LensCrafters
Reviews and Complaints

DO NOT BUY FROM LENSCRAFTERS. In October 2023 I purchased glasses at Lenscrafters in Great Lakes Mall at a retail cost of $886. On May 24, 2024, I went to the store to complain that my left lens had three marks on it, and it was also starting on the right lens. The salesperson Katherine asked if I had any animals because they looked like teeth marks. I do not have animals, never dropped my glasses and live a very sedentary life. She absolutely refused to do anything to repair the glasses stating that I did not purchase a protection plan. My glasses are made with polycarbonate which is more impact resistant. Lenscrafters uses cheap material and if any damage occurs, they refuse to do anything to repair the glasses. My last glasses were seven years old and there are no scratches on them. I resent the attitude of the salesperson Katharine who treated me with a smirk and dismissed me. I am an elderly person and should be treated with respect, especially since my glasses cost $886. It’s not right that after seven months I have to buy another pair of glasses.

Went to the LensCrafters at Arizona Mills mall cause I was in need of some new nose pads for my shades. The folks working there were real polite and on the ball, they found the right pads and fixed them onto my sunglasses quick. When I inquired about how much I owed, they told me it was on the house, which was a pleasant surprise since I don't even buy my prescription glasses from them. The staff was super kind and I'm thankful for the help they gave me. Definetly would suggest checking this place out if you need anything for your glasses.

So I was in the market for some new glasses and decided to check out LensCrafters. Honestly, I was pretty shocked at how expensive everything was. Even with their frames and lenses, you can definitely find the same stuff cheaper at other places. They told me that my lenses would cost a ton, even after they slapped on a 40% discount. That just tells me they're inflating their prices so much that even with a discount, you're still paying way more than you should. It's like they mark up the lenses by at least 50% to make the discount seem good, but it's really not.

And don't get me started on the frames. They were charging like 200 bucks for frames that I've seen at other stores for maybe 65 dollars, and that's when they're not even on sale. They seriously need to rethink their pricing strategy. I mean, how do they even stay in business with prices like that? Doesn't anyone compare prices anymore?

All in all, the whole trip was a letdown and I'm pretty sure I won't be going back to LensCrafters. Just wasn't worth it.

Most eyeglass stores you walk into are actually owned by the same big company and the prices are way higher than they should be, just do a bit of research and you'll see what I'm talking about. So I'm kinda hesitant to even complain about LensCrafters cause it feels like it won't make a difference. But here goes nothing...

LensCrafters keeps going on about their new Clarifye digital eye exam, saying it's gonna change the game and get rid of the whole "1 or 2, 2 or 3" thing. So I go on their website, lenscrafters.com, and I book an appointment with an eye doctor they recommended. Turns out, this doc doesn't even have the fancy equipment. If I wanted that, I'd have to go somewhere else. And here's the kicker – this new tech they're hyping up? It doesn't really change the exam. Instead of the doc flipping lenses by hand, they're pressing a button and the machine does it for them. But you're still sitting there picking between "1 or 2, 2 or 3"!

Honestly, I would've just walked out right then and there, but my wife was with me so I stuck it out. But that's it for me and LensCrafters. They're not straight up with their customers.

So I bought a $500 gift certificate from LensCrafters and mailed it to a friend, but turns out she moved and it got lost in the mail. Their policy is super strict, you gotta have the actual gift certificate to use it, not just the receipt from when you bought it. They make sure to tell you this when you're buying it, so now it's just gone. I've been on the phone with them a bunch of times and they always say they'll call back, but guess what? They don't. I even went to the store myself and all I got was "We're waiting on a response from the manager or corporate."

I mean, I'll give them this, they do have quality lenses. I always pick up top-notch progressive Oakleys from them. But with the gift certificate issue, if it gets lost, you're out of luck and you'll waste so much time trying to sort it out. Looks like I might even have to take this to small claims court, which is just more time and money down the drain. What a hassle, definitely not doing that again.

The general manager, Mike Lozada, wasn't much help either. He was like, "I don't know if we can cancel the gift cert order number, but we're looking into it." Basically, that means I'm gonna have to keep pushing and fighting to get this resolved. I'm just so tired of having to call and visit the store over and over. I have the email receipt of the purchase, but their stance is clear: "You need the actual gift certificate paper, not the receipt."

I really hate to make a fuss, but my time is worth something. I'm never buying a gift certificate from LensCrafters again. Other places would be like, "You got the receipt? No problem, we'll refund you or issue a new gift certificate." But LensCrafters? Totally different story!

On December 13, 2024 around 10;30 am, I was at Lens Crafter at Christiana Mall Newark DE. I was picking out new glasses. I had cataract surgery on the 18th & 25th of October. I have a bad astigmatism and was given a new prescription on the 10th of December. After being fitted for a new pair of glasses, I was told my new glasses would be back in 7 to 10 days. I explained to employee what was going on with my eyes. I called in on the 22nd to check if my glasses were in. The phone rang about 8 times before it was answered. Gave person my name and she replied my glasses were still at factory, I don't think she looked up info because she answered too quickly. Called back next day the 23rd, was told the glasses were shipped that day and should be back by Thursday the 26th. Today is the 26th and I called the store around 1:30. I was told that my glasses were shipped this morning and should be here by Saturday. I told employee that I am tired of the run around I am being given I am having problems with my vision. I have been with Lens Crafters for over 25 years and I am very frustrated and unsatisfied. Dorothy Tolston

I was told after picking out my frame and running what my insurance will cover that my total would be $39 dollars. My husband told the young man Herbert that he would come in the following day to pay the $39 and was told now we owed $63 on taxes for my order PLUS the sales tax charge to my insurance! I have never had to pay a tax for my insurance too. I have FEPBlue Cross blue shield.

I was told by sales rep that this is very common. If it's common then I would not be surprised.

I received my contact lense order for a 6 month supply. I received 4 boxes 2 of which were a different prescription than my last order. I took them back to the store in Rancho Santa Margarita. The person working there told me that the prescriptions were correct and that one was for my left eye and the other right eye. So right there in the store I opened the boxes and tried them on. I left the store and kept the contacts in for a while. I was unable to see out of my This same thing happened with the order prior to this order. They replaced the prescription and gave me all one prescription. So i have 1 prescription for both eyes.I was unable to see out of my right eye. I called and told to bring them back and they would replace them with the correct prescription. So, I went there this evening and they would not take them back because the box was opened. How else would I try them on? I did it right there in the store. I'm really frustrated at this point and would like my money back for a full refund

Wendy Bender

[protected]

[protected]@gmail.com

Lenscrafters Montclair Mall # 0622. December I went to this location with prescription for glassed, the young lady that helped me was very nice and explained the blended and I said that I tried it before and had a hard time she explained the new blended and I said I would give it a try. I picked up my glasses in January, then went back due to glasses weren't correct and the same young lady helped me. I said that I wanted to get my eyes checked again and she said if the prescription was wrong that they would remake my lens at no charge. The prescription was off and a new order was sent in, I picked up my glasses again late January after 2 weeks went back due to the arms on the glasses were so tight I couldn't close them all the way and I was bending them.

A young lady that worked with adjusting the glasses loosened the arms so they would close easier but after a few times of working the arms closing/opening they had tighten back up again. The young lady then popped out the lens and put them in new frames (same brand). When she did this she tweaked frames and they would not set correctly on my nose, she did try to fix them then said to try them and if they didn't work I had 30 days to exchange the frames. I when back the Lenscrafters a week later (week of 2/12) and this time Annette assistant manager helped me, I explained the the frames were week and showed here that arm was already loose and ready to fall off. She said " you have already been in here 4 times that we cannot keep doing this". I said I was told my last visit that I had 30 days to exchange the frames if the didn't work out. She was a little upset and said okay pick out another pair. I went back to her with a different frame and she started to measure I asked her to make the blended part start a little lower from the measurement and the lady from when I first went in explained it to her but Annette was having a difficult time with it and kept saying it was wrong, I finally said fine I will go with what you think is best. I went today 2/23 to pick up the glasses and was looking through where the blend was starting, I explained to the young lady for adjustment that in order for me to see out of the glasses they would have to set half way down my nose, the young lady checked the line on the glasses and said it is where it should be. I said that I had asked to have it a little lower, she then went to get Annette. Annette said that the line was lower and nothing could be done. I told her it wasn't and I asked to speak with the manager, Annette said she was the manager I said no your badge shows assistant manger, Annette then said she would get the manager and went to the register and started speaking to another employee. I waited 5 minutes and neither of them came back to me. I started to leave the store then turned back to Annette and said I want a refund and my insurance credit back their money. Annette credited my money back and said the insurance would get theirs back.

I went to the LensCrafters on Ming Ave in Bakersfield and man, the vibe was off. The staff there, they just had this way about them that felt kinda rude. It wasn't what I was expecting at all, and it definitely wasn't a good look for them.

So I went to LensCrafters at Market Mall in Calgary cause they said I could get my glasses in about a week. Well, that week turned into "maybe next week" and then they told me "they're being shipped today". Next thing I know, they're like "they're on the truck and should be here by next Tuesday... possibly". But nope, they weren't. Then they're all "for sure in today's delivery" and then it's "or maybe tomorrow". They kept saying "we'll call you as soon as they arrive". Gotta say though, their one hour service is something else, huh.

I purchased a pair of glasses from Lens Crafters on July 11, 2023. The store is located at 6722 Charlotte Pike Space #107, Nashville, Tennessee.When the glasses were finished, I could not see correctly because everything looked messed up. The glasses would not allow me to see properly. I told the saleslady who was helping me that I could not see clearly and that everything looked strange. She replied by saying that this sometimes happens but that the problem would clear up after a short time. The problem got better but not completely. I could see but when I was in a large area such as outside or when I was in a store, I felt unsteady as if I might fall. I have bought glasses from them and other places in the past and this had never happened before. I went back to Lens Crafters and asked them if they could replace these new lens with the ones that were just taken out. I still see pretty well with them. These lens and the frames were also purchhased from this same Lens Crafters. They said that they would for $137.00. Since I had just paid them for these new lens. I said no becaused I had paid $505.33 for these new ones. Walmart replaced them for free. I would like a refund for $505.33. I have tried to contact them on the internet but I was sent to another place that proved unsuccessful. I don't have the money to pay for glasses that cost $505.33. Thank you so much for your help with this matter. My name is Mary Wilson, 1035 Fox Hill Road, Ashland City, Tennessee, 37015. My number is [protected]. Please let me know as soon as you can. Thank you very much!

I placed an order for lens fitting service at LensCrafters in South Coast Plaza on 11/17/2023 and handed over my Cartier frame to the store. The staff assured me they would call me once the glasses were ready. However, I never received any notification. On 12/28/2023, I called to inquire about the status and was informed that my order was canceled due to the high prescription strength of the lenses. They mentioned they were waiting for a response from the lab, but the details were unclear.

I requested prompt updates and expressed my desire to retrieve my frame to get glasses elsewhere. Despite contacting them again on 1/3/2024, I received no notification. The staff's responses remained vague, failing to clarify the cancellation reasons or the status of my frame. They insisted on waiting for further information.

On 1/5/2024, I called again, and Rita, the person in charge, processed a refund. I emphasized the two-month wait without being informed of the order cancellation and requested the swift return of my frame to avoid further delays. Rita assured me she would contact her manager and the lab for an update.

As of 1/17/2024, LensCrafters had not provided any proactive notifications. Upon my inquiry, I learned that Rita was on vacation, and my frame's whereabouts were unknown, with the staff lacking the authority to assist. My only option was to wait. I requested to speak with higher management, but they claimed not to know.

The entire experience has been extremely unsatisfactory, with the staff displaying a lack of professionalism and a failure to address and resolve customer issues. This behavior appears to be a blatant disregard for customers, and I feel deceived as a consumer.

On 10-17-2020, I purchased four $500.00 gift cards from your store #5612 in Brentwood, CA for a total of $2000.00. My son had an eye exam on 10/12/2023 and when we went to purchase his glasses with one of the $500.00 gift cards we were told that it was not valid. I had not used any of the gift cards since their purchase in 2020 and provided the receipt of purchase with the gift card. Brittney and Ivy, the store manager, from the Brentwood store tried calling numbers on the back of the gift card and to customer service but could not explain to me why the card was not valid. They suggested I leave the gift card and receipt with them and they would call me back on Monday of the following week.

I spoke with Ivy on Tuesday, 10-17-23 and she informed me she sent an email (although I am unclear as to who) and that she had not received any response about why the gift card was invalid. She suggested I call the number on the back of the cards myself as I still had 3 gift cards at home.

That evening I did call the number on the back of the gift cards and spoke with Aurora. She easily looked up each of the 3 gift cards that I provided numbers for and told me all 3 cards had been deactivated by Lenscrafters two days after purchase. She informed me that the gift cards were voided on 10/19/2020 at Store 5612, Merchant [protected] at 10:57am, 10:59 am and 11:00am. Lenscrafters is still in possession of my 4th card, which has also been deactivated.

After finding out this information, I immediately called Ivy and informed her of this. I felt as though Lenscrafters had stolen my $2000.00. Ivy told me she would follow up her prior email to I’m assuming her superior with this information.

I again called Ivy on Thursday 10/19 but she was off. I spoke with Ivy again on Friday 10/20/23 and she wanted confirmation that the $2000.00 was indeed taken from my bank account. She told me I paid by check. I went home and gathered the bank statement from October 2020 which clearly shows Check #122 to Lenscrafters in the amount of $2000.00 as being cleared. I also obtained my duplicate check showing Check 122 to Lenscrafters dated 10/17/2020. I drove this proof over to Ivy at Lenscrafters and gave it to her directly.

It is quite clear that Lenscrafters took my $2000.00 and then voided my gift certificates therefore taking my monies. My remedy is to return my $2000.00 to me asap as this is not good customer service and constitutes theft.

Please remedy this situation as soon as possible and advise,

Regards,

Mrs. Phyllis Arevalo-Foreman

[protected]@gmail.com

[protected]

I purchased Ralph Lauren Glasses from Lens Crafters at Eastdale Mall in Montgomery, AL & I've NEVER had WORSE SEEViCE! To start with they treat U like they could careless if your there or not!

I told them my 81 year old mom was in the car could someone please help me!? There was A man on the phone I ask if he'd help me when he got off the phone but he didnt I had to go & find him & ask again for help (I don't know why I didn't leave) I picked two pair out but didn't buy them because I couldn't decide & they were definitely NO HELP! I call the next day to see what time they close so I could arrange someone to sit with my mom they told me 8:00. I told them I was on the way to order & pay for the glasses I had picked out.

I got there at 7:40 the bars were down like they were closed I ask the employee threw the bars if he could please let me in so I could pay for my glasses he told me NO "He had to go pick his 1 year old up" I said its not 8 yet he said very RUDELY MAM I TOLD U I GOT TO GO GET MY KID! They could of saved me A hour drive & sitter fees for my mom had they told me when I called that they would NOT Be there to 8:00 like they were suppose to be! So I went back 2 days later (like A idiot) because SERVICE AGAIN WAS HORRIBLE! I Also wanted Perscription Sunglasses & ask if they had any deal on those they said No all they had was 40 off lens.

I go pick my glasses up they were loose I ask them to tighten them he got them "Acted like he tighten them" Just with his hands! Then I go to Mobile AL to see my daughter my glasses were so loose they were fallen off my face so Thankfully the Lens Crafters there said they could tighten them for me & they did & their Customer Service Was AMAZING! I ask the manager if they had any deals on 2nd pair of glasses or sunglasses he said when you bought yours they should of offered you 40% off lens & 40% off the frames THEY DID NOT!

So Im just wandering if yall tolerade this kind of service? I hadn't had my glasses 30 days yet & thinking I may take them back & buy somewhere else because the treatment & money they cost me!

Stefanie Lawrence

[protected]@gmail.com

[protected]

I am writing to you because of the misleading information that your company lenscrafters are providing for it's customers. I had a appointment at 110 mall circle,ste.2001 waldorf md 20603 on august 21.2023 @6:20pm. I was told by staff that i had to have a eye exam before i can get a contact exam and i stated that i only want contacts not glasses after the exam i was presented with a additional bill for $76.50 for contact lens eval knowing that my insurance will only paid for a eye exam or contact lens exam not both the staff also stated that toric didn't standard contact lens.I wouldn't have made a appointment with lenscrafters optometrist if i knew you policy is to mislead your customers . Willie jenkins [protected]

Date 6/6 2023

Store location 1411 South Power Road, Suite 102 Mesa, AZ

I needed a new contact prescription and I called before hand because I do not have insurance. I needed to know the cost to budget before scheduling. I had been a patient for years but in 2022 I went to another eye care specialist.

I gave the person in charge of scheduling all of my information and he found me in your system. He said a contact eye exam without insurance would cost me $100. That was a little high for me since I'm on a limited budget but I scheduled that day. I cleaning up and drove 10 miles to the location. When checking in everything was fine until he said he made a mistake and since I had not had a exam there since 2021 it would cost me $180. I do not have that kind of money! He said sorry we can't see you then. I would not have even scheduled had he told me $180 on the phone. He wasn't nice about it when I asked to speak to his manager. He said the name was DeAndre and he would call me. I called another location to see if DeAndre was there and they took my name and said he would call me. No one has called me. I no longer work but my time if of value and gas is expensive. Please contact me at [protected]

Robin Bennett

[protected]@msn.com

I went to LensCrafters on March 30, 2023. I had my eye exam and paid my co pay for that and that went well. I was going to purchase my frames and lenses so when I was ready to check out the card reader wouldn't take my card. It kept kicking it out. It was my FSA card. They stated they had that problem earlier this year and it was fixed. I called Consolidated Admin (FSA) my card was fine with plenty of money on it.

They called their technical support and I swiped my card at least 10 times and it kept kicking it out because I would bypass the pin # which this card does not use and it wouldn't go through. I have been using FSA for over 20 years and never had an issue until now. The sales associate said they would call when they find out something. I never heard anything after 3 days. I went and picked up my prescription and I told her to let me know when I can come back to purchase my glasses. I have yet to hear from them. I am highly disappointed. This was my first visit and my last. I am so upset and will take my prescription elsewhere. Someone could have called me back. Not a good thing to ignore your customers and not want my money.

Trisha L Farley (highly disappointed)

[protected]@gmail.com

Husband made a purchase at the LenCrafters in Bloomingdale, IL on Army Trial. Paid $250.00 in cash and 195.00 0on credit card. After reviewing the the total amount of $479.00 give or take. Called requesting an itemized invoice to find out they overcharged my spouse by 99.00 plus tax. Went in on 3.26.23 requested a refund. They credited the card for the $195 and change. as for the Cash they said they could not give as they did not have and would have to contact corporate. They tried putting the cash on my husband debit card it dropped off the bank after 5 days due to not going through.

It is already going on two weeks, and no one calls back. Husband still out his $250.00 cash.

I wanted to reach out regarding my concern over a customer service experience today. March 14th around 10:30 am at the Alamoana mall LensCrafters location on Oahu Hawaii.

I went in to inquire if my lenses were still under warranty. The woman who assisted me looked it up and informed me my insurance ran out in January. I mentioned I did stop by the mall in January but the store was closed due to moving to a new location. I then mentioned I went to the new location and the store was still closed. She then proceeded to tell me I was wrong and that they were never closed. To be clear, I understood my insurance was expired. I was expecting absolutely nothing. I was finding my bad luck to be ironic and was just sharing a story. What I wasn't expecting was to be belittled and treated like a liar. I insisted it was closed but she just kept insisting I was wrong. I felt belittled and humiliated. I left the store to cry in a bathroom stall.

I had a friend visiting with me in January and I called her after this. She confirmed from her memory that they were very much closed the day we went. Because I was joking about having the worst luck. I live an hour away so of course I don't have time to make it down town often. Even though I knew I remembered correctly I needed to be validated after that experience.

This particular employee was passive agressive and gave me such an auful experience I can never set foot into another LensCrafters again. I have paid out of pocket for several prescription glasses over the years. Yet I felt worthless as a customer.

I am in no way asking for anything, but I do think this employee needs to be trained better while interacting with customers. In my line of work I have actually HAD customers lie to me, I would NEVER accuse them of it and give them attitude.

I was being completely honest.

I just wanted to let this go but it has ruined my day and since I still feel terrible hours later I figured I would share my experience.

I came into the Metrotown store on dec 27 2022 to correct my progressive lenses (the reading bit at the bottom was too narrow). Instead of immediately offering to replace, the employee took it to the back where it turns out they were experimenting on the lens, trying to do what? Twist it into a new shape? Twice the man tried to convince me that the lenses were the same measurement as before — despite the return policy saying they will do "whatever it takes" to replace the problem if I am not "completely satisfied." Finally he returned the glasses, re-measured my frames (which they did NOT do before when I got the lenses) and arranged a replacement — finally. When I put the glasses on, the lower 2/3 of the left lens was totally blurry — they had heat damaged the lens trying to do who knows what to it. Thankfully the top left of the lens still worked so I could actually SEE and drive home — of course there was nothing they could do — they damaged my lens irrevocably — and when I insisted they expedite my new lenses, the response was very mealy-mouthed indeed. I got a wet, soggy "maybe", which means no. There was no attempt to show they were actually sorry and would make sure to put my order higher up on the list. Why not? They can do as they please. I went in with incorrectly prepared lenses, and came out with a destroyed lens I can barely see out of. The headaches I'm getting already! I have to drive, go to work, and function with these destroyed glasses. What if the lens was totally unusable? I wouldn't have been able to drive home or do my work!