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:01/11/2023

  Type:Service or Repair 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.

  I was quoted $118 for 2 prs of complete eyeglasses on 11/16/22, in person prior to scheduling an eye exam on 11/18/22. This price was confirmed 4 times on the 16th & 3 times on the 18th. I was then charged nearly 80% more and received numerous excuses, ******* unprofessional and substandard services each and every time I tried to rectify another issue that had come up before ever receiving the proper glasses, contacts, invoices, etc. Countless trips back and forth due to eye dr. ******* ordering ******* eye glass manufacturing ******* eye glass prescription ******* contact prescription ******* phone call misinformation, etc. Every single thing anyone at Pearle Vision in Orland touched or had a part in was done wrong!!!!!!! They had the nerve to state that they accommodated me when I complained to corporate, when in fact, all they did was attempt to fix the dreadful mistakes they all had made. Each issue leading to more mistakes on their part. It was unbelievable how unprofessional, incompetent, neglectful and unsatisfactory their services are. They should not be allowed to be in business with such unprofessionalism and inept practices. After reporting to their corporate office, the manager lied to cover for herself and her staff stating that they had reached out to me. This was a blatant lie. I no longer wish to be contacted by ****, the so-called manager, or any of her inadequate staff. Consumers need to know what is going on there. I'm certain mistakes happen there every day. I AM ABSOLUTELY DISGUSTED!!!(see attachment below which details more)

  Business Response

  Date: 02/06/2023

  This is also showing that I have tried to resolve the issues. I called patient as well and she was hanging up on me. 

   

  *********************

  General Manager

  Customer Answer

  Date: 02/06/2023

   
  Complaint: 18726497
  
  I am rejecting this response because: *********************' response is a lie. She called once & I answered & spoke to her. She wanted to tell me she accepted my $50 coupon that she had previously denied. When i told her I was going to report her, she took it. She has never apologized or taken any responsibility for her actions and errors or the actions and errors of her subpar staff. 
  Have you noticed she has not addressed the numerous mistakes that I have detailed? Pathetic!
  Sincerely,
  
  *******************

  Business Response

  Date: 02/07/2023

  I have attached various emails where I have reached out to ************. I have attached receipts to prove that I addressed each concerns by taking more than 50 percent off each pair of glasses. I have mailed several contacts at no charge to patient. I did not charge her for her exam *********** fit.  I have accepted coupon that were not appicable to her order. I have apologized and she has responded and stated she would not accept it. More than one representative have talked to her and apologized. She has insulted and advised that she no longer wants me to communicate with her. Again, I apologize that we were not able to satisfy her as our email has stated. With return of glasses in like new condition we will refund fully.

  Customer Answer

  Date: 02/08/2023

   
  Complaint: 18726497
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 02/15/2023

   I,
   *******************, REJECT THE RESPONSE OF PEARLE VISIONS MANAGER, *********************, AS IT IS LOADED WITH FABRICATIONS AND DENIAL ON HER PART TO DEFLECT THE LACK OF RESPONSIBILITY OF HERSELF AND HER EMPLOYEES. 
  
  Each
   and every step was laid out, truthfully, in my original complaint. She outrageously responded with made up lies and slanderous comments. I was not ever banned from any previous provider. I explained that I was looking for a new practitioner because my previous
   eye doctor had machines that were often not working properly, so I was dissatisfied. Her defamatory remarks make her liable for a lawsuit. I did not cry to anyone. I was shocked and disappointed that the quote of $118.00, $120.00 with tax (which was confirmed
   at least four separate times over two conversations in two days) had become $1,018.00 plus. Her ***** attempt to bring up the sales clerks nationality is despicable, as it had nothing to do with the error the clerk had made. I believe it was either an uneducated
   way of speaking or a way to trick the customer into agreement, then to increase the price ten-fold. Sparks description of the figures is entirely inaccurate and doesnt even make sense. Why would a sales clerk have any discussion about 18 cents. Another of
   Sparks pathetic attempts to blame others for her and staffs unprofessional business practices.  
  
  I
   never hung up on anyone. I took a call from Sparks when she called to say she was going to use my two $25.00 coupons, one on each pair that I paid in full for. She did not do any favors, she simply credited what I was entitled to. 
  
  She
   did not provide the costly contacts, as she states. She gave me 3 free samples. How low will this woman go and how deep is her capricious unaccountability? 
  
  I
   want the corporate office to be aware of such deceit and unprofessional, substandard service of numerous employees at *********** Pearle Vision, particularly, the feckless Manager, **********************  
  
  I
   came in, was quoted a price, saw their eye doctor, paid in full for two pairs and was abused from that moment on. The wrong contacts were ordered, distance contacts were never discussed, they were to be multi-focal. The first pair of glasses had sharp to the
   touch lenses around the frame and needed to be buffed. 
  No calls were made that
  either pair of my glasses were ready. I had to contact
   them to inquire. Pair number two was made incorrectly, at which time, ****** manipulated the frames to make them better, then had the nerve to tell me that I
  couldnt see out of them because they were metal frames,
   as opposed to the plastic frames of my first pair. ARE YOU KIDDING ME??!! The eye doctor then checked the actual glasses only to find that they were, in fact, made with the wrong prescription. The axis measurement was wrong!  
  
  (All
   of the aforementioned complaints, have been detailed thoroughly in my original complaint.) 
  
  Additionally,
   her evidence of two invoices merely shows the money I paid in full at the date of service and the receipt credited for my coupons.... not
   a refund. 
  
  Every
   single encounter, call, interaction with Sparks and those at Pearle Vision was to rectify their outlandish, unbelievable, inconceivable errors.  
  
  THEY
   SHOULD NOT BE ALLOWED TO DO THIS TO OTHERS AND CANNOT SLANDER THE INNOCENT CUSTOMER! 
  
  I
   REQUEST THE BETTER BUSINESS BUREAU TO CONTINUE THIS SERIOUS COMPLAINT WITH PEARLE VISIONS PARENT GROUP, LUXOTTICA GROUP S.p.A