177 Customer Reviews
- Date
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Review from Brayan B
1 star04/25/2024
Horrible management The so called store manager has made my experience here horrible. I originally order rayban smart glasses, they ordered the wrong pair, even when mentioning multiple times which style I wanted they still got it wrong. I went back, they took it personal and didn't want to order a new one until a bit of arguing. They still ordered the wrong one !!!I go back and the manager is all macho man about the situation and wanted to argue again for a simple exchange. He actually told me it would be better go to a different store! I told him I paid my money already and wanted to just get what I paid for. He refunded my order and had me re order, essentially paying twice now. When I go to pickup the glasses I'm told they're not there after two weeks, 4 weeks go by and no call. I show up in person and low and behold, they have been there for days. I ask to exchange them and they told me, they cannot do it unless manager is there. It's Friday and he won't be in till Monday. I still don't have my glasses after 4 months.
Luxottica Retail North America Inc. Response
04/26/2024
Hello *******
Thank you for reaching out to LensCrafters via the BBB.
We apologize for your in store experience thus far and we are here to help.
After reviewing your complaint, we recommend that you reach out to the store manager on Monday, who will be more than happy to help you resolve your ongoing issues.
Thank you,
Luxottica Customer Resolution Team
Review from Greg M
1 star04/22/2024
They’re crafty alright. Andrea and Christine tried to sell me used display model frames as a new pair without disclosureLuxottica Retail North America Inc. Response
04/23/2024
Hello*****
Thank you for contacting us in regarding your concerns. I am providing you with the link to our Luxottica Cares Form. This form will request all necessary information, so that we may address your concerns as quickly as possible. We are currently responding to all submissions within five business days.
To access the form, please visit:
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Best Regards,
LensCrafters *************Review from Jazzmine D
1 star04/22/2024
DO NOT PLACE ONLINE ORDERS WITH THIS COMPANY! I ordered a pair of Meta ******* glasses on March 30th in anticipation of my upcoming vacation on April 26th. However, the experience I've had with ******* has been nothing short of a nightmare. On Friday, I realized that I hadn't received my glasses and reached out to *******. To my dismay, they informed me that *** had supposedly delivered and even obtained a signature for the package. However, the delivery location listed was Van Nuys, which is not my address, and the signature provided was not mine. When I spoke with a supervisor Rebeka on April 22nd, she was unhelpful and suggested filling out a lost package form, which would take 1-3 weeks to process. Despite explaining that I needed the glasses for my vacation, she showed no willingness to expedite the process/offer any alternative solutions.Even more frustrating was her refusal to verify the delivery address, insisting that I take the matter up directly with ***. This is unacceptable considering I purchased the glasses from *******, not ***, and expected better customer service after spending $350. I live in a gated community where deliveries require contact with residents, yet no delivery attempts were made. It's apparent that either the delivery driver may have stole it, given the fake signature. I am deeply disappointed in *******'s choice of shipping partner and their lack of accountability. The lengthy turnaround time for resolution and dismissive attitude from customer service indicate that this may not be an isolated incident. Why subject customers to such a frustrating experience when there are countless complaints about ***'s service? I've filled out the form as instructed but have little hope of receiving my glasses in time for my vacation. It's despicable that ******* would allow its customers to be handled this way. I urge potential buyers to reconsider purchasing from *******. DO NOT IGNORE THE REVIEWS!!!!! YOULL REGRET IT!Luxottica Retail North America Inc. Response
04/23/2024
Hello Jazzmine,
Thank you for reaching out to Ray-Ban via the BBB.
After reviewing your account and previous interaction history, it appears that on 4/22 you were provided with and filled out the Lost Package Form that was sent to you by *******.
Please allow up to 3 weeks for the investigation. You'll receive a follow up email communication once it has been completed (5/13/2024).
Thank you,
Luxottica Customer Resolution Team
Review from Angela E
1 star04/13/2024
I provided glasses from them I requested glass lens they told me they were glass when in reality they are plastic I do not trust them. I made a visit then a call to the location and got the same non truth answerLuxottica Retail North America Inc. Response
04/15/2024
Hello ******,
Thank you for contacting us regarding your concerns. We are providing you with the link to our Luxottica ************* Form. This form will request all necessary information, so that we may address your concerns as quickly as possible. We are currently responding to all submissions within five business days.
To access the form, please visit:
***********************************************************************
Best Regards,
LensCrafters *************Review from Tim G
1 star04/12/2024
I made sure to input the correct parameters manually because the system was saving the wrong pd measurements in my saved prescription. Unfortunately there system if you have 2 pd measurements will add the together to one pd measurement. Your prescription will then come wrong and now your out 4 weeks and over 1000$Luxottica Retail North America Inc. Response
04/15/2024
Hello ***,
Thank you for reaching out to Glasses.com via the BBB.
We regret to hear about your order arriving with the wrong PD measurements, and we are here to help.
After reviewing your account and previous interaction history, it appears that earlier today (4/15) a pre-paid *** return label was sent to you *********************
This return is for a replacement and once received, your replacement order will be sent out to you within 15 business days.
Thank you,
Luxottica Customer Resolution Team
Review from Catarina K
1 star04/12/2024
I will no longer support this business! I received a pair of their ******* sunglasses as a gift last year. I have kept these glasses in the case when not in use and have taken good care of them but yet they are all scratched and warped. Its almost like the film on the lenses is peeling off. I contacted the company about my issue and was told it wasnt covered under warranty and the best they could offer me is a small discount off of another pair. I dont agree with that as I dont feel like I shouldnt have to spend more money in order to have nice sunglasses again. I cant even use these anymore as I cant see out of them due to the immense damage. These glasses cost a lot and its crazy how cheaply made they are and their customer service wont do a thing to make it right. If youre going to charge as much as you do for a pair of glasses, they should at least have good craftsmanship and be able to hold up. ****** used to be my favorite sunglasses/glasses brand but they will no longer get my business. I will make sure I tell everyone I know how they treat their customers! I am very disappointed and unsatisfied with this company.Luxottica Retail North America Inc. Response
04/16/2024
Hello ********,
We appreciate your continued loyalty. Please use the code below on your next online purchase to receive 50% Off (ONLY 1 Item up to $500). Valid until 12/31/24. Offer is not valid on clearance items, limited edition items, cannot be combined with other promotions/sales/insurance, and can only be used for purchases on our website. Other exclusions may apply.
Promotional Code: *********-50OFF-S9LFVOThank you,
Luxottica Customer Resolution Team
Review from Dustin C
1 star04/10/2024
These guys are the worst. I would lead a campaign to boycott and end this company if I thought I could truly win. As a provider, they continuously ramp up prices and make it near-impossible to sell frames to patient's at reasonable price, which reflects on the doctor, not the company. They offer poor quality and capitalize on the brand names, so other companies that make high quality products are overshadowed by Luxottica who is succeeding at monopolizing our sector. Since they operate under both "medical" and "sales" - they can do what they desire with no overlooking group to stop them. Too medical to fall under the markets rules, but too much of retail to be under the jurisdiction of doctors/insurances/population and the rules that govern US. Their lab frequently makes mistakes that we have to pay for by money, or by reputation then our patients leave. Pair this with insurance companies backing them up and forcing people into that lab, and you have a monopoly formula too perfect to break. As a customer, I stopped wearing ****** and ****** because they ARE low quality. They purposely use cheap products, refuse to supply parts to stores or patients, stopped giving out cases (but increased the price??), and don't offer the innovation of other groups. You can buy a $400 set of ****** sunglasses and they will compare to a $20 safety frame from ******. Bottom line - when the overpriced pair at the gas station has BETTER tint, more parts, and better affordability than your $1200 customs, I am inclined to buy elsewhere and sell other products. Stop supporting this company. If they go under, we all get higher quality at a better price.Luxottica Retail North America Inc. Response
04/11/2024
Hello ******,
Thank you so much for that constructive feedback. We greatly appreciate those candid comments and your opinions of our brand, products, and service.
Your concerns will be used to improve our services moving forward.
Thank you,
Luxottica Customer Resolution Team
Review from Pat Borgman
1 star03/30/2024
What happened to Lenscrafters? I've been a customer of the Burnsville Minnesota store as far back as I can think, got to be around the mid to late 90's. The last three pair of glasses turned out to be garbage. With each pair bought and the overpriced warranty offered, I declined because I know how well I take care of everything I own. When I had issues with color finish peeling off, it was suggested it was the way I cleaned them. With glasses wipes? Or warm water and a touch of gentle soap? Most recently, I went there with my wife to get her new glasses. Hey, it's convenient to us, close to home, first store inside a mall entrance. I cited my frame finish peeling off. They were a replacment pair for the same issue but I was now outside the store warranty. Same comments, probably user care or lack thereof, was given contact info for Luxottica, send pictures, etc. Who has time. Worth noting my method of care continued and the powered paint finish just stopped peeling away at a point. But TODAY? I simply removed them from my face before showering and the nose bridge cracked right in half. Went to the store and same associate that suggested I'm not cleaning them properly was working. I placed the glasses on the counter and said, "Long time customer here, I'm done" He asked what the story was and just said, "That's odd." No fiction, no embellishment, it happened just as I said it. I pointed out the paint peeling he previously suggested was on me had just suddenly stopped, I said clearly an indication of a paint/finish flaw, isolated to certain parts of the frame. Again, "That's odd." I said I'm done with LC and he just said, "OK." I dumbly said I'm going to Pearle but did my research and found they're owned by Luxottica too. Questionable product, high prices, lousy customer service.Luxottica Retail North America Inc. Response
04/01/2024
Hello *******,
Thank you for reaching out to LensCrafters via the BBB. We are providing you with the link to our Luxottica ************* Form. This form will request all necessary information, so that we may address your concerns as quickly as possible. We are currently responding to all submissions within five business days.
To access the form, please visit:
***********************************************************************
Best Regards,
LensCrafters CustomerResolution TeamCustomer Response
04/05/2024
The Luxottica form stinks. "How did you get the ************* Form link?" No selection for, "Provided following a BBB complaint." It didn't used to but the company of today and more recent times stinks. My wife and I continued to shop the Lenscrafter ********** store out of convenience and habit. There are better options out there and we intend to go that direction. The bearded fellow (i THINK a manager?) has been well trained to immediately express doubt on frame finish peel/degradation or other deficiencies, same two words every time, "That's odd." Overpriced and lousy customer service. DONE!Review from R. D.
1 star03/25/2024
After using Lenscrafters for my glasses for over 30 years, I purchased my most recent prescription glasses last year from Lenscrafters in El Paso TX. While they previously made the glasses available in 2 hours, these took over a week to receive by mail. It took me some time to adjust to the new prescription, and I noted that the reading zone in lower lense section was difficult to use. I returned to the store for corrective action and was told that thje 30 day warranty had expired and they could do mothing for the $380 I spent in these glasses. Don't use this outfit! Find one that will stand by their work.Luxottica Retail North America Inc. Response
03/26/2024
Hello *******,
Thank you for reaching out to LensCrafters via the BBB. We are providing you with the link to our Luxottica ************* Form. This form will request all necessary information, so that we may address your concerns as quickly as possible. We are currently responding to all submissions within five business days.
To access the form, please visit:
***********************************************************************
Best Regards,
LensCrafters *************Customer Response
03/27/2024
I bought new glasses on 8/3/2023 at Lenscrafters, El Paso Tx (in the mall). I have used Lenscrafters for eyeglass purchases for over 30 years, with the advantage of picking up the new specs within a couple of hours. In this case I was told that they no longer provide same day delivery and the glasses were shipped by mail to arrive in a couple of weeks. I noticed problems with the reading portion immediately bur as El Paso is a 100 mile drive and my work schedule was tight, I was unable to travel to LC before last month. I was told that the 30 day guarantee was expired and they could do nothing to correct the issue. I have had to use a separate pair of reading specs just to perform actions such as this message. (My prescription has not changed for the last two purchases). Poor service to start with and poor service with regard to correcting the issue!Review from john m
1 star03/16/2024
I ordered a pair of prescription glasses on 2/14/2024 online. I received a pair of incorrect glasses on 2/28/2024. I called Lenscrafters and did a return. They said they would make it right and they would expedite my glasses. A week goes by and I call to check on glasses because I never got a confirmation. The person I spoke to told me they had the wrong prescription for me and were waiting for me to call back. I told them I never sent them another script and asked them to make my glasses. They assured me they would correct. A week goes by, I check on my glasses. Nope they don't have my script and they have to resubmit. I then ask for a refund. They say they are going to issue. A week goes by, no Glasses. Finally speak to someone I think is going to fix the problem and get my refund. She tells me, oh we will give you a 40% voucher for the inconvenience. Well today I go to use the voucher, its only for a new pair of glasses and cannot be used with my Vision Benefits. Useless. On top of this, I ask to speak to a Manager, 3/16/2024, and they don't have managers work on Saturday. I am done with Lenscrafters. Do not do business with them. They don't care. They don't know how to run a online business. I wanted to leave them no stars They don't even deserve 1 star.Luxottica Retail North America Inc. Response
03/25/2024
Hello ****,
Thank you for reaching out to LensCrafters via the BBB.
We regret to hear about the issues surrounding your order, and we are here to help.
After reviewing your account, it appears that the out of pocket costs for order ************* were fully refunded on 3/15 as well as your insurance benefits being reversed.
We apologize for any inconvenience that this may have caused.
Thank you,
Luxottica Customer Resolution Team
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