LensCrafters

Michelle and Ryan took care of me right on the spot within the hour knowing I needed glasses for my new job within two days! 5+++ service and friendliness

I scheduled appointments for myself and my two sons because I wanted to take care of everything in one visit. We had previously been seen at the Enfield LensCrafters without any issues, so I expected a similar experience at the Holyoke location. The day before our appointments, my 12-year-old son’s appointment was canceled because the doctor said they do not examine children his age. This was very disappointing, especially since his age was provided when the appointment was made, and we had never encountered this issue at the Enfield location. I still came in for my own appointment because I was experiencing eye redness and what I believed was an allergy that I wanted checked. Instead of examining me, I was told they could not access records from my previous eye exam at another office, so my appointment was also canceled. I don’t understand why missing records meant I couldn’t be examined, especially when I had an active eye concern. That was not something I could control, and no one tried to offer an alternative or solution. My older son’s exam was completed successfully, so we stayed to shop for his glasses. We found frames we liked and waited for assistance for about 30 minutes. During that time, no one acknowledged us, offered help, or even let us know they would be with us shortly. We eventually left without purchasing anything. What disappointed me most was not that problems came up those can happen anywhere. It was the lack of communication, empathy, and customer care. Throughout the visit, I felt as though the problems were somehow my fault rather than something the staff wanted to help resolve. I left feeling unwelcome and disappointed. I know LensCrafters can provide excellent service because we had a wonderful experience at the Enfield location. Unfortunately, our experience at the Holyoke location was completely different.

One of the best eye vision center. I’m being a customer and patient for many years. Great quality and prices on lenses and frame . Different styles to choose from. The service is excellent, very satisfied always. Thank you so much for your services 😊

Dr Silva at Orlen Eye Care was excellent. He was very thorough and took his time even on Friday July 3rd, he wasn’t trying to rush me out. The optician at Lens Crafters was excellent as well. Very helpful in helping me pick the right frames.

UPDATE 06/04/26: --- Company response was to contact customer service so they can rectify issue. This was already done and customer service pawned it onto store, who claimed they settled issue; they did not. This issue is still not settled and will be pushed to higher level outside of this avenue. --- This is my last time dealing with this location for glasses and exams and potentially the last time PERIOD. I have had issues with them in the past but continued going back to them for the eye exams, which prior to this have been good. In the past I have had such issues with glasses where the employees broke my frames and their remorse was non-existent, sub-par customer service and then the issues most recently. Recently, I attempted to have my lenses prescription filled by this location and was met with an individual whom I believe is a member of management, but I've had negative experiences with before. Not only is this employee rude, unhelpful but consistently have had negative experiences with him. He simply has no business being in customer service at all. Not only did he not ask me about ANY options for my glasses but he initially refused to fill my prescription in my current frames due to evidence of cracking. Upon showing him the exact same frame that I brought as a backup pair, that went out the window. He was visibly annoyed after I showed him my second pair, whether it be they don't make money off the frame sale or whatever it may be but considering he didn't even examine the second pair I showed him, clearly shows that they don't care whether the frames are broke or not, they simply didn't want to do it. The entire transaction was terrible and I am certain that I paid too much for the lenses and wasn't sent to my insurance correctly. Fast forward to receiving my glasses and since it was a brand new prescription I had some issues with them. I brought them back not once but twice and the first time was met by a different extremely pleasant individual who agreed there were some inconsistencies with my lenses and they agreed to remake them, as it was within the 30-day period. Still noticing some issues with the remade pair and returning was met with another employee who not only was trying to upsell me on frames, lenses but push the idea that my eyes needed to be retested. I initially made an eye exam appointment but cancelled shortly after as the issue wasn't even being handled and if I needed a brand new prescription my insurance wouldn't cover it. Meanwhile, the original employee in question sat over in the corner watching the entire interaction and did nothing. At the end, this new employee said "we will be in touch after I speak to my manager" while the original employee pretended I didn't exist. I reached out to Lenscrafters customer support and they did nothing but lie and tell me that the location contacted me to offer to remake my lenses for a different style prescription, which I didn't want; the issue is I never received any contact from that store. I would avoid this location as they don't handle problems, create bigger ones and the entire facility, front to back is toxic. The only reason I kept going was the eye doctor treated me well, but I will seek out alternative eyecare in the future and also will escalate this matter beyond this realm.