Delilah was able to fix my broken glasses immediately and with a smile. She was fantastic and the entire experience was amazing. Thank you! read more

I'm never using LensCrafters in Burlington for replacing lenses again. I had four lenses that needed to be replaced. Two weeks and three return visits later they had lenses finished and broke one of my frames. No apologies just handed me the glasses, "we broke the frames while replacing the lenses". Note: My original sales person was very nice. read more

LensCrafters - LensCrafters broke my glasses - Eyewear & Opticians Near Me - Burlington, Massachusetts

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LensCrafters at Burlington Mall was a quiet experience, did not receive any type of greeting the entire time browsing for eyewear. I believe we were approached by an associate maybe twenty minutes into our browsing, in which we had asked if a pair of glasses came in more sizes and the pair did not. The associate then disappeared & left us after this brief interaction and did not help us find other pairs. I mean, its fine sometimes I prefer shopping without being bothered by associates but customer service does seem to not be that great. Macy's LensCrafters at this mall has much better service, and that location has only one employee working lol. Location is clean and looked pretty new. Had a solid selection. They have a smart shopper mirror kiosk where you can find more glasses options and search through their inventory. read more

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I purchased a pair of glasses approximately one month ago or less at Lenscrafters Burlington mall location as my prior glasses broke - so the sale rep swapped out my lenses and the experience was great at time of purchase. Well less than one month later the frame broke and the piece that goes behind the ear broke. I did not drop the glasses or cause any damage to the glasses that I am aware of. Clearly a defective frame. I contacted the store and the sales rep James was rude and told me to come into the store. I went to the store and the sales rep was extremely rude and less than helpful. The manager denied me a repair of my glasses through the sales rep and did not have the courtesy to come out to see me. I have purchases all my prescription glasses at this location prior and spent quite a bit of money at this location. Based on the service I received today, I will never return to the this store. Do not go to this store. Terrible customer service. read more

Nice clean location. I liked the service from the Macy's lens crafter mini store better. They did have a good selection of all types of brands from designer to budget friendly. LensCrafters is in-network for most eye insurances as well which is why I stopped in. We did get an associate to help check if certain frames i was interested in had a larger size or not, but hadn't been greeted or offered help until then. Normally that's alright, i enjoy shopping alone without being pushed or asked repeatedly anyways haha. The store is well lit, AC blasting and clean. They have a screen on the wall that you could browse inventory and check for color options on their website or store inventory. That was neat. read more

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Tim @ the Burlington LensCrafters location was so helpful in every aspect. He was very knowledgeable and detail-oriented. He listened very carefully. He was very patient in helping us find glasses that we liked. He applied whatever discount codes that are available, and was knowledgeable about what our insurance covered etc. Tim was also really helpful when we went back for adjustments. Tim's knowledge and service alone brought in three new customers! read more

Fast, personable, patient, and as transparent an experience I can imagine given the unnecessary complexity of eye insurance and frame/lenses/contact options. Dr Artinian and team are on time and I flew through the comprehensive eye exam with all my questions answered and all options nicely presented. No dilation in place of $39 Optos Retinal Imaging (few puffs of air to the eye). Tim went through all permutations of frame styles/dimensions and lens options I asked about along with his experienced suggestions and the relevant costs. Look forward to picking up a new pair of glasses and with the $35 insurance can rest assured if these ones break it's only $25-50 to replace for the first year. read more

I bought glasses close to a year ago and the frame broke I forgot but I bought the protection plan now I'm getting a free pair of glasses for 50 bucks the glasses originally were $700 Tim at the Burlington store went out of his way to help me and I really appreciate it read more

Ordered a pair of prescription glasses. Several weeks later I called to find out what happened (no one called me). The lab had rejected the inspection on my glasses multiple times and restarted my order multiple times. I told them I was giving them a week to get my glasses before I was cancelling the order. A week passed. Again no call about the status so I called back and cancelled the order. A few minutes later, they told me they couldn't cancel the order over the phone and that I had to come into the store to cancel the order. The whole experience was a complete waste of my time and money. I won't be returning. read more

On 8/6 I made the mistake of visiting Lens Crafter. That morning I called to see if they took United Health Care insurance and was put on hold while she checked to see if they did, she came back and told me they did. I went in picked out a pair of glasses and told her I was using United Health Care and got no response. The next thing she told me was the total price of $490.00. I said wait I was told that you take UHC and that I was completely covered. her answer was well we really don't take UHC we just give a discount. I promptly walked out after telling her that It was a bait and switch and they clearly lied to me. Again no response. Greg H. read more

First their $500 product does not meet my expectation. Second they become so rude like "I TOLD YOU..." (but they did not), "THE PRESCRIPTIONS ARE DIFFERENT SO THE GLASSES ARE DIFFERENT"(but the prescriptions are exactly same to my other glasses), when you are not satisfied and want to return the order. read more

Just when I thought the customer service was bad in Copley location. The staff there were rude and did not want to help. The only good thing about this location was easy parking and more frame selections. No thanks! read more

I had my glasses adjusted here... the staff member Delilah was super friendly tightened and adjusted my glasses quickly with thoughtful as well as kind demeanor! The other reviews seem inaccurate relative to my experience. Thanks Lenscrafter! read more

Over the years, my family and I have had good experiences with the Burlington Lenscrafters. It had been a while since using them and I needed computer glasses. First, I was specific with my request: I need single-vision computer glasses. The staff person did not listen, saying progressive lenses, right? I asked what the standard distance for computer and reading glasses was, and the staff person did not know the answer. One employee asked another employee that question, and then they both talked to me at the same time, saying that the focal point needed to be discussed with my eye doctor. Then they quickly suggested that I change eye doctors and that Lenscrafter has one on-site. These folks appeared to be untrained, as I have had the focal distance calculated at this very outlet before. They are very poor listeners. read more

I went in looking for specialty glasses (for Macular Degeneration). Kevin spent lots of time with me trying to find the right eyeglasses for my needs. Another customer service gentleman joined in, again spending time patiently perusing the merchandise. 5 Stars for the Lenscrafters at Burlington Mall! read more

Customer service rhymes with "itchy". Typical mall rat turned employee that would be working the food court, was dismissive about a problem with a prescription. Took 3 employees to come up with an excuse that didn't make any sense and contradicted common sense and an eye dr. read more

Walked in, had no appt and Mary fixed my sunglasses. She treated my sunglasses with such care. Thank you Mary!

Poor optometrist practices at this LensCrafters - Burlington Optometric Associates. I made an appointment 2 weeks back, telling them what insurance i had. when I arrived for the appointment today I was told I had to have a mandatory, non insurance covered eye scan. I refused as retired and on limited budget and was told to bad we will cancel your appointment then. No other optometrist I have ever contacted (prior or since) tried to pull this deception. when asked why they told me at the actual appointment and not 2 weeks ago when I made it, they said they did not know this then. That is an outright untruth as I had to give insurance info at time of appointment. I consider this office business practice to be deceptive at best. warning all to be careful of this place in Burlington Mall at LensCrafters, get your eye exam elsewhere and use these guys only for glasses. they get one star for a least telling me at the appointment itself. Otherwise they would get zero. read more

Had a very positive experience here. Staff were very helpful and efficient. They wanted to make sure I was pleased with the glasses I bought. They answered all of my questions. Highly recommend this burlington location. read more

Very unpleasant experience. The salesperson/manager was ill tempered and rude. After purchasing glasses that were poorly adjusted and did not fit properly, they refused to take ownership for the adjustment flaw and replace the glasses! No customer service at all . They do not stand behind their products. They cannot even adjust a pair of glasses properly. Buyer beware. This store just cares about making a sale, not retaining a customer. They just lost me as a customer AND the four other members of my family. read more

I'm always skeptical of these types of eye groups - ones not at standalone practices. Gave this one a try since it's near my office. Two stars because the front desk staff is nice. The actual doctor rushed me in and out -- I was looking through the lense machine I couldn't see half of the letters because it wasn't even with mirror and her hair was in the way, then she flashed light in my eyes with the new contacts and immediately had me try to read letters but I couldn't because I was still seeing spots from the bright light in my eyes (I mentioned that and she didn't care), and she didn't have an even number of trial contact lenses (same amount for both eyes), and the kicker is that at the end there was confusion on my medical insurance. So I called the insurance company to better understand, and during that time I saw the doctor speaking poorly about me to the front desk staff. Terrible attitude. Actually rolled her eyes at me. Talk about unprofessional. If you want a quick and subpar eye exam, go here, but don't expect to be treated nice. read more

So one LensCrafters lied to me about my benefits, and then this one in Burlington tried to defraud me of my benefits. I was there on Saturday I was going to get a pair of eyeglasses but it was too expensive. So I went and bought glasses elsewhere out-of-network. I log on to my insurance to submit the claim and lo and behold, LensCrafters sent in a claim for lenses and frames against my insurance. I do believe that is called fraud. Luckily, my insurance sided with me. This may be the second strike for LensCrafters as a whole but in my mind it's strike three read more

I went in and choose a pair of frames in about 10 minutes. The initial person who helped me was great. Then I was told to wait for a technician for a fitting. They had only one person doing this although there were 3 people (at least) working the store. AFTER I chose my frames, a blond woman came in and got a big hug from the only technician there. Then the technician helped her first (although I was next) and was so busy chatting her up that I left in disgust 25 mins. later, still waiting as he continued to flirt. The other two employees just stood there talking to each other. Customer service: NONEXISTENT! read more

Stopped by here to purchases a couple of pairs of glasses. Wanted to use my vision benefits but found out they were out of network. Since I was already there I decided to purchase my glasses from them anyways. I ended up getting two pairs. The person who helped me was friendly, she made small talk with me. Next day my glasses were ready and luckily when I went to pick them up there was only one other customer so I pretty much in and out. read more

Went in to get bent frames readjusted. Initial service rep blurted out "have you tried Sunglasses Hut? They carry that brand." (My inner voice...Um... they sent me your way. I bought the glasses there & You are both owned by the same parent company (Luxottica). Fortunately his peer/manger shot him a stink-eye & quickly offered someone would be right over to help. They offered help that fixed the problem- but not with quite as much care as years past (pliers only, no heating). As a recurring customer across Luxottica brands; gotta wonder why they don't work better together? read more

I have been a patient here for a couple years. Last year I purchased a years worth of contacts and a new set of glasses. They tried to force me to do the optimap which is an optional service that insurance doesn't cover and I refused. They gave me a hard time but continued my exam. Yesterday I go back for my annual exam and they told me I had to perform the service due to covid. Looking at my optic nerve has nothing to do with covid, it's an excuse to make more money. They literally would not perform an eye exam with out me paying for this optional service so I walked out. I called the LensCrafters in stoneham and they perform this test as an option so I will take my business elsewhere. It's pretty crazy that they would rather lose a patient, then to not collect 40$ for a optional test. read more

So, I just got off the phone with a customer service associate. After putting me on a 5 minute hold, they proceed with our call without apologizing or even thanking me for holding, jumping right in to what I want/need in annoyance from their tone. They were unprofessional and rude enough to just hang up on me after giving my requested information. A question as simple as if my warranty was still valid. I couldn't see where the aggravation could be, I wasn't calling to complain, or waste your time or even mine. To my understanding, being a customer service associate, you are required to assist customers on a daily basis. To even assist with the most ridiculous questions/request. Hence, the customer service associates title. I'd probably be okay with just a fast bye. Our call ended with, "yup," and a click. I'm not sure who that customer service associate was trained by, but that is no way to serve your customers. read more

If only "EYE" can give this place 0 stars then I would, but yelp clearly doesn't allow that option to do so. The other day my bf and I walked in the store, the associates made eye contact with us, but didn't acknowledge us so we just brushed it off and gave them the benefit of the doubt. After browsing around the store we decided to sit down and waited for a good hour in a half so at that point it was just getting ridiculous. Mind you, there were two other customers that walked in wayyy after us and were greeted and taken care of right away (unacceptable!) There was an employee who saw our frustration, but didn't care and was super rude to us. His tone of voice, body language, mannerisms and everything was just so negative. His name is Ellison? He didn't give a clear explanation about anything like the promotions and deals that they were having. If you're reading this, I hope you learn how to treat your customers the next time you want to be rude to your customers again and if you're not happy with your JOB then I suggest you do something about it. I hope you "see that" through your glasses. However, we decided to try Lens Crafters inside Macy and the experience was so much better. Shannon was such a sweet heart, she acknowledge us and made sure we were taken care of so we ended up purchasing through them and glad we did. See Ellison? Was that hard to give good customer service? read more

Had a really great experience at LensCrafters in Burlington. I took my daughter here for lenses after ordering her frames online on the LensCrafters website. They gave me 50% off her lenses and I saved over $200.00 on the total price of the glasses. Everyone that works here was super nice and very helpful. Especially Katrina. My daughter's glasses were done ahead of time and she couldn't be happier with them. Top notch service at this location!! read more

I recently needed to get my glasses replaced due to ..... *cough cough*...my puppy chewed on the ends of my Chanel glasses....GREAT! But I have the one year protection plan, so I could basically take my glasses off in LensCrafters, smash them against the wall, and they'd have to replace them :). In hindsight I was really glad I opted for that, now I don't need to shell out another $400 bucks for glasses... The downside: So they didn't have my frames in stock, that's ok they can order them, and they said that since they weren't in stock I could have the option to get a totally different pair. I opted to stick with the same frames, but chose the other color option available to mix it up a bit. They ordered them, two weeks later I go to pick them up, wrong color, it was still "my frame," but not the right shade...no biggie I'll continue to wear my glasses with pink vet wrap around the ends to prevent the metal from jabbing me repeatedly in the ear.... Ordered again...again the wrong shade came in... I was like F*CK it! I'll just pick out a new set right now (side note: the girl that helped me/ordered them for me really did select the right shade, but it was the manufacturers/shippers fault, she was very polite and super friendly and apologetic). I choose a frame and they say they can make them up in an hour or so. I come back after about 45 minutes to wait for them. This jackass comes out from the back and just hands me my glasses and is like "here." He was so short and rude with his tone. I just said thank you, and he was like "you wanna case?" Ummmm they're fucking Chanel's yeah I'd like a case for them especially since you people f*cked up. So he comes back with a little bamboo looking case that didn't even fit the glasses and walked away...what a dick. I will NEVER give that particular location my business ever again. Not just due to the mix-ups, but the blatant rudeness I was met with after THEY made the mistakes. I don't care if the shipper sent the wrong pair, be polite about the whole situation. Thank goodness I happened to have an old case at my house. read more

Lenscrafters in the Burlington Mall. Terrible service and lousy attitude. I went in to have my frames adjusted and the optician acted like he was doing me a favor. He didn't use the right tools and he didn't readjust the frames to fit my face and align to my eyes. He straightened them out to the factory spec. Will never go there again. read more

Lots of bad reviews here. I've been here twice, once to get eyes checked and picked out glasses and once again to pick up glasses. I actually went to the mall to do something else, but I figured my glasses were all banged up might as well look to see what's available. It was pretty busy, but I was greeted within a minute of walking into the store. The young lady that assisted me was with someone, but she asked me what I was looking for, and pointed me to the types of frames I was interested in. This saved me time looking around wondering if anyone noticed I was here. So after she was done, she came over and helped me picked out frames that met my criteria. But then I had to get my eyes checked since I haven't had them checked in over 2 years. I was able to get an eye exam at the same time because someone just cancelled their appointment, lucky me! So after the exam, I went to look at frames again. I picked out the ones I wanted, and had them ordered. While that was going on, they actually cleaned and fixed my current glasses! I was given a turn around time of 2 weeks. One week later they were ready. I went in and was immediately greeted by the same young lady. Grabbed my glasses, check checked to make sure they're levelled, and I can see things as expected. 30 seconds later, done! I would go here again as everything went very smoothly, and I felt taken care of. read more

This is a decently sized Lenscrafters. When I broke my other glasses (doh!) I went in here and asked to be directed to the cheapest section of frames. The lady let me over to a wall of Anne Klein frames, pulled one set off the shelf and said, "Try these on." They fit perfectly and gave me the sexy librarian look that turns my hubby on. I tried on every other pair of glasses in that price range, but nothing looked quite as good. I was impressed that she chose the right ones at the beginning. Anyway, I placed my order and picked up the glasses the next day. Got an awesome glasses case and a nice microfiber cleaning cloth. No problems with the glasses whatsoever. read more

I came in today needing some nose pads replaced on my glasses as my son had ripped one of them off. I was greeted by a lovely young lady who immediately took my glasses to the back and replaced them within two minutes. I have never been a lens crafters customer but I was in the mall so I figured it was worth a shot. I fully expected to pay but was told it was free but if I wanted to donate some to a fund for children who can't afford glasses I could do so. I thought this was wonderful and lens crafters went above and beyond to not only help me, but help a child in need. Bravo. read more

If you go here when it's not busy, it's not a bad experience. The guy that helped me today was both knowledgeable and friendly. I feel better about patronizing this place if they can provide a better experience than what I've seen in the past. I guess the bottom line is that it only happens once every two years, so it's not that hard to deal with their system... but it's much better if it's not busy. read more

I ordered a pair of Burberry glasses here on December 30th 2010. I just received them on Sunday January 16th. Originally when I ordered them I was told they would have to be special order them due to the fact that they are partially rimless. I didn't mind that and the sales associate was funny and inviting. She explained I should have them 7 to 10 days later and they would call me. I called them 10 days later as I hadn't heard back from them and whomever answered the phone basically mocked me and said they would call me. Basically, the "don't call us we'll call you" run around. Spend $400 and pay up front and they could care less. On Sunday, which was almost 3 weeks later I called them to ask if they were in and if not when I should expect them. The person on the other line asked for my number 3 times (no I'm not kidding) she put me on hold, and when she came back on she asked for my number again (by then I was getting really aggravated) and she said "we tried calling you twice to let you know they were in, are you sure this is your number". I was shocked and amazed. I never get phone calls and I have voicemail. So why didn't anyone leave a message? I get phone calls from CVS telling me they need some more information to fill a prescription but nothing from Lenscrafters. What a joke! And I save all my calls, never once did I receive a phone call from them. I love my glasses, but save the headache and go to your local boutique. You receive better service and support small businesses. Wish I did that instead of going here! read more

Re: My previous review. This is in response to the note from Mathew W., Business Owner: I submitted an online complaint at the Customer Service web page as per the advice. They claim to reply within 2-3 business days. I didn't receive any response for 2-3 WEEKS!! I tried to call them several times in between and waited on the line for more than 40 mins at a time. Finally, one fine day I managed to speak to a customer service rep. He was as useless as the rest of the LensCrafters staff. He said they can't help me, I must settle the matter with the shop. So, I'm back to where I started. This is the worst experience I've ever had. My patience is at its end. This LensCrafters business sucks!!!!!! read more

LensCrafters in Burlington, Ma have sales staff that truly listen and assist you to find exactly what you want. They go the extra mile. After looking for years and buying glasses at Visionworks twice, I still did not have what I needed for playing sports and for boating. These two sales people at LensCrafters really worked hard to provide me with what a I was looking for. I would not go any place else. read more

I am so disappointed with this store. Their prices are extremely high and their service is poor. I spent a great deal on a pair of glasses. The lens popped out. I came to the store to get it rethreaded. They say no one in the store knew how to do that! Store manager or district manager: how can you justify charging high prices and not being able to do very simple repairs??? I need to find a better place. read more

The store was clean and well-staffed, but the quality of their customer service and frame selection was underwhelming. I was greeted immediately and my prescription was reviewed by the salesperson, then I was handed a box to go off and collect frames. Upon settling on the only two that I liked, they told me that based upon my prescription, I could not purchase either pair--it would have been more helpful if they had provided this information up-front and steered me clear of what I couldn't have before I became attached. The staff seemed to be more interested in socializing with one another and announcing sale offers than providing meaningful customer service. read more