LensCrafters
reviews and complaints

I had to purchase new frames. LensCrafters had my same Coach frame in stock on display.

This was in July, 2022. One of the nose pieces broke off 11/1/22. I went in November 4 to get another frame. They didn’t have one to fit my lens. I was told they wouldn’t replace it at no charge because I didn’t purchase the guarantee. I understand that rule but this is different situation. That frame probably had been tried on many times and adjusted to see if someone could use it. This should not have happened in 4 months. It was defective when purchased, I feel they should replace this frame.

I have been a LensCrafters customer for over 50 years. Your service has not been the same in the last 10 years. Employee turnover is terrible and they hire people who don’t know how to adjust glasses. There should be some adjustment made on my frames.

I was told to go on line and find one!

She should be fired. Please advise.

I’m wearing glasses with one nose pad.

The most horrible customer service!

Bought 2 pair of glasses back in April in Boca Raton store, one pair has manufacturing damaged lenses. For over 6 months have been trying to resolve the dispute...

No returned phone calls from neither Customer Care dept or the corporate. The managers at the Boca store simply denied that the lenses in fact had manufacturing damage. Took glasses to a different store in NJ where the manager confirmed the damage was due to overheating during the assembly. All I want is to have them replace the lenses, but all I get offered is "an employee discount of 50%"...

I will never ever go back to Lense Crafters and especially the one in Boca Raton!

12/2021 I walked into LensCrafters in Union Square Macy's.

I ssked for help selecting a frame to fit my face shape and size. Representative was very helpful and suggested I also purchase a Protection Plan. I bought the plan because it seemed like such a great deal when the store Representative told me I could use this plan for 12 months for any issue or if I wanted to exchange frames. I clarified more than once that I could exchange frames with this plan and even involved family with me at the time in the conversation. Fast forward approx 1‐2 months - my glasses constantly needed tightening and I felt the frames were too big.

I went back to same LensCrafters hoping to exchange my frame for a smaller size in the same model.

The Representative at the time rudely shut me down and let me know that I couldn't use the plan purchased for new frames. I showed him how they keep falling off my face and he did offer to tighten. I asked for the Representative who sold me plan and he no longer worked there. This was not a pleasant experience, the representative made no effort to reach a better solutiion other than saying I could come in any time to have glasses tightened. Glasses are a plastic frame that they heat with equipment in store when tightening. I felt the representative thought I was lying about what I was told about the plan.

I have returned again to have glasses tightened but they stay fit for only 2 days tops. I do not have time to continuously return to have tightened. I am coming up on a year having to deal with my glasses always falling off my face. I am a homecare worker and I can not tell you how horrible it is to have your glasses fall in the toilet or in a diaper or on the floor as I am assisting a client.

Had eye exam and purchased glasses same day, complained several times that glasses we not comfortable eyes felt tired. Always said they needed adjustment. Second eye exam determined that glasses were to strong need new lens. Is it fair that I pay for the second set, do not expect new frames only the correct lenses.

David O´Rear

9872 W. Marguerite Ln.

Beach Park,IL. 60099

[protected]@gmail.com

[protected]

LensCrafters A 546

Store# 10546

I purchased two new pairs of glasses on Monday, September 19, 2022. The salesperson told me they would be ready the next day. I requested the glasses be shipped to my house because I wasn't sure I could drive back up to the store. I was told they should be shipped and should arrive on Thursday.

On Thursday, September 22, I called the store to ask if the glasses had been shipped. They had been sitting in the store and had not been shipped.

Purchase stories glasses at local LensCrafters and I told them back to the store because I was having problems hearing phone calls with static. The representative stated that I didn’t have a warranty on the glasses. I explained that I had requested a warranty obviously because of new technology and the cost. I became irritated and ask for a manger. Manger made an exception and let me add the warranty but I wanted to use rayband warranty. I asked for warranty information and was told I would have to find the information somewhere else she could not give it to me. I went online and found the information and contacted the customer service support line and decided great service and fixed the problem over the phone. Disappointed that I didn’t receive the support number from the stop. The store only wanted to address the issue of replacing the glasses with a 125 co pay. Recommend sales representative in the store have access to information to help customers in the store with at least contact information vs stating can’t give warranty inform. I can be contacted at [protected] I am a longtime customer not satisfied with the service received in the store

I purchased ray ban sun glasses for men from one of your stores:9301 Tampa Ave #2000, Northridge, c/a,91324 back in 8/22/2022 which it was on display.

I asked the customer Rep if you have a brand new I the back, she said this is the last one it takes 1 or more to order a new one. since it was on display she went in the back and tried to clean it, when she brought it to me I forgot to check it until next day in my car I realize it had 2 scratches on right lens.

I took it back today to exchange it, the general manager Ashley after lengthy talk and disagreements, she said I have to wait til tomorrow for the person who sold you this glass, then I call you.

I told her it's only 2 weeks why would you change it, she said may be the scratch was afterwards, I said no it wasn't I saw it next day but I couldn't come earlier.

That's what she told me you have to buy the warranty now ($35) and pay for the part also ($25), I said it suppose to be new first of all and is less than 30 days I brought it back to exchange it I don't want refund just change it.

She told me NO I have to be wait til tomorrow I call you,

Purchased 5th pair of transition lenses (progressive) amethyst in November 2021. Upon p/u I ignored what I thought was lint from tissue. fast fwd. Mar, Apr, May, noticed more lines in corner. Had friend at optical look, they’re CRACKS! Call LC &they tell me trans have 30 day warranty &it’s now my problem. Why should I pay for it? It’s their faulty product.

They cannot provide the correct sunglasses, spent $600 - waiting for months and assist manager claims the money is theirs for there 30day policy for product never sold. Thief - the manger says only owners can ok it, but then it’s a big corporation - well I have 600 reasons why to asks people to boycott the colonial store. Much better business in Oviedo called Vision Source

On 6/10/22 was researching discount frames on line at LensCrafters on Parkway Palza in El Cajon, Ca.

I had my prescription and took in with a list of frams I saw online. When I got there I was told LensCrafters is no longer caring discount frames. To which I said “ this is what was on your website, perhaps it should be updated because it is misleading” then I started looking at frames and a lady came to me a asked it I needed help. I told what I was looking for and she brought me 3 pairs of glasses they 3 ere very square frames and very masculine. Then I told her I was looki be for glasses that had nose pads and had the stretchy temple. She walked away Was there for an hour and no one came to help. I have been a long time customer of LensCrafters, I’ve been going to them for over 20 years because I have never had issues with their glasses. I was very disappointed with the customer service.. I had asked for Christine who had help me in the past but she was out to lunch. It was not even busy there were maybe 2 customer and 3 customer reps. I have always worked Customer service it is something I take great pride in. So I was shocked, and disappointed.

1. You should not advertise items you no longer carry.

2. You should really take good care of you retiring customers

3. You should never ignore any customer for and hour. I was waiting to see if the girl would comeback she never did. I was the only one looking at frames.

Order nos : [protected], [protected], [protected]. Placed on the 26th March, 21st April and 22nd April.

Firstly there was a delay in delivering the product vs the committed timeline while placing the order.

Secondly I received defective products and hence had to return and even the replacement order was defective. Order no : [protected] was a used pair of glasses with the frame being too large and falls off.

There's zero ownership taken by the customer service agent or supervisors. They dont have any empathy towards someone without glasses for more than a month

Even when the customer provides a clear prescriotion while placing an order, they still reach out after 4 days to ask for the presctiotion again due to some issues in their portal... and then this date of reverification is considered as the new date

I came into the Foley, Alabama located on March 19,2022 for an eye exam and purchased 3- pair of glasses. 1 - daughter. 1- prescription eyeglasses and 1- prescription sunglasses for myself. Today is April 14, 2022 without the Sunglasses. I have been as nice as possibe; however, today was the final straw. I have been given the run around for too long. At first, I was told there was a breakage in the Lab. Next, the lens were ordered. Now, the promise day is April 18!

Customer Service at its worst! No one is honest nor on the same page. I do not believe the glasses are being processed. I feel that my money was taken as an earned profit for the day - over $1,500.00. I have reached out to CSR on numerous occassions - he/she has no clue and can not give up dates. I contacted the actual store in Foley, Alabama. Nothing there. Today, I asked to speak with the Regional Manager- I was lied to about not having any info on the person.

LensCrafters should NOT have sold the glasses without checking to see if the lens were in stock 7-10 business days was agreed upon. The first failure of the Assistant Manager Chad. Next, I should have recieved updates - lack of communication. Most IMPORTANTLY, those glasses should have taken top priority to have them created and shipped - asap. EACH WEEK I am given another week extension. I am extremely disappointed in YOUR SERVICE!

I drove 2 hours to have the eye exam and order glasses. I understand NOW why we should SHOP LOCAL.

This afternoon, I have called back to request a FULL REFUND. As far as I am concerned,LensCrafters can eat the charges for the special lens.

What a dishonest company you have on your hands especially, when descent insurance was used and was paid in full on initial visit.

Get your act together! As far as I am concerned, I will be telling all family, friends, and co-workers about LensCrafters in Foley, Alabama's failture to meet customer.

I went to Lenscrafters @ 520 W. SR 436, Altamonte Springs, FL on 2/26/22. Was told that I did not have an appointment so I could not receive services that day. So I was given an appointment for the following week (3/5). On 3/5 I arrived for my appt and was told that they could not see an appointment so the rescheduled me for another appt on 3/12.

After 3 attempts to get served, finally on 3/12/22 I had an eye exam ($39) and ordered lenses ($250.68) To be fitted to my frame (previously purchased at Lenscrafters). On 3/18/22 I received a call to p/u my new glasses.I went to p/u them on 3/20.

Lenscrafters in error provided sunglasses instead of regular lenses. When I stated that I had ordered regular lenses they told me I had to pay an extra $86.65 if I wanted my original ordered lenses. I then asked the sales person, why I had to pay extra for a mistake they made and why wasn't I charged this when I placed my original order? After arguing this fact, the gave me a discount and I ended up paying an additional charge of $43.67.

While the new lenses were to be ordered I had to wear the sunglasses to work. I am employed at a financial institution that immediately told me I could not use sunglasses for work. I then had to leave work early to go to Lenscrafters to inform that I was not able to wear the sunglasses for work but would like to purchase another frame so that I could keep the sunglasses for driving purposes.

The representative responded "absolutely not" because they were going to scrap them. I tried reasoning with the sales rep and stated that it was their mistake in the first place to order tinted lenses and I had paid the extra amount they wanted to get the original glasses. Why would there be an issue with me purchasing another frame and keep the tinted lenses? No options were provided by your representatives.

The rep took the tinted lenses out of the frame and put my old lenses in until the new lenses arrive.

Horrible customer service and no reasonable understanding. Not a great experience.

Don't understand why I could not purchase another frame for the tinted lenses. Never gave another option to satisfy their error... on the contrary made me feel like it was my fault for their mistake and required extra funds to make their sale.

I will truly appreciate a call from a manager to resolve this issue.

Email: [protected]@icloud.com

I took my daughter in on Feb 14 for her eye exam, they did not have one of the trial contacts that she needed, they told her she would have to wait two weeks. today, it has now been a month, I have called twice, and first I was told they would be in, in a few days, that didn't happen, so I called again last Sunday, the associate said they should be in for sure that next week, and still nothing, I keep trying to call the store for an update, but no one will answer the phone, I need them to reverse the charge on the eye exam, so I can take her another Dr. she is having headaches and needs her contacts now.

I received an eye exam from a visiting doctor at TruVision Eye Care. I kept explaining that the lenses she was using was not making my eyesight better, but she kept on. I checked out with Lenscrafters and waited for the glasses to come in. I was told that I could have another check once the "regular" doctor got back from Hawaii. Once they came in, the associate that assisted me did not adjust my glasses, but I wore them anyway.

I went back into the Macy's location and met with the manager Valerie. She told me that she would adjust my glasses and to try them out for a little while. She said she would contact Dr. Kim once she came back to work after her time off then would let me know. A little time went by as I was waiting for her to contact me. She didn't so I had to contact them. Valerie apologized for not getting back with me and said she was sorry they "had dropped the ball". She asked me how the glasses worked with them being adjusted and I explained that the bifocal was still not strong enough. She said she would "see" about the doctor redoing the exam and would get back with me.

More time went by, and she still hadn't called me, so I called her again. I was again told that I should come in and see about the glasses being adjusted again. I went in and she convinced me that the glasses that I purchased were small and I should get a "bigger lens". I purchased bigger lenses and when I went to pick them up, she said she didn't think that the eye doctor would do the eye exam, but she would see what she could do. She said she would be going on Maternity leave but to "try the new glasses" to see if they were better. They weren't! Again, the bifocal is not the same strength as my reading glasses.

I ended up calling the customer service since the end of Dec 2021 and each time they said they closed the case saying a manager contacted me. This is incorrect! I got frustrated and used ONE profane word with an associate and tried to apologize when she hung up on me. She immediately told customer service that I was being "verbally abusive" and so I was banned! They took my insurance money and now refuse to give it back since they will no longer have a relationship with me. Nor will they take back the glasses!

2019 and 2020 optometrist got my prescription wrong when he changed it, 2 years with glasses I couldn’t use. 2021 told optometrist I wanted my old prescription back, he agreed. I ordered glasses made with glass, cost me 60 dollars extra, I was satisfied with them. I told them I wanted to watch TV with them. Manager told me I waited to long to replace glasses from 2019. Took my glasses from 2020 which polycarbonate lenses, gave to another manager and went to pick them up and they were made of glass. This was new manager to new my situation and told me I had to except them, I disagreed. I didn’t pay 60 dollars and didn’t ask to have them made with glass. To many managers making decisions rather then asking what I wanted. Posting on facebook and twitter if not resolved. I have been with Pearl vision many years, never a problem. The only reason I chose Lenscrafters was location. Done here.

I bought to pair of sunglasses and ask for transition lance without power because I am wearing contact lance. First day rep told me we have transition glasses for you and I odder one sunglass for transition and one I took because I was told that transition lance. I used one week and That was not transition lance.

Today I went to store around 11,00 AM and there was one sells Girl and I asked her to change the glasses and and send for transition lance. She said it will be very expansive and you can't afford it. Then there was argument and I called manager and he was taking her side and said I will call security. I said call them.

If this manager and this sells girl will be in Coralville store LensCrafters start loosing customer.

I would like to se action against them.