LensCrafters Customer Service Complaints - page 2

Unbelievably unprofessional business! They called me an hour before my scheduled appointment and told me they were going to give my appointment away if a walk in were to get there before me. I live 40+ minutes away and was almost out the door. They said that they implemented a new policy that if the patient doesn't confirm their appointment they day before, they would automatically give my spot away. They literally gave me one chance to confirm and I had less than 24 hours notice. I checked all my text messages, emails and voicemails and only had ONE voicemail. He told me they sent out 2 messages and 2 emails and two voicemails. I had ONE freaking voicemail. A business that doesn't communicate and state their new policies upfront (that you have to confirm) and lies about how many messages they sent out, is automatically losing my business! I'm not one to go on a rant or write a bad review but guys... this was just a terrible experience!!! I was even planning on buying a few pairs of designer glasses with upgrades. Oh well, I guess they're not hurting...

A few years back I spent over $600. for a pair of glasses. After waiting two weeks, they arrived by mail. When I removed them from the package, I noticed both lenses were extremely smeared with some rainbow looking substance that, no matter what I did would not come off. At the time, I was pretty desperate for these glasses to arrive as my old ones had bee destroyed. I contacted customer service and was advised to return the smeared up glasses for replacement pair.... So I could wait yet another two weeks the new ones to arrive. This means I would not be able to see yet another two weeks. The smeared up glasses at least allowed me to see, just not that great. After some back and forth with the higher ups, I was advised to keep the smeared up ones... to get me through and they would send a replacement. Not long after that, I got an email stating my new glasses had been sent. A few days later I began receiving repeated emails saying my glasses were sent, even after receiving them! I contacted customer service about this and they stated they would look into it but it didn't stop. Only after I threatened to go to the corporate office, did the excessive emails stop! I believe I was being harassed by an employee or employees who maybe were being held accountable for the poor quality of my first pair of glasses! It's really pathetic that someone would think it's ok to send glasses that were that bad and then get upset when they're asked to do it right! I must say that the glasses are good quality but one shouldn't have to go through all this to get what you paid good money for! I won't go to Lenscrafters's ever again!

Needed my glasses adjusted and the manager helping me said my 30 days was over said she was not going to help me and shoved my glasses the entire length of the counter turned and walked away. Some manager Regina. The other service lady was very nice but went and hid. On our way out the manager came back and waved and said goodbye. We will never be back to Lens crafters.
I'll not be back.

FRAUD!!!!! On Feb. 9th I ordered new lenses at the LensCrafters at Bridgeport Village in Portland OR. During the sale, after my credit card had been approved and charged, there was a computer problem with completing the sale. I asked the manager to void the sale but she said that nothing had been charged because no receipt printed (having worked in IT for 30+ years I knew this was incorrect and that my card had been charged but she wouldn't believe that that is how POS systems work). The next week I sent her a copy of my bank statement clearly showing a charge of $617. She said it was a pending charge and would go away when it was plainly subtracted from my balance. After going into the store and letting the manager speak to my bank (who told her the charge had been posted and the merchant had been paid) she agreed to give me a refund - but only after I was compelled to be forceful about it. She said I'd get a check in 2-3 weeks but I haven't gotten it yet. I did get an email from "customer service" saying that they stood by their initial resolution and I would have to go to my bank to get the finds refunded. Everyone involved has been rude and willfully ignorant.
LensCrafters owes me $617.00 so my next step is to consult my lawyer and go to small claims court. Since I have all the documents from my bank I have no problem pursuing this until I get my money back. LensCrafters could make this all go away by simply issuing a refund but until they do that I'll just keep going. BTW, did you notice that there's no way to call and talk to a person on any of their websites?

My experience at Lenscrafters in Shopers World Brampton started very well, until I went to pick up my glasses and my field of vision was blurry with the new Progressive glasses. They tried to get my glasses right two more times and each time I could not see clearly, even though the prescription was rewritten. My old Progressive glasses are 6 1/2 years and I am still seeing very clearly from them. Now they are telling me that for over 30 years my previous Progressive glasses field of vision was wrong, and they have corrected that error, but my eyes are still accustomed to the old glasses. This is highly unlikely because I have gone to different places over the 30 years with no problem with peripheral vision measurement. They cannot admit that they made a mistake with the measurement. I requested my money back to go to another facility and they refused. Their policy was 30 days. As my glasses had to be made three times, of course I was beyond the 30 days. Never had my glasses for more than a week just to see if my vision would adjust to them. I'm very disappointed and very frustrated at this point. I would never recommend this facility to anyone. I will have to get new glasses made by a different facility who knows what they are doing.

Went in today feb 22 2023. To the LensCrafters in the Northridge Mall to return a pair of Ray-Bans that my aunt purchased them for my birthday on 02/16/2023 cash $$156.79 I have the receipt all I wanted was the cash back. Now they want her to go in because she bought them I don't***** understand if the ***** glasses where bought cash and I have the receipt why in the **** will they not give me the cash her phone # is on the receipt she's been buying glasses from them for decades that's why she paid cash just in case I didn't end up liking them for this reason. She just retired she's not in no mood to go back into the store for a return that they could do without her being there ....Now you guys just lost a good customer and all of her friends that work at almost every hospital out here in the valley. holly cross hospital valley preaspetarian hospital ucla medical and usc you guys are assed out so now when you see you're store closing down pretty soon because it will be like the walking dead no one will go into you're store because of you're xxxx xxxxxx policy that doesn't even state that the person on the receipt is the person that can return the glasses ?

Used Oceanside, CA LensCrafters to have an eye exam on 1/9/23. They changes my prescription from the prior exam I had with them.
Using their prescription, I has lens put in a pair of frames at another optical lab, but the prescription was WRONG.
I opened up 3 Customer Care Form Tickets which they closed without ever talking to me. They lied and said they left me a message, but no message or trace of their call on my cell.
Now for 3 days I have been playing call and speak to the store Mgr, who is NEVER available.
WORST customer service EVER, not to mention the double to triple price they charge for eyeglasses.
RUN, RUN, RUN if you ever think of using this worthless company.

I have been waiting over a month for my glasses! They called once yo tell me that they were in South Carolina (After 2.5 weeks). I called them and was told they were in Greensboro, NC and had to travel various places before arriving . This is the first time that I had to wait on glasses this long and my prescription has changed. I rather have a refund at this point!

Don't believe on the date that they commit to provide the glasses

This was the worse experience I ever has with purchasing glasses. Almost a month and my glasses are still processing. The customer service agent tried to say I was being rude because I said the this was ridiculous. I m not sure who is running the online site or if they are aware of the horrible service and customer service agents that are rude. I canceled my order. Spend good money and be mistreated. I don't think so

Horrible company to get your glasses done from.
You can't reach anyone for customer service and they provide you with defective lenses for which they overcharge. Go elsewhere to get your glasses done

Get your glasses anywhere else but LensCrafters ay the Northshore Mall in Peabody, MA. I went to LensCrafters on the advice of my Vision insurance provider. I ordered two pair of glasses on December 9, 2022. it's now January 14th, 2023 and I not only don't have my glasses yet, but they still can't tell me when I can expect them. I have spoken with local managers and a regional manager. They were very pleasant but ZERO help. I'm 67 years old. I need these glasses as my prescription has recently changed and my eyesight is poor. Never never again will I go to LensCrafters and I have instructed my Vision Insurance provider not to recommend them to anyone else.

I purchased a pair of glasses in May of 2022. These glasses are peeling in 3 different places on the lenses, the nose pieces have been replaced 3 times. Progressive lenses were put on the lenses, which was never discussed with me. Because of this, I struggle when driving both day & night, because everything is blurry to some degree. When I went back to LensCrafters on these 3 problems, I was advised they weren't under warranty anymore. There was nothing I could do prevent any of these problems.
I will NEVER buy another pair of glasses from LensCrafters or recommend LensCrafters to anyone.

Worst of all eye places where they try to charge you more than your coverage allows. Everything costs more. " You heed a dilation that is not covered," you need new frames since you can't use your old frames," etc etc. Not once did she look at the screen fir my coverage. I had a 250.00!yearly allowance from Aetna Vision. It might as well have been for a cup of coffee. I then went to Target Optical who were fair and appeared quite honest showing me my coverage on a screen and saying I could use my old frames if I signed a liability waiver. I didn't have to get dilation if I did not want it. What a difference. By the way , I walked out of LC and had a worker there " apologize."Big deal. Don't go near them!
PS- This is not the first time LC has tried to hoodwink me. It will be the last though.

Pathetic, they. Take your money and keep your glasses . I went to the LensCrafters at Vaughan Mills, Maple Ontario.
Took my money made scuba glasses not progressive. I was in there and two workers speaking hush hush sorry whispering, we are not dumb. Manager and all the staff rude. They picked it up from seeing the manager ignoring me. I paid I didn't want anything I didn't pay for. I've been battling a year. Finally I left with no glasses no replacement and I'm going to get them done else where.

how do they say they take your insurance and do exam and dialate pupils when done check out and get told they CAN NOT BILL MY INSURANCE BECAUSE IT WASNT Medical issues. I ended up paying 75.00 and they still refused to bill my insurance. Now my eye doc at home takes same insurance and does exams and gets my glasses through them. Describe whats medically needed . im friggin BLIND WITHOUT MY Glasses.

The lenscrafter in coconut point is great, good people and doctors. I've went here before and they were great. My prescription runs out in a month, and I ran out of contacts early. The lady calls me and says let's instead just reorder your old contacts for the year. My vision may have changed I want to get an appointment for my eyes and shouldn't buy another years round. I tell this to the women and she says okay. I come in at the time and she canceled my appointment. I came on time and it was the same women I spoke to and she said sorry but you're too late, when I was on time. She proceeds to tell me but you can order it and I explained AGAIN the situation. She said sorry there's nothing I can do and I'm not arguing with you. I talked in a passive voice and never once was aggressive, I ordered contacts due to me running out. The whole time I ordered with a great person who explained everything I needed etc. everything she walked by she snarled or something. I never argued with this women or got aggressive but she was the worst customer experience I've ever had, there is no common sense with this women. The establishment as a whole is good, but this one women at the desk and does the calls should be let go because what she did was ridiculous and did what was convenient for her.

I'm long time customer but today I been trading like horrible service I never go that place and I'm not recommending anybody

The most horrible customer service!!!
Bought 2 pair of glasses back in April in Boca Raton store, one pair has manufacturing damaged lenses. For over 6 months have been trying to resolve the dispute...
No returned phone calls from neither Customer Care dept or the corporate. The managers at the Boca store simply denied that the lenses in fact had manufacturing damage. Took glasses to a different store in NJ where the manager confirmed the damage was due to overheating during the assembly. All I want is to have them replace the lenses, but all I get offered is "an employee discount of 50%"...
I will never ever go back to Lense Crafters and especially the one in Boca Raton!!! If anybody can relay to this story, please share!!!

My experience start very well, until I went to go pick up my glasses and the prescription was wrong. They try to get my glasses right two more times and each time I could not see. At that point I requested my money back to go to another facility and they refused. Their policy was 30 days. As my glasses had to be made three times and each time in between was 2 to 3 weeks, of course I was beyond the 30 days. I never had my glasses for more than an hour just to try them out. I'm very disappointed because it cost me a lot of money I bought two pairs. I'm very frustrated and I cannot afford to keep buying glasses at that cost. I would expect a company like that to stand behind their work and if they cannot get it right to refund me my money. I will never ever recommend this facility to anyone of my friends or my family . As for me I am out over $700 and I have to go and try to get glasses made somewhere else. Very very very bad experience

Totally disgusted rude workers took 13 days to get my glasses first week I was told they were in their final stage few days later I was told there was a delay the third time I was told they were in yet and 5 minutes later I get a text from the headquarters saying they're ready for pickup so he did not bother to get up and look for them they we're already there and waiting for me even though he said they weren't after I got the glasses I totally would take a little while to adjust to them when I was driving I would get double vision in the left lens they told me the gentleman that took my order was no longer employed there and that he had made the rifles way too low they're exact words that I should have had no tint progressive but they were two weeks past their 30-day limit ridiculous said call the headquarters and make sure they knew the gentleman no longer work for them and he did the measurements totally wrong they tell you LensCrafters and you get sideline and not able to speak with anybody I'm totally discuss it I'm a veteran they knew exactly what I wanted when I got my glasses and they put $300 with a waste of money American veterans care with out of their way and send money was no limit and they would pay for them so money was not an issue yet I'm sitting with a pair of glasses that's worthless

LensCrafters Boca Raton Town center mall. Worst service. Forced to purchase better lenses because they did not have the one my insurance covered. And rhe purposely out very thick lenses that did not fit so I would be force to spend more money. That place is a SCAm

I bought the glasses 6/7/2022, I have not received them yet, its been four weeks and I would like to also mention about the super rude supervisor. I had a poor experience and will not go back again.

I went to LensCrafters at PGA Mall on Sunday, July 3rd. Address: 3101 PGA Blvd., Suite A101, Palm Beach Gardens, FL 33410. I arrived there to pick up my Michael Kors glasses with new prescription. Upon arrival, the lady at the customer service counter in the main area was rude right off the bat as I walked up. She gave no courtesy such as a Good Afternoon how may I help you type of greeting. Instead, after my hello, how are you with a smile. She glanced at me and said, "I'm with another customer. You can go and sit over there" and pointed with her head down while at the counter. I was appalled at her attituded and did not hesitate to stop her, and immediately told her that I did not like her attitude and put her on the spot right where she was standing. She then took on the victim mentality as if she did nothing wrong. I locked eyes with her and repeated to her that I did NOT like her attitude and that I was not a "second-hand person" walking up in their store. My family and I have been a customer with PGA LensCrafters for years and we spend good money there on eye care. She proceeded to "wave" me off with a flick of her hand and wrist and told her coworker to "handle me". I have NEVER had any run-ins with LensCrafters personnel. She was the first (and trust me) it will be the last time that she disrespects a customer. I made sure when I checked her on the spot, that I had witnesses (of other customers) for all to see how she treated me upon arrival. I was also not happy after spending $194 for the eye exam a couple days prior and THEN an additional $355.97 for my lenses only (as I used my same Michael Kors frames for the new prescription) all paid for in advance. So, I basically owed nothing on this day that I arrived to pick up my glasses. With that all said, to be treated as I was, as a "paid in full" customer is not to be tolerated. LensCrafters had my money (lots of it) and I was treated like a second-class citizen. Not to mention, I was the ONLY Black customer standing there in the store that afternoon when this incident occurred. At that point, I began to wonder if this woman was racist or bias and perhaps she profiled me the minute I walked in. It is possible. It's funny how people treat you and have no idea about your true background. Me...an established African-Anerican female living in a $600,000.00 home, with a Maserati SUV, making $90,000.00 per year at a Fortune 500 company. I am by no means "second-class" but was treated like one. LensCrafters needs to provide refresher "sensitivity trainings" to all personnel who handle the front lobby areas of their store so that they truly learn how to greet customers who patronize their stores because you never know who's going to walk into your stores to keep you in business. By the way, our family attorney is Willie Gary & Associates. He's known for taking down large corporations and never loses a case, so...we can take it there if needed. I would appreciate an apololgy for how I was treated yesterday. Oh, and I left my glasses(that were ready) because the left lens is still loose. They need to FIX IT TO ENSURE THE LEFT LENSE IS SECURE before they call me to pick my glasses back up. Three strikes to get it right this last time. Unlike your lady in the front lobby handling glasses and frames, I have manners, so thank you kindly for tending to this matter.

Return a pair of glasses several weeks ago. Got another eye exam and Returned to Lenscrafters to purchase another pair of glasses. On recieving the bill noted an increase in price from the previous glasses. The new pair was 70$ more even though the lens were cheaper by 200$ on the new pair. When asked about it the manager said he didn't want to argue about it and that was the price. I explained I wasn't arguing but trying to understand how could this be. His response was I don't know but this is the price. I paid for it to get a receipt to compare with the first purchase. If I didn't want the problem to be solved I wouldn't have purchase the glasses and walked because of the attitude I was experiencing.