Pearle Vision

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
Sallie N[redacted]

We have provided this customer with a full refund for the glasses she had purchased on 9/26/2016.

We apologize for any inconvenience, DollarDays has no record of such a request from the customer. We have issued the customer a refund in full and hopefully the customer will donate the items to a good cause. If there is anything else we can do we are more than happy to do so.  Regards,[redacted]...

[redacted]

[redacted]'s glasses did come in.  They were offered to her at no charge since she already received a full refund.  She has not responded.  K B

We are responding to a complaint filed by our patient [redacted].  The case ID number is #[redacted].  I noticed in the letter we received in the mail today that the complaint was filed on Sunday, October 29th 2017.  The manager actually spoke to this patient just yesterday,...

Monday, October 30th 2017 for the first time.  The patient is correct that she placed a custom made order for eyeglasses and contact lenses on 08/01/2017.  We are not sure why the patient thinks we do not have a chart for her but we do.  We have an electronic health record for every patient we see and that the Doctor performs a comprehensive exam on.  Any orders placed without additional restrictions on them have delivery estimates in the date range of 7 to 10 business days.  In this particular case, due to the patient having a high prescription (mainly a very high astigmatism correction), the contact lenses are a custom made to order product.  The promise time on the contacts are then 14 to 21 business days.  In Elizabeth's case that meant as long as the manufacturer had no issues with producing the product that they should've arrive by 08/30/17.  When the original promise time for the contacts had passed the patient did reach out to us to check on the status.  The associate that helped this patient did realize that the contacts needed to be reordered and offered a free pair to her for the inconvenience.  For this we are truly sorry.  The patient did receive a free pair (a $40 value, for the inconvenience)  A new order was then placed.  The patient was notified on 8/10/17 (that is 7 business days from the order date) that the eyeglasses had arrived in store & were ready to be picked up.  The patient had her husband pick up her eyeglasses & the free pair on 08/28/2017.  At that time the contact lenses still were not in.  The patient reached back out to us on 10/28/2017, a Saturday.  Elizabeth inquired about her custom made contact lenses.  When the associate Elizabeth spoke with that day looked up Elizabeth's order, our system showed the product had been delivered.  The manager was off over this weekend but did receive a call on her personal cell phone from the staff inquiring about what they could do to assist the patient.  The associate was advised by the manager to call our manufacturer of the contact lenses to check on the order due to the fact that the patient was claiming she never received the contacts and our system showed delivery and we did not have the product in our store.  The associate was not able to get a hold of the manufacturer/distributor due to it being Saturday and them being closed.  We were forced to wait until Monday 10/30/2017 to call the manufacturer/distributor.  The manager was back in the office Monday morning.  The store opens at 10 am.  The store had a full appointment book of patients we were working with and was waiting for a break in the appointment book and patient flow to be able to call the manufacturer.  Elizabeth called the store before the patient flow break came.  After a few minute conversation with Elizabeth, the manager explained to Elizabeth that she was going to call the manufacturer and that she would call Elizabeth back.  Elizabeth had some questions that the manager was not able to answer for her until she was able to speak with the manufacturer.  As soon as the manager was able to speak with the manufacturer/distributor the problem was quickly detected.  The manufacturer/distributor had completed the order of contacts for Elizabeth but had shipped them to another store in another state.  That is why our system showed the product was delivered.  The manager asked the manufacturer to not only get the contacts reordered for Elizabeth but for the inconvenience we were able to have the manufacturer supply Elizabeth with a free additional 3 month supply of contacts for the inconvenience.  That 3 month supply is a value of $118 that we were able to get for the patient again for that inconvenience.  I also noticed on the letter we received that the patient was requesting a refund in the amount of $534.00  On all of our Pearle Vision receipts it states "Due to the nature of our customized products & services we do not issue refunds.  Please ask about our 30 day satisfaction policy."  I am attaching a copy of Elizabeth's receipt where you will be able to see this statement.  Also on the receipt you will notice that Elizabeth is requesting a refund amount of $534.00 when she paid $521.80.  We apologize but we have a very strict no refund policy.  That is why it prints on all of our receipts.  We are unable to return any custom made products for patient's for a credit for us and that is why we are unable to provide a refund to patients.  We are also unable to undo an eye exam.  The Doctor's services were rendered.  When the manager spoke with Elizabeth yesterday she did not express any desires of a refund either.  We are taken back by this request.  It seemed as though Elizabeth was satisfied with the effort we made in obtaining her free product.  And again due to the inconvenience we have already given a pair of contacts (valued at $40.00) and also were able to get her the additional 3 month supply for free (a $118.00 value) from the manufacturer.  The patient has had the eyeglasses she purchased since 8/28/17.  So in total we have attempted to satisfy the customer by giving her $158.00 in product for free.  And to review we are unable to process a refund for any custom made products.  We have this free 3 month supply of contacts and the 6 month supply of contacts that Elizabeth ordered being watch closely by the manager and the manager will continue to follow up with the manufacturer to ensure delivery to the proper location.  As soon as the product arrives in store we will call Elizabeth to notify her.  If she would prefer we can even mail them to her so she doesn't have to make the trip to the store to pick them up.  Please let us know if there are any other questions regarding this matter.   Thank You,Pearle Vision Oak Creek Management

We are responding to a letter we received in regards to a complaint filed by [redacted].  I want to share our store/business policy with you that is printed on all of our receipts.  "Due to the nature of our customized products & services we do not issue refunds.  Please ask...

about our 30 day satisfaction policy."The patient had an eye exam and purchased glasses on 12/31/2016.  Those glasses were ordered through her vision insurance plan VSP.  The lab VSP require's us to order from is their own lab and has an estimated order time of 7 to 10 business days.  The glasses came in, were put through a final inspection process and the patient was notified on 1/12/2017.  That is 9 business days.  The patient came to pick up her regular pair of glasses on 1/19/2017. On 1/12/2017 [redacted] purchased a second pair, prescription sunglasses.  Those glasses were ordered through her vision insurance plan VSP as her benefits had renewed on 1/1/2017.  She was notified of the arrival of this pair on 1/19/2017.  That is 5 business days.  She picked up her sunglasses on 1/30/2017.I dispensed the patient's sunglasses' on 1/30/2017.  At the time of picking up her sunglasses she shared with me that she was having a concern with the fit of her regular glasses.  She had been in twice before for adjustment's and someone else had helped her.  She had purchased the same frame for both pairs.  [redacted] seemed a little gun-shy to say that she was unhappy with the choice she had made on her frame.  I let her know that I can fix the fit with an adjustment but it seemed as if she might want to change the frame so I let her know about our 30 day guarantee policy to allow her one remake on the glasses due to style change if she chose to do so.  [redacted] said she would try the adjustment and let us know.  I made notes in her electronic file that day of the interaction, the concern she had with the fit and that we discussed a restyle on the frame.   [redacted] came in the next day 1/31/2017.  I waived to her when she came in.  I was on the phone trying to fix issues with our system through support.  Because I was going to be a while and didn't want to make her wait I asked my Optician [redacted] to assist her.  I shared a note with [redacted] that said [redacted] may want to restyle her frame and to take good care of her.  [redacted] was able to assist [redacted] with a restyle.  [redacted] processed the remakes for the restyles that day.[redacted] had an appointment for a medical visit at our office on 2/10/17.  On 2/14/17 [redacted] was notified that the new pairs of glasses had arrived.  That was 10 business days.  [redacted] came to pick up the glasses on 2/15/17.  [redacted] dispensed the glasses to her.  [redacted] left happy that day.[redacted] came back on 3/11/2017 after almost a full month of wearing the glasses.  She said she was having issues with the reading in just her regular glasses.  She said the sunglasses were great.  We remade the regular pair of glasses for her.  This was the 2nd remake on her regular pair.  A total of 3 remakes.  We never charged the patient for any of the remakes.  We ate that cost.  She picked these up on 3/30/17.  The lab took 14 business days with the final remake due to having to where they had to get the lenses from taking longer to get them to them to make.[redacted] filed her first complaint with our corporate customer service department on 3/26/2017.  She emailed them.  [redacted] felt that the store manager had been rude to her when it was initially mentioned that she could restyle her frames that she had chosen.  [redacted] also made up what she thought was written on the note to the associate [redacted] when the manager informed [redacted] what to take care of for [redacted] and to make sure to take good care of [redacted].  In the complaint she believed that the manager hadn't done anything for her and that the manager was useless.  In [redacted]'s first complaint she made it very clear that she didn't like the manager.  We chose to not upset her any more than she already was so and since she liked [redacted] we asked [redacted] to be the Optician to communicate with her going forward so she wouldn't be irritated further.  Store Manager is a title and all staff is capable of & expected to handle troubleshooting and customer service concerns.  [redacted] mentioned that she felt like the reorder was taking too long.  It did take longer but she was notified it was going to take longer this time.  [redacted] and the manager were off on Sunday 3/26/17 but the owner did forward the email complaint to the manager and the manager responded to the owner that it would be taken care of it as soon as they were in on Monday.  On Monday 3/27/17 the manager asked [redacted] to call the VSP lab to request a credit for [redacted] for the inconvenience of the wait.  As we mentioned earlier in the email we are at the mercy of the lab that her vision insurance carries so we reached out to them first for compensation for the patient.  The rep at the VSP lab issued [redacted] a $50 credit for the inconvenience.  Then we also offered her $25 off any future purchase she was planning on making for her husband and children.  $25 per pair.  Also she would have another $25 off each pair due to our referral program rewards for referring new patients.  [redacted] had mentioned how she wanted to bring in her husband and son for a pair of glasses but didn't know if she was going to due to the experience so far.  So she had $50 sent to her via check from VSP.  Then we offered $50 off an other pairs purchased and that was on top of her vision insurance which when patient's are using vision insurance there aren't to be additional discounts but we made an exception for her due to the complaint.  [redacted] left [redacted] a message and waited for her to call back.         That pair came in and the patient picked them up on 3/30/2017.  [redacted] dispensed the glasses to her.  The manager was present and stood by as [redacted] was being fitted.  The manager greeted [redacted] and her husband who was with her.  [redacted] told [redacted] the glasses were great and left happy.  She didn't have one single complaint at the pick up.  [redacted] made sure to ask her more than once if she was sure everything was good for her.  [redacted] said it was and left with the glasses.  The very next day 3/31/17 [redacted] called customer service again to complain that the glasses still weren't right.  [redacted] never said anything to us in the store.  She never called us to let us know.  She just called customer service.  When we spoke with our customer service department in response to the 2nd complaint the customer service department said we had done more than enough for the customer.  We had 3 total remakes.  Had a credit issued.  Offered discounts on future purchases in combination with insurance.  Our customer service department informed [redacted] of this response and closed out the case.  [redacted] was not happy with the response she received.  She decided to go on multiple social media sites and post negative reviews.  She posted a negative review on Facebook on 4/2/17.  In that review she called the store manager rude and dismissive.  She claimed the franchise owner ignores any complaints.  In this review she started to turn on [redacted] who initially she said had great service but at this point now didn't like what she told her either.  She also posted a negative review on Yelp on 4/2/17.  She added nasty to the description of the store manager.  No one in this store has ever been nasty or rude to [redacted].  We have catered to her.  Tried to help her.  But when a patient comes into the store and to the face of multiple employees says that the glasses are great and then goes to extremes behind closed doors to make complaints it doesn't allow us to help them.  On 5/3/17 [redacted] reached out to her vision insurance company.  On [redacted]'s behalf the representative from VSP called our store.  [redacted] was requesting their assistance in acquiring a refund from us and to cancel out the usage of her vision benefits.  Once the vision insurance representative verified how many remakes were done for this patient along with the money that was credited back to her from them the representative of [redacted]'s vision insurance agreed that we had gone above and beyond to try to work with this patient and take care of her.   We stand firm on our no refund policy.  We have done everything we can do for this patient.  She has 2 pair of eyeglasses (medical devices) in her possession.  She received money back already from the insurance company ($50.00).  The patient refuses to express to us when in the store any problems/concerns but when home behind closed doors likes to file complaints and bash us on social media.Please let us know if you have any more questions for us regarding this experience.  Please let us know if there is any way we can assist you in this matter.   Thank You,Pearle Vision Oak Creek

[A default letter is provided here which...

indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
Geneva [redacted]  T[redacted]

Found this company through concretenetwork.com. They came to provide a quote for multiple different options for redoing a basement floor. In the end we settled on a polished concrete finish with integral colour. Good explanation of the different options and the costs, with possibilities for cost savings. We got a phenomenal deal. They arrived exactly on time, completed the job when they said they would. They came back about a month later to complete the polished finish right on schedule. I would highly recommend these guys for a nice finished concrete you can have as your everyday floor to walk on, rather than put something else on top of. If I could share pictures, I'd upload one.

DollarDays apologizes if the customer feels we were dishonest. The customer’s order delivered in three separate shipments, which is why she was charged three times. The charges would have all been pulled from the initial authorization, therefore never changing the balance on her credit card....

The charges totaled her cost of her order $265.35, not $293.00 that she is requesting refunded.  Since we are an internet merchant we are required by the credit card issuers to only charge once an order ships, we were only following policy. There were three shipments from different locations so we charged for each tracking number.  The customer made contact with us yesterday the 14th. Her first shipped, which she was referring to delivered on the 13th. The missing items she stated she did not received delivered on the 14th and today the 15th. We notified her of this and resent tracking to her. We also offered to take the return of the closeout items, these items do not change when an order is placed and they were not eligible for returns when she ordered them.  The customer was provided with the necessary information to return the order for a full refund.  At this point most of her order had not even delivered, so we believe it is a case of buyer’s remorse. We strive to provide excellence service to all of customers, so we apologize that this particular customer felt as though she had a bad experience. In order to resolve the issue we have initiated a full refund; she should see it on credit card statement in the next 24-72hrs.  Samantha DollarDays

Revdex.com:
At this time, I have not been contacted by Pearle Vision regarding complaint ID [redacted].
Sincerely,
[redacted]

Dear DollarDays,I will be more than happy to forward the emails to you that I received from your system upon leaving the messages and I greatly appreciate you working with me and responding very quick.  Thank you 
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Please help us get her frame back to her. They have been here at the store with her name on them ready for pick up since the beginning. We have tried calling the phone number on file and it was disconnected. We tried shipping them to the address on file and they were returned. We do not 'hold'...

personal belongings for any reason. She is more then welcome to her frame. She just needs to stop by the store any business hours  and pick them up. Or, give us a mailing address and we will be happy to ship them.    Pearle Vision

On behalf of DollarDays I would like to apologize to the customer for any inconvenience. We do show that the merchandise was never returned to us and PayPal closed his dispute in our favor, due to this information.  At this time we have issued a full credit back to the customers PayPal account,...

in the amount of $191.41 in hopes of resolving the issue.  If there is anything else we can do to assist the customer, please let us know. Regards,Samantha S[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The time on the receipt shows 1:04p.m. so I am uncertain of how the owner ascertained our exact seating time and/or the exact time we left.  To date, I have not received an apology from the owner.  She adamantly refuses to accept responsibility for her actions and continues to defend her discriminatory practices.    Through social media, I found that this is not uncommon practice at the Grandview Tavern.  I had two friends share their stories with me of being removed from their seats at Grandview because they were "reserved", in one instance the couple was seated at the bar.  Bar stools are reserved?  I find it appalling that the owner of a restaurant does not have the ability to accept responsibility for disparate treatment of customers and will not offer a simple apology or refund when she is rude to customers.  This does not happen at other establishments, we dine out at least two to three nights per week and have never been treated the way we were at Grandview Tavern. 
Regards,
[redacted]

This patient issue was resolved on Nov 9th 2015.
Once I received this complaint, I reached out notified the patient and left her a voicemail to invite her into the store for refund. The complaint from the Revdex.com is the  first time that I had heard any mention that the patient was not happy...

and wanted a refund. I am the store manager at this location, and not once did she attempt to  speak to me or reach out to me. I was aware through our other store associates that she wasn't happy with the first frame that she picked up and we did order a new one for  her and she never came in to pick it up. It as was documented that we called her and left her a voicemail. 
When she come in on Nov 9th, the refund that she was eligible for is what she paid out of pocket, $188.00. She was under the impression that she should be refunded what the insurance paid as well and the she should be compensated for what she paid at another office. I explained to her that the insurance benefits get reinstated back to the insurance company and we don not keep that payment. I apologized for the miscommunication, because had she reached out to me directly and let me know that she was unhappy and wanted a refund, this matter could have been resolved much sooner. She seemed content with the resolution.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.Regards,[redacted]

Review: Doctor is unprofessional and has lied repeatedly about my eye glasses being ready. At this point, he has sold me a faulty designer frame, then made promises about getting me a new frame and has not come through on his word and it has now been a month. I have been very patient, and made every effort to pick up my glasses when I was told they were ready, only to arrive there with no glasses to pick up! The doctor is never in, the sales girls are frustrated because he tells them he will arrive and doesn't show up to work, they bicker and argue about what time he will be in and I have had it! It should never have taken a month to get my (very necessary) eyes glasses to me and furthermore, I am incredibly disappointed that I was told they would be ready in 5 days, driven over there, been told 2 days, driven over again, gotten a call that they were now ready, and driven over a third time and they still are not in the store. I feel like someone is playing a joke on me and these were very expensive glasses not covered by my insurance. At this point, I want some kind of compensation for this terrible customer service. I have received no apology, no offer of any kind to make this right and I just can't believe businesses like this exist. This man should have his license revoked. The worst part is that he could have gotten them to me by now, but instead he chooses to do other things, like play golf. This is absurd.Desired Settlement: I want some kind of monetary adjustment. This issue should never have taken this long and should never have gotten this far without an apology or compensatory offer of some kind for my frustration, the wasting of my time, and the length of time it has now been that I have paid for an item that has not been in my possession. Thank you.

Review: This is the second time that same situation happens. I bought the fist lens to my son on this place, a few months after he lost it. I went to pay the different that I should pay to get the new ones, because I bought also the insurance. The lady there told me that they sold the store so..they didn't any record because a new owner......I lost my insurance money....and I had to buy a new glasses. I bought last January or February....now my son glasses broke a part of the lens and we went to the store to repair the glasses, because I bought the insurance. Increible the same story again sold the business and they do not have any record of patients and insurance customers bought. I spoke to Jennifer one the employee because I told her that I need any number to find out my son's records, she told me call tomorrow and gave me the manager's name....Amira M[redacted]. I spoke to her many times, she told that she will call me back and the end she did not answer my calls anymore.....and I still waiting for her call....and my son did not have his glasses and he is having problem at school because he can not see....and I do not have money to buy another glasses.Desired Settlement: I bough the insurance because my son is a child.....how come I do not have any coverage....because they sold the business and they do not have any records...?

Review: I made a purchase on 9-**-2014 for lenses and burberry frames. In the total amount of $428.00. At the time of purchase I was not offered any warranty plans.A week after picking my glasses up, the screw just fell out of the frame. I went back to the business and they replaced the screw, still no mention of a warranty. Now 3 month later the Burberry print on the arm of the frames is peeling off from the bottom. Which was not caused by any wrong doing on my part, definitely a manufactures defect. I returned to the location last night with my fiancee and she explained what was going on. The lady helping us said well after 30 days there is nothing they can help with. But now I was offered to purchase a warranty plan for 35.00 that would allow a 70% discount on the new frames. So now they wanted to collect over 150.00 additional to what I already spent to replace the defected frames. The other option she told me was well try calling burberry. Horrible customer service. I did not break the glasses nor tried to peel them, and you want me to purchase the same frames for more money, absurd.Desired Settlement: I would like a different pair of frames that were the same amount as to what I originally spent, I just want a pair of frames that will not start peeling 3 months into me wearing them. If pearle vision does not have another pair of frames that are more suitable, then I would like my money back for the frames so I can repurchase a more durable set of frames.