Pearle Vision / poor customer service: robbinson town cetner location

Sewickley, PA, United States
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On Wednesday, May 24th I had an eye appointment with Dr. Christina Colarossi at the Robinson Town Center location. She was very professional and it was a great experience. Dr. Colarossi referred me to the eyeglass area of the same store to update my eyeglass prescription. A friendly women took my glasses, my insurance information and asked me if I wanted new frames. I told her that I only needed new lenses and that I would keep the frames I had. She worked on her computer screen a bit more and informed me that would be fine, but that I would need to leave my frames. I told her that was no problem, but that I did not bring my back up pair and that I would need to bring them by the store later. I then asked if there was anything I would need to pay for the lenses. She said there was no co-pay or charge for the lenses as they were covered by my insurance. This is what I expected so I was not surprised. I asked if she needed me to do anything else. The woman said no and I left the store. I returned to the store on Friday, May 26th to drop off my glasses. A female Peal Vision employee (not sure if it was the same one that helped me on the 24th) took my glasses and looked up my information. She thanked me for dropping them off. I asked her how long it would take till I could get them back. She said it usually takes two weeks, but that she would request a rush. I thanked her and left the store. On Tuesday, May 30th, I received a call from Pearl Vision Robinson asking about my order. The person I talked to (I don't recall the name) said that they needed me to come in to have my classes "measured" before they could send in the order. I told them I could come in that afternoon. When I came in, a male employee (I don't recall the name) asked me my name. I told him and he asked me if I was there to make a payment. At this point I was a bit frustrated and told him that I was called to come in and get measured for my glasses. The male employee seemed to be frustrated and began looking up information on my account. At this point a female employee who was helping someone else (I don't recall her name) came over to the male employee and told him she would take care of me. He responded to her by making some inaudible comment and then quickly walked away. The female employee measured me, marked the glasses and said that was all she needed. At this point I asked her if there was anything else they needed from me because this was the second time I had to come out. The female looked at the account and said they needed nothing else from me. She apologized for the error and that I needed to come out a second time. I then asked her how long it would take to get the glasses back. She said it would take about two weeks. I asked if she could put a rush on the order and she said she would.

On Wednesday, June 14th I called the Pearl Vision office because I had not received any notice from the store and it had been 12 business days. Christine answered the phone and I explained to her why I was calling and gave her my information. She put me on hold for a few minutes before getting back on to tell me another employee "Michael" was handling my account and that he would call me back. I asked her if there was a problem. She said she didn't know and that Michael just stepped out for lunch. I asked if I could hold. The female employee said it would be better if he called me back. I waited 1/2 hour for a call back. When I didn't get a call I again called the Pearl Vision in Robinson. Michael answered the phone. I asked if he had an update on my glasses. He said the order had not been sent in yet and that he needed me to make a payment first. I then explained my frustration and told him I had been in there three different times at the end of May and was told by a Pearl Vision employee that I didn't need to pay anything and that nothing else was needed from me to process the order. Michael responded by saying it was not his fault that he just found my order that day and was processing it. I then asked to speak with the manager. The manager quickly got on the phone (it seemed that she was standing by the phone) and introduced herself as Sheree. I explained the situation to Sheree and conveyed my frustration. She apologized and said she does not know why I was told that I didn't owe any money and she confirmed that my insurance did not cover the full cost of the lenses. Sheree told me she would look up what the final cost would be and get back to me soon. I again explained my frustration and that I wanted to understand why I needed to pay anything at all. She then said she would also look into giving me a discount and seeing what kind of coupons she could use to bring the cost down. I asked her how long it would take for her to determine the cost. She said she would look it up in the system and she would call me back in 10 minutes. One hour went by with no call from Sheree. That same day I left work, drove right to Pearl Vision Robinson and asked for my glasses. When I entered the store, a male associate asked how he could help me. I told him I was there to pick up my glasses and gave him my name. His reaction to my name was a startled look and he said, "you're glasses are not ready yet." I told him I'm here to pick up my glasses. He then seem to understand what I was asking for. He got my glasses and gave them to me. I thanked him and left the store. He did not say another word. He did not notify the manager that I was there nor did anyone apologize for what had happened.

Although I had been a customer of Pearl Vision for years before, this is my first time using Pearl Vision in Pittsburgh. I was thoroughly disappointment. I understand that mistakes happen and I wasn't even that bothered that I was going to have to wait another two weeks to get my glasses. What bothered me was the total lack of professionalism from the male employee that first interacted with me on May 30th, Michael and Sheree who both failed to call me back regarding the issue. It is because of this that I won't be returning to Pearl Vision and I thought you should know why.

Thank you for your time.
Sean Weaver

Jun 27, 2017

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