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2.2 369 Reviews

LensCrafters Complaints Summary

104 Resolved
260 Unresolved
Our verdict: When using services from LensCrafters with a poor resolution rate, be vigilant. Understand the common pitfalls other customers have faced. Prepare thoroughly for any interactions with their customer service, and consider alternative solutions if your issues are not addressed satisfactorily.
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LensCrafters reviews & complaints 369

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11:28 am EDT
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LensCrafters glasses

I purchased by rimless glasses at Lenscrafters in Orange Park, Florida. I have had them since January 2013 and they started cracking on both sides at the screw area. I took them back yesterday and I experienced a rude employee. I stated that the glasses must be defective because cracks are on both sides exactly in the same places. I was told no they are not defective or they would have cracked in the first 90 days. My glasses were over $500.00. My insurance paid around $268.00 and I paid the balance. So $500.00 glasses last less than 8 months? I am very disappointed . Not to mention that this could be a safety issue. Between my husband, myself and my son we have purchased "9" glasses at Lenscrafters. We have not had any problems with any of them until now. We will not be a returning customer nor will we recommend Lenscrafters. I work for a doctors office and we practice very good customer service and will do what it takes to make our customers happy and returning customers. Lenscrafters has very poor customer service.

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Update by vtpadgett
Jul 26, 2013 10:18 am EDT

I would expect for repairs on a car 11 yrs. old to be on me or a house 23 yrs old but we are not talking about houses or cars or electronics we are talking about a $500+ pair of glasses lasting 7 months on a loyal former repeat customer.! I understand warranty issues but I also know that exceptions are made to keep customers happy and returning. To bad it wasn't your $500.!

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5:31 pm EDT

LensCrafters sales pressure

Let's say you need basic transportation. A small (comparatively) inexpensive car will do the job of getting you from point A to point B, and you tell the salesperson you can't afford anything more than that. Should the salesperson relentlessly insist that you buy their most expensive luxury model, or give you what you need? LensCrafters is like that: they will push THE MOST COSTLY products they have (both frames & lenses, especially lenses), telling you this is what you MUST have. I wear "progressive no-line" eyeglass lenses. They came up with a price for these lenses (with glare coating, scratch-resistant coating, etc.) costing $650.00 PER PAIR! I told them I COULD NOT AFFORD such lenses, especially since, like many middle aged people, my prescription will change again in a year anyway! Please also note: a pair of regular frames can EASILY cost $150.00 or more: now, a complete pair of glasses can cost me $800.00! I have no vision insurance, and I'm not on Medicare or Medicaid, you know, "screw me and the rest of the uninsured". Can't Lenscrafters understand that eyeglasses are not "Beverly Hills or Palm Beach" luxury fashion items for the wealthy, and provide reasonable prices on lenses? Here's the last (the beauty) part: no "one hour service"...10 TO 12 FREAKING DAYS to order the lenses. Bend over and get kicked folks!

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11:10 pm EDT
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LensCrafters charge me twice

I ha a worse experience with this store. I went there March 30, 2013 to replace the lens of my existing frame. The guy who assisted me is way too obvious not knowledgeable with what he was doing. I was patient waiting for him to process thing without even explaining to me the details but i thought he must have known what he's. So on April 13th I went back to pick up my eyeglass and i was so unsatisfied! The lady could not say anything nor she did not even bother to advice me what to do. I went of the store and thought of calling the customer service and told the rep of my experience, the what the rep told me was to go back in the store and ask for refund so i did that. The guy who process the refund said that yes, everything will be credit back, $181.00 will be refunded to my credit and after 5 days i was shocked because i saw my staement that i was charge again for $181.00 wtf! Who would be happy with that ! No wonder my current optometrist could not process my eyeglass bec my insurance record shows that it's been exhausted for the year but the actually is LensCrafters did not cancell the claim, in fact they must file the claim twice since i was charge twice.
They should train the people well, doing clerical job does not require you to be a genius but make sure you just have to know what your job is because it's a huge mistake to charge customer twice.

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12:51 pm EST
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LensCrafters poor service practice

I need the address of their home office so i can send a detailed message about my dissatisfaction with this store. I have been a customer for 30 years and so many changes have been made for the company benefit with no regard for their employee's or customers. Recently bought lens' and frames for over $400. 00. I tried to call them one evening to check on my purchase and no one answered, i was just disconnected without even a voice mail to take a message. I was later told that the store was very busy and no one could answer. Also the day i went in to make a purchase 12 - 26 - 12 there was only one woman in the front, on the phone, and i was told that someone would be with me shortly. Shortly was 20 min. Later. When i went in yesterday to pick up my glasses, there were only 2 front employees helping people buy glasses and i wanted over an hr. To pick up my glasses, since they were already paid for in advance - which is their policy. I have been dealing with a wonderful employee, duane truskjlaski, a very kind, polite, helpful, knowledgeable person - if not for him i would have demanded my money back and left the store. I will never go back;alot of people waiting said the same thing. Not enough help in that store and the employees were obviously way over worked and they somehow kept a professional demeanor, i don't know how. Big kudos to duane. He should be the manager and get a big raise as an extremely valued employee. Maryann paradise - past customer. [protected]

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7:17 pm EDT
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LensCrafters salesmen lied!!!

Buyer BEWARE! Two salesmen lied to me. NO CUSTOMER SERVICE. Do Not Shop at LENS CRAFTERS STONECREST MALL. I bought two pair of prescription glasses. One pair were sunglasses. The sales man talked me into a pair of Maui Jims. I had never heard of them but he raved. His name was Andy. His words were "these are the last pair of sunglasses you'll ever buy", he told me that the were virtually scratch proof but if I ever had a problem, bring them back and Lens Crafters would send them back to MJ and fix or replace for free. For $400 for a pair, I thought that was reasonable. Well, couple of months and lots of scratches. Took them back and MJ did replace them. A few months later, same thing. I took them back to Lens Crafters at Stone Crest Mall and they asked if I had some "protection plan". I told them what Andy said and the shipped them off to MJ. MJ sent them back and said it would be $400! Are you kidding me? Chris at Len's Crafters told me "Yeah, we heard that Andy told a lot of people things that he shouldn't have, he has since been fired". Well, how does that help me? Where is the customer service? I went to LC to pick up my scratched lenses and Bilal (another salesman) told me that Andy wasn't fired, he quit. So now there are TWO ars at Lens Crafters. They basically sent me on my way. Spent over $600 with them on two glasses and I get stuck with scratched glasses. Will never shop there again.

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6:21 pm EDT
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LensCrafters substandard product

Have purchased glasses for over 20 years from Lenscrafters. Purchase price was over $300.00. After getting glasses home I didn't need them for six months. Opened the case to wear them and discovered both lens had stress fractures. Took the glasses back to the store and was advised that I had left them somewhere too hot. After advising they were stored in my desk, the next excuse was that I dropped them but examination of the frame showed this didn't happen. The next excuse was I should have brought them back in 30 days where another examination showed the glasses had never been worn. Was advised it would cost over $200 for the replacement lens. When I asked to speak to the manager, was advised she would be in later in the day and I could come back (I live 90 miles from store!). Not going to any Lenscrafters again.
Vern

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Rocka
, US
Jul 23, 2012 7:41 pm EDT

Right, the old, i just opened my case and they were broken. I didn't do anything to them. geez.

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2:10 pm EDT
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LensCrafters broken glasses

I have recently become homeless and late one night as I was walking the streets I was attacked and beaten up which resulted in my glasses being totally destroyed. I had purchased these glasses at LensCrafters last year( an eye exam, new lenses and frames) for 325$. When I let them know of my situation, can't see more than two feet in front of me, they told me my warranty had run out and there was nothing they could to do to help me. The only time they helped me was when I had the money to pay, now I'm broke and they turn there back on me and ignore me. They will never SEE a dime of my money ever again.

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ANNonymous25
, US
Jun 15, 2012 10:05 pm EDT

What were you expecting? Do you think you can walk into a store and demand a discount or item for free just because you want it? Grow up. It's not a store's responsibility to give you something for free. Try a church or the Lions Club or social services to get help with paying for glasses. Or medicaid.

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1:29 pm EDT
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LensCrafters bad service bad eye exam almost had eye surgery.

Danger, Lenscrafters is very dangerous. You must be very careful when ordering glasses from Lenscrafters! This is an organization that will not accept any responsibility for there errors. The employes who work there are experts at finger pointing at each other let alone the at the Doctors of Optometry that are attached to the store but are not a part of the official Lenscrafters store. The doctors are independent of the store, yet the employees of Lenscrafters are very willing to point the finger of blame at the doctors.

Here is what happened. Once a year I go into Lenscrafters for an eye exam. I have been doing this for over twenty years. I started going to the Lenscrafters in Milwaukee; and when we moved to Palm Beach several years ago, I continued to use Lenscrafters
in West Palm Beach Florida, at 1900 Okeechobee Blvd The whole idea was, that as an organization that has the ability to retrieve records from any location, there could be some semblance of continuity between the stores.

I went in for an eye exam on Jan 20, 2012. I was seen by Dr. Michael Nason O.D.
I was informed that I now had minor cataracts and there was a slight change in the prescription. So I went in to the LensCrafter store and ordered the new lenses. I wanted to hold off on getting new sunglasses until I was satisfied with the prescription. About a week later, I was informed that the lenses were in and I could come in and pick them up. At that time, I ordered some very expensive Ray Ban Sun glasses. Also at that time, I was convinced that a progressive lens would be best for me. I said fine and they were ordered.

When I got the new regular glasses, not the sun glasses, I thought that my sight had, in fact, declined to a point that I needed to go to the Bascom Palmer Eye Institute in Palm Beach Gardens to see if I did in fact need eye surgery. I saw Dr. George Fortun and was examined at length. They said that no, I did not need surgery at this time, but maybe in a few years I would need some surgery to correct some floating cataracts, but not at this time.

I then went back to Lenscrafters and picked up the new sunglasses. At that time I complained that I thought something was very wrong with the clear glasses. I was told that it would just take time for my eyes to adjust to the new prescription. I put on the new Ray Bans for the ride home. It WAS A GOOD thing that I had My old sunglasses because I could not read road signs or see other traffic.

I went back to Lenscrafters and told them I could not see out of the new RayBans. The employee said some people just could not get use to progressive lenses and they would change them for me. At that time I complained again that I was not seeing that well with the new clear glasses. Again I was told that it was just my eyes getting use to the new lenses. About a week later the New RayBans, with regular bifocal came in and I could pick them up. I did and this convinced me that I needed corrective eye surgery right away as I could not see clearly with any of the new glasses.

I called Bascom Palmer Eye Institute and tried to schedule and appointment to set up an eye exam to schedule surgery. I could not get in to make an appointment until April 30. and was told that it would take some time to get on the surgery schedule. I am leaving to go North on May 11th so I decided to have the surgery done there.

That evening in an effort to watch television, I thought I would try one of my older pair glasses. I just about fell off my chair when I could see the TV very clearly. What was going on? My old glasses worked much better than the new ones.

I went back to Lenscrafters and asked to have my eyes reexamanded. When asked why, I told them that I just could not see with any of the new glasses. The sales women said that I had to fill out some paperwork and she had to check the new glasses against the new prescription. That took a long time. I then made an appointment with Dr. Nason.O.D. for that friday.

When I arrived for the 11 AM appointment, the doctor’s assistant informed me that Lenscrafters would have to re-examin my glasses even my old ones, that were also from Lenscrafters. I told them that this had already been done two days ago so that I could make the appointment. I was informed that this was the procedure and could not be deviated from. So my wife and I sat there for the better part of an hour. The manager of the Lenscrafters store finally came over to us and, GET THIS, informed me that there were a number of prisms that had been left out of the lenses, somehow they had been left out of the prescription. I asked, “How is that possible?” I have been getting my glasses from them for 20 years. The answer will stun you! “ We are only human, we all make mistakes.” They would have to remake all the glasses again. I tried to tell them that I almost had eye surgery because of this mistake. They were sorry but it does happen!

I got the clear glasses right away with the prisms and it was better. A week later the New Ray Bans came in and once again I was in the Lenscrafters store and the sales woman gave me the new sunglasses and asked me how they were?
I told her that I could not see out of the left eye, I could not focus on anything. She said that it might take a while. I told her that I was not falling for that old phrase again. She took the now third pair of RayBans and checked them. You guessed it. She informed me that they were defective, the prisms were in the wrong place in the left lens. They
would have to remake the lenses. This would make the fourth pare of lenses, of course the first two would not have worked because of the total lack of prisms.
I am still waiting for the New Ray Bans and it is now April 6th.
To sum it up be careful. I got the wrong diagnoses from the Dr. So the prisms were left out of two pare of glasses, I almost had eye surgery because of it, and the prisms were incorrectly placed on the third set of RayBans. Glasses in about an hour, I don’t think so. You should think twice about going to this store. Not all LensCrafters stores are the same.

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asteyn
, CA
Oct 28, 2012 8:10 pm EDT
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I am wearing contact lenses for 27 years. Lenscrafters are misleading customers. They quoted $99 for an eye exam. Once I have paid $99 fees and had my eye exam done. I was informed that I have to pay another $99 plus buying at least 6 months supply from them and have my lenses fitted by the doctor. They refused to give my the contact lens presciption without the additional fees. We were very disappointed and upset with this service from Dr Bishop and Assoc in South Centre Calgary. We left after paying $99 without the contact lens presciption. NOT RECOMMENDED!

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Doris Kramer Meyer
Mendota, US
Aug 17, 2012 5:45 am EDT

I have always had good service and product at Lenscrafter for 10 years. I took my glasses in for new eye pads, which I do on occasion. and the employee ripped off the whole eye piece holder along with the pad. This was definitely her fault . The glasses were in good condition although they were 4 or so years old.. She offered me a replacement lens at a disscounted price., but it was denial that it was her fault that the glasses were broken that discouraged me. I want to deal with peple I can trust She was the manager of the Rockford, Illinois, Cherryville Mall store. My glassed were not broken when I gave them to this associate. SHe broke them. What is your policy. Thank you, Doris J. Meyer ottodoris1967@yahoo.com

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11:24 pm EST
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LensCrafters beware of the liars!!!

After purchasing a pair of glasses for almost $400, I found a website that was offering similar frames for only $6.95. I decided to purchase an extra pair online but needed my PD measurement. The receptionist LIED to me and said she could not legally disclose that information to me. I was irate. I am a dental student and am very aware that my right as a patient is full access to my own medical records. I demanded to speak to the manager. She admitted to the "fib" but then lied to me AGAIN by saying that this number is useless to me since it varies with EVERY pair of glasses. When I demanded to have this information, she told me I would have to come in person and sign a medical release before giving me my OWN measurement that I paid for! I ended up calling Costco since I ordered glasses from them 3 years ago and this measurement does not change for adults, and they happily faxed it to me as expected of any ethical business. Do NOT let LensCrafters lie to you!

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Update by RML81
Mar 07, 2012 6:06 pm EST

They had no problem with providing me with both my contact lens and glass prescription. The information they did not want to provide was the PD measurement which is omitted from the prescription they provide their patients, but is information necessary if you wish to order glasses online for a fraction of the price found in stores. I agree that the average customer uninterested in seeking online deals would not be affected by this matter.

Update by RML81
Mar 07, 2012 9:26 am EST

I apologize for the omission and am glad you pointed it out because I am sure other readers may have been wondering why I was so frustrated when the answer should have been as easy as you had mentioned: Call and ask for my prescription. In fact, it was just that simple when I contacted Costco's Optical Department. They asked me if I had my receipt since they print that information on there as a courtesy to their customers. I informed them that I did not have it, and they went ahead and faxed it to me after verifying my personal information. Thank you for your input.

Update by RML81
Mar 07, 2012 4:45 am EST

I would not complain about something so "stupid" if they did not omit that information from the prescription when they faxed it to me. And as "stupid" as this may seem to those that do not care if their healthcare providers find common practice in misinforming their patients for financial gain, I would just like to suggest to anyone shopping for an Optometrist to find an office that allows you access to the evaluation that you paid for so you can purchase your glasses elsewhere if it saves you a few hundred dollars.

Update by RML81
Mar 07, 2012 4:29 am EST

I would be less upset if that were true regarding their policy, except for the fact that they were very comfortable with faxing my prescription WITHOUT that measurement with nothing more for verification of my identity other than asking for my first and last name as well as a fax number.

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myrarn
, US
Mar 27, 2012 1:13 pm EDT
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We had the same problem with lens crafters, bought $400 worth of glasses and then asked for the pd measurement and they would not give it to me. I understand if you wanted to have them measure your pd for free, but we bought glasses from them, I DESERVE to have and my RIGHT to get that information (Im a nurse so I know about having access to my medical record) I paid for it. So angry that I will tell everyone about this, Lenscrafters will have a lot less customers.

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12:02 am EST
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LensCrafters warning

WARNING! After many years of being a customer, It seems that Lenscrafters is now pushing their staff to push the sale of new glasses, no matter what the case. I needed nothing more than a new screw in my frame, but they did everything they could to sell me new glasses. They told me that the hinge was broken beyond repair (it wasn't). When I asked if I should just "throw these away?" since they can't be fixed, the manager said "yes". $400 glasses that were a year-and-a-half old! I walked to another store in the mall, they put in a new screw for me - my glasses are like new.

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Pissoffpamela
Matteson`, US
May 04, 2012 11:24 am EDT

LensCrafters is probably doubling billing especially since the insurance company was charged for the prescription. The contacts were paid for in cash and the sun glasses, @ $499.00 were returned 5 minutes after they were billed. I encourage consumers to watch the billing process to make sure your insurance company is not being billed for services that LensCrafters is not providing. An additional $162.00 was billed to my insurance company, at least that's what the manager said for SUN GLASSES. Please remember these were not prescription sun glasses nor were they designer frames. The customer service is exceptional until they get your money then you need to call the police because the theft was glaring while they tried to justify three different receipts for one purchase.

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Pissoffpamela
Matteson`, US
May 04, 2012 11:18 am EDT

Lens Crafters convinced me that I needed sun glasses which I did not. The glasses that were non prescription in a $75.00 frame ended up costing $499.00, parts of which were charged to my insurance company with approximately $353.00 charged to me. SUN GLASSES. This was not simply misleading this was theft. The interity of LensCrafters is at stake and I plan to report them to BBB and the Inspector General.

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4:07 am EST
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LensCrafters color peeling off frames

Purchased a pair of Ralph Lauren frames from Lenscrafters. After 18 months, the color enamel is peeling off. Spoke to the manager at the Wellington FL store and she told me that it was more than 12 months so there was nothing she could do about what she considered "normal wear and tear". The lens are not scratched and other parts of the frames are in excellent condition. Wear and Tear would not be just in a few spots! She would not do anything to correct the problem. If I wanted to purchase a new frame, she would give me a discount and move the lens. Basically, wanting me to pay for a replacement frame. I don't know about your insurance, but mine only includes frames every 2 years. If Lenscrafters frames cannot hold up for that minimum period without showing significant "wear and tear", then maybe people with insurance should find someplace else to purchase glasses.

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LensCrafters sleazy business practice

I visited my local LensCrafters because I needed glasses in an hour. Lucky for me I'd read the on-line reviews and had a "heads-up" of their business practices. From the moment I approached the clerk it was an aggressive sales pitch, and trying to talk me in to the top-of-the-line lens for my 10 y.o. I turned them down every step of the way, even after they suggested the $325 poly carbonate lens. "But it's what your doctor would want you to have." The pushiness continued right until I paid for her glasses, and declined the annual insurance charge. The good news is we did walk out 45 minutes later with her glasses, but it was a fight the entire visit to not accept what felt like sleazy sales tactics. The funniest thing was when a 2nd technician approached the 1st one to "study the prescription" in the back room. It was all I could do to keep my mouth shut. I only regret not having filmed the visit.

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RAnne
, US
Feb 15, 2013 10:44 pm EST

That's so sad that you let strangers on the internet who may or may not have known what they where talking about persuade your decision over the health of your child's eyes. After following their recommendations on lenses for my child's lenses her eyes have improved from needing bifocals at the age of 4 to not needing any prescription glasses now at the age of 9. You'll probably be told that your child's eyes are worse at his next dr's visit because you decided to think with your checkbook and not listen to highly trained individuals. shame on you!

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LensCrafters horrible service

I bought glasses for the first time at lenscrafters and was so excited to get them! They had to special order them in so when they finally came in i could not wait. I put them on and they were so blurry! They told me I just had to adjust to them. I went back 3 time cause I could not see out of my glasses. The staff was so rude to me and treated me like I was so stupid and insisted I just needed to get used to them. Then after my 4th return told me my prescription was wrong. | went back and paid for another exam. When returning to lenscrafters to inform them they had made a mistake entering my lense info they were again rude and scoffed that they made a mistake. They checked there computer and walked away to talk to there manger. They had entered everything wrong and had treated me so bad! I will never shop there again they are so rude and have the worst staff.

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6:36 pm EDT

LensCrafters doesn't deliver on promise

I lived in Bayonne, NJ for most of my life.
I have needed glasses for about the last 17 years. For the last 10 years or so, I used Wise Optical in Bayonne, where everything was superb. I recently moved, so when I needed new lenses for my three pair of glasses, I looked for someplace close who had a lab on premises. I found Lenscrafters in Springfield, NJ. On my initial visit, I explicitly explained that I needed the sections of my trifocals to be exactly the same size as my originals. They measured and told me it was no problem. Long story short, three trips later and three times wrong, they told me that they could not provide what I wanted, and issued me a refund. When I requested my prescription, so I could go elsewere, they couldn't find it. While it is understandable that they may not be able to supply what I needed, it is not understandable to waste so much of my time. I am self-employed and four hours of my time is worth something. It isn't rocket science. If they can't do it, say so up front and don't try to make me settle for less.
I'll now have to drive the extra distance back to Bayonne, but at least I know that I can get good service and correct product.
I certainly won't use Lenscrafters again.

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6:26 pm EDT
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LensCrafters lens

My boyfriend went in to this lens crafters in the 1/17/11 Tustin market Place and got his glasses done! He was told that he had high blood pressure and cataracts! Well he had surgery on the left eye in July 11 2011 and we went to have a dummy lens put in! And we went back to lens crafters! And they did it for free! And 4 weeks later 9/29/11 we went in and spent $160.00 for one eye to be checked and 1 single vision lens! A few day later 10/6/11 he had his second eye surgery! And again we went back to lens crafters to have a dummy lens put in! And this time we were treated like dirt! they wanted to charge him $95.00 for a plastic no vision lens! And it's only gonna be in for 4 weeks!

The manager there Geraldine was of no help what so ever! Rude! And offered no help! Even though she was aware that we would be back in, in November and spending another $160.00! In total this year spending at lens crafters since January 2011 $800.00 in one store!

Also this time when we went in the store ifs flithy! Drip stains coming from the lab all the way to the front door! Dust every where! And the sales people there are always trying to knock up the price!
Thank you Kathryn Jacinto!

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Buyers Beware Read First
Cice, US
Oct 10, 2011 6:38 pm EDT

SALES PEOPLE are out to get a sale.. Please read reviews from there stores and complaints.. All the people that write a review are out to help us out there. So Please read and give your opinion. Call the B.B.B. if needed and make a complaint. The computer is are helper..

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dia3766
, BJ
Oct 10, 2011 6:34 pm EDT

i wouldn't complain if i were you they already did 1 for free what more do you want? they could have charged you the first time too

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V
7:24 pm EDT

LensCrafters I guess lenscrafter does not care about the customer

I ordered glasses for my son on July 13-2011. On July 23-2011 they came in but they were wrong. I was not mad or upset. Mistakes happen and we are all human. What I did not expect was that it would take until July 10 for them to come in again. To me, when a mistake has been made you should do everything possible to correct the mistake as soon as possible. When I called the store to check and see if they had come in they said “no the lab does not allow us to put a rush on an order”. The peole at lenscrafters could have cared less if I cancelled to order. When I picked up the glasses they tried to give me a discount but it was not about money it was about Lenscrafters customer service policy that evidently the lab get to set for the company. There is too much competition to have a customer wait almost a month for glasses. I will not go back to Lenscrafters for glasses unless the policy is changed. My family has bought three pairs of glasses in the last year. I guess Lenscrafter does not care about the customer!

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PearleVision
, US
Sep 16, 2011 10:15 pm EDT

Hi I'm Theo with LensCrafters,
I am very sorry to hear you were unhappy with your experience. If you would like to share which store you visited, I'll be happy to address your concerns with the management team. Your feedback is important to us and will be used to help us improve our services. Please feel free to email me with details at icare@LensCrafters.com, or call [protected] I'll be happy to assist.

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3:40 am EDT
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LensCrafters unprofessional doctors

In the past month my husband and I have both had our eyes checked by different doctors at two different Lenscrafters locations in the Chicago suburbs. We both had the same complaint about the doctors. We felt they were both "working in sales" by trying to sell extra unnecessary services and goods to us. We both felt that this was an unethical practice for a doctor to follow. These people are medical professionals and should act as such. I confronted my doctor on this and he sheepishly admitted he did not like the practice but that it was company policy to push such things as sunglasses and expensive photographic eye tests and that doctors had been threatened with termination for not taking part in this practice.

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11:12 pm EDT
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LensCrafters customer service

I ordered glasses for my son on July 13-2011. On July 23-2011 they came in but they were wrong. I was not mad or upset. Mistakes happen and we are all human. What I did not expect was that it would take until July 10 for them to come in again. To me, when a mistake has been made you should do everything possible to correct the mistake as soon as possible. When I called the store to check and see if they had come in they said "no the lab does not allow us to put a rush on an order". The peole at lenscrafters could have cared less if I cancelled to order. When I picked up the glasses they tried to give me a discount but it was not about money it was about Lenscrafters customer service policy that evidently the lab get to set for the company. There is too much competition to have a customer wait almost a month for glasses. I will not go back to Lenscrafters for glasses unless the policy is changed. My family has bought three pairs of glasses in the last year. I guess Lenscrafter does not care about the customer!

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Kissy Lucombe
, US
Jun 06, 2016 9:49 am EDT

I have worked for Lens Crafters for Five Weeks, and still have not received a paid check, I'm very disappointed in the company, for treating their employees like this, this has given me reason to leave the company..

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Motts
, US
Aug 18, 2009 3:42 pm EDT

I placed my order for new glasses on a Friday evening. The young lady was very pleasant, but obviously new to the job, and another coworker corrected the prescription data, which resulted in a lower cost. When I picked up my glasses the next day, I couldn't see very well. The glasses are for computer use and the saleswoman told me to try them for a few days. Once I got home, I realized that when I covered my right eye, I couldn't see out of the left lenses at all! I had to return to my dr's office who verified that the prescription was wrong. I returned to LensCrafters with my dr's note that the left lens wasn't ground correctly. The salesman said, "oh well, mistakes happen, they'll be ready tomorrow morning." I returned - for the fourth time - at 1:20 in the afternoon the next day to find that the glasses were not ready for pick up. When I explained that I was back for the fourth time, the saleswoman looked at her watch and made a face. After waiting about 10 minutes, I finally left with glasses I could use. I will not use this store again and I will tell my family and friends about my experience.

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opticalnerd
Spokane, US
Dec 21, 2010 9:15 am EST

When you buy a designer frame, in my experience, you are paying for the name and some fancy decor but not necessarily for a better quality frame. Most frames offered by lenscrafters are of similar quality with the exception of some titanium frames that last longer (and even those break at solder point). So if you are thinking of buying a fancy designer frame, remember that you are paying for the latest styles and name...(in my opinion from working 4 yrs in an optical store).

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annc2
, US
Oct 19, 2009 4:22 pm EDT

I have been a LensCrafter’s customer for many years.
Two years ago (2007) I purchased a pair of Prada glasses (multi focal) at the Braintree store. The ear piece disconnected from the frame, I wore my old Ann Klein’s for a while then went back to LensCrafter’s. I was told they could not be fixed.
I purchased a pair of Burberry frames and lenses that day. I was upset that the glasses could not be fixed and in December of 2009 I returned to the store to buy sun glasses. The service was so rude I vowed never to return. I went to a local store and bought sunglasses and they fixed my Prada frames for FREE. Granted they were not perfect but they have been wearable for a year.
Last month while on vacation (out of the country) my Burberry frames had the same problem. I went back to the Braintree store and “signed in”. Two other customers walked in and were taken ahead of me. I waited 15 minutes or so and then showed my glasses to a sales person. He asked when I purchased them and I told him the exact date because I had just looked it up myself on my sales slip. The date was 9/29/09. He said it is beyond one year but “let me check”. After giving my name and every phone number possible he could not find my records. I wonder what happened to them?
That is the last time I will enter a LensCrafters Store. Your employees are condescending and have been rude. I will share my story with anyone who will listen as well as consumer websites.
You must do something to improve your customer service.

ComplaintsBoard
K
4:11 pm EDT

LensCrafters very misleading

Took a pair of glasses that had been purchased at Lens Crafters to get the lenses replaced only. When the very nice girl there told me that it would be $232.00 for lenses only...it was quite a shocker. Now, I know it's not her fault but now I do know that this company goes for selling new frames every time you walk in. Forget that, I left and phoned my eye doctor, she does glasses there in her office, and asked what it would cost me just to replace lenses. Imagine my suprise when after my patient discount plus what my insurance covers, my total came to $42.80. I have to wait for a few days but so what? Lens Crafters lost my business and anyone else that will listen to me. Shame on them.

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rolex452
Sunny Isles Beach, US
May 12, 2013 7:55 pm EDT

Hi, I'm rolex452. Please see me 5/11/13 complaint of LensCrafters prices. Nowadays, you may not get ONE LENS for $232.00! I don't need to pay their rent at a fancy mall or pay Prada $1000.00 for fancy frames. Glasses should be priced for the general public. The fabulously wealthy can buy their glasses on Rodeo Drive in Beverly Hills...I CAN'T!

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11:04 pm EDT
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LensCrafters disinterest in repair

Brought in some Ray Bans to replace a broken earpiece. (2 years old). Was told it could not be fixed - disinterested in ordering part and not interested in even discussing options for repair. I persisted with questions and several people just parroted some company line about not obtaining parts from suppliers and that the sunglasses were not repairable.

Guess they must be making profit hand over fist and are disinterested in keeping my business. I suggest that you go elsewhere too and find a retailer that is actually interested in supporting their customers.

And, I am disappointed that a first-world company like Ray Ban would not stand behind the quality of their product (made in Italy) instead of expecting it to perform as poorly as chinese made crap.

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#1 Gordon Fan
Riverdale, US
Jun 20, 2011 1:34 am EDT
Verified customer This comment was posted by a verified customer. Learn more

Contact RayBan directly. LensCrafters is famous for not wanting to deal with "used" glasses. They'd much rather just get you to buy a new pair. If you can't contact RayBan, go to Sterling Optical. They've helped me with glasses that I didn't even buy there.

LensCrafters Customer Reviews Overview

LensCrafters is an optical retailer that offers a variety of eyewear products and services. Their range includes prescription glasses, sunglasses, and contact lenses from multiple designer brands and private labels. They provide eye exams through on-site independent optometrists, as well as lens fitting and customization services. Customers can access their products both in physical stores across the United States and through their online platform. LensCrafters also offers additional services such as frame adjustments and eyewear care advice.

LensCrafters In-depth Review

In Summary: LensCrafters offers a comprehensive and user-friendly platform for customers seeking quality eyewear and eye care services. With a wide selection of products, reasonable pricing, and excellent customer service, it stands out as a reliable option for those in need of glasses, sunglasses, or contact lenses. The website is easy to navigate, and the virtual try-on feature enhances the online shopping experience. While some may find prices slightly higher than some competitors, the quality of products and services, along with the convenience of in-store and online options, often justifies the cost. LensCrafters also demonstrates a commitment to sustainability and community involvement, adding to its appeal for socially conscious consumers.

Website Navigation and User Experience: The LensCrafters website is intuitive and user-friendly, with a clean design that makes it easy to find products and information. The site is mobile-responsive, ensuring a seamless shopping experience across various devices.

Product Selection and Variety: LensCrafters boasts a diverse range of eyeglasses and sunglasses, featuring numerous styles from classic to contemporary. The selection of contact lenses is ample, catering to different preferences and needs. The brand variety is impressive, with options ranging from affordable to designer labels.

Pricing and Value for Money: Prices at LensCrafters are competitive, and while they may be higher than some discount retailers, the value for money is evident in the quality of the products. The website provides clear information on insurance acceptance and available discounts, enhancing price transparency for customers.

Online Shopping Experience: The online ordering process is straightforward, and the virtual try-on feature is a highlight, allowing customers to see how frames look on their faces before purchasing. Prescription assistance is available, making it easier for those who need guidance with their lens choices.

Customer Service: LensCrafters is known for its responsive customer support and excellent in-store service experience. After-sale support is reliable, ensuring customer satisfaction even after the purchase.

Quality of Products: The durability of frames and lenses is generally high, with various lens clarity and coating options available. Customers can expect accuracy in prescription fulfillment, contributing to the overall quality of the products.

Eye Exam Services: Eye exam services are readily available, with easy scheduling options both online and in-store. The optometrists are professional, and the eye exams are thorough, ensuring customers receive accurate prescriptions and eye health information.

Shipping and Delivery: Delivery timeframes are reasonable, and the products are well-packaged to prevent damage during transit. LensCrafters provides adequate tracking and communication throughout the delivery process.

Return and Exchange Policy: The process for returns or exchanges is straightforward, with a clear and fair refund process. The policy is well-detailed on the website, allowing customers to understand their options fully.

Customer Reviews and Testimonials: Customer reviews indicate a high level of overall satisfaction. Common praises include the quality of products and customer service, while complaints are typically addressed promptly. The reviews appear trustworthy and reflective of genuine customer experiences.

Store Locations and Accessibility: LensCrafters has a wide geographic reach with accessible store locations. Stores are designed with ambiance and layout in mind, and accessibility for people with disabilities is considered.

Corporate Responsibility and Sustainability: The company shows a commitment to environmental initiatives and community involvement. Ethical sourcing practices are part of their corporate responsibility efforts, appealing to eco-conscious consumers.

Loyalty Programs and Perks: LensCrafters offers a loyalty program with membership benefits, exclusive offers, and a rewards system that adds value for frequent shoppers.

Technology and Innovation: LensCrafters utilizes cutting-edge technology in eye care and is involved in research and development to improve vision health. Technological aids for vision impairment are also available, showcasing the company's innovation.

Final Verdict and Recommendations: LensCrafters receives a high overall rating for its quality products, comprehensive services, and customer-centric approach. It is best suited for customers who value a blend of convenience, quality, and attentive service. While prices may be higher than some budget options, the pros of reliable service, product variety, and technological advancements outweigh the cons. LensCrafters is a solid choice for those seeking a trusted eyewear provider.

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