Lenscrafters

I’ve been a loyal customer for 10 years. After purchasing at least 6 pairs of regular glasses and 1 pair of sunglasses over a 10 year period, my last pair of frames were defective. A shiny coating on the frame began to peel after only 5 months. I politely showed them to the staff but was immediately told it was «normal wear and tear.» They then immediately pointed out that I would have been provided with new glasses if I had purchased the protection package. It is not my opinion that this problem was normal wear and tear, and I think a good product should hold up to normal use for at least one year. I then showed them to a manager who told me it was my hair product that caused the damage and that it was normal «dulling.» To illustrate it was not dulling, but in fact peeling, I ran my nail against the rim. The manager then accused me of intentionally damaging the frames. When I became frustrated, she began to act as if she felt threatened by me. We were separated by a counter. We were not even close to one another. And in no way did I act inappropriate. I will never go back there. They do not value their customers and they do not act fairly with customer problems. The simple fact that a rip-​off protection plan exists does not give them the right to refuse to acknowledge a defective item. On top of that, to imply that I was aggressive in any way is out of this world insulting. Stay away from this location. The awful manager’s name is Caroline Lewis. She had red-​ish hair and glasses. Her actions have lost Lens Crafers a good, loyal customer.

My experience with eye exams at this location have all been standard, no complaints. Picking out /​purchasing glasses, however, is a different story. The service is slow and they don’t even pretend to care about you. There only ever seem to be two people working, only one of which is capable of helping you, and he’s always too busy with another customer to even acknowledge your presence. Eventually, he did come over to explain the various options/​brands and then left me alone to pick some out. Once I had narrowed it down to one pair of glasses (and waited for him to be available again) he told me that they wouldn’t work well with my prescription. Information that would have been helpful BEFORE wasting 20 minutes making my decision. Eye exams and purchasing contacts are fine, but I wouldn’t come back here for new glasses.

Staff, slightly better and now more cheerful. Office system? Still absurd. Allow me to elaborate…
Arrive, on lunch hour, which like any other hour is 60 minutes long, because Horizon is closed on weekends so you were turned away on Sunday. Even though your insurance has not changed and they could have called Horizon prior to your months-​in-​advance scheduled appointment.
Sign in. Go into room #1, with purse and coat in tow. Put purse on floor, coat on lap. Read letters, identify numbers.
Follow assistant into lens room, leaving purse and coat in room #1. Remove contacts. Cautiously follow assistant back to room #1. Tell assistant you can’t see the E at all, don’t bother, stare at barn image, face off against air puffer.
Follow assistant into room #2 for eye mapping, which will cost additional $ 35, with purse and coat in tow. Put purse on floor, coat on lap. Smush eye against machine, endure momentary blindness due to bright green light. Repeat with other eye.
Follow assistant out of room #2 as she tells you to have a seat or go look at frames. BITCH, I CANNOT SEEEEEEEEEEE.
Sit & wait, with savior smart phone an inch away from face. Until the battery begins to die. Turn off mobile network. Sit in frustrated bluriness.
About an hour after your appointment time has eventually gone by, follow assistant into exam room, with purse and coat. Put purse on floor, coat on lap. Wait for doctor.
Go through all of 15 minutes with doctor, follow doctor into lens room. Likely, the necessary lenses are not there. Replace used contacts – ah, the clarity! – and return to exam room for purse and coat.
Was this whole process necessarily so long? No, but pay $ 100 for the contact fitting because Horizon doesn’t cover that either! Oh, and go pay a specialist to look at the freckle in your eye that you’ve had over a decade. Have a nice day!

I have mixed reviews about this location. Went here last year for eyeglass repair and got execellent service. This year tried to schedule contact lens fitting for my husband and got a really nasty rude receptionist scheduling our appt. She got on my nerves so much that I took my business elsewhere. If they want my business they better hire better people.