Complaints

• Initial Complaint

  08/30/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On July 10th 2022 I paid $1,246 for a pair of prescription glasses and frame, one pair of non-perscription sunglasses, and a years supply of contact lenses for myself and a six month supply for my spouse. I also had the eye exam however my insurance covered the cost. Once the exam was over, the doctor came back with a trial of ***** and ***** Ultra type contact lenses. I told him that I liked Biofinity, the brand I always used, but he ignored me. I tried on the lenses anyway and hated them. My vision was much worse than if I had nothing in at all so after 5 minutes of blinking and irritating my eyes I took them out and the doctor went to get what I thought was a different brand of contacts. I attempted to read the letters after trying on the contacts but struggled both times. Since I have astigmatism in both eyes with a different prescription for each eye they did not have a trial pair for me but I was told assured the lenses were correct. After a few days I received the contacts in the mail. One of the contact boxes was open, however I didn't think much of it and opened another box (for my other eye) and attempted to wear the contacts but after a few days and never once getting clear Vision, I had enought and went back to do a return. Pearle Vision return policy is, "30 days no questions asked." ****, the manager refused to take back the return even after the handful of questions she asked stating to me that they can't take back opened boxes. I also wanted to return the sunglasses and was refused that as well stating that I need to have the case to do the return. **** talked a lot. She said a lot of things mostly excuses but none of what she said was actually legitimate and sometime just plain not true at all. I had one unopened box out of the four. I contacted Luxottica to make a complaint and I'm attaching the emails that was the response I recieved.

  Business response

  08/30/2022

  uxotticaretail.com> Tue, Aug 30, 2022 at 2:15 PM
  To: ******************* <*****************************************************>
  Hello *****,
  
   
  
  Hope you are having a great day! Can we please have this BBB transferred to the Independent Pearle? 
  
   
  
  *************************
  
  Complaint ID: ********
  
   
  
  Franchisee: ******************** and ***********
  
  GM: ***********
  
  Email: *****************
  
  14150 **********. Ste. E1
  
  Bellevue, **, 98007
  
  **************
  
  Thanks,
  
  *********
  
   Customer Resolution Team
  
  ***********************
  
  4000 ****************
  
  *****, ** 45040
  
  

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