LensCrafters was founded in 1983 by former Procter & Gamble manager E. Dean Butler. Butler sold the company to United States Shoe Corporation in 1985 but remained as president and CEO until 1987.
The company is an international retailer of prescription glasses, prescription sunglasses and contact lenses. LensCrafters originally had just a single store in 1983 but now has more than 850 stores throughout the U.S., Canada, Hong Kong, Puerto Rico, and more than 90 locations in California alone.
LensCrafters is a subsidiary of Luxottica, which is the largest eye wear company in the world and is based out of Italy. Luxottica saw increased revenue in 2014 of more than 18%, fueled by demand for Ray Ban brand sunglasses in particular.
LensCrafters company parent, Luxottica, suffered a hacking incident in late September 2020. Websites remain unavailable at this time.
In February 2020, LensCrafters opened their first store location in Delhi, India.
LensCrafters maintains a corporate office in Mason, Ohio.
LensCrafters was founded in 1983 by former Procter & Gamble manager E. Dean Butler. Butler sold the company to United States Shoe Corporation in 1985 but remained as president and CEO until 1987.
History
The company is an international retailer of prescription glasses, prescription sunglasses and contact lenses. LensCrafters originally had just a single store in 1983 but now has more than 850 stores throughout the U.S., Canada, Hong Kong, Puerto Rico, and more than 90 locations in California alone.
LensCrafters is a subsidiary of Luxottica, which is the largest eye wear company in the world and is based out of Italy. Luxottica saw increased revenue in 2014 of more than 18%, fueled by demand for Ray Ban brand sunglasses in particular.
LensCrafters company parent, Luxottica, suffered a hacking incident in late September 2020. Websites remain unavailable at this time.
In February 2020, LensCrafters opened their first store location in Delhi, India.
LensCrafters maintains a corporate office in Mason, Ohio.
To whom it may concern, I have had a bad experience with the location in the Mall of Abilene, TX. I got two pairs of glasses, one pair for every day use and a pair of safety/work glasses. My everyday glasses I had to take back up there two different times and still cannot see out of them. They indicated I only had 30 days, however this was beyond my control and I feel they should make it right considering I’ve paid for the glasses as well as paying for my safety glasses, which mind you, I’ve had to take my safety glasses up three times! I still cannot see out of them either. They are telling me that my 30 days is up. How can they hold this against me when they had both pairs of glasses during those 30 days?? On top of that, once I got my every day glasses within one week the frame broke. Not because they were dropped or something I did on my part, but I feel it was because of them when they were trying to fix them. With that said, I ended up paying another $200+ on new frames. I feel it was not handled correctly nor fairly. Myself, wife and son have used lens crafters for many years, but seems the past couple of prescriptions they cannot seem to get correct. What can I do with my glasses that I have paid a lot of money for and can’t use them?? Please help!
Thank you,
Elwyn Raborn
Ph: 325-370-XXXX
Recently did some comparison shopping online. Went into the store to make my purchase. I learned that the online pricing doesn’t match that of the store and the store doesn’t honor the online pricing.
So I proceed to pick out my frames and provide my Rx and showed a screenshot of what I wanted for lenses. Exactly what I wanted.
I reviewed what they entered into the iPad ordering system. It didn’t match what I had spec’d online and was told the store system did not match what I found online.
I asked if what I had in the screenshot is what was in the iPad. I was told it was. I was also told the online system did not match the iPad, nor the register.
I paid. I waited. A week later I pick up my new glasses.
I start seeing reflections, which shouldn’t have happened because as far as I knew I had Anti-reflective treatment. I called the store and was told I hadn’t ordered that. I was able to see just fine, except for the reflections.
So I pay again. Wait another week. The lenses are in. I go in the first chance to get them. The store tells me thank you. We will call you when they are ready, the lab wasn’t in and won’t be for another hour. Now I am required by law to wear them to drive. I also can’t return to the old Rx as it caused a migraine after trying them for 10 minutes.
I left to go to a family event and my family cancelled plans so I could go back and get the lenses swapped out. The lenses were exchanged and now I have no reflections but I can’t read something at 10′ like I was on the old lenses.
I have also given my eyes, 2+ weeks to give my eyes to adjust before making this comment.
What does customer service say? You have to deal with the store. Corporate customer service can’t help with brick & mortar issues.
The voicemail I get from the store says they will be there until 4pm but I can NOT return the call until after I am done with work. I work 8-5 and they are open 9-6 but only available until 4pm.
Plus, top it off. The store has no voicemail available for me to leave a return message. So I have voicemails from the store with now way to leave a message for the person who called me and only able to communicate with customer service who doesn’t want to deal with me.
I doubt I will ever deal with this business again.
I will be reaching out to my MD to verify that the store didn’t mess up a second time.
I have been a customer of Lenscrafters,, multiple offices, since it’s inception. I’m a consumer who’s committed to Lenscrafters brands of eyeglasses for myself and my family.
I was mailed a card for FREE prescription sun lenses with the purchase of a complete pair, using code 757728. The offer expired 7/18/21. I tried to make a doctor’s appointment before the expiration date, as I assumed my vision had changed and I’d need a new prescription, and that was the case. I called twice to check for a sooner appointment, but was unable to get an appointment before the expiration date of the free offer. My appointment was July 24th, so I was ineligible for the FREE offer, and paid over $791 for 2 pair of glasses at the Chicago Ridge store. I do not have insurance for eyeglass or eye doctor’s services, so this total amount was paid out of pocket. Since not being able to get a sooner appointment was not my fault, and I lost the opportunity to save a SUBSTANTIAL amount of money, I’m asking for consideration of another similar offer. I believe Lenscrafters sent me this offer as a reward because I am a long-time customer, and it’s unfortunate and costly to me that I wasn’t able to use it. Please let me know what you can offer.
After calling LensCrafters to see if I could bring my 88 year old bed ridden mothers script in and get her a pair of reading glasses they said yes of course. Upon arriving I told them I needed a pair of reading glasses and pulled out the script. I said it was for my mother. They said it’s policy that the person getting the glasses has to be there. I said my mother is 88 and bed ridden. They didn’t give a crap. Just said it’s policy. Scum of the earth. I said she would need an ambulance to get here. It’s policy. Scum of the earth. I hope the internet eye wear companies take out LensCrafters ASAP. Scums if the earth.
I agree
I have been a LensCrafters Connecticut customer for over twenty years. My husband and I have yearly checkups and purchased glasses for him, contact lenses and sometimes eyeglasses for me as well.
Up until COVID in 2020, we have never experienced any problems with your establishment.
My sister always chooses another eyeglass places for her vision issues because she has no confidence in your services and quality. But, I have stayed with your business because I am treated kindly, respectfully, and with genuine concern for my satisfaction.
This excellent service changed on Friday, March 5, 2021.
After our eye exam at LensCrafters with Dr. Jenkins, my husband and I proceeded to look for his new glasses. I asked to speak to the manager as I am very dissatisfied with my eyeglasses purchased in 2020.
I explained to the female manager that I can’t see when using these glasses. They are progressives. The demarcations for where I should be able to read is too low and I truly have a problem. So I wear my contacts and other reading glasses that also were purchased at LensCrafters. She seemed unsympathetic to my issue!
The manager dismissed my issue immediately saying that the glasses were purchased over a year ago. I explained that I hadn’t worn them as I was wearing my other glasses and contacts. I couldn’t see out of them and felt very uncomfortable with them!
Her reply was, “ Why did you wait so long?” Again, I stated that COVID happened in the entire United States! Your store and others were closed. I was quarantined -staying home as per the state mandate. The timeline and the one year policy doesn’t apply due to the pandemic and the restrictions with going out in public. She didn’t care.
So, now that restrictions are lifted was the time to venture out and discuss my problem with these glasses. I am a sixty-five year old woman and have been vaccinated. I made my eye exam appointment for my husband and I and off we went.
I expect the problem to be fixedI don’t expect a new pair free, but I do expect some retribution as this is clearly an issue on your end. The glasses were incorrectly fitted and need to be fixed. I understand your policy with regards to eyeglass issues, but that needs to beamended given the state affairs.
I look forward to your prompt reply.
Sincerely,
Rose M Poirier
Portland, CT
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It is remarkable that Lenscrafters makes it impossible to lodge a complaint. I have tried every which way to no avail. I have a complaint relating to the professionalism of one of your store managers and there is no way to complain about this. Please help!
CEO: Eric Anderson
CFO: Joe Pflanz
COO: Seth McLaughlin
Can you please help I’ve been trying to fixed my Cartier glasses for the last four months, and no one is willing to help. I’ve followed all the necessary steps of sending pictures and the representatives are telling me I either have to wait for 6 months since October (via calling the store) or the they gonna replace via (phone voicemail )or unable to fixed (via email )that I’ have a copy of.
I need your assistance I purchased the products from your company and the company should assist me if something goes wrong.
This is my third email to Lens Crafters. Please fixed your customer service system.
CEO: Eric Anderson
CFO: Joe Pflanz
COO: Seth McLaughlin
I’m very dissatisfied with LensCrafters service. Couple months ago. I purchased Cartier eyewear from Luxottica North America LensCrafters located at 1166 Avenue of the Americas, New York and I had an accident. I went back to the store to get my eyewear fixed . The representative from the store told me that it that they are NOT responsible to fixed my glasses, I contact the manufacturer . When I contacted Cartier they told me that all authorized dealers are responsible to fixed or replace the eyewear. I escalated my concerns to the headquarters and they asked me send pictures and as of today I’m still at square one .
LensCrafters should not be practicing dishonesty policy with clients who spends their hard earned income for reputable service.
I know you’re extremely busy whenever you have a moment please look into this matter so we can resolve this problem.
Thankfully
On September 15, 2020, I visited LENSCRAFTERS located in the Fayette Pavilion, 160 Pavilion Pkwy, Fayetteville, GA 30214. The purpose of my visit to LENSCRAFTERS: a meager slight frame adjustment that should have taken no more than 10 minutes for the alignment of this simple task to be performed via a profession eye retail representative. This minor frame adjustment task took well over (1) hour for Ms. Jessica to perform or complete. During this time, the customer area started to get crowded and immediately eliminate COVID-19 guidelines for all new customers that entered. Ms. Jessica’s co-worker entered LENSCRAFTERS as a customer wearing regular clothes and also identified the situation offering her assistance to Ms. Jessica that also introduced non-compliance of COVID-19 guidelines. While I was sitting at a COVID-19 distance of 6 feet from other customers, the co-worker utilized my space without presenting any communication to me at the desk I was sitting at. The young lady proceeded with helping additional customers dismissing COVID-19 distance guidelines of 6 feet. Please view LENSCRAFTERS camera footage.
When Ms. Jessica was sitting in front of me adjusting my frame she made the professional assessment to completely remove (1) handle of my frame and afterwards, Ms. Jessica failed at all attempts to replace the handle. Therefore, Ms. Jessica removed herself from my sight and relocated herself behind closed doors. During this time Ms. Jessica replaced my frame handle with a screw that was visibly larger without directing any dialog with me. I then asked Ms. Jessica to replace the original screw from my frame in the handle. Ms. Jessica then stated to me, ‘it will take more time to replace your original screw back in your frame.’ I was completely astonished because I had already been waiting for a long period of time for someone to acknowledge my presence when I first entered LENSCRAFTERS for a professional to perform a minor frame alignment. My experience at this location was horrid with Ms. Jessica, Manager. I will absolutely never return to this location again. Most of all, Ms. Jessica presented to me incompetency and poor communication skills towards me as a customer which was totally awful. In addition, Ms. Jessica stated she could not locate the brand name of my frame. At this point, I wanted to end any further immediate conversation with Ms. Jessica because the signature brand was clearly located inside the frame handles at the end tip that she failed to additionally discover. Also, due to the length of time Ms. Jessica worked on re-attaching the frame handle, I would think Ms. Jessica would have discovered the signature brand name. I stated to Ms. Jessica that I purchased my frames from a different LENSCRAFTERS location. Therefore, it should have been clear to Ms. Jessica that various different locations of LENSCRAFTERS carry different frame stock. My arrival time was at 10:37am and my departure time was at 12:51pm. This was the poorest CUSTOMER SERVICE I have encountered in many decades as a regular customer of LENSCRAFTERS.
I was seen for an eye exam on 6-26-20. I have a very high prescription and my toric lenses take almost three weeks to arrive. I called on Tuesday 7-14-20 to check on the status and was told that they should arrive this week. On Thursday 7-16-20, when I called to check on the states again, I was told they would call me with the tracking information. At 5:30pm, I received a message stating that my lenses were never ordered because I had not paid for them. I called back, extremely upset, because I have a receipt and proof of payment for $518, that was posted to my account on 6-27-20. The receptionist, was terrible. She did not offer anything in the form of an apology, was rude and just said, “well, my manager said you didn’t pay.” I am a nurse and my eyesight is crucial in my job. My current contacts are the wrong prescription and have rips in them. I called back, again, extremely upset, because I offered to come in and show proof of payment so I could finally get my contacts ordered and the receptionist told me that was not an option that her manager had to handle this, who was not in. I have had bad experiences at this store before, but this was the worst. I don’t have my lenses, that were paid for, after three weeks. I have been a loyal customer to Lens Crafters for over 10 years, however, you have lost my business. I spend almost $2000 there every six months, on glasses and lenses for both myself and my daughter, but will never use Lens Crafters again because of this one store. I also requested that my prescription be emailed to me and that never happened. I am appalled at the ignorance, and complete lack of customer service that you are allowing with the support staff
I am addressing my comments to Eric Anderson, CEO, of Lenscrafters. After having had cataract surgery in February of 2020, I needed new glasses and my insurance company has a contract with Lenscrafters to provide glasses with insurance benefits. After being examined by my usual optometrist, I brought my prescription to the Lenscrafters in the Berkshire Mall in Wyomissing, PA on March 12, 2020. My customer service rep’s name is Dan. After selecting nice frames I was told since I needed progressive lenses they needed to be ordered and I would receive them in about a week. I also was told I needed to pay for the glasses in full at the time of ordering. Several days later the state was closed down. I never received a phone call regarding the status of my order. I called the store as did my husband and left messages to which we received no reply. I then tried calling the customer service number and was told nothing could be done due to the fact that the glasses were ordered in a store and not on line. My only recouse was to wait until the store opened.I then tried calling the store again but the mail box was full and couldn’t leave another message. At this point, I decided to call the insurance company (Aetna) and complain. The CSR attempted to call both the store and CSR line to no avail. She noted my complaint and told me to call again and request a refund so I could go elsewhere and use my benefits. I called back, eventually got a person, explained the situation and told her I wanted to speak to the district manager to get a refund. I was told that was not possible. She could email a form that could fill out and he might call me back. Needless to say, I never received that. It is now June 15, 2020, I have been working an essential job that includes a lot of computer work and fine detail work. This company has my money and I still do not have my product. I dealt with you in good faith and have received no satisfaction or decent customer service. My last resort will be to involve the legal system.
I am writing this email on behalf of our son, Gentry Tatum (dob 02-03-84), who purchased glasses (with our card) at your Statin Island Mall store during the week of March 9th or before. Gentry’s prescription is at the extreme end so that is why the glasses have to be ordered. That being said, he is in DANGER physically RIGHT NOW! He works on a boat and was hit in the face by a rope. His glasses fell overboard and that is what created this emergency! He is attempting to continue working through this crisis but desperately NEEDS HIS GLASSES!
When we purchased them, he was told his glasses would arrive on March 16th. By that time, due to the pandemic, the entire mall was on lockdown. I began calling the doctor that is associated with that store and leaving messages on his voicemail. My call was returned after I left 3 messages, by Nicole. She told me she’d get in touch w/the real estate agent and attempt to get the glasses. She confirmed that the glasses were in fact in the mall. I continued calling to the doctor’s voicemail and leaving messages. Nicole called me back and said they were not going to be able to enter the store but that there were other LensCrafters open in NYC.
By this time, Gentry’s boat was enroute to New Orleans with a much-needed oil delivery. I asked that they be reissued and mailed to our address. We would get them to him. She said that LensCrafters main office was getting in touch with ALL customers with eyeglass orders and they would contact me soon. That has been over a week ago!
Last Saturday, I sent an email to the Customer Care ‘contact us’ section of your web site. I immediately received a confirmation and was told that someone be in touch in 24 hours. I still have not received ANY response from the head office.
All the while, this is a medical emergency for an essential worker! It should be obvious to an eyeglass company that his prescription is extreme, and he is in DIRE need of his glasses to work safely in dangerous conditions! Please contact me and let me know that his glasses are being mailed SOON!
Beverly Tatum
XXX Sixth Avenue East
Cuba, AL 36907
Cell: 205-499-XXXX
Gentry is often OUT OF RANGE, so I’m giving you my cell as I am the one who purchased the glasses. His cell is 205-499-XXXX.
LensCrafters is a company with a stellar reputation. I am begging you to respond to my letter asap! We need a miracle and I’m praying the RIGHT person reads this. PLEASE BE THE RIGHT PERSON TODAY!
Thank You!
Beverly Tatum
I can’t believe how terrible my experience has been with LensCrafter. I went there to order my glasses on October 22nd and everyone was nice and acted helpful and charged my money and insurance and was told my glasses will be ready 2 to 3 weeks. In 3 weeks, I called and inquired about my glasses, they said they don’t have it yet come back later, I went back a week later and they said we called where they make the glasses and we don’t know why is not here. The manager of the store seemed clueless and did not know how to find information about on why my glasses are not ready. I called customer service and they said they will research and get back to me, but I NEVER got a call back. So finally after 40 days I went back to the store and the manager had no clue why my glasses not ready. Worse service or non service ever and I finally asked for my money back and went to another store and ordered my glasses. What a terrible ordeal this was !
My glaasses are perfect, service great but at the lens crafters in viewmont mall in Dickson City, Pa there is a guy called Chris ALWAYS SLAMMING THINGS AROUND AND NOT FRIENDLY AT ALL. ACTUALLY PRETTY SCARY .
lens crafters has the worst customer service!!! left email corp office and no one has reached to me!! you change people in coral springs location to much!! or they quit and new people lack of knowledge and people skills!! left message and email 10-11-19!! i guess your managers don’t want repeat business!!
Having just had cataract surgery, I needed a temporary pair of glasses to be able to drive, so I was referred to LensCrafters. HUGE MISTAKE and waste of time. I only need for 4-weeks, until the eyes heal and settle down, to go for final exam for final RX.
I take frames that can be used, thinking would save money not to have to pay high price for frames for a temporary pair of glasses.
I’m quoted a high price ($169) for something that is going to be disposed of in 4 weeks, but then I am told there is a discount off the frames. (We all know frames are not going to be cheap). So, then she says, your lens RX will fit a $99 promo for lens and frames. Let me show you which window of frames. While I am looking at the frames, she is continuing to take further information, to set up an account for me. I fell in love with a pair of frames, thinking I could actually re-use the frames after the temporary stint. I’m at the desk, getting ready to cash-out, and I literally wrote the check. She then says, she has to go out back to see if my RX is in inventory. . . . . . WHAT??
She comes back to say, my RX is NOT there; they sold that last RX yesterday. HOWEVER, we do have poly-carbs in your RX. PRiCE? $169 plus frames. NO WAY am I going to pay a higher price when I had been told the promo price, spent time picking out a pair of frames, written the check, and now told “not available”! There is only one plastic, so we would have to use poly-carb at $169. (She had my RX when I first walked in to start the sale!)
NOPE! Sales do NOT work that way from my retail experience and 20 years advertising experience!! I state, “As I recall, your advertising says: ‘New lenses ready in an hour. . . . ‘ I don’t recall anything at all about “if we have in stock, etc.” (She doesn’t correct me about the advertising.)
“Further, you do not give a promo offer, have the customer WRITE the check, and play what feels like “bait and Switch.” That is NOT going to work with me AT ALL.
There is no effort for a compromise, so I made the suggestion for her to
honor what she told me and use the poly carbs, and let me walk away a VERY HAPPY CUSTOMER? (NOPE–she can’t do that. Manager comes over to talk to me. NOPE! can’t do that. . . ) (I’m even thinking use my old frames, give the $99 quoted to compromise, but isn’t it up to her or the manager to do the problem-solving and offer some kind of compromise?)
Next, still no offer to compromise, so I ask if the one plastic available for the promo and one poly-carb could be used, or will it mess with my brain. She confirmed 2 different types of lens would confuse the brain.
Okay, so now I ask when will the inventory be back in stock, and I am told in 10-days. I ask why do you advertise “lenses ready in an hour” if you do not have the inventory?” I’m told “small company, blah, blah, blah. . . .
I’m thinking 10-days and no glasses bites hard into the 4-weeks for which I need. I ‘m also thinking “10-days–really(?)” with the long Memorial day weekend at hand. Further, I am thinking why is there no “problem-solving” here–like order another pair and overnight-delivery(?).; let them “eat” the delivery charge since I have already been there an hour and closed the sale, that now told can’t honor, and I would have to drive back to pick up the next day–65-miles one-way from where I live.
I’m also thinking of some other compromises, but these people should be making some attempt to correct the way this sale was handled.
Getting nowhere, I very gracefully said, “personally, as I first said, I think you should be helping with some kind of compromise, since it is NOT my fault you SOLD me a promo you CAN’T honor, won’t attempt to honor with a compromise, and advertise falsely “while you wait.” then, play ‘bait and switch!’
NOT A BUDGE. I did ask if there was a LensCrafter in Augusta and was told ‘no.’ (I would have had them call and put in the frame number and RX, and we would be on our way and be ready for pickup, since just about an hour from Bangor to Augusta, but their next nearest store is Portland.)
Anyway, I politely thanked them for the “false advertising,” attempt at what feels like a “bait and switch,” took my check back, with the comment, “you will NEVER see me here again!
I decided to go see where my eye doctor’s office would recommend, not knowing they can make limited single focus temporaries in their frame shop. Got an excellent price of $99 for POLY_CARBS, and I was in/out in about 15-minutes!
But LensCrafter couldn’t honor the $99 promo after closing the sale, an hour after entering the store, writing the check, and THEN being told don’t have my RX and would HAVE to buy the poly-carbs, but NO COMPROMISE>
Pretty LOUSY politics if you ask me!
I will NEVER go back to LensCrafters!
Disgusted,
Jackie Waterhouse
BTW: This happened on May 23, 2019 at LensCrafters on Stillwater Avenue–Bangor, ME 04460
on 5-9-19@5:15pm My husband and me went into the eye salon @firewheel Towncenter 110 Cedar Sage Garland Tx 75040-2943 store 3213 our initial visit was to go in and get his glasses it was not pleasant at all our first technician name was either Ross or Russ he seemed Un interested to help us and the only thing that i truly think was that we had a voucher with a value of only 210.00 not playing the racial card but it seemed like between Mr. Russ and the manager MATT MASSEY TOTALLY RUID ON HOW THEY DELIVERED SERVICE.THE ONLY TECNICIAN THAT SHOWED HEART FELT AND CARING WAS Ms LINDA ALL AT STORE 3213 My husband has glaucoma on his eyes yes we are in a financial hardship thanks to parkland hospital charity plus plan we were able to get a the voucher that’s why we can’t afford the no lens bifocal which is what he has always had. AND OF COURSE IT WAS EXPLAINED THAT THE VOUCHER ONLY COVERED THE LINE BIFOCAL WITH VERY BASIC LENS VISION IT WAS THE WAY IT WAS EXPLAINED AS IF WE WERE WAISTING THEIR TIME WITH THE CHEAP VOUCHER!!!!….IF ALL YOUR TECHNICIANS WERE LIKE Ms. LINDA THE WORLD WOULD BE A BETTER PLACE.To whom it may concern….CEO Mr.Eric Anderson….CFO Mr.Joe Pflanz….COO Mr. Seth Mclaughlin….Please Take Hid To Whom you Hire!!!! THANK YOU AND MAY GOD BLESS Mrs.Ernestine Terrrell #469 315 XXXX if you wish to speak My husband’s #469 315 XXXX name Anthony Terrell and again thank you
I used Lenscrafters in Fairview, Texas. They totally screwed up my order and didn’t get the glasses to me before I left the country. I asked them before ordering if it was a problem – I didn’t cafe, I would have gone somewhere that I could – no big deal. They promised it was not a problem. When they didn’t get there, the manager promised a refund – it has been 11 months to the day and still no refund. The manager is “always with a customer, not in today, at a meeting, etc..”. I have also contacted Customer Service numerous times – they respond that I need to go to a different page and file for my refund; they even came back and said they have no information on me. It is supposed to take 5 days for a response: with the Store Manager – it’s been since August 2018 – when we returned home : with Customer Service – since December 2018. Do I have to call the news channels to finally get some help – open to any suggestions!
I received an eye exam from your San Mateo branch and paid over $200.00 for contacts, but prescription (reader) for the left eye is incorrect. I have placed 6 phone calls including and have yet to receive the professional courtesy of a returned call.
Any assistance that you can provide will be appreciated as I would like to disputed the credit card charge.
Thanks
650-591-XXXX
Went to lenscrafters in tri county mall today to make sure the right prescription was put into my frames because I just bought these glasses and it cist me 500 dollars and I’ve been having eye and headaches since getting them I was told to sit in a chair and someone would help me was only two people in there I sat a good half hour then here come two ladies picking up glasses that came in after I sat a half hour but the manager went to help them first because she thought waiting on them would be quicker than waiting on me which it wasn’t her name is Katie Flores why is it we can’t talk to someone in corporate to complain about employees I couldn’t go to a manager because she was the manager and she didn’t seem worried when I said I’d contact corporate she has poor customer service skills she should not be a manager. I hope something is done to rectify this I pay 500 to lenscrafters every yr to be treated in such manner
Stonecrest LensCrafters Lithonia Location In Macy’s department. Horrible Customer Service!!!! Need New Employees
hi , my name is Mr. John Benjamin a loyal customer that’s been with you for awhile….my email address is johnbenjain73 @yahoo.com phone number 862 232 XXXX…my complaint is or should be on file with your Totowa nj store manager Kerwin and/ or your reginal manager Ed 201 983 XXXX.Please review and expedite service asap or phone me at the above number so I can explain myself in detail….thank you kindly, Mr. John Benjamin.
My copay with insurance is $10.00–I was told by Lens Crafters it is $28.00—I called my insurance company—-& they said I had a PREMIUM Exam— I told them I had an exam for contacts only & not glasses—Shoppers beware—-LensCrafters are committing insurance fraud
Spoke with manager—Lori__disregard previous review
I am very disappointed in a LensCrafters. I ordered prescription sunglasses a month ago and still have not received them. I call them 2 weeks ago and asked what was happening and I was told the glasses broke while trying to put the lens in. They promised to get a new pair and put the lenses in and send to the store. I called 5 days ago and they promised me that the glasses were next day aired to the lab and then they would next day air them back to the store and that I would have them on Friday. I called them today Saturday to ask wheRe the glasses were and they told me they hadn’t received them that the lab was still waiting for the glasses and that if I wanted to speak to the store manager I would have to wait until Tuesday at 2pm. This is totally unacceptable. While I was ordering my glasses I heard a customer call to complain about not receiving there glasses. And a customer also walked in with the same complaint. I needless cancelled my order. No more LensCrafter for us!
enscrafters northgate san rafael
July 10, 2018 — totally negative experience at this location. They broke my glasses!!!!!
I called them on two occasions prior to my visit as I needed only to replace lenses of my prescription glasses. I called to find out how best to do this, costs involved and time it would take as I was driving from one hour away. I live in Sonoma town. I still very much like like my frame which is 3 yrs. old and only needed new lenses due to the reflective coating deteriorating.
After I paid them the $430 and ordered the lenses they actually BROKE my frame manipulating it to put my old lenses back in while I wait 10 days for new ones to be made. It was by accident but the problem is they don’t have a selection of anything like my glasses and their “policy” is to only replace from within their stock. Imagine how I felt! I had no glasses to drive back home with and not only that — they are rigid about replacement process. The manager was diplomatic but repetitive in his unbending policy. My frames are made by Kate Spade and are pricey. I was at the store for over a hour, feeling BLIND without my glasses and pressured to leave as all the manager wanted to do was to give me a refund on the $430 and get me out of his store as I insisted they need to help me more than just allow me to choose from their very limited — nothing comparable to my style array of glasses. Horrible experience!!!!!
It is the day after, I have no glasses and now I need to find a frame and start shopping. I am wearing contacts but have sensitive eyes and this is not a daily solution for me. I wear my glasses for work. I have nothing in writing from them about their obligation to help me find a replacement frame. The final outcome, after I insisted to talk to corporate is for me now to submit the receipt for the cost of the frame from 3 yrs ago and they will pay it. It took me an hour of unpleasantness to negotiate this!!! Well prices have increased and I am digging through my files at 6:00 am on a work day to try to expedite getting a working pair of glasses for myself as soon as possible. I cannot find the receipt — so now what? Call them and deal with more hostility and rigidity? I am not looking forward to it. Lens crafters is staffed by people who do not know what they are doing and have no professional ethics or power to deal with this extraordinary situation — which is causing me much duress, inconvenience and far more money then I planned to spend. I am now having to replace both frame and lenses. I am writing this review — so you are spared the extremely poor response when you need them to treat you like a customer and give you some customer service – AS THEY DON’T!
Hello, I have procrastinated this complain, however the problems
m experiencing is never ending. I went to Len crafters towards the end of March 2018 because I had an eye infection in my right eye with raw skin at the outage. Since I wear I glasses, the doctor insisted on an eye exam which I didn’t want to do since my eye was watery and bloodshot because of the infection. The doctor told me I needed eye drops, which she had me get her own day drops and night drops (which didn’t do anything for my infected eye what so ever. As far as the raw skin she said i would need to see a dermatologist. I ordered classes that she suggested I get progressive. i picked my Tiffany frames out and waited for them to arrived. Once they arrived, i tried wearing them for two weeks (they suggested two weeks) I returned to Lens Crafters because they were just not working for me. So I decided to just go with bi-focols (which is what I previously had) waited once again for my Tiffany bi-focols come in. I went to pick them up and a week later I went back to Lens Crafters because things where blurry. I insisted on another appointment to see doctor since my eye was infected from the beginning. Sure enough the doctor had changed the prescription as well as suggesting I needed computer glasses. Now I’m buying another pair of glasses and having the correction made to the prescription since it was wrong. The sales rep. requested I pay $25.00 to have my Tiffany prescription corrected, since my 30 days has past. I totally refused and they said I would have to speak to the manager, of course not there at the time. What that said, since I ordered the computer glasses, I told them when I pick my glasses up I will make sure the manager working. Weeks go bye before I return again, for the 5 or 6 time. Back at Len Crafters, the mgr. agrees with me so I don’t pay $25. I dropped my Tiffany glasses off (June 4th) to get the new prescription filed and picked up the computer glasses. Today 7/3 still no glasses. Lens crafters has left me two messages and both times broke my frames. Last message stated I should think about picking out another frame because the lens is not fitting in the frame. I’m so upset with everything. I have not returned the call because I have nothing nice to say. I have spent so much money and thats with insurance. I have spent time going back and forth. Not to say the issues with my eyes.
Contacting corporate due to a bad experience I encounter at Lens Crafter office.
My name is Maria Caicedo I made my yearly appointment to have my eye exam and to get my new prescription for my new eyeglasses. I was seeing by Dr. Robinson Eric, have my exam and new prescription. I had the glasses done by lens Crafter. the prescription was wrong, the prescription was too strong. I made a second appointment to have it corrected and was seeing by another ophthalmologist and he change the prescription. I have the glasses redone but still was not the correct prescription. I was not able to read the words in the computer and that’s what I do at my job. So I went back and explained to Dr. Robinson that I was not able to read the word in the computer and with even spending 10 minutes with me in the office he stated that the magnifying part of the lends need it to be higher meaning upper on the glasses. So they fixed then as he suggested, still I was not able to read the in the computer need it to lift my head to be able to read. So went back to see Dr. Robinson Eric. the appointment was for 5:30 Pm. I got there at 5:15 Pm and it was 7:00Pm and I was still waiting to be call. Finally I was called and express that I was waiting since 5:30 and it was not fare that it took so long to see me. Dr. Robinson Eric in a very rude and nasty voice in front of the staff and other people in the waiting room said “I told then not to schedule for today” . I told him that I was not aware of that. Once in the office I mention to him that I don’t appreciated the way he talk to me in front of people. He said ” Oh they should it book you with the other doctor. I told him if you don’t want to see me the I can go. He proceeded to ask me ” what is the problem with the glasses. I told him that I was not able to read on the computer and That it was the 4th time to come and have this issue corrected, that I was very upset about not having the correct prescription on the first place. He just put a magnifying glass less that a minute in front of my glasses and asked me if I was able to see better. I told him that it was to fast. He just change the prescription and I proceed to leave his office. While I was walking to the receptionist the staff were looking at me like they could not believe what happened and one of the ladies apologist for his comments. I told the receptionist that they need to be more careful how they book the appointments because they book 3 or 4 people at the same time and its not correct. I hope that this time my prescription for the glasses are correct because the lens crafter told me that they will not be able to re filled anymore due that they have change four time already. So what I’m going to do if it doesn’t work. I need my eyeglasses to be correct so I can be able to see correctly, I’m very upset about the this issue. Hope this is taking care.
Thank you
I took my favorite glasses that I purchased some years ago to Lenscrafters, 777 3rd Ave @ 49th St., NYC 10017; 212.527.2363 on May 3rd or 4th, 2018. I spoke with “Thaddeus” about my unique butterfly, cat frames and that they have the wrong prescription in them to which I need changed. I showed him my prescription from my doctor and soon asked how much it would be. He said, oh wow, “well first we have to find out if we can even do them because of its shape”. He asked his colleague, and his response was “yeah they can do it”. “Thaddeus” then said it should take up to about 3 days for me to hear back from them on whether or not they can do it, but that I probably will not hear anything back until it is finished. I received a vmail message from “Thaddeus” on the afternoon of May 14, 2018 stating that they CRACKED my glasses. I didn’t understand and asked what he meant. He said the place in which they send glasses to, broke my glasses (frames). I went directly over there after work approximately 6:00 pm and saw my favorite unique glasses that do not exist ANYWHERE (not even on-line) are cracked all the way through on the top of the frame. RUINED. “Thaddeus” apologized and refunded my $345.00, which was the cost of my prescription. Another colleague had the audacity to ask me if I wanted him to try to glue it back together – as if he was working on an elementary school project. I couldn’t believe it! “Thaddeus” then asked how much I paid for the frames. I told him it was some years ago, I no longer have the receipt and that they are definitely not under $150.00. He said they will reimburse me, but he doesn’t know how much and that his manager will be in the next day at 12:00 and the manager should give me a call around 2:00. I was in the store approximately 2:15. When I told Jeremy Torres-McConnell (Store Market Manager) the story, he said I can have any glasses in the store for free. I told him that I do not trust Lenscrafters again, want nothing to do with them and I just want to be reimbursed for my broken frames. He said because I have no receipt that there’s nothing he can do. I responded, “I spent no less than $200.00 on these frames” (realizing afterwards that it was more than I told “Thaddeus”) and “that’s how you deal with your customers?” “Why would I want anything to do with Lenscrafters after YOUR outsourcing company broke my glasses?” As I walked out of the store he said, “Have a good day”. I came back approximately 8 minutes later while he was on the phone to read his nametag. He took out his business card and handed it to me (while still on the phone) and said, “here so you have all the information”. He was very unsympathetic with a nonchalant attitude. This was some customer service Lenscrafters. I totally underestimated your professionalism.
P.S.: When “Thaddeus” asked one of his associates how this could have happened, his response was, the machine probably wasn’t hot enough and they shoved the frames in too hard. At the end of the day, my favorite expensive frames are gone and LENSCRAFTERS has not assumed any liability for them. I will NEVER recommend anyone go to your establishment and because you mistreat/cheat people, you will not prosper like you should.
Stay away from the Burlington, MA LensCrafters store. They are rude, arrogant and self-righteous. The manager, Elizabeth, speaks over all the customers, driving them out of the store never to return. There is never an opportunity to say a word…she is absolutely correct in everything she states…everything is BLACK AND WHITE!!! DO NOT PURCHASE YOUR GLASSES AT LENSCRAFTERS…YOU CAN DO MUCH BETTER THAN THESE SWINDLERS WHO SPECIALIZE IN DECEPTION.
Hello,
My name is Gabriela Droz, and I am a Student Worker for Student Services at The Art Institute of Pittsburgh. Every quarter we have Portfolio Show and we invite Company’s to come and see graduating students and their projects. I have this information in my system: harold_burson@ nyc.bm.com, if is not correct I will update new contact information.
I purchased 2 pair of glasses from a Lenscrafter location in a Macys store here in Peoria Arizona.
After 2 weeks I received 1 pair. They were the tinted sunglasses. It took a 3rd week before I received the regular everyday pair of glasses.
Well the sunglasses were wrong. The bifocals was too high on the lens. I returned them, to have them redone correctly. That was 16 days ago.
Last week I called and the rep there said they were in. Upon my disbelief they were the same pair that had never been sent back.
The customer service is shall we say less than acceptable. Waiting on hold 2 times for over 18 minutes each time.
I will not purchase from Lenscrafter again.
So after waiting days again. I called them. Still no glasses. The agent on the phone “Abraham” said he would contact the Dallas lab. Get status and call me back.
Well??? I guess I can’t call him ” Honest Abe” no call back. No update.
I am gonna post on social media .
( Stay Away from LENSCRAFTERS )
I have been waiting for an order that was placed at your Garden State Plaza Store located in Paramus, NJ on 9-29-17. As of this date (10-19-17), I still have no glasses or an update .
I purchased a pair of Ralph Lauren eye glasses in December, 2016 from your store in Apple Blossom Mall in Winchester, Va. I returned to your store 5 or 6 times this year for adjustments because the glasses were always too tight. The adjustments have done little to make them comfortable.
On October 14, 2017 I went in for my annual checkup with my eye doctor, Thomas Keenan, at his Woodstock, VA office. I explained the ongoing problem I had with my glasses and he looked at them and said they were too small and that I needed larger frames (and presumably lenses).
The next day, October 15 I went back to your store in Winchester. I explained the series of events to the Branch Manager named Colleen. She was pleasant but told me there was nothing she could do except perhaps give me a 50% discount on a new pair. She adjusted the glasses again, but they are still uncomfortable.
In summary, I was sold a pair of glasses and frames that were too small. The frames are a size 55. I have another pair which are size 57 and fit better. However, these frames are not available in a larger size according to Colleen. My opinion is that the salesperson at the time, a fellow named Chris, knowingly sold me an expensive pair of glasses knowing they did not fit properly and were not available in a larger size in order to complete a sale (and commission ?) of an expensive item.
I am requesting a new pair of similarly priced and properly fitting glasses at no charge to me. I understand the 30 day return period has concluded. However, I should never have been sold these glasses in the first place since they did not fit properly and now as I understand it, they never will. This is not just my opinion, but the opinion of my eye doctor also.
Thank you and I await your reply.
Tim Carroll
(804) 461 – XXXXX
Woodstock, VA
I purchased a pair of glasses almost a year ago from the LensCrafters located in Corpus Christi, TX in the La Palmera Mall. I have not purchased glasses in quite some time because I typically wear contacts all the time. I had no choice because I had an ulcer on my eye, was being treated by my eye doctor and could not wear my contacts. I thought I would go ahead and get transitions lens along with progressive and purchased frames that I loved. Total cost- well over $500.00 with my insurance. I did not purchase the protection plan because I take very good care of everything I own and have never had a problem.
A few months ago I noticed spots on the right lens that would not come off. I finally made it into the office and was told by the representative that I first spoke to that I had cleaned them wrong, I didn’t use “the spray” and I caused the problem. It was going to cost me more than $400 to replace my lenses (without progressive). I was never told I had to use a spray to clean them. I always used the cloth that came with my glasses. Sometimes I would use water, but nothing else. I couldn’t figure out why if I had caused the problem why it was only on one lens. I asked to speak to the manager and she told me a totally different story as to why my lens had spots. She stumbled in her comments and almost admitted that it the protective coating on that lens was improperly applied. This is what I suspected all along. My glasses are less than a year old. I don’t wear them all the time. Most of the time they are in my case. After paying over $500 for a pair of glasses and within a year they are defective, this is very upsetting! I told that office that they just lost a customer. I hope someone from corporate can get to the bottom of this and help me.
Been going to lens crafter in Northridge mall since 2004. Never had a bad customer until now. Her name is Sesy. Very bad customer service and very rude.
I recently purchased my first pair of glasses so I had no clue of what it entailed. My glasses where badly damaged during Hurricane Irma, when power was restored I went back to the store I purchased them from to get replaced / repaired. I was told since I didn’t purchase warranty I would have to come out of pocket for more than I originally had to (first time used vision plan). With this being the first time I ever needed glasses I wasn’t aware of the option to purchase warranty as I thought they would be covered. Yes its my fault for not purchasing but I was never offered the option. I purchased these glasses the end of July, here it is the second week of September after a devastating hurricane and I need to come out of pocket to see along with trying to fix my house so I can live. No fun.
Good Afternoon!
My visit with Lenscrafters at Northgate Mall in Hixson, TN started off phenomenal! Great customer service, help with choosing which frames, and the works! I had no doubt that I was in great hands with this location. I chose and ordered my glasses on July 28th, 2017. I’ve anticipated their arrival from the day I placed my order.
I was extremely hopeful starting on day #10 (Quoted 10-14 days) when I called to see if they had been delivered. They had not yet. Alright, well, same thing through to day #14. I was frustrated, but understood that it was out of the locations hands considering they were waiting for them to be shipped. On day #14, the young lady reminded me it was business days they were counting. I called on the 14th business day, if I’m not mistaken, and the young lady had informed me that they indeed had received multiple shipments but had not so much as opened the boxes because she’s been really busy and left alone to handle the store. As much as I can sympathize and understand her position, it left me with zero patience for whomever is managing the location. I’ve had my employees call daily for me to avoid anymore interaction with the employees at the store. I will be there Monday to speak with a manager about the entire situation. This is completely unacceptable. It is now day 23, business day 15, and still no glasses, nor any reassurance that they’re making any genuine efforts to locate them whether they’re in the store or tracking them to the store. I want to thank everyone that made me feel so welcomed when I initially purchased my glasses. It’s important for that level of customer service to be continued throughout interaction with the customer.
Best Regards,
Jessica Kelley
Good morning,
I am writing in reference to the team in the Lenscrafters store at 8309 Glades Road (on the corner of Glades & Lyons).
I have been struggling to find the time and money at the same time to buy my 13 year old son glasses. Two weeks ago, he was visiting his father in Chicago and broke his frames; his dad bought new frames to fit the old lenses (from 2015). Given the lack of selection with trying to fit frames with his existing lenses, he ended up with poorly fitting glasses. Because of my limited time, the only appointment I could get him was yesterday (Sunday) at 3:00pm. Our exam appointment ran a little late and the store was going to close (at 5:00) before the new glasses were ready.
His first day of school is today (8/14) and it was so important to me that he feel confident and look great, so I felt terrible that I hadn’t planned properly. We left with a promise to pick up the glasses on Monday evening. After I had taken my son home, the store called, a few minutes after 5:00, to say they would stay open for me to come pick up the new glasses; I was running errands in another part of town and it took me about 25 minutes to get there. When I walked in, I was met by three smiling faces–the team was so happy to do this for my son and didn’t mind staying late. I immediately started crying.
The hardest part for me as a financially struggling mom is not being able to buy my son the things he needs in a timely manner–and this situation made me feel so inadequate.
Your team totally saved the day and made me feel like I had been able to “come through for my son.”
Their empathy and kindness was beautiful and meant so much to me.
Please pass along my forever thanks to them.
Best,
Catherine
Bobby’s mom
Looking at all of these negative remarks made me feel bad for not posting this a while ago. About a year ago my 7 year old son wrecked his bicycle and ended up with a trip the ER and a concussion. In the process he destroyed his glasses. He has a very specific prescription that usually takes a decent amount of time to order and receive. I want to the location in Carrollwood in Tampa with the broken glasses in hand and not only were they able to match up the same brand of glasses but the ophthalmologist that was working was able to recreate his prescription in under 2 hours…..I always wanted to say thank you….
I visited a LensCrafters store in Burlington, NC three weeks ago to get an elevated pair of readers. I was given an eye exam and was then sold a pair of progressive glasses for $562.84. I have NOT be able to use the glasses because I can’t see while wearing them. I took them back on 5/30/2017 and explained that the glasses are completely USELESS to me. The sales person told me that progressive glasses are for those who do not like taking their glasses off and on. I told her that upon my initial visit, I did not need glasses full-time. I see extremely well when I am not reading. Not one person ever explain the purpose of a progressive lens, and had I known, I would never have accepted them. I would never recommend this company to anyone looking for glasses. I later went to BJs optical and got what I need for $123.00. This was a great choice and the glasses fit better and wear better than the ones I got from LensCrafters at a cost of nearly $600.00. I should be fully refunded because I will never wear the LensCrafters glasses.
Good Afternoon,
I am writing in reference to my latest visit at the Orlando Waterford Lakes Location.
I originally purchased my glasses and sunglasses aprox. August of last year ( so it has not quite been a full year) from this location ( I had my initial eye exam completed by our private eye doc). I went there a few months back and had my eyes rechecked per my eye docs orders to have checked in 6 months because the initial prescription was not full strength. My prescription did change in one eye and the other was close to the same. Sooo. …….
I had the new strength lens ordered for my regular glasses and due to the cost I decided to keep my sunglasses prescription as is for now. However I had them order a new set due to a deep scratch on the lens ( i bought the warranty and this was covered with a deductible. ) from there everything went down hill. My Oakley frameless glasses were strung with black string ( should have been clear) and them frame didn’t line up correctly VERY poor , low quality lens installation. After a trip back NEIL ( the ONLY competent employee there ) fixed the issue with my glasses. At this point I’m still waiting on my Oakley sunglass lens to come in and when they finally do come in i head down to LC and head home. The next day i go to clean the lens before I put them on and one fits the frame the other falls out when you use a cloth on them..Had To make another trip back dealt with Neil again and after he was able to assess he concluded Oakley cut incorrect and a new order was submitted. Now today I go to pick up the 2nd set and low and behold now the other side doesn’t fit right. . The guy goes in the back saws on the lenses ( which are custom ordered from Oakley and should never be cut on in store ) then end s up putting a sticky substance to hold lens in place. I paid over 700 for these sunglasses and will not accept a taped / glued in lens. He (not sure of his name ( Neil was not in) claimed that never happened but I watched everything with my own 2 eyes… i asked him to take out as the lens he “just ” installed that are removable and it was modified and would pop out as soon as i attempt to clean…. and now I await again this time for a lens and frame… this is a horrible experience. I hope you guys can get it together so I can finish the transaction and move on.
Me and my family have been using Lens Crafters for past years but this time were not happy with the out come .I ordered two set of glass of prescription Usual Glasses and a Sun shade .My regular one turn out fine but not the Sun shade one !they wear going to use the same kind of lens for both: HD digital, No line Bifocal,None Glare and polarized Brown on the sun Shade, When I tried the Sun shade they had two lines on each side of lens !! the lines wear very obvious and could not rick ware them while driving and was messing up with my vision.I was told the lab can not fix the problem and only thing they can offer me is to refund my money. which I did but I’m so disappointed of your customer service . I was looking forward to have prescription Sun shade .Please contact me and advise as if you can fix my issues . 214-334-XXXXX Mary Mansoory
Hi, I returned an item over 1 month ago AND STILL HAVE NOT RECEIVED A REFUND!!!! I have called MULTIPLE times and was told to pretty much keep waiting but this is absolutely ridiculous!! You are a well known brand so I am shocked I am have such difficulties getting my refund. I have been a loyal customer but because of this I WILL NEVER purchase anything from this company again and wont ever recommend it!
P.S
I’M STILL WAITING ON MY REFUND OF $308!!!!!!!!!!!!!!!!!!!
I purchased a pair of glasses from your store at Summit Mall, in Fairlawn, Ohio, on April 10th, of this year. I wore the glasses for4 days and knew there was a problem with the prescription. On the 13th, I decided to go back to the store. I was told that I needed to wear them for a week to get used to them. I was also told that my old prescription was very close to the new one. When I told the salesperson I had difficulty with the right lense, I was THEN told it was because my astigmatism had more than doubled and I needed to adjust to the change! When I questioned the difference in the distance number and ADD number I was told, even though they were different from my last pair, each pair equaled a +4. It didn’t matter where the numbers were as long as they equaled a +4! I tried to wear them for another day, but it was too far off. I chose to return them but went to a different store. I went to the store at Midway Mall in Elyria, Ohio. The sales associate was very helpful and attempted to refund my money to my bank card. I left the store but received a phone call from the sales associate asking me to return because she noticed that INSTEAD OF REFUNDING THE MONEY TO MY BANK ACCOUNT, it charged me for the amount of the refund. So now I am owed for both the refund AND the amount charged to my bank account. My bank tried to do a reversal, however, it did not work. It still has not been refunded. This has caused my bank account to overdraw! I have emailed customer service twice, but never received a response. I called customer service on Tuesday and information was taken and I was told that the info. Would be forwarded to the audit department for them to investigate. I have not heard back from them. I called AGAIN today and was told they would again send the info. To the audit department. I stated to the rep. That I EXPECT A CALL TODAY. I could not get an answer regarding my refund. I have the refund receipts from the store SHOWING a refund was processed. In the meantime, my bank account is $725.00 in the hole because of this error. This is NOT acceptable. Good customer service not only means SATISFYING your customers AND going beyond what is expected, but doing WHATEVER is necessary to correct mistakes in a timely manner. Good customer service also means communicating with your customers throughout the process. The customer SHOULD NEVER have to initiate the communication. To say I am disappointed in my experience with LensCrafters is an understatement. Losing one customer may not be a loss to a multi million dollar corporation, but from the information I’ve read on line, there are many customers who have experienced this issue. This means losing many other customers. I will pursue this until I am satisfied and receive my refund.
In April 2016, I purchased a very expensive pair of Oakley frames with prescription lenses from one of your stores. I had never used your services before as I usually use my Optometrists office for all my eyeglass needs. I am disappointed that the Oakley frames purchased through your store in Brentwood, CA failed after only 9 months of use. At the same time I purchased the Oakley glasses, I purchased an additional pair of sunglasses. My total dollar amount of my purchases equaled well over $1800. This is an exorbitant amount of money for two sets of glasses, and I thought that LensCrafters would stand by their product if ever a problem came up, but I learned otherwise when I stopped by the Brentwood CA store where they were purchased. I met and talked to a Ms. Gabbie Munoz, who basically told me there was nothing that she could do for the broken frame. My previous pair of glasses, similar in design, purchased from my Optometrist has lasted well over 5 years and appear almost new. I always use care with my eyeglasses. I use my glass case to protect them when not wearing them. About the only time I take them off is to put on the sunglasses or put them at my bedside at bedtime. The Oakley glasses were not subjected to any abuse. I will never use your services again and will make sure to advise others to do the same.
I am writing because I’ve become increasly frustrated with the Peabody, MA LensCrafters that still has not supplied me with my purchase. On 2/14/17 I decided to purchase a new set of glasses, but I wanted the same exact type of frame I had purchased a couple yrs earlier at the store. The store didn’t have the frame in stock so they told me it would need be ordered and said it would take about a week. Fast forward two weeks and didn’t hear back. I called and Brian a sales associate answered and looked into why they still had no frame. It apparently was back ordered and would take months to receive in the store. He said he would look at other stores to see if they could ship over a frame. He said he found one in a store in Florida and that they would ship it over. Another week went by and I called again. This time a lady sales associate answered. I wanted to know the status of frames and if they reached the store from FL. She said that the store will contact me when they were in and not much can be done. It seemed she wanted to get me off the phone asap. So I let another week go by and I called yesterday (3/16) and I was able to speak with Brian again. I mentioned that two weeks seemed like a long time to ship glasses from FL. He looked into it when I called. Found out FL never sent it.
🙁 I’m very sad to hear that expecially after having a conversation with the other lady sales associate. So Brian and the manager called different stores in the area and said they will be receiving multiple copies of the frame I would like. One store sending the frame is only an hr away in Nashua NH. That was mind boggling to me they never found that before. Why didn’t they check there before? Why is no one looking into the case after I purchased these frames unless I call the store?! I’m told the store will have the frames on Tuesday, but if the frames are not in by then I will be looking for a full refund and purchase glasses at more progressive eyewear store.
Store#0055 Regency. Jacksonville , Fl
Your store mentioned above delivered horrible customer service. I will never deal with them or use your company for and other service. I recently ordered and paid for contact lenses to be shipped to my home. I contact the store three times to find out when my order should arrive. Several times I was told the order should arrive in about a few more days. After not getting them I contacted the store once again to find out what was going on. This particular time the associate informs me the order was place over a week ago and the order still had not shipped. Now I was told they would need to place the order again. I am outraged by now and to make matters worse they already used my insurance tfor this order so now I am st your companies mercy on when I get my contacts. It is impossible to get prescriptions filled elsewhere now. This experience has been a complete nightmare and your contacts are overpriced because I could have gotten them from Target egecste department for less. I also inquired about getting my contacts overnight and your representive acted totally clueless.
Good afternoon, I would like to express my feelings for the most recent visit to your Dover,Delaware store. My son who is eight years old was going in for his first pair of glasses. We were greeted by a sales woman named Charlie. At first she was very nice as time went on she was very rude, disrespectful and upset me very much. We were looking at kids glasses and she was not helpful at all, once she found out we had insurance it seemed like she did not care. Other people came in the store and she took care of them and not us. Once she came over to us, I asked her if she had a pair of glasses in a different size and she said “no we don’t”. I asked her to see maybe if they had them in another store, right before she had put the glasses we wanted on the shelf. She turned to me and said ” well I need the glasses you want” (with attitude) so I went and got them off the shelf myself and handed them to her. She took her time in looking them up while talking to other customers walking in. My son wanted those glasses and she tried to put on another pair of glasses he didn’t want and telling him those fit. He didn’t want them. Next I told her that we were going to have lunch and come back and think about what we wanted,to get her exact words to us were, “whatever floats your boat”. As a owner of a store I would want to know how customers were treated when I was not there. For this I felt to write you and tell you I will never set foot back in that store again. I have been buying glasses for at least 10 years for myself and my oldest son who has had glasses from this store. They have always treated me with respect. But last week will be my last time in your store. For my sons first visit to an eyeglass store had to be this way, it’s very unfortunate that he had to be treated this way.
I hope you have a great day. Thank you for listen to me. I am so sorry to have to write to you for this matter. I have never written one of these kind of letters but she really upset me.
Christina Meck
Longwood, Fl 32779
Seasidebul at aol.com
302-745-XXXXX
Good morning,
I am contacting lenscrafter corporate in hopes of finding resolution to a situation that originally began Dec 23, 2015 at my eye exam at your Bridgewater, NJ location. I have contacted the store numerous times and no longer wish to follow up with them on the matter related to the rude, dismissive attitude of the staff. The situation needs further follow up and I am reaching out to help resolve the issue. The Rx that I received from the lenscrafter optometrist on staff at that location was filled at different store and that was based upon the level of service received at lenscrafters. It was filled for progressive lens at the cost of $900.00 for the lens alone. Upon not adjusting to what I thought was just getting used to progressive lens, I went to an opthamologist in April, 2016; I received another prescription form the MD. The optical store states that the two prescriptions dated 3.5 months apart are completely different. My dilemma is that I now have a $1500.00 pair of glasses that are useless. The lens need to be replaced and I would like to know how to proceed. I would be glad to provide you with doXXXXentation of the 2 prescriptions, the receipt for the glasses and chart notes from the MD. You however will have to get your own notes from the Bridgewater location because I hope to never have to contact them again. Retraining is definately warranted at that location and if you wish further information on the interaction, I would be glad to provide it to you. I was contacted by Dr Paul Vaccarella who constructively listened but as of yet, there is no resolution and I still do not have a correct prescription in my glasses. This is esscential to my work and would like to be contacted as to how to resolve this.
Thank you,
Robin Romisher
Summit Medical Group
908-309-XXXXX
973-436-XXXXX