Good sales customer service, but very poor optometrist service. The only reason I chose LensCrafters is because it was the only place that offered the lenses I needed.
(1) When I first placed an order for prescription lenses, I was told to expect a text message in about 2 weeks when they were ready. After 2 weeks passed without any notification, I called the store myself and was told the lenses had already arrived. I was then asked to bring my frames in a couple days later to have the lenses installed.
(2) I dropped off my frames to get the prescription lenses installed. When I picked them up, my original lenses were not returned to me. When I asked about them, I was told, “Sorry, they cracked in the heating process.” This doesn’t make sense, as I’ve had other optometrists easily remove and reinstall the original lenses in these exact frames before without any issues (or heating).
I was not offered any resolution until I specifically asked for one—either a refund for the damaged lenses or a replacement. For context, I purchased my glasses in France, and they came with both frames and lenses. I had planned to keep the original lenses to use as fashion glasses in the future. Regardless of where the glasses were purchased, I brought them in in perfect condition and expected them to be returned the same way.
The sales associate offered to order replacement demo lenses at no cost, which I then waited another two weeks for.
(3) I had to return to the store again to drop off my frames so the demo lenses could be fitted and cut, as they were unable to reuse the previous measurements. While my frames and lenses were not damaged this time, the replacement lenses are cheap, lightweight yellow plastic and do not compare to the original lenses that were damaged.
(4) The associate I dealt with during my second visit (drop-off and pick-up) was dismissive.
A huge thank you to Danielle, the sales associate I worked with during my initial order, for being friendly, polite, and professional throughout the whole process. She offered to order the replacement lenses at no cost. I would give her service 5 stars.
However, I would give the gentleman that worked on my frames 2 stars due to the damage to my original lenses, the inconvenience of multiple visits, and the dismissive customer service.
