LensCrafters

Reviews

• CF

  Casey Feres

  2 days ago
  5.0
  Gigi was the best. She was super patient and took the time to explain and compare all the options available for me. Will be coming back!
• MB

  Maritza Arias Basemore

  6 days ago
  2.0
  ★★☆☆☆ — LensCrafters: Customer Service Shouldn’t Be This Difficult I’m giving LensCrafters two stars because my initial interaction two weeks ago was actually great! Unfortunately, my most recent experience was the complete opposite. As someone who works in the hospitality industry, I understand that mistakes happen. No business is perfect. What matters is how you handle those mistakes. When something goes wrong, you take ownership, show empathy, offer reasonable solutions, and thank the customer for their continued patronage. What you DON’T do is become defensive, argue, deny responsibility, or make the customer feel as though they’re the problem. Unfortunately, that was exactly my experience. I was provided with full-lens readers for glasses I was expected to wear full-time. Now, someone please explain how that makes sense. How exactly am I supposed to comfortably navigate everyday life wearing glasses designed entirely for reading? When I questioned it and requested a reasonable solution, I was met with defensiveness and arguments rather than understanding or accountability. The only two solutions initially offered? Spend more money or cancel my order. Seriously? So the customer is expected to pay additional money to correct a problem they didn’t create? Make it make sense! But here’s the kicker. After all the back-and-forth, after being told that what I was requesting couldn’t be done, it turns out it COULD be done after all! So what exactly was all the arguing for? I walked out of that store visibly upset and frustrated. No meaningful acknowledgment of how poorly the situation had been handled. No apology, no empathy, no attempt to restore my confidence as a customer. But taking my card to collect the additional payment? Apparently, that wasn’t a problem. Another associate politely wished me goodbye and told me to have a good day. I couldn’t help but wonder whether she, too, recognized how unnecessarily unpleasant the entire interaction had become. I wasn’t asking for special treatment or expecting perfection. I was expecting professionalism, courtesy, accountability, and a genuine willingness to resolve an issue. Having spent years in a service-driven industry, I know that sometimes the most valuable thing you can offer a customer costs absolutely nothing: a little empathy, a willingness to listen, and the humility to acknowledge when something hasn’t gone right. Customer service isn’t measured by how you treat people when everything goes smoothly. It’s measured by how you treat them when something goes wrong. What makes this especially disappointing is that my initial experience two weeks ago was so positive. I had every reason to believe I was returning to a business that valued its customers. Instead, what should have been a straightforward resolution became an unnecessary argument, an additional expense, and a customer walking out feeling completely disregarded. It’s not just about the glasses. It’s not even about the additional money. It’s about accountability and how you treat people who choose to do business with you. Two stars for the positive first impression. Unfortunately, the follow-through left much to be desired. LensCrafters, you had an opportunity to make things right. The solution was there all along. The customer service wasn’t.
• JF

  Jennifer Flint

  Oct 6, 2026
  5.0
  Cindy, Bob, and Gigi have been exceptional to work with. They have always been courteous, knowledgeable, and attentive, and they genuinely take the time to make sure my needs are addressed. Their positive attitudes and willingness to help have made every interaction a pleasant experience. I truly appreciate the outstanding service and care they have shown.
• CR

  Catherine Reyes

  Sep 25, 2026
  5.0
  I had an amazing experience with Gigi! She was incredibly helpful in finding the best frames that suited me and took the time to answer all of my questions. She also made sure to let me know about the current promotions and explained the Plus Program, which I really appreciated. Gigi was friendly, knowledgeable, and made the whole experience enjoyable. I would definitely come back and ask for her again! Highly recommend her!
• SA

  Samuel Alkire

  Sep 18, 2026
  5.0
  Thank you Gigi! Called today because I was locked out of my account, couldn’t reset it. the phone number provided in the email couldn’t help me, so I called the store directly, got Gigi. At first she said kindly she couldn’t help me get into my account, but after we got off the phone, she looked into it, found out the policy changed, took it upon herself to call me back and get my password reset! Genuinely thankful, really good customer service. When I went to initially get my glasses service was also fantastic, and kind. Definitely recommend this place.

Frequently Asked Questions About LensCrafters