LensCrafters
reviews and complaints

I spoke with Mary-Ann from the Lens Crafters located on 6301 NW Loop 410, San Antonio, TX [protected] #S21A phone number [protected].

As I had a some questions about the amount that I had paid vs. what my insurance covered. I did not understand what Mary-Ann was saying and she stated "I have already told you twice". I am the customer and if I need it explained 10 times then so be it. She also told me that "If I had questions about how much I paid, I should have asked Elizabeth when I was paying"

The sales person was Elizabeth 589031. While Elizabeth was very nice, but she only explained partial of what I was paying for. I did not have my insurance coverage right in front of me so naturally I could not tell if it was all accurate.

While I am typically a patient person because I too have worked in customer before and understand that customers will have questions, I have decided to cancel my order for Lens Crafters due to the customer service I received over the phone with Mary-Ann.

To whom it may concern,

On December 9, 2017 my family and I purchased frames and lenses at the LensCrafters inside of Macy's Boca Town Center mall store #3254. We were helped by Nura 501290 who insisted we took the one year eyewear protection plan. However, she failed to disclose the benfits that this plan included. She did not mention that we are able to exchange the glasses if there was any damage and only have to pay $25 for frames and $25 for lenses. As a result of this lack of knowledge of the benefits I was not able to utlize it to its full potential. Prior to the year ending the uv coating of the lenses had started to peel. When I returned to location that I bought the glasses I was informed by another associate that due to the time period passing for the coverage that I could have utilized the protection plan. Had I known this information I could have replaced the glasses without paying the full price for the lens. I would like to have the protection plan honored even though the time period has passed since this knowledge was never initally disclosed.

Hi,
This is my second email to you, I waited couple of days for someone to get back to me, but nope, anyhow I received a phone call from old orchard location for my daughters appointment on Sunday at 3 pm old orchard location, I dropped off my daughter there and tried to find parking but before even I park I received my daughters call again to pick her up, she told me that they can't see her and upon calling the store the associate didn't know Wht she's talking abt, so I asked her if I can talk to someone who's sure of what's going on and why we were being called if she's not suppose to come, Jacky the store manager came on call after 10 mins hold and instead of making me calm started talking over me, repeatedly saying that she's ordering the contacts now (idk why? ) and she didn't apologized even once instead very rudely she asked me she doesn't know Wht I want? Really ?
Till now my daughter didn't get her contacts, upon calling the store again myself some other associate helped us and she was confused of Whts going on and why Jackie returned my daughter of her visit, I hope someone talks to her and teach her some customer service skills, I don't want to leave lens crafters as im a valued customer for many years, there's a class this store carries and staff should follow the protocol .
Thanks

I ordered glasses and when they came in they were the wrong frames; they crammed my lenses in to another similar frame but never bothered to order the right ones. I also complained about the prescription saying I could actually see better with my OLD glasses. They just told me I'd get used to them. Two months later, I'm still having problems so go to a different Lenscrafters, and they told me that the settings for lining up the pupils was wrong, so they had to reorder the right lenses!
After almost a year of suffering, headaches, sore eyes and poor eyesight, I went to an independent ophthalmologist to see if maybe I had allergies in my eyes. He told me no allergies, but he said my prescription, especially in my right eye was WAY OFF! So, after almost $1, 000 handed over to Lenscrafters, I find out they screwed up! When I complained, they told me that since it was not within the 30 days, there's nothing they can do! We'll see what small claims court says!

I took my mother 98 years old to Carmel Mountain Rd facility. Not equipped to see elderly people, nor impaired. They have two small rooms to pre-screen with an assistant. Two small of a room, could not even get Mom in, and ended up skipping this initial pre-screen. Took her to Dr's office, and he proceeded to test her. Once do e, prescrption was suggested, bought glasses, paid for his services, and had glasses processed. Mom cannot see at all. Now, they go tound circles stating that they can reach certain clarity based on her age. This was not disclosed, but yet took our money. Now, wIting for their thurd party doctor's perspective. "We are o lyenscrafters, the doctor is contracted services...". What a shame!

I ordered mine and my kids glasses on the same day on a friday. On the following tuesday I recevied a message that my kids glasses were ready. I called and was told that mine had shipped and the would arrive on wed or thurs. On thurs I went in to pick up all 3. I was told mine was still processing. 10 days after I ordered all three I was told yes my glasses did arrive on that thursday but there was an issue and they had to be sent back.

They did not offer to do anything but send me a message when my glasses do arrive. I am not happy with the customer service from the managers that I spoke with. I will be taking my business somewhere else. I dont think that they deserve my hard earned money when I feel like I have been lied to.

I ordered a pair of glasses, but after three tries of getting my prescription right, I returned the glasses. They returned my money for them.

So I went to a different eye glass place. So I tried to buy new glasses, but my insurance said that I wasn't eligible for new glasses because Lenscrafters did not release or negate my insurance company after I returned them. So I called the Lenscrafter store that I purchased and returned them to. They told me they would send or call corporate office so that it would be released. After about 5 days, I called my insurance company to see if they received the release. They hadn't received it. I waited a couple of weeks, and called insurance again and they still hadn't received it. I again called Lenscrafters to see if they had sent it. They said they did. Of course my insurance didn't receive anything from them. So I found the phone number to the corporate office and called them. They said they would send it. Again insurance hadn't received It! So the insurance coordinator called the corporate office, and she kept me on the line so I could hear what they were saying to her. After she talked to them for about 20 minutes, the insurance coordinator told them to FAX her personal account the release. They said they would. I waited about a week, and then called the insurance coordinator, and they, of course, still hadn't received anything. She told me to contact the Better Business Bureau.
I didn't call them in hopes that this Complaint would once and for all get this taken care of.

On 1/23/19 my spouse and daughter went to the Valencia store (Store 610) to pick up their glasses (took 2 weeks to do my spouses glasses even though it was stated same day service)
My insurance doesn't cover Lenscrafters so we were looking to get a discount since the glasses are so expensive. I am a disabled Veteran so we thought a military discount would help. When my spouse showed the sales associate my VA ID my spouse said the sales associate turned rude and began acting in a discriminatory manner (we are in a same sex marriage).
My spouse's glasses were made incorrectly and was told it would take another 2 weeks to correct. They were rude to my spouse, didn't apologize and didn't offer anything for the inconvenience. She requested a refund and we will go somewhere else. The associate continued to be extremely rude and discriminatory. Made my spouse and daughter feel unwelcome and that Lenscrafters did not want their business (although very polite until she realized the spouse was a woman).
My daughter's glasses were supposed to have anti-reflective lenses. When it was pointed out there wasn't any on there, the associate argued with her and said she was wrong. My spouse and daughter demanded it be redone since it wasn't done correctly. Again, the associate argued but sent it back to the lab. My daughter was correct. Even though the order stated the lens had the anti-reflective coating, it did not. Therefore, we were charged for a service/product we did not receive.
I tried several times to contact a customer service person to file a formal complaint. I also tried calling Luxottica Retail. Either no one answered (even the Operator was "unavailable"), I was directed to the store, or I was sent to a website that doesn't exist. I have yet to talk to an individual. Since it is the store I have concerns with I want to speak to a Corporate customer service executive.
I will be filing complaints with my employer, my benefits manager (since it was my HCA that made the initial payment), and several other sites citing Lenscrafters discriminatory practices, charging for services not rendered, poor customer service (below zero on a scale of 1 - 10) and failure to make things right.

1. I think it is unfair that customers are not able to use instore discounts with insurance coverage
2. I went into this location on Jan 18, 2019 I have a really horrible eyesight which I know and understand but when I am uncharged 300.00 for a thinner lens and then I receive the glasses and then lens looks exactly like the insurance covered lenses of my previous pair there is something wrong with your sales and you are ripping people off. I am returning the pair as well as canceling my contact lens order because I was deceived and paid for something that was incorrect. I am highly disappointed and will not ever use lens crafters anymore

I ordered my contact lenses more than a month ago. They still haven't come in. I am more than upset. Every time i talk to them on the phone, i get the normal excuses. i am told that they will be in within 5 days. And guess what? They don't come. i am told that there is a problem because of the "holidays". I was put on hold for 30 mins only to have the lady tell me she will call me back in 10 mins and guess what? she didn't. i still haven't gotten a call back. Please save yourself the trouble and go to a different place. Somewhere that values their customers and actually help them instead of making excuses and leaving me in the dark.