LensCrafters Reviews 794

LensCrafters in Vaughan Mills, Ontario Canada.

My family and extended family have been customers for over 40 years, but not anymore! They are now a large conglomerate with no heart, no customer service skills, other than trying to upsell you. My granddaughters designer glasses had a problem with a hinge after 1 year. Without a warranty plan, they were unwilling to help! Obviously they don’t stand behind what they sell. My son in law fixed it! 😳

We are all taking our business to COSCO, where they do stand behind what they sell!
✴️✴️✴️. In 2023, LensCrafters lost a class action lawsuit based on misleading pricing. Why am I not surprised?

It’s too late to turn back now. My family’s opinion of LensCrafters stands! Automated reply or not. 😡

Date of experience: July 01, 2025

Came in for a 440p appointment - wasnt seen left at 615 pm asked for a rescheduled date but was advised that I may have another 1 1/2 hours wait. Got a refund. absolutely terrible service.

Date of experience: July 01, 2025

I visited a local Lens crafter store today and I left without glasses.
I went to have my annual eye exam in the Charlotte NC area where I used to live, I now live on the coast in NC close to Wilmington. I liked my Optometrist in Charlotte, so I have not changed to a local one. I got a new prescription, and I needed glasses but instead of getting them in the Lens Crafter Store in Pineville NC or Warby Parker in Charlotte like I normally do I thought I would just go to Wilmington NC Lens Crafters store. I WAS DISAPPONTED AND LEFT WITHOUT glasses.

When I drove up to the store it looked new, nice, I had the same feeling when I walked in. I had in mind I wanted Ray Bans prescription glasses like what I wear now but I saw a pair of Oakley Frames I liked, they felt really good but they were damaged so I needed some help from customer service. I was the only person in the store, and it looked like there were 5 to 6 workers but they were all talking to each other and not helping me. I kept looking at them and a young women asked if I had a question. I said yes. I said I like the Oakley glasses, but they are damaged and do you know if you have anymore? She said I don’t know I will have to ask. Time passed and she never came back. Later I saw her standing down at the back of the store chatting with coworkers again. They all seemed young, not interested in helping me. I left. I will now have to find somewhere else to get glasses. I wanted to let you know about this bad experience.

Date of experience: June 24, 2025

I would have given five stars, but a few issues:

1) The music in the store is loud and obnoxious. We purchased the Nuance Audio glasses, which feature a built-in hearing aid. These have to be calibrated. It is impossible to do in the store because of the loud music.
2) The staff were sitting around when we came in. When we asked questions about the Nuance app or glasses, they didn't know the answers. If you have time to sit around, you have time to take a training course and learn about your products. I'm tech-savvy and figured it out, but I made this purchase for my 86-year-old Mom. She could never have done it on her own, and no one in the store could offer any assistance.

If the rating were just for the glasses, I would have given five stars. The Nuance glasses are a fantastic product.

Date of experience: June 18, 2025

Victoria greeted us second as we came in the foley store. My husband had broken his glasses and this bright ray of sunshine went above and beyond to accommodate.

Date of experience: June 12, 2025

Sent the wrong glasses not once but twice, messed up the return process multiple times, screwed up the refund for months and ultimately I lost out nearly 100 bucks. Completely incompetent.

Date of experience: June 06, 2025

The Township Lenscrafters needs new leadership. I came here on a Tuesday and a young man was working so hard.....ALONE. I had to leave out the store because he was doing his best to take care of each customer. I grew impatient and I came back another day. He was alone again because the manager was leaving for the day. Managers should be helping their team and not micromanaging at retail places like this. Customers should not have to wait to be serviced and one young man should not be responsible for each person if there are two workers in the store or manager on duty. The young man had a great attitude and showed great character to everyone. This store is fast-paced and there is no way the manager is never in the front or helping. Managers should be on the front line, too! I think this company should be careful who they hire as leaders. Maybe cameras should be rolled to see who is helping. or maybe this is what you expect your leaders to do, leave employees hanging and this results in high turnover, but business is being lost and I do understand that some days are busier than others, but if there are two people in the store, and I see one just walking around looking fashionable and the customers are waiting, each of them should be helping and not just one person.

Date of experience: June 01, 2025

The Town Center location has been my go to place for many years, they have excellent service, I never wait long, any tech I have had has been professional and courteous, I never think of going anywhere else for my glasses, they have a great selection and I always walk away happy with my experience! Thank you Fabian!

Date of experience: May 25, 2025

After a previous bad customer service experience at this location I was contacted by the store manager Dennis. I truly appreciate the time you took to address my concerns. I feel we had a productive conversation. Thank you and I look forward to supporting one of our wonderful neighborhood stores.

Date of experience: May 25, 2025

Very Poor Customer Service- LensCrafters Watchung NJ - Ordered Glasses & paid in full on 4/30/25 but I HAD TO CALL 5/16/25 to check if the glasses came in which was 5/2/25 (2 weeks earlier) they said they texted BUT THE NUMBER IS A Land phone - I Do Not have a cellphone - my account does have my email * I have shared with Consumer Affairs & will be sharing with Better Business & LensCrafters Corporate & I will also share this experience with other seniors to Beware - this is what happens when you pay in Full - LensCrafters isn’t interested in reaching the Customer *

* Word of Mouth is PowerFull & It Travel *

Date of experience: April 30, 2025

Bought glasses online. using my doctor prescribed prescription which was the same as another pair of glasses I purchased two years prior. LensCrafters had a deal so I thought I could maximze my benefits. After buying the glasses I received no email confirmations. After a month of having glasses I realized I was getting headaches and dizziness, which stopped when I stopped wearing the glasses. I took them to LensCrafters and they said they could do NOTHING. So I paid $800 dollars and got a product which does not work and they are not willing to fix. This was last year but I am just realizing now how wild this is to do. DO NOT SHOP HERE.

Date of experience: May 14, 2024

Excelente service!
Danny at the Bramalea City Center in Brampton was very helpful resolving my problem very effectively.
Thank you!
Gina

Date of experience: May 08, 2025

The Santa Monica branch messed up my contact lens prescription. I have had the same contact lenses for 8 years. I was very happy with them. I told the doctor not to change them. She asked if I had any complaints with my current prescription and I repeatedly said no. But she told me a slight tweak would make them more comfortable. They didn't - it was hell. I even had the foresight to push back on her recommendation and she told me just to roll my eyes if that happens. Didn't work.

Now I can't see in one eye if I wear contacts and I have to wear them in my line of work. One of them is really uncomfortable after they adjusted the prescription.

All of this is forgiveable - at least in my mind. But that was not the worst part. We spoke with Annie and zero accountability. Just a robot line of how they have to book you in again and I'd have to wait a week (and then even more to get the new contact lenses resent). Keep in mind, I can't see in one eye when I'm at work. Complete incompetence in working towards finding a solution. Absolutely not cut out for customer service.

After an hour on the phone trying to sort it out with her, she told us that if I sent over my old prescription to confirm it was such a tiny change, she would hand it to the doctor and they would sort it out pronto. This was an agreement we reached after an hour of her pushing back and not actually using her initiative in the situation. We thanked her and trusted that she would follow through.

And she completely dropped the ball. Nothing. What a time waster. And she had the nerve to tell me "don't worry we won't charge you for coming back in again". She is completely incompetent.

Worst experience ever. Do not go to this branch.

Date of experience: April 22, 2025

I had a horrible experience with Len Crafter. I had the eye exam done at the store and ordered lenses for my Meta Frame, which I bought in. I was told Lens Crafter can do lens for my frame. A Lens Crafter doctor ordered my prescription; the same store did my lenses. My lenses were delayed initially 3 weeks. When I was called, it was being ready, but the person was not there to fit my lens. Then I was told that they have to reorder the lens as it’s not the correct size, causing an additional 2 weeks of delay. After 2 weeks, I was called again, and when I picked up my progressive lenses, they were inverted, causing a headache. I had to bring it back to the store and they reordered, which took another 2 weeks. When the lens came back, the angle was an issue as I had to tilt my head to get things done.

I told Lens Crafter that I am not happy with the progress, and they were causing constant messes with my progress. Just get me a single vision lens. They ordered and took another 2 weeks. When I picked up my glasses, it still had a different angle on the bottom. I was told to come again to see a doctor. I was told to pay another exam fee when I saw the doctor. This is ridiculous. I decided to walk out and will now pursue it legally with my lawyer.

I want Lens Crafter to be aware of this and want to give it one last chance before I pursue it with my attorney.

Date of experience: December 23, 2024

The overall online experience was easy and quick

Date of experience: April 16, 2025

I have had decent in-store experience with them. I am also OK with some online limitations, such as failure to accept handwritten prescription files. It happens possibly due to strict text extraction requirements. However, the customer support team was not very helpful and told me that my order can still be canceled after I had submitted the prescription file to them directly. They also ended the conversation abruptly, leaving me so confused. I learned the lesson and will avoid online business if feasible.

Date of experience: April 11, 2025

They lost my daughter's eye exam record from 2022 and gaslighted me saying she didn't get her exam there while my insurance confirmed they were billed for the eye exam. My daughter also bought glasses there after the exam and come to find out later, they only billed the insurance for the frame. They did not bill the insurance for the lense and charged my daughter full price for it as if she had no insurance coverage.

Date of experience: April 07, 2025

Ashton was very welcoming and helpful.She picked out my frames and spend time to ensure I was satisfied with the choices.She always greets you with a smile and always acknowledges you as you enter the store.

Date of experience: March 30, 2025

Saul and Roger at the Macy’s LensCrafters Peabody location are fantastic! I have been going there for many years and they are always kind, helpful and extremely knowledgeable. I highly recommend them!

Date of experience: December 12, 2024

Dr. Coral Cohen is A-mazing! The store is beautiful, and the staff is always attentive. The website offers a great buying experience, is easy to use, and has the best prices! They do not disappoint!

Date of experience: March 13, 2025