LensCraftersReviews of lenscrafters.com

I am extremely disappointed with the service I received when I came to pick up my order. Before coming, I called and was specifically told to arrive before 6:00 PM because the person responsible for cutting the lenses would be leaving at that time. Based on that information, I made sure to arrive at approximately 5:00 PM. However, when I arrived, I was told that the person was not there, which directly contradicted the information I had been given over the phone. What should have been a simple pickup turned into an unnecessary wait of approximately an hour and a half. Even more disappointing than the delay was the way the situation was handled. The staff were rude and dismissive rather than offering a professional explanation or trying to resolve the issue respectfully. I understand that mistakes and delays can happen in any business. What defines good customer service is how those mistakes are handled. A simple apology, an honest explanation, and respectful communication would have made a significant difference. Unfortunately, I received none of those. I hope management takes the time to review what happened, including the conflicting information I was given and the way I was treated. This experience reflects a serious need for improvement in customer service, communication, and accountability so that another customer does not have the same experience.

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.

Their "designer" glasses are incredibly low quality especially given the high price tag. Would not recommend.

I drove 1½ hours to the alderwood mall store because Lenscrafters advertise 2 day glasses. The exam was fine but when I tried to place the order they said it would be 8-10 working days. I appealed to the person in charge but he just gave me a cold stare. No explanation, apology or attempt to explain the false advertising. On top of that, another salesperson had pointed out the frames we could choose from for the $99 special. We choose some only to be told by the person in charge that they were not included on that deal. When asked which frames were, he brought out 2 very similar pink frames. Although he said they were available in other colors, when our salesperson looked that up they were sold out. I felt scammed by the advertising and left without glasses. Very poor service!

First time purchasing from LensCrafters and I’m extremely unimpressed. The customer service was outstanding, and my order arrived promptly. The quality of their product on the other hand is less than stellar. I ended up paying $1,200 for the lenses (not including the frame). I expected at that price the quality would very high end. I made the mistake of not getting the insurance, so when they got scratches on the lens they would not honer the warranty on the scratch protection and actively avoid me when I tried to get them repaired. "We can't do anything if you didn't get the insurance, even with your scratch protection warranty." If you do decided to pay for the overpriced product pay the $40 for the insurance as you will need it.

Bought two pair of glasses at LensCrafters and after a couple months of not seeing as well as I did with my old glasses for distance, I happened to go to my ophthalmologist, who gave me the prescription, and I asked them to read the prescription on the glasses from LensCrafters. The my original prescription did not match the glasses so somebody was wrong. When I went back to LensCrafters, they said their prescription was spot on and that my prescription was not correct for seeing distance compared to my old glasses so now I’m out over $1000 for two pair of glasses and have to use my old glasses to see distances. Definitely the last time that I will ever ever ever use LensCrafters.

Hello so when I first went in for the first time. It was so fast and easy, However when I came to pick up my glasses. That’s when they took a long time to get help getting my glasses home.

Not too happy at all with the customer service I (my wife) received from store 1637, Oshawa Centre, Ontario location... the glasses my wife was supplied with were purchased Oct.8/25, at 1st appeared to be fine, the build quality was not the issue. The lenses supplied were developed according to my optometrists prescription, after wearing the glasses for approx 2 weeks she began to sense the distance focus was off. Because we were not in our home area she had to wait (10 weeks after the date I purchased them) until we did return home to go back to the dispensary to let the manager there know there was an issue with the lenses. At that visit she was told they would do Nothing about rechecking the lenses against the supplied prescription & she would have make another appointment with my optometrist to have her eyes rechecked...What?!.....why would we need to have her eyes rechecked after only 10 weeks! They refused to do anything at all....reluctantly she did as she was ordered to do.....she had to wait until Jan.2/26 to get a new appointment.....THAT was pushed to Jan.8/26.....had her eyes retested (at MY cost)...the resulting prescription was identical to the 1st......went back to Lenscrafters with the new prescription & was promptly told *you waited too long*...we won't replace the lenses unless YOU pay for a new set......what the hell is this??...the glasses are only 3 months old...this company does NOT stand behind their so-called workmanship warranty at all. I personally do NOT recommend them to any individuals needing glasses if this is the way they treat new customers. Disgusting customer service. *footnote*....Lenscrafter reply here directions got me nowhere....I had already (Jan. 12/26) followed the online customer service directions...the back & forth email messages outcome was the store location ultimately has final say on what they will honour, NOT the parent company.......in this case they won't do anything at all to replace the lenses unless we pay for new ones....bloody maddening *here is the transaction # so You can look into this...& You can call me......102255....receipt # 1137366...sales order #1071018411637.....if you're serious about your warranty I hope to hear from you