LensCrafters review: When one employee’s behavior overshadows good service

I have been a dedicated LensCrafters customer for more than 20 years, starting in Louisiana. I choose LensCrafters because I require prism in my lenses to help me see and focus better, and they have always provided the best quality prism lenses for me. That is why I have remained a loyal customer for two decades.

My recent experience at the River Oaks location, however, was deeply disappointing.

First visit – November 12th:
On this visit, one employee was not assisting anyone when I arrived. When I asked if she could help me, she first said she could not do what another employee could do, but then said she would try. As soon as she began assisting me, she started speaking very loudly about a discriminatory incident that had happened to her. I felt bad for her situation, but I was uncomfortable because I was simply there to purchase my glasses. Her comments had nothing to do with the service I needed, and the conversation was completely inappropriate in a professional setting.

Second visit – November 28th:
On this visit, I again heard this same employee repeating the same discriminatory incident to another customer. She spoke loudly about her personal experience, almost as sge wanted everyone to hear her experience, which again felt unprofessional and out of place in a customer service environment.

Third visit – November 29th:
I returned to pick up my prescription sunglasses. When I tried them on, they immediately slipped down my nose. I tried them several times before saying anything, and the result was always the same. I walked over to the original display pair I had tried on and immediately noticed the difference. The display lenses were smaller and fit perfectly, while the pair I received from the lab was noticeably larger.

An attempt was made to resolve the issue by switching the lenses into the original display frame, which I appreciated and which initially made me happy. However, while this was happening, that same employee began making comments about me to her customer, and they were laughing out loud. I immediately felt it directed at me. My husband walked into the store at that moment, heard the conversation and saw the behavior and became extremely upset. He told me, “Let’s leave right now. I will never come back to this company again.”

After we left the store and I got home, I tried the glasses on again. At that point, I realized that the lenses were too straight and not properly concave, which caused the frame to stretch and widen. As a result, the glasses still did not fit correctly even after the adjustment.

Fourth visit – December 2nd:
On my fourth visit on December 2nd, I was assisted by Michelle. Michelle was extremely knowledgeable, well prepared, and clearly very experienced in her field. She was kind, patient, professional, and confident in her work. Her attitude and level of care reflect the standard of service customers should expect at this location.

During my visit on December 2nd, one other customer also walked in and filed a complaint about the very same employee I had issues with. That was extremely telling and confirmed that this situation was not isolated. Hearing another customer speak up is what truly motivated me to finally say something.

It is not fair to the customers, and it is not fair to the other employees who are genuinely trying to do a good job and end up having to cover for the behavior of others. I am sure there are many employees who care, and they should not have to work under these conditions. My heart goes out to those employees because they are trying to do the right thing in a difficult environment.

I put myself in the employees’ shoes, and I would be embarrassed as well to see a customer experience this type of behavior. It is also unfair that other employees are constantly left apologizing for conduct they cannot control.

I felt deeply affected by this behavior, and it is clear that this store needs attention from upper management to ensure consistent professionalism. It is a very nice store in a very good location, and it deserves oversight that protects both customers and the many good employees who work there.

I hesitated to post a negative review because I normally try to resolve issues privately. But after the embarrassment, the tension, the dismissive treatment, and the laughter directed at me, remaining silent would not be fair to myself or to other customers.

After two decades of loyalty, I truly hope LensCrafters takes this feedback seriously. Customers deserve professionalism, dignity, respect and the need to be heard. With proper leadership and accountability, this location can improve, and I hope to see those changes.

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