I ordered new lenses for my existing eyeglass frame at this LensCrafters Coquitlam location. After more than two months, my order was still unresolved.
During that time, I made multiple phone calls, visited the store several times, and submitted a complaint through LensCrafters customer service. Unfortunately, I received very few updates and several promised follow-ups did not occur.
Most recently, after LensCrafters corporate customer service informed me that the store had approved a refund, I called the store and spoke with the manager. I was told the call would be disconnected due to line issues and that I would receive an immediate callback. After waiting 10-15 minutes, no callback was received, so I went to the store in person.
While the store ultimately agreed to provide a refund, the overall experience was disappointing because of the prolonged delay and lack of communication throughout the process.
I appreciate that a refund was eventually offered, but customers should not have to spend more than two months making repeated calls, store visits, and complaints to obtain a resolution.
I hope LensCrafters improves its communication and follow-up process for future customers. read more