LensCrafters
Reviews and Complaints

The deal was done with lenscrafters in langham place hong kong. But the quality of service is so bad. The shop manager tony chan showed his arrogant attitude and poor behaviours. He even dropped twice in the phone deliberately. The case was reported to the shopping mall and its management office. A call was received from mr. sze to who claimed himself as a regional manager. His tone is even worse and threatening me to cancel the order but did not follow up the complaint. No further reply was received so far from the senior management even urging them a few times. It is very doubtful that this company can get 15 years Quality Tourism Services (QTS) merchant.

Recently I brought in a prescription and ordered new lenses and frames. The initial customer service was excellent. However, when I stopped back today, April 26th my experience was quite the opposite.

When I walked into the store there was a just single employee helping a customer. She saw me come in but failed to acknowledge me in any way. I seated myself and waited approx 10 minutes without a so much as " I will be with you shortly."
Another customer walked in and the employee told her, "I remember you, you will be next." Still no acknowledgement that I am waiting. After several more minutes the technician finishes with her customer and proceeds to start helping the other customer. Almost as an after thought she says to me "are you picking up". I replied that I was and she proceeded to call another employee from a back room to help me. Again no apology for my wait or explanation as to why she was waiting on the other customer before me.
The second employee finds my new glasses and has me try them on. She cleaned them, checked the payment status and discovers that I owed for a second pair of frames that I had ordered. She was unable to ring up the frames and referred me back to the first employee. Rather than stopping to ring me up, the first employee continues on with ordering and fitting new glasses for her customer.
After being "parked" for another 15 minutes, I let it be known that I could not wait any longer. Employee number two asks if I will come back another time to pay for and pick up the second pair of frames. I said that I would. This discussion takes place about three feet from the"busy bee" employee. Even though she overheard my discussion, with employee number two, there is no apology or any effort made to ring me up.
I leave the store a most unhappy customer! I will have to make another 30 mile round trip to get my frames!
There are several issues that need to be addressed:
1. The "Exceptionally" Poor Customer Service
2. The unconscious "attitude" of employee number one
2. Untrained staff (Obviously, employee number two was not trained and or authorized to run the register.
With Regrets
Larry Price

I am filing a complaint against LensCrafters because of the horrible experience I had at their Glendale location at the Glendale Galleria 1101 Galleria Way, Glendale, CA 91210 on 04/03/2017.

I have been a loyal customer of Lenscrafters since I started wearing glasses and after this experience I not be returning ever again.

After paying for my appointment and purchasing a $400 pair of vision glasses, I was told that I will be emailed my receipt and receive a text when my glasses where ready.

I waited an hour and a half with no text, finally heading back to see what was taking so long. The staff was too preoccupied chatting and hanging out to text me and let me know that my order was ready.

Furthermore, after leaving the store, I noticed that I'd never received my emailed receipt.

When I called and spoke to a supervisor, she told me, in a very rude and condescending tone that they could not do anything about it and that I would have to come back and pick up a printed copy or they would mail it to me. Not only did this supervisor insult me by saying "first of all, you need to calm down", but she also shouted at me and hung up the phone while I was still speaking.

I have never been so disappointed with service at an establishment as much as I was at Lenscrafters and all the hard work of the doctors and staff in the back was diminished by the loudmouth arrogance of the staff working in front. Not one person looked like they wanted to be there.

Regards,
Varvara Zakaryan

I ordered content lenses for my daughter, it's been over than three months Since The "end of October " my husband and I are going back and forth no news about it, two girls in the front desk they talk to me with disrespect way making face from my back and answer my question with Rudely ignored way.I talk to the store manager she promised she will figure out the problem and contact me, and the same with my husband. Unfortunately we didn't hear anything from her. I went back to her, the store Staff said she is off today.
My husband went again to the store 2/10/2017 the two girls talked to him with the same way as me and told him we didn't know where is the problem, more than welcome to take your daughter prescription from her. My daughter has very bad vision, almost blind without contact lenses, and now she has no spare from her contact lenses waiting forever. Who is gonna play for my daughter suffering,
With no contact lenses
I am the mother Ms.Rehab Mahmoud
My daughter's name Roseanne
My cellphone Number is [protected]
My husband 'a cellphone No is [protected]
Thanks in advance for your support and help

I would like to share my recent experience. I went to the LensCrafters at Oakville Place store a month ago. I picked out Ray Ban glasses. The rep said that I would need to get my prescrption and the cost for Ray Ban lenses would be $85 plus the cost of the Ray Ban glasses. I put them on hold. My CAA discount would bring it under $300. I brought in my prescription only to be told my another rep that they would not be able to put my –3.75 on each eye prescription on that frame. I chose another frame. I was promised the the lens would be the same color and the lens would now fit. I got the back and the color of the lens was not the same blue. It was more of a brownish grey. The lens did not fit properly at all. It was sticking out and the arms were widened. I brought them back and chose a green lens made by Ray Ban. Fasal said that this can be done for sure. I found it frustrating that the oriental tech in the back came out and yelled that the frame would still be wide and the arms will stick out. I received another call days later only to be told that they cannot be done. No reason was give. I came in and was issued a refund. I think I deserve an explanation. "See what you love, love what you see" is your motto. How does that transfer to me? I would like the CEO to explain why I made 4 visits to your store for nothing. I want an explanation as to why they cannot make the glasses that I requested even though they said that it could be done. I also want to know why the CEO or head office has ignored me for the past month?

On Sunday April 3rd I went into the LensCrafters located at 5105 Kings Plaza in Brooklyn, New York. I had chosen a pair of Frames for my son which was the display Frames. I Made it very clear the to the salesperson Mr. Rudolf 489680 I did not want the display pair and assured me that he was going to order me a new frame. He explained to me that it would take a couple of days which I replied No Problem. The next morning I received a call from Lenscrafters Amy (Store Manager) stating my glasses was ready for pick up. This simply means he did not order the new frames as he stated.

I have been a customer of LensCrafters for many of year and NEVER have I had a issue with a salesperson being dishonest. I would like to make it clear that this complaint is NOT against the store it is directly towards the salesperson Mr. Rudolf 489680 being dishonest and lying for no reason.

I don’t recommend to use the services of Lensecrafters. I went 5 times for the eyes check, but the doctor couldn’t provide the prescription. As well as he told me to pay for every visit, but when I came, he told me that he could prescribe lenses now. He told me to come later. I paid $20 for each visit and it was really inappropriate and terrible to waste money for these appointments. Stay away from the company and don’t pay them as I have paid them. Scam.

Optician has not help Donna L Guillory stop targeting me with the Byrd Family. She babysitting Megan Byrd who smokes marijuana with Jaz D Byrd Shaqkeeper her Sister who need to be spanked by her Parents and her Gregg Family allowing her to be involved with the Smiths and Byrd Family stealing from me and she guilty going through my childhood when my Mother was lying on me and even in 2015. Allona Jones stopped my niece D'ashlynn R. Wright and Megan Byrd while having to watch them go through all my room Property and they won't change their evil ways.

Need to get glasses as I broke my original! Eye exam was great and Dr. was very pleasant. Girlfriend had picked out frame and sat down with associate to finalize the purchase. Wanted progressive (I have used them for years) & transitions. Lenscrafter talked me into their lens. I said OK Ill give it a try but always like the Better Quality! 2 hrs later I pick up glasses and tried them. The lenses were not pushed into frame all the way. I return and they corrected that but now I noticed a issue with right eye, They told me nothing was wrong and now I wanted better lens. After 10 days got the better lens and still issue with right eye. They told me schedule another re-test eye exam. Dr did it and stated the exam was the same and came out to associate with me. She told then too measure my eye correctly.. They did a 30 sec measure ordered another lens and after 10 days same thing happened..Right eye was not correct as i could move my head around and see correctly. I did get my full refund and even with insurance it was over $900.00

I took rx and went to COSTCO! Picked out frames, with progress, transitions. I had them in 3 days at a cost of $238.00. They were perfect with no issue. I will never go back to Lenscrafter! I do recommend COSTCO!

Would not return DVD movies loaned to her. Tried to give me her Doctors advice Made ignorant comments by stating I use drugs when her son Lil Wilson killed her youngest Jordan Guillory on a Go-cart almost from the two of them driving around wreckless. Her son ex-girlfriend also in law family kissed Jordan. This Aunt has been a living nightmare especially when she moved from North End of Beaumont over to the West side of town. Made peace with her but never bothered her husband the Uncle property. Their youngest child Jordan noticed his Dad had x-rated video before Lil Wilson wrecked Jordan up and I've been stable because their Daddy and his Company made haunting statements about me or Food Stamp business that have to do with welfare.

Had eye exam and picked out frames. Bought glasses and sunglasses. Associate was pleasant and helpful and talked to me also purchased insurance..two months later my frames on reading glasses got very loose. Went back and was told "then" that the frames were spring and they would get loose told me every time I come into mall get them tighted. Do I have time for this for a product I paid for and bought insurance. Was sent to samesame sales associate that first waited on me. He was rude and hardly spoke to me (no sales commission) from me. Still have same problem...they are loose but never have time and am charged . Complete rip off!

Part 1 - I went to Lenscrafter's two months to have an eye exam knowing that I now needed glasses (over 40).I first had an eye exam where I was put through the usual eye test, including this machine that takes a picture of the inside of your eye. When the Optometrist came in to complete the exam he told me that I could pay for one of the previously taken test (a picture of my eye) or go through the dialation test at no cost. I chose to take the dialation test, which he then said reveled what he suspected when looking at the previously taken photo...that there is some kind of irregularity and that he would submit it to the insurance company for payment so it wouldn't cost me after all.
Part II - I purchased a pair of Ray-Ban Rx glasses on November 3, 2013. Today on January 4, 2014 the glasses broke at the arm. I took them promptly to the Lenscrafters in Failawn, thinking that this would be relatively easy. NO. The general manager told me that on top of the more than $500 spent on the glasses, I rejected the warranty coverage of an additional $35.00. She told me that they could have broken any number of ways and that is what the additional insurance is for. With the insurance I would have to had paid an additional $25.00 for new frames. I called and spoke to two stores who are not national chains and they both said the frames should be under warrantee for a year but at the very least they would have worked with me to ensure my satisfaction...This was never a thought at Lenscrafters. She said she was sorry...she wasn't. Run from this store. From poor service to suspect insurance claims... I would stay clear of this place. I will forever be story teller of this experience!

I came in there store in July of 2012.I needed a refill on my contact lenses.I was told very rudely that I needed to get a new examination. I stood up for myself and they finally figured out I was right and gave me some new contacts $85.00.When my contract or renewal. Was up, I came back and was told it have to order my contacts. I knew they had in stock and repeatedly ask them to check again.They finally did. I was right I got my contacts right there.Then I get a letter from corporate tell me never to come back in their stores

It makes me feel angry but also validated to read these complaints about the poor quality of Lenscrafters products. First, some comments for the critics of the complaints. You can't be serious that you think a pair of EYEGLASSES (or shoes for that matter) should not last without falling apart for more than 5 months. I'm going to just assume you've never come close enough to a pair of glasses and that you can't possibly be that ignorant. I have been wearing glasses for 20 years, though I typically wear contact lenses. I wear my glasses right before bed and right after waking up in the morning, and I'll wear them for a whole day maybe once a week. I've owned glasses for 7 and 5 years at a time and those glasses remained intact and were only ever replaced for a different look. The first and only pair of glasses I bought from Lenscrafters 4 years ago have fallen apart a total of 4 times. The problem is the metal hinge that holds the sides of the glasses onto the front. Think of this as the equivalent of a manila envelope clasp, the thin metal that breaks off when it's bent too much. Now think about how often glasses are folded and unfolded, and that hinge is also supporting the weight of the glasses. It is cheaply made, plain and simple. The first time it happened, after about a year, I was forced to replace them, out of pocket, full price (I had just missed the warranty ending). There is no way to repair this break because (think of the envelope clasp) that cheap thin metal has been broken. I was told it was my fault for the way I must be putting them on and removing them. They demonstrated the proper way, and even though I was skeptical that this mattered, I maintain the use of their "method" and it has made no difference. Less than a year later, the hinge broke again and they replaced the frames because it was within the warranty time period. They again blamed it on the way I am taking off my glasses, despite me pointing out to them I remove them the way they are telling me to (not much more than blank stares after that). Over a year later, guess what! The hinge broke again. (I know this must be shocking, that that tiny cheap piece of metal can't hold up.) This time, they are out of my frame, which is so irritating on top of having them break for the third time in 3.5 years. They explained to me that, since your prescription only lasts 2 years, the glasses are meant to be replaced that often. When I questioned the absurd concept that eyeglasses are only meant to last 2 years, he made the incorrect assertion that "everyone replaces them then anyway, " I pointed out to him my history with glasses that I outlined above and argued he is absolutely wrong that people replace glasses that often (at least not willingly). He offered a discount on any frame in the store after way too long of me arguing that Lenscrafters has a responsibility in this shoddy product. By the way, the argument that store is not responsible for the products THEY SELL IN THEIR STORE is also one of the dumbest things I have ever heard. That defies most companies' models of integrity and customer satisfaction, as most companies say they stand behind their product . Most companies take responsibility when they sell something that's pure crap. LC is not one of these companies I guess, so nice representation. Anyway, I ended up having them attach a working arm from the previous broken frame I had to this current broken frame. This lasted for about 5 months until the other arm eventually broke off. So I have come to the point where I refuse to buy another product from them. Not only because of the poor quality, but also because of their stance on their responsibility for their products. It's laughable really. I recently bought new frames half off on Amazon (after trying them on in Lenscrafters - thanks for the free try-on!) and plan on filling them somewhere else. LC wanted more than double what other places (Target, JC Penney) is asking, close to $400, just to fill the lenses. I don't know how they have managed to stay afloat this long, to be honest.

PS: The person whose dog chewed the glasses and they expected it to be LC's fault - are you kidding? People like you devalue the legitimate customer complaints.

I purchased by rimless glasses at Lenscrafters in Orange Park, Florida. I have had them since January 2013 and they started cracking on both sides at the screw area. I took them back yesterday and I experienced a rude employee. I stated that the glasses must be defective because cracks are on both sides exactly in the same places. I was told no they are not defective or they would have cracked in the first 90 days. My glasses were over $500.00. My insurance paid around $268.00 and I paid the balance. So $500.00 glasses last less than 8 months? I am very disappointed . Not to mention that this could be a safety issue. Between my husband, myself and my son we have purchased "9" glasses at Lenscrafters. We have not had any problems with any of them until now. We will not be a returning customer nor will we recommend Lenscrafters. I work for a doctors office and we practice very good customer service and will do what it takes to make our customers happy and returning customers. Lenscrafters has very poor customer service.

Let's say you need basic transportation. A small (comparatively) inexpensive car will do the job of getting you from point A to point B, and you tell the salesperson you can't afford anything more than that. Should the salesperson relentlessly insist that you buy their most expensive luxury model, or give you what you need? LensCrafters is like that: they will push THE MOST COSTLY products they have (both frames & lenses, especially lenses), telling you this is what you MUST have. I wear "progressive no-line" eyeglass lenses. They came up with a price for these lenses (with glare coating, scratch-resistant coating, etc.) costing $650.00 PER PAIR! I told them I COULD NOT AFFORD such lenses, especially since, like many middle aged people, my prescription will change again in a year anyway! Please also note: a pair of regular frames can EASILY cost $150.00 or more: now, a complete pair of glasses can cost me $800.00! I have no vision insurance, and I'm not on Medicare or Medicaid, you know, "screw me and the rest of the uninsured". Can't Lenscrafters understand that eyeglasses are not "Beverly Hills or Palm Beach" luxury fashion items for the wealthy, and provide reasonable prices on lenses? Here's the last (the beauty) part: no "one hour service"...10 TO 12 FREAKING DAYS to order the lenses. Bend over and get kicked folks!

I ha a worse experience with this store. I went there March 30, 2013 to replace the lens of my existing frame. The guy who assisted me is way too obvious not knowledgeable with what he was doing. I was patient waiting for him to process thing without even explaining to me the details but i thought he must have known what he's. So on April 13th I went back to pick up my eyeglass and i was so unsatisfied! The lady could not say anything nor she did not even bother to advice me what to do. I went of the store and thought of calling the customer service and told the rep of my experience, the what the rep told me was to go back in the store and ask for refund so i did that. The guy who process the refund said that yes, everything will be credit back, $181.00 will be refunded to my credit and after 5 days i was shocked because i saw my staement that i was charge again for $181.00 wtf! Who would be happy with that ! No wonder my current optometrist could not process my eyeglass bec my insurance record shows that it's been exhausted for the year but the actually is LensCrafters did not cancell the claim, in fact they must file the claim twice since i was charge twice.
They should train the people well, doing clerical job does not require you to be a genius but make sure you just have to know what your job is because it's a huge mistake to charge customer twice.