Pearle Vision

This was the absolute worst medical experience I've ever experienced in my life! Around the middle of February 2026, I scheduled an eye exam with them. I'm from Orlando &, normally use Lenses Crafters however, the eye doctor that operates in the Gainesville store didn't take Cigna insurance. I also wanted to purchase the new Ray Ban Meta Displays. I have gen2 non prescription that I ware with my contacts &, I'd planed to upgrade &, get them in prescription &, give my wife the old pair. Pearle Vision advertised that they carried the Ray Ban Meta's &, they excepted Cigna insurance. When I entered the store &, made my way to the back where the optometrist is located, I noticed the Meta display. I asked the clerk (a young Latino male) sitting at one of the tables , "are these the new Meta's?" He said yes. There were two different styles &, I went to grab the ones that didn't look like Ray Bans. He replied, "you can't get those in prescription but, the Ray Ban version you can." I told him that I already had GEN2 &, planned to upgrade &, give the older version to my wife. He said he had GEN2 as well. I went on back &, had my eye exam. After the exam I sat down with him to order both what I was lead to believe were the Ray Ban Meta Displays &, 6mths worth of contacts. He even said he was giving me a discount. The following week I noticed I had a text from Pearle notifying me that my glasses were in. When I arrived the next day the first thing I asked him before he went to the back to retrieve the glasses was, were my contacts in? My prescription is funny so they had to order a pair for me to test &, approve before they ordered the six month supply. He said they hadn't arrived. When he came out the back &, I opened the box I IMMEDIATELY recognized that these were the same glasses I already have, just in a prescription version! I asked him why did he mislead me &, lead me to believe he was selling me the display version's ? I told him I wanted a refund! He said no. He then gave me some way out story about the displays not being available to the public &, you had to go to the meta website to order them &, meta has to approve you for the purchase &, you have to go take a class before wearing them. Herring that I again demanded my refund! He began to tell me to quiet down &, then demanded I leave the store &, couldn't return until they notified me about the contacts. I then threatened to sue &, asked for a business card! As soon as I left the store &, got into my car I goggled their 1-800 customer service line. They have some weird issue with their complaint page (I believe it's intentional) so I ended up dictating the complaint to the rep however they did email me a confirmation number. I also emailed &, made a complaint to the manager listed on the business card the clerk gave me &, have yet to receive a response from either! Neither have I received my contacts! I have since filed a complaint in Alachua County court Pro Se so, I guess I'll be seeing them in court in the very near future! This is March 3, 2026 UPDATE! Last Wednesday I received a call from a woman who identified herself as "Ruby" out of the Jacksonville office "head of customer services." They lead me to believe they were ordering the displays &, I was originally suppose to pick both my contacts &, the glasses up in Orlando. Later that week I received a text message notifying me that my contacts were ready but, I had to go back to the Gainesville store to get them. I immediately called the customer services representative back because, that wasn't the original plan. She told me that the guy who had caused all the problems last day would be Monday &, on Tuesday a manager would be in the store. When I got there they gave me the same run around that the Latino guy had given me. I'm guessing they've been served with the lawsuit

I did not get his name but the gentleman ordering glasses and fitting them is so friendly and helpful. He was extremely professional both times I went in. The first trip I was nearing a meltdown because of the price I was quoted at another store in the mall. He looked at my glasses, quickly checked my insurance plan and helped me order what I wanted that was also in my price point. Such a positive customer service experience!

Ruby is amazing. We just moved to the area and needed someone to help with our family's glasses fittings. Ruby has been great through every step of the process. Come say hi to him and if you need glasses, let Ruby take care of you.

I had an absolutely awful experience at Pearle Vision in Gainesville, GA, and I strongly advise anyone considering this location to take their business elsewhere. The receptionists are rude, dismissive, and incredibly unknowledgeable. I was given a prescription that was clearly 5-6 years old, not the new one the doctor had just prescribed. When I returned explaining that I could not see properly and that the prescription on the box was my old one (which I know because I can read and understand prescription details), I was told I was wrong and that they had done nothing incorrectly. It is unbelievable to be argued with about your own vision. Telling a patient they're wrong when they can't see and are pointing out a very obvious error is not only unprofessional, it's negligent. To make matters worse, when I later called to request a copy of my prescription to be emailed or mailed to me, I was told I would have to physically come into the location to get it--despite the fact that this office is over an hour away from my home. This information was completely incorrect. Thankfully, someone from the call center overheard the conversation, stepped in, and sent me my prescription themselves--clearly because the receptionist either did not know what she was doing or simply didn't want to do her job. No accountability. No effort to correct mistakes. Just attitude and misinformation. Even if the doctor is competent, the front desk staff alone makes this place not worth the headache. Poor communication, poor work ethic, and zero respect for patients. Save yourself the frustration and go somewhere else.

My visit was amazing. Hands down 5 stars. A couple years ago, I used this office. I decided to come back because of my insurance. Will continue to come back. Caroline was so sweet on the exam side. She was patient and gentle with the tests. I have sensitive eyes and needed extra tries to get the pressure readings. It was pretty smooth sailing after that. I was getting contacts, and haven't popped contacts in since middle school- so 20 years or so. She was patient while I tried them in and got with the doctor again. Then, on the other side, Ruby was great. Patient, helpful and professional. Helped me pick the best options as far as contacts vs glasses, and ended up with both. Helped me pick out frames and types of lenses and upgrades too. He was friendly to everyone who walked in, and stayed professional across the board. Will recommend to colleagues with the same insurance. Thank you again for all the help! Looking forward to my new glasses when they come in.

The man up front chase is very misleading and condescending. He was very persistent when it came to me asking to remove a charge and he refused to acknowledge the request. He then immediately went to ask if the problem was the price instead of simply accepting my request to remove it. It took two phone calls and about 30mins before he decided to remove the charge from my frames. Other than him the experience was fantastic.

I've been coming to this store for a few years. Now that Ruby Gonzalez is the store manager it has been amazing! Ruby is always upbeat and positive and does his very best to provide the best service.

I saw the one-star review on here, but my experience has been completely different. That one star review has to understand that office is understaffed and they are doing the best they can to accommodate every customer in the busy mall. I've been by Pearle Vision plenty of times taking myself and my family in for appointments all on different days this year and every time I've come in, the staff has gone above and beyond to make sure I was taken care of. From the moment I walked in, they greeted me by name and made me feel like my time mattered. They weren't just sitting around... they really paid attention and helped me with exactly what I needed. When I had questions about my prescription and lenses, they explained everything clearly so I could understand my options. I never felt rushed, and they made the process simple and stress-free. It's honestly hard to imagine the negative experience someone else described because mine was the total opposite. I left with two sets of lenses on frames that I love and with the confidence that I was in good hands. I'll definitely be coming back and recommending them to others. I already mentioned to my family to come here because the experience is a lot better than last time.