LensCrafters

Reviews

• CT

  christian torres

  Jan 3, 2026
  1.0
  I am extremely frustrated and disappointed with my experience at this LensCrafters location. On December 17, I called to ask about my glasses warranty because my lenses and frames were scratched and I wanted to replace them using the warranty I paid for. During that call, I was explicitly told by the representative that my warranty was valid until the second week of January, around January 13. I made it clear that I wanted to use the warranty immediately and was willing to pay any price difference over the phone. I was told this was not allowed and that I would have to come in person. This location is about 45 minutes from my home, and I am nowhere near Baybrook Mall. I relied on the information I was given and chose to wait specifically to avoid the holiday mall chaos. When I finally came in to use my warranty, I was told at the counter that my warranty had expired on 12/31. When I explained that I was previously told January 13, I was bluntly told that information was incorrect and that I “should have come in sooner.” I have been a loyal customer at this location for over 10 years, and this experience has left me feeling completely disrespected. I followed the instructions given to me by your staff, only to be penalized for their mistake. As a result, I lost the money I paid for the warranty and wasted a significant amount of time driving to and from this location. It is unacceptable that a paying customer cannot use a warranty over the phone when all information is already on file. Requiring an in-person visit under these circumstances feels unreasonable and poorly thought out. This experience has completely damaged my trust in this location. I will not be returning, and I would not recommend this LensCrafters to others. This situation could have been avoided with accurate information and basic customer service, and instead it resulted in frustration, wasted time, and money lost.
• JC

  J C

  Dec 26, 2025
  1.0
  My experience with LensCrafters has been profoundly disappointing, and this particular location exemplifies the company’s systemic shortcomings in customer service, product quality, and warranty fulfillment. I purchased eyewear from LensCrafters equipped with their optional “protection plan,” which staff aggressively upsold by claiming a modest fee (around $25) would allow straightforward replacements of frames and lenses in case of damage or defects. However, upon needing to utilize this plan, I was charged an additional co-pay—approximately $25 for the frame and $25 per lens—totaling nearly $60 for a full replacement. This contradicts the initial sales pitch and renders the plan far less valuable than represented, bordering on deceptive marketing. After submitting the claim and paying the fees, I was informed the replacement would take up to 15 days. No updates were provided during this period. Upon following up in person, staff casually admitted they had “forgotten” to place the order—a glaring example of negligence and poor internal processes. Further delays were then attributed to “holiday shipping issues,” despite the timing not aligning with peak holiday periods and no proactive communication from the store. Weeks later, I still have not received the replacement eyewear. Attempting to obtain a refund for the undelivered product and associated fees has proven exasperating, involving repeated visits, unhelpful responses, and no meaningful resolution. LensCrafters’ products appear to be of substandard quality, necessitating frequent reliance on their flawed warranty system. The company’s practices prioritize revenue generation—through high-pressure sales of add-ons and hidden charges—over genuine customer satisfaction or eye health. This location, like others I’ve encountered, demonstrates incompetence, unreliability, and a blatant disregard for accountability. I strongly advise against patronizing this store or LensCrafters as a whole. Consumers deserve better transparency, quality, and service; seek alternatives from reputable independent opticians or competitors who value integrity over profit
• AA

  Amoeba

  Dec 24, 2025
  1.0
  Off putting, overly complicated, and sassy workers.
• CC

  Carmen chacin

  Dec 19, 2025
  5.0
  Quiero dar gracias a Ivy, fui con mi esposo y nos tomó muy poco tiempo lo que queríamos hacer pues Ivy fue súper paciente, amable, detallista, de verdad ojalá todas las tiendas contratarán personas como ella, salimos muy felices de ese lugar. Gracias Ivy
• TM

  Tara Moghadasian

  Nov 25, 2025
  5.0
  I’m very grateful to have worked with Michael at the LensCrafters in Baybrook Mall. I initially ordered my prescription glasses online for pick up in-store. UPS marked my delivery as “delivered,” but they were unable to locate my package. Michael heard my situation and offered to honor the pricing for my glasses in store and I was able to get my prescription glasses same day in person. Michael was so kind, understanding, and accommodating. Thank you again!

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