LensCrafters

I’ve been a loyal LensCrafters customer for almost 20 years and this location is the one location that has made me rethink sticking with them. Why? THEY CUT THE LENSES WRONG! What type of eyeglass professionals do that? When my glasses were handed to me for the first time, each lens had a series of scratches right in the middle, almost looked like it was cut against the grain. I came back to the store about 5 times within the first 2 weeks of having my glasses to explain to them that the lenses were not okay, that they handed them to me scratched. Each time I was told that they were just dirty. Within a year of use, those scratches then started to peel and eventually the middle portion of the lenses were blurry to look through. Within one year! Most of my glasses have lasted 3 – 5 years and to this day are still good. There’s no reason why lenses should peel, they screwed up. Avoid this location!!!

Awful store. Staff was unprofessional and inexperienced, overcharged me. Was told after 1 week of waiting for the glasses they arrived Broken and I need to wait 2 more weeks. I came to pick them up and they were not what I ordered or payed for. Then the manager was trying to get me to wait another 2 weeks to make new ones and blames me for their mistake. After some arguing I got a refund.

If I could give a negative star, I would. Last december, I placed an order for a new pair of lenses since I had one year protection plan. In January, lenses came in so I went to pick them up, but the prescription was done incorrectly. I asked for a replacement and left. Until april, I did not hear back from store, so I called in… and apparently new pair was not ordered. So the new pair was ordered in April and did not hear back until the first week of June. Then, I called in again to ask for progress. And apparently a lady who answered the phone said they had called me in may and left a voicemail, which I still do not have any record of. Since there could have been some problems with the phone, I did not complain. So i brought in my frames. I was told that glasses will be ready 1pm next day, so i came back at 1:30 pm… and of course, it was not ready and asked for another 15 mim. Since I had to go back to work, I said I would come back on the weekend. And yes, when I went in today, it was not ready, and said the prescription was done wrong and they ordered a pair of new lenses again. Maybe I am the unlucky customer, but somebody needs to call and let me know?? How many times do I need to stop by before I pick up a new pair of glasses? And throughout the process, most staff I talked was extremely rude. I was a repeat customer, but I wouldn’t come back again.

This review is for the Manhattan Mall location only. This place is under new management and BEWARE OF THEIR SCAM TO UPCHARGE!
I went in this past Sunday for an eye exam to renew my contact lense precriptions. I was told that it would cost me $ 80+ with my insurance, versus only $ 10 last year with the same insurance coverage. According to front desk, the increase was due to: 1) extra $ 40 for contact lense fitting with astigmatism, and 2) an complete eye exam for $ 30+ — although they later disclosed I could opt for traditional dilation covered under my insurance. This didn’t sound right to me so I went to another Lenscrafters location nearby — the exam came out to $ 10 as my health insurance DOES cover my contact lense fitting with astigmatism AND an complete eye exam was not required to get contact lenses. So the staff at the Manhattan Mall location is either incompetent or trying to upcharge hoping the customers won’t notice.
Either way, horrible experience and I will never return to this location.

I’ve bought 3 pairs of glasses from this location over a 4 year period because they’re very close to my work. But please, avoid at all costs. Despite a high turnover rate among employees, I’ve come to expect largely the same consistent experience.
First off, the service will largely be the worst you’ve ever experienced in any situation – ever. When interacting with staff expect rude comments, mean attitudes, and constant unprofessionalism (its obvious they under-​pay and under-​train their employees/don’t give commission).
To make the service experience worse, there isn’t a single employee in the store able to answer most of the common questions you might ask. Pretty much every employee belongs to a different department (even though the store in question is about 15 square feet), and individually they spend very little time on the sales floor. The result is that if you have a single question, expect a 10 – 15 minute wait before you can ask it, then add 10 – 15 minutes per each additional question. For instance, once I wanted to know the cost of a pair of frames that weren’t marked, the cost of lenses into those frames, and the cost of my eye exam. I spoke to 3 separate employees, and (according to my iPhone clock) waited a total of 43 minutes to ask those three very basic questions. (During that time, there were only two other customers in the store, with employees outnumbering customers more than 2 – 1).
Secondly, expect to be AGGRESSIVELY up-​sold on sketchy products whose use isn’t fully explained to you. Lots of add-​ons around $ 40 – 80 dollars, some you can say no to (random lens coatings that do nothing), others you can’t («I’m sorry Sir, but the Optomap is a revolutionary new product that allows us to scan your retina without using eyedrops. Not only is it mandatory, but it’s $ 40 and so revolutionary that, no, your insurance doesn’t cover it»)
Finally, and worst of all, the lenses you do end up with will typically have some sort of problem that isn’t apparent, or doesn’t manifest, until a few days after your purchase. Most of the time if you speak to a manager they fix the problem, once however, I had a problem with a lens coating peeling off after two days of wear. I was told I must have somehow Windexed the lenses, and would have to pay for the repair/​new lenses out of pocket.

Beware of giving them your contact info.
First, the glasses. Glasses were done incorrectly and had to be returned — later I learned that they were overpriced anyway. But that’s not the worst part. They required my address and phone to process my info! I (regretfully) gave it to them, but under the condition that I would not be placed on any marketing lists. The customer representative assured me that I would not be. More than a year later I’m still receiving junk mail from them and all of the companies they sold my info to.
Avoid.

After the whole ordeal I went to another Lenscrafters and they sorted out the problem with me and told me Shandle was completely wrong. The manager called that store and fought with them for me and they told her I can come back for the return. I walked all the way back to be told that Shandle had instructed EVERYONE in the store not to service me. I was outraged! I called back the other store and the manager called Shandle directly herself and fought again for me. Shandle still refused. No one would help me. I went home so upset called customer service again and they were so apologetic. They called the Regional Manager that night and had it sorted out. The next morning Shandle called me and told me she will process the return. She sent someone to my job to pick up the glasses and processed the return over the phone. She was polite like she’s never been before. But there was no apology or acknowledgement that she was wrong. About an hour later the regional manager called me and apologized profusely. He said everything that happened was wrong and shouldn’t have and that both Shandle and Sandy would be reprimanded. I hope for the sake of their brand Shandle gets demoted. She’s a miserable manager. But yay for customer service! They really look out for their customers!

I needed my eyeglasses fixed for minor damage. While pretty all eyeglass stores will service your glasses for free, a technician, I think his name was Kenny, went out of his way to make sure my glasses were as if I had just purchased them.
He did more than I asked and I can’t thank him enough for it. Very polite and patient. I recommend this place simply from that experience.

Today I went to LensCrafters in Manhattan Mall to fix my new frame just few weeks. They are the one near my office and I believe they are big brand in NY, so will have a professional service. But totally bad service. They scratch my frame and the lens as soon as they do the fixing. Their frame w/​lens is not cheap, most of the people thing they will have good hand on the product. Totally wrong! Don’t thing about pay your money in this store.

After two weeks without glasses and constant tears, I knew I needed to replace the old pair that I snapped. I walked into a Brooklyn location which didn’t have a quick enough turnaround time. I stumbled upon this location after strolling in the mall. Soon as I walked in, I was greeted and offered assistance. My info had already been saved from the other site, so intake was a breeze. I was measured, handed over my pre-​purchased frames, and was told I could pick up my glasses the next day. I called ahead and I was in business. Though I had to wait for a bit to receive them, it made sense because the employee (not sure if he was the manager) wanted to make sure that any necessary adjustments would be made on the spot before I leave. I also received maintenance instructions which I thought were bizarre. I mean who would use alcohol or bleach to clean glasses? On second thought, common sense never is common. His other goal was to make sure that I was completely satisfied and I was. This was my first experience with this company and it was pleasant. Let’s hope I don’t have to make a visit too soon thanks to my clumsiness with this new pair.

Pretty much the worst store in the world staffed with the most incompetent, rude and repulsive staff ever assembled. I should’ve known better than to get glasses at the mall but I needed them quick. «Glasses in about an hour» is a complete lie. I picked some overpriced frames and was told to come back at 9pm… 5 hours after my purchase. I was charged $ 400 and after seeing my receipt I saw they snuck in some kind of 1-​year care plan for $ 40 without even asking me if I wanted it. I returned the next day to pick-​up my glasses and waited FOREVER for the one working employee while the other employees sat around doing nothing. I got my glasses and they had a massive warp right in the middle of the lens making them 100% useless. The person making the glasses here is basically a retarded person. To not see this massive obvious gash in the lens means that they pay not even a molecule of attention to their work. I was told to come back THE NEXT DAY for another pair. I paid premium price for «glasses in about an hour». More like «GLASSES IN ABOUT 30 HOURS». I told them to cancel everything and not to charge my credit card and the counter girl stormed off without saying a word (like it’s my fault a glasses store can’t make a pair of glasses without F’ing them up) so I left and later got a call that I had to go back for a third time to sign something for my refund. I went to a REAL optometrist office the following day and got much nicer glasses for almost half of what LensCrafters charged me and the optometrist accepted my VSP insurance which LensCrafters did not. Plus by doing so, aside from saving $ 400, I was also able to deal with competent professionals rather than a bunch of swindling D-​student losers who work at the mall for $ 7/​hour and couldn’t care less about you or your vision.

GOOD: The store is bright, spacious, and theres always someone there to help you. After the second eye exam, they got my contact prescription right.
BAD: Crazy expensive! over $ 200 for just an eye exam. Contact Lenses for 6 months were the same price as the eye exam. They gave me a terrible prescription for my glasses. I need a new left lens. They were trying to charge me 325 just for a pair or discontinued polo frames that retailed for 195 when frames were released 2 years ago.
*Looks professional but are definitely not.
*Costco provides the same/​better service for way cheaper.

I had a problem with my frames and the manager Marina stepped in and solved it. Take my advice, take the service plan.
Anyway, kudos to Marina who went above and beyond to make me feel valued as a customer. Thank you.

This Lenscrafters overcharged me with $ 63.00. SIXTY-​THREE DOLLARS.
And get this… after they overcharge me, they give me glasses with one lens that has the anti-​glare and one lens that doesn’t.
I went to go get my glasses. These frames were less than the frames I purchased last year, so, of course, I would assume the final charge would be less than what I paid back then. However, it came out to be much more than that.
Once I figure that out, I ask the lady if she carried over all the same options for last year. She said she did. I don’t believe her, so I ask her to print out last year’s receipt so that I can look at the cost break down. I realize the lady charged me $ 108 for the anti-​glare when I only paid $ 45 for it last year. I ask her why the price went up.
She said the cost went up because of the recession. She kept saying Lenscrafters needed to make money, too.
I still didn’t believe her.
So I went back to work since it took AN HOUR AND A HALF to get things done (she was taking care of EVERYTHING while the other ladies were off taking a coffee break). During lunch, I take a look at both receipts to compare. Last year’s $ 45 charge was for the «Standard Anti-​Glare» option. This year’s $ 108 came from the «Complete Premium Anti-​Glare» option. Weird, right?
Since I only work a few blocks away, I decide to take a visit after work. The lady that «helped» me was still there, so I showed her the two receipts and pointed it out. I asked her, «Why did you give me the Complete Anti-​Glare option? I explicitly told you to carry over all the options from last year.» She begins to explain how Lenscrafters no longer did the Standard option and that the Complete option was the only one they provided… because of the recession.
Right.
I live in Jersey, and my boyfriend and I ended up passing by the Lenscrafters in Paramus. It is larger, and I wanted to see if there were any other frames that could fit my face better. I realized I chose the best one, and we were about to head out. My gut told me I should go ask one of the employees about the Standard v. Complete option. He gave me a «WTH?» face and told me that was completely wrong.
So he sat down with me to give me a price adjustment until he took at my frames and found out that my lenses were different. He COULD NOT believe that they screwed that up. He then proceeded to tell me that he knows the general manager in this NYC location and that this was unacceptable. He was the best, and the workers at this Paramus location were SUPER attentive and helpful. I couldn’t believe these two stores were part of the same franchise.
I never wish that anyone gets laid off. However, I do wish these workers step up and learn to do their jobs right (oh, and she also proceeded to tell me that the Coach glasses I got wouldn’t be covered by my insurance; luckily she called to double-​check).
Anyway. Never again. Also, when they tell you that they no longer have the Standard Anti-​Glare option, they are LYING. Don’t go here. Most incompetent workers I have ever seen.
I wouldn’t say the same about the doctors though. The doctors are FANTASTIC. But do worry about the fact the these incompetent workers will delay your time in seeing the doctors as they did with the other customers.

The positive: Bright, clean store. Lots of frames (though most of them are essentially the same style with a different logo on them). Lots of people available to help you.
The negative: $ 360 for lenses. Just lenses. I had a second pair of frames that I wanted fitted with lenses without using my insurance and that’s the price I was quoted. I asked the guy helping me 3 times to explain why they were so expensive. Something about different types of polycarbonate plastic or some BS.
I called around to several other eyeglass stores and the next closest price I was quoted was $ 85.
Don’t be a sucker.

I found them because their in my insurance plan and their location is convienent for me. The service is good, the store itself is clean and spacious, the staff helpful and professional.
I was pleased with the test and will go back to choose a frame,

I give LensCrafters 4 stars for their broad selection of frames, decent prices, and their GREAT return policy-​it doesn’t get much better than this. I considered getting prescription sunglasses last summer & picked out the typical huge drama frames. Little did I realize that with my prescription (made for the blind), my glasses would be so heavy on me. Returned a week later, without a problem — thx LC.
But I held back on the last star because I believe Drs of any kind should not be part of a chain — just my personal choice.