LensCrafters
reviews and complaints

In May of 2009, I went to a Lenscrafters boutique in NYC and was fitted for a pair of gas-permeable contact lenses. The first pair fit terribly--they were too small and they moved far too much on the eye. The "doctor" on duty said adjustments would be made. Almost three weeks later, I called about the lenses. The store had no record of me at all. The "doctor" had lost my chart and the pair of lenses I had returned. I had to return and be examined and fitted all over again. It is now November--seven months later--and we have gone through five pairs of lenses, and none fit. The diameter is wrong; the "doctor" "forgets" and puts the wrong base-curve prescription down; charts get lost. I finally gave up and went to a real doctor and got a perfect-fitting pair of lenses after one visit. Do not waste your time on contact lenses with this store, which is run like a fast-food operation rather than a medical establishment. I contacted Consumer Affairs and had an attorney contact Ohio headquarters to get a chargeback on my credit card of all the charges. THEN I got great attention and customer service. Avoid at all costs.

I was referred to an organization within St. Louis, MO that assist with teens recieving glasses by a family friend to does work within the community. After speaking with a representative with the organization a referral was faxed to Lens Crafters for my son to recieve an eye exam and glasses. I had no prior knowledge of all of the services that the organization rendered to teens and it wouldn't have mattered. My main goal was to get my son a pair of glasses. Sept. 15th we went for an appointment atthe St. Louis Galleria Lens Crafters. Prior to us getting there, I had to speak with my son about making sure he is where he should be when he should be there. When we arrived we signed in and my son went walking through the mall without getting permission. When it was his turn to have his exam I wasn't able to find him. When he finally came back to the store. I firmly corrected him because he had done the same thing before we initially arrived at Lens Crafters. The lady in the doctor's office of Lens Crafters had a nasty, arrogant and ignorant attitude, I guess it was because of the tone of my voice when I corrected my son, but I didn't care because my job is to teach my children regardless of the setting or whose present. On Sept 17th a lady from DFS (Division of Family Services) came to my home and said that Lens Crafteres reported that I punched my son in the face and knocked him into a wall. This was a lie if I ever heard one! Who in their right mind would do something like that to a child and especially their own child? If I had done this my son would not have been able to have an eye exam and if she called DFS I'm sure she would have called the police. I was cleared after the lady from DFS visited my lovely home as she so kindly put it. She stated that my children were mannerable and that they have everything they need and a lot of the things they want. This visit resulted in my my son and my daughter missing half of a day from school because she wanted to see both of my children; my son because of teh complaint and my daughter because she is a minor in my home. Two weeks later the lady from DFS called me again and said that she had gotten another call from Lens Crafters stating that my son came through the program as a teen with a sexually transmitted disease. My son has never stepped foot in this organization and neither have I. We only spoke to them over the telephone. WOW! The hurt and disgust was too much. When I called for the district office inforamtion, in which I was given prior to the second telephone call from the DFS office, I was told that they didn't have a district office and to speak with the doctor that owns the office. I was given a number and guess what? It was a different number that is used in the same office were the homewrecker works. That was my first visit with Lens Crafters and it will be my last. This is not the only complaint that I will be making. I plan to take this complaint as far as I can. This situation could have resulted in both my children being taken away. I am a single mother of four children and a grandmother of one. All of my children are doing well. My son is a honor sophomore who takes college course while still in high school. My twin girls (19) are in college, live on their own and work full-time. My youngest is doing well and all of my children are respectful. They didn't get this was by me being a passive parent. I take my role as a mother very serious and my parenting skills are effective and produces positive results. You can't judge a book by its cover and you can't always tell what a book is about just by the title. I guess she assumed that because my son was coming through that particular program that he was a child with no direction and had no goals and had been serviced by the organizationfor a sexually transmitted disease. She totally stereotyped myself and my son. The staff are liars, homewreckers, ignorant and arrogant!

I was promised a pair of glasses within 10 days of purchase. Since the ones I ordered there previously were about to fall apart (perhaps that should've been a warning flag) and were only a couple days later than that, I figured they'd be on time. I was about to be sorely disappointed. I called when they were two days late, a nd was treated rudely like an annoyance for wanting to know where the glasses I paid for were. I called two days later yet, same thing. Finally 12 days later I cancelled the order, after the previously glasses were completely destroyed and I was desperate to get the new pair. I went to another place which gave me glasses of a much higher quality within 3 days. Apparently their 'Central Lab' is incompetent and kept screwing up my lenses which were no problem for another place.

Bought a pair glasses from Lenscrafters (when is part of the problem) at a cost of $400+. Earpiece broke Oct 6, 2009. Went back to the store where I made the purchase. Clerk says the one year warranty is a month out of date. I said I got the glasses in Oct...Oct 2, to be exact and according to the receipt in my pocket. She says I ordered them September 18...and that makes the one-year warranty no good! But she says wait; she disappears for a few minutes. Comes back and says they'll have to replace the frames (understood) and lenses.. (why?) for half the cost. So I say how much? She clicks the computer for a few minutes and says $304. I say no thanks. And goodbye. Never again will I go there. Never.

I would simply like to address the odd behavior and downright rotten attitude of the person who assisted me.
I came in to the store with a simple eyeglasses repair.
This guy with an earring in each ear approached me within less than a foot from my face.
He was inpatient and stared at me without blinking.

I shrugged it off because I didn't really want to make a scene in a Lenscrafters.

This guy was a real piece of work though. He deserved to be slapped.

Anyway I have had it with these people, it's not the first time I encountered a weirdo working at that store in Melbourne Florida.

I purchased glasses from Lens Crafters 5 months ago. Today is the 10 time they fell apart and I lost the lens. When I went back to the store they told me "Sorry but that will be $162." I have had to bring them back for lost screws. These glasses were faulty from the start, but they don't seem to care. My daughter's glasses have also had to have the screw replace 5 or 6 times in the last 4 months. The last time we went there they super glued them together and said that is all they can do. I spent over $1000 for 2 pairs of glasses and they are super gluing them. What's up with that?

I will be telling everyone one I know to stay away from there. I will also be speaking to our benefits department about this serve.

I have beeen buying my glasses and contacts at lenscrafters for 3 or 4 years now . They have great new fashions in modern looking glasses and I always get alot of positive comments on how thay look.But the plastic that they use in their lenses is worthless . Last year after the lenses were ground you could see cracks all around the top edge of both lenses . I don't know if when they are ground that they get too hot or what . But they were ok for about a year when one of the cracks split vertically across the face of it.I went back to the store and complained and they replaced both lenses . Now a year later the same lense split again in the same place and it is supposed to be my tough luck. the insurance will only pay a small portion and they want me to eat a 300 bill. When you complain to the people at lensecrafters they are silent and just look away. I'm sure this happens quite alot but they talk to me like it's my fault like I dropped them or beat them up somehow which is not the case. I'm sure the workers are told to behave like this and the consumers must foot the bill. thanks alot. Chris Horwarth 908 west marion st . mishawaka in 46545.

I am writing because of the atrocious customer service I received at the Warrington, PA location. I ordered a pair of eyeglasses on July 30th and was told that the glasses would be ready in ten days. The kind saleswoman even stamped my receipt with the expected date: August 9th. So I waited.

And waited. August 17th rolled around, and I still hadn’t received a phone call, so I went into the store to find out what the holdup was. I was told that the frames had not yet arrived, and that someone would ascertain the problem and call me. So I went home and waited.

And Waited. On August 24th, a whole week later, I still had not received a phone call . I paid another visit to Lenscrafters. This time, I was told that someone had failed to call “central” to find out what the problem was, but not to worry- they would call “central” immediately. So I took a seat and waited. After about ten minutes a man appeared, conferred with the saleswoman, and told me that the frames were being shipped express and that I could expect my glasses soon. Hooray.

Today is August 30th, a whole month after I originally ordered my glasses. This afternoon, I made my final visit to Lenscrafters. Not only were my glasses still not ready, but the supervisor was unapologetic and downright rude. He offered absolutely no explanation as to why it took so long. When I requested that he call my insurance company to ensure that they would get their money back as well, he had the gall to refuse. When I pressed him, he said “ I can do it, but it’s a courtesy. You’re just trying to give me a hard time.”

Really? Courtesy? I don’t think a single employee at that place even knows the definition of the word “courtesy”. A phone call to let me know that my frames would be late. That would have been courteous. Suggesting I choose another frame. That would have been courteous. Offering me a discount, offering to call my insurance company, and apologizing for the delay. That would have been courteous. I didn’t get any courtesy. I got laziness and disrespect.

For the past month I have suffered near-constant headaches because my eyes are too sensitive for the contact lenses that I have been forced to wear. I’m fairly certain that I will never be able to bring myself to spend money at a Lenscrafters again. My family and friends, having heard about the horrible customer service for the past month, will likely also abstain from ever setting foot in a Lenscrafters again.

Purchased my daughters frames/lenses as we have always done with lenscrafters since she began wearing glasses at 5 yrs old. Now she is 13. Anyway, she needs the react/transitional lenses for her sensitive eyes to sunlight. They started to become distorted and lenscrafters did good first time, said there was a defect in the lenses, replaced the lenses. Now again, it is happening. They tell me the tint is peeling away, and nothing can be done. They want me to pay for a whole new exam, and lenses. No way! I have discussed this with our local optomitrist and they say this is very rare, and cannot figure out why it is happening at all, let alone twice. From now on, we will be going through the lab from our optomitrist, as lens crafters lab/people are not doing something right. Guess the 10 day wait now will be worth it, as lenscrafters wont work with people, and become totally rude when you try to bring something to their attention!

Last week, we went to Lenscrafters to have eye exams for my kids. We gave our insurance cards and waited for hours to have an exam. After the eye exams, they said Lenscrafters don't accept our insurance company anymore. As a result we had to pay the full charge. They didn't tell us that before the eye exams. If I knew about the changes in insurance policy, we wouldn't get the eye exams! I am very dissappointed with the service. I won't go there ever again.

Lens Crafters advertised $100.00 off so we (my fiancee and I ) went there instead of my regular (smaller company) store named Seaview Optical in Delray Beach Fl. What a mistake! Although the staff there was pleasant, the excuses became almost laughable. First they didn't accept insurance for the eye exam. Then the glasses we picked out first, Oakleys then RayBan - well of course there was no $100.00 discount on those. And even without the discount they said you could not put his RX in those glasses because there was too much curvature in the lens. Well that was bull, they just didn't want to send them out, they want to only do lenses in-house. The other pairs were similar, either couldn't be done or would cost $600.00. When we were ready to leave we saw a pair of Rec Specs that might meet his needs and we got those at the tune of $500.00. Thank God they have a 30 money back guarantee because we found out the next day my optical shop had the same pair with all of the same lens features for $300.00, plus they had more styles to choose from. So he ordered them from Seaview and they were properly proportioned and fitted to his face, which Lens Crafters didn't do and ready the next day. So we got glasses that look and fit much better for $200.00 less. I think Lens Crafters ads, promos and AVP progression lens pitch are all bait 'n switch rip-offs. I would highly recommend Seaview Optical if you are ever in Delray Beach, FL!

Called around for pricing for my 9 year old's glasses. One place that took my insurance was Lenscrafters, where we already were customers for contacts. They quoted about $150 on a phone call and I was specific about what I wanted: 1.75 lenses with anti reflective, UV and Transitions. When I went in I was told that the quote was an error. Was I sure what I was quoted? I had my notes. They had a sale: buy frames, get lenses free. Of course, the lenses that were free didn't have anti-glare/anti reflective, and that would be an extra $45. We ran through both scenarios: using insurance (EyeMed) or using the special. All was pretty much OK, if a little high, until we got to the transitions option. These guys wanted $345 for Transitions! That is absolutely ridiculous. I had gotten my son a pair of glasses 2 years ago and I paid an $86 upcharge for Transitions. Bottom line was I'd have to pay $290 after the "special", which wasn't, and $256 with insurance. I then ran across a special in fine print where it stated they offer 50% off a total eyeglass package for kids glasses every day. I asked about it, she calculated it and said it would make it $274. The real price without discounts/specials or insurance would have been $522 according to them. Now, I have very, very bad eyesight, about 10.5 - 12.5 depending on how bright the optometrist is. Mine are very expensive, but never quite that high. I just wanted basic glasses w/Transitions. $345 for Transitions.

I looked around and found an article saying that Walmart's upcharge for Transitions is around $65, which makes more sense.

I reported this Lenscrafters to the better business bureau.

I went to Lenscrafters to get contacts. I paid $120 for my trial pair. Per contract, the $120 included the eye exam, the trial contacts, and the follow up appointment during the "trial period." After two weeks my contacts began to burn my eyes very badly. I contacted the doctor for a follow up appointment. When I arrived, the receptionist told me that if the cause of my burning eyes was "medical" and not caused by the contacts I would have to pay for the entire office visit out of pocket. I had no problems with my eyes when I didn't wear the contacts. It was clearly the contacts that were making my eyes burn. When I asked how much an office visit would cost she rudely said she didn't know and couldn't even try to estimate. When I retorted that I shouldn't have to pay anything because I am still within my "trial period" she told me when I got my prescription (to get my glasses by the way) the trial period had ended. I am a lawyer. I read fine print. The trial period does not end with the prescription.

Eventually, the doctor came out to address my concerns. I ended up paying $30 to ensure my burning eyes were okay; and $150 total to own a pair of contacts that burn my eyes. If you want to be treated like crap, and experience a breach of contract...this is the place to go.

Summer 2008 I purchased regular prescription glasses and a pair of prescription sunglasses at the LensCrafters in the Cherryvale Mall in Rockford. Within weeks of purchase, I noticed what appeared to be stress fractures in the lenses of the sunglasses. I hadn't even cleaned the glasses yet. They had been sitting in their hard shell container in my car. My belief is that the lenses were subjected to stress when put into the frames. I took them back to the store and was told that I had scratched the lenses and they would not replace the lenses. That moment they lost my business, my children's business and anyone else I can talk sense into. My local Optometrist appreciates LensCrafter's poor customer service.

LensCrafters

#856 Campcreek Marketplace
3600 Crampcreek Market Place Blvd.
East Point, Ga 30344

On April 24th LensCrafters charge my credit card for 274.95 for a prescription.for glasses. On April 30th someone called me and said that the Lab could not fill. it. I told
them to put a charge back. It is June and they have not done anything. My bill is due. I did not buy anything so why did they put a charge on my card first?.

I purchased 2 pairs of glasses - clear and prescription sun - on May 30.
Within a day or so, the prescription sun glasses lens popped out - and kept popping out. The first chance I had to return to the store for repair was 11 days after purchase on June 10, 2009.
At 12:00 the salesperson told me the lenses needed remade and would be ready in 1- 1 1/2 hours. I returned in 1 1/2 hours to wait another 1/2 hour for service.
I was told at 2:00 that the glasses were ready. The salesperson handed me the glasses - but they were barely tinted. I told the salesperson they were not the same tint as the lenses I returned. She said they were.
She retrieved the old lens and with a side-by-side comparison, the lenses were NOT the same darkness level as what I specifically requested in my original order, which these lenses were replacing.
WITHOUT AN APPOLOGY - I WAS JUST TOLD I HAD TO WAIT ANOTHER HOUR.
The Carolina Place Mall Lens Crafters staff is inept - unprofessional - rude and unaccommodating.
I paid a high price for Lens Crafters service and was treated VERY POORLY, lost time from work and had to make an extra trip out of my way to retrieve my glasses with NO APPOLOGY.