Great service and follow through on broken glasses replacement. Big thanks to Mary and the lab dude

If I could leave less than a one star review I would do so. This Pearle location also hides behind the name ZIVA Optical. This is a franchise location not a corporate store, the owner Dawn also serves as the manager. Customer service and accuracy are terms that she and her sister Mary have never heard of. When purchasing glasses, they are unable to get them to fit properly and you will have to go elsewhere to have them fitted. Mary worked for almost half an hour, and could not get my glasses fitted properly. I kept telling her they were crooked, I could see the top of the frame lower on one side than the other, and I could also see it in the mirror. Of course, Mary told me that I was crazy and that they fit absolutely fine . The employees of the store are always nitpicking and nagging at each other, Mary is always complaining about everyone else that works in the store, how they're all stupid, late, incapable, and trying to put herself on a pedestal. Beware when it comes to insurance billing, they really have a scam going there. They try to file your vision appointment under medical rather than vision insurance because the payout from the insurance company is greater under medical. Then, of course, the doctor will be out of network so they will try to charge you the out of network co-pay. The doctor will give you coupons for eyedrops and eye wipes, but of course they've expired at least a year in advance, so they have no value. When you try to point out to Mary and Dawn where they are wrong, they do nothing but put you down, tell you you're old and stupid, you don't know what you're talking about. The owner of this store owns five other locations also. Before going to a Pearle vision location, I would ask if they are a corporate store, or privately franchised, or if they are a part of ZIVA optical. If they are part of ZIVA, I would recommend finding a different corporate owned location. There you get good customer service, and quality care. It will be worth driving further for the difference in attitude of employees and Care. In short, AVOID THIS LOCATION LIKE THE PLAGUE! read more

Waiting on contacts since early October they claim they had called and left voicemail- no call history and voicemail has been full. They had an alternate number on file to reach me, failed. Store manager insisted they had left a voicemail and i was wrong. Told that could not cancelled my order since it took so long, not a posted policy. Would not recommend any store managed by "Dawn", however I would recommend the opticians. Corporate really needs to put a competent manager in there that can properly train the staff. I should not have had to call VSP to walk her through the verification of benefits and billing only to have her argue with VSP on my coverage.. The opticians can only process with the knowledge that they are trained on. read more

Run away from this place. I made an appointment here and when I walked in the manager was in a bad mood and scolding an employee that was leaving for the day. She was also training a new person and was visibly annoyed and upset that she had to do so, she was very short with him. I did the eye exam and was told I have dry eyes and my health insurance would cover. I was given contacts for a couple days and rushed out.....went back for a follow up and my eyes were "cured". I did notice they told ALOT of people they needed to do the dry eye program. A couple weeks later I received a phone call about a glasses purchase being ready for pick up....I never ordered glasses. I was on vacation and didn't have time to call back as they left a voicemail...then 2 days later I receive a nasty voicemail stating "your eye glass prescription has been ready for quite some time, you need to make time to come get them -followed by a huff" I called them back and informed them that the message was off putting and that I never ordered anything. The woman on the phone was short with me and just hung up on me. Don't go here. They are rude. Also my insurance never covered their "dry eye program" read more

Pearle Vision name but NOT same quality. Showed for appointment and told me I didn't have one. Waste of my time. Go elsewhere

Went in on a Saturday when they opened to order contacts. Was told they can't find pricing for what I wanted and she would call me later that day. I told her that was fine but I'm low on my supply and need to order soon. Got a call later that day the place they order them from isn't open on Saturday and that she would be in at 10 am Monday and would call me right away and let me know what's going on. It's almost a week later and no call back...... read more

The Doctor is okay , but they seem to try and hard sell a bunch of other incidentals not covered by my insurance , and you just can't get a cheap pair of glasses they have to push with better lenses, protections and other stuff , I just want to go in get my test get my glasses and leave , I don't want someone selling me a bunch of unnecessary Bull The scheduling on line is very good though, If you do not have insurance this place will cost you an arm and a leg , I have insurance and the glasses are still expensive, If I go here again I probably go just for the test and go somewhere else to get my prescription read more

Professionalism, expertise and excellent service provided by Monsi who made the entire process comfortable and a pleasant experience for my family. Five stars, hands down for fitting my 1.5 yr old dtr into her first pair of eyeglasses. Highly recommended! read more

Poor customer service from Timothy Webb, the franchise owner. He was extremely unprofessional during my phone conversation with him. I had my eye examination and bought 2 pairs of glasses in the store in 2019. I moved to FL and need prescription eyeglasses. I called to get my PD so I could order online. He said he would not give me the number. I told him that I called last week and the representative working said she would look it up and call me back (she did but I missed the call). He refused to give me my measurement. I asked for the manager. That's when he became nasty and told me he WAS the store owner. No reason for him to behave so unprofessionally. Stay away! read more

I order contact lenses and glasses five weeks ago. I had to call them 3 weeks ago if both were ready. They told me the glasses were ready and contacts would take another two weeks since they were coming out of Florida. Yesterday I called to check, and they told me I never ordered contact lenses. That I would have to pay for them! So what did I pay 895 for??? My frames were covered by insurance up to 130! Pearle Vision, you lost my business. Everyone should stay away from here. read more

I have never had a better experience with customizing my glasses for my fit! I HIGHLY recommend Sultan as a fitting specialist. His professionalism and listening to what I had to say in trying to describe what I was feeling and seeing were all top notch! An A+ attention to detail. read more

Yikes. I go in to get my contacts prescription a few months ago. I tell them my previous prescription, and that my lenses are blurry and I'm hoping for a better prescription. A rushed (and damn expensive, $119) 20-minute exam later and I get a trial pair with the same prescription as before! The lenses aren't very comfortable so today I asked for a different trial pair and they demand I come in for a new exam, even though my prescription is less than a year old and still valid. They won't budge. I ask for my prescription so I can go somewhere else and they give me the run around - "well if the doctor asked you to come in to see how the trial pair was working, and you never came in, then we can't release the Rx". They call me back a few hours later and ask if I'm ready to order my lenses now. Really? Stay away. Greedy business. read more

Never in my life have I been treated this way by any Doctor! Just terrible! The only Doctor here is Asian something, you can not understand or hear her with her mask on! I needed an eye exam for my Lasik surgery to be redon. As soon as I sat in her chair,,, she starts saying " why do you want eye exam " "you can't have this done" " you are wasting your time,,," She got very argumentative and was very fast at flipping the eye machine. It just got worse from there,,,never going back,,,very unprofessional all the way!!! read more

I bought frames and glasses 13 months prior when the frames broke at the flexible hinge I went to get a replacement frame I had checked on line and saw I could buy the exact frame for 55 dollars these guys wanted to charge me 199 dollars, plus a fee to change the lenses! I told them I had a lower price, and thr girl said they price match so I showed them on the internet they would not match it would not even accept an offer of 100 dollars its bad enough that they wont stand behind the product, they overcharge you for repairs as well. then they wont keep their promise to price match, even with a reasonable upcharge for being in stock im never going back read more

Not sure why this place has been reviewed so harshly. The staff was super nice and accommodating when my family came in and our infant was very fussy. They were so patient and kind. Dr. Patel is great and extremely logical. I never felt like they were trying to up-sell us on products like some places do. Convenient location with a huge parking lot. Not much to say but we will be repeat customers. Hi Joe! read more

I had a great experience getting my eye exam and picking out new glasses today. Nancy and Dawn were more than helpful and were very pleasant to work with. They also had a great sense of humor. I would recommend this location to anyone!! Thank you Nancy and Dawn!!:) read more

My son's prescription was not quite right so we made an appointment to have his eyes checked again. We sat in the waiting room for over an hour past our appointment and not a single person gave us any updates as to when he was going to be seen. The staff was also arguing amongst themselves about how busy they were. Not very professional. read more

My wife and I both purchased glasses from here with no issues. I recently purchased a pair of prescription sunglasses and Ray proffetional, curtious and treated me with respect. They told me it would be 7-14 days for my glasses to arrive and I received a phone call 3 days later that they were in. The glasses are not inexpensive at any Pearle Vision but I never have a problem and they tighten and adjust any time I go there with no issues read more

The doctors and staff here are disrespectful. I was given a perception for contacts and after I was asked to try them on. The doctor did NOT recheck my eyes. He then informed me that I was all set and ready to check out. When I told the staff that he in fact did not recheck my eyes, the doctor then began to yell and argue at his staff infront of all customers insisting that he did check my eyes. After being there for almost 2 hours and watching him take in other patients I soon left. I did not notice a huge change until I was driving home and I couldn't even see the persons license plate infront of me. Sadly the contacts with the wrong prescription were ordered,and once they arrived I new something had to be done. I rescheduled an appointment with another doctor here and he gave me a brand new prescription. My old prescription was .50 off. They are now refusing to refund me for my contacts that their doctor messed up. I am very disappointed and in disbelief at the unprofessionalism of pearl vision in crystal lake. Please get your stuff together and stop scamming kids! read more

There's a reason I've been doing business with them for years, and my recent experience is a perfect example of why: The spring/hinge on my glasses broke. I had an old, identical pair that were broken, but I was able to use it for parts. I couldn't get the screws back in though... When I arrived there they had just closed, but they were nice enough to open the door for me to see what I needed. Once they realized it was just a quick fix, they let me in and helped me at no charge! Previous to this, when I was searching for frames, I had a designer name that I really liked. There were several frames I found online that I liked but wanted to see how I'd look in them. They ordered ALL of them for me to try on before purchasing! read more

Lady in the front is SO RUDE. Seems like she hates her job. No customer service skills

Dr. Evola was amazing and very professional. O got in and out and was treated very well. I don't know why there aren't better reviews. I have gone here for years and never had any bad experiences. I would reccomend making an appt. Online the day or two before for prompt service read more

We've been coming here for 2-3 years and haven't had any issues until now. My bf had a full eye exam and ordered contacts on 5/23/18 and was told they would be delivered to our home in a week or so. We both called week after week to get updates and every week we were told something different by all employees. I was told I would get a call back because they had to 'look into' and many times I didn't ever get a call back even though both phone number were confirmed. Poor communication!! I was told 2-3 times that the contacts would be ordered RUSH but they still never came in on the day it was expected! Contacts finally arrive to the store a month later!! I go to pick up and the lady (didn't get a name) didn't even apologize for the wait or the mistakes that were going on within the store!! Not the manufacturer but the store itself!!! Plenty of money is spent by us CHOOSING to be seen there and CHOOSING to purchase contacts there but not anymore!! It's never taken a month to get contacts!! Shouldn't take more then a 7-10 days. Awful experience!! read more

I saw all the bad reviews and tried to give it a chance anyways since it was one of the only places accepting my insurance at the moment. The lady answering the phones AMAZING, the woman who helped me before the doctor even more AMAZING. The Asian-American woman doctor here is terrible. I had already informed the girl at the desk and the doctor that my son had a speech delay and might not be able to answer certain questions correctly and was told it wasn't an issue but as soon as we got into the room with her that completely changed, she mom shamed me for this being my son's first eye exam and told me that they can't do anything for us there. I asked her how the do glasses for babies then because I had seen a review saying how a woman got glasses for a 1.5 year old there and the doctor told me they DONT do pediatric there apparently. She proceeded to give me a referral for a place almost 2 hours away and says it's the best because she went to school there and we will have lot of fun there because "they have the biggest TVs". The fact that I walked out of that office crying because of how I was treated by this woman should speak volumes. Listen to all the shitty reviews and DO NOT give this place business. read more

I purchased $1600.00 worth of glasses from this location. One prescription sunglass and two prescription eye glasses. I had paid over two hundred for the lenses on one pair. Within 6 months I thought I had a vision issue and after an eye doctor visit was told the coating came off the lenses. I had no issues with the other pairs. I read other people complaining of coatings coming off their lenses as well. I called the store and was told they won't do anything to fix the lenses. The lady said the coating must have come off and was not surprised like she heard that problem before. My family and I have been great customers of their stores. They did not even offer any discount on a new pair, not an apology. The manager did not come to the phone. They do not even seem concerned they lost business or say they have improved their lenses. Will not be returning to any Pearle Vision. read more

Picked up my new glasses today and I have to say my experience has great. Tony was truly professional throughout the entire transaction. I recommend this business read more

Exam = $59 with a very pleasant doctor. No complaints there. After exam you are offered more exams for more money. In the lobby you are greeted by pushy salespeople who don't seem to realize that if they just left you alone you would look at more stuff. Once through that gauntlet, you are asked to sit at a counter where your bill comes to $600 or $800 if you want the "free" sunglasses special they have going on right now... I'll take my prescription elsewhere. read more

****AVOID***** If I could give zero stars I would!! First of all I HAVE 2 insurances, I wanted them to see which one pays better, the girl tells me I have none, bs.... She then tries another computer and verified one, she didn't bother with the second, which I do have. My son has an examination then the doctor brings out a form for some imaging thing, I felt guilted into doing.. Additional 29 and 14 not covered of course by insurance. Now time for glasses... My son wanted to use his original frames, with what she added it was going to be over 279.00 using his frames!!!! Never discussed lenses, scratch or what options I wanted, just picked them and tried to sell me some membership crap, she was bypassing my insurance completely, until I called her out on it!!! My insurance for an exam is 15.00 I walked out paying 98 with all their scams included... I left not getting any other products but I did leave with my perception!!! I will go elsewhere.. And will call corporate!! Very very disorganized and shady!! read more

I should have read these reviews BEFORE going there!!! DO NOT waste your time & money at this business!! Sadly, giving zero stars is not an option in Yelp. I had recently moved & needed glasses and contacts. Over 1.5 yrs, this has been my experience/nightmare: 1. Set up appt. with a specific Dr.; I got someone else. Must have been his first day -- shook like a leaf & couldn't find equipment needed during exam. Equipment itself was filthy, and I mean FILTHY, nor did Dr. wash his hands before beginning the exam, so I had to ask him to do so. 2. Complained my vision was very blurry with my current prescription; got exactly the same prescription upon completing the exam. 3. I wanted light weight Silhouette frames but was worried the lenses would be too large for my petite face. I was assured they would make the lenses much smaller to fit my face. I look like I'm wearing my grandma's giant sunglasses. 4. When I first put new glasses on, they were terribly crooked. I was told they are titanium frames & titanium doesn't bend, sooooo..... 5. I couldn't see/read using the bifocal (bottom) part of the lenses. They called the optician out from his room & he told me I wasn't "looking through them correctly". Um, WHAT?!? I've been wearing bifocals for 10+ years. By the way, the back of the optician's hands were covered in actively bleeding spots all over them!!!! TRULY REPULSIVE!!!! 6. I took my glasses to 2 other chain eye care places -- both places said there is NO lower prescription in one lens & such a minute spot in the other lens that there is no way to read with them. 7. I took them back 4 times to complain & request the lenses be remade. Every time I went either the optician wasn't there & was told he HAD to be there to help me, or there wasn't a "manager" there to be able to make a decision. Once, both he & the manager, Gaylord, were there. This time, after the optician looked at them, Gaylord came out & said "Well, they are within tolerance, but the prescriptions could have been put in "just a little bit over"; just as he had admitted the Rx wasn't in there right, the optician called him back over & said, "No, wait! Tell here this...." then took Gaylord into his little room. WHAT A BUNCH OF CRAP!!! 8. I tried one last time to get this resolved about 7 weeks ago. The new store manager, Jasmine, told me she could do nothing because it was over a year & asked why I hadn't bothered to come in before now. I relived the entire 1.5 yrs. with her while she gave me a blank stare. She did take my phone # again and promised to call me the next day once she spoke with her manager. Did I mention that was 7 WEEKS AGO??? DO. NOT. GIVE. THEM. YOUR BUSINESS....EVER. read more

The doctor (female, I can't remember her name) was very nice, but that's the only positive thing I have to say about this place. They do not call you back, under any circumstances. I was supposed to get a call when my glasses came in, no dice. Same deal with my trial contacts, except when I called they kept saying they were on backorder, so I had to keep calling until they were mysteriously found. I ordered the HD lenses, so I spent a fair amount of money on these glasses, and they've been essentially unwearable. They cannot adjust them so they're not digging into my face. It causes abrasions so deep that it got infected and I couldn't wear them at all for a week, and even now I have a scab on the side of my nose. I've been in to have them adjusted 8 times and it's still equally painful. I tried to tell them that I think it's just the frame and I would like a new one, but the manager wanted to adjust them again and sent me on my way, still the same issue. I have been getting my glasses here since I was in high school because that's where my family went, but none of us will come back here again after this. Please avoid this place like the plague. read more

Arrived early for my appointment and was told the doctor was running 10 minutes late. Close to an hour later, still no doc. Left without receiving an update or apology. Frame selection is poor, staff unfriendly and doc is a no show. Fail on every level. Avoid. read more

This location is very disorganized and not very clean. I saw a woman ask for a sample of contact solution that the doctor recommended and an employee handed her an open bottle that I, and i'm sure other customers have used throughout the day. My appointment was at 330 and I wasn't out the door until 5pm. I was unable to order my contacts at that time also due to a system issue.. She did not tell me this until after I waited 20 minutes. I would not recommend Pearle Vision in Crystal Lake. read more

The woman sales associate was rude. I should have turned around and left after I requested to see cheaper frames and she said snottily, "well you weren't so cost conscious when you bought your designer purse!" I will never go there again! read more

After SIX attempts of trying to get my husband's glasses right, we decided to get a refund and try somewhere else. They are refusing to give us a refund. They were unable to provide what we paid for and are not returning our money. As far as I am concerned, that's stealing. I DO NOT RECOMMEND THIS LOCATION!!! ZERO STARS read more

I purchased 2 pairs of glasses here, one was a pair of sunglasses with polarized lenses. After a year, the lenses developed bubbling. I took them back to the store and they were nice enough to replace the lenses. After another year, the same problem, pinpoint bubbling on the lenses. The salesman asked me how I was cleaning the lenses, and tried to blame it on me wiping them without the liquid cleaner. Then asked me if I leave my glasses on the dashboard (I don't and I park in a garage most of the time) and tried to blame it on extreme temperatures in the car. They did not stand behind their product. I do not recommend them. read more

I'm not one who normally writes bad reviews but I would never recommend this office to anyone. I have been wearing glasses for 20 years and have never had an experience like this. The staff was all over the place, was never greeted by anyone. My apt was for 1:30 and I was not seen until 2:45 with no excuses to why they were so late. Got my half ass rushed exam and went back out to where all the frames and such are to be sat down with the optician if you can even call him that. He didn't have any of my insurance information he had to go reprint it all out and still then didn't seem to know what he was doing. I ended up walking out after a little over 3 hours and did not even get my glasses or anything from them because I didn't have confidence that my new eyeglass prescription was even correct. The only positive thing was that their very young doctor was very nice. read more

This place is absolutely the worst. I had an apointment today at one and wasn't seen till 3. They kept telling me there were two ahead of me still and they were running behind. I overheard multiple people here that all had apointments and they all ran late and were not taken in order. They had a binder of my insurance info and the guy I was talking to who worked there joked and said something about how it hadn't been updated since 2013! Not professional at all! The eye dr was good once you actually got to see him and the frame selection was good too. It also seemed impossible to relieve any of the "special offers" on frame prices. I heard a bunch of other people there in the two hours I waited all get denied the offer. What a joke. Never returning! Others said they were calling to complain and a lady came in before I left to complain about her prior experience there too! read more

Brenda provided great consumer service and was able to repair our glasses extremely fast on short notice. I will be coming back for a new set of glasses. Wonderful experience!! read more

I went in to look at the frames because they had a"2 for one" advertisement "starting Saturday". When approached, I said I would wait for the "sale". The sales person said they would honor it now. So,I bought two glasses, well almost. At checkout they told me the sale states Saturday! I love dishonest people who waste my time. I told my friend about this and he told me his wife went there and at her exam the told she may have MS! Which is a light are diagnosis. So, my friend a real doc, yes a MD, called and asked for a copy of her records, Pearl said $50!!! For a copy of your record, after they suggested she may have MS! So, $3,000 of tests later, my friends wife is fine. Neither of us will be returning to Pearl on NW highway in Crystal Lake neither should you. read more

I have gotten my last 2 pairs of glasses here and I will definitely come back next time I need a pair. The actual doctors are very nice, I don't feel like I had any additional tests pushed on me, they even told me it wasn't necessary but I still chose to do it. The sales woman was great (I wish I could remember her name), she personally helped me pick out both frames that I bought and she will help you as you try on a bunch of different pairs and she'll tell you which look good or not so good. She even let me use a coupon that I had forgot at home, and gave me some free products because she remembered me from the year before. I didn't mind the prices, but I also have good insurance so maybe that's why. I will be going back here for my next pair. read more