LensCrafters

My second time having an eye exam and my fist time getting glasses. Service was amazing and Fakhra was so nice and helpful in helping me find my first glasses. Everything went smoothly and great!. My husband also has been coming to this place for years and never had a problem.

Had a wonderful experience with rep Falhra. Although they have a huge collection of frames at the store, I had some difficulties picking the one for myself. Before I decided to leave, Falhra approached me with courtesy and poise. She provided her suggestions, mixed light conversation with good questions to help me decide what fits me. The whole process was made easy because of her. I look forward to picking up my new glasses!

I had an appointment scheduled for 11:20 AM, but I made a mistake and thought it was at 11:30 AM. I called about 20 minutes in advance to inform them that I was running late and would arrive at 11:25 AM. They asked if I wanted to reschedule, and I explained that I only had Wednesday and Thursday off. They said that since it was only 5 minutes late, they had a 10-minute grace period. I thought that was great! I would take full responsibility for my speeding because I had gotten a ticket on the way there. While I was pulled over, I called back and apologized because I was now going to miss my appointment. Ebbie answered my phone call and was understanding, but she quickly said that she could reschedule me for 12 PM. That was really annoying to hear, but I figured maybe someone had canceled. When I arrived, they kept jumping between two different associates because they couldn’t check me in themselves. I ended up with Ebbie, and she said that she couldn’t find my insurance. She started talking about things as if I understood colloquial eye doctor language, talking about different contracts and a VSP being out of network but also in network? I honestly stopped her and asked her what this meant for me and what I needed to do. She said that I needed to call VSP, but I knew that I had insurance through MetLife. I was confused and concerned about the poor customer service, especially since my first time there had been so good. I had driven all the way from Hayward because my service had been so good last time. She was clearly annoyed that I cut her off to ask a valid question, the most awkward part is she was saying all this in front of another customer who was in front of her at the time. She started talking like I was a child or something, and it made me feel uncomfortable. I asked her if there was a manager, and she said that she was the manager. I felt uncomfortable with her service as a manager, and she even said that she couldn’t go through with my appointment because I was uninsured. I told her that I had an HSA card that I could put down, but she declined that as well. She said that I needed to call “VSP.” All that said, I told her that I would rather take my business to another location.

Fakhra was really amazing. She was very sweet and actually sold me an extra pair of glasses I didn’t intend to buy!! We’ve been coming to this LensCrafters for years. And it’s because of the service that we receive!

Fakhra helped me to order my glasses.i picked out a frame that was $157 We talked about frame prices and she directed me to the less expensive frames. , she then left me on my own to pick out my frames while she went to help a gentleman pick out designer frames, discussing each choose at length. When she returned I had found a similar frame for $101. She agreed it looked just as good as the more expensive frame and proceeded with my order. She was very thorough as she processed the order, then rang up my order and I paid. When I got home I examined the receipt and found she had charged me for the more expensive frames. I tried calling the store immediately and was told by the voice on the phone that I would get a call back within 2 business days. Since I don’t drive I just had to wait. It is my hope that I can change my rating once they call me back and correct the $56 overcharge.