Complain about a product or service

Pearle Vision

Becky of Lititz, PA November 21, 2009

Several years ago I went to Pearl Vision because of their name, they had been around a long time so I assumed that they stood behind their product and sold quality eye wear. I purchased eye glasses from them, the kind that had magnitic sun glasses that would clip on. I liked the style very much. However, the glass lens would not stay in the frame.

I took them back to not only the local place where I purchased them but several other Pearl Vision offices in Northern PA and in New Jersey. They would fall out at work, while shopping, on vacation and at home. Sometimes they would just fall out, other times when I would put the glasses on or take them off, it would pop out and also when I would take the sun glass off it would pop out. Everytime I would take them back to be fixed, a few of the times I would stick them in myself, but I wanted them to be fixed for good, it is hard to drive with one lens on and one off, one of the times I didn't even make it out of the Mall where I purchased them and it popped out.

I finally asked them if there was a recall on the lens and asked them to see if they had any other complaints on the frame type. They said they had no way to look that information up. I asked them to check my records to get the frame style or frame id and I was told by the manager that they did not keep personal records of people or purchases. I was suprised that they didn't keep information on their customers, she said they didn't. I had asked this same manager why something couldn't be done with the glasses and if their was someone else I could contact. She said she had spoke to someone above her and was told to offer me a percentage off my next pair.

Also I kept having problems with seeing out of the glasses. I had purchased the progressive lens and I just couldn't seem to get used to them, I had to constantly keep moving my head around, months later. When she offered me a percentage off my next pair, I asked her why I would want to purchase another pair of glasses there when I couldn't seem to find a solution to this pair. Most of the times I came back her attitude towards me was one of indifferance and unwillingness to help.

Finally I went in one evening totally disguested because once again the lens popped out and fell on the sidewalk and chipped it. The manager wasn't in so I spoke with a gentleman. He was very nice, but said there wasn't anything he could do but said he would check my record to see if we could find the glass type, needless to say I was suprised and asked, you keep records of your customers? He said yes, and went in the back room and came out with a file of all my information. I asked him if this was new and he looked suprised and said no and asked me why, I then told him the manager said they didn't keep records. Poor fella suddenly looked very uncomfortable.

When it was time for my husband to get glasses, he, of course went to another store, while there I mentioned how much problem I was still having seeing out of my glasses. He check my eyes and glasses and said the progressive part wasn't lined up correctly and to take them back to where I purchased them and have them corrected. So, again, I went back to the store and asked for them to be checked. They said there wasn't anything they could do, again I asked who else I could go to for some help, they said no where.

We didn't have any extra money for me to go to another store and get new glasses so I have been living for years with chipped glasses. I did, however, find another eye store where they were able to glue my lens in and so far it has stayed in. When I had to get new glasses I went back there, while measuring my new glasses for the progressive lens, i had them measure my old glasses. I couldn't believe what they found. One of the lens had a much higher progressive line, the lens weren't even on the same level.

I am totaly disgusted with Pearl Vision, and when talking to other people, I am amazed to find that everyone, I mean everyone I spoke to was unhappy with Pearl Vision and would never, never, go there or send anyone there again. I don't care about the coupons, I want glasses that are right and customer service that will help find a solution to a deffective product. I have worked in sales and personally, if I ever had someone work for me that was like this manager, she would have been fired, for her poor customer service skills, and for lying.

eugeneia of detroit, MI November 3, 2009

well i was their with my son so he can get glasses. while was getting a eye exam a was ask hope the rep about what do my insurance cover. so she said well let me type it up. she ask me you have eyemed. i said yes. the she said what my insurance cover. i was picking out the glasses before my son came out so i would be destraed by my so because he have poor vision and he has had rectina detachmemt. so i was asking a lot, like how do i have to pay.

i pick out my son some glasses. then she type it up quote me a price of 139.98. i chared 110.00 to my card. owe 29.98. the i get a call the next day. sorry i made a misstake. u not under the pland i put under but i got my ivoice. now they dont want to give me my money or give to me at the invoce price and my son cant see.

ANGELO of ROCKY RIVER, OH October 30, 2009

My wife ordered a pair of glasses and Carol was very rude and telling that those glasses make you fat and I wife got offended about it then she ordered the glasses she wrote up the price then when she was going to pay for them she raised it up almost a 100.00 we should have got it for the price she wrote down first Im going to call the Better Business Burea to ad report them

Nancy of Graham, WA October 14, 2009

Last year I bought a pair of glasses and just loved them. About 6 months after regular daily wear and careful care of them they cracked. I took them back and had to push to get a new pair of lenses and was told I would have to pay for the new lenses, I said absolutely not. I went to the manager and said I would report to the Better Business Bureau if this wasn't taken care of. Finally after telling them this and sending letters to their e mail and calling the BBB I got new lenses. To get my glasses back it took 5 weeks and many excuses. Now with the new pair-the lenses have cracked again. I will not fight for them this time nor will I call the store, I am reporting them to the BBB again and will NEVER go back nor reccomend Pearl Vision.

ak of Nashua, NH September 30, 2009

I had changed employment and thus my insurance changed to Aetna. I was very happy with VSP not just because of the discounts but the excellent service i got for last 4 years at Nashua Eye. So when my prescription lenses broke, i decided (to my misfortune) to goto Pearle Vision. I met the store manager who took all the details for my single vision glasses and also recommended buy one get 50% off for another pair. I decided to get Rx sunglasses. Its not the wait of 7-10 days that most people are uncomfortable about that got me real mad but the fact that they got the PD wrong on my glasses and both my sunglasses and clear glasses had a base number which they should have not have carried.

The store manager was not only ignorant about this but was rude and extremely proud. She told me to go back to my doctor to get my eyes checked. Even though my prescription was from may this year, she would'nt budge. They called my doctor and i took time off work to go see him at the earliest. The optician confirmed the screwup with base number and confirmed that my eye sight had not changed. The same day i went back to get the glasses fixed.

Now i was told to wait another 2 weeks. I called a week later and the person behind the phone started telling me it was 7-10 business days. These guys are not only ignorant and clueless (they cud'nt get me high index,polarized sunglasses while Every other optician could) but they are proud and rude to their customers. They put on a happy face just to lure the customer. Once your money is with them, the wait can go from 7-10-15-30 days !! Its not that you see my anger and frustration in this message but the fact that they made a mistake, that they try and cover up by blaming it on me and not only paying for it but i also dont know if the final pair of glasses would work out. I would never buy from them again.

Don of Latham , NY September 25, 2009

I purchase two pair of glasses from the Pearle Vision store on Wolf Road in Albany New York. The salesperson convinced me to buy the warrantee where the frames and lenses would be replaced if damaged at no charge the first year, and I would receive 60% off during the second year. Within the first year, I returned to the store because the lenses were scratched. I was told that the scratches were not that bad and not in the direct line of vision, so it was not necessary to replace them at this time. I recently returned to the store because there are many more scratches now. They agreed now that they needed replacement, but I would only receive the 60% off because a year had gone by. The new cost for the replacement lenses is 388, minus 60%. This was three times the cost of the original two pair of glasses. I visited three other eye glass stores on the same day, one another Pearle Vision. The prices I was quotes were 129, 229, and 267. The lesson here, DO NOT go to Pearle Vision, any of them, and NEVER by the warrantee.

Laura of Danvers, MA September 23, 2009

I purchased my daughter's glasses here last year (with a script that is good until 08/10), today we went to have her glasses adjusted as they continue to get so loose they fall off if she bends her head forward and have done so since purchase (we have to go back to have them tighten every 6 weeks or so), but that is not the problem. Today we asked for her PD number and the front clerk told us we could not have it. It wasn't until I demanded it by law that she called the optician up front. After about 10 minutes off trying to tell me that we were not entitled to it, I said fine explain it to my lawyer as it's a federal law that if asked they have to provide it. All of a sudden they could give it to us, but with a loud warning (as to embarrass us) that if we tried to buy glasses online or at a dept. type store I was risking my daughter's eyesight. We are done with this store. Also, I agree with many other's about their coupons. No matter want you do the coupon Never seems to apply to your order.

Karen of Spring, TX September 8, 2009

Lost my Rx that was left with the assistant for a for a later walk in visit. Lost of RX and unable to retrieve correct RX for contacts & Glasses due to their policies.

Patricia of Vestaburg, MI September 3, 2009

My Brother In Law Mike Rempp took me to The Pearl Vision Store In Mt. Pleasant Michigan and presented a coupon for the Buy one, get one free deal and was told that we could pick out any brand as long as it was NOT listed on the coupon as excluded. We picked out the Pair of Glasses each and He thought that the associate gave him the discount for buy one/get one free but they would not honor the special as advertised or even take the coupon and said that we would have to take it up with the corporate office. We have a receipt for full prices paid and NO discounts were given...please help him get a refund he deserves..I would have never took advantage of the offer and had him buy me New glasses because I have no insurance and no money to pay him back as this time and he is such a nice guy and hearing impaired thats why he wanted me to go with him in the first place to help him pick out his glasses and I feel we got taken advantage of this offer with any discounts taken...I can provide you with receipts and the coupon that the associate refused to honor.

Albert of tRENTON, FL September 3, 2009

on november 11, 2008 i purchased 2 pair of prescription glasses from pearle vision in gainesville, florida. i had a glare coating put on one pair. after about 2.5 months i noticed one lens was becoming hard to see out of. on close examination i found several bubbles on one lens. i took the glasses back to the store on february 02, 2009 and was told by an employee that they were not under warrenty. i spoke with the manager and he agreed that one lens had a flaw in it. we decided to replace the lenses with no tint on them and i paid 162.79 by check and was told i would be issued a check for half this amount since only one lens was defective.

i waited foe over a month and received no check. i called the manager and he said the check should have been sent out. he had me verify my address and phone number and said he would check on this and call me back. he did not call back and i called at least 6 times and visited the store 3 times in the next several weeks. each time i was told that a check should be sent out. the manager was very nice and on 2 occasions he talked with someone on the phone he told me that whoever he talked to was also checking on why no check had been sent out.

the last time i called he told me he could not understand why i had not received a check. he told me that he would get a phone number for me and rhat i might call someone to check on the problem. he never called back. i have waited another 6 weeks and i have heard nothing from anyone. this lens is clearly defective as anyone who looked at it could see.

i hope that pearle vision understands that word of mouth advertisement is more than radio, television or newspaper advertisement and at this point i can give no good advertisement. i am retired and i do not have money to waste.

Report Your Experience
If you've had a bad experience -- or a good one -- with a consumer product or service, we'd like to hear about it. All complaints are reviewed by class action attorneys and are considered for publication on our site. Knowledge is power! Help spread the word. File your consumer report now.

Share		Follow us on Twitter.