LensCrafters
Reviews and Complaints

DO NOT BUY FROM LENSCRAFTERS. In October 2023 I purchased glasses at Lenscrafters in Great Lakes Mall at a retail cost of $886. On May 24, 2024, I went to the store to complain that my left lens had three marks on it, and it was also starting on the right lens. The salesperson Katherine asked if I had any animals because they looked like teeth marks. I do not have animals, never dropped my glasses and live a very sedentary life. She absolutely refused to do anything to repair the glasses stating that I did not purchase a protection plan. My glasses are made with polycarbonate which is more impact resistant. Lenscrafters uses cheap material and if any damage occurs, they refuse to do anything to repair the glasses. My last glasses were seven years old and there are no scratches on them. I resent the attitude of the salesperson Katharine who treated me with a smirk and dismissed me. I am an elderly person and should be treated with respect, especially since my glasses cost $886. It’s not right that after seven months I have to buy another pair of glasses.

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Went to the LensCrafters at Arizona Mills mall cause I was in need of some new nose pads for my shades. The folks working there were real polite and on the ball, they found the right pads and fixed them onto my sunglasses quick. When I inquired about how much I owed, they told me it was on the house, which was a pleasant surprise since I don't even buy my prescription glasses from them. The staff was super kind and I'm thankful for the help they gave me. Definetly would suggest checking this place out if you need anything for your glasses.

So I was in the market for some new glasses and decided to check out LensCrafters. Honestly, I was pretty shocked at how expensive everything was. Even with their frames and lenses, you can definitely find the same stuff cheaper at other places. They told me that my lenses would cost a ton, even after they slapped on a 40% discount. That just tells me they're inflating their prices so much that even with a discount, you're still paying way more than you should. It's like they mark up the lenses by at least 50% to make the discount seem good, but it's really not.

And don't get me started on the frames. They were charging like 200 bucks for frames that I've seen at other stores for maybe 65 dollars, and that's when they're not even on sale. They seriously need to rethink their pricing strategy. I mean, how do they even stay in business with prices like that? Doesn't anyone compare prices anymore?

All in all, the whole trip was a letdown and I'm pretty sure I won't be going back to LensCrafters. Just wasn't worth it.

Most eyeglass stores you walk into are actually owned by the same big company and the prices are way higher than they should be, just do a bit of research and you'll see what I'm talking about. So I'm kinda hesitant to even complain about LensCrafters cause it feels like it won't make a difference. But here goes nothing...

LensCrafters keeps going on about their new Clarifye digital eye exam, saying it's gonna change the game and get rid of the whole "1 or 2, 2 or 3" thing. So I go on their website, lenscrafters.com, and I book an appointment with an eye doctor they recommended. Turns out, this doc doesn't even have the fancy equipment. If I wanted that, I'd have to go somewhere else. And here's the kicker – this new tech they're hyping up? It doesn't really change the exam. Instead of the doc flipping lenses by hand, they're pressing a button and the machine does it for them. But you're still sitting there picking between "1 or 2, 2 or 3"!

Honestly, I would've just walked out right then and there, but my wife was with me so I stuck it out. But that's it for me and LensCrafters. They're not straight up with their customers.

So I bought a $500 gift certificate from LensCrafters and mailed it to a friend, but turns out she moved and it got lost in the mail. Their policy is super strict, you gotta have the actual gift certificate to use it, not just the receipt from when you bought it. They make sure to tell you this when you're buying it, so now it's just gone. I've been on the phone with them a bunch of times and they always say they'll call back, but guess what? They don't. I even went to the store myself and all I got was "We're waiting on a response from the manager or corporate."

I mean, I'll give them this, they do have quality lenses. I always pick up top-notch progressive Oakleys from them. But with the gift certificate issue, if it gets lost, you're out of luck and you'll waste so much time trying to sort it out. Looks like I might even have to take this to small claims court, which is just more time and money down the drain. What a hassle, definitely not doing that again.

The general manager, Mike Lozada, wasn't much help either. He was like, "I don't know if we can cancel the gift cert order number, but we're looking into it." Basically, that means I'm gonna have to keep pushing and fighting to get this resolved. I'm just so tired of having to call and visit the store over and over. I have the email receipt of the purchase, but their stance is clear: "You need the actual gift certificate paper, not the receipt."

I really hate to make a fuss, but my time is worth something. I'm never buying a gift certificate from LensCrafters again. Other places would be like, "You got the receipt? No problem, we'll refund you or issue a new gift certificate." But LensCrafters? Totally different story!

I was told after picking out my frame and running what my insurance will cover that my total would be $39 dollars. My husband told the young man Herbert that he would come in the following day to pay the $39 and was told now we owed $63 on taxes for my order PLUS the sales tax charge to my insurance! I have never had to pay a tax for my insurance too. I have FEPBlue Cross blue shield.

I was told by sales rep that this is very common. If it's common then I would not be surprised.

I went to the LensCrafters on Ming Ave in Bakersfield and man, the vibe was off. The staff there, they just had this way about them that felt kinda rude. It wasn't what I was expecting at all, and it definitely wasn't a good look for them.

So I went to LensCrafters at Market Mall in Calgary cause they said I could get my glasses in about a week. Well, that week turned into "maybe next week" and then they told me "they're being shipped today". Next thing I know, they're like "they're on the truck and should be here by next Tuesday... possibly". But nope, they weren't. Then they're all "for sure in today's delivery" and then it's "or maybe tomorrow". They kept saying "we'll call you as soon as they arrive". Gotta say though, their one hour service is something else, huh.

I am writing to you because of the misleading information that your company lenscrafters are providing for it's customers. I had a appointment at 110 mall circle,ste.2001 waldorf md 20603 on august 21.2023 @6:20pm. I was told by staff that i had to have a eye exam before i can get a contact exam and i stated that i only want contacts not glasses after the exam i was presented with a additional bill for $76.50 for contact lens eval knowing that my insurance will only paid for a eye exam or contact lens exam not both the staff also stated that toric didn't standard contact lens.I wouldn't have made a appointment with lenscrafters optometrist if i knew you policy is to mislead your customers . Willie jenkins [protected]

Date 6/6 2023

Store location 1411 South Power Road, Suite 102 Mesa, AZ

I needed a new contact prescription and I called before hand because I do not have insurance. I needed to know the cost to budget before scheduling. I had been a patient for years but in 2022 I went to another eye care specialist.

I gave the person in charge of scheduling all of my information and he found me in your system. He said a contact eye exam without insurance would cost me $100. That was a little high for me since I'm on a limited budget but I scheduled that day. I cleaning up and drove 10 miles to the location. When checking in everything was fine until he said he made a mistake and since I had not had a exam there since 2021 it would cost me $180. I do not have that kind of money! He said sorry we can't see you then. I would not have even scheduled had he told me $180 on the phone. He wasn't nice about it when I asked to speak to his manager. He said the name was DeAndre and he would call me. I called another location to see if DeAndre was there and they took my name and said he would call me. No one has called me. I no longer work but my time if of value and gas is expensive. Please contact me at [protected]

Robin Bennett

[protected]@msn.com

I went to LensCrafters on March 30, 2023. I had my eye exam and paid my co pay for that and that went well. I was going to purchase my frames and lenses so when I was ready to check out the card reader wouldn't take my card. It kept kicking it out. It was my FSA card. They stated they had that problem earlier this year and it was fixed. I called Consolidated Admin (FSA) my card was fine with plenty of money on it.

They called their technical support and I swiped my card at least 10 times and it kept kicking it out because I would bypass the pin # which this card does not use and it wouldn't go through. I have been using FSA for over 20 years and never had an issue until now. The sales associate said they would call when they find out something. I never heard anything after 3 days. I went and picked up my prescription and I told her to let me know when I can come back to purchase my glasses. I have yet to hear from them. I am highly disappointed. This was my first visit and my last. I am so upset and will take my prescription elsewhere. Someone could have called me back. Not a good thing to ignore your customers and not want my money.

Trisha L Farley (highly disappointed)

[protected]@gmail.com

Husband made a purchase at the LenCrafters in Bloomingdale, IL on Army Trial. Paid $250.00 in cash and 195.00 0on credit card. After reviewing the the total amount of $479.00 give or take. Called requesting an itemized invoice to find out they overcharged my spouse by 99.00 plus tax. Went in on 3.26.23 requested a refund. They credited the card for the $195 and change. as for the Cash they said they could not give as they did not have and would have to contact corporate. They tried putting the cash on my husband debit card it dropped off the bank after 5 days due to not going through.

It is already going on two weeks, and no one calls back. Husband still out his $250.00 cash.

I wanted to reach out regarding my concern over a customer service experience today. March 14th around 10:30 am at the Alamoana mall LensCrafters location on Oahu Hawaii.

I went in to inquire if my lenses were still under warranty. The woman who assisted me looked it up and informed me my insurance ran out in January. I mentioned I did stop by the mall in January but the store was closed due to moving to a new location. I then mentioned I went to the new location and the store was still closed. She then proceeded to tell me I was wrong and that they were never closed. To be clear, I understood my insurance was expired. I was expecting absolutely nothing. I was finding my bad luck to be ironic and was just sharing a story. What I wasn't expecting was to be belittled and treated like a liar. I insisted it was closed but she just kept insisting I was wrong. I felt belittled and humiliated. I left the store to cry in a bathroom stall.

I had a friend visiting with me in January and I called her after this. She confirmed from her memory that they were very much closed the day we went. Because I was joking about having the worst luck. I live an hour away so of course I don't have time to make it down town often. Even though I knew I remembered correctly I needed to be validated after that experience.

This particular employee was passive agressive and gave me such an auful experience I can never set foot into another LensCrafters again. I have paid out of pocket for several prescription glasses over the years. Yet I felt worthless as a customer.

I am in no way asking for anything, but I do think this employee needs to be trained better while interacting with customers. In my line of work I have actually HAD customers lie to me, I would NEVER accuse them of it and give them attitude.

I was being completely honest.

I just wanted to let this go but it has ruined my day and since I still feel terrible hours later I figured I would share my experience.

I came into the Metrotown store on dec 27 2022 to correct my progressive lenses (the reading bit at the bottom was too narrow). Instead of immediately offering to replace, the employee took it to the back where it turns out they were experimenting on the lens, trying to do what? Twist it into a new shape? Twice the man tried to convince me that the lenses were the same measurement as before — despite the return policy saying they will do "whatever it takes" to replace the problem if I am not "completely satisfied." Finally he returned the glasses, re-measured my frames (which they did NOT do before when I got the lenses) and arranged a replacement — finally. When I put the glasses on, the lower 2/3 of the left lens was totally blurry — they had heat damaged the lens trying to do who knows what to it. Thankfully the top left of the lens still worked so I could actually SEE and drive home — of course there was nothing they could do — they damaged my lens irrevocably — and when I insisted they expedite my new lenses, the response was very mealy-mouthed indeed. I got a wet, soggy "maybe", which means no. There was no attempt to show they were actually sorry and would make sure to put my order higher up on the list. Why not? They can do as they please. I went in with incorrectly prepared lenses, and came out with a destroyed lens I can barely see out of. The headaches I'm getting already! I have to drive, go to work, and function with these destroyed glasses. What if the lens was totally unusable? I wouldn't have been able to drive home or do my work!

My designer Burberry glasses fell apart in less than 2 days of me wearing them by no fault of my own, yet I am being blamed!

Please help me resolve this situation. I have filed a letter and complained to Lenscrafters.

I think the damage to the frames happened in the outside lab used by Lensecrafters. I don't know how it happened, but the results are me having to find another pair at an additional cost when I didn't break the original frame.

The frames became damaged while in the possession of Lenscrafters.

Right now I have a new pair of glasses that I cannot use. The frame is defective. I think it was made that way during the process of the lab fitting the left lense into the frame. Because I dont recall the frame as damaged when I purchase it.

Looking at the frame, it appears that the cavity for the handle was stretched. It lookes as if it was melted and damaged out of it's original shape and then black glue was used to hold the arm in place.

Over two days as I wore and took off my new glasses, the handle became partially detached. Now the left handle is broken off and cannot be reattached.