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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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5:11 pm EDT
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LensCrafters bad customer service

I have had the worst experience so far at Lenscrafters here in Torrance, CA. I am a new customer and wanted to try them out, and guess what?I will never go back to this company, not only that, I will tell all my friends and families how bad they are.I ordered my glasses on March 31 and it has been 4 weeks still no glasses!Today is April 27!I never received calls from them, I have to call them all the time and everytime I got a different time frame.They have so many excuses, first it was that the they made the lenses with wrong prescription, second time it was the lenses didn't pass inspection in the factory level, the last time I called, it is about the weather in Ohio!Give me a break!

I am so pissed at them, seriously, I have been wearing glasses since I was 16 and I have never ever been treated like this.There is no customer service, each time I have to call to check the status of my lenses and everytime when I call, it seems that I am bothering them!What a crappy company, I paid over 350 dollars out of pocket and this is the service I get!

Don't go to lenscrafters, you will end up paying top dollar for the worst service!

I am gonna go to the store tomorrow to see what another excuse they will give me, stay tuned in!

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HukE31
, US
Apr 13, 2010 12:20 pm EDT

I bought 2 pair of lenses for over $550 at Lenscrafters in Charlotte, NC and the lady there did not want to give me new cases for them. I had to argue to get them. No more Lenscrafters for me. This was purchased at the Carolina Mall store on March 26, 2010. The lady was not at all friendly and made me feel like I was intruding on her time. If this is the way that they treat their customers after charging them a lot more than what they would pay at Costco they deserve to go out of business.

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ASKIRT
Chicago, US
Feb 21, 2012 7:51 pm EST

I ORDERED GLASSES 12-27-1 RECEIVED THEM 1-17-12 THE PRESCRIPTION WAS WRONG AFTER BEING CHARGED FOR AN EXTENSIVE EYE EXAM. ORDERED ANOTHER PAIR WITHOUT KNOWING THAT PERSCRIPTION WAS WRONG BECAUSE I HADN'T WORN GLASSES A WHOLE DAY AND THOUGHT IT WAS JUST GETTING ADJUSTED FOR THE FIRST TIME NO LINE BI-FOCAL . THE MANAGER/DOCTOR REFUSED TO GIVE ME ANOTHER EYE EXAMED AND EXPLAINED HOW THE MONEY WOULD COME OUT OF THE STORE IF THEY CORRECTED THE LENSES FROM OTHER STORE, EXCUSE ME. I WAITED THREE AND A HALF HOURS AND LEFT THERE WITHOUT GLASSES STILL. THEY ARE AWFUL AND EXPENSIVE AND I WILL NOT BE GOING BACK.

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kaoru
Orlando, US
Nov 29, 2010 2:01 pm EST

She should NOT have been rude about it. But, if you're not buying a new frame, there isn't a case to go with your glasses... she should have at least been able to give you a Lenscrafters case...

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M
10:15 pm EDT
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LensCrafters unnecessary glasses

In May 2009 I had an eye exam at LensCrafters and was told, though I was shocked, that my vision was poor and that I needed glasses to safely drive and for everyday wear.

I was pushed into all of the expensive bells and whistles (sunglasses, anti-glare, scratch resistance, etc), though I had the option to refuse the extras.

Two years later I got an exam by an independent optometrist. They checked my glasses from LensCrafters and said that the left lens is plain glass and the right lens is the lowest possible prescription. They said I don't need glasses at all.

I paid LensCrafters almost $1000 out-of-pocket. They are criminals.

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srchng4care
garland, US
May 13, 2011 4:08 pm EDT
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i feel bad cause you got ripped off but couldnt you tell that your vision was okay i mean i just dont get how they could of pushed you into buying glasses and even after receiving the glasses you couldnt tell that there really wasnt much of difference?

Gr8gramie
Gr8gramie
Delano, US
May 07, 2011 11:25 pm EDT

Thanks, I was trying to figure out who to go to this time.
I do know that when I got a pair of RX tinted glasses at Lens Crafters some yrs bk, I had asked for "Amber colored." Since the amber allows me to see better at night.
They gave me a dark brown. I told them, no. . . Amber! She read her memo and told the man, she wanted Amber.
Went bk and they still didn't get it right. I told her that Amber is the color of pee !
She was shocked at the word I used but they just couldn't get it. During the first order, I did tell her Amber was a yellowish tint and you can see at night as if the sun were just going down.
I paid for the darker glasses and walked out. Never been back.
But that was in Woodland Hills, CA at the Topanga mall.
I had thought that, perhaps not all Lens Crafters were not alike. But after reading about them here, I give thanks.

Gr8gramie

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Marge Gunderson
Fargo, US
May 07, 2011 10:41 pm EDT
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Not to blame the victim, but didn't you notice there was little or no difference with them? LensCrappers is known throughout as rock bottom in honesty, value and quality. It is right down there with America's Worst.

FYI, with a quarter diopter of correction (the lowest unit), you generally see better with nothing at all. It's like looking through a window – no matter how clean and clear, you see better looking out with no glass in the way.

I know trying to tell through the phoroptor (the "better one, or better two?" part) can be overwhelming and confusing, and your eyes get tired and they all start to look alike eventually :^D . But if you don't see a noticeable improvement with the actual glasses, refuse to take them or pay, and assertively fight for a refund of any deposits.

ComplaintsBoard
M
1:38 pm EDT

LensCrafters stay away

After having a bad experience at Eyemasters in the same mall your store is in, I went to Lenscrafters to find new glasses. The person that helped me that day was Peggy. She seemed very knowlegeable and friendly and willing to help me. I told her what I was looking for, the price I had paid without my insurance at Eyemasters ($279.99) for designer Armani frames and Essilor lens with progressives and transitions, uv, scratch resistance-everything! I have Eyemed insurance. She called your lab to see if you have the verilux physio 360 lens and she said that they did. She put it my insurance info in the computer, she put in a generic frame with a cost of $200.00 and supposidly everything I wanted including scotchguard. She gave me a total of $277.00 for everything. She even showed that to me on the computer. I advised her that I had to get my refund back from Eyemasters (since they did not line up the bi-focal properly the glasses were a mess). I kept in touch with her over the next few days to let her know how that process was going. When I got my refund back, I called her and advised that I would like to come in and pick out a frame and purchase the glasses. I double checked again to make sure the price was as quoted as I had done every time I spoke with her. She stated each time that it was. I told her I could come in on Friday (July 10) She stated that she was off that day and that I could speak with her co-worker Sandy that day. My sister and I went up there Friday and I chose a pair of frames that were $220.00 D & G dd5028 in bronze. I wasn't sure about the color on the temples so I was advised to drive to the Cedar Hill store or the Southlake store to view them in another color or see other frames available. I then drove all the way to Cedar Hill. I live in Mansfield, so this was not close to my home. I arrived at the Cedar Hill location and they were very busy so I had to wait quite a while. They were out of that frame and had ordered a pair in black for another person but it was already sealed and ready to be shipped to another customer. I then left, but was advised that I could go to the North Park Mall location in Dallas to see them and other glasses. That was much, much farther to drive and I didn't go, it was bad enough that I had wasted time and gas going to the Cedar Hill Location and the trips to the Parks Mall in Arlington. I went back to the Parks Mall location in Arlington on Monday. Sandy was there since Peggy was off work that day too. I decided I would go ahead and get the bronze ones. She looked in the computer for my information, typed in my RX and proceeded to fill my order, did measurements, etc. When she was done, the price was almost $500! I didn't understand why. I explained that this was not what was quoted to me. She had the manager Charles to look at the order and he advised that I wait until Peggy comes back to work on Tuesday and let her do the order since she would know what she had done. I waited to receive a call on Tuesday, but instead I had to call her. They were busy in the store she stated, and she would call me back in about 30 minutes. 2.5 hours later, she called me. She stated she was still working on it and would call me back. She did call me back and said she realized that she had forgotten to add something to the order and that's why there is a big difference int he price. So, I have wasted almost a week with this! I've wasted time and money driving here and there for her to have misquoted me on the price! Shouldn't the price be honored since your employee quoted it to me directly and showed that price on your computers! I was assured when I spoke with your employees that you were much better than Eyemasters and that you stand behind your products and customer service is your main objective. I'm not seeing it. Sounds too much like a bait and switch to me. I will be posting this letter and my experience with your company around the internet.

I would like for them to honor the price they quoted me for what I requested. Or, they can do it for a even more discounted price or free since this has been such a big inconvenience. I've found numerous complaints all over the internet regarding Lenscrafters/Luxottica business practices and how customers are being treated.

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santa cruz Bear
Santa Cruz, US
Jan 13, 2012 4:57 pm EST
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AVOID! Luxotica is the WORST company on the planet... I sent my glasses in for a lens replacement, , , 3 months later, , no glasses, , after being hung up on, , , told lies, different stories, , passing the buck, , , AVOID, or you will be sorry!.. AVOID ray ban, sears, lenscrafters, pearl 1, sunglass hut, , , , , , HONESTLY.. go somewhere else, , even if it cost you more, , , , , , LUXUTICA STINKS

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C
10:23 am EDT

LensCrafters awful managers

So you wonder why you get poor service, glasses filled incorrectly, rude associates. Well lets see one day you can be running a Pawn Shop and the next day with no Optical knowledge be a General Manager at a Lenscrafters.

They hire only the worst of the worst so they can pay them low salaries.

There is horrible morale in the stores. The full time associates are hired for 35 plus hours per week but, when the stores are not making goal, their hours are cut in half.

Do yourself a favor ensure that the Optical store you choose to get your glasses from are run by Opticians, not Pawn Shop workers...

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octopus
Los Angeles, US
Apr 30, 2012 5:41 am EDT

Only some JC Penney Optical stores are owned by Luxottica; others are owned by US Vision. US Vision is just as bad however! I just wanted to clarify that ;)

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helloit'sme
whywhtdoucare, US
Jun 04, 2011 12:07 am EDT

and the worst part? Pearle Vision, Sears/Target/Penny's optical, and sunglass hut are all the same company.

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11:56 pm EDT
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LensCrafters customer service, lost money

I purchased a pair of eyeglasses and contact lenses at Lenscrafters. When I opened the boxes of contact lenses that I purchased there I found the wrong prescription. When I arrived at the store I was informed by their personnel that a) they are not responsible for the lenses, rather I need to call Acuvue directly and b) they don't service eyeglasses or contact lenses purchased at other Lenscrafters corporate locations.

My family has spend over $1, 500 and Lenscrafters a year for the past 5+ years, we will not return and neither should you.

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Bill Jac
, US
Mar 31, 2012 3:09 pm EDT
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From the first time I needed eyeglasses I went to lenscrafters but nave again. $310.00 for new eyeglasses lenses.
I drove one way 60 miles to get screwed.

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9:54 pm EDT
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LensCrafters bad eyeglasses - bad service

I went into LensCrafters (store #5617) in Menomonee Falls, WI for a routine eye exam. The optometrist said that I needed new lenses, so I placed an order for lenses only since my frames are one of a kind. When I received my frames back they were bent up and the prescription was totally off. I was told that I "just had to get used to it". 7 visits, 4 lens replacements (due to incorrect pupil distance measurements by LC staff and 1 incorrect prescription reading by a LC optometrists) any many encounters with a rude and untrained staff, I am left with damaged frames and lenses that give me headaches and blurred vision. I did receive a full refund for the bogus lenses and a quick "I'm sorry", but had to write in a letter to corporate headquarters to seek reimbursement for the rushed and inefficient eye exam that I received. I will not be returning to LensCrafters in the future and am currently seeking resolution to my vision issues with a local, private optometrist office.

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sabe4554
markle, US
Jun 13, 2011 3:55 pm EDT
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I am currently going through the same thing and am very frustrated with the fact that they just look at me like oh well to bad.

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6:49 pm EDT
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LensCrafters worst optician i've ever de

Advertise glasses in one hour but not when the blow the script. Went there on Monday (3/14/11) and have since as of today 3/17/11 spend 6 hours waiting for 3 separate trips. See how long I'll have to wait this evening as I still haven't received a properly prepared pair of glasses.
Do not use this vendor is at all possible to avoid so doing.
Wayne

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7:53 am EST
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LensCrafters extremely terrible service

I made the poor choice of visiting the Lenscrafters Optique location in Clairemont on Feb. 5. It was the closest optometrist to me and I was in desperate need of a new pair as my current ones were literally falling apart. I had an eye exam and purchases two pairs of glasses: regular and prescription sunglasses. All told, I spent over $1000. I was originally told my glasses would be ready within 5-10 business days. The following Friday I called the store to get an update on my glasses as the hinge on my old one broke and I had to glue it back together. I was told that my sunglasses would arrive on Tuesday and my other pair would arrive on Wednesday. Tuesday came and I was notified that my sunglasses arrived. I asked if my others would still be ready the next day so I could pick them both up at the same time. I was told, yes. Wednesday came and no one called me so I contacted the store and was told the glasses would be ready Thursday or Friday, despite being told twice they would be ready on Wednesday. Fast forward to Friday and, again, nobody has contacted me. I call the store and was told the glasses wouldn't be ready until Monday. I was offered absolutely no explanation as to the reason why I repeatedly given incorrect information nor any apology as to the repeated mistakes. Never did anyone at the store offer to update me on the situation or to expedite the process. The employees were nice enough to me when I first went to the store, but as soon as they got my money, they couldn't give a damn about me.

I urge any readers to avoid Lenscrafters. Do not give them your money and do not accept anything their workers tell you.

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1:11 am EST
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LensCrafters faulty product/no warranty

Bought a pair of glasses-overpriced at $525., but my wife liked the frames & service was fast. At 12 1/2 months, the layers in the lenses started to separate, glasses were unusable. The co. inisisted on their "0ne-year-warranty", couldn't help. After complaining to our State Dep't of consumer affairs, we got a response from the co. - They would replace the glasses -at half-price! we might have accepted a new pair free, but will not give them another dollar for a clearly defective product. Other glass shops we took them to said they'd never seen anything like it.

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OhWowReally
, US
Feb 21, 2011 12:37 am EST
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I agree that Lenscrafters is pretty shady and their work is questionable. That being said, you stated that the issue happened at the 12 1/2 month mark, which is a half month outside the one year warranty. After you complained to the state department, they did offer to go 1/2 off a new pair (granted, why would you want to buy from them again). That is much more than I can say for most companies. Most would have said "too bad, out of warranty" and left it at that.

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2:11 am EST
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LensCrafters unacceptable service

Over $600 and two months later, I had two pairs of glasses, one with an improper lens, and the other with a cracked lens. Had to go through 3 doctor visits. Sure wish I had read about the poor service of this company. Went to another company and a week later I have a great pair of glasses. Meantime, I'm stuck with two pair of overpriced, worthless glasses. Don't let LensCrafters employees tell you, "Nothing is wrong with the glasses, they just take a while to get used to." All they want to do is get you past the 30 day guarantee return date. Don't let them change the quality of the lens to less than what you originally ordered. When the company gets irritated, watch out that they don't over tighten your lens in the glasses on purpose so they crack. Avoid buying from LensCrafters! They have my money and I have worthless glasses.

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7:18 pm EST
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LensCrafters over a month and still have not recieved glasses

After a bad experience 4 years ago I decided to give Lens crafters another chance. January 9th, 2011, I had a eye exam, ordered glasses and paid for them in full. I was told it would be no longer then 2 weeks and i would have my glasses. Needless to say, I pay over 600 dollars for my glasses. It is now February 4th, 2011 and I have yet to recieve my glasses. I recieved no curtisy calls to explain the situation. I have had to call each week only to get a run around and attitude. I personally will never be a customer there again I have had the same exaxt problem twice, 4 years ago and present. I realize it is not a fluke its Lens Crafters that is the problem...

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John Cahill
, US
Feb 15, 2011 8:23 pm EST

As a member of The BBB, Lenscrafters has an "unsatisfactory" rating.
You can easily receive the BBB report.
Call The BBB and you will receive an automated service that will ask you to type in lenscrafters local phone number.
You will immediately find out lenscrafters has for years earned The BBB's lowest rating.
Lenscrafter is not the only national optical that has earned very low marks for price issues and service issues. "Consumer Reports" lists other national opticals to strongly avoid due to excessive and very misleading pricing, regular & repeated consumer complaints regarding "Bait & Switch" issues and much, much more.
When you call a doctor's office or optical and ask "how much is" regarding contacts, frames & lenses and you don't know what lenses you want, what prescription you need, what frame you prefer & what you may wish added to the lenses, you are telling the person at the doctor's office or national optical to lie to you, mislead you, say anything they've been instructed & trained during required lectures to pull you in by giving you a low price that doesn't ever-NEVER exist. Once they start writing up your order and the prices are always $100.- $300. higher than they stated on the phone, you'll start to learn why it is IMPOSSIBLE to shop for glasses over the phone & Internet. They are well trained by experts to lie & mislead. Once you say the well worn phrase “give me a “Ballpark or range of prices” you have told them to LIE to you, and they will lie to you. Additionally, how can you expect to receive a "Ballpark" or range of prices whan you have NO IDEA what you really need or want? Do you ever call a grocery & ask the "Ballpark" price of a bag of groceries?

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12:52 pm EST

LensCrafters no customer service... one month still no glasses

I have been a customer of Lenscrafters, in Beachwood, OHIO for years...for not only myself, but my husband and my parents. We ordered my husband $800.00 glasses on 12/24/2010...It is now January 18, 2011 and still no glasses...There is little recourse, because we only had to pay $200, since our insurance picked up the rest.

Unfortuntaely, by this being an end of the benefit year purchase, we don't want to deal with the hassle of trying to get another company to cover the new glasses thru 2010. Anyway, after personally stopping by the store weekely, after the promise date of January 2, 2011, being told it will be here in 2 days EACH time I went.. I have finally had enough. I went into the store one last time, for two reasons...to understand why, throughout this situation the only communication with them has come from me...they not once called to give me or my husband any kind of update...and also to get the info for the District manager, becuase clearly the store manager has dropped the ball. It took the employees 20 mins. to come up with the corporate address and and 877 number...

On top of that, they sent a tech upfront to talk to me. The only reason I could see is that they felt that because i was African American and he too was African American, that maybe he could get me to not be upset.. Unfortunately for them, there is a reason why he is not a customer facing employee.. He proceeded to try to argue and overtalk me.. all in hopes to convince me that the loaner pair of glasses, they decided to offer today, would satisfy me.. And when I told him that I truly have no desire to have them he cotinued on, as if ignoring my request would make me take them...

Needless to say, no resolution...no promise for the glasses to be here before "at best next Monday, " and all they want to do is offer me 25% off what I paid out of pocket...

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*Brenda
Alot, US
Oct 02, 2011 4:42 am EDT

My name is Brenda and I'm a low-life.I like to go on http://www.complaintsboard.com and diss people because I have nothing better to do.My 600 lb. husband left me for a beautiful blonde who was 18 years old and 110 lbs.Me?I'm a 1, 000 lb. 50 year old woman who never worked a day in my life and I sit on my ### all day and collect money from the government.I think I'm perfect and everybody else never does anything right.I make fun of people who have learning disabilities because I'm that pathetic and heartless.I also don't care if people say I'm pathetic and heartless because...well...I am!My name is Brenda and I'm the reason you all pay taxes and shoot yourselves.

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leeward
Costa Mesa, US
Oct 02, 2011 4:41 am EDT

I am going through the exact same thing in southern California. My nine year old daughters ordered lenses that were promised 36 days ago, and I was just told that it is going to be another five days before we know any thing else. Not one phone call from any Lens Crafters employees. They tried to tell me after ten days that they came in but were the wrong prescription. At twenty days they said that they were back ordered. At twenty five days, they forced loaner glasses on her. My daughter said they hurt her eyes, and they told her that she would get used to it. After fifteen seconds she took them off herself because they hurt so much. My daughters eyes are so bad she has never taken off her glasses during the day, only at night when she gives them to me so she can go to sleep. At thirty days I called again, and was told that they would be shipped from Texas on Friday the Thirty fifth day. I called today on day 36, and of course was told that they were not even ready to be shipped from an outsourced site, that then ships to the Texas facility, that then ships to my local Lens Crafters. I was told to call back on day 41 to check the "eta" estimated time of arrival. I am not lying, that is what I am being told "call back in five days to check the eta". To do this to an adult is appalling, to do this to a nine year old girl is UNACCEPTABLE. She had school pictures 2 days ago, and had to take them with glasses that are OBVIOUSLY super-glued right between her eyes. Help!

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11:55 pm EST
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LensCrafters rude

I went into the Lenscrafters in the Provo Town Center on Saturday night about 3 hours before closing. The person that helped me didnt explain things clearly(first time buying glasses) and told me that Bifocals are what I needed.He told me that they would be ready at 10:00am the next day(what happened to one hour?) I showed up to find out the store didnt open till 12:00 noon.I came back at 12 noon and the retail person didnt even show up till 12:15.I told the lady manager they made me the wrong glasses.She told me thats what I asked for and thats what I got.(very rudely)I told her that I have a astigmatizym in one eye and the other one was fine. That I needed the glasses to drive and read more comfortably and I dont want big magnifying squares on the glasses. She refused to change them and proceeded to be very rude to me. Never again will I walk into another Lens Crafters as long as I live. I went to Wallmart and got the glasses I wanted.

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Update by DontTredOnMe
Jun 03, 2011 10:57 pm EDT

Well Holly... what is it that you think you can do? I all ready have glasses. I cant get back into the program that was donating medical services to me. The only way Lens Crafters can help me at this point is (1) have that nasty lady fired, and (2) give me the money to get my deviated septum fixed. So if you really want to help me, reply to this with your direct phone number, and I'll tell you where to send the check.But you and me both know that will never happen.

Update by DontTredOnMe
May 31, 2011 6:00 pm EDT

I actually went back to the Lens Crafters In the Provo Town Center to see If I could reason with the Manager. She laughed at me and thought it was funny that she had me kicked from a program that would have saved me thousands of dollars. They were going to help me get my nose fixed so I could breath at night (deviated septum). Now that's never going to happen because of angry person employed by lens Crafters. What is this world coming too?

Update by DontTredOnMe
Jan 25, 2011 6:35 pm EST

The only resolution Im seeking is for that Manager to be fired for treating me like that. She also had me removed from a Charity that was donating medical services to me costing me thousands of dollars. Just because Lens Crafters didnt make things clear to a person that had never had glasses before. And then refused to fix the problem.

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5:09 pm EST

LensCrafters misleading service

When I came in for my eye exam I showed the guy my insurance card. I told him I that my insurance pays for my eye exams, my lenses and $75.00 off my frames. He looked at me and said nothing. I went in for my eye exam, picked out glasses as well as sun glasses. When we said down to do paperwork he informed me I was out of network for my insurance. That they could give me 15% off my eye exam and 30% off my glasses. He knew I was out of network the whole time and said nothing. How unprofessional and unethical. I work in the health professional, we always tell a patient immediately that they are out of network. You don't wait until the person racks up a bill to tell them. I was expecting not to pay for my eye exam but instead I had a $50. bill. I would never do business with them again.

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LensCrafters horrible customer service and they don't stand behind their warranty

I bought a pair of Oakley glasses from Lenscrafters on July 17th 2010. I only needed a backup pair of glasses, since I wear contacts most of the time, but certain frames give me headaches because I have TMJ, so I ended up choosing a frame by Oakley that fit similar to my non-prescription Oakley sunglasses (because they are the most perfect fitting frames!) In the store, I wore the frames around (with the non-prescription lenses in them) and they fit great! I usually have the problem of glasses falling off my face because they are too wide at the temples or just because I have oily skin, but these actually fit! I told one of the employees that those were the ones I wanted, paid, and was told that I would be contacted when the glasses were finished.
**This is where all the problems started**
I went back to the store a couple days later to pick up my glasses, and I made sure to try them on before I left, good thing, because they were stretched out! It took about 20 minutes worth of heating and bending and heating and bending to get them back to near- normal. They said it may take a few adjustments to get them right, which I didn't like, but I went with it.
Now, it's September, and I have been back several times to adjust the frames and they still are not right! When they are adjusted, and fit correctly, I try to wear them, but they come out of adjustment within an hour! I can't take it anymore, so I took the glasses and the receipt back to the store and asked what they could do for me under their 90 day guarantee. **SHOCKER** They said there was nothing they could do except keep adjusting them! I was so angry at that moment, I told the manager that I just want them to take the glasses back and give me a refund! Obviously, they didn't want to lose any money, so they offered free adjustments and cleanings whenever I needed them (umm, I thought that was offered to EVERYONE, ALL THE TIME.) When I refused, and told them that I would be satisfied when they give me my money back, the manager said that he would not do that because it had been over 30 days since I bought my glasses! I reminded him of the "90 day UNCODITIONAL MONEY BACK GUARANTEE" that the company so boldly advertises, and without hesitation, he said "Oh, you don't get that, you bought your glasses the day before that started."
WHAT?! I could not believe it! I was so mad that I left the store before I said some very unprofessional things! That evening, I sent an email to Lenscfrafters Customer Service telling them how dissatisfied I was (AM!) The next day I received a call saying that they were contacting the store manager concerning the situation, and that I would receive another call in a few days. The day after that, the local store manager called and said that he absolutely would not refund my money, that he would only adjust my current frames. Then he said "Or I can exchange those frames for a less expensive pair of 'regular' frames- but I won't refund the difference." I told that guy "NO WAY" that I was not being scammed out of any more of my money, and that I would contact the regional manager, or higher, and attempt to solve my problem that way. He tried to intimidate me by telling me that all problems come down to the store manager, and that I would only be dealing with him, not anyone with more authority.
My thoughts right now are as simple as this: We'll see about that.

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LensCrafters never again

I was under the impression, from advertisements, that Lenscrafters was the best place to go for inexpensive eyewear, as well as good eye doctors.

I had an exam by one doctor, then had to have a repeat exam, because the first doctor got all my information incorrect, lens were wrong, strength was wrong... then after seeing the second doctor, they ordered my glasses I picked out. Those glasses were sent back five times, and it took a total of five months to receive my glasses.

I would NEVER return to this place! Besides, the prices are very high and their work is not that good.

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Bivaris
, US
Nov 19, 2009 10:52 am EST

I had an exam at LensCrafters in LA. When it came time to purchase glasses, the guy who was helping me was told to go home because the company was trying to save money by reducing hours. The two remaining employees had an argument over who had to help me.

I ordered 3 pair. Two were made wrong. The employee argued with me over whether they were really wrong. You'd think I know, given that I couldn't see. When I finally convinced him to take a closer look, sure enough he found that the measurements were wrong. When I went back to pick them up, one was right and the other was wrong again. So now I had two good pairs and one wrong pair.

When I returned the third time, I was told that they had been made incorrectly again and needed to be made a third time. No one offered an apology for the inconvenience and they behaved like they just wanted to get me out of there. Clearly there is no quality control, not enough staff and no consideration for customers' time or frustration. I will never go back.

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WarrenHeath
, CA
Feb 16, 2010 7:18 pm EST

After the forth pair of lens they still can't get it right. Now they refuse to refund my money, they want to keep trying to get the lens right. 7 weeks 4th pair ! I think not.
I've worn glasses for 30 years and never have I had as poor of quality as from them.
I've never returned a pair of glasses ever in my life. These lens are crap. They even used (so they said) the best material they have.
Well they have poor techs working on them too, first 3 lens they gave me had scratches all over them. But they asked why I couldn't just wear them like that!
I told them the Purple Fringe was the worst I've ever seen, the head tech asked me what that was.
I told him I would expect someone in his position should know that.
(look it up on internet)

If you are doing your research and looking for quality... DO NOT GO TO LENSCRAFTERS !

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LensCrafters incompetent staff

Lenscrafters, Mall of Prince Georges. Only 2 incompetent staff working there! overpriced, waited a month to get glasses that one of the incompetent staff told me had been sitting there for 2 weeks, after I repeatedly called and was told that they were not back. I told you staff was incompetent...why would they tell the customer that your glasses have been sitting here for 2 weeks!I am not going to go into detail about this store, but I will say...you will never, ever get another dollar of mine! Your "quality assurance" is defined as - Staff digs through a pile of blue trays, pulls out a pair of glasses and sprays on a solution. Then wipes them down and put on your face. Then they act like you are taking to long while trying to see if they are okay. Wonder why you have so many complaints...pay your staff a decent salary, and they will perform better! Remember..."word of mouth is the best advertisement that any store can get"! I should have had a clue when a lady made a comment about waiting a long time and walked out!

I know someone from your staff will respond to this...I don't really care what you say. Just like I read what others had to say, after I ordered glasses. I hope someone will read this and see what they are getting in to before they order glasses!

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DP1518
, US
Nov 29, 2010 9:31 pm EST

We are under-staffed and over-worked at most locations, you are correct about that. Depending on where you work I guess. Our MBE (mind blowing experience, yes I know it sounds corney as hell) is to put your frames on the tray with your glasses and cleaning cloth with the case on there too. For an associate to do that, I'm surprised...maybe they didn't have the correct number to reach you at? That's happened to me few times with people who don't pay their phone bill or something and then get cranky at me when I am unable to call them. Try to give the workers the benefit of the doubt cause we spend most of our day getting yelled at by people who don't understand how under-staffed most locations are.

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LensCrafters problem with the eye glasses

I bought a pair of prescription glasses. The frame of thia pair gave a big problem to me. The Co. opticians tried to correct the problem but they were unsuccessful. They were supposed to give me the full refund, if they could not satisfy me within a period of one month from the date of delivery of the glasses. However, they prolonged the debate, and made an appointment to see their Optometrist on May 7, 2010. They told me not to go to see the optometrist as the prescription was not their's. They were suggesting to do the glasses using a cheap frame, and to which I declined. They have charged a lot of money from my Insurance Co. and me. I am still suffering the consequences.

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LensCrafters disorganized customer service

I went in to get my glasses adjusted on Friday before the 4th of July holiday week-end. after 10 minutes, Kyle told me to sign in before i can get help. so, i signed in. then he got to my name and told me that he cant help me, that i would have to wait for bob or maria and for me to sit down. i guess he marked my name off and didnt tell the other 2 that i was next. so, several other people went ahead of me, then melissa came over to see if i need help, here again, same story, she couldn help me. why? then i finally approached bob and told him i needed an adjustment. while he was adjusting my glasses, he had to answer the phone 3 times and get up to help another associate, while useless kyle was standing in the back not doing a thing. if every assocaite cant help me then why are they there wasting the company time and my time? bob was cordial with me. but i still wont be back to lenscrafters. too many people not knowing how to do simple things like put a screw in. 35 minutes later i was fixed. the actual repair took less than 3 minutes. i asked bob why he had to help me and he said the "new people" cant do repairs. so how are they going to learn, he wasnt even observing? it was a very frustrating expereice ! why have a sign in sheet and not use it. Dont ask for kyle or Melissa (hint)

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KixStar
Your mom, US
Jul 05, 2010 11:16 pm EDT

"too many people not knowing how to do simple things like put a screw in."

If it's that simple, do it yourself next time.

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LensCrafters exam cost

I went to the Fox Valley Lenscrafters on 6/16/10 for my 5:30 appt. I got there on time and was told to sit in a waiting area. A lady got me and took me back to the initial exam room. She was kind of pushy. I said that I wanted a contact lens exam and she said "So you want the Comprehensive Exam" and then proceeded to do the initial testing. I saw the eye doctor, who was great, and was fitted with my new contact lens Rx. Great. All is good so far.

Then the same lady started getting really pushy with my frames choice. I've had glasses since I was 8. I can handle picking frames. I am the type who likes to not have salespeople bother me when I'm looking. LOL she MUST have been commission based because she scowled every time I said I wouldn't pay more than $150 for frames. Anyway, I finally picked frames she liked and we went to do the paperwork. She kept adding things to the order to my lenses, like coating etc without asking me! The initial total for the glasses was about $800! OMG. I finally got her down to what she said was my "final total" of $388. I was expecting about $350-$400 for my bill since it is convienient to get the glasses in an hour and be done with it. I also wanted to give my eyes a break from contacts. That is also about what I paid the last time I got new glasses.

Anyway, she then says my total is $536! Apparently, my "final total" didn't include my "comprehensive exam" which totalled $148! I was expecting the exam to be $75 for a contact lens exam. Apparently, she added extra exams without telling me. Ok, it can be argued that I should have been paying attention but how am I supposed to know what a comprehensive exam is? I said I wanted a CONTACT LENS exam. By now, it's 7:30 and I'm tired of arguing so I just pay the bill. Then she says that I have to wait two weeks for my glasses! Getting the glasses that day was my whole reason for going there and I invested 2 hrs of my life there. If they are not there in exactly two weeks, I will return my order.

And I was supposed to get 30% off my exam because of my motor club but she didn't enter it. I also was not given my contact lens prescription. I think she was mad because I said I'd order my contacts on my own after I got the $536 "final total"!

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Nikolas T
Austin, US
Jan 28, 2011 8:03 pm EST

Sorry bud but you bit yourself in the butt. I've had glasses since I was 7 and I knew that you have to get a comprehensive exam before getting a contact exam. I now work for an eye doctor and we only charge 134 for a comprehensive and contact exam. He's a great eye doctor and does not push you around. It's a private practice and has been here for 6 years now. Private practices are the best place to go for exams, glasses and contacts. You'll find their prices are as good or better and their service and courtesy is at least 10 times better because it's a much more personal atmosphere.

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anonymousoptician
Washington, D.C., US
Jun 28, 2010 12:00 pm EDT

$148 is low-end for a contact lens exam. The only places that charge a whole lot less are the discounters who rush you in and rush you out to the tune of 5-10 minutes and inferior service.

A comprehensive exam is the only kind of eye exam you want -- it's the only kind that checks for all eye health problems and issues.

My eye doctor (who is unaffiliated with ANY corporate entity, BTW) charges $200 for my contact lens exam without insurance, etc -- but the exam takes nearly an hour, I spend little, if any, time waiting around for doctors or technicians, and he writes the best prescriptions I've ever had.

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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