerous times to have the nose piece and the ears tighten up. The 1st time was a month after the purchase. This was within the policy return period. This last (February 08)time when my daughter took the glasses in for repair they are telling me that there is nothing they can do and that this is a flaw in this type of glasses when the screws are drill through the lens. As for this type a problem That I would need to order another pair of glasses at 30% off (Kerri, Manager). I don't feel this is fair when the glasses have not been right since day one. I am not in a position where I have $584.95 - $195.00 = $389.95 to put out for glasses when a product is not made right or a company don't make it right.

I cannot afford to replace eyewear on daily bases because of Pearle's sloppy workmanship. The glasses are following off my face. I suppose the next thing to do is super glue them together. It is embarressing to have hold your glasses on with your hands because you are afraid they will fall to floor. That you will step off a curb or step and fall. Eat something that is not suppose to be on your plate. I can't drive without my glasses, can't hold the steering wheel and the glasses at the same time.

Candy of Surfside FL (04/10/08)
Purchased glasses paid extra for special coating and promised if I used the cleaning rag he gave me would last--6 months later lens foggy-Paid $444 for glasses and lens-lens were $215 and they supposed gave discounts at the time--now I am told to replace lens because I did not clean with water and could get one half discount for $220--I said 1/2 would be half of $215--no they said they would give 1/2 off the original price of lens $444--- I said no thanks. What a scam!!!

I now have to find replacement lens---somewhere else or buy new glasses---lost about $200.00!!!

Mary of Cambria Heights NY (03/26/08)
I paid about $140.00 for glasses in February 07 and they had to be repaired in June 07 and I paid another $80.00. Only part was under the waranty. On March 10, 2008 I returned because the screws came loose, however I had all the parts, including the lens and the glasses were fixed, on charge. Today the left stem broke at the screw and when I went to the store I was told I have to pay the full price because the waranty expired in February 08. How can this be when the glasses broke and were replaced in June 07? I have to pay almost $100 to have lens put in glasses I have or I have to pay $140.00 for a complete new set of glasses.

I refused to continue to pay for obviously damaged glasses. My family and I have been Pearle customers for many years. First at the store on Sunrise Highway and now at this one on Hempstead Tpke. This is the first time any of us have had glasses that just keep falling apart and we keep being charged. I would like to know why I'm having this problem and what can be done about this matter before I resort to selecting another place for our vision care. The person in the store was very polite, however, that doesn't resolve my issue of the constantly breaking frames. Why aren't these glasses under warenty when I paid ($80.00) for new frames in June of 07? If the glasses keep falling apart, of course I'll keep paying to replace the lenses or for broken frames; can you tell me what is the solution to this?

I have paid a lot of money in less than a year and still have no glasses. At this point I am using store bought reading glasses.

Rebecca of Cartersville GA (03/14/08)
I had a eye exam performed and they prescribed me glasses. I paid $214.00. I wore them for four weeks and I never could see clear through them. I returned the glasses and they told me I would need another eye exam to change the prescription. After the next eye exam I was told I didn't need glasses so I asked for a refund of my money and they told me they could not refund the money.

They told me I would get store credit. I told them I didn't want store credit because I didn't need glasses I didn't need anything from the store. The salesperson talked me into taking a $100.00 pair of regular sunglasses that I didn't want and they still have $114.00 of my money. It wasn't my fault they diagnosed me wrong the first time. I just want my money back.

Sherrill of Battle Creek MI (03/08/08)
After my Mother had cataract surgery, she purchased her new eyeglasses from Pearle Vision (Crossroads Mall). My Mom recommended I go to Pearle Vision, because they have a great selection of frames to choose from. On March 6, 2008, my mother, sister and I visited Pearle Vision. We entered at approximately 5:00. We looked at the different styles of frames for about 30 minutes; no one acknowledged us. I walked up to an employee named 'Missy' and politely asked if they could get someone to unlock the eyeglass cases, so we could try on other frames, while we wait. She raised her voice and said very rudely, "You have to wait until someone is available!" I smiled with embarrassment and walked away. I stood behind the main/front counter, while the employees served other customers. After waiting an additional 20 minutes, it appeared that one of the staff members would be available to serve us. Suddenly, Missy walked briskly to the front desk and demanded that the available staff member wait on someone else standing in the back whom she said had been waiting for 20 minutes.

I patiently waited an additional 10 minutes which totaled 60 minutes prior to receiving any customer service. We were finally helped by a college student, named Nicole. We told her that we wanted to first try on the frames locked up in the eyeglass cases before deciding on what frames to choose. She (Nicole) unlocked the eyeglass cases. I tried on a few pair, turned my back to discuss my choices with my mother, and out of nowhere came Missy trotting from one side of the office to the other side, to lock the eyeglass cases. She treated us like criminals. In spite of Missy's indiscretions, Nicole, the college student proved to be very prudent, professional and knowledgeable. We left the office knowing we had taken the highroad in regard to Missy. My sister and I purchased awesome frames, thanks to Nicole for upholding Dr. Stanley Pearle's vision.

Shan of Atlanta GA (02/27/08)
I scheduled an appt. at the Morrow, Ga SouthLake location 4-5 days in advance. The appointment was scheduled for 10am. On the day of the appt. I walked in with my son, I scheduled an exam for my son and I. The day of the appt. I arrive at the store 15 mins earlier to complete some paperwork just to find out the Dr. rescheduled the appt. for later in the day about 5-6 hours later without notifying me. I was highly upset after my child stayed out of school for this appt. I will never use Pearl Vision again. The receptionist should have given me a courtesy call to find out if 3:30 pm would be fine to reschedule.

Gas here in Georgia is at a high of $3.19 per gal. and my time as I have other appts. to complete today at this time. My son had to miss school due to the inconsiderate people at that location.

Rodney of Hanover PA (01/27/08)
My wife and I got glasses at Pearl Vision and 6 months later the lenses cracked in both of ours. They want to charge us $180.00 to replace them. I took the glasses to two other eyeglass stores and was told it was because the way the lenses were cut that caused them to crack. AARP & AAA MEMBERS - Look some place other then Pearl Vision to get your eye glasses.

I'm out $720.92 at Pearl Vision including the cost of $375.00 for new lenses to be made.

Rodney of Hanover PA (01/27/08)
My wife and I got glasses at Pearle Vision, and 6 months later the lenses cracked in hers and mine. They want to charge us $180.00 to replace them. I took the glasses to two other eyeglass stores and was told it was because the way the lenses were cut that caused them to crack. Pearle Vision is a big rip-out place. AARP and AAA MEMBERS: LOOK SOME PLACE OTHER THEN PEARLE VISION TO GET YOUR EYE GLASSES.

WE ARE OUT $720.92 AT PEARLE VISION. IT COST $375.00 FOR NEW LENSES TO BE MADE.

Debbie of Mchenry IL (01/10/08)
After my eye exam, I was selecting frames. Then the tech started to add up the bill. I told him I wanted the basic, not a lot of frills. The total bill came to $838.95, then he said $700, then I told him that was too much, then he said $620. I told him I have never paid over $300. He was very rude and bad mouthed the competitors. He told me I had to pay for the entire bill, so I gave him my credit card. I asked for my prescription and receipt. He gave it to me. It wasn't until after I left, that I decided to go to another place to price my glasses, that I realized that I didn't have the prescription. The other optical place took my present glasses and told me they would be less than $300. I wanted to cancel my Pearle Vision glasses,I tried to call three times to cancel, but no one answered. It wasn't until I got home that I saw that there is a no refund policy. I called the credit card company and was told I had to wait three days. Doesn't Illinois law allow a cancellation time of three days with a refund? I wanted to get Pearle Vision to cancel before they ordered the glasses.

Avie of Auburn IN (12/27/07)
I recently purchased a a pair of glasses from Pearl Vision and I was not happy with the way they looked on me so I decided to return them. I called the night before I went there and the lady was very polite and said that I would be able to pick up my CASH as soon as I returned my glasses. I went there the next day and the manager, Carol, was very rude and said, "well, were gonna send you a check in mail and you should have it by Wednesday." I was really upset about that but it is now Thursday and I'm very upset so I called and Carol the same lady that was rude to me was rude again and said, "well, you will get your check when you get it." She said there was no one else that I could speak with about the situation so I decided to make a complaint.

They were very expensive glasses and I can't get gas or anything because I need that money returned to me.

Ruth of Union SC (12/12/07)
On Nov. 19, 2007. I paid $55 for my eye exam to the dr. associated with Pearle Vision. Then I paid $233.17 for my glasses at Pearle Vision. She added ANTI REFLECTIVE coating without asking me, costing $70.00. I was promised to receive my glasses on or about 12/03/2007. Now it is 12/13/07 and I am still waiting for my glasses. Just how much longer must I wait?

My headaches are getting almost unbearable. I am sure it is because I need my glasses.

Jan of Lakewood WA (10/29/07)
When purchasing my glasses last December I was told that the non-reflective coating would not scratch if I used the spray and cloth sold at the Pearle Vision store. I have used them faithfully. The coating is scratched so badly that my vision is compromised. When calling the store I am told that I will have to pay for a new coating and will be without my glasses (an impossibility) until the problem can be corrected. Why should I have to pay for a product that is less than what I was sold? I need my glasses every waking minute of every day. Can you please help me?

Susan of Cockeysville MD (10/23/07)
On 8-22-07, I purchased a pair of eyeglasses for $488.00. Before purchasing the glasses I was told that the store would discount 30% if I were a member of AARP or AAA. Since I am a member of both ,I received the 30% discount which brought tne price down to $488.00. I also have vision insurance through my employer. I asked if I could use this and was told they don't submit insurance claims but they would give me the necessary information and I could submit it myself. I submitted the claim and my insurance company sent my $115 reimbursement to Pearle Vision. I have been told by Pearle Vision that they will not give me this back as they gave me a 30% discount.

What does one thing have to do with the other? I paid them their price and now they are taking my insurance claim and making it their money. This is totally unethical and I want my money back. If I had not submitted the claim, my glasses would have been paid in full as their charge to me or anyone would have been $488.

I am out $115 that my insurance was reimbursing me for the money I paid out. This was not supposed to go to Pearle Vision.

Carlos of Houston TX (10/19/07)
I bought glasses on november 2006. and paid 322.95. They broke i bought the frame again, 6/15/07 and got 50% off on the frame, soi I paid 74.97 more. THen they broke again on october, and I was offered to pay again 74.97, and I would have the warranty up to november. I went to BBB website to file a complaint but Pearle Vision is not registered with BBB. I should have checked before buying the glasses. I would have never bought them from a non BBB member.

I spent almost 400 dollars to buy glasses, and before one year, I am using the old ones.

Tanis of Fort Saskatchewan, Albert OTHER (10/04/07)
In the summer of 2007 I went the Pearle Vision Store in Sherwood Park Mall, Sherwood Park, Alberta to inquire about new frames and photo Brown glass lenses. Two employees (a man & lady) informed me that glass lenses are discontinued. I told them glass lenses are Still Available. They said again that they were not. I strongly re-enforced that glass lenses are still available. Then I aksed Is it a possiblitliy that your store discontinued glass lenses? Reply was Yes. September 18-2007 I went to the Pearle Vision store in the Bonnie Doon Mall in Edmonton, Alberta and ordered new frames with Glass Photo Brown X lenses with Chem. Hardening. For the Record I once worked in an Optical Lab!

Had to shop around and post-pone getting new glasses for a few months. I am not Impressed when companies mis-inform the public.

Maria of Athens GA (10/02/07)
I got a prescription from my doctor and took it to Pearle Vision in Athens Mall, GA. I was told my glasses were going to be ready within 3 to 5 days. My glasses were not ready until @ one week later. When I tried my glasses I could not read at all. The magnification was high for me, I got dizzy and nauseated. Since they charged my account when I selected them, I told them I was going back to my doctor's office to verify the prescription. When I went to my doctor's office I was told that they couldn't figure out what Pearle Vision did. I returned to Pearle Vision and told them I needed to return my glasses since I have Chronic Fatigue Syndrome and I was not going to continue to argue and go back and forth from my doctor office to Pearle Vision. At his time I asked to speak with the manager. Mr. Kin Zhao, manager and owner said he did his job well and that my doctor was wrong. I was speacheless ! He proceeded to call my doctor's offfice and be very aggresive with the office personel. His next move was to offer me an eye exam. To this I replied: just return my money and I don't want to keep dealing with this company. Mr Zhao refused to return my money even if I was withing the 30 days grace period. I got very fatigued and left the glasses there and went home. After reviewing the Net, I have read horrors about this company and I am happy I left. So, I called and talked to their Optical Consultant and told her to steal 25% of the cost of my glasses because I was not going to deal with this company any longer. It is obvious that this Company just wants to have your money hostage instead of taking a deposit when one order their glasses or lenses. In this way they make it as hard as possible to keep playing with you and keep your money in the store. This is unseen in USA ! Please be aware of these type of operation before you give your money up front before you receive your merchandize !!! I will not recommend anyone to have to deal with Pearle Vision and the lesson that many have had dealing with such a company !

I paid on 9/17/07 $219.80 cash before I got these pairs of horrible glasses. I have Chronic Fatigue Syndrome and my health has been compromised going back and forth from my doctor's office to Pearle Vision. I had lost $54.95 (25% of the price )since Mr. Zhao at Pearle Vision did not want to be responsible for his mistake. It is obvious that Pearle Vision is a company that wants to hold your money hostage even in the event it was there mistake that they did not understand the doctor's prescription. The manager even called my doctor and yelled at the ladies in the office since the doctor was not in. This person was out of control and I felt I was in China not in USA when I was at this store. The manager actually left me standing and went inside his office to keep working on glasses. This has been the most horrific experience just to get a pair of glasses.

Arathi of Fort Collins CO (08/16/07)
My daughter and I were seen by Dr. Slocum who recommended that we use ACUVUE Oasys that will help preventing lens dryness. The lenses are great but then the lady who trained my daughter for contact lens use also gave us a complementary bottle of AMO moisture plus solution saying that this is better than OPtifree and ... This incident happened in March 2007 and two months later, in May 2007 the product was recalled by FDA. We were not aware and have been using it till today Aug 16, 2007. My complaint is about the optometrists at Pearle who claim that '... no one cares for eyes like Pearle'. Can they not place a call to their patients to whom they have prescribed contact lenses and inform them about recall? After they charge $200 for a check up, can they not afford a courtesy telephone call to assure their patients' safety. My previous eye care professional in Long Island, NY called to inform me about the Bausch and Lomb product recall as a precautionary measure just to let me know not to use or buy that product. Why can't Pearle Vision do the same? SOme amount of personal touch would not hurt. Though I have not had any other bad experiences with Pearle as some of the others here mention, I am not going back there.

Laverne of W. Babylon NY (08/15/07)
Purchased two pairs of eyeglasses. Could not see clearly with the progressive lenses. Returned them and can see better now. Returned sunglases four times because the right lens kept falling out. I feel that the glasses were defective and requested a refund or new glasses, but my option was to purchase another pair of sun glasses at a discount. The people don't seem to care about customer satisfaction. I am a senior citizen and feel cheated, and can't afford to purchase glasses so often.

Yvonne of Brooklyn NY (08/07/07)
On March 27, 2007 I went into the Pearle Vision store at the above address to purchase a pair of glasse only because I was holding their credit card and a needed a pair of glasses. Prior to that I had a previous dispute with them over glasses that they did and I could not see out of the lenses. This time the same thing happened I just cannot see out of the glasses and the owner/manager has refused from correcting the problem. When I went to pick up my glasses I tried them on but could not see out of them I tried every way but to no avail I told him I just cannot see out of the lenses. He advised that there was nothing that he could do and I left the store. Until this day I have contacted Pearle Vision Head office, the Fianance Company (GE MOney) but to no avail. The owener has writtena lot of li8es to the Finance Company. All I need is for him to correct the problem because I have paid in full ($599.00 ) for the product and would like to get my glasses. Please help me

The physical dmage done is a lot of embarrassment I am facing with all the companies involved. I have been insulted by severla customer services representative treated like I was nobody and no one seems to understand that all I am asking is that the problem be corrected. One of the lenses was also cracked at the bottom and I was told by the owner/manager that he would replace the damaged lenses as long as everything was alright. How do I get my glasses please direct me I do not know what to do. All I want is to have them correct my lenses and treat me with soime respect. Thanks for your help

Kathy of Pittsburgh PA (07/25/07)
My husband and I purchased Pearle's premium lens package glasses; total, we paid around $700, on sale. The clerks took many measurements, as they had to be cut in one of their labs. We now both have glasses that fit as if they were made for other people; like our measurements were not even used to make them. They are crooked, despite our both having adjustments made in-store. I have further complained, after having them adjusted twice. My complaint went to corporate, asking that I be given an address to send these directly to them, as it is not the fault or responsibility of the store clerks; at this point, they have done all they can do. Corporate said no; that I needed to have my store handle this. So, I said no; that I am not going to undergo another round of measurements, only to have the lab ignore them. I did not hear back from corporate after that. I have only heard from a clerk from my store who said that they can only offer me new glasses. Again, no thanks. Based on this bad experience & what I now know to be Pearle's horrid reputation, I would more than likely go through this bad experience over & over again if I agreed to their solution. Now, I have $300 glasses that look ridiculous and are at the end of my nose within minutes of putting them on everyday.

Connie of Gilbertsville PA (07/24/07)
I bought a pair of titanium glasses in May of 2006. 14 months later, I was removing my glasses and the nose piece came off the frame. We went directly to Perle Vision at the Mall. One of the managers, named Sandy, took one look and said, Oh, we can't do anything about that! I said, can the nose piece at least be glued on? She said, Oh, we don't glue!

I felt as though there was very little compassion. Sandy said it was the manufacturer's problem. She gave me the name of the manufacturer, Marcolin, but had no location or phone number or website address to contact them. I will try on my own to locate them. But I would suggest that Perle no longer deal with this manufacturer. We spent a lot of money for these glasses and I don't feel our business was appreciated.

James of Oconomowoc WI (07/23/07)
The transition from DOC to Pearle has been terrible. DOC was a company interested in customer service, timely delivery and quality product. Pearle can't delivery in any of these areas.

When I called Pearle to inquire about a late delivery all I got were excusses about Pearle labs not being organized and delivery systems not as good as DOC. I feel sorry for the former DOC employees having to make up stories to protect their new employer. The Pearle management transition team responsible for the merger need to be fired and replaced with former DOC managers.

Jerome of Chicago IL (07/22/07)
I purchased 2 boxes of Bi-weekly desposable contacts back in the beginning of June and as of July 22nd the contacts have yet to come in (on back order) but they sure as heck got their money from my credit card in a hurry. No reason for the delay or sincere apology, just we'll call you when they arrive

Ran out of prescription now using trial contacts in hope that my prescription comes in soon. VERY dissatisfied with the quality of care

Linda of Port Orange FL (07/19/07)
In March 2006 I took my new eye prescription to Pearle Vision. I purchased glasses which came to a total (with discount) of $562.00. Since that time, I went into that store at least 6 times complaining that my glasses didn't seem quite right. Each time - and always a new employee would just take my glasses, do a quick adjustment and say have a nice day and move on. I knew something was wrong and they were not giving me quality service or listening clearly to my complaints. Today, July 19 my husband and I went in and spoke with another new employee and he actually listened, pulled my file and checked my lenses. They were the WRONG PRESCRIPTION STRENGTH and also the progressives were not measured correctly. I feel I must contact my eye doctor and have my eyes checked to see if any permanent damage has been caused due to their GROSS ERROR AND NEGLIGENCE. Therefore, I feel I am entitled to reimbursement for my eye exam and possibly a new pair of glasses if required because of their error.

I am quite concerned that there may be damage to my eyes because of this wrong prescription in my glasses and also with the progressive bifocals not being the correct height. I would prefer to have this settled amicably at this level before pursuing any legal consultation. This major problem was caused by Pearle Vision employees at the Daytona Beach store and should be rectified.

Linda of Morristown NY (06/30/07)
I purchased an eye exam and bifocal lenses on 12/29/06. I had very new frames from Empire Vision {my dress frames} that had been worn infrequently. It was agreed they were fine for my new pricey bi-focal lenses. I paid around $165.00 out of pocket after the AARP discount for the lenses and exam. Now 6 months later my left lens, at two points{top and bottom }, where they screwed the lenses onto the frame {wire frames} has a sliver out of the lens near the point it connects to the frame. My understanding is they are stress fractures of the lense. My other lense is perfect. These are my work glasses. They are well cared for. I have play glasses and glasses I wear to watch tv in bed. These look like new. I contacted their customer service department and have been told I had to purchase? insurance?, at the time I bought these to have them covered in any way. I feel this is an installation or defect problem in the lens. Not neglect by me. Why would I insure against a defect ? If I had damaged these myself I would be happy to replace the lens at my cost. This is 6 months of use, not 2 years down the road. Their company policy is inadequate. They will not stand behind their workmanship or product. I might add Empirevision has a policy that states: Eyeglass Breakage Warranty? If your frame or lenses should break within one year from the initial purchase date, we will: For the first occurrence, repair or replace for free. After the first occurrence, repair or replace for a $25 processing fee. Needless to say I'm very disappointed. I paid a lot for these lenses and this one looks like it may fall apart any minute, plus it's not very attractive close up. I'm 56 yrs old, worn glasses since I was 15. I buy new glasses and frames every two years {used to go to Empire Vision for 15 years} until a friend raved about the Pearle Vision store in Watertown. My other glasses and frames I bought from them are very nice and I still wear them. This lens is defective. I have mailed a letter to the cooprate office today hoping to get the lens replaced.

I want the lens replaced free of charge.

Keith of Bowmanstown PA (05/29/07)
I scratched the one lens in my glasses and he said to repair them I would have to have both lens replaced.

The cost would be about $153.00 one lens would be about $76.50 I assume.

Jennifer of Decatur GA (05/14/07)
After finding my allergies too severe to continue wearing my contact lenses, and with Rx glasses but no Rx sunglasses, I decided to purchase some at this Pearle Vision location while traveling in Chicago. First, they took the Rx from my regular glasses without informing me that it would be less accurate than by taking my Rx in-store. Although I told them repeatedly that I saw perfectly with my current glasses, they used their own pupil-distance measurement for my sunglasses. I was uncomfortable with this, but they assured me that a compromise between the distance in my glasses and the one they took would be fine. I purchased a pair of designer frames, since they were sturdier than the other options, and paid out of pocket around $435. When I picked up the finished glasses, my vision was odd at best. The manager and owner both insisted that it was because of my astigmatism, and that it would improve. I would have to wear the glasses a few times and I would get used to it. I replied that my glasses also correct my astigmatism, and I see fine with them. The doctor said if I wore them an hour I would be used to it. The next day the manager told me it would take days to weeks to get used, but that I should be patient. Meanwhile, the glasses gave me a consistent headache. When I wore them, I began bumping into people on Michigan Avenue, because I couldn't tell how far they were from me. I returned the day after picking up the glasses, to see what could be done if the glasses didn't improve, and also because they had given me a case much too small for the glasses. They told mt to keep wearing them. They said that if the glasses didn't improve, they were unwilling to offer a refund. Rather they searched the store for the original, non-Rx lenses from the sunglasses and told me I could pop them back in if unsatisfied. They kept insisting that the Rx was fine. I asked if they could fit the glasses, and they said no. The frames are too large as is, they need to be bent slightly at the bridge to fit properly. This may explain some of the problem with my vision through the glasses, as they sit quite low on my nose. Meanwhile, the case that was supposed to have came with my sunglasses was nowhere to be found in the store, so they gave me a defective case from another designer, telling me to glue it when you get home. Just glue it, no problem. When I was purchasing the glasses, the store clerks failed to tell me about the AAA discount Pearle is offering (30% of sunglasses), which, on this pair of glasses, would have been over $100 in savings. I was very disappointed, to say the least, upon seeing this offer advertised on the Pearle website. In all, with $435 spent, I have a pair of ill-fitting glasses that give me a terrible headache, non-prescription lenses to go with them that will block out the sun but are otherwise useless to me since I will not be able to see with these lenses in, no appropriate case to protect my investment, and seemingly no possibility to broach a return with the franchise, who have made it clear they will not give a return.

Still ongoing. I still have no sunglasses to wear, which, in Atlanta in the summer, is something of a road hazard. Because of this I cannot drive in the direction of the sun, a rather limiting thing. But really, it's just safer that way. These glasses cannot be worn to drive, I hit a curb and nearly got into an accident with them on, because my sense of distance is so off while wearing them. Perhaps it is just as well, because I dread putting them on altogether, they give me such vertigo and headache. I do not have the disposable income to purchase different lenses from another purveyor, so I am stuck for now.

E.m. of Prospect Heights IL (04/02/07)
Hadn't had my eyes examined in 2 yrs. Felt eyestrain while working on computer at work. Went in for exam and that day ordered new lenses and frames. Paid up front $363.00 for them. They told me 8 to 10 working days until delivery. It has been over 2 weeks now and still no delivery. I've called them to inquire and the first time, they said I don't know what the girl told you, but it will take about two weeks for your lenses. SO I called them back the next week, and they told me the lenses had not passed the QA exam at their lab, and to wait some more. complaint: I have paid in full for these lenses. At work, my eyes continue to suffer from eyestrain, and I still do not have the product that I paid for. When it became necessary to change my appt for an eye dilation exam, to followup my original eye exam, I talked to a person who gave me another appt time. The day of the exam, I kept the appt, and when I arrived at 3:30 pm, they said 'we don't have you on our books. We have you down for a 'no-show'. Now, my age is over 50 and I am responsible with my appt-keeping. I DID make that phonecall. Someone answered and gave me another appt time. Turns out they have a minimum of 4 people who answer their phones, and apparently whoever took my call never wrote it down. To add insult to injury: first they can't deliver my new lenses when promised, then they categorize me as a 'no-show' when I return for another exam. Will not return to this location or Pearle Visions locales again. IF only I had the NAME of this rude broad who works the desk. I want to issue a complaint abt her manner.

At work, my eyes continue to suffer from eyestrain, and I still do not have the product that I paid for in full.

Monica of Pembroke Pines Fl 33028 FL (03/05/07)
Hello, I ordered soft contact lenses and a pair of glasses at Pearle Vision in Jupiter Florida. I paid in advance for everything a total of about $700. I got a first trial for the contact lenses and the prescription was not good. I got a second trial that was not good either, it was worst than the first one. The glasses seem fine during the day but when I drive at night I cannot see well with them. I moved to another city in Florida that is 1 1/2 hours from Jupiter and it was not easy for me to go to the scheduled appointments so I missed 2 appointments. However I hardly wore the lenses because I cannot see well with them. This past Saturday I went to have an examination for this second pair of trials and the doctor was upset because I did not wear the lenses before the examination. I explained to him that I hardly could see with them. He was obviously upset and asked me why I did not want to continue using gas permeable and I told him the reason why I went to get soft lenses at Pearle Vision was because the gas permeable were uncomfortable. My eyes are red all the time, they do not stay fixed in the same position my daughter says I look like I am about to cry all the time, they are truly unbearable in my eyes. He looked at me in disbelief and accused me of lying when he said that he did not see why that would happen or why I was not seeing well either with the trials that they gave me. I think the client is always right and that our money counts. I think this kind of behavior is unacceptable. I just want to get some contact lenses that are comfortable and do not hurt my eyes and that I can see well with at the same time. This way to treat the customers is very inappropriate. I do not have any reason why to lie to somebody that I do not even know and they are in their obligation to provide a satisfactory service to the customer because the customer is paying for a service. Also they are in the obligation to keep a professional behavior instead of aggravating the clients.

I still have to use the gas permeable contact lenses which they truly hurt my eyes. I was accused of lying and because the doctor does not believe what I am saying the quality of the contacts can be affected and I do not want to lost my money.

Marlene of Deepwater MO (11/01/06)
On 7/7/2006 I purchased new lenses from Pearle Vision. The frames that I purchased did not work for me at all; therefore, after 2 weeks I exchanged them for another pair. The cost of the intial frames were $249.95 and the ones that I currently have cost $179.95. I felt that I should receive a credit of $70.00, but was told that my bill would remain the same. There is a 30 day trial period in which the glasses can be exchanged if not satisfied. I was not even given a receipt indicating the exchange, which I should have demanded. After thinking this situation over, I decided to call their 800# on the brochure given to me to express my problem. However, it no longer is in service. I have done business with Pearle for years when I lived in Omaha, NE and have always been satisfied. However, I will not do any future business with them.

Charles of Fort Worth TX (09/01/06)
I bought frames and lenses from Pearle vision and had and eye exam when ordering the lenses to get the proper magnification. I was charged 55.00 for the eye exam, 189.00 for the frames and 249.00 for the lenses. When I picked up the glasses I found that I could not see clearly thru them and complained immediately. I was told to take them anyway for a while and give my eyes time to adjust.....I picked them up on 7/8/2006.

I returned today 8/31/06 because I have to travel for work,to try and get the lenses changed, and was told I just needed to adjust the height of the glasses where they ride on my nose. I pleaded with the girl and told several times as I did originally, that it was not the adjustment. She ignored me again and I then ask how much for new lenses and was told another 108.00. This girl would not listen to the problem and check to see if maybe something could be wrong. Needless to say, I left the glasses on the counter and walked out because they are useless to me and I feel totally ripped off. I wouldn't be so mad if they would have at least tried to figure out what may be wrong and not just try and get more money first...the classic greedy business built on the trusting consumer...not any more Pearle. By the way, the first pair of glasses I got at Pearle some 5 years ago were OK, but their current business practices will not allow continued success at least not in my mind.

Burnett of Covington GA (05/31/06)
On 30 May, 2006 I took my glasses to the store because the len had fallen out again and this time the len cracked. The lens on the left side had a small crack in it where the biofocal was cut in. The imperfection did no bother me and I did not return the glasses. I was given a warranty adjustment because I have had the glasses less than a year. I paid to replace both lens on 30 May, 2006. On 31 May, 2006 I returned to the store to bring in the frame so the lens could be cut and fitted. The techian prepared the glasses and asked if I could see out of the lens.

I told the technian that he screw on the left side that holds the len in has come out several times and she said that she would repalce the screw in which she did. I left the store and returned home and looked the glasses over with anther pair of glasses and saw that the frame was not completely around the len on the left side. There was a gap about 1/16th of an inch between the frame to the inside. I took the glasses back to the store and told the receptionist what I saw and that I throught that the frame would come apart again and she stated that it would not because it had a screw in it. She took the glasses the the technian and after about three minutes she returned with the glasses and said that she would have to order another len because the one that was in was to large.

She gave me the glasses and I looked and saw that the left arm had been bent upward above the top of the lens. I gave the glasses back and asked her to correct them because I was afraid that I would break the glasses. She bent the arm down and gave me the dirty glasses.

The technican knew that the lens was too large for the frame when she gave me the glasses, because I could not see very well without the glasses on. I think it was very unprofessional on the part of Pearle Vision to treat a person doing business in such a manner. The damage done is the disrespect shown.

Arthur f St. Augustine FL (05/25/06)
My wife bought a pair of glasses in November,2005. Within 6 months the lenses were all scratched. She took them back to Pearle Vision and she was told she did not clean them properly and was advised to purchase their lens cleaning kit for $20. Since she paid $25 at the time of purchase for Pearle Protection Plus Breakage Plan, 70% of the new lenses was paid for but there was still a charge of $140.70.

Donna of Laurel MD (05/24/06)
I ordered 2 pair of glasses totally $703.90 on April 14, 2006. I gave a good faith (required) deposit of $350.59. I picked the glasses up on May 18, 2006. One pair of glasses were fine (paid $177.95 - total $527.54, but the second pair (for every day wearing) had to be returned because there was a chip in the lense. I was told they had to be reordered. I got a call one evening saying the glasses would take longer than they thought, but I would receive a call when the glasses were received by the store. Two days later I got a call telling me the glasses were ready. I stop by the store to pick the 2nd pair of glasses up to find out that they have ordered the wrong frame.

The store assistant helping me had no idea on how to adjust the glasses. I told her I could not see through the lense. It took a different store clerk to come over and adjust the glasses, so I could see. The store clerk apologetic about my inconvenience said that I could wear the 2nd pair of glasses until the correct frames were order. The store manager said no I could not leave the store without paying the full balance on my account. I explained to her (Jackie) that this is the second time I have come to pick up my glasses and Pearle Vision has made a mistake. I asked Jackie for discount on my balance because this would make the second time I have stop by to pick up my glasses and left empty handed. I decided based on the money I was spending and the lack of customer service I wanted to cancel the second pair of glasses. This was the second time they had been cut.

Jackie said she did not have the authority to refund my money. She had to talk to the Director. After 20 minutes, Jackie said the Director would have to charge me a fee for cutting the glasses. How absurd is that? But, the Director did not have the authority to return my money. The Director would have to call the Regional Office tomorrow. While Pearle Vision does have a no refund policy the problems that are occurring in this situation are on the part of Pearle. When do I get compensated for loss time without my new prescription and driving back and forth to Pearle?

I went to Pearle Vision because I was treated very well in the past, so I do have something to compare this situation. At this point I have absolutely no confidence in anything that Pearle would offer me other than my money. I was told by Jackie that the Regional Office staff person would contact me tomorrow. Please advice me. If I cancel the glasses they owe me a balance of $182.94. There has to be something I can do as a customer to protect myself against this kind of mistreat and lack of customer service.

Charles of Fairhope AL (05/17/06)
I went in for eye exam and to purchase glasses the early part of April. What was supposed to take a few days took approximately a month. The fourth time I went to get my glasses they had to be returned because of defects in the lenses. The young man who worked in there (I do not know his name) said because of all the problems and many trips I had made over there they were going to give me a refund. As I left, I asked how much and he said the full amount $192.92. When my wife called to check on the lens he also said to my wife you can expect a refund - it will be sent from our main office.

Two weeks later my wife called and asked when we could expect the refund. Fran P. (whom I assume to be the manager) said she didn't know anything about it - the young man had been fired last week - and essentially drop dead. You have the glasses, what else do you want.? Well, the young man was their employee, and as such the company is and should be responsible for his dealings with the customer. I will never use this facility and I am making it a point to tell everyone I see and know not to do any business with them. They are a second rate organization with second rate employees who have not the slightest notion of how to deal with customers in a civil and professional way.

Shannon of Lebanon OH (03/06/06)
On January 9, 2006 I went for my first appointment at Pearl Vision for my annual eye exam. Dr. Reffner, who seemed warm and friendly, suggested that I try the new Focus Night and Day contact lenses. They are FDA approved to sleep in. They're supposed to be taken out at least once a week to be cleaned and thrown away every month. Dr. Reffner believes they are the best lens on the market. After wearing them for a month, I decided to disagree with her.

Because of these lenses, I had to make an ER visit. I woke up one morning with an intense and painful burning in my right eye, accompanied by sensitivity to light and excessive watering. The ER doctor said I had an ulcer on my eye and said I must go to the Cinicnnat Eye Institute (CEI) immediately. I had three different appointments there for checkups. I was given three different eye drops and couldn't wear contacts for two weeks. Now, I'm not supposed to wear contacts for more than 12 hourse at a time.

At CEI, Dr. Burk informed me that my ulcer was caused by overuse of contacts because its never okay to wear contacts that long, no matter what the FDA says. Dr. Reffner even aknowledged that the ulcers were a potential side effect when I visited her to get a prescription for different lenses. I wish she would have told me this during our first visit, because I wouldn't have chosen them and I wouldn't be in this mess. What compounds the situation is Pearle Vision's unwillingness to compensate me. They finally took back the one unopened box of the contacts today, but they won't compensate me for the partially used box because they can't return it to the vendor. Not to mention the fact that Leslie K. reminded me of this in a condescending manner. I feel they shouldn't hesitate to take back all of the unused contacts considering the medical bills I've already incurred.

Debra of Lynchburg VA (02/16/06)
I went to Pearl Vision because I was told they are one of the best for eyeglasses. I was going to Walmart and decided to switch. I bought a pair of glasses, glare free, tinted, bifocals (no line), I paid over $300.00 after insurance. Wore them several months, had to bring them back several times because the lens was loose or the frames came loose. This got very frustrating! When the lens fell out again for the 3rd time, I noticed the frame had split. They needed to be replaced. Went back, again, and this time I ordered heavier frames.

The repair insurance helped to pay for this pair of glasses but I still had to lay out another $137.00!! Two months later, the lens fell out of this new pair of glasses. When I brought them back, they said the lens was cut too small for the frame and its going to take several weeks to order a new frame. I have had it with Pearl!! I am not going to pay another dime towards another pair of glasses. Even after speaking to the people at this vision center, they seemed uncaring and I guess used to this happening. They never call when my glasses are ready, like they say they will, I usually have to keep on this particular vision center. I would like for you to check into this as to why I am being sold defective products! I feel I should be refunded the additional #137.00 I had to pay out to replace a defective pair of glass frames.

Dorothy of Ormond Beach FL (02/13/06)
I was in their establishment on December 19, 2005. I walked in with an appointment for an eye exam and a new pair of glasses (I had a coupon for 29.95 for the exam, and 100.00 off on the glasses) and walked out with inferior glasses and 433.00 less money. They refused to give me a refund, nor would they (or could they, it seems) correct the mistake they made on the prescription on the glasses they gave me.

How can that be? Do they take customers money, give them a improperly made product and then claim it’s the customers’ fault? Let me briefly explain what happened. I ordered Progressive silver lenses composition in plastic with an option for polycarbonate, anti-reflective, UV coating, Pearle protection. I signed a statement entitled, “Balance must be paid in full at the time of purchase. NO REFUNDS. In store credit may be given. PIPP does not cover loss. Coupons-Discounts must be presented at time of purchase.”

Before I signed this statement, I was reassured that I would get in store credit if the glasses weren't correct. Store credit was never given to me. I picked glasses up after about a week. The person showed me how the optician had made a mistake with the color. I wanted to cancel the glasses, but they pointed out to me the paper I had signed. I had to wait another week for them to be corrected. I left with the glasses but they caused me dizziness, nausea and headaches. I took them back. They insisted the glasses were right and to wear them for a week and my eyes would adjust. They continued to cause me headaches, nausea and dizziness. I took the glasses back again. They took another eye exam. They changed the prescription slightly.

I had to wait another week for the new pair. This time, I took them home to find that I couldn’t read out of my right eye. I took the glasses back for the 3rd time. I told them I wanted my money back. Obviously they couldn’t get the prescription right. They kept insisting that it must be my mistake because the glasses looked perfectly fine.

T.v. of Lexington SC (02/08/06)
I paid $75 to purchase a simple pair of glasses, at the Pearle Vision store, in Columbia, South Carolina. My prescription is very simple. The vision in my right eye is nearly perfect, so only the left eye is at issue. The prescription in my left eye—the only one that I really need—is fairly simple. (The prescription in my left eye being -1.00, +1.00 cyl. 80 axis.) It took Pearle Vision six weeks to get a pair of glasses with a plain piece of glass—no prescription at all—in the left eye--MAKING THEM TOTALLY USELESS TO ME!

After I paid my deposit, the Pearle Vision store at 7301 Two Notch Road in Columbia, South Carolina was rarely open during the hours posted on the it door. On one of those rare occasions when it was open, I asked for a refund—as a considerable period of time had already passed. The Pearle employee on duty told me that only the manager, who was not going to be there for a long time, could authorize a refund. However, she told me that the lab had already started working on my glasses, but needed to see the prescription one more time before the lab could complete the glasses. The store was NEVER OPEN AGAIN when I came. Of course, the phone number on the door did not work either. So, it looks like Pearle Vision is a grab-the-money-and-run outfit. 

Cheryl of Daytona Beach FL (02/06/06)
I lost my glasses that Pearl Vision made for me. These glasses worked great. I ordered new glasses from the same prescription. Three times the prescription has not been right. I've dealt with different people and they just tell me I don't understand the law of optics. I'm sure I don't, but I do know my lost glasses worked fine and the new ones don't.

I've spent $200 for glasses I have to drop my head half way to my desk to read. Or I get glasses I can read papers on my desk, but I can't see my computer screen. I now am constantly switching between two pair of glasses obtained from a drug store. I'm due for an exam with my ophthalmologist next month and will get a new prescription and go somewhere else for my glasses.

John of Canyon TX (6/29/03):
I've been a customer for most of my life with Pearl vision and I've trusted my eyes to them wholeheartedly. I did not think twice in going to this store, all I was expecting were two pairs of eyeglasses. And since I;ve done this before I was expecting a waiting period of no more than 5 working days, instead it turned into a total of almost 5 months.

My firt pair were the sunglasses. Since I work in the sun a lot that's what I needed first. After 5 tries I ended up accepting their best effort. These sun glasses have a small part that is clear which is right dead center, everything else outside of that is out of focus. At that time i still believed that they could do it right. They offered me a second pair and a second chance to make it right so I agreed for half the price. Well needless to say it took them four tries befor I finaly gave up.

I walked into the store with my wife and told them that I would take the glasses as they were only because I really needed them badly cause you can't see very well in the nighttime with sun glasses. This lady named Betty, I am guessing she was the manager, looked at me and said: "I hope I never see you in this store again."

That really disapointed me because I had to accept what they call their best and yet I have both glasses that I can only wear for a certain amount of time. Then I have what I call eye headaches. Sometimes I get dizzy and even get sick to my stomach but what really gets me down more than anything else is that my trust in "Pearl Vision" was broken.

Damage Resulting: Poor eyewear, physical damage to my already failing eyes, total cost for eyewear was $540.00.

We think John should see an ophthalmologist -- an M.D. who specializes in the eye -- to be sure there is not an underlying medical problem.

Wanda of Minneapolis (6/16/03):
Bought a pair of glasses in Sept 02, having problems with nose piece and glass not cut right -- arms too long behind ear, not enough time spent to adjust them right on me! Now I have to have a whole new pair, mine are not avaailable any more. An extra $177!

The pair I am replacing is 6 months old -- had them in twice for repair. At the initial cost of almost $500.00, now I have to spend an extra $177.00 and only have six months warranty left. They have lost my business for good.

Michelle of Woodside, NY, writes (4/13/00):
I have extremely poor vision. On Jan. 7, 2000 I ordered a pair of eyeglasses from the above store. As of April 13, 2000 I still have not received a correct pair. The lenses have come scratched, miscut, the UV coating melted etc.

One manager blames the other and vice versa. They told me they would deal with a different lab and I found out today they didn't. They claim they will try again but 4 months is long enough to wait for glasses. My lenses are a very high perscription and they guaranteed me they could fill the perscription. In addition, they have been rude and unhelpful. They accept no responsibility for the errors.

Tonight, I left there in tears. I am 27, teach 3rd grade and have not had correct glasses for months. I cannot wear contacts for more than a few hours (due to an eye problem) and I am in desperate need of glasses to work and drive. I paid almost $300 for a product I do not have. I have reached the point where I don't know what to do. They have offered no compensation, and I was refused upon my request. I wasted $300, cannot see properly, and am very frustrated.

Michelle should consult a qualified opthalmologist for a complete eye exam to be sure there are no unexpected conditions interfering with her vision. Additionally, she should consult the New York State Board for Optometry if she wishes to pursue a complaint against Pearle.

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