LensCrafters

Reviews

• LM

  Leah McQueen

  4 days ago
  1.0
  My experience with the store has been HORRIBLE and I will be telling anyone that listens to not give them business. I placed an order on October 31 for glasses with a light prescription. Between 2 phone calls and a visit to the store I have not received my glasses and no one seems to be competent enough to tell me where they are or why I haven’t received them yet. I just went in to the store today to inquire about my glasses and the employee there had the nerve to be short and rude with me when I expressed my frustration. I have spent 400 dollars with these people and have nothing to show for it still. I don’t appreciate being lied to by employees who don’t know anything. I will getting my money back and spending it with fyidoctors. Follow up : When I fist came into your store I was told it would take 5-10 business days for my glasses to arrive but more likely less because it wasn’t a complicated prescription-this was proven to be untrue The first time I called customer service to inquire about my glasses the agent told me she would look into it and call me back - I never received a call back When I found out I don’t have my glasses because the lab sent the wrong pair to the store and they’ll resend the right pair and again it should only take 10 business days - again I was lied to because I still don’t have my glasses and it has been a month since that call Went in to the store today inquiring about my glasses for the 4the time, the associate pulls out the wrong glasses and tells me she doesn’t know why they don’t have the new ones. She then began to be curt with me when I told her that this was not correct and I wanted my money back After that nasty experience I called in to your customer service demanding the contact information to upper management . I was told my work order would get looked into and I would get a call back in an hour- it has now been over an hour and I haven’t heard anything. Where in these scenarios does it sound like you guys were striving for excellent customer service? Why should I believe you will help me when I’ve been lied to and ran around in circles at every turn? I paid full price for my glasses and no one seems to have a care in the world or any urgency.
• CQ

  curious q

  Jan 5, 2026
  1.0
  Got ignored by the staff. Asked a question and staff stood around not even acknowledging our existence…even when planning to make a purchase.. the staff member said they’ll find out and while waiting visibility chatting with other staff…shocked and embarrassed for us to even try to follow up as it was too obvious they had no interest in helping us
• GS

  Gur Singh

  Jan 2, 2026
  1.0
  I went to here to get new eye glasses the other day. Honestly, the customer service was a total bust. Nobody even acknowledged I was there, even though I was clearly looking for help. The staff seemed way more interested in chatting with each other than actually helping anyone. Definitely not a place I'd recommend if you want to be treated like a paying customer.
• SE

  Scott E

  Dec 20, 2025
  5.0
  Absolutely the best place to trust your eyes. Ophthalmologist was extremely helpful and explained everything to me that I was able to understand. Not my first visit and will not be my last. With getting glasses Takis was absolutely the best. Never felt rushed. He actually found the frame I chose which was a bonus. This is the second time meeting him for glasses and so happy he is still there. The manage on was also great too including free eye cleaning solution. Thanks again everyone at Lenscrafters. Love the place
• CC

  Christian Jayson Cruz

  Dec 13, 2025
  1.0
  Worst retail service experience I’ve ever had — detailed review I rarely leave bad reviews, but my experience with LensCrafters at Yorkdale Mall was so frustrating that I feel obligated to share it. To start with the positive: the eye exam experience was excellent. From booking the appointment to the actual exam, everything went smoothly. A huge shoutout to Dr. Le, who was incredibly kind, professional, and thorough. That part of my visit was truly top-notch. Unfortunately, everything fell apart once it came to purchasing my eyeglasses at the retail store. I ordered my glasses on Saturday, Nov 22 and was clearly told that the turnaround time would be a maximum of two weeks. I initially requested to pick them up at the Promenade Mall location since it’s closer to where I live. After hearing nothing for days, I called on Friday, Nov 28 to ask for an update. I was told the glasses would be ready by Wednesday, Dec 3. During that call, I specifically told them I no longer wanted to pick them up at Promenade and that I would just pick them up at Yorkdale Mall to avoid further delays. This was clearly communicated. Dec 3 arrived (which also happened to be my birthday), and I was really looking forward to finally getting my glasses. When I called, I was told they weren’t ready and that they should be ready the next day. Disappointing, but I accepted it. From that point on, I called every single day, and every single time I was told the same thing: “They’ll be ready tomorrow.” They never were. By Tuesday, Dec 9, I was extremely frustrated. At that point, it had already exceeded the original two-week timeline. During that call, the staff member even tried to say the timeline was 14 business days, not two weeks. That was never communicated to me at any point. It felt like gaslighting instead of accountability. I was then told my order would be prioritized. The next day, Wednesday, Dec 10, I received an automated text saying my glasses were ready for pickup. I was relieved and excited. I didn’t even call to confirm because I trusted the system message. I drove 45 minutes to Yorkdale after work in heavy snowfall, only to be told that yes, the glasses had arrived… but they were sent to Promenade Mall instead. After repeatedly and clearly stating that I did NOT want them sent there anymore. What made this experience even worse was the strong feeling that once they took my payment, they simply stopped caring about what happened next. There was no ownership, no proactive communication, and no sense of urgency, despite the repeated follow-ups on my end. The entire experience was a culmination of false promises, poor communication, lack of coordination between staff, and a completely disorganized process. It felt like no one was actually listening or taking responsibility. I finally received my glasses on Dec 11 at Promenade Mall, and I will say that the staff there were kind and proactive in communicating with me. However, that does not erase the fact that the glasses were significantly delayed and that the Yorkdale Mall location mishandled my order from start to finish. These glasses were expensive, and I was genuinely excited to receive them. Instead, the experience left me disappointed and frustrated. LensCrafters Yorkdale Mall treated me poorly as a customer and showed a serious lack of care. 0/5 stars if that were possible. This was hands down the worst retail service I’ve ever experienced, and I would not recommend this location to anyone.

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