LensCrafters

Reviews

• EN

  Ebony Neely

  May 8, 2026
  5.0
  Kim is super from start to finish. She introduces herself and explain all her processes very kind. Dr. Hickinson is very thorough in his processes . He makes each patient fill Comfortable and is sure to ask does anyone have questions. Mitchell helped us make our final decision on glasses. He was very knowledgeable and patient. Entire service was and always is 10/10
• LO

  Lisa Orrin

  May 6, 2026
  1.0
  Very disappointing experience. I’m not from the area and was unaware that most of the surrounding roads were under construction, which caused delays getting to my appointment. I arrived at 5:18 for my 5:10 appointment, but this location does not have dedicated parking, so I then had to figure out metered street parking that only accepted quarters. In 2026, that’s incredibly inconvenient, especially for new, unfamiliar customers. I informed the staff that I needed to figure out parking, and after finding another business willing to make change for the meter, I returned to the office around 5:25. Instead of understanding or professionalism, I was greeted with a rude comment from the front desk asking why I was showing up “30 minutes late” to my appointment. Not only was the tone unnecessary, but the timing was inaccurate. I was then told the doctor had already left for the day. If being a few minutes late was truly an issue, it would have gone a long way for someone to call and ask whether I was still coming instead of simply leaving. Considering the construction, lack of parking, and outdated meter system, you would think the office would show at least some flexibility and courtesy toward patients trying to make it in. Overall, the staff came across as dismissive and unhelpful, and the entire experience felt unnecessarily hostile.
• SC

  Sean Cavanaugh

  May 5, 2026
  1.0
  5/5/2026 I’m leaving this review based on my recent attempt to access my own historical eye exam/prescription information from a previous appointment. I had an exam here a few years ago, and I was trying to obtain the prescription information from that visit. I understand that an older prescription may be expired and may not be appropriate to use as a current prescription. That is not the issue. The issue is that this is still my medical/optical record, and I should be able to access it. When I called, I was told they could not provide the information because it was “outdated” and because of liability concerns if I used it to get glasses. I was also told I could come into the store to get it, which makes the refusal to provide it remotely even more confusing. If the concern is truly about whether the prescription is current, they could simply mark it as expired or historical. Withholding access to my own record is a different matter. I also do not think requiring an in-person visit is an acceptable solution. They do not know whether a patient still lives nearby, has transportation, has accessibility limitations, or is otherwise unable to physically come into the store. A patient should not have to make a special trip just to access their own information, especially when identity can be verified remotely. HIPAA agrees with my opinion here. So if they're business policy is opposed to HIPAA guidelines then this organization is not patient-first. I definitely would want a patient-first organization to do my optical exams, not an org that is trying to squeeze every penny they can through means as absurd as this. After the call, I attempted to call back shortly afterward to ask about the proper records request process and next steps, but I was unable to get through and was routed to an automated message stating I may receive a callback within two business days. I called again 10 minutes later and got the same message. At this point, I have submitted a formal written request to Luxottica’s Privacy Office for access to my historical eye exam and prescription records. I’m not trying to claim an expired prescription should be treated as current. I’m simply saying that making it this difficult for a patient to access their own historical medical information does not feel patient-first, and it should not be this hard. I will update this review based on how they handle the request from here. 5/8/2026 Update: LensCrafters responded to this review and directed me to a Customer Care form. I filled it out, and the confirmation said to expect a response from the store within 5 business days. I still have not received the manager callback I was promised. The associate told me I would receive a call the next day, and when I tried calling back, the voicemail/automated message said I should receive a call within two business days. It is now the third day, and I still have not received that call. I am not trying to be difficult. I would much rather LensCrafters simply call or email me, verify my identity remotely if needed, and provide the historical prescription/medical record information I requested. If they make this right, I am happy to update or remove this review and drop the issue. At this point, I am preparing to file a Better Business Bureau complaint because this still has not been resolved. I should not have to physically come into the store to access my own historical medical/optical information, especially when I was told the information was visible but would not be provided remotely because it was “outdated.” I am not asking them to treat an expired prescription as current. I am asking for access to my own record. LensCrafters is welcome to call or email me and resolve this before it goes any further.
• KK

  Krissy

  Apr 22, 2026
  1.0
  This particular location should seek new customer service associates. One of the main ladies on the floor, I believe her name was Tina (elderly white woman), was incredibly rude and ruthless in my overall experience. I did not have an issue with any other staff at this location, whether they were white, black or purple. In fact, everyone else was quite favorable with being attentive and kind during my visit. I found this location to be very clean and organized and would have loved to give a better review based on that or more relevant details such as the exam process, prices, etc., but after being immediately greeted with an attitude and poor assistance from this service woman when I was respectful and asked a simple question, it ruined my visit so much that I'm still thinking about it days later. I think the public should be aware that their appointment will moreso be ruined when they're likely planning to go here for an updated look with new glasses and excitement, etc. Wrong. You will come out dissatisfied and upset. There are many other eyewear places around that will be getting my business instead. Thanks for my lost time.
• CR

  Chelsea Rodway

  Apr 22, 2026
  4.0
  Update: The manager, Ryan, called back quickly and was extremely polite and helpful. He was able to offer a solution which was much appreciated. Thank you I normally go to the store on Hall Road but was closer to the Grosse Pointe location at this time and made the poor decision of choosing to go to this store instead. On 4/19, my glasses dropped and completely fell apart, so my friend brought me to this store and there was an older woman, whose name I did not catch due to the fact that I was basically having a panic attack by the end of my visit. My friend asked a simple question and this employee spoke to her with such a condescending tone, I honestly don’t know how she has a job serving customers. If I hadn’t needed glasses so badly at the time, I would’ve just walked out. We also overheard her speak to another gentleman in the same manner. The rest of the employees were pretty pleasant. I finished my exam and picked out a pair and left after being told it would take about 2 weeks for them to arrive at the store. I will say, the turnaround time was great because I was able to pick them up 3 days later. However, when I arrived, the frame was not the one I picked out due to the store having the wrong tags on the frames. They were able to pop the lenses out and put them into the frames I originally chose, but it was the display frame. I would’ve appreciated and asked for a possible discount due to the fact that I have no idea who’s dirty hands and faces these have touched, if they had been dropped, etc., but I just wanted to be done with this experience so badly that I left. I will never be back to this location and I hope nobody else has the unfortunate experience that I had.

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