LensCrafters

Very disappointed in this office. My daughter lost her prescription glasses, We looked everywhere and cannot find them. I called this office to see if they can extend her prescription by one day so she can get her glasses, it literally expired yesterday and they will not extend it by one measly day. I can see if it were weeks or months expired but it hasn’t even been 24 hrs and they want me to spend more Money to get her eyes rechecked. This is ridiculous!!! So for not being understanding I’ll take my business else where!!!

I went in fully ready for this to be the last time I ever went to Lens Crafters after getting my glasses there for the last 4 years until I met their new general manager who had the store running efficiently and was incredibly helpful and nice. He seemed to love his job rather than just watch as the hours pass by like I’ve seen in past experiences. I’ve never had even a mediocre experience at this store and this changed It all around — thanks!

My whole experience was great, from scheduling my appointment online sameday on a Sunday, quick paperwork and processing, smoothly completing all of the parts of the exam (Dr. Swindell was great and very informative), to getting great help choosing and fitting my prescription sunglasses with Janelle. Everyone was very personable!

Top 2 tips for customers– 1. ALWAYS save your old glasses until you are completely sure that your new prescription is working perfectly for you.
2. Don’t ever hesitate to return to the store if you are concerned that you may have been given the wrong prescription. (You should never feel embarrassed to return with a customer complaint for the health care provider)
This particular store got me in for an eye exam very quickly on 9÷2÷15 and my customer service experience was very good initially.
Unfortunately, during my eye exam the optometrist was interrupted by an employee with a question which broke her concentration and caused her to write down other numbers which were not for my prescription. When I picked up my new eyeglasses I had mentioned that something felt very blurry but one of the employees mentioned that «it is totally normal to feel that for a few days and then you’ll adjust…». So I took that in good faith and went home.
I became unable to walk normally and almost stepped on our dogs feet twice. I became very dizzy and nauseous.
By the end of the first night and into the 2^nd day I knew something was very wrong so I drove back up to the store on 9÷3÷15 and asked if they would please re-​confirm my lenses. I also felt very unsafe to drive in to work on the first morning with my new eyeglasses. Upon my return the employee confirmed that I had been given the wrong numbers and they would make the correct lenses right away. My new glasses were ready less than 2 hours later and they seem to be working very well for me.
Ultimately, I missed 2 extra hours of work and had to drive 2 extra trips to get the correct prescription. I think that the appropriate response for the Thornton LensCrafters and DOUGLAS SWINDELL & ASSOCIATES INDEPENDENT EYE DOCTOR would have been to issue me at least a 75% refund. I think that a quality organization would have issued a full refund.
If I were to ask Dr. Swindell to miss 2 hours of work, unpaid, and have to make 2 unnecessary trips out of his way I wonder what his response would be?
I think that 1 star is a fair review, all things considered. I would not recommend this LensCrafters.

Went in for my first pair of glasses ever and had no idea what I was doing. However, the employees there where super nice and brought me through it all. I got a really nice pair of glasses for an amazing price. I highly recommend this location! It was great.

David was very helpful and accommodating when I came in to get my first pair of transition lens glasses. However, I had difficulty adapting to them and they replaced them with standard lenses at no charge. My experience was great from beginning to end and I love my new glasses.

I was in and out in less than an hour. Thanks Dave you made this visit extremely helpful.

If you happen to go in when the manager is not there, this place has the best of the best people who are truly customer focused (Rachel, Jenna, Todd and as an example). They are helpful, energized, and care about you and your experience. The manager, not so much. It is strange, but she is not helpful and very negative. Anytime she is involved, the experience is painstaking. I stopped going to the store at The Orchard, because she was there. When it closed, I was very bummed she got moved to the Thornton store. While the store is 5 miles from my home, if I go in and she is there, I will come back at a later time. She needs to have some customer service training and to work on her client facing approach. Dr. Swindell is great.

They are ok. Customer service is hit and miss. The manager is rude and not helpful. I will go to another location.

Sometimes I get great people, other times I get people that either are obviously learning how to order glasses, aren’t familiar with the computer system, or are lab techs that have no business trying to help in customer service. The great people are very helpful, knowledgable, and get you in and out with no problems. The others do the opposite. This location is affiliated with Dr. Swindell (in the same office), who is wonderful.

Go to Lenscrafters and ask for Matteo! He was very enthusiastic about helping us. SUPER attitude.