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:07/17/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 went in to Pearle Vision in North Riverside (zip code: *****) hoping to get a new prescription for my glasses and contacts. The doctor/front **** has mistakenly put my astigmatism axis for 170 instead of 160. With a 10 degree rotation, it usually is not a problem, however, the doctors were pushing for ****** Vision contacts EXTENSIVELY over the other contact lenses brands as if there were no other contact brands. I then went back and forth to try out the trial lenses but they all were very uncomfortable. I ended up purchasing a years worth of contacts from ****** Vision via Pearle Vision for $408.85 + $46 for eye exam. After I tried on these contacts, I started seeing doubles, extreme muscle straining around my eyes, headaches etc. I called my doctor telling him my concerns and my suspicion of it being my axis was off, he brushed it off a few times and told me EVEN IF the axis were inaccurate, it shouldn't be this uncomfortable, completely ignoring the fact that they messed up. I went in to the office a few days later, and it was found out that the ****** Vision contacts have a so-called stable rotation on my eyes, that it will always shift 10 degrees, on top of the messed up 10 degrees from Pearle Vision on my prescription. I contacted CooperVision, they didn't get back to me, they only told Pearle Vision that they would EXCHANGE the 360 contact lenses, but I'm not even sure if these will also have the stable rotation on me. I called Pearle Vision, they also told me they won't take these lenses back and refund it etc and that I'm basically stuck with these contact lenses. I told them that I would escalate this to the BBB and they said they will see what they could do, and they never got back to me again. I wish to send these contacts back and receive full refund from either Pearle Vision or ****** Vision.

  Business Response

  Date: 06/27/2024

  Hello ****,

  We are providing you with the link to our *********************** Form. This form will request all necessary information, so that we may address your concerns as quickly as possible. We are currently responding to all submissions within five business days.
  
  To access the form, please visit:
   
  **********************************************************

  Thank you,

  Luxottica

  Customer Resolution Team

  Customer Answer

  Date: 07/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  I'm not sure how to proceed from here, they claim that the location is independent, although it carries their name. And I'm not sure if that "independent franchise" is in the BBB database.
  
  Regards,
  
  ***************
  

  Customer Answer

  Date: 07/10/2024

  Hi,

  Thank you for taking your time to look into the issue for me! I was wondering what did you mean by filling out the form that they previously sent, did you mean the form that was sent by the business? That was the form that I filled out which they gave me the response for the ****** business being independent. Should I file another complaint regarding the ****** independent franchise to proceed?

  Thanks again.

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

• Initial Complaint

  Date:06/24/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  06/24/2024. Prior to an eye exam, my benefits were verified as being in service with my exam being covered by the staff of this location. After my exam, I was told my exam was partially covered. They are in network but are unable to provide contacts to me that are under the selection list for my plan. It is extremely misleading. Theres no way to ascertain that Pearle would not in fact be able to provide the necessary materials based on them being in network for my insurance. No one at the business attempted to reasonably rectify the negligence on their behalf.