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Pearle Vision
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Pearle Vision
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1.7 132 Reviews

Pearle Vision Complaints Summary

24 Resolved
108 Unresolved
Our verdict: With Pearle Vision's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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Pearle Vision reviews & complaints 132

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1:14 pm EDT

Pearle Vision Contact lenses exchange issue

I purchased my contacts from Pearl Vision & they told me that if I needed to exchange or returned them for any reason that they will gladly take them as long as they were not open or expired! So my right eye prescription changed & I asked them to exchanged 3 unopened and unexpired boxes, they refused & gave me nonsense excuses! I called the contact lenses company & they told me that they do not know why they would not take them back! so I asked if I can mail them back directly, but they said that I have to take them to the place where I purchased them & that then the place will have to mail them back to them. Pretty much they do not deal with the consumer. I would like someone from the Pearl Vision to step up the plate & do the right thing!

Desired outcome: I want my contacts exchanged

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9:55 am EDT
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Pearle Vision Armani exchange framed glasses that are splitting and cracking at the edges of the lens.

I have been purchasing glasses from this location for over 30 years. I have only had these particular glasses for 9 months. When I went in to have them looked at, the first young lady said that there was another recent case where a customer's glasses had the same issue. But when she brought that to one of the manager's attention, she had no compassion for my situation and said that I would have to pay $300 to have the lenses remade. I do not feel that this is fair. I have never had a pair of glasses crack from the lenses. Whenever the fit feels off I always bring them into the store to get readjusted because I understand that they know exactly what to do. Please hear my complaint. Thank you

Desired outcome: I don't mind paying a small discounted fee to repair the glasses but anything over $200 is equivalent to purchasing a new pair considering I had just payed over $500 for these pair of glasses.

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kim porter
, US
Jul 27, 2021 7:17 pm EDT

This seems to be a pattern. I just went through the same thing. The lenses were too Big for the frames. The frames stress cracked and the lenses fell out. They popped them into another pair of frames. A couple of month later same thing happened. Didn’t even last a year. I’ll never use pearl again.

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10:56 pm EDT

Pearle Vision Receptionist

Unprofessional receptionist. First visit resulted in receptionist being rude when I declined uninsured testing 3 times... Second occurrence. Other receptionist during fitting and pick up tilted frames for glasses to be unwearable... Had to go to walmart to correct frame adjustment... This was after telling receptionist to only adjust ear piece slightly... This was done but prior to hanging me the frames receptionist then tilts frames inward without consent from patient. Glasses received in box... Patient (i) get home and find unable to wear glasses... Very unprofessional receptionist when they feel slighted by patients.. I never raised voice or was rude. Yet was treated like I was hostile for denying uninsured testing that is not covered... Will not recommend service to anyone...

Desired outcome: Professional staff

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4:10 pm EDT
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Pearle Vision not being able to walk and look at glasses on the wall!!

I think it is ridiculous that this business will not let paying customers walk up to the glasses on the wall and take a look at different ones they are "thinking" about buying. You have to tell them what you want and they will bring some out based on your wants. What if I do not know what I'm looking for because I want a whole new look!?!? Either they need to let paying customers look or else I'll be happy to pay another business for all of our family eye exams and new eyewear!

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3:59 pm EDT
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The complaint has been investigated and resolved to the customer’s satisfaction.

Pearle Vision contacts

I had a eye exam for contacts on 3/19/21 it took 3 week to get my first trail pair my next appointment was 4/23/21 for a second trail pair. I stared calling after a week of not hear from Pearl. So call every week after only to be told they are on back order.WITH NO CALL INFORMING ME THAT THEY WOULD BE ON BACKORDERED.

Its now 6/1/21 i called only to be told they were just ordered on 5/28/21.
This is ridiculous i have been lied to so i want my contact fitting fee returned to me I Now will have to start over with a new eye exam and contact fitting fee out of my own pocket

Desired outcome: refund of contact fee

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2:26 pm EDT
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Pearle Vision Transition Lens in Glasses

I purchased a pair of glasses in Nov., 20 and by May 21, it appeared that some coating material was coming off of the lens of my glasses. In my 60 years of wearing glasses, this has never happened before. Seems like defective lens to me. Pearl Vision will do nothing since it is over 30 days. They will just take my money and make more! I will not pay anything for their product at this point, I will take my business elsewhere.

Desired outcome: Replace the Lens at no charge.

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4:04 pm EDT
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Pearle Vision The way they handled my concerns about trial contacts not being Right and not wanting to correct anything just brushing me pff

So i had an eye examine for contacts i february 2021. I have not worn contacts for about 15 years because i hated to have to wear reading glasses with them. I explained this on the phone when i made the appt because its more expensive a contact appt then a glasses appt. she assured me no worries we have contacts for you that are multi focal no reading glasses. I went for my exam Dr was very nice although i waited an hr over my appt. gave me a pair to try and take home. No good went back again gave me 2 different ones and still no good. Could not see up close to read. Called again for another appt and was told that they cant just keep seeing me . I would have to pay for a new appt. i explained about the contacts and whats going on. She said well maybe contacts arent for you. Ok maybe so but you charged me for a contact appt not an eyeglass appt . You should have credited the difference to me if you were not going to help me find the right contacts. I have been using pearle vision for 30 years and this is the first time i had such a problem. I would like this to be taken care of asap

Desired outcome: I would like a refund for the difference between a glasses appt and a contact appt.It is a huge difference

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1:16 pm EDT

Pearle Vision Incorrect insurance co-pay

Went to a Pearle Vision Center at 23 Central Park Avenue, Yonkers, NY 10710 on Friday, April 9th. I confirmed that they were covered by my UnitedHealthcare Advantage plan. The optometrist, Bindi Patel, was on their list of participants. She was wonderful! However, after the exam the person at the desk requested an insurance co-pay of $30.00. Not being clear about this, I paid it. I was then told to choose a frame for prescription lenses that required a tint. Although I knew the frames would be covered up to $300.00, I was told that the lenses would cost $140.00. I was under the impression that there would be no charge for the lenses and did not get the glasses. When I returned home, I called UHC Advantage again and inquired about the co-pay that I was charged and the $140.00 cost. UHC said there should have not been a co-pay for a routine exam and that the glasses, even with a tint, should also have been covered. I will not be filling the prescription at Pearle Vision. Just do not want to go back to this unpleasant location. I would like to be reimbursed for the unauthorized co-pay of $30.00. The staff there looked up my insurance, so they should have known that $30.00 was not required. Thanks. J. DeMarino. [protected]@aol.com

Desired outcome: Reimbursement for $30.00

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7:31 pm EDT
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Pearle Vision Customer service

The Eye Mart location in Trotwood, Ohio was just acquired by Pearl Vision. Just got (2) pair of glasses for my wife and me. Asked the guy behind the counter where our free lens cleaning clothes were...he said "we don't do that ... but we'll sell you 2 at the front". What a cheap way to lose customers. We won't return. Keep your few pennies ..the Eye Mart location in Trotwood, Ohio was just acquired by Pearl Vision. Just got (2) pair of glasses fir my wife and me. Asked the guy behind the counter where our free lens cleaning cloths were...he said "we don't do that any more...but we'll sell you 2 at the front ". What a cheap way to lose your customer base. We won't return. Keep your few pennies. You'll need them. I am making sure my 309+ employees (and their families) know how you treat your customers by posting a copy of this in our weekly newsletter.

Desired outcome: Re-instate the good customer service that Eye Mart had before you ruined it.

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6:19 pm EDT

Pearle Vision Unethical behaviour

Today 03/24/2021 - My son had an eye exam at the Pearl Vision in the Clackamas Oregon store. After his exam we decided to look at frames. We were told if he tries on any frames to leave them in a dish so they can be cleaned. He tried on 7 pairs. I heard the women at the counter huffing and puffing and at the time I assumed she was flustered with something she was working on. When my son was about done trying on the glasses she mumbled "Jesus Christ". I asked my son is she said what I thought she did and he heard the same thing. I wasn't sure how to respond so I let her say something to us when she noticed he was done trying on frames. She said "you didn't find a pair after all of those you tried on". I replied he found plenty of pairs however glasses are very expensive and you want to make sure you select the right pair. She smirked. When we started to walk out I said thank you for your help. Mind you not one time she asked if we needed assistance. She made another comment under her breath when we walked out but we couldn't understand her. I have been to this store several times and have spent a lot of money. My daughter has an eye exam there tomorrow and I will take her but I will never go back after that. The Doctor is great and everyone in my family likes him but the disrespect from that girl what unbelievable. She has dark curly hair and has worked there quite a while. She has the WORST customer service I have ever seen. I own a small business in the Clackamas area and as someone who employees people she is an embarrassment. If this was my company she would be fired so fast. Not only was she bothered that maybe she had more work to do to sterilize the frames she cursed at us. I have never been so disrespected in my life. The blessing in this is my son who is a college student learned not how to be as an employee. I don't know if there are cameras but I would highly recommend something watching them that might help you terminate her especially if you can listen to what she's saying. The Dr. was not in the store at the time he had walked out when my son was looking at frames.

Desired outcome: Termination

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12:37 pm EST

Pearle Vision Glasses

Worst eyeglass services in the history of glasses. Went to my appointment 12/2 for new glasses over a month ago. The first time I got my glasses back 12/15 they made the wrong script.They made a positive lens instead of negative. You would think that's something you would double check. This 2nd time took 3 weeks still haven't got them. They texted me Monday night the 1/4 at 4:56pm saying my glasses were in they close at five. So I go there first thing in am the next day only to find they are closed. who closes a store all day on Tuesday.I mean why even text me Monday that my glasses were ready why not just wait until Wednesday. I highly suggest you avoid this place at all cost. Pearle is very sloppy... Like a sleeping bag after a long hot summer night. Everyone should avoid pearle like the pleague.
P.S. They made me go through Christmas not being able to see. #CancelPearleVision# BoycottPearle Vision.

Desired outcome: Pearle closed forever

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7:28 am EDT

Pearle Vision The lady who checked me in had a very nasty attitude from the beginning to the end.

My name is Sabrina Hy and I have went to your pearl vision today in Homewood Il. The lady who checked me in had a very nasty attitude from the beginning to the end.

Look on you all camera im walking in the door at 345 a lady and her two kids walking out at the same time. She looking frustrated like i suppose to knock the lady down and come check in.

Im hard of hearing in both ears. She talking very low with a mask then get frustrated when i cant hear her.

I picked out glasses frustrated again. Lady dont need to be working with the public.

Shes african american big brown ear rings her hair has corn roll braids and she has a [censored]ed up attuide. The dr was awesome.

I will only come here to get my glasses i wont come back here after that. Please re train the b on working with the public. 18234 s halsted in homewood il.

I dint know what glasses to pick up she just pointed rudely everytime i ask what glasses my insurance would cover she just pointed all of them

. I wanted to make sure if i heard her right so i asked her again did she mean all the glasses sitting on display she said it looking very mad and frustrated and rude and snappy i said all of them .

So since she said all of them. I was told my insurance cover frames up to $300. Dollars so i picked out shades under $300.00 everything she did with me was very nasty rude un professional including looking in the glass sysytem .

Then i picked a pair tried it on she asking me over and over like im crazy did i meant to pick shades after she measured my eyes she said the cost and said i would have to pay the glasses in full before she can cover it. I then told her i thought my insurance would pay for the glasses and i was told i can pick out anything $300 and under she looked at me like i was crazy and said she dont know about all of that all she know that i would have to pay in full before she can out the order in.

Now i see if she said the insurance would pay for the frame but you have to pay for everything else. She told me i would have to pay the full cost for everything she meant to be rude

Anything she asked me to do was very rude. So she said the price then said i had to pay it today.

I said it nicely that i thought my insurance cover everything she got to looking frustrated again talking to me rude and crazy at this time i had enough.

I told her she been very rude and snappy since i walked in. I smiled tried to be poliet through all her rudness this was the last straw. I would like to get the first glasses i picked i was to scared to ask this lady any more questions .

She going to snap on the wrong person and they going to lay the [censored] out. My grand daughter had a eye apt at walmart and i must say the staff every single one of them was very professional in everything they did.

They told and showed us what glasses with the prescription and tax that her insurance would pay for leaving her with 30 cents tax.

She let us know right away. That [censored] there just kept saying i had to pay full price for everything and i had to pay it today with her ugly [censored].

And when i said my insurance was suppose to pay she act like she dint know what i meant by saying my insurance going to pay even though she took a copy of my card. The way she was acting like i suppose to paid full price for everything. Bottom line the [censored] was packing with her ugly [censored].

If she was more professional like the ppl at walmart things would have ran smoothly

I

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6:59 pm EST

Pearle Vision service from ricky

This guy is extremely rude and argumentative. I was seen for a contact exam but couldnt be fitted due to a busted eye vessel so I purchased a pair of glasses that day. When I returned for the contact fitting exam I was told I would have to pay for another eye exam since it had been close to a couple months. I followed the eye doctors instructions and returned for the fitting when my eye had healed only to be told no I would have to pay full price for a new exam then the full price for contact fitting since i had only been charged for a regular eye exam. When i tried to explain that they must have billed me wrong the employee Ricky was very argumentative and stated he disagreed with me n stated that he would have just had me pay for the fitting. I explained that i was told i had to pay the full price. This ricky guy just kept talking in circles as if to confuse me so i wouldn't call and report him. This is really the worst feeling when someone is condensing to you. I have never been so upset in all my life. Even after I agreed to pay the fitting exam he then changed the story to I would have to pay for a entire new contact exam and the fitting exam also. I truly feel as if they are taking advantage of nice people.

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3:56 pm EDT

Pearle Vision customer service

Worker name Kate at the Rockoway Nj is very disrespectful to the costumers
Has no manners and is very rude
I experienced her behavior yesterday and I am totally on shock how she's treating g costumers who comes there for the last couple of years
She was also lying about my insurance benefits
First she told me that I have coverage on $300 then when I called insurance she told me that she made a mistake and that my coverage is $400
She also charge me extra money but later on I find out that I wasn't responsible for any amount
She refused to give me my money back by telling me that the frames that I choose are $519 which on the glasses said $269
I am just upset and confused
At this time I am going to report pearl vision to BBB and I hope that this woman is not going to be allowed to work with the people and disrespect them anymore

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1:10 pm EDT
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The complaint has been investigated and resolved to the customer’s satisfaction.

Pearle Vision pearle vision in lynnwood, wa broke my new prada frames

Tues 9/04/19 - dropped off my new prada frames to (steph) optician to put in new lenses. These frames had the new sticker label intact, cosmetically and mechanically looked new and was inspected by the optician at the time.
Fri 9/13 - received a call from steph five days later stating my frames are defective? Because as their lab was trying to unscrew to put in lenses, the metal wire broke. And mentioned they can't do anything about it and labeled it as defective frames.
Sat 9/14 - I filled out the "luxotticacustomercare.com/pearlevision' web form to fill out the complaint
Tues 9/17 five days later I finally get a call back from the store manager (samantha) who i've been requesting to talk to since the beginning calls back stating we can't do anything as your prada frames are defective.

Samantha mentioned that she is a licensed professional for 22 years and she was the one who unscrewed my prada frames during lens installation and said it broke and continue labeling it as defective. Basically the story changed from what the optician whom i've initially been working with from the start (steph) said that the frames and lenses came back from their lab and it was their lab were the ones who unscrewed the frame and broke. But now samantha the store manager is saying it was her, not the lab.

When I asked the store manager (samantha) on when can I come into the store to see my frames in person and further discuss this with her, she said don't bother to come in we've already shipping the frame back to you so you should be receiving it soon. And our working to refund me just for the lenses I paid for at their store. And continue to mention that I take it up with my ebay seller to file report on the defective frames in which they continue to label. When I asked can I get something in writing if I take this up with paypal to show proof on why, samantha said we can't offer anything in writing or providing you with any information for you to take back to paypal against seller.

So it seems the store is trying to get rid of me quickly as a customer and does not want to even face me in person.

In almost 30 years of me purchasing or buying stuff from retail, this is the first time i've had to deal with this kind of service.

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Pearle Vision Manager called me back and took care of my concern.

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5:35 pm EDT

Pearle Vision service

July 5th 2019
Thefirst 2 visits to order my new glasses and pick up was good. 3rd visit I thought the reading part of the glasses was too high, returning back to have them lowered. 4th visitto pick them up was not the clearest to see through I was too try them In that time I could not read with them and was not getting better. 5th time asking why this was happening and to come back if I had any other concerns. Not satisfied went to my optomatrist had the glasses checked and was told the reading part was stronger then the perscription. 6th time back to Kelowna Pearl Vision to tell them the the perscrition was wrong and was told that is what they usually do is put the reading part up and it works out. So reordering my 3rd pair of new lenses with the original perscrition.
7th trip to pick up. Was standing at the counter where the male associate put my new lenses in told me to put them on read a paper and look out into the hall so the glasses were good. I was not asked to sit to have them checked on my face. was ready to leave I was given a Lens Care Kit.
I found this was very rude and all the trips I made to get them right and that they took it apon them to change my actual perscription. That is wrong to change anyones perscription.

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Update by ed florek
Sep 16, 2019 5:36 pm EDT

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1:58 pm EDT

Pearle Vision purchasing/processing glasses

I purchased a pair of glasses from Pearl Vision. My card was swiped for the complete eyeglass purchase. The management called me the next day, while trying to complete the order and notified me that I owed a balance from the last purchase I made their a year ago. I asked how were they able to take my payment without notifying me of that. I asked was there a different management there and different software that pearl vision have now that they didn't have before and they said yes. I'm complaining because I had to cancel my order for my new glasses and pay the balance that I owe a year ago. I think it's unfair for me that pearl vision allowed me to pick up a pair of glasses without notifying me that I had a balance. I also asked that if I had a balance. One suggestion I would like to make is to have PV notify the customers that after a certain time(5pm) there purchase will not be processed until the next day, so that they will know whether or not there is a discrepancy with their purchase.

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Buttercat
, US
Oct 21, 2019 8:59 pm EDT

Hi

I just want to say that I and my husband always have a good experience at the Pearle Vision in Wheaton Illinois on 811 E. Butterfield Road. Dr. Shairoz Fazal is great; efficient, thorough, quick, attentive, conscientious, knowledgeable and very clear about what insurance will pay and our portion of pay. Nothing is a mystery and we always feel confident of her sincere care of our vision. I have always hated to have my eyes tested but she makes it a breeze and I leave feeling we arrived at the best possible prescription for my eyes. We have been going there for many years and would never want to go anywhere else. Recently she has added an associate, Sultan who is every bit as wonderful as stated above, helpful, quick and pleasant. We give them both a five star rating and then some.

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11:22 am EDT
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Pearle Vision customer service

I went in to see if my glasses could be repaired Nick states no there is nothing that can be done. I left because his tone was very firm and unwelcoming. I called spoke with a helpful associate Jessica who states I have a protection plan and can get my glasses replaced. Nick was very unprofessional and never asked my name or if I even purchased my glasses there. He also stated there was no survey form that I could complete.

Glendale, WI

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3:41 pm EDT
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Pearle Vision service

I scheduled my appointment last week for today st 4pm . I called in this morning to reschedule it for 2pm. The consultant confirmed. When I arrived for my appointment at on time. They told me that they didn't have me scheduled for any appointment, they had a lady named Amy scheduled for 2pm. She said if she shows we can't see you today. I was very upset and didn't understand how they had no record of my appointment. Then she said Amy rescheduled this morning for 2pm . I said I rescheduled for 2pm instead of 4pm. Come to find out they rescheduled the wrong person. So I went back to see the doctor. He did not give me a billing statement. He simply said I owed him $64, I said ok what is that total for? He explained it but still no print out. Then I went over to the consultant and she said we don't do colored contacts so I don't have any for you to try on. She then said he didn't write colored contacts on here. I explained to her that's what I asked for. She Went back to ask Doctor Dawson and he came out of his office and yelled "What do you want"?! I was embarrassed. I said Excuse me I asked for colored contacts. He said no we had a understanding that you would do no color first. I said no sir we did not. He got upset and still didn't write down the prescription until the consultant asked again. She then said well I don't any for you to try on anyway! I was taken back and very bother by how badly I was being treated. So I paid $64 and left with no contacts. Worst Customer Service ever!

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2:46 pm EDT

Pearle Vision glasses

I have purchased glasses there for the past ten years. After a car accident six years ago I could no longer wear their glasses. I spoke to them repeatedly for the past six years telling them their glasses were giving me headaches. I also insisted after my last eye exam that they repeat it after I received my new glasses that also caused me many severe headaches. I had to stop wearing their glasses because of the headaches they caused. Finally I went elsewhere and found out the prescription and glasses they gave me all that time since the car accident was wrong. My eyes were out of alignment and the difficulty their glasses caused seems not to have been understood by the manager. They offered me free new lenses for my current eye glasses with no appreciation of the headaches they caused me for years. My life is so much better now that I have the correct glasses. this cannot be overstated. Plus, they put an enhancement factor on their eyeglass prescriptions to make them a little stronger, presumably to impress clients but it actually makes the prescription stronger. I kept telling them the glasses were too intense and they told me I was sensitive. I am extremely disappointed that I was not listened to and they blamed me for the difficulty their glasses caused me. Absolutely pathetic service.

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Phone number

+1 (800) 937-3937

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