Complaints

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• Initial Complaint

  Date:11/14/2022

  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.

  Had eye appt, and purchased lenses and frames in the same story. I wanted a metal frame. I told the clerk i had good luck with 'Flexon' before. She suggested I look at Silhoutette brand, which I purchased. I picked up the new glasses on 7-Nov. While adjusting the frame, the clerk told me she damaged the lenses with the heat. She told me to take the glasses with me that i could still wear them. When i took the frames home i realized these are plastic, and not the metal ones i came for. Also, the lens is too large in area, which does not allow me to 'peak down' (i do not have progressive, i peak down without lens). I went to the store to return the glasses today (12-Nov). The clerk told me this cannot be done because she ordered new frames and lenses already (btw- those are not in yet), and only today when i went to return the glasses, i found out that the clerk had also ordered new frames because she had also damaged the farmes. She did not mention this when i picked up the glasses on 7-Nov.. Well, it was not my fault that she damaged the frame and lenses when she adjusted them. The clerk refused to give me a number to call a manager. She told me she is not authorized to give a number to call to, and that Pearle Vision does not have a complaint number. The frames she recommended are not metal. and the lenses are too large. I left the glasses that the clerk damaged at the store. I want my money back.Lastly the web page advertises two doctors, during my eye appt neither doctor at the story. A technician named ******** evaluated my eyes. This is not who i went to see.

  Business Response

  Date: 12/13/2022

  The associate ordered a new frame as a courtesy because the original one was loose and thought a new frame might fit her more comfortably. The patient requested the owner's personal cell phone number (which of course staff would never give out personal information for any employee) because she did not want to wait until Monday to speak to the manager who was not in at the time. The patient came in on a Saturday (11/12/22) when we have limited hours and limited staff. On Monday (11/14/22) when the manager was in, she called the patient to help her and processed her return and refunded all of her money. As far as the "listed doctors", we have multiple providers who all work together and see patients between multiple locations depending on the schedules and who may be covering if someone happens to be off a certain day or out sick. This patient's money was refunded back to her on Monday 11/14/2022 and has had no further business with us since. The transactions between the patient and our business have been settled and over for weeks.