LensCrafters

Reviews

• CH

  Carole H

  Mar 2, 2026
  2.0
  Couldn’t get any customer service on the phone after the visit. Very disappointing.
• SZ

  Sheila Zabi

  Feb 19, 2026
  1.0
  The worst place to get your prescription glasses, they made a mistake with my lens, then they asked me to pay for second pair, and offered me 40% discount, I asked for a supervisor, she did not want to get me one, called 12 times to get a supervisor for a week, no response after week, even after 4 messages for a supervisor nobody has returned my messages, I called my insurance company to let them know the committing insurance fraud, to make sure they don't get to do this to others. Almost any other places anywhere is doing much better jobs than them. Do not be their victim, report them to your insurance. I did
• UG

  Ulrike Gaskins

  Feb 7, 2026
  1.0
  I have been a relatively loyal customer at Lens Crafters in Woodland Hills, Southern California. Relatively, because I ventured due to extreme pricing difference to competitors like Warby Parker etc. I returned to Lens Crafters to give them another chance and just left highly disappointed yet again. My prescription is not easy by any means and because of that I am prepared to pay extra to make sure the corrective works. I wanted to wear the glasses a bit and give it a try although I mentioned concerns immediately, that wearing them made me dizzy. I scheduled an eye exam after three months with the same concern and asked to for an exam to just review my prescription and see if we can make sure this is the properly converted to the glasses. I did not receive an exam and without looking at my glasses, I was met with: This was correctly done, and if you want us to resubmit the prescription, you have to pay full price because we have a 30 day return policy. We cannot do anything else. No, let me see what we can do, because I want to make sure you can use your glasses, just, you want a solution, you have to pay. I wasted 400+ Dollars after Insurance for Glasses I cannot wear! My entire family wears glasses, but we will no longer consider Lens Crafters as a viable option. It is unfortunate that profit is more important than the health and creating a trusting relationship between a Health Care Provider and a patient. You lost a solid customer base today!
• JJ

  Joshua Candelaria (JaylenesDaddyyy)

  Feb 4, 2026
  1.0
  The manager Kim has consistently been rude and unprofessional in my experiences. She does not greet customers, does not take accountability for resolving issues, and there appear to be frequent disputes between her and customers. This type of behavior seems to reflect in how her associates also handle customer service. There clearly needs to be a major change in management at this location. I am not surprised to see similar complaints about her, and this likely explains why she did not come out to assist us with our return. We were told she was “on lunch” only after we had already been waiting over 30 minutes for her to process our refund, which felt like an excuse to avoid addressing the situation. Completely unacceptable and unprofessional.
• JC

  Joshua Candelaria

  Feb 4, 2026
  1.0
  I came to the LensCrafters at Topanga Mall to buy new frames and was helped by Aurelina, who was kind and helpful. Unfortunately, everything after that was a terrible experience. Both my original order and my exchange took far longer than promised, and I was never notified when my glasses arrived. Each time I had to come into the store to find out myself, after being placed on long holds on the phone. When I finally picked up my exchanged Ray Bans, they were damaged and completely wrong. The frames were bent and misaligned, missing screw covers, and the lenses were extremely thick, bifocal style, instead of a simple nearsighted prescription. On top of that, the lenses were clear instead of the blue crystal/sapphire lenses I was promised and paid extra for. The employee Jeremy was rude and said they do not guarantee glasses arrive in perfect condition, which is unacceptable. The manager Kim refused to come out and speak with me, and I was given the runaround for over 30 minutes when requesting a refund, despite being within policy and receiving incorrect and damaged products. I was told I would receive a refund within a couple of days, but that Kim needs authorization from the regional manager Jennifer for a cash refund. So far, this has felt like more delays and excuses. I’ve been a customer of LensCrafters for over 10 years and have shopped here for my entire family. After this experience, I will never return to the Topanga location. Poor communication, rude staff, unprofessional management, and a complete waste of time. I will be following up with corporate and the Better Business Bureau until this is resolved, my full refund is issued, and I receive an apology from the entire staff at this location.

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