LensCrafters customer service reviews

Read the reviews below to see the experience other people have had when dealing with customer service from LensCrafters.

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29
May

Posted by kyle


on 5/29/21 at 6:31PM

i would like to file a complaint as soon as possible i was treated very badly today. i went to exchange my damaged glasses because i paid for protection plan, the first store i went to in Palmdale, CA told i was not in the system i found that very strange, i thought whatever ill just go to the store i bought them from although when i bought my glasses i was told that i can use my protection plan at any store in the United States.... any how; i headed to the lenscrafters store in Lancaster CA. when i got there i thought everything was fine; i did not think i would have to make sure i was being given the correct glasses i assumed everything would be ok especially after they couldn't figure out how to fix the price they gave it to me cheaper. later in the day i realized that i was given the wrong glasses. i called them and tried to explain that i was given the wrong glasses, the person i spoke with was very defensive and did not want to listen to what i had to say. i said hey i have the receipt ill just head to the store. i got there and waited 5-10 minutes and thought i would be getting the brand new replacement glasses. i got home and realized that they were the same glasses i dropped off that were damaged only slightly repaired. i called the store and they told me the glasses i dropped are at the store which was a complete lie. i have video evidence and would appreciate and explanation at the very least

29
Jul

Posted by Kurt Veillon


on 7/29/19 at 9:32AM

A week ago 7/22/19 I ordered 3 sets of glasses 1-safety glasses, 1-sun glasses and 1-everyday set all bifocals. Was notified order was in so Sunday 7/28/19 I arrived to be fitted and pickup my order.



The order was completely wrong. Two sets of safety glasses were received. The sunglasses were the wrong frames and I'm not positive the script in the one set of safety glasses are correct.



I spent over $800 not counting what insurance covers. Miranda the acting manager and Victor the general manager were and are aware of situation. No apologies were issued no sorry just " oh yeah no problem we'll reorder the correct frames and lenses and they will be in 7 days or so.



Really is this how issues are handled and customers are treated? I asked for and currently waiting on $621 refund. Is this how Lens Crafters represents itself?



This was the store in the Corpus Christi Mall. I'm from Louisiana and work pretty much 7 days a week. I have to take off to conduct any business at a cost to me. The situation was handled extremely poorly very oh ok whatever. Wow I was completely taken back of how the acting manager who was waiting on me handled everything. Maranda told me that she had to notify Victor to make him of the $620 refund. No phone call or apologizes.



Completely dissatisfied

22
Jun

Posted by Anonymous


on 6/22/18 at 6:21PM

I visited LensCrafters at Cielo Vista mall in El Paso, Texas. I was picking up an order and the worker was very hostile with me. I felt very threatened as she grabbed the receipt out of my hand and shouted at me. She was very belligerent with me and treated me very badly. I paid good money for these glasses and no customer should be treated this way. This type of business brings bad reputation and I wanted to let you know how people are being treated at this establishment.

09
Mar

Posted by Leatella14


on 3/9/17 at 7:45AM

Terrible experience with Lense Crafters in Orlando, Florida, at the Loop. Too many young people work there that do not know what they are doing. After four visits (4 weekends wasted), I cancelled my order of two pairs of glasses and received a refund. I have been going to this store for many years and this was just a horrible experience. They have lost our business.

15
Aug

Posted by Jamie


on 8/15/16 at 10:38AM

This is the 10 time since purchase to have a screw put back in .. my glasses in less than two months old .. I mostly come at night and the Manger said she has never seen me.. I informed her again this is the 10 time .. the other manager came out from the back that has helped me mutibile times. I asked her to inform the manager that I have been here multiple times in the last month-and-a-half. She informed me that she did .. so the first manager did not believe me very upsetting. I paid for my glasses $187 with private insurance I should not be treated this way at all. I'm very upset over the comments today and that I have to come back 10 m time with last 6 weeks

08
Aug

Posted by CAROLANN


on 8/8/16 at 12:00PM

I went in for a glasses and contact lens eye exam on Friday. The Dr sent me home with a trial pair of contact lenses and I ordered a pair of progressive glasses. I kept noticing that my right eye was blurry so I tried all the normal things - cleaned the contact lens, made sure it was in correctly, etc. I looked up my past several years eye exams and compared it to my new prescription. On my new prescription I noticed what must have been a typo because everything besides the BC was correct. My BC in my right eye is much different than my left eye, but on my new rx it was listed as the same. I immediately called the store and asked to come in for a rx check. I went in on Saturday and the dr basically brushed me off and acted like it was no big deal. I was offended because blurry vision is a big deal. In addition, I told her that I had ordered glasses and wanted to make sure that it was noted before they got made so that they would be corrected. The dr told me it was too late and that the order had already been sent off to the lab, but I have 30 days once they come in to change them if I am not happy with them. I informed her I had just ordered them the day before, and spent $600 in the store and expected my glasses to be right the first time, not have to send them back, especially when I caught the error the very next day. She changed my contact lens rx, but not my glasses rx and told me it was too late, that I would just have to wait until they came in and then send them back?!?! This is ridiculous! I may just ask for a total and full refund and go somewhere else, somewhere that actually cares about their customers vision and eye health. Wearing incorrect contacts and glasses can damage your eyes and cause strain, dryness, and other potentially long term problems.

05
Jan

Posted by Em


on 1/5/16 at 8:37PM

I've been going to Lens Craft in Jackson,Tn. for many years. I love everybody BUT I have a complaint about you guys.. I get special offer ever so often about eye glass discounts 50% off bifocals lenses. NEVER - it is Never off trifocal lens. I wear trifocals.. I'm sure alot of other people do too. So would you please have a sale ever so often for trifocals.. thank you msemily

02
Jan

Posted by Kathy


on 1/2/16 at 6:19PM

Your store in Peachtree city ga is the worst.We were fraudulently charged to our insurance and when I called store on 12/25 to fix the problem Ashley was very rude and claimed she didn't know store managers name.When I asked her to look up our account she kept saying it's 30 min to store closing and she hung up on us.I didn't know it was lens rafters policy to rob veterans....

10
Nov

Posted by Trocmil


on 11/10/15 at 1:51AM

I'd like to bring to LensCrafters attention about a TERRIBLE experience I had while picking up my Sunglasses at your Store in the Washington Square Mall. Currently, I do not have the time to go into detail

25
Aug

Posted by Anonymous


on 8/25/15 at 1:21PM

I got my classes at your store in Visalia this is the 6th time and they scratched with in a week but by time I could get back they said to much time went by so I'm sorry to say but I'll go elsewhere from now on and that's to bad

23
Jan

Posted by Anonymous


on 1/23/15 at 7:51AM

My name is Melanie Martin , I ordered glasses with your company 1/5/15. I was told it would tak 10 days. Yesterday was day 17. Every time I call I am told we wi call you when they come in. I came to lens crafters because y'all are suppose to be fast! My husband purchased glasses in September or October with y'all and it took a month for his, but I thought that that was just a one time thing and desided to give y'all another try. I was very satisfied with the Lady that helped me pick my glasses but I don't know if my family will contiue to use you!

10
Nov

Posted by KSUY


on 11/10/14 at 11:28AM

My name Is Alice Jordan, I called Lencrafters today In Macon Georgia, on Riverside Dr. When the young lady answered the phone, I asked if I could speak with Denise the associate that assisted me on my prescription last week; this was my very first visit with Lencraters, and very first time ever having to purchase glasses. The lady that answered the phone stated that Denise was busy, so I asked her; maybe you could assist m call? So when I began to ask my questions, which was If I purchase a frame similar to the one that I picked out for the lenses that was being made, is it possible, that I could come in and purchase something similar that would fit the my prescriptions, and pay the difference on the that frame, but get something that I'm pleased with.

She was very rude; her reply was in an angry voice, Ã?Æ?Ã?¢Ã?¯Ã?¿Ã?½Ã?¯Ã?¿Ã?½ThatÃ?Æ?Ã?¢Ã?¯Ã?¿Ã?½Ã?¯Ã?¿Ã?½s why we want you to pick out what you like when you come in. The tones that the manager took with me over the phone convince me to never purchase glasses from Lencrafters.

I stated Maybe I should just cancel my order, she hung the phone while I was talking, I am very disappointed and upset with the service I received today. I called back and spoke with Sam, he stated ½that he did not know who I spoke with; I explained to him that it was a Caucasian lady. I asked if I could speak with the manager. He stated that he would give the message to Denise. When I finally spoke with Denise she stated that it was the manager that hung up the phone while I was speaking with her. Im spending over $533.00 for glasses and to be handled like I by the manager of the store In Macon Georgia, Is just not acceptable!!!!

07
Nov

Posted by sk


on 11/7/14 at 12:07PM

Very bad services at Oakbrook, IL store. It took few visits to the store, until they managed to install lenses to the frame. After first attempt to install lenses, they were suppose to order new ones. I waited for a month to call me back, to let me know that they received another pair of lenses, but they never did. When I finally called the store, came to find out that they never ordered replacements. Then I had to wait again. Now, when they finally installed lenses, one of the fell out, and they are refusing to fix it. Michele, store rep, is telling me I have to get new prescription.

03
Oct

Posted by havana50


on 10/3/14 at 7:00AM

Treatment received by manager, and staff at Sarasota Square, Westfield Shopping Center, Sarasota, FL was the worst I had ever received.
I entered the store about 4:30 p.m. on October 2, 2014 and was asked, by a woman, how I could be helped. I was explaining to the woman why I was in the store and an employee interrupted my conversation to inform the woman I thought was helping me that a doctor was on the phone for her. The woman offering to help me walked away and answered the telephone. After spending some time on the phone she hung up and began using the computer. I stated "You asked how you could help me and I've been ignored since", she responded "I had a phone call from a doctor", I stated "so what, you could have excused yourself", to which she replied "I'll be with you in five minutes" in a voice a mother would use when speaking to a child, or, as I witnessed while waiting for someone to help me, the same voice she uses with employees of the store. The woman who initially interrupted my explanation of what I needed came over to assist me. After spending an hour with the worker I was informed the lens would be available in seven to ten days. I asked why as lenscrafters advertises glasses in about an hour. I was informed the lens needed to be ordered. This was AFTER the helper phoned the lab and asked if the lens needed was in stock. I mentioned her contacting the lab and she informed me the lab personnel told her the lens needed to be ordered. I asked why she would not have told me sooner the lens was not available, to which there was no response. I departed the store at that time.
It appeared to me the lack of customer service at that store is due to the lousy attitude and behavior of the manager.
Attempting to contact executive offices has been an experience just as impossible as the experience received within a lenscrafters store.

31
Mar

Posted by Banbridge


on 3/31/14 at 7:53PM

I went into the store tonight in Parkway place mall and there was only one lady working out front in the store. She was rude and made me feel like she could care less if I made a purchase or not. Another girl came out from the lab and was able to help me but seems to me front office staff should know how to treat their customers. I isn't that their job?

13
Oct

Posted by jackpwilson


on 10/13/13 at 3:39PM

To Maribel Esquivel, Maricela Alvarez, and Lens Crafter at large

I am writing to you as an extremely disappointed and frustrated Lens Crafters customer regarding my poor customer service experience. I just spoke with David at your Huntington Beach location and asked for both your emails so I could email you personally, but he stated you both did not have emails (hard for me to believe), but this is why I am resorting to Yelp.

On 9/26/13, I came to your Huntington Beach branch and purchased new lenses at $288.99 from your store associate Malinda. This was the first time I had been to your location. My reason for choosing Lens Crafters was based on my first experience with the company approximately 7 years ago at your Montclair, CA, location where I purchased reading glasses and lenses and had NO issues with that pair over the course of 7 years. For your understanding, I had had an free eye exam at my health care provider on 9/26 and needed a new prescription, so I chose to purchase lenses from you based on my 7 years as a happy customer and your same-day, new lenses offer. To further note, over 7 years I’ve had adjustments at several Lens Crafter locations and NEVER had any issues.

When I came to your location, I purchased the new lenses from Malinda ( To note, she was great and very sweet!). I even asked Malinda “Do you think my glasses will be okay?” as I understood your company isn’t liable for the frames breaking if new lenses are put in. Her response was “I think they’ll be okay because they are plastic frames.” I trusted her assessment.

I came back about an hour later to pick up my glasses. When I returned your store was completely understaffed and one of your female associates had to yell from her desk and ask a male associate to bring out my glasses. This man walked back and forth from a couple different rooms and finally emerged with my glasses and handed them to me. There was no mirror at the counter NOR was there an offer to have me take a look at whether or not my glasses were aligned. I had to ask him, “How do they look?” to which he said nothing and Malinda, who was with another customer, called out “they look great” so I left your location unassuming of any issues. However, when I get home, the glasses were crooked and drooping to the left.

I returned to your store a few days later (perhaps 10/1) to have the glasses aligned. The same female associated who had to yell from her desk a few days prior to have my glasses brought out was the one to help me. She took my glasses, attempted to straighten them, but they were not straightened. She was very adamant that they looked fine, but they were still crooked. Ultimately, she had to have Auto from the back of the store come and help me. To note, you had engineering issues going on and had me sitting next to a man on a later who had the ceiling tile removed and was fixing something. NOT safe NOR very professional to have this going on during business hours and to have a customer sitting so close. Finally, Auto was able to straighten the glasses, or so I thought.

By the next day, the glasses were again crooked; they had started drooping to the left. At this point, I was becoming frustrated and didn’t have the time to go back in so I let a few days pass....

On 10/8 at 4:01am, I receive a generic email from Lens Crafters stating “We hope you are enjoying your new glasses ... if you have any questions, please do not hesitate to contact us. And remember, every purchase includes lifetime free cleanings and adjustments. We hope to see you again...” Nice email, but it would have been better if it were from from the store associates who actually helped, but I guess they didn’t care OR they didn’t have the time as they may have been understaffed AGAIN to follow up thoroughly... NOT very personalized NOR professional customer service....

On 10/8 at 8:57am, I responded to the email stating “I will come in today for an adjustment. My glasses are still drooping to the left.”

On 10/8 at 11:39, I receive an email from “Butch” stating “It would seem that an adjustment may be necessary in order to solve your problem...”

On 10/8, I returned to the store and was again assisted by Malinda who adjusted the glasses till they were straightened. No construction going on this time... seems like things go better when Malinda is working

BY THIS POINT, IT WAS MY THIRD TIME COMING BACK TO THE HUNTINGTON BEACH LOCATION. WHAT SHOULD HAVE TAKEN AN HOUR TO DO NOW SPANNED OVER 12 DAYS.

On 10/9, I went to put on my glasses and the left arm fell off.

On 10/13 at approximately 12:30pm, I returned to your store for the FOURTH time to have my glasses fixed. Joann first assisted me by telling me there was nothing she could do because my glasses weren’t covered under warranty. I asked to speak with the store manager, but Joann stated she was not in. Maricela Alvarez, the licensed sales supervisor, spoke with me and told me there was nothing she could do based on the fact that my glasses weren’t covered under warranty. She suggested that she could look around for another frame for me to purchase at a 50% discount, but when I said I wanted the same or similar frames to my glasses, she said she wouldn’t be able to find my glasses because the product number on the inside of the arms was worn off (Of course it’s worn off; the glasses are 7 years old and have been worn WITHOUT any issues over that span of time!). Furthermore, it is inaccurate that a national company of your caliber doesn’t have the capability to reach out your vendors with a a description, picture, phone call, email, etc. to locate this specific pair of glasses or something similar. This was pure NEGLECT and lack of initiative to help. I asked for the store manager’s phone number and left the store, as I wasn’t receiving any quality help.

I called Maribel’s phone number on her business card and it is the general store number and Joann, the same lady who was helping me answers the phone. Don’t you think if I asked for the store manager’s phone number that I would want her direct number? OR if she isn’t going to be in that day, to let me know when she will be in and available? Again, another disappointment in customer service. I asked for corporate’s phone number.

On 10/13 at 1:03pm, I called corporate and had a 16 minute phone call with a female associate who assured me that the manger of the Huntington Beach location would contact me within three days. I look forward to hearing from the manager within that time frame if not earlier.

I am extremely disappointed and disheartened with my choice to do business with the Huntington Beach Lens Crafters. I am asking you to please provide me, at no cost, replacement frames of the same style or something similar. I am asking you to look past your policy, and understand my plight as a customer of yours for 7 years, and to focus on doing what is right by the customer. I have trusted in your brand and your ethical business practices, but am very unimpressed at your company’s inability to provide professional service, personalized follow up, and your complete NEGLECT to properly handle my lens replacement, thus leading to they breaking of my glasses even after I continued to express my concerns as there continuous need for adjustment. What could have been handled properly was not. Please don’t ask me to pay another $200 - $300 for frames that were purchased from your company, functioned perfectly fine for 7 years, but were mishandled by your Huntington Beach team. PLEASE ADVISE.

16
Aug

Posted by gidyupgo


on 8/16/13 at 12:39PM

This is concerning Store Lincoln NE. I have bought two pair for glasses from this store and I feel like an idiot. I thought that the mistakes made on my first pair of glasses would not be repeated again, how wrong I was. They call you to come and get your glasses they are ready, then when you arrive they say that your glasses are not ready there was an error(missing a coating or two) it will take at least 7-10 working days. Then you find out it will be a little longer. Then my second pair I was called and when I put the glasses on I could barely see. Upon asking a few questions the glasses were made wrong, he had my script in his hands looking at the script and then the glasses he knew the glasses were wrong and then proceeded the song and dance saying it would be 7-10 working days.

When the glasses came in and I started to complain the lady started out "did I give them the right script" as if, then with out a breath she continued they must have written it down wrong" I started to tell her what happened and she cut me off saying"well the glasses are here now so we won't worry about what happened. That made me furious.I will have to think real hard about going there again or telling anyone to go there!!!!

09
May

Posted by Susan


on 5/9/13 at 12:32PM

The worst service ever! The can never find anything, never contact you informing you that your contacts are on back order. You always need to contact them. I have leaned a lesson not to recommend them or go back there!

22
Jan

Posted by Andrea Grier


on 1/22/13 at 11:07AM

I am very unhappy with Lens Crafters in Harper Woods, Michigan . I took my daughter in there on 1-11-13 . After exam and she picked her glasses . They checked my insurance first to find out what coverag I had , which was no problem . The problem first began with , I had to paid in full before her glasses could even get started . Most eye places will let you pay half to place order and the other hald when you pick up the glasses . I know this because I have been several eye places that do that . I was told they would be rushed due to poor vision she has . I called almost everyday checking to see if glasses where in . Some of the sales people where very short , maybe because I was calling so much . Then today I called and was tols I was on the list to be called . Her lens broke in the lab , now it will take even longer to get this glasses . This is not how a large company like Lens Crafters should treat customers . I was going to pay for extra insurance for her glasses , but I will not give another penny to Lens Crafters . I also was going to make appointment to get my eyes checked and purchase new glasses .The doctor was not even friendly , nor did she even go over her exam , only briefly .MY DAUGHTER EYES ARE NOT GOOD .THE DOCTOR SHOULD HAVE BEEN MORE DETAIL . AND ALSO SHE SHOULD HAVE SPOKE WITH ME IN PRIVATE . SHE CAME IN THE WAITHING ROOM AND SAID , MY DAUGHTER NEEDS TO WEAR HER GLASSES ALL THE TIME . WHICH I ALREADY NEW THAT . But I WILL NEVER GO TO ANY LENS CRAFTERS . I WISH I WOULD HAVE NEVER BROUGHT MY DAUGHTER TO LENS CRAFTERS .IF I WOULD WOULD HAVE TAKEN ANYWHERE ELSE SHE HAVE HAD HER GLASSES BY NOW .THIS IS UNEXCETABLE !!!!!. I AM VERY , VERY UPSET AND UNHAPPY . I GIVE LENS CRAFTERS NO STARS . I WILL NEVER RECOMMEND LENS CRAFTERS TO ANYONE !!!!!!!!!!! ANDREA GRIER

16
May

Posted by Annie Harrison


on 5/16/12 at 12:07PM

I hade my eyes exaime at store #58 on 5/5/12 receipt number 614997188. I'm was unhappy to know that you do not except Federal Blue Cross/BlueShield Insurance for the Dr. to exaime my eyes. But the Dr. was excellent and his staff. Now on the other hand Len Crafter staff very unprofessional. The one person (worker)I sit and watch that had and was doing an excellent job was Britney. I ask her when she finish her customers will she please help me. She did. I was very please with her customer services. I received a called on 5/12/12 around 1:00pm-1:15pm that my glasses was ready to be pick up. I went only two people waiting on customers and it was very busy around 2:00-2:30pm. I ask one of the Ladies that was working there do we sign the book, she said yes! I waited for my name to be called, no one went to the book once the other lady finish with her customer she look at the person that came after me and ask him did he need help. Then I ask her do you go by the sign in sheet, she said yes. But never did. so I waited until the other lady finish with her customer and ask her could she help me.She did went got my glass didn't really see did they fix give me something to read and walked away and was talking to other people at the same time. Now i told her that after I put the glasses on I still couldn't see that well. She said it could be that my other glasses was so old. How ever I'm still having this problem, yes I will be taking them back. And will not referral no one there. Very poor customer services.

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