"LENSCRAFTERS 30-DAY
So, if you're not completely happy with your purchase within the first 30 days, just let us know. We'll do whatever it takes to make it right."
The policy above is the reason I recently chose LensCrafters. I experienced this policy in Oceanside, CA. Much different experience in Tucson, AZ.
In late March of 2021 I purchased two pairs of glasses at LensCrafters located on Oracle, Tucson, AZ. I had just been diagnosed with my right eye close to needing cataract surgery. Once I received the first pair of new lenses I thought that cataract surgery was eminent. Luckily, I had ordered a second pair, Ray Ban, who provide their own high-quality lenses. Once I received the Ray Bans I could see clearly! What was the difference? Let me explain.
I was told by one of the staff that the quality of the Ray Ban lenses is superior to the first pair of lenses. The first pair of lenses were placed in LensCrafters' frames using lenses other than Ray Ban lenses. Now the story gets better.
After having the lenses in the first pair replaced twice with less than satisfactory results on Mother's Day 2021 I asked for a full refund. Jennifer, the store manager, after a half hour review could not duplicate the original sales receipt. She told me she did not have the codes to access the receipt. Then she told me that Amanda was the only one with the codes to access the original receipt. Jennifer told me that Amanda would call Monday. I waited all day Monday. After no call Monday, I called Tuesday, speaking to Jennifer, she told me she forgot to talk to Amanda. She then told me that Amanda would call me in a couple of hours. In the meantime I contacted corporate
LensCrafters. In summary, LensCrafters corporate could not find the original sales receipt. Finally, on Wednesday at 5 PM and then at 7 PM Amanda called with the information needed to refund the cost for the original frame and lenses.
Computers were the problem I was told. To allow their system to work each time the lenses were remade the clerk had to dummy the computer system. In one case the clerk told the system that I had received a partial refund put back on my credit card. Therefore, after visiting the store three times for lenses that did not work I had to bring Amanda my credit card so she could refund my full purchase. I have to wonder, how was it that the clerk could dummy the computer system telling it (Amanda confirmed this in the telephone calls Wednesday) that it had refunded a portion of the sale, yet I needed to bring the credit card to the store to get my refund?
Trust me, I believe that some blame falls on corporate. Hearing the clerks in the store telling customers, "Sorry, I wish the computers were faster" or having employees, like Jennifer, that seem troubled to do what she promises to do in total makes it hard for them to stand behind LensCrafters' 30-day policy as quoted above. Fortunately, I have other choices. My concern is the population that LensCrafters serves which is their only choice. I can only imagine that if I had only purchased that first pair of lenses how I would have gone screaming into my primary care physician asking for an immediate referral to an ophthalmologist for cataract surgery.
Had LensCrafters' followed their 30-day policy I would have:
· Had my refund on Mother's Day
· Would have had a call from Amanda on Monday
· Jennifer would have apologized for the inconvenience
· Corporate would give/require local stores to have the most up to date computer systems
· All employees would have the ability to refund or close the store on days when management is off.
If LensCrafters is your only choice, I strongly recommend that when purchasing lenses from LensCrafters and receiving lenses that blur your vision order a second pair somewhere else. If you have other choices go elsewhere! I know that I have made my last trip to LensCrafters.
Please see the email from LensCrafters corporate admitting that they could not find the original receipt:
"Hello Gerald,
Thank you for contacting LensCrafters!
We have received your refund inquiry but it looks like we are missing some information. If you have a copy of your return receipt, please attach it as a document and we can look into this further.
Again, thank you for contacting LensCrafters.
Best Regards,
Maggie T
LensCrafters Customer Service" read more
