Very bad experience. After 3 weeks of placing my order and being told that the order will take 7-10 days to arrive, I’m now told that the order was never submitted!! (So no glasses). Interestingly, I called a couple of times before to follow up and each time was told that all is good and I have to wait. Now I see that the order was never submitted. If you think that they offered me something special or an expedited service or anything you are wrong! I need to wait another “7-10 days” with fingers crossed 🤞 I’ve lost my trust anyway and won’t come back to this store or LensCrafters in general
After 4 attempts they are still defective. Never again. I am cutting my losses and will purchase elsewhere
Before two years ago, I bought Gucci glasses from this terrible place. At that time, customer service convinced me to pay extra for what they clearly told me was a 5-year insurance plan because Gucci glasses are expensive and I wanted peace of mind. Now, only two years later, I went back just to replace the lenses — not the whole glasses. The manager looked at my glasses and immediately told me I needed to replace the entire frame because “it might break soon,” even though my glasses are still completely fine. When I reminded her that I had insurance, she suddenly claimed that my insurance was only for ONE year and already expired. That is not what I was told when I paid for it. Someone there clearly lied to me just to take more money from me. On top of that, the treatment and customer service were awful. There is an employee named “Dee” who was extremely rude and disrespectful. I honestly do not recommend this place at all. They only care about taking your money, not helping customers. Be careful before buying anything from them.
I have been a customer for years and am disgusted with my latest transaction. I bought a pair of glasses with progressive lenses less than 2 years ago. At the time I got the 1 year warranty on breakage etc. A couple months ago I noticed something odd with one of the lenses. There is some sort of lamination on the lens that is flaking off. Its right where I generally look through in my line of sight. At first it looked like a scratch but has been gradually getting bigger. There is some sort of failure in the coating and its getting worse. When I spoke to an associate at the store she said "Oh how long have you had those?" and I told her about 18 months. She then said; "oh those usually last 3 years or so." She asked about how I clean them and if I work around heat or chemicals. I said I don't and that I only use lens cleaner occasionally and only use a glasses polishing cloth to clean the lenses. I told them I was willing to replace that lens and figured since this seems like a flaw we could work something out, ( reduced price, etc). I was told they would have to replace BOTH lenses and it would cost me over $800 to do it even with insurance. I couldn't believe it. I was a bit taken aback that there was no offer for some sort of discount. Then I started thinking about it more and and it really started to make me angry. What she said then clicked: 3 years. So you pay $800 and you might get 3 years out of them? That's pathetic. However it gets even better. I then sent an email to corporate Lenscrafters and got back canned AI generated responses stating their policies and how its past warranty.... Yes I know that but these lenses are falling apart after 18 months, that seems like a flaw in the materials that they are aware of considering what the store clerk told me on the phone. I had to back and forth with this AI bot answering me and I don't believe I ever got through to a REAL person. In the end they offered a slight discount on a whole new pair of glasses. Why? Why would I want another pair of their glasses if they are going to fall apart again and cost me MORE money? The AI would only continue to spout policy. Cold, non-human, zero empathy. I will never buy glasses from them again. I have been using them for over 30 years. Their AI BOT, and indifference to the problem I'm having has cost them a customer. If you get the extra coatings and what not on your glasses there you are out of luck if something happens to them. Even their warranty seems to skirt around lens integrity. Buy your glasses elsewhere. * Response to the LensCrafters AUTO AI response below* I have already done all this AI Bot. This shows how little they care about their customers. They just use AI Bot responses in here like they do for their customer service. This is beyond ridiculous. How does LensCrafters stay in business? The news media needs to be made aware as well as State Attorney Generals offices.
Purchased glasses from Lenscrafters. Could only see clearly by tilting head down and looking through top of lenses. Took back to store and found they had miscalculated the focal point. Ordered new lenses but after awhile noticed scratches on both lenses. Went back but was told since after the 30 day period, nothing could be done. I would have thought the period would restart after the new lenses. Regardless, I'm not sure they included the scratch coating on the new lenses. Now stuck with scratched glasses. Back to Walmart or Costco. Never had a problem with their product.
Ordered prescription sunglasses online without problems. Order status updated to "in progress" and I was excited in the anticipation of getting my new sunglasses on the delivery date I was given. After a week or so I started checking the status online. For several days there was no change in the status. Today I got online to check the status and it changed to... CANCELED!!!! No calls, no emails nothing to inform me that my order had been canceled. I called and very luckily got right through to a CSR. The very pleasant lady told me they canceled it because the prescription wouldn't work with the glasses I chose. Yet, the website allowed me to select them without any problems and in fact allows for even higher prescriptions. Fine, frames don't work I get that happens. But to allow the transaction to go through? And then to process it for almost 2 weeks? AND THE BIGGEST ISSUE, THEY CANT CALL/EMAIL THE CUSTOMER TO TELL THEM? So had i not been checking frequently I could have waited indefinitely!! I neeeeeded those glasses and now I have to find different frames and start the whole process again! Had they prevented the transaction to begin with or canceled it immediately and not 2 weeks later, I could have ordered new frames by now. BUT THEIR POOR CUSTOMER SERVICE prevented that. All I can say is never again and I will tell everyone I can to avoid LensCrafters online.
Pathetic service
My husband and I went to LensCrafters and ordered some glasses but we thought the prescription might be wrong so the next day we went in and asked to get our money back. I paid $720 cash and put 450 something on my debit card. It's been since February 9 and now it is April 20 still have not received my money. They have the 30 day money back guarantee. I don't understand it. I didn't even get the glasses and they just give me the runaround About giving me my money back. I guess I'm going to have to take them to Small Claims Court. I don't know what else to do.
A few weeks ago I scheduled an appt for an eye exam. I called today to confirm the appt that was made for tomorrow. I had to call multiple times as message stated to call back during business hours. My calls were during business hours. Finally I was able to speak with a representative. They had no record of my appt or even my name. The representative said there was an opening at the time I was told I had an appointment. I took it and then was sent a txt to confirm and was to have a link to fill out paperwork. The txt came but there was no link and the representative said then I would have to come in early to fill out the paperwork. I decided that this company was rife with glitches and decided to cancel my eye exam.
We got a pair of expensive eye prescription glasses for my husband from white oaks London Ontario branch last July. Couple of months later we were away for few months my husband started experiencing issues with only the sunglasses. We went back to the store to explain the issue. The optician who helped us initially is Lia who said they will talk to branch manager, Kristie at whiteoaks mall and get back to us. The manager was away on a trip so we waited for a week then the manager contacted us but didn’t even investigate the issue. she started telling us lies after Lies. She lied about the type of the lenses then she lied about my husband calling the store on the same day we ordered it to upgrade to a better lenses which never happened since we are not knowledgeable on lenses. She then said we’ll fix them only if we pay extra money but they don’t guarantee it once we pay we can’t do anything about it. Basically we’ll pay the money and then throw it in the garbage. So we decided to do our own investigation to understand what kind of lenses they actually used verses what the manager is saying. We did our own investigation to find out she lied to us and that the lenses they used on both glasses are not what is written on the receipt and what the manager told us they used on the glasses. We will never go to LensCrafters at white oaks mall again and we’ll make sure to tell our family and friends not to do so. We will never go to LensCrafters at white oaks mall again and we’ll make sure to tell our family and friends not to do so.
I received my order 21742889078952 The right lens was made incorrectly with a minus not a plus prescription as was shown on my uploaded prescription. I took them back to the store and was told I would have to pay to have a new right lens put in. This was LensCrafters’s error not mine and I should not have to pay to get the correct glasses when I uploaded the correct prescription. LensCrafters has just lost my business, both current and future. The store shipped back my glasses for a refund, but I am out my time and having the correct glasses made, and will now have to buy them somewhere else.
I left my visit to LensCrafters today feeling really frustrated. I went in hoping to get eye prescriptions for myself and my son, only to be told that they no longer provide regular eye prescriptions and are now only offering medical prescriptions. What makes this even more disappointing is that LensCrafters seems to distance itself from responsibility by saying the optometrists are not directly theirs. But if they are providing the space for these services, there should still be some minimum standard of service and accountability. From a customer perspective, that distinction does not make much difference. It feels like a cash grab. Charging $189 for an exam that takes about 10 minutes is incredibly hard to justify. Without a proper prescription, I cannot even move forward with getting new glasses, which defeats the whole purpose of the visit. A few years ago, my eye exam cost around $50, and now the price has nearly quadrupled. For families, this is becoming unreasonable. I honestly wonder how many hours someone has to work just to afford eye exams for an entire family of five. Overall, this experience was disappointing, frustrating, and far more expensive than it should be.
In response to the bot's clearly copied and pasted response: I EMAILED YOU THE SAME DAY I WROTE MY REVIEW. This is case in point why your company is the worst. The company is full of liars and scammers. I ordered a pair of glasses that were poorly made and felt like I was looking out of a fishbowl. I returned them the next day. I called and spoke with multiple representatives who “assured” me that the claim submitted to my vision insurance would be cancelled and my benefits reinstated within 48 hours. It’s been 2 weeks and my benefits still haven’t been reinstated, so I called my vision insurance again, and this representative informed me that they were never notified, despite the last OUTSOURCED representative putting me on hold for 10 minutes while they supposedly spoke with someone at LensCrafters who confirmed the return and promised me that my benefits would be reinstated within 48 hours. The representative I spoke with today said there’s no record of that call. Extremely shady operations.
Ordered a pair of prescription glasses from the lenscrafters website. They shipped within a day and I received an email that they had been shipped with a tracking number. However the tracking showed no information for shipping was available, over a week later I was getting concerned so I contacted UPS and they hadn't received the package. So I contacted LensCrafters, she told me my order had been lost in transit. To which I responded that couldn't be the case because ups never received the item. She then changed it to "lost in our mailroom." So basically they never shipped my glasses, forgot about the order and I had to contact them to get a replacement. Thanks it's not like I need these to see or anything.
I purchased a Meta Ray-Ban frame and prescription lenses from LensCraft at Fashion Square Mall in Scottsdale, Arizona. I remain very disappointed with the service there. None of the customer service representatives seems knowledgeable about the products, and their behavior is unprofessional and disrespectful, especially when questioned about the misleading information provided. I spoke with a manager who outright accused me of lying. The staff at this location needs training, or the public should be aware of how they are treated. Please address this issue, as some of the treatment I experienced feels racially motivated.
Based on 40 verified customer reviews, LensCrafters holds an average rating of 3.0 out of 5 — rated Average on ReviewTerminal.
