Had a custom pair of lenses made here for a frame I provided. It cost 425 dollars with insurance (without it would have been 600 plus). It was not communicated to me beforehand that if I provided the frames and they broke, that Lenscrafters would not provide any support whatsoever. The lenses I got back were significantly heavier/thicker and the weight kept dragging my glasses down (which I did call them about but they said they couldn’t make them any thinner).
During the weeks after I picked up my glasses, the right lens kept popping out (never had any issues with the frames before this), and I kept having to put them back in. The fourth or fifth time this happened, the frame broke and the lens slipped out and fell onto the floor and chipped.
I tried to get help for this issue by calling the branch on numerous occasions.
The branch manager, Rita, was condescending and kept interrupting me on the phone when I tried to explain my situation on multiple phone calls. I talked to another employee (a man whose name I did not get unfortunately) who said he would try to contact the regional manager and get back to me on whether they could replace the one chipped lens as a courtesy, but he never called me back.
The final time I called, Rita blamed me for not calling (again, the man said he’d contact me) or coming in for so long (I live quite away and had to travel for work so I couldn’t physically come in for a few weeks), and said they’re not responsible for anything that happens after the lenses are picked up. Basically they never offered me any recourse at all except a 50% off for a pair of frames and lenses that they provide, which would still be probably hundreds more dollars on top of what I’ve already lost.
I am now out of 425 bucks with a chipped lens I can’t use, so even if I bought a new pair of the same frames, Lenscrafters would not replace that one lens that was chipped.
Honestly this was such a bad experience it brought me to tears. I had hoped that paying for high quality lenses, something that I avoided doing for many years because of the cost, at an established business would be better than buying cheap lenses online, because they would last me for a long time and I wouldn’t have to worry about this again for many years. But the whole thing was just awful from beginning to end and the customer service and cost was deplorable.
Do not get custom lenses made at Lenscrafters, especially not at this Lenscrafters.
