Lenscrafters

I rarely leave negative reviews, but my experience with the LensCrafters in Grosse Pointe has been extremely disappointing. In April, I purchased a pair of **Matte Black Meta glasses** for my son. When one of the arms broke, I brought them back to this location for a warranty replacement. From the very beginning, there was confusion. The employees kept insisting that my glasses should have been the shiny black version. I explained multiple times that I never purchased or received the shiny black pair. I specifically bought the matte black version for my son. After finally getting them to place the warranty order, I was told it would take 7–10 business days. When I received the text that my order was ready, I went to the store only to be told they only had the lenses and that they couldn't find my frames. I confirmed several times that this was the only LensCrafters location I had ever used and that I absolutely turned my glasses in there. Since they couldn't locate my frames, I left without taking the lenses to avoid creating even more confusion. The next day, I returned and another employee reordered the glasses, again telling me it would take another 7–10 business days. When I came back to pick them up, they had once again ordered the wrong glasses—the shiny black version that I had already explained twice was NOT the pair I originally purchased. At this point, I've made multiple unnecessary trips, waited weeks for warranty replacements, and still don't have the product I actually paid for. The issue isn't complicated. I simply want the same Matte Black Meta glasses that I originally purchased. This experience has been frustrating, time-consuming, and unacceptable. I hope management addresses the lack of communication and attention to detail so other customers don't have to go through the same experience.

Loved the Optometrist Katherine Anderson . This was my first visit and she was very nice and informative. Made sure I understood my options . If I return it will be because of her . What I didn’t like was the lady who did my order although was nice but she gave me one price and said it might be a slight difference with taxes , etc and the price ended up being almost 70.00 more but never said anything just gave me my card and receipt and I didn’t even look at the receipt and didn’t notice until later looking at my checking account . I felt like she should have told me when she gave me my card and receipt but other then that everything else went well

I stopped in today to try on some frames and see what would work best with my insurance (and my face). The store manager Ryan did an incredible job seeing to my needs and brought me frames that matched my preferences for cost and aesthetics. I'll definitely be going back for future lenses. Thanks, Ryan!

Update: The manager, Ryan, called back quickly and was extremely polite and helpful. He was able to offer a solution which was much appreciated. Thank you I normally go to the store on Hall Road but was closer to the Grosse Pointe location at this time and made the poor decision of choosing to go to this store instead. On 4/19, my glasses dropped and completely fell apart, so my friend brought me to this store and there was an older woman, whose name I did not catch due to the fact that I was basically having a panic attack by the end of my visit. My friend asked a simple question and this employee spoke to her with such a condescending tone, I honestly don’t know how she has a job serving customers. If I hadn’t needed glasses so badly at the time, I would’ve just walked out. We also overheard her speak to another gentleman in the same manner. The rest of the employees were pretty pleasant. I finished my exam and picked out a pair and left after being told it would take about 2 weeks for them to arrive at the store. I will say, the turnaround time was great because I was able to pick them up 3 days later. However, when I arrived, the frame was not the one I picked out due to the store having the wrong tags on the frames. They were able to pop the lenses out and put them into the frames I originally chose, but it was the display frame. I would’ve appreciated and asked for a possible discount due to the fact that I have no idea who’s dirty hands and faces these have touched, if they had been dropped, etc., but I just wanted to be done with this experience so badly that I left. I will never be back to this location and I hope nobody else has the unfortunate experience that I had.

I’m really happy to recommend this LensCrafters! Ryan and the whole team were incredibly helpful and gave me and my wife personalized attention, even when things were super busy around the holidays. I ordered a new pair of glasses for the first time in years with their help. They made ordering, finding insurance information, billing, and shipping all incredibly easy. They joked with us, gave great fashion advice, and took care of us like we were family. I’m already looking forward to using my benefits with them every year!