LensCrafters Corporate Office

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Corporate Office Address:
LensCrafters
Luxottica Retail North America, Inc.
4000 Luxottica Place
Mason, OH 45040
United States
Phone: 513-765-6000
Fax: 513-765-6249

LensCrafters Corporate Office Comments

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Apr

Posted by EA

4/22/24 6:41AM

Jack Assistant manager
Hadley associate
Arrived at approximately 4:00pm from leaving the Lenox mall location because it was closed.
Hadley was the associate that assisted me.
Upon entering I was greeted by Jack and he asked 3 questions did I have insurance , my prescription ,and was I already in there system. I told him "I had a prescription and insurance but wasn't sure if I was in there system because I started a transaction once and ended it once I found out the total". Hadley helped me as best he could with 2 pair of (Prada)glasses I had shown him on your company website. As I was looking for a 3rd pair of (Ray ban) glasses for work Jack approached me and asked if there was anything that I wanted to give him so I asked him "What?" As though I needed him to repeat himself so he asked again did I have anything in my pockets to give to him so I again asked what do you mean? As I emptied my pockets showing him I only had my belongings he tried to laugh the situation off and made it seem as if he was asking "Did I have any money in my pocket because I needed to hurry and pick glasses because the store was closing soon"while looking at his watch and he then again laughed that off as though he was joking . (Not once did he say he apologized for me thinking he was accusing me of stealing after watching me empty my pockets) Hadley blurted out from across the room "Jack you even had me confused there for a second". I also made the comment that "Jack had me confused also". As I proceeded to the counter with my 3rd pair of glasses to see what my total would be with Hadley Jack walks over throwing all kinds of discounts at me as if he was trying to sooth the situation over. You could feel the vibe of the establishment was changed immediately (Mind you there was only me and 1 other customer being served). My total came out higher than what he discounted it to initially so he intervened again and gave another discount to honor the initial total and he also offered a discount on a 3rd pair if I were to come back to purchase another day. I paid them for there services and Hadley notified me that I would receive a email on a survey of my experience and he made sure he made mention that it was a personal survey so I let him know he did a great job which he did(we both gave each other a look like we know what had just transpired) and I left the establishment. Once I made it to the parking lot I called a friend to tell them about my experience and as I got down the road I received a phone call from Jack around 4:50pm apologizing for his actions because he now says a coworker notified him that they noticed I was uncomfortable with him because he accused me of having something in my pockets and that he wanted to insure that he was not insinuating that. I told him everything was ok but in actuality I felt like I was racially profiled by Jack as a thief and I believe Hadley notified him of his actions as I left the establishment even though he already felt it him self inside but couldn't fix the damage he had already caused so he hoped no one noticed.

Mar

Posted by Rubyrey

3/3/24 1:20PM

I recently had an appointment for my daughter today at your location in the Boynton LensCrafters. I had an appointment in two Wednesdays prior and was told my copay was $39 I asked why she meaning receptionist informed me that it was because I would have the glaucoma tests done in me, I asked if this was optional? She said yes do I informed her I don't want any additional testing I would only like my eye exam to order glasses in which I did and am waiting on them now I asked if I can only pay my copay she stated I don't have one. So this time around I asked the receptionist after she informed me my daughters copay is $39 the same question if this was for the glaucoma test she said yes I informed her I declined and would only like the eye exam, well today apparently on the weekends it is not an optional test It is mandatory or else I would have to reschedule for a appointment during the week when it optional. I informed her I would reschedule over the phone and she canceled my appointment l. I would like to know why I was not informed of this policy upon scheduling over the website and how is this justified I will be reporting this to my insurance and the Better buisness bureau and report this for insurance fraud. Also when I received my text message stating that my glasses were ready for pick up the rx was not correct I can not see with this new rx that was given to me when I was asked if I had my rx glasses done there so they could compare I informed them yes my last pair was done there but good luck finding my chart as everytime I come in you guys always have to make a new chart for me because no one could ever find it. Of course he was unable to find it and asked if I could go back to the eye doctor there in the store and ask for copy of my prescription and they could not find it l. The doctor was determined to make me embarrassed by saying over and over again my appointment 2-3 years ago I was no showed in which yes I was but I had another appointment scheduled in which I did come, had my eye exam and got my glasses there along with my daughter. I the. Again asked if I could give her my appointment reservation number so she could look it up she said they don't need that and continued saying I was a no show and I kept informing her I got my glasses there along with my daughter I brought my daughters old prescription I which I saved because she wanted me to place an online order but I threw mine away because I knew I wasn't going to order anything I gave her dates and she then became rude and stated that " you just had to come now during my busiest time to bring this up right you just had to!" That's when I replied " Am I supposed know what your schedule looks like? Is it my fault that everytime I come here you guys have no record of me? I'm not backing you up isn't that why you have a receptionist? You can go an continue seeing your patients while I speak to your receptionist about finding my record" and she continued getting mouthy at me that's when the gentleman in the glasses came and tried to help in my record. And she continued so I told her to "take her ass back in there and see her patients" at that point I have had enough with her I was coming to just pick up my glasses and not expecting to spend an hour and get yelled at by your doctor because that office is unorganized. Also she got angry because her next patient was told to pay 39.99 for his exam and he asked why if it's her first of the year she the receptionist said it is for his glaucoma test he said he didn't want it she said ok come on in and I stated "why for him it's optional and when my 11 year old daughter came last Sunday it was mandatory because it was on the weekend if today was the weekend aswell what's the difference between last Saturday and this Sunday that's when the doctors snapped and got mouthy. Right after I told them she didnt needed that exam they offered I reschedule during the week while my daughter was in school. I was in my car and sure enough after I left the doctor ran out of the office to go home. She just made it up so she could go home early. I don't know what kind of fraudulent I organized establishment you are running here but suggest you investigate what's going on because it not right that your doctor gets mouthy at patients, you can't find records, your receptionist can't do her job and leaves all patient filled out forms facing up on her desk for everyone to see and scattered all over the desk which probably is the reason why your records are missing. If you have any questions please feel free to contact me via email or phone 5617197065.

Jan

Posted by Ralph

1/23/24 5:16PM

I've never had a manger of any store hang up the phone on me. Your female manager at the Airport Blvd. store rudely hung up on me because she said "I was screaming at her" which is the farthest statement from the truth.

I brought back my glasses due to a manufacturer's defect, a piece of the frame cracked. I paid my 50.00 and asked if I could keep the defected glasses until my new ones arrive.

During the waiting period of the new pair I sat the glasses down on the side of my truck while unloading groceries. Obviously, I accidently left them laying on the outside of my truck because when our yard maintenance was mowing the following day he found one of the lenses on the ground where I park my truck. I'm not certain if they were ran over with the lawnmower but all we found was one lenses which I currently posses. It's identifiable due to the lenses prescription and the lenses being customized by Costa with a bevel around the lenses so they can secure with fishing line. Please note, I was told by another manager at the Bel Air Mall location a couple years ago that she had a customer that was on his lawnmower and accidently ran over his glasses, he found a piece of them in the yard and brought it to the store and she gladly replaced his glasses.

I've used Lens Crafters for all my glasses and contact needs since I was in my twenties. I've also owned costa products for the same amount of time. I'm now 57.

I'm so disappointed how the manager treated me, I doubt I will ever shop at your store again. I've been in the insurance customer service/litigation business for 22 years and presently run a litigation department for American Integrity Insurance in FL. The number one rule I tell all of my employees is: "You never have to tolerate abusive language but you DO NOT hang up on a paying customer if they are trying to express their concerns. I'm not certain how LensCrafters trains their managers in the art of handling upset customers but it should be revisited

I've read Affirms policy and conditions and DO NOT see an exclusion for additional damage occurring while you were waiting on your replacement glasses. This was sudden and accidental and was a direct result of covered damage. My policy wasn't voided or cancelled and was in place with the premium paid when this occurred.

I now have my replacement glasses at the store and the manager is stating that unless I bring her the old pair back fully intact, she will not allow me to pick up my replacement glasses. I FULLY understand there are conditions in the policy provisions that avoid customers from keeping their old glasses in order to have a spare pair, this IS NOT my situation, I have one scratched and damaged lenses that can be easily proven this was from the original pair I purchased. I'm currently without a pair of daytime prescription glasses and can't wear contacts due to dry eyes, this isn't acceptable due to me not being able to drive or see any type of danger.

I'm well versed in getting results when an insurance company and its associates don't treat the insured fairly, we call it "Bad Faith" in my department. Blatantly denying my legitimate claim will result in litigation. This will be my one and final request for LensCrafters and Affirm to act in good faith and follow their policy provisions. If you choose not to act in good faith, please send me a formal denial letter so I can start the process (3400 Riviere Du Chien Rd. Mobile AL. 3669.3

Lastly, why would a large company like LensCrafters have a manger running one of your stores with such a hostile and hateful manner? Is it not important tyo LensCrafters to have and retain return customers?

I would like a response from upper management regarding this situation within 24 hours. If not, I'll keep making phone calls and sending emails until I reach your cooperate offices. This will get resolved either in a pleasant or unpleasant manner, it makes no difference to me.

Jan

Posted by Anonymous

1/8/24 5:52PM

I won't buy from Lens crafter eyewear because JLO She's a Thief Liar she is a Social Climber of BLACK Culture & her career is a LIES She could Never Ever Sing or Act she Criticized White Actresses because she CANNOT Act she's a GOOD Liar BLACK WHITE Americans Don't buy and Support a POOR Loser that WORSHIPS the Devil she practices Voodo & SATAN You can look it up on goggle this isn't HATIN the TRUTH lenscrafter Sponsers a Liar & the devil they should have check her out intenseinvy about JLO

Dec

Posted by cindy

12/29/23 8:22AM

I had my glasses remade per my Dr.'s change. He wanted the distance brought down a bit however it was brought down 3m in one and 4mm in the other. I can't see well at all when I read or look at my computer. I'm beyond irritated and I was told they would look at the file and see if they could do anything! They should be redone so that the line isn't right in my line of sight so I can see. Dr. office said it was brought down too far. If something isn't done I will never go to Lenscrafters again and I spend almost $500. I am beyond irriatated.

Dec

Posted by Leon E

12/20/23 9:25PM

I want you to know I will never buy another pair of eyeglasses from Len's Crafters, nor will I allow my 3 children to buy a pair of eyeglasses from Len's Crafters. I bought a pair of eyeglasses from your Vernon Hills, IL branch in the Townhall Mall. I also have never dealt with a more rude & obnoxious person than the manager at that store. The first time I brought in my prescription the lenses were not grounded to the correct prescription, so I took them back. The second time was not any better, they did not agree so I took my prescription back to the eye doctor & he verified the prescription was still not accurate.
Finally, the third time they did not fit the frames correctly, as they were too big & kept sliding off my nose. I gave up & went to Target Optical who was able to both ground the lenses correctly & fit me with the correct frames. I have a high prescription so it usually takes a couple of weeks before my prescription is prepared. Despite my buying Len's Crafter's extended protection policy, the manager refused to even talk to me. She said your eyeglasses are over 30 days old, & therefore I won't even discuss this with you. So, perhaps she will talk to the judge in small claims court & Len's Crafters can pay for their lawyer to appear in court. As a former attorney, I have no qualms about appearing in court.

Oct

Posted by Joyce

10/30/23 3:00AM

I have 2 expenses pair if prescription eyeglasses. I just need both pairs to fit and not fall off my face. Tiffany felt off while I was driving " causing me to drive off the road to prevent an accident. Then praders are straight causing me to suffer blurry vision & headaches which I generally give. Change arms on the Tiffany and adjust prayers. I searching repAIrs without $$ing or a 75% discount Please I can't see without them.

Oct

Posted by [email protected]

10/20/23 7:54PM

I was in your Avon, CT store today at approximately 4:00 speaking with a salesperson about purchasing lenses for frames I already had. My salesperson reacted immediately to a man coming in the store who she appeared to recognize. He was quite strange acting and carried a large plastic shopping bag. He went from shelf to shelf filling his bag and finally left the store with many frames. The woman I was working with, took pictures of him with her iPad. There was another customer in the store besides me, and there was another gentleman who worked in the store, who was called out to try and handle the situation. I was petrified and asked one of the other girls if I could go out in the back room my question to LensCrafters is isn't there anything that you can do to help keep your employees and customers safe from that sort of situation. Could a lock be put on the door so that people had to be let in? I questioned the situation and was told that the same person had done the same thing two times before. The police were called, but only after this man had left the store. I sat in the parking lot for 15 minutes trying to calm down, and I never saw any police presence at the store or in the parking lot.

Oct

Posted by Anonymous

10/4/23 11:09PM

I bought Ralph Lauren Glasses from Lens Crafters at Eastdale Mall in Montgomery, AL & I've NEVER had WORSE SEEViCE!! To start with they treat U like they could careless if your there or not!!

I told them my 81 year old mom was in the car could someone please help me!? There was A man on the phone I ask if he'd help me when he got off the phone but he didnt I had to go & find him & ask again for help (I don't know why I didn't leave) I picked two pair out but didn't buy them because I couldn't decide & they were definitely NO HELP!! I call the next day to see what time they close so I could arrange someone to sit with my mom they told me 8:00. I told them I was on the way to order & pay for the glasses I had picked out.

I got there at 7:40 the bars were down like they were closed I ask the employee threw the bars if he could please let me in so I could pay for my glasses he told me NO "He had to go pick his 1 year old up" I said its not 8 yet he said very RUDELY MAM I TOLD U I GOT TO GO GET MY KID!! They could of saved me A hour drive & sitter fees for my mom had they told me when I called that they would NOT Be there to 8:00 like they were suppose to be!! So I went back 2 days later (like A idiot) because SERVICE AGAIN WAS HORRIBLE!! I Also wanted Perscription Sunglasses & ask if they had any deal on those they said No all they had was 40 off lens.

I go pick my glasses up they were loose I ask them to tighten them he got them "Acted like he tighten them" Just with his hands!! Then I go to Mobile AL to see my daughter my glasses were so loose they were fallen off my face so Thankfully the Lens Crafters there said they could tighten them for me & they did & their Customer Service Was AMAZING!! I ask the manager if they had any deals on 2nd pair of glasses or sunglasses he said when you bought yours they should of offered you 40% off lens & 40% off the frames THEY DID NOT!!

So Im just wandering if yall tolerade this kind of service? I hadn't had my glasses 30 days yet & thinking I may take them back & buy somewhere else because the treatment & charges were UNACCEPTABLE!!

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Mar

Posted by Persistent

3/7/23 4:27PM

FRAUD!!!!! On Feb. 9th I ordered new lenses at the LensCrafters at Bridgeport Village in Portland OR. During the sale, after my credit card had been approved and charged, there was a computer problem with completing the sale. I asked the manager to void the sale but she said that nothing had been charged because no receipt printed (having worked in IT for 30+ years I knew this was incorrect and that my card had been charged but she wouldn't believe that that is how POS systems work). The next week I sent her a copy of my bank statement clearly showing a charge of $617. She said it was a pending charge and would go away when it was plainly subtracted from my balance. After going into the store and letting the manager speak to my bank (who told her the charge had been posted and the merchant had been paid) she agreed to give me a refund - but only after I was compelled to be forceful about it. She said I'd get a check in 2-3 weeks but I haven't gotten it yet. I did get an email from "customer service" saying that they stood by their initial resolution and I would have to go to my bank to get the finds refunded. Everyone involved has been rude and willfully ignorant.
LensCrafters owes me $617.00 so my next step is to consult my lawyer and go to small claims court. Since I have all the documents from my bank I have no problem pursuing this until I get my money back. LensCrafters could make this all go away by simply issuing a refund but until they do that I'll just keep going. BTW, did you notice that there's no way to call and talk to a person on any of their websites?

Jan

Posted by Jackie Eyster

1/8/23 8:24AM

We had the most incredible experience at the Plainfield Metropolis store. You have the most incredible staff and Dr Hudack are amazing. They are very happy staff and everyone is smiling. They make for a great experience. While we were there we watched them bring such cheer and ease to their job. Giving each customer personal care. While asking those waiting to please give them a moment to finish. Then they would be happy to help them. They are very attentive to their and make for such a great visit. Most of the staff their age usually want to get you out and ignore you. You staff in this store is NOT LIKE THAT AT ALL!!! They are truly are wonderful all of them. Please give your staff kudos. They truly deserve it!! Thank you and we are Lenses Crafters customers for life.
Sincerely
Jacqueline n William Eyster

Jul

Posted by JJ

7/4/22 2:14PM

I went to LensCrafters at PGA Mall on Sunday, July 3rd. Address: 3101 PGA Blvd., Suite A101, Palm Beach Gardens, FL 33410. I arrived there to pick up my Michael Kors glasses with new prescription. Upon arrival, the lady at the customer service counter in the main area was rude right off the bat as I walked up. She gave no courtesy such as a Good Afternoon how may I help you type of greeting. Instead, after my hello, how are you with a smile. She glanced at me and said, "I'm with another customer. You can go and sit over there" and pointed with her head down while at the counter. I was appalled at her attituded and did not hesitate to stop her, and immediately told her that I did not like her attitude and put her on the spot right where she was standing. She then took on the victim mentality as if she did nothing wrong. I locked eyes with her and repeated to her that I did NOT like her attitude and that I was not a "second-hand person" walking up in their store. My family and I have been a customer with PGA LensCrafters for years and we spend good money there on eye care. She proceeded to "wave" me off with a flick of her hand and wrist and told her coworker to "handle me". I have NEVER had any run-ins with LensCrafters personnel. She was the first (and trust me) it will be the last time that she disrespects a customer. I made sure when I checked her on the spot, that I had witnesses (of other customers) for all to see how she treated me upon arrival. I was also not happy after spending $194 for the eye exam a couple days prior and THEN an additional $355.97 for my lenses only (as I used my same Michael Kors frames for the new prescription) all paid for in advance. So, I basically owed nothing on this day that I arrived to pick up my glasses. With that all said, to be treated as I was, as a "paid in full" customer is not to be tolerated. LensCrafters had my money (lots of it) and I was treated like a second-class citizen. Not to mention, I was the ONLY Black customer standing there in the store that afternoon when this incident occurred. At that point, I began to wonder if this woman was racist or bias and perhaps she profiled me the minute I walked in. It is possible. It's funny how people treat you and have no idea about your true background. Me...an established African-Anerican female living in a $600,000.00 home, with a Maserati SUV, making $90,000.00 per year at a Fortune 500 company. I am by no means "second-class" but was treated like one. LensCrafters needs to provide refresher "sensitivity trainings" to all personnel who handle the front lobby areas of their store so that they truly learn how to greet customers who patronize their stores because you never know who's going to walk into your stores to keep you in business. By the way, our family attorney is Willie Gary & Associates. He's known for taking down large corporations and never loses a case, so...we can take it there if needed. I would appreciate an apololgy for how I was treated yesterday. Oh, and I left my glasses(that were ready) because the left lens is still loose. They need to FIX IT TO ENSURE THE LEFT LENSE IS SECURE before they call me to pick my glasses back up. Three strikes to get it right this last time. Unlike your lady in the front lobby handling glasses and frames, I have manners, so thank you kindly for tending to this matter.

Jun

Posted by Mfraizer

6/14/22 9:18AM

Lens Crafters at Macy's in Buford Georgia.

Rude and totally unprofessional! i was told to drop off my glasses for repair and there was only one other in the store. I asked if I could wait until he was done with her and he said I would still have to leave them. He told me he had other duties to attend too. Customer service is NO priority to these folks. Went on to America Best and they fixed them on the spot with no drop off or waiting. I will never use Lens Crafters again. They do not have their priorities straight in that store. No customer service and I bought my $600 Ray Ban from them. Never never again,

May

Posted by Displeased & Offended

5/27/22 9:43AM

On May 12, 2022, I had an appointment at the 121 Court St location in Brooklyn, NY. My order was for two pair of glasses (general use and reading) totaling $587.92. I was told a text would be sent once they were ready. On May 14, I received a text that my glasses were ready but when I went to pick them up, I was told my reading glasses were not ready and it takes at least two weeks. Fast forward to today, May 27, 2022 and upon calling I was put on hold twice and hung up on twice and still have no idea when my reading glasses will be ready. The following Mission and Vision Statements appear on LensCrafters website:
LensCrafters Mission Statement
Our goal is we pride ourselves on unparalleled customer service. Whether it's our easy-to-schedule eye exams, or making sure you have all the help you need to find the perfect frames, we got you covered
LensCrafters Vision Statement
At LensCrafters, our highest calling is your vision how you see and experience the world around you. We're here to ensure that, every day, you re seeing your world in perfect clarity.
Unfortunately, my phone experience today was substandard customer service and my experience was totally insulting.

May

Posted by Aggravated

5/13/22 2:16AM

It has been 3 weeks since I ordered my glasses. I was told 2 -3 weeks before they would be done. I called and asked about them and I was told that coincidentally, they received an email that same morning stating there was some breakage during the production process and they are "monitoring" the situation; I would get a call when my glasses were complete. Now, mind you, I did get a little aggravated while ordering my glasses which took 2 hours, and after that 2 hours of the girl repeating what progressive lenses are and how they work, I asked if we could just order the glasses already. I am not a stupid person, I understand what people say when they talk to me so why she thought I needed to be told 1000 times what progressive lenses are and how they work is beyond me. Then she told me my first frame selection would not work for progressive lenses, I picked another frame, they would not work, I picked another frame, they would not work but my original selection would work so we can use them. After 2 hours, I paid the $600 for my glasses and finally left the store. All that being said, when I called and was told there was "breakage" during production the person that answered the phone was "giggling" while she was telling me my glasses were broken several times while being made. I would like to know what "breakage" means and why the person on the phone thought it was so funny. I paid ALOT for my glasses and paid ALOT with my patience while it took 2 hours to order my glasses. I have been wearing glasses for over 40 years and it has NEVER taken 2 hours to order glasses. So, what does breakage mean and why is that funny? The location is Peachtree City, GA.

Nov

Posted by URipOffPeople

11/27/21 9:00AM

I made an appointment through Lenscrafters for an EYE-Exam and when because Lenscrafters said they took my insurance. When I got there the office said they did not take my insurance that they were seprate from Lenscrafters. They were going to change me $$$$ out of pocket when my insurance I only pay $10 copay. I told the Lenscrafters they did not take my insurance and they said well they are and independent office its not us its them. Well if your making a false appointment through Lenscrafters website knowing I have insurance XYZ and you take it by the optomologist does not that's on you not them.

Sep

Posted by Kkoltz

9/29/21 3:11PM

Worst service ever at your Lancaster, Pa Park City Center location. New staff needed!! You just lost a loyal customer and I'll make sure to advice my friends to stay clear of that location. From the man approaching me when I entered to the young lady who picked up my glasses and treating them like garbage to her smartass replies.

Aug

Posted by Anonymous

8/16/21 8:17AM

I purchased 2 pairs of glasses from your retail outlet in Topanga Canyon Woodland Hills Caifornia. The discounts given are complete shams, for example get a second pair at 40 or 50% off. My first pair came to about $400 and the second's discount was about $20 because the first pair was supposedly discounted. I was also told I would have my glasses by 14 days but when I went into the store I was told that it will take 21 days. If I hadn't gone into the store I would not have learned this. The prices are significantly higher than other companies and the service is absolutely terrible. I am done with LENSCRAFTERS.

Aug

Posted by Michelle

8/14/21 1:36PM

Irecently purchased new lenses thru your insurance plan. When I picked my glasses up I was unable to see thru them. After arguing with the employee that I couldn't see right and get to tell me over and over it is my prescription. She finally took them to the back. She came back 15 min later and told me the lab me them wrong. That my prescription was too high and they needed to be remade. I asked her if they could expedite the process, she told me no. I called today 6 days after the were ordered and asked the status. I was told the 23rd. I called back again and asked for a manager. Explained I am wearing old glasses that are taped on one side and glue on the other. She told me they see complete now we have to wait for them to be shipped. Asked why if today is the 14th they were complete on the 13th why 10 days. Because no one ever knows that answer and no one can ever call the lab. I have used Lenscrafters for years and am very disappointed with the responses I have received. It was not my mistake they were made incorrectly yet I have to wait. There really needs to be a better system for customers that are being inconvenienced by the labs mistakes.

Aug

Posted by Anonymous

8/14/21 8:52AM

I have been with LensCrafters since 2013 going to Hemet, CA store. They were great and customer service was great and staff genuinely cared about their patients. Management changed approximately 2017-18 and the service went down hill.
2017-18 my information not even basic patient information was on file and had to provide my basic information yearly when my exam was done. Today I was pushed to my limit with patience by KAREN, I was talking about my insurance. Once again my information was wrong, when attempting to clarify it with KAREN, vent that as a long time patient of that exact store it is unacceptable my basic information is not on file. All I was was she wasn't the I've been dealing with, she didn't do it and I shouldn't be complaining about her, she does nothing wrong. With her attitude I asked for her name and a supervisor/ manager.. KAREN said she getting a manager, I asked her name again as she was putting me on hold ... she replied KAREN I just told you.. I told her she was being a bxxxx. She stated I shouldn't be calling staff a bxxxx... clarified I wasn't referring to staff, I was referring to her, for her attitude and how she handles customers especially long time loyal customers/patients. Paige her "manager" came on the phone. I told Paige I did call KAREN a bxxxx, the persistent issues since management has changed. Also her staff and KAREN need to be reminded it's customer like myself as why they all have jobs. I'm hoping something can be done about the decline in the service and how customers/patience are treated. Dr is amazing. Sadly if nothing is done I will take my business else where. I spend close $2000 a year if not more annually on my eye wear. My son also goes ther and spend about the same....

Corporate I hope you take this complaint seriously from a long time loyal customer who doesn't deserve to be treated in such a manner.

Aug

Posted by Anonymous

8/13/21 10:10PM

Aug

Posted by DrBetian

8/3/21 8:09AM

I walked into the Victorville Mall location of LensCrafters on Friday, July 30, 2021, and made an eye exam appointment for both my husband and myself, and was given appointments the following week, Monday, August 2, 2021. On Saturday, a young lady called and confirmed our Monday appointments, which I DID confirm. On Monday, afternoon my husband is called and told that his appointment was canceled because he never confirmed? I called the office right back and argued that we DID make appointments and we DID confirm our appointments. The woman on the phone identified herself as "one of the managers" no name, talked over me, talked down to me and was very dismissive. She would not listen to me or allow me to make my point. I told her we WOULD be at our scheduled appointments on time and expected to be seen on time.
When we got to the store (early), I asked to speak to the manager, and I recognized her voice. Again she was rude, condescending, talking over me and not allowing me to have my say. I told her that it was completely unprofessional to cancel an appointment after confirming, and giving us another time/day without regard to our own schedules. She just kept talking over me, which made me even more angry than I already was. I told her that I respected her time by being on time, and I resented that she was not respecting my time, and that she was being so rude. She continued her dismissive tone. She told me that the doctor was actually the one who required the cancelation because she drives many miles to get to this location. I have no idea what that had to do with our appointment being canceled, or why I deserved her rude behavior. I spoke with the doctor privately, and she said she required no such thing. This woman who "said" she was the manager, was the ONLY person there without a nametag. She never gave me her name. I told her that she could have just listened to me, and apologized for what was clearly the mistake of the girl who confirmed. Dripping with sarcasm, she says, "I'm sorry.....I'm sorry....I'm sorry," and she walks off. We were seen, and we did get our prescriptions. But, I do not want to go back to that store EVER. Before I became a doctor, I had several sales jobs to pay for school. I was trained over and over that you always treat your customers with consideration. When they are upset, allow them to talk, and then try your best to meet their request. I got none of this from this person. She has no business being anywhere near sales or customer service because she clearly has no control of her voice. Added to this, while I was waiting to see the doctor, another older gentleman came in requesting his glasses. He said he was told that the store would call when his glasses were ready, but it had been over a month and he had received no call. This "manager" woman apologized profusely to him.
This is no way to treat people who you want continued business from. I do not feel like I will ever come back to the Victorville LensCrafters store. My son used to work for LensCrafters in San Diego and I KNOW that LensCrafters has high expectations for their employees. This woman definitely needs more training in being a courteous and considerate sales manager.

Jul

Posted by Gerri

7/1/21 2:58PM

Warwick RI Warwick Mall Store

Not happy with the service given to my daughter. Frame prices were double what other places charge for the exact same frame. They don't offer price match either. Never again will I purchase from LensCrafters.

May

Posted by jim

5/3/21 9:44AM

After the inept encounter at the store on the daniel webster hway in nashua nh i could not ever shop or endorse your buisiness ever nothing better than making the disabled feel worse than they already do goodjob!

Apr

Posted by Judith

4/14/21 10:48AM

I have been calling for two days only to be told they were too busy to assist me with ordering contact lenses and I would have to wait for an associate to call me back.

Feb

Posted by Anonymous

2/11/21 7:01AM

I recently bought glasses from the LensCrafters in traverse city Michigan.
I was charged almost $400 with my eye Med insurance then later received my explanation of benefits from eye Med and showing I should only be charged $185.
LensCrafters said they were not going to refund the difference.
I'm not a happy customer

Oct

Posted by Anonymous

10/7/20 4:00PM

To CEO:
The service at your LensCrafters store located at 630 Old Country Road in Garden City, NY has been less than satisfactory. I ordered my glasses on September 9, 2020, I was informed by the young lady that assisted me ( Ashlee) that they would ready In 10 to 14 days, well needless to say it has been 4 weeks and no glasses. When I visited the store after numerous call that they were waiting for the lab, I got excuse after excuse, after speaking to one of the managers Nicole, she assured me that thre glasses were probably int transit, but that she was going to place another order and she was putting a rush, well that was 2 weeks ago, and no call and no glasses. When you call the store , they put you hold and hang the phone. This is not the service I expected from a company like LensCrafters, could you please look into this matter, and me a call with an update . Sincerely Mrs. Nieves.

Oct

Posted by Dissatisfied

10/6/20 12:09PM

Haywood Mall, Greenville, SC
Ordering glasses:
The manager added fees without consent for a 1 year warranty. I had to request that be removed and reimbursed.
Today, I go into the store to pick up my daughters glasses, and the female staff wanted my daughters old pair in exchange!!!
I asked why....
She said EEP was written on her order.
I had to ask 3 times what that stood for. I was not informed of this
during the process of ordering, and feel I can not trust this store and the staff.
I flat out told her I was not exchanging my daughters glasses, we paid for them and they are ours!
She was snarky and rude....
I'm glad I didn't order my eyewear, LensCrafters has lost our business.
Taking advantage of charging hidden fees, manipulating so as you don't see a print out or explanation of their ridiculous add ons is unprofessional, and criminal intent.
This store needs investigated for its deceitful practices.

Sep

Posted by Anonymous

9/6/20 4:25AM

I am really disappointed with the service and I have never been disappointed and angry at the same time and the response to the customer is below unacceptable with the robo email technically doing the repeat mode is not what I signed up for until I reach the correct person to address the unprofessional rude racist service I received this will not just go away

Sep

Posted by Dar C

9/1/20 2:41PM

My husband and I had an appointment July 7 for eye exam. We both picked out glasses and paid for them they said would recieve them in two weeks. Well I got mine and my husband is still waiting for his it's been 2 months now. Trying to be patient. I would appreciate a reason on why we haven't gotten them yet. Somebody better do something. We call and go to the store. It is the one in Monroeville.

Aug

Posted by Sorry went to LC

8/11/20 5:27AM

So I had to get new lenses a little over two months ago because I the 500 glasses I purchased didn't work right. When Covid happened my new lenses became scratched from falling off while wearing a mask. I had a sewer back up and had to move out the house I was living at and they became scratched to the point that it's dangerous to drive. When I called Lenscrafters at Southpark Mall in Charlotte NC the women said she could give me new lenses with a 20% discount at a price $420.00!!! With Covid and them getting almost 900 from me over the past year NO THANKS!!! When times are tough financially for everyone and the fear of Covid-19 here Lens Crafters is all about taking advantage of people an charging exorbitant prices. Pathetic!!! I will NEVER BUY ANYTHING FROM LENS CRAFTERS AGAIN!! Shame on you!!! I'm complaining and letting everyone I know what happened

Jul

Posted by You’re losing my business

7/31/20 10:17AM

After being a loyal Customer of Lens Crafter for many years they have shown me they care NOTHING about my loyalty or retaining my business. Not only that there is no way to even speak with a representative to try and resolve the issue. The store manager is no help and gives the most ridiculous reasons why my glasses have failed for the third time with the pass year. So why should I continue to invest my money and time with a company that refuses to honor its commitment to quality and service. If there is anyone hiding in their office that wants to try and keep my business please give me a call or email me a number I can call you.

Jul

Posted by Bernadette

7/29/20 10:25AM

This location is the worse place ever!!! I order new glasses and they ordered READERS!!! That was not what I ordered. Then they had the nerve to want me to pay an additional $20 to fix their mistake. HORRIBLE PLACE!!! I would and will never shop them again in life!!! Writing about the San Tan Village Location in Gilbert, AZ.

Jul

Posted by Anonymous

7/23/20 9:32PM

Totowa New Jersey store .

N.J. is a mask everywhere mandated state !!!!!!

Your store ......Allowing customers to wear masks below nose and then allow customer to take masks completely off their face when trying on glasses by the walls .

I asked employee to ask said customer to wear mask properly . Employee told me people do it all the time . Seems they are all afraid to enforce New Jersey mandates !!!!!

I then had an altercation with the customer and of course your management didn't care .. then customers sat at the Ordering ... with manager ... with nose exposed .. how can a manager allow this to happen in a state where masks are mandated everywhere ?!?!?!
I am reporting this store to the proper state authorities..I hope you receive a situation ...!! A your store lost one thousand dollars today . My husband and I would have bought very nice frames with progressive lenses ...

Shame on this store !!!!!!!!!

Jun

Posted by Cmc

6/2/20 12:11PM

I have twice been told to input my eye glass order number so that I could get my order from March 6,2020 delivered. Twice went through the entire process still no glasses, no explanation, and no customer service from the corporate office. This is totally unacceptable service. My glasses were over $400. I am now being forced to order new ones from another company. Good bye LensCrafters, after 26 years and four kids with yearly glass lens prescriptions you lost a whale.

May

Posted by WANT A REFUND

5/15/20 10:44AM

Same Thing I Purchased Glasses On March 13. Noone Can Help Glasses Up In Smoke And Im Out Over $300 I Have Emailed Done A Survey Monkey Chatted Made Many Many Phone Calls Called Cust Service W/ The Store Closed They Are At A Loss I Mean There Has To Be A Way To Figure This Out.

Apr

Posted by Needmyglasses

4/7/20 8:12AM

I purchased a pair of glasses on March 14 2020. I have not received them. No one can tell me when. Customer Service has no idea what I should do. They say they sent a email and that has had no results at all. I understand what is going on in the world today and with our country. I have tried to be patient however I can't see a end to the problem at hand. Surely there was a plan in place for this. You took my money I want my glasses. Would someone pass this on to someone in a management position so they can contact me.

Mar

Posted by Anonymous Disgusted

3/20/20 9:45AM

In this time of crisis, I am baffled that such a large corporate company has thought very little of their employees and their families! The Michigan offices still have employees working and I'm disgusted! As a client of lens crafters I couldn't fathom the fact of being in such close proximity to them at this time as I would expect they have the fear of the same to clients. This is a time to come together and have understanding for the situation that is going on and all practice safe measures to keep not only ourselves healthy but our families at home as well! Quit being selfish for your company's monetary needs and think of your dedicated employees and their health and safety!

Jan

Posted by Anonymous

1/25/20 8:26AM

Been a customer at the 4319 E Colonial Drive Orlando, Fl. The bathrooms are in need of updating and the carpet is terrible. I cant stay due to my allergies.

Jan

Posted by Anonymous

1/10/20 2:17PM

Was double charged January 2 of this year. Have yet to see the refund

May

Posted by Anonymous

5/7/18 4:04PM

purchased glasses on 4/6 the sales person talked me into a second pair which i made into sunglasses, was very helpful also was told by doing this i would get 12 months free fiancé. got my first bill had only 6 months free fianice,called cr co they said i had to call lenz crafter i did hey said i need to come in they would cr and re ring it up ,did that ,but they couldn't re ring it had to wait 3 days but was told i could put it in care cr which is same bank did that but found out they don't do 12 months free fiancé had t return that and put it back on lenz cr acct my problem is they never gave me full cr the first time on lenz cr acct so i'm paying twice for my sunglasses and seems like no one can get this fixed.my fist bill was for $981.98 only got a cr for $668.94 was billed the second time on lenz cr for $961.94. i made 4 trips to lenz crafters to get this fixed and all i get is no help and the cr co tells me it will take up to 60 days to infestigate the matter when clearly the receipt is showing only $668.94 cr to lenz crafters acct why can't they just refund the sunglasses and be done with it .this is so frustrating and i shouldn't have to keep running to the store the glasses were purchased in the greenfield store , Milwaukee wi

Jan

Posted by Anonymous

1/5/18 12:51PM

I would like to know how I could get SVS eye insurance as a preferred provider instead of an out of network provider. This insurance is provided by the UAW

Nov

Posted by Suzanne

11/27/17 12:50PM

I wanted to praise one of your associates who works at the Lenox Mall location #0252 in Atlanta GA. Raven. She is fantastic. Probably one of the best associates I have ever encountered in retail! She knows the eye business, makes complex insurance easily understood and has a fabulous personality. I drive a further distance just to have her take care of my eyeglass needs. I am in the retail business (HR) and it is difficult to retain talent. You have a real gem with Raven!

Jul

Posted by gaucho

7/5/17 9:19PM

This visit to LensCrafters was my eleventh visit because of many problem starting from mid 2015 to July 5,2017. I have been purchasing lens and frame from LensCrafters for over twenty years from my wife and my self. This last purchase has been a disaster. One lens has a high correction and the other a low correction. The lens wwith the high correction is very thick and pops out almost every three weeks or four weeks. Both the left and right lens were also heavily scratched. I brought the scratches to the attention of LensCrafters tech and he showed me that the problem was that the temples were too short for the frame I had purchased. The short temple ends were rubbing the lens and were causing the the scratches. I asked him is there anything he could do had he suggested I get a thicker carrying case. This eleventh time, the frame broke while I was taking the glasses from the carrying case. My wife and I went to LensCrafter where the Manager Ms Blanca Ruiz said because I did not purchase insurance, she could not do anything. Finally she said I could purchase a new frame and glasses for the 40% on lens when I bought the frame or 30 % off both. Although we had been a customer for over 20 years and had purchased over $1000 in 2015 when I got my two glass and my wife got her sun glasses Ms Ruiz kept repeating that since I did not purchase insurance, she could not help.. She even suggested I could try elsewhere. I had to do a lot of talking to get her to agree to ask Corp if they could come up with a better solution. LensCrafters used to have good products and they lasted. The quality was there and we never had to purchase insurance. Now, Ms Ruiz and her associates indicated that the LensCrafters warranty was 30 days and then you needed insurance if you had a problem. I took that to mean, you no longer care to have a quality products and are making up the difference by selling insurance. Your lack of interest in helping a long terms customer shows me that loyalty to a company is not longer appreciated. I may take her advice about where I purchase my next glasses.

Mar

Posted by ON HOLD

3/23/17 12:39PM

Don't bother trying to get a hold of a person at thier HQ. All you get is an answering machine and stay on hold for ever. After that they came on and said "we're sorry you're having difficulties, GOODBYE". WTF is this a way to run a large scale corporation ???? No it is not

Feb

Posted by Happy Traveler!

2/20/17 8:48AM

We had the most amazing experience at LensCrafters in St. Augustine, Florida. My wife, my granddaughter, and I were at the World of Golf Resort in St. Augustine when a hinge broke on her glasses. My granddaughter can barely see without her glasses, and we were in a panic! Judy met us at the door, instantly recognized the problem, and Jamie happened to be there that day from the regional office and took over. Soon the entire team was searching for a suitable frame for our granddaughter's strong lenses. After a lot of searching and fitting, they found the perfect frames, and still cute for a 9 year old girl, and much more sturdy than her old ones.

Heartfelt thanks to the entire team at St. Augustine LensCrafters!

Aug

Posted by Complaint

8/17/16 9:16AM

On July 4, 2016, I visited your local office(Lens crafters in Anderson, S ) because I failed my eye exam when I went to get a Driver's License at SC DMV. I was informed at your location there that I would have to pay for the exam which I did with cash - $120. and the receipt showed two items, a Routine eye exam new pt. for $84, and Optomap Retina Photos for $36. for a total of $120. The printed receipt I received showed "Payment Applied by Cash at Anderson Eye Associates" with a balance due as $0.00. August the 15th, I got a notice from Tricare for Life that indicated this office had filed a claim to both Medicare and Tricare for reimbursement that was paid by them.

I went to your office the 16th of august and reported this and the secretary/receptionist or whoever said that they returned the cash to me per a memo. I did not get or sign any receipt for the $120. that they said they refunded me nor did they provide me a copy of this memo from their office. They printed copies of what they indicated were on file as of the 15th of August. One indicated a credit memo with the same info basically as above but indicated it was a CREDIT MEMO for the Eye Exam and a credit memo in the description on the statement at the bottom it showed "NO PAYMENT NECESSARY". The second statement (dated 8/15) showed the same info as on original receipt but failed to show the cash payment I made.

Since these claims were submitted to my insurance providers after I had already paid them, they were submitted as fraudulent claims to both MEDICARE and TRICARE. I do nor remember signing any authorization for them to file claims from my insurance. It appears that there was a theft within this office that someone tried to cover-up by filing claims against my insurance providers because I had earlier had cataract surgery in March when I resided in Al.

I do not want to cause anyone any trouble, but I do want to have these claims against my insurance reversed. I am not even concerned about what I had to pay out for this visit on the 4th of July because I knew I would have to pay for the visit.

I submitted a fraudulent claim report to customer help on 16 Aug

Aug

Posted by Anonymous

8/15/16 12:18PM

Bought glasses, waited a week for the lens. When picked up the focal point of the lens were over 1/2" from center in my left eye. Salisbury md lab tech scoped the lens told me that it was correct.
I worked in an eye lab for years grinding lens, I know what the problem was.
Then a call to Lens Crafter corp office I get to hang on line with recordings for ever. No more lens crafters for my family

Jul

Posted by Anonymous

7/9/16 2:11PM

Your Livingston, NJ store gives the worst customer service. My money was taken upfront for a change of the left lense for my glasses that had been damaged by my dog. An African American gentlemen waited on me and got angry because he could not get the measurements. Why weren't these measurements stored in my file? Subsequently, I was told to come back at 1:30 p.m. at which time the lense would be ready. At 1:30 p.m. the lense was not only not ready but the tech stated he would need more time because he was not ready yet. Since I had another appointment we agreed that I would stop back after my other appointment. When I came back to pick it up, I was grufly told to sit over there as we have to wait on these customers first, you should have made an appointment, etc., and "only we can wait on you." Another person tried to help but was unable because they could not find the lense. The gentlemen who was supposed to be making the lense wandered around emptying baskets and no one did anything. Finally, a young man waited on me and was able to find the lense but he neglected to tighten the ear pieces. I asked if this could be done and he grugingly did it.

I have bought three pair of glasses from this store. All were not fitted incorrectly, including the above. My doctor even commented about the poor fitting and sent me back to have them fitted correctly. Of course, they were not corrected. Finally, today, someone fitted one pair properly.

Why is there so much trouble getting customer service in this store?? I paid upfront and all your people did was give me a hard time. Why???

Jun

Posted by Anonymous

6/24/16 12:25PM

It's been 2 months and I still didn't get my glasses yet. I posted my comments since June 1st and now it's June 24th and I'm still waiting for my glasses. I get the same excuse all the time. this is the 5th time they are sending it back. I just don't understand how the upper management does not get involved! or they just don't care!!!!

Jun

Posted by Anonymous

6/1/16 10:05AM

I never had any problems with Lens Crafters since I went to Rt.22 Springfield, NJ office. I used the optometrist inside the store and got my eyes checked last April 26,2016. After a few days I got a call from the store that my glasses didn't pass the inspection due to the lenses so it will take a few more days. They were very apologetic at first, then week 2 and wk 3 came, still not ready. The second problem was the frame broke and it needs to be replaced. Finally, a month later I picked up my glasses and when I tried it on at work, I couldn't see. I had to go back again to the store and find out what the problem was, they put in the wrong prescription. Now the blaming game starts. The manager Carolyn Tobias tried to blamed the Dr.'s office first and then the Lab where my glasses came from. I asked her if they can put a rush since I've been waiting for it for a month and she just brushed me off and said she needs to speak to someone first and she won't be able to tell me when the glasses will be ready. I guess with all the problems I had there, she wasn't happy, also with the "survey" I filled out. I think as a manager of a store, which she is, she should have a better attitude. She did not even apologize for the situation, I guess she figured it wasn't her fault. I know whenever I get my glasses back if ever, I will not go back to that store and I will also let people know not to go there. I normally don't make complaints or comments but this is unacceptable!!

Apr

Posted by MAD AS HELL

4/4/16 12:50PM

I Am Very Displeased With You Location In Pearland Shooping Center. I Was There On Saturday About 1pm. First Sign That I Should Have Left Was The First Thing The Asked For Was For My Insurance Info. I Was Then Given A Basket And Told To Look Around And If I Find Somthing Put It In The Basket And We Will Try Them On. She Stayed W Me About 5 Minutes And Then Went Bk To See If My Insurance Loaded. She Was More Concern About My Insurance Carrier Verses That Satification Of The Custmer. Did Her Sell Pitch. I Paid Was Advised Glasses Will Be In On Sunday About 4pm. Advised That I Would Receive A Text Message And Call. I Called In Late For Work Assuming That My Glasses Were In. I Called About 4:30 To Inquire About The Glasses. Someone Advised Me That She Would Have To Do More Reach And Call Me Back.
Here Is 2pm Monday And Still No Call. Called The Store Back And Requested To Speak W A Manager Spk W Julie Who Got On The Line Apolized And She Let Her Take My Name And Number And She Wl Call Me Bk. I Advised Her No I Was Not Going To Hang Up I Gave Your Store The Benefit Of The Doubt That You Would Do What You Promised Your Customer. She Came Bk And Said That No Glasses Are Still Not In...there Was A Large Number Of Orders That Was Sent Over And Glasses Should Be Delivered By 4pm Tomorrow Or Will Call You After 6pm. I Requested A Phone Call No Later Than 430 Advising Me That My Glasses Are In.
I Came To You Facility Because I Was Assured That My Glasses Would Be Ready The Next Day. I Am A Driver Who Needed Her Glasses Asap Just A Promised.

If Someone Would Have Taken The Time To Call Me Back And Advise That The Glasses Were Not Going To Come In On Saturday Or Ever To Let Me Know That There Maybe A Delay.

Bad Customer Service It Is Not Always About The Might Dollar.

Oct

Posted by Anonymous

10/3/15 4:26PM

Went to lens Crafters from day one I told them im having problems with my distance they redid the lens gave me a wrong prescription twice with alot of other issues this was in June 2015 up until today October 2015 they never got it right and have the nerve to tell me they can't do anything for me only if I get a second opinion somewhere else

Aug

Posted by Old Man Blue

8/14/15 5:58AM

To whom it may concern,
I have been using Lens Crafters for over 20 yrs. and have been pretty much content with your stores, but this year I went to Lens Crafters and turned in my RX and ordered 2 pair of glasses. One pair everday use and One pair Safety glasses, because have to have them for work.Got my everday pair in 5 days, which was what I was told. I have been waiting for 3 weeks and still no safety glasses. It is hard working in one RX and wearing a different RX. Will be having my safety glasses done elsewhere.

Jun

Posted by dboybear

6/17/15 5:19PM

I went to Lenscrafters at "Shops at Wiregrass" Wesley Chapel/New Tampa Florida location. The eye exam was fine, no complaints. I looked through the frames afterward. Found the low end price range fine for my needs. Went up to the counter and was told someone will be with you as soon as someone gets free. I looked over at the one guy who had no customers, and then looked at the woman who told me no one was free. She said to Andrew the General Manager "can you help him" he turned to his computer and said to her "I got to get this done". He obviously seen me in the low end frames, as I was patiently walking back over to the frames. He got up and said "Sorry, I had to finish that". I replied "Sorry for bothering you". To make a long story less long, he told me they couldn't do my frames today because of my prescription. When I questioned that, he said let me talk to the guys in the lab. He came back and said that they could do it but it would take 3 hours and 'HAD' to use polarizing lenses.I don't want polarizing lenses, that was the only way we could do it. He also told me "on the first pair you pay for the frames and get the lenses 40% off, and on the second pair you get 40% off the frames and the lenses" I said how much is this going to cost. $193 on first pair and $198 on second pair [with 40% off frames and lenses. I questioned why are the second pair more. The Polarizing Lenses [that Andrew said I had to have]. After taking my prescription and leaving I called customer service and talked to Renee. She talked to Andrew and now, magically it is possible to get regular sun glass lens in those frames [That I wanted to begin with]. I was lied to by Andrew the GENERAL MANAGER at LENSCRAFTERS at the "Shops at Wiregrass" WESLEY CHAPEL/ NEW TAMPA FLORIDA to get more money out of me than I wanted to pay [either to meet a quota or more commission bonus]. I'm sure I'm not the only one this LENSCRAFTERS have done this to. Shame on him and shame on CORPORATE LENSCRAFTERS if they allow this to continue!

May

Posted by Anonymous

5/19/15 3:26AM

I have been a patient of Dr. Shonfeld's at the Southland office for many years. In the past few months, I kept being told that I would have to see another Dr since Dr Shonfeld couldn't see me on the days I was available to come in. Recently I walked into Cleveland Vision Center to see about setting up an appointment, and curiously I saw Dr Shonfeld working for them. Why hasn't anyone told me that Dr Shonfeld had left or was splitting hours with another office up to this point?

May

Posted by Glassless

5/18/15 1:05PM

I have ordered 2 pair of glasses and haven't received 1 pair. The first pair didn't get here from Augusta. And the second pair was taken by another person working in the same store. I called and told the person the frames i wanted and the ball was dropped from that point on.

Apr

Posted by True Hijabi

4/30/15 12:09PM

Let's start the story off by saying if you purchase anything with your Benefit spending care card make sure you want it because LensCrafters will never refund your money. I purchased several pairs of glasses in Feb and returned 1 pair within the 30 days I have yet to receive my funds back to my card. I have been a loyal customer but I will not be returning back to them again. I'm not sure about you but $490.09 for a pair of sunshades is expensive and to just purchase something I don't have is disheartening.

Apr

Posted by Reb1963

4/19/15 7:51PM

The most racist store I have ever been near. I was at the Richmond mall and was detained by the Richmond heights police because I was identified by two employees as shoplifting sunglasses from their store. I told the officers that I had not even been to the store. LensCrafters refused to offer an apology. I will never shop at that store ever again. The police had nothing on me because I did not enter the store much less shoplift.

Apr

Posted by Lynn

4/14/15 12:57PM

I went into the Lenscrafters in Las Vegas on Lake Mead on Feb 18,2015. I had my eye exam and selected my frames. Since I needed anti glare added to my lenses I was told they would be sent out and I would get them in about 2 weeks. 3 weeks go by and I call the store. I'm told the glasses are in bur they were flawed and are being reordered. I was told I could take them and wear them since the flaw was near the nose piece and not in my field of vision. The man that gave them to me was Shazad. He claimed they were very busy and gave them to me. I put them on and they just didn't feel right. He didn't not offer to adjust them at all. I left and quickly realized something was wrong. Before I got home I switched them out for my old pair. I went back a few days later and spoke to a very nice girl named Kylee who explained what was wrong with them. First the bifocal was not line up right. The so called flaws ( turned out there were 2) were cracked lenses where someone had used their thumbs the push the lenses into the frames leaving prints and cracking the lenses. She went to investigate where my new lenses were to discover they had come in but without prism. I was told it would be just another few days. In total it took 52 days to get my glasses. I went back in to pick them up and once again they are scratched/flawed in the same place as the first ones. I spoke to the manager Carole about it and I asked her why should I give you another chance to mess them up. I was given a full refund but I will not go to or recommend Lenscrafters to anyone. I have been going to Lenacrafters for years and never experienced such poor customer service.

Mar

Posted by Lunarstruck

3/26/15 6:28PM

Lenscrafters Tyler Mall in Riverside,CA scratched my lenses badly and the manager was rude and tried to grab my purse when he learned I was recording his rudeness. The main office agreed to replace the lenses but lied and did not. I still can't see or afford new lenses, shame on you, Lenscrafters and beware everyone - shop elsewhere bc they don't fix their own mistakes.

Mar

Posted by paycloseattention

3/17/15 4:24AM

I am severely disappointed with Lenscrafters and the General Manager Christina Bashara at your Arcadia Office in Ca. Not only where the Lenses messed up when the manager personally brought them to my husband at an impromptu dinner after hours... he had to go to another one and spend more time and $ to have them fixed.

Mar

Posted by Fed up with liars

3/5/15 12:54PM

After several months of dealing with eye issues due to my M S I was told by the MS society that LensCrafters offers free glasses if you can provide the exam. I was so grateful to hear this and was willing to get a new exam as I needed it. After several calls to Lisa I still have no appt and no glasses. All I got was they would have someone call me. Never happened. Great program if it worked . Going elsewhere as the aggravation isn't worth it.

Feb

Posted by DISSAPPOINTED IN HYDE PARK, MA

2/23/15 7:05AM

I wish I had read the reviews before I started going to Lenscrafters in Dedham, Ma. It has been one bad experience after the other. First I purchased a pair of shades and the prescription was put in upside down. They thought it was a joke and everyone laugh. Went back again to have my prescription glasses done and the optician entered the wrong prescription in the computer and of course I could not see with my glasses on. Went back they fix them supposedly. I was having problems adjusting to my glasses and after eight months I decided to go back to my Optometrist. My optometrist told me they had not put the entire reading prescription on my glasses. Of course I went back and spoke to a female employee who had a stone flat effect face with me. She did not showed any symphaty that she even really care about it of course I am not caucasian. She looked like she could care less if I was happy or not with their service. I was not happy with her response she was trying to tell me they did everything correctly when in fact my optometrist who has much more experience than her told me the opposite. Two days later I made an appointment to see the manager who was very pleasant but I did not think he knew what he was talking about. He didn't even bother to double check the prescription on my glasses. Of course I left extremely dissapointed because I would have to pay for a new pair of glasses and could not afford it. The same day I bring one of my girls glasses to be replaced and they had to get them from another store. When my daughter went to pick up the glasses the next day they could not find them. Needles to say they have to wait almost an hour for the glasses that were supposedly done the day before.
In conclusion I left the store and told him I was never coming back and this was for all three of us. He then said Ok. No apologies. I told him the staff was very inexperience and left. I will not recommend Lenscrafters at all.

Feb

Posted by Mary Ainsworth, Houston, TX

2/16/15 7:04AM

LensCrafters' service is absolutely THE WORST. Wish I'd read reviews before wasting my time & $$.

Feb

Posted by anonymous

2/7/15 6:01PM

I went to the Lenscrafters at Lakeshore Mall in Gaineville Ga. And the service was awful but only towards certain people. I noticed when someone of color came in they would act as if they didn't see them. I waited a few before i came to this decesion. Because i thought it was just me. I came in and nothing was said no hello can we help nothing a couple came in behind me and immediately they asked how may we help you yes they were white so i left i went back because they do glasses in a hour and no one elese did so i walk in and again nothing so i made myself noticed there was three men and one lady she helped me i explained to her what happened and she said she would give me corp. number(1 and as she proceed to help me other people of color came in and she even noticed the reps avoiding and ignoring the customers and she said to me at first i dint know what you were speaking on but now I see. I said im going to record it she said to me i would and report it. But I told her yall are suppose to work as a team so I think you are just to blame as they are because you see it but you're doing nothing about it either.it's a shame!As I looked for the corporate office information site this comes up and I see that this is a trend of bad service wish I would had looked before.

Feb

Posted by Anonymous

2/4/15 2:27PM

i've been trying to find the cat's eye frames everywhere i understand that you can't order them online but when i called your customer service number and asked theycould help me find them at one of their stores they did tell me which stores had the ones i liked but they kept telling me which stores have them. 2 days ago your lenscrafters store in fort gratiot michigan had them. but when i called them today at that store i was told that the person i had spoken to didn't exist today I was told that i would hear from the store that had them that they would ship them to your twelve oaks mall store. That never happened. Now I was told they had them at your traverse city store. I spoke to someone at the twelve oaks store and they said that they would call those stores later because they were busy which is fine because that store can get busy. what is wrong with your company don't you want your stores to have good reviews? all I know is that something isn't right.

Jan

Posted by Frustrated

1/16/15 1:40PM

I had my eye exam at the Mac Arthur location in Norfolk Va. I went next door to the Lens Crafters to get my glasses and the Representative was so rude and unprofessional that I just left. I started to go to the Pearle Vision in the same mall but, I thaught that I would at least give Lens Crafters another chance. I traveled 20 minutes out of my area to go to the Greenbrier location. Wow, No diffrence!!!! Customer Service was awful. I finally ordered my glasses. It took 10 days to arrive just for them to tell me the lens was scratched. So, I had to use a loaner pair. Receive another call 7 days later saying the lab is backed up and it will be another 10 days before my lenses arrive. I paid a lot of money for my glasses. I could have taken my business elsewhere!!! My Husband and son have prescriptions also. But guess what? We wont be going back to any Lens Crafters Locations. Worse experience ever!!!!!

Jan

Posted by Joe Stout

1/13/15 7:44AM

The LensCrafters store in Northpark Dallas, Texas shopping mall quoted me a price of $279.00 to create a non prescription lens to replace a prescription lens in a in my current pair of glasses. Since I am having cataract surgery in one eye I did not need another complete pair of glasses. You can rest assured I will not be shopping at Any LensCrafters stores in the future.

Joe Stout

Jan

Posted by Anonymous

1/5/15 5:03PM

I went to lenscrafters in Bristol Ct. in April 2014. I purchased a pair of glasses. Bought the protection plan. In December I brought my glasses in because the lens is cracking in many places. They told me I had to pay $25 to replace the lenses. The glasses are not even a year old. I only wear them when watching TV. They told me is was not their problem. I have worn glasses and contacts for many years. And I have never had lenses crack. I had the glasses adjusted a couple of times but the frame never stayed straight. I was told from the person who did the frames and lenses, that it was my fault that they had cracked. They were rude and not very helpful. Upon reading other comments, it seems to me, that your employees need more training on customer service and how to do their jobs right. I worked in retail for 31 years and customers are number one priority. I would like feed back on this. I do not feel I should have to pay to replace my lenses, when it is obviously poor workmanship.

Dec

Posted by Rachelle Foster

12/24/14 7:32AM

I am very dissapointed in the service at the Lenscrafters at the Shadow Lake store in Omaha Nebraska. First I went in and ordered both regular glasses and sunglasses. When they called me a couple weeks later to come get them they had only ordered the regular glasses. I waited another month to receive the Sunglasses. Then I purchased the protection plan on both pairs under the assumption that whether or not i needed another pair within a year i could purchase the exact glasses for a co payment of $25 each but was not under the impression I HAD to return the current glasses. Where I take part of the blame on that is that I should have read the agreement in full rather than take the employees word for it. I did order the new glasses on the other hand and when I got the call that they were in the regular glasses were the wrong frames. So I had to wait again which I am still waiting and it's been over two weeks and no word. The final straw was I was at the gym and someone accidentally picked up my glasses and took them. I had no idea if I would get them back and no other pair to fall back on that would work so I was wearing glasses and could barely see to even drive. I called and taked to Meridith (the manager) to see if she could put a rush on my glasses that they had ordered wrong to begin with and she was very rude but said she would call and see but it probably wasn't going to happen. She said she would call first thing the next morning and let me know. Well i STILL have no gotten a return phone call to see if those glasses could be rushed. The good news is i did get my glasses back but the point is the Customer Service i have received was unacceptable and I will NEVER go back to that store again. I would like to think that it was just the people they have working there and not Lenscrafters themselves as I think the quality of my glasses is good. Not sure what i will do next year when i am due for new glasses but i can tell you i won't be going to the Shadow Lake store in Omaha Nebraksa. It's really sad!!!

Dec

Posted by Anonymous

12/8/14 2:44PM

I purchased two pair of frames from Lens Crafters in January of this year. One was a pair of red and black Ralph Lauren and the others were black and orange ray bans. I am 25 years old and I have been wearing eye glasses my entire life so I know about caring for glasses. This was my first and last time purchasing from lens crafters. About 2-3 months ago my glasses seemed to look as if they were dirty but it was like inside the lenses. I took my glasses back to the store I purchased them from and the employee said that the film that is on the lenses was wearing off from me cleaning them with my shirt. paper towel and so forth. I explained to her that I may have wiped my glasses with my shirt once or twice since I have had them from January and that I have taken care of these glasses better then I have ever taken care of any because of how expensive they were. I have purchased glasses from Walmart, Americas best, everywhere and this has NEVER happened to me!!! I have worn all different types of glasses and this by far has been my worse experience. The public aid glasses I used to have when I was younger when my parents could not afford designer frames held up better then these glasses. I am so disappointed and disgusted that my lenses are destroyed. When I went up there to show them what had happened they told me the only thing they could do for me is 30% off some new lenses. I refuse to ever purchase again from Lenscrafters and I have made sure to let my District know that our employees know also. I have also let my friends and family know also

Dec

Posted by Anonymous

12/1/14 3:00PM

I went to LensCrafters on Friday 11/28, 14. My appointment
was early, and last about a good 15min.
I am writing because I can't believe LensCrafters don't informed
customer of their payment system of Balance in Full to order
glasses. I need my glasses really band and out of all the
questions they asked before the exam, I was never informed of
LensCrafter polocy of payment in full before glasses could be
order. Why isn't customer Informed of this polocy before using
their Insurance for the exam, etc. I think LensCrafter is a
scam and will never go or recommend them to anyone

Nov

Posted by Anonymous

11/7/14 11:13AM

Lanscrafters in Oakbrook, IL service is the worst. I had to come in few times, before finally they managed to properly cut and install lenses to the frame. And it was still not done correctly, because one lens fell out. And now they are refusing to fix it, saying I need new prescription,

Nov

Posted by Garry

11/6/14 2:39PM

I have spent 2 years trying to reach Holly the store manager at Rolling Oaks Mall in San Antonio Tx. She returned my call but missed it. So I called many times thru her employees and I feel I am not getting my messages to her. Their are 2 employees that seem not to know what their doing or don't care. I have had my Oakley Buckets adjusted more that I wear them. I dont know if their defective or its the employees. They have made comments like If they adjust them they are not responsible for damage. 5 mins after they adjust them they are out of wack. Lens keep popping out and the frames are twisted as we observed done by the employees.

As of this time I am up for my and my wifes glasses and will not be returning to Lenscrafters unless someone contacts me asap. We are not happy and being in sales we know what that means. A loss of my business and word of mouth as well.

Nov

Posted by Anonymous

11/5/14 5:21PM

I was very disappointed in the service I received this time around with my glasses. Usually, I'm able to get my glasses same day, but the gal told me I had to wait 10 days in order to receive the 'special lenses' from the lab. I waited and waited until the time was up, after hearing that both of my coworkers who carry the same insurance had received the SAME lenses from other companies in under a week, as well as a coworker who had GONE TO lenscrafters and gotten the same lenses had received hers well under a week as well. I'm going on waiting three weeks now, and I still have not gotten my glasses. I've called in multiple times in store to see if they've come in, and the associates have been rude every single time. When I called in at the end of the TWO weeks, the gal told me that my frames that I HAD PICKED OFF OF THE FLOOR were on back order and gave me some stuff about how the lab 'needed to assemble' the entire pair themselves. I will not recommended Lenscrafters to anyone I know, and I won't be going there again. Next time I'll take my chances with Nationwide or Target, because they seem to be way more on the ball about getting these lenses in that lenscrafters does.

Oct

Posted by Dissapointed with the Rude Recep

10/28/14 9:40PM

This comment is regarding:
Lenscrafters Boca Park
740 Rampart Blvd. Suite 6
Las Vegas, NV 89145

Stephanie, one of the doctor's office receptionists, speaks poorly about customers behind their backs in the presence of other customers. I had enough when I heard her getting annoyed with a guest. After the guest left, she rolled her eyes, looked at her coworker, and made fun of the guest out in the open. She made inappropriate comments that other customers could hear. I will not be going back.

Oct

Posted by sandra snow

10/21/14 6:43AM

My husband and I want to recognize Tomi, General Manager of store #2330 at Woodbury Commons in Central Valley NY.

She is very professional, extremely knowledgeable, and a pleasure to do business with. She is a fantastic salesperson and amply delivered the promise of customer satisfaction.

She is an exemplary employee and we hope that she is with your company for a longtime.

Oct

Posted by Anonymous

10/20/14 6:35PM

I visited lenscrafters at coastal grand mall in myrtle beach,s.c. I had never visited this one before and it will
be my last. Things cost too much in our world not to find another optometrist shop that understands how important P.R.
is in any company. One or two employees can ruin the entire experience.
The woman named Danielle did my tests. She was extremely unfriendly and with a bland personality. She gave the impression that she could care less. It was just the two of us during the time we were together for the tests. But when she came back out front later she improved her manners some. But when we were alone she did not acknowledge at all about 2 different questions that I had asked her. If some bosses in the work place had seen how she treated me when we were alone, she would have been fired or spoken to in no uncertain terms.
When I think of how much it cost, it made me furious.

Oct

Posted by Parvez Siddiqi

10/6/14 11:18AM

I frequently visit the Lens Crafter store on University Drive in Huntsville, Alabama. Greg Scott and his team do a fabulous job. I have never ever been disappointed. They are friendly and always eager to help. I never feel pressured to buy and of course they do adjustments on the frame anytime I have walked in the store. Saturday 10/3/14 I met Brigitte and she assisted in ordering a pair of lenses. I have bought many glasses from Greg and his team and will do so in the future. Thank you.

Sep

Posted by Unhappy customer

9/30/14 9:24PM

On September 23,2014 I had an eye exam that included having my eyes dilated and purchased Tiffany sunglasses. I tried them on later that afternoon when I went back to pick them up everything seemed to be fine. The next day when my vision was cleared, I was looking at them and seen some defects in the lenses. I live 60 miles away so the next available time for me was yesterday September 29,2014. I called before we left telling them about the defect in the lenses. They told me no problem they would fix them while we were in town. Well we got there the technician was so unprofessional, first I told him about the sunglasses and the first thing that came out of his mouth was "did you buy them here" duh yes I just got them last week. So then I asked if he wanted to see the receipt placed it very firmly on the desk. He went back to the lab area came back and wanted my phone number gave it to him and asked how long would it be for them to fix them. He quickly replied that the machine was down so they couldn't fix them while I was in town. If I known that I would not have made a special trip to Jacksonville.I was not told that when I called earlier. I think his name was Nico every time I asked him a question the look on his face was like a deer caught in the headlights... So I asked him could I take them to another location and his reply was whatever... This location is on Third St. Jacksonville, Fl. So very unhappy with the service and attitude I will never go to that location again ever!!! So I went to store located at St. Johns Town Center Jacksonville, Fl. When I walked in greeted right away told them what had happen at the previous store and they took care of me on the spot. They had corrected my sunglasses within 15 minutes. I will come to St. Johns location from now on.. Great customer service there!!! So I urge you to take a look at the location on Third St and hire new technicians there who knows exactly what they are doing and train them in proper customer service...

Sep

Posted by Unsatisfied loyal customer

9/29/14 2:18PM

The WORST CUSTOMER SERVICE. I ordered a pair of Polo frames and they sent lenses instead because the rep wasn't speaking to her Co worker at the same time. It's been close to 2 months and they are incompetent in the lens craters in Cedar Hill, Texas. I definitely would not do business, you think they would appreciate you as a customer after spending over $500. Their management is the worst as well since they promise to call you back multiple times and don't do it. I'm a patient person, but 2 months waiting and going up there in person is getting ridiculous, it is stressful now and they have lost a valuable customer that's for sure.

Sep

Posted by DesertSkyLovers

9/28/14 12:32PM

Update: I just learned in a LensCrafters online chat that the President of LensCrafters is Eric Anderson and NOT Eric Johnson as the snotty and rude female at the local LensCrafters store advised me and I was given to contact LensCrafters Corporate.

Sep

Posted by DesertSkyLovers

9/28/14 12:02PM

On Saturday, I received a call on my cell phone from a male associate of LensCrafters @ 12:21 PM to inform me that my glasses were in. I asked if they were open tomorrow (Sunday) and he said yes. I asked for the store hours for tomorrow and he said 10:00 to 6:00. I said I would be in tomorrow morning. I arrived at LensCrafters on Sunday @ 10:30 AM, the mall was open but LensCrafters was not (both doors locked). I saw people inside ignoring me so I used my cell phone and called the store. The store hours over the phone also said Sundays 10:00 to 6:00. When the snotty and rude female finally answered the phone, she said they don't open until 11:00. After having to wait until the store finally opened, the male associate who retrieved my new glasses (after I had to tell him 3 times my last name) didn't even bother to put the glasses in a bag. I told the male associate that this was the last pair of glasses I will EVER buy at LensCrafters. After requesting the CEO's name and address, the snotty and rude female associate advised me that Eric Johnson was the CEO of LensCrafters (I will have to confirm this tomorrow when I contact LensCrafters Corporate Office @ 4000 Luxottica Place, Mason, Ohio 45040; Phone: 513-765-6000 and Fax: 513-765-6249). Then the hard of hearing (sarcastic) male associate who retrieved my glasses said Corporate was based in Cincinnati (which I found out online is NOT correct). I don't appreciate being blatantly lied to by the male associate who contacted me on Saturday and I don't appreciate hearing the store hours over the phone yet the store not abiding by its own published store hours. LensCrafters IS NO LONGER AN OPTION FOR ME, THEY NO LONGER EXISTS FOR ME AND THE SAME GOES FOR THE EYE DOCTORS NEXT DOOR!!!

Sep

Posted by Krista

9/27/14 3:41PM

Scheduled an appointment on 9/27/14 and received confirmation via email and text. LOCATION CLOSED.

I scheduled an appointment online on 9/27/14 and received a confirmation via email and text, but when I arrived at the West Covina, Ca location it was closed.

There was no indication online that this location was not open and I was able to book an appointment. Extremely disappointed in LensCrafters.

Sep

Posted by Anonymous

9/26/14 5:11AM

To Whom It May Concern:
I have been going to Lens Crafters for years with my children buying glasses and frames there, but have to say I will never ever go back to another one. I spent an hour in Lens crafters yesterday, and walked out thinking I would receive my glasses in one hour. I wasn't even out of the mall when they called and told me it would not be an hour it would take 10 days. It was a slip up with a new employee. I asked the woman if you had waited on me would this oversight occurred and she replied no, but the one who did wait on me was new. Am I to believe it's a roll of the dice whether you receive good service. If he was in training, someone should have been working with him to give me the service I pay for. And speaking of service I pay for, they sure knew how to take the money out of my bank quickly and now I have to wait till it gets put back, they are saying maybe a few days. They also told me I have to call my insurance company to settle the money they gave lens crafters. Please, all I wanted was new glasses. What happened to the Lens Crafters I used to know....BRING THEM BACK AND I WILL COME BACK!!

Sep

Posted by Sue

9/6/14 2:41PM

I have now had two pair of LensCrafter's glasses that delaminated. The first time this happened after one year I was told it was due to heating the glasses. The second time it happened I was told it was due to hair spray. Finally in talking to the general manager at the store he indicated that it probably was caused by opening the oven with the glasses on. I will never again purchase another pair of Lencrafter's glasses.

Sep

Posted by DILIGENCE

9/4/14 5:32PM

Hello,

I Am Writing To You To Express My Extreme Disappointment And Frustration With The Service I Have Received In One Of Your Stores, I Ordered A Pair Of Glasses That Cost Almost $800. First Time They Were Defective, Frame Was Fried On One Side, Had White Spots Around A Screw. Another Frame Was Ordered, Two Weeks Later I Was Called To Come To The Store And Get Replacement. The Replacement Was No Better, Had Discolorations On The Handle And White Spot Again. No One Cared To Expect The Frames Before A Was Called, Even Though The Quality Was An Issue First Time Aroud. I Had To Take My Time On The Weekend To Travel From Windsor Ontario, To Get To The Store, To Learn It Was Wrong Again. Definitely I Had A Beeter Image Of The Company. But That Is Not All !!!!! Today I Called The Store Manager, And She Had Offered Me $50.00 Discount To Compensate Me For Gas. I Expected Much Better Than This. At This Point I Am Requestin A Full Refund, And An Apology. I Trully Hope The Lesson In Diligence And Customrer Service Should Be Learned. I And My Spouse Have Been Loyal Customers For Many Years, But Not Amy More. I Hope To Hear From You Soon.

Aug

Posted by PJ

8/28/14 1:10PM

UPDATE: Finally I was contacted and they may work with me about this.

Aug

Posted by PJ

8/27/14 12:03PM

It appears they take your money and don't want to know you afterwards. I wish I read all these reviews before I went there. After an eye exam, I went next door to LensCrafter and was sold some type of progressive lenses that I couldn't wear. They said I could try them for 90 days. Within 3 weeks I returned them for a refund which wasn't going to happen. They wanted me to try bi-focals, which I did not want, but again, they said to try them. I had family with me who heard them tell me I could try them. Within a few weeks I wanted to return them as I couldn't walk and certainly not drive wearing them. They said I could NOT return them now. That's not what I was told when I ordered them! Now I have a $450 pair of glasses I can't wear. I wrote to the Main Office in OH and received NO RESPONSE. I wrote to the Manager at the Manchester, CT store and received NO RESPONSE. It looks like I'm going to Small Claims Court over this. It's not right.

Aug

Posted by Lunarstruck

8/22/14 1:23PM

Lenscrafters was HORRIBLE to me and lied to me about replacing frames and lenses they scratched while placing them into new frames. The manager was rude and lied to me. They lied to the BBB about paying for new lenses and frames and left me holding the bag for the costs. They never reimbursed me and then rescinded their offer of repayment, so I could not get new lenses. I am disgusted and disheartened with the way I was treated by this company, BEWARE, they LIE.

Aug

Posted by cb91ke6

8/18/14 6:22PM

I have had a pair of glasses from LensCrafters since Jan of this year. Both lenses cracked outward from the bifocal top line. I was told it is not a defect, and was probably caused by heat. Maybe so, but would that mean that if I wore them in Alabama or somewhere down in the deep South, my lenses would automatically crack? It has not been that hot in Wisconsin this summer. The glasses and the case were never hot to the touch ever. Why would the lenses crack like that unless there was a defect or something wrong in the production of how the bifocals were made? I have had several pairs of glasses over the years and never had an issue like this.

Aug

Posted by cp313

8/9/14 10:22AM

I bought a pair of reading glasses back in April. The store located in NYC on 5th Ave was at one time, where I bought several pairs of glasses. Today it is not managed well and the staff on their game. In fact, the experience I had in this store, continues to be the worst retail experience I have ever encountered.

The sales person helping was having issues from the beginning, helping me select the right pair, then finding my insurance information right through to my purchase. I had a line of credit but she was unable to access it. Finally I used my husbands credit, which after a belabored effort rang up successfully.

I received my bill and realized I was charged twice for this transaction. I contacted the store and I was told they would look into it. After numerous phone calls, each one with sincere apologies and a promise to either credit the account or mail us a check, nothing was ever done.

The manager supposedly had to make several calls to the home office to straighten this out, along with her regional manager. She called us back several times to inform us they were still working on correcting this.

I contacted the store again, only to be told that the manager now had to speak to the regional manager, after 3 weeks ago she called to let us know a check was in the mail.

I asked if it was possible to call him/her? She said that it was not possible but she would have him/her contact me. That was on Wednesday. No word from the regional manager.

Hopefully, there are some interested executives at the home office that can make this happen and credit my account!

Jul

Posted by Disgusted

7/23/14 7:01AM

Their eyeglass lens must be made by a child. They are the cheapest garbage I have ever bought. Cannot keep them clean and they distort vision. There should be a law! I tell everyone to stay away from this rip off business.

Jun

Posted by Anonymous

6/8/14 3:10PM

I purchased 2 pair of glasses in Racine, Wi. I was told they were making my lenses with everything I have had before. Unbeknown to me, they put on an anti-glare coating which I hate and added a 1-yr. warranty, which I wasn't asked about and don't want. I caught the warranty on my bill when I got home and they removed that charge. Thought there was nothing they could do about the coating, but I called them today. They are putting in new lenses without anti-glare AND giving me a refund of the amount of the coating. TOTALLY SATISFIED.

May

Posted by One Eyed Jack

5/29/14 7:53AM

Dear Helen, Mgr of the Lenscrafters location in White Marsh, MD. I'd like to personally thank you for the worst customer experience I've ever had with Lenscrafters.

As I attempted to explain to you yesterday, I'm currently working through an issue with a detached retina that has rendered me completely blind in my left eye. I came in to get the right eye checked to see if they could provide me with ANY improvement to my vision.

I paid for an eye exam but when it came time to get a lens I was rudely told by the Manager of this location that I would have to purchase two lenses because Lenscrafters wouldn't do just one.

Again I tried to explain that I couldn't see ANYTHING out of my left eye so I couldn't understand why I would be charged $300 for two lenses, one of which would amount to a ground blank.

Then she tried to tell me that the doctor had prescribed a "Balanced" lense for the left eye ...... What the heck is that? I'm blind in that eye, what's to balance?

Helen, you are without a doubt the worst customer service person I've ever encountered. Your lack of compassion, lack of empathy and total disinterest in your customers health and well being goes a long way in telling me where and what the interests of the parent company are. It's a sad commentary.

So there I stood, no options and no sympathy from Helen. Lady you truly are a piece of work and I sincerely hope you never experience the pain and expense of having a detached retina. But if you do I would recommend you go to aome wgere other than youe own company for an affordable solution.

To the CEO of Lenscrafters, you've lost a customer who had been loyal for 20 years. It's sad to think that you and your company put profits ahead of compassion and understanding for your customers but such appears to be the case.

American greed is alive and well in the malls of America and particularly here at Lenscrafters.

Luckily I found a solution in a BIG BOX store that not only sold me the single lens I needed but also a new pair of frames to mount it in.....all for one third of what you wanted to charge me.

May

Posted by fed up

5/24/14 10:34AM

Their refund policy should say...We'll refund you, BUT...we never have the cash in hand to pay you back even though you paid us cash. So you will have to wait until we are good and ready to send you a check back and good luck.

May

Posted by NHConstitutionalist

5/21/14 1:54PM

I've used Lens Crafters for over 15 years but after going to this last time I will never be back. I had 3 pair of glasses I bought less than 2 years ago. They needed a minor adjustment in the prescription. But when I told them I wanted to use my $350+ frames which originally totaled $1000 I was told the couldn't be used and I would need to purchase all new ones.Then was told that frames that frames needed to be replaced every two years. That was never the case before.I don't have a problem seeing with the original glasses but just to be sure went to another optometrist who said they were fine. Also one of the ear pies needed to be replaced which I was told by Lens Crafters could not be done. They either lied or are incompetent. It was done by another optometrists office.
LC is bogus in having one Spend money you don't need to for shoddy service. When I called corporate in Ohio I was given the same BS answer. I've told those I know, and I'm reporting them to the Better Business Bureau. If you have a problem I suggest you do the same.

Apr

Posted by Joe Watts

4/27/14 6:50PM

As a former businessman who knows the value of employees I want the management of Lenscrafters to know that they have a very special employee by the name of Irfan at the store in Fashion Place Mall in Murray, Utah.

If I owned a business today I would try to hire him. No matter what the business he would learn it fast, but his specialty is the attitude he has toward people.

He has gone the extra mile for me on two different occasions and it was obvious to me that he was making every effort to take care of my needs.

My glasses were bent from playing basketball, and they were a mess. Most salespeople would have told me to buy some new ones, but thinking of me he took the time to straighten them out and made them useable again.

He saved me an enormous cost for which I am grateful, and in doing so he earned a customer for life for me and my family.

When we need glasses we will be looking for Irfan at Lenscrafters.

And yes, our loyalty is with Irfan first, and Lenscrafter second. Your employees are your business.

Best wishes,

Joe Watts

Apr

Posted by jr

4/25/14 4:11AM

I went to the Moorestown office two weeks ago on a Friday. I picked up my glasses on Saturday. Monday, i went into wk had a real hard time with them: computer was hard to read an working as a dental assistant was even harder. I called an then went in: the lens off 3mm to me thats a lot. Now they had to sent away for my lens,it would take 2 weeks.Was not happy but what can i do. Now i received a call say that they came in scratched!!!! REALLY. i paid over $400.00 an still have nothing. Still waiting!!! I think a discount should happen. thank you

Apr

Posted by Nashvillemykl

4/21/14 4:22PM

Until two weeks ago I had never used a LensCrafters or one of their affiliated Optometrists. My usual practice was to rely on examination referrals by my family doctor, and then have glasses made where ever I could get the best deal.

My last pair of glasses, rimless tungsten frame wide aspect bifocals, cost me about $650.00 after insurance reduction at the optical department of one of the world's largest retailers. From the moment I first put them on I knew something was wrong. I went back twice only to be told "my eyes had to adjust." Well, they never did. For the next 16-months I went through life with my eyes swiveling like two ball bearings as I tried to first get and then keep things in focus. That ended last Friday.

The moment I slipped on my LensCrafters glasses my eye sight was clear, crisp and totally in focus. Wow!!!! I have never been as happy with a pair of glasses as I am with these amazing specs! Not only are my new LensCrafters' glasses the best I've ever had from a vision standpoint...I managed to buy two pair, both bifocals, one RayBan frames with clear lenses, and one Armani frames with dark tinted lenses after insurance and multiple pair discount for not much more than my one old awful glasses cost!

Apr

Posted by Raven87nyc

4/16/14 7:00PM

I finally received my lens/frames this past Mid March. The whole order took over a month to complete. A little over a year ago I had the same prescription made. I got my frames/lens within 2 weeks. This time it took over a month. The order was entered multiple times. My lenses because of the high prescription took a while. That was okay. I have had eye problems all my life. So I didn't get too concerned when my lenses were taking a bit long.

My concern was the way the store manager handled my case with myself, and then my mother. When the store managers disrespects my mother. It really offends me. There was no need for this to have happened. Then the day I finally pick up my lenses, she calls my house number, telling my mother that I never gave them back the right glasses back. (I had already got on the train heading towards LIC) then the store managers called my mother 10 minutes later to tell me that it's ok, never mind she was confused, and had the incorrect glasses in her hand at the time. Ok.....

Now last week I received a post card from the actual store location at 2440 Broadway Upper West Side, 10024 New York. New York.

Stating that I have a standing appointment May 02, 2014 at 12:00pm

I would like to clarify. I am done with my order that I finally received after a month of waiting and multiple not so friendly phone calls,

Can you tell LensCrafters to take my name and information out of your system.

The Store Managers name is TAMEEKA. SHE was rude to not only MYSELF but to my MOTHER, This extraordinarily is unacceptable.

Your company needs to do some real intense customer service, personable lessons, and attitude adjustments. I am very disgusted with my overall experience with this company. Every time I complain, this matter is never taken care of . Who do I forward this to to have this put under TAMEEKAS record.

If you go to Yelp, you will find multiple complaints on TAMEEKA. Your company, should read them. Her bad reviews are on different websites too. I wish I had read them before I had spent a tom of money at a company, that obviously doesn't care about there customer..

Apr

Posted by Anonymous

4/4/14 4:01PM

I was harassed by the "store manager" Robert, so he said he was store manager in Fresno. He's not the store manager. This man is full of lies: said I would not be able to receive a new pair of glasses because I did not have "original receipt" when they can pull my name up with all purchasing data there and print out a statement to use to purchase a new pair of glasses. Followed me around store questioning what I was going to do now because I didn't have a receipt. This person went into a mad rage when he asked me, what do you think, Ms. Lupe. He shouted a his big man voice, 'THAT'S IT. YOU USED FOUL LANGUAGE. THIS IS PRIVATE PROPERTY. YOU ARE TRESPASSING. LEAVE THIS STORE NOW BECAUSING I'M CALLING THE POLICE. ARE YOU LEAVING? ARE YOU LEAVING?" What a freak of a want to be manager.

Mar

Posted by wwarren

3/26/14 7:43PM

I purchased glasses from lens crafters in Joliet illinois around June of 2012. I purchased the replacement plan, and used it in may/June of 2013. I was told after waiting a month for my glasses to be ready that I would have to purchase new lenses. I originally paid over 600 dollars for my glasses, frames and lenses, so I was upset I had to purchase another 300 dollar pair of lenses. After hours of talking with the associates I just went ahead and ordered new glasses. Paid for a warranty on both new lenses and new frames.

Just went to the lens crafters in aurora il at the Fox valley mall, to have them adjusted. Only the second time they have been adjusted since purchased again in June of 2013. It took the lady almost an hour to adjust them and she broke the metal nose piece arm. Talked with the manager and she said they are not responsible for breaking them. She would not give me the name or number for anyone above her. This is crazy. I spent over 1000 dollars on these two pairs, with warranties and now I'm being told there's nothing they can do. They told me to drive to joliet to speak with them cause they were purchased there, but they are going to tell me they did not break them, and to go back to aurora. I am having surgery in 13 days. I need glasses to see. I'm legally blind. So to tell me they are not responsible for breaking my glasses is crazy. Something needs to be done. This is the worst customer service I have ever experience ever in my life.

Mar

Posted by Anonymous

3/16/14 9:08PM

Never go to Lenscrafter in Tanforan shopping center located in San Bruno, California. They lie to their customers after they collect your money. I ordered glasses yesterday and was told they would we ready in 1 1/2 hours. I left the mall at 6:00 pm and called the store at 8:35pm and was told by the guy, Carl, who took my order, that the glasses would be ready in another 2 t 5 minutes. He said that they close at 9:00 and that I can pick the up if I get in before the close
Since I was not available before 9:00 I went to pick them up today at 12:30pm. I stood at the counter and was ignored by the lady there (Asian with long hair)- she was crouched under the counter for whatever reason. When she finally stood up, she looked bored and went looking in the drawers for my glasses
Lo and behold, she searched through several drawers and couldn't find them. She then ran over to a man, who I later found out was the manager, Brian Ilas, and he shrugs his shoulders. She then goes to another counter, not there, goes inside a door marked Lab and comes out empty handed and just stands there looking "ignorant." She doesn't tell me what is going on and another woman (short)comes over and didn't said anything. I ask where my glasses are - all paid for $547.49 - and finally the woman says they are not ready. Hello, by then it was OBVIOUS. I am angry since I was not called to say they weren't ready since I was assured they were over 15 hours ago. I ask why and was met with sullen silence - not professional at all. The manager hears all of this and not once did he get up and come over or try to do something to rectify the situation. I demand a refund and the second woman said okay and starts to do the paperwork
I ask why the glasses were not ready and angrily she said that there was damage on one of the lenses. When I asked how much longer to have them ready, she said maybe 2 hours. Hello, she meant that they never worked on my order. She did not apologize nor did she try to help. Next, the manager finally dragged himself over because he had to approve the refund. He was extremely rude. Didn't say anything and reluctantly gave out his name and information to file a complaint. Smelled bad also and needed to present himself better.

Mar

Posted by Lunarstruck

3/13/14 11:19PM

Never go to the Tyler Mall, Riverside Lenscrafters. They put my existing eyeglass lenses into new frames and damaged the lenses so badly I can't function normally with them. Then the manager, Gary Carleton, told me he would replace the lenses since they were damaged by the person there who put them into frames they didn't fit. When I asked for that in writing in case he wasn't there when I came back with my prescription, he gave me a printout that said "smudges in lenses, offered to remake them at a 50% discount" which is NOT TRUE. The 50% discount was never mentioned as that is the current discount they are providing to EVERYONE. I have to get new lenses made now ASAP that I didn't need before, and new frames. This is NOT RIGHT and Lenscrafters are DISHONEST and RUIN LENSES.

Mar

Posted by Dark and fuzzy

3/12/14 9:25AM

Never go to the Worcester greendale mall location.

I orderd my glasses on th2 27th of January, being told special orders take 10 business days. 10 business days later no call no email I call back, there going to take a little more time sir, I'm ok with this, a month in and I call again ( I'm the one who keeps calling) they don't have the frames so we will grab to overnight them to Ohio they will call me back and let me know. 1 week later I call again speak with store manager, he has no clue and tells me there is no order and the sales rep is off.

Ok time to call corporate, I speak with a rep I tell him were going to hit the 7 week mark, I give him a ll the info and the problem, I review a email back telling me

Hello Sean,

I have been able to speak to the store and I have been advised that your order would need to be started over. I was advised that the delays have come because of many issues with the ordering process from the lab. We are willing to refund half of your money if you would like for us to process your order. We expect that the order will take another month to complete. I am very sorry for this inconvenience. If you would like to be refunded or if you want to go through with the glasses, please let me know. Thank you.

Sincerely,

Ok now I call and speak with the manager of customer service about the problem

If special orders take 10 business days why in hell am I waiting another month not 10 days. Now u would think I would be getting taken care off here or I don't know a regional manager might want to see why there store is failing. 7 +weeks already now another 4 (3 months total) what really sucks 10 years ago had them do my glasses took 3 days now I'm going to go out on a limb and say technology has made it easier so what's the deal. I'm mean does anyone care about doing there job anymore

Feb

Posted by Tom H Phillps

2/26/14 5:15PM

I would like to thank Todd Snyderman GM of the store on 685 Market Street in San Francisco, along with Justin for their great customer service. They helped resolve an issue where no one was at fault.and did everything they could to make it right.In a world where good customer service is hard to find these guys are rare indeed.You can be sure I will always recommend LensCrafters to friends and family.

Feb

Posted by jehlen

2/26/14 5:14AM

To Whom it May Concern,

I just wanted to let you know of my Excellent experience at one of your stores, at The Avenue Webb Ginn located at The Shoppes. An associate named Michelle assisted my son and I in the purchase of contact lens, a pr of glasses and sunglasses. She was extremely helpful, knowledgeable and patient as we made our decisions and navigated insurance. I wish all companies can offer such professional service! Thank-you, J. Ehlen

Feb

Posted by Patricia

2/3/14 8:50PM

I have been trying to get two pair of glasses; reading glasses and sunglasses for ten months. They were so bad I went to and opthamologist and they redid the sunglasses. I was told I didn't need my bifocals for the sunglasses. When I first put them on I could not see the GPS in my car and could not figure out when to get off of a very busy highway. One of the other times Lens Crafter staff told me to go home and use the reading glasses for a week and they would be alright. They were never right.When I had my sunglasses redone by another doctor they were outraged when then heard what I had been told. They called Lens Crafters themselves and told them if they didn't take care of this problem they were going to report Lens Crafters. The manager of Lens Crafters told me to bring the reading glasses back for the third time and they would fix them. The other doctor told them how to fix the problem. The glasses were taken back again and they told me they would take care of the problem and reimbursed part of my money. This was January 10,14. When they had the glasses ready they called me and I went to the store and they were putting the len's in. Oops one of the len's chipped. Once again they had to make one of the len's.I had to go to the shopping center and thought I would stop at the store and the lens hadn't even been sent out. This was two weeks. I am now wearing a chipped lens and haven't heard from them since January 10th. I don't know what kind of operation you are running but as a registered nurse of 30 years I know if I took care of my patients like this I wouldn't be a nurse very long. I gaurantee you that I will contact every source I can to make it known what you have put me through. What does the statement tell me and everyone else when we are told not to use profanity? This is one sorry company and highly unethical. I will make sure everyone I come in contact with knows not to take their business to you. You are a disgrace to the medical profession. Two pair of glasses and over a THOUSAND dollars and I am walking around with a chipped lens

Patricia Willmoth RN

Feb

Posted by Y

2/2/14 1:29AM

Lenscrafters Northridge...what is this world coming to when a doctor's office loses its patients chart? that is exactly what they did. And they all seemed pretty amused by it all...smug-like and the chart never did turn up and my daughter is now wearing temporary contacts and they want us to come in and bring in the paperwork that I was just in for today. what clowns. never again. No heartfelt apology and just poor poor customer service. I've experienced this with them before but it had been awhile and they had available appointments so I took a chance. Never again. and then they have the audacity to send me a computer generated email thanking me for my business and that I should return? NEVER. DONE. I find it appalling that there are so many complaints about this particular store in Northridge and yet no one is investigating or doing anything about it. Again, what doctor's office loses its patients chart? Incredible.

Jan

Posted by Anonymous

1/25/14 2:33PM

I had my sons glasses made at Lenscrafters in Orland Park,IL. Soon after, my son began experiencing daily headaches. I was told a period of adjustment should be expected. After one month and several migraine headaches, I returned to the prescribing dr. After an exam and a check of his new glasses, the dr. determined that Lenscrafters of Orland Park, made his glasses WRONG. They were actually completely opposite of what the dr. prescribed to treat his Astigmatism. They should have been 90 but were 180. I ordered new glasses (this time through the prescribing dr.) and returned the ones I bought from Lenscrafters of Orland Pk. When I went to return these glasses, I was still under the 90 day unconditional return policy yet I was questioned as to why I was returning them and when I told them about their error they questioned how I could know this (the DOCTOR told me) and then the sales girl went to double check the script in the lens while I waited, came back and told me I was wrong the glasses match the script in their computer. I had to then point out to her that I have the original script and Lenscrafters, ENTERED THE SCRIPT WRONG. Apparently that level of incompetence never occurred to her. I asked if I had been inconvenienced enough and were we finished, to which she replied 'Oh, I'm done with you, you can go." Real nice.

Jan

Posted by Ian

1/21/14 2:09PM

Wish I had never gone to lens crafters I had 2 prescription cards that will expire in a few days not a lot 39 on one 25 on other as there from last year money was taken on them I saiid I wanted to pay that and balance on Friday then I get call to say money has been refunded to cards which is no good to me as cards will expire so thanks lens crafters for loading me 64 dollars great customer service, ok the guy didn't know u can't do part payments but when aid take has been made maybe you should say we don't do this but we made a mistake, communication at your store could be good they called wanting payment for eye test that was done Sunday I was told pay when u come back in the girl doing reception with doctor didn't tell them that may have been to busy texting as that's was her main thing on Sunday

Jan

Posted by [email protected]

1/17/14 2:59PM

I just picked up my new $605.00 glasses from LensCrafters. I have been a LensCrafter customer for many, many years. I asked the service representative for a bottle of lens cleaner and a cloth so that I could clean my glasses. He told me he could sell me those items. I told him that I just paid $605.00 for one pair of glasses and that LensCrafters should provide me with cleaner and a soft cloth. The service representative spoke to his manager and she made me the magnificent offer of purchasing those items at a 20% discount. I informed the manager that if LensCrafters could not include a bottle of cleaner and a soft cloth at no additional charge, they would lose my business forever. They again offered to sell me the cleaner and soft cloth for 20% off. I am now a former LensCrafters customer. I will purchase my glasses from Kaiser Permanente where I have been a member for over 30 years.

Dec

Posted by Anonymous

12/12/13 10:43AM

I recently bought bifocals at your Garden State Plaza,Paramus, NJ mall. I was unable to clean the lens for sharper vision. There was a film on the lenses that was impossible to remove. I tried windex (a no, no from your mgr and staff), I tried soap and water, I tried a soft cloth, all to no success. I finally went to the store where I puchased the glasses and said no matter what i tried it was impossible to remove the film. The mgr took the glasses and used a prepared solution in a bottle to clean the lenses. I learned that nothing would clear the film for sharp vision, except the solution she used. Well, guess what, a customer needs to purchase this magic bottle of whatever it is. I commented that she must be kidding, she said no I would have to buy it. What a ripoff. My comment needless to say that I would never shop at a Lenscrafters again. Did not buy this so-called magic junk. The glasses cost me $200.00. Money which I cannot afford. Shame on you people. You chage enough for your stupid glasses. How cheap can you people get. I suspected the lenses were not quality plastic to begin with.

Dec

Posted by JPSammy

12/10/13 2:59PM

An interesting organization that seems to be filled with people that lie and intend to only defraud customers. To be avoided at all costs or you will regret dealing with any of their stores.

Dec

Posted by X-Mas 2013

12/8/13 9:57AM

Tina at the AlaMoana store in Hawaii insisted I had to have a receipt when I returned my the 3 pairs of glasses I purchased with a check paid by the mother
because I couldn't cough up $1,148.52. She said it was policy but could not show me proof. She did not offer me the check until I asked her several questions which were also showed negligence of LensCrafter's employees and staff. She told me it would take about 7 business days to receive my check. When I called and spoke with someone from your office she told me 7-10 business days. Does everyone have a different copy of the store policies, rules, customer service, dress code, and code of ethics? I am definately not doing business with LensCrafter once I get my full refund.

Dec

Posted by Anonymous

12/4/13 10:46AM

After buying glasses from Lenscrafters for years very unhappy with a purchase of reading and sunglasses purchase 9/27/13 The frames and glasses where 450.00 not counting the sunglasses another 350.00. I have never in the years I have bought glasses have ever bought a warranty on any glasses and still have them. Never had a problem' Now I have a pair of reading glasses that I took back 2 times to have screws tighten and the frames are now broke. When back to the store and the MGR was the one who sold both pairs and his answer was out of warranty (3 months) and now he wanted 182.00 for new frames. Was the best he could do. Told me if I didn't do that I would still have to pay for them and that he would just throw them away. Called Cust svc and the lady was very nice it came down to buy a warranty and co-pay for another 60.00. I have always done business with them and never had a problem there is more to this story. Mgr was rude and unwilling to work with me until I called customer svc. I also sent a message to corp. office. Very unhappy with them.

Oct

Posted by UPSET

10/22/13 1:52PM

Lens Crafters is no longer the good place it used to be. I had my own glasses and was charged $879.00 for 2 sets of lenses. I think this is a big rip off I had my own frames and I contacted customer service but all they do is give you a lot of BS!!!!!! They claim to be the best in the business that is such a joke. I will NEVER buy from them again!!!! I am purchasing 2 pairs for my children today but not from Lens Crafters.

Oct

Posted by Nu2co1126

10/20/13 10:45AM

We went to the Tillman Eye Care Group in Denver, Colorado on October 18, 2013.
My husband is a Veteran and it is one of the approved eye centers for the VA. Before we made the appointment I called to ask the fee to add a contact lense exam to the appt which we would have to pay out of pocket. I was told by "Leo" that the cost would be $60.00. I even called back to double check. Imagine our surprise when after the appt we were blindsided with a $110.00 charge. We feel duped by LensCrafters. We live on Social Security and would never have gone there had we known that this would be the charge. We could have gotten the service cheaper elsewhere. Never were we told that the charge was $60.00 and up. This is false advertising and taking advantage of seniors and Veterans. We will never recommend LensCrafters to other Veterans, our family or friends. We feel very taken advantage of.

Oct

Posted by jackpwilson

10/13/13 3:38PM

To Maribel Esquivel, Maricela Alvarez, and Lens Crafter at large

I am writing to you as an extremely disappointed and frustrated Lens Crafters customer regarding my poor customer service experience. I just spoke with David at your Huntington Beach location and asked for both your emails so I could email you personally, but he stated you both did not have emails (hard for me to believe), but this is why I am resorting to Yelp.

On 9/26/13, I came to your Huntington Beach branch and purchased new lenses at $288.99 from your store associate Malinda. This was the first time I had been to your location. My reason for choosing Lens Crafters was based on my first experience with the company approximately 7 years ago at your Montclair, CA, location where I purchased reading glasses and lenses and had NO issues with that pair over the course of 7 years. For your understanding, I had had an free eye exam at my health care provider on 9/26 and needed a new prescription, so I chose to purchase lenses from you based on my 7 years as a happy customer and your same-day, new lenses offer. To further note, over 7 years I've had adjustments at several Lens Crafter locations and NEVER had any issues.

When I came to your location, I purchased the new lenses from Malinda ( To note, she was great and very sweet!). I even asked Malinda "Do you think my glasses will be okay?" as I understood your company isn't liable for the frames breaking if new lenses are put in. Her response was "I think they'll be okay because they are plastic frames." I trusted her assessment.

I came back about an hour later to pick up my glasses. When I returned your store was completely understaffed and one of your female associates had to yell from her desk and ask a male associate to bring out my glasses. This man walked back and forth from a couple different rooms and finally emerged with my glasses and handed them to me. There was no mirror at the counter NOR was there an offer to have me take a look at whether or not my glasses were aligned. I had to ask him, "How do they look?" to which he said nothing and Malinda, who was with another customer, called out "they look great" so I left your location unassuming of any issues. However, when I get home, the glasses were crooked and drooping to the left.

I returned to your store a few days later (perhaps 10/1) to have the glasses aligned. The same female associated who had to yell from her desk a few days prior to have my glasses brought out was the one to help me. She took my glasses, attempted to straighten them, but they were not straightened. She was very adamant that they looked fine, but they were still crooked. Ultimately, she had to have Auto from the back of the store come and help me. To note, you had engineering issues going on and had me sitting next to a man on a later who had the ceiling tile removed and was fixing something. NOT safe NOR very professional to have this going on during business hours and to have a customer sitting so close. Finally, Auto was able to straighten the glasses, or so I thought.

By the next day, the glasses were again crooked; they had started drooping to the left. At this point, I was becoming frustrated and didn't have the time to go back in so I let a few days pass....

On 10/8 at 4:01am, I receive a generic email from Lens Crafters stating "We hope you are enjoying your new glasses ... if you have any questions, please do not hesitate to contact us. And remember, every purchase includes lifetime free cleanings and adjustments. We hope to see you again..." Nice email, but it would have been better if it were from from the store associates who actually helped, but I guess they didn't care OR they didn't have the time as they may have been understaffed AGAIN to follow up thoroughly... NOT very personalized NOR professional customer service....

On 10/8 at 8:57am, I responded to the email stating "I will come in today for an adjustment. My glasses are still drooping to the left."

On 10/8 at 11:39, I receive an email from "Butch" stating "It would seem that an adjustment may be necessary in order to solve your problem..."

On 10/8, I returned to the store and was again assisted by Malinda who adjusted the glasses till they were straightened. No construction going on this time... seems like things go better when Malinda is working

BY THIS POINT, IT WAS MY THIRD TIME COMING BACK TO THE HUNTINGTON BEACH LOCATION. WHAT SHOULD HAVE TAKEN AN HOUR TO DO NOW SPANNED OVER 12 DAYS.

On 10/9, I went to put on my glasses and the left arm fell off.

On 10/13 at approximately 12:30pm, I returned to your store for the FOURTH time to have my glasses fixed. Joann first assisted me by telling me there was nothing she could do because my glasses weren't covered under warranty. I asked to speak with the store manager, but Joann stated she was not in. Maricela Alvarez, the licensed sales supervisor, spoke with me and told me there was nothing she could do based on the fact that my glasses weren't covered under warranty. She suggested that she could look around for another frame for me to purchase at a 50% discount, but when I said I wanted the same or similar frames to my glasses, she said she wouldn't be able to find my glasses because the product number on the inside of the arms was worn off (Of course it's worn off; the glasses are 7 years old and have been worn WITHOUT any issues over that span of time!). Furthermore, it is inaccurate that a national company of your caliber doesn't have the capability to reach out your vendors with a a description, picture, phone call, email, etc. to locate this specific pair of glasses or something similar. This was pure NEGLECT and lack of initiative to help. I asked for the store manager's phone number and left the store, as I wasn't receiving any quality help.

I called Maribel's phone number on her business card and it is the general store number and Joann, the same lady who was helping me answers the phone. Don't you think if I asked for the store manager's phone number that I would want her direct number? OR if she isn't going to be in that day, to let me know when she will be in and available? Again, another disappointment in customer service. I asked for corporate's phone number.

On 10/13 at 1:03pm, I called corporate and had a 16 minute phone call with a female associate who assured me that the manger of the Huntington Beach location would contact me within three days. I look forward to hearing from the manager within that time frame if not earlier.

I am extremely disappointed and disheartened with my choice to do business with the Huntington Beach Lens Crafters. I am asking you to please provide me, at no cost, replacement frames of the same style or something similar. I am asking you to look past your policy, and understand my plight as a customer of yours for 7 years, and to focus on doing what is right by the customer. I have trusted in your brand and your ethical business practices, but am very unimpressed at your company's inability to provide professional service, personalized follow up, and your complete NEGLECT to properly handle my lens replacement, thus leading to they breaking of my glasses even after I continued to express my concerns as there continuous need for adjustment. What could have been handled properly was not. Please don't ask me to pay another $200 - $300 for frames that were purchased from your company, functioned perfectly fine for 7 years, but were mishandled by your Huntington Beach team. PLEASE ADVISE.

Oct

Posted by Nanawellie

10/3/13 2:34PM

I am thoroughly disgusted with LensCrafters ! On Sept 18 I had my eyes examined by the on site DR. At the beginning of the exam, he informed me, I had cataracts in both eyes and needed lens replacement surgery. He proceeded with the exam, presented me with my prescription, which I took to the other side to be filled! They were unable to fill my prescription on site and it was sent out.
On Sept 26 I went to get my new glasses! The moment they were placed , I knew I had a problem! I was seeing double out of the top lens and unable to read from the reading chart! I was told to try wearing them the rest of the day and the next day and if I saw no improvement, to come back, which I did! The DR put the blame on me, the reason I couldn't see!!!!! He checked my eyes again, said the Rx was fine and that was it! It didn't seem to matter that I couldn't see! My vision is actually better in my 7 year old glasses!!! They REFUSED to take them back & REFUSED TO REFUND the cost to me! I am a senior citizen, living on a small fixed income. The cost of the visit was over half the amount of my Social Security monthly benefit!! The salesperson said, after my surgery they would replace the glasses for free!!!!!!! DO THEY THINK IM STUPID??? I am aware that MEDICARE WILL pay. for my glasses after surgery!!!!! I have reported this to you in good faith, that you will help resolve this situation !!! I will be reporting this to whatever Association the DR belongs to, as well as the local Better Business Bureau if I cannot get satisfaction! All I ask, is to be able to see !!!!!!

Oct

Posted by missy

10/2/13 12:43PM

Corporate
I have been a customer with Len crafters for over 15 years in Pentagon Mall Arlington Virginia
Today was a very unpleasant day with the manager, Maurcee. She is a older white lady with a very nasty attitude,
the name maybe incorrect the hand writing is hard to read. I met many different people there over the years, but never like this person. Please re-think of this person as a manager. I had a problem that she was overly ugly with me, so I left with the same problem.

Oct

Posted by Tracey L

10/2/13 10:54AM

The worst experience from start to finish I've ever had in the history of purchasing contact lenses at the Kennesaw, GA LensCrafters I've always worn permeable contact lenses and never had the problems I had dealing with LensCrafters. It took over 6 weeks and repeated visits to get a good fit and visioned pair, and now after wearing my gas permeable contacts for 7 1/2 months one partially dissenergrates overnight. I've only used the recommended solution by Bausch & Lomb for rigid gas permeable contacts.

I called today to now find out they only have a 90 day warranty and was told I would have to purchase a replacement lens for $165. Needless to say, I'm beyond dissatisfied. I graciously put up the poor customer service and unsatisfaction of this purchase. I now have to come out of my pocket to replace a poor product. This was my first and last time ever getting any prescription eyewear from this location or any LensCrafters..

Sep

Posted by laura

9/19/13 1:36PM

Very unorganized! I cannot begin to tell you how unset I am. We (myself, adn the Health Insurance Company) were told by Lens Crafters that there was no such thing as a billing code. They want us to pay out of pocket, and said keep repeating that there was no such thing as a billing code, and they manager there as well had no clue. My son has Keratoconus, and his contacts are medically necessary.

Sep

Posted by Simon

9/15/13 5:27PM

#0166

lensCrafters, Wellington Circle Plaza

Since 2003, I have used the services of this branch.

But, unfortunately, the level and quality of service here became unbearably bad.

For example, in the past, 2012 , they lost my order and within two months of my phone calls answered , that the order was sent to the factory for rework - 5 ( five! ) times sent - as I have described over the phone. When I broke down and went to the store, the glasses immediately found. They were lying there on one of the tables - I have seen it. Edges of the lenses were not polished at all, despite the fact that was paid off. But this I noticed later, at home.

This year, when I went to get my new order, I found that edges of the lenses were not polished at all, despite the fact that was paid off (again)

On my request to polish the edges of the lenses it was answered to me that this is impossible, but when I showed my glasses purchased in the same store two years earlier, polished to a shine with the edges (as it should be ), I promised to do so . It was on Saturday 09.07.2013, and today, 09.10.2013, I called and asked if my glasses are ready , and if I can pick them up. But for a long time they could not find my glasses, or maybe they were not ready ( I do not know , but I had to wait by the phone for a long time ). Finally, I was told that the glasses are ready and edges of lenses are polished nice, I can pick them up.

Imagine my disappointment when I saw this "polishing". At this I was told that better to do impossible.

When I once again showed his old glasses and asked why they cannot do as well as they did before, I was told that they have on the existing equipment cannot do this.

Finally, I have a refund (the money on the card till are not present) , and a discount coupon of $ 50 is not returned.

My glasses are not cheap, but expensive (before discount - $ 1,024.94) orders, and now I'm forced to look for a store to the services were not worse , than in this store until 2012.

Sep

Posted by Cape Coddess

9/9/13 12:17PM

Dont Waste your time In Hyannis, MA location. Awful service, Awful attention to detail and in the end, a VERY expensive pair of sun glasses that were altered by a staff member who thought he would like green lenses INSTEAD of the DARK gray that he ordered.

Aug

Posted by ds

8/30/13 1:21PM

I bought a pair of glasses in the Merritt Square Mall location in Merritt Island, FL. They were just under $500 and I was having difficulty seeing clearly with them. Overall the staff there is not very attentive, they are rather dismissive. The woman who fit me was wonderful--Donna, and even better--the person who resolved the problem--Elaine. She is exceptional and should be commended for her perseverance and dedication to customer satisfaction.

Aug

Posted by Syl

8/30/13 7:18AM

I went to a LensCrafters in 1402 butterfield rd, downers grove. The worst experience ever I am never dealing with LensCrafters again! When I walked in and told them I was returning a chanel glasses i had purchased, they made me have a seat for someone to help me. Basically no one wanted to take a return. They helped everyone else and I was sitting there for 20 mins until I got fed up. I called one of the girls to return this item right now. She comes over and tells me she will help me then during the return process, she asks the manager if they can return Chanel here and the manager said no. I'm like are u kidding me?! U ppl knew I was returning Chanel I made it pretty clear and u made me sit for 25 mins waiting for someone to return this item and no one mentioned I can't return Chanel here and u are now telling me this?! The manager then told me she didn't know what to tell me that I can't return this item here and she walked away. So rude. I had to take a taxi to another LensCrafters to return the item. I am done with LensCrafters

Aug

Posted by Sheila

8/27/13 9:07AM

I went to have my eyes examined because they were irritating me. I went back to Lencrafter in East Point, Georgia off of Campcreek Parkway. I had gotten my eyes examined february 2012 and at that time i stated that my glasses were irritating my eyes, they told me it is a new prescription that feeling should subside. Well the past year my eyes have gotten worse and that is what prompted me to visit and get reexamined on August 20, 2013. I was told at that time by staff and the NEW doctor that the other doctor was let go because of several reasons and one reason giving wrong prescriptions. With that information, I talked with an attorney and they suggested that I call so LensCrafter could correct the error. I asked for them to replace my lens for no cost because it was them that gave me the wrong prescription. They stated it was after 90 days and they are not liable. That is inaccurate you are liable if YOUR doctor that you lease space too was providing wrong information. I paid for lenses based on what was given to me, I should not have to pay for new lenses, does not matter if it is over 90 days. I thought being a reputable company and my company refers us to use them that this would be fixed. Called and I was denied. I am writing this hope for a resolution in then venue, if not I will take my last exam from 2/2012 with the one on 8/2013 to my attorney and pursue at that time. I have already mentioned this to people at my work place.

Aug

Posted by Anonymous

8/26/13 12:04PM

I visited the store in the Hamilton mall in NJ... The Management is so bad I can't believe.. this person manages a store at all all the help that was on the day I was in.. had no idea about any optical matters... it was a so called new retail manager.. she was worst then the manager... the store is a disgrace to all the Lenscrafters.. A girl Samantha well she might as well worked for the dr.. office because I had her help turned to ask a question and she was gone and it happened 2 times! The sales girl was in and out laughing with the lab and drs' office...I really think that someone else should be in charge of this store.. when i say no to something I do not need to be told I should have it.. I know what I want! This store was very good back in the day.. when I went in several times This same Manager has been there i won't deal with him.. he is horrible... 2 managers that have no optical.. knowledge how sad.. the store went down the drain!

Aug

Posted by Anonymous

8/23/13 11:36AM

I just found out the reason they are charging $100 with the warranty is because they have to make both lenses brand new, so they will be the same, because of the various lens coatings. So it is not like they are charging me $100 to just buff out a scratch.

Aug

Posted by jmoody

8/23/13 10:50AM

My progressive lens film (from Lenscrafters) has many little cracking lines in it. The manager of Store 829/Karol Braz/Merritt Island, was extremely sarcastic and rude. She said: 1) MY fault - because I live in Florida. 2) I'm using them as sunglasses (I'm not/I'm indoors 8am-6pm M-F, have a medical condition I can't go out in the sun) and what difference does it make. Why would Lenscrafters sell defective material to ALL Floridians, 3) Lied when I asked to speak to the manager 4) when I asked for her business card she screamed "I'll give you hundreds of cards - I have a ton of cards". I answered calmly I only need one.
I was a manager for 30+ years, sent to many Management Training Schools, her tone, sarcasm and screaming is NO WAY to treat a long-time customer.

Aug

Posted by Colleen Paul

8/22/13 12:52PM

I recently purchased reading glasses for my son at 1.25 strength at your Burnsville Center, Burnsville, MN location. I want to make you aware of the exceptional customer service that I received from Joey, store manager, Chris, title unknown, and Karen, title unknown. The glasses that I orginally purchased had chipped lenses and they were able to find replacement metal readers to complete the exchange. I will recommend your store to my family and friends following my very positive experience. Thank you again,

Aug

Posted by Anonymous

8/20/13 3:01PM

I am very unhappy with the Lens Crafters Store in The Westfield Culver City Mall(Fox Hills Mall), in Culver City, CA. I bought expensive glasses with all the coatings etc and now just 6 months later I have a scratch on the lens and I am being told they are scratch resistent not scratch proof and since I have the warranty they will replace the left lens that is scatched for $100.00. I will never buy Lens Crafter glasses again, unless something happens to help me change my mind. I have not talked to the Corporate Office yet, they are close. I may even complain to the Better Business Bureau and Angie's List. But be warned......

Aug

Posted by John Jackson

8/20/13 9:25AM

I realize that the corporate office probably couldn't care less, but the Lenscrafters in Billings, MT is a disgrace. They have yet to receive my glasses going on 3 weeks. They keep telling me the lenses were done wrong, sent back, don wrong again, sent back.....I spent $900.00 for glasses and sunglasses. I guess I'm just out of luck, right?

Aug

Posted by Anonymous

8/12/13 1:09PM

Very frustrated with store #0676 (Paradise Valley Mall, Phoenix). A refund of $360.57 has been due to me since 7/15/13, a "CSC" check was to be mailed. I am told that the check was mailed, but I did not receive it. A week ago home office was to verify the original check had not cleared your bank account. Still no word on that status, and when I can expect my refund. Colto Yost of the 0676 store has tried to get thsi expedited, but gets very little cooperation from headquarters. Can someone please help get this handled once and for all?

George

Aug

Posted by Anonymous

8/12/13 9:28AM

Visited the LensCrafters in Frederick, MD 8/12/2013. You had one person on duty. After waiting 1 hour and 15 minutes to buy a pair of glasses, I decided that I had wasted enough of my time. It's August. It's back to school time. You're having a big sale (50% of lenses) and you have one person manning the store. Not too bright quite frankly. In a tough economy and I come into your store ready to spend anywhere from $500-$1,000 and you force me to go elsewhere? Maybe business is that good for you.

Aug

Posted by Denise

8/8/13 1:56PM

I purchased a new pair of glasses in 2012. They were transitional lenses. The sales staff were rude and after two weeks, they never contacted me to let me know that my glasses were ready in rockaway,, new jersey. I stopped in to get them and the lenses popped right out. The sales person said they were fine. I insisted that they fix them which meant that I needed to wait another week. I got them back and the lenses popped out ever time I cleaned them. I didn't wear them and swore that I would never buy glasses there again. I love my eye doctor there so after my appointment this month I thought that I would try again. I purchased designer glasses with expenses lenses. I had seen on the website that they give an AARP discount. The manager said that they no longer offer the discount. Today on the radio I heard a segment through AARP, get glasses at LensCrafters with a discount. I called on my way home to see if the glasses were ready, 12 days after ordering them and got the response " I don't know we are very busy" really? Trying Costco next time....

Aug

Posted by Anonymous

8/3/13 1:13PM

To Whom It May Concern,
I am a regular customer of Lens Crafters in Rutland, Vermont. I purchased a pair of transition lenses for the first time. They seemed Ok but it was not summer when the sun is the brightest. Since I spend the winters in Florida, it is very sunny and I had to wear sun glasses over my transition lenses. When I inquired in Florida they told me the lenses we not dark enough ( they never said defective but I got the message). I approached my local store when I arrived home and never received a call back from the manager as I was promised,
I would like a pair of transitions that do not require another pair of sun glasses over them. Can you assist me.
Thank you for your help.

Jul

Posted by Kitty

7/18/13 7:38AM

I purchased an expensive pair of Chanel glasses from the Ross Park Mall Location. They did not have the lenses. they agreed to send the frames to the Monroeville Mall location. When the glasses arrived I went in to have then fitted and the tec was so rude to me I just told them to keep them. They did not have enough cash so I would get a refund in 7 to 10 days. Good luck with that. I have contacted everyone at lenscrafters I could. It seems a man named Charlie is the only person in this organization that is allowed to refund cash payments. Well Charlie is an idiot . As soon as I get my refund, if I ever do I will go blind before I deal with them again.

Jul

Posted by Anonymous

7/9/13 1:03PM

I went to lenscrafters in the Falls shopping center. When I entered the store the person who greeted me was very nice. When I picked out my glasses and sat down, she gave me a quote of 621.39 out of pocket for premiun vantage. I am a member of eyemed. she also offered 558.39 for standard vantage. When I questioned the co-pay schedule, Which I had in my hand, she told me that the info was just a guide. That those prices were not exact. I called eyemed corporate. I was told that this was a LIE. I was instructed to email you and that they would also file a complaint. The fee schedule in my eyemd package is clear. When I asked for an itimized detail of my purchase, she said it was a package. I was buying progressive and transition glasses. The frames were to be 109 out of pocket, so she was trying to charge me 450.00 dollars for lenses. This pricing was with my insurance. I felt like I was being pushed into undercoating from a used car salesman. I regret this since as a family we have had better treatment at lenscrafters. I hope you will investigate this mater, We will continue to take steps on our end to satisfy this insident.

Thank you a former customer.
Frank chiu

Jul

Posted by Anonymous

7/9/13 11:15AM

I just returned from Lenscrafters, walking out on the appointment when they wanted to charge an additional 99 to the eye exam for "contact fitting" when I have been wearing the same lenses for years and all I wanted was my prescription checked. It used to be a great, affordable, service-oriented company; it is now a money mill and with very little value for $. I will never return to LensCrafters again... nor will my daughter or her father. 3 more customers gone!

Jul

Posted by ksuy

7/7/13 2:17PM

I bought a pair of new lenses and frames 1/2 years ago at Lenscrafters at the Esplanade Mall in Kenner,La.....I just went there to see if they would replace one 'arm' and screw lost...I don't use my glasses very often so it's kind of strange to lose the screw and arm together without any warning.. I was told bluntly that 'nothing can be done for me'....they don't have any arms.... I was shocked and very disappointed.

Jul

Posted by kjmgrm

7/1/13 6:36PM

I went to Lens crafters in Rochester MN and bought a pair of glasses about a year later I noticed that the bifocal
had a bubble in it and I couldn't see through it I was told that the coating had bubbled. And to bad for me.
I went to my eye Dr. and he looked at it and said that it was a cheap product they used and there was no coating on the lens to bubble. He said it was in the glass. I feel I was ripped off and will never go back to Lens Crafters. They do not stand behind the product they sell. NOT A GOOD DEAL

Jul

Posted by Jack

7/1/13 5:52AM

I purchased frames,lens packages superview 1.67 SGP and scotchgard premium AR Sv. All for a price of $476.oo. The scotchgard is now peeling off so I went to LensCrafters Buckland Hills Mall location in Connecticut. The lab technician told me the scotchgard coating was a new technology and not completely tested before LensCrafters started using it. My only way of solving the problem was to buy new glasses. I think that I will go to the state attorney generals office instead.

Jun

Posted by Anonymous

6/27/13 10:14AM

Deceptive business practice! TOTAL SCAM! Was sold lens that were supposedly Essilor, which is what I have been wearing for years. Had lots of problems being able to see. Went to two separate optometrist who both verified the left lens was improperly installed and lens were a no name garbage brand and were not even an Essilor product! There is so much more that transpired but the bottom line is they LIED from start to finish and sold me lenses that were totally misrepresented! LENS CRAFTERS IS A TOTALLY SCAM WITH OUTRAGEOUSLY INFLATED PRICES! BUYER BEWARE!
M. Graham

Jun

Posted by Peter

6/19/13 1:03PM

Please be careful when buying from Lenscrafters ..The Quality of the lens are of poor and the service is the same.

Jun

Posted by Anonymous

6/18/13 8:50PM

Laurie at LensCrafters in San Mateo gave a horrible customer experience. She managed to confuse my order entirely by misinforming me about my order and caused total chaos by improper research. They started the call by saying my paid for frames were out of stock and they would like to see new ones. She advised me to call back and speak to someone else because she was not able to help me or did not have access to. Sarcastic, rude, uninformed, and confuses the customer. A horrible experience. Talking over the customer does not help and transferring to another coworker when you ask for a manager is poor service. Do not buy from this store. The reviews were correct, unfortunately. Called at 8:30 pm on June 18, 2013. Finally, my frames are out of stock, she thinks. I had to call and follow up to find that out.

If you care at all about your brand, please contact me. All I ask is that you deliver what I ordered and paid for. I don't think that is unreasonable.

Jun

Posted by No more business from me

6/17/13 12:34PM

I waited in the waiting room for an hour before anyone acknowledged me, then it wasn't even a employee of LensCrafters that made the acknowledegent it was a customer! I will never never give my business to LC again. $900 later and still sitting here! LC corporate needs to hire more personal people! Frederick west view LC!

Jun

Posted by Anonymous

6/13/13 5:19PM

I have been waiting nearly four weeks for a pair of glasses at the Lenscrafters store in Champaign, IL. When I called today the manager (Wendy) said I was on a list to check to see about my glasses and she would call me. She didn't call. I have been going back and forth on this for nearly a month. She keeps offering to give me my money back. I suspect something is wrong, but she won't tell me. This place is poorly run. Customers wait forever and finally walk out. No one seems to be able to answer a question. Do you really want a franchise like this in your organization?

Jun

Posted by roseg

6/12/13 4:01PM

Bait and switch. I went into my local Lenscrafters store and asked a representative to give me an estimate for a new pair of progressive lens bifocals. I did not yet have a prescription, but I wanted to get a ballpark figure for glasses and the Lenscrafters website says that these estimates are available. I told the salesclerk I had a strong prescription so I wanted the lightest lens available, as well as an anti-reflective lens and the transition lens. She worked up an estimate that included the frame I picked out and it was about $640 -- a lot for someone who does not have eyeglass insurance. I went home to check the website and was thrilled to see that Lenscrafters was having a sale -- 30 percent off a complete pair of glasses, plus an additional $10 off because I was a AAA member. I estimated my total to be $438. When I got my prescription a few days later, I returned to the store, showed another salesclerk the estimate that I had received and asked if it would be 30 percent off. Even better, she said, we are now offering 40 percent off. So I had her write me up and measure my eyes. Lo and behold, when she tallied up the cost, even with the 40 percent discount, the cost was $510! Conveniently, neither she nor the manager could figure how the other salesclerk came up with the first figure. In short, I wasted more than hour between both trips with salesclerks who answered phones while trying to measure me for glasses. Don't waste your time with untrained salesclerks who lure you in with false numbers.

Jun

Posted by Anonymous

6/5/13 12:59PM

I was told by Lenscrafters that they were a certified Oakley delaership so i got some perscription glasses made. I told them I wanted to make sure i could change the lenses to regular when i was wearing contacts. They said this would not be a rpoblem but they would need my lens and frames to send to oakley. When i got the glasses back the sunglass lenses were missing and they have no idea where they are or how to get a replacement. I have asked them to go next door to the oakley store and buy it but they refuse too. The manager at the store keeps calling and saying to come in at this time or that time but then goes to lunch during our appointment time. This is at the parks mall in arlington. The other employees keep trying to put random lenses in my glasses and say the frame must be broken because they do not fit. I called oakley and got the SKU number to ask if they had that and lenscrafters told me they do not go by numbers just by what looks right. Very unprofessional store. They owe me $250.00 and refuse to help me

May

Posted by Anonymous

5/31/13 11:40AM

Okay you have insurance that you make us buy at the store for damage glasses lens or frames but you do no glasses falloff of faces as well so please tell me why that your insurance to cover lost frames and glasses I paid close to $900 for frames and glasses and for them to get lost broken or stolen I have no way to show you a lens or frame so just because I don't have that you will not replace my glasses so why have insurance Please explain???!!!!

May

Posted by Anonymous

5/30/13 4:45PM

General manager was a real pain in the ass. She has a very negative additude. She is not a happy person.i don't know if I will ever go back.she is running the store in shadow lake papillon ne. The feeling I also felt is that her fellow workers did not like her either.

May

Posted by Shreya

5/22/13 7:09PM

We visited Lens Crafter recently located in south gate mall Edmonton, Alberta. Very rude customer service. The sales girl helping us called the Optician for taking the frame measurement. Their computer crashed. So she asked my daughter to move to a different table. The optician vanished from there and started helping new customer and so it the sales girl. She was roaming around in the store and chit chatting with other girls. They totally abandoned my daughter who was waiting with her frames on. When i went to ask why no body is helping , their response was " the optician is finishing off with other customer. How can you leave a client you are dealing with in the middle of taking their frame measurement??? We walked away. I forgot the prescription so i went back to get it. The sales girl gave it to me without a word and went back to her work. I asked the name of their manager and coincidently the manger was walking pass me and she was aware she was being pointed at, Her name is Amber. She looked at me and just walked away. How can a store have a great customer service when the manager herself is not trained to even welcome the customers. The golden rule to be successful in this competitive market is to ask for the business and appreciate when you have one. Lens crafter don't get this it seems!

May

Posted by Jennifer

5/22/13 5:56PM

I Am an Australian who visited Lens Crafers at Ala Moana 4 weeks ago.
The staff were friendly and helpful, and although they promised to send my glasses after 2 weeks they came faithfully after 3 weeks. They are fabulous, I love them.

Nikki from Enquires was also helpful, friendly and timely.

Looking forward to my next trip to Waikiki for my next beautiful pair of glasses.

May

Posted by Anonymous

5/15/13 5:50PM

as a senoir/costomer and veteran...poor costomer relations..you replaced a lens that fell out and three days later the frame above the lens cracked..was told sorry your about 3/4 weeks over warranty period..$100.00 to fix/WHAT? two letters with no response!

May

Posted by Denise

5/15/13 12:37PM

Went to lens crafters in Garden State plaza paramus NJ on Monday May 13,2013 was there for over four hours and had the rudest service going. They totally kept ignoring me while I was waiting to get measured for 45 minutes. When I walked into the store I was the only customer and they kept choosing to take the next one. They were very rude. Sorry that I am not the young kids walking through the door. The funny part is the sick amount of money I paid them for bad bad service. I think I will start looking for a new place to get my glasses from now on.

May

Posted by Anonymous

5/14/13 4:18PM

I have been a customer for twenty five years. A few months ago I purchased two expensive frames with a new prescription plus new lens in two additional pairs. The cost was approximately 1200 dollars. My Rx was changed a week ago. I did not want new frames because the current ones are practically new and expensive. To have only the lens replaced without new frames was more expensive..1288,00. Could you please explain this?

May

Posted by evanglinda1

5/10/13 3:25PM

I just had the worst experience with Lens crafters, I've been a customer since 1994, after today I'm done with Lens crafters..

May

Posted by mwise

5/3/13 4:05PM

Very rude customer service on the phone in Montgomery, AL. Gary (the employee) called me kiddo (I'm 42!) and then after questioning why they wouldn't file my insurance, he hung up on me!! What happened to customer service and going above to help serve the customer! VERY DISRECTFUL!!

Apr

Posted by Dissatisfied in Florence KY

4/28/13 4:53PM

Terrible service- rejected final product after three attempts by the Florence Ky office to produce a pair of glasses according to specifications. Terrible.

Apr

Posted by Daniel

4/27/13 3:38PM

I have been running around for a month trying to get a screw replace in a pair of Oakley glasses purchase at the LensCrafters in Cerritos California. I took the glasses in again two weeks ago and spoke to the General Manager Ruth Agatep, I told her staff had me running around from store to store to find the special screw. I call 7 different stores, and two other non LensCrafters stores, I also called Oakley to find out the glasses needed to be sent in from the store to be replaced. Two week later I heard nothing until I called today, I was told by Ruth that the glasses we fixed in house but the screw was a different color. When I ask when this was done she told me that the lab was in charge of it. I am truly disappointed with the service, and true lake of caring bay a General manager. Ruth you should ask for some training, stand up for yourself. I will never go back to LensCrafters again.

Apr

Posted by carl

4/24/13 3:53PM

I am very dissatisfied with my glasses!!! I went into your Montgomeryville store in Pennsylvania. Got my eyes examined and ordered glasses on March 14 2013. The BIGGEST MISTAKAE I ever made. When I ordered my glasses it was suppose to be 1 hour! I kept calling they acted like they did not know what I was talking about! They would not return my calls either. I called the manager Jim and he would not return my calls either! I finally got temporary lenses in my frames! And then 14 days later they called me and said they had my right lenses! I took the glasses back to the store to get the correct lenses in! But the store was in such disorder that no one would help me! I gave the girl at the counter my glasses in the case and all paper work and told her to get them fix! Three or four days later the store manager Jim called and said they were done! The lenses were not correct still after being told that this set of lenses would be better because they were anti glare.I only wore them five days since I picked them up from having the new lenses put in and on that fifth time the screw on the arm came out and they fell off my face and they got stepped on! I want a prepaid UPS label shipped to me to return the glasses! I will not deal with your worthless sales associates anymore! I want a full refund to me and my insurance company reimbursed! ASAP!!!

Apr

Posted by renmor1

4/12/13 2:34PM

Extemely upset with Visalia, California Lens Crafter's. I had contacts ordered and paid for over a month ago and they seem to only have the right eye. They refuse to call me back and can't give me a ship date. Today they said they would give me half of my order and supply me with a loaner lense until the rest of the order comes in. They changed my prescription in my left eye and didn't even tell me. I had visual problems all day and called them only to find out that they had changed it. Very upset!

Apr

Posted by Anonymous

4/5/13 6:49AM

I walked into Lenscrafters in Burr Ridge, IL and asked the price of an eye exam to renew my contacts. They told me it would be $98. My son had previously been there for contacts and glasses and the exam was the same price but i wanted to make sure before I made an appointment. They were able to get me in right then. After the exam, the girl had picked out glasses for me even though I specifically told her that I would need contacts. I just brushed over that but when I checked out she tells me that my total is $184.00. Almost double than what she quoted less than an hour before. She apologizes for the miscommunication and tells me that she didn't know I would be having a contact fitting. Yes she did, clearly that was a lie. And FYI, there wasn't anything extra entailed for the contact lens. I've been wearing them for over 20 years and brought the box of my regular Acuvue with the size. The doctor gave me a pair of trial contacts, told me to wash my hands and put them in myself. That's worth additional $84?? When I got home my husband told me that I got scammed so I called the store, they pulled my son's account to confirm what he had been charged and told me it was up to the doctor and that they would call me back. When she called back, she said the doctor said due to the miscommunication would allow a $25 discount toward a pair of glasses. However, I WASN'T GETTING GLASSES!! After I told her I was calling corporate she offered to refund me $25 off my fitting. All I have to say is WOW, what a scam!! This was CLEARLY shady! If a customer asks for the price of an exam before making an appointment, they want the TRUTH! I felt like I was scammed and trapped after the exam was already performed. I'm hoping corporate can get my remainder refund for the exam. It is not fair.

Apr

Posted by JR

4/5/13 5:40AM

I need to talk to a Customer Service person or the president of LensCrafters. I purchased my glasses and have taken them back 3 times and they are still not right. When you look to the side slightly everything is crooked. The person that fitted me of course is not there anylonger but the supervisor told me that she would only give me 50% to purchase another pair. These glasses still are WRONG. I had several surgeries during the time to bring them back so time elaspsed. I feel you need to redo my glasses and give me a different pair that the lenes will fit.

Apr

Posted by Anonymous

4/3/13 11:06AM

my boyfriend paid extra for the transitions lenses because he wanted to be able to see properly while driving during the day. the girl that helped him said that they would tint to about a charcoal color in daylight. that would be great if they actually tinted. he took them back monday and a different girl said no they will not get that dark. they will have a very subtle tinit. its so subtle you cant see the difference. paid an extra $100 for something that doesn't work. friends i work with have gone to other eye places and they transitions get so dark i can't see their eyes. apparently lenscrafters is not that great of a place. they lost a return customer and a few new ones. i will no longer encourage people to go there. specifically the lenscrafters inside the west covina mall in southern california. the people are obviously liars that dont know what they are talking about.

Mar

Posted by Bonnie

3/28/13 4:41PM

Hello. Yesterday I had cataract surgery, and today I needed a plain glass lens for the left side of my glasses. I called my local Lenscrafters (Eastland Mall, Columbus, OH) and the clerk said that Lenscrafters would insert the class. However, when I arrived, the manager told me that Lenscrafters would not do it for less than $100 due to "insurance liability." You know, you lost me 10 years ago because of your cheap screws that kept turning green. Now you've lost me for good (and everyone I know) because I drove right over the Eyemart, and Eyemart replaced the lense with the protective coating for under $30.

Mar

Posted by Anonymous

3/27/13 12:02PM

Worst experience - would not recommend Lens Crafters to anyone. The manager on duty at the KNoxville, TN Eastown Mall location (Judy) lied. She guaranteed my husband would have his glasses with 5-7 days this was on March 9th - it is now March 27th and I'm suppose to pick them up tomorrow. Horrible service!!

Mar

Posted by Racially Targeted

3/26/13 8:16PM

I just recieved the worst case ever of RACIAL INJUSTICE at Lens Crafters in Weberstown Mall Stockton CA. There was an African American Man in the store looking at glasses and they assumed he was stealing and the supervisor Chanelle ask around if that guy was with me. I am a african american mother and had me 3 daughters with me. When I approached her to let her know that I over heard her conversation she immediately tried to get upset with me saying I was assuming and that yes she thought he was with me. I had been in the store for 3 hours waiting for exams and presciptions to be filled. Oh and by the way paying $700.00 in cash for all the service. To be treated in a discriminatory way and then charged the way that I was oh yes you can bet that my lawyers is on this ASAP!

Mar

Posted by Rae Moran

3/25/13 12:16PM

I have been dealing wit LensCrafters located at 88 Blanding Blvd., Jacksonvile, FL. Dr. Mack and her staff are outstanding people. I needed more help than they could give me however they didn't give up. They went the extra mile to get me the help I need for my low vision problem. I have no idea what their salry is but they are worth a big raise and notice by corporate office. Loris Moran, Middleburg, FL.

Mar

Posted by Nichole Freer

3/21/13 4:57PM

How do you guys expect to stay in business, I went to Cerritos Mall Store Lenscrafters and Lakewood Mall locations, and wanted to look for new frames and no luck at getting an employee to help me or acknowledge that I was even in the store. I even asked for help. At both locations, so I will take my business elsewhere.
You need to give a class on customer service and or rehire the entire store.

Mar

Posted by " Let Them Eat Cake "

3/18/13 3:14PM

First of all, I like Lenscrafters products and services. I have shopped Lensecrafters for many years... My experience today with your Lensecrafters store, Grand Central Mall location, Vienna, W. Va. was a waste of my time and gas money, as I live approximatelly 35 miles from this location. Time of questionable service was approx. 2:35 p.m. , March 18th, 2013. Asked dark haired attendant if I could order a replacement pair of glasses that I had recently broken ( Brooks Brothers BB 495t- gunmetal ). Attendants were eating St. Patricks cake they got from the bank across the hall ( overheard them talking about were the cake had come from ) and seemed to be enjoying it extremely. It seemed to bother her that I would interupt this indulgence. She took her cake and went thru a door to the back of shop and didn't return for at least 10 minutes. Upon returning she told me the eyeglasses had been discontinued... Called another Lensecrafter store location from website, and they said eyeglasses were avaliable...Whats the deal ?

Mar

Posted by Not Cool LensCrafters

3/17/13 3:11PM

I just bought my eyeglasses from the lens Crafters and was not happy to see I. My receipt that I was charged for a premium package when I wasn't told that I was being charged for that! The doctor was the one who checked off this package without discussing anything about it. The least they could do is refund part of my money and harge me for the standard package and for
waiting for an hour for them. I was told that this package helps reduce smudges! Please! What a crock! It looks like I will be returning them and purchasing them elsewhere from now on. I have been going to LensCrafters for 15 years and his is what I get in return!

Mar

Posted by Daffodile

3/15/13 5:27PM

Dear Lenscrafters & EyeExam:

Once again, I must inform you of the wonderful customer service that is provided by Lenscrafters and EyeExam at the Westside Pavilion on Pico Boulevard.

Your employees are over and above, considering the multiple customers that pass through the front door and whom are helped. Jamie, Whitney and Zoreh are absolute saints and are, hopefully, recognized by you for their efficiency, patience, knowledge, calm demeanor, and humor. Dr. Fleming and Dr. Kalra are super.

But I don't know if you realize that the noticeable reduction in personnel or work hours is in grave detriment to retaining your customers. For example, I observed Ray simultaneously give an eye examination, answer customer calls and assist customers. Pretty amazing. I also watched customers leaving, because all personnel were being stretched to assist multiple people at once. What a shame.

Sincerely

Mar

Posted by snoopy

3/15/13 3:32PM

The Lenscrafters at Clackamas Town Center in Portland Oregon. The store manager named Tabatha was very rude and unprofesional. She questioned my facts like I was stupid and refused to provide the answers I needed.

Mar

Posted by Lester Kern

3/8/13 11:24AM

I will never buy another pair of glasses from Lens Crafters.The last pair of glasses I purchased from Lens Crafters cost over $500.00, and was the worst pair of glasses I have ever purchased. When I picked the glasses up I told the lady they did not seem right,she said I have to get used to them.I never returned to the store, but I was not satisified.I just purchased a pair of glasses from wallmart 429.00 and they are great.I know I should have went back to the store and have them correct the glasses , but I was afraid they would make them worse.Thank You a dissatified customer.

Mar

Posted by Very Unhappy

3/8/13 9:49AM

Customer Service at the Jefferson Mall Location Louisville Ky is horrible.

Mar

Posted by J L Russell

3/8/13 9:47AM

I am extremely dissapointed in the service I have received from your Lens Crafters store # 0429 in Memphis, TN and as a result of the shoddy work I am struggling to see.

Mar

Posted by mern

3/7/13 11:11AM

Can someone in the eyeglass business make lenses and frames that interchange easily so that those of us who wear eyeglasses all the time have the same advantage as those who just wear readers. I am so jealous of those who just wear readers - I would love to have the different color and style choices and I know there are many of us "out here" who would spend the money to get the options at a lesser cost that having twenty different pairs of glasses. Whoever can make them would make a bundle!

Mar

Posted by Never treated this way ever

3/2/13 12:39PM

Just had a nasty person at desk refuse to check my sons last eye exam a second time because she gave me wrong info and wouldn't fax his script...I should've been irate but I held my calmness and asked her to please just verify the last exam she hung up on me not once but twice and when I finally got a nice person it turned out I was right the whole time and she faxed the script. The nasty person was Karen at the Ross park mall in Pittsburgh pa. She should be fired.

Feb

Posted by Irritated

2/27/13 6:40PM

I had eye exam on 1/29, picked up new glasses on 2/7, returned them on 2/12 because I couldn't see straight,re-examine needed, oops, Dr. made a mistake. New glasses came in 14 days later BUT had to be returned due to a broken lens! Now, here it is 2/27, and I still don't have a pair of glasses. There was never an apology, only rudeness because I kept calling as to where my glasses were. This is LensCrafters in Boardman, Ohio. I will never go to LensCrafters again and will be sure not to recommend them to anyone, EVER!

Feb

Posted by Merrill wi

2/26/13 1:28PM

To whom it may concern: I purchased a pair of glasses about 6 months ago and at first they were ok, but then later on they started to make my eyes water and when I went back to lense crafters they said because it was more then 90 days they couldn't do anything about it. So here I sit with a $449 pair of glasses that are of no use to me... You'd think if the prescription was wrong and it was there fault the would make it right.. where has the customer service gone??? Dissapointed in Merrill Wi

Feb

Posted by screwlenscrafters

2/17/13 2:31PM

The lenscrafters in the danbury fair mall in danbury ct. , is suffering from a complete lack of customer service. For the money that luxxotica gets for a pair of glasses(complete optical rape). They should be to afford to hire a manager that isn't a complete moron. Also maybe throw a few bucks at staff that doesn't hang up on loyal customers. I will never use another luxxotica product ever again. I will also do everything in my power to spread the word about the schleps and jerkoffs that operate th danbury ct store.

Feb

Posted by Still blind

2/12/13 9:07AM

Your store in the Perimeter Mall in Atlanta, GA is very unprofessional. The doctors office inside is the main issue.The staff never calls when contacts come in. I always have to call to check. I went back three times and still have contacts that I cannot see out of properly. I am waiting until my yearly appointment to go to another location.Staff does not update address or any other demographic information in the system. Horrible custmer service. I am a health care administrator and would not stand for any of this kind of service in my facility.

Feb

Posted by Fed up in Coral SpringsQSYZ

2/11/13 9:46AM

I purchased two pair of glasses from your Coral Springs location on 1/28/13. I received my sunglasses on 2/4/13 and when my distance glasses did not arrive within 4 days of the sun glasses I called the store and was told that there was a problem. The lab in Knoxville, TN lost my frames and the store had to send out another frame. Today, 2/11/13 I received a phone call from the store manager, that the lab screwed up on the lenses and it would be another 10 days before I received my glasses. In all the years I have been dealing with Lens Crafters this has never happened. My suggestion, find another lab. Obiviously the people in Tennessee are overwhelmed and are hiring hacks and idiots to do their work. According to the people I have spoken to, this is a constant occurance with this particular lab. Go back to making the lenses in house.

Jan

Posted by Anonymous

1/29/13 2:12PM

I love your Customer Service in Myrtle Beach SC office. I was hesitant to return newly purchase sunglasses and I did and was treated so good ..They said "let's fix them"!!! Thank you, Thank you for standing my your promise to exchange or fix the problem within 90days ..I WILL BE A REPEAT CUSTOMER...

Jan

Posted by Anonymous

1/28/13 4:07PM

DO NOT EVER USE LENSCRAFTERS!!!!!!!!!! THEY SUCK. I bought a pair of glasses that had no-line bifocal, transitional, and scratch proof lens. I had purchased these 1 year and 3 weeks ago and the transitional lens are all spider scratched where it looks like a puzzle. I went to Lenscrafters in Carmel IN and was told that it was too bad and that I had to buy new lens. I went into the Lenscrafters with my daughter and spent $1100.00 for 2 pairs of glasses and a little over a year later they say "too bad". Not only is the lady at the Carmel IN office a rude person but she also kinda chcukled at me when I complained. If this is the kind of business that this corporation teaches and stands buy -- I hope you go out of business.

Jan

Posted by Disappointed

1/24/13 9:57AM

I am a very disappointed customer. I made an appointment for a child to get glasses.
I had two other children with me. I had to wait 15 minutes for a scheduled appointment. The women that examined her eyes was very nice and did a great job. When it came time to order the glasses I decided to go with transitional lenses and I asked the women how much and she said $49.00 dollars so I hesitated and then agreed.I decided to purchase an additional pair of glasses. The salesperson told me that one pair was covered. When it was time to pay she said that will be $290.99. I was tired at that point and gave her my debit card.
Now when I look back I feel like I was taken advantage of!
I will never go back to Lense Crafters again. I feel like I was taken advantage of!

Jan

Posted by Anonymous

1/23/13 11:16AM

Your Joplin Lenscrafters cannot get the job done! It has been over two weeks. They called last week to say my glasses were ready (after one whole week) only to find out that instead of regular tint they had made sunglasses. I called them today (one week later) and they hadn't even started on the re-do. I had cataract surgery and i NEED my new prescription. I am very disgusted with your Joplin outfit. I will not be a repeat customer and I will tell my friends about my experience.
Thank you!

Jan

Posted by ANDREA GRIER

1/22/13 10:51AM

I am very upset about the services at Lens crafters Harper Woods , Michigan . My daughter got her checked on 1-11-13 . I was told they would put a rush on her galsses due her eyes are very bad . I have called almost everyday . Some of the sale people who took my calls where very short , maybe because I called so many times . I called this afternoon , and was told . You were on the list to be called . The lens got broke in the lab and its going to a delay in getting her glasses . I wish I would have never went there . I don't like the fact that glasses must be paid in full in order to even get glasses start . Smaller eye glass and even larger places will let you pay half to get glasses started and the rest when you pick them up . My insurance pays a good amount also . I was going to make appointment to have my eyes checked and purchase glasses . But I will never go to any Lens Crafters . I will never recommend Lens Crafters to anyone . If I am asked about Lens Crafters , I will tell anyone and everyone to stay FAR , FAR AWAY . I also was going to pay for the extra insurance , but I will not be giving another penny to Lens Crafters . I sholud have recieved a telephone first thing this morning . But no I had to call to check on the glasses and that is when I was informed that it will now takmore days . I AM VERY , VERY UNHAPPY !!!!!!!!!!!!!!!! NO STARS !!!!!!!!!!!!!!!!

Jan

Posted by miffed

1/11/13 10:38AM

How can you afford to continue loosing business like this? The horrible customer service I got was enough to send me packing to another store the next time I need glasses, because I had to wait for 3 hours to get waited on after my exam. Now, when I call to find out if my glasses are ready I get disconected or the person answering just forgets the call. I've been waiting for two weeks for my glasses, and I have a feeling that they are not the correct perscription because my perscription has never been so high as 175. If that be the case, I will be returning them and insist on a full refund. Lenscrafters used to be a great place to get glasses. Do yourselves a favor and hire some competent people. What happened? Do your customers mean nothing to you anymore?

Dec

Posted by Anonymous

12/22/12 6:33AM

As a long time customer (years)of Lenscrafters in the Catawba Valley Mall, Hickory NC I cannot tell you of the frustration experienced in my last two visits. Someone replaced all the competent, experienced long serving staff with people who absolutely had no idea what they were doing. After getting my glasses (two trips to get the prescription right), I went back a couple of months later to have someone adjust the nose piece. After waiting an hour, I was told by the lady who served me that she had not been trained in that aspect of her job. I was just incredulous! She spent 50 minutes with a person getting their order and prescrfiption ready for the techs. The tech had to finally become involved to end this. Several customers left (there were only two people working for Lenscrafters). I just said, this is my very last visit to Lenscrafters and took my maladjusted glasses and left. Never again will I enter that store.

Dec

Posted by Sue in Atlanta

12/10/12 6:54PM

What a rip off this place is...I went in to get glasses because I was tired of buying readers at the pharmacy and I needed to get a stronger strength. I didn't know which strength I was using. I had the exam at the store and picked out frames. They talked me into the lens which are three lens in one but I couldn't wear them so I went back for just a single lens prescription. Between the lens, the frames and the exam it cost almost $500...after wearing them for a few months they started to really hurt my eyes. Every night my eyes would burn. I went back to see if perhaps they were too strong. I brought with me my $10 readers to compare. It seems my readers from the drug store were only a #2 strength. The $500. glasses that I cannot wear are a #2.5.......They never told me that I really didn't need prescription glasses at all. All I needed to do was go up another strength in the cheap readers. I was past my 90 day warranty even though I paid extra for a years warranty (that's only for damage) so I'm stuck with an expensive pair of nothing but reading glasses that I can't use. I just ordered new readers online from Moraleyes.com and paid $20. plus $2.00 shipping...they work like a charm....Don't be cheated by this company if you really don't need prescription glasses...

Dec

Posted by Anonymous

12/3/12 11:38AM

I have never been treated so rudely in my life. What happened to customer service? I will never enter a LensCrafters store again and will tell everyone I know about my very bad experience.

Nov

Posted by overcharged

11/28/12 6:39PM

I recently bought a pair of glasses at lens crafters with high index plastic and the "transitional" lenses. The glasses' frames and lenses together cost about $500. I am perfectly happy with them. That's not my complaint.

I wanted a pair of round "John Lennon" type frames. Lens crafters didn't have any so I ordered a pair online-no big deal. But when I took the frames in to get EXACTLY THE SAME LENSES they wanted to charge me $605.41 JUST FOR THE LENSES. I was shocked.

I ask them how just getting the lenses could be over $100 more than the lenses AND the frames. I was told it was due to a "discount" getting the two together. I talked to a manager about the madness and nothing changed.

Hey-it's a free country. They can charge what they want. I also CAN GO ELSEWHERE.

I walked across the mall to a place called Vision Works and got the exact same lenses-high index plastic, transition, ect-at under half the price. Even with some sort of polish and anti glare add ons the cost was under $300.

I no longer will be a customer of Lens Crafters and I will tell everyone I know to avoid that rip off joint.

Nov

Posted by Anonymous

11/26/12 9:21PM

I am not surprised to see that I am not the only one that has had problems with Lens Crafters. I purchased a pair of progressives a month ago. They could not put the anti-glare on the glasses there, it would be 10 business days for that. They did not have the brown tent for the transition it would have to be sent out for that. My next issue with the glasses was I was never able to get them clean. I had to purchase a cleansing cloth from them, after paying $500.00 plus for the glasses they can't even provide you with a cleansing cloth. Well this cleansing cloth had a defect and scratched the glasses badly. Then the next issue was I have two starts at the start of the progressive in the inner part of the lens. Which interferes with my vision a great deal. So, I took the glasses back to then and ask if they could check them. Oh, yes we can. Well for have the price I already paid, so for another $250.00 plus they could fix. I was outraged. Well they did not know what the other Lens Crafters did and was unsure of how to proceed other than charging me for more lenses. I asked about my 90 day return policy. Oh, well yes you could do that. So when I told her I wanted to return then and be refunded for my glasses. Oh, well we do not have the money to return to you in the store. She called another store in the same city, Baton Rouge, La. They did not have the money either. Well she said just come back and check on another day to see if we have it. Called another Lens Crafters and they do not have the money to refund me. What a ripe off this company is. I am going to report to BBB if not resolved this week. I need glasses and need my money refunded to go to Wal Mart and a good pair of glasses made with the anti glare, scratch protection and $200.00 cheaper. So unhappy and will never go to Lens Crafters again.

Nov

Posted by Me

11/26/12 6:41PM

I got the Lenscrafters Credit Card sponsored by General Electric. Huge mistake. Lenscrafters opened 2 credit cards, then put my payments on the card they closed, reported me to the credit bureau for 2 late payments that I did make and I am now having trouble within my 90 days period returning the glasses as they don't know which card to credit my return to although 1 account they supposedly closed.

DO NOT USE LENSCRAFTERS AND DO NOT GET THEIR CREDIT CARD

Nov

Posted by Anonymous

11/26/12 10:36AM

Lenscrafters..Why do I have trouble ordering glasses with your company?Is it the help" I have wasted again a month when the glasses finally came it was all wrong..I did this once before and had the same problem about a year and half ago,I am spending over $500,00 each time and then I have to get credit back to my account.Why cant't your employees get this right?

Nov

Posted by KC

11/21/12 1:18PM

Was visiting Clarksville IN recently on a work trip and went into local LensCrafters and was greeted and helped by Shannnon that quavery helpful. She called doctor as my bifocal prescription was not on paper copy and got it straightened out- I ordered glasses via phone a few days later and asked them to shop to my home in Arkansas - followed up today (10 days later) and they had arrived today and I asked they be expedited to my home as she was unclear on whether to mail! Again not sure why the confusion but she was adamant about not being able to do anything about expedited shipping even though it was past deadline on when tet were supposed to arrive! My wish is u give your employees to ability to make a decision on when its the right thing to do for customer due to not meeting customers expectation

Nov

Posted by Harris

11/7/12 9:20PM

My husband and I went into the Lenscrafter store located in Salt Lake City, Utah Downtown and ordered two (2) pair of glasses - one pair of regular glasses and one pair of reading glasses. We were promised the reading glasses the next day but when we called, the glasses were not ready to be picked up. Upon waiting another day, a call was placed to the store to see what was going on and was informed that the machine was down and they did not know when the glasses would be ready. This is the reading glasses only. We were informed when the order was placed that the regular pair of glasses would take about 7 -10 days which we understood.
When speaking to the Store Manager, I was informed that he would give up $100 back if the reading glasses were not ready by 5 pm that day and he would call and let me know and then, he would like into providing us another refund because of the inconvenience and time it was taking. Call was placed to me at 4:48 pm to inform me that the reading glasses were ready for pick up but when confronted about the refund due to the inconvenience, the Store Manager back out on any money back. At that point in time, my husband and I proceeded to go to the store to pick up the reading glasses and talk with the Retail Manager about what she could do. Retail Manager declined any refund of any kind. I made the decision to cancel the entire order and request full refund. From my experience, I am very unhappy with the service and the breach of promise which was provided to me when requesting compensation for the inconvenience.

Nov

Posted by dianne

11/1/12 9:45AM

I am very disappointed in the Lens Crafters in Albany Georgia.
I have been trying to get a replacement pair of glasses for 4 weeks, the manager Candance has repeated given me incorrect info. I called Corp. Customer Service and spoke with DeWan. He had spoke with Candance and was told I had been left a message 2 weeks ago to come in.
I called Candance and she stated she had been out 2 weeks because of an accident and that Sherri had called me. this was not so, I know I spoke to Candance a week ago. I went into the store today and told them Candance said I had to come in. No one knew why I had to come in. I did speak with Sherri and told her what I had been told yesterday by Candance. I told Sherri I knew what she told me two weeks ago, prior to her going on a trip. Candance has not been truthful during this whole time and it appears to me she is putting this all off on Sherri. Sherri has helped me several times and has done exactly what she told me she would do. There is some major issues with the Manager there, for her to tell me she had , had an accident and had not been to work for 2 weeks and that Sherri called me , to tell me to come in 2 weeks ago. some one needs to see what is going on at that store because management is not good.

Oct

Posted by Complaint

10/18/12 2:13PM

I was in car accident and my glasses broke. I called Lens Crafters in Norridge Illinois to fax over my script because I had to get new glasses and my insurance was not going to pay again since I just purchased them in March. So I looked around for cheap frames and lenses. I called and spoke to Barbra and she said give me a minute and I'll fax it over. 40 minutes later I called back and Marie answered and I explained that I have been waiting 40 minutes and Barbra has not sent it. Marie was nice enough to pull it and fax it over. BUT I know I wear bi-focals and it was a plain script. I called back and spoke spoke to Marie again and told her the script she had faxed over was not for bi-focals. I know I wear bi-focals. She looked again and sure enough it was for bi-focals. She stated that it was hard to see and re-faxed it again. I had given the first script to the lady at Costco and she wrote it up and I paid for it. When she was going over the charges, I questioned the bi-focals because I was not charged. I gave her the broken glasses that I got from Lens Crafters and asked if I had bi-focals. She checked and said yes. So everything had to be re-done. If I didn't catch it I would have had glasses that would not of helped me at all. The customer service and the lack of attention to what they are doing makes me question as to if they know what they are doing. I paid a lot for my glasses from them and after going to Costco I realized that the glasses I get from Lens Crafters cost a ton more then the ones from Costco ( same designer) cost me half without insurance. You need to teach your associates customer service because if they didn't screw up I would of went back to Lens Crafters when my insurance kicked in again. No way now. I feel they are incompetent.
I have the 2 sheets

Oct

Posted by Anonymous

10/15/12 2:20PM

As an advocate of great customer service of which I am often proud to share with others, I am saddened by the lack of it at the Penn Sq., Oklahoma City location of LensCrafters! I can't remember the last time I've seen such a flagrant disregard of human kindness much less professionalism! Tim is the person who ultimately was assigned to assist me. Originally Eric whom I now understand is that store's manager first helped me however it felt as if I just wasn't abke to close a deal fast enough, so he moved on to other business. Once I selected a frame, this Tim that was quick jump in to be a more aggressive "closer" was putting the sale in the computer before I was asked about my choice on any of their lens or additional options and proceeded to select only the highest premium lenses as well as warrantees and other add-ons that I had not even been aware of! When I questioned the sale price which seemed unreel, he became very agitated and rude! He also kept digging for more of my personal information like date of birth and social security number as well as home address and email etc. and yet I continued to explain that it was my husband's name on our insurance. He alreadyhad that information and proceeded to make a note of mine information separately anyway. When I continued to press and ask why was this necessary also, he became more hateful which is when I called my husband and told the sales person I just wanted to make sure I wasn't missing anything because what he was saying didn't line up with my insurance and I didn't like his condescending tone at me and him being so unprofessional was not okay. Then finally this Eric guy came over and whispered to him to go help another customer. They left me sitting with no explanation and I finally left. I later called the customer service department at the LensCrafters corporate. Offices and after trying to explain My circumstances, frustration, and concern for my personal information being violated, I was on hold for an extended time, until ultimately disconnected. Therefore I'm leaving this comment as another opportunity to file this grievance and secure my personal information!

Oct

Posted by Michelle Ramirez

10/15/12 9:39AM

I have spent two days with the lens crafters in winter garden Florida the staff was nasty and the frames were all wrong and the prescriptions were wrong we had lenses exposed from the top and were told that how it goes they then said they would repair and left the glass on desk overnight blaming each other for not placing in tray correctly I will never go back or recommend the service was terrible along with they need lessons in customer service

Oct

Posted by Sheng

10/8/12 10:53AM

My family went to Lens Crafters in Hawthorne Mall (Vernon Hills, IL) last Saturday, Oct. 6, 2012. we had a very poor customer service from one of their associates there named Tiffany. First of, she was not even trying to inform us on how we can apply our eye insurance.and when I asked her a question, all she just anwered back was yes and no, no explanation at all. She was not very helpful in findingwhatwe need and she evenlet us wait forso long and when she come back to help us, she justend up uselesss at all because you can't get any helpful information or suggestions from her. I End up just returning the glassessI ordered that day because I felt like she just not willing to give me the help I need with my insurance. It seems like just because I'm applying it to my insurance and paying the whole amount, The associates didnt pay more attention on the infromation I need. I tried to get help from the manager in charge that day, And I got the same attitude from him. not only they letme and my family wait for so long, they also made us feel discriminated for trying to use most of our insurance coverage.

Oct

Posted by Anonymous

10/5/12 7:47PM

I called your store in the Provo South Towne Mall this morning to ask if I could get a nonprescription glass in my readers and my sunglasses. The girl on the phone said yes I could. We drove the 60 miles and handed them to the man who offered to help us. When we came back to pick them up, the readers were fine, but the sunglasses had a plain, untinted lense in them. I told the clerk I had specifically asked for a tinted lense in my sunglasses and he replied "It must have slipped my mind." In six steps to the lab? Who would put a clear lense in sunglasses? Surely the lab tech could see that wasn't right. What kind of employees do you have?

Sep

Posted by Anonymous

9/26/12 8:47PM

On September 23, 2012, I went to the Del Amo LensCrafters store number 5713. I purchased a pair eye glasses and a pair of sunglasses. I was told that the sunglasses were going to be ready the next day. I arrived at the store at 11:00 a.m. only to be told that the sunglasses would be ready at 12. Arriving at the store at 12, I was told the lab tech didn't show up for work and they would be ready the next day. I called the store the next day, the lab tech (Eric) told me that no one told him to do the sunglasses. I was told that they would call me the next day, no one called me so I called them. Now I'm being told that they don't have the lens they will call me tomorrow, I hope so. LensCrafters didn't waste time taking my money but I'm having a hard time getting my sunglasses or good customer service. Day 4 and waiting.

Sep

Posted by Anonymous

9/24/12 4:50PM

I work for Humana Insurance. I have noticed some difficulty with small print and went to your Arizona Mills Location today. I informed the DR, DR Irene, that I was CHOOSING, (which is the patients right), to have my eyes dialated or photographed. He informed me that he legally -could not take the liability and that it was his way or no way. He refused to perform a basic eye exam. I have spoke with legal counsel here at Humana and understand that Neither DR Irene nor Lenscrafters can require that the patient have their eyes dialated. Just a way to make more money I suppose. I have rferred this to my own legal counsel now. Judith Ryan

Aug

Posted by handwritten

8/23/12 9:19AM

I purchase glasses from ur company back in July had a problem and I thought it was resolve

Bought glasses in July had a problem not getting my receipt and the lenses from the frame the popped out to replace with prescription lenses. That was resolve, I did receive in mail because I live about an hour and half from Campaign Illinois I live in Kankakee, Illinois
The problem is when I got the envelope withe receipt and lenses it was hand written with the employee name and address for the return address I thought this was strange it should have been lenscrafter return address not the employee of lenscrafter.In all honesty I thought this was unprofessional I feel my privacy has been jeopardized.

Aug

Posted by handwritten

8/23/12 9:19AM

Aug

Posted by Anonymous

8/23/12 8:56AM

Store #0220
I placed an order For a frame at store 0220. I have been calling back at least 10 times to check on it's status, no one seems to have an answer, there is one employee his name is Mark, has answered the phone call twice, each time he did not deliver the customer service in his professional manner. I'm sure lens crafter is a big name in the industry and I have had excellence service at different location. I am very disappointed with the customer service at this particular location.

Aug

Posted by Oakleyman12

8/13/12 8:39PM

I had bought a pair of Flak Jacket Oakley Sunglasses Prescription I had spent 469.00 on the lenses and the frames. two weeks after I had bought them I noticed a big scratch on the top of the right lens. I went into the store in St Cloud Minnesota, to buy them and I got the 1 year protection plan on them the sales manager told me how to clean them, and I said, "Can you use regular windex on them?" His words was, "Yes you can use anything on them with the polarized lenses." So I got the lens replaced. Had to pay 25 dollars for a copay, and I was never informed of that when I got the warranty. Also the employee who put in the new order for the lenses was a new employee. She stated, "That you will get your lens replaced within 1 hour. I said, "Okay Fine." Now being that the lens I have has a strong prism in it. The Lab manager who I don't remember the name of was telling me that it will take 7-10 business days to get it replaced. Now I am getting two different answers from two different people. And why should I have to pay the co-pay by getting the runaround from Lenscrafters and not getting the correct information on how to clean and getting proper warranty information. This is not the end of my problem with lenscrafters. On 08/13/12. Today I had noticed a big scratch in the middle of the lens again. So I went back to Lenscrafters to have them look at the lens to see if it was a scratch on it and sure it was. So the new employee who I also don't know the name of took my sunglasses in the back of the Lab to have the lab tech. look at them. I had seen her pull out the lens of the flak jacket and I heard the lens drop to the floor. and she picked the items up quickly, then she came out on the sales floor and asked me, "Did you break off this nose piece?" I said,"What are you talking about?" She said," That I don't know what happend but, when I pulled the lens out the nose piece came out and this fell off. This employee was trying to get out of what she did, because I know of another store in this mall that sells the same item and I asked the salesman at that store, "If the frames are dropped to the nose pieces break like that?" He said, "No those frames are very strong and it would take a lot of force to break them." I agreed. So the employee at Lenscrafters broke my frames. I know she did and she lied to me. And I she also said that I would get my frames replaced within and hour. But, I had to pay another 25.00 copay on the lenses. which I understood at the time. Then I asked the new employee if I could speak to the lab manager and she came out and she states that you have been in here several times to get your lens replaced and she rudely in her tone of voice said, "That you need I stop spending your money on your sunglasses, because sunglasses scratch all the time and you are wasting my time and yours as well. I was pretty upset because I had spent over 1000 dollars to them for regular Oakley's and the flak jackets. And I explained to the lab manager that I never pull my lenses out of the flak jackets because why when I don't have any other frames to switch them out. So wrapping this up in a nutshell I am going to file a complaint with the corporate office to see if I can get some type of compensation, for the inconvenience and as well of the lack of knowledge and the rude employees of that store and poor customer service. At this time I would not recommend this store to any Patient that is going to get prescription glasses, Because they will break your frames and give you wrong information.

Aug

Posted by Jim

8/11/12 4:15PM

LensCrafters West Farms Mall Farmington,Ct. I have never been in a store with such poor customer relations. Store manager Crystal Sullivan is VERY rude ! Seems she was upset because she had to come to work on a Saturday. And with a crowded store to have the sales people Ask "who is next" Really ??? The the customers look at one another. Lost repairs. I saw one customer that had brought her glases in to have a screw installed on 8/9/12 she was told to leave them. Then on Saturday 8/11/12 when she went to pick them up store personnel could not find them she was very upset ( I was standing next to her) When they were found and the sales associate opened the case a screw fell out and she said "they were never fixed" at that point she said she would NEVER come back to LensCrafters again as will I.

Jul

Posted by Anonymous

7/22/12 11:04AM

I paid for prescriptions that didn't work. Starting in late August 2011 or it could have been early September, I had what I thought was a thorough and excellent exam. Two weeks later, I discovered that I couldn't wear the glasses because they made me dizzy; it wasn't a question of whether I wasn't used to progressive lenses because I have been wearing progressives for a long time. So I went back to Lenscrafters and was offered another eye exam, which led to a different prescription than the first. I thought this was strange since my eyes have not changed much in years, even with peripheral cataracts that have not gotten worse (i.e., no cloudiness as yet). Two weeks later, I went to pick up the glasses, which worked much better but something was still wrong with the prescription. I had to leave the glasses with Lenscrafters for a month because my husband and I were going on our first vacation in two years. When we returned in late October, I had an exam by my ophthalmologist; his prescription was much like what I normally get each year, and drastically different from what I got from Lenscrafters. I had the prescription filled and found the glasses were great but soon realized that the bifocal part didn't work. In fact, I misjudged a curb when stepping off it - never had happened before with my previous glasses - and fell into a major intersection, was bruised but luckily not hit by a car. I went back to Lenscrafters and the person there tried to show me hold to read with them. I was given the impression that nothing was wrong with the glasses. So, for months I fretted about my vision. A few months ago, I went into a different Lenscrafters location and was told the prescription had been filled correctly, EXCEPT that most of the bifocal area had been cropped. I went back to the original location and the glasses were finally fixed correctly. What is really appalling is that even though I contacted the online customer service and had a dialogue, I felt like I was communicating with a sounding board. I guess Lenscrafters no longer cares if I am a valued customer. I never even received an "we are so sorry" comment. Nada. My next step is going to be more public.

Jul

Posted by Anonymous

7/11/12 4:08PM

I purchased 2 pair of frames and lenses and one pair of lenses for myself and one pair of lenses for my husband on July 2. I had to make a return trip for one pair of frames and lenses and the lenses for my husband that day. On July 7, I received a voice mail that my lenses had arrived. I went in July 9 and asked if they knew when my other pair of frames and lenses would come in. They did not and i would have to come back in about an hour for my lenses (in my frames) which I did. I then received a call July 10 that my frames and lnses were in. My husband was going to have new lenses put in two other pair of frames but he refuses to go back to Lenscrafters now.

I am writing to tell you this because I have never seen such an inefficient and ineffective office before and I have done business with this particular office in the past. Customers have to wait an inordinate amount of time; customers wanting to purchase glasses are given better service than customers picking up glasses but only slightly. Visiting this office brings to mind the old saying that the right hand doesn't know what the left hand is doing. I still need to collect my last pair of frames and glasses because I have been there twice today and waited for over 15 minutes each time and not a single employee acknowledged my presence and I had other errands that I needed to perform. Once I have collected my last pair of frames and lenses, I will not return to Lenscrafters in Fresno. Surely losing customers cannot be considered good business, especially in these poor economic times

Jul

Posted by showard92

7/5/12 2:24PM

I returned sunglasses on 4/30/2012 and waited 58 minutes because only the manager could do returns. I am AMAZED that this is the way your company handles there customers. The Lenscrafters I went to is 2278 Cobblestone Village in St. Augustine Fla my receipt number is #613538670 store number #22787