I just had the worst customer experience of my life at this store. This was after being a long-time Pearle Vision customer (a previous location for roughly 15 years, then transferring to this location in 2014). I will say, Dr. Clarke is excellent and it makes me sad I have to find a new doctor for my family of four, based the appalling way I was treated by the office manager who is a liar and who avoided my calls for over a week, then treated me rudely on the phone and in person. It all started on 12/21 when I ordered a pair of glasses which cost $599.99. I was never notified they were in, I had to call and ask. on 1/7 I picked up the glasses, I was wearing contacts at the time of pickup, and when I got home with the glasses, it was immediately apparent that something was very wrong. There was a circle in the center of the left lens that was blurry. You could see this with the naked eye. I returned the glasses on 1/8 and they assured me they would "rush" them since I needed them for a trip on 1/14. Of course I heard nothing, and finally called them on 1/22, I was told they still weren't in, but Kathie A. called the lab and assured me they would be in on 1/25 and if there were any other delays she would keep me informed. On 1/27, having heard NOTHING, I called again promptly at 9:00 a.m. Kathie told me the glasses were not in and admitted that she didn't do the best job following up. At that time I told her I wanted a full refund. She told me the store manager Martha Leinonen would contact me. Within an hour, I received a voice mail from Kathie that the glasses were in and I could pick them up anytime, and Martha would still be calling me. I decided I would not pick up the glasses until I spoke with Martha. Martha left one voice mail message for me, and I never heard from her again until 2/2. I called Rochester and the Twelve Oaks store (both of which are managed by her), repeatedly. Kathie kept assuring me that she was passing on my messages. Still nothing. Finally, on 1/30, I went in to the Rochester Hills store and demanded an appt. be made for me with Martha. They scheduled me for an appointment so early that I would have to take personal time from my job to attend it. When I said I needed it later, they told me that Martha leaves by 4:30 so the latest appointment was 4:00. On 1/2, I received a call from Martha, finally. She was combative and rude. She denied Kathie ever telling her I was trying to reach her, although she did leave me that one voice message, which apparently she though fulfilled her responsibilities? She insisted I could not be refunded, then suddenly in the middle of our conversation she stated "You know what, just come and get your money!" Then added "I need you to come and get your money as soon as possible!" I explained that I would be in on Thursday at our scheduled time for my refund. She confirmed the cost of the glasses was $599.99. She also told me she would be there until 6:00, but I still took personal time for fear she was lying again and I would show up at 5:00 and she'd be gone. When I walked in the store, she informed me that the only amount she would refund was the $377 I paid, and I would be out the $222 my insurance had paid for. I then asked if she was re-instating my insurance benefit then, and she said no. She was extremely combative and argumentative. I called her a liar, because she is one. Finally I told her to give me the glasses, as this was my only choice since I don't want to lose $222. I told her my family of 4 would not return, she replied "you aren't welcome, you are dismissed from this practice". I have never before been treated so poorly. The fact that she is in charge of two stores is shocking. She will cost Pearle Vision a lot more customers than the four of us, I can guarantee you that. We will be trying Visionworks which is across the street. Pearle Vision has lost us as customers. read more
