Nice young lady So kind reminded us of a discount they treat you like family kindness

Would give zero stars if I could. Lied to me several times about the arrival of my glasses. Said they sent them out twice only to call back a few days later saying they never sent them. Every time you talk to someone you get a different answer. Incredibly disappointed. Do not go to this location if you want accurate information and good customer service. read more

Everyone was so kind and did such a great job. I even asked them to pick out my glasses. I am so happy with my new glasses. And they were done fast. read more

Omg. Worst place ever to purchase eyeglasses! I was there at 10am, no customers, 2 workers engrossed in their laughing conversation with no effort to help me, until 5 min. later, one of them came up to me not speaking a language known to me, took my eye doctor's prescription and ran off to the back of the place... She came back 5 min. later and sat down at her computer, with no offer to help me find some frames. When I asked her for my prescription back, I couldn't understand whatever language she replied. Needless to say, I left that horrible place ASAP, with my prescription. read more

If you want to return multiple times, waiting for LensCrafters to "get it right", you enjoy being discriminated against, and publicly humiliated, then you found your new retailer. I can tell you with hundred percent certainty I have never, not one time, ever been spoken to, or treated the way I was at the LensCrafters in Westfarms mall, by the manager nonetheless. Although seeing the other reviews, I think this comes as no surprise. If you require anything outside of a very simple single vision lense, or are an older customer, and your eyes have changed, they will openly admit, they cannot accommodate these people. Management's suggestion, to these folks is to find another retailer. It's kind of hard to tell because it was said with such obnoxious passive aggression, that of course makes you feel pretty stupid. One of the problems may be is the managers of Lenscrafters are not licensed opticians. LensCrafters does not require for managers to be licensed. In short, the manager on duty, are retail managers, not specificac to the optical world. Certainly not the case with a lot of other reputable eyewear retailers, perhaps this is why the manager resorted to her remarks is because of embarrassment, and defeat of her lack of training and skills?? Not just discriminatorily, unhelpful and passive aggressive. You can fact check this through CT DCP licensing. They are the same exact manager that might've been helping you a couple months earlier at Marshall's or Dollar Tree. Therefor, I would think, CANNOT, with any accuracy inform customers of what they CAN'T do, especially if that order comes from the unschooled manager behind the counter, not helping resolve the issue, just holding up the counter with her elbow. She never even came from behind to help look for frames. The employee, Kyle, was very kind and professional. The experience abruptly stopped when Kyle went to the cashier counter to ask the manager a question, one that might actually require that said person move out from behind the desk, she offered no help to me, or probably even worse, her employee. I will notate that this individual does not treat other customers the way she treats me, and this is been going on for probably almost 2 years. When I walk through that door and I see her I immediately get anxious because I know it's going to be some kind of grief or passive aggression. This was no exception, and it started the same visit just an hour before, same day. Words shared from an individual that used to work alongside this person made perfect sense to me..."She's just phony enough that I can imagine most people would like her, but..." Another reason might be that there is no regional manager. That position is open. So local management really, and now clearly, has nothing to lose. The Boston area manager contacted me, and she was going to help me take care of everything, and get back to me later that afternoon as soon as she sorted everything out. That was about 10 days ago. I believe I've been going to LensCrafters for 17 years, I can tell you that it was never, ever like it has been the past two years or so. It's like a completely different company. The negligence alone, for someone who's handling your personal prescription, is frightening. read more

I had to go back multiple times for adjustments. Sales people are slow to acknowledge you.

Progressives. Another indicator that I am aging gracefully. Anyhow, everyone here was amazingly helpful and friendly! I would highly recommend this location in Westfarms Mall. Dr. Brown was very informative and answered all my questions and concerns. FOH staff was friendly, and Alvina who helped with my lense and frame selections was extremely helpful as well. Overall a pleasant experience, considering the "P" word. read more

Fantastic service and prices and all around. I had a fantastic experience during my emergency visit!

Firstly, I would like to say that the customer service was polite, friendly and very helpful. They offered to fix my glasses for which a screw had come off of one of the stems, for free and within minutes, which was very nice. However, when I got the glasses back from them, they had multiple scratches all over the frame and two chipped parts at the front of the frame. This was an expensive pair, and was practically new and in pristine flawless condition, without any blemishes or scratches, which I have only worn a handful of times and taken good care of. When I got it back from them after a few minutes, it looked like a beat up old frame with multiple scratches all over. I spoke with other more established optician shops in west hartford who told me that this kind of thing happens, and it may be due to either defective equipment they are using (without protective padding for example), or an inexperienced employee working on the glasses. It was an attractive option to get these fixed for free at the mall, but I should have taken this expensive pair to a more established optician shop, as I incurred the cost of having my virtually brand new frame handed back to me looking like an old worn out pair with scratches, and in beat up, damaged condition. Lenscrafters told me that when you bring in a pair that was not originally purchased from them, then the free repair is at your own risk, which makes sense I suppose. I just wish I had read the reviews of other customers who also say that this lenscrafters location damaged or broke their glasses when doing repairs. I would go to this shop to buy sunglasses or eyeglass frames as they have a great selection of those, but would not dare to get anything repaired here and would not let them touch my glasses. read more

Very rude manager. Bought Tiffany glasses and one month later screw fell out. I went to several other reputable eyeglass stores and they said that should not happen on a new frame and they should be replaced. Manager said we cannot do anything for you without warranty really snotty. Only saving grace was the assistance of a sales person who brought them in back to be fixed. I have bought all my glasses from there. Guess what customer service stinks. I will never buy from lens crafters again. read more

Very rude. The screw came loose on my glasses and I just needed it tightened, easy fix for any glasses selling place. Mind you I was in a rush because I work at the hospital and cannot see without my glasses. I am vaccinated for covid and just needed my glasses to go to work. Lady asks me if I purchased the glasses there, which I hadn't but I have bought glasses there in the past. I asked if she could just screw in the screw, that I was in a rush to get to work. She said she couldn't because I hadn't bought the glasses there. I asked if the screw was the same as other glasses here and she said yes. So I said then why can't you help me out? She said because of covid... I said I'm vaccinated touching my glasses isn't going to give you covid. I'm so sick of people using covid as an excuse for everything. I literally could've cleaned my glasses in front of you left them on the counter and it would've take maybe a few mins of your time to help me out. Never getting glasses here again. read more

Updating my review to offer more insight as to why this place deserves 5 stars. Christine is my go to gal for fittings, advice and adjustments. She's one of the sweetest young ladies in the mall, and a joy to be around. Her knowledge is first rate, her patience with guests is endless and she makes sure you're 100% confident in your glasses before you leave. She's a doll... Nancy took care of my son today when I brought him in for his glasses. While Christine is #1 with me, Nancy is #1A. Top notch. Both of these gals took the time to compare all the discount plans available to me in order to make sure I got the best and most cost effective deal. I'll be updating my prescription next week...and I'll do it here. Why would I go anywhere else. Hell, when I'm in The PVD™, I'll drive back to Farmington for help with my glasses. This facility is just that good. read more

Came to have my glasses fixed and had to sign in on a clipboard wait list. Stood around for 10 minuets until a gentleman helped (3 people ahead of me walked out which helped) and I told him I was in a rush because I was leaving for a trip. He assured me they would call once they were ready. I eventually left the mall after 1.5 hours. Got the call 3 days later. Currently standing in the waiting area again with a crowd of people and not a person has came by to help or let us know the wait. Once again I needed to sign in...to just pick up my glasses. They really need to hire someone to stand at the computer or maybe have their staff multi task more, especially for people just picking up. read more

Total waste of time. They only care about you buying glasses not maintaining them and managing your future eye needs. I'd highly recommend a more eye-wearer friendly place where they have enough staff and willingness to help all of their customers. read more

I wanted to take some time to write a review for this LensCrafter, mainly for the optometrist, Dr. Kyle Wilson. I want to give Dr. Wilson-5 stars, I was a "walk in" appointment and his front staff worked to fit me into their already packed schedule. When I saw Dr. Wilson he took his time, even though he was busy, answered a lot of questions, explained different medical terminology to me and really nailed my prescription. I had explained to him that I felt like the prescription I had been wearing was slightly off and he listened to all of my concerns and took them seriously. I have been to many optometrists over the years and he ranks in my top 5. That being said, I give the LensCrafter store itself 4 stars. The staff was friendly and let me roam about, without being to "sales driven" or "pushy". I tend to be anxious when I go into LensCrafter because often the sales people will 'pressure' you into a sale but at this location that was not my experience. I wish I had the name of the staff member who helped me because she was great, I did not purchase a pair of glasses but she did write up everything for me to give me an estimate, she remained friendly and like I said did not push me or up-sell me. She understood that no means no. I give them 4 stars though because of their mirror issue. This store has a serious lack of mirrors. For the size of the store, and the amount of foot traffic this store gets they should have double if not triple the amount of mirrors. I noticed it was not just me but other people in the store complaining about the mirrors there is just not enough. They literally have two big mirrors and something like 2-3 small hand held mirrors around (which no one uses)...its just not enough. They need more large ones. I had to wait several times for several minutes to use a mirror and some people are not polite enough to recognize the lack of mirrors and move out of the way. I had a friend with me and basically just used them as a mirror "how do I look" because I could not gain access to a mirror. Too many lady's hogging them. So as a result....I walked away without buying a pair of glasses, one because they didn't have the color I wanted in the frames I liked but they did refer me to a lenscrafter that did- which I am still thinking about.... but also because I still wasn't 100 percent confident in the glasses I wanted, partially because I felt like I could not spend a good amount of time looking at them through a large mirror.... (the store was busy)- and I just felt like I couldn't take my time and focus, this time it wasn't the staff that was pushy it was the other customers being pushy or rushing each other so they could all crowed in one mirror. My suggestion to the management would be install more mirrors, we 24 hour glasses wearing people, need to be able to "look" at ourselves in large mirrors, before making a costly decision that we will be stuck with looking at everyday for years to come. 1 quick glance in a tiny mirror is not enough. "Sharing " a crowded mirror with others is both awkward and distracting. 1 large mirror in the lady section is really not enough, install 3-4 and I'll come back. read more

Ugh...what can I say about this place? I went to get a contact fitting a few weeks ago and to purchase contact lenses. I usually don't write reviews but this visit was particularly distasteful and so, needless to say, they had this coming. Firstly, when I checked in for a 230 appointment, I wasn't seen until nearly 300. I expect that kind of experience at a doctors office but at an eye clinic? Secondly, the staff is not only inept but senile. Mind you, I don't have anything against the elderly but in this case, perhaps a younger staff with a handle on technology and even book-keeping...would help this place run much better. When I was finally fitted, I had to decide on what lenses to purchase. I wanted a comfortable yet affordable set and when I asked about prices, they could not give me a clear answer for a good 10 minutes. They completely had no idea what they were doing. So I leave the place with an order for a set with a rebate and they...surprisingly forgot to give me the mail in rebate information. I call back the next day and the receptionist tells me they forgot to pencil my purchase in so it wasn't even in the system. So I had to wait for someone to confirm the purchase before they could send me the information. I can't believe how unprofessional and unorganized this place is. Giving them a 2 star is a compliment. I'm never going back here. read more

I had the pleasure of working with Marietta and Micah. I went in for an adjustment and the heat made the house check fabric on my Burberry frames lift. I noticed and brought that back in and Marietta took care of me by calling to get the replacement frames transferred in, she even offered to pick the frames up! The company went on inventory lockdown so we couldn't get them immediately. However Marietta did a great job of keeping me in the loop as to the progress of getting my frames in. Finally when they came in i went in to get them switched out and Micah took care of things getting me out within 20 mins. He gave me the knowledge begging taking care if my frames and provided wonderful customer service. read more

Total mistake going in for glasses. I've been there for three separate occasions in the last 2 1/2 weeks with nothing in my possession. I've never had this much hassle ordering glasses in the 45 years I've been wearing them. Hard for me to believe that they don't have the technology to make glasses that I got eight years ago and they can't do it today. You get what you pay for it's not worth saving 15 $20 go for real services. Calling me a week after I order something to tell me oh we can't do that and just didn't have a clue while I was in the store come back a second time and they still screw that order up. Tomorrow cancel all of it and go get my money back. After listening to the manager guarantee my order in ten days...here we are not even a phone call as he promised. Absolutely the worst retail experience ever. I know it will now take months to get my money back. read more

Again no staffing. Only one person today with people having to line up outside the store. Now they are kicking out an elderly man who walked into to look for glasses due to staffing. After I get my glasses today I will not use this lenscrafter ever again. read more

West Hartford Westfarms . Welcome to my world. I get a birthday card towards free scrip sunglasses providing I buy a frame there for at least 129.99 right?? Card didnt say exclusions right???? WRONG sunglasses frames start at 150.00 ( for this offer ) inexperienced help says oh no we dont do Oakleys they have to do them. I said where are my other options? She said over there and points I said they start at 69.00.? heres the Lenscrafter profile in my book . Likes to send out "Loss Leaders" to get people in, then have their rotating group of inexperienced people tell you in person of the exclusions. I should no better, loss leaders have been around a long time. I guess Lenscrafters thinks they cant sell frames otherwise, even though they almost have a monopoly on the business. shame on me. be a smart shopper, there ARE other places, less convenient that provide better service & experience. read more

Worst customer service ever. They stand behind the counter doing nothing and act like they are doing you a favor when you finally go up and ask for help. Never again will we go to this location. read more

You'll be seeing and feeling good things at this LensCrafters. I have gone to LensCrafters--this location specifically--frequently over the years for my eyewear. Recently, I returned to LensCrafters with a pair of glasses from another eyewear shop because they didn't fit and because the team at the shop where I purchased it was unable to correctly and easily adjust it after numerous attempts done on different visits. (I didn't get this pair at LensCrafters because it was unable to do this particular style in my prescription.) I walked up to the adjustment counter, signed in, and anxiously awaited for a staff member to help me. Amy, a manager, came over and fixed my glasses in one try. After advising me that LensCrafters could not be liable if the frames broke on adjustment, Amy made my worries end. (I was so frustrated that my glasses wouldn't fit and couldn't be adjusted easily, as I wear them everyday all day.) Amy took time and care with me and my glasses. She was extremely kind and welcoming. She made sure they felt good to me and checked how they fit on my face and behind my ears. I felt such relief within minutes of sitting down. LensCrafters offers a wide variety of frames, and though some may be pricey, you get the quality and service that the shop's team--including Amy--offers. AAA discounts may also apply to your purchase, so if you have it, present your card at the register. LensCrafters also has an optometrist at the back of the shop for eye exams and care, so if you get a new prescription you can have it filled right in front. Because of Amy, I will continue to visit this location of LensCrafters, making the effort to get to and through the mall to receive good, kind service. read more

After several months of wearing the glasses, spots began to appear between the glass. When I brought it to LensCrafters I was told that it was a result of not using specially treated glass cleaning wipes. It wasn't their problem. Replacement glass was $320. I've been cleaning my glasses the same way for 48 years since the age of 10. They wouldn't fix them. After much fussing about their response, they fixed them comping the redo. Immediately it indicated to me that their was fault in their composition. I ended up walking out of the store with a box of their lens cleaning wipes at a tune of $15. Clearly a sale for them. A little more than a year later the problem has occurred again. This time however its only on my right lens. It's been like this for 5 months now. My left lens is perfectly fine. I use a glass cleaning cloth purchased for $1.00. Hmmmm. Do I still think it's my cleaning method when obviously both lenses are cleaned the same? Absolutely not. It's their processing mistakes in my opinion. This opinion rates them with the lowest star and I'll take my business elsewhere. read more

After having an appointment at the LensCrafters eye doctor in Rocky Hill canceled because they are incompetent, I called around and was able to then immediately go to the LensCrafters here and it was SUCH a pleasant experience. The staff in the exam part were very friendly and knew what they were doing, the doctor I saw was awesome, exam was done within 15 mins, and then I had 2 associates helping me find the right pair of glasses. Which is hard for me, because my ears and nose are both crooked, and I have a small face, so they had their work cut out for them tonight trying to find smaller pairs of glasses for me when the trend is bigger frames. I am very happy with my designer glasses and sunglasses, and can't wait to pick them up this weekend. Very professional, they made sure to greet everyone who came in, and it was the most pleasant eyeglasses shopping experience I've ever had. The price here is higher than Costco or Target, but I'm still pretty happy. read more

Just went in for an adjustment on my new frames. Woman tried to heat them and cracked them in half. Denied any responsibility. Offered to replace them with their friends and family discount giving me a 50% discount on new frames. Unacceptable !!!Would never shop here again. read more

I purchased a prescription for my sunglasses on 1/2/15. I called them on 12th checking the status and they say its back so I asked them to ship it, later the same day I got a call from them by another staff, leaving me a voicemail saying it's back and asked me to call back if I wanted to ship it. So I called again 14th saying I'm returning their phone call and wanted it to be shipped and they said again it's going to be shipped. But I haven't received anything, and I called again today only to find that it's not been shipped at all, for almost 10 days after it's ready in store and despite all these many times of communication, each time with a promise it will be shipped This is the worst customer service I've ever had. They don't seem to have any communications between staffs, or keep any record of previous phone calls, nor do they seem to keep their own words as the two staffs I directly talked to both said it will be shipped but never get to it. And they simply say "I'm sorry I promise it's going to be shipped today". I'm sorry I don't trust that any more, I'd rather go out of my way to pick it up in person, even if that's extra hassle for me and doesn't quite work with my schedule. I paid quite an amount of money, not just to have them be flimsy about their words and never get my glasses. read more

In the past I've had decent experiences with Lenscrafter. My last exam was towards the end of the day. I felt that the doctor rushed through the medical history form with me. When I asked her about floaters, flashing lights which were the main reason I came in for the exam, she sighed, stopped the exam and rattled off a list of symptoms. She made me feel as if my symptoms were unimportant as long as they didn't match her memorized list. I didn't feel comfortable bringing up my concerns again. Eye exam was routine otherwise, glasses Rx seemed high but eye strain went away over time. read more

This is a review of the doctors office at the LensCrafters in Westfarms Mall. I feel like I've given them more than a fair shot but at this point it's time to say it like it is. Bad incident #1-I went there with my daughter for contacts. My daughter needed a special kind of dailies because of her astigmatism and other eye issues and these just happened to be more expensive than I'm accustomed to paying for my own contacts. I asked if I could pay at pick-up time but was told no that I had to pay the full amount up front in order for them to place the order. Thankfully, I had just enough to cover the almost $200 bill (after paying for the contact fitting fee, and eye exam co-pay, of course). After paying for the contacts in full they tell me I will only be receiving trials today and that the actual contacts will arrive in a week or so. Ok, that's fine. When my contacts finally arrive I go to pick them up and they tell me once again that I owe the full $200. Two red flags immediately come to mind: 1-did you not document the fact that I already paid in full last time? 2-could the order have actually been placed if I had not paid in full as I was told in the first place? I explain to them that I already paid and ask them to check their receipt book. At that point they realize that their receipt book has mysteriously gone missing and it just so happens that I paid in cash. I wait there for what seemed like forever while they fumble around looking for their receipt book which never appeared. They eventually gave me the contacts after an embarrassing display. And I figured it was an honest mistake. Bad incident #2-My daughter needed to get more contacts so I call over on a Friday afternoon to see if I can simply re-order by phone. The person on the phone checks her file and tells me that the prescription is still valid and that they have her particular contacts in stock. She then tells me that I can either 1-pay over the phone and they will mail them to me, but it will take 5-7 days to arrive or 2-we go in person and pick them up as soon as we want. Since my daughter was running low and we didn't want to wait 7 days, we decide to go in person on Monday at around 7:00 pm. The person at the desk tells us they don't know who told us that on the phone but they don't have them there, they just ordered them today (Monday), and it will take another 5 to 7 days to arrive. But once again, they can give us trials for today to hold her over. I ask if the contacts can be mailed to me so that I don't have to come back. They tell me no because since I didn't pay over the phone on Friday, I will now have to come back in person AGAIN on another day when the actual contacts arrive to pick them up. Even though I was willing to pay there they tell me it's too late, the order has already been placed. Well get this...I get a call THE VERY NEXT DAY on Tuesday at 3:00 in the afternoon saying the contacts are there we can pick them up whenever we want. So did the order magically arrive in less than 24 hours or were the contacts there all along to begin with?? The service is simply so unprofessional and the staff is clueless. The Doctor was nice but not nice enough to make me go back. Never again. read more

Should have looked at the ratings on here before I came! Went through all the trouble of picking out frames then ended up having to go back again because they didn't do something they needed to the first time, and when I went back they no longer had the frame I picked out on hold or in stock. I was told I could go to another location to try to track them down. Awesome. read more

I had the pleasure of dealing with Diane today at LensCrafters. I went in with a broken pair of glasses, after getting the run around at another store. She was very pleasant to work with. She took care of my problem and it all took about 15 minutes. Great Customer service!!!! Thank you read more

1. The sales people appear to be trained to tell you "oh, I'm familiar with your company's insurance, you have great coverage!" I think this is supposed to make you feel like you are about to get a great deal and more willing to buy. I know for a fact my insurance (not my first company) is not that great but they still told me this. 2. I've worn contacts exclusively for about 3 or 4 years and attempted to get my first pair of glasses here. I told them the lenses they gave me were making me dizzy and giving me headaches, and that I thought they were too strong because after taking off the glasses, my eyes felt very strained any everything was more blurry than before I put the glasses on. Incredibly, their response was "you know when you take off the glasses you can't see anymore, right?" I don't remember the last time my intelligence was insulted that way. They went on to tell me the dizziness and headaches was normal and that I would get used to them after some time. After wearing the glasses for a few days I was not experiencing any improvement and brought them back. They lowered the prescription and I wore them for a few more days before deciding they were better but still too strong and a waste of my time. Now the glasses are just sitting around for emergency situations. I have a short nose and the glasses sit close to my face, not sure if that was the issue but they certainly did not take it into consideration 3. The frame selection was large and the salespeople spent a good amount of time with me to pick the ones that I liked. They were happy to adjust the nose pads for a better fit. Conclusion: I would return here to buy my glasses after I've gotten my prescription elsewhere read more

Terrible customer service... Was there to pick up a previously purchased pair of glasses and no one is working the counter. Waited for 25 minutes until I had to leave. As bad as the dmv. Don't think I will ever shop there again read more