LensCrafters

Reviews

• RP

  Ram Periathiruvadi

  2 days ago
  1.0
  Ordered prescription glasses 6 weeks ago and still waiting. Was supposed to get it in 2 weeks. Called them after 4 weeks and all they could say was “it’s not been canceled “. Promised to follow up but never did. Will update the review on the quality of the work *when* i get my hands on it. But can’t go lower than 1 star, can I?
• JH

  Jason Herrera

  4 days ago
  5.0
  Bertha did an excellent job fixing and cleaning my Cartier glasses, which were bent pretty badly. They look perfect now—great service and attention to detail.
• SJ

  Shauna Jackson

  Dec 24, 2025
  5.0
  Brought my Mom in to get some new glasses. Bertha was very helpful and patient with explaining everything to us. She has great customer service, greeting everyone that walked through the door. She did a great job as there were a lot of customers all at once and she didn't rush us. Very nice lady! She deserves a Christmas bonus! 😊
• ET

  Erik Tkach

  Dec 20, 2025
  5.0
  Bertha was a great help! I’ve never worn glasses before, and she was friendly and helpful and made the entire process seamless. I’m very glad she was there to help me with my first glasses purchase, I would love to recommend her to anyone who needs glasses
• TT

  Trent

  Dec 3, 2025
  2.0
  [EDIT] I submitted a detailed complaint through LensCrafters / Luxottica Customer Care on 12/3 as requested below. As of today's date 12/9, no one from the store or corporate has contacted me directly about this. I came to this LensCrafters on 11/29 ready to spend serious money on new glasses. I left feeling humiliated, invisible, and very clearly reminded that not all customers are treated equally here. I walked in, went straight to the Prada section, and was completely ignored. No “hello,” no “someone will be right with you,” nothing. Three employees on the floor, plenty of opportunities to at least acknowledge me. Instead, I watched people who arrived after me get greeted and helped while I stood there with $500+ frames in my hands. When I finally spoke up and said I had been waiting “for a hot minute,” an older white man with gray hair actually looked at me and said I hadn’t been there. He literally tried to overwrite reality instead of admitting they skipped me. As a tall Black customer in Mountain View, it was very hard not to notice exactly whose presence was believed and whose was dismissed. When I was finally seated with an associate, things did not improve. My existing Persol frames were unrepairable and asking the associate to find the same pair because I couldn't see them clearly on the shelf anywhere, I basically was asking her to move a mountain it felt like which is unprofessional and insulting. I asked completely reasonable questions about: How my Aetna FedVIP insurance was being applied, Whether the advertised Black Friday sale actually applied to what I was buying, And whether any military or store discounts could be used. Instead of a clear, patient explanation, I got eye-rolling energy and obvious irritation, as if wanting to understand my own bill made me a problem. The “Black Friday sale” felt like classic bait-and-switch: great on paper, but full of exclusions and fine print the second you try to use it with insurance or premium frames. In the end I bought Prada frames with upgraded lenses and a new pair of Persols, plus protection plans. Between insurance, a small $50 coupon and my own Amex credit, I still paid over $600 out of pocket. For that amount of money, the absolute baseline should be: greet customers when they walk in, serve people in the order they arrive instead of rewriting who was “here first,” and explain pricing and promotions without attitude. The product is fine. The experience was not. It was degrading, dismissive, and left me feeling like I had to fight just to be seen and told the truth about my own purchase. I will not be returning to this location, and I would strongly caution anyone – especially customers of color – against expecting respectful or equitable treatment here.

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