Pearle Vision

On October 24, 2015 I had an eye exam with Dr. Tim Mellus at Pearle Vision on Plainfield. I paid $648.92 for one pair of daily glasses and one pair of prescription sunglasses. I picked them up a week later. I could not see clearly with the glasses. I was told to wear them for a week to “get used to them”.
I went back a week later. Dr. Mellus looked them over and said they had not been manufactured according to the prescription he wrote. They were sent back. A couple weeks later, I had not received a phone call, so I checked with the store to see if they were ready. I picked the new ones up and they were still not right. The technician told me I should have a new exam with a different doctor because this prescription did not appear to be appropriate.
I had to wait until November 27 to have the second exam. This doctor changed the prescription.
After about five weeks, on or about December 28, I received a voicemail. They wanted me to take my frames to the Kentwood location and drop them off so the lenses could be cut to fit. I called the Plainfield location, and I complained about the time it was taking. Tori told that if I had left my frames when I had the last exam, it wouldn't have taken so long, which makes no sense at all. I said that was not convenient to bring them to Kentwood. Tori said if I dropped off my frames on Tuesday at the Plainfield office, she would bring them to the Kentwood office on Wednesday and wait while they fit the lenses to the frames. I told her I just wanted to return the frames and get my money back. She said they do not do that. I asked about other compensation and she said she would ask her manager.
I dropped the frames off on Tuesday, Dec. 29. I didn’t receive a phone call the next day so on Saturday, Jan. 2, I stopped by the store. Oh, guess what? My lenses had been there since Wednesday. Still no answer about any type of compensation. I tried them on and I told them the lenses were still not right. They said, wear them for a week and see if your eyes adjust. Well, they didn't. I called and talked to Nikki, a manager, and told her the whole story. She said Pearle Vision does not give refunds but she would fix the problem. I made an appointment for Saturday, January 9, 2016. She thought that the progressive lens started too low on the lens so she was going to send them back to the lab to be fixed. She kept my daily glasses only, not the sunglasses. When I asked if it was going to take five weeks again, she said no, she was using “her” lab and it would be one week.
On Monday, January 18, I called the store and Mary said the glasses were not there. She said Nikki would call me right back. It’s been half an hour and I have not received a call.
January 21, 2016 I have not received a call from anyone at Pearle Vision. I called and left a message tonight, asking if my glasses were in the store, and also asking to have Nikki call me back, or for someone to give me a number where I can reach her.
On January 22, I received a message that my glasses were in the store. I stopped by on Saturday, 1/23 and tried them on. The print on the sample card they have was pretty clear in the center of each sentence and blurry on both ends. Tori noticed that I now wear metal frames with nose pieces. She thinks that the fact that the lenses are closer to my eyes with the plastic frames than the metal ones may be the cause of the problem. She said some people can get used to it; some do not. She said we may have to “re-style” – meaning, I may have to choose frames with nose pieces. I agreed to wear the glasses for a week, but I could tell when I got home that I could not read the print on the computer screen well unless I tip my head way back. I’ll go back on Saturday.

January 29, 2016 I returned to the store on Plainfield and picked out new wire frames with nose pieces for both the daily glasses and sunglasses. Mary said they would not charge me if the frames I chose were more expensive than the plastic ones I had originally chosen.

February 12, 2016 I called the store to see if my glasses were in. Mary said they were not, and she said that she had had to get Nikki’s approval before they had ordered them. She said Nikki approved them the day after I came in and picked them out. She gave me the phone number for her manager, Nikki. I called her, reminded her of who I was, and asked when my glasses would be ready. She did not give a straight answer; she said they would call when they had them, and said my pairs were considered “hot” so they would call right away. I asked how long it was going to take and she said it usually takes a week. I told her it had been two weeks already and she said they were doing all they could. I thank her and hung up.
February 20, 2016 No call from Pearle Vision. Sent an email from the website and copied all of the text above. http://www.pearlevision.com/pv-us/why-pearle-vision/email-us