LensCrafters
Reviews and Complaints

I need the address of their home office so i can send a detailed message about my dissatisfaction with this store. I have been a customer for 30 years and so many changes have been made for the company benefit with no regard for their employee's or customers. Recently bought lens' and frames for over $400. 00. I tried to call them one evening to check on my purchase and no one answered, i was just disconnected without even a voice mail to take a message. I was later told that the store was very busy and no one could answer. Also the day i went in to make a purchase 12 - 26 - 12 there was only one woman in the front, on the phone, and i was told that someone would be with me shortly. Shortly was 20 min. Later. When i went in yesterday to pick up my glasses, there were only 2 front employees helping people buy glasses and i wanted over an hr. To pick up my glasses, since they were already paid for in advance - which is their policy. I have been dealing with a wonderful employee, duane truskjlaski, a very kind, polite, helpful, knowledgeable person - if not for him i would have demanded my money back and left the store. I will never go back;alot of people waiting said the same thing. Not enough help in that store and the employees were obviously way over worked and they somehow kept a professional demeanor, i don't know how. Big kudos to duane. He should be the manager and get a big raise as an extremely valued employee. Maryann paradise - past customer. [protected]

Buyer BEWARE! Two salesmen lied to me. NO CUSTOMER SERVICE. Do Not Shop at LENS CRAFTERS STONECREST MALL. I bought two pair of prescription glasses. One pair were sunglasses. The sales man talked me into a pair of Maui Jims. I had never heard of them but he raved. His name was Andy. His words were "these are the last pair of sunglasses you'll ever buy", he told me that the were virtually scratch proof but if I ever had a problem, bring them back and Lens Crafters would send them back to MJ and fix or replace for free. For $400 for a pair, I thought that was reasonable. Well, couple of months and lots of scratches. Took them back and MJ did replace them. A few months later, same thing. I took them back to Lens Crafters at Stone Crest Mall and they asked if I had some "protection plan". I told them what Andy said and the shipped them off to MJ. MJ sent them back and said it would be $400! Are you kidding me? Chris at Len's Crafters told me "Yeah, we heard that Andy told a lot of people things that he shouldn't have, he has since been fired". Well, how does that help me? Where is the customer service? I went to LC to pick up my scratched lenses and Bilal (another salesman) told me that Andy wasn't fired, he quit. So now there are TWO ars at Lens Crafters. They basically sent me on my way. Spent over $600 with them on two glasses and I get stuck with scratched glasses. Will never shop there again.

Have purchased glasses for over 20 years from Lenscrafters. Purchase price was over $300.00. After getting glasses home I didn't need them for six months. Opened the case to wear them and discovered both lens had stress fractures. Took the glasses back to the store and was advised that I had left them somewhere too hot. After advising they were stored in my desk, the next excuse was that I dropped them but examination of the frame showed this didn't happen. The next excuse was I should have brought them back in 30 days where another examination showed the glasses had never been worn. Was advised it would cost over $200 for the replacement lens. When I asked to speak to the manager, was advised she would be in later in the day and I could come back (I live 90 miles from store!). Not going to any Lenscrafters again.
Vern

I have recently become homeless and late one night as I was walking the streets I was attacked and beaten up which resulted in my glasses being totally destroyed. I had purchased these glasses at LensCrafters last year( an eye exam, new lenses and frames) for 325$. When I let them know of my situation, can't see more than two feet in front of me, they told me my warranty had run out and there was nothing they could to do to help me. The only time they helped me was when I had the money to pay, now I'm broke and they turn there back on me and ignore me. They will never SEE a dime of my money ever again.

After purchasing a pair of glasses for almost $400, I found a website that was offering similar frames for only $6.95. I decided to purchase an extra pair online but needed my PD measurement. The receptionist LIED to me and said she could not legally disclose that information to me. I was irate. I am a dental student and am very aware that my right as a patient is full access to my own medical records. I demanded to speak to the manager. She admitted to the "fib" but then lied to me AGAIN by saying that this number is useless to me since it varies with EVERY pair of glasses. When I demanded to have this information, she told me I would have to come in person and sign a medical release before giving me my OWN measurement that I paid for! I ended up calling Costco since I ordered glasses from them 3 years ago and this measurement does not change for adults, and they happily faxed it to me as expected of any ethical business. Do NOT let LensCrafters lie to you!

WARNING! After many years of being a customer, It seems that Lenscrafters is now pushing their staff to push the sale of new glasses, no matter what the case. I needed nothing more than a new screw in my frame, but they did everything they could to sell me new glasses. They told me that the hinge was broken beyond repair (it wasn't). When I asked if I should just "throw these away?" since they can't be fixed, the manager said "yes". $400 glasses that were a year-and-a-half old! I walked to another store in the mall, they put in a new screw for me - my glasses are like new.

Purchased a pair of Ralph Lauren frames from Lenscrafters. After 18 months, the color enamel is peeling off. Spoke to the manager at the Wellington FL store and she told me that it was more than 12 months so there was nothing she could do about what she considered "normal wear and tear". The lens are not scratched and other parts of the frames are in excellent condition. Wear and Tear would not be just in a few spots! She would not do anything to correct the problem. If I wanted to purchase a new frame, she would give me a discount and move the lens. Basically, wanting me to pay for a replacement frame. I don't know about your insurance, but mine only includes frames every 2 years. If Lenscrafters frames cannot hold up for that minimum period without showing significant "wear and tear", then maybe people with insurance should find someplace else to purchase glasses.

I visited my local LensCrafters because I needed glasses in an hour. Lucky for me I'd read the on-line reviews and had a "heads-up" of their business practices. From the moment I approached the clerk it was an aggressive sales pitch, and trying to talk me in to the top-of-the-line lens for my 10 y.o. I turned them down every step of the way, even after they suggested the $325 poly carbonate lens. "But it's what your doctor would want you to have." The pushiness continued right until I paid for her glasses, and declined the annual insurance charge. The good news is we did walk out 45 minutes later with her glasses, but it was a fight the entire visit to not accept what felt like sleazy sales tactics. The funniest thing was when a 2nd technician approached the 1st one to "study the prescription" in the back room. It was all I could do to keep my mouth shut. I only regret not having filmed the visit.

I bought glasses for the first time at lenscrafters and was so excited to get them! They had to special order them in so when they finally came in i could not wait. I put them on and they were so blurry! They told me I just had to adjust to them. I went back 3 time cause I could not see out of my glasses. The staff was so rude to me and treated me like I was so stupid and insisted I just needed to get used to them. Then after my 4th return told me my prescription was wrong. | went back and paid for another exam. When returning to lenscrafters to inform them they had made a mistake entering my lense info they were again rude and scoffed that they made a mistake. They checked there computer and walked away to talk to there manger. They had entered everything wrong and had treated me so bad! I will never shop there again they are so rude and have the worst staff.

I lived in Bayonne, NJ for most of my life.
I have needed glasses for about the last 17 years. For the last 10 years or so, I used Wise Optical in Bayonne, where everything was superb. I recently moved, so when I needed new lenses for my three pair of glasses, I looked for someplace close who had a lab on premises. I found Lenscrafters in Springfield, NJ. On my initial visit, I explicitly explained that I needed the sections of my trifocals to be exactly the same size as my originals. They measured and told me it was no problem. Long story short, three trips later and three times wrong, they told me that they could not provide what I wanted, and issued me a refund. When I requested my prescription, so I could go elsewere, they couldn't find it. While it is understandable that they may not be able to supply what I needed, it is not understandable to waste so much of my time. I am self-employed and four hours of my time is worth something. It isn't rocket science. If they can't do it, say so up front and don't try to make me settle for less.
I'll now have to drive the extra distance back to Bayonne, but at least I know that I can get good service and correct product.
I certainly won't use Lenscrafters again.

My boyfriend went in to this lens crafters in the 1/17/11 Tustin market Place and got his glasses done! He was told that he had high blood pressure and cataracts! Well he had surgery on the left eye in July 11 2011 and we went to have a dummy lens put in! And we went back to lens crafters! And they did it for free! And 4 weeks later 9/29/11 we went in and spent $160.00 for one eye to be checked and 1 single vision lens! A few day later 10/6/11 he had his second eye surgery! And again we went back to lens crafters to have a dummy lens put in! And this time we were treated like dirt! they wanted to charge him $95.00 for a plastic no vision lens! And it's only gonna be in for 4 weeks!

The manager there Geraldine was of no help what so ever! Rude! And offered no help! Even though she was aware that we would be back in, in November and spending another $160.00! In total this year spending at lens crafters since January 2011 $800.00 in one store!

Also this time when we went in the store ifs flithy! Drip stains coming from the lab all the way to the front door! Dust every where! And the sales people there are always trying to knock up the price!
Thank you Kathryn Jacinto!

I ordered glasses for my son on July 13-2011. On July 23-2011 they came in but they were wrong. I was not mad or upset. Mistakes happen and we are all human. What I did not expect was that it would take until July 10 for them to come in again. To me, when a mistake has been made you should do everything possible to correct the mistake as soon as possible. When I called the store to check and see if they had come in they said “no the lab does not allow us to put a rush on an order”. The peole at lenscrafters could have cared less if I cancelled to order. When I picked up the glasses they tried to give me a discount but it was not about money it was about Lenscrafters customer service policy that evidently the lab get to set for the company. There is too much competition to have a customer wait almost a month for glasses. I will not go back to Lenscrafters for glasses unless the policy is changed. My family has bought three pairs of glasses in the last year. I guess Lenscrafter does not care about the customer!

In the past month my husband and I have both had our eyes checked by different doctors at two different Lenscrafters locations in the Chicago suburbs. We both had the same complaint about the doctors. We felt they were both "working in sales" by trying to sell extra unnecessary services and goods to us. We both felt that this was an unethical practice for a doctor to follow. These people are medical professionals and should act as such. I confronted my doctor on this and he sheepishly admitted he did not like the practice but that it was company policy to push such things as sunglasses and expensive photographic eye tests and that doctors had been threatened with termination for not taking part in this practice.

I ordered glasses for my son on July 13-2011. On July 23-2011 they came in but they were wrong. I was not mad or upset. Mistakes happen and we are all human. What I did not expect was that it would take until July 10 for them to come in again. To me, when a mistake has been made you should do everything possible to correct the mistake as soon as possible. When I called the store to check and see if they had come in they said "no the lab does not allow us to put a rush on an order". The peole at lenscrafters could have cared less if I cancelled to order. When I picked up the glasses they tried to give me a discount but it was not about money it was about Lenscrafters customer service policy that evidently the lab get to set for the company. There is too much competition to have a customer wait almost a month for glasses. I will not go back to Lenscrafters for glasses unless the policy is changed. My family has bought three pairs of glasses in the last year. I guess Lenscrafter does not care about the customer!

Took a pair of glasses that had been purchased at Lens Crafters to get the lenses replaced only. When the very nice girl there told me that it would be $232.00 for lenses only...it was quite a shocker. Now, I know it's not her fault but now I do know that this company goes for selling new frames every time you walk in. Forget that, I left and phoned my eye doctor, she does glasses there in her office, and asked what it would cost me just to replace lenses. Imagine my suprise when after my patient discount plus what my insurance covers, my total came to $42.80. I have to wait for a few days but so what? Lens Crafters lost my business and anyone else that will listen to me. Shame on them.

Brought in some Ray Bans to replace a broken earpiece. (2 years old). Was told it could not be fixed - disinterested in ordering part and not interested in even discussing options for repair. I persisted with questions and several people just parroted some company line about not obtaining parts from suppliers and that the sunglasses were not repairable.

Guess they must be making profit hand over fist and are disinterested in keeping my business. I suggest that you go elsewhere too and find a retailer that is actually interested in supporting their customers.

And, I am disappointed that a first-world company like Ray Ban would not stand behind the quality of their product (made in Italy) instead of expecting it to perform as poorly as chinese made crap.

I have had the worst experience so far at Lenscrafters here in Torrance, CA. I am a new customer and wanted to try them out, and guess what?I will never go back to this company, not only that, I will tell all my friends and families how bad they are.I ordered my glasses on March 31 and it has been 4 weeks still no glasses!Today is April 27!I never received calls from them, I have to call them all the time and everytime I got a different time frame.They have so many excuses, first it was that the they made the lenses with wrong prescription, second time it was the lenses didn't pass inspection in the factory level, the last time I called, it is about the weather in Ohio!Give me a break!

I am so pissed at them, seriously, I have been wearing glasses since I was 16 and I have never ever been treated like this.There is no customer service, each time I have to call to check the status of my lenses and everytime when I call, it seems that I am bothering them!What a crappy company, I paid over 350 dollars out of pocket and this is the service I get!

Don't go to lenscrafters, you will end up paying top dollar for the worst service!

I am gonna go to the store tomorrow to see what another excuse they will give me, stay tuned in!

In May 2009 I had an eye exam at LensCrafters and was told, though I was shocked, that my vision was poor and that I needed glasses to safely drive and for everyday wear.

I was pushed into all of the expensive bells and whistles (sunglasses, anti-glare, scratch resistance, etc), though I had the option to refuse the extras.

Two years later I got an exam by an independent optometrist. They checked my glasses from LensCrafters and said that the left lens is plain glass and the right lens is the lowest possible prescription. They said I don't need glasses at all.

I paid LensCrafters almost $1000 out-of-pocket. They are criminals.

After having a bad experience at Eyemasters in the same mall your store is in, I went to Lenscrafters to find new glasses. The person that helped me that day was Peggy. She seemed very knowlegeable and friendly and willing to help me. I told her what I was looking for, the price I had paid without my insurance at Eyemasters ($279.99) for designer Armani frames and Essilor lens with progressives and transitions, uv, scratch resistance-everything! I have Eyemed insurance. She called your lab to see if you have the verilux physio 360 lens and she said that they did. She put it my insurance info in the computer, she put in a generic frame with a cost of $200.00 and supposidly everything I wanted including scotchguard. She gave me a total of $277.00 for everything. She even showed that to me on the computer. I advised her that I had to get my refund back from Eyemasters (since they did not line up the bi-focal properly the glasses were a mess). I kept in touch with her over the next few days to let her know how that process was going. When I got my refund back, I called her and advised that I would like to come in and pick out a frame and purchase the glasses. I double checked again to make sure the price was as quoted as I had done every time I spoke with her. She stated each time that it was. I told her I could come in on Friday (July 10) She stated that she was off that day and that I could speak with her co-worker Sandy that day. My sister and I went up there Friday and I chose a pair of frames that were $220.00 D & G dd5028 in bronze. I wasn't sure about the color on the temples so I was advised to drive to the Cedar Hill store or the Southlake store to view them in another color or see other frames available. I then drove all the way to Cedar Hill. I live in Mansfield, so this was not close to my home. I arrived at the Cedar Hill location and they were very busy so I had to wait quite a while. They were out of that frame and had ordered a pair in black for another person but it was already sealed and ready to be shipped to another customer. I then left, but was advised that I could go to the North Park Mall location in Dallas to see them and other glasses. That was much, much farther to drive and I didn't go, it was bad enough that I had wasted time and gas going to the Cedar Hill Location and the trips to the Parks Mall in Arlington. I went back to the Parks Mall location in Arlington on Monday. Sandy was there since Peggy was off work that day too. I decided I would go ahead and get the bronze ones. She looked in the computer for my information, typed in my RX and proceeded to fill my order, did measurements, etc. When she was done, the price was almost $500! I didn't understand why. I explained that this was not what was quoted to me. She had the manager Charles to look at the order and he advised that I wait until Peggy comes back to work on Tuesday and let her do the order since she would know what she had done. I waited to receive a call on Tuesday, but instead I had to call her. They were busy in the store she stated, and she would call me back in about 30 minutes. 2.5 hours later, she called me. She stated she was still working on it and would call me back. She did call me back and said she realized that she had forgotten to add something to the order and that's why there is a big difference int he price. So, I have wasted almost a week with this! I've wasted time and money driving here and there for her to have misquoted me on the price! Shouldn't the price be honored since your employee quoted it to me directly and showed that price on your computers! I was assured when I spoke with your employees that you were much better than Eyemasters and that you stand behind your products and customer service is your main objective. I'm not seeing it. Sounds too much like a bait and switch to me. I will be posting this letter and my experience with your company around the internet.

I would like for them to honor the price they quoted me for what I requested. Or, they can do it for a even more discounted price or free since this has been such a big inconvenience. I've found numerous complaints all over the internet regarding Lenscrafters/Luxottica business practices and how customers are being treated.