Pearle Vision

Tami

I went to Pearle because my health insurance and employer provided "incentives". However, in spite of these incentives, and a nice selection of frames not found at Walmart (name brand pricey stuff...Rayban, etc.), after only a couple of years I'm on my second set of lenses with the first set chipping in the corner, and now this second set has scratches...noticeable scratches, not to mention that the coating is coming off of the frame (yeah, the more expensive frame!), and I didn't treat the Walmart glasses any different than these.

I've only taken the time to mention this here because the last set of replacement lens took 2 weeks to get. And I should add that picking up the new lenses took an "appointment", and in spite of that appointment it took more than 45 minutes for them to put the new lenses in the frame. I had a lens replaced once at Walmart, no appointment, stopped in on the way home from work, and I was walking out the door in 10 minutes! I don't plan on going back to, or dealing with, Pearle again. After the long wait to get them in first place, and the dramatic process of getting lenses replaced...twice is enough.

I will add that the glasses I got at Pearle were considerably more expensive than their Walmart counterpart, but I liked the frames...and it evened out a little by the "incentives"...but in hind sight I wish I'd have gone with Walmart then...as I will now. In fact, I'll just start using/wearing my old glasses. Sometimes you get what you pay for, sometimes not so much.

I patiently waited 2 days longer than that, returning the same day the following week after I had started to wonder why I was not yet contacted. The clerk checked on things, and realized that the company had stored my frames in the back room, and never sent them to the location that was supposed to fit the lenses to them. She then claimed that with the included shipping and handling time that was still necessary, it would take at least another 3 business days to complete my purchase.

At this point, I was upset and felt that I deserved to be compensated for their errors. I was set in the corner to wait for a manager for the better part of half an hour. After complaining a bit to the manager, she agreed to give me a 14% refund for my troubles, and to get the glasses completed for me and back to the same store ready to go by no later than noon the following day. This felt reasonable to me and I left feeling comfortable that they had done a good job of making amends.

No more than an hour later, I received a call from their store stating that they didn't think they could install the lenses without breaking the wiring in the frames and destroying them completely. At this point, I was given one of two options, accept a refund and come get the frames the next day, or give them permission to destroy the expensive frames while attempting to fit the lenses. I made it clear that I didn't like either option and deserved more than a full refund for all my time and travel, but they refused. At this point, I did not trust anything that they were telling me, and insisted on getting the location that the frames were currently at, multiple cities away, and rushed out to retrieve them before the store closed and more problems could arise.

When I arrived at the store, they had the police there waiting for me, and they refused to do anything other than refund the purchase price of the item that they refused to sell to me. No compensation for my time, reneging on their promises, or the gas and wear and tear on my vehicle with the multiple trips I had to expend to straighten things out, included the extra long drive required to retrieve my glasses. And the case that I had left them in had conveniently disappeared, while they claimed that they never accept cases to protect expensive frames that are brought in for service. Then the company had me trespassed from their store for good measure. All because I insisted that they follow through on a contract.

My eyes get so tired by the end of the day I can't read my computer screen! My eyes are watering and stinging. Store bought cheaters from CVS do better!!! And it took 3 tries to get them good enough to carry out of the store... The distance glasses were worse. Can't use them at all. I gave up trying. The reading glasses are the best of the lot, but these too are no better than $20 dollar glasses from CVS. Which I'm wearing now (after $1600 :-/ ).

I asked if I should go ahead with ordering glasses until after the follow up exam. I noted that my parents had cataract surgery and have not worn glasses since their lens implants. He said I should order glasses, but would be able to change the order after my follow up exam, if necessary. I had my Ophthalmologist exam 3 days later, which confirmed cataracts. My Cataract Surgeon confirmed that trifocal lenses could be implanted that would most likely eliminate the need for glasses. I called to cancel my + $1000 glasses order 3 days after leaving the store. The store refused the cancellation, claiming the new lenses were already made.

My wife was now upset that we were suddenly being blamed, especially since she purchased her glasses the same day and could see through her lenses just fine. I explained that this couldn't be possible since I kept my glasses in the case when not worn and polished them with the tools that Pearle Vision gave me. My wife knew that I took excellent care of my glasses and she asked for the manufacturer's information. I contacted the manufacturer who also would not help. I issued my concern with the Better Business Bureau and the Attorney General and learned that the owner of the Pearle Vision franchise that I purchased my glasses from lied to the Attorney General stating that I was negligent in caring for my glasses.

If I had known that the coating would fail, I would have NEVER bought it! We even told Jim's store manager that had they been transparent with this known issue before anyone bought, no one would! The store manager said nothing. I am concerned that others have experienced this same issue and were blamed like we were that the damage was due to negligent care. I am concerned that Pearle Vision knows that 99 out of 100 will replace their prescriptions every two years anyway and if not, fall victim to being blamed for not taking care of their glasses. Pearle Vision and its supplier can then continue to make a substantial profit, continue the lie, instead of owning the outcome of a known problem.

I replaced my prescription glasses with another eye care organization. I was told that these coatings are known to scratch and even chip! If a material used in the manufacturing process is known to last a limited timeframe, this information should be disclosed before purchase. We were given a 12 month warranty when Pearle Vision and the manufacturer KNEW that the material would fail shortly after that. How poor does it get when we cannot even trust a medical institution to care for us in an ethical manner.