I had a very frustrating experience with LensCrafters on both the west and east sides of Madison. On the west side, I was repeatedly told for hours that I had no insurance, despite providing my insurance name, member ID, and account number. I was sent outside to call my insurance and come back in multiple times. Because the associate believed I did not have insurance, he never booked my appointment, which caused me to miss being seen that day. I then scheduled an appointment at the east side location, drove all the way across town, and upon arrival was told my appointment would be rescheduled to 2:00 PM. This was not the time I selected and did not work for me, especially since I do not live on that side of town. The situation caused a major inconvenience, and I felt there was a lack of care or urgency to resolve the issue. Overall, I felt mishandled throughout this entire process. read more

LensCrafters - Eyewear & Opticians Near Me - Madison, Wisconsin

Oh my god... the owner (he said he was the owner, but it might have been a manager) is horrible, childish, and unable to deal with any issues that arise. When I first went in after 4 days I believe it was of receiving my transition lenses, he kept trying to make any issue I had about the transition aspect instead of listening when I said I could not see at all. A different optometrist found that my first prescription was extremely off and worked with me to dial in my new lenses. It was a challenge due to my light sensitivity and he was extremely patient with me. When my replacement lenses arrived I was asked to wear the new lenses that came in to replace the bad ones for a few weeks to see if my eyes would adjust. While in the office I ordered a second set of sunglasses. After receiving my replacement transition lenses, they had been far better, though I still have issues when driving or when looking at text on a screen from 20 ft away, so I called and they told me to come back in. This issue was also with my sunglasses which had the same perscription. This is what prompted todays visit. As instructed I came in for the service I was told I would receive over the phone. The owner acted as though he had complete holy justifiable contempt simply because I wanted an adjustment [I was also in a good mood when I walked in]. Proceeded to blame me for his inability to act properly, all while I am picking my jaw up from the floor. Told me that it is he who approves all adjustments and he would not approve mine. Go elsewhere. Literally lost his temper and tried to take my purchased glasses away from me 'with a refund' leaving me completely blind (I didn't have my old glasses anymore) because he didn't want to address issues with my prescription. I continually told him I wasn't wanting a refund or anything and yet he kept pushing me and saying "If my glasses didn't work properly I would just return them...", I eventually told him to stop pushing me to return them and he reacted with "I am not your child, dont tell me how to talk in my store". I fell silent for a while out of shock at this as it was out of nowhere and totally unexpected. I was not reciprocating his agitation. This was my second visit to resolve an issue with the prescription. Note the staff was great! Even though they got my prescription incorrect I thought they had been wonderful. It was just him. I actually would go back if I didn't deal with him. Sorry for any typos, as you can imagine I have issues seeing right now. read more

My experience was phenomenal here! I went for a contacts lens exam and ended up purchasing glasses too! My glasses tend to be pretty expensive, I always ask how much they'll be and then walk away saying maybe next time. This time, they ended up being less than half as much as I expected and I found beautiful, so perfect frames too! Dr. Heier and staff were excellent; patient, helpful, attentive and very knowledgeable. read more

I came in to order new lenses for my Ray Ban sunglasses because the glasses had fallen off my head and the lenses shattered. That experience was fine, the salesperson ordered me new lenses and told me in about a week I would get a call stating that they had arrived and to come in so the employee could replace them for me. I waited around two weeks and didn't recieve a phone call or email or anything, so I finally went back into the location and asked about the lenses. They had arrived and had been sitting in the back room. No biggie I guess. I then waited around half an hour while the salesperson tried to get the lenses in, only for him to tell me he'd ordered the wrong size and they were too small for the frame. He assured me he would order the correct pair, and it would only take about another week to arrive. He once again told me he would call me to let me know when the new lenses arrived. I waited over another two weeks and had not heard anything. I called the store, only to be greeted by the same employee who sounded frantic when he realized he had not ordered my lenses. He told me they hadn't arrived yet and would let me know when they have. I'm over two months into this whole process and still don't have lenses to fit my frames. The employees at this location don't know what they're doing, and do not do their job correctly. Just save yourself the time and money and go somewhere else. read more

I buy a lot of eyeglasses through Glasses.com, and the one downfall is that they can't fit them for you. Luckily, their sister company is LensCrafters and has stores all over. Anywho...that's where Cassandra comes in. We stopped by the store on Saturday morning and she greeted us right away. My glasses were crazy twisted from being in a soft case in my bag, and she went to work on bending them back into wearable shape. Luckily it was a slow morning, so she was able to spend 20 mins removing the lenses, heating the frames, and bending them back to their original form. They were like new when she was done. On top of that she was incredibly kind and approachable so we had a great time chatting throughout the process. A huge thank you to Cassandra and I certainly look forward to our next visit! read more

I was trying to pick out a new frame, which is difficult for me when I'm alone. The entire staff gave me their honest opinions (which I appreciate!), and even showed me other options on a computer program they have that shows frames they may not carry in-store. It even has AI virtual try-on! I picked out a frame I love!! When it arrrives, I'll have 30 days to decide if I want to keep it! I'm so excited! Helen, Jesse and Marcia all helped and were SO helpful! When the frames arrive, I've already chosen my lenses because they helped me through every ste, so it should be quick and simple. Jesse and Helen know their stuff! So happy with my experience so far! Thanks West Towne LensCrafters! read more

The products at this LensCrafters are high quality, but the service could use some work. The workers are all pleasant, however there was a lot of disorganization and a lot of waiting/unattended customers. We waited at the store for 30 min before someone attended to us to check my fiancé in for his appointment. After his appointment, we waited another hour to get him set up with glasses. We spent an entire afternoon there. At the store, we asked multiple times for his glasses be mailed to him and they assured us they would. However, he had to subsequently call the store three times for them to finally mail the glasses - took about a month. I'd highly recommend going to the West Towne location instead. read more

Never again. Lenscrafters back in the day was the place everyone wanted to go to for new frames because they had the largest variety of frames, unique frames and name brand frames. Their service was exceptional and staff were knowledgeable. Those days are long gone. Went in and the store was completely dead. There was no friendly staff greeting me at the store, instead I saw 3 staff members sitting at a table talking amongst each other about personal stuff. One finally looked up and saw me and took me in back right away, but when entering the one exam room I noticed a black chair that was ripped to the point where large chunks of foam was exposed. To me that says either lack of funds to replace the item or lazy employees who couldn't be bothered to realize how unprofessional things like this look. The exam by the eye doctor was fine. But when I came back out into the front of the store the lady stated she could not bill my insurance, I had to do it. I asked her about donating some old frames and she stated they don't do that there, but if you go on Lenscrafters website they proudly state they do and work globally to disperse eye frames to those in need. Then while I glanced around the frames that they had to offer there were way less frames then they used to have and they were all frames that were bland and ones that you would see at a place that accepts a lot of Medicare or Badgercare patients. Cheap frames. The higher end ones were locked up in a display case so you could not even try them on yourself. The two staff in front were still chatting away about personal stuff and totally ignored me. Didn't bother to ask me if I wanted to see anything, didn't discuss any specials, etc. Nothing. Totally unprofessional attitude and should not have their jobs. The latino lady was wearing tennis shoes, leggings and a t-shirt and the white lady was wearing similar, but had a mask on her face. read more

LensCrafters back in the day WAS the place to get glasses. Now, it's a complete joke. I've been waiting almost THREE weeks for them to replace ONLY the left lens in my glasses. They dropped the ball and didn't submit my prescription/order to the lab for eight days. And now when I call, they give me EVERY EXCUSE in the book as to why they don't have my glasses. Mikah (asst. manager) said it's been raining, then Kylie said there's been tornados, I don't even know what they're talking about because there certainly haven't been weather issues for the past THREE weeks. Mikah even told me since they dropped the ball the first eight days and didn't send my order to the lab, that it would be expedited, and ready in three to five days max, not almost three weeks. Also, when you call, you can't even get through to anyone, and when you leave a voicemail, no one ever returns it. Kylie informed me that they don't even have access to their voicemail messages and that their short staffed. Unfortunately, that's not the customer's problem, especially when you're paying such high prices for glasses you could buy 1/10 of the price somewhere else. Never again! read more

Always helpful. Great service. Amazing doctors and staff! Greeted as soon as you walk in and helped if needed. Will always recommend this location to family and friends! read more

GREAT experience with the optometrist! That was not an issue at all. It was the "upsell" of items when looking into purchasing glasses. AFTER insurance it was going to be $498 and change for a pair of glasses for my husband. We walked and shopped around. Same prescription - same price frames - same insurance - we paid $108 a couple blocks away. Anytime that I can save $390 dollars I am going to. They said the insurance covered the lenses - but not the material or the labor to make them into prescription needed.... so the difference was in how they broke down the charges. Seems shady and I won't trust them or be back again. I did this for convenience so husband could have the glasses before he had to leave town. Well - walking across the street - he had them back the next day and still before he left town. read more

They are helpful and professional as expected. More expensive than I expect, you do pay for having your glasses ready in an hour- this is DEFINITELY not a discount place. All of the "add ons", like tint, edge polishing, cost quite a bit extra, and even with "insurance discount" are quite costly. I've gone and gotten a second pair of glasses for LESS, paid full price WITHOUT insurance, and paid less, and the glasses were durable and fashionable. This is not the place to go and get glam or glitter or funk. They were helpful when my warranteed glasses were very scratched (I wisely paid extra for scratch proof lenses, though I don't believe ANY lenses should have scratched that readily), and did have to wait for them to be sent away. Unfortunately, I have received an email and two phone calls that "I am due for my glasses exam". I did NOT receive my examination there, asked NOT to be called for any reason when I purchased glasses, and do NOT appreciate being marketed. read more

I've been to LensCrafters a few times over the years and my latest batch of interactions have made sure I will never return. Overall they left me feeling like cattle, get me in and get me out as fast as possible with little to no care in between. The optometrist didn't seem to care much at all about my current issues, the sales rep tried up-selling me countless times even though I expressed several times I was on a very tight budget, and when I finally got my glasses and had an issue with them the sales associate made me feel like I was somehow the problem. When your dropping that kind of money in there you think customer service would be a top priority but not here. I'll be sure to take my business elsewhere next time, good riddance to bad rubbish. read more

I had a really fantastic experience at the East Towne location. I had already been to two eyeglass stores, but I have a fairly wide face and low bridge so finding any glasses at all that fit was a challenge. At a different store, the last frame I had found that looked remotely acceptable was a whopping $300 and going online just isn't an option for me. Dawn the manager was incredibly helpful, and she helped me narrow my choice down to what turned out to be the cheapest frame I had selected. On top of this, I needed FL-41 tints for migraines (which took a few days to do because they had to order it) and they came out darker than expected. I was told to just bring them back if they were too dark because it's easy to lighten them and difficult to darken. After a few days I was still straining, they lightened the tints for free. A few weeks later I was still straining so I went back to my ophthalmologist and then needed to see an optometrist. I ended up with a new prescription because my eyes have too much accommodation (they work too hard). They redid the lenses for free, gave me my previous lenses back, and if I need yet another prescription (because my eyes are fussy and apparently incredibly sensitive) I have a full three months to have them make them again...for free. They are so accommodating! This is my first pair of glasses, and everyone that worked with me was incredibly patient and helpful. I'm so happy with the service I received, I'll never go anywhere else. read more

I saw some frames I liked online but they were only available in store and I wanted to try them on. I went into the store and I was helped by a wonderful sales associate who picked out a bunch of glasses for me to try. In the end I still liked the original frames I came in for but I wasn't completely sure. The sales associate told me that I could take some pictures of them on me and she even offered to take the pictures for me. Then she told me I should go home and think about it because I should be sure before spending that amount of money on them. She never once pressured me into buying anything which was great! I went home and thought about it and decided to get the frames. read more

I will never again buy glasses from any other company! This place rocks. First of all, I have super human capabilities when it comes to breaking glasses. I have probably owned a couple hundred pair over my illustrious career. So, when I found out they sell warranties on their glasses I was like CHA CHING! Since then, I have broke my original pair three times and gotten a new pair for just 25 bucks. AWESOME! Secondly, they have all sorts of cool technology to make sure your glasses fit better than ever. Joseph was great in making sure all my needs were taken care of. Thanks a bunch! read more

I was fit for a pair of glasses in January at a different LC location, and they were not the right fit for my face. The management was very accommodating and willing to work with me to find frames that I would be able to wear. The glasses selection is very good, and reasonably priced. I really appreciate the excellent service, and will definitely shop at this location again read more

Very slow service. I'm sure they must be short staffed. Waited 2 hours to pick up glasses when was told they were going to be done the day before. Took 2.5 hours to order them the first time. While here, they lost someone else's glasses and couldn't find another's. They need to have bathroom cleaned. Glasses are cheap and faster than getting them elsewhere though. You are buying the glasses off the wall- so if the paint is coming off the frame, that's what you get. read more

Dr. Haier (sp?) is awesome! He's really nice and very knowledgeable. The exam was painless and they have a new machine that they are able to use to scan your lovely eyeballs instead of using the dye for the exams --I find this very convenient for those who are not a fan of the complimentary glasses they give you after an exam. I was able to try on some cool coloured contacts and I was given the chance to try on contacts and make sure it's a good fit before I order a 6-12 month supply. I love their frames here. I do have insurance but I prefer to pay out of pocket to come here because of the service that they offer and the options they have for frames. It is a bit pricey for some of the items but it's worth it. You get better service here! They are able to have your contacts delivered directly to your home but you would have to come in to get your glasses. Only because they may need to adjust the frame to have it fit your face better. They offer many options for lens for your glasses! I do have to admit that at times, it is difficult to order coloured contacts. I ordered some gray ones and... It took me about 3-4 tries to actually get the contacts because LensCrafters or whomever, kept ordering the wrong type of contacts and instead of colored contacts they were non colored contacts and I was charged for the contacts. It was very confusing at why I would continue to get noncoloured contacts after waiting a week or two to receive my order. I would get excited, open the box and expect one thing and get another. It was getting really annoying as it happened 3 times and all 3 times I was reassured over and over again that the person ordered the correct contacts. BUT, LensCrafters made it up to me. So I am happy. I will continue to come here and be a loyal customer. read more

If there was a rating lower than 1, I would give LensCrafters that rating. Sales folks and Sales Managers at this place do not have a clue of what is needed or what is going on. I went in for an exam and buying a pair of glasses. I selected a frame. they were not able to apply insurance and asked me to call later so that they could get insurance issue resolved. I called the next day, they said everything is fine with insurance and they need payment to proceed with the order. When I went in to make the payment, they made me wait for an hour to accept the payment. then I was told that they have lost my order and need to take measurements again. But when I asked to confirm if it was for the same frame, they had lost the frame too and showed me an oversized and gaudy frame saying that is what I selected. when I said no, they showed another gaudier frame and wanted to proceed with measurements. I looked as though they did not want to do business with me. LensCrafters should put up a board saying what type of people do you want to do business with. Everybody's time is precious read more

Very thorough doctor. Confident I'll get great glasses because it was a very complete and thorough exam.

Great selection of frames with typical Lenscrafter service - i.e. can be on time or can be running behind, but either way it's fairly fast. I've really no complaints about the service. I had a sunglasses Rx filled that ended up being off. I went back to my eye doctor within a week for a correction and Lenscrafters switched out the lenses for free with no hassles. I prefer the selection and service at this location (East Towne) than the west side store. read more

I purchased a pair of glasses in September of last year . Today I went into the store because the paint was wearing off of my frames . The employee I talked to took a look at my glasses and promptly walked to the backroom and had another new pair of my style frames in hand .He apologized about the paint and put my lenses in the new frames. No hassle or anything ,and said come back if any more problems arise . It really surprised me as they were 200 dollar frames. Great job LensCrafters ! read more

We have Eye Med insurance, took my son to LensCrafters where it cost $40 for the eye exam. I go to an ophthalmologist where with Eye Med insurance it costs nothing for an eye exam. LensCrafters should not cost more for a visit to their store. We have also used the insurance at JC Penney and Sears eye locations and not been charged this. Will not be using them next time. read more

I have always shopped at a Lenscrafters. While out of town I stopped in to this location to get my glasses adjusted. Wow what a great experience. I was very pleased with how polite and gracious the staff was in helping me out. Dawn was the person who did the adjustment. If you need your glasses adjusted stop in and ask for her, you won't be dissapointed. read more