Serious Billing, Insurance, and Resolution Concerns I am posting this as a consumer warning. This LensCrafters location charged my credit card $746.38 and billed my insurance for a product that was never provided. I did not receive the item, documentation, or proof of delivery. What made this worse: the store refused to process a refund unless I physically drove back to the location, requiring hours of additional driving, fuel expense, and wear on my vehicle--despite the charge and insurance billing already being documented. Requiring customers to incur significant travel costs just to correct an improper charge is unacceptable. Combined with billing both a consumer and an insurer for an undelivered product, this raised serious concerns for me. Because of the seriousness of double billing and refusal to refund without unnecessary burden, I escalated the matter through my credit card issuer and my insurance company's investigative unit. I am sharing this publicly because many customers never see insurance claims, and issues like this can go unnoticed. Review your Explanation of Benefits carefully and verify that anything billed was actually delivered. This review reflects my direct experience and documented charges. read more

Today I worked with Justin and he was phenomenal! His demeanor was kind and helpful and he was really knowledgeable about the glasses. He adjusted my glasses to fit perfectly for my face (which isn't easy!) and was just a delight. read more

Our 12.31.25 visit to the Galleria at Cool Springs started at VisionWorks, where we ultimately wasted 30 minutes and left completely frustrated. We went upstairs to LensCrafters, where we were greeted by Jake and had a far superior experience. Unlike the VisionWorks staff, Jake was friendly, attentive, and knowledgeable. He took his time and, ultimately, we got one new pair of glasses and new lenses for two existing pairs for less than what VisionWorks quoted for just three pairs of lenses. Jake was super. Next time, we will skip the mind-numbing experience of VisionWorks and go straight to Jake and the LensCrafters team. read more

Ordered a pair of rimless glasses over 2 weeks ago. After purchasing, was told I needed to allow up to 2 weeks for delivery (1 week used to be the norm). However, after 2 weeks and 2 days, they are now telling me it will be 3 1/2 weeks from order date. No explanation other than the factory is in Dallas and they had some snow and that could have delayed things a day or two. That comes far from explaining a totally unacceptable delivery delay. I was happy with the price, which was very competitive. read more

I felt like a complete burden to everyone there. The front desk staff was having IT issue. The lady at giving the eye test said two words to me and had broken English. The doctor literally ran in and out. They asked how old my monthly contacts were and then through them away. I can't wait until AI gets this whole process done and we can do this online. Seriously crazy how bad this experience always is read more

Kelsey and Macie are professional and efficient! Couldn't of asked for a better experience, Thank you!

The worst possible customer service I've ever received. I was sitting there staring at the workers waiting to be helped after I picked out my glasses, and the workers were either sitting or walking around doing nothing. I watched them go help new people who walked in but still ignore me. Eventually after several minutes someone helped me. He said "same thing as last time?" Expecting me to just hand him my card and pay and be done. I said "what? No. Please show me the options and explain and tell me the prices. I just got new insurance, so I'm not sure what's all covered." I had to beg him to show me the line item detail. He and I went back and forth and what my insurance was and was not clearly covering based on the quote. I had to call my husband several times to clarify what our insurance covers. The sales associate was rudely trying to talk over my husband when he was on the phone with me. The sales associate was almost arguing with me over the reason for the high price, while I was just asking for him to show me the line item detail of the quote. I wanted to see if and why there were so many add-ons that could be taken off. After so much pressured, uncomfortable back and forth, he then just gave me a huge discount. Awesome, but why not just start with that? If I didn't consistently tell him that I wanted to see the quote, I would've walked out there paying hundreds of dollars more for no reason. Also, I've called the store 3 times to check in on my order because they said "it would be ready in 10 days max, but definitely less than that." When I call to check in on the status, they give me attitude and tell me a different day and a different thing about it. Either it will be delivered on that date or they're working on it and it will definitely be delivered way before that date, no later than. Also the doctors office next door gave me the totally wrong prescription for my left eye for the past 2 years, so I just want my new glasses please. read more

5 star service from all of the team members at the Cool springs mall store of Lens Crafters. I went there because I prefer their frames, especially compared to Vision Works. Luckily they had my lenses in stock and the installation time took less than 30 minutes. I was so thrilled to walk out with full set of glasses . Thanks to everyone who helped me. read more

Exceptional service, exceptional staff. My daughter has bought several pairs of glasses and every time we go in the store, we have a great experience. The staff is super friendly and always make you feel very welcome. read more

I had two pair of glasses that needed repair. Justin did a great job! I was very pleased.

Nice people and good selection, but the allure is gone completely now that the in-house lens lab and same day service has been removed. I guess they should change their name to LensOrderers since they've become like everyone else. read more

The dr office visit was fine. The doctor was cordial but not pleasant. The girl who helped me pick out the frames was very helpful. Where they fell short in my view is that after the sale I received NO call, NO text, NO email letting me know that my glasses were ready. I had to call THEM to find out. When I went to pick up the glasses I walked in, a lady asked me to sit down at a table with some guy. The lady brought the glasses to the guy who then, took the glasses out of the case and handed them to me... Asked me if I liked them and that was it. No check to see if the fit correctly etc.... Service after the sale sucked. read more

I arrived at the store at 8:50 for an adjustment to the screw on my glasses. I'm from Texas and explained this to the cashier. Her response was that she doesn't have enough time with 9 minutes to spare. Customer service definitely lacks at this location, and I'd assign ZERO STARS if I could. Thanks. read more

They are the best! First time here and they took great care of me! The workers are so nice and patient I highly recommend this place! They have ALOT of the best brands and styles also ! read more

Overall really good experience, for getting your eyes checked / glasses or contacts Rx. Very efficient and thorough - did not waste time at all! I'm not sure if it is NYC or something that Lenscrafters is doing across the country, but the glasses (frames in particular) are outrageous. Fortunately they give you a copy of your Rx so you can easily take it anywhere else if you want to! read more

The staff are professional and friendly. Dr Patel has always taken time to explain the specifics of my particular vision issues and eye health, using diagrams and pictures. She's listened to concerns and made recommendations on contacts and glasses to fit my needs (for instance, contacts I can use swimming given my dry eyes and allergies, and lenses to address my over 40 eyes and screen fatigue). I've always been pleased with my exams here. read more

Always a great experience! My wife, my kids and myself are all patients here and we would never go anywhere else! The doctors and the entire staff make you feel welcome and we are always treated with the upmost courtesy! We love coming here! read more

I scheduled an eye appt. online for the following day. I got to my appt. and the receptionist handed me some forms to fill out and I had my insurance card and id. After I sat there for 15 mins she told me that she couldn't verify my insurance that they were closed. She informed me that I could pay $99.00 for and exam and that I could be reimbursed later. I was very frustrated and I told her that I would leave she said ok. The second I walked out of there I contacted my vision insurance rep over the phone and she verified my coverage. I walked downstairs to Visionworks and gave them my insurance information after they verified coverage over the phone( LenCrafters said that my insurance company wasn't opened). I got a $1.00 eye exam and excellent customer service. They took their time to help me and gained a new customer. read more

Made an appointment for 3:00. Called and let them know that I would be 5-10 minutes late due to crazy traffic resulting from the tax-free shopping weekend. Walked in and was informed that because I was 10 minutes late, i missed my appointment and would be considered a walk-in, even though I called. Next available appointment was 4:30. I set it up and waited. It's now 5:30 and I'm still waiting to be seen. Clearly it's okay if they run 60+ minutes behind but if you're 10 minutes late, you're SOL. I understand that I was late and that's not their fault, but this is a little ridiculous. read more

Divya Patel is such a great Dr. she is so personable and cares about you

First of all a few of them are extremely rude and not very understanding... mind you I understand delays happen but I decided to use this location before I move across the US. They say 7-10 days for glasses to arrive so I called today(day 10)and was told they are still in the lab not even mailed out yet.. i leave Saturday to start my move and no glasses.. no call to even tell me about the delay in my glasses. So ofcourse I wanted a refund so I can go get new glasses when I get settled into my new phone but if I did they said that counts toward my insurance and then I'd have to wait until next year for my benefits again.. so now they are going to have to mail them to me but it's so frustrating... an apology and understanding why someone may feel frustrated would of made me fell a little better.. not "I told you 7- 10 business days" read more

I have visited this location twice for eye exams. Both visits we by the same doctor. He took time to answer my questions and help me make decisions about what type of glasses to get. I highly recommended seeing Dr. Ethan Ly. read more

Wonderful and caring medical staff and doctors! They are great with kids and always make make my kids feel very comfortable. The wait is never long as long as you make an appointment. Love this place! read more

The professionals at LensCrafters were efficient and extremely clear about what prescription I needed and were flexible on what financial options were best for me when choosing lenses and frames. I would definitely recommend their services for both price and convenience. read more

Why make people set an appointment if you are not going to see the doctor for an hour later. Scheduled a contact lens exam and they didn't have enough people to do the training. Although there were several associates walking around. Good thing eye exams are only once a year. Won't be back. read more

I had a great experience at Lenscrafters. I was promptly helped and the customer service was fantastic. The person helping me was knowledgeable, friendly and quick- I got my new pair of glasses in an hour and it's my favorite pair! read more

I'm so thankful for the amazing customer service I received today! My dog chewed up the temple covers on my glasses. Even though I had coverage on the frames and could have got them replaced for only $25, the associate replaced the temple covers from another pair at no cost. I am so pleased that I chose LensCrafters for my eyewear needs! read more

Went in on a Saturday afternoon the place was packed. Eye exam went fine the Dr. was nice and very professional. Took my prescription to the retail side and all of the associates were busy. One of the girls glanced up from helping another customer and asked me what I needed. She then pointed out the section with the men's glasses. After a few minutes a older sales person approached me and asked if could help. My first glasses & I didn't have a clue. After asking me a few questions he reached over and picked up some glasses and handed it to me. I was impressed it actually looked good on me. I tried on about a dozen more but I bought the first pair he handed me. How did he do that? I had insurance but he told me the sale they were having would probably save me more money. WOW a salesperson trying to save me money. Told me I should me able to file where I work and be reimbursed on my insurance. I like my glasses and I liked this experance enough to actually write this review. I will be back when I need another pair and (hope I can say this) I will ask for Herb. UPDATE UPDATE UPDATE Well things have changed! New management that does not have a clue. And the Doctor, Dr. Thomas is moving his practice. The manager David acts like a snake oil salesman and knows nothing about style, glasses or customer service. I found out Herb went to Sears Optical I did not know they even had an optical department. read more

i have waited for over a month after being told my glasses were ready and still have not received them. i have not been able to contact a single person from this organization during that time. i have recieved zero emails about my order even though i have already paid the full $600 sticker price. i will never patronize this store or company again and will ensure none of my friends do either. this is no way to conduct business read more

Dr. Frye was very unprofessional. From the moment I walked in when he was surfing Craigslist for furniture to him telling me every product I've been using for my eyes is horrible....(it may not be what he recommends, but he could have certainly been friendlier about it). The office is not clean. None of the equipment had been wiped down from the last person that put their face against the plastic pieces. GROSS! Also wait time was unsatisfactory. read more

They are not my favorite place for glasses. My prescription was wrong from their optom next door and took a while to get things sorted out. Kind of doc in the box style place. People were nice but I think I like a more clinical style optom to go to. read more

I went in to this location to get an eye exam because I needed new contacts. Made an appointment and even got there early because i assumed I would need to fill out paperwork. When they finally took me back to start the eye exam, they informed me that I would either have to have my eyes dialated or pay to have a photo of my retina done (because insurance doesn't cover that). I told her that I am very young and I would prefer to have neither because I do not have any eye diseases or anything that run in my family. I couldn't have my eyes dialated because I had to go back to work and use a computer all day. They said that I HAD to do one so I chose to pay for the retinal photo. When I finally got back to see the doctor, i told him that I had 2 sets of insurance and was planning on ordering both colored contacts and regular contacts. He laughed at me and said that I couldn't have the colored contacts (even though they make toric colored lenses). I left with a trial pair of the regular contacts. When I went back a week later I saw a different doctor and explained to her what the other doctor said about the colored lenses. She looked them up in a book and made sure that they made them in the axis I needed and said that there was no reason why I couldn't have them. She ordered a trial pair of the colored contacts to make sure they fit alright and told me that it shouldn't take more than a few days and they would call me when they got in. A week went by and I hadn't heard anything so I called and they said they had no record of ordering the trial pair and that they couldn't even find my file. The next day I got a call saying my trial pair was in. I made an appointment for 12:00 and sat there until I finally got called back at 12:40. Irritating. I ordered my contacts with the front desk and asked for them to be shipped to me house because at this point I really wanted to have nothing to do with this place anymore. They told me it would take 7-10 days to arrive. It has now been 11 days with no sign of them. I called today and asked the store if there was some sort of tracking number they could send me and when they called me back they just said that it looks like they are in Nashville and could be there as soon as today but as late as Monday.... I don't understand why they didn't just give me the tracking number. But here's to hoping I actually get my contacts and that they didn't just take my money. When it comes down to it, there is one decent doctor at this location and a bunch of incompetent assistants with terrible customer service. I will never go there again and have told many others to do the same. read more

My husband ordered a new pair of glasses on January 12th and was told it would take about a week. We hadn't realized they no longer did glasses in an hour. Oh well. More than a week goes by and still no glasses. My husband called and was told there was a delay due to bad weather and "other issues" but the glasses would probably be in just a few more days. Lenscrafters called today to say the glasses wouldn't ship until February 5th! No explanation. In the meantime, my husband is forced to make do with either last year's prescription with a badly scratched lens or an older pair with a previous prescription. This is ridiculous. In hindsight, we should have gone elsewhere. read more

They are the worst!! Never order glasses here. I ordered glasses 7/21/17, and they told me it would be 7 days to get them. 8 days go by with no call. I call in and they tell me "oh sorry...they should have told you it would be 10 days" 11 days go by and still no call. I call back and it's "oh this is special order it will be 14 days" today is day 18 and still no call from them ever. I call them again and they say "sorry there's a delay. Don't know why. They should ship on 8/19." That's 30 days for a pair of glasses they sold to me under the impression I would get in a week. The worst part is they never even called me to say hey we know you're waiting on these, here's what's going on with them. They clearly don't care at all about customer service. At least they gave me a refund....supposedly. Just save your money and time and go somewhere else. I think there is a visionworks in the same mall. read more

Great store! Great styles! I love all the new fashion and name brands! Plus I got my glasses in an hour while I shopped!