I've been standing at the front desk for over 9 minutes and several staff have walked by and one is in front of me now on the register. Not ONE person has even acknowledged me...I saw bad reviews before I came but really had no other choice. Never again. read more

i ordered a pair of bifocals on 7/31/25. I was given am estimated delivery date of approximately 2 weeks. Not having received any information, I called on 8/22. I was told that the glasses were being coated and might be ready within a week. On 8/28, I received a call saying that the district manager had been contacted to resolve the delivery problem. On 9/4, I was told that the order had been resubmitted by the regional manager and that the next delivery estimate was 9/11. I was also told that the order was properly re-entered on 9/28 but there was no explanation of what caused the delay. The staff at the Old Saybrook branch are consistently polite but they are clearly at the mercy of poor information management at the lab producing the glasses. Why didn't the lab contact the branch when the initial order failed? And why did it take the intervention of district or regional management to resolve this problem? read more

Terrible customer service. My daughter's pad on the bridge of her glasses came off. She is blind without them and we don't have a backup pair because the rx is so expensive. We walked in to the store with only one other customer in front of us perusing glasses who also did not have an appt. The woman who worked there took the glasses from us and after getting visibly frustrated that it was taking her awhile to replace the pad told me I might have to wait an hour and come back since there was someone in front of me. I said ok, she kept working at them and then once fixed told me next time to not come in without an appt because she needs to protect the integrity of the store experience. It was bizarre and shaming in front of my daughter who then felt bad about her glasses breaking. Gross. We won't be back. read more

Needed a small repair on my glasses, Nose pad fell off. Went in to see if this might be a quick fix and it was . I was there a short time as there were others a head of me , but I was acknowledged and was told I would be next as soon as she was finished . Stacey took care of the issue, replaced both pads , made sure the glasses sat correctly . they got busy really quick after I arrived but they did a great job taking care of everyone. read more

Just had a pair of glasses worked on there that I bought there 3-4 weeks ago. I thought the frame was a total goner after I sat on them . I brought them back thinking they were beyond repair and I would have to buy new frames. To my surprise one of the gentleman there repaired them for no charge. I always get great service there. read more

I have bought many glasses at Lens Crafter and have satisfied with their service. They give fine service as long as you pay their somewhat high prices and don't have any problems. Recently after 1 1/2 years my glasses developed a blotchy hazy film all over the lenses. I was told by RONALD that it was my fault for using the wrong cleaning solution or the scratches on the lens. The coating was peeling off. $350 to replace lens. This is a product default. I will use a local optician from now on who stands behind their products. read more

I was treated horribly. This review is based solely on LensCrafters, not the eye doctor located within the building. It's kind of a long story, but bottom line, I was made to feel like a second class citizen because of my insurance. I know my vision plan only covers so much, but the woman I spoke with wouldn't even allow me to look at anything-to purchase. I think her exact words were "you can't afford those". Well, guess what, I took my business elsewhere. read more

This store is connected to King Eyecare. Both companies have treated me well and their system is very efficient. I made an appointment for an eye exam and contact lens fitting and got one within a week, I think. The receptionist at King Eyecare found that through my health insurance I could get the eye exam for cheaper than I expected, so that was a huge help. I ordered contacts through LensCrafters afterwards and they got to my house in three days. Receptionists there are super friendly and helpful. I'll be back to pick out some frames for sure. I ran out of contacts today and forgot to order new pairs, thinking I had more left. I called and asked if I could buy a sample pair they have in the exam room that matched my prescription. The receptionist found my scrip and gave me the lenses for free. Saved me a headache (literally, I couldn't see). read more

Interesting that all the reviews are 5 star except for one written by someone who has only written 1 review (I've commented previously about how much weight to give to anyone who has only written a handful of reviews). I was frankly skeptical of going to a chain optical store. I had always gone to private (read: expensive) opticians, but - especially after looking at how much lower online prices were - I couldn't stomach forking over that much money again. Then there was the reinforcing influence of my wife, who had been to the Old Saybrook Lenscrafters store and had a great experience. Like the other 5 star reviewers, I had an exceptional experience at this store. I'm in my 60's and have been wearing glasses since I was 5 or so and I've had lots of experience with opticians. I currently wear progressive lenses and, because I'm so nearsighted, have a special pair of glasses just to wear at my desk. Most of my interaction was with Alicia, but other professionals at the store also helped me during my two visits (one to drop off my glasses and Rx's and the second to pick them up). Everyone was friendly and helpful and - most important to me - thorough and professional. In the past, I've had opticians who provided me with lenses that hit my Rx right on, but with progressive lenses it's also important to get your eyes properly centered (horizontally and vertically). Otherwise, like me with my last few pairs of glasses, you're tilting your head up or down to get something in focus that you should be able to look directly at. Alicia took her time and had some technology that I hadn't seen before to really nail down where my eyes should be centered in the lenses. Bottom line: My lenses were still more expensive than I had hoped, but I can see perfectly for the first time in years and I had an enjoyable experience. Oh, and my new lenses came in in less than half the time that I was told to expect. Thank you, Lenscrafters. I'll be back! read more

On vacation a screw came out of my Maui Jim sunglasses and was lost--the technician was totally nice about repairing, charged me nothing, asked about the weather...I was on my way in a couple of minutes. read more

Five star service! Ordered Ray Bans online and they were crooked - long story short the rep at Ray Ban said send them back (boo!!) or find a local LensCrafters. So we opted for the latter. It was a Saturday am and I arrived at 10:45am expecting chaos and long lines. Instead it was an oasis of calm and I was taken care of immediately. I was concerned that they wouldn't want to do it since I didn't buy them at the store but no problem! A very nice young woman adjusted the frames and fitted me - they were now perfect. I appreciated the good service and no hassle at this LensCrafters. Highly recommend. read more

This is for the Actual store itself not King Family eye care that's connected to it. I had my eyes checked out as I was due. I was hoping to get new glasses that day. I went up to the counter thinking I was able to use my eye insurance to pay for my new glasses. With the exception of my co-pays I was thinking I wasn't going that much. Well was I ever wrong!! They were trying to charge me close to $250 just for my lenses when my insurance benefits told me otherwise. I tried to explain that with my insurance I should have to pay that amount. They insisted they were right and I was wrong even though I had the list of benefits right there with me on my phone. Needless to say I told them to keep their glasses and to have a nice day. I will never buy from LensCrafters again. I suggest that if you do choose to go there to make sure you don't let them take you for a ride!! read more

This is about the LensCrafters Old Saybrook store, not the professional optometrist in a connecting office. First and last time I use LensCrafters. I'm going back to local independent eyeglass stores. I spent $1,100+ on several pairs of glasses 14 months ago. The frame on one pair literally started to crumble and a wire was protruding from the earpiece. I went back to the store and they looked up my order and said "Sorry. It's been more than a year." No attempt to help with the problem at all, let alone discuss a discount of any kind. Although my crumbling frame was tortoise they immediately tried to sell me a black frame for $200. Their product is junk. I've had frames for 10 years that never failed. I told them I wouldn't return, yet they could care less. At LensCrafters you DON'T get what you pay for. You get a LOT LESS. Stay away. read more

I have been seeing Dr Kong's group for years. Never any complaints. They are kind and courteous. I also referred them to mY elderly mother. I was grateful for the care they gave her read more

Hands down the best customer service I've had in Connecticut in the past year. and very thorough eye exam. A thousands times better than the crystal mall LensCrafters. Got a nice pair of Tiffany glasses. read more

An expensive pair of bifocals bought six months ago developed a mysterious cloudy fog in the lenses . We were told it was a chemical reaction. My husband's previous bifocals lasted almost nine years without any problems. The general manager offered us a discount on new lenses and said that was the best she could do as " the computer wouldn't let her do anything else." (Her actual words ). We were loyal customers. We will never purchase LensCrafters lenses again as they must be making inferior quality products these days. This manager is not the Sara or Bob noted in other reviews. There are all new people in the Old Saybrook location. read more

The first time I came here and was looking for glasses, we asked about what types were the least inexpensive, and were treated with disdain, or at least not kindly. The second time, I was told they'd be right with me, and they left me standing there for a half hour, acting like I didn't even exist. They didn't say have a seat, I had to go ask the person at the desk what I should do after 10 minutes of standing. Once I had a seat, I was ignored as well, for around 20 minutes. Eventually I left. I understand being busy, but there's no excuse for not letting someone know the time limit for waiting, especially after saying they'll be "right with you." If you have the choice, go to the LensCrafters in Middletown. They're much kinder and the business is much better. I wouldn't recommend this place to anyone. They were snotty to my mother when she came, and all in all the place just has a bad feel to it. Your bedside manner is very important, and this place had none, at least for us. 1/5 stars. read more

They are very nice and helpful. Returned my 2 pairs of glasses because I didn't like them. Bob, the general manager is a gem and helped me pick out new pairs of glasses. Customer service is A+. read more

Customer service here is outstanding. Bob and Sara are both wonderful. Sara helped us out yesterday when my daughter left her contacts in Boston. I highly recommend them! read more