Complaint Review: Pearle Vision - Crest Hill Illinois

I purchased glasses with transitions lenses from Pearl on July 6, 2005. When I picked up my glasses the first time the transition lenses did not work properly. They would not get dark enough. I contacted Pearle on Sat. July 16 and told them the problem and they stated they would order new lenses.

I rec'd a call from their lab tech on Wed. July 20 stating the lab sent the wrong RX and they would need to reorder them and they would be in on Fri. July 22. I contacted Pearle on the 22nd and was told that by the sales person that there was no lab tech till next week so I would have to wait till then to have them installed. I told them I needed them installed right away so the store manager Nicole said she would install them herself.

I had the same problem with the 2nd pair. They still were not getting dark enough. So I contacted the Bolingbrook,IL Pearle and they suggested to put them in the freezer for 15 minutes. I did this and they still did not work. I called Bolingbrook back and they then suggested to put them in a sunny location to see if they change then. I put them on my deck and waited for and hour checking them every 15 min. Well there was only a slight change.

I contacted Pearle in Crest Hill on July 28 and told them they were defective yet again. Nicole said to bring them back to the store and would try them under the UV light. As you can guess they only made a slight change. She said she would order another set because they were defective and I could get them next week. I told her I needed them install when they came in. She said ok.

I called Monday Aug 1 and was told the lab had a computer problem over the weekend and all orders across the US had to be resubmitted and they would be in on Friday.

Friday Aug 5 I called to see if they were in yet and was told yes but a lab tech could not install them till Sat. Aug 6. Well at this time I was angry that this situtation was not resolved yet. I told Nicole that I needed them installed today or I wanted my money back. She said she was busy and short handed so she couldn't possibly get to them today. She stated the lenses came in a block and they would have to be cut down to fit my frames.

I asked for the owners phone# and she gave me the district managers #. I left a message for Terry Hobbs telling her that I needed the lenses installed today (by 3pm)or I wanted my money back. The time was around 1:30pm. I never heard from her.

At 4pm I went into the store and was told by Nicole she needed the district manager approval. Well after waiting for 45 min., calling the police and arguing with Terry I was told that I could have in store credit or an exchange only.

Now remember a few sentences ago I said Nicole was busy, well during the first 20 min. and 3 sales persons including Nicole nobody came into the store and nobody was in with the Dr. Nicole told the officer that if I was willing to wait she would contact Terry. She told me when I arrived at 4pm that contacted Terry and she was with a customer. So who was Nicole lying to me or the police.

In store credit or and exchange are unacceptable due to the fact Pearle could not get the 1st two sets of lens correct. How could I trust them on the third set of lenses. Nicole stated the third set worked like they should. But of course I only have her word on it.

Now I'm stuck with these defective glasses and have to go to another vision center to purchase new ones.

I will never set foot in Pearle vision again and I suggest anyone thinking about visiting a Pearle store should investigate that location first before they too get ripped off too.

Khristine

Joliet, Illinois
U.S.A.