ComplaintsforPearle Vision - Broomfield

• Initial Complaint

  02/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello BBB, I am filing a complaint against Pearle Vision, **********************, Broomfield , ** *****, for predatory sales practices that I experienced there on 02/15/2024 between 4:30 pm and 6:15 pm.In 90 minutes, salesman ***** disregarded my input and didnt follow through a condition I mentioned 3X: that as customer, Id be shown an itemized list of the order to sign off on before a charge was placed.Instead, just as the store was closing ***** put a folded envelope in my bag and I was shown the door. Later on when I looked at the paperwork, I found o bill of sale for glasses ***** had ordered for me and charged to my card that had none of the features Id just spent 90 minutes describing to him. He built the glasses on one of a handful of old, used, scratched up frames that he told me were mock-up tools that he used to scale the patients face, eyes and head before he showed me actual real new frames that Pearle Vision currently offers. Most often mentioned lens types mentioned by me to ***** during our 90 minute design consultation: Blue Blocking, Anti- glare, polarized, scratch resistant, grey tint.. I kept coming back to these points again and again because ***** never stops talking, never completes a response to a question, continually redirects the flow of conversation away from the topic at hand. The end result was being charged without my approval for a simple lens design that I did t want, built into an ugly, old, obsolete used frame that I didnt approve, with lenses that have none of the function Id spent 90 minutes trying to keep ***** on track about. No blue block, anti-glare, scratch resistance. No polarization. I called the store to cancel the order the next day but the manager had no interest in discussing the subject, and hung up the phone. I want a full refund of $669.49 that they charged to my credit card, without my ok. Thanks for your help with this issue, *********************

  Business response

  02/28/2024

  This complaint is erroneous. For one the glasses do have all of the items the customer asked for. We also dont sell used frames. The customer had plenty of frames to choose from.
  

  The customer was presented all options and pricing. The customer also signed the credit card receipt acknowledging the purchase. We didnt charge the customer without approval, the customer presented the card for the purchase. 

   

  the customer was also given the opportunity to exchange the frame or modify the lenses and the customer declined. No one hung up. 

  Customer response

  02/28/2024

   
  Complaint: 21351335
  
  I am rejecting this response because:
  
  none of what the business response includes is true. They have a salesman ***** who is not in integrity. ***** and I were the only participants during the transaction. The agreement was that I would be shown the itemized list of the glasses component before approval of the sale. That didnt happen. I mentioned constantly BLUE BLOCKNG, POLARIZED,GREY TINT,ANT-GLARE, ANTI- SCRATCH. The end product has none of thst. ***** said he had to run my card before we designed the the glasses. Then he just ran the charge for glasses that I do not want, handed me the charge receipt and the store close. I mean it when I say the collection of frame ****************** out looked exactly as he described them mock-up. It looked like he reached into a bin of open feames and grabbed as many as could be held in a clutch. These frames are not even inPearly Vision inventory anymore. There is no way I would have chosen any of them for the final product. I do and always have used blue blocking, polarized, anti glare, antid ratchet lenses. Why would none of the those features be built into these glasses? I had to mention these things to ***** constantly because of this method non responding fully to my questions, changing the subject and in general appearing to be incapable of retaining focus combined with ADHD symptoms. Show me where I signed off (signature) on the itemized list that represents that glasses at hand. Other ***** antics: theres no such thing as computer glasses, for computer use put on readers, arch forward  from the hips until your eyes are ***** from the screen and squint. For those who need the most protection from harmful UV, BLUE LIGHT, Regular flat frames with open sides offer greater protection to the eyes than wraparound. These statements seemed do obtuse that when I go home, I did some researching and found both staremtns to be false.
  these ar glasses that ***** designed without my input and charged without my approval. Im not ?? ng $669.49 for a pair of glasses on old, scratch, junk frames that will not serve the purpose I need from glasses, Pearle Vision should take responsibility for their employees actions. 
  *************

   

  Sincerely,
  
  *********************

  Customer response

  02/28/2024

  Regarding current business response: the customer (me) called 19 hours after the sale to cancel it due to the reasons Ive detailed, I was offered nothing from manager *****: no moducatiins to anything, ***** simply said there was nothing he could do about it. Everything Pearle Vision is countering this vomplsnt with is lies. Ive never ever encountered a business that has no concern for customer satisfaction, and,  experienced it I know every bit of what what Im saying. If ***** can prove sny of what hes alleging, or actually DOES NOW what he said he did a week ago, that would show genuine concern for this situation. But he hasnt and doesnt, which to me says its just talk. Prove it,  *****. Im not letting up on this. 

• Initial Complaint

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Pearle Visions website has a 30 day refund policy. This applies to all neighborhood Pearle VISION locations according to their website including Pearle VISION Broomfield. This was partly the reason why I decided to get my eye exam and glasses here, I felt secure in knowing that if something went wrong I could return my glasses, another reason is because they explicitly told me that they accepted my vision insurance. I decided to return the glasses that I purchased on 11/15/2023 for a total of $363.20. They again stated this price was after they said they took my insurance. After I had went in to exchange the glasses on 11/27/2022 they up charged me another $150.00 because I guess the exchanges glasses were more expensive. I left the original pair of glasses at their store as well. The next day literally less than 24 hours later, at 9:30am, I called to try to cancel the order and receive my refund instead after I spoke with my insurance provider and they informed me that they are out of network and DID NOT file any claims to my insurance so they outright lied to me. I spoke with a worker *** who flat out told me they will not cancel my order and I can't get a refund. I called again to speak to the store manager ***** and she refused to work with me to do a refund even after I informed her of the Pearle Vision policy that's listed on the website, she thinks that because they are a franchise they must be exempt from the refund policy. This was after she had the nerve to get irate with me for simply asking for a refund like is LISTED ON their website. If you want to operate under a chains name, you abide by their policies. Period. It shouldn't be a question or a fight. Now I've filed 2 separate complaints with their corporate office, one for my FULL REFUND OF 2 TRANSACTIONS one dated 11/15/2023 for $363.20 and one dated 11/27/2023 for $150.00 for the sham exchange that isn't even covered by my insurance. I am prepared to keep escalating this issue if needed.

  Business response

  11/29/2023

  Hello,

   

  I spoke to the customer and explained that her insurance was applied and used correctly. The customer seems to be unhappy with the frame she selected and we are going to exchange it for a second time for the customer at no cost to the customer. Also, our compny policy reads: "Our guarantee
  If for any reason you arent 100% satisfied with your eyewear purchase, you can return it. Bring the merchandise back in its original condition within 30 days of your purchase and well make things right.
  Well adjust, repair, exchange or replace with no excuses, and you dont need to provide an explanation. (Applies to original purchases, and does not cover accidental damage, scratches, breakage or theft)." It does not say that we offer refunds. The customer accepted the offer to select another frame and is happy with that resolution.

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