Reviews

I had a disappointing experience at the Oak Creek Pearle Vision location. Their "zero tolerance no refund policy" was poorly disclosed, buried in paperwork and on the receipt after payment. When I requested a refund for glasses I was unhappy with, they refused, citing this vague policy. While they offer a restyle option, it’s not a suitable solution for a policy that feels unfair and inadequately explained.

The patient received this email communication from our office on 12/6/24.Dear ******, I hope this message finds you well. We received notice of the complaint you filed with Pearle Vision Corporate. Our location in ********* is a franchise, and while corporate forwards complaints to us, each franchise has its own policies and procedures.I recall our phone conversation from Monday, December 2nd, where I reviewed our zero tolerance no refund policy with you, as mentioned in your complaint. For your reference, I have attached a copy of the consent to treat and zero tolerance no refund policy that you signed prior to receiving services at our office. I have also attached a copy of your receipt. On page 2, just below the total and form of payment, youll find another mention of the zero tolerance no refund policy. Per our policy, we are unable to process any refund.However, if you have concerns about the frame or lens style you chose, we offer a one-time restyle option within 30 days of picking up your glasses. If you wish to change something, you can do so at no additional charge for the restyle itself. Should you select a more expensive frame or different lenses, you would only need to pay the difference in cost.Additionally, if you prefer not to visit the office, we can mail the glasses to you via **** The shipping cost will be what *** charges us to send them to your address.If you have any further questions or concerns, please feel free to contact me at **************.Thank you,Business Manager This was the patients response:Thank you for your response and for providing documentation. However, Wisconsin consumer protection laws (e.g., ATCP 109) require refund policies to be clearly communicated before the sale, not just hidden in documents or receipts AFTER purchase.The "zero tolerance no refund policy" mentioned lacks any substantive explanation or terms, both on the consent form and the receipt. Please provide a full and detailed version of the "zero tolerance no refund policy" for my review. Merely stating the phrase "zero tolerance no refund policy" does not provide sufficient notice or detail for a customer to understand its implications. A broad statement without detail does not provide adequate notice to consumers about their rights or the specific conditions under which refunds are denied.I believe this lack of transparency raises significant concerns, as it may not align with consumer protection laws requiring clear and explicit terms for refund and return policies. Without a clearly outlined policy, I was unable to make an informed decision regarding my purchase.I kindly request that you reconsider my refund request. If this cannot be resolved at the franchise level, I may need to escalate this matter to Pearle Vision Corporate and relevant consumer protection authorities.Thank you for your attention to this matter.Then this was our response to the patient's' response:Dear ******, To clarify, the Consent to Treat document was signed when you checked in for your exam, before any services were rendered or glasses were purchased. This document clearly states our policy: "Due to the nature of our customized products and services, we do not issue refunds. Please ask about our 30-day satisfaction policy." There will not be a refund provided.Our office maintains a zero-tolerance policy regarding this matter. You are welcome to take the matter to whomever you prefer, but please note that our office has the final say on our policies, which you were made aware of before your exam or purchase when you signed the document. The receipt serves as additional confirmation of this policy.I wish you the best moving forward.Thank you,Business Manager Pearle Vision ********* The patient responded:Thank you so much Jemina so how much I have to pay for these bogus glasses to be sent to my house? Because you guys are just so stellar at customer service I'm sure it will be a doozy.After the last response from the patient, we will wait until when the glasses come in and we will be able to price the shipping cost through ***. We will email the patient with that cost once we have it. The patient was aware of our policies prior to services being rendered as she signed off on the policy. Nothing in our office is hidden. In the emails to the patient we included copies of the documents the patient signed acknowledging these policies and procedures prior to receiving any services. It was already communicated to the patient that we are unable to process a refund, as well what the options are for us to assist her further.