LensCrafters

Kathleen and Ariona . The girls at LensCrafters took great care of me from beginning to end. They were so patient, especially since I can be very indecisive when it comes to spending money. They helped me with my measurements, explained which colors looked best on me, and, most importantly, helped me choose the right frame shape for my face. After spending about an hour trying on different pairs, I left feeling confident and happy with my choice. Their customer service was outstanding, and I never felt rushed. I’ll definitely be back!

I stopped in today at Zona Rosa LensCrafters and Ari helped me out a lot! She gave me information on some glasses and even fixed my glasses up and cleaned the lenses! They’re very lucky to have such a great person working for them!! Thank you again!!!

I visited LensCrafters 7/12/26 for my annual eye exam with Heintz Eye Care, the independent Doctor of Optometry located inside the store. During the check-in process, the Heintz employee assisting me had a question about the sizing of a pair of glasses. She asked a LensCrafters sales associate, Kathleen, for assistance. Kathleen clearly refused to help and stated that she did not want to assist. It was uncomfortable to witness, especially since the Heintz employee was simply trying to help me as a customer. I want to make it clear that everyone else I interacted with provided outstanding customer service. Ben, the LensCrafters sales associate, went above and beyond by answering all of my questions with patience and kindness. The other Heintz employee who helped check me in and assisted with my exam was also professional, friendly, and very helpful. They made the overall experience much better. Unfortunately, Kathleen’s behavior stood out in a negative way. I believe her supervisor and management should be made aware of this incident so that appropriate coaching can take place. Customer service should be consistent, and refusing to assist a coworker or partner employee in front of a customer is not acceptable. I also want to mention something that made me uncomfortable. I hesitate to assume someone’s intentions, but my family and I are Brown, and it appeared that Kathleen had no issue assisting customers who were not Brown while refusing to help in our situation. I cannot say for certain that race played a role, but it is how the interaction came across to me, and I believe it is important to share how it made me feel. The only reason I am giving this location three stars instead of five is because of Kathleen’s behavior. If it were based solely on the service provided by Ben and the Heintz Eye Care staff, I would have gladly given a five-star review. They were friendly, professional, and truly went above and beyond. I will also be contacting corporate because I believe this incident deserves attention. My goal is not to get anyone in trouble but to ensure that all customers are treated with respect and that employees work together to provide the level of service customers expect. Thank you for taking the time to review my feedback.

My new favorite location! Jennifer, Joya, Ben & Dr. Heintz were wonderful. Such a friendly knowledgeable staff! I knew I was in good hands as soon as I opened the door. I’d recommend this location over all the others (& I’ve been to many other locations).

I had an amazing experience thanks to three wonderful ladies who truly went above and beyond with their customer service. Marina was incredibly kind and thorough during my eye exam, making the whole process comfortable and easy. Joya and Ari were both so patient and helpful with getting my two pairs of glasses set up and making sure I received the best promotion available. All three made me feel genuinely taken care of. Thank you again for the outstanding service!