Lux Eyewear

This is the most beautiful luxury eyewear boutique shop I’ve ever been in. There’s so much variety of exquisite frames. The customer service was excellent. The entire team was super fun! Jemma & Jennifer are a FAB team. 6 out of 5 stars. I will continue to purchase / select frames from Lux. I was referred by a family member. Great job ladies! I am excited for my new eyewear.

I recently came in with the intention of upgrading my eyeglasses for work. I’ve been a long-time Salt Optics fan because of their Japanese quality, so I went to Lux Eyewear since they carry the brand. I arrived without a reservation, fully expecting to wait (the actual wait was about two hours). I used the first hour to find the frame I wanted and chose the ZISSOU 52 in the glacier pattern. I took photos and everything. I know for a fact that if a brand-new frame were ordered, it would not have the exact same glacier pattern—there’s a reason I chose this specific one. It was a way for me to test honesty and quality control. The lady assisting me said they always order a new frame for every client. I said great and she suggested I text them to set up a pickup appointment, saying that was their best method of communication. I never heard back. Two weeks later, I stopped by randomly to check if the frame I had chosen had been put back on display. It was no longer there, which means that they used that exact display frame for my purchase—the same frame that had been tried on by many clients. I still paid full price for it. A different staff member helped me this time and literally handed me the glasses with her bare hand—no case, no tray, no presentation. That was definitely not a “luxury” experience, especially for Japanese products. I asked several questions and compared the frame to the photos I had taken earlier. It was undeniably the same frame. So they lied. I paid full price for a frame that was clearly used. I went ahead and accepted it because I needed the glasses urgently, but I’m leaving this review so others know how Lux does business. I do not tolerate dishonesty. This business does not deserve to carry Japanese products if they can’t even present them properly—no case, no sit-down, nothing. The lady had to go find another case that would fit the glasses. I asked why it didn’t came with a frame if it’s a new order. She said it just didn’t. The frame was never actually a new order, despite being shown a handwritten note that said “place new order.” There was no official confirmation, no documentation with dates or frame details showing a new arrival. Shame on the business and its employees.

I rarely leave negative reviews, but this experience was so disappointing that I felt compelled to write one. My partner and I visited Lux Eyewear in Palo Alto because we needed a simple adjustment on my Matsuda glasses. Matsuda had recommended that we visit an authorized retailer for service, so that’s exactly what we did. When we walked in, both employees were already assisting customers who had clearly been in the store before we arrived. We completely understood that and had no expectation of interrupting those interactions. We were greeted, told to look around, and happily did so while we waited. After spending some time looking through the Matsuda collection, it became obvious that we needed assistance. We waited. And waited. What was frustrating wasn’t that the employees were already helping other customers—it was that over the next 15–20 minutes, there was never any effort to simply check in with us. At no point did anyone stop for 15 seconds to ask, “What brings you in today?” That simple question would have immediately told them whether they could help us, whether we needed to wait, or whether they couldn’t assist us at all. Instead, we stood there for nearly 20 minutes with no idea whether anyone was ever going to acknowledge us. One employee repeatedly walked back and forth with the family she was helping, including bringing them directly over to the Matsuda display where we were standing. We actually had to move out of the way because they were looking at frames in the same area, but even then, there was still no acknowledgment that we had been standing there waiting. Another employee got up from her consultation and walked over to the printer. While she was up, she acknowledged another customer who was browsing glasses, chatted with him for a moment, got him what he needed from a drawer, and then walked back toward her desk. Her chair was positioned so that, in order to get back to it, she had to walk directly toward us. Instead of simply looking up and asking if we needed help, or even acknowledging that we were standing there waiting, she kept her head down, avoided making eye contact with us entirely, and went right back to what she was doing. Maybe there was another explanation, but in that moment it genuinely felt like she was intentionally avoiding us, and it was incredibly uncomfortable. Only after all of that did someone finally come over and say, “Thank you for being so patient. Go ahead and sign yourselves in just in case someone else walks in after you. I mean, I’ll remember you were here, but just in case someone else walks in after you.” After standing there for nearly 20 minutes, that was honestly the final straw. We decided to leave. I don’t automatically jump to the conclusion that poor customer service is discrimination. In fact, I usually go out of my way to give people the benefit of the doubt. But as the only two Black customers in the store, watching everyone else receive attention while we went nearly 20 minutes without anyone making the effort to simply ask what we needed, we left feeling invisible and unwelcome. Whether that was intentional or not, that’s genuinely how the experience felt to us. The irony is that we weren’t even shopping. We already own Matsuda eyewear. We were simply trying to have a loose screw tightened on a pair of glasses that had been purchased as a Christmas gift. This should have been a quick conversation that took less than a minute to start. Luxury retail isn’t just about selling beautiful products. It’s about making every customer feel seen, acknowledged, and valued. Unfortunately, that wasn’t our experience at Lux Eyewear. We left disappointed, uncomfortable, and with no intention of returning.

My experience at lux was nothing about the absolute best. Jenma has been nothing but the kindest. She helped me select a good option for the frames I brought and in, gave me tips about my eye health, how to take care of contacts and glasses and als even gave me tips on how to be a better server! I wish absolute nothing but the best for her and couldn’t recommend her and lux more!

While I was visiting California from Nevada I found Lux, the opticians were professional and kind. I’d like to give a special shout out to Jemma for providing a truly exceptional experience :) Overall they had the best selection of independent designer frames to choose from, awesome customer service, and a prompt delivery. A 10/10 experience!