LensCrafters review: Lens replacement

I placed an order for lens fitting service at LensCrafters in South Coast Plaza on 11/17/2023 and handed over my Cartier frame to the store. The staff assured me they would call me once the glasses were ready. However, I never received any notification. On 12/28/2023, I called to inquire about the status and was informed that my order was canceled due to the high prescription strength of the lenses. They mentioned they were waiting for a response from the lab, but the details were unclear.

I requested prompt updates and expressed my desire to retrieve my frame to get glasses elsewhere. Despite contacting them again on 1/3/2024, I received no notification. The staff's responses remained vague, failing to clarify the cancellation reasons or the status of my frame. They insisted on waiting for further information.

On 1/5/2024, I called again, and Rita, the person in charge, processed a refund. I emphasized the two-month wait without being informed of the order cancellation and requested the swift return of my frame to avoid further delays. Rita assured me she would contact her manager and the lab for an update.

As of 1/17/2024, LensCrafters had not provided any proactive notifications. Upon my inquiry, I learned that Rita was on vacation, and my frame's whereabouts were unknown, with the staff lacking the authority to assist. My only option was to wait. I requested to speak with higher management, but they claimed not to know.

The entire experience has been extremely unsatisfactory, with the staff displaying a lack of professionalism and a failure to address and resolve customer issues. This behavior appears to be a blatant disregard for customers, and I feel deceived as a consumer.