LensCrafters

Worst customer service ever. Purchased eye glasses 4 months ago. They had scratches on lens. Went in and was told since I did not purchase the insurance they could not help me. Told them that i had paid extra so that they would be scratch resistant, that told me that it did not mead scratch proof. And that was the manager.

I have been coming to this location for my glasses and prescription sunglasses for several years now. This place isn’t cheap but I usually always find a pair of glasses (I wear them all day every day) that I like. Lately, it seems like the employees here are just miserable and do not want to help you. I came here last night because I was in search of a new pair of glasses since mine were going on 3 years old. When we walked in, there was about 3 employees just standing at the front desk chatting — there was one employee who was helping a customer and in this time a few others walked in. The employee on the floor said hello and tried to help me but she was already helping another customer — no problem. I went around trying on several pairs and finally found a pair I wanted. During this time those employees at the front desk still didn’t offer anyone help even when I was just sitting down waiting and others were just wandering aimlessly. The employee helping the other customer said i’ll be with you in just a minute as she was finishing up. She started helping me and then her previous customer came back, another customer walked in wanting to pick up glasses, and still — NO ONE offered to help her! She finally asked for help and the other employees seemed like it was a huge issue to help out and jump in. I give this location 3 stars because the selection is decent (MV Mall is bigger though) and they have always had my glasses ready in an hour or less. Service is just a little off and could definitely be improved.

Expensive, good frame selection BUT… 4 visits later and the glasses still were not right. The progressive line was too high, the reading prescription to powerful etc.
So the doctor has finally decided that the frames they got for me don’t fit. So now out of hundreds of frames there about 20 that for me. Back to square one.
The highlights so far…
Total time in office: 6.5 hours.
Total visits: 4 to date and will require another to pick up new glasses.
Total pairs of glasses: 3 so far.
Total working pairs: 0.
I should note they have a friendly staff and the doctor is very competent they just don’t seem to be able to translate that into glasses that actually work.

Done going here! Always a joke. I kept trying to give them another chance. Yesturday I needed their restroom, which I’ve used many times before. We all have to use it, they have horrific wait times! I was denied the use of the restroom! That’s it, I’m done, what a joke. Costco here we come.

I am growing exceedingly frustrated with this location. They take their sweet time to do everything. Now, I understand that sometimes things can be busy and hectic and if this was an isolated event (or even twice!); I wouldn’t think twice about it.
But every SINGLE time I come in here or call there’s always someone who seems totally inexperienced, unprofessional, and unknowledgeable behind the counter or on the phone.
Here are some things I’ve learned in my experience with Lenscrafters:
«Just a minute.» means 20 – 45 minutes
«I’ll call you back in 10 minutes.» means I won’t call you back; you will need to call us back.
«Can I put you on hold for a second?» could mean anything beyond 15 minutes. I hung up at that point and then tried calling back and got a busy tone.
Come on, you guys!

Dan Vu was very professional and gave my daughter and I excellent customer service. He took the time to explain what we needed for our vision and made sure we were happy with what we purchased. He then followed up with me to make sure I was happy with my new glasses since I ordered a progressive lens. I really appreciate the great service. Thank you Dan from my daughter and I.

LensCrafters — glasses in about SIX WEEKS! (Their jingle, if you don’t know, is «LensCrafters, glasses in about an hour.»)
My husband and I had some FSA money leftover at year end (end of June), so we got our eyes checked (elsewhere) and proceeded to look for glasses and sunglasses. Costco frames did not fit our style and we were skeptical of internet glasses, so we tried LensCrafters.
June 14, we walked in. The salesperson found our insurance information quickly. We found frames we liked. They have an amazing array of frames. It took about an hour and a half to order glasses and sunglasses each for the two of us, spending over $ 1,600. Two of the glasses, they said, would take about an hour, but the other two would take 5 – 10 days. We asked them to call when all were ready.
June 28, I called LensCrafters since they had not called and we were leaving on vacation. Three of the four glasses were ready, but not my husband’s Oakleys. That will be ready in another 10 days, «like we told you before.» No, LensCrafters, you didn’t tell us it would take 24 days for the Oakleys, but I didn’t argue. We went to pick up the three glasses that were ready.
My husband’s glasses and my glasses were fine. My sunglasses did not fit. The frames were completely stretched wide to where I could fit my head plus two fingers between the temples. LensCrafter employee tried to down play it, stating that when they put prescription lenses in, sometimes they bow out slightly at the temples. They heated the ear piece to wrap entirely around my ear. They heated the hinges, too, and they managed to make it stay on my head for about one minute. We were leaving for vacation that day, so I decided to give the sunglasses a try. I wore them at the pool the next day, and they fell off my head… about four times, then I gave up and put them away until I got home. They didn’t just slide down. They fell off my head.
July 7, LensCrafters called that my husband’s Oakleys were done. («LensCrafters, Oakley sunglasses in about 21 days.»)
July 7(?), 9(?), July 13 — I went back and they reheated the earpiece and temple and shaped them. (The first two times, I wasn’t taking careful notes so they are approximate dates. After that, I kept a log because I was furious I had to continue to make trips to the stupid place.) I kept telling them they bent the frame and should order a new one and pop these lenses into the new frame. Each time, they assured me that these lenses would do the same thing to a new frame. They kept bending the earpiece around my ear. They even suggested (they didn’t come right out and say it, but…) plastic frames might not be a good choice for my Asian nose, that they might have to add some extra nose piece. Really?
July 15 — I went in and said they need to order new frames. The salesgirl pulled my paperwork up on the computer. Shucks! I missed their 30-​day return by ONE DAY. (Apparently, it doesn’t matter that I didn’t pick them up until 14 days after we ordered.) Irritated, I mentioned how many times I had been back to the store because of the ill fit. The salesgirl went to the back, came back triumphantly and proudly announced that the manager will extend the return policy by one day. Really!!! But I couldn’t get the same frames. They would only allow an exchange with a new frame with nose pads. Really!!! At this point, I didn’t give a damn. I chose a new frame WITH nose pads. They made me pay an additional $ 60 for the change in frames. (Really? I should back-​charge them $ 10/​trip x 6 trips to get my glasses re-​fitted and make them eat the $ 60.) They told me the glasses would be done in one hour, so I killed an hour and went back. The manager came out to give me the bad news that THEY SCREWED UP THE ONLY SET OF LENSES IN STOCK, SO NOW, THEY HAVE TO REORDER LENSES AND MY SUNGLASSES WOULD BE DONE IN 5 – 10 DAYS. REALLY!!!
July 26 — My husband and I picked up our sunglasses. I have the same prescription in my left and right eyes. The lens on the left is considerably thicker than the lens on the right and ground down to fit the frame in an ugly and awkward way. Am I going to ask them to look at it? F&%K NO. really.

I had not been for an eye exam in a long time. Darell helped with with everything and the Dr. was very knowledgeable and did a great job as well. I asked Darell to pick between two glasses I could not decide on and he picked the one that was $ 100.00 less but it did look better. Very pleasant experience. I highly recommend this Lenscrafters. My two glasses were ready in exactly one hour.

Came in to get some cleaning products for my glasses and to get my glasses tightened and there was no one at the counter and all the other people were busy. Then someone did come out and they helped someone that came in 3 people after I did. I had already waited 15 minutes. This is not the first time this type of thing has happened at this location.

An hour service agreement turns into almost two. Need I say more? The excuses are abundant. The ownership of the situation is non-​existent. No empathy. Sad.

I have been to this store twice… Once was 4 years ago for an exam and got new glasses… and once was last weekend, just to get new glasses. I had a prescription from an eye doctor that I was able to use to get new glasses since it had been within the time frame they require.
I went in on a Saturday, just after 10am, without an appointment. Since I didnt need an eye exam I wasnt sure I could make an appointment just to buy glasses so I didnt try.
The first person to ask to help me, was in the middle of doing something else, so right away I started to think it was going to be a bad experience… as I was telling him what I was there for and he was not even listening to me.
Then Andy stepped in. He explained where the womens glasses were and gave me a tray to put the ones I liked in, and he walked around with me a little bit as I started to look. He came back with their Ipad, and had me fill out a little questionnaire on there and it gave me suggestions on what glasses would suit my style. I spent a good amount of time walking around and picked a few frames I liked. Andy offered to take pictures of me in the frames on their Ipad, since they were not busy at the time.
I picked two pairs of glasses, as I have two different prescriptions and wanted separate glasses. He was able to go in the back and pull the lenses to let me know if they had them, so I could come back in an hour to pick them up. He also made sure I got the best price possible… so he compared my insurance with their current promotion in the store, and it happened to be the exact same price.
I shopped around the almost empty Laguna Hills Mall for about an hour and headed back… and my glasses were ready. Andy made sure they fit correctly, and I was on my way.
The service from Andy was amazing and I would definitely recommend this place.

Awful service. The employees look miserable. Service is non existent. The service guy tried to sneak in charges I didn’t approve. When I went to pick up my glasses, they were just handed over to me. They didn’t care if they fit or not.

Hi,
I went to LensCrafters thinking that they would provide quality services and product but surprisingly they do not. They are not even opticians I feel at this location. The very basic things which every optician does is to hand over the glasses after cleaning while in my 5 visits I have to remind them. They commit to call you but they don’t and the service is not so professional.
I won’t recommend at least this location. They are bunch of receptionists not opticians…

I thought I would try Lenscrafters because it was one of the few places that accepted my insurance. I wish hadn’t. My daughter’s glasses were made with the incorrect prescription. In fairness, they remade them at no cost but it just wasn’t worth the hassle. I will pay out of pocket from now on to see an optometrist that I can trust.

Up side: You get your glasses the same day. Friendly staff. Lots of options. Etc.
Down side: They dont take many insurances. And most lenses and frames are EXPENSIVE!

This Lenscrafters is like the DMV of eye wear. Find a local eye wear location and just go there. I am with Kaiser, and I wanted to do what I thought would be the quickest path to get new lenses. Not even new frames, ONLY lenses. So, I thought I’ll just go with Lens Crafters.
I did my eye exam with them. Worked fine. Took an hour or so with the waiting, but whatever. The eye exam is not really Lens Crafters anyway, just a partner. So, who cares.
Then the lenses. I only wanted new lenses. Here is the order of what happened. Mind you every time I go to this location I leave early from work.
1) Eye Exam + New lenses. Convinced to also get new frames. My Aetna dental insurance will cover most of it, plus if I don’t want it after I get it. No worries! Unconditional satisfaction guarantee! Sounded good, went for it. Lenses in an hour! Oh, not mine… have to come back the next business day. Fine.
2) NEXT DAY (Saturday). Come back, and pick up my new frames + lenses. I try on the new frame. Makes me dizzy. This lady (Kathy) tries to rush me out and says, that’s normal. I still sit there trying to see if I’ll adjust. She takes the frames, does something (or nothing) and brings them back. I confirm the 90-​day unconditional guarantee that my paper says, she confirms… but only 30 days! The paper is old… so, just slice of 60 days.
3) NEXT DAY (Sunday) I can’t stand the new frames /​lenses more than a few hours. I call and say I want to come in. I’m told I should not do it over the weekend, as the insurance is closed. Plus, if I do come in only for new lenses, it could cost me more depending on the insurance /​store deals. I read my paper work and saw there were no deals, so scare tactic was not successful. I ask if I can just return them physically and then process the return in a day or so. They would prefer I don’t.
4) FEW DAYS GO BY (Wed /​Thurs). I call in the late evening. Mind you this place is open until 9pm. I just want to return the frames and have new lenses put in my existing frames. I’m told that it’s busy and the insurance will probably be closed by the time they process. Please come earlier.
5) WEEK OR SO GO BY. I come in person to a Lens Crafters. Give them my frames and lenses. They take the lenses out of the frames and are going to put them in. They come back and say the lenses were scratched. The «manager» is not sure what to do as I did not purchase insurance or a warranty with them. So, she’s trying to put this on me! Then, the guy who was working on my lenses clarified, I did not scratch them. He did! So, now they need to take the lenses and frames back, and give me new lenses. She says it is too late again, and I should just return them and get new lenses in the store (Laguna Hills) location.
6) WEEK OR SO GO BY. I arrive at this store at 6pm! The same lady (Kathy) seems annoyed that the other store sent me there. Mentioned how they are trying to protect their «conversions» or store ranking. No one is apologize to me about how long this has been taking??? All so I could try and do this quickly. Man, bad idea. Then she tags me off to some guy (Joseph) who calls the insurance, comes back and says they’re closed. We returned your frames and lenses, but we need the insurance to release the claim to give you new lenses. WHAT??? Why couldn’t the last location take my frames and lenses back? Why can’t they give me the new lenses, call tomorrow and then charge me? They want me to come back again! I ask who is the manager, apparently they have no manager there. The closest is the person in charge, Kathy. No one tells me any attempt at an apology.
This is a joke! So after almost a month I don’t have the new lenses. I have time from my life I wasted on this useless location. There useless staff not showing a care in the world. Take my advice… go to a local eye wear store. Avoid this DMV of the lens world.

Did not expect the great selection of name brand frames like, Prada, Versace, Tiffany, Coach etc. it took about 90 mins to have lenses put in which was A LOT faster then the 2 week turnaround I’m used to.

Although i used to always do all my eye checkups and glasses at Walmart i went here because the price of a checkup was very inexpensive and the location was much more convenient for me.
I was very impressed with the doctors they have there. Not only are very thorough in there initial exam but also have you come back for free follow up checkups. The doctor was very courteous and great at explaining things when I asked him questions. THey also gave me several free trial pairs of contacts to make sure they fit to my eyes and were comfortable for me.
The staff at the store were wonderful. Not only were they helpful and informative but they were genuinely friendly and remembered me when I came back.
My only thing with this place is the actual glasses themselves. They were way over what i could pay. which i admit isn’t much but. LOL :) Honestly though i wish they had some lower priced items for us with lower budgets :)

Went for an annual eye exam to Lenscrafters due to not having insurance at the time. They were always more than pleasant in Phoenix, AZ where I had lived previously.
After my exam at this Lenscrafters, I needed prescription sunglasses. So, on purpose I wanted to see how honest the employees were to guests. I tried on the most expensive pair of CHANEL sunglasses that didn’t even fit my face shape. The girl that was helping me looked at me and said, «oh they look fabulous on you, but they’re $ 800. Do you think your husband will mind?» haha. Needless to say, it wasn’t my husbands money I was spending– it was mine. & NO I didn’t up purchasing the $ 800 sunglasses. THANK GOD– All these people are in for is the commission & all the fees they add on for same day pick up etc etc.
Sure glad I have insurance now!!!

I’m blind. Like, so blind that if I don’t wear my contacts or glasses I’d probably run into walls. So, every year I go get my eyes tested and get a years supply of contacts and I usually get new glasses about every other year.
LensCrafters takes my insurance (EyeMed), they are about a 3 minute drive from my work and they also take appointments all the way til about 8pm during the week — so here I come!
Dr Lee is a wonderful Optometrist. He’s friendly, professional and helpful. My exam was quick and painless — it was like I didn’t even get an eye exam! I’ll be coming back to see him every year I believe!
I wasn’t planning on purchasing new glasses or even any contacts through LensCrafters since Costco is usually cheaper overall. But, as I was browsing the frames I noticed they offer financing on any purchase you make. So I asked the Optician (Rebecca I believe) about the financing option. She informed me that I can get financing and that I have 6 months with no interest to pay off the balance — sweet! With that said, I opted to buy glasses and a year’s worth of contacts through LensCrafters!
My insurance covers either glasses or contacts. I opted to use it to cover new glasses since it has been about 3 years since I got new ones. I picked out my frame and the Rebecca was very helpful and kind taking my eye measurements and letting me know what my insurance covers and doesn’t cover. When I was finished, my glasses came to $ 73 and some change out of pocket for me to pay.
I also bought a years worth of contacts through them. I got $ 25 off at the time of my purchase and I also got a $ 60 mail in rebate since I bought 8 boxes at once. Nice!
As for the financing, I have 6 months to pay off about $ 300, which is totally doable and I don’t have to worry about buying contacts for the rest of the year or getting new glasses for a few years!
My glasses were also ready the next day and they turned out wonderfully. I love them, they’re so pretty!
All in all, I am totally happy with LensCrafters. I had a great experience with them and would come back to them next year as well!