T M.
I found out the hard way that…
I found out the hard way that lenscrafters.com is not the same as the LensCrafters brick and mortar walk in stores. I figured it was simple to order my contact lenses online and it was indeed a simple process to do it. After identifying yourself and creating an account you enter in your contact lens information choose the store where you were examined and the name of the optometrist who did the exam and then wait for verification of your script. Afterwards, they will ship your order. What could go wrong with that? My contact lenses came just in time for a short four day trip I was on. I snapped off a row of each box tossed them in my luggage, and when I got to my destination- the next morning, I couldn’t figure out why I couldn’t see out of my right eye? A family member helped me to realize that my right eye was wrong. They sent me the wrong number instead of a +3.75 I was sent a -3.75. Fortunately, I had a few pair of my old script in my car. I called customer service and explained the error and asked how that happens if the doctor verifies the script?? I was told that it shouldn’t happen, but there was no problem and she’d immediately ship out the correct contact lens . When I got back home a few days later, I started getting emails saying I needed to verify my prescription ??? she said my contacts would be shipped out, but now I had to get a prescription and verify it. The problem I quickly realized was that no Dr. actually verifies the scripts. In fact, when I called the store at the mall where I had my exam, I was told that they don’t communicate with each other unless lenscrafters.com would call them because they are two separate companies. I was told I would have to have lenscrafters.com call them if they wanted the prescription.(so much for the part of the order process where I selected my Dr and the location) Obviously my first order was sent without verification. So I made a second call and I was told no problem, they would call the brick and mortar store ant the mall near me and have it confirmed. A week later, I was still getting emails saying I needed to verify my prescription. I made a third call to customer service, I was told that the third person would make the call and then I’d have to wait for verification before shipment. At that point I requested a refund . The refund that came through my PayPal account about four days later. In the meantime, I called LensCrafters at the mall and paid to have them ship the right contact lens to my house. I’ve received notification that the shipment is on its way so it has taken roughly 2 weeks to straighten this mess out. I don’t advise anyone to make the same mistake that I made. Either just go back to the brick and mortar store and order your lenses or don’t deal with them at all. It’s ludicrous that this isn’t the same company and no layman would have any idea. I think it’s wrong that they request the drs name who wrote the script for verification purposes when they know that the doctor isn’t even going to talk to them or see the order. Bad business!
Response from LensCraftersJun 8, 2023
T Miller, We’re sorry to hear of your recent experience and we’d be happy to look into it for you. Please send us your information by clicking this link: https://www.luxotticacustomercare.com/lenscrafters/customer-care-form. Again, we apologize for the inconvenience and look forward to hearing from you soon.