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:02/20/2024

  Type:Customer Service 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.

  This issue begins 12/21/23 with my eye exam @ pearle vision and ends 2/16/24 with my conversation with *****, the manager @ pearle vision. When I made the appointment via phone call, a staff member told me there was no co-pay with my insurance. After the exam and I was checking out, I was told there was a ***** co-pay. I was told by ***** on our phone conversation on the 14th of this month that a co-pay was for diabetic patients. Not diabetic. Then he told me to come in on the 16th, which I did. I purchased frames somewhere else, 1/3/24 and brought them to pearle vision, where I discussed types of lens with staff member, *****. He told me the glasses would be ****** dollars. I had to come back to the store to put down money and run my credit. That was 1/5/24, where I spoke with another staff, *******, who informed that the glasses cost ******. I will be financing ******. P/u glasses 1/23/24. The bifocal line was very high on glasses. ***** told me to take them home @ where them a few days. I said I can't where them. He says " I don't know why that line is so high." I go back to ******* who says " I measured for a no bifocal line." ***** had said they make 1 correction for free, however; that's their error. The glasses get sent back. I p/u glass 2/12/24. I still feel glasses aren't wearable for me. As I mentioned I spoke with ***** the 14th of this month, he told me to come in on the 16th, which I mentioned. On the phone he said we will do anything to make you satisfied, won't cost you any money. In person, on the 16th, basically told me to go home where the glasses all the time. I said I don't have to. He said, yes you do. I watch tv @ can see @ read what's in front of me. Why would I put on glasses? I do laundry@ other functions in my home, @ can see. Everything this company has said from beginning to end has been a lie. If they treated everyone that comes in this store like I was treated they would be out of business.

  Customer Answer

  Date: 03/18/2024

  Thanks for not being able to help me in any way.  If you don't help the **** things will work as they should in your life.

  Business Response

  Date: 03/30/2024

  WE ASK THIS TO BE REOPENED AS THIS CUSTOMER COMPLAINT WAS HANDLED IN STORE AND A FULL REFUND WAS GIVEN.

  IN RESPONSE TO *************** CONCERNS ABOUT HER **** FEES, *************** WAS ORIGINALLY SCHEDUED FOR A COMPREHENSIVE ROUTINE EYE ****, WHILE IN OFFICE THE **** CHANGED TO A MEDICAL ****, ADDRESSING MEDICAL CONCERNS.  WE DID OFFER AT NO CHARGE AN RX CHECK AND IT IS COMMON THAT NEW WEARERS OF PROGRESSIVE NO LINE BIFOCALS WILL NEED A DAY OR TWO TO ADJUST.

  *************** WAS OFFERED TO HAVE US REMAKE HER LENSES AT NO CHARGE. GLASSES ARE A CUSTOM MADE PRODUCT AND CUSTOMARLY THERE IS NO REFUND ON A PURCHSE, BUT WE WILL DO OUR BEST TO MAKE EACH CUSTOMER HAPPY.  AS WE WERE UNABLE TO MAKE ********************* WE DID AGREE AND HAVE SENSE PROCESSED HER FULL RETURN.