LensCrafters
Reviews and Complaints

Had an appointment for 12:40. For what ever reason the mapquest took me to the wrong location. Was 10 minutes late. They took the next appointment in in my place which is fine. But instead of switching appointments and letting me have their appointment, they said I had to wait till late in the afternoon. That was impossible. Had to get back to the job site. Wasted an hour driving there and an hour coming back. Just thought the customer service could have been better.

For what? You missed your appointment. Reschedule.

I purchased a pair of glasses on jan 20th of this year from lenscrafters in springfield il.Since they were progressive bifocals they had to be ordered, which took ten days to get them. When I got the glasses I also purchased the eyeglass cleaning kit-wet cloths, dry cloths and spray cleaner. I told the sales associate that my job took me away for 30 days at a time and I would be gone until 5 days after the 30 day warranty was up and she said she would make a note of that so I would have a chance to bring them back when I got back home if I had a problem. Well, I had a problem. The third day after I was back at my job, I went off watch and went to my room to shower and then go eat. After getting out of the shower I decided to clean my glasses. I rinsed the lenses with warm water, let them drip dry and then spritzed them with the lense cleaner, then took one of the lense cloths out of the box and proceeded to do the right lense, immediately a big scratch was formed in the center down to the bottom of the lense. Lenscrafters says my warranty is out but will replace the lense for half price, So mch for the associates note and the damage was caused by something on the cleaning cloths I bought from them. I have a LOT of friend s family that wear glasses.Quess where they WON'T be getting their glasses from

I order my glasses three weeks ago and they are still not ready. I was told 2 weeks ago that they were in and then told they were not, that they would be in the following week. Another week went by and still no glasses. Here I am today 3 weeks waiting and just got off the phone and was told they will be in sometime during the next few days due to a 'lab problem'. BS! They told me that last week. I am contacting my insurance company to see how to deal with this, since I am going for a refund and going elsewhere.

Well it's pretty darned OBVIOUS by reading the second comment, what the deal is there, .."she probably sensed you 'WAS' a BIGOT...", ARGH!...uneducated, closed minded people. It probably didn't even BEGIN this way, but ended up this way when it was all over. No one will ever know if they weren't there. Either the customer came across as rude & caused the employee to become defensive, or the Employee was that way & caused the Customer to become offensive, ..of course in this closed minded, prejudiced State we live in, regardless of WHAT it is about or NOT about, the race card will always be played, even if it is just a misunderstanding, ..that same situation could have been played out between 2 whites, or 2 blacks, & been simply that, a misunderstanding, since it wasn't, it was a "race" thing. I am so sick of this from BOTH sides I could explode! One crappy Black person does NOT make the entire race bad, & one crappy white person should not make THEIR whole race bad. Each person ought to be viewed on an individual basis, whether it be for their merits, or their mistakes. Can't we all just get along?...lol! If by the second attempt her problem was not taken care of, she should have gone to someone ABOVE that employee, whether she was black, white, purple, or GREEN! That's her stupidity, of course after THAT long, ..time will run out! And another thing, I REALLY doubt that the Employee was so envious or whatever of the customers job, that she felt she needed to act or do something differently out of jealously. If she was THAT important, & so high up the food chain, she wouldn't be stuck in TUPELO, MS in the FIRST place, ..and by the way, I am WHITE, but I'm not ignorant & closed-minded, I like to think that I am FAIR. I am going in there for glasses this week, so I'll get to see first hand...

Yep, I [censor]ED because they were WRONG and I wasn't going to eat it. If you can afford to take a $600 bite in the butt and just roll over and play dead, that's you, but I'll go down fighting. Can you comprehend THAT concept?

You don't understand basic lens manufacturing. It could look like a scratch, but it could be a stress crack. Without a picture this is impossible to diagnose. You ### and you get something free out of it. Nothing new. They don't want to deal with you anymore. Do you understand that concept?

Hope you read your work orders better than you read my complaint.WHERE DOES IT SAY ANYTHING ABOUT A CRACK? IT WAS A BIG SCRATCH CAUSED BY SOMETHING ON THE LENSE CLEANING CLOTH FRESH OUT OF THE BOX.There, maybe that will help you comprehend.As far as mentioning my shower, it's called "Sequence of events" . The 10 day wait for the lenses was not out of line, including that 10 days as part of the 30 day warranty was. After talking to Angela in the head office lense dept. my lenses were replaced free of charge.

Lenses that are multifocal and have antiglare can not be processed in store exclusively, as well as other multifocals without antiglare. They have to be sent to a lab, and sometimes travel to more than one lab to complete the job. Ten days is not long, so don't mention it as if it's a complaint. They say the glasses take 7-10 days to complete usually, so they were within the average time period. Crack like the one you explained don't form on their own. I'm not sure what happen in the time period you apparently wanted to tell us about your showering habits and why it was necessary to mention this, but even if it was a stress crack due to insertion, they don't form before your eyes, unless you place them under stress. If they had been at fault, they would've replaced the lens without a problem. Perhaps your story wasn't convincing enough and they deemed you negligent. Sorry, that's life.

Once you realized she was not able to repair the problem you should have thanked her for her efforts and taken it to the Optometrist who would have repaired it very easily. You were too concerned about offending which was not necessary as it was about your glasses and nothing else - right? There was no reason to have to prove anything re the race thing and I don't understand why you felt you even needed to mention it...I'm sure she doesn't care - why did you feel you needed to prove anything to her...? You were too concerned about the wrong thing and it backfired on you...

Why not just let them replace the frame? Because you perceive a problem with the frame because the NOESPAD fell off? What a [censored], I'm sure the staff was grateful that you left and didn't cost them more money in remakes.

I agree with above! You are the kind of customers I would not want to have at my business. Why should they have to eat the cost? Things like that are what runs up the cost of glasses for everyone/ Why should you get something for free? If I walked in and purchaed the polos I would expect to pay the extra $70, why shouldn't you? I think you got great customer service.

I do have a ? for you - IT is clear that the polos are more expensive frame - so why do you think YOU should not have to pay for the upgrade - they are not asking you to pay any more just what you would have paid - if you purchased them orginally - the 1st day -
so u mean to say that if you go there 1 day and buy the cheapest frame in the place ( recallu get what you pay for ) - and you go back and get say a very explesive frame - say - 400 bucks - you should not have to pay the differance -

remember - they are getting you new lenses - so they are loosing $ there - and now you expect they should give you what ever you want - and not charge you for it - just to make you happy - THIS IS NUTS ! -
I think they where already giving you great customer service - by saying they would take them back - but that is not good enough for you ? you want more - ?
KINDA BALL SY if you ask me -
seems like not much makes you happy - i would think you would expect them to give you the glasses for free - and then get u a 2nd pr ?

Lenscrafters does use inferior materials and has dumbed down there staff to cut payroll costs, it is only a matter of time until they will go out of business. Good for them they have screwed over many of their employees and customers long enough. The location in this complaint is one of the major offenders, hireing a untrained gm who only has expeience selling speakers at best buy where he belongs.

Good to see LC management rooting for their team

I use plastic lenses from a different company. They will replace the lenses up to a year if I scratch them. The glasses I have now are my third pair. None have scratched during the first year. I work in dusty places setting up telcom systems and try to take care of my glasses but they do see their share of rough treatment. On the other hand my wife had several pairs from LensCrafters and if she looks at her glasses funny, they scratch. I think that LC uses inferior materials for their lenses. My wife has tried to be very careful, much more careful than I am. She is going to try a pair from the company I go to. This should be interesting.

If you asked for 'the best' I'm sure you also had Anti-Reflective on your lenses as well, which is prone to scratching especially if you are using a high paper fiber content wipe. Next time take the time to pay attention to what you are buying and listen to the associate when they telling you how to care for your product. Then take some personal responsibility. My 2yr old Hi Index transitions w/AR are still in pristine condition due to how I clean them, Hi Index being the material most susceptible to fine scratches and damage.

Please be honest about the way you clean your glasses. I could line up a thousand people with the exact same lenses you bought who have never scratched their lenses in the manner which you describe. Let us know when you take Lenscrafters before Judge Judy and I will bring the witnesses.

You're a boob...

A person who cares for their glasses the way you discribed is a boob and a child who needs mommy or daddy to tell them how to change thier dirty diaper. I agree with the other person who commented on this complaint. I work in the construction field and my glasses get dusty every five minutes. When I clean them with "wipes" I always run them under a hose or faucet first to get all the dust particles off. In your office there are dead skin particles, dust from ventalation systems, and soil from peoples shoes in every room. Now you know, mommy and daddy have explained things to you so you don't have to whine anymore to the next poor ### who sell you eyewear.

I am a bit confused -
1st - you state that LC uses cheap stuff - well they dont make the lenses themselves - they use vendors just as the rest of the optical store do -

2nd ly -- u state u used the pre-moisten towels - WELL I AM SURE YOU DID NOT TAKE THE TIME to READ the directions - IT clearly says to get a dirt of the lens prior to using them - therefore these should be used for fingerprints ONLY ! GO AHEAD AND READ IT AND OCME BACK

now 3rdly - you are dealing with plastic - plastic scratches - and based on what you said - (( scratching them cleaning them )) it shows - that you had dust or dirt on them - well when you clean glasses with this on them - it acts as sand paper and they do scratch -

and lastly - you should not think - they should eat the cost of the lenses do you ?
come on - you scratched them - cleaning them - but feel they should give you free ones - THAT IS NUTS - here at most optical shops there are no returns because your buddy hates the glasses you have to wear (( that is why we have mirrors ) - and if you should break the frame - YOU buy new ones at full price- only manufacturing defect DEFECT - DEFECTS --- (( LISTEN DEFECTS ) - should be covered and that is backing up the product - not replacing things you did on error with them -

SO GO AHEAD - and read that PACKAGE form the cleaning wipes - and get back to us - and post here - and fix this posting !

Ok, let me get something straight. You want the anti-glare coating, but more than likely purchased the base anti-glare, or the invisible, you get them, but won't fork over just a few more dollars for proper lens cloths and cleaners, which on both counts makes you cheap. You could also be classified as lazy, as for if you were too cheap to buy the proper lens cleaning materials, but also didn't want to come into the store when you needed your glasses cleaned. Alas, your extreme combination of laziness and cheapness caused you to resort to using your T-shirt and windex, more than likely, which you were warned about upon dispense of the product. How dare Lenscrafters not replace your lenses free of cost when you were informed of the exact way your lenses needed to be cared for. Here's a similar story that may help you understand how you may have been in the wrong, if you can comprehend the relation: You buy a brand new BMW from a dealership and after the car is driven, it gets dirty, warranting a trip to the car wash. Oh, but car washes are so expensive, you're bound to save a few dollars and wash the car yourself. The man at the dealership didn't explain to you how to wash your car (which happens in real life because everyone knows what can scratch the paint on your car and car salesmen assume you know what to use. Once again, keep in mind Lenscrafters tells you what you can and can not use). You see a major build up of dirt in one spot of the car, so you think that the only thing to bust through the filth is sandpaper. You make sure to use it just enough to get the layer of dirt off, wash it, let it dry...OH NO! You now have a matte finish to the location of where the dirt once was. You drive to the dealership and talk to the salesman again, tell him that the finish should've stayed on forever, no matter what the car was exposed to, and ask for another one. The salesman then laughs at you hysterically. Just because you messed something up, well-knowing what would happen to it if you didn't take basic care of it, you expect Lenscrafters to replace them free of charge. They had every right to turn you away, but you could've replaced them at 50% of the cost. Where else can you get that, with the same quality product?

You were negligent and don't like when you're told you're negligent. And for that mental disability, I weep for you. I hope you can soon join the real world where people take responsibility for their wrongdoing.

I've seen so many people saying that the Attorney General should do something and how they have a valid lawsuit. If this was true, you wouldn't be ### on this website, but rolling around in your court winning, which Lenscrafters tries to crawl out of bankruptcy.

As for you, Sam Sawyer: The optician in which sold you the transition lenses should've told you that these lenses will not darken in the car. If not, that's too bad, but you should've noticed this quickly, and brought them in just as quickly to obtain a refund. For the first pair, I'm sure while you were out of town an entire summer, you didn't bother with finding another Lenscrafters in which would solve your situation actually within warranty. While you were partying it up, you didn't want to solve your problems until the trip had ended, knowing good and well that you would be out of warranty. I also want to know about your REAL doctor. Since Lenscrafters obviously hires fake, unlicensed doctors. I also think you are a bit confused in the role this doctor played in the purchase of your frames. A doctor of optometry's job is to diagnose eye problems and correct them. They're not on the retail floor saying, "Oh this look cute on you!" They have a degree and don't engage in these activities. That's what opticians are for.

So good job, Jackson. You did an awesome job ### about something in which was your fault and acquired something for free. The managers followed protocol and if a customer is mad enough, they'll end up calling corporate and no matter whose fault it may be, you will get something out of it. Perhaps you should've spent less time ### corporate, and more time learning grammar. I would like to introduce to you, the comma.

I am also DONE with LensCrafters. I purchased a pair of Maui Jim perscription sunglasses from the Newport Beach store and they came back with the wrong lenses, single vision instead of progressive. I was at lake Havasau all summer and when I got back I took then to the store and was told they wouldnt be able to fix them because it was past thier thirty day guarantee. I explained it was thier mistake not mine and was then told by the manager they couldn't do anything. They said it would be cheaper just to get a new pair, so like most consumers I gave in and ordered a new pair and also a new perscription non-sunglass that would tint, so I wouldn't have to change glasses in the car. (My order totalled over $1200) Well I used my old glasses for the next two months until I tried on the NEW ones and guess what- Transition Lenses don't darken while in your vehicle, you have to be in direct sunlight.
I then went to a REAL eye doctor and found that Maui Jim has a one year warranty on perscription lenses and I never had to spend the $1200 at Lenscrafters after all to try and accomplish my needs. LENSCRAFTER'S solution... we will send the first pair and have the right lenses put in at no charge to you, I wanted the cost of the first pair refunded and that AGAIN could not be done.LOOKS LIKE IT'S TIME FOR SMALL CLAIMS COURT.
It's SAD they don't even respect thier own customers, I hope thier out of business soon

I think what you should do is contact your state Attorney General and ask his office to investigate LensCrafters. Explain your story in a concise letter to the AG. You would be surprised at the numer of complaints against LensCrafters that are all over the Internet.

LensCrafters is clearly a company that is begging to be investigated.

on 5-6-2011 day b4 mother's day, i went to lenscrafter in warwick mall RI to buy my wife a pair of sunglasses. i bought a pair of sunglasses that were $380 but with a sale discount of 25% off. while i was in the store i heard sales associates asking and telling customers that if they had a AAA card, that they would get 30% off instead of 25% off. plus i had already knew this from a previous visit not too long ago. so i decided to buy the sunglasses. when at the counter i gave the lady my ID, Credit Card and AAA Card (thinking im gonna get the 30% off). she swiped my card and THEN told me the total price. well the price was not the 30% off i had expected instead was the store regular discount of 25% off. so i kindly asked the lady why i wasnt given the 30% off with my AAA card. she replied that i can only get one discount, which she gave me 25%. i said i understand the one discount but why would u not give me the 30% off especially when i handed u the AAA card. she then said it was "NO, TOO LATE, i already swipped ur card." i then said void or cancel the transaction and if not i would not buy it. i could tell now that she became upset at me. at what i dont know because i only wanted the COMMON SENSE DISCOUNT 30% over 25%, would anyone not. i felt that the lady looked at my over appearance as i was a dumb one. i just wanted to say that her CUSTOMER SERVICE WAS THE WORSE I HAVE SEEN AND BEEN TREATED. i ended up buying the sunglasses because time was against me. i told my wife the story on mothers day, she said return it, and we will go to another store.

I have only gone to LensCrafters twice. Once to pick a frame and then to pick it up period. The wait at Lenscrafters are long to say the least. It seems they schedule just enough coverage but still shortt to accommodate all the appointments, the walk-ins, the picker-uppers who were called to come get their glasses. I agree I am one of those people that pay first and ask later. I am trying to change that. Customer Service should not be rude. The employees should realize that the people who come into their store is actually paying for their wages too. I myself do not like "surprises" and I usually get two complete different answers for the (1) question asked by same company but different person who takes the call or who is in front of you. Not everyone seems to be on the "same page", nowadays. Back to my first experience. My glasses cost just under 300 dollars. I can't remember if any were taken off from my insurance. I loved the glasses and it worked for me and I was happy. However, I was very surprised at the amount charged for it. I have not gone back since then which has been 5 years. I found a place called InSpect at the Ward Warehouse in Honolulu that gives you great looking glasses that works and is less than 80 or even 60 dollars. Their cost so low and is the reason they don't accept insurance. But let me tell you it works. So people best of luck to you all and I hope you found what you are looking for. Aloha...gmh

Hell Bent,

I wholeheartedly agree with your comments in regards to these complaints. I have zero qualms with being up-front with whomever I'm dealing with in any retail situation in trying to resolve the issue at the moment it happens. Dragging it out for months, without either asking for a refund after the first mistake or laying stipulations that I neither have the time nor patience to come back to any store 5 times to get anything right, then coming onto an internet forum to complain is absolutely absurd to me. If you had taken these actions early in the process and they weren't compliant with your desires, then you have all the reason in the world to complain in any format available.

Sue73,

I do vaguely empathize with your situation as I have never worked for LC, but instead worked for many years as an Optician for a private Optometrist and we were also not able to edge lenses for Oakley frames due to their design. This is something they should've known at the point of you selecting them and purchasing them and advised you. Beyond that fact and what was already stated about frame fitment, most frames WILL NOT fit properly and will likely fit "lopsided" until they properly bend and adjust them to your face. Also, beyond popular public belief, glasses themselves will not mysteriously "fall apart" on their own. Either you are taking them off with one hand, which puts undue stress on one side of the screws which hold the lenses in (in drill mounts) or you are doing some other form of stress on them that you're probably not even aware that you are doing.

Overall, I think the final sentence in your complaint sums up what you are ultimately out for; a %75 discount on your eyewear. Two things come to mind; either take the complaint to LC EARLY on in the process of your displeasure and get a %100 discount via refund or find a cheaper eyewear provider.

One thing I can guarantee you in the world of optics, as most other retail establishments in the world is that things can and do go wrong in the process of selection, ordering, processing and fitment. I don't understand why people think that optics are a miracle trade and think things will never go wrong in the processes that it takes to make them. I understand you paid a premium price for premium eyewear, but that $500 is not that difficult to get back if you are unsatisfied from the first time you put those glasses on your face.

I suggest to anyone that posts complaints like these about any establishment is to be up-front with them at your displeasure in the service or goods and you will be amazed at how quickly you get your hard-earned money back or how quickly you get the goods you were promised. If that doesn't happen and they don't satisfy your needs, then post here at how they did make a mistake and refused to fix it or give you a refund instead of being a mute to them on your displeasure and coming onto an internet forum to blast them.

BV

Sue73,
Same story as "mother of 3", stop ### and complaining and ask for your money back and shop elsewhere. Both of you are whining like children behind the Internet and nwither of you confronted the associates at Lenscrafters. I will help you:
1) Go into store and POLITELY ask for the manager on duty, this may be one of three or four different people. GM, Retail Mgr, Lab Mgr, or Sales supervisor.
2) CALMLY explain your experience and ask for a full refund. After 30 days they may even give you the glasses as well? ASK them. If not get your full refund and leave it there don't drag it around with you, that kind of attitude will give you cancer.
3) Go shop elsewhere and do not under any circumstances chose drill mount frames (they are high maintainance, weak, fragile frames)
4) Remember you tolerated this and made the decisions you made. You allowed yourself this experience. Think real hard...oh yes there was that one time you made a mistake or a project took longer than you anticipated!
5) Stop blathering on the internet and find a trusted eyecare business to give your money.
Remember, I am a former Lenscrafter emplyee but I still believe most consumers are far too demanding and inpatient and lack the knowledge about the industry to really carry any wieght in their complaint. -HELL BENT

This was my second time at Lenscrafters - been there 3 years ago for a check up and glasses.
I went in for a checkup on July 18th...Was told I need to change my glasses.
That very day i picked out a frame. They insisted on a 100% payment immedaitely. I paid it in full ( My insurance does not cover anything to do with eyes)
I was given a receipt with a delivery of Aug 28th...but was told it may take 2 weeks.

I called on July 28th - They were still at the lab and not ready. I called again on Aug 3rd - They said the lab had sent it out and I would get in it the next day
I called Aug 5th - same answer ( out for delivery)
I called on Aug 6th they said they received it and they were doing an inspection on it and once approved I can pick it up.
I went there on Aug 7th to pick it up. Tried them on and they sat lopsided on my face, so much for the inspection they did. The holes on the lenses were drilled at different levels on each lens sat at a different angle.

They apologised and sent it back to the 'lab' for repair.
Aug 21st, got them back...this time they sat straight on my face. Wore them till Aug 23rd and one afternoon they simple fell off my face, the 2 arms of the frame fell down and the 2 lenses, still attached to the bridge piece fell on my bed. Fortunately i was sitting on the bed working on my laptop. The left lens hit the laptop and had a teeny weeny scratch on it.
I went there on Monday, showed it to them asking why did a pair of new glasses simple fall apart. they look at it and say 'oh the holes are drilled wrong..they are of different sizes!
So back it went to their 'lab' to get fixed.

On Sept 5th I walked in as I passed their store and yes my glasses were ready and they didnt have the courtesy to even call me and let me know.
I tried them on and they had done such a bad job, same lens with the scratch and 2 big screws on the frame to hold it up!
Then the lady tells me this is a stand by pair. A brand new one is being made...and when i asked what the hell was happening here is her story...
'We didnt know that all Oakley frames cannot be handled by our labs. They have to be sent to the Oakley lab...we were not aware of it thats why our lab wasnt able to get it right!.
So now its Sept 21st evening, over 2 months from the date I paid in full..I am still waiting for my glasses...and not even sure if they will get it right this time...
I am so mad right now I am not sure what else to say...I paid $550 upfront for this crap...and past 2 months and i have no glasses to show for it.
Either Oakley or lenscrafter needs to give me a 75% discount for not just being incompetent and unprofessional but for making me waste my time and money and effort calling and never getting an honest answer.

I work in the lab at a LensCrafters here in Georgia. One, you can put almost any type of lens into nearly any frame. If it was a rimless, I could understand not going with plastic as they have a tendency to chip when trying to insert the lens, same with particular Versace and Ray Ban metal frames. So if they stated that you HAD to have a polycarbonate lens, then that wasn't true. Admittedly, some people shouldn't be working retail because they aren't very skilled at it. Now if there were certain coatings you wanted, then you could definitely not get plastic. Secondly, it also depends on what that store's lab has in stock. Now I don't know that store or lab personally, so I couldn't rightfully say. But they might only be supplied with polycarbonate lenses. Doubtful, but it could happen.

As for the frames and them breaking. Glasses are not indestructible objects. There are tiny joints and hinges in them and they're not meant to be stressed extensively. There are more durable frames out there, and it sounds like that's what you needed. Now I will admit, that they didn't ask you the proper questions. We're supposed to ask about your lifestyles and what not. Shoot, we should spend at least five minutes or more just getting to know you a bit while we go through the sale. That right there would help us help you better. Again though, not all people working retail and sales should be there. I've seen Opticians who can't tell the difference between a 1 or a 2 when it's clearly a 1. What happens? Wrong prescription gets inputted into the computer. However, just playing with your children is not going to break your glasses six times. In fact, if they broke the first time, then you would have needed to come back in because you would have been unable to wear them at all. Six times would mean that there was nothing left to fix. I've played full contact football with no equipment before while wearing my sunglasses. I full on butted heads with a guy and my glasses just needed a minor adjustment. I however split my eyebrow open. But the glasses were fine.

You do have to realize that it can get busy. So please be patient. Someone should have done more to help you, but if they were extremely busy and short handed, then I can understand that. It does happen. But just remember to be patient.

And lastly. If the distance and children caused you such a problem in getting back to get them, especially since the second time a machine went down, then you should have asked them to mail them to you. We do do that. The manager or whoever had made the sale should have offered it to you when they said two weeks. But for future reference and anyone else reading this, we will mail them to you if you want. Now the two weeks thing is a bit far fetched. Whether or not you're exaggerating or they were saying it because they simply did not know, it does not normally take that long to fix equipment. Most things are back up in a few hours. And if they had to they would have sent it to the central lab in Cincinnati to have them complete the job, in which case it would have taken 7-10 business days, which could possibly be a couple of weeks at most.

All in all. There are things on both sides that could have been executed better.

1- Get a babysitter, or, here's a thought...LEAVE YOUR THREE GLASSES-DESTROYING KIDS AT HOME WITH YOUR HUSBAND.
2- Quit making excuses.
3- Wear sports goggles because any normal person couldn't possibly ruin 6 pairs of glasses.
4- Understand the policy on insurance because you sound dumb claiming to be ripped off.
5- Speak up in the store instead of running home to vent online.

Hmm...maybe you should understand what you are talking about before you start complaining and attempting to bash a name that is nationwide and thriving.

As for insurance: I am an employee at Lenscrafters and fully understand how the insurance companies work. Let me explain to you what happened with that $30 so you are "sure who pocketed that money". When you bill your insurance for glasses, YOU ARE NOT PAYING FOR THEM. So why on earth would you think that just because you go with a cheaper frame that you should get that money? That would be fraudulent, seeing as it was the insurance that paid for it, not you.

Second of all, Eye Exam of California is not Lenscrafters. What happens on the Doctor's Side is not affiliated with us. Also, what do you expect when you show up to your appointment late? You expect to be rushed back and given the utmost priority because you couldn't get there on time? Regardless of the reason or excuse, Eye Exam has appointments booked every 20 minutes, all day long. If they just take you right away when you are late, you are causing everyone else who was there on time to be taken back late. That doesn't seem like a fair punishment for someone who has better time management than you, now does it?

Another point: school yourself in optics before you start bashing the industry. When you got the glasses back and they were stretched farther, did you even think about how they make them? When lenses are put in frames, especially if you have a moderate to severe prescription, it deforms the frame and stretches it out. That is why we let patients know it is advised for them to pick up their glasses. Also, if you are breaking your glasses 6 times in 2 weeks, you have some children that need some serious anger management classes or you need to actually be paying attention to them. Trust me when I say, there is NO way that any frame you could purchase from ANY eyeglass store would break that many times. Maybe you should control your children and teach them manners.

I could go on and on refuting almost everything that you say. I agree that they should have been more courteous to you, but obviously you are exaggerating with the poor customer service because if it was that bad, you would have opened your mouth. Please do some research and understand exactly what you are complaining about before you make yourself look ignorant again.

It is amazing how bold we all get once we are at home behind our computer monitor. You, who had such horrible and expensive experiences at LensCrafters, should have said something at the time. You work hard for your money and yet like sheep you follow along and pay the bill wht ever is priced to you. Are you that foolish with your hardearned money? I have some ocean front property in Iowa if you are!
My point is, and hopefully the lesson you actually learned, ask questions, be your own advocate, stand up for yourself. Several times in each of these previous comments several of you have stated yoou just could not believe the prices or the terrible service. Now after you have put it out there for the world to read on the internet, what a poor victim you are, you tell us all you will never associate your selves or your families with LensCrafters again. Why not just leave in the first place and go to your local eyecare business. Support your local economy! Why not ask why your billed $375. that is more nhan half my morgage and you just tossed across the counter without care or question. ( until later when you had time to stew in your disgust at how weak you were for settling and not standing up for yourself. And young lady, mother of three, you went back a second and third time. You are a fool.
I AM NOT CONDONING THE LACK OF COSUTOMER SERVICE OR THE WEAK SALESMANSHIP OF TELLING YOU THEY DONT PUT PLASTIC LENSES IN FULL PLASTIC OR METAL FRAMES. THEY DO FOR 125 RETAIL MINUS ANY PROMOTIONS OR INSURANCE COVERAGE APPLICABLE.
But come on people yoou or your spouse work hard for your money, if you are truely treated as you were then walk out of the store and never return. You would have wasted the 30 minutes inthe store the first time after your appointment or just walk out when the first clerk was rude at the Dr's office. But you would have saved all the time and gas and money shopping at another eywear store.
TAKE THE POSITION IN THE STORE WITH RESPECT AND DIGNITY NOT IN THE INTERNET WORLD WHERE NO ONE CAN MAKE THE SITUATION ANY BETTER.
All this from a FORMER, YES FORMER! LENSCRAFTERS EMPLOYEE

Tammy, I looked into the Lenscrafters at Walt Whitman Mall and clicked the "schedule and appointment" button. on the top of the screen it said "Independant Doctors of Optometry" so it's completely unrelated to Lenscrafters. Some store hire the optometrist, but that particular store just leases the space to another completely separate business.

I work at a Lenscrafters, and I agree that Shara had a terrible experience. The only thing I can say to that is not everybody is the same, so while you may have had a bad experience at that Lenscrafters, you may have a better experience at another. Once you find a good apprentice optician or optician (whether it be at LC or elsewhere) remember the name and ask for them whenever you stop by. Taking measurements and recommending materials is a skill, some people will be better at it then others.

Additional note: Please be patient when the store is busy. Remember to sign in and keep in mind that those ahead of you have also been waiting a long time. (Not saying that is what happened with you Shara, we just started the sign-in again within the past few months)

(I like to read the complaints to make sure I don't do the same to a customer in the future...I have also passed along certain threads to other employees.)

I'm an optometrist - LensShafters et al. are known in the business as "[censored] houses" and, obviously, people who work there are "[censored]s".
MAX profit is the sole motive - period.
They require their optometrists to sign a lease that they will work 363 days a year or get a substitute. Have any of you ever tried to get someone who does what you do to work a weekend for you ? Impossible alot of times, esp when you're a [censored]. Most [censored]s are already working somewhere. They claim it's voluntary -- that's partially true, just as breathing is voluntary. Their optometrists are "controlled" via short term leases and booted if they don't do what they're told.
So -- go to a private office if you want someone who actually is concerned with you're problems and wants to help. Or - you may get someone who's missing an important event in their life and resents being there. Luckily I was able to find someone from another state to work for me when I got married. So I got to go to my own wedding and it only cost me $500 per day ! I would have returned unemployed if I hadn't.

I purchased a pair of Tiffany & Co glasses from Lens Crafters and the letter T fell off. When I took them in to get repaired I too was told I can only get them replaced for 50% off retail price. I think Lens Crafters should have some sort of partnership with the manufacturers they work with to allow repairs. I was not asking for my frames to be replaced. They wanted to charge me $190 dollars when I only paid $189 for both the frames and the lenses with my insurance coverage. It can't be that hard to get a replacement letter from the manufacturer and just glue it back in. I don't think I'm asking for too much!

I have to agree that these complaints are absolutely ridiculous. Especially the lady with the kid and the lady whose glasses fell apart after 5 months. If you bought a pair of shoes and your dog chewed them up and you had a 30 day guarantee to return them would you be mad if the store would not take it back? What are they supposed to do with the frames? That would be like the shoe store giving you 2 pairs of shoe for the price of one, take better care of your ###. Glasses are expensive, they offer the gift of sight, its not a chew toy and its not lenscrafters problem.aAnd the lady with the glasses that couldnt be repaired, how can you break something yes YOU, I highly doubt a lenscrafters employee snuck into ur house after 5 months and sabotaged ur glasses so that after 5 months they would fall apart. 5 months is a long time for something you wear on your face everyday, again if the sole on your new shoe fell apart after 5 months would you have the audacity to try and get a refund? You people really need to get over yourselves and get a hobby. No one forced you to buy glasses from lenscrafters, you should have been like the lady who couldnt afford good quality glasses at lenscrafters and taken ur ### to costco

First of all, what percentage of the people were actually returning perfectly good glasses because they simply did not like they way they looked?

Most of the complaints that are legit in this forum seem to be over poor quality product.

It makes no sense to charge people with legit problems with poor quality product more money instead of changing the policy about returning glasses for frivolous reasons such as "it's the wrong color."

This type of fast food policy of "We'll make is right for anyone and everyone" isn't realistic for a company like Lens Crafters. A Big Mac doesn't discontinue in the same way as a pair of frames.

The fact that lens crafters is blurring the lines of what the policy can and cannot do is distrubing.
It makes employees more comfortable with mistreating their customers.

Obviously upper management is comfortable with this as well. It doesn't seem to merit enough attention from the higher ups because in the end it's still resulting in money.
However the share of that money is coming from the wrong people. People who probably depend on Lens Crafters prompt services. People like myself who cannot function, work, drive, raise a family or SEE without their glasses, even for one day.

This makes my stomach turn.

"Lens Crafter is the Amco of the eyewear industry. Their business tactics and morals are the worst. I would suggest you stay clear of ANY business owned by United States Shoe Corporation. A Ohio company who opperates in the shadows and doesn't even have a ligitimate web site!

Neither Lens Crafters or US Shoe Corp will EVER get my business again!"

I am not sure where you get your info from - as very little is correct. It's like your research was from 1988. LensCrafters is just one of the companies owned by italian giant Luxottica Group SpA - the worlds largest manufacturer of eyewear (and owned by Leonardo Del Vecchio - a man who is one of the top 25 wealthiest persons in the world). They make eyewear - not just for LensCrafters - but for the majority of eyewear optical shops in the world. They own and operate 7, 000 stores in 5 continents - and operate their own insurance company that covers almost 1/3rd of the lives if Americans (110 million people who have vision insurance are through EyeMed).

US Shoe is defunct and has been since 1995. Lux ripped apart the other organizations of US SHOE to keep the optical. The completely debt ridden shoe business was sold off - (good riddance) and the womans clothing company was eventually sold until the owner's son could buy Brooks Brothers lock, stock and barrel - so that is a "cousin company" to LensCrafters.

LC, Pearle VIsion, SUnglass Hut, Target, Sears, BJ Optical, Ilori - etc - are all the same company - same frames - same models...just different levels of service and price options. If you want something fast - go to LC and pay the premium. If you can wait - go to Target Optical and get it just as good - but wait ten days. I worked at Lux from 95 until 2009. Now they are suffering from a years of being way to lenient with customers - replacing frames and horribly scratched lenses for too many years. At one point, we had near a 20% remake rate - replacing glasses for people who wore them for a week and changed their minds...or obviously did not take care of their lenses. I saw many emails of ppl claiming their lenses were 5 months old, but our computer systems and doctor exam reports indicate they were years old...but we complied. In order to make up for that - LC had to raise prices - to very high levels...and customers rebelled with their pocketbooks and walked away...(this was before the big economic crisis). And have now seen their profits fall from 16% (one of the highest in all retail) down to 11-12% (very average). Thats why i got the boot - too high of a salary - so they cut me and many others over the last year to free up overhead.

I'm not sure what you mean by running a legitimate website -they have an award winning website that was solid at attracting customers. I suppose you were looking for US SHOE - which of course would not have a website - since they closed their doors in 1995. go to www.luxottica.com - or www.oakley.com - and you will see that the company is not "operating in the shadows."

And telling your customers to go somewhere else - keep in mind - private ODs and other chains all carry Luxottica frames - in some cases - to maintain the % level required if they cater to EyeMed customers - much of their inventory is from Luxottica. We manufacture the world's best selling frame Ray Bans and also Oakley (which our military uses), Chanel, Tiffany, Ralph Lauren, Versace, Stella McCartney, Prada, Burberry, Vogue, D&G, Brooks Brothers and dozens of others - are all made in the same places (Lux owned factories)...and whether you're paying for them at LC, Pearle, or one of those CostMarts - Luxottica is getting the $.

****************************************************

This seems to be the current business model for this company! What's worse is that most of the frames they sell (especially their Kids frames) are specific to Lens Crafters. This prevents you from getting them replaced somewhere else.

After doing a little research, I found out that the frames are manufactured by United States Shoe Corporation. They also own Lens Crafters (among a few thousand other popular appearal stores). Since they control their own inventory, they do not have to worry about their customers going to framesdirect.com and purchasing replacement frames. You can only get them at Lens Crafters. Something they neglect to mention while you're forking over $300.00 for a pair of glasses!

Wal-mart and other discount eyewear places sell national name brands. My advise to anyone is to purchase from them. At least they will have the frames in stock when you need a replacement. If not, then they will have them elsewhere.

Lens Crafter is the Amco of the eyewear industry. Their business tactics and morals are the worst. I would suggest you stay clear of ANY business owned by United States Shoe Corporation. A Ohio company who opperates in the shadows and doesn't even have a ligitimate web site!

Neither Lens Crafters or US Shoe Corp will EVER get my business again!

As a former employee of Lenscrafters, I completely agree with everyone's complaints. Lenscrafters does "own" many of the frame lines that they carry, and I think the frame quality is poor considering the prices. I don't work for Lenscrafters any longer because the company does not treat their employees or their customers decent. I couldn't be a part of their "used car sales" mentality any longer. I now work for Costco and I love it! Great quality, great service and fair prices.

First of all, those of you complaining about not having your broken frames replaced for free..take some responsibility for your own actions. If you break something, you pay to replace it. You don't get it replaced for free. There are no products that work that way. Yes, glasses are expansive, but so are cars and clothing. If you pay for them and are irresponsible and destroy them shortly after, they are not replaced for free. Adults need to start acting like adults and stop asking for handouts!

Umm not to be rude people but hello get the heck out of hear. does lenscrafters make the frame? NO ok then if theyre faulty its due to the manufacturer itself which we dont control. You want different frames go elsewhere stop complaining act like some freaking adults. Read the back of the receipts which clearly state your warranty and guarantee. Oh and for the lady whos kids glasses we never had well we dont get notice of discontinued product so you cant get mad at us for that crap. And if you had a dog chew the glasses clearly your fault put them in a place where the dog cant reach them or better yet in their case. And the policy isnt something to con you in genious its not like you pay for the policy when you buy the glasses unfortunately thats what we have to tell you its 50% off the retail price within the year. Now theyre could be many reasons your glasses brake anywhere from "dog chewing' to taking them off with one hand. It sucks that you guys arent satisfied because our goal is to always please the customer but i read youre complaints and yes theyre valid but also pointless.

I also purchased an expensive set of Versace glasses from Lenscrafters in Chicago Ridge, IL. and within 5 months the left arm just fell off. It wasn't as easy as replacing a screw... no, the arm just FELL OFF.

Because I wasn't aware of their fraudulent ways, I didn't rush back into the store to get it fixed... I waited a month. When I returned the saleslady informed me that they no longer carry that style frame but she kept my frame to get it repaired. I returned a few days later and she tells me that "they can't be fixed". (Hmmmmm, interesting.)

I bought their bogus "policy" that the initial saleslady conned me into, using speech that led me to believe that if something happened to my glasses they would repair them (within a year). Well, since this was the splurge of my lifetime ($400 plus eyglasses) I figured that I wasn't going to take any chances and I bought that damn claim.

Well, back to my attempt at getting them repaired...
It happens to be that since they "no longer carry that style" and my glasses "can't be repaired" my only option will be to purchase a whole new set and "only pay half of the cost of your initial set". BAH!
How dare they?

So they're trying to sucker me for another $200?!?!?! I guess they were trying to do that. Apparently, I should have done some research prior to this purchase and I'm soo sorry that I didn't because now I'm stuck with a $400 mistake. It angers me so much.

After reading all of these postings I have to say that I am sick, sick, sick!

I'd gladly join a class-action lawsuit against them. In fact I even fantasize of going back and raising a stink loud enough to make sure other potential customers hear my warnings. I also fantasize about picketing in front of their store at the mall but ... I haven't.
Yet.

hi, I have also a problem. bought gucci frame in Italy, came back to germany and wanted to put lenses in. after i did that noticed (found on the internet) they were man's frames. lenses are already in. what do i do? have receipt and a original box, two months pass got cheated from sale associate. did not know these were man's frame.
Thanks

My friend David jett is trying to get his prescription back so he can get glasses elsewhere. But apparently lenscrafters employees told him that he can't get the prescription back. Coz the script is a year old? By law you can't take his script and not give it back. Please give it back to him. Or I'll make a complaint to the main headquarters.

Purchased glasses and returned glasses on September 1st. Have not received cash refund check yet of $60. The representative told me it usually takes 3 to 4 days coming from the home office. I received the $225 back on my debit card the same day and was told they don't keep cash in the store so the rest will have to come from the home office.

3 year old glasses with transition lenses only to find out they are not lenses, just a coating that can wear off! Lens Crafters said sorry there is nothing we can do. Contact with corporate office said the same thing. $700.00 for 3 years? What a ripoff.

Lenscrafters

Receipt # [protected]/16/18 store 142

Sales order: [protected]

Item: Misc repair [protected] $30.00

(See: Item is separate from one year plan charge).

No repairs made after customer took original delivery of eyewear.

Request refund to charge card.

The manager at the Greenwood Indiana location is lying to me about the lens that were ordered two weeks ago. She first told me that they didn't pass inspection and now she is telling me they were shipped to the wrong store. I want the manager FIRED and I want my lens NOW