Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/17/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  purchased lens ( using my current frames) on 3/27. I was notified they were in. Went in and the lens were not for my frames. The second time this has occurred at the same location. I waited one week and called to ask about arrival. No info from the employee I talk to, no date. I called again on 4/17. Spoke with ********, general manager. Lens MAY be in by 4/21. I said if they are not I will cancel the order. ******** said do you want to cancel now. I could not believe the arrogance in her voice or demeanor. I paused out of belief and said yes. She went through the process of canceling and refunding funds never once apologized. Her last comment was you can go somewhere else that will make you happy- WITH THOSE FRAMES. Knowing I will probably have to purchase new frames at another company. A very arrogant jab. My wife and I have been customers of Pearl ********************** at that location for several years and spent 2-3 thousand dollars on glasses. Never again!

  Business Response

  Date: 04/21/2025

  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 **********************.  We continue to receive complaints from the BBB that are for all Pearle Visions across ******************  We have also requested multiple times that the BBB 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 address unless it is specifically for the Pearle Vision in *********, ***  I did do some research and was able to find a link where this patient could file his concern with the store in *******  Once this form is submitted, it states the patient will receive a response within 5 business days.
  ******************************************************************
  Thank you,
  Pearle Vision *********

  Customer Answer

  Date: 04/21/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** ******
  

• Initial Complaint

  Date:04/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I pd 601 dollars for a pair of glasses I can't even read through and then the lens fell out and there's no place to get them fixed because they closed in ***********

  Business Response

  Date: 04/03/2025

  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 **********************.  We continue to receive complaints from the BBB that are for all Pearle Visions across ******************  We have also requested multiple times that the BBB 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 address unless it is specifically for the Pearle Vision in *********, ***  I did do some research and was able to find a link where this patient could file his concern with the store in *******  Once this form is submitted, it states the patient will receive a response within 5 business days.

  
  ******************************************************************

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

• Initial Complaint

  Date:03/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchase date 3/4/25 tried to return according to the e-mail 30-day refund policy on 3/22 and they would not honor the refund policy laid out in the "thank you" for your purchase sent to me by Pearl Vision attached in my document.

  Business Response

  Date: 03/27/2025

  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 **********************.  We continue to receive complaints from the BBB that are for all Pearle Visions across ******************  We have also requested multiple times that the BBB 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 address unless it is specifically for the Pearle Vision in *********, ***  I did do some research and was able to find a link where this patient could file his concern with the store in *******  Once this form is submitted, it states the patient will receive a response within 5 business days.
  ******************************************************************

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

• Initial Complaint

  Date:01/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband went to the antigo wi pearle vision in mid July my daughter went in early August they both bought a second pair of glasses so it was approximately $600 above our insurance paid out of pocket both of their glasses came with the wrong perception and had to be sent back that was the first set they both received when they got them they still cannt see with them after 6 months they finally received the second pairs in the mail after I called they said they would mail them out these pairs are no better they were awful to deal with they even told me off a few times for calling to check on our order

  Business Response

  Date: 01/06/2025

  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 **********************.  We continue to receive complaints from the BBB that are for all Pearle Visions across ******************  We have also requested multiple times that the BBB 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 address unless it is specifically for the Pearle Vision in *********, ***  I did do some research and was able to find a link where this patient could file his concern with the store in *******  Once this form is submitted, it states the patient will receive a response within 5 business days.

  
  ******************************************************************

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

• Initial Complaint

  Date:09/10/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered glasses 9 weeks ago for ****** with insurance, and I am still waiting for them. They will not refund my money. There are many other places to purchase glasses. Go somewhere other than Pearle Vision.

  Business Response

  Date: 09/25/2024

  The patient did purchase glasses 7/10/2024.  The lenses the patient purchased are newer lenses out on the market.  The patient also has vision insurance that requires a specific lab to be used per our contract with the vision insurance company.  On top of the specific lab required by the patients vision insurance company, that lab had to use another special lab for part of the lens fabrication process.  Due to all of that, the process of fabricating the lenses is taking longer. The lenses came in once in August, they were scratched and did not pass our in office final inspection process. We will not hand over custom made product with imperfections to our patients.   We requested the lab remake the lenses.  A member of our staff did call the patient to notify her of the reorder and reason, while offering her the opportunity to wear that product while we reordered it so she didnt have to go without.  We have been in communication with the patient throughout the order process and had options for her as well.  We have a zero tolerance no refund policy.  The patient signed off on that policy before being seen or purchasing anything.  The policy also prints on our receipts.  We will attach the sign off document and the receipt for reference.  We have communicated all of this to the patient.  We are not able to provide any form of refund.  We will notify the patient when the glasses come back in and are ready to be picked up.

• Initial Complaint

  Date:09/06/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a pair of sunglasses from Pearle Vision in May. I immediately had trouble seeing out of them. They had to remake them because the lines were off. I still could not see out of them correctly. I had to push them up on my nose in order to see, otherwise everything was blurry. I could not read out of them at all. I had to take them off to read or everything was a complete blur. I kept calling asking for another exam because ****************** "tweaked" the prescription from what she actually read during the exam and gave me a different script. This gave me the feeling that I did not have the correct script. I was referred to a specialist because she thought maybe I had a cataract, but I could not get in to see them until late August. ****************** told me if I did have a cataract that she would give me a refund on the sunglasses, which were $467. Upon finding out that I do have cataracts and need surgery, and that I most likely will not need glasses, I called to inquire about the refund. I was told that they will not give me a refund, but will only remake new glasses for me, even though I told them that I likely will not need glasses according to the doctor. They are refusing a refund even though ****************** told me she would refund me. No wonder they have an "F" BBB rating!

  Business Response

  Date: 09/09/2024

  To whom it may concern,

  The patient did come in for an exam in May.  The patient acknowledged our zero tolerance no refund policy before any services were rendered by signing our consent to treat policy.  We have that signed document scanned into the patients account. We will attach that signed document with our reply.  Also, our receipts print our zero tolerance no refund policy on them as well.  The patient did have some concerns that needed to be addressed after purchasing glasses.  We did troubleshoot at that time and the doctor did refer the patient out. We let the patient know that if cataract surgery was performed, we would gladly remake the glasses she purchased at no charge, to the new prescription as it is expected to be different after cataract surgery.  Even with it taking longer for the patient to get in to see the other doctor, we still are honoring the remake at no charge.  We will not provide a refund as we do have our zero tolerance no refund policy in place due to the custom nature of our product. 

  Thank you,
  Pearle Vision Oak Creek  

  Customer Answer

  Date: 09/09/2024

  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.
  
  Consent to treat is not the same as "no refund". If you have a no refund policy, it should be VERBALLY stated to the customer. When I signed a consent to treat with the technician, that was for the doctor to treat me. That has absolutely nothing to do with the purchase of glasses. Purchasing glasses is not a TREATMENT. It is a purchase. No one gave me anything to read when I made the purchase of the glasses. I did not read anything, nor was I verbally told that there was a no refund policy. If I was, I would have changed my mind and NOT purchased the glasses. I would have gone elsewhere to purchase glasses that does have a refund policy (which, by the way, is pretty much everywhere else). 

  As I stated, ****************** told me she would refund the glasses if I needed cataract surgery. Isn't she the franchise operator? Doesn't she have the final say? Have you even talked to her? Doubtful. I called to talk to her, but no one will let me talk to her. Also, as I stated, I am having the light adjustable lens surgery and have been told I most likely will not need glasses for any purpose afterwards, which is why I am requesting the refund.

  Did you realize that you have an "F" rating on the BBB website? I wish I had realized that sooner. You just provide a boilerplate answer and refuse to take any responsibility for anything. If you have a no refund policy, perhaps you need to train your staff to VERBALIZE it to your customers. You can't just rely on it being on a piece of paper that no one actually reads. You just rush customers through everything and say "sign this", but don't give anyone a chance to read it. Then it's your loophole when something goes wrong. "Oh, we have a no refund policy, you signed it". Bullcrap. You didn't give me a chance to read it or tell me about it. That's bad business and totally unethical.

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

• Initial Complaint

  Date:08/30/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *********************** and *************************** are overcharging customers by racial profiling there scam is to overcharge Native Americans tribal New Mexicans(because they pay no Taxes at the end of the year) The overcharge BLM& LGBTQ Movement supporters do to there religion and politics(Good Ol Boys/Church Of South Babist ****** Cult Members) and State pearle vision will be a "Project 2025 Business" ****************************** carries a loaded gun on her and *********************** has a AR-15 in his office with a handgun also! Please stop and shut down these criminals with a license to drive up rates and to shoot any one that they may believe is a thief! And kill innocent citizen or victim by profiling because they watch to much ******** and brain washed by *********************** to open fire on illegal immigrants! These two owners are dangerous racist red flag project 2025 lower 48 future murderes!

  Business Response

  Date: 09/03/2024

  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 **********************.  We continue to receive complaints from the BBB that are for all Pearle Visions across ******************  We have also requested multiple times that the BBB 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 address unless it is specifically for the Pearle Vision in *********, ***  I did do some research and was able to find a link where this patient could file his concern with the store in *********  Once this form is submitted, it states the patient will receive a response within 5 business days.

  
  ******************************************************************

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

• Initial Complaint

  Date:08/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The boilerplate answer provided by the franchise goes to the heart of the problem. They refuse to own any responsibility for their poor product and service and hope to discourage any future complaints because of this technality.This complaint is about this particular franchise, and they know it's all about them...In 3 weeks time, my wife has gone through 3 sets of *********************** eyeglass frames. They continously crack and break. My wife is beside herself because of the poor quality frames and the substandard customer service. They lie to our faces and have asked that my wife no longer visit or contact the store. Her newest set of frames broke tonight and as I tried to help her glue the broken edge, they broke in yet another place. We think these frames are counterfeit as they fail the 4 and tests to prove an original ** product. They do not display the ** logo. They do not have a feeling of quality when handled. They did not come in a deluxe case with accessories. Each set has broken at least 2 times, and the first set had an obvious repair done before she received them. The store manager and the managers boss are both rude and argumentative, which is bringing out the worst in my wife who loves a good fight. (verbally). Since they will no longer take her calls or allow her to visit the store, we have no other avenue to rectify the situation. We are preparing to take our argument to the various govt agencies that look into consumer complaints. At this point all we are requesting is a refund for frames and lenses. If we are forced to move forward, we will be requesting the maximums allowed by each agency contacted. You can't treat your customers like this and not expect them to fight back.

  Business Response

  Date: 08/21/2024

  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 **********************.  We continue to receive complaints from the BBB that are for all Pearle Visions across ******************  We have also requested multiple times that the BBB 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 address unless it is specifically for the Pearle Vision in *********, ***  

  I did do some research and was able to find a link where this patient could file his concern with the store in *********  Once this form is submitted, it states the patient will receive a response within 5 business days.

  ******************************************************************
  

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

• Initial Complaint

  Date:08/17/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid almost $800 for new glasses. 2 weeks later I call for status, they claim they arrived & the lenses were scratched? How does this happen when I ordered scratch resistance lenses? This store has no communications or customer service. It has been 3 weeks & no glasses or a call from the store. Terrible customer service & price gouging. If I do not receive my glasses and/or some sort of compensation with the next week I will be forced to cancel the charges on my card. Please rectifie this situation asap!***********************

  Business Response

  Date: 08/20/2024

  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 **********************.  We continue to receive complaints from the BBB that are for all Pearle Visions across ******************  We have also requested multiple times that the BBB 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 address unless it is specifically for the Pearle Vision in *********, ***  I did do some research and was able to find a link where this patient could file his concern with the store in *********  Once this form is submitted, it states the patient will receive a response within 5 business days.

  ******************************************************************

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

• Initial Complaint

  Date:03/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 *********