Pearle Vision

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.

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

I brought my own frames because I noticed Pearle's frames were costly. Therefore, I only ordered lenses for two frames from Pearle Vision Center, Somerville, MA, 02143. With a so-called 20% discount for my insurance, I was charged $1, 500! For the same lenses with the same added features (tinted, thinnest lenses, glare resistant, high prescription for low vision) Zenni charged $88 (including a frame) per glasses and Vision Works charged $300 for a full pair of glasses with the same prescription. Unlike Pearle Vision, the latter companies had a money back guarantee. Pearle rep said I could only get an exchange. I assumed with the high cost, I would get better lenses for my low vision prescription. Instead, it was the same quality lenses as the other retailers (I actually brought my former glasses from Zenni and Vision Works for the Pearle Rep to compare). I told the Pearle rep I couldn't accept the lenses, so she sent them out again to get the lenses done "by someone else". It took over a month to get the unacceptable lenses, so I doubt if I'll approve the second attempt. No two sets of lenses alone should cost $1500 with a 20% discount. Pearle overcharged me! I am leaving complaints and poor ratings wherever I can to warn potential clients of this company.

Frames were sent to dallas from okc to be loaded with new lenses. Lenses were messed up in dallas and had to be redone.
Glasses showed up after about a month and i had to take them back. They had to send them back to dallas again. 2.5 or 3 weeks later the glasses showed up and were STILL not right.
Now, i have a new pair of ray ban glasses that i cant wear. I had them made for work, and i cant wear them there seeing as there is not a reading lens along with the distance in the glasses.
Now the asm is giving me a run around after 5 phone calls in to the store where they tell you, " I'll have to get with my manager".

I have been shopping at PVC for 10+ years. 1st in Va. (last name was Hairston) and then this year in NJ. (last name Tucker). I spend at least $800-$1000 over my insurance because I like really nice glasses/sunglasses. March of 2019-usual exam, glasses & contact script($900+). Pick up glasses & sunglasses about 3 weeks later. Sunglasses are not fitting correctly (maybe coach). The coach sgs I have currently, were bought 4 years ago. My prescription has changed slightly every year, but I cannot find any sgs, like these. I return the new Sgs that I bought March 19-today, and get the "rude around" 1st I'm told about the 30 day return policy and they try to compare buying jeans at the store next door, I ask what does that have to do with glasses? Then I was advised they could be taken back, just inspect for scratches. I advised you won't find any because I have only worn them a few times and went back to wearing my old ones. I told them that last year I went to Lens Crafters only because I did not know where the PVC was at the time, and bought new sunglasses (Tiffany). They took them back and refunded my money after 5 months, because they just did not fit. Glasses were fine. I was advised "that's them, not us". Then I was told I could pick another pair and would be given a credit on the books if they were less/ or pay extra if they were more. I advised, that since I had to order my contacts anyway, I would just use the credit to get them and be done with the store. I had just bought new glasses and sun glasses in March. Glasses are fine. I did not want to return to this store next year. Then I was told I could not get contacts but could get glasses, because contacts were different. I said I understand that they are different. But I have a script from them that I paid for and since I was coming back to the store to get my contacts anyway after trying the samples... the associate then interrupts me and says, Is that what you want some more samples to make it right? I say no, if I'm going to have a credit, I would order my contacts, pay an additional $40 and then come back to pick them up along with these new sunglasses that may or may not work. The associate gets up to again ask the other associate could I get contacts and she said no and also no credit. If the new sunglasses I choose are less than the cost of the ones I have, then too bad. I said, you just told her less than 5 min ago that I would have a credit on the books. What difference would it make if it were glasses or contacts? She advised, well she (the other associate) has only been here for a few months and does not know what she's talking about. I said really? You just told her what to tell me. Also, when I was there in March, I spent an hour in the store and knew this lady had 1. Been at the store for over a year, was divorced and moving! Mind you, there are only 5 people in the store. Myself, 2 sales associates and 2 other customers who are with the 1 doing all the talking...meaning you can here a pin drop in the store and I here everything she is telling her to tell me ( she was literally 20 feet away). Finally the associate says, well do you just want us to give you some contacts, would that make it right? I say no, if I'm going to have a $60+ credit, I would like to use it towards a contact lens order, pay you $40 and come back for it along with this 2nd pair of sunglasses that may or may not work. I was still advised no credit. I left with the sunglasses that I cannot use, the owners card and advised I would contact corporate.
All I want now is a refund for the sunglasses that I bought in March.
I noticed that the old Coach sunglasses I have have a metal bar going through the arms, maybe that is why they are so sturdy HC8049(L043 Alexa). They are trifocals, 3D, Blue and tourtise shell arms. have worn them for the past 4 years now. excercising, walking, trips, etc. they have been dropped a few times, never been adjusted, and the only thing wrong with them is that they have a tiny scratch in one of the lenses and the script is 4 years old. I would buy a new pair in a NY 2nd, if I could find them. Or just have the lenses changed.
In the meantime time I again would like a refund for the sgs bought in March and never have to deal with this store in Moorestown NJ, again. 1st 2 pics are the old sunglasses, 2nd 2 pics are the new ones.
Arlette Tucker-[protected]

5/5/2019 I called the Peale Vision in Henderson, NV at 1381 W Sunset Rd Ste 120 at 10:51am and spoke with Diego. I asked if there was a way that I could be seen as I was experiencing a vision problem. He stated that they were booked with appointments but that he could get me in between them. He then told me that I should come to the store between 1:30pm and 1:45pm as the doctor would be at lunch from 12:30pm until 2:00pm. I arrived at the store at 1:40pm and checked in. Diego did keep me informed that I would have to wait until the appointments were seen. I even offered to come back at the end of the day and he told me it was best if I waited. I was ok with this as I was aware that they were trying to get me in between the appointments and I was experiencing a vision problem and wanted to be seen that day. At 3:30pm, Diego then informed me that he had spoken with the doctor and that they were expecting a no show so that I could be seen, but everyone had shown up for their appointment. Therefore, there was no way that I could be seen and would have to come in another day. There was still a chance that the last appointment of the day would not show up so I was given the opportunity to leave and call back at 4:30pm to see if I could be seen. I was never told that there was a chance that I would not be seen that day if all of the appointments did show up. Who in their right mind would wait hours to be told that they may not be seen after sitting in a office? The behavior of Diego and the doctor was completely unethical in my opinion. As a medical professional, I have never seen this happen, being told to wait for hours and then not be seen! In reality, the doctor would have taken 5 minutes with me! If this is Pearle Vision's policy then you should be ashamed of your business. I hope to get a response to this situation [protected]@cox.net

On 5/8/19, my daughters and I had scheduled exams. Prior to this, I brought my eldest daughter in with a script to get glasses. We worked with Vicky, your store manager, and her associates and I found them to be professional and great to work with. Therefore, I scheduled exams for myself and other daughter. We were met by Dr. Vu who was extremely condescending and arrogant from the start. I tried giving him some background by telling him that we would need contact lenses and glasses for my youngest daughter. He said that he "doesn't like to double dip with insurance and will give me a deal." I wasn't sure what that meant so I inquired further. At first, I thought he meant he would give me a discount on either glasses or contacts knowing insurance would only pay for one. He then said it would cost an additional $75 for me to own my daughters prescription. I asked him what that meant because I was under the impression insurance covers the exam and any written prescriptions minus the copay. He then said to me: " I have been doing this for 19 years and own 3 stores so try to keep up with me." So I paused and said that's great but you are still not answering my question about this $75 script charge. He then said: "ok. let me try to explain this to you a third time." At that point, I crumbled up the information sheet I was filling out and told him we were done and no longer wanted the appointment. Vicky heard what happened and continued to apologize to me. Even she said he doesn't explain himself properly. You would think if this isn't the first time this has happened they would want to replace him. I am appalled at the way this Doctor- who represents your company treated us. The biggest problem I now have is my eldest daughters glasses aren't correct and now I have no recourse because he's the only doctor. So now I have to take her to another doctor and pay out of pocket. I would be happy to discuss this with you further and may be reached at [protected]. I really hope you care enough to seriously consider getting another doctor in to represent your clientele. Sadly, because of him, you have lost 3 clients.
thank you for your time.
Bernadette Knipe

I was visiting a Pearle Vision today 4/15/2019 in the Ga Square Mall to inquire to get my glasses tightened up since I am a former customer over the years from buying Contacts and eye glasses. The employee broke my frames and proceeded to tell me she isn't responsible and there is nothing she can do and that I had to pay $135 for another pair of frames. This is wrong and very bad for business for Pearle Vision. The employee was rude and not helpful in telling me how to contact the owner of the franchise. I will be talking to an Attorney asap if this matter is not dealt with. Thank you, Jason Baxter [protected] or [protected]

Went for eye appointment, was told there is NO appointment, then was told, "Wait 10 minutes. Dr can squeeze you in, " waited 2 hours, then asked to use bathroom, was told "It's not for public use" then "It's broken." In other words: receptionist lost my appointment, lied about bathroom and wait time. Then I bought frames, clerk misread my script, didn't offer me sale price, the next day I called unhappy with my frames, was told "no exchanges" in other words: she didn't read my script right, didn't guide me to pick correct frames, overcharged me, and told me no exchanges, ALL wrong information. It took several visits dealing ONLY with the manager to get right frames and prices. The other 2 clerks were a nightmare, uncaring, ill-trained and rude.

Elba rivera
12927 dove point ln
Houston tx 77041
Telephones: home [protected]/cell [protected]
[protected]@gmail.com

To whom it may concern january 28, 2019

Re: complaint against optical business
Pearle vision-copperfied
Seen by: elaine kmiec, od, license #2721tg
7085 hwy 6 n
Houston, tx 77095

On december 27, 2018, I went to pearle vision-copperfield with a redeemed coupon "groupon at pearle vision" (which cost me $54.00) to do the annual vision exam. Days after my appointment to make me the "annual vision exam", I received a massage on the email asking me: how would I rate pearle vision? (notify@r. Groupon.com). Let begin what happened the day of the exam:

1- while the optometry (elaine kmiec, od) was examining me, the lady in the front desk came to the exam room to let the doctor know that she was over her time. Then she proceeded to stand there and wait in the examining room until the doctor knew that she was over her time. Then she proceeded to stand there and wait in the examining room until the doctor was done. I thought this was inappropriate behavior not only to the doctor, but to myself as a patient. I felt I had no privacy while the doctor was examining me. Again, her behavior was inappropriate and completely unprofessional. I do hope this behavior is discussed. I was shocked at the lack of professionalism on behalf of the front desk clerk (I think her name is melinda, (when you enter the office, that person sits on the left side of the front desk). Also, my son carlos figueroa is a witness, he was with me.

2- I ordered the glasses which cost me $297.95. Also paid $79.00 for contact lenses (which I did not order, because did not see either (I use contact lenses from the age of 16, I turned 82 years old) plus the coupon $54.00, total amount paid was from $430.95
3- unfortunately, a few days later, I caught the "flu" - with a tremendous infection in my right eye (what caused me to go to the emergency room at n cypress med center hospital on saturday, january 12, 2019). The eyes infection was terrible. I was prescribed for 10-days of antibiotic. The next week I went to see the optometrist to explain why I had not returned, but they do not allow me to talk with the optometry (just thru the front desk clerk) I was told to return after I finished the antibiotic for 10-days, to check my vision because of the infection.

4- after few calls, finally I went on monday, january 28, 2019, elain kmiec, od, to check my vision. Results: I was told nothing was wrong with the new prescription. I keep telling the optometry all the time while I was sitting on the exam room, that with the new glasses on, "I am seeing double the picture in front of me." the optometry continues checking the glasses, but again, no communication at all between the optometrist and patient, just thru the clerk who ordered the glasses.

5- when I asked the optometry elaine kmiec, od to explain to me what's going on, I was told "go to talk with that person (the clerk).

6- the clerk, named maria (refuses to give me her complete name) asked me if I want to reordered the glasses again; I asked,"if i'm seeing double, as I inform the doctor, how will I order the glasses with the same prescription?" — also, I noticed the right glass was scratch, I notified the optometry while I was on the exam room, she checked the glasses over and over with one of the equipment at the office, but with no comments to me.

7- I want a refund, but they penalized me with the 30% restocking fee, according to a small document (attached-no refund after 30 days) which I had signed. They did not take into consideration that I got sick with during that time period the"flu" and the infection in my right eye.

8- the cost of the glasses $297.95. The restocking fee of 30% = $89.39, which is money that I will lose through no fault of my own. They kept the glasses until I resolve this concern. As up to date, and after I paid the amount of $430.95, I do not have glasses neither contact lenses.

9- when I asked the clerk to talk with her supervisor, I was told that I have to call the corporative office for which they don't have an address. They just given to me the telephone number, 1-877-486-6486, which I called with no success.

10- please let me know what action I need to take for them to return to me the complete cost of the glasses. Also, I do not believe I should be penalized a 30% restocking fee based on the illness that kept me at home during the 30-day pearle basic protection period, when I paid the amount of $430.95 total, that should be reimburse to me.

Sincerely,

Elba e rivera

Attachments
(1) pearle basic protection
(2) receipt (see top right side where read, exam date: 12/27/2018/expiration date: 12/27/2019

Note: my contact information is at the heading of this letter.

Complain 1: no customer service
Came for 5 member eye exam. They did only 4 because we were 20 min late. They did not take all Even though the doctor was not busy.
Complain 2: slowest brain employee
Glass selection for 4 was done. Some Spanish lady who take 1 hour to review the coverage and said it ll take sometime. After spending 2 hours (eye exam) 1 hour glasses discussion I realized that they would take another 3 hours. So told them to process and leave it for us to sign in couple of days.
Complaint 3:no follow up process
Could not come 2 days later but did go 4 days later to review the paper work. Spanish lady rudely said. U did not come so we cancelled ur 4 glasses order. I asked is she can review and reprocess? She said not and I ll have start all over and spend 3 hours. I said ok ur loss left.
Complaint 4: no customer service and plan the slow system
I asked for copy of proscription and he took 1 hour to view and print.
Don't go to perlvision in Paramus NJ on route 4

I purchased glasses for my son on the 30th of November. They were supposed to be thin lens with a $542. price tag on them. The moment he put them on, he informed them he couldn't see out of them when he looked down. They have given us every excuse in the book as to why he cannot see & of course, it's all of our fault, not Pearl's. They were pretty pissed that I accused them of using cheap lens' as opposed to what I paid for. They even went so far as to call my eye Dr. They might as well call me a liar to my face. Needless to say, I now have to pay $100 for another eye exam to prove to Pearle that it was the correct RX given to us. Whatever happened to 100% satisfaction guarantee that is stated on the back of the receipt. They are refusing to put new lens' in & just want to give me my money back & for us to go away. Totally unprofessional. They are wasting my time, as it's an hour & a half drive each direction to Pearl. We've been there 4 times no with zero satisfaction. I have a picture of the exact RX glasses sise by side beside my sons & it's night & day difference to the thickness.