LensCraftersReviews of lenscrafters.com

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.

Terrific personnel and showroom. Complimented by your computer site. Fast transaction clearance. Good competence with the associated optometrists ! Thanks

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!!!

Not too happy at all with the customer service I (my wife) received from store 1637, Oshawa Centre, Ontario location... the glasses my wife was supplied with were purchased Oct.8/25, at 1st appeared to be fine, the build quality was not the issue. The lenses supplied were developed according to my optometrists prescription, after wearing the glasses for approx 2 weeks she began to sense the distance focus was off. Because we were not in our home area she had to wait (10 weeks after the date I purchased them) until we did return home to go back to the dispensary to let the manager there know there was an issue with the lenses. At that visit she was told they would do Nothing about rechecking the lenses against the supplied prescription & she would have make another appointment with my optometrist to have her eyes rechecked...What?!.....why would we need to have her eyes rechecked after only 10 weeks! They refused to do anything at all....reluctantly she did as she was ordered to do.....she had to wait until Jan.2/26 to get a new appointment.....THAT was pushed to Jan.8/26.....had her eyes retested (at MY cost)...the resulting prescription was identical to the 1st......went back to Lenscrafters with the new prescription & was promptly told *you waited too long*...we won't replace the lenses unless YOU pay for a new set......what the hell is this??...the glasses are only 3 months old...this company does NOT stand behind their so-called workmanship warranty at all. I personally do NOT recommend them to any individuals needing glasses if this is the way they treat new customers. Disgusting customer service. *footnote*....Lenscrafter reply here directions got me nowhere....I had already (Jan. 12/26) followed the online customer service directions...the back & forth email messages outcome was the store location ultimately has final say on what they will honour, NOT the parent company.......in this case they won't do anything at all to replace the lenses unless we pay for new ones....bloody maddening *here is the transaction # so You can look into this...& You can call me......102255....receipt # 1137366...sales order #1071018411637.....if you're serious about your warranty I hope to hear from you

Ordered 2 sets of glasses on 12/30/2025. Service was great. Abigail said my glasses will be there within 10 days at the latest. First pair showed up 9 days later and the lenses were not installed properly. I was able to get the lenses set correctly so I went on. Day 16 and after calling the store many times I get a different response on when my 2nd pair will show up. Being an OTR truck driver I have to wait. Saturday they said the 2nd pair will be here Tuesday. Today is Tuesday and now they say they dont know when and give it a few more days. Im like a few more days!? I already list a huge amount of income and now have to lose more!? So what happens after a few more days and they still dont show up!? Do I just forget about the 900 bucks I payed for them and go on!? This is absolute bullshit!!! I filled out the complaint form online but no response yet. It takes up to 5 days for them to respond!!! WTF Lens Crafters!? Where is your customer service!? I had to pay 1800 bucks for two sets and now I am left with employees that can't care less about me!? This is totally unaccepetable!!! My next complaint is to the BBB!!! Stay far away from this place. Your better off just putting your money in a fire pit!!!!