LensCrafters Reviews 

I went to Lenscrafters in Daytona Beach Florida last year and purchased a pair of glasses with an expensive set of frames ( I don't remember the name ) and progressive lens with all the addon's; blue light, sun darkening, etc. The cost was over $700.00. In the store they looked and worked fine. After a few days I started to notice I was getting dizzy while wearing them. I planned to return to them and find out what the problem was, but I had an emergency in my family and had to leave town. I was gone almost 2 months. When I got back I went to Lenscrafters to get some help. They told me the vision area was not wide enough and I needed a more expensive lens, but their guarantee was only 30 days. I told them about my situation and that I would pay for the new lens. Their price was over $1000.00! just for the lens. How could they sell me lens and frame for $700 and then $1000 for replacement lens? This is sheer greed they saw someone they could take advantage of and tried. I left.

This is the one in National City and the address is: 3030 Plaza Bonita Rd. Spc 14. National City, Ca. 91950. I am writing to share a deeply disappointing experience regarding a recent EPP claim at LensCrafters.
My wife and I were assisted by Beth and the store manager, Jessica. Unfortunately, the interaction—particularly with Beth—was unprofessional, confrontational, and lacking basic customer care. Rather than helping resolve the issue, the tone and approach made an already frustrating situation significantly worse.
At the time of our original purchase, Jessica clearly advised us to enroll in the EPP, explaining that we could use the benefit to receive a second pair before the plan expired, as long as it was done within the appropriate timeframe. We relied on that guidance and acted in good faith.
However, during our recent visit, we were unexpectedly required to surrender our original glasses in order to proceed with the claim. This requirement was never disclosed at the time of purchase and directly contradicts the explanation we were given. The policy language indicates that returns “may be required,” suggesting discretion—yet in our case, it was treated as mandatory without any explanation or flexibility.
This lack of transparency and inconsistency is concerning. There was no indication on our receipt or purchase documentation that surrendering the original glasses would be required. If this is standard practice, it should be clearly communicated upfront—not introduced at the time of a claim.
What is most disappointing is not just the policy confusion, but how it was handled. Good customer service involves clear communication, empathy, and a willingness to resolve concerns. Unfortunately, that was not our experience.
This situation has significantly impacted my confidence in continuing to do business with LensCrafters. I had been considering purchasing prescription smart glasses—specifically Ray-Ban Meta Smart Glasses—through this location, but after this experience, I am reconsidering.
I hope this feedback is taken seriously and used to improve both communication and customer service standards. Customers should feel informed, respected, and valued—not confused and dismissed.
Overall, this experience fell well below expectations for customer satisfaction.

Justin at Barnes Crossing Tupelo MS went above and beyond for customer service for me and my twin ! We were double trouble and he helped us to both get awesome glasses and was very attentive to help us with youthful glasses for senior twins !! He knows customer service !!!

Darrell from the LensCrafters in Attleboro, MA was the biggest help to me! I felt like they went above and beyond to help me pick out the best frames for my face, and help me with my out of pocket vision insurance. They were definitely knowledgeable about what looked good on me. I thought they were just the sweetest and made my experience actually pretty fun!

Horrible and will never purchase through LensCrafters again. I spent a good amount of money on new lens and frame. Three months later both my lens have micro scratch defects on them. So much that it’s blurry to look through them. In order to get to talk to someone it’s nearly IMPOSSIBLE!! I bought the glasses online, not the store. The store wouldn’t even help me. You can’t speak to anyone over the phone you get sent a message to file a warranty. The warranty link they send doesn’t work. Their chat options are horrible. The chat agents are rude and will only send you a warranty link that doesn’t work. Or they will send you a phone number that reroutes you to a chat that gives you another link that doesn’t work. It’s a never ending circle of chats with non working links and phone numbers. They were quick to let me talk to someone when I was ordering them but now that there is a defect problem I can’t get ahold of anyone! Horrible! I am now out hundreds of dollars! I will NEVER buy anything else from them. I highly recommend you go somewhere else to get your eyewear.

I broke my frames which I had purchased in Florida. I had two people try to repair them and was told they were not repairable. I went in to LensCrafters in Hyannis and showed the frames to ELENA. She was so sweet and professional. I told her I would leave them with he to see what she could do. Less than 15 minutes later she called to tell me she had fixed them. I can’t thank her enough. She is a real asset to that company. Thank you.

The pin fell out in my glasses so I went to the lens crafter at the West Covina Plaza to see if some there could fix it. I was waited on promptly.I am sorry I didn’t get the women’s name that fixed them. She was pleasant and the glasses were fixed fast without ant problems.

Worse ever and waste of time. Had pay $39 for scan of retina that dr couldn’t see half of it and dilated eyes anyway.weeks later still having double vision with no answers Tanger outlet location stay away
Very aggravating when I have low allowance with insurance and end up worse

Extremely Disappointing and Misleading Experience with LensCrafters

I had a very frustrating and disappointing experience with LensCrafters that I feel other customers should be warned about.

I purchased glasses and also paid extra for their protection plan, believing it would give me peace of mind if anything changed or went wrong. Later, I went back for a new eye exam to check whether my prescription had changed. After the exam, I was told that because I now had a new prescription, my protection plan was somehow no longer valid and could not be applied. Instead of honoring the plan or offering a fair solution, they told me I would have to pay again for the exact same frames I already had coverage on.

That makes absolutely no sense. A protection plan should not become useless simply because your prescription changes — especially when the frames themselves are the same. It felt misleading, unfair, and like the fine print is being used against customers after the sale.

To make matters worse, when I tried to raise concerns and leave feedback, it has felt like they are making it difficult or impossible for me to leave a proper review about the original purchase and experience.

Overall, this experience has left me feeling misled and taken advantage of. I would strongly caution anyone considering purchasing the LensCrafters protection plan to ask very specific questions in writing before buying, because what you think you’re covered for may not be what they actually honor later.

Very disappointed.

Update: Generic response, no real resolution

After posting my review, LensCrafters responded with a generic copy-and-paste message saying they were “sorry to hear” about my experience and asked me to either email them or submit my information through their in-store complaint form.

The problem is: I already used their complaint process, and this just feels like being sent in circles instead of actually resolving the issue.

My original issue still stands: I paid for a protection plan on my glasses, then after getting a new eye exam and updated prescription, I was told the plan was no longer valid and could not be applied — even though I wanted the exact same frames that were supposedly covered. Instead, I was told I would need to pay again for the same frames.

That feels misleading and unfair. A protection plan should not become useless simply because your prescription changes, especially when the frames themselves are the same.

Their public reply looks polite, but so far it has not addressed the actual problem or offered a real solution. Customers should be cautious and make sure they get the exact terms of any “protection plan” in writing before purchasing.

sharin was wonderful and helped me with a pair of glasses that was so heavy causing headaches. she took her time and listened and fitted me with the perfect pair of glasses. her customer service and care for customers is top notch and she is an an amazing person making every eyeglass experience seamless. thanks so much

We stopped at LensCrafters yesterday for eye exams and to purchase glasses. The woman at the front desk was great, and the doctor was excellent. Up until the point of choosing glasses, the experience was very positive.

My wife picked out five pairs of frames and I picked out five pairs as well. When it came time to finalize the purchase, we sat down with Tim, and that’s when the experience went downhill. Tim was rude, insulting, and repeatedly told us he had been a comedian at some point in his life. Unfortunately, the way he spoke to us came across as unprofessional and disrespectful rather than funny.

The situation became so uncomfortable that I eventually had to walk out of the store. We had already invested several hours into the process, so we went to another LensCrafters location to finish the order since the exams had already been done.

While we were there, Tim’s name came up, and several employees began laughing and said something along the lines of “Tim’s customers are here again.” That made it seem like this type of complaint is a common occurrence, which was very concerning.

Between the eye exams and trying to complete the purchase, we spent nearly six hours dealing with this situation. My wife ended up spending $1,200 on her glasses there, but we left and went to another store where we spent an additional $1,500 just to finish what should have been a straightforward purchase.

Based on this experience, I will not be using LensCrafters again. It’s disappointing because the front staff and doctor were great, but the behavior we experienced during the sales process completely ruined the experience.

I am extremely disappointed with my recent experience at LensCrafters. I attempted to purchase glasses and noticed that the exact same lenses and frames were listed at a lower price online compared to the price quoted in the store. When I asked the store associate if they would match their own online pricing, I was told that they would not price match the prices listed on their own website.

This policy makes no sense from a customer’s perspective. As a customer, I expect consistency between a company’s online pricing and its in-store pricing, especially when it is the same company selling the exact same product. Being asked to pay more simply because I am physically in the store feels misleading and unfair.

I believe companies should stand behind the prices they advertise and treat customers consistently regardless of whether they shop online or in person. This experience has left me frustrated and questioning whether I should continue doing business with LensCrafters in the future.

I hope LensCrafters reevaluates this policy and provides better transparency and fairness for customers moving forward.

Terrible experience at this branch. Pray you don’t need the lab to change your lenses. Lab person does not work on weekends. You have to take time off from work to change the lenses. When I finally made it, they told me lab person is not working. They refused to refund me.

Location:
5535 W Loop 1604 N, San Antonio, TX 78253

We came in to get glasses. Next door was the actual Optometrist Clinic, so it made it very convenient as they were both covered in our insurance. However, a sales clerk ran CareCredit as a regular credit card rather than as the interest free promo. The Management was very quick to fix things. My husband returned the next day and we got two pairs of my Swarovski and my husband got Oakley wrap around sunglasses and regular script.

The customer service was top notch.

They are very busy, so expectations should be that they do not rush their clients. So being a little patient pays off greatly. Only one star taken off because I explicitly stated that it had to be run as the promo.

Glasses didn’t take more than two weeks and one pair for me was available within days. I highly recommend giving them a chance.

Yes, they are not the cheapest but they take care of you and have a decent warranty.

For online experience: Immediately after you order you can't make any change to cancel, and the return process is atrocious, you have to complete a huge survey and then return the item using their packaging and label.

I came in for help because I wanted my Burberry sunglasses tightened so they wouldn’t fall off my nose. At the store, I was welcomed with a warm smile, and the staff readily took my sunglasses to their lab. They came back with them fixed in no time — for FREE! ❤️
Thank you, Liberty!

I purchased the Meta Ray-Bans, and the glasses literally fell apart. I contacted customer service since they come with a one-year warranty, but they rudely told me there was nothing they could do and closed the case.
What’s even more frustrating is that Amazon has the exact same Meta AI glasses for $299, while LensCrafters is charging up to $699 for theirs.

Never buy from LensCrafters. Paid $800 for prescription glasses . Coating started peeling before 2 years. Was told it can happen when really hot example being in a sauna . Was never told that at time of purchase and that has never happened before with glasses bought elsewhere for a lot less money.

Negative Review – Persol Frame and Lenses Purchase (CAD 704)

We purchased a Persol frame with prescription lenses for a total of CAD 704 as a New Year’s gift in Lenscrafters store ( rue St. Catherine, Montreal, QC). Unfortunately, the frame we received was significantly warped.
When we contacted the store, we were initially refused a refund. Instead of acknowledging the defect, the staff attempted to “fix” the frame on site. The frame was repeatedly heated together with the installed lenses for approximately 45 minutes and manually twisted. The frame was audibly creaking and appeared close to breaking.
As a result of these actions:
• The original defect of the frame was not corrected;
• The lenses were damaged — the coating was visibly affected;
• The lenses became unusable.
When we expressed concern about the risk of damage, the employee responded in an unprofessional and dismissive manner (“don’t tell me what to do”). It became clear that the work was not handled professionally.
Only after repeated complaints and insistence were we refunded the following day.
Summary:
• Defective product;
• Initial refusal to issue a refund;
• Unprofessional handling that caused additional damage;
• Poor customer service.
I do not recommend the LensCrafters shop for business. This experience cost us time, stress, and CAD 704.

In August 2025, I visited the store for a routine eye exam and purchased a new pair of glasses. Within just a couple of months, the lenses had become horribly scratched — despite the fact that I have cared for them exactly as directed, using only running water, a small amount of soap, and the microfiber cloth provided with my purchase. The rapid deterioration of these lenses strongly suggests that an inferior lab is being used in the manufacturing process. My lenses are covered under warranty, so I contacted the Whitehall store to arrange for replacements. I was told the earliest appointment available would be sometime in April — nearly two months away. This is completely unacceptable. Had I simply walked into the store to order a brand-new pair of glasses, I have no doubt the turnaround time would be approximately 10 days. Why should a warranty customer be penalized with a two-month wait? I then contacted LensCrafters' main headquarters, where a representative named Mikka informed me that "whatever comes up on the computer is what it is" and that nothing could be done on their end. That response is dismissive, unhelpful, and frankly insulting to a loyal customer. I have been wearing glasses for over 60 years and have patronized many optical retailers over that time. I have never encountered service this poor — substandard lens quality combined with a complete unwillingness to make things right in a timely manner.