Pearle Vision
Reviews and Complaints

During the purchase of a new set of lenses, the order included a 1-year warranty - this is not supported by Flexible Spending Accounts, which I had to noticed before. This warranty should not have been automatically inserted in the order and I should have been more careful.
When I asked to exclude that charge, the store had a policy of giving only store credit. I discussed this with Liz (Bolingbrook IL) who then pursued the matter with her management and authorized a credit back to my debit card.
Notwithstanding the original error, I would like to thank the store for seeing fit to reverse the process. In particular, I was impressed by Liz's professionalism in following through and informing me of the status. Such employees are indispensable in good organizations, as they set high customer service standards.

I was not given information by sales people about options for progressive lenses. I was not told about premium progressive lens option. I was not told that I would only have clarity for approximately 15 degrees from midline with the standard lenses, so I ordered standard lenses. I cannot use these glasses that were sold to me, and I was not given the option to buy a lens that might actually work for me. I used my vision insurance for the entire year and paid almost $400 out of pocket for something that I cannot use, and I would never have ordered if I had been given the proper and accurate information. I spent a lot of time in this Perle Vision Center, and all they focused on was finding me an expensive pair of designer frames.

Have been trying to get my husband's glasses since August. First time it took 3 weeks to receive them. No tint or scratch resistance we paid for were on the lenses. We had to go back and get another pair of lenses placed into his frames. (We furnished frames) They called after another 3 weeks, said his glasses were done. When we went, they told him after getting there the lab broke his frames. Gave him a loaner pair, the lenses don't fit in properly, until a new pair have been made. It has been 3 weeks now. We called and the customer service person said they just sent a new frame to the lab this Monday and hope we have the glasses next week. We drive 1 1/2 hours one way to get there. This will be the 4th trip to get the glasses. Have never had such poor service in all our years going there.

To whom it may concern,

In May of 2022, my husband and I had eye exams and purchased new glasses at Pearle Vision in Woodbury, MN. My husband has never worn glasses and was experiencing nausea and dizziness while wearing his progressive lens glasses. He went back several times and was told he needed to get used to them. We left for six months and he was unable to wear the glasses. So, he returned to Pearle Vision a few more times with the same response. I then decided enough was enough. The lady there decided to measure them and found the lenses to be 6mm off. She suggested a new exam (July 12, 2023) and new lenses. The lenses were charged to us at $231.37. We believe that this cost should have been yours not ours since they acknowledged that it was not done correctly. The new lenses are working out perfectly. We are requesting payment from Pearle Vision for a mistake on your part.

Sincerely,

Mary and John Piehowski

I recently had a similar experience. Only I got as far as paying $449.00 for new frames and lenes.

First off the reason for my visit, I felt like I had a little bit of an emergency (or so I thought) On a Friday afternoon I couldn’t read my text messages. The harder I tried the worse it got. I’ve never not been able to see my phone. I had reading glasses for soldering small components but nothing like this. The entire weekend I couldn’t see any text on my phone and had to increase font size to 18 on my PC. So Monday I get into Pearl Vision for my last minute appointment I made in the morning, I’m handed an iPad as asked to fill it out. “Excuse me, I don’t understand I’ve been coming here for 3 years. Don’t you have any of my information?” Girl at the front desk said there is a new system, and she doesn’t think the information could be transferred. What? It’s 2023 everything digital can be transferred. It took me 20 minutes struggling to see the iPad which is already confusing enough. I clearly couldn’t see and was offered no help. That was ridiculous. I wish I would have just left then.

After a month and not hearing from anyone I called. The girl would answer the phone said she couldn't see the information on the status of my glasses. This was after a 7-minute hold. She told me the manager will be in the next day and give me a call. The following day was coming to a close and I still hadn't heard from the "manager” So I give them a call, and another girl picked up and says,"I don't know who told you the manager was going to be in today, but she is not. She will be in tomorrow."Another day, I call after I get off work around 4pm. When I asked, if my glasses where ready, this girl couldn't find me in the system Again I'm on hold for 7 minutes. That is ridiculous for a yes or no answer. Feeling disrespected of my time, I hang up and call back. This time some guy answers (the Dr. I believe) and finds me in the system right away. He told me my lenses were there but they needed to be cut and the manager will have them done tomorrow. This was a Wednesday. I confirmed with him, tomorrow, they will be done tomorrow for sure. He confirms yes tomorrow. Will someone call me?, I ask him."yes they will give you a call"I'm a little frustrated at this point for how long this has been and the inaccurate information. So, I asked should I give them a call if I don't hear from them?"Yes if you want to call them you can"Thursday passes, no one called. Friday, I call, a girl says they are not done but will be and I can come in after work. I show up on Friday 42 days later, and they are not ready. The manager says they sent the wrong script and will overnight them. Offered me a purple tinting for free. (no thanks) They will be ready next week; I’m going to overnight them. I wait again, until Thursday late afternoon, I call girl answers doesn’t know anything and puts me on hold for another 7 minutes. I don't know why it’s always 7+ minutes, just to tell me they are not ready. She has no idea why and is going to call her manager and call me back. I express my feeling by telling her verbatim,"this level of incompetence is unacceptable and frustrating" Next; I get a call from a rude, self-righteous little girl who says she is the assistant manager. She tells me they are not ready and will call when they are and then starts to tell me not to talk to her employees that why. I almost lost it. What why? I ask. One of the girls said you called her incompetent. She begins arguing with me about what I said. What I said was not an insult it was a fact. There were clear levels of incompetence, all around. I can't say if that was one person, but my entire experience combined why however many employees I talked to there was an undeniable level of incompetence. Lacking the ability to do one’s job inequality. I am fine with the supplier messing up the prescription. I get that. It happens. That’s not why I was incredible frustrated, and this little girl assistant manager clearly also had no idea what was going on and what I have already been through. It wasn’t the fact that it had been a month and a half after I paid, it was the constant inaccurate information, no one knew what was going on ever. So, at this point I am feeling insulted, disrespected and too be honest bullied by a bunch of playground self-righteous mean-girls.

I have been going to this Pearle Vision location for four years. I have bought new lenses and frames for 3 years. All of it went smooth. This year, something changed. Management, owner, I’m not sure. The Dr was great, the woman helping me pick my frames and check me out was great. The front Desk girls and the assistant management were enough to make me ask for my Money back. The assistant manager blew my mind how rude and wrong she was. I paid $449.00, at least give me correct information, and not argue with me on what I said. I knew I would never want to step a foot in that door again. I might lose my mind. I’ve never wrote a bad review in life. I don’t even write reviews, but this was hands down the worst customer service I have ever delt with. To get my refund I was put on hold (guess how long) longer…. Just to get her credit card machine? And then kept asking me to repeat the whole card number and after the 3rd time I’m disconnected. Did she hang up? Was this malicious? Felt like it. So almost 2 months later I’m still without my glasses and am still waiting for my money to show up in my bank account. Assistant manager is Morgen

I’m sorry for any grammatical errors or wording this was difficult to write and completely triggering. I’ve never felt so frustrated and disrespected ever. This isn’t steak that was too rare for me to eat, this was ability to see. My vision. I still cannot believe they had not even offered a way to make things right. All because I told her the level of incompetence unexpectable. I don’t think she knows what that word means. I wonder what she told her manager. I would have obviously called and made things right, fired the assistant manager and offer an apology and my lenses. What are they going to do with them now? What a waste, time, money, energy.

i took my mother Janice Miller for her eye exam on June 19 2023 at pearl vision 1129 Quentin road Lebanon Pa 17042. Their phone number is [protected]. Pearl vision called when they were in, I took my mother into pick up her glasses. the bifocals were not measured correctly. the numbers were 18 and 22 I do not remember Which was the wrong number, and which one was the right number. she also could not see and read the real big letters across the parking lot. Pearl vision said that they would retest her and fix the glasses. we made another appointment when I was able to take her which was July 10, 2023. In a week they called and said her glasses were ready so in we go again they are not correct, same issues as before! the young girl that we had at first, we were told was let go. the women we had said that they should have never made the polycarbonate lens. should have been made with the index lens. if she would have had us she would have seen this and saw that it was wrong. so here we go again!my mother can Hardley walk she has many muscle diseases. it is very hard to get her up and in and out a car etc. its not like we can just pick up and go. so after my husband and i got her back in the car I went in and said we would just like to have our money back, we were told that a manager will call tomorrow due to her not being in at the time. Eliana called and said they would only refund $160 for the frame, she said read your contract. then she said we didn't say we wanted the index lens. I said we were NOT GIVEN A CHOICE! I told her the first girl we had didn't seem to know what she was doing, right away she jumped on me and said now you are slamming my workers I said no you probably threw her out on the floor and didn't train her correctly! which wasn't her fault! Then Eliana said well that's all I can do for you is the $160 for frames and if you want the index it will cost you more. Eliana did say we can make a new pair but at a higher price. and she wasn't nice when she said it. we paid for everything on the very first visit. my Mother does not have eye insurance so it was coming out of her pocket. we would like to have our money back, the doctor didn't do his job correctly and the eyeglasses were not made correctly. TWICE ! I hope to hear from you soon. if not this will be going further up the ladder.

Thank you for your time.

Connie Eberly

[protected] please feel free to leave a text or message at this number

If a customer couldn’t get good customer service this would be it. I never been rushed out the store in my life. Why be open for business and business comes in and they feel unwelcome to shop and ask questions and get bad attitude sarcastic remarks. I must say this cause I’m tired of employees who pick and choose who they want to be nice to. July 3

I went an had a regular eye exam on 1/16/2023, they took a picture of my eye, not sure why but said it was part of the exam. OK, no complaints. I spent a whopping 2-3 minutes in the doctors chair, he put that machine over my eyes and said read the bottom line, which I could, so that was the end of that exam. He said no change to your prescription. Still fine. I ordered a pair of glasses and they made me pay what I owed at the time of ordering, so I paid them $214.99 on 1/16/2023. So far so good, now just need to wait for the glasses and I'm all set.

Around the 3rd week in March I get a bill in the mail for $190.72, no idea why since they made me pay what I owed at the time of service. So I called Pearle Vision and was told the billing guy was out of the office, she took a message to have him call me back. In the mean time I called my insurance company and spoke with them and she said it was billed twice under your medical & vision plan. She said Spectara paid all but a $15.00 copay for the exam and all but $214.99 for the lens & frames. Three days later still waiting for the billing person to call me back from Pearle Vision [protected] I call again. So I ask for the manager and she tells me the manager is the billing manager as well and he is out of the office at the moment and she will take a message to have him call me back.

Since I again have not heard a word back I go up to Pearle Vision on 3/30/2023 and brought my EOB's showing I don't owe anything but a $15.00 eye exam co-pay. The girl at the desk told me the billing manager isn't in. Does this guy ever work? So she went and got a doctor and he looked over everything and agreed with me, he took copies of my EOB's of what was paid and I paid my balance of $15.00 eye exam copay.

The next day the manager finally returns my call and proceeds to tell me I had a medical problem exam, news to me. To which I said, no I did not, if I needed a medical exam I would of went to Cleveland Clinic's eye institute not Pearle Vision. I told him my bill is paid in full and your doctor has all the information I submitted and this bill is paid in full. He said I will call you back tomorrow. Well today is 25 days since he was supposed to call me back and I'm still waiting for his return call.

Two days ago I get another EOB in the mail from United Healthcare showing he billed my medical insurance again on a claim that was already paid by my vision plan, then today I received another bill in the mail for $175.72.

Look I don't know what kind of shady stuffy that office is doing, but it is wrong. I have been in medical, dental and vision billing since I graduated high school and never do you bill a medical plan for a vision claim.

This needs to be corrected ASAP, I'm at wits end and about to file a complaint with the Insurance Commission with the State of Ohio, Ohio Attorney General, BBB and plaster how no one should go to Pearle Vision for any care all over Facebook, due to some fraudulent bill practices and horrific customer service.

I DO NOT OWE a dime and you need to start scrutinizing who is doing your books at that office, something seems awfully fishy. I cannot attach the EOB's because you don't have PDF as one of the programs I can only send by, but trust me your Parma office manager has them a few times, if he will actually call you back.

Account # [protected] from Pearle Vision Parma 7855 W Ridgewood Dr #823, Parma OH 44129.

Thank you for your time

Janette Pellas

I have filed a complaint earlier and have had no resolution. I had an eye exam March 7th. When I picked up the glasses was told not to wear them home. When I tried them on I could not see clearly out of the bifocals. I returned to Pearle Vision at 5405 Pearl Drive Evansville, IN and expressed my concerns. Was seen by the doctor and given a lecture as if I was 6 years old stating that "my old glasses were like wearing an old comfortable pair of tennis shoes and my eyes needed to get used to them". I did try them for a few days and still could not see clearly and returned to the store. New lenses were then ordered. When I went to pick them up and I cannot even see 20/45 out of them. I was then given another lecture on the muscles in my eyes adjusting to the lenses and told that they do not give refunds. I received a voice mail a few days ago stating the doctor and fixed the distance on my lenses. The distance was NEVER the problem. I reiterated numerous times that I cannot see clearly out of the bifocals. This is completely unacceptable

My husband and I have been trying to get our "trial contacts" since the end of JANUARY! When my husband's glasses came in, they NEVER checked them on him to ensure they fit; he could see OK - NOTHING! The second time we returned, they STILL did not have the correct contacts. Blamed it on a new computer system! When we received notice that our trial contacts were in, I called to make another appointment - was told that the system went down and that they would call me right back. I waited a day - NO call, so I called them. The system is STILL down. I waited 2.5 weeks, went online, and made an appt - which, guess what -- had to be canceled as the dr. was not in!

We will NEVER - EVER go back here! This is the most inept doctor's office I have ever seen!

I had an appointment on 01/07/2023 with your location in the Lexington mall. After my visit the charges I was billed was misquoted and didn't save me money. I was told that the office offered price match for my contacts. the complaints are listed below

1. I was charges for an eye exam for $40 and this should have been billed to my ins company

2. the contact were supposed to be priced matched for I normally buy them at 1800 contacts. I was told I would pay $104.00 per box with 2 boxes paying $208

3. my total charge was $329.96. not sure what the additional charges are adding.

Went in to update my prescription, got the usual form stating fitting would cost ~$55-$155 if insurance doesn't cover it. Saw the Dr. who asked for my previous prescription, Dr said prescription was the same and actually just plugged in the same values/brand into their system. Went to check out, was told insurance doesn't cover that type of test and they gave me a $200 bill. Not sure how they came up with that amount but they said it's standard, I would understand if an actual fitting or prescription was done for new lenses, but copy pasting my old one and charging $200 seemed way too high, and it wasn't even the first time, they had overcharged me before and didn't even let me know for 2 years that I had credit/refund due. Some of the NJ stores are seeming somewhat questionable.