Vicky S.
HORRIBLE EXPERIENCE!!!
My entire experience with PG has been the worst customer service experience I have ever had. I have been in upper management and very aware of the importance of customer satisfaction, unfortunately, PG does not share that philosophy. I would guess the main concern a customer has about purchasing eyeglasses online is "what if there is a problem", will there be a hassle in getting an exchange/refund? I ordered a pair of glasses for my husband ( total was $94), and after doing so realized I had not selected his "saved" prescription, but my own. This was on a Friday night. I immediately called the following day (Saturday) and was told the order was being processed in the lab (which I did not believe). After explaining my issue to the representative she did say they would issue a "one time 100% store exchange". Great, I thought, as I did not wish to have a refund. I ended up selecting a better fitting frame for my husband, which was less expensive. Because the representative stated there was a 100% store exchange, I proceeded to select a pair of prescription sunglasses as well. The revised order came out to $104 (more than the original order). In my next conversation with the representative, I specifically asked if the credit could be used for "additional items", which she replied "yes". After giving her my replacement glasses info as well as the other product info., she then tells me the 100% store exchange can only be used for one pair of glasses and if I selected a replacement pair that was less, I would forfeit the remaining credit???? WHAT??? I challenged her on the policy as it made no sense. since I did not want a refund but only to use my full credit. Rather than explain the purpose of the policy, she continued to repeat, "I'm sorry, but this is our policy" She could have cared less that about customer satisfaction, so I asked to speak with a supervisor, at which point she indicated she was the supervisor (obviously not a properly trained one, because after reviewing the return policy of PG, nowhere does it state only one pair of glasses could be used in an exchange situation. In fact, it says the exact opposite (100% Store Exchange). I have written a letter to someone in a higher position and we'll have to wait to see what happens. I advise anyone who wishes to purchase eyeglasses online, stay far away from PG. I ended up using EyeBuyDirect for a pair of glasses for my daughter and received excellent customer service.
Response from Payne Glasses LLCFeb 23, 2021
Hey Vicky. It seems like you're trying to order again. Are you planning on keeping this negative review up even though you're ordering again?