LensCraftersReviews of lenscrafters.com

The Santa Monica branch messed up my contact lens prescription. I have had the same contact lenses for 8 years. I was very happy with them. I told the doctor not to change them. She asked if I had any complaints with my current prescription and I repeatedly said no. But she told me a slight tweak would make them more comfortable. They didn't - it was hell. I even had the foresight to push back on her recommendation and she told me just to roll my eyes if that happens. Didn't work. Now I can't see in one eye if I wear contacts and I have to wear them in my line of work. One of them is really uncomfortable after they adjusted the prescription. All of this is forgiveable - at least in my mind. But that was not the worst part. We spoke with Annie and zero accountability. Just a robot line of how they have to book you in again and I'd have to wait a week (and then even more to get the new contact lenses resent). Keep in mind, I can't see in one eye when I'm at work. Complete incompetence in working towards finding a solution. Absolutely not cut out for customer service. After an hour on the phone trying to sort it out with her, she told us that if I sent over my old prescription to confirm it was such a tiny change, she would hand it to the doctor and they would sort it out pronto. This was an agreement we reached after an hour of her pushing back and not actually using her initiative in the situation. We thanked her and trusted that she would follow through. And she completely dropped the ball. Nothing. What a time waster. And she had the nerve to tell me "don't worry we won't charge you for coming back in again". She is completely incompetent. Worst experience ever. Do not go to this branch.

I had a horrible experience with Len Crafter. I had the eye exam done at the store and ordered lenses for my Meta Frame, which I bought in. I was told Lens Crafter can do lens for my frame. A Lens Crafter doctor ordered my prescription; the same store did my lenses. My lenses were delayed initially 3 weeks. When I was called, it was being ready, but the person was not there to fit my lens. Then I was told that they have to reorder the lens as it’s not the correct size, causing an additional 2 weeks of delay. After 2 weeks, I was called again, and when I picked up my progressive lenses, they were inverted, causing a headache. I had to bring it back to the store and they reordered, which took another 2 weeks. When the lens came back, the angle was an issue as I had to tilt my head to get things done. I told Lens Crafter that I am not happy with the progress, and they were causing constant messes with my progress. Just get me a single vision lens. They ordered and took another 2 weeks. When I picked up my glasses, it still had a different angle on the bottom. I was told to come again to see a doctor. I was told to pay another exam fee when I saw the doctor. This is ridiculous. I decided to walk out and will now pursue it legally with my lawyer. I want Lens Crafter to be aware of this and want to give it one last chance before I pursue it with my attorney.

The overall online experience was easy and quick

I have had decent in-store experience with them. I am also OK with some online limitations, such as failure to accept handwritten prescription files. It happens possibly due to strict text extraction requirements. However, the customer support team was not very helpful and told me that my order can still be canceled after I had submitted the prescription file to them directly. They also ended the conversation abruptly, leaving me so confused. I learned the lesson and will avoid online business if feasible.

They lost my daughter's eye exam record from 2022 and gaslighted me saying she didn't get her exam there while my insurance confirmed they were billed for the eye exam. My daughter also bought glasses there after the exam and come to find out later, they only billed the insurance for the frame. They did not bill the insurance for the lense and charged my daughter full price for it as if she had no insurance coverage.

Ashton was very welcoming and helpful.She picked out my frames and spend time to ensure I was satisfied with the choices.She always greets you with a smile and always acknowledges you as you enter the store.

Saul and Roger at the Macy’s LensCrafters Peabody location are fantastic! I have been going there for many years and they are always kind, helpful and extremely knowledgeable. I highly recommend them!

Dr. Coral Cohen is A-mazing! The store is beautiful, and the staff is always attentive. The website offers a great buying experience, is easy to use, and has the best prices! They do not disappoint!