LensCrafters
Reviews and Complaints

Why not just let them replace the frame? Because you perceive a problem with the frame because the NOESPAD fell off? What a [censored], I'm sure the staff was grateful that you left and didn't cost them more money in remakes.

I agree with above! You are the kind of customers I would not want to have at my business. Why should they have to eat the cost? Things like that are what runs up the cost of glasses for everyone/ Why should you get something for free? If I walked in and purchaed the polos I would expect to pay the extra $70, why shouldn't you? I think you got great customer service.

I do have a ? for you - IT is clear that the polos are more expensive frame - so why do you think YOU should not have to pay for the upgrade - they are not asking you to pay any more just what you would have paid - if you purchased them orginally - the 1st day -
so u mean to say that if you go there 1 day and buy the cheapest frame in the place ( recallu get what you pay for ) - and you go back and get say a very explesive frame - say - 400 bucks - you should not have to pay the differance -

remember - they are getting you new lenses - so they are loosing $ there - and now you expect they should give you what ever you want - and not charge you for it - just to make you happy - THIS IS NUTS ! -
I think they where already giving you great customer service - by saying they would take them back - but that is not good enough for you ? you want more - ?
KINDA BALL SY if you ask me -
seems like not much makes you happy - i would think you would expect them to give you the glasses for free - and then get u a 2nd pr ?

Lenscrafters does use inferior materials and has dumbed down there staff to cut payroll costs, it is only a matter of time until they will go out of business. Good for them they have screwed over many of their employees and customers long enough. The location in this complaint is one of the major offenders, hireing a untrained gm who only has expeience selling speakers at best buy where he belongs.

Good to see LC management rooting for their team

I use plastic lenses from a different company. They will replace the lenses up to a year if I scratch them. The glasses I have now are my third pair. None have scratched during the first year. I work in dusty places setting up telcom systems and try to take care of my glasses but they do see their share of rough treatment. On the other hand my wife had several pairs from LensCrafters and if she looks at her glasses funny, they scratch. I think that LC uses inferior materials for their lenses. My wife has tried to be very careful, much more careful than I am. She is going to try a pair from the company I go to. This should be interesting.

If you asked for 'the best' I'm sure you also had Anti-Reflective on your lenses as well, which is prone to scratching especially if you are using a high paper fiber content wipe. Next time take the time to pay attention to what you are buying and listen to the associate when they telling you how to care for your product. Then take some personal responsibility. My 2yr old Hi Index transitions w/AR are still in pristine condition due to how I clean them, Hi Index being the material most susceptible to fine scratches and damage.

Please be honest about the way you clean your glasses. I could line up a thousand people with the exact same lenses you bought who have never scratched their lenses in the manner which you describe. Let us know when you take Lenscrafters before Judge Judy and I will bring the witnesses.

You're a boob...

A person who cares for their glasses the way you discribed is a boob and a child who needs mommy or daddy to tell them how to change thier dirty diaper. I agree with the other person who commented on this complaint. I work in the construction field and my glasses get dusty every five minutes. When I clean them with "wipes" I always run them under a hose or faucet first to get all the dust particles off. In your office there are dead skin particles, dust from ventalation systems, and soil from peoples shoes in every room. Now you know, mommy and daddy have explained things to you so you don't have to whine anymore to the next poor ### who sell you eyewear.

I am a bit confused -
1st - you state that LC uses cheap stuff - well they dont make the lenses themselves - they use vendors just as the rest of the optical store do -

2nd ly -- u state u used the pre-moisten towels - WELL I AM SURE YOU DID NOT TAKE THE TIME to READ the directions - IT clearly says to get a dirt of the lens prior to using them - therefore these should be used for fingerprints ONLY ! GO AHEAD AND READ IT AND OCME BACK

now 3rdly - you are dealing with plastic - plastic scratches - and based on what you said - (( scratching them cleaning them )) it shows - that you had dust or dirt on them - well when you clean glasses with this on them - it acts as sand paper and they do scratch -

and lastly - you should not think - they should eat the cost of the lenses do you ?
come on - you scratched them - cleaning them - but feel they should give you free ones - THAT IS NUTS - here at most optical shops there are no returns because your buddy hates the glasses you have to wear (( that is why we have mirrors ) - and if you should break the frame - YOU buy new ones at full price- only manufacturing defect DEFECT - DEFECTS --- (( LISTEN DEFECTS ) - should be covered and that is backing up the product - not replacing things you did on error with them -

SO GO AHEAD - and read that PACKAGE form the cleaning wipes - and get back to us - and post here - and fix this posting !

Ok, let me get something straight. You want the anti-glare coating, but more than likely purchased the base anti-glare, or the invisible, you get them, but won't fork over just a few more dollars for proper lens cloths and cleaners, which on both counts makes you cheap. You could also be classified as lazy, as for if you were too cheap to buy the proper lens cleaning materials, but also didn't want to come into the store when you needed your glasses cleaned. Alas, your extreme combination of laziness and cheapness caused you to resort to using your T-shirt and windex, more than likely, which you were warned about upon dispense of the product. How dare Lenscrafters not replace your lenses free of cost when you were informed of the exact way your lenses needed to be cared for. Here's a similar story that may help you understand how you may have been in the wrong, if you can comprehend the relation: You buy a brand new BMW from a dealership and after the car is driven, it gets dirty, warranting a trip to the car wash. Oh, but car washes are so expensive, you're bound to save a few dollars and wash the car yourself. The man at the dealership didn't explain to you how to wash your car (which happens in real life because everyone knows what can scratch the paint on your car and car salesmen assume you know what to use. Once again, keep in mind Lenscrafters tells you what you can and can not use). You see a major build up of dirt in one spot of the car, so you think that the only thing to bust through the filth is sandpaper. You make sure to use it just enough to get the layer of dirt off, wash it, let it dry...OH NO! You now have a matte finish to the location of where the dirt once was. You drive to the dealership and talk to the salesman again, tell him that the finish should've stayed on forever, no matter what the car was exposed to, and ask for another one. The salesman then laughs at you hysterically. Just because you messed something up, well-knowing what would happen to it if you didn't take basic care of it, you expect Lenscrafters to replace them free of charge. They had every right to turn you away, but you could've replaced them at 50% of the cost. Where else can you get that, with the same quality product?

You were negligent and don't like when you're told you're negligent. And for that mental disability, I weep for you. I hope you can soon join the real world where people take responsibility for their wrongdoing.

I've seen so many people saying that the Attorney General should do something and how they have a valid lawsuit. If this was true, you wouldn't be ### on this website, but rolling around in your court winning, which Lenscrafters tries to crawl out of bankruptcy.

As for you, Sam Sawyer: The optician in which sold you the transition lenses should've told you that these lenses will not darken in the car. If not, that's too bad, but you should've noticed this quickly, and brought them in just as quickly to obtain a refund. For the first pair, I'm sure while you were out of town an entire summer, you didn't bother with finding another Lenscrafters in which would solve your situation actually within warranty. While you were partying it up, you didn't want to solve your problems until the trip had ended, knowing good and well that you would be out of warranty. I also want to know about your REAL doctor. Since Lenscrafters obviously hires fake, unlicensed doctors. I also think you are a bit confused in the role this doctor played in the purchase of your frames. A doctor of optometry's job is to diagnose eye problems and correct them. They're not on the retail floor saying, "Oh this look cute on you!" They have a degree and don't engage in these activities. That's what opticians are for.

So good job, Jackson. You did an awesome job ### about something in which was your fault and acquired something for free. The managers followed protocol and if a customer is mad enough, they'll end up calling corporate and no matter whose fault it may be, you will get something out of it. Perhaps you should've spent less time ### corporate, and more time learning grammar. I would like to introduce to you, the comma.

I am also DONE with LensCrafters. I purchased a pair of Maui Jim perscription sunglasses from the Newport Beach store and they came back with the wrong lenses, single vision instead of progressive. I was at lake Havasau all summer and when I got back I took then to the store and was told they wouldnt be able to fix them because it was past thier thirty day guarantee. I explained it was thier mistake not mine and was then told by the manager they couldn't do anything. They said it would be cheaper just to get a new pair, so like most consumers I gave in and ordered a new pair and also a new perscription non-sunglass that would tint, so I wouldn't have to change glasses in the car. (My order totalled over $1200) Well I used my old glasses for the next two months until I tried on the NEW ones and guess what- Transition Lenses don't darken while in your vehicle, you have to be in direct sunlight.
I then went to a REAL eye doctor and found that Maui Jim has a one year warranty on perscription lenses and I never had to spend the $1200 at Lenscrafters after all to try and accomplish my needs. LENSCRAFTER'S solution... we will send the first pair and have the right lenses put in at no charge to you, I wanted the cost of the first pair refunded and that AGAIN could not be done.LOOKS LIKE IT'S TIME FOR SMALL CLAIMS COURT.
It's SAD they don't even respect thier own customers, I hope thier out of business soon

I think what you should do is contact your state Attorney General and ask his office to investigate LensCrafters. Explain your story in a concise letter to the AG. You would be surprised at the numer of complaints against LensCrafters that are all over the Internet.

LensCrafters is clearly a company that is begging to be investigated.

I'm an optometrist - LensShafters et al. are known in the business as "[censored] houses" and, obviously, people who work there are "[censored]s".
MAX profit is the sole motive - period.
They require their optometrists to sign a lease that they will work 363 days a year or get a substitute. Have any of you ever tried to get someone who does what you do to work a weekend for you ? Impossible alot of times, esp when you're a [censored]. Most [censored]s are already working somewhere. They claim it's voluntary -- that's partially true, just as breathing is voluntary. Their optometrists are "controlled" via short term leases and booted if they don't do what they're told.
So -- go to a private office if you want someone who actually is concerned with you're problems and wants to help. Or - you may get someone who's missing an important event in their life and resents being there. Luckily I was able to find someone from another state to work for me when I got married. So I got to go to my own wedding and it only cost me $500 per day ! I would have returned unemployed if I hadn't.

I purchased a pair of Tiffany & Co glasses from Lens Crafters and the letter T fell off. When I took them in to get repaired I too was told I can only get them replaced for 50% off retail price. I think Lens Crafters should have some sort of partnership with the manufacturers they work with to allow repairs. I was not asking for my frames to be replaced. They wanted to charge me $190 dollars when I only paid $189 for both the frames and the lenses with my insurance coverage. It can't be that hard to get a replacement letter from the manufacturer and just glue it back in. I don't think I'm asking for too much!

I have to agree that these complaints are absolutely ridiculous. Especially the lady with the kid and the lady whose glasses fell apart after 5 months. If you bought a pair of shoes and your dog chewed them up and you had a 30 day guarantee to return them would you be mad if the store would not take it back? What are they supposed to do with the frames? That would be like the shoe store giving you 2 pairs of shoe for the price of one, take better care of your ###. Glasses are expensive, they offer the gift of sight, its not a chew toy and its not lenscrafters problem.aAnd the lady with the glasses that couldnt be repaired, how can you break something yes YOU, I highly doubt a lenscrafters employee snuck into ur house after 5 months and sabotaged ur glasses so that after 5 months they would fall apart. 5 months is a long time for something you wear on your face everyday, again if the sole on your new shoe fell apart after 5 months would you have the audacity to try and get a refund? You people really need to get over yourselves and get a hobby. No one forced you to buy glasses from lenscrafters, you should have been like the lady who couldnt afford good quality glasses at lenscrafters and taken ur ### to costco

First of all, what percentage of the people were actually returning perfectly good glasses because they simply did not like they way they looked?

Most of the complaints that are legit in this forum seem to be over poor quality product.

It makes no sense to charge people with legit problems with poor quality product more money instead of changing the policy about returning glasses for frivolous reasons such as "it's the wrong color."

This type of fast food policy of "We'll make is right for anyone and everyone" isn't realistic for a company like Lens Crafters. A Big Mac doesn't discontinue in the same way as a pair of frames.

The fact that lens crafters is blurring the lines of what the policy can and cannot do is distrubing.
It makes employees more comfortable with mistreating their customers.

Obviously upper management is comfortable with this as well. It doesn't seem to merit enough attention from the higher ups because in the end it's still resulting in money.
However the share of that money is coming from the wrong people. People who probably depend on Lens Crafters prompt services. People like myself who cannot function, work, drive, raise a family or SEE without their glasses, even for one day.

This makes my stomach turn.

"Lens Crafter is the Amco of the eyewear industry. Their business tactics and morals are the worst. I would suggest you stay clear of ANY business owned by United States Shoe Corporation. A Ohio company who opperates in the shadows and doesn't even have a ligitimate web site!

Neither Lens Crafters or US Shoe Corp will EVER get my business again!"

I am not sure where you get your info from - as very little is correct. It's like your research was from 1988. LensCrafters is just one of the companies owned by italian giant Luxottica Group SpA - the worlds largest manufacturer of eyewear (and owned by Leonardo Del Vecchio - a man who is one of the top 25 wealthiest persons in the world). They make eyewear - not just for LensCrafters - but for the majority of eyewear optical shops in the world. They own and operate 7, 000 stores in 5 continents - and operate their own insurance company that covers almost 1/3rd of the lives if Americans (110 million people who have vision insurance are through EyeMed).

US Shoe is defunct and has been since 1995. Lux ripped apart the other organizations of US SHOE to keep the optical. The completely debt ridden shoe business was sold off - (good riddance) and the womans clothing company was eventually sold until the owner's son could buy Brooks Brothers lock, stock and barrel - so that is a "cousin company" to LensCrafters.

LC, Pearle VIsion, SUnglass Hut, Target, Sears, BJ Optical, Ilori - etc - are all the same company - same frames - same models...just different levels of service and price options. If you want something fast - go to LC and pay the premium. If you can wait - go to Target Optical and get it just as good - but wait ten days. I worked at Lux from 95 until 2009. Now they are suffering from a years of being way to lenient with customers - replacing frames and horribly scratched lenses for too many years. At one point, we had near a 20% remake rate - replacing glasses for people who wore them for a week and changed their minds...or obviously did not take care of their lenses. I saw many emails of ppl claiming their lenses were 5 months old, but our computer systems and doctor exam reports indicate they were years old...but we complied. In order to make up for that - LC had to raise prices - to very high levels...and customers rebelled with their pocketbooks and walked away...(this was before the big economic crisis). And have now seen their profits fall from 16% (one of the highest in all retail) down to 11-12% (very average). Thats why i got the boot - too high of a salary - so they cut me and many others over the last year to free up overhead.

I'm not sure what you mean by running a legitimate website -they have an award winning website that was solid at attracting customers. I suppose you were looking for US SHOE - which of course would not have a website - since they closed their doors in 1995. go to www.luxottica.com - or www.oakley.com - and you will see that the company is not "operating in the shadows."

And telling your customers to go somewhere else - keep in mind - private ODs and other chains all carry Luxottica frames - in some cases - to maintain the % level required if they cater to EyeMed customers - much of their inventory is from Luxottica. We manufacture the world's best selling frame Ray Bans and also Oakley (which our military uses), Chanel, Tiffany, Ralph Lauren, Versace, Stella McCartney, Prada, Burberry, Vogue, D&G, Brooks Brothers and dozens of others - are all made in the same places (Lux owned factories)...and whether you're paying for them at LC, Pearle, or one of those CostMarts - Luxottica is getting the $.

****************************************************

This seems to be the current business model for this company! What's worse is that most of the frames they sell (especially their Kids frames) are specific to Lens Crafters. This prevents you from getting them replaced somewhere else.

After doing a little research, I found out that the frames are manufactured by United States Shoe Corporation. They also own Lens Crafters (among a few thousand other popular appearal stores). Since they control their own inventory, they do not have to worry about their customers going to framesdirect.com and purchasing replacement frames. You can only get them at Lens Crafters. Something they neglect to mention while you're forking over $300.00 for a pair of glasses!

Wal-mart and other discount eyewear places sell national name brands. My advise to anyone is to purchase from them. At least they will have the frames in stock when you need a replacement. If not, then they will have them elsewhere.

Lens Crafter is the Amco of the eyewear industry. Their business tactics and morals are the worst. I would suggest you stay clear of ANY business owned by United States Shoe Corporation. A Ohio company who opperates in the shadows and doesn't even have a ligitimate web site!

Neither Lens Crafters or US Shoe Corp will EVER get my business again!

As a former employee of Lenscrafters, I completely agree with everyone's complaints. Lenscrafters does "own" many of the frame lines that they carry, and I think the frame quality is poor considering the prices. I don't work for Lenscrafters any longer because the company does not treat their employees or their customers decent. I couldn't be a part of their "used car sales" mentality any longer. I now work for Costco and I love it! Great quality, great service and fair prices.

First of all, those of you complaining about not having your broken frames replaced for free..take some responsibility for your own actions. If you break something, you pay to replace it. You don't get it replaced for free. There are no products that work that way. Yes, glasses are expansive, but so are cars and clothing. If you pay for them and are irresponsible and destroy them shortly after, they are not replaced for free. Adults need to start acting like adults and stop asking for handouts!

Umm not to be rude people but hello get the heck out of hear. does lenscrafters make the frame? NO ok then if theyre faulty its due to the manufacturer itself which we dont control. You want different frames go elsewhere stop complaining act like some freaking adults. Read the back of the receipts which clearly state your warranty and guarantee. Oh and for the lady whos kids glasses we never had well we dont get notice of discontinued product so you cant get mad at us for that crap. And if you had a dog chew the glasses clearly your fault put them in a place where the dog cant reach them or better yet in their case. And the policy isnt something to con you in genious its not like you pay for the policy when you buy the glasses unfortunately thats what we have to tell you its 50% off the retail price within the year. Now theyre could be many reasons your glasses brake anywhere from "dog chewing' to taking them off with one hand. It sucks that you guys arent satisfied because our goal is to always please the customer but i read youre complaints and yes theyre valid but also pointless.

I also purchased an expensive set of Versace glasses from Lenscrafters in Chicago Ridge, IL. and within 5 months the left arm just fell off. It wasn't as easy as replacing a screw... no, the arm just FELL OFF.

Because I wasn't aware of their fraudulent ways, I didn't rush back into the store to get it fixed... I waited a month. When I returned the saleslady informed me that they no longer carry that style frame but she kept my frame to get it repaired. I returned a few days later and she tells me that "they can't be fixed". (Hmmmmm, interesting.)

I bought their bogus "policy" that the initial saleslady conned me into, using speech that led me to believe that if something happened to my glasses they would repair them (within a year). Well, since this was the splurge of my lifetime ($400 plus eyglasses) I figured that I wasn't going to take any chances and I bought that damn claim.

Well, back to my attempt at getting them repaired...
It happens to be that since they "no longer carry that style" and my glasses "can't be repaired" my only option will be to purchase a whole new set and "only pay half of the cost of your initial set". BAH!
How dare they?

So they're trying to sucker me for another $200?!?!?! I guess they were trying to do that. Apparently, I should have done some research prior to this purchase and I'm soo sorry that I didn't because now I'm stuck with a $400 mistake. It angers me so much.

After reading all of these postings I have to say that I am sick, sick, sick!

I'd gladly join a class-action lawsuit against them. In fact I even fantasize of going back and raising a stink loud enough to make sure other potential customers hear my warnings. I also fantasize about picketing in front of their store at the mall but ... I haven't.
Yet.

hi, I have also a problem. bought gucci frame in Italy, came back to germany and wanted to put lenses in. after i did that noticed (found on the internet) they were man's frames. lenses are already in. what do i do? have receipt and a original box, two months pass got cheated from sale associate. did not know these were man's frame.
Thanks

My friend David jett is trying to get his prescription back so he can get glasses elsewhere. But apparently lenscrafters employees told him that he can't get the prescription back. Coz the script is a year old? By law you can't take his script and not give it back. Please give it back to him. Or I'll make a complaint to the main headquarters.

Purchased glasses and returned glasses on September 1st. Have not received cash refund check yet of $60. The representative told me it usually takes 3 to 4 days coming from the home office. I received the $225 back on my debit card the same day and was told they don't keep cash in the store so the rest will have to come from the home office.

3 year old glasses with transition lenses only to find out they are not lenses, just a coating that can wear off! Lens Crafters said sorry there is nothing we can do. Contact with corporate office said the same thing. $700.00 for 3 years? What a ripoff.

Lenscrafters

Receipt # [protected]/16/18 store 142

Sales order: [protected]

Item: Misc repair [protected] $30.00

(See: Item is separate from one year plan charge).

No repairs made after customer took original delivery of eyewear.

Request refund to charge card.

The manager at the Greenwood Indiana location is lying to me about the lens that were ordered two weeks ago. She first told me that they didn't pass inspection and now she is telling me they were shipped to the wrong store. I want the manager FIRED and I want my lens NOW