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:02/17/2023

  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.

  February 4 ***** I went to Pearle Vision to have 2 pair of eye glasses changed to reading lenses only as I have just had cataract removal surgeries. I bought my eye glasses from another vendor.I told tje two representatives that after changing the lenses I was going to donate them to another agency.My husband picked up my glasses with the new reading prescription around 6pm February 16, 2023. He did say he saw the lenses when the ** representative took my glasses out of a box and handed them to him. He thought everything was in the bag when he returned home. I left a message with ****** Vision at 6am this morning (2/17/2023) saying that I wanted to come and pick up the two sets of original lenses.The woman who I spoke **** said she was the wife of Randy who handled my glasses. She Saud the lenses were no.lomget there because they had been sent for a credit. I said how can that be when tje lenses were my property? She said it was policy and my husband didn't ask for my lenses. She also said. You have your new prescription lenses aren't they ok? I was never told that ** would keep my original lenses which were expensive. I only signed a waiver not to hold ** accountable if my two sets of eye glasses were damaged during the transfer of my original lenses for the new reading lenses.I even asked the woman how could they get a credit for property I owned ? She only said he did the work and he'll get the credit. This is ludicrous as he did his job and having them get a " credit " for my property is unexplainable. My. Lenses tanged from $450 to $600 when I purchased them in 2017.

  Business Response

  Date: 03/08/2023

   

  We don't keep patients lenses after the glasses are made. If she was told we returned her lenses for credit, then it was an honest mistake. When we remake lenses, we normally do return the lenses for credit.

   

  ****

  Customer Answer

  Date: 03/16/2023

  
  Complaint: 19426671
  
  I am rejecting this response because: it's a lie. They kept my lenses and she told me her husband Randy sent them off for a credit for himself.  She went on to say you have new glasses aren't you satisfied?

  
  I've worn glasses all my life and no one has ever stolen lenses I paid for from another vendor.  This is theft and I want my original 2 sets of lenses or a reimbursement!
  
  
  Regards,
  
  *****************************