Pearle Vision

I’ve been coming to this office for 5-6 years now and have always loved my visits! I’d love to recognize everyone who came in contact with me today, as I had to bring my baby with me, and everyone was SO KIND. Extra shout out to Melissa for helping me get my glasses picked out and fitted, and then bringing them to my car so I didn’t have to carry my baby back in! Y’all are the best!

This location has subpar average customer service that needs to work. My appointment was 10am on a Saturday. They open their office at 10am. I'm a new patient therefore I have paperwork to fill out. I arrive 5-10 minutes early in anticipation of having to complete said paperwork since it's not available online. The blonde woman in green made me feel uncomfortable and rushed. I understand it's the weekend therefore it's more busy but expecting me to fill out paperwork on top of struggling to find my vision insurance on my phone was unfair to me. The blonde woman in green ask if I'm done I reply no. She responds with "really? Huh I would've thought you would be done by now you're appointment is at 10am" I reply back "well yes but you guys open at 10am". In which I was IMPLYING that she needs to lower her expectations. I would've scheduled for 10:15 but that was not an option. I'm not sure why they allow a new patient to schedule an appointment RIGHT when they open. Then she calls me up to show her the paperwork. She tells me "oh you didn't even finish the last page. I'm a fast writer I would've had this done by now". I don't respond and give her a straight face. I'm not sure if she was trying to make a light joke or what. Overall the other employees were professional and respectful to me. The optometrist who saw me was kind and practical. I liked that I didn't have to get my eyes dilated again because it's expensive and seems redundant since I have healthy eyes. She did her job well. My issue is with their receptionist person. I don't plan to come back anyway since I'm moving this summer but if I wasn't moving I STILL would not return to this location.

TERRIBLE EXPERIENCE! I recently moved to Summerville and part of the nose piece on my frames broke. I had purchased the frames from Pearl Vision Center in Bluffton, SC previous to my move. My experience there had been so exceptional that I decided to be a Pearl Vision customer for life! I called the Summerville location and asked if they could order the replacement piece for me. The woman I spoke to said they would need to see the glasses in person as they did not have access to the other stores files or information. The next day I made a special trip up to the store ( an hour round trip) with my glasses. The woman waiting on me asked immediately if I had the protection plan, which I did. She said since it was through another location I would need to contact them and have them fax it over (no offer to take care of the customer and call them herself to try to help me). She then stated that if it had been over a year, it was probably already expired anyways. She then proceeded to tell me that they did not make repairs and that I would have to purchase new frames. I told her I knew that was not true because the Bluffton location had already replaced the piece in question once for me (I have had the same Ray Ban frames for about 5 years and love them. Without ever even looking at the glasses she said they did not have anyone to make the repair and that the piece would probably need to be soldered on. If she had looked at the glasses she would have realized that it is a separate piece held on by two little screws, which I could probably replace myself. It was obvious that she could have cared less and simply did not want to put forth the effort to help me. I myself have been in retail, customer service and sales (most recently a sales manager for a very well known, high end retailer) for many years and could not believe the way I was being talked to and treated. Maybe she was a commissioned salesperson and saw nothing in it for herself? I have been in that position many times myself in the past but still always went above and beyond to take care of the customer. By doing so, it upholds the reputation of the company and many times those people were so grateful and recognized the service they were provided that they became my customers going forward. This was bad business and customer service at its worst. I called the Bluffton location and spoke to the individual that helped me originally and was willing to drive the 2 hours to that location to get help if need be. I sent him a picture of my frames and the piece that was broken. He was able to help me over the phone, order the part and is going to mail it to me. This took all of about 5-10 minutes on the phone. I would not recommend the Summerville location, however if you are in Bluffton I would give them a 10+ rating.

I hope Mike's supervisor sees this review and has access to recorded phone calls from our conversation. Based on my experience, I am genuinely surprised that Mike is in a management position. Not only was our interaction disappointing, but many of the negative reviews I have seen seem to center specifically around his behavior. When concerns are raised, he becomes combative, defensive, and unhelpful rather than working toward a solution. While I was at work, I received six missed calls from this office over the course of a few hours regarding appointment confirmation. Since I was unable to answer while working—as most people are during business hours—Mike apparently decided it was appropriate to contact my workplace directly. When I returned the call to confirm my appointment and express that I felt contacting my workplace was both unprofessional and unauthorized, Mike immediately became defensive and rude. Mike also appeared to believe there was nothing wrong with discussing my appointment details—including my name, appointment date, time, and location—with another person. Because of these concerns, we canceled our appointment and filed a HIPAA complaint. The doctors and office staff have always been great, but this situation was completely out of line and felt uncomfortably close to harassment. Unfortunately, Mike's conduct overshadowed what had otherwise been positive experiences with this practice.

Been going to this location for years, honestly best experience at an eye doctor you can have. I initially went because another place kept telling me there was nothing wrong with my rx when there very clearly was. The doctor caught it and I will never go anywhere else. Melissa is especially awesome, it feels like catching up with an old friend every time I see her and we're at the point where I simply let her pick out my next pair of glasses, I always end up with whatever she had suggested in the first place. Honest and helpful feedback, highly recommend.