LensCrafters

Reviews

• HL

  hui l

  2 days ago
  1.0
  Very disappointed with this LensCrafters location. It’s significantly worse than the Palo Alto store. When I walked in, one staff member was already helping a customer at checkout, yet instead of finishing that interaction, he leaned over and shouted questions at me across the counter. It felt rushed and unprofessional. The store itself also didn’t feel well maintained — the carpet looked dirty, which didn’t leave a good impression. What frustrated me most was their refusal to help me place an online order. I was told that the item couldn’t be purchased through the website, and instead I was advised to go buy the frames at the Meta Store and then bring them back to LensCrafters to have lenses installed — “many customers do that,” I was told. That suggestion felt unreasonable. If the frame were damaged during the lens replacement process, it’s unclear who would be responsible. It also creates potential tax complications. Additionally, their lenses are very expensive. From my experience, Meta’s lenses are actually quite good, and even their top option was only $399. Overall, this visit was disappointing and not comparable to the level of service I’ve received at the Palo Alto location. Following your staff’s advice, I went to the Meta Lab and completed my purchase there instead. I won’t be returning to this location.
• NL

  Nadia Lugo

  Feb 10, 2026
  1.0
  I called to order a contact lens refill. The person Lori answered, and I explained the reason why I was calling. She asked for my name, and phone number. Then she told me she wasn’t at her computer and it would take her 10-15 minutes to call me back. I didn’t have any issues with her calling me back. Then she asked me whether I wanted the lenses delivered to my home address or to the store. I asked if she knew how long it takes for the lenses to be ready so I could make a decision. She didn’t even let me finish the question and just said: “As I said before, I’m not at my computer now, I don’t know what your order is, so it’ll take me 10-15 minutes to call you back”. She had an annoying attitude and treated me like I was dumb for asking that question, emphasizing every word as she spoke. If she didn’t know the answer to when the lenses would be ready, why ask then? She could wait to call me back and ask me that. After that, I decided to look for another place to order my lenses.
• AS

  Aqua S

  Feb 5, 2026
  1.0
  Inconsistent Warranty Handling and Poor Communication I visited this LensCrafters location for a warranty replacement approved by Luxottica. The experience was frustrating due to inconsistent communication and unnecessary tension. On my first visit, I presented the official warranty letter and explained that I no longer had the original charging case. I also clearly stated that I did not need a replacement case. I was told this would not be an issue and that the replacement process would move forward. Two weeks later, when I returned to pick up the glasses, a different staff member told me that management notes required me to surrender the charging case, describing this as “common sense.” This directly contradicted both the written warranty letter and what I had been told during my first visit. The tone of the interaction also felt lecturing and implied I was trying to take advantage of the process, which was not the case. After additional discussion, they eventually allowed me to take the replacement glasses without providing a case, which confirmed that the requirement was not actually necessary. While the issue was resolved, the experience left me feeling disrespected and uncomfortable. What stood out most was: * Inconsistent information between staff members * Mismatch between written warranty instructions and in-store enforcement * Poor handling of a straightforward warranty exchange I’m leaving this review so other customers are aware that warranty visits here may depend heavily on who you happen to speak with. Clearer communication and more consistent staff alignment would make a big difference.
• LL

  Louise

  Feb 3, 2026
  5.0
  I booked appointment to get a new pair of glasses because the strings of the old pair (bought at a different LensCrafters several years ago) broke. The staff are very considerate and offered to fix the string for free. Thank you for being considerate!
• GY

  George Yang

  Jan 30, 2026
  1.0
  I booked an appointment online, but was later called by an employee named Ricky, who informed me they had double-booked my time and needed to reschedule. While I understand mistakes happen, the way this was handled afterward was unprofessional. During the rescheduling and confirmation calls, Ricky repeatedly talked over me, seemed rushed, and came across as tired or impatient. On top of that, I received multiple phone calls during my work hours just to confirm the appointment, with no option for a simple text or email. The combination of disorganized scheduling, poor communication, and lack of basic courtesy ultimately led me to cancel my appointment and take my business elsewhere.

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