Complain about a product or service

Pearle Vision

Wilson of The Woodlands, TX July 20, 2009

I have been wearing glasses for over 45 years and have never experienced a problem like this. June 2, 2009 – After selecting a pair of frames, I explained to the manager that I had a neck fusion and was unable to move my head from side to side nor up and down. I worked on a computer all day long and need to be able to look at my keyboard and the screen without having to move my head – only my eyes. The manager took my order without looking at my current glasses and checking that the glasses I selected were going to fit. I paid the full amount of 300 as requested to place the order. – The glasses arrived approximately 2 weeks later at which time I mentioned that they were very uncomfortable but would try them knowing that they were new glasses and a new prescription.

I wore the glasses for about a week trying to adjust to them. I had to reposition them each time I tried to read. I was unable to use them to work on a computer for I had to attempt to continually move my head, which is impossible. I noticed that the trifocals were out of horizontal alignment by several millimeters.

I returned to the store informing the sales staff that the glasses were very uncomfortable and not usable for computer work, as I had requested. The manager was not in and told to return the following week and visit with him about a refund. – I returned the following week on June 30, 2009. I requested a full refund as the glasses would not work for me. The manager insisted that he could fix the problem by sending them back to the lab and remake the lenses to match the design of my current ones (why did he not do this in the first place?). After much discussion, I reluctantly agreed to try it one more time (here we go again – another 10-14 business days). I had to pay an additional 25 to have 35mm lenses.

Approximately two weeks later, I received a call that the glasses were in and then immediately another call that they would have to be sent back to the lab for adjustments on the clip-on dark glasses (another 2-3 days - here again, why was this not done the first time?). I told the sales clerk that I was very dissatisfied with the whole situation, and wanted a refund. The following day, I received another call that the glasses were back and I could pick them up.

July 15, 2009, I decided to give them one last try. The salesperson was unable to adjust the temples of the glasses to fit properly and said that they had to go back to the lab to have the temples cut down and reshaped (another few days). This was the last straw – I informed the salesperson that I wanted my money back. He refused saying that I should have noticed all of these problems the first time that I came in. Who is the optical professional – not me and definitely not those at this Pearle Vision center?

I find that the store manager is very incompetent as a dispensing optician. He did not know how to fill a prescription properly or adjust frames. It seemed that he was not in the store on all calls and several of my visits. This store paints a very poor picture of Pearl Vision to the public. I would hope that this store is an exception to the many Pearl Vision store in the nation.

Tammy of Clinton, OH July 16, 2009

Eighteen months ago I purchased my set of glasses from Pearle Vision. About 2 months after waitng 7 days to recieve them the lenses crack. I call Pearle Vision and of course they are still under warranty and are fixed for free. A few months after recieving them again the same thing happens and again they are fixed for free. After we hit the one year mark with the warranty expiring, they crack again, this time I was to pay 100.00 to get them fixed because the warranty was up. I didn't agree but I am a teacher and I need to be able to see, so I paid.

One week after waitng 10 days for them to be fixed again,I get my glasses back and within that week they are cracked again.I contact Pearle Vision once more and they agreed to have them fixed free of charge with the explanation of "We don't understand why this keeps happening?"Needless to say about 6 weeks later they are now cracked again. I contact Pearle Vision speaking with a manager named Sharina explaining to her I don't want these glasses fixed again. I want a full refund of the entire purchase price plus the 100.00 I had to pay. I said if she cannot authorize a refund check then I would like to know the name of the person who can so I can deal directly with them. I told them we can handle this issue between us or I can get an attorney. I do not have money to put out for new glasses without a refund.The woman sai "get an attorney"

All I want is my money back so that I can go get a new pair of glasses.I am driving around not being able to see working everyday and not being able to see. I have dizziness and have been seen by the DR.and given medicine to help keep it under controll. Of course the dizziness is caused by not wearing my glasses which are always broke. I have made multiple trips to this store to drop off glasses and pick-up glasses. I have spent alot of my time over the past 18 months speaking with theses people on the phone which is a long distance call from my house.All I want is my money back. If there is more to get out of this then lets go for it.

David of Leesburg, FL July 7, 2009

I got satisfaction, within one hour of filing the original complaint. I don't know if my complaint helped or not, but satisfaction. There is hope for customer service. Thank you Pearle Vision.

David of Leesburg, FL July 7, 2009

I went into the store several weeks ago with a script from my Physician for glasses. I explained to the lady present that I wanted progressive transition lense glasses, so that I could drive my patrol vehicle, and observe the computer screen in my vehicle. Also at times I would wear them driving a patrol motorcycle. She gave me two pairs of frames to choose from. Out of hundreds of frames, I felt that she was making me choose between the only two frames available for my glasses. I purchased allegedly one pair, and getting one pair free, for 500.00 including a discount because of vision insurance I have.

I wore the glasses once while working, but they are ugly as sin. I went back to the store today, and another lady assisted me, she informed me I could pick my frames, suggested one pair that looked decent, and I picked another pair out to use as sunglasses. She told me I would have to come back later to be helped with a refund, and reordering glasses. I went back in this afternoon, and the original lady was present, and was rude to me. She told me I would have to come back in later, or tomorrow to take care of the problem. My office is next door to this business, and everyone in the office wears glasses. Do you think I will suggest Pearle Vision to them?

Christine of Schaumburg, IL June 27, 2009

My daughter and I had an eye exam on 6/26/09 (at 11:00& 11:30 am) and I was not told they (Pearle) were no longer taking our insurance plan for eye exams until after we had our exams completed. We were returning customers. Pearle had accepted our insurance plan before.

Evelyn of South Lyon, MI June 22, 2009

On June 20, 2009, I had a prescription filled for new glasses. My vision planned listed Pearle Vision, so I went to the one at 43271 Ford Rd, Canton, Michigan.

My complaint is that I had to pay full price for a pair of glasses, which will not be ready for 10 days. First, no one should pay full price before you receive the merchandise; second; what happens if I do not like the way they fit; and third, 10 days is too long to wait for a pair of glasses when you pay the full amount before you get the glasses. I did ask if I could pay half and was told no. Since I definitely needed the glasses, I did not have much choice because I had to use a company that is covered under my eye plan.

My husband and I are both retired and in our 70s. This is money that should be sitting in my bank account and not Pearle Vision. I feel a down payment should have been sufficient.

Daisy of Chester, NS June 15, 2009

This is to follow-up on a previous complaint regarding the lens that Pearle Vision put in my frames and with in a very short time cracks appeared in both lens. Last month, more cracks appeared and at time of writing there are 5 cracks with one shooting across the middle of the lens. This means I have to pay for new lens shortly and certainly will NEVER, NEVER, NEVER, use Pearle Vision again or recommend them, even to my enemies ! This is an expense I can well do without and can well afford. Also, I will have to go without my glasses for a week or more while the lens are being put in. This type of business should not be allowed to 'feed' on unsuspecting people.

Joe of Austin, MB June 7, 2009

To put it in a nut shell, the young lady I dealt with in Brandon MB at the shoppers Mall would not for some un canny reason give me my perscription that they had in their computer because she said that the DR. next door who has controlling interest inthe store has to give her permission

Joe of Austin, MB June 7, 2009

To put it in a nut shell, the young lady I dealt with in Brandon MB at the shoppers Mall would not for some un canny reason give me my perscription that they had in their computer because she said that the DR. next door who has controlling interest inthe store has to give her permission

Brian of North Bay, ON May 29, 2009

I just purchased new glasses with the Easyview lenses and I don't know whether I am having a problem adjusting or if the lenses are incorrect. First of all, I felt like I was rushed out of the store yesterday after dropping nearly 600 on one pair of glasses. The first optician I dealt with was very helpful and I made the fitting appointment with her. However, the day for fitting came and no one had called me so I just showed up at the appointment time. Unfortunately, the Optician wasn't there and I dealt with two other people that seemed to be in a rush for some reason. Also, this is my first experience with an Easyview lens so I really didn't know what to expect. The first woman put the glasses down in front of me and handed me a card. She told me to check my vision with the new glasses. Then, she realized that I needed fitting so she called the Optician and walked away. The Optician came over, looked at my glasses and took them away. She adjusted the temples (I think) and asked me to try them on. I told her that they seemed to feel OK but I wasn't sure. I mentioned that my peripheral vision was blurry and she told me that that was normal. Then, I asked her what the lens focus was supposed to be in the upper outside quadrant of the lens. I asked this because my distance vision was only clear in the very center of the lens. She told me "Nothing.". In other words, outside of the center upper part for distance and the lower portion for reading, the rest of the lens not set up to focus on anything. She also told me that I would have to get used to turning my head to see, implied that it was no big deal and I would get used to it in a couple of weeks. Well, frankly no one told me that I was going to have "tunnel vision" glasses where I could only see distance clearly in the very center of the upper portion of the lens. Even at that, traffic lights look oval shaped in the distance (where the oval is on a 45 degree angle). I haven't been back to the store yet. However, I expect to return these lenses and go for a single focus lens again because I like to be able to use my peripheral vision and move my eyes without having to turn my head. How about putting Canadian provinces on the email form for pearlevision.ca? How many organizations send their entire customer service staff on a one day training course - all on the same day? I ended up writing this email instead of talking to someone on the phone.

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