LensCrafters

Reviews

• JG

  Jhonn Guerra

  Feb 25, 2026
  1.0
  I rarely leave negative reviews, but this was the worst retail experience I have ever had. On November 24, I brought my own Tom Ford frames to this store to have lenses made. I was told the process would take about 10 days. After weeks of silence and multiple phone calls (all initiated by me), I received vague and impersonal responses with no clear explanation. After filing a formal complaint in mid-December, I was finally contacted. At that point, I had to cancel the lens order due to the excessive delay. The store manager assured me that my frames would be returned as soon as they were received from the lab. More than a month passed with no updates. When I demanded a clear answer, I was informed that my frames had been lost while under the store’s care. The proposed solution was for me to come in and choose another frame, as if the loss of my personal property were a minor inconvenience. I declined. After multiple back-and-forth emails, the store agreed to reimburse me. I provided the original receipt showing the exact value of my frames. Instead of honoring the documented amount, the manager initially processed an approximate reimbursement amount. I had to file another formal complaint. Customer Care closed the case without resolution and redirected me back to the store. I was required to complete yet another escalation form before the correct reimbursement was finally issued — nearly three months after the original transaction. At no point did anyone take clear responsibility for the loss of my property or for the prolonged handling of this situation. The reimbursement was eventually sent, but only after repeated escalation, and without any meaningful acknowledgment of the time and stress involved. I will not return to this store. If you value clear communication, accountability, and professionalism, I strongly recommend considering other options.
• GK

  Guy Kemper

  Feb 18, 2026
  5.0
  The sales people were knowledgeable and courteous.
• DR

  Donna Ryan

  Feb 6, 2026
  5.0
  Shawn that helped me was the greatest. She was friendly and listened to what I was looking for. It felt like a family organization and will refer her to family and friends.
• SM

  Skyler Mcdermott

  Jan 23, 2026
  5.0
  I absolutely love Shaun! She helped me so much! She was patient in guiding me through the process and explained everything! She got me the best possible product for the best possible price! If you go to LensCrafters at The Summit, ask for her! I would give more ⭐️ but 5 is the most they allow!
• BW

  BE Weakley

  Jan 13, 2026
  4.0
  Some of the people were very helpful and some were very dismissive. Please read. The long-haired receptionist was very helpful to me and others that walked in. The receptionist with the bob haircut was training a younger girl and entertaining her son who came to see her and bring her lunch so she did not have time for anybody else. I did not find her friendly, helpful or knowledgeable. When we were called back, the young technician did a great job with my son‘s exam, but she could have explained things better as far as what to expect with the machines. I can tell she’s done that a lot but for kids that are having a first time visit more information would’ve been great. Dr. Rebecca was very thorough and did a great job explaining what my son needed and what she thought he would benefit from as far as myopia lens, etc. As for the LensCrafters part itself… It’s very much a wander around and see what you like glasses experience. No one is offering you selections or suggestions or what they think might work well for your face shape or anything like that. They literally sit in chairs while you walk around and wander. Since we did not choose the Stellist lenses, I walked back into the exam part and asked the doctor to write a prescription for the atropine drops. Because the long-haired receptionist was the only one actually working (bob haircut was still busy with her trainee and son) it took 30 minutes for her to help other people and chase down the doctor to get my son the script. We did walk down to Warby Parker to look at their selection, but it would’ve taken 14 days for his glasses to come in. Ultimately came back to LensCrafters because they have an in-house technician who made his glasses the same day. There was a miscommunication though. What should’ve taken about 20 minutes for my son’s glasses to be done- took an hour and 30 minutes. But once they were ready, the technician came out and was very pleasant, kind, and helpful to my son. Overall, the exam and glasses took about 2.5 hours which was longer because of the miscommunication and wait on the script. Even with that wait time, it still beats waiting 14 days for glasses at other places. My son chose Ray Ban frames ($138) with standard lenses ($185) for a total of $342. Kids get 50% off a complete pair. I would definitely recommend this LensCrafters for the technicians and the doctor. Go knowing that you are going to encounter some people that just aren’t very helpful but others that are.

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