LensCrafters

Reviews

• KU

  kev unrau

  Aug 11, 2026
  5.0
  Mehrnaz was so great to deal with. Made my experience getting new glass very easy and simple. She is very knowledgeable
• K3

  KH 3

  Aug 3, 2026
  1.0
  bad experience my glasses been scratch it after 1 week and I visit to replace the to replace the lens they asked me about $200 for replacement so when make my eyeglass they charge me for blue light and anti-scratch
• JR

  Julio Rodriguez

  Aug 1, 2026
  1.0
  Yesterday, around 4:00 p.m., we visited LensCrafters Guildford because we were interested in buying a pair of sunglasses. The associate who helped us recommended that I get an up-to-date eye exam so I could qualify for a 40% discount on the frame we wanted. Of course, we agreed. We made the appointment, took the extra trip, and paid for the eye exam based on the information we were given. Today, around 3:00 p.m., we returned to complete the purchase. However, the associate who helped us this time told us that the frame was not eligible for the discount, even though we had been clearly told the day before that it was. She then informed us that the frame was out of stock and asked if we wanted to purchase the display model. We politely explained that we preferred to order a brand-new pair instead, as the associate from the previous day had also confirmed that this would be possible. Her response was that they couldn’t order it and that we should just go to Sunglass Hut instead. It is unbelievable that employees representing the same company provide completely different information. Even more unbelievable is that an employee at LensCrafters would recommend that customers purchase from Sunglass Hut instead of trying to find a solution (I don’t care if you share information, this makes feel that I should not trust on you). This reflects poor training, inconsistent communication, and a lack of commitment to customer service. Customer service is one of the most important aspects of any business, and the information provided by your staff matters. Customers make decisions based on that information. It is frustrating to see so little concern for the customer experience after we wasted both our time and money because of inaccurate information. If customer service is not something you enjoy, perhaps it isn’t the right role for you. Customers deserve knowledgeable staff, accurate information, and a genuine willingness to help. Invest in training your employees and raise your standards instead of accepting poor service. Otherwise, don’t be surprised when customers choose to shop elsewhere. Businesses earn customer loyalty through trust, consistency, and great service.
• JL

  Jorge Lara

  Aug 1, 2026
  1.0
  I had a very disappointing experience at LensCrafters in Guilford. Yesterday I went to buy a pair of sunglasses. The employee told me that if I brought my prescription, I could receive a 40% discount on the sunglasses I wanted. Because of that information, I spent extra money obtaining my prescription and returned the next day with everything they requested. When I was ready to purchase the glasses, I was told that the frame I wanted was not eligible for the discount. I found this extremely unfair because I was clearly told the day before that the discount would apply. I spent money based on the information they gave me, and they did not honor what they promised. Despite that, I still decided to buy the sunglasses at full price. Then I was informed that they no longer had them available and that I should go to Sunglass Hut because LensCrafters could not order them anymore. This was especially frustrating because the employee the day before specifically told me they could order the frame and that it would arrive in about four days. They only had the display pair left. Overall, this was terrible customer service. One employee gave me incorrect information, and the other made no effort to help or offer any solution. I do not have their names, but the experience was frustrating from start to finish. I would not recommend this LensCrafters location to anyone.
• RR

  RJM

  Jul 9, 2026
  1.0
  July 8, 2026 LensCrafters Canada – Head Office Customer Relations Department Re: Complaint Regarding Order at LensCrafters Guildford Town Centre, Surrey, BC To Whom It May Concern, I am writing to raise a concern about my order I placed at your Guildford Town Centre location in Surrey, BC, and to be given the run around and lied to by your dishonest sales staff for the inconvenience it has caused me. When I visited the store, a sales associate helped me select several items: a pair of reading frames from the in-store display, a pair of Ray-Ban sunglasses, and a pair of tortoiseshell men's Gucci sunglasses. At the time, I was assured by the associate that all of these items were in stock and readily available, and I placed and paid for my order on that basis. Approximately one to two weeks later, I was informed by two separate sales staff that the reading frames were no longer in stock and that the Gucci sunglasses had in fact been discontinued. This came as a surprise, since the Gucci sunglasses are still being prominently displayed as an available product on the LensCrafters website as of this writing. I placed this order in good faith, based on the explicit assurance I was given in-store that everything was available. As a result of this error, I now have to return to the store, spend additional time selecting replacement frames, and effectively start part of this process over. I would appreciate some clarity on how a customer can be told an item is in stock and have that order accepted and paid for, only to be told afterward that the item was never available to begin with. I am not looking to place blame unfairly, and I understand that mistakes can happen. However, this has cost me a meaningful amount of time and hassle. Don't waste your time with this store. Sales staff are dishonest. Go shop somewhere else.

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