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Business Profile

Optical Repair

Pearle Vision

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Optical Repair.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/10/2025

    Type:Product Issues
    Status:
    Unanswered
    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.
    On April 25, 2025 I purchased (2) pairs of glasses. The glasses has scratch marks so I returned them and they gave me 2 different pair of glasses which have watermarks on the lenses. I can not use these, they distort my vision, I can not drive with these. I tried to return them but the employee at the store told me they will not return them. The business has a 100% Satisfaction Guarantee that allows you to return the merchandise. I have submitted a complaint within the 30 day window. I want to return the glasses and receive a FULL refund. I appreciate your time. Thankyou.

  • Initial Complaint

    Date:06/16/2025

    Type:Product Issues
    Status:
    Unanswered
    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.
    On April 15, 2025 I purchased (2) pair of glasses. The glasses had scratch marks so I returned them and they gave me (2) different pair of glasses. These new glasses they gave me have watermarks on the lenses. I tried to return them to the store and the employee would not let me return them and stated that's how come. I put in a complaint the ** Luxottica, case #************** and they told me to go back to the original store I purchased the glasses from. I already tried that and they told me that I can not return them. My paperwork states: "PEARLE VISION HAS 100% SATISFACTION GUARANTEE. THEY ALLOW YOU TO RETURN EYEWEAR WITHIN 30 DAYS OF PURCHASE FOR ANY REASON". I tried to return them and was told NO. I tried to drive with these glasses and I can not, they are useless to me. I have worn glasses my whole life and never experienced this issue. I am almost 80 years old. I am requesting a FULL REFUND of $731.49 so I can take my money elsewhere to purchase glasses that I can wear. Please honor your statement. Thank you.

  • Initial Complaint

    Date:11/14/2024

    Type:Customer Service Issues
    Status:
    Resolved
    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'm writing to express my profound dissatisfaction with the customer service I recently experienced regarding my appointment scheduled for 11/14/24, at 4:20 p.m. My experience not only left me disappointed but also questioning Pearle's commitment to *********************** care.Yesterday, after a ******* workday, I received a call from a customer service representative confirming my appt. During the conversation, I was informed that I needed to arrive 15 minutes earlya requirement that was not stated when I booked the appointment online. This unexpected request disrupted my schedule, especially given the demands of my work and other responsibilities. I explained to the representative that my understanding when booking the appointment was that 4:20 p.m. would be honored as the arrival ******** requested that this time be ************ my shock, instead of accommodating my request, the representative simply canceled the appt. This action was both dismissive and disappointing. Despite my efforts to convey my current time constraints and my need for understanding, there was no attempt to empathize with my situation or make a reasonable accommodation.This lack of transparency around scheduling requirements & the absence of any empathy from your representative made me feel undervalued as a customer. I had been under the impression that Pearle Vision held itself to a higher standard of ********************* Unfortunately, this experience has forced me to reconsider my choice of provider, and I am now seeking alternative vision care services.I urge you to address this situation, not only for my own peace of mind but to improve Pearle Visions overall customer experience. Service policies should be communicated transparently at the point of booking, and staff should be trained to approach customer interactions with *********************** hope to see Pearle Vision improve its service standards and make customer care a genuine priority.

    Business Response

    Date: 11/23/2024

    The patient scheduled her appointment online for November 14, 2024, at 4:20 PM on November 12, 2024. The confirmation email states under REMIND, "Please arrive 5-10 minutes prior to your appointment to fill out required paperwork." An example of the confirmation email has been attached for reference. Some patients miss this note, so we provide a courtesy call to remind them. We called the patient on November 13 and left a voicemail indicating that although her appointment is at 4:20 PM, we ask that she arrive 15 minutes early.

    The patient called back and mentioned that she is a teacher and would likely arrive exactly at 4:20 PM, as she would not be able to come in earlier. The associate then tried to accommodate her by offering a later appointment time of 5:20 PM, but the patient indicated that she would be in bed at that time.

    The associate reiterated that the appointment with the doctor is at 4:20 PM and that it is necessary for her to arrive prior to that time for the required paperwork and pre-testing. This policy is in place to respect all our patients' time and to minimize wait times. .The patient insisted that we allow her to come in at exactly 4:20, or she would seek treatment elsewhere.Ultimately, the associate had to cancel the patient's appointment as none of the accommodations offered seemed reasonable for her needs.

    We have attempted to reach out to the patient, leaving two voicemails. We understand that we may not be the right fit for her and respect her decision to seek treatment elsewhere.

Pearle Vision is NOT a BBB Accredited Business.

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