DO NOT BUY GLASSES FROM THIS LENSCRAFTERS LOCATION!!!…read more
I had a very mixed experience here. The eye doctor, exam technician, and sales associate were all kind and professional during my visit. This review is not about them. This review is about what happened after I left and how my purchase was handled after I paid nearly $1,000 in full.
I purchased prescription Prada eyeglasses and Ray-Ban sunglasses, and my total came out to over $950. For a purchase this expensive, I expected much better service and communication. I was told my glasses would be ready within two weeks, but the sales associate mentioned they usually arrive sooner, often within one week. This sounded perfect because I had a trip coming up in 12 days which was within the 7-14 days that was said.
On day 10, I called to ask if my glasses were ready. I was told they had arrived at the lab and were waiting to be delivered to the store. On day 11, I was busy and unable to call myself, so my husband contacted the store for an update. He was told my glasses were ready for pickup, so he drove to the store. However, when he arrived, they only gave him my Prada glasses. My Ray-Ban sunglasses were missing, even though I had already paid for both pairs in full.
The associate then explained that my sunglasses were somehow never properly ordered in the system and were considered "orphaned" glasses. That is completely unacceptable. How does a fully paid order only get half processed? I paid hundreds of dollars for these glasses, and somehow nobody noticed the mistake until WE called asking about the order ourselves.
What made this even more frustrating was realizing that if we had never called, nobody would have informed us that my Prada glasses were delivered. Even after our calls, none of the associates noticed only one pair was delivered. We were the ones constantly checking on the status of my order instead of LensCrafters keeping us updated. It honestly felt like we were doing their job for them.
When I asked why customers are not contacted right away when their glasses arrive, I was told the store waits 1-2 days before calling customers because they receive too many deliveries at once. I could not believe that answer.
How is that acceptable? People rely on their glasses every single day. Some customers may be using broken glasses, taping old pairs together, or struggling to see while waiting for orders they already paid for. Meanwhile, LensCrafters lets completed orders sit there for days before even notifying customers.
The explanation only made the situation worse. If the store is receiving that many orders, then customer communication should be a priority. Instead of focusing only on new sales, there should also be care and attention given to customers who already spent hundreds of dollars and are waiting for products they already paid for.
By this point, I had completely lost confidence in this location. Instead of simply reordering my missing sunglasses and asking me to wait another 1-2 weeks because of THEIR mistake, I requested a refund instead.
What upset me most was that no real effort was made to fix the situation or make up for the inconvenience. The only solution offered was to reorder the sunglasses (which should have already been done correctly in the first place). That is not compensation or customer service. That is just correcting a mistake that never should have happened.
At the end of this experience, I felt extremely disappointed and disrespected as a customer. Spending almost $1,000 should come with better communication, better organization, and better care for customers.
I would recommend this location only for the eye exam itself, because the medical staff was wonderful. But I strongly advise against purchasing glasses from this LensCrafters location.
