LensCrafters Customer Service Issues

I've had two negative experiences at LensCrafters, one at the Polaris Mall in Columbus, Ohio, and the other at the Easton location. Despite having EyeMed insurance, I did not receive the entitled discounts. Yesterday at the Easton store, I had to call EyeMed from the store to confirm my entitlement to an additional 20% off, which the salesperson initially denied. When questioned about their lack of knowledge, I was informed that training was the issue. This same issue occurred at the Polaris store. Maggie at the Polaris location had an apathetic attitude towards the problem on November 15, [redacted]. I inquired if she had trained her staff on this issue, and she stated she was going to. LensCrafters lacks proper customer service when it comes to insurance matters, making the whole issue frustrating. It seems like good customer service is a thing of the past.

I have been trying to contact my local store for two weeks to get my lenses fixed due to an incorrect prescription. One of the employees, Dan, has been unhelpful and even attempted to charge extra for services I did not request. Despite previous issues, the manager Stephanie assured me they would resolve the problem if I brought the lenses in, but I am struggling to reach her. I paid a total of $[redacted] for glasses and $[redacted] for the lenses and expect a resolution soon. The behavior displayed by Dan is unacceptable, and if this issue is not addressed promptly, I will request a refund for my entire purchase. Respectful customer service should be a priority for this company, and I feel I am not being treated with dignity, possibly due to my chronic illness. Discrimination and poor service should not be tolerated.

Subject: Concern Regarding Eye Appointment at Peabody Eye Associates Dear LensCrafters, I would like to share my experience during a recent eye appointment with Dr. Bruce Lu at Peabody Eye Associates on 5/29/19. During my contact and glasses examination, I encountered an issue with a contact lens that fell on the floor. Despite expressing my concerns, Dr. Lu cleaned the lens with his bare hands and assured me it was safe to use. Unfortunately, the contact caused discomfort and irritation to my eye. Upon visiting the office to collect my eyeglasses and obtain my contact lens prescription, Dr. Lu declined to provide the prescription due to a lack of follow-up appointment. I found this encounter unprofessional and concerning. I am disappointed with the level of service and contemplating returning the eyeglasses. Thank you for considering my feedback regarding this matter. Best, Cindy D.

I have had my lenses made twice at LensCrafters in Webster Mall, Stockton California, and have had unpleasant experiences with the staff. Tonight, November 2nd, was the final straw. Despite being a customer since [redacted] and spending over $1,[redacted] on high-end brands like Burberry, Coach, and Versace, I encountered rude behavior. The only kind person has been the manager, Cardell. The attitude of the girls working there, especially Marie with a tattoo behind her ear, was unacceptable. I want a refund for my frames and lenses. The customer service was horrendous, and I do not wish to return to that location. The staff's behavior, especially Marie's unprofessionalism, was disappointing and disrespectful. This level of service is unacceptable for a company like LensCrafters.

I recently had LensCrafters create progressive lenses for me. Unfortunately, the near vision on one side of the lenses was blurry. I returned to the store multiple times, but they were unable to correct the issue and suggested I purchase a second pair of reading glasses instead. After visiting an independent shop, they successfully made the correct glasses on their first attempt. The technician at the independent shop mentioned that the LensCrafters glasses did not seem to be calibrated correctly. LensCrafters is out of network with my insurance, so they are unable to assist me further. Unfortunately, my insurance coverage ended while I was still trying to resolve the issue with LensCrafters. Although LensCrafters has offered to refund my co-pay, the amount is significantly less than what I had to pay for the replacement glasses. Due to losing my insurance benefit because of LensCrafters' error, I am seeking reimbursement for the full value of the glasses I would have received under that benefit. LensCrafters has not been able to address this issue adequately.

On 4/25/20, I called to schedule an eye exam and order contact lenses. The representative mentioned that with insurance, it would cost $[redacted] for the exam and contacts. A $50 copay was mentioned along with an additional $50 for the lenses. The appointment was set for 5/1/[redacted]. However, the day before the appointment, I was informed of an extra $60 lens fitting charge. At the office, the total for the exam was $[redacted], not the expected $[redacted]. I was also surprised to hear that my insurance could not be found, only a discount program, which meant I had to pay $55 per box for the lenses. In the end, I paid a total of $[redacted] instead of the promised $[redacted]. I feel frustrated and confused as the insurance that was confirmed over the phone seemed to be different in person. I hope someone from management can reach out and shed some light on this issue.

I recently called to schedule an eye exam and order contact lenses. The gentleman I spoke to initially quoted me One Hundred Dollars for the exam and lenses, with a Fifty-dollar copay and additional Fifty dollars for the lenses. However, the day before my appointment, I was informed of an unexpected Sixty-dollar lens fitting charge that was not mentioned initially. Despite this surprise fee, I proceeded with the appointment. When I went to pay, the total came to Two hundred and twenty dollars, leaving me confused as I had anticipated a lower cost based on the information provided over the phone. Furthermore, upon trying to order my lenses, I was informed that my insurance was not found in the system and that the lenses cost fifty-five dollars per box. This discrepancy between what I was told initially and what I ended up paying has left me frustrated and confused. I feel the lack of transparency in communication led to this misunderstanding and hope for clarification from management.

I usually don't write reviews but felt compelled to share my experience with Len-craters in Round Rock TX. I have been a customer there for 7 years, always assisted by the now-retired Alice. I recently had a warranty exchange that turned into a frustrating ordeal. The lack of updates, excuses, and overall rudeness from the staff left me very disappointed. Despite years of loyalty due to Alice's exceptional service, I will not be returning. I found a more pleasant experience with Advanced Eye care for my new computer glasses. Additionally, my husband and daughter found much more affordable options at Costco optical/Sams Club for their glasses. Consider checking out these places for better prices and service. I have also posted this review on Yelp.

Greetings. I visited your store, PR Store #[redacted], on 07/08/[redacted]. I got an eye exam and purchased glasses costing $[redacted].35. Unfortunately, since day one, the bifocals have not been beneficial as they were incorrectly made. Despite being given supposedly corrected lenses after 3 weeks, I returned on 10/09/[redacted] for a reevaluation. The prescription was wrong, corrected, but I am still waiting for the correct lenses. It has been 4 months since my initial purchase, and I am disappointed. I request a credit for the amount paid as I still do not have the correct lenses I need. Thank you, SLP.

I recently had my eye exam, which went well. However, upon receiving my new glasses, I discovered they were incorrect due to an error in entering the prescription into the computer and the wrong frame being chosen. As a 73-year-old with double vision, I rely heavily on my glasses to maintain my independence, so this mix-up is quite frustrating. I was looking forward to the corrected glasses to address my vision issues. Unfortunately, this delay means I'll have to wait another week or two for the right glasses. Having been a long-time customer at Lens Crafters, I'm disappointed by this experience. I may have to reconsider where I go for my eye care in the future. Thank you for hearing me out. - L. McDaniel, Cameron Park, CA

I have been a customer for more than 12 years at your Santa Monica location. On 12/27/[redacted], I dropped off my Chanel frame for a lens replacement after an eye exam. When I returned on 7/3/[redacted] after the COVID lockdown, I was informed that my glasses were missing due to looting. The store offered me a different frame since they didn't have Chanel frames. Since 8/2/[redacted], I have had to return four times because the glasses keep falling off. During my recent visit on 4/26/21, the store Market Manager, Kristin Larsen, mentioned she would try to find a resolution, possibly with a Chanel frame as a replacement. I expressed my dissatisfaction with the damages found on my glasses after their repair. Despite multiple attempts to contact the store for a resolution, I have not received a response. I hope my loyalty as a customer for 12 years will be respected, and my issue will be resolved promptly.

I had a terrible experience recently. The toll-free number was unhelpful, and I'm unsure if the prescription Dr. R in Champaign, IL provided for my new glasses is accurate for me and my husband. The staff at the front desk seemed clueless, with one unable to type due to fake fingernails. She struggled with the computer and couldn't even read my current glasses. Dr. Rich had to double-check the prescription and went into the room where my husband was being examined. Hygiene seemed lacking as no one wore gloves or cleaned anything. I am seeking a refund and informing my insurance provider to reclaim my benefits, as I plan to seek eye care elsewhere.

I have been a loyal customer of yours for over twelve years. On December 27, [redacted], I visited your store for an eye exam and left my Chanel frame to have the lenses replaced. Due to the store being looted during the COVID lockdown, my glasses went missing, and I was only offered an alternative frame upon collection. Since August 2, [redacted], I have had to return my glasses four times due to them repeatedly falling off my face after adjustments by the sales staff. On April 24, [redacted], I was informed my glasses were ready for collection, but upon inspection, I noted damages. Despite expressing my concerns to Nicole and Kristin Larsen, the store manager, I faced difficulties in getting a resolution. I was eventually authorized to select a new frame and lenses, with the preferred option being from another store if approved by Corporate. As of now, I am eagerly awaiting Corporate's decision and hope to have this matter resolved promptly.

I need to file a complaint regarding the terrible treatment I received today. I went to exchange my damaged glasses under my protection plan, but the Palmdale, CA store couldn't find me in the system. I then went to the Lancaster, CA LensCrafters store, where they gave me cheaper glasses but later discovered they were the wrong ones. When I confronted them, they were defensive and unhelpful. I returned to the store, only to realize they had given me back the same slightly repaired glasses. They claimed my original glasses were there, but I have evidence disproving it. I would like an explanation for this mix-up.

I need to file a complaint about the poor treatment I received today regarding my damaged glasses and a protection plan. Initially, the store in Palmdale, CA claimed I wasn't in the system, which was odd as I was told the plan was usable nationwide. When I went to the LensCrafters store in Lancaster, CA to exchange them and got a cheaper price, I assumed everything was fine. However, I later discovered I was given the wrong glasses. The person I spoke to on the phone was unhelpful and defensive. When I returned to the store with the receipt, I was given the same slightly repaired glasses instead of new replacements. The store insisted my original glasses were there, which I have evidence to dispute. I need an explanation for this situation.

My Oakley sunglasses have been giving me trouble since day one. The lens kept falling out, and despite my efforts to reattach it each time, I eventually lost the lens on August 5th. When I called LensCrafters at The Loop to schedule my annual eye exam, I also mentioned the issue with my sunglasses. The Dr.'s office representative booked me in for August 7th and suggested I address the sunglasses problem then. At 2:00 PM on August 7th, after my eye exam, I spoke with Shannon, the manager on duty, about the missing lens. She informed me that the warranty had just expired that same day and mentioned some technical issue preventing her from processing a warranty claim. Unfortunately, she could only offer to sell me a new pair of sunglasses. I am seeking assistance in resolving this matter. Any help would be greatly appreciated.

I visited LensCrafters last week to buy new frames and had an appointment for an eye exam on 10/16/21 at 2:40 PM. When I arrived at 2:25 PM, the male optometrist instructed me to wait without a proper greeting or inquiry. I assumed he was busy. By 2:45 PM, I checked on the delay only to be curtly told to wait again by the optometrist, who seemed dismissive and condescending. This interaction left me feeling disrespected. Feeling uncomfortable, I chose to leave as I did not want to be treated poorly or have my eyes examined by someone I didn't trust. This experience has made me hesitant about continuing to support LensCrafters.

Hello, I purchased a Lens Crafters gift card for my son for Christmas. Unfortunately, he was in a car accident the day after getting his glasses and had to be airlifted to the hospital. He mentioned not having his glasses after the accident. Despite needing them at all times and believing he was wearing them during the crash, Lens Crafters denied coverage as we didn't have the original pieces. The glasses cost over $[redacted], and I'm seeking for the warranty to cover this loss. I'm willing to provide the accident report and statements from EMS and police if needed. Thank you, Dee N.

Complaint About Store I am having issues with the service at this store. The store manager blamed me for the lens coating coming off, giving various reasons. I left the store before, thinking the fogging issue would go away, yet I need to clean my lenses 4-5 times a day. This morning, I called to inquire about my glasses, and I was informed that the tracking system was down, promising a call back. It is now 2:00 PM, and I'm still waiting for a response. The store is situated on Dale Mabry Road in Tampa, FL [redacted]. - John L.