LensCrafters

This location is awesome. Everyone was very helpful, especially Cymone Noel and Gabrianna Noelle! Their approach to helping me find a pair of frames was very professional as well as welcoming. I will definitely come back here to shop again.

I came in yesterday to browse lenses after leaving another nearby eye care store, having had a not so great experience with their overall selection of frames and inability to order other colors. Ashley welcomed me in and assisted me right away in finding frames and showing other color options available for order. I was able to select two frames I liked that Ashley helped me order. It was a very smooth experience and I will certainly be back.

The store manager Ashley has to be the rudest most unprofessional person I have come a come across. I came in to schedule an appointment with myself and my son and she was dismissive within the first 30 seconds of the interaction. I stated my son has a hearing aid and his glasses need to be fit around the hearing aid. She gave me a look and walked off and made a comment to another employee. She made the comment of "It's black women like her..." One of the perks of being hearing impaired and having a teenage son who is also hearing impaired is WE CAN READ LIPS!!!! THE FACT THAT SHE STILL IS EMPLOYEED WITH THIS COMPANY IS INSANE! I will be contacting corporate and pursuing legal measures this is unacceptable and when you call the store to speak to someone else Ashley with intercept the call and begin to yell and scream at you stating "I'm the manager you have to deal with me!" "That sounds like a personal issue and that is of no fault of mine" Truly disappointing and tacky. Ashley you suck and you're a terrible person.

I had a very disappointing experience at this location. The store manager, Ashley, was not courteous and refused to honor the information previously provided to me by one of their sales representatives and the former store manager. She stated that both individuals no longer work for lenscrafters and therefore she could not assist me. I informed her that notes had been added to my account regarding this matter, but she declined to review them and simply said no. I have been a loyal customer of lenscrafters for many years, and I was very disappointed by the lack of professionalism and concern shown during this visit. As a long-term customer, I expected better service and a willingness to resolve the issue, but unfortunately, that was not my experience.

Updated 4/13/26 I completed the complaint form and was advised that the store manager would be contacting me within a week to discuss the issue. Considering the store manager was the issue, it should not come as a surprise that she did NOT, in fact, reach out to me. The automated response that looked like they took complaints seriously was just that, an automated response. Our family of four has been seeing Dr. Wendorff for many years, and we highly regard him. He has consistently provided excellent care, which is the only reason we continued returning despite ongoing issues with the LensCrafters side of the practice. Over the past few years, the store management has become increasingly difficult to work with. We have experienced repeated problems with lenses being ordered incorrectly, delivery delays, and quality concerns. Even though the location is now 20 minutes across town for us, we continued making the drive because we value Dr. Wendorff so much. Last October, I had my annual appointment. Due to LensCrafters' ordering errors, I did not pick up my glasses until December, as it was hard to make it to the new office location because of my work schedule. I wear trifocals and immediately noticed that one lens appeared crooked. I tried to give it time, hoping I would get used to them, but it quickly became clear I could not comfortably wear them. They also seemed to be nearly blinding to wear while driving at night, which I had never had a problem with before. I called the office and explained the issue, also noting that I would be traveling for work for an extended period. I was told not to worry and to bring them back when I returned, and that they would make it right if the lenses had been cut incorrectly. When I returned yesterday, I was told that too much time had passed and nothing would be done to correct the issue. If I wanted new lenses, I would have to pay completely out of pocket, full stop. There was no acknowledgment of my prior phone call, no flexibility, and no consideration of the fact that our family spent thousands there as loyal patients for many years. The manager was curt and dismissive. No concession or compromise was offered. I am now left with a pair of glasses I cannot wear, and because insurance was already used, I will have to pay entirely out of pocket to correct their mistake. Unfortunately, my husband also purchased glasses at the same time and has an appointment today to pick them up. After this experience, we will not be returning. We love Dr. Wendorff and his clinical care, but the current store management has made it impossible for us to continue as customers. This has been an expensive lesson in misplaced loyalty, costing me roughly $500 to correct a lens issue because I was unable to return it within 30 days (despite the fact that it took them on more than one occasion longer than 30 days to get glasses to me). What is most disheartening is not even the policy itself. I understand that I was outside the 30-day window. What was troubling was the complete lack of acknowledgment or apology for the crooked lens and the absence of even basic empathy. There was no ownership of the original error, no effort to problem solve, and no willingness to meet in the middle. I would have gladly worked toward a reasonable compromise if there had been any indication that correcting the situation actually mattered. Instead, the interaction felt dismissive and transactional after years of loyalty. Proceed with caution