LensCrafters
reviews and complaints

I went to Guilford mall lenscrafters in Surrey, BC, Canada to make adjustments to my glasses because they were too tight. The person who helped me heated the frame to much and it curved it permanently around the glass. I had to go back twice to finally have a technician try to repair them but they still are curved. During the process, even though everyone knew that it was an employee's fault, nobody gave me excuses. So I am left with new glasses and a curved frame.

I visited LensCrafters at Cielo Vista mall in El Paso, Texas. I was picking up an order and the worker was very hostile with me. I felt very threatened as she grabbed the receipt out of my hand and shouted at me. She was very belligerent with me. This type of business brings bad reputation and I wanted to let you know how people are being treated at this establishment.

I am filing a complaint against Susan Buice of 4005 Holcomb Bridge Rd. I purchased glasses and asked for a # 2 tint on my glasses. Only one pair came in. My glasses came, my daughters did not. When I sat down to try on the glasses I could see right away that they weren't to my specifications. The tints were way to light. It was not as I asked for. The store manager Susan Buice offered no apologizes only excuses as to why they weren't done correctly. I explained that now I would have to come in a third time to pick up my child's glasses and then again to pick up my glasses( assay they're correct next time) she didn't even offer an apology. I wasted my time and gas driving to the store for absolutely nothing. I walked out empty handed. I'm very upset and unhappy with Susan Buice. This is the second time that this has happened to me. I will never use LensCrafters again.

May 8, 2018
To: Management
I have been a customer of the Braintree, Massachusetts LensCrafters for many years and have spent thousands of dollars on eyeglasses, w/progressive lenses and sunglasses. I purchased a pair of Tiffany glasses in March of this year for around $500.00. After wearing them for a week or so, I developed pain and redness on the bridge of my nose and had to keep adjusting them to get clear vision. I was getting dizzy. I went back to the store and explained my issue and the woman waiting on me put them in the heating machine to adjust them. She had to readjust several times but they still bothered me. The store was busy and she was impatient and told me that it was the heat from my face that was "changing" the glasses and that was all she could do. I left frustrated and upset.
I continued to wear them, in pain, until I couldn't take it anymore. I went back to the store last week. When I explained my issue to the manager at the time, Nina, and what happened the last time I was there, her response was "I know exactly who that was and she is no longer employed here. Michael Chavez, the apprentice optician, took my glasses into the back room and widened the glasses where they were hurting me. When he did that, it changed the entire look of the glasses into"cat eye"look. He also told me that whoever fit me in March miscalculated the location of my pupils and that was causing the dizziness and why I had to keep adjusting them. So, he ordered the correct lenses and I left the store. A few days passed and the glasses were still painful and leaving a deep red line on the bridge of my nose. Everyone thought that I got new glasses because they looked so different (not the look I wanted).
I went back to the store last night, May 7, to tell them that the glasses were still painful and I could not wear them. Clearly these glasses weren't right for me. They kept saying that I was out of the 30 day policy but I kept telling them that I DID come back within the 30 days and was told that it was my face causing the problem. I picked a pair of glasses that actually fit well, and Michael Chavez told me that it would cost $338.00! I was shocked that he wanted to charge me another $338.00 when the $500 glasses were wrong from the beginning and he changed the entire look of them. I explained again that these glasses never fit and were the wrong glasses for me and how could he expect me to pay for their mistakes. When I told him that I have been a good customer for years and have spent a lot of money in this store his reply was,"a lot of people spend a lot of money here". His attitude was :"too bad". Apparently the sales people there were only concerned how glasses"looked"rather than fit. He was arrogant and unkind. After pleading with him that this wasn't right, he didn't care. His customer service was not only non-existent but could have cared less about losing a good customer. His business card says"apprentice"but he clearly has a lot to learn, at my expense.
I still have to wear glasses that hurt and have lenses that make me dizzy because that were done incorrectly. Please help…. I cannot afford the $338.00 in addition to the $500.00 that I have already spent. He was already replacing the incorrect lenses for free of charge because it was their mistake but wouldn't apply it to anything else.
In summary, I was fit with the wrong glasses, I was wearing glasses that were making me dizzy because they didn't measure my pupils correctly and the manager, Michael Chavez, changed the entire look of them and wanted another $338.00 - all because he and his staff made errors. When I said that I would never come back to this store, he said"fine, have a nice day". I have never been treated so poorly.
Please respond as to how I can return these glasses and not be charged for the proper ones.
Sincerely,
Pamela Lepore
www.plucciolepore@yahoo.com
100 Canton Avenue
Milton, Ma 02186

I have been a customer for some years now my service includes four sets of glasses for eye exam every year this is my second complaint against this particular store it's been over 2weeks and I still haven't received my glasses when I was told 7 til 10 business days and every time I call i get the same excuse " they are processing we have not received them yet" speedy returns are the main reason I use to like lenscrafter but it seems like I'm disappointed every time now so I'm sad to say I may be taking my business else where

I purchased a pair of prescription glasses in August of 2017 and had same day service. I paid over $400 for these and was very happy with the whole experience. A month later I started getting little knicks on the lense and took them in to a different location and was told since I did not buy extended warranty I was out of luck. A month or so later I realized that the knicks were only on the left lense and was a defect in the coating as the right still looks perfect. I emailed customer service and they denied me any service because I did not buy extended warranty. I understand not replacing damage I caused but this is a defective product I was given and deserve to get my moneys worth from my purchase. I look stupid walking around with one knicked up lens. Also I have never in all the years I have been wearing glasses ever even had a lens have these little knicks in the coating like I am dealing with. I am not asking for something costly or unreasonable just the quality functioning product I was under the impression that I was purchasing.

On feb 28, 2018, I went in to west covina lencrafters. It was posted on my accont on 3/1/18. I sat down with a salesperson, I ordered glasses, then put my bank card for purchase. Their computer showed no transaction went through, I put it in again, again it showed nothing was processed. I put in a discover credit card, again the charge didnt come up on their screen. All three showed up on as pending on my end. The discover charge dropped off, the bank charges are still their. The manager rafael said he will find out what happened, he never helped. Brittany made some calls, and told me she could not help me get my money back. No order for glasses was ever placed. I cannot get any help from the west covina store at the west field mall in west covina. A total of $700 charges and no apologies, no merchandise, no help, only excuses.

Here is a copy of the email I sent Lenscrafters. I'm still waiting to hear back.

Hello:

I wanted to let Lenscrafters know why I have decided to no longer patronize your store after being a happy customer for years.

When I called the Park Place store today, a woman asked if she could put me on hold for a "just a minute." I said yes, and then I proceeded to wait for over 7.5 minutes until she returned. I told her I was just about ready to hang up because of the 7.5-minute wait, and was met with silence. No apology, nothing. So, I asked her what time my March 17 appointment was, and she said she had to transfer me. Upon being transferred, I listened to the phone ring over 25 times until I decided to hang up. I called back, and again, the phone rang a number of times until I finally got a recording asking me to leave a message. This was at 1:15 p.m. on a Monday (March 12).

I figured Lenscrafters wasn't interested in keeping me as a customer, so I called Visionworks, which is located in the same mall, and made an appointment.

I then called Lenscrafters back, and finally a man answered. I told him that I needed to cancel my appointment because of the lack of customer service and I needed to transfer my records to Visionworks. The man could not have cared less about losing a longtime customer. The apathy was astounding.

I spent over $800 at your store last year in sunglasses and glasses, but evidently the employees at Lenscrafters can't be bothered to offer even a modicum of customer service.
It's a shame, because I really enjoyed my eye doctor. She was very competent and friendly.

With a support staff like this, though, it's amazing anyone remains a customer.

Thank you.

To Whom It May Concern:

I purchased a pair of eye glasses on January 3, 2018 from the LensCrafters store located in the Rockaway Mall in Rockaway, NJ. I had left my travel mug there (14 oz Starbucks, stainless steel, silver fading into pink). I called the next day and the manager called me back to tell me it was there. She stated in her voicemail that she set it aside in the back room with my name and contact information on it. She also stated I could pick it up any time.
I had left the country to attend a conference and upon my return, I was able to pick up my glasses on January 18th. When I asked for my mug, she was unable to locate it, stating it was there the previous day. She said she would call me after asking employees where they could have moved it.
I called LensCrafters a week later after not having heard back. I spoke to an employee on the phone. I was infuriated that they could not locate it. I also informed the employee I had found a version of my mug on Amazon, which now costs $65 because it was discontinued years ago.
This store has allowed one of their employees to be a thief or allowed their cleaning service to just throw it out (which they said could happen after about a month, but it had only been two weeks). I find the former more likely, as my mug was in excellent condition and from Starbucks.
I am very upset that the store has not pursued this issue further to find my property. They took responsibility for it when they set it aside for me with my contact information and when I called looking for it, asking them to hold it for me. Clearly, I wanted it back.
I was also appalled that the manager did not even offer to reimburse me the cost of a new mug (I purchased one on sale for $12) or offer a discount on my next purchase in good faith. I spend hundreds of dollars yearly on eyeglasses and expect better of LensCrafters. I stated on the phone that LensCrafters in Rockaway has lost my business. Losing hundreds of dollars in business is not worth the $12 that the store would have had to spend to make me happy for losing my mug (or allowing an employee to get away with theft).
Whomever is reading this is probably thinking "it is just a mug". But I really liked that one. It was important to me. The barrel shape was perfect, as I am clumsy and tend to spill mugs. Plus, I have a very low tolerance for theft and for having disregard for the property of others.
What I would like to see happen is compensation for my loss or a discount on a pair of eyeglasses when I buy new ones in January, which I do every year. If neither of these is possible, I will take my business elsewhere. I am sure my eye doctor or Pearl Vision or whomever would love to have my business.

Sincerely,
Keri Flanagan

I got my eyes tested for prescription at lensecrafters, international plaza, tampa, fl and ordered my prescription eyeglasses. After wearing eyeglasses I started getting headaches. Since I was not sure about the cause of my headaches, I did not go back to lensecrafters within 30 days. Now (6 months later) I am sure that the eyeglasses were the cause of my headaches, so I went to lensecrafters and paid money again to get my eyes tested. Indeed, my earlier prescription was too strong. I asked the manager if they would
Replace my eyeglasses, because their earlier prescription was causing me headaches. She not only refused, she was the rudest person we have ever met. She got angry, would not let me finish even a sentence and told me to never come back to their store. I would like lensecrafters to resolve my situation since I got wrong eyeglasses due to their mistake. I would also like them to investigate this manager, since I suspect I am not the only one that she may have behaved badly with.

I bought my glasses from Lenscrafters I got the most expensive progressive package out there
2 years and the anti glare is gone and I have scratches
on them
I have contacted the store manager customer service and attempted to speak to regional manager
I either get ignored or being told that there policy is one year on defects
I find this unacceptable and nobody in the company will budge on there
processes. everybody is apologizing but nobody is willing to help
They have lost me as a customer and my family
as we all go to lens crafters and now looking for a new eye care provider

I've contacted the Lenscrafters store located on 2770 Broadway, New York, NY 10025 to request information regarding my prescription. I spoke with an employee by the name of Ray who assured me that he will be sending over an email with the requested information. After waiting patiently for approximately four hours, I decided to give the store a call to follow up before they close. I spoke with an employee by the name of Geo who claims that he is the manager. I requested for his assistance and he informed me that he will look into my request and proceeded to put me on hold for an incredibly long time. My call was transferred again to Ray since the manager claims he is busy. I informed Ray that it is critically important that he send over the requested information as soon as possible and he proceeded to tell me that he will do it when he gets back from his "30 minute" break. I've expressed my frustrations to Ray and let him know that I've patiently waited the whole day and it should take only a few minutes from him to send over the email. Ray continued to express his hesitations and stated, "I guess I won't eat then..", attempting to invoke guilt from me for simply doing his job. I am appalled at the level of unprofessionalism and lack of follow up by the employees at this store. Furthermore, I will no longer be doing any business with this store or this company now and in the future. I refuse to do business with people who display such incompetence and unprofessional characteristics.

February of 2016 my first eye exam at this lens crafter in Deptford NJ, It was the worst experience ever, the physician was terrible no beside manner, and he gave me wrong prescription and then laughed about it, but I had to come back after picking up glasses and get another exam, the person at front did not even size me now the glasses are giving me headaches because he didn't fit me at all he was arrogant and acting like I was bothering him.
the eye glasses took about a month then when I tried them on and was blinded cause script was wrong, I waited another month. they didn't even care about my inconvenience to this day I get headaches and glasses don't fit at all. there is no help for my situation I am stuck with these glasses that don't fit I will not recommend this place to a dog.

Hello my name is James Bahrey. I'm complaining about my serivce today. I was there at 10am because my apt was scheduled for 10am. I was the first person in the waiting area till about 1015 am then two separate customers showed up between 1015 and 1020am. They gave there info and where taken in immediately. So I continued to wait till 1040am so 40 minutes passed and I wasn't even talked too. I understand only one dr maybe on weekends but I have been coming to you guys for 12 years and this is my last.

The staff and the doctor is the biggest thief and the worst place to have eyes checked and so unprofessional. I paid $390.00 for the exam and 3 pair trial. Now they are asking to pay $125.00 additional fee for follow up. the office manager is the rudest person I ever dealt with on the phone and has no respect or courtesy. She even want to charge me to talk to the doctor if I come in person regarding this. They are not interested if you get the right contact lenses instead they charge you even for the trials. this is the worst place to have an exam. Please do not consider this place at all.
And just because I have a German accent she talked to me like I do not understand her. I been discriminated and disrespected and I will try to contact their corporate office this is not acceptable. without a customer there is no business and they need to treat every one with courtesy. If I a pay for the service and they need to provide the service.

I have been a customer for years. Last year I purchased progressives with anti glare. Before the year was even up the lenses began peeling. When I brought them to the store they told me they were scratched and I needed to but 2 new lenses. I need my glasses to see and I'm looking through peeling lenses . I'm hoping someone can help me resolve this issue. Poor quality material put on very expensive glasses. This is unacceptable . I'm a very loyal customer and would have expected better treatment at the store and better quality on my glasses. Thank you in advance for your time and help with this pressing matter.

Just got off the phone today, September 19, 2017, with one of the "Managers" at the Glendale Galleria location in Glendale, CA. Not only was Mariah rude, she kept me on hold for 15 minutes while she looked up what we originally paid for the lenses. One of the lenses has a scratch on it, we paid $369.00 for it with Insurance. She said the policy was to replace both lenses - explanation was that the lenses needed to be brand new and the prescription needed to match. When asked what the bottom line charge would be, she said $449.00 with a 20% discount. I asked to speak to a manager above her.

Manager, Tom Ward, had no explanation for not replacing only one lens - he kept repeating that this was Lenscrafter's policy only. When asked what was the best cost he could give us, Mr. Ward quoted over $600.00 but that he would generously give us a 20% discount. When I pointed out the discrepancy he tried to excuse himself by stating that Mariah's quote was for a different type of lens.

Such tactics are unacceptable for a company that charges so much money for glasses and lenses. I and other customers deserve better service and consideration given that we use our insurance and hard-earned money at your establishment.

Call me at [protected] to resolve these issues, we want full lens replacement at no charge considering the aggravation we have been put through and also are requesting that you train your managers to have better customer service and get on the "same page" with their explanations and price quotes.

Sylvia Macias

At my request she put

The optometrist was very impatient and rude. He put my contacts in for me first and told me not to blink. Of course, the first time I blinked to which he responded "women shouldn't have a hard time with this, they are always sticking makeup in their eyes". Followed by "just do what I tell you to do".
Next, I had to put them in myself. I wasn't sure if the first one went in so he looked and said it hadn't and that I must have dropped the lens and lost it. At that point I said I needed to go and would follow up at a later date. Seven days later, my eye felt strange and I looked in a magnifying mirror and sure enough, there was the lens. I called them and said I wanted my prescription faxed to me so I can go elsewhere. They refused and told me I had to come back in and finish showing them i can insert and remove them! As far as I'm concerned, I paid for the exam and contact lens fitting. They owe me my prescription.

The deal was done with lenscrafters in langham place hong kong. But the quality of service is so bad. The shop manager tony chan showed his arrogant attitude and poor behaviours. He even dropped twice in the phone deliberately. The case was reported to the shopping mall and its management office. A call was received from mr. sze to who claimed himself as a regional manager. His tone is even worse and threatening me to cancel the order but did not follow up the complaint. No further reply was received so far from the senior management even urging them a few times. It is very doubtful that this company can get 15 years Quality Tourism Services (QTS) merchant.

Recently I brought in a prescription and ordered new lenses and frames. The initial customer service was excellent. However, when I stopped back today, April 26th my experience was quite the opposite.

When I walked into the store there was a just single employee helping a customer. She saw me come in but failed to acknowledge me in any way. I seated myself and waited approx 10 minutes without a so much as " I will be with you shortly."
Another customer walked in and the employee told her, "I remember you, you will be next." Still no acknowledgement that I am waiting. After several more minutes the technician finishes with her customer and proceeds to start helping the other customer. Almost as an after thought she says to me "are you picking up". I replied that I was and she proceeded to call another employee from a back room to help me. Again no apology for my wait or explanation as to why she was waiting on the other customer before me.
The second employee finds my new glasses and has me try them on. She cleaned them, checked the payment status and discovers that I owed for a second pair of frames that I had ordered. She was unable to ring up the frames and referred me back to the first employee. Rather than stopping to ring me up, the first employee continues on with ordering and fitting new glasses for her customer.
After being "parked" for another 15 minutes, I let it be known that I could not wait any longer. Employee number two asks if I will come back another time to pay for and pick up the second pair of frames. I said that I would. This discussion takes place about three feet from the"busy bee" employee. Even though she overheard my discussion, with employee number two, there is no apology or any effort made to ring me up.
I leave the store a most unhappy customer! I will have to make another 30 mile round trip to get my frames!
There are several issues that need to be addressed:
1. The "Exceptionally" Poor Customer Service
2. The unconscious "attitude" of employee number one
2. Untrained staff (Obviously, employee number two was not trained and or authorized to run the register.
With Regrets
Larry Price