LensCrafters #F690

Came in today to use my warranty and replace my lense as seen in the pictures and got my glasses returned to me like this. When I was called in to get them I tried them on and they were stretched out that they would slide off my face when I looked down. As a truck driver I would notice a crack or any issue with my glasses since they are my only pair and I cannot legally drive without them. When I removed them to take a closer look I noticed a crack on my frame which was never there before. As seen in the pictures it looks like the lense was pushed from the inside in the process of replacing the lense causing the crack. When I told the employee that they broke them they told me they noticed the crack when I brought them in which was false and continued to tell me that it broke because the frame was old. I bought them in June of 2025. If the crack was there they would have called me and asked to pay the small co-pay for a new frame or talk with me about the situation which is another reason I know the crack was not there. They offered to get me a frame for free which I agreed on since I did not hand my glasses in with a crack. And what doesn't make any sense since "I" broke them why would they replace them for me for free. Now I have to deal with a broken and loose pair of glasses. Untill the new frame comes in.

I want to Lenscrafters at Delta shore yesterday to have my glasses adjusted. I was on 2 crutches and a cast boot for a left ankle fracture surgery. The cashier was incredibly rude and had me standing at the front desk for my glasses to be adjusted. The other individuals that work there have you sit down. Carolina failed to even look to see where my prescription was on the glasses & didn't clean the lenses. The glasses were not adjusted correctly. I could tell that this person was more interested in selling me new glasses instead of adjusting the ones that I had on. Customer service is everything to a business. And I can tell you for a fact that if Natalie or Alison or any other employee had been there my glasses would have been adjusted. Now I have to take a second trip to see if I can find somebody decent to help me with my eyeglass adjustment. Also, this establishment, has a disability sign up but they don't have any automatic disability doors. Therefore, the employees' need to be looking to see if someone is coming in so they can grab the door for them and help them enter the establishment or they can also assist them when they leave by opening the door. I wanted to purchased duplicate items to clean lenses. The cashier assumed I did not want too purchase the extra wipes Instead of putting them to the side. She could have asked me if I was purchasing those items instead of moving it to the side.

I am writing to share my exceptional experience at your Sacramento location and to specifically commend Joaquin for his outstanding service. While I do not typically leave comments for businesses, the level of professionalism and care Joaquin provided truly deserves recognition. Last year, I purchased a pair of Meta Ray-Ban glasses that recently became defective within the warranty period. After navigating a difficult and strictly online return process with the manufacturer, I was directed to your location to facilitate the replacement. From my initial phone call, Joaquin understood my frustration and the inconvenience of the situation. When I arrived at the store, he efficiently handled the warranty information and created a profile for me. Although my exact frame and model were not immediately in stock—which would have required a second trip to Sacramento and more time off work—Joaquin went above and beyond. He took the time to search his inventory and found a suitable replacement on-site, allowing me to resolve the issue in a single visit. He even handled the lens swap into the new frames personally. Because of Joaquin’s commitment to customer satisfaction, I have decided to switch my future eyewear needs to this LensCrafters location. I have already scheduled an appointment with your optometrist to obtain a new prescription for a future purchase. Joaquin is a credit to your team and represented LensCrafters with a five-star level of service. Thank you for employing such a dedicated professional.

Went in on Saturday to get a recently purchased pair of glasses from a LensCrafters in Roseville adjusted. Erin and Natalie were able to adjust them as well as a couple other pairs I brought in that were purchased somewhere else. They were patient and able to adjust my glasses to a more fitting position. Thanks!

The staff and physician were excellent, which is the only reason this review is not lower. Unfortunately, the overall process and customer service experience were extremely disappointing. Orders for contacts and other products took weeks to arrive, while other suppliers are often able to provide next-day shipping. When I called because I was having issues with my contacts and needed assistance, I was told the doctor was out of the office and that I would simply have to wait. I then asked to speak with a manager and was told the person I was speaking with was the manager. When I requested contact information for a district manager or corporate office, I was provided with an incorrect phone number. While the clinical care was good, the lack of responsiveness, poor communication, and operational inefficiencies made for a very frustrating experience. Significant improvements are needed in customer service and order fulfillment.