Sonja was pleasant and friendly. She replaced my nose pads for my glasses competently and efficiently. She deserves a raise!

The last few weeks have gone beyond poor, beyond inexcusable, and straight into farcical. At times, I wondered if this was some kind of performance art piece about the futility of customer expectations, because surely no real company could fumble this badly by accident. I went in on 4/28 for an eye exam and to order glasses, since mine had broken and I enjoy being able to see. The exam itself went well. Credit to the doctor, who was one of the few positives. I paid for my new glasses and was told they'd be ready in 5-7 business days. Naturally, they weren't. I checked in on 5/7 and was told 5/9. On 5/9, that moved to 5/12. Then 5/16. Then, split dates for two pairs: 5/20 and 5/23. At that point, I asked for my prescription so I could shop elsewhere. They said it would be emailed that day. It was not. I had to go in person to retrieve it, because apparently that's how prescriptions travel now. On 5/20, I called again. Now I was told 5/27, due to an issue at the lab, the glasses broke during manufacturing, which honestly just felt thematically appropriate. The person I spoke to was genuinely empathetic, and she stands out as a rare highlight. I wish I'd gotten her name so I could recommend her. On 5/29, I called yet again. Still not ready, but I was promised a call from the store manager after her conference call. Never got it. I did get a call the next day though, which in LensCrafters time probably counts as early. Today is 5/30. I've been refunded, thankfully. What started as a 5-7 business day promise turned into a month-long mess. Meanwhile, I ordered glasses elsewhere on 5/17. Despite giving LensCrafters a two-week head start, those arrived first. It was on time, and with no added nonsense. I've worked in the service industry for over a decade. Mistakes happen. This, however, felt like watching a relay race where every runner drops the baton and then forgets which direction to run. The staff were mostly polite, but no amount of courtesy fixes a process this broken. Oh, and that prescription email? Still waiting. But hey, at least I gained a new hobby: collecting missed delivery dates. read more

The manager a hispanic lady at 11160 Veirs Mill Rd Wheaton, MD 20902 United States came to get a drink from Kokee Tea and didn't like the drink because it wasn't a certain color and already drank half of it asked for a refund or another drink but it was already 2 hours after she got it and was halfway done and got upset and proceeded to throw the drink at us and ran off. I'm so disappointed in the people you've decided to make manager, not only was she an old women and were 18 year olds but the amount of disrespect we got. We have recording as well. read more

Can't give zero stars but terrible service and employee assistance. Unclear information about fees versus insurance coverage and disposed of a copy of my personally identifiable information in common trash...retraining needed; unacceptable poor service. Will never go here or any LensCrafters again! read more

Horrible business, sent me a text saying my glasses were ready. Called ti confirm what time they close as I was at work. They said they close at 7pm so I left work early to get there on time. I got there at 6:30pm and the had already closed. Next day came in at time they open( website and maps said they open at 9am) I purposely was late fir work just so I can get my glasses. When I got there they weee not opened. Who ever manages this location is a horrible manager. read more

So I went to this location two days ago to fill the prescription for my glasses, and the total came up to $485 dollars. The woman in the photo told me that because I was getting Ray Ban frames, I would have to(not optional) get special made Ray Ban lenses as well. She specially said that Ray Bans and Annie Oakley are the only brands that did not have the option of generic or custom. She basically said if I wanted the Ray Bans then I would be getting custom lenses or a different brand. Looking back, it was kinda odd that of all the brands they carry, the only one I wanted had this rigid requirement. Okay, whatever that's the policy, I wanted the glasses, fine. I paid it. The problem that arise is that two days later, I went back with my sister because she needed to get glasses as well. And surprise, she decided to get Ray Bans as well. Now this time, she had a different sales person than I did, but this time the woman asked her if she preferred the custom brand lenses or their generic store lenses. I'm like hold up pause, two days ago I was told that since I was getting Ray Bans my only option was custom lenses. So I'm asking her why this option is available now when is wasn't available two days ago. I ask to speak to the manager and they bring over the lying theif in the picture. So I ask her why she told me I didn't have an option with my lenses and why she told me I had to get the custom lenses. I even reminded her that she told me that with Ray Bans and Annie Oakley, I had to get custom lenses(NOT OPTIONAL). Her response to me was, oh I didn't know I must have gotten my information wrong. So I'm like no no no, you're the assistant manager, that's not a good enough lie, try again. I thought it was unfortunate that the only lenses I wanted were the only ones that didn't have a generic option, but after finding out that it does, I won't believe that the only brand you mistakenly got wrong is the only brand I wanted. She is a crook and a thief, and she lied about my options so she could guarantee herself a commission bonus. And to be clear my issue isn't that I didn't want the custom brand lenses it's about the fact that she lied about there even being another option. I just wonder how many other people she did this too, and who didn't realize they'd been lied to and cheated because this greedy Karen wanted to pad her commission check. Long story short, I got a full refund and my sister and I will be spending our $480 somewhere else. I just caution you, if this woman attempts to help you, get a second opinion. This lady is a crook and a thief!!! All she care about is upselling you to pad her commission, and she goes as far as lying out right!!! It can be annoying when sales people try to up sell you, but at least you always have the option to say no. However, the woman in the picture did not up sell me, she flat out lied to me about the options available so she could charge me more for my lenses. This year has been hard for everyone Karen, SHAME ON YOU for robbing your costumers to make up your income. read more

LensCrafters - Genie Nicholas, the assistant manager aka the liar and the thief!!! - Eyewear & Opticians Near Me - Wheaton, Maryland

I should have read the reviews first. Ordered glasses. Never heard from them. Stopped by, then called. Ass't Mgr. 'Found' them but said " we texted and emailed you ". The phone number on file was wrong and not mine. And no additional emails are in my boxes. I read more

My glasses were told they would be ready in an hour. They were not ready as soon as I came back. I was told they called and left a voicemail. They would be ready in two hours. A female staff member in tears told me the reason my glasses were not done was because there is too much drama as I was leaving the restroom. HR protected management that fired staff based on the color of their skin and also kicked out customers. She said something about YouTube. I said I have to go. I came back the following day to pic up my glasses. I'll be going somewhere else in the future. read more

Ordering the lenses was fine but just try finding the lab open at a convenient time during the week to fit the lenses into my frames was a real challenge. Wednesday after 6? Nope. Saturday during business hours? No, again. I'm being generous with a "3" here. I've always gotten my glasses/lenses here and was generally happy with the service, but this time, not so much. read more

Stay away. Store lacks good customer service, and charges way too much for defective products. The reason they try to sell warranties is because you will end up using it. You can't even get through to corporate to express your concerns. I will be finding another place to get my glasses done. read more

I had a great experience here! My glasses were ready in an hour. They faxed over my exam from a different place and they got all my prescription information. This place wasn't super busy. Maybe 3 other people but it goes between busy and not frequently. I picked out some really expensive glasses (thank God for insurance!) with the help of an associate who was really lovely to me! read more

LensCrafters - Eyewear & Opticians Near Me - Wheaton, Maryland

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I stopped by this location to possibly purchase a pair of eyeglasses that I saw advertised online by LensCrafters. My entire experience in this store was a nightmare! Not only did the sales representative have a negative attitude, she did not seem to want to help me with my eye glass selection process. When I asked her about the particular frames that I wanted; she said,"If you don't see them, we don't have them." At that point, I knew she was either having a rough day or could care less about supporting me with my purchase. I decided to leave the store and contact another LensCrafters. Upon contacting the LensCrafters in Columbia, MD by telephone, I was greeted by a polite sales representative that took down the eyeglass model number that I was looking for as well as my contact information. He encouraged me to stop by the store and that he would be glad to help me. Needless to say, I will be headed to the Columbia, MD store this evening. If you are serious about purchasing a pair of eyeglasses from the Wheaton MD LensCrafters, I strongly recommend that you select another store. My experience today lets me know this store needs to do some employee training in customer service. read more

Highly recommend this LensCrafters for their excellent selection of frames and the professional yet personal service. Alexia and Jean were so friendly and helpful in helping me find the right frames. read more

Dr. Glenn is great, very thorough and answered all my questions. However, my experience in purchasing glasses was extremely frustrating. I called to see if my glasses were done and the gentleman said they were, and I confirmed I could pick them up in an hour or so. I get there and apparently the lenses came in but didn't pass their inspection so they had to re-order them. He didn't think to actually check to see if my glasses were ready??? No one thought to call and tell me they had to re-order the lense???? I wasted an hour of my time to drive over there to NOT get my glasses that they said were ready. So now I have to wait another week. The last time I ordered glasses from them, the same thing happened. Maybe they need to get a new lab to make the lenses and staff who respect their customer's time. Will not be going back here again, ever. read more

Very fast and professional.went to get my glasses straightened and clean for free. Lady was helpful, very friendly and fast. Will go back!!

Horrible avoid at all cost terrible customer service inflated prices on glasses unprofessional staff I could go on. It took over 30 days for my glasses to be ready and if I didn't call for status I never would known they were ready for pick up. Don't call the store they'll put you on hold and never return how do they keep their jobs. This Lens Crafter is the worst I regret going there. Spend your money elsewhere you deserve better treatment. read more

I think my first prescription from this store was in 2014 or 2015. I got a frame that I love and still have. I didn't return in 2016 after getting some aggressive calls from some rude person who'd scheduled an exam for me without my request. I went to another optician but later returned to this store to see Dr. Glenn, whom I'd previously seen at the now closed White Flint store. I'm officially done now, as clearly they really think people are stupid and will insult our intelligence. Last night I went in to have stems adjusted on my current prescription which was written in November 2019. As Genie was assisting me, I asked about having the same prescription filled on the older frame mentioned above, that I'd also gotten from their store. She verified that the prescription was good until November 2021 and stepped away to ask the technicians about cutting the lenses. She returned to explain that they wouldn't be able to use the frame, because over time the lenses would bulge out due to changes in the frame's condition. The frame is intact and undamaged. It's actually a large durable frame with deep crevices and designed to be flexible. Anyhow, she demonstrated how the existing 6 year old lenses in the frame were now slipping away from the frame. I thought it sounded bogus and told her that this explanation seemed like a way to compel a new frame purchase. She responded "oh you're cute." Seemed a bit condescending, but I told her that I'm actually not stupid. So, I looked at a new frame that is similar to my old one. I noted that I'd return after the new year to purchase another pair with my 2021 insurance benefits. I then left the store to visit other shops. Before leaving the mall, I returned to LensCrafters to request a copy of my current prescription, which I didn't recall having in my files. I'd been doing this for years to note how much my vision changes between optical visits. I know that over the past 10 years, the adjustments in my lens strength have been negligible. Dr. Glenn happened to be in the store and she provided me with a copy. This morning I noticed that the prescription expiration date was November 2020 (vice 2021, as I'd been told) and was annotated "extended to 1-31-21". I called the store to ask for an explanation of the discrepancy between what I had been told and what was written. The technician returned to the phone to explain that a 2 year prescription can be changed if the doctor has some concerns that could require a follow-up exam. I told her that this was the first time any "concern" about my vision had been noted to me. Though it might not be unethical, it seems sneaky and just didn't sit well with me. As with the old frames that "can't be fitted with the current prescription", this seems like a ploy to get another expenditure, this time on an appointment and an entirely new prescription. I don't feel this is necessary as I've not experienced any change in my visual acuity one year into a 2 year prescription which has been serving me well. When I had this exam last year, I purchased two pairs of progressive lenses "for dominant hand", and one with the coatings. In addition to my insurance, I paid approximately $1500 out-of-pocket to get both of these pairs. Until today, I was willing to return and spend more to get more. However, I think I've had enough with this store. read more

I will never go back to this place I have been back-and-forth with LensCrafters for the last two months because they just couldn't seem to get my prescription correct. In the last two months I have been there a total of six times to the point where I had to go to America's best and pay out-of-pocket for a brand-new eye exam and then take the prescription back to them finally I will say my glasses are correct but they lost a customer. The part that makes it worse is they tried to blame it on me that their prescription wasn't correct... Also they wouldn't release my benefits and thats why I had to pay out of pocket. read more

Very simply: Don't go. Especially don't go if you expect good, appropriate customer service. They have no problem scheduling people on top of you, walking away from you mid-sentence, making you wait, and wait, and wait... The first script was so poorly done - we had to return another day to have the whole exam repeated. The first script and the second (done by two different drs.) produced vastly different results. Then - their lab equipment broke; rather than informing us, and giving us the choice to go elsewhere - they just held it hostage for days. Very rude, very unprofessional, definitely NOT worth the price. read more

Our whole family goes to Dr. Glenn too, and we've been with her for about 20 years or so - We LOVE her! I first went to her to correct a prescription I got at another place, and she gave a very thorough examination - beautiful sight after. She'll stay with you/ensure that your prescription is right and good for you - (she considers the person and their habits/inclinations too). To explain more: one time she was out and another assoc, not a doc, suggested that I should have harder contacts, and she spoke to me (and to her) - I have astigmatism, and I wanted something that I didn't have to worry about as I took my scouts camping; so, we got the kind of lenses that could be washed in water - I loved them (as I was often in areas w/o bathrooms, and getting little sticks/brush in face). They were perfect for me. Another time, my prescription was perfect for looking "out/long distance"; but I found that I couldn't read street signs close - there was something wrong with prescription alignment in the glasses; and whoever was at fault, lensecrafters changed the prescription at no cost, and right away: Perfect. We're happy with her, and her staff (yes sometimes there's a wait and staff may get touchy if people if it's been particularly busy day); but to get the right prescription, and to know that you have Dr. Glenn backing you up - it's worth it. Note: On particularly busy days, I catch up on PEOPLE magazine :D! We appreciate Dr, Donna Glenn and her staff... although I do wish that she was still closer to White Flint... then again, when in Wheaton, one can pick up really good ethnic food of choice &/or go to the Mall and knock two birds... as the saying goes (I prefer getting GOOD food :)! read more

Dr. Glenn is the best! This review is for Dr. Glenn, who's office is in the Wheaton Mall LensCrafters, but not for the LensCrafters itself. I've been wearing glasses for 20+ years and have seen many eye doctors across the country and Dr. Glenn is the best one yet. She's very friendly, knowledgeable, professional, and has the most up-to-date tech in her office. She's very easy to talk to about any concerns you might have, and never pushes for prescriptions you don't need. Her office also takes weekend appointments, which is very convenient. read more

I went to Dr. Glenn, and she seemed fine, she was nice. She asked me to come back in for a second visit though because I was changing contact lens brand, even though I've worn contacts for 20 years and my eyes are healthy. I decided to just go back and ask to pick up my prescription because I couldn't find a time for an appointment, but the receptionist was rude and would not give me my prescription. She seemed to be rude to everyone she interacted with as well. I called again and it was no big deal - a different receptionist told me to just drop by and pick it up. I also tried to order my glasses there, and couldn't get anyone to help me on two different occasions, so I just ended up leaving. read more

I've been going to Dr. Glenn for 13 years - both in her new location (Wheaton) and in her previous location (White Flint). She and her associates are great - very professional, knowledgeable, and up to speed on the latest techniques and developments. Her staff has always been helpful and efficient. Highly recommend. read more

i am changing my review. i have called 16..16 times and no one has answered in the optometry department. wtf the main store keeps transfer me but no one answer. i am trying to get in touch. totally unprofessional read more

Terrible service. The receptionist was rude and lackadaisical in getting a prescription faxed from another office. She had to e asked twice as a reminder in a 30 minute time frame. The staff member who worked with me was inexperienced, unprofessional, and chewed gym with an open mouth the entire time she was helping me. They also neglected to tell me that my glasses would need to be ordered and watched me wait for an hour and a half before telling me. read more

They are awful. The glasses I liked had a problem with the hinge, but I was told it could be fixed. I bought the glasses, then the only solution they offered was to heat and bend the arm in! I took the glasses but couldn't keep them on my face because they fell off repeatedly. I brought them back to return them. Although I had my receipt, they would not told me she didn't like the ones I had picked, yet she did nothing to help me find any she approved of. read more

It's very important to separate any experience from Lenscrafters with that of Dr. Glenn! Lenscrafters is a huge national chain. Dr. Glenn is an independent business who works from the back of the Lenscrafters space. She and her staff are exceptional. I expect that the bad and rude reception might be from the front of the business which is NOT Dr. Glenn. Just go to the back, where her offices are, and you will be happy and well-treated. Dr. Glenn is truly an expert -she has top equipment for seeing any problems, and spends time with you to explain any issues. read more

We have been coming here for our glasses for the past 12 years. We have our own eye doctor so we only use LensCrafters to purchase eye glasses. They are very busy on weekends and the employees are friendly. I wear progressive lenses and they have always done a great job manufacturing my lenses and meeting my doctor's prescription. The store is clean and they have a good selection of eyeglasses. After you purchase your glasses, They will clean your LensCrafters glasses free of charge, though they do not perform repairs. read more

LensCrafters - Eyewear & Opticians Near Me - Wheaton, Maryland

I almost did not come here because of the previous review, but I have to say the service Lyn have me this evening was excellent. She was courteous, attentive, made suggestions, listened to my likes and dislikes...we will see how it goes with picking up my glasses but I am very satisfied with the ordering experience. read more

I've used this store twice in the past 2 years- both times they were under-staffed resulting in some wait time. This time, one of the younger associates insisted he would not process my glasses since it was required law (or lens crafter policy- he was unsure about the distinction) for external prescriptions to have an expiration date on them even though mine (from a reputable local optometrist) was less than 2 years old, which is pretty standard for regular eyeglasses for older people. I asked to see a written policy stating they wouldn't use external prescriptions without an expiration date- within a few minutes, an older, presumably wiser associate came by and helpfully processed my glasses. Be aware. Not sure what they were trying to do- possibly sell customers on getting in-store prescriptions? read more

Dr. Glenn has been my eye doctor for over 10 years, I followed her over from the Rockville location. She has been fantastic not only for my needs but those of my kids and husband as well. I find the cost of LensCrafters to be way too high so I take my prescription to Costco after my exam with Dr. Glenn and get my classes there. read more

Terrible service. Waited a half hour for clerk to finish with a customer who had already been there. We waited while the clerk and another employee discussed personal topics. So I got tired of waiting and left. read more

Do NOT use this location. They ruined a $600 pair of lenses during a routine adjustment of the frame. The manager LIED about causing the damage and refused to take any responsibility. TERRIBLE business practice. read more

Longest wait ever for glasses and really in attentive front desk staff in the glasses section.

I've been taking my kids to Dr. Glenn for about 8 years, both at the old location in Rockville and now in Wheaton. Dr. Glenn herself is friendly, caring, and informative, She's great with kids and all around one of the best health practitioners I have dealt with. We have had no problems with her reception staff. The LensCrafters store she is currently associated with is fine. In my experience they have been friendly, attentive, and happy to do minor fixes to our glasses at no charge, without requiring proof that we bought our glasses there. We did have a minor problem at our last visit, when new glasses were not ready as soon as they had said they would be, but the staff was appropriately apologetic. read more

Wonderful experience with Dr. Glenn at Wheaton Plaza, and will return to her for care in future. I then spent almost 45 minutes selecting frames in the Lenscrafters store. They fit very well. Very attentive employee took eye measurements and submitted my order. Returned today to pick up the glasses and found they did not fit at all - off by at least 1/4 inch and sliding down my nose without any head movement. Worst fit ever. One employee was polite but the other was very unprofessional and rude. She began "adjusting" the frames with pliers in spite of my protests, asking questions and interrupting the answer to comment or ask something else. She let me know how offended she was at every turn. Both employees insisted that all frames skew when fitted with a prescription lens. I have not found this to be the case until I began to shop at this store. I had a pair of their "adjusted"glasses once before - the frames did not hold the shape and I couldn't wear them after a week. I refused the glasses and asked to speak with the manager. Was told manager is at lunch. I left and called a half hour later for the manager. Was told the manager really wasn't at lunch before but she was now. I called again almost 2 hrs. later and spoke with the manager. She agreed with her retail staff about the impossibility of fitting lenses to frames without widening the frames, stating "We just adjust them when you pick the up". She had no suggestions re: how one picks out a frame that fits well and will still fit well with lenses in it. Complete lack of concern shown - never again!! Called another shop and was told I'd been fed a pack of lies regarding the lens fit to frames issue - glad I refused the glasses instead of letting them mangle the frames with pliers and call it all good. Bottom line - shop elsewhere for your eye wear needs! The single star is a gift - I wasted several hours already and will have to make another trip there to get my credit card swiped for the refund, then start over. Since the price tag exceeded $700 I'll have to wait for the credit to go through before I can see well again. One thing is sure - it can only get better from here. read more