I ordered my lenses over four weeks ago and was originally quoted a turnaround time of one to two weeks. Once that timeframe passed, I called the store and was told they would arrive in a couple of days. Another week went by, and I was given the same response. A few more days passed, and still no lenses.
I then contacted Pearle Vision customer service and filed a complaint, which was sent to the store manager. I was told I would receive a call within five days, but that deadline also passed before I was finally contacted.
Unfortunately, the call with the store manager only added to my frustration. There was no accountability for the complete lack of communication from the store, even though I repeatedly had to call for updates and was consistently given inaccurate information. Instead, the blame was placed entirely on the lab, and I was offered a $25 coupon for a future visit.
When I explained how dissatisfied I was with the handling of my order and the poor customer service I received, my concerns seemed to be brushed aside. Delays can happen, but the lack of honesty, communication, and accountability is unacceptable. The way this situation was handled reflects very poorly on how this store values and treats its customers.
