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2.2 369 Reviews

LensCrafters Complaints Summary

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

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S
4:40 pm EST

LensCrafters glasses purchase nov. 2017 susan patterson

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.

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Inspector58
, US
Feb 26, 2019 10:16 am EST
Verified customer This comment was posted by a verified customer. Learn more

Same issue happened to me, I am also still waiting . I am going to contact the insurance commission because I believe this to be fraud. they are keeping the money associated with our insurance claim.

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R
9:45 am EST

LensCrafters discriminatory practices

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.

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8:39 am EST

LensCrafters price and value

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

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8:41 pm EST

LensCrafters special order on glasses

I ordered a pair of glasses on December 15, didn't come in till January 17th. There were mistakes made with type of lenses and delay after delay because no one seemed to care. Needless to say I will not be shopping there again. Service was poor. One bad experience and the whole world will hear about it. My out of pocket is over $1000 plus insurance

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4:58 pm EST

LensCrafters contact lenses

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.

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J
2:21 pm EST

LensCrafters doctor nancy casper

Dr. Nancy Casper was exstreamly rude when I took my 6 year old to her office for his kindergarten eye check. I was told by her staff that the office was equipped for little ones but it is not. Dr. Casper was impatient and obviously has no experience with little children. My son had to sit on his knees, which was hurting him, and was repeatedly told to sit still. I said that I was told her office could accommodate little children and she responded with "maybe it depends on the child." We walked out. My son was excited for his appointment and was upset that we had to walk out. She is a horrible woman.

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11:36 am EST

LensCrafters calling customer service

Every single time I have called lenscrafter customer service (4 times this past month, due to my glasses taking 3 weeks (?) I am on hold for 20 minutes. Please get more people working in your customer service department. Or do an online chat for online customers. The one time I tried to reach out to an online rep in chat form they said they could not help me because my order was online...?

Also I should note i've called at all different times of the day and it's no different. All I want to know is why my glasses are taking so long and I dread calling into the customer service line.

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10:59 am EST

LensCrafters eyeglasses

I had made an order for a new pair of eyeglasses on Thursday 1/3/2019 and aas told that my order would be ready in 7 days. When I called them on Wednesday of next week, they told me again that it'll be ready by next day. Once again, I called them on Friday the 11th and still their item was not ready and may take 7-10 days. When I asked the reason for it, they said that because I had placed the order during the holiday ( what kind of holidays we have after Christmas and New year's, really), my order won't be ready until Thursday the 17th. I am really upset about this especially after specifically letting them know that I had broken all my eyeglasses and urgently needed a new one. Had I known that their customer service is so bad, I would have taken my business elsewhere.

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1:00 pm EST

LensCrafters service - manager

I bought my glasses from the store in Governor's Square Mall in Clarksville, TN. I must I love my glasses and the customer service from the ews Santana was wonderful and every time she is there to welcome me with a warm loving smile.

On the hand the manager Erica is the worst person I have encounter. When I first purchased my glasses in Nov 2018 Erica had another ews to work me when she knew first I was waiting on my daughter and second I wanted to work with Santana since she was the one the one that helped pick out my glasses and went over all my insurance coverage with me. I was very upset about that and even more upset to find out that the person she sent to finish what Santana started with me did not put the sale in her name. I feel Santana did all the leg work that was her sale. Fast forward I have come back in and purchased more glasses I made sure to wait on Santana. But this last time I went in 01/2019 the manager Erica was in the store and she made me and my daughter feel so uncomfortable when we where there getting her glasses. Erica kept staring at us as if we were going to do something. If this is how we are going to be treated when we come in there I can take my business elsewhere.

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5:13 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

LensCrafters my warranty. and account

Bought my glasses at LensCrafters in okemos Michigan inside the meridian Mall in March of 2018 ( 2 pair) one sunglass, one regular prescriptions, and warranties on both I went in there today to find out if they could fix them or replace them under the warranty and they are telling me they have no record of me.a few of the girls tried to look me up several times asked me several different questions and Sunday tried to look in some other database whatever that means. and I said well then what should I do and they just looked at me with no answer. They're only reply was sorry we can't help you. That when I asked if you can't fix them can I buy a new set of lenses and put them in the frames and without even looking at the glasses said no we don't carry them anymore you will you have to get a whole new exam and and by whole new lenses in frames. And me being legally blind. For one I can't afford for something I've already paid for 2 my prescription is already maxed out and they know this. 3 I'm a member of the leaders of the blind organization so I hope we can resolve this soon I hate to believe this is how you treat the handicapped

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Update by Mikegalla
Jan 09, 2019 12:35 pm EST

And now it's pretty funny couple weeks before my birthday. They send me a happy birthday card. But yeah they can't find me in their computer system nowhere

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11:35 am EST

LensCrafters service

My name is April Harbin, and I do not know my client number.

I have been purchasing my glasses from LensCrafters at Perimeter Mall in Atlanta, Georgia for 3 years. The first time I went to LensCrafters, I did so because I could get my glasses the same day. Last year, I had to wait for my glasses to be made somewhere else and arrive, but I waited less than a week to receive them.

My appointment this year was on Sunday, December 9, 2018. As usual, I purchased new glasses.

When I went to order my glasses, my sales associate had to either stand or sit on the desk. When I asked why, she said that someone over this particular store came in and removed all of the chairs and that only the customers could sit. This was quite an unpleasant experience having someone stand or sit over me to discuss my glasses. I ordered my glasses with the sales associate sitting over me to take my picture for the bifocal fit using an ipad.

I called the store last Sunday, December 16, 2018, to see if my glasses had arrived, and I was told that it would take a week to 10 days to receive my glasses. Last Sunday was a week.

I called the store today to see if my glasses had arrived. I was told that they had not arrived, that my "promise date" is today, and that my "promise date" had changed to this Friday, December 21, 2018. What good is a promise date if it can just be moved on a whim?

The total cost for my glasses was over $1, 100.00. After the application of my vision benefits, I paid over $400.00. In the present day, two weeks is too long to wait for a pair of glasses.

When you pay this much for glasses, walking into a store that is lacking equipment for proper bifocal fit, no chairs for sales associates to sit in to assist you, and waiting two weeks for the glasses to arrive is quite insane.

I have referred so many people to LensCrafters over the past three years, and I'm questioning whether I need to continue to do so.

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10:10 am EST

LensCrafters employee/false advertisement

On Saturday, December 15, 2018 approx.10:05 a.m. I called LensCrafters in Florence S.C. about the last appointment they had available. I spoke to Chelsey, I stated I would like to make an appointment for today? She said we are real busy for today and we don't have any appointments. I said, I see you have one left online. She said, ''NO'' would you like to book another day? I said, can I do a walk-in? She said "NO" we are really busy today. According to the sites and stores walk-ins are allowed.

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Mikegalla
, US
Jan 09, 2019 12:34 pm EST
Verified customer This comment was posted by a verified customer. Learn more

So what happens on here we file a complaint and nobody contacts us have you had any luck

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M
7:16 pm EST

LensCrafters online prescription glasses order

-Misty Tardiff
www.lenscrafters.com
ORDER NUMBER [protected]
[protected]@gmail.com

This is my first experience ordering prescription glasses online. Unfortunately this experience has been extremely frustrating. I ordered prescription glasses two weeks ago. When I ordered, I paid (partially with insurance. I sent in my prescription immediately and I also input my optometrist's contact information. I have heard absolutely nothing in regards to my order. No confirmation of order received email. No calls or emails to ask questions. I called the customer service line. After being on hold for 20 minutes I decided to send an email instead. I sent an e-mail last Thursday expressing my concern about not getting updates or confirmation about my order. On Monday I received an email saying they would be happy to answer questions when I call. Once again I call and this time I'm able to speak with a representative. First she tells me she can't even find my order. Then she tells me that they sent two e-mails to me requesting my optometrist's number because the one I provided was a non working number. I immediately checked my spam folder because I received no email whatsoever. I was never emailed. I then double checked the number I provided to my optometrist. It was correct. I called to verify and had no problem reaching my doctor.

I am so disappointed and confused as to what is going on. The worst part about it is I want to request a refund but if it doesn't get back to my insurance company in time, I am going to completely miss out on my annual prescription glasses coverage since it is December. I would hope that if I request a refund they will at least honor the insurance coverage as well.

-Misty

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11:19 am EST
Verified customer This complaint was posted by a verified customer. Learn more

LensCrafters employee

I stoped by on Saturday December 1st to go pick my sons and my glasses. I arrived at 8:30. Online lenscrafter.com shows they close at 9. I arrived door was unlocked. One emploee was at the scene at that time. As soon as she saw me coming in she was very rude and started to yell at me saying that she is closed. I told her that online it shows they close at 9 and door was unlocked with the business lights bright and shiny. I left and as i was approaching to my car i double checked online for the hours, I was right.. I came back, door again was unlocked again and asked her why online shows they close at 9. I told her Im just here to pick up my glasses for my son and I. Should be quick. She continued being rude she stood up and started to kick me out in front of my son. I felt embarrassed and humiliated. I have been a loyal client with lens crafters for many years. I will not go back to pick up my glasses. She was a blond lady with straight hair. I didn't get her name. I felt totally unconfotable. I spend over $700 i paid for my sons and my glasses.

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9:57 am EST

LensCrafters online order

I tried to place an online order for contact lenses on November 25, 2018, but system was completely down. I was asked repeatedly to reset my password. When I finally got in, there was no way to submit the prescription. I called customer service each day to try and get my order filled. On Monday, the customer service rep said he would retrieve the prescription, when I called Tuesday to check my order, nothing had been done. Follow up Wednesday, was promised expedited shipping, Thursday called, nothing had been done. I asked for a supervisor, customer service disconnected me. I cancelled my order, will never use again and will be sure to share my horrible experience.

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2:51 pm EST

LensCrafters terrible service. poorly made product - kenneth cole glasses

Paid over $600.00 cash to your store in San Diego, CA [protected] Clairemont Dr, San Diego, CA 92117). One of the items I paid $270 for. Prescription Sun Glasses. Within under just under 5 months, the lenses were showing scratches and one of the arms fell off. I was pretty annoyed that a pair of glasses that cost this much, was already falling apart. I walked into the store to complain, no one said they were sorry for the inconvenience, no one offered to go back to the manufacturer to point out how crummy their product is. As a matter of fact, other employees were scrambling to leave the general vicinity. A young man named Alex kept staring at the glasses while grasping for words... Which should have been: "I am very sorry this has happened, I am going to help rectify this situation". Instead, he messed around with his Ipad to look me up, mumbling under his breath. Alex, finally says" "Well, it looks like you paid the $35.00 one year protection plan, that'll be $50.00". ?! I expressed my absolute shock that anyone would dare ask me for MORE money, and someone in a white coat came out and told Alex to waive the $50 fee. Really ? D-uh. What I really needed was for someone to apologize for the major inconvenience of having to leave work early to take in broken glasses, tell me right away that they would be addressing the poor manufacturing with the maker of the glasses, and offer to let me pick out something else. Why would I want to stay with this crummy manufacturer?

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6:32 pm EDT

LensCrafters lenses

I clean lenses appropriately and correctly. The coating started to come off and lenses became foggy. I used the protection plan I bought and paid $50 to renew. Less than a year later I'm having the same problem, I was told the protection plan starts from original date of purchase and was told they would offer me 40% off of new lenses(which is the standard offer). I paid nearly $1000 for the lenses only to have the coating peel off in less than year. LensCrafters refuses to correct the problem. Don't waste your money go to Wal Mart, I have 2 old pairs from there that are in better shape than the ones from lensecrafters, plus customer service is better and they will correct any issues due to defective product

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4:58 pm EDT

LensCrafters manager of the store

I've been a client of LC for a long time now. We used to go to LC Plaza las americas in Puesto Rico. I always go to Dra. Burgos for her outstanding service and profesionalism. The employees where very helpful. When I went to pick up a new pair of glasses I notice there is not much inventory is the same frame over and over. And because three months ago when I went from a warranty change of frame the told me that because the change "the terms" I had to exchange it for the exact same frame (I wanted the same but another color) Nobody informed me this in writing... well because ao all these reasons I want to shpo around. Fot this I need the pupilary distance (which is supposed to come as part of the eye exam. They told me to talk to the manager. I ask the person on the cash register at the moment and I got the worst and nastiest attitude ever, and after this she tells me: "If you want a manager that would be me!" Initially she told me that the PD was dependant of the frames chosen. I just stared at her indicationg that the measure is standard (I'm an MD) and after this she told me that by law she is not obliged to give it to me. I went to the gorls that work with the ophthalmologist and the gave me a measurement given by the machine. Considering I was used to being treated very professionally by Francisco (they told me he no longer works with you) all my family use to get our glasses with you. My mom, dad, husband, sister and nephews (Francisco's service draw all of us in) But after this very nasty encounter I will be only be going back for my eye exam with Dr. Burgos.

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10:51 pm EDT

LensCrafters worst customer service i've ever had

First off, the doctor who had given me an exam, was very quick and seemed as if he was in a rush, from the start I was very skeptical about the situation. With that being said i trusted that they knew what they were doing. After the prescription was filed, lens crafters ( in the same building ) checked it and said its good and they made my prescription.
After about 3 days i got a call that my glasses were ready, so I cancelled every appointment I had and quit dispatching trucks. ( as a business owner that is THOUSANDS of dollars )

Anyways... They offered to redo my eye exam... okay ? but now I am going to have to come back to test the glasses which at this point im doubting would be the right ones.
so im supposed to lose twice the money for them to complete one job which I had paid about 600 dollars for...
As I based my frustrations the only "solution" was to redo my eye exam and refund me $50 dollars off my $439... As a business owner and as someone who has been raised and always practiced the statement "the customer is always right" my experience was below that by an unexplainable amount.
My final statement to them was either you can give me a 50 percent refund on my glasses and make it right ( which is a lot less than the money I would lose from making two trips to them for one job being done, which I had already paid for ) or I would take a full refund and find another company to complete my order... now instead of fixing it and keeping my business they chose to refund me and send me to the next company per the " owners policy "

to say the least I am disappointed and this will be shared with anybody I come across asking for recommendations.

thanks for nothing,
Jordan Miller

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7:59 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

LensCrafters eyeglasses

On August 1, 2018, I purchased a pair of prescription sunglasses and eye glasses from Lenscrafters in Ross Park Mall, Pittsburgh, PA.

The glasses for which this complaint is filed for is:

BE2172, Blk Blk, 52/16/140
To these glasses I also added on the new blue IQ clear coating and requested the anti glare ad scratch resistant coating, which I have always done on all of my glasses.

I live 3 hours away from the Pittsburgh lenscrafters an 2 hours away from the closest lenscrafters to my residence. After I made the purchase I requested that the glasses be mailed to me. Once I received the glasses in the mail it took me a few days to realize that there was something off with the anti glare. I was able to see reflections. I called the store to notify them at which point they told me I didnt add anti glare onto the purchase so it wasnt applied. This was not the case at all I know I did add that on, but nonetheless they told me I was within 30 days and I could add that on. So I did. I returned the current glasses I had by mail and was sent a new pair of eyeglasses in the mail.

Once I recieved the eyeglasses again in the mail the arms that wrap around the ears on both sides were stretched so far that it couldn't even sit on my ears. I had no issue with this in the first pair. I called the store to tell them and they told me it's a simple job of tightening. I went to 2 different lenscrafters at 2 different times to get it adjusted and the glasses arms are still wide, dont fit my head and are not balanced.

I know for certain this is an issue with the glasses itself because I have had plastic glasses before and never had this issue and the first initial pair I was sent also did not have this issue. I've been a loyal customer to lenscrafters and have spent a lot on glasses over the years. I need to have something done with these glasses because they keep sliding off of my head and I live at least 2 hours from the closest lenscrafters and have an infant child and dealing with this is not easy for me.

Can you please tell me what you could do for me on this.

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LensCrafters Customer Reviews Overview

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

LensCrafters In-depth Review

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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Empowering Real Experiences

At ComplaintsBoard, we believe in the power of true customer stories. Our platform is a space for authentic voices, where experiences, both good and bad, are shared openly and honestly.

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ComplaintsBoard values reviews that come with real evidence. Whether it's a photo, a detailed account, or additional documentation, such substantiation adds credibility to your story, helping others make better-informed decisions.

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We're more than just a complaints board; we're a community for balanced dialogue. ComplaintsBoard encourages reviews that not only highlight issues but also acknowledge positive aspects, fostering a fair and comprehensive understanding.

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Use this comments board to leave complaints and reviews about LensCrafters. Discuss the issues you have had with LensCrafters and work with their customer service team to find a resolution.