Pearle Vision review: Warranty

My husband and I got glasses from you last February. My husband bought 1 pair, I bought 2. My husbands employer pays for our eyeglasses, eye exams and because of a new union contract, which yes was in affect at the time of purchase, they also pay for the scratch resistant coating. Recently my husband found a scratch on his glasses. We went into Pearle where we bought them ... Limeridge Mall, Hamilton on January 27 ... and we asked about having them fixed. The woman we spoke with is also the woman who helped us when we bought our glasses. She informed us after looking us up in the computer that there is only a one year warranty on the glasses ... has not been a year yet... and the warranty only covers manufacturer issues. This is where I get heated. We assumed that since she knew what we were covered for price and coatings etc. that she added the scratch resistance because we were never asked if we wanted it. Apparently we do not have the coating on any of our glasses. She tried to cover her [censored] and said she would give us a deal on replacing the lens. I asked for just the damaged lens to be replaced but she said that could not be done. I asked what the cost would be. She then proceeds to tell us it would be $ 600.00 plus (I dont remember the exact amount) and that was just for the lenses. According to the woman we spoke with there is NO warranty unless it is a manufacturers defect. We did not go in there for new glasses ... we went in for 1 lens which we were under the impression we were covered for. We have been going in every 2 years when our insurance renews. We liked the benefits of direct billing. We are not paying what the woman has quoted so my husband is wearing very expensive glasses with a scratch that he will live with until next February when he will get new ones however it will not be from Pearle. We used to sing your praises and that has now stopped, in fact we have told people that as excellent as most of your services are, the warranty sucks ! I guess it was our fault for assuming she added the scratch resistance. Every year prior to this we have been asked if we wanted it and declined. This past time we were not asked but again assumed it was added since it was now one of the paid benefits and she knew what my husbands coverage was. If the woman claims she did not know, had she asked we would have said yes since it is now covered. I feel that the woman we dealt with saw how angry I was and I felt she was covering her [censored] which just pissed me off more. I get it, you cant do anything at this point to help because this was not a manufacturer issue, but in future may I ask that you tell your employees not to talk to customers like they dont know anything ... if they dont tell you that you only have a year manufacturer only warranty how do we know? May I also suggest a better warranty? I know our $2,000.00 (approx) every 2 years is nothing you will worry about however, word of mouth sucks ! Please feel free to look us up. My husbands name is Geoffrey Davey and mine Catherine Misener. The insurance is under his name for both of us . my email is [protected]@man.com.