I had an eye exam scheduled for 11:20 a.m. and arrived at the store at 11:32 a.m. due to traffic--slightly late, but for reasons beyond my control. My parking receipt (timestamped 11:28 a.m.) confirms that I parked just around the corner, and since ParkChicago allows a two-minute grace period before billing starts, I was effectively there at 11:30 a.m. I waited about two minutes before being assisted by a staff member. I was informed that there's a 10-minute grace period for late arrivals, and I was told I was two minutes past that. Despite being just slightly over, my appointment was not honored. The staff offered to let me wait until the next available appointment at 12:20 p.m.--a full hour later. I found this extremely disappointing. It's remarkable that LensCrafters can afford to lose approximately $1,000 in potential business (exam and glasses) over a two-minute delay, yet expects customers to wait an additional 60 minutes. That imbalance in how time is valued feels unreasonable and unfair. I'll be taking my business elsewhere--likely to an independent optometrist who values my time, business, and loyalty. read more

If I could leave zero stars, I would. On one of the coldest days of the year, I arrived ten minutes late to my appointment after calling ahead to notify the office. I was told there was nothing they could do due to a strict five-minute grace period. Despite not receiving care, I was still charged a late fee. This was awful customer service. It is almost as if their business model forgets that eye care and corrective lenses are healthcare, not a convenience retail service. I will not be returning to this location read more

We visited this store to inquire about a broken frame and our sales associate was Amandi(sp?). From the onset, Amandi was unprofessional and cross. My family was looking at frames and I was sitting in a chair. I heard a conversation behind me and when I turned around I saw Amandi and two other associates talking as they looked at my family. Amandi while still looking at my family began to shake his head side to side in disgust. I was appalled by what I witnessed and asked Amandi if I missed something. He replied that they were talking about some training they completed. I asked why he shook his head in disgust while looking at my family and he said it was a personal conversation. The lack of empathy and his demeanor was gross. We decided to visit another store at 908 N State and had an excellent experience. Will not visit this store again! read more

DO Not use that store !!!! After I did my eye exam, I called them 5 different times in order to receive a copy . Every time I called u received different excuses but never received what I paid for . There are many better providers to use . read more

I didn't even get my glasses here and April happily and speedily helped me adjust my glasses frame which were bent out of shape. Will most probably be going to LensCrafters from here on out instead of my previous place. read more

I am a returning customer. When I went back this year for my exam I showed up and was told my appointment had been canceled in favor of someone else coming in. They tried to gaslight me saying I never made the appointment but I checked and I did make it. It was embarrassing, I rushed out after work and when I got there they simply told me I had no appointment and stared at me and then reluctantly told me they could make another appointment but I will not be going back. They never even apologized. Very embarrassing experience I will not be going back ever. read more

Fixed my Ray Ban sunglasses when I lost my screw. No questions asked. Great, fast service.

Chuck, the store manager was excellent. He helped me select my new glasses in a timely way. He was both very professional and personable. I will pick up my new glasses in two weeks. Hopefully I will again have a good experience when I do so. read more

Terrible customer service. I ordered glasses for a trip and the day I was supposed to pick them up they changed to order to backorder, which meant no glasses for the trip. I still want the glasses, but the customer service in the store is awful. I was told several times we will text you or email you and nothing, but I show up at the store and they pull all my info with that info. Terrible experience. Go two doors down for quality glasses and great customer service read more

Quality customer service at the Southport location is severely lacking among some of the associates. My memorable experience manifested in attempting to schedule an appointment. In a nutshell, I was provided incorrect information during an initial call to the store -by one of their associates. When I called back to schedule a specific appointment, another associate told me that it was too late to do so. No apology, no accountability, no resolve - just a poor attitude that I was provided the wrong information by their own staff. Is this a place of business or high school? I suggest some serious customer service training and professional overhaul at the Southport location. read more

Doctor was great, BUT support staff are unbelievably incompetent and unhelpful. I watched them standing around and laughing at TikToks while I was trying to check out with no help. Advice to management would be to clean house and start over. read more

I've got my last 3 sets of glasses and contacts here. This place is the best. The workers are so friendly, fixed my bent glasses for free.

I went in looking for help for fixing my glasses and they did so quickly and no charge! they were very cordial and nice and made me feel like my issue was the in Lu one they were interested in solving! great customer service and looking forward to giving this place my business when I need eye wear and care! Awesome experience in their store ! read more

Day 16 and still no word of my glasses. I'm pretty sure they were happy to accept my $250.00. Never again LensCrafters

Absolutely amazing appointment with Dr. Anh D. Vu. So caring and so kind while also very professional! You can really feel that she cares about you as a person and not just a patient on her list. She was so thorough with her exam and explained everything so I understood next steps. The front desk team were also great and I got out within 30 minutes! read more

helped me fix my sunglasses! they were very nice! it was free and they made me feel welcomed

Came in intent on buying one pair of glasses, possibly two, with prescription in hand. Well, two different sales people asked if I needed help, then proceeded to walk away once I told them what I wanted. Very odd vibe. So after I looked and picked out three possible frames (and stood there for 5 minutes, as they aimlessly chatted with other customers, seemingly oblivious to my presence), one of the saleswomen came back and asked what she could do for me (even though I had already told her). I said I wanted to be helped, and she said "Well, there's only two of us," further letting me know how far down I was in the level of importance there. I said, "Well, it seems like you don't want to wait on me, and I'm the only black person in the store." She muttered that "she was a minority, too"(?), but then proceeded to scurry off to wait on the white people who came in after me. Now maybe all that was a weird coincidence. But regardless of the reason, it was at the very least some pretty epically rude, poor customer service. I mean, could I get just an "I'll be with you in a moment?" Anything to let the customer know that she or he matters. Do yourself a favor--do NOT patronize any place that doesn't value a potential customer--for whatever the reason. There's plenty of other places you can go. Especially considering they are a dying franchise anyway. read more

Absolutely horrible customer service. Specifically the manger of this store. Go anywhere else. If this location is convenient for you, there's a warby Parker next door that's so much better read more

The O.D. at this location (Nazanin Rastegar) is very nice and helpful. The employees are lethargic and inept. They let the employees do the first part of the exam where they measure your eyes for Sphere, Cylinder, and Axis, and the guy who did it said he'd hardly ever done it before and didn't know what he was doing. The dimensions he gave me were so far off from my last prescription (a year prior) that I could not believe for a second it was anywhere close to what was accurate. He also told me one of my eyes didn't need a prescription (despite multiple optometrists over several years telling me otherwise). Had I committed to what they had recommended, I'd be sitting on top of a brand new pair of $160 MINIMUM priced glasses that do not work one little bit. If you'd like to receive fake prescriptions from a 25 year old dressed like Andy Warhol with the fakest personality, this is the place for you. read more

:( My wife ordered contacts from here and they messed it up. Instead of a nice quiet evening at home, I had to hear about the horrific customer service she had from the store. Fortunately there are other local small businesses to support instead of LensCrafters. I'm sad that LensCrafters made my wife sad. Long story short, if you want a happy home, don't choose LensCrafters. read more

Lost the pin attachment on my sunglasses and went in to see if they could repair it. Met Dwayne, who took them, fixed them in front of me before I could even take a seat. He then cleaned them up, handed them back to me with a "no charge". Good as new. Was out in less than 5 minutes on a Saturday morning, no less. Great experience, friendly service. I recommend this place. read more

The worst customer service out there! They're so bad, I don't even want to get into details. From not provided by receipt after purchase - a huge no-no in IL - to the rude tone in every store associates voice... This place is ruining LensCrafters reputation. Just take your money somewhere else. read more

Worst service, charged incorrectly & my prescription was not accurate. I've worn glasses since a child (now 29) and I do not recommend this place at all. Only gave 1 star because I couldn't post with 0. read more

Service at the Southport LenseCrafters is friendly, timely and very professional. I had glasses that needed adjusting and Chuck did a great job of perfecting the fit even though I did not get this pair of glasses at LensCrafters. Besides adjusting the pair of glasses I brought in, he fixed a loose screw and cleaned the pair that I was wearing. I will be getting my next pair of glasses here. read more

If you pay in cash here, count your change. The cashier/clerk/agent/whomever did not display a terribly good conceptualization of lower-level mathematics skills. read more

I absolutely love the store. I say that because the employees are so polite, friendly and helpful all the time. I went in this afternoon with a pair of glasses that accidentally went through the washing machine. Nick fixed them in seconds after I thought they were destroyed forever. read more

I first want to compliment the workers in the store who have always been friendly and helpful when I interact with them. They are always easy to have conversations with and willing to help with insurance questions, get you set up with anything you need (glasses fittings, adjustments, paperwork, etc) and move processes right along. Unfortunately, when I went in for my annual check-up/to get an updated contact lens prescription, I was disappointed in the interaction I had with the doctor there. I made an insignificant comment about the dilation drops stinging more than I remembered, more for conversation's sake than anything else. He said I should have opted to use their new machine instead, which takes a reading and doesn't utilize the dilation drops, from what I remember. I said that the price difference wasn't worth the short amount of stinging the drops did, to which he replied that it was only about a $10 difference. (For reference, the tech that saw me before the doc came in informed me that the drops were $15 and the machine was about $40, with insurance.) This is either an example of a vastly misinformed doctor who cannot do math, or I was told incorrect pricing for that specific test. I came back to him saying it was a little more than $10, and he continued to argue that the price difference really wasn't "all that much." Sorry, but the stinging doesn't bother me enough to justify me spending (more than) double on an eye test. In the grand scheme of things, $40 isn't that much, but if I can save $25 and don't mind the drops, I'm going to go with that. I was not a fan of him pushing the other test on me from a financial angle, especially since my comment about the drops was purely conversational. For the rest of the appointment, the doctor assumed that because I didn't pay an extra $25 for a test, I was cost-sensitive and needed to be careful about how much money I spent on my eyes. He made too many references to my "cost-sensitivity" when discussing new contact brands and the pros/cons of Lasik. This normally wouldn't bother me (I actually would usually appreciate it), but his presentation of solutions was assumptive and almost condescending. Every opportunity he had to work in the "fact" that I was "being careful about where I spend my money," he made it happen. The whole interaction with this doctor was a big disappointment. As I said before, the workers at the front of the store are wonderful and always very friendly and helpful. However, if you're looking for an eye exam with a doctor, I'd recommend finding a different spot. read more

Horrible. Not going back. Doctor went against my wishes trying to fit me in a different contact product than I already had and then proceeded to mess up my prescription paper twice delaying the ordering of my contacts for days now. When I called on a Thursday, I was told I can't get anything fixed when that Doctor is in on Tuesday again. Ridiculous. read more

They said my insurance was good. Got there and they only told me that my free exam that my insurance pays for they told me that they would not cover it. If I did not ask this, I would have been chargedas they were letting me do the test etc. Very unprofessional and the receptionst on the morning of 11/23 was very rude when I called and said I was 2 minutes running late. She actually hung up on me. I got there, told the woman (I am sure it was her and the guy behind counter that did my partial exam that someone hung up on me. they said nobody has been on the phone. Liars and unbelievable. read more

Possibly the worst experience I have ever had going to get an eye exam and new eyeglasses. The doctor was incredibly inpatient and condescending. She refused to answer any of my very simple questions. I have honestly never felt more uncomfortable than I did at this location. I will be returning everything I bought and take my business elsewhere. Save your money and go literally anywhere else. read more

Horrible customer service. Wouldn't fill a prescription for my mother who developed dementia during Covid, so she had a prescription that was 2 days over 1 year old. Called the Bryan Mawr location and had no problem. How person to do say no. read more

They'd get 3-4 stars, but the follow up wasn't what I expected. I spent $700 on glasses and never got a call. I emailed and never got a response. When I did call, they claimed they called me. I tried to explain to the rep, but she said, "We called." She then hung up. I was shocked. I've been waiting almost a month. Not cool. read more

The girl on the phone today hung up on me twice while I was just trying to schedule an eye exam. I am more than happy to spend my money elsewhere. If you don't like talking to people you shouldn't be in customer service. read more

WOW!!! I had the best experience ever!! Not sure who the negative reviewers had to deal with but my little helpers were FABULOUS!!! Ernesto and Mia took care of me, got my ordered placed in a flash explained everything and offered to clean and adjust my sunglasses while I waited!!! Very professional, highly recommend. Ignore the other silly reviews!! read more

The whole staff was fantastic! The Doctor is particularly good at what he does - he found a budding eye health issue that other optometrists had never found and, very important for me, gave me an option to play sports without bifocals so I can see far and close (important for keeping an eye on the ball and the eyes adjusting quickly). The team was very helpful in finding my best deal with my insurance and glasses that are attractive on me. Couldn't be happier! read more

Today I went into Lens Crafters and received excellent service from the whole staff. The Dr. Was extremely professional and answered all my questions. His staff did a superb job with ordering my new frames and also teaching me how to put contacts in. If you're a first timer at using contacts I highly recommend this location. I will continue to come back to this location anytime I need eye care. read more

Disregard all terrible reviews! Staff was great. Good experience! Jacky helped me find exactly what I wanted while giving me time to think for myself! Easy and fast process! Will always come looking for her. Five stars! read more

If I could give them 0 stars, I would. Unfortunately my experience with LensCrafters on Southport was extremely disappointing. I ordered and paid for a year supply of contacts from them and was told that I would be receiving them 2-3 business days later. On the 5th business day, with no sign of my contacts, no call from the store and no tracking number to go by, I decided to give them a call. The salesperson, Jackie, informed that they had been marked "undeliverable" by USPS (after 15 minutes on hold), and that she did not have a trial pair that I could have while I waited for them to be reordered and delivered to the store. (Store policy is that they they could no longer be delivered to my home address after being marked "undeliverable". As a side note, this is very strange because I had packages delivered to my house every day this week... hmm...) I have to wait an additional 5 days for them to be available for pickup. I asked her if there was any expedited shipping that I could pay for, and because she didn't know the answer, I waited an additional 10 minutes on hold to be told, no there is not. Apparently, it is not store policy to give their customers tracking or to follow up when the order that you paid for doesn't arrive and was marked "undeliverable" for reasons unknown. Jackie's manager was no better. No apologies for my being inconvenienced and having to go out of my way to the store and pick up my order, no way she could expedite the order and have it delivered next day, and she would not rectify the situation with a credit because it was USPS's "fault". In 20 years of wearing glasses, I've never had such poor service. A shame because the store itself is lovely. Would not recommend at all. read more

This is NOT a kid friendly place. The eye doctor literally made my 6 year old cry. He told her to stop touching stuff and sit still in the most curt tone. Even after I told him not to do the eye drop test (as my daughter was now scared of the doctor) he tried to do it any way. After saying that my daughter didn't have anything wrong with her eyes (keep in mind this is where we got the original glasses last year) he still wrote a prescription for new glasses. We literally walked out and of course they still charged me. This doctor is beyond rude and shouldn't be working with children. STAY AWAY from here. read more

To get my prescription after my exam has been like pulling teeth. Worst service by the staff and manager ever. I called the store twice the past couple weeks and reached a voicemail during business hours. I never got a call back. I am out of state at the moment so I needed to fill my prescription and have it faxed to a nearby optometrist. I called back this week and after getting hung up on twice by a very fake sounding person named George, they sent out the wrong prescription after taking hours. When I called back, George, the guy I talked to previously was super rude, completely unprofessional, and said he had to follow protocols and was the reason he could not send the right prescription. Apparently they never authorized and of my paperwork and had also misplaced it. He became very rude and unprofessional when I asked him why he hung up on me twice beforehand. He began arguing with me to the point I was really surprised this person could ever be a manager much less why he was even answering phone calls. I would never recommend ever going here for service whatsoever. read more