Complain about a product or service

Pearle Vision

Jane of Andover, MN March 19, 2009

Jane of Andover MN (03/19/09)
I called on a Saturday to inquire about if they were a provider for exams with my insurance and the person I spoke with wasn't sure without seeing my card and I was told to call my insurance company. Since this was a Saturday, I had to wait until the following Monday. I was assured that my exam would be covered at 100% by my insurance. So I called Pearle Vision at the Riverdale location and scheduled an appointment. I was told to come in a few minutes earlier to fill in the paperwork since I would be a new customer.

When I got there about 20 minutes ahead of my scheduled appointment, I was told that I wasn't in their system and that I had no appointment. Needless to say, since Pearle Vision can't even enter the appointment into their system, I won't ever be a customer of that Pearle Vision. This proves to me that this location lacks organization skills from the very start. So would I trust them with with eye care? Absolutely not!

Took off work to go to this appointment and loss time from my job.

Gloria of Sugar Land, TX March 17, 2009

Gloria of Sugar Land TX (03/17/09)
I chose Pearle Vision, because they are close to me. I went in for a eye exam on 2-5-09 and ordered my sun glasses. They were 346.37 with our United Health Insurance discounts.The glasses did not help me . I did not know the lenses were gray (they looked green) I use them for several days, made me dizzey. I went back in and we started all over. They ordered me brown lenses. I finally picked them up Monday 3-16-09. after I arrived home I was looking at my two statements. They did not give me my United Health Care Ins. discounts.

I called today 3-17-09 and the girl said that they replaced them for free. Will, their is a 70.00 to 100.00 difference in price. I think they should have given me credit for the difference. It was not my fault, that the first glasses did not work. It is like starting all over on the order. Plus I needed them so bad for several golf tournments. I can't believe you don't have customer satisfaction. I believe you owe for the difference on the glasses. They did not try to help me with the problem. Not happy with Pearle Vision! Gloria Morris

It cost me a lot more on glasses that should have been right to start with. To repeate, If you had applied the same Insurance and other discounts to my second pair of galsses then you would owe me about 70 to 100.00 dollars as the difference between the two sets of glasses. I would appreciate you sending me a check for this difference.

Shirley of Powder Springs, GA March 16, 2009

Shirley of Powder Springs GA (03/16/09)
I ordered glasses on 01/29/2009. I was promised a call within 5-7 days that the glasses would be ready. I did not receive a call. Called Pearl. Lenses were in, but not set and they would be ready by Monday. Glasses not ready. Pearl would call. No call. Called Pearl. Picked glasses up. Person dispensing glasses was noted to be cleaning agressively. Trusted Pearl and did not examine glasses. Noted that same P.M. that both lenses were cracked near nose piece. Returned to Pearl. Pearl would order new lenses and call me. No call. Called Pearl. Lenses were not ordered. Would order lenses.

Picked glasses up today March 16, 2009. Spoke with Justin who would not give last name, did not know email address or telephone #of corporate offices. States he is new manager. He informed me that I got great lenses. I infored him that between me and my insurance I paid over 600.00, more than 6 telephone calls and 6 trips to Pearl, they should be good lenses There was no way the technition that set the lens and the person dispensing them could not have know that the lens were defective. All I got was inaction, incompentence and inactivity for which no one accepts responsibility.

I will not be a return customer and will make sure everyone I know does not visit Pearl vision. 6 weeks to get glases is unaceptable. I don't expect anything from Pearl Vision, that way I am not disapointed, but I can and will boycot. Frustration, agravation, wasted time, and wasted gasoline. I don't expect anything from Pearl and am fortunate that I am not an elderly persn relying on Pearl Vision.

Lesley of Richmond, VA March 6, 2009

Lesley of Richmond VA (03/06/09)
I had lousy service at a competitor store and advised Pearle of my experience. I had great customer service, or so I thought. I was thrilled with my glasses, the first pair in years that seemed exactly right, but they weren't. My issue was how they sell the glasses. I had verbalized wanted scratch resistant lenses but nothing more was said on this. Within a few month, one lense was severley scratched with many horizontal lines. I treated these glasses with extreme care. Always in the case when not on me, always cleaned the the cloth that came with them. These cost me over 450!

When I went in to show them, they pulled out my file and said,OH, you have insurance on this. WHAT INSURANCE? I don't recall paying for insurance. They replaced the lens still costing me 55. It didn't seem right when it came back. I told them that the only thing it might have been was a small fortune size piece of thin vellum I had put in there. A memento of my trip to Italy. If vellum scratched these lenses, there was NO scratch reistance. I have plastic, under 20/pair, sunglasses that have hit pavement multiple times, been in sand coated beach bags, been dropped in the sand, etc. and not one scratch is on the lenses. They seemed not to have any idea what the problem could have been. I threw away the vellum fortune.

The second lense became scratched in the same exact fashion, no vellum to blame. There was NO explanation for this. Could they scratch if cleaned on a paper towel? The edge of my cotton T shirt? I don't think this is acceptable. By now the insurance was no longer applicable and they wanted almost 300 to replace the one lense. I have worn my scrathed Ferragamo's for over a year now, couldn't afford to replace them. Just had an eye check and the scrip has changed. I have a recommendation on the scrip for the type of coating to be used. I am going back to see if they will replace the lenses with the new scrip and to point out the failure of what they sold me originally. They should require NO insurance! I have owned glasses for 30 years and none of my other lenses have ever scratched.

I ended up paying for insurance that I had no idea I purchased to cover lenses that were scratched if you breathed on them. I paid and additional 55 to replace a lens and then they wanted over 300 to replace the other as the insurance coverage had run out. These are gradient lensed Ferragamo eyeglassesthat cost me over 450 to begin with. And that was with my insurance!

Les of Aurora, CO March 6, 2009

Les of Aurora CO (03/06/09)
I have seen all kinds of lame products, but these glasses take the cake. I bought no-line bifocals with the transitions lenses that are supposed to darken in sunlight. My glasses don't. I took them back to the store and they told me to put them in the freezer first. So I did that, and they darkened in the sun. But the next time I wore them outside, they wouldn't darken again. So I guess they expect me to always have a freezer handy. ]

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