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4.0

Pearl Vision Customer Service

icare@***.com

To Whom It May Concern:

I recently placed an order for glasses at Pearl Vision, 17w685 Roosevelt Road, Oakbrook Terrrace IL - 60181 I have been their customer for over 20 years including at their former address. When I put the glasses on upon arrival, I found that I was unable to see correctly.

My vision while reading appeared double. Of course, this made it impossible to read, and I requested a correction to the left lens which was ground so that the focus for that eye appeared to be to the lower left of my vision. Tests were made and I was told that I would receive a call when they were ready.

Fast forward to Saturday, June 6th 2021If you ever encounter this behavior . Pearl Vision in Oakbrook Terrace called to inform me that I could pick up my prescription.

Upon arrival, I put the glasses on and it appeared that Nothing had been done. I was still unable to focus on words while reading. I pointed this out to the young woman who became agitated and snapped back that "your glasses are made according to the numbers on that paper. There's nothing wrong with them.

They're correct!" I again told here what the problem was while attempting to read and wIas again told that the glasses were correct and that they had been done by the numbers provided. Her attitude towards me was combative and rude as she repeated that the glasses were done using the numbers provided. At no point did she offer to address the problem at hand as I would expect. I then responded that "I am unable to read because I can't focus my eyes and I see double....

you are able to understand that concept, I hope". She called another woman and said "Will you come over here and help me with This?"

The other woman was as negative as the first. It was all about the numbers and not about correcting the problem with the glasses. Her attitude was rude and combative as well and at no time did she ask any questions to determine what the problem was.

I also noticed that both lenses still had the markings drawn on them from my last visit which has left me with some doubt. In less than five minutes, I was told that they would be processing a refund and then walked with me to the door. I never dreamed that I would become 'The Enemy' after pointing out a problem with the prescription. And again, at no time did anyone even look at the glasses to determine if there was a problem except to say that a pad for the bridge of the nose was missing.

Having just worn these glasses, I'm reasonably confident that the pad was there all along.

In closing, I would ask Pearl Vision to train their staff in customer service etiquette as well as problem solving techniques for the benefit of the customer since these qualities are apparently non-existent at this location in particular.

Sincerely...

Your Former Customer,

James J. Leonard

jimleona@***.com

630-303-****

User's recommendation: when ever encountering this behavior from Pearl Vision staff, leave immediately and find another provider.

Preferred solution: Let the company propose a solution.

Pearle Vision Pros: Selection of glasses.

Pearle Vision Cons: Way i was treated, Bad customer service.

Location: 17W685 Roosevelt Road, Oakbrook Terrace, IL 60181

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