LensCraftersReviews of lenscrafters.com

The appointment was scheduled online, and our insurance information was entered exactly as it has been for the past several years. At no point during the online scheduling process or in the appointment confirmation were we informed that LensCrafters no longer accepts our insurance. When my wife arrived for her appointment, she was told that LensCrafters no longer accepts our insurance and that she would have to pay out of pocket for both the eye exam and the glasses. This was extremely disappointing and frustrating. If a business stops accepting a customer's insurance, that information should be clearly communicated during the scheduling process and in the appointment confirmation—not when the customer arrives for the appointment. My wife canceled the appointment, and we will be taking our business elsewhere. To be honest, LensCrafters was never the cheapest or the fastest when it came to accommodating our needs, but we continued to use them because we were familiar with the company. After this experience, there is no reason for us to continue doing so.

Went in for an eye exam and to get glasses. Process is very slow and busy. Once I found what I wanted, they had to run around looking for a working measuring device. By this time I needed to leave (being there for about an hour fifteen already), said I would be back. Not great, not horrible, I guess average these days. Weird prescription, missing a few numbers and a lot different then previous prescriptions in a couple of places. Later I decided to check if I could order the glasses online. I wear progressives, so in the past, it was normally not available most places online, but it’s been a few years. It appears that they will let me order them online, so I place my order, and assume they have some way to measure my face and the frames from my progressive lenses. Didn’t prompt for a photo, didn’t redirect me to get an appointment to get fitted in store, weird. Delivery estimated two weeks. Not a problem, all the previous places say two weeks and you get a message in about 4-5 days. Two weeks… later I get a message out for delivery. Then I see the message delivered. A few hours later I check the status to see why I haven’t received a pickup message, and the status says “delivered and settled”. I really didn’t know what that meant so I just called the location. Gave him my info and he responds, we didn’t receive an order for you today. I explained the emails, status, etc. he goes and checks again. I guess they find my order and the tracking number and see that it shows delivered to that store at 11:02am. But the are adamant that my glasses didn’t show up. I ask what’s next and they respond that I have to reach out to online customer service, stores have no visibility, cannot change anything, you have to reach out to online customer service. No help, didn’t want to deal with it in store. Weird though, because I didn’t know it was a franchise. Try to reach out to customer support. Not easy to find contact information (one of my top indicators of a bad company), then get only live chat option. It wasn’t “live” in the sense live-person, just live in the sense that eventually if you can make it, maybe you will get a busy, overworked agent handling multiple contacts at one time. After painfully slow interaction with the agent, nothing, but a possibility that a lost package ticket was open (never any confirmation of that). This was upsetting, it’s a sign when a company doesn’t want to make it easy to speak with someone. This is kinda bad. I received a call at 6:31pm, voicemail stated they found my glasses and I can come pick them up tomorrow. Convenient, one minute after the store closes. During the night I get an initial response that my order is ready for pickup and another pickup email. After work I go to the store to pick up my glasses and they cannot find my glasses. They look and look, help other clients, look, look some more… finally, we found them, let’s try them on. Put the glasses on and it’s blurry almost everywhere. We go back and forth about the same company, why they would allow me to buy prescription progressive lenses online with no measurements, and why they have no access to the online order. They put the dots on the lenses to identify the regions and measure them on my head and they don’t line up, not close. Type of frames can only be adjusted so much. Still blurry. I’m mad now, not sure if prescription, lack of measurements or what. Return the glasses and request another exam to verify my prescription. Next morning, I discussed my issues and then had the most detailed exam I’ve ever had. It was a lot different than the first in almost every way. So now my dilemma is this, I have two prescriptions done two weeks apart, somewhat different, by the same doctor, but additional tools for the second. If I take this to another eyeglasses store, I’m pretty sure they won’t take them back or repair the lenses since the prescription isn’t from their store if there is a problem with the prescription. I can’t get another prescription with my insurance because of the yearly cap on exams, so I have to pay out of pocket. I do not think I want to continue doing business with LensCrafters after finding out how the company works and the ownership. Unfortunately the frames I want are either owned by LensCrafters or one of its sister companies, so even if I can find them they will be more expensive at another store. I also don’t think that they offer the transitions (owned by the same people) option I want outside of LensCrafters or Pearle Vision (owned by the same people). I can’t recommend anyone go to LensCrafters.

My name is Rae Smith. The doctor was very thorough…except for the lens experts, they completely damage all of my glasses. The glasses are so bent out of shape that when I try to straighten them, it broke in half. I specifically said “PLEASE DONT NOT BEND THE FRAMES”, response…we won’t!! What did they do? EXACTLY what I asked them NOT TO DO!!! Days later the frame does not sit well on the face…waste of money!! I would not recommend LensCrafters to anyone!!

I have been going there for years. I love coming back and seeing familiar faces. New faces are fresh & exciting too! Always great customer service and they go the extra mile! Cookie & Katelynn are so sweet!

Ordered contacts. They took the money out of my checking. They said a couple of weeks for them to send them to me. This was 3 weeks ago. Called last week they told me they should be coming. Called today and they said it is on back order and not sure when them might come. The staff said they work call and never did. All I got was a staff manager and never got to talk with a manager. Told they do to all of the i will never come back. I with been with lens crafter for 7 years. Maybe the too busy or just dont care. But they have a sign up that if you happen they will make it right. I told them I just want to cancel my order and get a refund. They told me they are mailing to me and once I get they bring them in and then I will get a refund. Asked if they dont come, they didn't have an answer

Compre unos RayBan Meta mate y estaban rayados , fui a la tienda por la garantía y dijeron me los mandaban a casa, llegaron los lentes y otra vez estaban mal, fui a la tienda y se enojaron y en lugar de solucionar cancelaron la compra. Pésimo servicio.

I placed an online order with LensCrafters on June 26. For the next ten days, the order remained at “processing” with no explanation for the delay. LensCrafters never contacted me to tell me there was a problem with the order or that the frame was unavailable. I had to keep checking the order status myself, and all I continued to see was “processing.” I eventually learned that the frame was on backorder. By July 6, I had waited long enough and called LensCrafters to cancel the order. The representative told me she would cancel it, but the cancellation was not completed as promised. I then had to make additional calls and send emails just to get the cancellation processed. The order was eventually cancelled and I received my refund within about a week, which I appreciate. But this was much more work than a simple eyeglasses order should have required. If an item is unavailable and an order is going to be significantly delayed, the customer should be informed rather than left indefinitely looking at a “processing” status with no explanation. And once a customer is told an order will be cancelled, that cancellation should actually be completed without requiring repeated follow-up. The matter was ultimately resolved, but the lack of communication and the amount of chasing required made this a frustrating experience.

Had a very nice experience with sale associate Leoal at Hillcrest Mall location in Richmond Hill, Ontario. She was pleasant, knowledgeable, professional and very well versed in the products. She took her time and answered many questions. The store has a positive atmosphere as well.