This is TERRIBLE!!! i have been calling for 2 days. right when they answer. they tell me to hold and never come back.

I booked an eye exam appt online. I was scheduled for the appt on July 31, 12:00 noon. I RECEIVED A CONFIRMATION EMAIL. After walking a far distance (location is in a mall) on a knee scheduled for joint replacement, I was informed they did not have me down for an appt. They said I was not booked, even though I showed the confirmation email. I was told they could get me in a different day, but no options for that day (the 31st). Nothing was done to try to fit me in - even though I was scheduled - and I was simply told I could voice my complaint with the manager when she was available. I opted to leave to find a business that actually follows their booking. I don't know what their scam is or if it is just very poor computer programming, but would never go back with that lack of customer service. I did tell them I would review them poorly, so I'm here. read more

Came to this store 12/18/2014 to schedule an eye exam and the receptionist looked up and said no appointments til March before I could even ask. She said it very rudely as she was walking away away from us. Sorry lens chapters I guess my insurance, Eyemed is not worthy of your business. Bad customer service!! Coronado Mall in Albuquerque NM. No stars sorry. read more

LensCrafters - Eyewear & Opticians Near Me - Albuquerque, New Mexico

Went online to schedule an eye exam. To my surprise, I was able to get an appointment within a week. I arrived early to browse the available eyeglasses. Ernestine greeted me with a friendly smile, answered my questions and helped me from beginning to end. She said she has only been there two weeks, but she is fantastic! And such great customer service skills! Thank you again, Ernestine!!! read more

Do not go to this location for an eye exam. Main optimist Jerry Sandoval does not know how to work with and treat customers. Very uncomfortable experience. read more

Last time I am ordering prescription glasses at the Coronado location and I have been ordering from them for a few years. From now on I would only go here to try the frames. I'll be purchasing them online if I have to and get the lenses/prescription from somewhere else. My recent experience was a flop. And two occasions I had to revisit the place I witness their incompetence. When they were pulling my glasses from the back, and during my wait I over heard the front associate make a call to a patient and let them know the glasses they received is not theirs. They need to stop by to return them. I do not remember them apologizing for the mishap. Maybe the person on the other end was nice. The mistake was when they had another patients finished eyeglass was bundled with my order(I had returned to inspect my glasses in the back). So when I ordered my prescription eyeglasses They had the wrong frames made. I am very detailed and know the frame I picked. Long story short, when I brought it up to them when I picked it up, the associate said it's what you ordered according to their notes and order slip. The manager also said the same thing. I showed them which one it was suppose to be. The exact frame was no longer on display but a different color was. Told them it was that frame in the color I had picked. She said the frame might have been discontinued. she would not give me a refund because it was past the allowed time. Expensive lesson learned. Double check what they send. Maybe take a picture of the frames and make sure the right frames is being handled. The people that work there's customer service are hit or miss. Some act like they hate what they do. The associate that got the sale on my purchase was initially nice and thereafter my interaction with her had a bad vibe. Like I was inconveniencing her. Hope this helps. I like LensCrafters products but this location has lost my business. read more

The hours on their website for this location says it opens at 10am, however, they actually don't open until 11am. I called and spoke to a manager, can't recall his name, but was very rude and even attempted to cuss at me. I was requesting that they give me my glasses and I can leave but he didn't grant me the request, instead he hung up on me. A manager did this! Such poor customer service. read more

This should be zero stars. Been waiting almost 2.5 months for contact lenses and now told it would be another month. Do not order glasses or contacts from the place! Week after week of the run around. There is mismanagement and likely insurance fraud going on. They have not refunded the co-payment made for the contact lenses or what they have billed insurance for, and now say it will take until October 30th for the order. Do not use this place, they shouldn't be in business. read more

I was denied contacts so I paid $120 for glasses then my prescription was wrong so I tried to use my insurance somewhere else but couldn't because they used my one exam for the year and messed up my prescription so now I have no glasses for another year read more

Please avoid this store in Coronado Mall for purchases of frames or lenses. They are overpriced and have poor customers service. I purchased glasses there in July 2023 and after having them in my possession for two weeks, they broke at the nose bridge. The break was in no way a result of excessive force or abuse, just light pressure. I only wore the glasses two times. When I went back to the store and spoke to the manager, she would not consider a refund or any type of reasonable compensation/repair-- i.e. she informed me it would cost me $200 to fix the frames. I will never go back to that store. My advise is for anyone reading this to do the same. read more

Description of complaint: went for an eye exam for new glasses in December 2023. Glasses were incorrect and gave me double vision. Sent out to pe corrected. Picked them up again could not see correctly out of right lense Told to wear for 2 weeks to see if eye would adjust. I tried that and problem continued. Returned to store measurements taken, told I would need second eye exam. After that, Judy called and cancelled and rescheduled every time until my final appointment was pushed to August 2024! She finally admitted the doctor was having persona problems and kept taking time off. Instead of being apologetic, she became defensive, rude, talked over me and wouldn't let me speak. After several calls to corporate and a bad review, Kelli from Regional called me, acted concerned and told me she would arrange a day to return to the store for a refund. She never called me back and several attempts to reach her have been unsuccessful. So, I paid for glasses that are useless and no one is willing to resolve this. read more

Went in to purchase new prescription glasses. The salesperson, Tonatiuh, was competent, professional, and friendly. I'll likely go here for future needs and would recommend to friends/family. read more

I had an eye exam for contacts and that went smoothly. After the exam, I sat down with store manager Judy Sanchez to order my contacts. It was immediately obvious that Judy did not know what she was doing. First, she had trouble explaining my insurance benefit. Then, when we were discussing the number of boxes I wanted to order, I asked her how many contacts come in a box. She flatly said "I don't know" with no offer to try to find out or any indication that she cared to know the answer. I had to say "I need to know that. I can't order any contacts if I don't know how many come in a box." After I said that, she was able to find a screen on the computer that gave her what I needed--but it made the rest of the transaction very uncomfortable. She apologized saying that contact lenses were a new service for them and they are still learning. Two business days later, my contacts arrived in the store and I got a phone call to tell me they were there. I picked them up the next day. After I got home, I looked at them to make sure the prescriptions were correct because Judy (the manager) was the person who typed my prescription into the computer, and she did not look like she knew what she was doing. Unsurprisingly, the contacts were incorrect. I have astigmatism in my left eye, but the box of left eye contacts were regular (non-astigmatism). I immediately went up to the store and told them what happened. Judy was not there, but I spoke to other store associates. One woman looked up my file and said, "these contacts are correct, you don't have astigmatism." I had to show them the paper copy of my prescription to prove that the contacts that were ordered were wrong. They corrected my prescription in the system and reordered the same number of boxes, but I had to pay $23 more because the astigmatism contacts are more expensive. They also said they put a rush on the contacts, and they'd be sent express. I was shocked that if I had not kept the paper copy of my prescription, there would be no accurate record of my eye exam. The only record the store had was the one that was incorrectly entered by Judy (the manager). I was also shocked they did not offer any kind of coupon, compensation, or anything at all to make up for the inconvenience and try to keep me as a return customer. (Especially since I was a first-time customer.) Four business days passed, and I called the store to see if the new contacts had arrived. (It seemed like a reasonable amount of time because the first order was sent within two business days and this order was apparently "rushed.") Judy (the manager) answered the phone. She was very rude and dismissive when I asked to check if my contacts had arrived. "Oh you ordered them last week? Well they definitely won't be here." She kept rudely talking over me with a condescending tone, explaining that all orders are rushed and all orders can take up to 2-3 weeks to arrive because of covid-19 shipping delays. I asked if she could check on the shipping status, and she said it was impossible. When she brought up that they had to be re-ordered, she implied that it was my fault. I had to remind her it was the store's fault, not mine. She also made a point to tell me she was the store manager and she could do nothing else for me. I asked for the name and phone number of her boss, and she said they do not release that information. I asked for the customer service number. She told me it's on the paperwork they gave me in the store. I told her I wanted her to tell me what it was, and she again told me it was on the paperwork. I had to say, "You are the store manager and you are not going to tell me what your customer service number is?" She finally put me on hold to look it up and then gave me the number. I called the customer service number at 4:40pm MT, but they only take calls between 8:30am and 5:30pm ET. I will never return to any LensCrafters if this is the type of people they hire to run their stores. I will be going back to visionworks. I don't really care that the contacts are delayed--what makes me mad is the rude and dismissive attitude of the manager and her total lack of professionalism, especially when she knew she was the one that made the screw up that created the situation. read more

I set up an appointment, went and paid for eyeglass and contact. Prescriptions was gonna order glasses, but was denied use of their bathroom, I almost use the bathroom on myself had to walk a far distance just to use the bathroom in the mall I've never been a paying customer ever in denied service to the bathroom, this is unacceptable. read more

My partner and I came here to get lenses for frames she purchased elsewhere. The attendant was polite and helpful and let us know that her frames would be ready no later than the following weekend. Two weeks later, the frames were still not ready. We called and were told that they'd be ready in "about a week". Another two weeks passed, and we called only to find out that because my partner needs a strong prescription, the lenses needed to be sent to an outside lab, and the frames never made it to the lab. We were assured that because of the awful experience we had endured, and the fact that this ordeal made it impossible for us to take advantage of the return window for the frames we had purchased, that LensCrafters would provide the lenses to us free of charge. We were assured that the lenses would be ready in a week. 10 days later, my partner received a call from a LensCrafters team member letting us know that our frames had arrived, and that we could pick them up and receive a refund, and that the lenses would not be provided. We picked the glasses up yesterday. Naturally they didn't know how to process a return on the point of sale system, so we wasted a solid 10 minutes with them while they figured it out. These people wasted our time, lied to us, and did a terrible job of managing our expectations by overpromising and ultimately never delivering. It's especially disgusting that my partner was subjected to this because of her need for a stronger prescription, showing that nobody here gives a damn about accessibility. I'll be reaching out to Luxottica and LensCrafters corporate to let them know that this amateur hour store is a stain on their brands, and will consider filing an ADA complaint depending on the response. EDIT 10/12/21: Go to Warehouse Optics instead. It's an independent shop here in Albuquerque that does it all in house. Excellent service, excellent pricing, excellent turnaround time. My partner got her new frames in about 3 business days. Seriously, forget these clowns. read more

There's a lot of merchandise to choose from. The store was spotless, as well. We were helped quickly. The gentleman who assisted us was pretty snippy, though. He also spoke down to another staff member in front of us and was pretty rude. She was just asking for guidance and he belittled her. :( read more

I had a great experience here. I have never needed glasses before, so naturally, I had a lot of questions for the gal! I had to have been somewhat annoying: what pair costs what, why doesn't one insurance cover this but another does, what's reflective lens coverage & why is it so much if you need it??? LOL ... she was fabulous. Now I get that if you walk-in, you're waiting. They always seem to be super busy when I come in for adjustments, so I walk around the mall and peep in when things are slower. They could stand to have more people on hand, but them being so busy just goes to show they're a topnotch business; so hang in there, wait for someone to get around to you - it's worth it. I'll post a pic of the really pretty, and "somewhat" reasonably priced glasses I purchased in November of 2013. V/r, Casey Burnsed read more

LensCrafters - Love these stylish glasses, & after insurance/prescription, with all the "ammenities" and warranties, I paid around $280.00. - Eyewear & Opticians Near Me - Albuquerque, New Mexico

We drove 50 miles round trip to this store to be informed the optometrist on duty was not taking patients with insurance. When I asked why I was told he did not properly fill out his insurance paperwork and was in the process of getting it straightened out. I asked why they did not contact me I was told a text message was sent. I asked her to send the text again from her computer and standing in front of her nothing came in, I showed her my phone and verified the number on file was correct. I took the afternoon off from work for this appointment and would have expected to receive a call the old fashioned way. I will not be returning to this location again. How can I trust the optometrist with my eyes when he can't fill out required paperwork. If you have an appointment with this location on a Tuesday or Wednesday afternoon and have vision insurance this guy is on duty and will not be able to assist you. Their I did it, how hard was that to notify patients! read more

The staff in the store was very nice and helpful, especially Tonatiuh, who helped me decide which frames I wanted. However, even though the ETA for delivery of the glasses was two weeks (Dec. 1) it has now been three weeks and still no glasses. I feel like I'm getting the run around when told the glasses were ready and delivered to the wrong store a week ago and I still don't have them and when asked if they have a tracking number for the UPS package, they don't. If their lab was too busy to complete glasses in the estimated 2 weeks, I would have been more accepting of the time frame - but in 2023, two weeks for glasses seems too long considering in the 1960's I Waite two weeks for glasses. They have no idea when my glasses will arrive. Considering their owner (Luxottica) has cornered the market on eyewear, you'd think they would do better, but when you have most of the market share, it seems like they really don't care.Mext time, I will go back to Costco for glasses. read more

Fantastic service. Was coming in from California and needed replacement contact lenses. It took a number of calls to Calif LensCrafters but they persevered. Lenses arrived in a couple of days and got a call they had arrived. As I said, fantastic. read more

The doctor is patient, kind, thorough and quick and answering questions. Barbara at the front desk is very great at getting us checked in and pretesting and giving information about insurance. On the glasses side, there are plenty of choices and the techs are helpful with choosing frames and options. It was a great experience. I will be back! read more

The crew here was very helpful and welcoming. Sorry don't remember names because there were 3 of us and we all picked out new glasses and all of us had a different person helping us. At first we thought they didn't have much of a selection but they have a good selection of quality frames; which we have learned through the many years of glasses is very important! Pricing was similar to that of Stanton( which I have had huge problems with!). They were able to process all of our charges for 3 complete glasses all together and they promised the glasses within 7-10 business days. Highly recommend! read more

LensCrafters at Coronado has the worst manager on site. I had gone in the day before and got a quote when I went in with the prescription the manager doubled the price and refused to honor the original price quoted. Manager Sánchez would not assist in any way and told me she had to leave to make a deposit at the bank. Worst customer service. read more

WOW. If you walk-in and there is a mid life crisis lady asking you if she can help just keep on walking! Very rude time and time again I don't know why we get so lucky to get her. Name is Judy Sanchez why even work at a place that you know you have to deal with people?? read more

Couldn't get anyone to help, poor selection and the staff were so rude! I was in shopping and got yelled at for browsing, but wasn't helped. Do note that they do NOT take most insurances. Hadn't been here for glasses after a previous poor experience, this shows I will not return! read more

BEWARE!!!!!! I brought my prescription in to this store in January, 2020. I picked out frames and lenses of which I paid $360 over what my insurance would pay. All total it was about $10 shy of $1000 for my glasses. First, they didn't call me when they were ready. I called around 3 weeks after ordering for them to tell me they had been in. Why no call? I couldn't see anything with these progressive lenses. I went back to my optometrist for my contacts and he looked at the lenses (after I told him I couldn't wear them). He said they look like the midrange is too low. He wrote a new prescription and I went back to the store. I spoke with Theresa, whom I liked, and she said my measurements were 5mm off! I asked her if it was prudent to apply the new prescription with such a difference, and she said yes. I got them back. Again, they were off. The distance was now off and wearing them was giving me vertigo because the bottom of the progressive lenses was so high. I also noticed that the wide angle progressives that I bought, were now narrow. That was at least a hundred dollars up-charge so I didn't get the lenses I paid for. I clarified this with my optometrist. He agreed. I called on March 13th, just before quarantine. A girl answered, told me to come in to the store from the west side and I asked if there was a manager there. She said yes AND HUNG UP! I called back and got Judy. She told me that that girl was also a manager...why didn't she say so. I call BS. She told me that she thought the conversation was over and that is why she hung up. In what reality does someone not ask if you want to speak with the manager if they ask that question? I tried to tell her what was wrong and she proceeded to yell and talk over me. She became belligerent and I hung up and called corporate immediately. I told them I record my calls. I sent both calls to them. The next day I heard from the regional manager who offered me the world and told me to only deal with Theresa. I called the last day before quarantine and spoke with her. I told her I was on my way and got there within 20 minutes to find they had sent her home. The first day they opened after quarantine, they said Judy wasn't back yet and they didn't know when she would be. I NEED MY GLASSES!! I have been given the run around by the website (that they send you to for complaints). The website turns around and sends me back to the store. REALLY? I have all of my correspondence through chat, phone, and email. I am returning the glasses, reporting them to my insurance company and I better get all of my money back or I will file fraudulent charges with my credit card company. BEWARE!!!!!!!!!!!! read more

Seriously don't come here. I am writing this post 1 hour into a eye exam I've been waiting for 50 minutes and still have not got service. I wasn't even a walk in I had an appointment. The doctor seems to be more concerned about everything but patients. The front desk and nurse were fine but 1+ hour is too long for an eye exam especially one where you don't get dialiated. I was going to buy glasses here but after how horrible the appointment has gone I have no want to ever do business with LensCrafters. I should have just gone to pearle vision like usual but I thought they would have done better.. also still waiting... read more

My experience here has been completely horrible! I was charged $135 for the exam and was told a trial pair of contacts would be ordered for me since my prescription changed and I would get a call when the contacts came in. I waited 3 weeks and never heard from anyone. I called the office and the staff was very rude and stated per the Dr's notes my prescription was finalized and I had received my trial pair. I did let the office staff know this was incorrect and was pretty much told I did receive them and that this prescription was finalized so it was mine and to order the contacts on my own. I won't be going back and will get a second opinion with an office who cares about their patients. read more

They are very nice, helpful people UNTIL you have a problem with your purchase. Then they refuse to take responsibility for the products they sell. I expected more from a big chain that has a reputation to live up to. But I was shocked how quickly they shunted me off and wouldn't even discuss the problem I had with their lenses. Never again! read more

Was the worst costumer service experience I have ever seen. This location Manager (Judy Sanchez) charged for another persons bill then did not reverse the charge after she said she would. When glasses were returned under the 100% guarantee was shorted $157.00, while attempting to resolve the issue I was told I would have to wait a hour because she had a phone call that was more important than a costumer, after she decided I was not leaving she started to look at my receipts saw my wife recording the transaction decided she did not like that and had us thrown out of the store. Would never recommend this store to anyone. read more

Went in on a Saturday to get a new pair of glasses. I had checked online to see that they do same day eye exams. When i arrived they greeted me and informed me that they didn't have an optometrist and they weren't able to schedule an appointment until the middle of the work week. Am i supposed to take a day off work to get new glasses? Of all of the days in the week, wouldn't you have an optometrist on a Saturday? They clearly aren't interested in selling glasses. I wont go back. read more

I ordered glasses on 1/14. I thought the appointment went well. I had been sent back there by my eye doctor because I had success with their lenses in the past. When I went to pick up the glasses on 1/28 I found that they were not the progressive bifocal I expected. As soon as I put them on and my eyes caught the line of the bifocal I felt dizzy and nauseous. When I told the woman who was working with me she just kept saying that it would cost me more to send them back to get correct lenses. She also never would tell me how much more it would cost me. Then she told me she wouldn't sent them back to be redone unless I could guarantee the prescription was right. I explained that I couldn't do that because the line in the glasses was making me sick. She asked me to just move them up and down to determine if prescription was right. At that point I asked for a refund, which she happily provided. I tried to call the store on Monday to speak to the store manager. After my request I was put on hold for more than 30 minutes. When the gentleman came on the phone I asked if he was the store manager and he said no. I said I would wait. He told me that she was out of the store for 3 more days. Why couldn't they have told me that before putting me on hold? I sent a complaint to corporate and received an email telling me I had to fill out a different complaint form - which I did. Soon after I received a voicemail from the store -- from the same woman who I had dealt with previously. I had even included her name in the original complaint. I've tried to call the store a few more times but always get put on hold and end up giving up. I'm not angry that the glasses were wrong. I get it. Sometimes things happen. I am angry about the poor customer service and the lack of interest in making this right. No one has tried to contact me again so I assume my business is not important to them. read more

Took going back four times and still didn't get it right , wasted a month and a half. Poor customer service and professionalism. Won't go back read more

Worst LensCrafters!! They take forever to call. In addition, some of the staff are not able to adjust new or old frames. My new frames are crooked. will go to Costco for adjustment. Furthermore, they were going to give me a refund for a payment they owed me but couldn't get it right. I never received the refund so I had to use towards another pair. They are rude, i spent over $2,400 for teenagers and myself: glasses and exams. They would not let my 15 year old girl use their bathroom. Although I had used it on a previous visit. She had to use the disgusting mall bathroom. Very poor customer service. Stay away from the Albuquerque location. Worst on planet. read more

I really should have read all the negative reviews before I went in to Lenscrafters at Coronado Mall. I ordered my new glasses at Lenscrafters on 5/3/21 and was helped by the Assistant Manager Concetta. I have to say Concetta is a pleasure to deal with and I wished she was the one to handle my issues when I returned. On 5/8/21 I received a notice saying my glasses were ready to be picked up. I came in that day and had the frames adjusted since they didn't fit right. Turns out I had to come in 3 more times to have the frames adjusted. The 4th time was on 5/14/21 and the only person in the store was the Store Manager. I explained to her that the frame temples keep riding up about half an inch above the ear and I have to keep pushing them down each time. I advised the Store Manager that this was my fourth time I have had to come in to fix this issue with my frames. Her response was to use my finger and push the temples down. What an ignorant thing to say and she continued to speak to me as if I was an idiot. This Manager took a bad situation and made it worse. A good manager would have first apologized for causing me to have to return 4 times to have a simple adjustment made and then she should have solved the problem once and for all. She has absolutely no idea what customer service is all about and she definitely needs to return for training on how to deal with negative situations with customers. If she hates dealing with customers she should not be in this business. Today, 5/15/21, I decided because of this Manager's attitude I do not wish to deal with Lenscrafters any more and I returned the frames and got back my $477. I will never return back to Lenscrafters or recommend them to anyone. read more

I have patronized the Coronado Mall LensCrafters store for years. The store is well equipped and has very knowledgeable and friendly staff. I have filled several eyeglass prescriptions at this store without any problems. What I like best about this LensCrafters is that if I ever had a problem with my glasses they would fix them promptly while I waited. Replacement screws, frame adjustments, etc. were always done at no cost. I recently broke my eyeglass frames (almost 3 years old) and was the first customer at their door when they opened at 1000 AM. The gentleman that waited on me understood my predicament and was able to locate a replacement frame that would take my lenses. He replaced the lenses in the new frame, made the necessary adjustments and had me out the door in less than 30 minutes. The only reason I did not assign a five (5) star rating is that they still do not have a replacement optometrist on staff. The optometrist they had before was outstanding and I hope that they are able to find someone just as good as she was. I am told that they may have a replacement by next February. Great store, I highly recommend this LensCrafters. read more

Had to have my glasses ordered, they said they would call when they were ready. After a week I called them and the said they were ready (wondering when they were going to call me) went to pick them up and they put in the wrong prescription so have to wait for the new pair to come in. Reading is fundamental; they lack that skill. read more

Awful customer service after purchasing $999 for two pairs of glasses! Asked for a manager to help with a billing issue and was told "it's not a matter of authority, it just can't be fixed." Asked for the phone number to the home office and was told they don't have a phone! Called the Cottonwood location and was told it was an easy fix but had to be done at Coronado location. So frustrated with poor service and unprofessional sales people. read more

Concetta took such good care of me and my broken glasses. As a desperate traveler she had me in new glasses and on my way in about 2 1/2 hrs. Excellent service. read more