Update: Thank you for your response. I have now reposted this review on LensCrafters page. I am sorry for the confusion. Honestly, I was treated so rudely that the thought of needing to walk through LensCrafters to get to your office is enough to put me off. I will reach out today as I still need to get a new set of lenses completely out of pocket, but before doing so wish to double check my prescription as they had said if I can't see well out of them (despite the trifocal being crooked in the frame and having visible marbling where the coating is defective) that it was the prescription and not their product.
Our family of four has been seeing Dr. Wendorff for many years, and we highly regard him. He has consistently provided excellent care, which is the only reason we continued returning despite ongoing issues with the LensCrafters side of the practice.
Over the past few years, the store management has become increasingly difficult to work with. We have experienced repeated problems with lenses being ordered incorrectly, delivery delays, and quality concerns. Even though the location is now 20 minutes across town for us, we continued making the drive because we value Dr. Wendorff so much.
Last October, I had my annual appointment. Due to LensCrafters' ordering errors (the first set had the wrong size lenses and had to be reordered), I did not pick up my glasses until December, as it was hard to make it to the new office location because of my work schedule. I wear trifocals and immediately noticed that one lens appeared crooked. I tried to give it time, hoping I would get used to them, but it quickly became clear I could not comfortably wear them. They also seemed to be nearly blinding to wear while driving at night, which I had never had a problem with before.
I called the office and explained the issue, also noting that I would be traveling for work for an extended period. I was told not to worry and to bring them back when I returned, and that they would make it right if the lenses had been cut incorrectly.
When I returned yesterday, I was told that too much time had passed and nothing would be done to correct the issue. If I wanted new lenses, I would have to pay completely out of pocket, full stop. There was no acknowledgment of my prior phone call, no flexibility, and no consideration of the fact that our family spent thousands there as loyal patients for many years.
The manager was curt and dismissive. No concession or compromise was offered. I am now left with a pair of glasses I cannot wear, and because insurance was already used, I will have to pay entirely out of pocket to correct their mistake.
Unfortunately, my husband also purchased glasses at the same time and has an appointment today to pick them up. After this experience, we will not be returning.
We love Dr. Wendorff and his clinical care, but the current store management has made it impossible for us to continue as customers. This has been an expensive lesson in misplaced loyalty, costing me roughly $500 to correct a lens issue because I was unable to return it within 30 days (despite the fact that it took them on more than one occasion longer than 30 days to get glasses to me).
What is most disheartening is not even the policy itself. I understand that I was outside the 30-day window. What was troubling was the complete lack of acknowledgment or apology for the crooked lens and the absence of even basic empathy. There was no ownership of the original error, no effort to problem solve, and no willingness to meet in the middle. I would have gladly worked toward a reasonable compromise if there had been any indication that correcting the situation actually mattered.
Instead, the interaction felt dismissive and transactional after years of loyalty.
Proceed with caution
