LensCrafters

I had an outstanding experience at LensCrafters thanks to Hillary. I brought my 10-year-old daughter in for glasses, and Hillary went above and beyond to make the entire experience easy, comfortable, and enjoyable. She was incredibly patient and attentive, taking the time to help my daughter find frames that fit properly, looked great, and—most importantly—made her feel confident wearing them. Hillary never made us feel rushed and treated my daughter with genuine kindness and respect throughout the entire process. This is the kind of customer service that deserves recognition. Hillary is professional, knowledgeable, personable, and clearly cares about the people she helps. Employees like her are the reason customers come back and recommend a business to others. LensCrafters has an exceptional employee in Hillary. Management should recognize the value she brings to the store—she represents the company extremely well and, in my opinion, is exactly the kind of person who deserves an opportunity for advancement. Thank you, Hillary, for taking such great care of my daughter and making our experience such a positive one. Five stars without hesitation!

My first time visiting LensCrafters was nothing short of amazing. I can in to receive an eye exam and they moved so promptly. I didn’t wait at all. Mary was amazing and such great energy. I wish I knew the name of the optometrist because she was so sweet as well. Special thanks to Mrs. Robyn because she was so patient and went above and beyond to assist me in finding a really nice pair of glasses after going so long. She didn’t rush me at all and was so accommodating in finding my frames and very knowledgeable. The whole staff there was awesome and I’m so happy I chose to do business here. They definitely have a long standing customer with me!

I have visited two locations and with this location it was the worst. I was not greeted upon entering the store. The lead was on her cellphone . No one came to me while I was look at glasses. 3 associates were sitting, including the Lead. I had to ask for someone to help me. When it came time for me to make a purchase, I had the same issue with my card. LC ran it through twice. Each time I was declined. I called synchrony bank while still in the store. Two approval codes were showing on synchrony side. The associate from Synchrony bank told the lead she would need to call a number to rectify the situation. The lead hesitated several times and continued to say- we didn’t take any money. I asked her was she willing to help. She didn’t because they didn’t take any money. So since she didn’t want to assist, I left. She was the lead. Cellphones are more important than customers.

I went to two other eye wear stores and asked if they could do a simple repair. I reluctantly went to a third one, Lens Crafers in Fayetteville GA. They repaired my glasses in 5 minutes for free! Excellent customer service.

We have escalated this matter to corporate because of how my elderly mother was treated by Robyn and Louis, the store manager. My mother reported issues with both her everyday glasses and safety glasses within the required adjustment period. She was told the issues would be addressed and later received a message that her glasses were ready. When she returned, only part of the problem had been addressed. When she asked about the remaining issue with her safety glasses, she was told there were no notes in the system and that it was now too late to help because the adjustment period had passed. Think about that for a moment. She reported the issue on time, followed the store’s instructions, and was then denied help because the store failed to document it. After hearing what happened, I called the store myself. Instead of focusing on a solution, Robyn immediately told me that my mother had been “extremely hostile” and that “if she would have just asked how we could help, it would have gone a long way for her.” That statement alone tells me everything I need to know. My mother paid hundreds of dollars out of pocket for these glasses and simply wanted the issue resolved. No customer, especially an elderly customer, should be denied assistance because of an internal documentation failure and then be blamed for it afterward. Very disappointing experience.