Santa Fe Optical

I have been going to the W38th street location of Santa Fe Optical for over eight years. Dealing with Sharon, my experience has been incredible. When my family comes in town from NYC, we all get new glasses. Yes, you heard me correctly that they come to Austin to get glasses (and visit me of course). I think this speaks to the uniqueness of the frames, knowledgable and stylish staff, and great customer service. Thank you Sharon for being a consummate professional.

A full year later, I continue to be impressed by Santa Fe Optical. Their selection and customer service is unparalleled, and my entire family has now been outfitted with their frames. In fact, my father found a pair of sunglasses there, along with optical frames, that are the first daughter-​approved pair EVER.
All in all, it speaks volumes that my family now insists on stopping by Santa Fe Optical whenever they are in town to visit, and I CANNOT WAIT for my next pair.

Santa Fe Optical has the best selection of eyewear in Austin! They can’t be beat in quality, quality, and variety of styles. I ended up buying the first pair Stacy pulled for me. I had tried-​on no less than 60 other pairs at other retailers without finding a single frame that I liked, none the less loved. However, every frame Stacy pulled made me go, «wow!» She has a true gift for finding the right frame for your face-​structure, personality, and lifestyle. The only thing that would make Santa Fe perfect is if they took insurance. So I just purchased the frames, and will take them to my optometrist for the lenses. But that’s an extra step, and cost, I’m happy to take if it gives me worthwhile results!

The first time I went there, two salespeople argued over my business because I had visited there previously. They are obviously on commission. The second time I bought glasses there, the bifocals gave me an instant headache. After trying to return them two more times, they refused to fix them. The manager later apologized and blamed new employees so I gave them a third chance. I bought new glasses a few months ago and the lenses can’t say clean. They are not the same type of glass as I ordered in my past glasses and they are constantly dirty even when I haven’t touched the lenses. The salesperson told me they are the lens I ordered. I replied it wasn’t and she said that is what they use now!, so I need to get used to the new product. This store has great frames, but a pushy, unknowledgeable sales staff who doesn’t stand behind its products. i have spent over $ 4,000 there. I am the fool.

I’m still in possession of 3 pairs of glasses I bought 8 years ago, as my rx hasn’t changed. This location has put an incredible amount of time into adjustments and answering questions. Fine frames and lenses aren’t cheap anywhere, I’ve gotten a ridiculously high value out of the product and the store’s staff. Thanks to everyone there!

Here’s the dirt: Coolest selection of eyeglass frames in town and absolutely THE BEST customer service anywhere. No, they don’t take insurance, but I’ve found that you get what you pay for, both in quality of frames and customer service, and I don’t mind paying a little extra money for their awesome service. Take that, xxxxxxx (You know who you are)!!!

I’m headed home because we are hosting the parents and family of my daughter’s fiancée. Baby girl got the ring the night before and his family is flying in from Memphis, California and New York. Leaving the office early, I took off my glasses to put on my sunglasses. The regular glasses snapped in half. For someone with poor eyesight, this can be a catastrophe. So I drove to Santa Fe on 38^th, where I had ordered new glasses a week ago and was told to expect the new ones in a couple of weeks. My old glasses frame couldn’t be repaired and there were no new frames the old lenses would fit. But in checking my account, my new lenses had come in that day. So Stacy and Sharon got to work, had my new glasses ready to go in an hour and the social event was saved. If you are looking for service and you want true consideration of your needs, this is the place to go. They go the extra mile and do so willingly and with a smile.

Still coming here and LOVE LOVE everything. The best customer service and amazing frames! Here are a few pics including my latest ORANGE pair that I cannot wait to wear. Stacy is just incredible. Love her!

GREAT customer service. Went in for an adjustment and my frame was broken — they knew I had recently moved out of town and so they just gave me a new frame right then ! Thank you so much !

The good: Still undeniably the best selection of cool, hip, chic frames in Austin from the world’s best designers. Breathtakingly wide range of options. Five stars.
The not-​so-​good: The prices are astronomical. For my latest frames, I paid about 10 percent over what shops in more competitive markets charge, which are already marked up 100 percent. You’re going to pay for those cool frames. A lot. Four stars.
The bad: Customer service is uneven and at times indifferent. This just seems to be part of the Santa Fe experience, and it’s been that way at least since I was in college 30 years ago. The store, at least the central location, is tightly packed and very crowded, especially on weekends. Too easy to go unnoticed. Once you get someone’s attention, things improve. Three stars.
Bottom line: If you want frames you’re not going to see many other places, if you’re willing to pay more than typical retail and if you’re patient or know exactly what you want, Santa Fe Optical is your best choice in Austin. Four stars.

For the price, they need to pay more attention to the quality of their service. My husband loves the selection at Sante Fe and has been a customer with them for over a decade. Yet time after time, there’s always a pretty big disappoint with the service.
The latest was when my husband ordered new glasses. Unfortunately, they had a flaw in the middle of the right eye. I understand that mistakes happen, so I went in to talk to them about getting some help. When I tried to talk to the representative, she cut me off mid sentence as if to hush me from explaining the flaw. I assume that she was trying to shield my story from the other customers. I’m not sure why because I was perfectly reasonable in my discussion. She said that she would take them in the back and see if I was right. She said this in a very condescending manner as if I were lying about the flaw. After five minutes, she came back and said, «there’s a small flaw. I will see what I can do.» I laughed and said, «Fine.» (The flaw was large enough to cause my husband nausea) A few hours later, they called my husband to tell him that they were such a great store that they were going to send the glasses back to be repaired. They offered no apologies for the inconvenience just a glorious display of how gracious they were.
Mistakes happen. It’s how you try to fix them that shows the real service.
It took three weeks to get the new glasses… When I picked them up the representative was really nice. She took an extra few minutes to polish the glasses and replace the nose pieces. This made everything a little better.

I will never again waste my time shopping anywhere else for glasses — Santa Fe Optical is THE place for finding the best frames, whether your style is eclectic, cool, sexy, sophisticated, serious, funky or vintage.
The shopping experience is like that of an LA/​NYC, by-​appointment-​only, high-​end boutique. Stacy at Santa Fe took care of me from start to finish basically as my own personal shopper. She scoured the store finding me new pairs to try on according to my face shape and style preference, and gave me honest opinions and suggestions when I was trying them on. I never once felt pressured to hurry up and choose a pair and she never asserted her opinion over my own (not to mention she was über-​patient with me while my indecisive nature reared its ugly head). It took me three separate trips to the store not because I couldn’t find a pair that I liked, but because I found too many pairs I liked! Stacy was incredibly patient and understanding throughout this whole process, and even called me a week after I purchased a pair just to make sure I still loved them and that I wasn’t having any problems.
Many of the negative reviews I’ve seen for Santa Fe Optical tend to revolve around their price point, which is admittedly high. I don’t recommend coming to shop at Santa Fe Optical unless you’re willing to spend some serious dough on your new specs because it’s one of those places where you can’t simply browse around — you WILL find a pair you love and must have at all costs (literally). That being said, if you’re ready to spend some money on an accessory that you will wear right smack in the middle of your face, don’t waste your time anywhere else in town — trust me.

On 6÷15÷2012 I bought a pair of Alain Mikli frames and very expensive lens. The total price was over $ 1,000. I was not happy with my vision after the new glasses arrived and I first tried them on. I was told that I needed to allow at least two weeks to adjust to them. I wore them for longer than 2 weeks and was never happy with the lens. I put the glasses in the case and stored them and returned to wearing my old pair of glasses which were infinitely better (they came from CostCo).
I take responsibility for the fact that I didn’t return to Santa Fe Optical and complain about the problem. I forgot that I had stuck the glasses in a drawer. So that part of the issue was my fault.
However, I can’t believe that as much as I paid for the glasses that they couldn’t do a job even close to the quality of CostCo. The bottom line is they have lost a customer for life because they did such a poor job the first time. I just had my annual eye exam and I took the Santa Fe glasses to my optometrist. He said they were not right. I just got back from CostCo where I had the lens replaced in the Santa Fe frames for a fraction of the cost. My total lens cost at CostCo was $ 179 as opposed to the astronomical price of $ 600+ at Santa Fe Optical.
Of course Santa Fe Optical will try to tell you they have far superior lens but I’m here to tell you that my CostCo lens are perfect in comparison to what I got from Santa Fe. Do yourself a BIG favor and shop elsewhere and save some money. Santa Fe’s products have a ridiculous markup for what you’re getting.

I just stopped in to see if I could get some minor repair done on a pair of glasses. I was helped immediately, and there was no charge. It’s such a nice surprise to find a business in my neighborhood that is so helpful and kind. (I scanned the shelves while I waited, and they had a great selection of glasses as well.)

Exceptional customer service, great selection
A great experience. They made it easy. They are expensive, but the quality of service matches.

Not only does Sante Fe Optical have a wide selection of totally chic eye glasses, they have exceptional customer service. Recently, I took in a pair of glasses purchased several years ago to have a minor repair. No questions about how long it had been, they just replaced the part rather than putting on a spot of glue for a repair.
Local business. Shop there.

Love, love, love buying my glasses here! I am not happy about having to wear glasses but this place makes me look cool and in style. I have been buying my glasses and sunglasses here for a number of years and today just cemented my appreciation for Sante Fe even more.
I have to wear bifocals and when I am at the computer they are not very functional and I am having to tilt my head in funny ways to see the computer screen and then read documents on my desk. So when I had my annual eye exam my Optometrist suggested single vision glasses just for me to use at my desk. So because I didn’t need a fancy pair I have to be honest and say I went to one of those cheap glasses in an hour places. Oh my gosh what was I thinking! Not helpful and have not a clue so I ran to the nearest Santa fe Optical!
I walk in, describe what I want and they immediately go shuffling around the entire store bringing me different pairs that would not only fit my face but look good on me. Boom, in and out in about 30 minutes. It was serve yourself at the one hour place and no one offered to help me pick out glasses or direct me to where the smaller frames were since I have a small face.
I cannot say enough great things about Sante fe! They are a little more expensive but seriously do you want to be cheap and look like it or do you want to spend a little more and look like a million bucks!

The best of the best in Austin. This is the original and best location. Free adjustments and friendly and knowledgeable staff. The frames are more expensive than elsewhere but they are quality and will last longer and are a lot more of a unique style as well. If you are going to be wearing it on your face daily, you’d better not want to second guess your choice.

My daughter had been looking for some new glasses. We had been to several optical stores, boutiques to discount shops. What we found at Santa Fe Optical was a professional, courteous staff who are very knowledgeable about their selection of glasses.
If you wear glasses, and care about how they fit, feel, and look, this is the place to go!

This place is more like a glass frame company than an optical company.
Being promised that we would get the glasses within a week before we traveled out of town for a long time, my bf picked up his favorite frame and paid the amount in full. 2 days later, he got a call from the salesperson saying that the lens will not fit into the frame because it will be too thick. «why don’t you pick the other one?» the sales woman said. Well, that’s because we were promised the world when we paid for the first frame! In the end, we went out of town without new glasses and went back to the store in a month again.
Since we cannot ask for return, we had to pick a new frame. When we asked her about the different lens they offer, she said the lens they used «have everything in it». She couldn’t really offer any suggestion on the lens offered and simply told us to use the default one.
At the end, we compromised with a new frame and a mysterious lens that the store uses for every customer. This kind of service should be at Wal-​Mart and not at this upscale neighborhood.
Granted, the sales woman is really nice and polite. But the fact that they have no clue what they are selling just pissed us off big time.