LensCraftersReviews of lenscrafters.com

My husband order the AI eyewear. The service was excellent..I love the glasses..and do does my husband. As seniors..Ai is amazing.

I have rarely experienced a customer service process as incompetent, disorganized, and frustrating as the one I encountered with LensCrafters. After purchasing glasses on June 22, 2026, I returned them, and LensCrafters processed the refund on August 3, 2026. That should have been the end of the transaction. Instead, it became the beginning of a nearly two-month nightmare caused entirely by LensCrafters' failure to properly handle my insurance benefits. Despite accepting the return and issuing a refund, LensCrafters failed to release my insurance benefits back to my account. As a result, I was unable to purchase replacement glasses because my benefits appeared to be exhausted. What should have been a routine administrative task turned into hours upon hours of wasted time as I was forced to act as the middleman between LensCrafters and my insurance provider. After spending two days making phone calls and repeatedly following up, I was eventually assured that my benefits would be released. Instead, LensCrafters somehow managed to make the situation even worse by submitting another claim against those same benefits on August 20. Rather than fixing the mistake, they doubled down on it. The most concerning part of this experience is not just the error itself, but the complete lack of accountability and urgency shown in correcting it. Customers should not have to chase down resolutions for mistakes made by a multimillion-dollar company. Yet that is exactly what happened. Weeks passed with no meaningful correction while I remained unable to obtain the glasses I need. This experience demonstrates a stunning breakdown in basic administrative processes, poor communication, and an apparent inability to coordinate with insurance providers. A returned product should result in a released claim. That is Customer Service 101. The fact that LensCrafters instead submitted an additional claim reveals either serious training deficiencies or a complete disregard for the inconvenience caused to customers. I expected a professional optical retailer. What I received was a bureaucratic mess, countless wasted hours, repeated promises that were not kept, and unnecessary delays that impacted my ability to obtain essential eyewear. Based on this experience, I cannot recommend LensCrafters. The store may be able to sell glasses, but when something goes wrong, be prepared for confusion, misinformation, endless follow-up calls, and a shocking lack of ownership over their mistakes.

Multiple Broken Promises, More Money Charged, and No Accountability My wife has had a terrible experience with LensCrafters. On August 28 she purchased glasses after being assured the lenses would be thinner than her existing ones. When they arrived September 9, they were substantially thicker. LensCrafters then convinced her to spend another $115 on high-index lenses, repeatedly assuring her the improvement would be substantial. She specifically explained she didn’t want the glasses if the lenses weren’t going to be noticeably thinner. The new lenses arrived roughly two weeks later with almost no noticeable improvement. Even worse, one lens was visibly improperly seated in the frame. Staff dismissed the workmanship issue because the glasses would supposedly still function. When she wanted to return them, she was persuaded to try having the edges beveled instead. She finally received the glasses back October 2, with the same thickness concerns and additional glare caused by the beveling. Now LensCrafters refuses a return, saying the 30-day window has passed. Much of that time was spent waiting for their attempted corrections! Manager Crystal, who had participated in the promises regarding lens thickness, was condescending and dismissive when my wife called. She even refused to provide corporate’s phone number. We understand that a strong prescription requires thick lenses. What we don’t understand is how a business can repeatedly promise a particular improvement, take additional money based on that promise, and then refuse to take responsibility when the results don’t match what the customer was led to expect. Unacceptable service. We won’t return.

⭐⭐⭐⭐⭐ UPDATED REVIEW – An Outstanding Example of Customer Service! I am very happy to update my previous review and share a completely different experience with LensCrafters. Following my initial concerns, I was personally contacted by the store manager, Harish, who took the time to call me, listen carefully to what had happened, and genuinely understand my disappointment. What impressed me the most was not simply his willingness to resolve the issue, but the professionalism, kindness, and genuine care he demonstrated throughout our conversation. Without hesitation, Harish offered to have completely new pairs of glasses made for both my wife and me, ensuring that we would both be satisfied with the outcome. Harish is, without a doubt, one of the best managers I have ever dealt with. He understands that customer service is not just about selling a product; it is about building trust, taking responsibility, and making customers feel valued and respected. Every business can experience challenges, but what truly defines a great business is how it responds when something goes wrong. Harish demonstrated exactly what exceptional leadership and customer service should look like. I sincerely appreciate his efforts, his personal involvement, and his commitment to making things right. Thank you, Harish, for restoring our confidence in LensCrafters. Your professionalism and dedication deserve to be recognized, and LensCrafters is fortunate to have a manager like you. I am pleased to turn my previous disappointment into a five-star review. ⭐⭐⭐⭐⭐

Beware!! Do not buy Lenscrafter progressive lenses with protective film as it peels off. The Falls store staff & customer care team were not helpful at all taking the big company reply of saying NO we can’t help Manuel D

This company is a joke. They made it impossible to reach them by phone or by online form as the online form actually doesn't submit. You fill it all to fins out it doesn't work. They sold me prescription glasses nearly twice as expensive at premium price to last less than 10 months. The lens starts to lose its integrity, losing its film. Same happened to both prescription glasses I bought for my regular and sun glasses. Now they refuse to communicate, they don't use email but by phone they say we cannot help you. Online form doesn't work so really no way to complain once you fins out they screwed you! Avoid them. Use online companies like Overnight Glasses. I had such a good experience with them and their glasses is still intact after nearly 2 years just like one would expect. Also rude employees.

We have done business with the Kingston MA store for many years, since Martina was manager. This evening Heather was very friendly, well informed!! She is perfect for the job. She guided my wife to selecting a great pair of glasses that she is thrilled with. Heather went above and beyond to ensure a fantastic experience ! Blake helped me by cleaning stuff stuck to the lenses of my glasses that were purchased from this store 2 1/2 years ago. It appeared to be pine sap. He also provided me with some important information. Overall it was a tremendous visit!! Both employees should be commended!

Lens Crafters fancies themselves above the law when it comes to complying with spam laws. A specific location in NYC sends emails out and does not give you a way of opting out. Calls, emails, communications with the corporate office make no difference. They can tell you they'll stop them and then it starts again. "It's time for your eye exam, click here to schedule an appointment". Why on earth would I ever want to give you my business again? I guess they figure there's nobody who is going to hold them accountable for forcing people to receive emails they don't want so the best thing I can do is to tell you to never give them an email address you aren't going to delete because they won't respect your wishes.