Pearle Vision

Reviews

• PR

  P R

  4 days ago
  1.0
  The customer service at this location is unbelievably bad. My daughter has been wearing glasses for years, and this was my first time trying Pearle Vision. After this experience, it will absolutely be my last. I was given completely inaccurate information about my insurance, and the staff couldn’t even be bothered to call the insurance company to verify my daughter’s benefits. Instead of helping, Megan dismissed what I was saying and told me it “didn’t make sense” because she’s been there for 10 years. Apparently experience there just means confidence in being wrong. I was also told that this location can't call insurance to verify benefits because it violates HIPAA. Verifying insurance benefits is absolutely allowable under HIPAA. It really felt like the staff was lazy and didn't want to take 5 minutes to make a phone call. If this is the level of service Pearle Vision considers acceptable, they can keep it. I’ll gladly take my business somewhere that actually respects its customers.
• RC

  Ricky Chvatal

  4 days ago
  5.0
  Dr. Kow is the best and explains things well
• GS

  Gina Delos Santos

  Mar 12, 2026
  5.0
  Staff were all friendly and very helpful. Makes you feel wanting to viait always
• JG

  James Graves

  Feb 9, 2026
  5.0
  I had a really good experience at this location. Came in for an eye exam with the intent to buy some new glasses. They did a great job getting me back on time. Doctor came in quickly and got the exam done. But really the best part was the glasses. They had an excellent frame selection and lots of nice brands. I was having a hard time choosing my pair and the staff was super patient letting try on different ones and making recommendations. Very pleased with the experience of love my new glasses!
• CE

  Candace Evans

  Jan 19, 2026
  1.0
  Update and reply: Thank you for the response. I appreciate the acknowledgment that my experience did not meet your service standards. While I understand staffing challenges, my concern was not simply about delays. It was about being overlooked, assisted out of order, and the lack of attentiveness once concerns were raised. Those issues, combined with the insurance verification experience and the indifferent response when I chose to leave, are what ultimately led to my dissatisfaction. For context, I visited another Pearle Vision location the same day that was also short-staffed, yet the customer service there was exceptional from the moment I walked in. Clear communication and attentiveness made all the difference. This also confirmed for me that staffing alone was not the issue. I will not be revisiting this location. However, I hope this feedback genuinely contributes to improved customer service moving forward. I had a very disappointing experience at this location and will never return. When I walked in, I was initially greeted and asked how I could be helped. I explained that I was only there to look at and purchase frames. I was asked for my insurance and identification so they could verify coverage. I know I have vision coverage both through my employer and a separate plan I pay for personally. Despite this, I was told I had no coverage on file. I was then asked for a member ID, even though that is not required to verify vision insurance. To be sure, I called VSP directly, and they confirmed that I do have active coverage. It turns out my regular eye care provider had a temporary hold on my insurance because they were expecting me to return there. I only came to this Pearle Vision because I was searching for a specific frame they didn’t physically have in stock—the Meta frames. After explaining this, I was told where the frames were and that an optician would assist me shortly. While I waited, two other customers walked in after me and were helped before me. When I asked what I was waiting on, I was told again that I was waiting for an optician yet someone who arrived after me was assisted immediately, and then another person after that was also helped. At that point, I knew I wasn’t mistaken. There was no one in the store when I arrived, and I was clearly overlooked. I asked them to simply release my insurance, as I planned to go elsewhere. The response I received—“Okay, that’s fine”—was said with complete indifference. No concern. No apology. No attempt at customer service or retaining a customer. Based on this experience, Pearle Vision on Austell Road will never get my business again, and I would not recommend this location to anyone no matter what frames they carry. Customer service matters, and this location missed the mark entirely.