LensCrafters

I’ve been a LensCrafters customer for close to 10 years.
Prior to my latest experience, I’ve always had positive experiences and good customer service.
Yesterday, August 5^th, however, was a different story. I went to pick up my glasses and all three staff members were already assisting other customers. There was one customer already in the store also waiting for service — so far so good.
Another customer walked in about 10 minutes after I did.
Upon finishing serving a customer, one of the staff (who had helped me pick my glasses just a few days ago) asks the customer who had just walked in if he was picking up IGNORING ME and the other customer who was waiting for her.
After assisting this customer, who did not bother to sign in, as I’m always told to do. She said to me «We’ll be with you in a few minutes» and went to assist the customer who was waiting before me.
While I understand why the staff went to help the customer who was waiting, it was extremely rude to ignore me and help a customer who came in after me for the exact same thing: pick up glasses.
TL:DR — Staff ignored me and their own check in procedure and made me wait until closing to get my glasses.

They helped me with what I needed. I needed a part for my glasses. They ordered them, but the lady that helped me was extremely rude and unprofessional. I don’t know why people stay in customer service if they are angry at the world.

This place is HORRIBLE! First of all, their customer service is terrible. The woman who initially helped us was inexperienced, taking guesses (that proved to be wrong) at things, directing us to look at Disney glasses for my 14 year old daughter (!! What 14 year old wants Disney glasses? Especially when we had been looking at woman’s glasses), and basically not listening to a word we said. She misread and misunderstood our insurance information and when I questioned her on it she went to speak to her manager. This woman (sorry I didn’t catch either’s name) was rude and condescending. Her explanation of our benefits made absolutely no sense to me and I did not believe that it was accurate information. She basically said if we didn’t buy frames for $ 120 or less I had NO benefits whatsoever! We promptly left the store completely annoyed and went across the street to Nationwide Vision where their service was good and the frames that we chose ($ 169.95) were completely covered by insurance! My insurance said to go to either LensCrafters or Nationwide, so either place should have been able to assist us but LensCrafters refused to get the correct information, thus refusing to help us. That’s fine; I wouldn’t want them getting any of my/​my insurance’s money anyway. Save yourself the aggravation, don’t even try to deal with these people!

I have been very happy with the service at this location. I brought in my glasses that I had bought at the Scottsdale location and they were not comfortable and making a mark on my nose. The guy replaced the nose pads at no charge with newer silicone ones that he said would be much more comfortable and they were! He was very friendly, fast and helpful when he didn’t have to be. They don’t carry a lot of brands at this location but they do have great sales if you don’t have vision insurance and have to pay out of pocket for your glasses like I do. I have always been very happy with them.

Great service and incredibly helpful. An employee by the name of Scott helped us immensely by repairing and adjusting my boyfriend’s glasses with no charge! It was fast easy and convenient. Scott was very nice and professional. Will come back again for a pair for sure thanks again Scott. This is for the Lenscrafters inside Superstition Mall by the way.

Horrible customer service, no way to make an appointment for pickup or adjustments. You are at the mercy of a first come first serve basis. Reps are very rude, definitely better to go to an eye doctor where they can just order the frames/​lenses for you and when you pick them up you can actually set up an appointment. Would never recommend this place. name of the rep who basically blew off a guy who had been in multiple times and waited was Hans-​Retail Manager.