LensCrafters
reviews and complaints

I had came to the Colonial Park Mall LensCrafters and I was very disappointed with my service and I will NEVER be returning to a LensCrafters again. I will take my business elsewhere. I went to have an eye exam, I recieved trial contacts to try and the right eye was very blurry so I thought it was just from dry eyes, came back and my glasses were the wrong prescription, so I had to make another appointment for another eye exam. I came back to get my new glasses with my right prescription and went to go pick up my trial contacts which they said were not ready after 5 days. I came back to get my contacts and they said I would have to set up another appointment to put my contacts in, and then schedule another appointment to have them checked in a week. I have been back 5 times now because of their mistake and after the 5th time I told them I would like to cancel my contact lenses and I will be taking my business elsewhere. I did not even receive a sorry, and the staff was extremely rude to me because of a mistake made by them. My glasses I have got now do not even fit on my face correctly and I am honestly beyond disgusted with the service. I have never had this kind of problem with any other eye care provider I have ever went to, and I will be telling everyone I know to not go to this provider.

On July 25th, I went into the Cumberland Mall Store (Smyra, GA) with my prescription and picked out new glasses. I was informed that my glasses will be available within 7 business days. Stopped by the store on August 10th and was informed that my glasses did not have prescription lenses in them (I believe they were never sent).

I requested to speak with a manager, she was not in and requested a call (no call). I called the store and the manager was giving me excuses why my glasses were not ready (she didn't KNOW); she went on and on about what was taking place internally.

I informed her as a customer, all I want to hear is an apology and Ms. Hatchett, we will ship them today as a rush order). This manager needs to be retrained on her customer service skills (she never apologize or told me what the next steps were; I had to let her know I expect them to be shipped that day and for her to personally call me when they were ready.

This store has the worse reviews online and I see why, I will never do business with lenscrafter again and will be writing a review online and contacting the BBB..

UNACCEPTABLE BEHAVIOR

My name is Carrie Magee, I have been a customer at the store since it opened. I also have my husband, daughter, grandkids and son going there as well. Today, my daughter and twin 10 yr old grandkids who were having an eye exam with Dr Sanchez. They have always been able to use the bathroom there for all these years if need be. My daughter was in the chair and my grandkids asked Kailani Mena (receptionist) if they can go in the back to the bathroom before they were taken in to see the dr. They were polite enough to ask, but never expected to hear NO. While their mom was being seen they had to leave the store and go use the Bathroom at Starbucks(2doors down) . I am appalled that they were forbidden to use the bathroom there..for many reasons..but most of all SAFETY! I understand completely that it is not a public restroom...but I can't imagine the stupidity in the rationale in not allowing children who are also customers being denied access to the facilities. My kids are known there by Tatiana, Addie, Eric, and Kailani ...Besides a safety factor, from a business standpoint..why would she think that response was okay? I think if you looked at our purchases over the years, you will see that we spend quite a bit of money there and her response would jeopardize that! I immediately called and spoke to Tatiana and Addie. They both apologized and Keilani heard Addie apologize, but she did not apologize. Unforgivable! I am thankful my boys went and came back safely to the store on their own, but that scenario should have never happened!

Good morning,
my name is Rochael Taggart and I visited the location at the stone crest mall in Lithonia Georgia on 07/15/2018. First, the person who did my exam had such a bad attitude and did not clean the machine after it was used by a customer. I had to ask her if she was going to clean the machine. She was very rude and at that point I said nothing. I then return to the store on 07/28/2018 to pick up my glasses, the person who help me at that point was very nice, ( sorry did not get her name) I then return glasses back to the store on 08/04/2018 after I notice my eyes was hurting in the sun I realizes that I paid for transitions lens and did not receive. I spoke to the manager that was there at the time. Tall light skin and wears glasses I informed her that I did not received my transitions lens ... I tried to explain to her that i paid for two glasses at the time and a mistake was made and transitions lens on the wrong glasses. ( sharmine did my order and she was awesome but a mistake was made somewhere ) I will also remember her name because of great customer service). The manager told me there is nothing that she could of done about it. Also mention to her that my daughter have a different receipt than I did so take a look on that receipt. She told me is no need too and I need to pay additional $125.00 to add transitions lens on my glasses. At this point I would like to return my glasses because I have no use for them knowing that trans lens are needed for my prescription. I spend $684.00 in the store that day and the customer service I received was not acceptable. I paid a full insurance also on my glasses and that was also mention as well. Please contact me at [protected] on this matter. Thanks in advance.

To whom it may concern

Following is the correspondance I had with Lenscrafters customer service. I have not received any response for my latest email.
I really have problems cleaning my lenses and would appreciate if you coul do something.
Best
R. Samar

Dear Marice
If the lenses were not defective why Brian accepted to change them after carefully inspecting them?
Why do you suggest upgrading them, if you believe they are ok. How can I now know the upgraded lenses will be better? Can I trust your manager?
I am using the lenses every day and am very uncomfortable. This was my first experience with Lens-crafters, and a very bad one. For only $45 you will leave a customer unsatisfied, with a not friendly attitude from the manager of your only store in Missoula.
Best,
Reza
PS I can pay $20 to replace the lenses

Sent from my iPad

On Jul 30, 2018, at 18:06, LensCrafters wrote:

Image
Recently you requested personal assistance from our on-line support center. Below is a summary of your request and our response. We will assume your issue has been resolved if we do not hear from you within hours. Thank you for allowing us to be of service to you. To access your question from our support site, click here
Subject
issue with lenses

Response By Email (Marice) (07/30/2018 08:05 PM)
Hello Mr. Samar,

After the inspection, Brian the store manager, performed on your lenses, the finding were the lenses were not defective. You are able to receive the premium Anti-Reflective coating on your lenses for $45 and the store will remake them. There are no other options at this point. This is well outside the 30 day time period for changes such as this from the original purchase date of Nov, 2017. If you chose to have this final remake, contact or visit the store directly.

Kind regards,

Marice
Customer By CSS Email (Reza Samar) (07/29/2018 06:09 PM)
Dear Marice, I went to the location I purchased my glasses from and could talk to the manager (named Brian). This time his behavior was totally changed. Although he tried to clean my glasses a few times, he had to use the spray to have a near-to-clean glasses. He tried to push me upgrade my lenses and pay the difference. When I said I cannot do it, he said there is no problems with the glasses then!
I do have problem cleaning my lenses and there is always a film of grease on them. I cannot use
spray all the time, specially when I teach.
I have had glasses for more than 30 years and never had any problem like this. Now, I am sure that the lenses they used in Missoula are of very poor quality (may be cheap Chinese, sold for less than $10 online) and I do insist on either changing them with some quality lenses or refunding my money to buy better lenses somewhere else.
Please talk to your store before sending me back to them.
Waiting for your kind solution before doing any other action.
Best

Reza

Sent from my iPad
Response By Email (Marice) (07/24/2018 09:44 AM)
Hello Reza,

Thank you for contacting LensCrafters regarding your eyewear.

I apologize for the delayed response due to a server issue. I am sorry to learn of the issues with your lenses. Please contact or visit the LensCrafters location you purchased from as soon as possible so the store manager can inspect and trouble shoot then advise on your options at this point. The store will replace the lenses if they are found to be defective after the store manager conducts an inspection. The replacements would fall under the manufacturer warranty.

Thank you,

Marice
LensCrafters Customer Service
[protected], option 2
www.lenscrafters.com
Customer By (Reza Samar) (07/18/2018 09:21 PM)
Store Name: Southgate mall
Store City: Missoula
Store State: MT
Customer By CSS Web (Reza Samar) (07/18/2018 09:21 PM)
Hi,
It is almost impossible to clean my lenses. I use differet kinds of sprays or cleaning cloths, but a shade or film of oil is always left on the lens. I went to the store a few times and finaly manager was kind eniugh to see the problem himself and agreed to change my lenses but the new ones are still the same. I have used glasses for moe than 30 years and never had such a problem.

I would appreciate if you can offer a solution or do something about this.
Best regards
Reza
Question Reference # [protected]
Date Created: 07/18/2018 09:21 PM
Date Last Updated: 07/30/2018 08:06 PM
Status: Field Responded
[---001:002848:26771---]

My name is Ivan Larsen. I went to LensCrafters in the Dimond center mall on June 19 I used my guarantee and I pay some cash as well. They mentioned that my glasses will take couple weeks I says is ok . I been calling to ask for my glasses and the person that answer the phone which name is Nicole aka Niki she mentioned that she does not anything about my order she was rude and mean. She sent me with the lab manager from the lab he said that he does. Asked how long my frames will take, they are not in stock. I explained to him that if my frames are not in stock I will like my money back, but he said it's on order and I cannot have my money Back. I asked for the real manager to talk to him but the manager wasn't there. I will like to somebody do something about that, if they no have my frames is fine I will like my money back. So I can go somewhere else to buy my glasses but they no want give me my money back . Since I really need glasses I tried to buy other glasses in the same store but the company said that I can't buy glasses since I am using my guarantee. I don't really understand how the store really works. I really need glasses or my money back and is fine I will never go back to that store.
Thank you

My name is Michael Blacher. I recently had updated rx lenses placed in an existing frame. I was told 5-7 days. (what happened to glasses in about an hour?).
Received the glasses. One lens dropped out, it had been made too small. No problem, I was told, we will redo. Another 5-7 days. It's now just over 2 weeks. I have been told that my glasses failed lab inspection. Lenscrafters will email me when they are ready. Really? How long should one wait? I leave for Europe this weekend and thought that almost a month was a long enough period to order and receive glasses. (what happened to glasses in about an hour?)
Your new business model, unfortunately does not work for me. The one thing that differentiated you from every other optical store no longer exists. Goodbye.

I visited the Lens crafters in memorial city mall 3x and each time I was watched the entire time. I even over heard one employee tell another to go check the inventory. I came with Versace frames and was asking about new lens. They said where did you get those. I advised them that I wanted the Tory Burch sunglasses, and the manager assumed I was being dishonest by saying I'm getting them on my insurance. She said you can't get sunglasses on your insurance and proceeded to help another customer and left me standing there. I usually visit the willow brook location however the selection is not as great as memorial city. If I didn't really want the glasses I would have never went back. I can not believe that I was treated this way. When I went back to pick up the glasses I had my two daughters to look at frames as well. Two employees huddled and watched us. I made comments aloud and told them that just because I'm dark skinned doesn't mean that I'm going to steal and they just smiled. I can't believe that I was treated like that.

Richard White
At this very moment I am extremely dissatisfied with the lack of communication and follow up including rude amature customer service by two of your employees in your Store # 359 Baybrook Mall located in in Friendswood Texas 77546
On June 8th, 2018 I completed my Eye exam and received Rx # [protected] from Dr. Lori Gonzales who was connected to your Store # 359 being this Doctors Office was very customer Service Oriented and very Professional. The same day I decided to try Lenscrafter because my Insurance AETNA PPO provided me with a $ 125. 00 gift certificate and it might be safer and faster that way and being I'm a responsible person and my vision is very important to me I elected to try your Company And received a copy of my order # [protected].
The sales person Samantha was average at best and would talk more than listen to my input nevertheless I selected my frames paid for the frame and glasses and was told that being this required special lenses there would be 7 work day turnaround time. On or about June 18, 2018 I received a phone call from your store and went to pick up my glasses, and to my surprise the lenses were not suitable and did not correct my vision and the Store Manager was very Professional and immediately walked over to the Doctors office and they worked it out on what I really needed and asked her to make sure the order is correct because I do not wish to make this lengthy trip to your store again, because it appears to me that the factory never checked it against the prescription, and apparently, instead of checking it at the factory, they shipped it, then and only THEN checking it to see if they got it right!
A week and a half passed, and not hearing form the store I called, and it was answered by a Ms. Alexi and I asked for the Manager and she informed me that she was the Manager on Duty and the store manager was out, so she looked up my order and told me it would take three weeks and asked her to have the Store Manager call me which never occurred.
So today July 22nd, 2018 not having heard anything I decided to call to see where my paid for glasses where I called the store and guess who answered? ALEXI who again informed me that I asked to speak to the store Manager and the initial response I got was again she is not in and ALEXI did not have a date my glasses would be available, so I asked her to have the Store Manager call me the next day, Monday 7/2/018 because if I did not hear from the Store Manager by then, I would be forced to call Lenscrafter Corporate Offices and she stated in the most rude and with an indifferent tone stated the Manager would also be off Monday.

In summary it's been 46 Calendar days, and no one can tell me when I will receive my paid for merchandise and all I ever end up is having the displeasure of having to deal with a totally rude employee. In summary its sad to see a business have such disrespectful employees and service and FYI you have most certainly lost my business!

I knew I had not been seeing well since getting my new glasses. I finally broke down after a few months and decided to bring them in. The girl at the store looked and they had flipped the RX, which are completely different in each eye. The woman was helpful and offered to send them off and have them fix them. However, I feel wearing the wrong lenses for a almost 6 months and the inconvenience of having to wait, yet again, here should have been more offered to me as a customer. What if this was an elderly patient who didn't know? This whole thing as a whole has not set well with me.
Thank you

Tiffany Trotter

My daughter and I went in this evening (7-16-18) to Lens Crafters in Terre Haute, IN to pick up her glasses. We entered a few minutes after 6. The one worker was assisting a lady who was trying to pick out frames. Another couple was waiting at the register. After we had been there approximately 10minutes, another gentleman entered the business. At this point, there were 5 of us waiting. The customer was having the worker take multiple selfies of her, so she could see herself in the glasses. Another employee, who must have been off work, walked by. The couple in front of us asked her if there was anyone who could help us. The worker completely ignored the customer. She walked through a few minutes later and left without speaking to anyone. The man behind us eventually left. The couple in front of us interrupted the worker with the customer (he had not acknowledged that any of us were in the store)
and asked the employee if they would be able to get glasses tonight. They were told no because the lab had been closed for 1 1/2 hours. They then asked if they could just pay for the glasses so they could pick them up tomorrow. The worker told them no because he would have to fit them first and he did nicely tell them that he was sorry. After 25 minutes, we left and did not get our glasses.

My complaint here is that five people entered the store and were not acknowledged at all by the employee and were actually ignored by another employee. If when we would have entered, he would have said that he was the only employee working and it would have been a bit, we would have come back later. It is terrible customer service to completely ignore customers who walk into your place of business. I was shocked and actually thought at one point that we were on some hidden camera show because it truly was like none of us were even there. I have been in the establishment before and have always been acknowledged and spoken too. If this were my first time, I would not be returning. I thought that someone should know, so this employee could be spoken too about this. I do not know his name because he never actually spoke to me or my daughter for the whole 25 minutes we were waiting.

I am highly disappointed with the service at your Arlington heights branch. I was informed by employees that LensCrafters accepted my insurance. However when I checked out and my bill for the visit, glasses, and contacts was presented to me for almost 1000 dollars you can imagine my surprise. Well I left your store feeling ripped off so I went in search of another place to see if these prices were the best I could get with my insurance. Thankfully I was able to find somewhere that I would be saving me almost 400 dollars for the same purchase. I returned to LensCrafters only three hours later to cancel my transaction and and get a refund on my card for the glasses and contacts. However I was told that they could only cancel the glasses and not the contacts because they had already been submitted to be sent out to my address on file and that I would have to bring in the contact boxes when I received them to be able to return them. It was at this point that I found out that they had submitted the contact purchase for delivery to an address that I no longer resided at in Florida. The manager then told me she would return them because of this mistake which was very curious to me because of how adimate she was that it was impossible to refund/cancel the contact purchase without possession of the contacts. She then requested a current address that she could send a refund check to however I refused to give her one and requested she put it back on the card I made the purchase with. She informed me that their credit card refund process was not operating and that it had not been for awhile. I responded by requesting contact information to their corporate office. She stated that it was an issue that corporate had been dealing with for sometime but hadn't fixed yet and she did not know when it would be fixed. This was very disconcerting to me that a professional business would let an issue like this go unresolved for so long with no timeframe for when it would be resolved. At some persistence from my end the manager changed her story. She informed me that the credit card refund may or may not go through and prosessed my refund for the contacts/glasses in an amount that was ruffle 800. The whole encounter seemed very unprofessional. I still don't understand why she couldn't cancel the whole encounter and just recharge me for the office visit. It had only been three hours. Again I am highly dissatisfied with the service. I have not received my refund yet. The initial purchase has already posted to my account however I do not see the refund charge pending on my account yet. I would like a speedy resolution to this issue thank you.

I purchased a pair of glasses in March 2018 that has progressive lenses. These glasses were $400.00 I was told at the time I purchased that it is scratch resistant. I have long scratch on it and took them back today. I was told that they are not covered for replacing that I did not take out addit'l coverage for scratches. Why would I, if they are scratch restistant. I have been a customer for over 9 years. I am very upset. I don't have money for new glasses and my insurance will not cover at this time. I would like these repaired.

Heleen Hughes
14 Emery Road
Fredericktown PA 15333
[protected]
Please contact me.

I just want to say that I will never return to LensCrafters. I have purchased at least 3 pair of glasses from you in the past but my last experience was horrible. First, I agreed to have my eyes dialated. Once the drops were put in I was told to sit in the waiting area for 15 minutes and one of the girls would come get me so Dr. Kendall could examine me. I sat in the waiting area 45 minutes and watched the girls leave for the day. One of the salesman came over to give me an estimate on new lenses. It took him the entire 45 minutes just to figure out the cost. What a huge waste of time. Then he tells me the cost is between $400-$500 just for lenses! That's absurd! When I asked him why they were so much when other companies offered them for much less he was offended, handed me my perscription and left. Still no one from doctor's office came to get me so I left.

That's a very sorry way to run your store.

First of all i wanted to stae that there was not a time ive gone to the store without having to wait for some one to take care of me. There seemss to only be one employee on the floor

i purchased glasses last july. I took the glass back to be adjusted n the first month 3 times. I told the salesperson that i could not wear the glasses that they where to tight. I was told that the adjustment should work. Everytime i wore the glasses the back of my ears would really hurt, the manager told me to put vasoline behind my ear, the bridge of my nose would have an indentation within an hour. I got so frustated i started weariing them. I then wore my old glasses that i had purchased there. Well those glassed broke, so i went back to the newer pair. Still i wore them and they hurt and i could she properly because they where not aligned right again i took them back for an adjustmnet. Again i got there and only on staff member and two people ahead of me. I waitied. The salesperson adjusted the glasses from the top of the arm. Still no luck then i saw that where she was working on my glasses there was a small crack on the lense where she was working. I did not go back. I went back to where i recieved my prescprition and the clerk told me that the eyeglasses should not of been sold to me, that they didnt fit me properly. I am sending this complaint, because i think i something should be done. It was a waste of my money and time, especially now that the glasses are crack. This has been very frustrating. Thank you hope to hear back soon

Hi, I bought my first pair of glasses on Black Friday weekend and I have had multiple switches to try and get the best fit for me but I have had no luck. I wanted to love the glasses but it has been nothing but a hassle and waste of money for something that is a necessity for me. I have contacted customer service, the original store and multiple other locations to try and get something that I would actually be comfortable wearing and not having my glasses fall off of my face every movement I do. After multiple temporary adjustments I am completely unsatisfied and annoyed in the service that I have gotten. So many runarounds and no one to help me. I understand your policy but I would like something that I will actually be able to wear and see and not be dizzy every time I move. Please reach out to me.

To Whom It May Concern:

I purchased a pair of eyeglasses at the LensCrafters at 4000 Ashwood Dunwoody on June 10, 2018. At that time, I paid in full and was told that my glasses would arrive in seven days. I called on June 22 and told that someone would get back to me. I called again on June 25 and spoke with Lakisha Andry and was told that my glasses may be in a shipment on Wednesday June 27. At that time, we discussed a 25% reduction in the cost of my glasses. She said that she would talk to her general manager. On June 27, I met Robert Anthony who claimed he was the general manager. I explained my situation. He immediately told me that the shipment came in and rushed off with my receipt. I told him that I had spoken to Lakisha, and he did not at that time acknowledge that he had spoken to her about our discussion. After searching for the glasses, Mr Anthony located them, and told that Christian would help me. I asked what the policy was for receiving glasses. Mr. Anthony just walked away. After receiving my glasses, I again approached Mr. Anthony and asked if I was to receive a discount as discussed with the other manager. He said he did not know what I was talking about and immediately offered a glasses replacement policy. I told him that I did not want that and wanted to discuss the percentage off of my eyeglasses for the inconvenience. He again said I could have a glasses replacement policy and that Lakisha had spoken to him about the percentage off. At that time, I asked if he knew now what I was talking about and that he had spoken to her. He acknowledged such, told me I wasn't going to get a percentage off and offered a replacement policy which I declined. At that point, I asked for his regional managers name and the address of the corporate office. He said the office was in Ohio and handed me a business card with his name written on it. I looked at the card, Lakisha Andry's name was on the card along with his name written and I again asked for the name of his regional manager. He took the card back and wrote Laura Pierce on it and a number with option #7.

There was never any acknowledgement of inconvenience. Nor was there any explanation offered to why my glasses took longer than seven days. Mr Anthony also knew of the situation concerning my purchase and flat out pretended he didn't until pressed about it.

I have been doing business with Lenscrafters for several years now. Dr Jun has helped keep my vision healthy, and I also experienced excellent service on the retail side until this experience. Mr. Anthony's customer service was poor and that's about all that can be said.

It's unfortunate. I opted to write a complaint here versus dealing with the regional manager.

I am moving on from this experience.

Thank you.

I. Barbara Jacoby, mother of Casey Jacoby, DOB 2/12/79, came in with Casey and ordered & paid for glasses on the 14th of June, 2018. I was told the glasses would arrive on the 21st of June. When I called on the 21st, I was told it generally takes a week to a week and a half. I patiently waited till Monday the the 26th to call again when Michael stated they are unable to make the glasses as we ordered. Michael stated they tried reaching Casey Jacoby on the 16th, but Casey did not respond. Michael then reordered the glasses to be strictly sun glasses and that it would take a week from today, which would be the 2nd of July. I asked for a rush order, but Michael refused. I expect a huge discount or refund for this inexcusable delay. If they could not contact Casey that day they should have tried several times a day every day after the 16th of June. The staff should be disciplined and penalized in some way for causing this travesty.

Casey is a disabled epileptic and I have Power of Attorney to assist him with his needs. He has VERY poor vision and lost one of his contacts. He is basically blind at this point and needs his glasses ASAP!

I have had many problems with glasses from Lenscrafters in the past... particularly flaking of coating. In our possession at present, my wife and I have over three pairs of glasses with defective lenses which I was told the thirty day warranty was over.

Flaking of coating will take a few months to appear, so this thirty days warranty is nonsense. I believe Consumers Affairs of NJ ought to be informed of this scam, and I am planning to inform them.

Customer service rep (Susan) at Towne West location was extremely rude and lacked common courtesy when attempting to address a frame discomfort issue that was covered by 30 day warranty. When attempting to address with Drew (another) employee Susan kept interrupting and denying that she walked away from our initial request for remedy. I had to ask to please let me converse with Drew but Susan kept denying the discourteous customer service and I asked her to "shut up" at which time she threatened to call mall security. I chose instead to have Drew deal with issue but the behavior exhibited by Susan is not typical of the service we've received from this location and personnel over several years. My wife, son and daughter have received uneventful and stellar customer service before - recognizing throughout that we always have choices besides yours when it comes to the purchase of your services. But up to today why we've returned.
I am extremely disappointed with the lack for customer courtesy and feel that Susan did not need to threatened me rather recognize that it was a simple misunderstanding that would have been an opportunity for learning rather than get as defensive as she did as well as escalate with the threat of mall security for simply pointing out her discourteous attitude. I hope that this behavior is not condoned nor goes unaddressed. Very disturbing and unrepresentative of previous visits and experiences.