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:12/26/2024

  Type:Product 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.

  On March 29th, 2024 I brought my mother, ****** *********, who is my dependent to get her eye exam done and a new pair of prescription glasses. After going through the exam, we picked bifocal lenses and paid $693.18. The order was placed to be shipped to my house. The doctor said since it’s a progressive lense, which is new for my mother, it would take her a while to get used to them. A couple of weeks later, we received the new glasses in the mail. My mom said it was hard for her to adjust to new glasses but I asked her to be patient since the doctor said it would take a while. I was confident there was no issue with the glasses and it’s just taking time for her to adapt to a progressive lense versus her regular reading glasses. A couple of months later, my mom had to leave the country to get a surgery done and she was gone for a few months. Now she’s back and we went to Pearle Vision today, on December 26, 2024 and turns out the glasses weren’t made correctly according to her prescription and they weren’t marked correctly where it switches from distance prescription to reading and they want me to pay over $700 to get this fixed. They are saying I’m past 90 day window but it is the mistake they made so I don’t feel like I have to pay anything at all to fix their error. I spoke to the manager and she wasn’t willing to accommodate me considering it was their mistake all along and the medical emergency my mom had.

  Business Response

  Date: 12/30/2024

  Our guarantee
  If for any reason you aren’t 100% satisfied with your eyewear purchase, you can return it. Bring the merchandise back in its original condition within 30 days of your purchase and we’ll make things right.
  We’ll adjust, repair, exchange or replace with no excuses, and you don’t need to provide an explanation. (Applies to original purchases, and does not cover accidental damage, scratches, breakage or theft.)

  We have a 30 day satisfaction guarantee and we routinely extend that as far as 90 days but it has been over 9 months at this point. Unfortunately we are unable to extend our satisfaction guarantee that long.

   

  Customer Answer

  Date: 12/30/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  1 - this is a quality issue where Pearle Vision made a big mistake by making a wrong product, not a satisfaction issue like not liking a color or style. This actually impacts eyesight and your patients health. Therefore, the company needs to correct their mistake regardless of the time. This is not wear and tear or damage, the wrong lenses has been in place since day 1 so timing makes no difference in this case. 
  2 - we were not made aware of the 30-90 day guarantee. It is nowhere on the paperwork that we received so how would we know to come back within 30-90 days if you don’t educate your customers? 
  
  
  
  Sincerely,
  
  
  
  ******* ***