LensCrafters Customer Service Complaints - page 3

Lens Crafters at Macy's in Buford Georgia.

Rude and totally unprofessional! i was told to drop off my glasses for repair and there was only one other in the store. I asked if I could wait until he was done with her and he said I would still have to leave them. He told me he had other duties to attend too. Customer service is NO priority to these folks. Went on to America Best and they fixed them on the spot with no drop off or waiting. I will never use Lens Crafters again. They do not have their priorities straight in that store. No customer service and I bought my $600 Ray Ban from them. Never never again,

I purchased a pr. of glasses from your Newport News,VA branch last week. I'm satisfied w/ the eye exam staff & the young lady I purchased my glasses from was very helpful. I was not happy however to hear that Lens Craftersno longer gives out the pre moistened towelettes to clean glasses. Glasses are pretty expensive & you all used to provide these w/ purchases. I called your customer helpline & told of this experience. The young lady asked me to hold & said she'd get back to me. I held for 10 minutes & was disconnected. I redialed & got frustrated because the list of options doesn't list my situation. That's why I'm texting you.When I got back on my cell phone, the 2nd time, (the 1st time I was on my landline), I got to see customer comments. I guess you all can't be bothered to read them, you should. A lot of your customers aren't happy w/ your services. I've done business w/ your company, in various states, for over 30 years. But your service is slipping, in my case, w/ regards to my request for some free towelettes, which you used to tuck quite a few, into customer's bags. Little touches often mean a lot. I was told NO, you no longer do that. So now, I'll tell you NO, I'll no longer be shopping @ Lens Crafters for future purchases.
Mrs. Christina Yankson

On May 12, 2022, I had an appointment at the 121 Court St location in Brooklyn, NY. My order was for two pair of glasses (general use and reading) totaling $587.92. I was told a text would be sent once they were ready. On May 14, I received a text that my glasses were ready but when I went to pick them up, I was told my reading glasses were not ready and it takes at least two weeks. Fast forward to today, May 27, 2022 and upon calling I was put on hold twice and hung up on twice and still have no idea when my reading glasses will be ready. The following Mission and Vision Statements appear on LensCrafters website:
LensCrafters Mission Statement
Our goal is we pride ourselves on unparalleled customer service. Whether it's our easy-to-schedule eye exams, or making sure you have all the help you need to find the perfect frames, we got you covered
LensCrafters Vision Statement
At LensCrafters, our highest calling is your vision how you see and experience the world around you. We're here to ensure that, every day, you re seeing your world in perfect clarity.
Unfortunately, my phone experience today was substandard customer service and my experience was totally insulting.

I replaced my sunglasses at Lens Crafters three weeks ago.
I paid in full and told new glasses would be ready in six days.
Glasses delivered just within 3 weeks
My check in advance was processed the same day I wrote it.
Cost to replace lens was $552 and I went to my independent regular guy quoted me $145 today.
Last time I'll use Lens crafters.

It has been 3 weeks since I ordered my glasses. I was told 2 -3 weeks before they would be done. I called and asked about them and I was told that coincidentally, they received an email that same morning stating there was some breakage during the production process and they are "monitoring" the situation; I would get a call when my glasses were complete. Now, mind you, I did get a little aggravated while ordering my glasses which took 2 hours, and after that 2 hours of the girl repeating what progressive lenses are and how they work, I asked if we could just order the glasses already. I am not a stupid person, I understand what people say when they talk to me so why she thought I needed to be told 1000 times what progressive lenses are and how they work is beyond me. Then she told me my first frame selection would not work for progressive lenses, I picked another frame, they would not work, I picked another frame, they would not work but my original selection would work so we can use them. After 2 hours, I paid the $600 for my glasses and finally left the store. All that being said, when I called and was told there was "breakage" during production the person that answered the phone was "giggling" while she was telling me my glasses were broken several times while being made. I would like to know what "breakage" means and why the person on the phone thought it was so funny. I paid ALOT for my glasses and paid ALOT with my patience while it took 2 hours to order my glasses. I have been wearing glasses for over 40 years and it has NEVER taken 2 hours to order glasses. So, what does breakage mean and why is that funny? The location is Peachtree City, GA.

I visited you lenscrafters store last year I got a pair of prescription oakleys and also got insurance. From I signed up I spoke with the associate that I was an international customer and that I lived in the bahamas, I received my prescription glasses and it was not right prescription.i had to take a trip that cost me some $500.00 to get the right alignment,after leaving the shop it was one problem after the other with the order and prescription, finally after 3 months I gat the the glasses, there was always an apology or some type story.i accepted that and eventually I got them. Fast forwarding to present I had a accident with my glasses on the 25th of April I called the following day I spoke with an associate his name is Oscar in reference to what had taken place he then checked to see if I had insurance l,I replied and said yes, he then ask if the Fram and lens was destroyed I said yes and I also said that I live nassau bahamas, he said not a problem, he said that It will cost me $25.00 for lens replacement and $25.00 for the frame and I had to pay first, I give him my credit card information and he finalized the process, I also said to him that I can take pictures of the broken lens and frames because I was not able to return to the u.s. for about three months, but my sister will be able to get them back to me in nassau, he stated that it will be an additional $10.00 ti ship I said it's not a problem but I really need my glasses.
The following day I received a email stating that I will not be able to get the new glasses until I return the broken one, I later called and spoke with Oscar again he said he understood but Rynaldo was the manager and he instructed him not to send it or give me it until I bring in the broken ones, I again explained to him that I would no be able to come until 2 to 3 months he said he understands and that he will speak to Rynaldo the manager again to see what can be done.
I never received a call or a email from the store as yet.
I am writing because I am very disappointed in the service and the treatment that I have received as a customer, the mere fact is when lenscrafters was inconveniencing me for a few months I understood I was never rude or hostile to the employee and now I need my glasses the email was very rude and blunt towards me.i am now asking for intervention and apology on my behalf because I feel that it was wrong rude and inconsiderate towards me.

My family have been a customer since around 1996. I normally get full warranty coverage but with my husband closing his business do to covid (lack of business) I only took the scratch resisted. Less than a year later the film on my lenses started to peel do to scratches on told. I was told I had normal wear but with out the full Eyewear protection plan warranty there was nothing they could do. My warranty was only for 30 days. It would cost $300 to replace my lenses which I could not afford. So you need to decide after spending $500 for glasses do you want to pay for scratch resistance which doesn't last or only pay for the eyewear protection plan which covers almost everything. Doesn't make sense to pay for both. Very unhappy customer.

Went to a the LensCrafters in Four Seasons Mall in Greensboro, NC and let me tell you what a complete waste of my time it has been ! I originally went in January to have an eye exam, doctor prescribed me contacts. I paid $200 for a sitting fee that was covered by my insurance. Fast forward to the month of March 1( seven weeks later) I get a call that my contacts are in and that I have to make an appointment to pick them up. I made my appointment, went to the location and wasn't even seen by my eye doctor. They sit me in this room and ask me to put the contacts in (I never had contacts before) by myself. After a few minutes a lady comes in and asks me why I'm not done yet and I explain to her I never wore contacts before. She barely assists me and proceeds to tell me that no one in the office can help me and that I would need to go to another location to get assistance. When I arrive at the front desk I ask for my refund for the sitting fee and they're dumbfounded. After explaining what happened they decide to look in my chart and tell me that I will be issued a refund check from the home office. They didn't allow me to bring my contacts home and the whole experience has been very unprofessional and tiresome. These people need to be retrained on reading charts and actually documenting about the patient. I would avoid LensCrafters all together because the staff cannot meet your basic needs.

I went to your store in old saybrook and the eye doctor there prescribed the wrong strength. I have called this physician at least four times and went into the facility a few times. They replaced the lenses once but I still have trouble seeing and physically can't wear them. They are to strong then went to another lens crafters and they told me they are to strong and they could go down a notch or two. The physicians office in old saybrook blamed the lens crafters every time I called she said come back when your year is up and get another exam your insurance will pay. How about the 400. Dollars I spent. Just down the drain. What a poor way to run a business your physician should be ashamed of the way I was treated I was told three times he would return the call of course he didn't even the manager stated someone would get back to me. There has been no answer except come for another exam. What a rip off

Very bad experience. i have been with lenscrafter for more than 4 years. all our family 4 of us everyyear do eye checkup and order classes. usually they take 2 weeks to delivery the ordered classes. which it self is too much time comparing with other stores. this year i ordered class on jan1st 2022. till date it is not yet ready and i was told it is about to be shipped and it might take another 2 to 3 days. I do not not understand why the delivery days are keep increasing year by year. usually stores will improve in customer satisfaction but it is reverse with Lenscraft. when i called shop to check status i was told this is what system is showing. if i say it is taking too long not satisfied representative from store, she asked me whether i would like to cancel the order. i have never seen this kind of customer service so far. Usually store people will help us to understand or call the center to see how they can speed up the process. i will never recomment any of my friends to lenscraft.

Called looking for a time frame for my glasses, they said they would call me back. I called back after 4 hours to be told that they are waiting for a response from a manager. If you called the company that is making them why do you need the manager. Totally disappointed, never Hoi h there again

Tom's River Eye Associates in Ocean County Mall Toms River Nj
WORST CUSTOMER SERVICE YOU CAN EXPECT. Wouldn't even give it a zero. Had 1130 appointment but they do not have any signs that they are in lens crafters. Called them at 11:35 to find out where they were located and was told my appointment was canceled because I was not there on time. Interesting when I told them I would wait they said NO There Drs run a very tight schedule. DON'T BE A MINUTE LATE OR YOU WILL BE OUT OF LUCK. Horrible CS should be ashamed that they are having no compassion for patients when frankly they have no directions for their location.

Horrible service at the lens crafters on Hillsdale in San Mateo California. I have no glasses they lost and on my last pair of contacts with a scratch on them my prescription expired in October I asked to order 1 box of contacts just to make it to my next appointment which is December 10 all they had available the doctor refused to extend the prescription and no one gave a duck can't see without contacts or glasses. I'm a RN how am I suppose to work without glasses air contacts you have no emergency system in place!!!!!!

I made an appointment through Lenscrafters for an EYE-Exam and when because Lenscrafters said they took my insurance. When I got there the office said they did not take my insurance that they were seprate from Lenscrafters. They were going to change me $$$$ out of pocket when my insurance I only pay $10 copay. I told the Lenscrafters they did not take my insurance and they said well they are and independent office its not us its them. Well if your making a false appointment through Lenscrafters website knowing I have insurance XYZ and you take it by the optomologist does not that's on you not them.

Worst service ever at your Lancaster, Pa Park City Center location. New staff needed!! You just lost a loyal customer and I'll make sure to advice my friends to stay clear of that location. From the man approaching me when I entered to the young lady who picked up my glasses and treating them like garbage to her smartass replies.

I went to LensCrafters in Cherry Hill for glasses because I liked their selection of frames and wanted to get a pair with my prescription in them. The service when I purchased them in August was great but, I was told that I would have my glasses ready within the 7 day window and it's a month later and still no glasses. I walked in the store to see if they came in and called to check on the status and each time, they would give me a different time frame on the arrival and today, was given the ol' "oh, any day now." I've tried to be nice about it but, after a month....I'm ready to ask for a refund and go elsewhere so I no longer have to deal with misrepresentation and bad eyesight. If you're going to go to a LensCrafters, go anywhere but, this one and save yourself the aggravation.

Horrible, horrible horrible, first, when I called to verify they were in my insurancw network, I was assured thet were, I made an appointment, submitted to mu insurance company and lo and behold, they did not tell me the truth. When the eye exam took place the DR said he saw somethingg "suspicious" and wanted to refer me to a specialist. I think he gets kick backs because he asked 3 or 4 times would I accept the referral. I went to this appointment and $500 later, they found nothing. So thank you lenscrafters for being so hard up for a little business that you feel it is necessary to lie just to make a buck and kickbacks. Never again will I use your store and I will tell everyone I know of how you "take care of your customers" Shame on you and you will have to deal with the consequences of you actions one of these days.

LensCrafters at 571 Linton blvd Delray Beach Fl.
This was the last time I will ever use them. I have had an eye appointment for a year now. Since my last exam.
1130 appt that I showed up at 11:15 am today was awful.
Waited 5o minutes for doctor. When he finally comes out he calls for another patient name. Its now 12:05. I say I have an 11:30 appt and he tells me to wait. I waited 1/2 hour for person before me. And now I supposed to wait for another person. I walked out being very dissatisfied.
The more I think about experience the more I am sure I will never use LensCrafters again. I will let everyone I know what an unpleasant experience to be had. I spend an average of $1000 dollars a year on eyewear and will be happy to go to Costco optical. For less money and better experience. Never , never, again.

I purchased 2 pairs of glasses from your retail outlet in Topanga Canyon Woodland Hills Caifornia. The discounts given are complete shams, for example get a second pair at 40 or 50% off. My first pair came to about $400 and the second's discount was about $20 because the first pair was supposedly discounted. I was also told I would have my glasses by 14 days but when I went into the store I was told that it will take 21 days. If I hadn't gone into the store I would not have learned this. The prices are significantly higher than other companies and the service is absolutely terrible. I am done with LENSCRAFTERS.

Irecently purchased new lenses thru your insurance plan. When I picked my glasses up I was unable to see thru them. After arguing with the employee that I couldn't see right and get to tell me over and over it is my prescription. She finally took them to the back. She came back 15 min later and told me the lab me them wrong. That my prescription was too high and they needed to be remade. I asked her if they could expedite the process, she told me no. I called today 6 days after the were ordered and asked the status. I was told the 23rd. I called back again and asked for a manager. Explained I am wearing old glasses that are taped on one side and glue on the other. She told me they see complete now we have to wait for them to be shipped. Asked why if today is the 14th they were complete on the 13th why 10 days. Because no one ever knows that answer and no one can ever call the lab. I have used Lenscrafters for years and am very disappointed with the responses I have received. It was not my mistake they were made incorrectly yet I have to wait. There really needs to be a better system for customers that are being inconvenienced by the labs mistakes.

I have been with LensCrafters since 2013 going to Hemet, CA store. They were great and customer service was great and staff genuinely cared about their patients. Management changed approximately 2017-18 and the service went down hill.
2017-18 my information not even basic patient information was on file and had to provide my basic information yearly when my exam was done. Today I was pushed to my limit with patience by KAREN, I was talking about my insurance. Once again my information was wrong, when attempting to clarify it with KAREN, vent that as a long time patient of that exact store it is unacceptable my basic information is not on file. All I was was she wasn't the I've been dealing with, she didn't do it and I shouldn't be complaining about her, she does nothing wrong. With her attitude I asked for her name and a supervisor/ manager.. KAREN said she getting a manager, I asked her name again as she was putting me on hold ... she replied KAREN I just told you.. I told her she was being a bxxxx. She stated I shouldn't be calling staff a bxxxx... clarified I wasn't referring to staff, I was referring to her, for her attitude and how she handles customers especially long time loyal customers/patients. Paige her "manager" came on the phone. I told Paige I did call KAREN a bxxxx, the persistent issues since management has changed. Also her staff and KAREN need to be reminded it's customer like myself as why they all have jobs. I'm hoping something can be done about the decline in the service and how customers/patience are treated. Dr is amazing. Sadly if nothing is done I will take my business else where. I spend close $2000 a year if not more annually on my eye wear. My son also goes ther and spend about the same....

Corporate I hope you take this complaint seriously from a long time loyal customer who doesn't deserve to be treated in such a manner.

I have been with LensCrafters since 2013 going to Hemet, CA store. They were great and customer service was great and staff genuinely cared about their patients. Management changed approximately 2017-18 and the service went down hill.
2017-18 my information not even basic patient information was on file and had to provide my basic information yearly when my exam was done. Today I was pushed to my limit with patience by KAREN, I was talking about my insurance. Once again my information was wrong, when attempting to clarify it with KAREN, vent that as a long time patient of that exact store it is unacceptable my basic information is not on file. All I was was she wasn't the I've been dealing with, she didn't do it and I shouldn't be complaining about her, she does nothing wrong. With her attitude I asked for her name and a supervisor/ manager.. KAREN said she getting a manager, I asked her name again as she was putting me on hold ... she replied KAREN I just told you.. I told her she was being a bxxxx. She stated I shouldn't be calling staff a bxxxx... clarified I wasn't referring to staff, I was referring to her, for her attitude and how she handles customers especially long time loyal customers/patients. Paige her "manager" came on the phone. I told Paige I did call KAREN a bxxxx, the persistent issues since management has changed. Also her staff and KAREN need to be reminded it's customer like myself as why they all have jobs. I'm hoping something can be done about the decline in the service and how customers/patience are treated. Dr is amazing. Sadly if nothing is done I will take my business else where. I spend close $2000 a year if not more annually on my eye wear. My son also goes ther and spend about the same....

Corporate I hope you take this complaint seriously from a long time loyal customer who doesn't deserve to be treated in such a manner.

I purchased my Burberry glasses in Fairview Tx on April 20 2021. Shortly after my husband passed from cancer. May I also add that this store is an hour's drive one way. Within a few weeks the paint on my glasses (black) started peeling and the lens on one eye isn't installed properly as the knot of nylon thread is protruding which in my opinion is why the paint is peeling off because it's in a bind.
The personnel at this store are very rude and have not a bit of empathy. Even tho I purchased the "warranty " evidently it's useless unless you want to o pay even more!

I walked into the Victorville Mall location of LensCrafters on Friday, July 30, 2021, and made an eye exam appointment for both my husband and myself, and was given appointments the following week, Monday, August 2, 2021. On Saturday, a young lady called and confirmed our Monday appointments, which I DID confirm. On Monday, afternoon my husband is called and told that his appointment was canceled because he never confirmed? I called the office right back and argued that we DID make appointments and we DID confirm our appointments. The woman on the phone identified herself as "one of the managers" no name, talked over me, talked down to me and was very dismissive. She would not listen to me or allow me to make my point. I told her we WOULD be at our scheduled appointments on time and expected to be seen on time.
When we got to the store (early), I asked to speak to the manager, and I recognized her voice. Again she was rude, condescending, talking over me and not allowing me to have my say. I told her that it was completely unprofessional to cancel an appointment after confirming, and giving us another time/day without regard to our own schedules. She just kept talking over me, which made me even more angry than I already was. I told her that I respected her time by being on time, and I resented that she was not respecting my time, and that she was being so rude. She continued her dismissive tone. She told me that the doctor was actually the one who required the cancelation because she drives many miles to get to this location. I have no idea what that had to do with our appointment being canceled, or why I deserved her rude behavior. I spoke with the doctor privately, and she said she required no such thing. This woman who "said" she was the manager, was the ONLY person there without a nametag. She never gave me her name. I told her that she could have just listened to me, and apologized for what was clearly the mistake of the girl who confirmed. Dripping with sarcasm, she says, "I'm sorry.....I'm sorry....I'm sorry," and she walks off. We were seen, and we did get our prescriptions. But, I do not want to go back to that store EVER. Before I became a doctor, I had several sales jobs to pay for school. I was trained over and over that you always treat your customers with consideration. When they are upset, allow them to talk, and then try your best to meet their request. I got none of this from this person. She has no business being anywhere near sales or customer service because she clearly has no control of her voice. Added to this, while I was waiting to see the doctor, another older gentleman came in requesting his glasses. He said he was told that the store would call when his glasses were ready, but it had been over a month and he had received no call. This "manager" woman apologized profusely to him.
This is no way to treat people who you want continued business from. I do not feel like I will ever come back to the Victorville LensCrafters store. My son used to work for LensCrafters in San Diego and I KNOW that LensCrafters has high expectations for their employees. This woman definitely needs more training in being a courteous and considerate sales manager.

Warwick RI Warwick Mall Store

Not happy with the service given to my daughter. Frame prices were double what other places charge for the exact same frame. They don't offer price match either. Never again will I purchase from LensCrafters.