I am a 69 year old single woman who has used LensCrafters at the store in Montgomery, AL now for more than 20+ years. I was not able to use them during COVID as the LensCrafters doctor was only in from time to time during that period and I could not seem to get an eye appointment the days he was there. Don't get me wrong about Dr. Goodman and his staff. They've always shown excellent customer service as long as I've been going to LensCrafters in Montgomery. During COVID, I was able to get in with another professional eye doctor in Millbrook, AL. I bought a well-known brand from the Millbrook Store, Versace, and I was extremely happy with their brand and their service. I kept the Versace glasses for almost 3 years. When I came back to LensCrafters a few months ago, Dr. Goodman said my eyesight had changed slightly. I bought another named brand (if you would look up my records in your system, you would see that I only purchase named brands) which was Burberry. I paid approximately $400.00 and that amount was after my insurance paid an amount. I was sitting at work this morning and my glasses fell off as I was reading an article. Long story short, the screw came out of one side, the screw could not be found. I work at Mercedes right beside LensCrafters, so it was very convenient for me to leave work to have them put a screw into my glasses. I was their first customer in for the day. I've had a good experience at the Montgomery store up until this morning when my frames lost a screw. I do not see well at all without my glasses and I had not been long at work when the glasses fell off my face. I go into the store and there are two (2) women there, and one happened to be the person who sold me the glasses. When I told her I would need a screw for my glasses, she immediately started saying, I don't know if we have a screw as they don't send us extra screws to fit the Burberry glasses. So I asked her, what was I supposed to do, that I could not see. She said they would look and see if they had a replacement screw. I said I wanted the same screw that came out of my glasses and she again said, we don't have that screw that I will look and see if we have a replacement screw, but that she didn't think they had one. I told her, I was not going to accept her saying we will look for a replacement. I then said, if you don't have a replacement screw to fit, then what? She asked me if I had bought a replacement warranty and I said no, I've been coming here for years and never had a problem with glasses falling off when a screw fell out, or if I needed an adjustment. She looked at the lady beside her and handed her a box of metal screws and told her to find one that would fit my glasses. In the meantime, the lady who was trying to help me had trouble trying to find a screw as Cantrelle (the lady who sold me the Burberry Brand just a few months ago.) left her by herself to answer all the incoming phone calls and try and help me too. The lady finally found a screw, but I can tell, the screw will not hold and I don't like looking at two different screws that do not match. I left the store with two (2) different screws and I was not happy. I told Cantrelle that I would be writing a review of the store and mention her name. She is expecting a review. I don't know if I spelled her name correctly or not as when I asked her name, she didn't offer a business card with her name nor her title on it. I could see she was upset with me asking questions. After waiting on the other lady answering incoming phone calls coming into LensCrafters and her trying to find a screw that matched. I was there for a while. I told Cantrelle I would never come back to LensCrafters and her response was "THAT'S YOUR CHOICE." Before I left, "I said, even Wal-Mart carries extra screws that fit people's glasses and it's not just any 'ol screw."
Has this LensCrafters store become lesser than a Wal-Mart? I mean, you pay a huge amount for name brand glasses, and this is the kind of service you get.
NOTE to LENSCRAFTERS HEADQUARTERS, buy the screws that go with the glasses people buy. LensCrafters sure charges enough to buy some extra screws. I did take a photo of the screw that was put inside my glasses and will tell the people where I work and where I live, do not go there. This is what happened to me. I rated LensCrafters a 1 STAR simply because of the customer service, but especially that when this ugly replacement screw falls out, I will HAVE to buy another pair of glasses sooner than I expected, but it wont be at LensCrafters. This review will also go on GOOGLE. Linda S. Lewis read more
