LensCrafters
Reviews and Complaints

So you wonder why you get poor service, glasses filled incorrectly, rude associates. Well lets see one day you can be running a Pawn Shop and the next day with no Optical knowledge be a General Manager at a Lenscrafters.

They hire only the worst of the worst so they can pay them low salaries.

There is horrible morale in the stores. The full time associates are hired for 35 plus hours per week but, when the stores are not making goal, their hours are cut in half.

Do yourself a favor ensure that the Optical store you choose to get your glasses from are run by Opticians, not Pawn Shop workers...

I went into LensCrafters (store #5617) in Menomonee Falls, WI for a routine eye exam. The optometrist said that I needed new lenses, so I placed an order for lenses only since my frames are one of a kind. When I received my frames back they were bent up and the prescription was totally off. I was told that I "just had to get used to it". 7 visits, 4 lens replacements (due to incorrect pupil distance measurements by LC staff and 1 incorrect prescription reading by a LC optometrists) any many encounters with a rude and untrained staff, I am left with damaged frames and lenses that give me headaches and blurred vision. I did receive a full refund for the bogus lenses and a quick "I'm sorry", but had to write in a letter to corporate headquarters to seek reimbursement for the rushed and inefficient eye exam that I received. I will not be returning to LensCrafters in the future and am currently seeking resolution to my vision issues with a local, private optometrist office.

Advertise glasses in one hour but not when the blow the script. Went there on Monday (3/14/11) and have since as of today 3/17/11 spend 6 hours waiting for 3 separate trips. See how long I'll have to wait this evening as I still haven't received a properly prepared pair of glasses.
Do not use this vendor is at all possible to avoid so doing.
Wayne

I made the poor choice of visiting the Lenscrafters Optique location in Clairemont on Feb. 5. It was the closest optometrist to me and I was in desperate need of a new pair as my current ones were literally falling apart. I had an eye exam and purchases two pairs of glasses: regular and prescription sunglasses. All told, I spent over $1000. I was originally told my glasses would be ready within 5-10 business days. The following Friday I called the store to get an update on my glasses as the hinge on my old one broke and I had to glue it back together. I was told that my sunglasses would arrive on Tuesday and my other pair would arrive on Wednesday. Tuesday came and I was notified that my sunglasses arrived. I asked if my others would still be ready the next day so I could pick them both up at the same time. I was told, yes. Wednesday came and no one called me so I contacted the store and was told the glasses would be ready Thursday or Friday, despite being told twice they would be ready on Wednesday. Fast forward to Friday and, again, nobody has contacted me. I call the store and was told the glasses wouldn't be ready until Monday. I was offered absolutely no explanation as to the reason why I repeatedly given incorrect information nor any apology as to the repeated mistakes. Never did anyone at the store offer to update me on the situation or to expedite the process. The employees were nice enough to me when I first went to the store, but as soon as they got my money, they couldn't give a damn about me.

I urge any readers to avoid Lenscrafters. Do not give them your money and do not accept anything their workers tell you.

Bought a pair of glasses-overpriced at $525., but my wife liked the frames & service was fast. At 12 1/2 months, the layers in the lenses started to separate, glasses were unusable. The co. inisisted on their "0ne-year-warranty", couldn't help. After complaining to our State Dep't of consumer affairs, we got a response from the co. - They would replace the glasses -at half-price! we might have accepted a new pair free, but will not give them another dollar for a clearly defective product. Other glass shops we took them to said they'd never seen anything like it.

Over $600 and two months later, I had two pairs of glasses, one with an improper lens, and the other with a cracked lens. Had to go through 3 doctor visits. Sure wish I had read about the poor service of this company. Went to another company and a week later I have a great pair of glasses. Meantime, I'm stuck with two pair of overpriced, worthless glasses. Don't let LensCrafters employees tell you, "Nothing is wrong with the glasses, they just take a while to get used to." All they want to do is get you past the 30 day guarantee return date. Don't let them change the quality of the lens to less than what you originally ordered. When the company gets irritated, watch out that they don't over tighten your lens in the glasses on purpose so they crack. Avoid buying from LensCrafters! They have my money and I have worthless glasses.

After a bad experience 4 years ago I decided to give Lens crafters another chance. January 9th, 2011, I had a eye exam, ordered glasses and paid for them in full. I was told it would be no longer then 2 weeks and i would have my glasses. Needless to say, I pay over 600 dollars for my glasses. It is now February 4th, 2011 and I have yet to recieve my glasses. I recieved no curtisy calls to explain the situation. I have had to call each week only to get a run around and attitude. I personally will never be a customer there again I have had the same exaxt problem twice, 4 years ago and present. I realize it is not a fluke its Lens Crafters that is the problem...

I have been a customer of Lenscrafters, in Beachwood, OHIO for years...for not only myself, but my husband and my parents. We ordered my husband $800.00 glasses on 12/24/2010...It is now January 18, 2011 and still no glasses...There is little recourse, because we only had to pay $200, since our insurance picked up the rest.

Unfortuntaely, by this being an end of the benefit year purchase, we don't want to deal with the hassle of trying to get another company to cover the new glasses thru 2010. Anyway, after personally stopping by the store weekely, after the promise date of January 2, 2011, being told it will be here in 2 days EACH time I went.. I have finally had enough. I went into the store one last time, for two reasons...to understand why, throughout this situation the only communication with them has come from me...they not once called to give me or my husband any kind of update...and also to get the info for the District manager, becuase clearly the store manager has dropped the ball. It took the employees 20 mins. to come up with the corporate address and and 877 number...

On top of that, they sent a tech upfront to talk to me. The only reason I could see is that they felt that because i was African American and he too was African American, that maybe he could get me to not be upset.. Unfortunately for them, there is a reason why he is not a customer facing employee.. He proceeded to try to argue and overtalk me.. all in hopes to convince me that the loaner pair of glasses, they decided to offer today, would satisfy me.. And when I told him that I truly have no desire to have them he cotinued on, as if ignoring my request would make me take them...

Needless to say, no resolution...no promise for the glasses to be here before "at best next Monday, " and all they want to do is offer me 25% off what I paid out of pocket...

I went into the Lenscrafters in the Provo Town Center on Saturday night about 3 hours before closing. The person that helped me didnt explain things clearly(first time buying glasses) and told me that Bifocals are what I needed.He told me that they would be ready at 10:00am the next day(what happened to one hour?) I showed up to find out the store didnt open till 12:00 noon.I came back at 12 noon and the retail person didnt even show up till 12:15.I told the lady manager they made me the wrong glasses.She told me thats what I asked for and thats what I got.(very rudely)I told her that I have a astigmatizym in one eye and the other one was fine. That I needed the glasses to drive and read more comfortably and I dont want big magnifying squares on the glasses. She refused to change them and proceeded to be very rude to me. Never again will I walk into another Lens Crafters as long as I live. I went to Wallmart and got the glasses I wanted.

When I came in for my eye exam I showed the guy my insurance card. I told him I that my insurance pays for my eye exams, my lenses and $75.00 off my frames. He looked at me and said nothing. I went in for my eye exam, picked out glasses as well as sun glasses. When we said down to do paperwork he informed me I was out of network for my insurance. That they could give me 15% off my eye exam and 30% off my glasses. He knew I was out of network the whole time and said nothing. How unprofessional and unethical. I work in the health professional, we always tell a patient immediately that they are out of network. You don't wait until the person racks up a bill to tell them. I was expecting not to pay for my eye exam but instead I had a $50. bill. I would never do business with them again.

I bought a pair of Oakley glasses from Lenscrafters on July 17th 2010. I only needed a backup pair of glasses, since I wear contacts most of the time, but certain frames give me headaches because I have TMJ, so I ended up choosing a frame by Oakley that fit similar to my non-prescription Oakley sunglasses (because they are the most perfect fitting frames!) In the store, I wore the frames around (with the non-prescription lenses in them) and they fit great! I usually have the problem of glasses falling off my face because they are too wide at the temples or just because I have oily skin, but these actually fit! I told one of the employees that those were the ones I wanted, paid, and was told that I would be contacted when the glasses were finished.
**This is where all the problems started**
I went back to the store a couple days later to pick up my glasses, and I made sure to try them on before I left, good thing, because they were stretched out! It took about 20 minutes worth of heating and bending and heating and bending to get them back to near- normal. They said it may take a few adjustments to get them right, which I didn't like, but I went with it.
Now, it's September, and I have been back several times to adjust the frames and they still are not right! When they are adjusted, and fit correctly, I try to wear them, but they come out of adjustment within an hour! I can't take it anymore, so I took the glasses and the receipt back to the store and asked what they could do for me under their 90 day guarantee. **SHOCKER** They said there was nothing they could do except keep adjusting them! I was so angry at that moment, I told the manager that I just want them to take the glasses back and give me a refund! Obviously, they didn't want to lose any money, so they offered free adjustments and cleanings whenever I needed them (umm, I thought that was offered to EVERYONE, ALL THE TIME.) When I refused, and told them that I would be satisfied when they give me my money back, the manager said that he would not do that because it had been over 30 days since I bought my glasses! I reminded him of the "90 day UNCODITIONAL MONEY BACK GUARANTEE" that the company so boldly advertises, and without hesitation, he said "Oh, you don't get that, you bought your glasses the day before that started."
WHAT?! I could not believe it! I was so mad that I left the store before I said some very unprofessional things! That evening, I sent an email to Lenscfrafters Customer Service telling them how dissatisfied I was (AM!) The next day I received a call saying that they were contacting the store manager concerning the situation, and that I would receive another call in a few days. The day after that, the local store manager called and said that he absolutely would not refund my money, that he would only adjust my current frames. Then he said "Or I can exchange those frames for a less expensive pair of 'regular' frames- but I won't refund the difference." I told that guy "NO WAY" that I was not being scammed out of any more of my money, and that I would contact the regional manager, or higher, and attempt to solve my problem that way. He tried to intimidate me by telling me that all problems come down to the store manager, and that I would only be dealing with him, not anyone with more authority.
My thoughts right now are as simple as this: We'll see about that.

I was under the impression, from advertisements, that Lenscrafters was the best place to go for inexpensive eyewear, as well as good eye doctors.

I had an exam by one doctor, then had to have a repeat exam, because the first doctor got all my information incorrect, lens were wrong, strength was wrong... then after seeing the second doctor, they ordered my glasses I picked out. Those glasses were sent back five times, and it took a total of five months to receive my glasses.

I would NEVER return to this place! Besides, the prices are very high and their work is not that good.

Lenscrafters, Mall of Prince Georges. Only 2 incompetent staff working there! overpriced, waited a month to get glasses that one of the incompetent staff told me had been sitting there for 2 weeks, after I repeatedly called and was told that they were not back. I told you staff was incompetent...why would they tell the customer that your glasses have been sitting here for 2 weeks!I am not going to go into detail about this store, but I will say...you will never, ever get another dollar of mine! Your "quality assurance" is defined as - Staff digs through a pile of blue trays, pulls out a pair of glasses and sprays on a solution. Then wipes them down and put on your face. Then they act like you are taking to long while trying to see if they are okay. Wonder why you have so many complaints...pay your staff a decent salary, and they will perform better! Remember..."word of mouth is the best advertisement that any store can get"! I should have had a clue when a lady made a comment about waiting a long time and walked out!

I know someone from your staff will respond to this...I don't really care what you say. Just like I read what others had to say, after I ordered glasses. I hope someone will read this and see what they are getting in to before they order glasses!

I bought a pair of prescription glasses. The frame of thia pair gave a big problem to me. The Co. opticians tried to correct the problem but they were unsuccessful. They were supposed to give me the full refund, if they could not satisfy me within a period of one month from the date of delivery of the glasses. However, they prolonged the debate, and made an appointment to see their Optometrist on May 7, 2010. They told me not to go to see the optometrist as the prescription was not their's. They were suggesting to do the glasses using a cheap frame, and to which I declined. They have charged a lot of money from my Insurance Co. and me. I am still suffering the consequences.

I went in to get my glasses adjusted on Friday before the 4th of July holiday week-end. after 10 minutes, Kyle told me to sign in before i can get help. so, i signed in. then he got to my name and told me that he cant help me, that i would have to wait for bob or maria and for me to sit down. i guess he marked my name off and didnt tell the other 2 that i was next. so, several other people went ahead of me, then melissa came over to see if i need help, here again, same story, she couldn help me. why? then i finally approached bob and told him i needed an adjustment. while he was adjusting my glasses, he had to answer the phone 3 times and get up to help another associate, while useless kyle was standing in the back not doing a thing. if every assocaite cant help me then why are they there wasting the company time and my time? bob was cordial with me. but i still wont be back to lenscrafters. too many people not knowing how to do simple things like put a screw in. 35 minutes later i was fixed. the actual repair took less than 3 minutes. i asked bob why he had to help me and he said the "new people" cant do repairs. so how are they going to learn, he wasnt even observing? it was a very frustrating expereice ! why have a sign in sheet and not use it. Dont ask for kyle or Melissa (hint)

I went to the Fox Valley Lenscrafters on 6/16/10 for my 5:30 appt. I got there on time and was told to sit in a waiting area. A lady got me and took me back to the initial exam room. She was kind of pushy. I said that I wanted a contact lens exam and she said "So you want the Comprehensive Exam" and then proceeded to do the initial testing. I saw the eye doctor, who was great, and was fitted with my new contact lens Rx. Great. All is good so far.

Then the same lady started getting really pushy with my frames choice. I've had glasses since I was 8. I can handle picking frames. I am the type who likes to not have salespeople bother me when I'm looking. LOL she MUST have been commission based because she scowled every time I said I wouldn't pay more than $150 for frames. Anyway, I finally picked frames she liked and we went to do the paperwork. She kept adding things to the order to my lenses, like coating etc without asking me! The initial total for the glasses was about $800! OMG. I finally got her down to what she said was my "final total" of $388. I was expecting about $350-$400 for my bill since it is convienient to get the glasses in an hour and be done with it. I also wanted to give my eyes a break from contacts. That is also about what I paid the last time I got new glasses.

Anyway, she then says my total is $536! Apparently, my "final total" didn't include my "comprehensive exam" which totalled $148! I was expecting the exam to be $75 for a contact lens exam. Apparently, she added extra exams without telling me. Ok, it can be argued that I should have been paying attention but how am I supposed to know what a comprehensive exam is? I said I wanted a CONTACT LENS exam. By now, it's 7:30 and I'm tired of arguing so I just pay the bill. Then she says that I have to wait two weeks for my glasses! Getting the glasses that day was my whole reason for going there and I invested 2 hrs of my life there. If they are not there in exactly two weeks, I will return my order.

And I was supposed to get 30% off my exam because of my motor club but she didn't enter it. I also was not given my contact lens prescription. I think she was mad because I said I'd order my contacts on my own after I got the $536 "final total"!

Lens Crafters at a Des Monies location twice has promised me glasses upon accepting payment and has twice failed to deliver. Sales persons at this store have either been poorly trained, or have blatantly lied about delivery dates. Twice fooled but never again. I have had good experiences with the Valley West Location. I've not purchased from the Jordan Creek location. Do the math and figure it out. Attention Lens Crafters, read the book "Over Promise and Over Deliver"...pay particular attention to the "over deliver". I'm in a service delivery business and I find this experience totally disappointing. Close this store or get it right!

I went to Lens Crafters originally for an eye appointment, and then to purchase a pair of glasses with one of there promotional offers. I purchased a pair of Versage frames for the new lenses. The lenses were coated with an anti glare coating, on what I come to find out was cheap plastic lenses. Lens Crafters sure has a con job way of padding the price for a pair of glasses. I was promised a quick delivery, and they were late by almost two weeks. When I did get the glasses the lenses did not even fit the frame, so I had to wait while they fixed there screw up. After only a few weeks the coating and lenses scratched using there soft cloth that came with the glasses. When I complained about how bad the coating had become several months later, they said the warranty had expired. Now let me get ths straight, I pay over $500.00 for glasses and they won't even last a few months? To make matters worse, after a year the "Versage" frames literally feel apart at the spring loaded hinge, and when I called about ths too, I ws told there was nothing that could be done about it. You know what Lens Crafters, we all work hard for our money, and when we shell out good money for crappy product it *** us off. Now I have a $500.00 pair of glasses that are both scratched, and non-functional. I will be filling a complaint with the Better Business Bureau, and the Indiana State Attorney Generals office for deceptive business practices. My best advise is to not walk away from these guys, BUT RUN away from them. There are too many good companies out there that do not stoop to the level of Lens Crafters.

My friend and I were going to pick up a pair of prescription glasses at the Lenscrafters at North Park Mall in Dallas. He had already paid $550 for the glasses that had to be special ordered for the prescription. As we approached the store a tall saleswoman approached me with a coupon and free lens wipes. She ignored my friend. When we walked into the store she continued to ignore my friend and only focused on me. I didn't realize it at the time but she had done this to him before. It became obvious that she wanted to serve me because I am white and not my friend because he is Asian (with dark skin). We were the only customers in the store, which made the situation very awkward. My friend was so upset he could not stay in the store until management could resolve the situation. On our way out the customer service supervisor apologized and said that the sales clerk was already going to be fired. What is Lenscrafters waiting for? This situation is disgusting and dumb. The company discriminates against paying customers and loses a sale from me. I had brought my new prescription to buy a new pair of glasses. I don't feel comfortable in a store with these poor business practices.