Pearle Vision — Attraction in Lexington

I have tried to contact the owners to let them know about my experience. I do not want them to respond to this review on Google. This is for other people, so that they know what dealing with this store is like. None of the information I am divulging here has anything to do with HIPPA laws regarding protecting patient information.

We have used this store in year's past. The doctors were very good, but the staff sometimes lacked professionalism but not enough that we wanted to go elsewhere. What we just experienced is like nothing I have ever had happen before.

In attempting to get an appointment for myself and my daughter I dealt with two different staff members over the phone who were both unprofessional and incompetent. The first staff member couldn't even tell me if they accepted our vision insurance and rudely told me that that was my responsibility to find out on my own not theirs. Any office that takes medical insurance should be able to provide that list. Never in my life have I received an answer like that over an insurance question.

Additionally, even after we asked for a specific doctor at the Lexington location, she apparently made our appointments at a Pearle Vision in Evansville, Indiana instead of this Lexington, Kentucky location. Luckily, the Evansville location had competent employees who let us know last minute of the error, but couldn't confirm whether we still had appointments at the Lexington location as well.

The Lexington location didn't respond to our calls and messages about the problem until the time of the appointment, and we were actually in the parking lot about to get out to go into what we discovered was a non-existent appointment. It was clear the employee hadn't really listened to our messages and could care less about how they had inconvenienced us through their own mistakes. After reading other reviews about him, I can completely believe what the other reviewers reported. There was a distinct tone to his voice that implied that we were completely at fault in the matter and that he didn't care about helping us at all.

In conclusion, I am done with Pearle Vision as a whole. This was the last straw.

Update 5-4-22: It's been 2 weeks and I never got a response from the owners from the email I sent. At this point, I don't really want to communicate with them about our experience anyway. So long Pearle Vision and...

Ordered glasses and was told it would take “10 days at most.” So when I hadn’t heard anything 15 days later, I called. No one answered my call so I left a voicemail. 10 minutes later I received a text message saying that my glasses were available but they were “closed Friday” so I’d have to wait until Monday for the glasses. So I called for clarification because everywhere online and their business front door says they are open Friday.

When I called I was told that they are open but they don’t like to do glasses orders on Friday because there’s only one person working. I explained I was going out of town and she said I could come get them but they wouldn’t be able to do any adjustments. I said that was fine and that I would be right over. I was there literally 12 minutes later and they had a sign on the door saying “closed be back at ” This was frustrating because I had just spoke to someone and they did not mention this. Moreover signage on their storefront and on their website says they are closed form 12:30-1:30 for lunch. So I’m not sure why they are randomly closing during their posted business hours at 3pm on a weekday. So now I have no way to get glasses I paid for over 2 weeks ago.

This is why I had stopped coming to this business in 2020 after a similar situation where I didn’t receive my glasses for 3.5 weeks after ordering them and being told I had to go to a completely different location to finally receive them.

They clearly do not understand clear communication or professional courtesy, at best. At worst, they purposefully keep their stores understaffed where they are unable to meet even the most basic customer expectations to maximize profit. When I came back to give this store a second try, the manager assured me that they fixed their ordering process issues. Clearly not.

ETA: came back the next day at 4:45pm. Posted hours are until 5pm. They had another sign up saying “closed be back at…” it was after that time but before their posted closing time, yet doors still locked and no one present.

ETA 2: and now I finally found the store to be open and staffed and the glasses I received have the wrong lenses due to a “mistake at the lab.” Seriously this is almost a comical level of incompetence now. Save yourself time and frustration and stay away from this place....

AVOID. Long wait times, still no contacts over three months later.

Like many others, arrived early to my first appointment and had to wait more than 90 minutes, which was irritating because I'd left work early (and I'm lucky my employer is flexible, many others aren't). Got fitted into a pair of contacts that I didn't care for, while I waited for mine to come in stock. Never got a call that they were in, so I went back in person for a second appointment after a month, because I was having so many issues with the pair I was fitted into, again waited OVER 90 minutes, just for the doctor (who is quite nice) to tell me that it was to be expected, and handed me another pair and told me to wear them until my contacts came in (where are these contacts, if they're not there a month later?). that prescription has also been super funky and is not right. My original appointment was Nov. 25th, it's now March 3, I still have no contacts. I've scheduled w/a new ophthalmologist (who can't see me until May) so hopefully I'll get some new contacts. Not great to have to keep wearing my pair this long. I'm most upset that I'm going to have to pay out of pocket, since my insurance was used on this provider, who essentially provided me with nothing except a loss of over 3 hours of my time. I've found the office staff to be generally...