LensCrafters

Today my wife and I visited the Lens Crafters on Rockville Pike. The visit started off rocky when the Dr said they didn’t take our insurance. The insurance issue was quickly resolved and we proceeded with our eye exams. The Dr was very professional and apologize for the miscommunication and was very thorough with our exams. Afterwards we went to choose our frames, Kara and Kristina were a big help and very pleasant to work with. We will certainly be visiting this location again!

Great service from the moment I walked in, to the eye exam, to the glasses fitting. I would definitely come back. I was able to get a same-​day appointment, and the quality of service is high. No complaints. The best prices on eye exams and contact lens fitting in the DC area.

Dr. Espejo is a Optometrist Boss!
I decided to get the eyes checked out & called to make an appointment. To my surprise I was informed that I could do a walk in or same day appointment… hence 45 minutes later I arrived.
From the UPS man that held the door open for me with a quick salutation to every staff member that was on the floor, everyone greeted me & was very pleasant.
Sylvia was the Patient Check In Coordinator, who assisted me over the phone with the pre-​insurance tidbits & provided me with the minimal paperwork to fill out. She also provided information & fees associated with additional proactive testing & I appreciate the upfront oppose to the back end of that.
Paperwork submission was a brief process & I was ready to go for the pre-​exam testing… you know the darn «puff in the eyes» test. That has always been an agitational experience for me LOL… yet she did in a nanosecond & I was placed in the exam room.
This team must work on optical synchronization, as soon as I sat down, Dr. Espejo came in. What, no hour wait to see the Doc?!
What a very cool & laid back Physician. He came in, introduced himself, welcomed me to his office & asked how I was doing. Shucks I forgot I was in for a medical exam.
The exam was thorough & expedient with Doctor E answering my questions & breaking down some other information for me. He did so with such a nice demeanor. I was very impressed that he was direct & educating at the same time.
Good exam, with needing only reading glasses. I already picked out my Michael Kors specs… of course wouldn’t wear anything else :-) His selection of designer frames is very extensive & the prices are fantastic!
I really feed off of great customer service & to be in a medical practice with other patients & still be taken care of without skipping beat, always renders a great review. Especially when your health & finances equates to that is involved.
I can’t wait to pick up my reading specs!
Thanks Team Doc E… I «look» forward to be a regular patient/​customer.

Seriously the most awful customer service experience. I got glasses from there and sorta felt from the night I got them something was off. I started getting terrible migraine headaches then realized the prescription was off after putting on my old glasses over the new ones. I went to return them and told them the glasses prescription was off. They took the lenses and checked with the computer and told me they were indeed off from what my prescription was on file. I ended up exchanging them at another location with more selection, thinking the computer prescription was correct and it was just the lab error. When I got those glasses I realized they were also slightly off. I called both Rockville and Columbia locations and they said it must of been a lab error and not from typing in prescription incorrectly, the first time. Which made no sense to me… what a strange coincidence. The prescription was clearly typed in incorrectly and the manager who was the first person we dealt with denied this and refused a refund. I have been going back and forth driving to this location over 7 times. This is absolutely ridiculous. Wish I never walked into this location. Such a waste of time and there still is no resolution. To make matters worse I had to buy another eye exam bc the script they bungled expired that month. No one has time for this!

I realize going to LensCrafters can be a frustrating experience– especially on a rainy weekend day. Luckily, my experience was the exact opposite.
There was a wait, but it went quickly– about 10 minutes. There seemed to be some confusion about the sign-​in process (some signed in, some stood around and then yelled that they got there first) but everyone was very nice about it and tried to be accommodating.
All I needed was an adjustment on my glasses. The gentleman who assisted me was very friendly and pleasant. He took the time to get the right fit and then I was on my way.
Overall, I was VERY pleasantly surprised.

Their Sunday hours is noon not 10. I arrived at 10 to avoid the crowd and of course there was no one there.

They have a AAA discount if you are a member!
The optometrist, Dr. Louis A Espejo, is awesome. He was very informative, friendly, and really explained everything. I paid the extra $ 39 for the retina eye photo and it was worth it to me. He was able to give a thorough explanation of my eye health. His office operates out of LensCrafters and I had to order contacts through his office. For glasses, that’s when LensCrafters come in. His office and LensCrafters work in partnership with each other. They have a great selection of frames and I was able to receive my glasses within a day or two. Their prices are expensive, but they usually have some deal going on and I used my AAA discount. The only thing I didn’t like is that they tried to up sell you on everything. Their insurance plan went from $ 34.99 per glasses and then after I declined, I was told it was $ 9.99 because I went to Dr. Louis Espejo. When I picked up my glasses, they asked if I wanted a cleaning kit, when I declined, they offered me 20% off. I highly recommend Dr. Espejo. As for where you want to get your prescription filled for glasses, LensCrafters is convenient being right there.

After voicing my complaints, Dr. Espejo was very quick in rectifying the situation and refunding me for the extra services I was charged. He gave me a call to apologize as well as sent me a follow up email. I do appreciate his immediate attention. I believe my experience might have been an exception, a bad combination of the busy office and my new insurance plan that resulted in some miscommunications.
I would recommend new patients to clarify what is covered under their insurance plan prior to receiving services to avoid any surprise costs. If you live nearby, I would also call ahead to check the wait time/​number of patients for the eye exam. Just for reference, the retina exam is $ 39, doesn’t involve pupil dilation, and you even get a digital image to take home.