LensCrafters

I realized on my way to football practice that when I pulled my glasses out of the case, the arm had completely detached. I called LensCrafters the next day and spoke with Sequenthia, who explained that my warranty with them had expired and recommended that I reach out to Meta. Mind you, I purchased the glasses in May 2025, so I definitely wasn’t expecting to be dealing with this already. I reached out to Meta and got the runaround. I even submitted a claim to Ray-Ban through LensCrafters, and that was denied too. Instead of getting frustrated, I decided to just go into the store and speak with a manager. That’s when I met Michael. Let me tell you, the customer service was better than Chick-fil-A! The entire team that day, Michael, Sequenthia, Natalie, and Nafisat, jumped in to help and got me squared away. What could have easily been a frustrating experience turned into a great one because of how they handled everything. Now I’m anxiously waiting on my new Gen 2 Meta glasses, which only cost me $40. I truly appreciate everything the team did to take care of me. Great customer service still matters, and this team definitely delivered.

Sequenthia and Heather were amazing today! They got my glasses all the way together. Thank you to both for them for amazing customer service. I WILL be back with the family! Thank yall!

Never had such an embarrassing experience in my life. I took my son to get an eye exam, filled out the paperwork online and clearly stated I am his guardian as he is a minor. Though I submitted the questionnaire online twice (a day prior to the appointment and when I received a follow up text day of), they said there was no record and I lost our reserved appointment spot. Next, apparently, I did not look "old" enough to be his legal guardian to the employee, as he continuously questioned my relationship to my son (who we adopted when he was 13) asking if I was his "friend" or his "sister" when I stated twice I'm his legal guardian to the state of Georgia. He then asked where his mother is, which quite frankly, he has no business asking after I showed him proof of guardianship which is our paperwork. Mind you, this was still in the WAITING ROOM area in front of my son and another patient. I said I would rather not get into the personal details in front of other people. He continued pressing the matter instead of trying to remedy the clear misunderstanding he has of guardianship, and it made me and my son uncomfortable. I completely understand it is a separate entity from LensCrafters, but the exams are still inside the same suite, and every employee should be held to the same standards. I worked in retail management prior, and if I wasn't sure about something, I would escalate to my superior instead of humiliating a potential customer. My husband then called the store and spoke to the manager on duty who was kind and understanding, and she explained it was a different entity but she will relay the information. They did however think I was a teenager (pushing 30), and it is quite unfortunate that we have been profiled to that extent. If you have a special circumstance regarding kinship or guardianship, I recommend NOT coming to this location.

The associates are very friendly and professional. I had a Gucci sunglasses feet broken, she patiently helped me and looked for the perfect plastic piece to match my original pad pose and swapped both at the same time to match! Best employees they are! Will definitely recommend people to shop there in the future.

I had a wonderful experience today visiting the Cumberland Mall location. I came to purchase progressives, and while they are out of network for my insurance, Sequenthia convinced me to take a look around and she’d help see how my benefits could still work for me. Once I found a pair, she and her manager, Jo, provided excellent customer service, explained my options and helped me land on a pair I’m very happy with. The entire store is attentive, pleasant, and professional. Customer service tends to fall short these days, but these ladies delivered across the board 10s!!!