Very disappointed with the service at LensCrafters in Otay Ranch Mall. My husband purchased a pair of smart glasses that turned out to be defective from the start. When we returned to the store, instead of taking responsibility, they tried to make us use the insurance we purchased--with a $125 deductible--even though this was clearly a manufacturer defect. They then sent us all the way to Oakley in Fashion Valley to handle the issue ourselves. After driving there, Oakley told us that LensCrafters should have handled the exchange in the first place. Only after Oakley contacted them did LensCrafters agree to replace the frames. When we went back, they said the frames were out of stock and would take 10 days. It's now been over 12 days, and they still have no idea when they'll arrive. Poor customer service, lack of accountability, and a very frustrating experience overall. I wouldn't recommend this location. read more

I have been coming to this location for 9 years, and I have always had a great experience. Isaac, the store manager, is always available to answer any questions if any staff member is unable to. I am beyond satisfied to say that everyone at this store goes above and beyond to make my life easier. Excellent training for your staff, Isaac. They are caring, concerned, and receptive to my needs. I get my annual eye exam here and my prescription glasses. Isaac never disappoints. He has excellent customer service skills, is helpful and friendly, and genuinely cares. He has accommodated me on various occasions. He definitely wants to assist and make every customer's experience great. Lauryn helped me decide between a few frames that I wasn't sure about. She gave me her honest opinion on my new glasses and advised me on various options I could add before I made my final purchase. I want to make it known that Isaac and Lauryn were the best at this Otay Ranch mall location. Thank you for the fantastic experience for management and staff. Once again, thank you for all your help. read more

I just want to send a big thank you to the whole group at the otay Ranch Town Center, LensCrafters had an eye appointment today. The doctor was great. The staff is fantastic. went out of the way to help me fix my glasses. I can see better thank you again so if you're looking for a spot to get your eyes checked and get new glasses go there they'll take care of you. That Sunday crew is the best. Thanks again. read more

If I'm taking the time out of my day to write a review, you know it's legit. If you guys want to have an amazing experience, reach out to Mario! Every time I visit the store, he is beyond kind and very helpful!!! Definitely has always made my experience great at this location! I always appreciate his assistance and he is always the best!!! read more

My family of four has been visiting this LensCrafters at Otay Ranch Town Center for the past three years. We chose this store because it's a Plus Provider. However, this year was a terrible experience. First, they informed us that we couldn't have our entire family's eye exams on the same day. They insisted we split into two separate appointments on different days even though they had available appointments online. Next, they told us that the eye exam covered by our insurance, which we've never had to pay for before, wasn't available at this location. Instead, they charged us $39 each for a comprehensive exam. I explained that we've never had to pay out of pocket for an eye exam, and the representative claimed that the doctor only offers comprehensive exams and not the standard ones. When I asked to cancel my appointment, he threatened to charge me a $50 cancellation fee. To make matters worse, my son couldn't even get an eye exam because his benefits weren't ready for him to use. The representative said that since he wasn't yet eligible for the lens benefit, they wouldn't be able to do his eye exam, even though he did qualify. As a Plus Provider, I expected a more professional experience and not these shady business practices. This is the first time we've encountered such unethical behavior at this location, and it's our third year going there. I'm going to talk to my vision benefit provider, EyeMed, about this incident and share my experience with friends and family. I'll also leave reviews on social media and review sites about what happened to our family. I'm very disappointed. read more

I have been going here for the past few years for my eye exams and everything is usually great. This time i made an appointment online someone called and told me i would have to pay an extra 39$ for retinal eye exam, that it is mandatory for their doctor can't opt out of it or get dilated instead. Called a different lens crafters location and they are not requiring that, they unfortunately lost a customer. Not sure how you can force someone to get an exam that you have to pay extra for not covered by insurance, especially if you can normally have your eyes dilated instead. read more

I went today and was helped by Mario he was great. He was so nice and very helpful with everything. Mario is the best :)!

My eyeglasses got chewed on by my sister's pup and the nose pads came off. Thanks to LensCrafters for replacing my eyeglasses' nose pads for free and they even fit better. My wait time was only an hour and had time to do some shopping. Although they didn't have any temple tip replacement piece available, they were kind enough to look it up online for me. read more

Appreciate how efficient this office is. Also many thanks to Mario for his patience in helping me find glasses.

I called to set up an eye exam and order contacts, but the call didn't go very smoothly. After explaining what I needed, I was placed on hold and ended up waiting a little over 15 minutes. Not a big deal, it happens, but when the call picked back up, the staff member (Alex) was in the middle of another conversation and didn't realize I was still on the line. Once she noticed, I re-introduced myself and let her know I had been waiting. She had completely forgotten about me and what I was calling for, so I explained everything again. It's not the end of the world, but things like this make simple processes harder than expected. It shouldn't take 30 mins to schedule an eye exam. Just hoping the phone experience improves a bit. read more

Sunday morning. Went in for a quick repair. Not even 10 mins and I was out the door. Quick service Will be coming back. In October for a new pair Thanks to Alex I believe that's her read more

Doctor's staff is uncoordinated and unprofessional to say the least. I waited 3 weeks for my prescription to be finalized, what's worse is they said it had been and attempted to sell me on their contacts only to find out they never actually finalized it. I was awaiting a return call from Isaac to address my displeasure and it never came. I called him and he came up with the excuse that my doctor was on vacation (when I was told she couldn't do my follow up anyways). Additionally Isaac said my complaints were directed at lenscrafters, not their staff, shifting blame. Only when I threatened to report them to the BBB and state board did he hurry to email my prescription to me and attempted no reconciliation of my time. I saw the low rating and thought, how bad could it be? It's bad. Don't go here. read more

Making appointments online for myself and my husband for a Saturday at 3:40 and 4:00 pm a week in advance. The friday right before our appointments we got a confirmation for 7:40pm without any phone calls from the office asking if it is ok to move the time, so I called the office to confirm our appointments. The person I spoke with on the phone said appointments on the weekend are only for clients who plan to buy glasses, and we need to reschedule our appointments to weekdays if we only want the eye exam. That was the first I heard of. read more

They are super expensive even with insurance. They are friendly but consistently miss the mark for me. They sent my contacts to the wrong address TWICE! Two years back to back after I had had written the correct address on my intake forms. I'm so disappointed I'm definitely changing my eye doctor. read more

I have ordered contact lenses from them Oct 3 and it is now Nov 4 I have never received them. I have attempted 7 times to resolve this situation and got no resolution not a call back not an email back! I even tried to go to the place to speak to the manager to see if he can help me. I said I only need 2 minutes of his time but they said he is too busy to see me. NO ONE is interested to help. When they said they would call back they didn't. Then they said they would email. They didn't. They just don't care! read more

This place sucks, and as I said before, no accountability at all, they screwed up my prescription glasses and want me to pay for their mistakes...don't go there, you will be sorry. I wish I could put -5 star, but have to put one, forcefully. read more

They're nice people BUT they scam you into thinking they're giving you a discount but instead add a warranty that you have no clue about unless you check the receipt. They did this also to me last year so this is a common practice in this office. read more

The staff at this branch were amazing from the moment that you walk in your greeted by the young lady at the desk, which I didn't get her name. She was quickly to have someone come and assist me. Her name was Kaitlyn was very helpful. I had no idea where to begin as far as choosing frames she was very patient went out of her way and took her time and helping me find the perfect pair I was in and out of there in less than half. was told that my glasses would be ready in about two weeks and literally three days later my glasses were ready. Highly recommend this particular branch once again thank you to everyone there for just being so nice and helpful Claudia. read more

mario helped me out with getting contacts at an affordable price and was the absolute best!!! overall I had a very positive experience here and would consider coming back each time I need an exam read more

I'm not sure why this business doesn't have more positive reviews, because in my opinion, it's easily the best optometric office in the East Chula Vista area. I'm a former customer of Pack and Bianes, and I have to say--whatever they're doing at the LensCrafters in the Otay Ranch Mall is definitely working. The staff is highly trained, with outstanding customer service skills, and the facility is clean, modern, and equipped with up-to-date vision testing technology. My family has been coming here for years, and I've recommended it to many friends as well. Special shoutout to Mario, Alex, and a technician whose name I unfortunately don't recall she's incredibly professional and provides excellent customer service. Honestly, they all deserve a raise! read more

Charging a no show fee when we were 9 minutes late. Then taking insurance cash for exam anyway. WTF? Take your business to numerous other options. read more

I have been going here for the past 5+ years, and the optometrists have always been great and it's so close by I've always hesitated changing locations. But it's all adding up, the customer service is so horrible! It hasn't changed for the past few years but as of recent I have called now 3 times to ask for a copy of my prescription and no one cares they just say they'll call me back and never do. I am so dissatisfied with how they are with customers, only when they know the purchase is going to be expensive do they treat you better. I am officially taking my business elsewhere. read more

I'm very much into customer service, and today was the second time I walked into the store and nobody acknowledged me. It was four workers with only three customers. I understand I had to wait my turn; however, at least somebody can say , "Hello, sir, we will be right with you." I respectfully waited a long 3 minutes, and I decided to leave. I called myself giving them a second chance because this situation happened about six months ago, being ignored again read more

I go to this location yearly with my family. Mario Gonzalez provided me with stellar support and service, as he has the past two visits as well. If looking into registering an appointment at Lenscrafters 2015 Birch Rd I definitely recommend visiting with him. read more

I was misquoted $98 for a contact lens appointment by Grecia on the phone, but ended up being charged $173 after my appointment. There was poor communication about additional fees for a Toric evaluation and ortho map, and I was never informed about extra costs. The staff, specifically Ricardo, was unhelpful and said it was "unfortunate" that Grecia misquoted me on the phone. I felt misled and ripped off, and I wouldn't recommend this place. read more

Customer service! Poor communication from Management down to staff. I usually don't post negative reviews but, by far this has to be my worst experience so far. read more

I have been coming to this location to 9+ years and the past 2 years I have been thinking about changing locations. But I haven't because I'm a loyal customer. The eye doctors have all been pretty good but the staff in the front act like they don't care. I like for my whole experience to be great especially when I could have picked a closer location. But after today this location has lost me and my families business. Friday I went to there, bought 2 pair of glasses. 1 pair had to be ordered. Sunday I got a notification that my glasses were ready for pick up. I showed up today ready to pick up my glasses and they told me that was for an order I purchased and received that Friday. I completely understand that it wasn't their fault but the way she didn't care that I drove out my way rubbed me the wrong way.. she could've offered them to be shipped to my house for the inconvenience/ misunderstanding, but she didn't. I ended up canceling my order. Will not be back to this location. read more

Great service so far. Having my eye exam next week. Great service so far. Having my eye exam next week. Great service so far. Having my eye exam next week. read more

Last week I made an appointment for my daughter to get an eye exam at LensCrafters. The week before the appointment an associated called me to confirm the appt and follow up on insurance info. I confirmed the appt and asked her to call me back in an hour for the info because I was at work with a client. She said no problem. Five minutes later my phone started ringing and again they were calling for the insurance. When I got off work an hour later I called her back and provided the info. She put me on hold to verify it and then came back and said she was having issues and I would need to call to get the plan number. She said she was going to try and verify again but if I could try and get the info it would help. I called VSP and got the information needed. When I called back I spoke to someone else and let them know all the corrected information so that they would be able to verify. He told me it would be no problem and if there was any issue he would call me back and let me know. It's been a few days since then, so I assumed everything was okay. Today, at work someone called me again (another person I hadn't yet spoken with) and she said they couldn't verify the insurance so our appt is not confirmed unless I pay out of pocket. I told her I already spoke to three different people, called VSP, called the store back and gave the corrected info and that there is nothing more I can do. It is up to them now but I don't know why they keep calling me. At this point, she did not know what to say or do so she put me on hold so I could speak to the manager. NOTE- I did not ask to speak to the manager, she wanted me to. The manager came on and just started stating the insurance info. I stopped him and told him- look I am frustrated with this entire situation. You guys keep calling me and I have already done my due diligence and given you the correct info etc. His response was- I am helping you- and put me on hold. At this point, I am already upset because I just told him I'm frustrated and that was his response. He comes back and said that he was able to confirm the info and we are good to go. By this point I was on hold and marinating in my head everything that has happened and I told him I actually want to cancel the appointment due to the way this entire situation has been handled. His response was - so cancel the appt? I said yes, I am upset and honestly his response when I told him I was frustrated should have been, I am sorry for the inconvenience and I understand your frustration but we will get this figured out. He said to me OKAY. I said are you serious? This is the worst customer service I have ever had. You seriously cannot say I apologize? He said THANK YOU FOR YOUR FEEDBACK. I said are you kidding me? *CRICKETS* and silence from him. I said HELLO?? he said I'm here. I said you seriously cannot say sorry? He said I apologize for this inconvenience, but I was not here Thursday and so I don't know what happened between you and other employees. I said seriously? That's your response to me telling you that your associates have been harassing me? He said well you input the info in the system when you booked incorrectly. (which by the way was spelling her LEGAL last name with a hyphen like it is spelled. VSP does not allow for hyphens in their system so it is a space instead. Which I told the guy when I called) I said I know and I called, got the correct info and gave it to you. He just said some of the same old stuff so I said this conversation is a joke and he said okay. Again, this was a MANAGER, Isaac, I was speaking to. This whole interaction is literally mind blowing. Needless to say, this review will be posted anywhere it can along with a corporate complaint- which you cannot talk to someone- they will send you an email form. Save yourself the time and the hassle and avoid LensCrafters at all costs! read more

Really bad customer service, unprofessional and no quality, they cancel appointments without any notice

Today, I went to my appointment at LensCrafters in Otay Ranch Mall. It was a great experience! I was seen by Dr. Tam who was very nice, and efficient with my eye exam. Mario Gonzalez, Licensed Optician was incredible! When I was told to look at eyeglass frames by someone at the counter, he came up to me and introduced himself. I told him I really liked the glasses that I was wearing and he didn't push me to buy new glasses. Instead, he said let's take a look at your current glasses and took measurements of my glasses. I felt like he was really listening to what I wanted, which was to only change my eyeglass lenses and keep my eyeglass frames. He was very patient and calm. He worked hard to try to get me the best discount. Mario is definitely an experienced, friendly and easy going Licensed Optician. He is very attention to detail, explained the cost to me and told me when to expect my new prescription lenses. Due to his kindness, professionalism and hard work getting me a good deal, I decided to buy new sunglasses! If you go there you definitely need to ask for Mario! Thank you from a happy customer! read more

Bad experience, I don't mind paying more for service which is why I go to you. Decided not to spend my normal $900 anymore. Thank you for 30 years of service.... read more

Horrible service, choose a different location. I tried to resolve my eyeglass purchase on multiple occasions and even contact the corporate number. This location does not care about its customers. Choose a different location to save time and money. read more

I went in April 2021 for my eye and contact lenses exam and that was a pleasant experience, however please expect the examination process from check-in to check-out to take an hour and a half at least. Seems like it would be a quick 30 minute visit. But with the various tests and transitions, the timing adds up even with minimal waiting to begin. I also returned today September 2021 to purchase prescription glasses. After calling to ask if I could walk in to browse the frames and buy prescription lenses anytime without an appointment, they said yes and I was soon on my way. I went in to find a style of frames I liked at around 11:15, tried a few frames on that were placed into a tray to be disinfected and returned to the display, they confirmed my info/insurance/etc, I was fitted, paid for my order, and was out the door before 11:40, and was told I could pick up my new glasses an hour later. I was met by friendly staff. The visit was quick as it was a slow hour, and perfect for my needs. The visit was at most 25 minutes. And when I returned an hour later (I had called in advance to confirm), my glasses were ready and retrieved from the back in under a minute. Big thanks to Natalia and Alexis for helping make this a smooth and enjoyable transaction. 4 stars: Back in April and again today I noticed that the displays are quite dusty. The frames might be disinfected (however not entirely because I recall having tried on a pair and accidentally placing it right back on the display instead of the "to-be-disinfected tray," which also happened to my fiancé as he was merely a bystander browsing without having been instructed, as I was, on where to place used frames), but the shelves are dirty as they have specks of dust all throughout. If you're aware of dust and it's effects on health, this might stand out to you too. Aside from that, it's basically clean, it's probably overdue for a deep cleaning though. The chairs on which customers and staff sit have strands of various hair types and colors, including lint. Not a pristine place, which is a little surprising to me as this location is in a nice area. They get the job done, but with more style than a place like Costco, which also makes the rotation in our family. read more

I picked up my new glasses last night I walked in and was greeted by name awesome. Everyone is always professional and know their jobs well. Won't get my glasses anywhere else. Thank you all for the wonderful service with a smile read more

Pro: My son and I normally get our glasses. They have many choices to pick ! A few years ago, I was able to pick up less than 24 hours. But now, it changes to two to three weeks due to high demands. I can understand. Con: They mentioned they are willing to accept the glasses donation. I asked if they are willing to write a tax receipt to prove that you donate.! At first, they told me to come back in two weeks so they could order more tax receipt. I came back in a month later . Still, they didn't have it in handy. read more

In response to the posts below. Jennifer, my newer assoc was initially helping you and he didn't know we carried Prada. You asked him to order you a new frame bc you didn't want the frame from the retail floor. I assisted him and I checked our system before we made a promise. Unfortunately, that specific frame could not be special ordered. That is when you got upset with us. We never said or assumed you couldn't afford our product. I am sorry you felt that way. Annie, I apologize that you and your family had a bad experience at our location. When you walked in to our store a few months ago, we had strict Max capacity restrictions due to the Covid pandemic. Therefore, only customers with a prescription or patients who had scheduled eye exams were being allowed into our store. Since we are in the Orange Tier now, anyone can walk in and you are more than welcome to return. Timothy, Although we are out of network for VSP it doesn't take longer than one week for claims to get processed. For price transparency purposes, we have a breakdown of your VSP plan insurance coverage we show you. It will list lens options and your out of pocket prices per plan which are significantly better that our in-store promotins. Regardless, you are never obligated to buy from us. When your glasses are ready we notify you via your preferred choice of notification. If text is selected, the only time you don't get the text is if our associate accidentally entered the wrong number, we had a landline number instead of a cell number or if your cell phone is blocked from short code text messages. Our warranty is $34.99 for a full year. Except for losses and theft, our warranty covers any damages as many times as they happen within the year at any LensCrafters. Please feel free to call our store and ask for me. My name is Eva and I'd be happy to serve you. read more

I was greeted and helped by Isaac during my visit. He provided such excellent service and patience, I did not feel rushed or an inconvenience. I went through so many frames to find ones that I liked, and throughout I was checked on to make sure I didn't have any questions, or to help me find frames that fit my style. He was very attentive and helpful, and I left very happy and satisfied with my visit that I had to leave my first review ever! read more

BE CAUTIOUS! I called the Birch location to see about getting glasses with an active prescription and requested a copy of my PD. I was told I could get some documentation with the PD but only for customers that purchased glasses. I came into the store, met with ISSAC and purchased 2 pairs of glasses totaling about 1k. AGAIN I asked about the PD info and was told I could get something with the measurements on it. But now I'm starting to notice the answers related to my request are becoming more ambiguous and are changing. But I think nothing of it. I leave with my receipt and I notice the PD measurement isn't there. I call and am told they can't give me a prescription with the PD but they'll provide me something with the measurement on it when I pick up my glasses. I put up the glasses, which are good. I ask about the PD measurement and now it became its HIPAA violation to provide me with my own personal information! And that I can't use the PD measurement outside of LensCrafters and I'd have to sign a waiver to get this info. DISGUSTING behavior. HOOK LINE AND SINKER! DECEPTIVE CONDUCT TO LURE IN BUSINESS. Being shady from the get go and to keep stringing me along was UNPROFESSIONAL AND UNETHICAL! Way to go LENSCRAFTERS AT BIRCH LOCATION. Youve lost a customer and pls believe I will be telling ALL of my family and friends not to visit your location! read more

Excellent customer service. Always come here for my eye exam and new glasses and always walk out happy with my visit. The location is always clean and organized with great staff working there throughout the years. read more