I have been going to the LensCrafters Eye Exam location on Wilshire in Santa Monica for at least 10 years, and until now the experience has been consistently professional, warm, efficient, and easy. I have always appreciated the care there, especially from Dr. Nguyen. My recent appointment felt like a marked departure from that standard. The physical space itself felt noticeably changed: stripped down, impersonal, and unwelcoming. The waiting area had only a few chairs set far apart in a large room, with a non-working TV on a table. It gave the impression of a place that was no longer being thoughtfully maintained. That same impersonal quality carried through the appointment. The digital eye exam, which has always been a smooth and pleasant part of the process, felt perfunctory this time. The technician was not rude, but he was cold, disengaged, and not especially helpful. I had to ask for the machines to be adjusted to my height, and the equipment was cleaned only once I was already seated, which did not inspire confidence. The exam itself was efficient and professional, but the overall tone remained cool and transactional. When daily contact lenses were recommended, I needed a moment to understand why that was the better option for me. The recommendation may have been exactly right, but the explanation felt impatient rather than helpful. What stood out most was not one dramatic incident, but the overall shift in atmosphere: from warm, professional, and reassuring to cold, rushed, and impersonal. After many years of trusting this location for my eye exams and contacts, that was disappointing. If this is the new tone of the experience, I will likely look elsewhere for future exams.
