LensCraftersReviews of lenscrafters.com

My order was significantly delayed (came about 2 weeks later). The customer support team “wanted” to make it up with me and gave me a promo code, specifying that it will work with my insurance (because I told that otherwise I don’t need it). It didn’t work and I just ended up spending much more time trying to apply a promised discount. Then I’ve been told that it was my misunderstanding and asked, I think ironically: “did you want to get glasses for free?”

Just returned my glasses for the 10th time to LensCrafters in Mt Juliet Tennessee. They were extremely rude, and said there was no manager on duty.

I've never had a manger of any store hang up the phone on me. Your female manager at the Airport Blvd. store rudely hung up on me because she said "I was screaming at her" which is the farthest statement from the truth. I brought back my glasses due to a manufacturer's defect, a piece of the frame cracked. I paid my 50.00 and asked if I could keep the defected glasses until my new ones arrive. During the waiting period of the new pair I sat the glasses down on the side of my truck while unloading groceries. Obviously, I accidently left them laying on the outside of my truck because when our yard maintenance was mowing the following day he found one of the lenses on the ground where I park my truck. I'm not certain if they were ran over with the lawnmower but all we found was one lenses which I currently posses. It's identifiable due to the lenses prescription and the lenses being customized by Costa with a bevel around the lenses so they can secure with fishing line. Please note, I was told by another manager at the Bel Air Mall location a couple years ago that she had a customer that was on his lawnmower and accidently ran over his glasses, he found a piece of them in the yard and brought it to the store and she gladly replaced his glasses. I've used Lens Crafters for all my glasses and contact needs since I was in my twenties. I've also owned costa products for the same amount of time. I'm now 57. I'm so disappointed how the manager treated me, I doubt I will ever shop at your store again. I've been in the insurance customer service/litigation business for 22 years and presently run a litigation department for American Integrity Insurance in FL. The number one rule I tell all of my employees is: "You never have to tolerate abusive language but you DO NOT hang up on a paying customer if they are trying to express their concerns. I'm not certain how LensCrafters trains their managers in the art of handling upset customers but it should be revisited I've read Affirms policy and conditions and DO NOT see an exclusion for additional damage occurring while you were waiting on your replacement glasses. This was sudden and accidental and was a direct result of covered damage. My policy wasn't voided or cancelled and was in place with the premium paid when this occurred. I now have my replacement glasses at the store and the manager is stating that unless I bring her the old pair back fully intact, she will not allow me to pick up my replacement glasses. I FULLY understand there are conditions in the policy provisions that avoid customers from keeping their old glasses in order to have a spare pair, this IS NOT my situation, I have one scratched and damaged lenses that can be easily proven this was from the original pair I purchased. I'm currently without a pair of daytime prescription glasses and can't wear contacts due to dry eyes, this isn't acceptable due to me not being able to drive or see any type of danger. I'm well versed in getting results when an insurance company and its associates don't treat the insured fairly, we call it "Bad Faith" in my department. Blatantly denying my legitimate claim will result in litigation. This will be my one and final request for LensCrafters and Affirm to act in good faith and follow their policy provisions. If you choose not to act in good faith, please send me a formal denial letter so I can start the process (3400 Riviere Du Chien Rd. Mobile AL. 3669.3 Lastly, why would a large company like LensCrafters have a manger running one of your stores with such a hostile and hateful manner? Is it not important tyo LensCrafters to have and retain return customers?

The doctor was fine BUT was a HUGE waste of my valuable time! When I scheduled my appointment well in advance with EVERYTHING you asked me to provide online, prescription, last eye exam, etc. ONLY to be told by your people that you DON'T do high index lenses. I spent over 35 minutes awaiting for your rep to get back to me because she claimed there a problem with her tablet, then going back and forth with her associates about then to finally give me the bad news! The least Lens Crafters could have done out of respect to me would have been to AT THE LEAST LOOK AT MY INFORMATION I ENTERED ONLINE WITH A PREVIOUS PRESCRIPTION AND TELL ME UPFRONT THAT THEY DON'T PROVIDE THE SERVICE. BUT THEY DID NOT HESITATE TO TAKE MY MONEY. IT SHOULD BE REFUNDED for the wasting of my time and resources prepping for the appointment. Now, I have to waste time looking elsewhere to get my glasses made! Why waste a customer’s time and effort requiring them to alert them on the online application about their conditions, prescript and etc.if they are NOT CHECKING IT AT ALL! If you have High Index Issues I DON’T RECOMMEND LENS CRAFTERS

The facility at Torry st Brockton MA is nice and huge with ample space, nice set up, display etc. and workshop attached all good, but the main reason all this is set up for is the "Customer". And the customer are treated as last priority there. First if you book an appointment two weeks in advance then upon reaching there (taking time out from your work) you are made to sit for half an hr while they do god knows what, then you go through the process (eye exam, glasses etc.) then you sit through a long period while they figure out your insurance before you are let go. so if you stay at that location for two hours, you are being required/attended there for 30 min ONLY, for rest 90 minutes you are just sitting there while they figure out what to do and afterward how to bill your insurance. Awful waste of time of customers at this location. My suggestion, avoid this location if you can.

Placed an order online on December 1, 2023. Keep checking the status online as well as through live chat and the only thing I keep being told is that it is in process. None of the multiple customer service agents could give me more information than that. When asked how long does it take on average to get the glasses, I was told 7-10 business days after manufacturing. I asked about the average time of manufacturing and was told that he did not know as that information was not available to him. He basically gave me useless information that would be available online anyway. Also, he mentioned that it could be that the frames I chose were in high demand and therefore, taking a long time although he wasn't sure as that information is not available to him. I asked to cancel the order but he said that wasn't possible. I asked to be guided to someone above him that could cancel the order and provide more useful information about my order but that was also not possible, according to him. He took well over 30 minutes of my time repeating the same information as if I did not speak English. I would love to give Lenscrafters 0 star review but unfortunately, it's not possible. I wish I had done my due diligence and read others' reviews prior to placing my order. Update: I was provided a link by the live-chat agent ultimately that led me to a form to fill-out to have another level of customer service to resolve my issue. Surprisingly, they did respond by email within a few hours. However, sadly, they said that they are unable to deal with my situation as it was an online order. Seems like those of us that make any orders online with LensCrafters are on our own. I had placed an order for prescription sunglasses the same day with Zenni Optical and received them with 2 weeks. Not to mention that when I reached out to them they answered all my questions without any ambiguity. I am in no way promoting them nor am I affiliated but trying to demonstrate the difference of their promptness and attention to customer service even though I believe they are a much smaller company than LensCrafters.

They seem professional and provide good customer service when you walk in and pay for your glasses, but once they have your money, the delivery and customer experience are horrible. They promised a simple single-vision prescription that should take no more than 6-7 business days, but after 14 days, the glasses are still not ready. Every day, I call for the status, and there is a different story that is inconsistent each day. They promise to call you back, but they don't. They even lied about the glasses arriving and that a technician was working on them, but then the next day, another rep said that shipping was delayed. They take your money and don't care about you afterward.

PLEASE SEE PHOTO OF RIDICULOUS RESPONSE FROM MANAGEMENT SAYING ITS PERFECTLY NORMAL FOR YOUR GLASSES TO PEEL AT 1.5 years!!!! SO THEY ARE AWARE OF THE GARBAGE LENSES THEY SELL!!!! I called and spoke with Ryan who claimed he was a manager in regard to an issue with my anti-reflective coating peeling on my glasses. Ryan told me because it was past the one year mark and since it was 1.5 years now that he would not help me. He referred me to a luxotica website that was not even working and when I googled the number to the customer service they said I needed an account to speak to anyone. I called back and told Ryan I felt extremely dismissed and that he displayed a general lack of concern for my issue. Additionally, I told Ryan that I have been a customer for years and have spent thousands of dollars with LensCrafters and would like to have my issue resolved at the store level. Ryan simply refused to even consider helping me and when I asked for his managers information so that I could attempt to have my issue resolved, he blatantly refused to provide me with a name, email, number or any type of contact I could reach out to. Ryan simply kept dismissing me to customer care and didn't even bother to provide the number for that. When I asked him "so you don't have a manager your at the top just doing what you want to do? " his response was "that's correct, I don't have a manager for your issue". I told Ryan of my intent to press the issue and told him I will NEVER spend another dime with LensCrafters on any type of lens and likely not glasses either! Ryan could not begin to have any concern whatsoever! If you do shop with them, DO NOT LET THEM UPSELL you on any of that coating and anti-reflective blah, blah, blah! I assure you it does NOTHING and peels like an onion! Additionally, I told him that this has happened several times before and in the past, every time a manager has fixed it at this level for me. I told him it was very clear that he couldn't care less about my issue or my business and he simply said "yeah, I get how you feel"... WHAT???? This store has HORRIBLE service! There are too many places to get nice glasses from to be treated so dismissively. I would DEFINITELY try another location first if LensCrafters at all!