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2.1 6 Reviews 366 Complaints
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LensCrafters Complaints 366

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6:40 pm EDT
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I purchased my new frames and lenses in April 2020 just after California shut down. I wasn't able to see the doctor to get my eye exam so I used my old prescription. I received the glasses within about 1 1/2 weeks. When I went to pick them up we couldn't go into the store, we had to wait at the front door and an employee brought them out to me. They didn't...

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8:56 am EDT

LensCrafters Lens in frame, delamination

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?

Desired outcome: New lens

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Leila Ahmed Yahia chair
US
Aug 05, 2021 7:27 pm EDT

Sorry to read that you have the same issue with your lenses as the one I am having. A month after I got my glasses, the lenses delaminated, I went back to the store and they replaced my lenses. Unfortunately less than a month later, while traveling, I experienced the same issue. This time, they categorically refused to address the problem and suggested that I got coverage for my glasses, which I turned down. I wrote to the company headquarters to complain but they never accepted to refund me or fix my glasses.

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1:04 pm EDT
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my husband and I have been customers of lens crafters for years. For the first time in december 2020 I made an apt with the optometrist there because with optometrist of 20 years had retired. I was not impressed with the appt which lasted less than 15 mins and my eyes were not even dialeted. dr recommended I get new glasses for distance and reading combined...

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1:27 pm EDT
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LensCrafters LensCrafters

Somebody from LensCrafters need to contact me about the charging of the bill scratch resistance charge that I should not be charged because it is already on the product I posted my comments online about everything so the public can see I let the public know about these charges that are bogus and they are being charge for it and they should knowI would like to be reimbursed I think it's a snake way of ripping the public off they think people are stupid out there and they don't educate their selves well they got the wrong oneYou could gladly look on the comments I posted I would highly advise you to do that because you will get flooded with calls and emails I got slammed with a bill $325 for glasses the poly carbonate lenses a separate charge scratch resistance

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3:27 pm EDT
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I scheduled an appointment with Lens Crafters in Brentwood, CA. in early October 2020 (October 6th). Needed upgrades to my glasses as I was complaining of headaches and eye strain. I am a teacher and after a year of distance learning work, which is now continuing into April in San Joaquin County, my eyes were very irritated. I spent quite a bit of money on...

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12:36 pm EDT
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Store #1641 has repeatedly given incorrect information regarding the date of glasses being ready. Apparently to the employees of this store it doesn't matter to them because they can see. The rudeness of the employees is unacceptable. If you care at all about the way your customers are being treated you should look into this. I am shocked at the customer...

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7:16 pm EST
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LensCrafters Warranty for replacement lenses

1/21 I came in for my exam. That was a good experience.
I bought a pair of brown Armani Exchange frames with the new prescription.
My last visit was on 11/29 and I bought a pair of Tiffany frames on that visit.
Due to COVID-19 restrictions I have not been back until today.
I always buy the warranty. I want that warranty honored. It's less than 2 months past the 1 year time frame. They wanted to charge me almost $300 just to update my lenses in my Tiffany frames.
I want to pay the $50 and have my lenses updated in those frames. These have been extenuating circumstances. Please honor the warranty.

Desired outcome: Honor the warranty for the last glasses purchased

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6:02 pm EST
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I went to LensCrafters to get new frames. An employee approached me in a short manner to rudely and unprofessionally tell me I could not enter her store. She was loud, ghetto, and distasteful. She started with the excuse of COVID so I stopped her mid sentence and tried to leave the conversation. She then got even louder to humiliate me after I cut her off and threatened to call the cops. Visit: 01/08/2021

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1:13 am EST

LensCrafters Service was refused cause I have asthma

To whom it may concern today I had an eye appt scheduled, at 3:30 with your Independent Optometrist, I arrived right at 3pm, I was wearing a face diaper but had it under my nose, I have asthma and it is hard to breath in them. The guy behind the desk when I went to check asked me to put my mask on correctly I told him I have asthma and showed him my inhaler, He was going to talk to Tran, Han the Optometrist about it I told him when I go and see her I will wear my mask correctly, at that time cause he started freaking out I put my mask over my nose and had it that way until I left to wait for my appt. He freaked out when I stood at the desk he jumped 6 ft back like I had the plague. I made a comment and said you know this is all fake. He then handed me a couple covid papers asking about having the fake virus. I filled them out and he said I'll see you at 3:30. So I left Lenscrafters and waited in the lower part of the mall till 3:20ish. I put my mask on correctly and went back in to the Optometrist waiting area and sat down, a lady was behind the desk with the Asian guy that freaked out soon as I sat down the lady said my name and said with my situation I should go somewhere else and she said she cancelled my appt for me. I said ok and I got up and left. They will never have my business again. However people are exempt from the mask mandate with breathing conditions. This needs to be addressed. I probably will file a complaint with the better business bureau.

Desired outcome: They need to be made aware That in OREGON people with certain health conditions like BREATHING are EXEMPT from masks, If they can't handle that then they need to get another JOB.

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11:37 am EST
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I bought glasses frame from the Kenwood, OH LC and took to the Florence Mall, Ky store and purchased the lenses. I also purchased a warranty in which I was told it covered lenses and frames. The mgr argued that I did not buy the frames from her because the employee # was not from her store (she showed me her pad), and that she knew all of her employee ID...

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11:22 am EST

LensCrafters Poor service, incorrect information given and not willing to correct the products

I ordered my glasses; December 2, 2020, in enough time to have them done before my vacation, scheduled for December 22, 2020; however, I was called December 14, 2020 to receive my new glasses and was given the wrong glasses, the wrong prescription as well as the incorrect frames. Upon notifying the LensCrafters' representative that what he offered me was not what I ordered, although my eyes were examined as well, he informed me that it may be another three to four weeks before they could straighten out the problem,

I would like my full refund.

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9:39 am EST

LensCrafters Employee complaint

12/3/20 I went back to a store in the fashion show mall in las vegas and a man named israel came up to me while I was sitting waitin was very cold no hi no how are you nothing so he explained to me that it would take seven days to get new lenses and he said we would take my glasses so I said so I wont have glasses for that long and he lifted the glasses and pushed them toward me with a horrible attitude and said no it takes 7-10 days to get the lenses and I can keep my glasses so I said you didn't say that no response from him just lets go to the cash register so he rang me up then the manager had to do an override cause of the insurance the manager is a very nice lady. Blond hair didn't get her name so when I was done paying I asked to talk to her outside and told her what happened I also told he if I do something wrong at my job they pull me in the office. He just had a horrible attitude and this is not the time in the world to be acting like that we are all going through a rough time! My dog chewed a piece of my left lens out no biggie just getting new lenses if I could get a discount that's fine if not that's ok too however you want to handle the situation I just feel no one cares about anything anymore,

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8:21 pm EDT
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This complain has nothing to do with the warranty but that your store was unable to fill an order correctly! Did you read the email because your response has nothing to do with it! I would like the email address of your vp of customer service so that person can become aware of how you respond to a legitimate complain! William MatthewsNo response to Follow...

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12:16 pm EDT
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LensCrafters Eye glass delivery

The glasses that were ordered on 9/15/2020 were to replace glasses that were originally purchased 7/15/2020, the lenses were mis-measured, and frames were bent up trying to cover the Mis-measurement, unsuccessfully, a re-measurment was done and new frames ordered on 8/13/2020, being delivered on 8/25/2020. The blue polo frames did not fit my head correctly which I brought to the attention of the store manager Valerie, she asked I try them a "few days", which I did. The lenses were fine but the frames wore a blister on my nose, and could not be adjusted to not fall off my face, I returned to the store on 8/28/2020 and Valerie ordered new Polo frames and lenses, I called 9/14/2020 to check on the status, and was told they were on a order delivered 9/10/2020 but could not be located in the store. Valerie called me to explain that although the order showed delivered it hadn't been shipped yet, after telling her that the situation was unsatisfactory, she told me she was refunding my money because your company failed to meet the commitments promised, after a few calls Valerie offered a loaner pair on 9/15/2020 which I offered and drove to pick up the afternoon of 9/15/2020. And was told the glasses ordered on 8/28/2020 would "probably" come in soon an I could keep both pairs as a offering to make things right. Here it is 9/29/2920, two and a half months after ordering glasses from YOUR company, supposedly experts in the eyewear business, with nothing to show for ordering my glasses 7/15/2020, except a pair of loaner glasses which appear to have no coatings, that have a constant glare which makes working on my computer nearly impossible. I was promised the 9/15/2020 order TODAY, and at 2pm 9/29/2020 I have not heard from the store nor have I been refunded as promised. Thus the lack of confidence and/or do's satisfaction all these transactions. I asked for the Regional Managers contact information which the store personnel refused to pass on, I also requested a call from the Regional Manager which to date I haven't received to date. I am a Regional Technical Manager myself, and this is the worst customer service experience not only experienced, but even heard of in my tenure of Corporate America. With customer service like this it amazes me you're still in business. Barry Sonenshein [protected]

* I contacted the store yesterday (Debbie) to check on the delivery of my glasses on the delivery promised date and of course the glasses were not available. I also once again asked for the Regional Manager contact information and was told they could not give that information out, and they were going to call me. As of this morning I have not received this call. These are not you basic glasses, I spent over $750.00 on a pair of glasses that your company has not been able to get right, nor have seemed to care about the situation your company has created. I'm not going out to purchase glasses from another source, but hold your company responsible to deliver the product I ordered 2 1/2 months ago (7/15/2020)

Update 10/2/2020 - I called your Tacoma Mall store Tacoma WA, spoke to Valerie (Store Mgr) was told the glasses ordered on 8/28/2020, nor the pair reordered on 9/15 and promised by 9/30/2020 have arrived at the store. Still being in the shipment process, which I told her was totally ridiculous. When asked if all orders were being delayed, her reply was "No, they haven't been. She couldn't give me an excuse why my order was not arriving when glasses ordered AFTER mine have arrived on time with little delay. She couldn't explain, other than to say she had escalated the issue, and the regional manager was aware of the situation. I also asked why the Regional Manager refused to call as promised, of course she has no explanation, but could not pass the on to me but would once again tell"her"I was expecting a call. I see this person that you've placed in regional management position as a clear and simple COWARD for not returning a call. Do I need to contact local newspapers, and television channels so Others in the area are aware that LensCrafters supports such actions? Or do I need to sit outside your Tacoma Mall Store wielding a sign telling your customers that that store had no problem taking my money (770.20) for A pair of glasses that haven't been produced for over 2 months and there is a possibility they are better off throwing their money in the trash? Do I need to go on social media and post this situation so all will know how unreliable-your stores really are? I shouldn't have to do any of that if your cowardly Regional Manager would only do hisher job! I guess being a COWARD is easier than facing a negative situation head on. I want what I paid for on July 15th 2020, and want them yesterday! Please have the COWARDLY Regional Manager give me a call ASAP! Barry Sonenshein [protected]

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9:46 pm EDT
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Lencrafter's is the very worst place to do business now avoid them!! I used to use them all the time, but in the last five years have had nothing but trouble and problems with them!! I recently went in for an eye exam and glasses at the fairview heights, il location on lincoln trail. Talk about incompetent!! Got little to no help from dane, the guy waiting...

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2:37 pm EST
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I purchased new glasses with progressive lenses in October. The staff was unwilling to help me and suggested I should choose the glasses on my own, even though the store was empty. That likely resulted in me selecting the wrong type of frame and/or material for my needs. Upon picking up the new glasses, no training or fitting were provided to me. Again, the...

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8:22 pm EST
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I have been a victim of deception and fraud at the location stated above, I have evidence and proof of them not attempting to help. I want my money back none the less for my huge inconvenience and business wrongful doing. I will report to the ftc and other agencies if this matter doesn't get resolved, I want this matter to be investigated at the highest...

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12:27 pm EST
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ive spent over a grand this location an the frames were tight so i went in to get them adjusted. they barely put the screw back in an i lost the screw. so i went back again an she basically told me to [censored] off an to look it up myself to get a new screw. ive never been treated like this by a manager. i cant even believe you guys let her be the face of your...

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2:44 pm EST
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I was visiting family and needed to get my exam before my insurance ends at the new year so I came to LensCrafters for an eye exam as well as getting a contact prescription. While getting the exam Dr Frank was getting frustrated because I couldn't see the letters it looked like a white line the first few times. I told him that last exam I had a doctor who...

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11:02 am EST

LensCrafters issue with product purchase.

Needing to see what the actual Manufacturing warranty is for my glasses that were purchased at LensCrafters?

I went in yesterday in the afternoon to voice my concern over a pair of glasses that the screw keeps on falling out. And causing the lens to come out of the assembly. Was told that there was nothing to be done about. I told them that i didn't want to use my warranty. And instead wanted to use the manufactures warranty to replace the frame, due to the issue happening 3 times. Manager entered notes on the file, to do a remake if it happened again. I told him that I wasn't satisfied with the product or the service. I told him that I wasn't abusive or destructive towards my glasses. And wanted a better explanation as to why they kept on falling apart. Please let me know if you can offer any assistance to correcting the issue. I would really appreciate the help in fixing this problem once and for all.

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About LensCrafters

Screenshot LensCrafters
LensCrafters is an optical retailer that offers a variety of products and services related to eyewear. Their product line includes prescription glasses, sunglasses, and contact lenses from a range of designer brands and private labels. Customers can find frames in various styles, materials, and price points to suit different preferences and budgets.

In addition to eyewear, LensCrafters provides eye exams conducted by independent doctors of optometry located within or next to their retail locations. These exams are designed to assess vision and eye health, and can result in prescriptions for corrective lenses if needed.

LensCrafters also offers lens options with features such as anti-reflective coating, UV protection, and blue light filtering, which are tailored to enhance visual comfort and protection. The company utilizes in-store labs to provide services like lens fitting and glasses adjustments, aiming to deliver a quick turnaround time for the completion of new eyewear.

For customer convenience, LensCrafters supports online shopping through their website, where users can browse and purchase eyewear, as well as schedule eye exams. The website also features a virtual try-on tool, allowing customers to see how frames look on their faces digitally.

LensCrafters operates with a focus on personalized service, aiming to assist customers in finding eyewear that fits their individual needs. They offer a satisfaction guarantee and a variety of warranty options on their products, alongside various payment and insurance plans to accommodate different customer requirements.
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Overview of LensCrafters complaint handling

LensCrafters reviews first appeared on Complaints Board on May 7, 2007. The latest review prescription sunglasses was posted on Sep 10, 2024. The latest complaint 600 dollars no refund sunglasses was resolved on Jun 17, 2022. LensCrafters has an average consumer rating of 2 stars from 372 reviews. LensCrafters has resolved 104 complaints.
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  1. LensCrafters Contacts

  2. LensCrafters phone numbers
    +1 (877) 753-6727
    +1 (877) 753-6727
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    +1 (844) 553-6737
    +1 (844) 553-6737
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    Customer Service
  3. LensCrafters emails
  4. LensCrafters address
    4000 Luxottica Place, Mason, Tennessee, 45040, United States
  5. LensCrafters social media
  6. Michael
    Checked and verified by Michael This contact information is personally checked and verified by the ComplaintsBoard representative. Learn more
    Sep 11, 2024

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