Pearle Vision — Attraction in Spring Valley

I was a returning client, however I canceled our next appointment and will never go back. Our visit was going as expected until an employee Ernest, interrupted his consultation with a customer to inform me of his knowledge of the frame inventory. After my daughter's exam we were looking at the frames like usual, after all eye exams. I see an "expensive" yet extremely gawdy pair of Gucci frames. I try them on just to see how I looked in them. The second I place them on my face, He immediately stops servicing his current clients and makes a beeline to me and said "OH you like those?" "I know about every frame in here and I immediately know when they will go missing!" He went on to explain the specials and things, to cover up when he just stated but I was taken aback because he wasn't even the one assisting us. He left his customers at the desk just to tell me that. I then told the lovely lady that was assisting us that we were leaving and to cancel my next appointment. There was zero reasons for him to say that. He gave me bad energy when I first arrived for the appointment. When I walked in he says, how can I help you and I tell him that we are here for an appointment. Instead of the usual oh what's your name. He instead askes what time my appointment is and then looks at his watch. He just has very poor customer service skills. I told my daughter that we will go where we are celebrated and not tolerated. I paid for all the extras exams and upgraded the frames and lenses, that weren't covered by insurance. I drove an expensive SUV that only takes premium gas through rush hour traffic about 2 hour roundtrip travel time, absolutely not. He needs to be trained in how to treat customers and differentiate between those he wants to retain. Until he realizes that along with those missing frames he's worried about will be missing revenue and then his paycheck. I had to come back and update my post. I believe this practice cares more about actually upselling their products than the patients. We originally scheduled for my child and myself to be seen. I had to reschedule my appointment because the front office staff said the doctor was running late due to an emergency with another patient. I believe my child's visit was rushed. My child didn't even finish the entire row of letters during the part where you ask about if you could see letters. I didn't think it was a big deal until now. There were several slides that she didn't complete the entirety of the letter slides. I paid for the extra retina scan that insurance doesn't cover. I'm sure it's unnecessary, especially since my child is under 10 years old, or else insurance would cover it. I had to ask about whether or not he would go over the results. When I asked about the scan he said we do already check the eye manually with this eye piece. So yea extra unnecessary cost. I also didn't think it was a big deal until now but on my first visit I paid for my child an expensive pair of frames because it was the first time wearing glasses and I wanted to ensure the confidence level and self esteem would be elevated. These glasses broke within a few months, I was very upset that the practice didn't ask me about the extra insurance coverage needed since I only found out that these wouldn't be covered by my regular medical insurance. Something I'm sure they are aware of. I'm sure there are other practices that care more about...

I hate that I have to make this review as the staff were really nice with my appointments including the doctor and the male tech that did his job perfectly but some of the staff members are incompetent with every single visit I have made here.

I initially called to make an appointment for contact lenses, the lady that made my appointment never added extra time for a required “contact lenses training” which made me have to wait for weeks to book another appointment and to receive my contact lenses, they also said they couldn’t give me my prescription after my exam even though they made me sign a form that specifically states they gave me my prescription (screenshot below).

After that exam I got a voicemail from them stating that I have a overdue balance for my exam and the training I never got to do, before I left that appointment I asked if I’m good to go and the lady in the front said I’m all good without charging for my appointment, receiving that voicemail was stressful for something I did not do, this is so unprofessional and shows lack of care when dealing with patients, how do you allow patients to leave without properly making sure they make their payment then later call them asking to come urgently to pay? I assumed I would have to make payment after my training but instead I got a voicemail saying I have an overdue balance of something I never got to do.

After coming back to finish training and finally receiving my contact lenses with prescription, I just received yet another voicemail stating that I need to come to the office to pick up the lenses that I ordered… I never ordered any contact lenses as they already GAVE me the contact lenses I paid during my training visit, I hate seeing the incompetency in this office and can’t imagine what other patients with more serious medical problems have to go through with a staff like this. I’m writing this review to show awareness to potential clients to choose a better clinic with better staff that process everything correctly and doesn’t make you accountable for issues they made in their end. I won’t be coming...

I never write reviews but I definitely wanted to share my recent positive experience at this location. I stopped by early morning yesterday to pick up my glasses, prescription was great and everything, however I noticed after prolong use of wearing them that day at work (design job), they started to feel really tight and uncomfortable.

Not to mention they kept sliding off my face, I thought all this to be strange because the associate that had previously helped me had not mentioned they might possibly fit snug or anything even after she measured me.

Fast forward to half an hour before closing time yesterday. I expressed my dissatisfaction with one of the young ladies upfront. I honestly went in with the mindset of just asking for a refund and returning my pair of glasses.

She had me speak with Ernest, who was nothing short of a gentleman and more than willing to address my concerns. I explained to him what had been going on as he patiently listened. I then asked him if there was any possible way to have my new prescription made and using an older set of eyeglass frames which I absolutely loved. (This was something that I had asked another associate my first visit after receiving an eye exam and picking out my frames, who said was NOT possible at all. Which is why I had settled for the super-tight frames)

To my excitement and joy he said it WAS possible, after inspecting those same frames the former associate had claimed were unworkable. He had them done right then and there at no extra cost for me. He even said I could keep the older pair, since they were going to discard them anyway. Although I’m probably not going to use them, it was extremely nice and considerate. Mr. Ernest was indeed a superstar and I appreciate his efforts in treating me as a valued...