LensCrafters
reviews and complaints

My name is S.
Phone number is [protected]
Email is [protected]@hotmail.com
On Jan 8/22 while I was on hold dealing with my credit card issue (my CC didn't go through with my optometrists fee and since I get points, which is free money to me, I wanted to make sure my transaction for my gkasses went through ok) after coming out of my optometrist next door to the lenscrafters, a red haired man approached me as I was browsing and asked if I needed help. I told him I was just waiting to deal with my card but was looking for glasses. He then told me I have to put a mask on. I said to him I have a mask exemption. He carried on to let me know that nobody is allowed in the store if they can't wear mask. I told him as a business they have to honor made exemptions and that they have towork around them in some way. I asked him what other means he has to serve customers to work around exemptions. He said I can wear a shield. I told him due to Ptsd and severe trauma i cannot wear one of those either, that I have a legit exemption and have a drs note. I asked him if he needed me to show it and he said no. A salt and pepper haired guy wearing black framed glasses (James) then came up to me reiterating that I have to wear a mask. I then told him that the young man told me that already and that as a business you have to honor mask exemptions and have to work around them. He then said he can make me an appointment for after hours and I said ok, but why couldn't he tell me that? He said because nobody wants to accept after hours appointments. I told him I would because my optometrist is right here (I just completed my appointment) and I am in need of glasses as mine are in really bad shape that it's been 5 yrs. James then grabbed a lined white sheet of paper and asked me to write my name and number down and they would figure out an appointment and contact me. I said thank you and went back to my optometrist office and told the ladies there that I can't go get my glasses yet because of my mask exemption. I told them I was hoping to have a one stop shop for everything at once because I really need new glasses. I sat in my Dr wait area chair as I was still on hold with bank. As I sat there I noticed both J. and B. were in the back glassed window office talking and laughing and it seemed like during this time they should have been making me an appointment. Then a girl (East Indian decent with long black large curls hair, high waist light blue jeans) walked from behind my drs office secretary desk and walked with weight hitting feet hard and proceeded to the back room. She joined in with them talking. I saw no appointment book or pen in hand to make an appointnent with me. They were talking and laughing.
Instead of me going back into their store I decided to call and ask what times they had so they can slot me in for an appointment while I'm there. Mike answered the phone and I told him that the two guys are just talking and I'm wondering why anappointment wasn't made for me while I was there. He put me on hold and then the girl walked with the long nkack hair was all of a sudden in front of me saying with attitude "we are not talking about you!"
I told her that I didn't think that at all that I called as I'm wondering why an appointment couldn't be slotted in while I am here.
James then came up and said "I told you we'd make an appointment with you when we feel comfortable serving you because of this new variant."
I then was confused and taken back "so what are you saying in a few days?" He didn't say anything. I thenasked, "in a few weeks?" He said "probably because we don't feel comfortable serving people without masks.
I then told him I will be dealing with interior health and others because they are not working around exemptions. He said it is a store. I then told him that having a business license you still need to work around exemptions.
On January 10th I called their store and asked the lady for the managers name and contact info and the owners contact info. She asked me what this was in regards to and I told her it is in regards to their store policies and not honoring mask exemptions. She put me on hold and 2.5 mins came back to the phone to te me she can't give me tgat information as it us private. I asked what the managers name was and she said it was James. I asked her for the corporate level phone number and she said she coukdnt give it to me that they don't have it. She said, "you didn't want an appointment and I know the whole story."
I am confused now and I said, "huh? I didn't want the appointment? That's a straight out lie. I wanted the appointment, that's why I gave him my name and phone number on the lined sheet of paper he gave me. I don't think you have the right person." She then said, "I do have the right person and we actually don't feel comfortable as a store serving you at all."
Now I'm appalled and said, "as a business you must serve people around their exemptions or that is discrimination." She said, "this is no longer about your mask anymore. We don't have to serve you because we are all feeling uncomfortable now with you and there are other optometry shops that you can go to." I then told her that I will be dealing with putting complaints into the higher levels and this could also mean fines to the business through the human rights complaints as well. I asked her name and she said, Alia. I asked her how she spelled it and she said she doesn't feel comfortable giving me that information.
Please contact me back in regards to this issue.

Please read reviews before you go to the Camp Creek location. I will never go there again. In my experience, I dealt with a bunch of incompetent [censored]s. A total waste of my insurance benefits and money. Please locate a reputable eye care center for your vision needs.

i bought these glass! love the company! but three mouths later i pick up my glasses i see they had a scratch futher looking the len was split at the bottom….
do i called and was told did i get buy into warranty no well yiu get to pay full cost again am on SSI there's no way i can afford to paid $340 some odd dollars
yet was told can you still threw them you didn't buy into out lot warranty ! oh wow i thinking I paid for the best talked into scratch coat ok there progressive so i went with top of line lenses i save up to put them in my georgie armonty frames

I purchased glasses last year. I am blind in one eye. I asked for a one lense replacement and was told I had to pay for two lenses. ("They must charge the same for one as they do two.)
I think this, if a policy, is nuts. I think it discriminates against people with one eye only needing to replace one lense - effectively doubling our price. I am a longtime customer and this has been my only request.

Employee aggressively told me I needed a mask or I would have to leave

Paid for the guarantee : insurance, I have no problem paying the $25 copay & to PAY for the transition to be added to the lenses. I need to change both because they are scratched. Since both are needing to be replaced, I am now wanting to add the transition as an upgrade. The jackoffs won't allow me to do so. But they'll gladly take my $ for new

When I entered the store did not realize a mask was needed. A white male named Desmond wearing a black shirt with light hair was very curt with me and told me I could not have an appointment without a mask. I asked if there was any additional disposable masks available, since I was not aware one was needed. He said no, too bad. Luckily I found one at the bottom of my purse. No problem. While I was waiting someone else came in and sat right in front of Desmond without a mask. Nothing was said to this customer. This customer was in the store awhile. I do not know why Desmond decided to single me out and treat me differently. However, it was disturbing to realize there is separate treatment for different customers.

Just over one month ago I purchased progressive lens glasses from Lenscrafters after seeing their on-site doctor for my eye exam. This was at the Colorado Springs store at 3346 Cinema Pt., Colorado Springs, Co. 80922. I saw Dr. Anderson.
During the exam, I asked the doctor if he would recommend two pairs of glasses or progressives, based on the exam results and the fact I am aging. His answer was that it is up to me. I was looking for professional opinion based on my results, not this type of non-caring, without-commitment answer. However, I moved forward and went with progressive lenses since I have been wearing them for years.
Upon picking my glasses up, I looked around and everything seemed fine. It was just a few days later that I noticed that I was having an issue with my intermediate range (when I am at the computer for long periods, which I am due to my occupation). When I get up and looked around, everything is severely blurred. I tried to wait and let my eyes adjust but this continued to occur.
At just over the two week mark, after picking up my glasses, I called the store and explained the issue. They told me (I do not recall who I talked to) that I should give it more time as it can take a while to adjust to new prescriptions. I did wait and went into the store after the problem persisted.
Upon reaching the store, the technician said the prescription was correct and they checked to be sure that the progressive lens was placed correctly on the glasses. They claimed everything was fine. I then told them that I have reverted to my old glasses when working at the computer, with a pair of blue-blocker glasses over the top of my old glasses. The blue-blockers have a.20 addition and with this combination, I do not have the blurring issue when I walk away. Basically, my new glasses are useless for what I do most of my day.
I asked if there was anything they could do. I was told that a new exam would be necessary, but because I was 4 days past the 30 day warranty, I would have to pay out of pocket. To me, this is unacceptable since it was the store representatives that told me to wait to adjust, the doctor that did not listen to my concerns in the first place and also did not give me any professional advice when I asked before purchasing the glasses.
To exacerbate this, the lead technician (who was apparently an acting manager for the day) was adamant that the store was not responsible because of the 4 days lateness on coming back in. He would not come out from behind the glass to discuss, leaving his technician and the sales person on the floor in a very bad position. I asked to speak to a manager and there was none on duty. The doctor was there but would not come out to discuss the situation with me either.
All I wanted was to have an additional exam to ensure my intermediate range of vision needs are met and to have the doctor give me actual advice for my individual case. I am willing to purchase a second pair of glasses if it turns out that would help this range of vision and I can still use my originally purchased glasses for distance and reading. The only request that I had was to not pay out of pocket for this additional exam, since my insurance will only pay for one exam/year. I will pay for any additional glasses out-of-pocket.
I was not originally looking for any additional compensation. However, now that the store (and the company per their decisions) has been unreasonable due to being "4 days past the 30 day pickup warranty", I am more than a bit upset. This is not how the store and the company should be treating customers, especially when I was late in large part due to the store's own advice of waiting.
Finally, when I called the Lenscrafters phone number, there was no clear indication on how to discuss this issue with anyone via your IVR menu. Then after I had been hung up on by automation (twice) and transferred once, an individual finally took my email address to send me a form to register this issue. That form never came!
The only person that was remotely reasonable was the young technician that I dealt with. I found everyone else rude and unwilling to even discuss my situation.
For those reasons, now I truly believe that I should receive my new eye exam and potentially be compensated for any additional glasses I would need for intermediate range. At a minimum, I would like the re-examination and I can take the prescription somewhere else.
Please review this and respond with some type of resolution offer.

To Whom It May Concern: I purchased glasses on 06/29/2021. I was told that I had scratch resistance lens . I took glasses back week of October 5th to learn that the glasses were not covered to replace the lens. A warranty was never offered . I was thinking when they said they were scratch resistance that the lens were covered to be replace if the lens were ever scratched. They wanted me to pay for the glasses all over again $331 and $279 without the transition . I felt like this was not right. My insurance paid $660.67 and I paid out of pocket cost of $282.00 when glasses was first purchased for a total of $942.67, almost a thousand dollars and they want me to pay again when there was no warranty offered from the start or an explanation if they get scratch we want replaced them . If Lens Crafters will not replace I want use them again its hard for me to try to see out of a scratch lens . Hopefully this relationship with the company can be resolved .

Thank You
Trena Render
[protected]@yahoo.com
[protected]

My mom and I had the worst experience at this location. A lady named Curleta was extremely rude and unprofessional towards us because of the number of frames my mom was trying on. She started yelling at us because "she had to clean them afterwards". Told us to limit the number of pairs she's trying on. The way she treated us was absolutely disgusting! It was completely ridiculous, she started yelling and shaking and dropping things on the floor. This was the worst experience we had ever had anywhere! We did make a purchase after all this happened, which we shouldn't have done. We went back last week to pick them up and they had the wrong prescription on it. The manager tries to convince my mom that this is the way her glasses should be and that's what her prescription says. We told him that she's been wearing progressive glasses for years and she shouldn't see blurry! Then he proceeds to look at them closely and said that they didn't do it correctly and said he will be sending it back to get them corrected. We went back today to pick up the corrected glasses, and again she does not see clear with the new lenses. Curleta is again the one helping us with the try on of the new lenses, and my mom tells her that she still see blurry with them, then Curleta gets angry about it and tells my mom to go to her doctor. She tries to blame it on the doctor and on her prescription, when in actuality it's the lenses that are not done correctly! I told Curleta that she doesn't need to continue being rude like the last time when my mom was trying on the glasses! She continued to raise her voice, and that's when I decided that this was enough, and asked for a complete refund! DO NOT go to this location even if your life depends on it! I'm still in shock how someone can have the audacity to treat customers in this manner! Being a business owner and in the medical field, NO Business should let their employees treat their customers/patients this way! Do not waist your time bringing them your business!

For security reasons, I'm not able to disclose the exact date of the incident or client name.
Late September, I found this "five-star rated" location and doctor - Dr.Maria L Casas, on her website and LensCrafter's website for this specific location: LENSCRAFTERS AT MACY'S, MIAMI INTERNATIONAL MALL (Address: 1405 NW 107TH AVE, MIAMI, FL33172-2703 ), you will see a PERFECT 5-star rating for this location and doctor. Although some comments are too "perfect and suspicious" to be true, I still went in because it's LensCrafters.
Long story short, I was very disappointed by the customer services: Maria L Casas, the "doctor", was very impatient with my questions during the exam, the way she responded to my questions and the way she handles services was very untrustworthy, made me felt disrespected and uncomfortable. The prescription she end up provided to me was not the same as when she explained it to me during the exam. Before I even left the store, I was prepared to go back to my previous doctor for another visit since I didn't receive any deserved services and have no confidence in her practice. In addition, you will notice a dramatic attitude change from the beginning when you walk in, to it's time to pay. They (the doctor and associate -"Carlos" ) are there to collect whatever they want to charge you, no questions asked. and should you have questions, you will definitely felt intimated by their attitudes. I found out after that this doctor is an independent contractor of LensCrafters, if this is the case, I think LensCrafters needs to seriously reconsider their brand reputations.
For twenty-plus years I have been wearing glasses and going to different optometrists, this visit definitely marked the LOWEST and worst services received, and I have lost complete confidence and trust in LensCrafters because of this experience.

In March 2021, I purchased eye wear to enhance my night time driving. The older female clerk, with the attitude "I own this business", shocked me that she was still there in Sept 2021 for adjustment. The price I paid for these glasses, LenCrafters, might want to hire someone with a personality.

Zero stars in my opinion and my future business goes elsewhere.

September 23, 2021

I bought in January 2019 a pair of reading glasses Steroflex at LensCrafters located in Fairview park Shopping Centre, 2960 Kingsway Drive, Kitchener. I paid $300 for them.

I used to go there for quality and services for me and my daughter.
After one year the hinges loosened, one lentil cracked and the coating was peeling on the other side. I consider that it was a defect in the material and workmanship. A pair good glasses should last more than 2 years at this price.

I could not go to the store early because I was in the hospital and I was very sick and not allowed to live the house for 3 months.

When I went there, on Sept 22, the manager looked at my glasses and said that she could try to realign the frame but is afraid to break and for lenses she said that I used them in a high temperature. She said that I can buy a new pair of lenses, but the frame is not good anymore.

"We know that quality eyewear is an investment, which is why our vision care doesn't stop when you leave the store."

That is your mission statement, I feel I am being left out and sent home without care.
When you leave the store, you seem to be left on your own.

I would like the one year warranty from the manufacturer be extended for medical reasons.

I would like a credit or a discount for the defective coating.

I would like a new lentil on the left side of my glasses at cost.

Please consider helping me resolved these three frustrating issues.

Sincerely,

Paulina Popescu
44 Silverspring Cres.
Kitchener, Ont
N2M 4P2

I'm writing to you regarding my experience in one of your stores. I had an appointment yesterday September 8th at 6:40 pm on the store located in 0474 Plaza Las Americas, San Juan, PR with Augusto Carrion.
Upon arrival and started the checking process I was communicated by the receptionist that my exam could not be done because I was wearing contact lenses. I asked to speak with the doctor who came and repeat the same nonsense. I have been wearing contact for almost all of my live and got many eye exams and NEVER been turn down because wearing it. I cannot see without them. I think is disrespectful the attitude on this store especially of the doctors, and I feel there was no reason to turn me down. I feel I was discriminated. If the personal of the store don't want to work is not my fault I was there to comply with my appointment and get a service and should not suffer or waste my time because of the lack of professionalism and commitment on this store. Certainly this experience change my view of your organization and the quality of service you offer.

On Sunday morning, I went into a LensCrafters store in the West Edmonton Mall. When I walked in, I was immediately greeted by looks of horror and disgust by your employees, I honestly had no idea why they looked so pissed off. Until one woman rudely approached me and demanded to know where my mask was. I guess I had not seen a sign that this store (literally the only store in the building that was requiring masks). She tried to kick me out, making a scene in from of other customers and staff. I did have a mask and put it on as fast as I could.

After that, she hovered over me (definitely not 6 feet apart), aka not even following the rules she was arbitrarily forcing on me. If you're going to enforce COVID rules, you probably shouldn't be directly in my face.

I tried to put on glasses, which made her freak out, and then I just got sick of being micromanaged and watched like a hawk by your staff.

So incredibly rude, I felt like a criminal in your store, if you have rules I will follow them, but you should not be so rude just because I didn't see your sign in a busy mall.

Also on the other side of the mall there was another LensCrafters, with no restrictions. I hope your staff is pleased with themselves for being so rude, and losing my sunglasses and glasses order I was going to make.

I guess now I have to wait and order them online through someone else.

Bought the glasses in April and after 45 days I have witnessed scratches on the glasses and the bottom of frame is losing the tinge. I have used the Burberry clothe came with the glass and solution provided for glass cleaning.

It is sad that the LensCrafters in Columbia Mall is not owning the issue and replacing it.

I purchased new lens and frames from Lenscrafters in Prescott, AZ at the cost of $509. Now 1 year and 7 months later the right hand lens has delaminated. Speaking with their in store manager, he stated "even skin oils can cause lens to delaminate, even water"... well, I've been wearing glasses for thirty years and NEVER has a lens from any vendor ever 'delaminated'. I cannot see out of the right hand lens, the glasses are useless and Blaine states 'well you're past the warranty period', of course... they make a poor product and want you to come back to their store to buy again? Really?