LensCrafters

The staff for the exam is dull and lacking in hospitality. Dr Salomon was fantastic. Nura was very helpful when selecting my new eyeglasses.

I would give them negative stars if I could. I visited different stores (including this one) several times to look for THE sunglasses frame that fits me right and looks good on me. After going to so many stores, I decided to make a purchase at lenscrafters because they carried the frame I wanted. I am just going to start from visit #3 because that is when I went in to make a purchase.
Visit #3) I went it to this lenscrafters with a couple of frames in mind (1^st preference and 2^nd in case 1^st one does not work out). Everytime I visit the store, you have to wait very long to get one of the sales associate to help you. This time I had to wait for 20 min or so. Unfortunately, they did not have the my 1^st preferred frame in store, so after speaking with the sales person and trying on the 2^nd preference, I decided to order my 1^st preference. In order for you to order a frame that is not in your store (but available online), you must pay for it even though you cannot try them on. The lady who was helping me looked around in the store to find a similar shaped frame for me so that I can at least get an idea of how that would look on me which was very nice of her. She entered my prescription and insurance info into the system, and processed the payment and told me I will be notified when the frame comes into the store so I can visit again and order the lenses. She told me generally it takes 5 – 10 business days for them to receive the ordered frames. She took my contact info and asked me what was my preferred method of contact was (phone or email). I told her I prefer emails. The whole process ended up taking over an hour from the time I walked into the store til I leave. Upto this point, my experience was just fine. Since the frame I ordered was coming from a neaby city, the lady told me it probablly will be here before 10 days. After 7 business days, I had not heard back from them, so I decided to call them to check. Surprisingly, the frame came in 6 days ago! The girl on the phone told me they notified me by leaving a message on the day they received but I had not received voicemail or email (yes I checked the junk emails too). So I made a trip to the store later that day to order my lenses.
Visit #4) Again, I had to wait 30 min before sales person helped me, then this lady went to look for my frame. She could not locate it in the bin (they organize the bin by last names). She went to the back and look for it and still could not find it and she tells me that her manager has to help me. Then, she moves onto the next customer. At that point, I had already lost my patience because 1) I called before coming to the store to make sure the frame was in 2) It had been more than 40 min since I walked into the store. I waited another 10 min for manager to finish helping her customer, then she goes to the bin to look for the frame. She finds it within a minute of searching! The first lady must be blind… I waited all these time for something that was in the right location. Then I was finally able to order my lenses. I was told for the type of lenses I was ordering, I would have to come pick them up the next day. I was hoping that I could just wait in the mall and pick them up on the same day but ok, I can come back… After a couple of hours after leaving the store, I received an email notifying me that the sunglasses are ready for pick up! And it was still 30 min before the store closes. So technically, I could have just waited in the mall so I would not have to make another trip…
Visit #5) Next day of ordering prescription lenses, I went to pick up my sunglasses. There were only 2 sales persons and they both had customers when I walked in. I stood facing them for 10 min or so and finally they asked me how they could help. I told them I was just there for a pick up. They told me to have a seat as they were still helping previous customers. While I am waiting, I see the people in the lab (they are not sales people) are cleaning windows and stuff, they did not seem to be so busy in there. However, I understand they have different responsibilities so I did not say anything. After 25 min passed since I walked in… and sales people are still busy. I ended up catching one of them and let them know (again) I have been waiting more than 25 min and I am only here for a PICKUP! and then she goes «oh, let me see if I can get you someone from the lab to help you».
Okay… you could have done that long time ago when I walked in… I waited 30 min just to pick up my sunglasses.
I have to say, this store lack training on customer services and they are understaffed. Once they help a customer, they will likely be with them for next 30 – 45 min. So they should have admin person or use pager or something especially considering they are located in a busy mall. I will never spend another penny here again. They are expensive, and poor customer service. Not worth your $$$.

My husband had an exam and purchased a pair of glasses (progressive lenses) and sunglasses. Exam was very thorough and sales team was amazingly patient with all our questions and worked through many scenarios for purchase with insurance to ensure we received the best price possible. We also ordered a part for our son’s glasses (our son is in the Navy) and they did not charge us for the part. Excellent customer service — HIGHLY RECOMMEND.