LensCrafters reviews and complaints 1
View all 364 complaintsLensCrafters - pathetic customer service
Me and my wife had ordered two glasses, and were assured delivery within 7 days. 10 days went by and no one contacted us, when we called to inquire, they very rudely said, "how will I know where your order is", upon asking when I can expect the delivery they replied, " we have no idea, obviously they have not come, which is why we have not called". Finally after 15 days they call and tell us that our pairs have been lost in mail ! When asked if they have the tracking number, they obviously didn't have one.
We asked if they could expedite the delivery, and at least is there a sure date to get them, they said there is none, and this time too they could get lost !
That was it, we did a full refund on both our pairs, and now have to order everything again with some other company. While doing the refund, I asked if there is a customer feedback number, they could not find for one, even the manger didn't know how customer feedback could be done !
Truly amazing !
The complaint has been investigated and resolved to the customer’s satisfaction.
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Here's the way outside processed or special order lenses generally work: depending on the brand, material, coating, etc, the lenses may travel to three different labs. Lenscrafters does not guarantee 7-10 days for a special order because too many things factor into this, including the previous mentioned multiple labs and delivery efficiency. Perhaps this is a FedEx problem for their possible lack of speed. I will grant you that the alleged quotes of the associate were rude, if you haven't embellished them. There isn't a tracking number on special order lenses, but an order number in which their central lab can refer to. This can tell them everything down to the prescription of the lenses and the current status of the order. Things get lost in the mail and well as Fed Ex losing things. Do you think Lenscrafters wanted to get charged for the manufacture of your lenses, and they purposely lost them just so they could give you a refund? You got your money back, so who cares?
You can lodge a customer complaint through the lenscrafters.com website, it filters down through the regional manager and to the store. There unfortunately isn't a better way to contact customer service.