Optometrist Inside LensCrafters

I brought my glasses in at the end of their shift, the nose pad had come off, and two wonderful employees repaired them right away. They were both very friendly and helpful, and I really appreciate their great customer service! I didn’t have to pay anything, I had a valid protection plan. Highly recommend this location!

The Wheaton LensCrafters' staff and Doctor are a great team. They communicate and coordinate the visit well and explain things in easy to understand terms. Faith was the Salesperson who helped me pick out frames and complete the necessary steps for the prescription lenses. She was polite, careful in making sure all the information was correct and fully explained all the charges. Great sense of humor too. I highly recommend the Wheaton Town Square store.

Great experience at LensCrafters in Wheaton. Dr. Losurdo, technician and front store staff are friendly, efficient and thorough. In less than an hour I received conscientious eye tests and exam, had last year's prescription sunglasses perfectly repaired and adjusted (I'd sat on the sunglasses!) and walked out with a new pair on order with pickup likely within a week.

I am pleased with my glasses, and the staff at the location are very friendly when you visit in person. However, once you leave, the customer service disappears. Unfortunately, my experience has been a series of issues. I didn't receive a text or phone call notifying me that my glasses were ready, even though I was told I did. The staff seemed more interested in arguing than confirming whether my phone number was correct, which may have been a problem. Additionally, the staff appeared hesitant to answer phone calls anyway. When I went to pick up my glasses, the store was closed due to a pipe bursting from the extreme cold weather. It raises questions as to why customers with ready glasses weren't contacted about this situation, which reflects a lack of leadership in customer care, especially since it took over two weeks for the store to resume normal hours. My concern isn't that the store was trying to resolve the issue, but rather that customers were not prioritized and left uninformed. During this period, it seemed that no reviews could be posted, likely to protect their online reputation. It's unfortunate that this location shows such a stark contrast in customer service both in-store and beyond. As a first-time customer, this experience was disappointing.

I have been a loyal customer of Lens Crafters for many years and have always had very good experiences. This one time when things did not go as well as I would have liked you and your team rallied to leave me with a very gratifying experience.