Charging unnecessary fees and lying about the fees. Telling me I had a copay when I do not.

I called Lencrafter to get a vision exam. Asked the person on the phone if they take VSP. I was told Yes. I was asked to share my insurance information for insurance verification. Made a same day appointment. I show up and they ask me for both my medical and eye vision insurance. I share that I have VSP and that I am there for my annual vision exam. Get my exam and then they charged me $110. Later changed it to $70. The bill states that this isn't Lencrafter but rather Eye Wellniss. I tell them that this is my free yearly vision exam. Only after the fact do they tell me that they are out of network with VSP. They scammed me and led me to believe that VSP was in network. Only after the bill do they mention that VSP is out of network. This is a poor way to run a business. Never again. read more

This place has extremely rude and condescending staff. Larissa is extremely rude and unprofessional especially over the phone. Will not be coming back , go somewhere else. They staff does not greet you or welcome you into the store. They are reluctant to adjust your glasses and when doing so they don't do it at all just a small tightening. Collete was helpful in providing my return so this star goes to her. read more

I went to this place for my annual eye check-up with such bad luck that they made me wait more than an hour, and when it was my turn an assistant with a cigarette smell gave me the vision tests. The visual machines were dirty and sticky. When the test was over, they gave me an appointment to return because the optometrist found something in my eyes and the test had to be repeated, and when I returned everything behaved like that, including the test that was being repeated. According to the person who treated me, I had to do it for the third time. I asked if I had to pay for the same test and they told me yes. I will not return to this place for anything in the world, because the serving staff is despotic, poorly educated and has no hygiene habits. read more

I just picked up my glasses from this LensCrafters location. They have a wide variety of selection for frames and they disinfect all of the frames to keep you safe. The staff are all extremely friendly. I was helped by Paulette, Kim, and Larissa. They took the time to explain everything to me and made sure that I was happy with my purchase. I felt like they cared about me and that they were not just trying to get me to make a purchase. I am so glad I came to this location and I highly recommend visiting here if you are looking for new glasses! read more

Everyone was very welcoming. The manager was pleasant and helpful. The young lady I believe her name was Annette went out of her way to help us find eye glasses we liked. She was very patient,kind,and extremely helpful. Thank you all for a wonderful experience !! read more

Avoid this place. I had an appointment on 11/10 for a contacts fitting and PAID FOR contacts for them to order. I called them today, almost a week and a half later, to see if my contacts were in and they said an order was never placed. That makes no sense considering I was right in front of them when they were supposed to be placing the order and paid for the contacts. It's ridiculous that I'm a paying customer that needs to follow up with the sales people to DO THEIR JOB. It really can't be that difficult to place an order when the customer is right in front of them. Separately, the optometrist was nice so this is not a knock on her. This is a review of the store operations. Honestly, get your stuff together. read more

Lenscrafters, please please please explain to me like I'm a 2 year old why your prices are what they are. I'm willing to pay more for the convenience. I'm even willing to pay more to have my glasses in about an hour. I'm willing to pay more to go to your store and try frames on to my content. I'm also willing to pay more to buy from one of your skilled salespeople. I understand paying more because you include lifetime free adjustments. But not THAT much more. You are the largest eyewear retailer in the US and your prices are a full 4X higher than I can get on the Internet, prescription lenses included. I realize that you have high overhead. So do say......tire stores. But they are usually about 20-25% higher than tirerack.com for example. I am more than willing to pay more for the convenience. But if they were 400% more, I would probably change my own tires or at least find a better, more economical way. So please, Lenscrafters, explain to me why you are hundreds of dollars higher than just about every online retailer. If your explanation makes sense, I'm a customer for life. If not, I will continue to buy online line and spend the extra money on just about anything/everything else. read more

I gave a no star rating and here is why. I went to Lens Crafters in the Garden St Mall on March 23, 2021, because I lost my glasses. I asked if they could make a pair the same day as I needed them for distance. I walked into the store with my Dr prescription and they said they would do it but I had to wait, which was not a problem. So, about 2 hrs later they texted me my glasses were ready. I went into the store and the sales women fitted me with the glasses. She also took a picture on the IPad of the glasses on my face. While I was on vacation in November the screw came out of the arm. I went to ask if they could be fixed as I showed the employee the receipt. She tried to fix the glasses but told me they could not. I said are you going to give me a new pair then ? She stated no because you didn't buy them here. I said I have the receipt right here. How did I get a receipt if I didn't buy them here? She stated we don't sell that style here first of all, second these are reader glasses, and you paid for polarised lenses which they are not, and they are not the prescription we have on file. I said then how did I get these ? I said you have cameras of who comes in an out check the camera and you can plainly see I didn't walk in with a pair on my face, but I did wear what you made me out the door. They didn't respond to this request and the sales person constantly questioned my integrity by repeating over and over you didn't buy these here sir. Then the manager came over to talk with me and stated this should not have escalated this far. The manager Madeline Santiago checked my information and said if you did buy them here we would have hour picture. When she checked my photo came up with the glasses I had. She was surprised to see it and I said " see this is the frame because they come down lower on my face then the frame you have in your hand that you say you would have sold me. She stated your right, but the sides are cut off so it's hard to tell the marking. She asked me to come back on Friday after 230pm and she stated she would take care of it. On Friday, November 19th I met with Ms. Santiago and she stated we could not fix the glasses and we can't do anything about it because you didn't buy them here. AGAIN, MY integrity was taken into question. She kept repeating over and over Sir you didn't get them here and they would never make a mistake like this. I asked if she worked that day and she said no. I said then how could you say what did or didn't happen on the day I purchased the glasses. I said you saw the picture with the glasses on my face and changed her time from the prior day. I said yesterday you said they do look different then the glasses we have here. I then asked for the corporate headquarters and customer service. I said to Ms. Santiago that you questioned MY integrity but yours should be questioned as you sold me a readers frame and charged $225, I paid for a polarised lens which they were not, and and they were not even the correct prescription ! On Saturday, I explained my situation to customer service and the employee was very nice and apologetic. She stated a form will be sent by e mail and ask me to explain what happened. To date I have not received an email from customer service. read more

This review is around my experience with the two doctors at this location and their staff. Convenience. That's why I came here. My prior doctor is based out of NYC and my contacts lens have been ripping for the last 3 weeks and I needed a new pair ASAP. It would be my first and last visit at this location and maybe with LensCrafters too. I've walked into this store 5 times(unnecessarily) and all 5 times the front staff has delivered sub-par customer service. Not only do I find each individual to be hostile and unwilling to portray a personal interest in helping customers, they all were uninterested in their work. Resting your face on your hands and glazing into the air at your desk during working hours? What is that???? Answering my question with a snarky question. Are you 13 years old ??? There are other examples but I don't need to provide a list on this yelp review. If I were one of the doctors, I would be completed disappointed and embarrassed. As far as the entire eye check up process, personally, I thought Dr. Gonzalez was very thorough with me. Never felt rushed and she made me feel my concerns were her concerns. Never saw her after that. As far as the Dr.Eskow goes, he is good but I found his approach with my follow ups ( the "disaster " trial lens) could've have been better. Let me explain, my first trial lens ripped. I asked for another brand of lens (through his staff) in addition to what he recommended. His staff claimed he denied it. On my last visit, he was certain the contact lens were not the issue but rather the motion of removing my contact lens. Motion or not, I have dry eyes and I need as much as moisture as possible. I was not given a 2nd trial from another brand. I thought this was odd. If the 2nd trial from another brand would have cost more, who cares? I was willing to pay for comfort. Hands down. read more

I had a wonderful experience at this location. Not sure why are there so many negative reviews. I am glad I gave this place a try after a disappointing experience at the Greenwich Village location of LensCrafters 2 years ago. LC at Garden State Plaza made me change my opinion. Dr. Eskow was great during my eye exam, and the sales person was not pushy at all and gave me a good price on the pair of glasses I liked. Unlike at the other location, I wasn't pressed into getting mor expensive lenses, protection plan, etc. they offered, I kindly declined, that was it. Very professional. I will be back soon! read more

If you are lucky enough to encounter this review and take the time to read it and heed the advice set forth, you will likely 1) save yourself money, 2) save yourself time, 3) avoid unnecessary stress, 4) learn a thing or two, and most importantly 5) have a better experience than if you choose to purchase something from this store. I was going to write a longer review, but figured I wasn't going to give this place a second more of my time, so this review is specifically for the consumer and out of sheer principal. Here we go: 1. Frames and lenses are comprised of metal and plastic. It only costs around $25 to manufacture frames. Google it. 2. "But they said my lenses are polycarbonate." Yes, AKA plastic. 2. This company is owned by Luxottica. They charge so much because they can and in order to pay for manufacturing, distribution, leases for stores, employee wages, and licensing fees. 3. "Wait, what do you mean licensing fees?" When you buy a certain brand pair of eyeglasses at LensCrafters, you are not buying that brand, you are buying a Luxottica frame that has paid a fashion company, for instance Prada, to put their name on the frame. Google it. 4. The optometrists located at store locations are INDEPENDENT from the store. This review has nothing to do with them. The one here is actually amazing and is highly recommended. So what's the point of the above? It's to give you context as the online marketplaces and retailers continue to disrupt the luxury eyewear market and completely disintermediate this company's model. Have you ever seen what the base pricing is for lenses and frames at LensCrafter? If you paid regular price for a pair of single vision glasses you would be in the $500-$800 range. This disintermediation of the retail distribution approach to selling eyewear makes executive management stressed, which leads to stressed field executives, which leads to stressed in-store employees. What does that lead to? Crappy experiences like dishonesty, unethical sales techniques, anger, and a lot of complaints to corporate. I literally had an employee represent that they were the store manager. I then find out they were not, and when I tried to adjust a transaction as promised by that person the employee lied to my face since the manager didn't agree with the approach. Long story short, corporate was smart enough to do the right thing. Moral of the story: Remember, everyone is human, but you have a choice. Most would agree that if a company is going to charge over at least 4 times the cost of an online option, then they should provide the best service possible. See a frame? Check out Amazon, but finding a place to do the lenses at a reasonable price may be a challenge. Care more about the style than the name? Go check the web for a company that rhymes with Parby Warker. See a frame at LC and like it so much you don't care about price? Go for it, but your best served staying away from this one. read more

They told me, my glasses would be done in an hour. Ha! Bad enough it took an hour for them to serve me picking out my glasses and paying for them. They need to kill using skeleton crew and have more people working during daytime. Especially for how much they charge for the lense service. You would think they would be more on-point. read more

LensCrafters - Here I wait longer for my glasses that shouldve been done an hour ago... - Eyewear & Opticians Near Me - Paramus, New Jersey

This place always sucked but it's been years and I needed something convenient. I called to see about an appointment and also had some questions about sunglasses, glasses, and contacts. The woman was so so so rude it was nuts. She had this attitude like I was bothering her and when I said 'do you have appointments today and -' she cut me off and sighed and said call this number and started just rattling it off. I didn't even get to my other questions and she just kept repeating the number! Bitch bye. read more

Poor customer service. Definitely dependent on the time and day of the week you come here but, I would not come back here again.

Me, my wife, and my son just came back from Lens Crafters in Garden State Plaza mall to purchase three eye glasses. While we were waiting for about an hour to be helped, I can't help but noticed one sales rep not wearing her mask properly (nose not covered) and a customer being helped not wearing his mask. Needless to say we left the store. Store looked like virus Petri dish. read more

Avoid this location at all costs. The sales people that work for the Lens Crafters portion are rude, incompetent and unwilling to help. No one at this location smiles and they appear unhappy. One sales person was condescending, refused to make eye contact and said that she could not help even though she pulled up my account. The employees at the optometrist within this location at least attempted to help and were apologetic, however they too were not able to help due to not finding the right information in their system. I saw several unhappy customers including one who began yelling at the employees. If you're at Garden State Plaza walk past this location and find another. read more

I have been coming to this particular store on and off for a couple of years now and have always had a good experience. It's nearby, convenient and if you can go during the week it is not too crowded. The staff are friendly, professional and have great customer service. I only wish they had more of a selection of frames to choose from. read more

I usually come here for my yearly visits, while the optometrists are kind , the receptionists and associates are not very attentive or willing to help. It sucks because they are the first people you interact with. I walked into the store to have my frames fixed and stood at the counter directly in front of the receptionist and she didn't stop for a second to acknowledge me or ask if i needed anything. She knew i was there for a few minutes while another associate walked around her also not acknowledging me. Until i finally spoke up and asked where to be directed to. I also would not recommend getting the warranty here as there's no way to extend it and it only lasts one year . After spending a few hundred dollars between sunglasses, frames, and the lenses plus the insurance for both - I'd expect better service. read more

Had a great experience there today. Luis spent lots of time helping me select frames, and Patty did a very thorough job in fitting me for progressive lenses. They also accepted my EyeMed insurance, which saved me a substantial amount of money. I too don't understand all of the negative reviews. If anything goes wrong between now and when I receive my glasses, I'll be sure to post it. But everything has been fine so far. read more

It was a bit crowded when me and my girlfriend came here but they got us taken care of pretty fast. She brought in a pair of her classes that were broken and only had a piece or two of the glasses that she could salvage. She had the protection plan on the glasses and thank god for 25$ they were able to replace her glasses with a brand new pair even though she only had a piece of the glasses. They were quick and efficient and didn't give her any problems in replacing them. Only took an hour so we went and got something to eat. Get the protection plan cause even If you come in with just a lens and the nose piece and can pick out your old frames from what they have they honor it. read more

Walked in late Monday afternoon. I had purchased a pair of Oakley eyeglasses a few months back and was covered under warranty. There were only 2 sales associates - a male and a female. They were both busy tending to customers. It was clear the male associate was dealing with difficult customer at the time. Still, he went out of his way to greet me and inform me that he'd be with me Asap. I walked to the front desk where there were 2 additional staff members. They were not busy and talking to each other. I explained to them my situation and they instructed me to wait for one of the two sales associates. After 20 minutes of waiting a couple families came in. They were new customers. I know this because the lady sales associate greeting them and asked them what they needed. The lady sales associate finished up with her customer and to my shock instructed the male sales associate to assist the new customers who had walked in 20 minutes after me. She then sat down with the difficult customer who the male associate was tending to and started finalizing the sale with him. Bottom line--- they were more interested in the new customers (commission??) than me. Even though I was there for 20 minutes waiting before the new guests- the fact that they were purchasing new glasses and I was there to get mine fixed clearly was more important. At that point, having wasted a half hour of my time, I walked out. To hell with that place. read more

This place is always crowded and has only 2-3 staff members to take care of all the customers. Even for pick up you have to wait. The wait time is normally between 45 mins - 1hr. But the staff is knowledgeable and knows how to handle the customer once they attend you. We dropped in 2 times once to get the lenses in the frame of our choice and second to pick the eye glasses. Both the times we had to wait. They do have some good deals you might want to check. read more

After calling around all day trying to find a resonable priced eye exam and quick appointments, I called lens crafters at 4 oclock to see if by some miracle I could be squeezed in since my last pair of contacts ripped. John answered the phone and was able to squeeze me in as the last patient at 615. I was brought right in to see the doctor with my 1year old daughter in the stroller. The doctor did a quick but efficient eye exam and reccomended I try a new brand. I was hesitant but agreed to try if the price was right. So then I met John out front to order contacts and new glasses since my perscribtion changed. First we handled the contacts and showed me the prices which were average. But even was able to get me a $100 rebate! Then came the hard part. Trying to find new glasses! But John was absoultely wonderful. He could see how nervous and unable to make a decision I was having. Even offered to just change the lenses out on my old glasses since I loved them so much. Other places will normally say they cant do that! He also had no problem and actually had fun taking down most of the glasses for me to try on. Probably spent an hour alone trying to decide on the perfect glasses. John and some of the other girls working there played with my daughter when she started getting fussy so that I could keep try on glasses. Finally he helped me find and decide on glasses I never would have thought I would love! He even was able to help me out a bit with a discount which he totally did not need to do but ofcoarse was so appreciated! Within 30 minutes after finally deciding I had my new glasses on my face and adjusted perfectly! Even adjusted my old glasses to fit my face better so I had a back up. John is amazing and has fun doing his job which is a breath of fresh air! Thank you for all of your help today! read more

Just stay away. I got an Eye exam with these people told them that I wear contacts, but they never told me that eye exam for glasses is different from eye exam for contacts. now they want to do another eye exam and charge me again. this is the worst lens crafters I have been to. overpriced, and just trying to scam people for something extra. stay away. read more

Went to Totowa Lens Crafters: Overrated, over priced, took so long to pick out decent frames that wouldn't break the bank that I was told to pick them up the next day because they would not be ready. Over $900 for 2 pair of glasses plus the eye exam. NEVER AGAIN would I use Lens Crafters. Big over priced rip offs, understaffed and unprofessional. Pearl Vision was so much better and cheaper. Maddy Perruzzi read more

The glasses they made were not only bed, they were horrible. After five month of trying to fix them, we gave up and realized they just could not do it correctly. My vision worsened and we had to seek help somewhere else. They did glasses for a few of my friends who had the same bad experience and said to us - you should have checked with us before spending time and money in this place. I have to say, they are very polite but they will ruin your vision and will make no attempt to fix their terrible work. Makes me believe they just can not do it. read more

I love Dr. Eskow - he is one of the Eye Dr's affiliated with this lenscrafters. I highly recommend him!