Pearle Vision Summerville

TERRIBLE EXPERIENCE! I recently moved to Summerville and part of the nose piece on my frames broke. I had purchased the frames from Pearl Vision Center in Bluffton, SC previous to my move. My experience there had been so exceptional that I decided to be a Pearl Vision customer for life! I called the Summerville location and asked if they could order the replacement piece for me. The woman I spoke to said they would need to see the glasses in person as they did not have access to the other stores files or information. The next day I made a special trip up to the store ( an hour round trip) with my glasses. The woman waiting on me asked immediately if I had the protection plan, which I did. She said since it was through another location I would need to contact them and have them fax it over (no offer to take care of the customer and call them herself to try to help me). She then stated that if it had been over a year, it was probably already expired anyways. She then proceeded to tell me that they did not make repairs and that I would have to purchase new frames. I told her I knew that was not true because the Bluffton location had already replaced the piece in question once for me (I have had the same Ray Ban frames for about 5 years and love them. Without ever even looking at the glasses she said they did not have anyone to make the repair and that the piece would probably need to be soldered on. If she had looked at the glasses she would have realized that it is a separate piece held on by two little screws, which I could probably replace myself. It was obvious that she could have cared less and simply did not want to put forth the effort to help me. I myself have been in retail, customer service and sales (most recently a sales manager for a very well known, high end retailer) for many years and could not believe the way I was being talked to and treated. Maybe she was a commissioned salesperson and saw nothing in it for herself? I have been in that position many times myself in the past but still always went above and beyond to take care of the customer. By doing so, it upholds the reputation of the company and many times those people were so grateful and recognized the service they were provided that they became my customers going forward. This was bad business and customer service at its worst. I called the Bluffton location and spoke to the individual that helped me originally and was willing to drive the 2 hours to that location to get help if need be. I sent him a picture of my frames and the piece that was broken. He was able to help me over the phone, order the part and is going to mail it to me. This took all of about 5-10 minutes on the phone. I would not recommend the Summerville location, however if you are in Bluffton I would give them a 10+ rating.

Just the right place for my glasses. Great service and Mellisa is always very helpful . My place

Visited this shop for help with sunglass lense replacement and fitting that I couldnt figure out myself and the staff was overwhelmingly helpful and generous with your time and spare parts with getting 3 of my favorite 10-15+ year old glasses as close to their original condition as possible. Thank you so much to the staff for your help!!

My husband and I both were very pleased with Pearl Vision’s performance 👍 Everyone was very helpful and willing to help. We can’t wait for next year to see Dr. Fullen again ❣️

Extremely disappointing customer service experience with Mike. I received 5 phone calls in 3 minutes while I was in a meeting - no consideration for whether it was actually an emergency. When I responded via their text messaging system (which they provide for customer communication), Mike was dismissive, rude, and told me not to use it. If the system doesn't work, why offer it? Throughout our interaction, Mike spoke down to me in a condescending manner that was completely unprofessional. His tone and attitude suggest he feels entitled to speak to customers with disrespect. After reading other recent reviews, it's clear there's a pattern of poor customer service that management is choosing to ignore. Pearl Vision has lost a customer today, and if Mike is representative of the culture here, I'm not surprised to see similar complaints from others. To the regional management: these reviews are here for a reason. Please address this before you lose more customers.

I hope Mike's supervisor sees this review and has access to recorded phone calls from our conversation. Based on my experience, I am genuinely surprised that Mike is in a management position. Not only was our interaction disappointing, but many of the negative reviews I have seen seem to center specifically around his behavior. When concerns are raised, he becomes combative, defensive, and unhelpful rather than working toward a solution. While I was at work, I received six missed calls from this office over the course of a few hours regarding appointment confirmation. Since I was unable to answer while working—as most people are during business hours—Mike apparently decided it was appropriate to contact my workplace directly. When I returned the call to confirm my appointment and express that I felt contacting my workplace was both unprofessional and unauthorized, Mike immediately became defensive and rude. Mike also appeared to believe there was nothing wrong with discussing my appointment details—including my name, appointment date, time, and location—with another person. Because of these concerns, we canceled our appointment and filed a HIPAA complaint. The doctors and office staff have always been great, but this situation was completely out of line and felt uncomfortably close to harassment. Unfortunately, Mike's conduct overshadowed what had otherwise been positive experiences with this practice.

Mike is awesome there! Really knows how to take care of his customers! I was a long time lens crafter customer but since I have made the switch my wife and I will only be coming here from now on! thank you so much!

Great experience at this Pearle Vision site today. From the exam to the assistance in selecting frames and the type of lenses that best fit our needs Dr Fullen, Mike, and Melissa were a pleasure to work with. If you need new glasses; this is the place to go.

Been going to this location for years, honestly best experience at an eye doctor you can have. I initially went because another place kept telling me there was nothing wrong with my rx when there very clearly was. The doctor caught it and I will never go anywhere else. Melissa is especially awesome, it feels like catching up with an old friend every time I see her and we're at the point where I simply let her pick out my next pair of glasses, I always end up with whatever she had suggested in the first place. Honest and helpful feedback, highly recommend.