LensCrafters
Reviews and Complaints

On the previous response I meant to type just like with any other PRODUCT.

First of all doctors prescribe (Demand) polycarbonite for kids for it's impact resistance (safety). Secondly, there is not an epedemic of cracking polycarbonite lenses. The problem you had is either caused by lab manufacturing, or the frame. In either case the particular store you were in SHOULD have made it right. It is irresponsible of you to claim a retailer to be "robbing people blind." Anywhere you go should be putting your child in polycarbonite lenses. Millions are sold, some have problems, just like with any problem. Do better research, and deal with an individual store that will take accountability for their mistakes.

I am deeply upset and dissatisfied with the way that I was handled by North Star Mall security and the assigned Police Officer, on today 11/17/2009. Specifically, I would like to file a complaint and report for this incident.

Today I went to Lens Crafters and my $ 300 cell phone was stolen from the store counter while I was in the store. I used the phone in front of Lens Crafters employees for I called Lens Crafters Customer Service from the store.

After sitting with Brittany to price glasses, I sat my phone on the customer counter. I walked away to replace a pair of display glasses and my phone was gone. At the time there were about 4 employees in the store, and one customer.

I insisted on filing a report and complaint to make Lens Crafters and the mall aware of the incident, but constantly got the runaround, being told that I could file the complaint on line, there was no phone number to call.

Unbeknownst to me, security was called, Mr. Mendoza. He spoke to me and seemed helpful at first. He then told me that an officer would come to take the report, Officer Ingram. I told him that I would walk to my car and return. I gave him my second cell phone number in case I missed him.

As I walked to the car, 3 officers approached me, Ingram asked "may I help you". I told him no, for I did not know that he was the one that Mendoza called. Ingram did not asked me if I needed help with my phone situation so I figured that I would wait until I returned to Mendoza. Immediately officer Ingram exerted his authority, through me against the wall, handcuffed me and threatened to arrest me if I said one word. As on lookers watched, he asked that at most I could shake my head as he asked questions, and if I said one word he would arrest me. Mendoza then said to me "You really *** up now", while Officer Jason told him he should not have said those words.

Ingram was very much in my face trying to provoke me to get arrested. I did not allow this to happen and was released.

I was told by Lens Crafters and by Mendoza that I could file a complaint and incident report and I wanted to. I still do. But, I was told by Ingram that there was no such complaint that I could file and that if I wanted to file a report with the police department nothing would happen, but I could try to do so on line.

I have never been so humiliated in my life. I am a black man. All parties involved were Latino or White. This felt really strange.

Additionally, Lens Crafter employees were very customer unfriendly. Particularly Brian, the manager on duty. He did not want to come to speak with me about this matter, though Brittany tried vigorously. He tried to bribe me by offering deep discounts on glasses for the humiliation. I told him that it would not erase the humiliation and he shouted to Mendoza, "take him away from my store". Michael, another Lens Crafters employees "freaked out" (according to Brittany as well) for some reason and became arrogant and argumentative with me about the matter, though he was marginally involved. He showed me his iPhone and argued that he had no reason to steal my phone, though I never accused him of stealing it. Ultimately, Michael called security. Brian then came out explaining that security was called to help me file a report. Little did I know they were called to harass and torment me.

I know that I had and used my phone in the Lens Crafter store. There was a total of 4 employees in the store (George, Brian, Michael, and Brittany), and one customer. There is a possibility that my phone was stolen by one of the employees and I wanted to report the incident. I was never able to report the incident, but am now sending this email to you, and will contact the SA Police Department.

Eventually, I did get the phone number of the Lens Crafters Regional Manager, Terry Garcia, from Brittany. I left a voice mail with her and 2 with North Star Mall management. I do believe that Brittany was trying to be helpful.

The fact the Lens Crafters staff, SAPD, and North Star Mall security was so demeaning and humiliating for someone who broke no laws, is something that you should seriously investigated, if North Star Mall management cares. If not, I have no doubt that everyone's absence of politeness will flare up into a more significant problem some day.

As for me, I never plan to go to your mall to shop (nor Lens Crafters) and fill out reports on this matter, post blogs, inform friends, management, media and authorities.

What a horrific experience! You really should investigate this matter and let me know how to go about filing a formal report and complaint.

Your prompt attention to this matter would be appreciated.

hahahAHAHhahahahHAHA sorry I laughed so hard. But yes there is not a law about having to have a bathroom. This is the funniest "complaint" ever

After the forth pair of lens they still can't get it right. Now they refuse to refund my money, they want to keep trying to get the lens right. 7 weeks 4th pair ! I think not.
I've worn glasses for 30 years and never have I had as poor of quality as from them.
I've never returned a pair of glasses ever in my life. These lens are crap. They even used (so they said) the best material they have.
Well they have poor techs working on them too, first 3 lens they gave me had scratches all over them. But they asked why I couldn't just wear them like that!
I told them the Purple Fringe was the worst I've ever seen, the head tech asked me what that was.
I told him I would expect someone in his position should know that.
(look it up on internet)

If you are doing your research and looking for quality... DO NOT GO TO LENSCRAFTERS !

I had the same experience in a Marshall's recently. And there was no bathroom close-by. UGH!

December 8, 2009

Dear Mr. William McManus, Mr. Mayor, and US Department of Justice:

I wanted to inform you of my decision not to pursue filing an SAPD Internal Affairs complaint. Coming to this conclusion was not easy for I assure you that the incident as I presented did occur. In spite of knowing the mall surveillance tapes would vindicate me, I still feel that the best decision at this time is to drop this matter.

Here are my reasons:

1. The SAPD Internal Affairs process is threatening and intimidating, i.e.:

• Sworn notarized SAPD-written statement required, and my already written statement not accepted
• Potential requirement to take a polygraph test
• Potential perjury exposure
• Only the complainant (me) is subjected to the above requirements, but not witnesses involved in the incident.

2. Lawyers, whose primary interest is making money off of my misfortune. I never had interest in filing suit against anyone. I have maintained that I was only interested in preventing the treatment that I experienced from happening to anyone else. I worked briefly with one attorney, Melaina Hood, who wanted to charge over $ 3000 just to sit in the Internal Affairs interview with me. ...this was not to file a suit...just to sit in the Internal Affairs interview.

3. Fear of retaliation. I have searched the net to find numerous stories of unethical, as well as questionable SAPD Officer's behavior and practices. This includes the very officer who was abusive to me. It is for this reason that I have posted my experience on the web to make it public knowledge. Similarly, I have found numerous complaints on North Star Mall and LensCrafters that seem to have gone nowhere.

4. I have informed the public of this. I have posted my experience to the web on various blogs. I have received support and feedback from others, including attorneys trying to encourage me to sue. Again, I am not interested in suing. I am only interested in civic responsibility.

5. Avoidance of stress. I came to realize that pursuing SAPD will be very stressful and could be damaging to my health.

6. No confidence. I don't feel that anything will ever be done to rectify my concerns. I now realize that the SAPD has had more significant police abuse complaints that go back to the 1960's and 1970's, many involving minorities. I believe that the federal government has had to intervene historically. There seems to be a very deep rooted problem with SAPD.

7. So far, no or marginal follow-through. I have written and called the mayor's office, the US Justice Department, the San Antonio City Council, and various other private and public agencies. I never expected anything miraculous to happen with regard to these communications, but do feel good that I put the story out there so that perhaps on the 1000th such complaint, someone will "get it". Again, the most responsive individuals have been attorneys interested in "a buck". I avoided them, though. I hopeful that LensCrafters and North Star Mall will respond with the results of their investigation, but will not hold my breath on this.

I want to make it unequivocally that I am telling the truth, and posed no threat verbally or otherwise to justify the treatment that I experience from SAPD, Lens Crafters, and North Star Mall.

God is my witness, as well as North Star Mall surveillance tapes. I was profiled by SAPD, North Star Mall security and LensCrafters. Unfortunate to each of you, I am not a criminal or thug, but instead a well educated and well travelled citizen.

However, I will not proceed with the SAPD Internal Affairs complaint for the process/system is too intimidating and all the odds seem to be stacked against an honest citizen who wants to make "bad things" good. This is unfortunate, but "it is what it is".

I have found some relief in the fact that I have voiced, documented, and publicized my concerns about North Star Mall, LensCrafters and SAPD.

In fact, this email to you will be published on the web, by the time you read it.

Warm Regards,

Kevin M. Vidal
[protected]

THE LAST TIME I WENT TO LENS CRAFTERS I HAD TO WAIT ALMOST 7 HOURS BEFORE MY GLASSES WERE READY.I tried them on and it seemed they were OK in the mall.When I drove out unto the road and tried to read signs farther away they were blurry.I turned around and returned them and got a refund and never went back again.I had dealt there 3 times before that and I was satisfied with the service.I always thought that the cost was a little higher than advertised but the service was OK.The last time I was there the doctor that I had dealt with was there but they had another person do the exam who seemed incompetent and was incompetent.But the almost all day wait for glasses that weren't right was too much

Also, why would their employees report abuse if your son had not mentioned the abuse? You either need to figure out why your son is lying to random people about you abusing him -- or stop abusing him and lying about it.

The optometrist's office at that particular LensCrafters is an independent business that rents space from LensCrafters. In the interest of directing your complaint to the proper people, you really ought to make it clear that you are complaining about Antoine Vision Care, not LensCrafters.

The reason they needed to put new lenses in the new frame is due to the misplacement of measurements. The optical center will be off (unless the frame is VERY similar in shape and measurements) and you may experience double vision, headaches, and blurry vision from not being fitted properly. While I agree that it is ridiculous that they charge you for new lenses, there is a reason behind the madness. In all honesty, a very patient and talented lab tech could probably shape the lenses down to fit your new frame but the time required for such workmanship is generally not cost effective for the company.

Wait -- I see now that even with the one-year from the date you picked them up, you were still outside the warranty.

I will always honor the warranty if you are just barely outside it, like in your case, for customer satisfaction reasons, but it is not required by company policy and she was under no obligation to do so.

LC should have replaced your frames at half cost without charging you for lenses, according to the warranty. The only exception to that is if the frames are discontinued. If your lenses are in good condition, they will comp that cost, but if they are broken or scratched badly as well, then they will charge you for lens replacement.

The one-year warranty is also valid from the date you pick them up, not from the order date. The optician you spoke to was wrong. I would call corporate or visit a different location and explain your situation.

this sounds like a company that wants to loose their customers and go out of business if they keep this up . i have shopped with this company. they did sell me lenses and one complete pair of second frames and lenses...the first lenses ws placed into my frames i was wearing . i was happy with it all but i did pay a lot of money. i usually go to eyemasters but they put plastic lenses in and i paid for polycarbonite ' i would just tell them to redo it .
bbb should hear about this kind of abuse.

So an associate "with an earring in each ear" greeted you and seemed intent on listening to your issue and you wanted to make a scene about it? You didn't describe any behavior that would be completely disrespectful, other than getting closer than other people do to you. I don't know if you're eluding to the sexual orientation or any thing else of that nature that may relate to him having "an earring in each ear", but you should probably wake up and join the 21st century. Also, make sure not to miss any of your Klan meetings.

I wanted a deal that was 2 for 1, and would have paid for them. Except that the frames I selected that was the most expensive, ($142.00), were said to be to small for an invisible bifocal, and the lens had to be either for reading or distance. I asked, "how can you make me pay for an eye exam, ($79), when Medical would allow you to bill them for the exam, and, how is it that I can only have them prepared for me to see at a distance, but not be able to read with them? I mean, what is the problem with this? Does any one else see that there is a problem with their explanation? As for the other pair of frames, which were acutually sunglasses, Lens Crafters wanted me to keep them dark, by the wider vision of the bifocal because the standard vision was not in stock. The sales clerk thought that it would be better for me to pay the extra money to keep from haveing to wait two weeks for the "standard vision". I have 90 days to get some answers to some very perplexing and suspect sales techniques that I have witnessed at Lens Crafters. MLC. 5/13/2012

It sounds like you are quite rough on your glasses. I would suggest a polycarbonate lens for you, because they are impact resistant. I would also take note of the previous comment. It is true about cleaning your lenses.

What are you cleaning your glasses with? If you got a crack after a year, it's either because you dropped, smashed, sat on them etc., or you're cleaning them with alcohol, Windex, or something else harsh. Manufacturing cracks will appear before 60 days.

Also, Lenscrafters uses lenses that many other companies use as well. They buy them from vendors -- they do not manufacture the lenses themselves.

Hammed3 is correct, it sounds like you purchased Reactint lenses and they have been notorious for delaminating (top layer detracting from the surface of the lens). Lenscrafters has acknowledged this problem and will replace the lenses free of charge. This is nothing that Lenscrafters is doing, but the manufacturer of the Reactint lens. Perhaps you should talk to a manager, as the associate you spoke to may not have known about this epidemic. They will replace them with newer reactint lenses without the defect.

She's getting hairspray, or glass cleaner, or another chemical on the lens. The lenses are not made in Lenscrafters labs, either. I can't comment on the attitudes of the sales people, but I will say, pay a little extra for the Transitions brand instead of the Reactint.

Umm, hello? Isn't it YOUR responsibility to find out who is a direct provider for your insurance? LensCrafters has thousands of customers, they can possibly know who and what each insurance covers. People should take a little more responsibility for their own benefits. I wouldn't expect my primary care doctor to do the leg work in finding out where I can go for covered services. You know that packet of info your company sends about your benefits? TRY READING IT!

1. Lenscrafters DOES accept insurance. It is not lenscrafters fault they do not accept YOUR insurance.

2. Oakley is NOT a LensCrafter's brand. Lenscrafter's (along with many other eyeglass places) is licensed to sell them. They are very expensive glasses and Oakley is very particular about them.

3. The fact they could not put your rx into the frames is not "bull." Depending upon the prescription there are specific guide lines of what will work in wrapped frames. The big curve of the frame changes the prescription of the lenses. You should probably do a little research. You are not an optometrist thus do not have the knowledge or experiance to make this sort of accusation.

4. They fit the frames to your face when you pick them up. And they are more than happy to do any further adjustments ANYTIME even if you did not buy your glasses from LensCrafters.

5. It sounds like seaview accepts YOUR insurance, so that is the ONLY reason why it would probably benefit YOU more to get your glasses from there.

6. Also Lenscrafters has a 1-hour service for MOST of their lenses, but if you get the genuine OAKLEY lenses they HAVE to be shipped directly to OAKLEY.

Definition of bait and switch:
A deceptive method of selling, by which customers, attracted to a store by sale items, are told either that the advertised bargain item is out of stock or is inferior to a higher-priced item that is available

I work for Transitions Optical and wanted to comment on Amy’s note above. Although some retailers, like LensCrafters, sell their own private brand of photochromic lenses as well as Transitions lenses, Wal-Mart is not one of those retailers. Wal-Mart only sells authentic Transitions lenses. When purchasing Transitions lenses from any retailer or independent eye care professional be sure you get Transitions lenses by asking for your lenses’ unique Certificate of Authenticity card. You can then visit www.transitions.com and register your new lenses. Please visit us online or contact us for additional information.

I just wanted to let you know that 1.75 lenses are not basic lenses at all. Also, Walmart does not actually sell REAL transition lenses. They are an off brand that does not change nearly as well. It does not get as dark and it does not change as fast. As far as cost for a retailer, transition lenses cost like 25x more than the traditional lens. That clearly means it is NOT basic.

You say you have a law degree, so you should know that there are a myriad of reasons that could cause a red eye. And yes, the majority of red eyes from contact lens wearers are caused by overwear or lens incompatibility.
But do you not understand that doctors of optometry are the professionals that diagnose and treat primary ocular conditions and disease processes that can be associated with contact lens wear? Do you not understand that contact lenses are medical devices regulated by the FDA to protect patients from hurting themselves; therefore, annual eye examinations are required to ensure patient safety and compliance.
Let's say the contact lens IS to blame: too tight or too loose-fitting, too steep or too flat the base curve. Ok, then that is easy. Your optometrist can change the parameters/lenses and refit you in another of the thousands of brands that are out there.
But what happens if you had developed an infection that spread to both eyes and necessitated medical treatment? Do you not understand that therapeutic prescriptions (topical or oral) require a doctor's evaluation and treatment plan? Would you know which eye drops to use? Or do you realize that topical antibiotics are NOT available over the counter?
You lament about paying $30 to have your eyes checked. Do you know how many patients are uninsured in this country?
Let's say you had a corneal ulcer, or infiltrative keratitis, secondary to contact lens wear. You blame the contact lenses for "burning" your eyes. Do you realize that changing to another brand does NOT eradicate these conditions? That the standard of care for these serious, potentially vision-threatening conditions is to DISCONTINUE all contact lens wear, and treat appropriately with topical and/or oral medications?
Or let's say you just "happen" to get new contact lenses and are very sure the lenses are causing the eye pain/irritation/burning. And then you ask the doctor to give you new lenses or switch brands, which in actuality, you have something like a viral (herpetic) or fungal infection that requires very serious treatment. Hmm, brand new, even the fanciest of contact lenses won't fix that...
I know you don't have a medical background, but come on here. Let's realize that these are medical devices regulated by the FDA, and NO DOCTOR will try to voluntarily cause you pain by prescribing contact lenses that are intended to hurt you.
You claim the "trial period" had not expired. If the doctor wrote you the prescription, then when do you think the trial period would cease? Or perhaps you don't WANT it to end because you figure, these are 14 day lenses (2 weeks) and you're supposed to replace them every two weeks as instructed. Perhaps they were burning because you were supposed to order a supply with the prescription, and follow the recommended wearing schedule of 2 weeks per each pair of lenses (usually they come 6 to a box).
If you were at the end of the 14 days (the intended lifespan of the original "trial pair" of lenses), then of course they will burn! They're only designed to last two weeks!
Instead of having a nice dialogue with your doctor, of asking to be refit in a more comfortable lens, you marched into a professional office demanding to be seen and to not have to pay because you feel you're still within the "trial period."
Hmm, let's see. If a doctor prescribes blood pressure medication for a patient, and instructs the patient to take it twice a day for 2 weeks, and follow up in two weeks for re-evaluation, do you think that patient is charged again an office visit on the followup?
OF COURSE IT'S CHARGED!

I agree with both of you. It probably was from leaving them in the car, but I would replace them one time only if they did not know this!

True, Calla, but sometimes stress fractures can show up after the fact. Also, I question whether Rastus was told about leaving them in his car since he was so upfront about that information. If I were that LC location, I would have made a one-time replacement for him. There's no sense in losing his business for life. Give him the pickle!

Depending on the lens material, you're not supposed to leave most eyeglasses in the car because excessive heat will cause most lenses to expand/contract which will cause stress cracks.