I am writing to express my deep disappointment with the service I received at LensCrafters in Willow Bend Mall. and this has been one of the most frustrating customer service experiences I have ever had. I had to return to the store five separate times because of repeated mistakes with the measurements for my progressive and Transitions lenses. Despite multiple visits, the issues were never resolved correctly. What made this experience even more difficult is that I have mobility challenges. Every visit required a great deal of physical effort from both me and my husband, who had to push my wheelchair just so we could return to the store and clarify the ongoing problems. This was physically exhausting and emotionally draining. Most of the problems began with Kimberly. She made repeated errors from the start and recommended polarized lenses without taking the time to properly review whether they were appropriate for my vision needs. I trusted her professional advice, believing she had carefully considered what was best for my eyes. When Connie became involved, I hoped the situation would finally be corrected. Unfortunately, the measurements and service were still not accurate, and the problems continued. Throughout this process, my husband had to take on the responsibility of carefully reviewing every detail, asking repeated questions, and making sure everything was correct because we had lost confidence in the accuracy of the work being performed. In addition, I was disappointed by the way Kimberly spoke to my husband. Her attitude was unprofessional and discourteous, which only added to an already stressful situation. In the end, we accepted a full refund because the problems were never resolved. While we appreciate receiving our money back, it does not make up for the time, physical effort, stress, and inconvenience we endured over the course of five visits. We invested significant time and energy trying to resolve these issues, only to leave without a satisfactory outcome. I hope this complaint is taken seriously and used to improve the quality of care, professionalism, and attention to detail provided to future customers. No customer should have to experience what we went through. read more

I came in today because I had a minor issue with my glasses. I met with José and he was able to fix my glasses free of charge. Will definitely be back! read more

This was by far the most disgusting, disrespectful, and blatantly racist experience I have ever had in my life. I walked into this place and was completely ignored like I didn't even exist. Not a single employee acknowledged me, greeted me, or offered any help for the entire 15 minutes I was there. It was beyond obvious that this was intentional. The level of unprofessionalism and prejudice in this store is shocking. They looked right at me and chose to pretend I was invisible. I have never felt so unwelcome and disrespected as a customer. This is not just bad service, it is unacceptable behavior that should not be tolerated anywhere. I strongly warn everyone to stay away from this place unless you want to be treated with complete disregard and disrespect. Absolutely the worst customer service experience imaginable. read more

Took my badly bent glasses into the store and they did a wonderful job of repairing them for me while I waited. Thanks!

The manager at this location-- Connie or Kimberly-- can't remember who was who but one of the women was screaming at the other woman for making a very simple mistake. She was being completely inappropriate, aggressive, and demeaning to her employee. Was incredibly unprofessional and awkward to see and hear. No one should be yelled at for making a mistake. read more

Other than the 2 young ladies who checked me into my eye exam appointment, everyone at this LensCrafters location needs some serious serious customer service training. Dr Patel walked in the exam room and said "How can I help you?" As if she had no idea why someone would be sitting in an eye exam room. She never once said hello, good morning, how are you today, nothing. The entire exam with her was very cold and transactional. After I received my glasses prescription, I went next door and spent a lot of money on the new Ray Ban Meta glasses. Unsurprisingly, no one on the glasses side of the store was friendly either. Again, very cold and transactional. I finally received a text that my glasses were ready. When I went to pick them up, I walked in and the first thing shouted to me was "Just give me a minute, I need to log in!" WOW... No hello, no be with you in just a moment. Need I say more? I wear glasses and contacts. I order new glasses every single year and I order contacts all year long. I would have spent a lot of money here over the years and even recommended my family and friends had the staff had an ounce of customer service. This was my first and last time at this location. I'd avoid this location at all costs if common courtesy is important to you. Love my Meta glasses, but wish I would have spent my time and money elsewhere. read more

My glasses needed attention and Lens Crafters in The Shops at Willow Bend gave me quick, thorough and friendly service. This was no high dollar job, but I was well treated as if I were buying out the store. I highly recommend them. read more

A $500 Bulgari pair of glasses came lose on its own... where the frame is attached by glue... only 2 years old... the store refused to rapid or replace... the store manager was kaki and rude... we have been customers there for at least 15 years... the last 3 years, new management in all the times.... services is down drastically! read more

LensCrafters - 2 years olm-barely used... $500 Bulgari frame came lose... Lenscrafts refused to take care of... Store manager was rude after 15+ years - Eyewear & Opticians Near Me - Plano, Texas

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I have never been disappointed with their services. Pam is very pleasant and professional. Highly recommended . read more

Lenscrafters has struggled with delivering glasses with progressive lenses my last 2 orders. It took over a month the first time at the beginning of 2024. It took so long that I canceled the order because I was moving out of state. Fast forward 2 months to my new location and same damn thing. No glasses 22 days after my new order with lenscrafters. I will never do business with Luxottica every again. It's extremely frustrating . read more

When I bought my current glasses, I was encouraged to get their year-long "protection " plan. At that time, the service person said, with the plan, all I had to do was bring them in if they get scratched, and they would take care of it free. I find out, three months later, when I got a small scratch, there would be a $30 cost to do what they had promised for free. So, it turns out they'll sell you a guarantee that means nothing. I will never buy anything from them again. The glasses and frames are fine. I just object to their business practices. read more

I stopped in LensCrafters while in the mall. I had misplaced my prescription sunglasses, and thought I'd see what they had. Brandy was amazing!!! She was so friendly and knowledgeable about the products and insurance. It took about 20 minutes to find and order my glasses. I won't go anywhere else. read more

Firewheel location manager not helpful at all. I had a family emergency and needed to leave out of town early by the 13th day from the original purchase day of order. And it will be 13 days and still no glasses. I will have to leave without them and have bad vision with old glasses because she was not able to help or go the extra way to help a customer in need. . She wouldn't even call the lab or any other stores to see if they had the lenses and see if she can even expedite it. It is a basic single vision prescription. Will not go there again or recommend anyone to go there either. Very disappointed is quality and service of company. They just want your money and don't give care. Only concerned about end of the day goals and numbers. Nothing else. read more

Horrible service today. No one wants to help me. She doesn't know anything about glasses and keeps offering to help everyone but me.

Poor service. Got two pairs here. First time said it was ready when it was not. Came back again to find only one was ready. Came back again to wait for half hour to be told that it will take another one hour to make them fit the frame. During this process no help and no communication. read more

Kris the assistant manager was very helpful when I stopped in this week. Excellent customer service and a wide variety of glasses. I was in and out in an hour all thanks to Kris. read more

After two other eyewear stores were unable to repair my eyeglass lens that was detached, one of these eyewear stores suggested I try Lens Crafters in Willow Bend Mall! Should have gone there first. The staff at Lens Crafters were friendly, accommodating, and my eyeglasses were repaired in a few minutes and with no charge. read more

I went in because I saw that there was a discount going on of 50% off with a frames purchase so I went in because I've had my glasses for over 6 years and I thought that it was time for a change. I came across these beautiful Burberry glasses and when I put them on, my gf said that I looked "smart and more mature looking." Of course that made me feel great about myself so I inquired as to the price and if my Aetna insurance covered some of the cost. It covered all of my lens fees, I would just have to pay the cost of the frames. It turned out that my insurance would save me a lot more than if I used their promotional discount! They told me to go next door to schedule an appointment with the eye doctor and they placed my frames on hold. They also raved about how amazing they were next door. So we walked inside and were met with friendly faces and scheduled an appointment for the next available, earliest time, Monday at 10 am since it was a Friday almost at closing time. Monday morning, I get there, the front desk lady was nice and liked my name, Ace, and we chatted about it and she was very helpful when it came to filling out the paperwork. I go in, do standard letter readings, and I get my eyes dilated. Eye exam was only $42 after insurance. Blurry for a few hours but I had nothing else to do that day but wait. I decided to go back and purchase the Burberry frames that I wanted and check how much it would cost for some prescription RayBan wayfarer sunglasses. It took 2 hours to finish my lenses but it was worth the wait! I was super excited, too. All in all, it was only $400 for my glasses and my sunglasses. Incredible! I was so pleased with the lady that helped me check out my glasses, she was funny and pleasant to talk to. I will definitely come back, the staff here could get backed up, but at least you know they are providing excellent customer service! read more

I haven't been to the eye doctor in about 4 years... and my eyes were bothering me like crazy so I finally gave in and scheduled an appointment. The receptionist was great with working with me on the best time and even with calling just a few days before my appointment... their schedule seemed pretty open. She cleared my insurance for me and I was good to go. I came in 15 minutes early, filled out the necessary paperwork, and I was seen right on time. Dr. Chait examined me and she was very pleasant. Fun, funny, and she made me feel comfortable with answering all my questions and concerns. The appointment didn't take long at all that I decided to go next door to look at glasses. Edith helped me out with looking at frames that I liked but also giving me tips on what would look best on me. She wasn't pushy and definitely saved me so much time in picking out a pair! I ordered a pair of Ralph Lauren's and she gave me an estimate of 7-10 business days that they will be ready. Not even 7 business days, I can get a phone call saying they are ready. An employee made sure I tried them on and she even made some small adjustments so that my glasses stay put on my face. I will continue to visit them in the future for all my eye needs! read more

2.0 star rating 2/7/2016 Overpriced with poor service, if you can get any. Don't go in without appointment-typically 5+ customers for every agent. If you like higher priced frames, they have a good selection but difficult to get someone to wait on you. About 20% higher in price than similar stores and 33%+ higher than one line sites. read more

First off, I didn't actually get my glasses here. I had already purchased them from an online source, but needed my Pupillary Distance measurement before the online company could complete my order. I called Lens Crafters and explained the issue to them and they were nice and helped me out. No guilt about not buying from them, no lectures, just great customer service from friendly people. For me, customer service is 90% of why I shop where I shop. It may be a while before I need glasses again, but they are getting my business next go-round. read more

Service is rare in today's retail chain world. So on the rare occasion you receive superior customer service you give a high five. I went in for a replacement of a nose piece. Repair done in 5 minutes and Chris even cleaned my lens. When I asked how much do I owe you? he said No charge!!! I did not even get the frames there only the lens. I wasn't even asked ....it was just about the service. I ended up purchasing some travel cleaning products. JOB well done Chris!!! read more

Best customer service I ever experienced. Extremely helpful and friendly broke lense off the frame they repaired the frame for free now I go there for everything eye glass & sun glass related read more

Great staff and excellent customer service! I'll be back! The frame selection was wonderful!

I was shopping the mall and my eyes were very dry. I stopped in for some help and the entire team was friendly and helpful. Will definitely be back for my next exam read more

LensCrafters were kind to adjust my glasses perfectly even though I hadn't purchased them there. And their selection of frames is great. I'll make them my next eyeglasses store! read more

Liz the manager was the best in fixing and explaining my new glasses ..had some minor problems and she even took the time to check my eye script , and even checked it on my old glasses ...she made sure everything was precise.... Thanks Liz ... Richard Wilson read more

I loved the customer service I received tonight for getting my first pair of glasses. The lady in the store helped me with picking the right glasses, she patiently waited until I narrow down my decision after a lot of try ons. Finally they could make my lense in 30 minutes! She alao explained clearly all my insurance options and benefits for me! Definitely a great place to get glasses. read more

Excellent customer service! You might have to wait a bit depending on what day/time you arrive, but its worth it!

This is my favorite LensCrafters! They are always very helpful, and adjust my glasses promptly and correctly. The manager is the sweetest woman and I can be in and out in less than 10 minutes. I highly recommend going here! read more

Very pricey. It's good if you're in a rush, however more complicated prescriptions take a while anyways. I really think some of these review are very personal and specific to people. I always read all the filtered and unfiltered reviews on Yelp before I make my decision about a business. Many times I have been to places where I absolutely loved and later was surprised to see terrible reviews for them. So, I try to read all the reviews with a grain of salt. read more

Went into the Willow Bend location prepared to spend at least $800 on two Prada frames. I stood around for about 15 minutes and was completely ignored. Granted they were a little busier, but a simple greeting would've gone a long way. I felt very disregarded. Will definitely NOT return to this location. read more

I am new to Lens Crafters and saw online that I was able to get up to 50% off on frames with the purchase of the lenses and WOW! Talk about the BEST selection of frames, for all types/ages/prices. This is by far the best place to go for quality service. I saw it online this morning and was able to see the Optometrist , then pick out my frames and now I am wearing my new Prada Glasses and can actually see, not to mention they are always up to date on the newest styles of glasses but also keep a few of the classic styles! I CANNOT BELIEVE HOW MUCH OF A DIFFRENCE THIS HAS MADE IN MY LIFE and looks!!!! I am so happy with the service and how I can look at my computer without my eyes hurting and I can actually see now!!!! its AMAZING! read more

This is a story that highlights the importance of customer service. I would have taken my business elsewhere if not for the manager Liz. Lenscrafters had bungled 2 out of 3 of my orders. First, the off-site lab had cut the lenses too small so I had to wait an additional 3-4 days to get my glasses. This was not the store's fault, but the vendor's fault, but it was still an inconvenience. Then, for another pair, the store had forgotten to submit my order so instead of a 24-hour turnaround time, I had to wait an additional few days again. Throughout the whole experience, however, Liz was great about being communicative, honest and apologetic. If it wasn't for her professionalism, I would've asked for a full refund and gone to another optical. Liz demonstrates that even though problems may happen, she is committed to resolving them for the customer. read more

I live in a smallish town in West Texas and went in to get new glasses at this location. I got new glasses and sunglasses about 6 days before my wedding. They said they would be ready that day (amazing because I ALWAYS have to wait - I'm blind and they usually have to special order, but I digress) but when I went to pick them up, I couldn't see out of them. Things weren't sharp and it was giving me a headache trying to focus. The manager asked that I wear them for 24hrs to see if my eyes adjusted and to call her if not. The next day I called and she offered to set me up with the eye doctor next door to get a second opinion on my prescription. She set me up an appointment and then offered to reimburse me the cost to make sure everything was right this time. They re-did both glasses in an hour and I was good to go! I really appreciated the manager helping to make the situation right even though the fault was of my small-town eye doctor for messing up my prescription. I highly recommend this place - all of the staff is wonderful!! read more