ComplaintsforPearle Vision

• Initial Complaint

  03/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid just under $1000 for my glasses from Pearl *********************** But Pearle Vision cannot get my prescription or glass cut right. My distance is extremely blurry, in fact, I see better at a distance without their glasses on. Theyre telling me I have to get used to them, ive been wearing glasses for 45+ years and theres no way you can get used to glasses that are this blurry. The customer has no recourse at all with Pearl *********************** Now they wont give me my money back because I was unaware, nor did they point it out, that they dont give refunds, Yet it says 30 day satisfaction guarantee. Basically theyre saying its my fault that I cant get used to this prescription. So Im out $980 and they will not do anything for me except continue to change the prescription and glass to maybe get them right. Every time they make a change it takes three weeks for them to come up with new lenses and then I have to travel 60 miles round-trip. My 30 day satisfaction guarantee will expire before they get it right since it takes 3 weeks for them to make them. This is wrong they should give my money back so I can go elsewhere that will do it right. They corner the market and keep you from going to their competition if they cant get the glasses right. So theres no accountability with Pearl *********************** Help!!!

  Business response

  04/01/2024

  To whom it may concern, 

  We are a franchise Pearle Vision in *********, **.  We do not handle complaints for any other Pearle Vision locations as we are not connected, nor are we customer service for all of **********************.  Every time we have received a complaint from the BBB that is for all other Pearle Visions, we have sent this reply.  We have also requested multiple times that you remove the email address for our Pearle Vision in *********, ** **************************************** from whatever form of communication it is that these customer complaints keep coming to our location.  Please discontinue sending any customer complaints to our email unless it is specifically for the Pearle Vision in *********, **.  

  As a franchise Pearle Vision, we are not connected to any other Pearle Visions.  When we have customer concerns at our location, the Business Manager of that specific location handles all customer concerns.  We do not have an email for patients that did not purchase at our office as we do not have a corporate customer complaint email because we are not corporate.  We did make a phone call on your behalf to a corporate location and were able to find a customer service complaint phone number **************.  This phone number is only for corporate locations though.  If the location that this customer purchased their eyewear from is a franchise like our location, this phone number will not get them anywhere as it is for corporate locations.  If the location the customer purchased from is franchise (privately owned) they would have to contact the location that they purchased the product from and obtain the proper contact information for filing a complaint.  The location the customer purchased their eyewear from would need to provide their complaint process & information to them. As a franchise, we are privately owned and are unable to provide any additional help with the concern.  If you were in ********* and a customer of ours,we would be able to take care of your request.  We handle all of our customer concerns in house.  We have zero involvement with any other Pearle Vision.  We again are requesting that the BBB remove our locations contact information for any other Pearle Vision besides our own.  

  Thank you,
  Pearle Vision *********

• Initial Complaint

  10/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ordered a total of four products 2 complete pairs of glasses and two sets of lenses one that are sunglasses from ******* one month pass. I still have not received my product on two separate occasions. I went to the store. I need to find that the lenses I did come out didnt fit the lenses they were designed to fit. Ive been forced for the last month to wear cracked lenses to a professional because without glasses without sunglasses, which I had a pair and left those with establishment to replace the lenses for driving without the glasses as close my eyes incur injury for the lack of eye protection in the sun and while driving. I got a call with the glasses are ready I got there. The glasses were not ready. The lenses did not, but again that was on two occasions.

  Business response

  11/01/2023

  To whom it may concern, 

  We are a franchise Pearle Vision in *********, **.  We do not handle complaints for any other Pearle Vision locations as we are not connected, nor are we customer service for all of **********************.  Every time we have received a complaint from the BBB that is for all other Pearle Visions, we have sent this reply.  We have also requested multiple times that you remove the email address for our Pearle Vision in *********, ** **************************************** from whatever form of communication it is that these customer complaints keep coming to our location.  Please discontinue sending any customer complaints to our email unless it is specifically for the Pearle Vision in *********, **.  

  Thank you,

  Pearle Vision *********

  Customer response

  11/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Please, provide correct customer service email to contact instead of just complaining about being the wrong contact. Although not the BBBs intended contact, this  location is a Pearle Vision shop and represents the Brand. As such and from a consumer perspective, I would expect that a response be provided politely and with professionalism by containing the correct contact which I dont see included in your remarks. If I am mistaken, my apologies. If I am correct then I see Pearl ********************** has a culture of consumer disregard. I will pursue other alternatives and Avenues to ensure the responses and brand is outed about its culture obvious leaning toward very poor customer service practices. 

  
  Regards,
  
  *********************************

  Business response

  11/02/2023

  As a franchise Pearle Vision, we are not connected to any other Pearle Visions.  When we have customer concerns at our location, the Business Manager of that specific location handles all customer concerns.  We do not have an email for you as we do not have a corporate customer complaint email because we are not corporate.  We did make a phone call on your behalf to a corporate location and were able to find a customer service complaint phone number **************.  This phone number is only for corporate locations though.  If the location that this customer purchased her eyewear from is a franchise like our location, this phone number will not get her anywhere as it is for corporate locations.  If the location the customer purchased from is franchise (privately owned) she would have to contact the location that she purchased the product from and obtain the proper contact information for filing a complaint.  The location the customer purchased her eyewear from would need to provide their complaint process & information to her.  As a franchise, we are privately owned and are unable to provide any additional help with your concern.  If you were in ********* and a customer of ours, we would be able to take care of your request.  We handle all of our customer concerns in house.  We have zero involvement with any other Pearle Vision.  We again are requesting that the BBB remove our locations contact information for any other Pearle Vision besides our own.  

• Initial Complaint

  09/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 6/2/2022, I purchased a pair of Silhouette brand eyeglasses from Pearle Vision in *********, ** for $792.25. The purchase included a 1-year protection plan that Pearle Vision insisted I had to purchase because they claimed the lenses often scratched, shattered, or cracked. I have purchased this brand from other opticians and never had a problem.I received the glasses shortly after purchase but I had to return to Pearle Vision twice. Despite asking for a thorough fitting when purchasing the glasses, both the frame and lenses were off. One month after receiving the glasses, a scratch appeared on the lenses. I tolerated it as long as I could, then went back to Pearle Vision for a replacement pair of glasses under the protection plan. The customer service at this ********************** is substandard so I dreaded going back.I paid $50 under the protection plan for replacement glasses on May 12, 2023. I was told I would receive a call when the glasses arrived, and that it could take up to 3 weeks. Over the course of the next 4 months, I called and emailed several times asking about my replacement glasses. I was given a litany of excuses: the lab broke the lenses while inserting them into the frame; then the frames were on back-order and "maybe the lens will break again". Pearle Vision never called me during this period and did not answer my emails asking for an update.When the glasses finally arrived 4-months after placing the order, my prescription had changed, but even if I had the same prescription, it is unacceptable to wait 4 months for a pair of glasses. Pearle Vision blamed the lab, but my purchase contract was with Pearle Vision, not their lab. My requests for a change in prescription or a refund were denied, so I am trying to resolve this through BBB before filing in small claims court.I am requesting a refund of $497.95 ($413 lenses + $34.95 protection plan + $50 cost of replacement). Receipts can be provided upon request.

  Business response

  10/09/2023

  The patient purchased her glasses on 6/29/2022. She purchased a protection plan that covered her
  eyewear for damage, breakage, scratching or natural wear and tear for up to a year from the original
  purchase date. The protection plan allows one replacement of the frame, and one replacement of
  the lenses at a $25 copay each per frame and lenses, totaling $50 to replace the whole pair. The
  damaged product must be returned in exchange for the new product. The new product replaces
  exactly what was originally purchased. The protection plan does not cover prescription changes.
  The patient came in on 5/12/23, she paid her $50 copay to replace her frame and lenses under the
  protection plan. The replacement pair did take longer than the normal order time frame given of 3-4
  weeks. With Silhouette drill mounts, we typically tell patients a time frame of 6-8 weeks due to the
  nature of how they are made. To process an order for a Silhouette drill mount, we have to order the
  chassis from the manufacturer. Once the chassis arrives in the store, we then have to ship it to the
  lab. Once the chassis arrives at the lab, they start the process of making the glasses. There are
  additional steps in making drill mount eyewear that expand the time frame it takes for them to arrive
  back to us at the office. We did have issues with the lab regarding the patients order. The lab lost
  the replacement chassis we shipped to them not once, but twice. Due to that, we had to outsource
  the patients replacement eyewear to another lab. We ate the cost of the 2 lost chassis and having
  to use another lab. To activate the contract and have the damaged pair replaced using a protection
  plan, the copay must be paid. The copays for protection plan replacements are non-refundable. We
  have a zero tolerance no refund policy. This was not a brand-new pair of glasses that the patient
  paid for. This was a replacement pair. While we understand that the time frame was longer than
  expected, we still provided the patient with her replacement pair of glasses under the protection
  plan. Our team stayed in contact with the patient throughout the replacement pair order process. As
  far as the purchase contract the patient referred to in her complaint, Pearle Vision fulfilled that
  contract. She was wearing the pair of glasses she purchased on 6/29/2022 for almost the full year.
  There isnt anything that wasnt fulfilled from her original purchase. The patient chose to use her
  protection plan to replace her glasses before the protection plan expired. While the process took
  longer than expected, we still fulfilled the replacement order. We are including copies of the original
  purchase receipt, the protection plan replacement receipt, and a scanned copy of the **** (Pearle
  Eyewear Protection Plan). At the bottom of both of the patients receipts you will see the notice of
  our zero tolerance no refund policy. Highlighted parenthesis on the protection plan brochure show
  where delays in the order process or availability in product is excluded from the protection plan
  policy. There is nothing further that we will do for this patient.

  Customer response

  10/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  1. There is a reasonable timeline in which an eyeglass orders should be filled. Four months far exceeds the definition of reasonable, as most prescriptions are only viable for one year.

  2. Pearle Vision (PV) told me that it usually takes 2-3 weeks to fill Silhouette eyeglass orders. It took less than 2 weeks to receive my first pair. PV never informed me that it could take 6-8 weeks to receive the replacement (it took 4 months), nor is it on any of the receipts I received. Pearle Vision never contacted me during those four months. I initiated all contact. My email to the manager (attached) went unanswered.

  3. PV gave me 2 different reasons for the delay, and now, in their response, they claim a third reason.  

  4.  Even if a problem at the lab level caused the delay, that is not my problem. The lab is a 3rd party, contracted by PV. My agreement is with the retailer I purchased from.

  5. A reputable company would have kept me updated on any delays and/or offered compensation. Despite, PV's contention that they fulfilled their obligation, the replacement glasses are useless to me.

  6. I never received a **** from PV, so their quote of the fine print in meaningless. Regardless, most customers do not go through pages of fine print. Unscrupulous companies will often take advantage of these types of legal grey area. My signature is not on any of these documents.

  7. I have attached copies of the receipts I received, one of which differs from the receipt submitted by PV as an original. When I went in to PV to order the replacement glasses, I was quickly ushered out because it was a Friday afternoon, around 3:00 pm, and the employees were anxious to get out and close the store. 
  
  Regards,
  
  ***************************************

  Business response

  10/19/2023

  We have reviewed the patients response.  Our original response stands. 
  1. This was a replacement pair. While we understand that the time frame was longer than expected, we still provided the patient with her replacement pair of glasses under the protection plan. Our team stayed in contact with the patient via telephone throughout the replacement pair order process.
  2. The replacement pair did take longer than the normal order time frame given of 3-4 weeks. With Silhouette drill mounts, we typically tell patients a time frame of 6-8 weeks due to the nature of how they are made. To process an order for a Silhouette drill mount, we have to order the chassis from the manufacturer. Once the chassis arrives in the store, we then have to ship it to the lab. Once the chassis arrives at the lab, they start the process of making the glasses. There are additional steps in making drill mount eyewear that expand the time frame it takes for them to arrive back to us at the office.
  3. As we stated, we did have issues with the lab regarding the patients order. The lab lost the replacement chassis we shipped to them not once, but twice. Due to that, we had to outsource the patients replacement eyewear to another lab. We ate the cost of the 2 lost chassis and had to use another lab.
  4. Pearle Vision is the original retailer you purchased your original eyewear from.  The replacement eyewear which we are referring to, is contracted for replacement through our warranty company when you purchase a protection plan (****), which you did.  The brochure attached for the ****, which stands for Pearle Eyewear Protection Plan, lists the details of the replacement.  This was a replacement under warranty, not a new pair of glasses.  The glasses were only new when you originally purchased them on 6/29/2022.  As provided in the original response, we are referring to the document that explains the contract of the **** purchased states under the terms and conditions in general exclusions: (12) Incidental or consequential damages, including but not limited to, any delay in rendering service under this contract or loss of use during the period that the product is at a repair center or otherwise awaiting parts.  The contract states we are not held responsible for any delay in rendering service under this contract or loss of use during the period that the product is at a repair center or otherwise awaiting parts. Therefore, we are not held responsible for the time it took for your replacement pair to come in.
  5. While we understand that the time frame was longer than expected, we still provided the patient with her replacement pair of glasses under the protection plan. Our team stayed in contact via telephone with the patient throughout the replacement pair order process.
  6. The patient purchased a **** (Pearle Eyewear Protection Plan).  It is listed on her original purchase receipt from 6/29/2022 as Pearle Eyewear Protection Plan.  That is how she was able to get a replacement pair.  Without the ****, there would not have been any replacement available.
  7. Our office closes at 5 pm on Friday, not 3 pm.  No employees rushed the patient out.  When the patient came to pick up her replacement pair, she refused to allow the Assistant Manager to adjust the replacement eyewear.  The patient stated to our Assistant Manager when she tried to adjust them, You dont have to adjust them, they are of no use to me, and she left.
  
  In closing, there is nothing further that we will do for this patient. Please refer to the **** brochure provided as an attachment to the original response.

• Initial Complaint

  09/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to PearlVision on July 24, 2023, on ****************, ***********, ** *****. The first pair of glasses I got took almost 2 weeks to get. They didn't call me when they came in, I had to stop there and they said, "they just got here". I could not see out of them and I was told to wear them fort another week because "MY EYES WOULD ADJUST TO THEM". So I came back in a week and still could not see out of them and she ask me to look at this huge sign at the back of the room and ask me if I could read it, and of course I could so she tells me that my eyes were adjusting to the glasses and to wear them another week. I have NEVER HEARD OF SUCH BS. So after another week I went back and could not see. They did another eye exam a couple of weeks ago and my glasses are till not here. I stopped by there today and she said the *** called her (even though she told me the reason she never calls me is because they are having phone issues) she said that the lab messed up the glare stuff they put on glasses, but I did not want the glare stuff at all, I paid over $900 for these glasses, this is the worse place I have ever been to. In all my years of getting glasses never has it taken two months to get them. Someone needs to be held responsible as she told me "it wasn't their fault it's on the ***". The Lab is overseas to boot and the phone service has been having issues (them getting people's calls and voice messages, which I don't for one minute believe. I want my money back so I can go someplace that cares about the customer and customer service and not have an attitude of "you can't do anything" about it. I'm so fuming upset at that establishment's workers, they are the worse.

  Business response

  09/14/2023

  This complaint came through to a Pearle Vision in *********, **.  We are a franchise Pearle Vision, privately owned.  I am the Business Manager for this location only.  I do not manage any other offices in **, let alone another state.  I have kindly requested in the past that you remove our email for the contact for all Pearle Visions as we are not responsible for any other location besides the *********, ** location.  I see that we still have not been removed.  Can someone please take care of removing our email as the "complaint email" for all Pearle Visions. 

  Thank you,

  Pearle Vision *********

• Initial Complaint

  07/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  02/2023 Went in for an eye exam and got my first pair of glasses which hurt my ears and nose to the point that I did not even able to wear..so they changed the frame which was no better ..they never adjusted the frame to see if it was good for me..went back..turned out the prescription was wrong after they changed the prescription they tried adjusting these frames almost 8 x and still in the process of trying to fix the frames to work without hurting my face and head.. I do not have money to get another pair..I have reached out to customer service..they say can't help it's to late. Well since Feb I have not been able to wear these glasses for more than a week and they claim u have 30 days I want a full refund so I can go else where .. somewhere that will help u choose the right frames before actually leaving the building someone who takes the time to tell you before you buy that these frames have had problems and change shape with the heat..hello I live in ******* all we have is heat..they told me to keep myself near a fan or they will keep switching shape.. I have to go back to adjust again.. suffering from major headaches and no help or relief to be able to see..what is up with this..why does this aco.not care how they service their patients..

• Initial Complaint

  06/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  They got my script wrong. Had to go to another eye doctor to get them checked. They reordered them and the office manager put my new lenses in the wrong sides. All in all I paid $1600 for the most expensive glasses Ive ever had then the worst experience in my life!!

• Initial Complaint

  06/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I came to Pearl ********************** for an eye exam and new glasses in late May of 2023. Between my insurance and I,the total cost of the glasses was over $1,400.00. I had my new glasses for about a month when the safety tab on the back of the glasses fell of without me knowing. They were not abused in any way and the frames showed no reason for the malfunction. I returned to Pearl ********************** to see about getting them repaired when I was told they would have to order a new frame because they didn't have the part needed to repair it and that they shouldn't have broken in the first place. Two weeks later, June 13th 2023, I went to pick up my new frames when I was informed that I had to pay an extra $30 for the frames and that I was lucky that I had the warranty that i was not informed of in the first place, otherwise I would have to pay for the $1400.00 frames all over again. At this point I ask why I had to pay for the new frames as it was a product malfunction and was not my fault. I was told that's just policy and they couldn't do anything about it. So I paid the $30 for the new frames and started to put the old frames in my glasses case since at that point I had bought two pairs of frames. I was then told I couldn't keep my old frames because they had to send them back for a replacement for their shop. I told them that it didn't seem right that I had to pay for new frames to replace the original ones that was poor quality in the first place and to top that off, now I couldn't even keep the ones I bought and that they would profit from my loss. I will be reporting them to my insurance and I should be refunded the $30 I paid for the replacement frames that according to them shouldn't have broken in the first place.

• Initial Complaint

  01/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  I had an eye exam and ordered new lenses on 11/14/2022. The lenses were to be in in 3-4 weeks. On 12/9 I call and was told they had "broke" but they were reordering them. The week of Christmas I was told they had come in. When I tried them on the prescription was wrong, which the manager agreed it had been wrongly inputted and they would have to be ordered again. Today, 1/11/2023 they still do not have my lenses and I have asked to have my order canceled and take my prescription elsewhere to be completed. They refused stating they have a no return policy. They also said I would have my lenses by now and I don't. I wish to order my lenses from a office that is competent and believes in customer service.

  Business response

  01/23/2023

  To Whom It May ************************ was seen at our office on November 14th
  , 2022, for an eye exam, and she purchased lenses
  for her own frame. Before being seen for any services or purchasing any products, ***** signed off on our
  policies for consent to treat, HIPPA, and understanding she is responsible for all out-of-pocket expenses up
  front at the time of service. Before moving forward with the purchase of new lenses for her frame, *****
  signed off on the patient own frame waiver releasing liability in the handling of her frame. The signed
  documents included in this response from the patients supporting this are numbered 1 and 2 in the attachment.
  

  ***** was aware of our no refund policy; it is stated at the bottom of her itemized receipt that was
  reviewed with her before she left the office. The documents included that support this are numbered 3 and
  4 in the attachment. Our product is custom made. Prescription lenses cannot be resold, that is why we have a no refund
  policy.
  

  The credit card was charged $364.95 on 11/14/22, which $364.95 was the exam and glasses with
  the protection plan. We did refund the protection plan (*****) to ***** on 12/21/22 as a courtesy because
  ***** stated she didnt want the protection plan. The protection plan is not custom made, and that does not
  impact any of the custom-made product. The documentation ***** submitted for the amount being
  requested to refund is incorrect. Due to the custom nature of our product & services we do not issue
  refunds, but if we did, the amount would only be $281. The supporting documentation included for this is
  numbered 5 in the attachment.
  

  We left a message for ***** on 1/18/22, we needed to discuss her order with her. We were offering
  to provide her with a new frame (in exchange for her used damaged one) to cut the lenses to for her to
  keep since the wear & tear of her existing frame was causing sizing issues when ordering the new lenses,
  as well as an issue with a set of lenses coming in with a scratch and the wrong prescription. We are not
  obligated to provide a frame for the patient as she signed the waiver on our patient own frame policy
  releasing us of any responsibility, but we wanted to do something for the patient considering the time it was
  taking for the product to come in. We give a 34-week time frame on orders whether they are new, or
  being remade for not passing inspection. Due to reordering product for *****, that order time frame
  restarts any time a remake is processed. We have not heard back from the patient. We have lenses here
  to be cut to a frame, but due to the issues we have had with her own frame, we wanted to use a new one
  instead. The patient has not called us back.
  

  Thank you,
  Pearle Vision Oak Creek

  Customer response

  01/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have read the response.  I acknowledge that is my signature on the receipt. However, I did not take it to mean that no matter how screwed up the process is, through no fault of my own, I was obligated to be at their mercy. Also, as noted, I was charged and then refunded another line item that was not agreed upon. 

  
  

  They claim to have a 30 day satisfaction guarantee after you receive their product however will not provide customer satisfaction during the process. 

  
  

  To be clear my frames were not and are not damaged.   This entire issue is on their end and not providing any useable product well after 8 weeks.  

  I have not received any product and specifically stated with my final inquiry as to my products availability, to cancel the order as they had not filled it in any reasonable amount of time. 

  The voice mail that was left with me, after I told them to cancel the order, around the middle of January, stated they wanted to discuss my last visit.  I did not call back as there is no reason to discuss my last visit. 

   

  I was told I would have a product, that I paid for up front, that was not delivered in any reasonable amount of time. I want a refund and my vision benefits reinstated so I can go to another clinic where I feel they are competent and ethical. 

  
  Regards,
  
  *****************************

• Initial Complaint

  06/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  - Date of original transaction: Mid to end of February 2022 - Amount of money paid to the business: $1,144.05 for three pairs of eye glass lenses - Business commitment: Satisfactory eye glass lens replacement - Nature of dispute: The business is unwilling to work with me to provide a pair of glasses I am able to see out of, and did not seem to make recommendations when I asked them to copy an existing pair of lenses since I felt that my current pair was better than what they were providing.- Has the business tried to resolve the problem:Multiple times, but they've given up and said there is nothing else they can do for me. At first I went in for a new eye exam and ordered a new prescription and that prescription did not work due to them not explaining that my order would have a special tint on it that would be visible on the lens, and also it just not feeling right. At that time, and at no charge to me, I re-ordered the new prescription without the special tint and when I received those I still wasn't able to see out of those lenses properly either. I then requested them to copy my current lenses/prescription. When those came back the first time, the lenses were not made properly so I was not able to see out of them so they offered to remake them for me with the correct prescription. The next and last set of lenses I received that were supposed to be a "copy" of my current prescription still do not feel right, and the provider at the store has told me there is nothing else they can do for me.

  Business response

  06/30/2022

  We are currently waiting to hear back from the lab on whether or not we can get the lenses the patient is demanding and whether or not there will be a charge as well.  We will respond to this complaint after we receive a call back from the lab with our options.  The lab is expected to call back today (6/30/22) or tomorrow (7/1/22).

  Thank you,

  Pearle Vision

  Customer response

  07/01/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I am not demanding, I am asking to leave your office with a pair of glasses that I can actually see comfortably out of and I shouldnt have to pay until the glasses feel right when I put them on, like my current ones do. I shouldnt have to feel a headache, distortion and eye strain, when the lenses are exactly the same as my current prescription. I will wait for your phone call. 
  
  Regards,
  
  *****************************

  Business response

  07/07/2022

  The lab finally called back today.  The lab that made Erjona's lenses has agreed to remake one set of lenses for now as a courtesy.  They are making them to the original lens material, base curve and prescription that was provided from the previous doctors office Erjona went to.  Once those lenses come in, we will call Erjona to bring in her ******************* frame to put the lenses in to that frame.  Erjona will try out those lenses before the lab will provide us any more direction with any other pairs of glasses.  If that set of lenses is to her satisfactory, then the lab requested we contact them to discuss any further options regarding the other two pairs of glasses.  We are at the mercy of the lab.  That is what the lab is willing to do, so we are able to start there and see how it goes.

  Customer response

  07/19/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I had an appointment today to meet with the business to evaluate the courtesy replacement lenses that were ordered but upon visual inspection I could immediately tell they were not a copy of the prescription that was given to them from my previous eye doctor. 

   The new lenses are considerably thicker and they feel like plastic.  I told the person I was working with that they seemed thicker but she insisted they were the same base curve, lense material, and exactly as the glasses I have now.  She even previously told me they didn't carry the material of the lense I currently own but she stated that she somehow worked something out with the lab to get them to match exactly to what I have now but still, upon visual inspection, they are not.  I don't want lenses that are as thick as the ones they gave me today.  They are significantly heavier and my eye lashes touch the lenses while I wear them.  I consider the lenses given to me unacceptable.

  I attached photos to try and illustrate how you can see visually that the lenses are different thicknesses.

  She told me to wear the glasses for 3 days to see how they work out and then she would work with the lab to determine how to resolve the other two pairs of lenses I ordered.  I then asked her for the old lenses I had already bought but she said she sent those back to the lab for a credit.  I then told her I wouldn't be coming back to the store because I was tired of dealing with the situation and she said she was tired of dealing with my attitude.  I told her my attitude was a direct result of the poor service I was receiving.  She then said we were stuck with each other.

  At this point I am looking for a full refund from the business.  *********** has been unacceptable and they are not willing to work with me to get this right and it is incredibly frustrating.  The business owner's attitude is unpleasant and makes this situation verify difficult to deal with.

  
  Regards,
  
  *****************************

  Business response

  07/25/2022

  We will not be able to provide a refund as mentioned in previous responses as it states on our receipts our zero tolerance no refund policy.  The patient came in to pick up one set of the lenses on 7/19/22.  The lenses are made to the exact requests the patient demanded.  I am waiting to hear back from the lab on the other two sets of lenses and what the lab is willing to do for this patient.  The patient was made aware of this when she picked up the first set on 7/19/22.  As soon as I hear back from the lab, the patient will be emailed.

  Customer response

  07/26/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  The lenses that were given to me most recently do not work for me.  They are significantly thicker than my old lenses and are very uncomfortable.  I do not want these same lenses ordered for my other frames.

   At this point, since a refund is not an option, the only acceptable resolution for me is to give me back the lenses I purchased for the two other frames - the high index lenses for the ******************* and **** Spade frames.  These are what I paid for.

  I would also like a copy of all paperwork I have signed at Pearle Vision and a summary of all charges I have incurred as part of this on-going process.  I will also need a detailed description of the lenses so I know exactly what I am getting.

  The lenses and requested documentation can be mailed to me at the following address (please note the address because the one Pearle Vision has on file is incorrect):
  
  *****************************
  8652 S ***********
  *********, **  53154

   
  
  Regards,
  
  *****************************

• Initial Complaint

  12/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was seen for a eye exam on September 21st, 2021. I purchased glasses and contacts. When I began wearing the glasses, I noticed the prescription was not correct in one eye and I started getting bad headaches. I called and Pearle Vision scheduled a second eye exam appointment. The eye specialist only reexamined one eye. The glasses and contacts were reordered with a new prescription in one eye. The prescription is still not correct and even worse the fit of the countless pairs of trial contacts for one eye causes too much pain to wear. Several different "tweaked" prescriptions and trial pairs of contacts later and I am still unable to see and am suffering constant migraines. I no longer have any clean contacts left from my previous vision provider that were perfect. It's been 2 and 1/2 months. I am forced to use a dirty pair of contacts and risking eye infections because I have nothing else to see with. I called again to ask for a refund. Jemina refused and said they never refund anyone. She went on to say that I must be seen again for another eye exam. To make matters more frustrating, Pearle never has any openings past 5pm on weekdays and their next Saturday appointment isn't until January 8th. Almost another month away. That is unacceptable. This is a simplified version of all of the issues so far. I want a full refund for the unusable glasses and unopened boxes of useless contacts.

  Business response

  12/10/2021

  COMPLAINT ID: ******** for *************************************
  Hello ****, 
  When ****** checked in for her first appointment on September 20,2021, she signed off on our contact lens evaluation and follow-up policy. The attachment in this response is Nicoles signed copy of the contact lens evaluation and follow-up policy for your reference. ****** was aware of our policy prior to her exam on September 20th, 2021. That document states that the Doctor requires a follow up to finalize a contact lens prescription. It states that a follow-up is to ensure that the lens fits the curvature of your eye and that the vision is acceptable. The document also states that more than one follow-up may be necessary, and that would be determined by the Doctor. The document states that contact lens follow *** are to be taken care of within 1-3 weeks of the initial evaluation, and that we expect the follow *** to be completed and contact lens prescriptions to be finalized with 60 days of the exam. If these follow *** are not completed within 60 days of the exam, that additional charges would incur.
  

  Due to current times, product orders are taking longer to come in.We know that we are outside of the initial 60 days with ******, yet we are still not charging her for any follow up visits per the contact lens evaluation and follow-up policy so that we can make it right. ****** agreed to the contact lens evaluation and follow up policy prior to her initial exam on 9/20/21 with her signature. In regard to the "several different tweaked prescriptions"as ****** mentioned, it is common for a patient to have multiple contact lens follow *** with the Doctor to find the right pair, this is why we have a contact lens evaluation and follow-up policy in place.  It is also why we have a patient sign off on it when they check in for the initial exam appointment.
  

  To rectify the complaint by ******, she needs to be seen by the Doctor first. We have offered multiple appointment times to the patient, and she has refused them all. She stated she expects the Doctor to create an appointment time for her, which for ******** schedule, would be outside of operating business hours. We cannot create an appointment time outside of our operating business hours for ******. We are more than willing to come to a solution but have not been met with responses that allow us that opportunity. ******** statement about Saturday, January 8th being the first Saturday we have an appointment available is correct. Two Saturdays in December, Christmas day and New Years Day, we are closed. We are also fully booked Saturday, December 10th & the 18th. We did put ****** at the top of our wait list. If there is any cancellation on either Saturday December 10th, or the 18th, ****** will be the first person we call to offer that appointment opening to. It is the end of the year, and this is the busiest time for our office. The Doctors technician informed me that she left a message for ****** this morning notifying her of a cancellation we had for tomorrow, Saturday December 11th at 2:30.  We have not heard back from ****** yet today as I am finishing this response. We are holding that time slot for her until the end of the day today, Friday,December 10th, 2021.  If we do not hear back from her before closing time at 6 pm this evening, we will call the next person on our waiting list.
  

  ******** statement about us not refunding the glasses is correct,we do have a zero tolerance no refund policy due the custom nature of our product, this is printed on every receipt, and we will be unable to refund her eyeglass purchase. Our promise to our customers is that we will make it right,we do that by remaking the glasses for free once she sees the Doctor, and the Doctor were to make any changes to the prescription.
  We will wait for a call from ****** to determine how we shall proceed.

  
  Thank you,
  Pearle Vision Oak Creek Management

  Customer response

  12/14/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  In response to my complaint there are several legitimate reasons why this is not an acceptable resolution.  

  
  

  1. The consent form I signed states I must return within 60 days or else I could be charged a reexamination fee.  I did in fact return for a re-evaluation exam wearing the lenses and only one eye was re-examined.  The glasses and contacts were reordered at that time.  If the provider did not perform a full complete re-examination that is not due to my noncompliance. 

  
  

  2. I asked for a copy of my entire medical record, including the consent forms and all notes documented in my chart.  I only received the visit note from the initial visit.  Where is the rest of my record?  I emailed back asking for the entire record on 12/10/21, but Pearle has yet to respond to my request.  

  
  

  3.  At the first visit before purchasing any contact lenses, I brought my empty boxes of ****** Biofinity lenses to my appointment and showed them to Jemina.  It was guaranteed that I would receive the same exact brand.  After my very first visit, the glasses and a year supply of contacts were ordered (without a re-evaluation of a trial pair that had to be ordered).  Shortly after wearing the glasses, I began having headaches.  By that time I also received the contacts in mail. I called to inquire why these were Pearle Vision's brand and not the ****** biofinity lenses.  I was told these are the same lenses.  They in fact, are not the same.  See the attached pictures. I also stated the prescription was not correct and I was experiencing headaches and dizziness. I then returned for the re-evaluation and new contacts with a new prescription and glasses were ordered.  When I received another new trial pair of lenses, they were a completely different brand and were called Precision rather than the ****** Biofinity lenses.  These again, did not work well and I was ordered another trial pair of lenses.  When these lenses arrived, before scheduling appointments to pick them up I asked the representative what brand they were and she stated the Pearle Vision brand.  They also had switched the prescription strength in the wrong eye.  The trial pair was reordered again and was promised the ****** Biofinity lenses.  I picked up the final trial pair and once again, these are the pearle vision brand, the wrong fit in one of the lenses, and the lenses are painful and uncomfortable.  

   

  4.  My glasses and contacts at this very moment in time do not have the same prescriptions.  The axis and cylinder are not even close to the contact lenses I had before coming to Pearle which I believe is contributing to the problem.  Switching back and forth since I am not able to wear the glasses while driving and not being able to wear the contacts for normal daily tasks is causing migraines that are progressively getting worse.  

  
  

  5. Yes, I did ask Jemina if there was any possibility of adjusting appointment times for an appointment during the week.  I am not able to make it to their office until approximately 5:15pm.  Jemina stated her doctors will not stay late or make special accommodations to their schedules and they leave at 5pm even though their advertised their doctors hours end at 5:30pm on some weekdays.  I did not ask to be put on a wait list for the simple fact that I would not be able to come in with less than a 24 hour notice.  I have stated numerous times that I cannot take unapproved time off from work and the only appointment times I "refused" were during my set work hours.  I asked Jemina if a provider would be willing to see me at 5:15pm.  Jemina stated she would not allow her providers to stay late to accommodate my schedule despite the fact that I am suffering unrelenting migraines caused by Pearle's glasses and contacts.  

  
  

  6.  Also, whenever another trial pair of lenses was ordered, I scheduled appointments in advance because Pearle would not allow me to stop in to or do a curb side pick up without an appointment.  I tried my best to prevent delays in their process as much as I possibly could.  Having to wait 2 weeks or more for an employee to simply walk a trial pair of contacts to a car window less than 50 feet away from the store entrance is another reason why this is taking unreasonably long.  Jemina is blaming the holidays and busy time on this, but there wasn't any holidays in September when my first visit occurred.  

  
  

  7. Jemina mentioned multiple times she operates a franchise of Pearle and they would not refund the glasses.  Yet, I do not see a contract that I signed agreeing to the no refund policy.  She also mentions that the no refund policy is on the receipt.  The receipt, attached, that I received I do not show any mention of the no refund on the policy.  

  
  

  In conclusion, Pearle Vision has not adhered to their posted promises or contractual obligations, verbal agreements, and is unwilling to make any compromises on their behalf to fully rectify this problem.  It is simply unethical, unprofessional, and unhealthy to have a customer continue to endure unnecessary physical pain and suffering for several months.  I understand that Pearle has a full schedule, but I am not a new patient.  I am in need of immediate assistance.  I am seeking a refund so I can be seen by a provider in a timely fashion before an injury to myself or someone else occurs as a result of my vision impairment and migraines.

  
  Regards,
  
  ***************************************

  Business response

  12/20/2021

  The patient called and emailed the store.  We are working towards a solution.  I have included attachments that show the patients email request and our response on what we can do.  We can not meet all requests, but appropriate solutions have been offerred to the patient.  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩