Complain about a product or service

Lenscrafters

Rosalyn of Mansfield, TX July 17, 2009

After having a bad experience at Eyemasters in the same mall your store is in, I went to Lenscrafters to find new glasses. The person that helped me that day was Peggy. She seemed very knowlegeable and friendly and willing to help me. I told her what I was looking for, the price I had paid without my insurance at Eyemasters (279.99) for designer Armani frames and Essilor lens with progressives and transitions, uv, scratch resistance-everything! I have Eyemed insurance.

She called your lab to see if you have the verilux physio 360 lens and she said that they did. She put it my insurance info in the computer, she put in a generic frame with a cost of 200.00 and supposidly everything I wanted including scotchguard. She gave me a total of 277.00 for everything. She even showed that to me on the computer. I advised her that I had to get my refund back from Eyemasters (since they did not line up the bi-focal properly the glasses were a mess). I kept in touch with her over the next few days to let her know how that process was going. When I got my refund back, I called her and advised that I would like to come in and pick out a frame and purchase the glasses. I double checked again to make sure the price was as quoted as I had done every time I spoke with her.

She stated each time that it was. I told her I could come in on Friday (July 10) She stated that she was off that day and that I could speak with her co-worker Sandy that day. My sister and I went up there Friday and I chose a pair of frames that were 220.00 D & G dd5028 in bronze. I wasn't sure about the color on the temples so I was advised to drive to the Cedar Hill store or the Southlake store to view them in another color or see other frames available. I then drove all the way to Cedar Hill. I live in Mansfield, so this was not close to my home. I arrived at the Cedar Hill location and they were very busy so I had to wait quite a while. They were out of that frame and had ordered a pair in black for another person but it was already sealed and ready to be shipped to another customer.

I then left, but was advised that I could go to the North Park Mall location in Dallas to see them and other glasses. That was much, much farther to drive and I didn't go. I went back to the Parks Mall location in Arlington on Monday. Sandy was there since Peggy was off work that day too. I decided I would go ahead and get the bronze ones. She looked in the computer for my information, typed in my RX and proceeded to fill my order, did measurements, etc. When she was done, the price was almost 500! I didn't understand why. I explained that this was not what was quoted to me. She had the manager Charles to look at the order and he advised that I wait until Peggy comes back to work on Tuesday and let her do the order since she would know what she had done. I waited to receive a call on Tuesday, but instead I had to call her. They were busy in the store she stated, and she would call me back in about 30 minutes. 2.5 hours later, she called me. She stated she was still working on it and would call me back. She did call me back and said she realized that she had forgotten to add something to the order and that's why there is a big difference int he price. So, I have wasted almost a week with this! I've wasted time and money driving here and there for her to have misquoted me on the price! Shouldn't the price be honored since your employee quoted it to me directly and showed that price on your computers!!!

I was assured when I spoke with your employees that you were much better than Eyemasters and that you stand behind your products and customer service is your main objective. I'm not seeing it. Sounds too much like a bait and switch to me. I will be posting this letter and my experience with your company around the internet.

Domnick of Delray Beach, FL May 7, 2009

Paid 352.47 for perscription sunglasses on 2-23-08 on 5-1-09 I noticed the tint coating is peeling away around the edges, I was told it is over a year and they want 50% to have new two new lens made.I have my orig. reciept and NOWHERE does it say anything about one year warranty.

candace of lake elsinore, CA April 28, 2009

Just wanting to report unprofessional and rude behavior may have had something to do with race not sure. I went in this establishment to purchase a pair of eyeglasses. I can receive a discount from them so I gave it a try. Im in the Kaiser plan so I came with my perscription only and my discount card. I was not helped by anyone except the doctor who had been standing near the door. after I selected a pair of glasses I took them over to the check out counter to ask the approximate price of the glasses.

The frames were 159.00 and were slightly loose and crooked I asked the older women at the counter do you sell these frames even though they seem to be loose and crooked I was told in a very nasty tone "Oh yes they are not broken thats how they are and we do sell them just like that." I asked could I have a approx. price with my perscription. not once did this employee look at me I showed her my discount card and when she saw it was not insurance she said "Oh that's nothing that means nothing and tossed it back on the counter the price is 500.00 my discount was 40% off

Ive been wearing glasses for many years and being a registered nurse and doing computer work these days my eyes are constantly changing and purchasing eyewear is something I do every 2yrs or when i need a repair and in all my years of doing just that I have never been treated so nasty, the young women standing there gave me a compliment on the way i handled the situation because the women was so rude and nasty.

I was embarrassed to watch everyone being spoken to in a kind manner and I had to encounter a old pitt bull at the counter and she looked at me as if I had some kind of germ when she decided to look up and I never paid 500.00 for a pair of glasses ever. Ive been in other Lens Crafters and never encountered such a negative response from anyone. We all live on this earth together and we work to hard to have to deal with people with private issues working in a public setting its very sad it just makes you sad.

Kim of Irvine, CA April 22, 2009

On April 6,2008 I went into Lens Crafters to purchase glasses for my daughter. I have purchased many times over the years from Lens Crafters and written many checks from my BOA account that I have had open for over ten years. I wrote a check for 244.96 and my check was declined. I had to go to my bank to get the cash and go back in like a criminal to pay in cash for my purchase. I later contacted Lens Crafter to find out why and they told me to contact Certegy.

I called Certegy and they gave me some lame reason that my check met the criteria for model fraud check or account. That to me was unbelievable. I asked them to send me a letter stating why it was declined.

I then called Lens Crafters and told them what Certegy had to say and all they could do was say "Im Sorry". I gold them I was taking the glasses I purchased back for a full refund and would never ever again purchase for Lens Crafters. I have 30 days to take the glasses back for a full refund and I intend to do so.

Debra of Manning, SC March 15, 2009

I went to Lens Crafters an 11/15/08 for a new pair of glasses and exam. The exam totaled 97.00 and the lens ordered were Featherwate Plus (Poly), Progressive, costing 385.00 with 129.00 frames with a 50% off lens promotion for a total of 345.02. I was never able to use my glasses comfortably except for reading. Thinking it may be the no line bifocals I dealt with it and used my old pair of prescription sunglasses for everyday outside and driving use. Then on 1/31/09 I damaged my sunglasses and went to Lens Crafters to have a new pair made. Featherwate Sun Polar Gry 3 (Poly), Single Vision at 255.00 and frame at 209.95 with a discount for AARP members of 139.49. The total being 348.24.

I picked them up and on the way home immediately noticed that I could not see properly. Since the sun was starting to set, knowing that I could not drive with my other glasses with the bifocal lens, I decided to keep driving home with out any glasses on. I went back to Lens Crafters and explained that the prescription was not correct. I had to have my eyes examined again (no charge) and an adjustment made. At this point the sales clerk checked my first pair of glasses and noted the distance prescription needed to be corrected in that pair also.

I noticed immediately that this correction to my first pair of glasses improved the vision I had with them, but not perfect and when I went outside with my sunglasses I could tell that the prescription was still not correct. I was told that I would need another eye exam before they could correct the problem. I asked why the single vision prescription in my old sunglasses (which I could see fine out of) could not be put in my new glasses. I was told that they could not do that and that I had to have another exam.

Due to some heavy medical appointments I did not get back in for an appointment until, 3/13/09. At this time I was told that they could not do another exam due to the fact that she had already done the exam twice and she would not find anything new. She then handed me a card to Carolina Eye Care to get an exam (which I would have to pay for). Now I am worried that if they make corrections to my glasses from the prescription I get from Carolina Eye Center will Lens Crafters not be responsible for any corrections that may be needed to the lens after that.

Right now I have almost 700.00 dollars in two pair of glasses I can not use except for reading and I am still using my old bent, scratched sunglasses for everyday and driving. Should I contact my Mastercard company and see if I can have the charges removed and return the glasses to Lens Crafters and start over with Carolina Eye Care?

The cost, 693.26

Cheryl of Crown Point, IN March 9, 2009

I had a comprehensive eye exam, eyeglass fitting, contact lens fitting in October 2008 at the Lenscrafters in Westfield Mall, Hobart, IN. I was given a trial pair - of the same contacts I had been wearing for the past two years, with a very slight prescription adjustment- slightly less. I purchased glasses from them, but during the following week, I misplaced the trial pair of contact lenses, so I did not go back in for the follow-up visit for those, just for the eyeglasses. The contacts had worked fine.

I called 1-800-contacts to order contacts in March 2009, gave them Lenscrafters' number to call to get the prescription. Lenscrafters refused even though I had gotten the glasses there. They said because I did not go back to have the trial pair on contacts checked -- I had lost them -- within 3 months I had to start all over with another comprehensive eye exam and contact lens fitting, paying all expenses out of pocket since my insurance had paid for the last eye exam. I had paid the 75 for the contact lens fitting myself at that time.

I told the woman that it was absurd --eye exams are good for one year; that's why insurance companies only pay for them once a year. I told her I would be willing to purchase a trial lens pair and do the follow up, but she stated, in no uncertain terms, that I had to have the full exam and fitting for a cost to me of well over 200 - after I had just had it done in a few months earlier! This is a total ripoff, and I am reporting them to EyeMed. I hope EyeMed drops Lenscrafters as they are totally scamming me by trying to force a second full eye exam in 5 months.

By the way, it was as soon as I told them I was using my insurance coverage to buy the glasses, and I would be ordering the contact lenses from 1-800-contacts that they came up with the bogus additional 75 charge for the contact lens fitting. I still don't get that - I put the lenses in myself, and the dr. just looked at each one for about 5 seconds each. And for that they charged me 75?? I think they were angry that I wouldn't let them rip me off for their ridiculously high charges for contact lenses.

The people there were very rude when they found out I was not buying the contacts through them, just the glasses. I am currently trying to find a dr. who will do a good but inexpensive eye exam and contact lens fitting as I can't afford to pay what Lenscrafters is trying to charge me, and I refuse to give them another dollar of my money, not now, not ever again.

Merry of Afton, WI February 27, 2009

It is February 2009. One year ago, I bought my disabled son 2 pair of glasses, both with anti-glare coating. We also bought the recommended cleaning kit. My adult disabled son is very capable of cleaning his glasses. He wore the first pair for the first part of the year and we noticed the anti-glare coating bubbling. We took them back. They said we weren't cleaning them right. We told them what we were using. They said we still weren't cleaning them right and it was our fault and they would not replace the glasses.

So we went home and dug the 2nd unused pair out of the drawer and I always did the cleaning. I only used the kit and did it as they instructed me to do. The same thing happened. Bubbling of the coating. We again complained and they said the same thing. We weren't cleaning the glasses right. And they weren't replacing the glasses or helping us in any way. We are out over 600. We had to go back to the dr to get a new prescription yesterday. We will not be goin to Lenscrafters again. I was quite concerned my son was losing his vision, but it was just the glasses. Poor customer service, poor product. Poor everything. We're definitely upset.

We are out over 600 for two pair of glasses. My son hasn't been able to see correctly for the past year. We were extremely concerned our son was losing his vision. He has a disability where his vision can deteriorate. We thought we were finally at that point. After our dr appt yesterday, his vision has not changed, only very slightly has it changed. The glasses made him blind. The bubbling of the anit-glare coating made it impossible for him to see.

Marla of Fort Collins, CO June 4, 2008

I have bought glasses from this Lenscrafters store for years and have always been satisfied until last year. I bought a new pair of prescription polarized sunglasses. After a month the coating began to crackle so I returned them. Reluctantly, the Lenscrafter folks replaced the lenses with a warning that they wouldn't do this again as I had probably left them in the car where the lenses had overheated. Almost immediately, the edges showed cracks. I took them back and they were again replaced. Then, the lenses began to seriously crackle around the edges.

When I returned them, I pointed out that I have never had this problem w/ their sunglasses before and that the glasses had not been left in a heated car. This time I was told that they would only replace them at half-price. I explained that they had a defective product and that they had lost a long-time customer.

I usually wear a pair of sunglasses for two-three years, but after a year of having the lenses replaced twice, I have an unwearable pair of glasses.

Elizabeth of Southaven, MS May 8, 2008

On 12/30/07 I had an appt. for an exam so that I could reorder contacts. After the exam I requested to try a different brand than I had worn previously. They stated no problem and said they would call when they recieved because they did not have any samples in my prescription.

The samples arrive a week or so later and I came in for my fitting. At my follow up appt. a week later I told the Doctor that these were not working out. I explained the issue and he suggested we try a different brand. Once again they would have to order. This time 2 weeks goes by and no call.

I finally called them and they said oops forgot to call. The earliest I was told that they could get me in would be the beginning of Feb. because they were booked. I was ticked but said fine.

Flash forward and the day before my appt. our are has 7 tornadoes, one of which hit the mall this doctor was located in. I wait another month of back and forth with the office staff to find out when and where patients are being taken care of that had existing orders. Since they had my benefits tied up there was nothing I could do.

Finally I go to a temporary office on March 8th to pick up the samples. THEY ORDERED THE WRONG PRESCRIPTION! We will have to reorder I am told. They say they will mail them directly to me due to all the hassle and I'm told 2 weeks tops. 2 weeks and still no contacts. I call the office. They say they were ordered and let them call the manufacturer.

I get a call back saying that due to a computer glitch on the manufacturers side my order was dropped. They apologize and say they will reorder. I finally get them 2 weeks later and one of the contacts is defective. I call to let them know and they say well what do you want me to do about it. I let them know that all I want is the sample pair so that I can see if they will work, if so then I will get my 6 month supply so I can be done with them forever. She says she will order one more time.

On 4/22 I get home to a notice from the post office saying they could not deliver due to POSTAGE BEING DUE! Are you kidding me? Then they sent them back to the office. I called today, 5/08, to see if they have remailed and I was told no. They say they don't even know if they have recieved them yet because they use the doctors home address for return mail and he doesnt' check it very often. Honestly I am so tired of these people. I am filing a complaint with every place I can so these people can't screw up like this to another customer again. Unfortunately they have my benefits held hostage so I have to deal with them until I get my contacts.

Paule Faustin Gromer of Oakland Gardens, NY December 15, 2007

At the end of August of 2007, I went to LensCrafters to fill a prescription given to me by my ophthalmologist. I was told that the glasses would be ready within two weeks, and I would be called to pick them up. Within the designated time frame, I went to pick up the glasses. I went home and tried to adapt to the new lenses. I was told if I had any problems to call. In about a week I was having problems seeing with the glasses on. I called LensCrafters and was told that the lenses take some time to get used to. Then I went back to the store and spoke to one of the representatives who told me again that the glasses will take time to get used to. While I was there I mentioned to the representative that the clip-on was already chipped, and she informed me that it will be replaced.

Another week went by; I was still uncomfortable with the glasses on. I set up another appointment with my ophthalmologist so that he can look at the lenses and to let me know if they were done correctly. My doctor determined that my prescription was not filled properly. My doctor asked someone from LensCrafters to call him so that he can give them the information needed to correct the prescription. After a couple of days my doctor was able to give the information to Rick Griffith. The latter did what he had to do and called me about three weeks later to let me know that the glasses were ready. I was called towards the end of November. I then asked the representative whether my clip-ons were ready; they weren't, and I didn't want to make two trips. Two weeks later I called to find out, left a message for Rick Griffith about the clip ons, and he has yet to return my call.

Today I called LensCrafters and spoke to Sydney. I told her the story about the glasses and the clip ons. I told her that I was very unhappy about the whole situation, and she mentioned that she was going to look into it and call me back. I waited about forty-five minutes for her call but it didn't come. I called her back and she said that she didn't see my name in the computer. She promised once more to call me back. After about fifteen minutes she called back to say that my glasses are in the store, but the clip ons can no longer be ordered because they were discontinued. She suggested that I come to the store and order new frames which will come with new clip ons. I told her there is no way that I will make two more trips to the store. I asked her if she has called all the stores to see if any of them carry the clip ons, and she said they no longer carry the clip ons. When I told her that I will contact the Consumeraffairs, she hung up on me.

I would like this matter resolved before January 1, 2008. I would like to get my clip ons as promised and they should incur the cost.

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