LensCraftersReviews of lenscrafters.com

I purchased the One Year Eyewear Protection Plan at the LensCrafters located at 6 March Avenue in Manchester, NH. The plan clearly covers replacement of frames and lenses due to normal wear and tear. When I attempted to use the plan, the store refused to honor it. There was no damage, no misuse, and no prescription change. This was a straightforward, contract‑covered replacement. I provided the written plan, receipt, and all documentation. The store still declined to process the claim and offered no meaningful assistance. Because the refusal contradicted the written terms of the plan, I filed a formal complaint with the Better Business Bureau. I also contacted the New Hampshire Insurance Department, which reviewed the situation and noted the conflicting information provided by LensCrafters and their protection‑plan administrator. Despite all of this, the store has continued to provide only generic, automated responses rather than addressing the facts or honoring the plan they sold me. A protection plan is only valuable if the company stands behind it. In this case, LensCrafters did not.

+poor quality lenses (online order for progressive lenses) +upon initiating return, was not given the option to purchase the frames only (had to return the frames with NO OPTION to buy them again...they were the last pair of this brand) +waited for HOURS online to discuss return +was mailed 15 (!) links for return labels, none of them worked (had to go through technical issues department) +overall WASTE OF TIME, felt like dealing with a faceless, careless mega corporation Lesson learned: support your local, friendly optometrist and don't fall for gimmicky sales, as you will get what you paid for.

I am extremely disappointed with the way I was treated at this LensCrafters location. I was pressured into purchasing unnecessary lens insurance, interrupted constantly, and treated with hostility during a phone call. The employee, Leila, was rude and dismissive and even hung up on me before I could explain my situation. When I went to the store in person, the manager (possibly Edith) behaved in a similar way—refusing to listen and continuing to push insurance I did not need. Another employee eventually stepped in and confirmed that I was correct all along. No customer should ever be treated this way. This situation caused me significant stress and left me with no trust in this location. I have filed formal complaints with corporate. And now after the complaints that i’ve made lenscrafters said that they felt uncomfortable and unsafe and that i’m no longer be permitted to return to this store location, so if I have issues with my glasses again i’m gonna have to drive to a different city for that. They’re terrible!

I’ve been a customer of LensCrafters for 4–5 years. I am a senior citizen, I carry excellent vision insurance, and I routinely purchase high-end frames and premium progressive lenses, often costing over $1,000 per pair. What I experienced here is unacceptable — not just poor service, but total disregard for the customer. My eye exam and purchase were both completed on January 9th. As of January 30th / 31st, I had received no phone call, no text, no email — absolutely nothing. No update. No explanation. No courtesy. I had to call them to find out what was going on with something I rely on every single day. Whatever the issue was is beside the point. Silence is not service. Leaving a customer — especially a senior — completely in the dark after taking their money is unprofessional and inexcusable. It gets worse. I was referred to the manager, Mel Aiena, and that went nowhere. No follow-up. No urgency. No ownership. Being handed off to management with zero resolution is not customer care — it’s avoidance. This location feels disorganized, poorly managed, and indifferent to the people who keep it in business. The staff handling orders appear overwhelmed or untrained, and customers are treated like an inconvenience instead of a priority. After the amount of money I’ve spent and the years I’ve been loyal, I deserved far better than this. No one should have to chase down their own prescription eyewear or beg for basic communication. I strongly advise anyone considering this location to think twice unless you’re prepared to wait indefinitely, make repeated calls, and tolerate complete lack of professionalism. Seniors and repeat customers deserve better — and right now, this place does not deliver

My insurance no longer is accepted at LensCrafters no big deal. They continue to harass me for 2 years now after telling them to stop calling me my insurance is no longer good there 12 different people from emails to physically talking to them in the store refuse to delete my account

I placed an order with LensCrafters at the Volusia Mall in Daytona Beach Florida on December 23rd 2025. The sales person was Ashley who is also the manager of the store. The sales order number is #1036618190538. The order was for blue lens computer glasses. I provided them my existing frames. I contacted the store on Jan 10 2026 and got a message stating they would call me back in 2 days. I did not receive a call from them. I contacted them again on Jan 20th 2026 at 9:47 AM and got the same message. I then contacted LensCrafters.com via phone and was told that my order had been cancelled and I needed to contact the store. I explained the situation and was told the only way was for me to travel to the store in Florida. I then tried again to contact the store on Jan 20th 2026 and I was able to speak to someone at the doctors office there. The person told me that they would leave a message for the manager and I would be contacted. I wanted to speak to Ashley and tried several times that day to reach the store 3 times but no one picked up and all I got was a message stating that someone would get back to me within 2 business days. On the 4th try Ashley picked up. She confirmed that the order had been cancelled because the glasses had come back but they did not pass quality control. She said one of the employees there would get back to me the next day. Of course no one contacted me the next day. I tried contacting the store on the 24th of Jan again, after a couple of tries I got through. I spoke to Ashley for a few minutes and was put on hold. An employee came on line and asked if I could describe the frames I gave them. I told them they had the frames and should look at the frames themselves. I was put on hold for 15 minutes. The employee came back at which point I asked them to simply refund my money and send my frames back. She said ok. I asked her to put me back in touch with Ashley so I could confirm this. I was put on hold for 15 minutes again after which I hung up and tried to call again a couple of times to no avail. I am now out of my money and my frames. The manager and employee have basically stolen my money and frames

Good Day, LensCrafters does a good job at ignoring and dissming their customers. I've reached out numerous times in regards to several customer service experience complaints, quality issues, and overall shopping experience since my last happy purchase which was in 2018. I keep receiving the run around, and the concerns being deflected or blamed on the store. My issues at this point is above the store-level, and needs to be escalated to the corporate office for North America. I was told to send an e-mail to this e-mail address as per the response from TrustPilot. Lenscrafters does not live up to their policy of reaching back out to the customer. The response I've received via the BBB portal stated Lenscrafters (the store) attempted to reach out to me 5 times which no one has to my knowledge as there was no phone call made out to me or any voice messages left on the number I have consistently provided has always been the same. I even provided an e-mail address which has always consistently been the same. At this point, my concerns are being ignored and swept under the rug without regard. I'm completely dissatisfied with the way I've been treated by Lenscrafters in the last 2 months. As per the BBB notes, the store never reached out to me only to send a text informing me I have a pair of glasses to pick-up, I had oral surgery performed and was unable to go to the store. However, I did call the store to inform them of the defects on the frames and lenses. The weather also did not permit me to go to the store either. Overall, my concerns at this point are beyond the store-level, which simultaneously is consistently being deflected, ignored, and mitigated by Lenscrafters leadership. After shopping with Lenscrafers for over 20 years, to be making this type of complaint now... yet the customer is wrong, blind, and the problem. I don't even feel like a customer anymore! After calling the Customer Service line again today, miraculously there's a response from the BBB.

Terrible experience. Incompetent communication and clueless staff. I was told 3 times my glasses were ready and they were not. I found out after 2 weeks of waiting they didn’t even ship yet. After 3 calls to clueless people I give up. Filing a BBB complaint for a full refund. LensCrafters is a joke now. They seriously counsels care less about the customer and they make sure you know it. Avoid this place!!!