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:09/12/2023

  Type:Billing 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 is a copy of the email that I attempted to send the customer service ***** Invalid email address and today when I called the ********* ** location I was told there was nothing else they can give me. Printed 100% satisfaction return policy states that it must be done within 30 days of purchase - how convenient that is tomorrow. To Whom It May ******** I was not sure who to contact regarding an experience that I am currently having with one of your locations. I am unable to get through to anyone on the customer service phone number that I was given. So, I will attempt this email address that I found online. On 7/31/23 my husband and I spent $2580.33 in your ********* ******** location. When he picked out his sunglasses, he was told that the lenses that he needed were not available for those glasses from *********** and was talked into something else and the employee assured him he would love them and would have no issues. My husband got his glasses within a week and immediately realized that something was wrong with them. He was unable to wear them because they made him feel nauseated and gave him a headache. He got his eyes rechecked, and the prescription WAS WRONG and when meeting with the doctor was told that the bifocals can be made for those glasses with another outside company for less than $100.00 but that there would not be any warranty from ***********. I / We are fine with the warranty part, but we are told that we will NOT be given any refund for the difference in cost of the lenses which is around $525.00. This is unacceptable. We are being told that our ONLY option is to pick out a different set of glasses and get something remade. Basically, it wont matter if they are cheaper, we are not going to be given any kind of refund whatsoever. I wish there was something in writing that we could have seen stating that your refund policy is not existent As well as there being NO CUSTOMER SERVICE OR CUSTOMER APPRECIATION. Before spending the amount of money that we did. My husbands daily eyeglasses are currently being remade and there is no problem with them but as far as we are concerned, we want a full refund for the sunglasses ($917.00) because my husband was totally misled by the employee and the customer service we have gotten has been terrible. With the amount of money that we recently spent you would think that the facility would be more willing to make this right? It would be nice if someone could call my husband and speak to him more about this, his name is ***** and his cell number is ************. As of right now I told him to go pick up his daily glasses and make sure they are correct this time and not to even mention the problems with the sunglasses because I am going to handle this at the corporate level to get it taken care of. It is terrible to feel like we got scammed or taken advantage of and we just want our problem to be corrected. Whether that be a full refund or a refund for the cost difference in the lenses.

  Business Response

  Date: 09/11/2023

  I am the Business Manager for only the Pearle Vision in *********.  I am not responsible for any other locations in *********, let alone another state.  I have reported over and over again that this is not the place to forward complaints for other Pearle Visions too.  I spoke with someone within the last 2 weeks to submit this request again.  Can someone please take care of removing our office from the list for any Pearle Visions besides the *********, ** location.

   

  Call ************** for corporate Pearle Vision locations customer service complaints.

   

  Thank you!

  Customer Answer

  Date: 09/12/2023

  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, details of the offer I reviewed appear below.
  
  There is no resolution to the issue that was presented.  Their response ONLY stated that you did not contact the right person or department about the complaint.  So please tell me what your next step is?
  
  Regards,
  
  *******************************

  Business Response

  Date: 09/18/2023

  Good afternoon,

  Luxottica Retail North America Inc. is not at the location of ********************************************************************************. This letter needs to be sent to the correct address.

  Thank you.