LensCrafters
Reviews and Complaints

Hello,
My name is Elton Ramasir, my address is 2670 cypress court, Miramar fl 33023. My phone number is [protected], this information should be used to retrieve information on my account.
Within the last few years, I have purchased at least 6 pairs of glasses and sunglasses from lens crafters, I was recently at one of your Miami locations where the agent talked me into a extended warranty, first of all, the sales person was very pushy, but at the end, I paid for the warranty.
It was never explained to me that the warranty has only a 1 year life span or I would never have bought this, I was told that any issues that I would have with any pair of glasses purchased after this plan was purchased would be covered, I would later learn that this information is absolutely incorrect.
I recently visited a lens crafters location in elmhurst NY, located in the Macy's. First of all, let me say that I have never in my life ever dealt with anyone as insulting, rude and condescending as the agent that I dealt with at this location, one pair of my sunglasses was still covered by my warranty that I had purchased previously, not knowing that this warranty was only valid for 1 year... The agent in NY was so rude in explaining this to me that it made me feel very insulted and insecure, I am 67 years of age, this woman whom was much younger than I was even walked away from me and decided not to deal with me. I asked to speak to a manager, another young woman came to me and informed me that there was no managers on duty and that I have to speak to them or go to another location in Brooklyn.
I feel that lens crafters took advantage of me being a older individual, I feel as though I was ripped off and I did not receive a service or product that was promised to me, this is totally unacceptable, I refuse to take my business to lens crafters unless my issues have been addressed.
I have two pairs of tested sunglasses, they both have defective lens, I will be happy to provide pics if necessary. The agent advised me to buy new frames as lens would cost me $300 and that is using my warranty, she never checked anything, she just told me that is the cost. She then advised me that a new pair of tested sunglasses and frames would cost the same... This did not sound correct to me buy then she rudely told me that this is all she can do for me. As far as my second pair of sunglasses, I would also be charged $50 to warranty just the lens, this fee was a handeling fee as she stated to me.
This is absolutely horrible service, no managers available at flagship location, poor, rude and unprofessional customer service, trying to steal from elderly people that they think will not know any better.
As stated earlier, I feel insulted, unsatisified and unhappy with Lens Crafters, the standards have been declining over the years... Let's see how co operate deals with my issues.
My contact number in [protected], I was told that my warranty will expire on the 26 of this month, i am willing to take my business elsewhere and pay for three pairs of new tested sunglasses, the fact of the matter is, if lens crafters is willing to treat me likely his, I should take my business elsewhere as lens crafters does not value my business...

My son, whom is in college in Huntsville went in for an eye exam and to order additional contacts
My insurance covers everything with a $10 copay.
I felt he was taking advantage of because he was charged a fitting fee, in which he was already a contact user.
No one worked with him on how they should fit, because he already knew, but they still charged him that fee.
I felt that they took advantage of him because he didn't know the procedure and charged a fee that he didn't need.

To Whom It May Concern,

I am writing this letter to bring to your attention an abusive situation that happened in your Vernon Hill Shopping plaza location in Scarsdale (Eastchester) New York with your Manager Nick Totaran on Saturday, September 22nd 2018 at approximately 11:30am. This was a situation that should never happen to any customer.

In summary, the location lost my glasses ( that I was just getting a pin replaced on after seeing a promotion they were running) back in May of 2018 and I was working with the staff for several months (5 months) giving them a chance to find them. I got the store Manager Nick involved in August (note this was his first involvement) when at this point I just needed a pair of glasses in their place and he was they only one who could process it, which he stated he would do and that I should come pick them up the following week. He then lost the subsequent reorder. I reached out to the Regional Manager Kim to get her assistance and she was very helpful in trying to locate them and asked that I come back into the store to identify a pair that she thought might be mine. Which brings us to the incident at hand. On September 22nd (the date of this incident), Kim was off so I asked to speak with Nick to see if maybe he remembered what happened to my paperwork and the order he put in. I believe Nick struggled with being asked about what happened with the reorder he put in. At the point that he got involved it had already been 4 months of them being missing, it was another month of a delay after he got involved and I couldn't understand why I was still waiting on my glasses almost 5 months later, when I simply just came to get a pin replaced.

His behavior upon being questioned was deplorable and threatening and I have to say I am concerned that he has access to my address and medical record and his "threat" to do something malicious to me and my account concerns me. So much so that I filed a police report with the Eastchester police department (report #8848-19). On top of cursing at me, stating " go to the damn wall and pick out new glasses", he also specifically and repeatedly said " Watch what I do. You are never going to get your glasses or helped, watch what I do" and he proceeded to go over to the computer and enter something in.

In short, Nick showed extreme bouts of aggression towards me, threatened to do something fraudulent/disparaging to my account/me and cursed at me all simply because I questioned the whereabouts of my glasses that they lost and the subsequent reorder that was taking over 5 months to resolve.

I think it is important to note, that I am an HR professional with over 20 years of experience supporting retail organizations. I was very conscious of my word choice and actions, as I am aware that certain interactions limit you from being heard and I did not want that to happen. Therefore, I always waited my turn, I never cursed anyone or used curse words, I never overstepped the counter or anyone's personal space. I had been very patient considering I had been waiting 5 months to receive my glasses. The way Nick acted toward me was unprompted.

I am sure Nick will position this in a different way as to protect himself and his job as he assured me in his threat, that he would do something to me and to watch. So I would not be surprised how he positions the course of events in an effort to make good on that threat. Especially considering that I also alerted him on the day of the incident as well as the Regional Manager Kim the following day, Sunday the 23rd of my intention to write this letter to Corporate so I anticipate him trying to get in front of it somehow. Note, I have nothing to gain in writing this letter as I have received my glasses ( thanks to your lab Manger Al) and have no interest in remaining a customer of LensCrafters as a result of this incident. I just wanted to bring it to your attention as a professional in an effort to ensure that this does not happen to another customer.

Eileen

I purchased contacts at the Lens Crafter at Northlake Mall in Charlotte NC on 9/12/2018. I ordered the 30 day supply. I waited a week and still did not receive my order. I called the store and spoke with the manager, Gary who told me that he was not sure why I did not get my order but he would have is shipped UPS. Three days later I received a partial order. I received the contacts for my right eye only. I called the store back and spoke to the Manager Gary and he said he apologized and he didn't know what happened. He said he would have the left eye contact shipped. and would credit my account $40.00 for the inconvenience. I waited once again for my order. And a week later, I still did not have the left eye. I called back on 9/29/2018 and spoke to a Holly or someone one with the letter "H" for the first name. She said that Gary was not in but he would be on Sunday at noon and she would have him give me a call. On Sunday he did not call me. I called the store again 10/01/18 and spoke with another lady sounded like the same lady and was told that he was with a patient and he would give me a callback. I still do not have my contacts for my left eye. And Gary is not returning my call. I do not appreciate the lack of professionalism. And I do not appreciate paying for something and not getting what I paid for. I do believe that I should be compensated more than $40 and that the Manager Gary should call me and apologize. This situation needs to be made right. I will appreciate a response from someone as to how this situation will be fixed.

Kimberly Turner [protected]

In January I purchased two pairs of glasses and another household member also bought his glasses at the same time. I requested warranty for my glasses - Armani Exchange. Today I went to the store to file a warranty claim for my glasses and I was advised that the warranty was purchased under te other family member glasses and since he returned them because the prescription was to high the warranty was returned as well. Because of a mistake made now I have no way of having my eye glasses repaired. I will also file a complain with the General Attorney and the CFPB. After doing business with LensCrafters for over 5 years and even having the credit card. I will no longer do business with LensCrafters

on may 24 2017 i purchased glass with the protection plan for a total of $321.96 Just recentluy i noticed they were not cleaning correctly I use the wipes which i purchased at lens crafters retured to the lwns crafters in RockawayTownsquare mall where the purchase was made I was told there was nothing they could do to help me with this as the warranty had expired I find this totally unacceptable Someone did not properly prepare theseglasses Sunglasses were also purchased my total bill for that day was $719.93 I believe lens crafters should accept responsibility and fix the glasses
I do not plan to return to any lens crafters for my eye needs as i feel i was not given proper instructions on the warranty

Earlier this month I selected a pair of brand name eyeglasses with a progressive lens and bifocals. They texted me a week later to let me know that the glasses were ready for pickup. I thought they did a good job with the initial measurements, however, afterwards the glasses slid down my nose at times and also fogged up for no apparent reason. I cleaned the glasses yet they still fogged up. I returned to the store a few days later and the manager made a lot of adjustments and said that he would order a new frame for me and that it would take a week. A week passed and I didn't hear from them so I called them and then they said the glasses were ready. In my opinion the glasses seemed to be the same as the ones I had before. One employee said that the frame had broke during shipment while the manager said that they were new. Unfortunately the glasses continued to fog up. I ended up getting a refund. What bothers me is that they should've been transparent to begin with about where the glasses came from instead of saying that they ordered a new frame when the frame came straight from the display counter. Also, a brand name pair of glasses shouldn't fog up or get dirty easily.

I purchased a pair of prescription sun glasses and eye glasses about 2 years ago. I been wearing glasses as far as I can remember and transitions lens since they been out. I had prescription eye glasses for 4 years in the past because my prescription didn't change so there was no need to spend money on a new pair. And I never had the transition coming off like this. On the right top corner of my lens looks horrible like I have a spot there and is also affecting my visibility.
I called the store where I purchased from at Columbiana mall in Columbia SC to be told that it was after a year and there was no warranty so all I could do was to purchase a new pair.
The lens is defective because the transition should not be coming off. I don't really believe that is how you guys do business and treat your costumers.
I am not a young person who abused or did something to the lens, I am almost 40 years old and again I been using the transition lenses for over 10 years and never had that happen.
How can we solve this issue?
Sincerely
Talita Bigelow

Had an eye exam today per doctors orders as I have Type II diabetes. Was charged the full price for the exam. Medicare and my part B coverages indicates that some of that exam is most certainly covered. when I questioned lens crafters they claim they "Do not participate" in Medicare. Sounds fishy to me ! Ref receipt # 4001237, Lens Crafters, York Mall, York PA

I recently went into Lens Crafters because I needed glasses right away. I broke mine and being a truck driver needed them asap. The employees at the Kalispell Location were not very helpful. This is not a busy location and the girl at the counter never walked out from behind the desk to show me glasses she pointed to where the frames were located. We spent some time picking out a frame. Neither employee was very interested in helping. I picked out a pair of frames, and found out this would be the frames used for my glasses. I know this is one hour however it does bother me that I am paying a large amount of money for frames that other people have tried on and stretched etc. When I went in to pick up the glasses. They handed them to me said how do they feel and sent me on my way. The right bow is too close to my head causing a pressure point on my head. The screw is loose on that bow also. I don't think the bifocal is located in the correct place either. I also feel that the price for what I received is very expensive. The cost before the discount was over 700.00 and when I was able to go to my eye doctor and get (2) pair of glasses the cost was only about the same price. I know it is difficult to get quality employees in this valley but for the price charged for my glasses I feel I should have gotten a better purchase experience and a better quality product. On a positive note I really like the doctor, he was gentle and professional.

I am now going to have to go into my eye doctor to get the glasses adjusted correctly which I am sure will be an additional cost. I do not trust this location to correct my glasses. So I am not sure what can be done to correct this situation.. A partial refund of the price would be appreciated. After reviewing my receipt I think I was actually overcharged. The frames were 40% off if you purchased lenses. I did. My receipt shows a 40% discount on the lenses but only about 9% off the frames. I completely don't understand.

Please email a response to [protected]@gmail.com
Keith

Hello, I was at lens Crafters store number 807in Gurnee Mills, Gurnee il today from 11:13-1:03 waiting on family to receive eye Care. As I was waiting I watched as the employee's talked bad about each customer coming in. Not only that the larger African American women who was helping people was playing with her shoes, pants. And even scratches her own butt at times. Does not wash her hands and then touches people's eye wear. When I asked the women her name she quickly covered her name and told me to leave.when I asked again she had a larger male from the store come up and threaten me and then called security. Luckily. I did record the whole conversation and everything that they were doing. I will make sure my family and friends do not ever return to that store. My family has gone there for years and never have I met people so nasty and rude. All the employees there covered their name when asked it. I thought I was able to know in case something like this we're to happen but I suppose not.im absolutely positive that you guys should have it on camera. Not only that but I do too. I'll also be filing a complaint for the employees verbally threatening me.i did show the police and already have a date scheduled for court for the verbal assualt

On 9/13/2018 I went to lens crafters to get my eyeglasses adjusted and their were 2 people adjusting them. So I didn't realize it till today on 9/19/2018 that they had scratched my frames because I don't use these everyday. So I went back to lens crafters today and they said there is nothing they can do because I didn't notice it the same day. And one lady that adjusted it that day was there today and she even admitted that she was adjusting my glasses but then started saying that they were already there... And also said that their tools doesn't scratch glasses but then if you don't know what you're doing you can oblivious scratch them because I'm pretty sure she was new she didn't look like she knew what she was doing and also she was warming up metal to adjust them and the other guy said to not do that only do it with plastic. So they weren't trying to help me they just said to call corporate. I just want my glasses fixed and lens crafters employees in Fairfield California inside of Macy's to have more training on adjusting glasses. I didn't quite get the names of the people that helped me but I can for sure get their names. So if I can please get some help...

Hi
I bought a pair of COACH sunglasses that were expensive and was happy the first few weeks then the lenses started falling out I got Them fixed 3 times in about month and a half
If I knew they r made that cheap I wouldve got different ones but for me to pay over $300 and the store associate Tells me there's nothing they can do is completely unacceptable Considering my family and I have been going there for years and spending our money there
I want a better replacement or refund.

I made an appointment at 2033 Santa Rosa Plz Santa Rosa, CA to get an eye exam. They told me they were out of network for my insurance, so I decided to find someone that WAS in network. I did not go to the scheduled eye exam. I find out weeks later after hours of phone calls between them and the insurance company that they billed my insurance for someone else's eye exam. I am now unable to make an appointment with anyone until this clears up (4-6 weeks, I was told after being put on hold for 20 minutes by multiple people at the Santa Rosa location).

These people are absolutely incompetent. They were completely unwilling to assist in any way or right the situation. They made an idiotic mistake and won't lift a finger to correct it.

I came into the Lenscrafters store expecting my scratched lenses to be replaced since I purchased only in May 2018. At the time I explained that I did not want scratch resistant coating since that was a problem in the past and didn't work for me. It was never explained to me that this is automatically applied and that the only other option would be to get Duralens, which if I heard this I would've absolutely chosen.

I did not purchase the warranty because I don't remember anybody having offered that. But even if they did and I chose not to it was because I assumed that no scratch resistant coating would be on the lenses and therefore no need for me to purchase this warranty. Also it was not explained to me that without the warranty the lenses would only be covered for 30 days.

So today I had to spend $235 and some change to purchase Duralens lenses that include a warranty that I don't really want but at this point I don't know what else might not have been communicated to me.

I am asking for a full refund of this amount since it was not communicated to me that the scratch resistant coating is automatically applied even though I said I did not want that, and that the Duralens would've been an option for me which I would've chosen.

The first manager that the sales associate called was cut and dry and could not care less about the fact that I've been a customer for decades and that all of my family are customers. They just said that they believe the salesperson over me in regards to having asked if I wanted a warranty. Then the sales associate contacted another manager and explained the situation about the Duralenss not having been offered to me as an option and I was given a $50 discount but still I should not pay anything and should have an apology, instead of having to pay over $235.

Also in between all of this when I contacted another store to try to get hold of a manager and explain the situation, the store representative I spoke to on the phone was trying to avoid having me talk to anybody and was rude and cold.

I feel that I was treated inappropriately and that my wishes were ignored when I purchased in May 2018, was not given the option to get the lenses that would have not have any coating on them, and I was not treated with respect or dignity.

Regardless of anything, a company should stand behind the product and when a coating is coming off glasses after five months and ruining them... then they should stand behind that product, warranty or not.

I contacted the 260 Sunrise Hwy, Valley Stream location to ask a couple questions I spoke with a rep name Melissa who was very rude rush answered 1 question then terminated the call I called back Melissa answered I advised her that she should not rush to terminate calls when a customers is not finish she replied you said thank you did you not I replied I said thank you to the question you answered but I was not finish she took a deep breath an said with an attitude mam how can I help you then told the rep she is rude can I speak with a supervisior I asked how did she get that position with that attitude she raised her voice and asked are you going to ask your question or what I said since you are the supervisor let me speak to a manager she got more hostile and said I am thr manager I asked for her last name and advised I will be calling Corporated she replied you dont need to know that tell them Melissa from the Valley Stream office then she terminated the call again, I called back the phone rang for 5 minutes and no representative picked up the call. My children are customers there for over a year and I do not appreciate that sort of treatment.

I'm a 65 year old female who has had no less than 30 + pair of glasses including sun glasses. I've cleaned my glasses the same way for the last 45 years with never a problem like I have now with the most expensive single pair of glasses I've ever purchased on 3-6-18. I didn't take the extended coverage policy when I purchased these lens because I've never had problems in he past with any lens. I noticed some spots on both of my lens that I've never seen before. Went back to the Lens Crafters location this last Friday (8-31) and had them look at the lens and I was told right away the lens coating was damaged by something I've used to clean the lens, and it would be over 300.00 to replace both the lens because I hadn't purchased the extended coverage offered. As mentioned I've been cleaning my glasses for over 45 years of my life and never had a situation where the coating on the lens was damaged. My husband purchased a pair of glasses the same day and we clean the lens the same way as we always have, he hasn't had a problem with his. I feel like I've purchased a defective product for the coating not to have lasted any longer than it did. I believe Lens Crafters at 4850 South 74th St. in Greenfield WI. [protected]-3200 should stand behind the product. The Receipt # is 6000004 dated 3-618 @10.53am. Sales order # [protected].

I had new glasses made in July at the Carmel Valley San Diego branch of Lernscrafters.. They were not fit for purpose, and I returned them and they ordered a new pair. Delivery would be around 3 weeks, which was a problem, as in 2 weeks I was moving to near Carlsbad CA. They said no problem, when they arrived, they would ship them to your Carlsbad location, who would call me. I moved on Monday of this week, and during the day had a call to say they were at Carlsbad, for me to collect. Yesterday, as I happened to be in Carlsbad, I took a local cab (I am 85, with cancer and disabled). The driver said that you have two locations there, which I did not know; the call did not mention that. He called the nearest, was put on hold for some 10 minutes, and then spoke to someone who was disinterested, unhelpful, and said the glasses were not there, and hung up. We then went to the mall, and drove around it 3 times, could not see it, and called them, to be told they were actually inside Macys. Again she was unhelpful, talked over him constantly, impolite and eventually found my file, and said they did not have the glasses, knew nothing about them, did not offer to investigate. I told the driver to hang up and take me home. That cost me $100 for the fare,
What do I want from Lenscrafters? 1. My glasses, 2. refund of $100 fare. 3. suitable compensation offer for the very real distress and stress this almost 2 hour journey caused me. I have the drivers number, and he is ready to confirm all this. He was as incensed by the incivility and unhelpfulness as I.

Glasses were ordered for "legally blind" grandson on 7/27/18 and fully paid for.
Ordered in name of Charles Lilly
Ordered from Lens Crafters located in Sandhills Shopping Center, Columbia, SC
Glasses were promised for delivery on multiple occasions and not received as promised on multiple occasions.
Multiple "explanations" offered for each delay
Was promised that "manager" would return call, after two different conversations with office staff, and attempt to rectify issue
Never received call from "manager" at any time, even with repeated attempts to check on glasses and be told that "manager will be in tomorrow" and will give you a call.
As of 8/27/18, I have still not received a call nor any satisfactory explanation why delay in delivery of glasses.

I had scheduled an eye exam for my husband and I we both have eye insurance. When we arrived at check in she doubled checked that we had eye med and finished check in. I completed all paperwork but had to set and wait to finish check in because she was busy talking about Maui vacation to someone who randomly walked in to store. This same person also asked for hazel contacts witch the employee went and grabbed some from the closet not charging the person or anything.
I finished my exam witch included contacts. I was walked out and pretty much for gotten. My husband did his exam and wants to try counts. After exam he set down to do teaching for contracts. She sat with him for a quick second explaining how to insert lens then she walked away after several trys on his own he got them in. Hes now told to take them out again she walks away. Several trys he gets them out. She proceeds to tell him he needs to put lens in and walks aways he was having a very hard time getting these in and no one helping him. After several minutes she comes back tells him he needs to hurry or he'll have to come back breathe dr is leaving. At that moment we see dr leave. My husband was very frustrated because he needed help has he has never used contact before
I went to go pay because on top of being told he had to come back I had an 8 week old baby to deal with through all this.
I went to pay a suddenly told I'm not covered for contact exam and given my total cost. I work in insurance department for a major hospital and if something is not covered I would never tell someone after the fact. This was very upsetting and unexpected. I also paid 100 for my husband contact exam that was never completed. I've never felt so rushed or ignored or taken advantage of.