LensCraftersReviews of lenscrafters.com

Last evening (June 16, 2026, around 5:30 PM), my wife and I visited LenseCraft at Oakville Place to inquire about purchasing Ray-Ban Meta Glasses (Gen 2 Wayfarer, dark blue frame with transition prescription lenses). Initially, a staff member attended to us and showed a few options. Unfortunately, the dark blue frame was not available, so I asked whether it would be possible to order the frame directly from the Ray-Ban website and have the prescription lenses fitted through the store. At that point, without any explanation or apology, the staff member simply walked away and started serving another customer. We waited for several minutes, expecting someone to continue assisting us, but nobody did. We left the store, did some shopping elsewhere in the mall, and returned about 15 minutes later assuming someone would be available to help. There were two other staff members seated at separate workstations, and despite clearly seeing us in the store, neither acknowledged us nor offered assistance. My wife was understandably frustrated and wanted to leave immediately. Personally, I was left with the impression that the staff simply did not want our business. We were prepared to spend approximately $1,000, yet we were treated as though our presence did not matter. This was, without question, the worst customer service experience we have encountered in Canada. Being ignored twice while actively trying to make a purchase is both disrespectful and unacceptable. To the franchise owner: if you would like to verify this incident, please review your CCTV footage from around 5:30 PM onward on June 16, 2026. You will clearly see us waiting in the store for assistance and then returning later only to be ignored again. Utterly disappointed. I would not recommend this store to anyone seeking professional service or basic customer courtesy.

This is worst eye care provider in the world I ordered glasses online it took a month to receive them They were sent with unpolished lenses and crooked frame I went to store at Hillsdale mall the guy said he is working there for over ten years and had a insulting don’t care attitude towards the customers he sent me away back to work with online when online said studs can take the return or address any issues After returning the glasses through a long process they sent me a replacement pai after three weeks it was worse than first one of had Scratches on the frame from putting in lenses the lense was still cloudy thick and unpolished Went to same Hillsdale mall store and was insulted and ill treated by the sand entitled manager sent back to work with online through ups and didn’t care about the issue for customer or LensCrafters brand most likely has been getting away with illustrating customers for over ten years so why stop now! I then had to again spend long time effort to send the bad glasses back and still waiting for refund after three months Save yourself time money and sanity and avoid LensCrafters like plague !!

My family and I recently visited the LensCrafters location at Deptford Mall, and what should have been a routine shopping experience turned into one of the most uncomfortable retail experiences we’ve ever had. I visited with my fiancé and my adult son to look at Ray-Ban frames. We had previously been told that a particular frame style might not work for my prescription, but we wanted to explore other options and ask a few questions. When we arrived, there was only one other customer being assisted. Rob welcomed us, and we explained what we were looking for. He politely told us to take our time and let him know when we were ready. While we were browsing frames, an employee named Christy stopped assisting her customer, looked directly at my son and me, pointed in our direction, and whispered something, all I could make out was to” watch them” to Rob while motioning toward us. This occurred in plain view of another customer. I was looking directly at the interaction and immediately asked, “Is there an issue?” Rather than addressing the situation, she quickly turned her attention back to her customer. There was no misunderstanding about what happened. Later, Rob apologized for the experience, which confirmed that what I witnessed was inappropriate. What makes this even more disappointing is that we have been customers of this location for years and have never experienced anything like this before. During a previous visit, Christy was already dismissive, snappy, and unwilling to provide any meaningful explanation as to why the original frames would not work for my prescription. Her attitude was unprofessional and unhelpful. In contrast, Rob took the time to thoroughly explain why certain frames would not work and provided guidance on brands and styles that would be a better fit. Brittany was also extremely helpful in tightening our current glasses and replacing the nose pads. Their professionalism and customer service were appreciated. Unfortunately, those positive interactions do not erase what occurred. I left feeling racially profiled and closely monitored while simply shopping for eyeglasses. Even while assisting multiple customers, Christy appeared far more focused on watching us than serving the people she was helping. As a disabled veteran, I choose to spend my money where my family is valued and respected, not where we are treated with suspicion because of the color of our skin. Because of this experience, LensCrafters has lost a loyal household customer. Our family typically purchases approximately eight pairs of designer eyeglasses each year, and we will be taking our business elsewhere. I hope management takes this feedback seriously and addresses both the customer service concerns and the apparent racial profiling that occurred during our visit.

LensCrafters is one of the worst companies I have ever dealt with! On April 26, 2026, I uploaded my new prescription and placed an order for my contact lenses. I immediately received an email confirming my order. On May 3, 2026, seven days later, I realized I had not received any further communication from them, so I logged into my account and found that they had canceled my order. There was absolutely no notice given to me that this had occurred. NO CALL. NO TEXT. NO EMAIL. NOTHING. I was at work and could not call, so I tried to contact them through their chat feature. However, as soon as I typed out and sent my message, it would tell me, “Your chat has ended.” I tried multiple times. THIS WAS INFURIATING. I sent them an email complaining about the lack of notification and asking why my order had been canceled. The next day, I received a response to my email. They made a huge deal out of explaining that I was not charged and that the hold on my insurance had been reversed, but they did not address the actual issue at all. I ended up placing my order again that day. Once again, I immediately received an email confirming my order. I checked my order status several times that day and the following day, and each time it showed that it was “In Progress.” I forgot about it again for another ten days. Then, on May 14, 2026, I logged into my account and found that my order status was “Cancelled.” ONCE AGAIN, THEY CANCELED MY ORDER WITHOUT PROVIDING ME ANY FORM OF NOTICE. I tried the chat feature again, but it was still broken and ended the chat as soon as I sent a message, so I sent them another email. This time, they told me that my order had been canceled because they could not verify my prescription. I contacted my doctor, and they determined that they had made an error and that my name was misspelled in their system. They corrected the error and sent me an updated copy of my prescription. At this point, I looked into purchasing my contacts elsewhere, but every company EyeMed works with appears to be owned by the same corporation, and they are all horrible. I could not even get an order started. So I went back to the LensCrafters website for a third time, uploaded my corrected prescription, placed my order yet again, and received the confirmation email. Shortly afterward, I logged back into my account. The status of this order showed “In Progress,” but the prescription information for the order was incorrect. It appeared to be my old prescription from the last time I used them in 2024. I double-checked the PDF copy of the prescription I had uploaded that day, and the prescription on it was correct. I then checked the other orders that had been canceled, and both of them had the correct prescription information. I tried calling, but after spending an eternity navigating through all the options on their automated system, the only option it gave me was to use the chat feature. The chat feature seems to be working now, but after making me navigate through all the options again, it simply told me there was no one available to help me and ended the chat. I will be canceling my EyeMed insurance, and I will never do business with LensCrafters again.

I wanted to leave a review of a product on the website, but i couldnt. Whatever I requested I got it, the glssses was the same, my prescription was right,my glasses fits good but at the site of the packaging that the product was put inside I was taking aback. Tracking info stated USPS but came in a UPS packaging , was messly sealed basically if i can put a picture here i will. At least the packaging should reflect what was purchased, it was quite expensive. This is more than a package that was damaged on its way to the Customer. I feel it was already old and extremely damaged.Took forever, to get it and you send the glases in this rubbish? I feel something such as glasses needs more protection. This is cheap marketing.

Can you believe a Burberry frame broke on its own while being worn during an office meeting? No drop, no pressure, no mishandling — just normal use. When not in use, the glasses were always kept in the original case provided. I took them to LensCrafters and was initially reassured that the product carried a 2-year warranty. I was advised to submit an online claim, only to later receive a denial with the explanation that the damage was “not covered.” This raises serious concerns. Either the product is not genuine Burberry quality, or the craftsmanship is shockingly poor for a luxury brand. A premium frame should not fail under ordinary day-to-day use. Eyewear is meant to sit on a person’s face — not fall apart unexpectedly during professional meetings. Very disappointing experience, both in product quality and warranty handling. Sadly, instead of genuinely acknowledging the situation or investigating how a supposedly premium frame could break under normal use, the store manager’s solution was to offer an additional 10% discount on the purchase of another frame. That response felt deeply disappointing and honestly quite pathetic. When a customer raises a legitimate quality concern about a luxury product, the expectation is accountability and proper assessment — not a sales pitch to spend even more money. A frame breaking on its own during normal office use, despite being carefully handled and stored in its original case, should raise serious concerns about product quality and durability. Offering a small discount instead of standing behind the product only makes the experience feel even more dismissive and frustrating.

I placed an order for the thinnest lenses. I got the order but didn't like the frames. Had to wait over a week to get the refund to my HSA. I ordered new frames with THE SAME LENESES. I get an email 2 weeks after the order was place saying "I am reaching out to you today to inform you that your order has been cancelled due to the fact that we are no longer selling or making the 1.74 lenses for online orders. At this time I recommend going in a LensCrafters store to place the order as they will be able to fill the order there with the lens size you need." So they literally offer something on their site that they can't make me and now I have to wait months before my HSA is refunded and I have to reach out to them to reinstate my insurance benefits. I will tell every glasses wearing person I see to avoid Lenscrafters.

Happy to take your money, and then cancel your order without a refund, with ZERO notification as to why. We called and waited on hold only to be told that those lenses won't work with my script. I will happily go somewhere else that respects time and empathy.