LensCrafters
reviews and complaints

I paid 140 for a contact exam and when trial lenes came back they were incorrect, they reordered
A second when came back second time they were incorrect I have had four exams since March and I still dont have my trial pair I keep getting run around they are backed ordered.I will never do business when you again. I would like my money back so I can go somewhere else

Sabrina Hackworth
[protected]
Sabrina.[protected]@gmail.com

I placed an order on 7/26/19 online at 3:37 pm, order number [protected]. I received an email from mysupport requesting a valid prescription from my doctor to further process order on 7/30/19. I faxed my prescription to 513-492-6454 that day (which I have a copy of that is time stamped). 3 weeks passed and there was no communication from lens crafters on the status of my order. I opted to do a live chat on 8/13/19 where I inquired about the status of my order (which I have a copy of the chat history). I was told by Amanda K that my frame was on back order and she could not tell me when to expect my sunglasses yet she offered to give me a 25% discount. I appreciated and accepted her offer although I was still disappointed that no communication had taken place. I then check my order 3 days later online and it stated that my order was still in process and instock, which contradicts what I was told about my frame being out of stock. I was still hopeful that I would soon receive my sunglasses and today I received email saying my order was canceled in which I didn't cancel. This whole experience has been stressful and disappointing. I would like to know what is going on behind the scene with Lens Crafters

I bought safety glasses from your company it was brought to my attention that the nose piece was replaceable because after 6 month to 8 months of wearing them the nose piece flatened out. so for 2 years or better I just go back to lenscrafters and they would put another one on no problems. well today I went to have a new nose piece put on the store told me it was a OSHA violation to replace the nose piece this came from the Manager. So I explained that I have been doing this for quite so time, so they asked me to leave the glasses with them and they would see what they could do. I went back to the store and they replaced my frames with a new frame popping out my prescription lenses and putting them in a new frame. They also told me they would not do this again when all they needed to do was to pop out the nose piece and put a new one in. When I got home I looked at my lenses and noticed that they were scratched from the lense replacement also I thought it was truly a OSHA violation to pop safety lenses out it does something to the integrity of the frame
Hillis O Wall

A few days ago I was forced to drive all the way to the LensCrafters that I had purchased two pairs of expensive glasses from and also had my eye exam done at, all because when I called over the phone I requested what the pupillary distance was from one eye to the other because it was not on my paperwork they sent home with me the woman that answered the phone whose name was Linda, already was short and Curt from the onset by cutting me off before I could complete any sentences. She was talking about things I wasn't even asking about oh, such as assuming I was trying to return a pair of glasses which was not even mentioned. When she finally let me finish with my question she told me she could not give me that information. I told her I didn't understand why since I had the paperwork here and I had my exam down there along with my purchases of glasses. I wasn't asking for the full prescription only the distance from one pupil to the other. She told me she could not give me that information but I would actually have to come into the store. When I asked her if she could just email it to me since they had my email on file she said no. Now she had no way of knowing I was in the middle of arranging my daughter's funeral, and all that goes along with that extreme hardship. So the last thing I needed was an attitude from someone over something so petty. I did indeed pull myself away from more important matters to drive up to the store and was told I needed to go to the eye exam area for that information oh, which didn't make sense since I sat down at the desk in the store to be measured. But I complied only to find out that yes I did have to go into the store area because they had that information. Yet another annoyance. I don't know if this indeed was true policy or someone just not wanting to give me my information because they did not want to look it up. But it was very annoying on top of what I was already going through and honestly I probably will not shop at a LensCrafters again because of this experience. I would like this to be addressed and I would like to know what the policy on this really is, sincerely Dorothy C Quick [protected]

I went in with a complaint of having trouble seeing and left even worse minus 600 + dollars not including what my insurance paid. I've worn glasses and or contacts since I was 6 years old and never had I ever been given a choice to see partially out of my glasses. I was told I needed bifocals lenses fine. I was also told I could not get bifocal ex in my contacts and just use a reader ok that was the plan I got my glasses I can't read in them I can't work in them. I've been to that store 5 times and have been essentially told it's my fault the manager never returned a call and the assistant manager acts as though she's doing me a favor by charging another 340$ This is no fault of mine and I should not have to be the one to pay for the staff being incompetent.

Hello,
I brought a pair of frames to LensCrafters to have prescription progressive lenses put in. They were sent out with the demo lenses and not returned with the demo lenses. The lens tech (sorry don't know proper title) stayed she would contact the company that filled the prescription because she said she wanted surprised she could not find the demo lenses with the glasses. 4 days later I called to hear status. I explained again that these frames will require the demo lenses to return when I return the lenses back to LensCrafters due to terrible fit. I just got a message from one of the managers that this will not be happening and there is nothing they can do. So...now I will be out $95 for the frames that there is no policy for, nor was anything stated regarding filling Rx on frames not purchased at LensCrafters. I feel that I should be put in the position I would have been had I never purchased them in the first place and be compensated the $95 for failure to return my eyeglass frames in the condition they were originally sent out in - with demo frames.

Kindly reply in timely manner how this will be rectified.

Thank you
Lisa P

Yesterday (7/2) the Lenscrafters in Bloomingdale, IL did not help me or my daughter at all on her glasses that broke when she fell. We have just purchased 6 glasses and contacts for my whole family in March, April and May, plus we have been a loyal customer for many many years. My daughter fell on Tuesday night and unfortunately her glasses broke. One arm of the glasses came off and the other bent. I called Lenscrafters explaining what happened they said come in and maybe we can glue the arm back on since we didn't have an extension warranty. We drove there and they said no we can't fix the arm and we won't even try to shape the other arm back to the original shape. They said corporate won't allow them. I explained that myself and my wife and 2 daughters just bought 6 glasses, contacts and have been a LOYAL customer for so many years and this is our treatment? The manager said, can't do anything corporate won't allow him. Tell corporate. He said try a watch repair shop they can. Really? All my loyalty to Lenscrafters for all these years all the money i have spent, (many thousands over the years) and he tells me to leave and go to a watch repair shop? I know we didn't get the extended warranty, but the glasses were just purchased in March 2019! Plus, we continued loyalty with my wife (bought contacts, April 2019), daughter(2 set of glasses, March 2019), 2nd daughter (the broken pair and she bought sunglasses too) and myself (2 pair of glasses, May 2019). I am sure glad Lenscrafters "care" about their customers and they can see. I am expecting a full apology and my daughter can go in and get replacement frames (same ones) at no charge. Anything else short of this and you have lost all 4 of us as customers. I am very frustrated and extremely disappointed in the Lenscrafters service and answers they gave me. They were "sorry" but we can't do anything because of corporate. Is corporate relaying a message to their offices to treat loyal customers like dirt and not look at the big picture on how many years they've been loyal, how much they spend? I am not asking for what I feel is fair, I mean they were bought less than 4 months ago, and in that time we bought 5 more pairs and contacts. Again, not counting the dozen of years we bought before that. Please look up my family's history of being loyal and the thousands of dollars we spent over the years. Then put yourself in my shoes, Lenscrafters tells me to come in and they can repair, so I drive out there with my daughter only to be told no way can we fix that, plus corporate tells us to push you away, go to a watch repair shop. Don't care how loyal you've been or won't even listen that my daughter needs glasses. Get out of the store and only come back to buy more glasses and contacts so we can treat you like dirt when you actually have an issue. Corporate tells us we can't help you, file a complaint with them. So I have, please tell me my daughter can get her glasses repaired and no charge with new frames plus an apology. We can go to your Bloomingdale, IL store or Woodfield Mall store in Schaumburg, IL. Anything short of this and again, you will not see our 4 faces, business or money ever again. Make this right.

Thank you in advance

I have experienced the worst customer service at lens crafters in Emeryville California. No greeting very rude and refusal to actually help me. The whole environment of this location has gone down hill. They really have to work on there personal. I went in because the my eye glasses were crooked and they were hurting my ear. Explained the insurance I have on the glasses and was requesting to either have them fixed or what were my options. They did not answer any of my questions and overall just very terrible customer service.

I walked in nobody greeted me, they looked at me completely ignored me. Then proceeded to argue about who wasn't going to help me. I have never in my life felt so unwanted in a place. Major unprofessionalism. So I left. I went to the north Lakeland Lenscrafters . Everybody was very friendly and immediately greeted me. I bought glasses but the northside is too far for me. I will now be going to the Americas best. I just felt like someone needed to know this about the other south Lakeland Lenscrafters Associates.

On 6/20/2019 I went to Lens crafters inside the Westfield Shopping Mall In Palm Desert CA. I spoke with the office manager Bill Holzhauer. I was explain to office manager that my glasses had a defect on the tint and it was peeling off. He said there was no defect on the glasses and he didn't know what I wanted him to do about it. He than proceeded to get up from the desk in the front lobby and went to the back leaving me there still trying to show him my glasses. He never came back out. He was very rude and disrespectful.

Hello,

I purchased my glasses in March 2018 - they are bifocals. I have had to have the lenses replaced once at no cost due to the bubbling of the anti glare protection and am now considering calling to see if they can be replaced again as my prescription has not changed enough to get new ones. Reason being the new lenses I have are once again all bubbly and making it very hard to see out of them.
I have always purchased my glasses from Lens Crafters and never had this problem until this past year. I am very unhappy, glasses are expensive, I should not have to pay good money for this to continue to happy. Mine are not the only ones to have done this - I have two friends who have gone through the same thing. A refund or new glasses would be greatly appreciative.

Thank you
Julie Glardon
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