Verified Company
Beautiful store, with the best customer service around! Highly recommend!
Reply from LensCrafters
2026.04.24
Thank you for your review! We are happy the experience exceeded your expectations! We strive to provide the best service and knowledge in the optical industry. We hope to see you again!
Everyone one was super nice. I went and they did everything so quick even got help on picking out glasses. Love it!
Reply from LensCrafters
2026.04.13
Thank you for your review! We are happy the experience exceeded your expectations! We strive to provide the best service and knowledge in the optical industry. We hope to see you again!
Updated 4/13/26
I completed the complaint form and was advised that the store manager would be contacting me within a week to discuss the issue. Considering the store manager was the issue, it should not come as a surprise that she did NOT, in fact, reach out to me. The automated response that looked like they took complaints seriously was just that, an automated response.
Our family of four has been seeing Dr. Wendorff for many years, and we highly regard him. He has consistently provided excellent care, which is the only reason we continued returning despite ongoing issues with the LensCrafters side of the practice.
Over the past few years, the store management has become increasingly difficult to work with. We have experienced repeated problems with lenses being ordered incorrectly, delivery delays, and quality concerns. Even though the location is now 20 minutes across town for us, we continued making the drive because we value Dr. Wendorff so much.
Last October, I had my annual appointment. Due to LensCrafters' ordering errors, I did not pick up my glasses until December, as it was hard to make it to the new office location because of my work schedule. I wear trifocals and immediately noticed that one lens appeared crooked. I tried to give it time, hoping I would get used to them, but it quickly became clear I could not comfortably wear them. They also seemed to be nearly blinding to wear while driving at night, which I had never had a problem with before.
I called the office and explained the issue, also noting that I would be traveling for work for an extended period. I was told not to worry and to bring them back when I returned, and that they would make it right if the lenses had been cut incorrectly.
When I returned yesterday, I was told that too much time had passed and nothing would be done to correct the issue. If I wanted new lenses, I would have to pay completely out of pocket, full stop. There was no acknowledgment of my prior phone call, no flexibility, and no consideration of the fact that our family spent thousands there as loyal patients for many years.
The manager was curt and dismissive. No concession or compromise was offered. I am now left with a pair of glasses I cannot wear, and because insurance was already used, I will have to pay entirely out of pocket to correct their mistake.
Unfortunately, my husband also purchased glasses at the same time and has an appointment today to pick them up. After this experience, we will not be returning.
We love Dr. Wendorff and his clinical care, but the current store management has made it impossible for us to continue as customers. This has been an expensive lesson in misplaced loyalty, costing me roughly $500 to correct a lens issue because I was unable to return it within 30 days (despite the fact that it took them on more than one occasion longer than 30 days to get glasses to me).
What is most disheartening is not even the policy itself. I understand that I was outside the 30-day window. What was troubling was the complete lack of acknowledgment or apology for the crooked lens and the absence of even basic empathy. There was no ownership of the original error, no effort to problem solve, and no willingness to meet in the middle. I would have gladly worked toward a reasonable compromise if there had been any indication that correcting the situation actually mattered.
Instead, the interaction felt dismissive and transactional after years of loyalty.
Proceed with caution
Reply from LensCrafters
2026.03.20
Thank you for your review. We are sorry to hear that your experience at LensCrafters did not meet your expectations. We strive to provide the best customer service in the industry. Please go to www.luxotticacustomercare.com/lenscrafters/careform so we can work to correct this issue for you.
All of the staff is really nice, from the Dr's side to the retail side. The girls in the retail side were very easy to talk with. They help me puck my glasses out. They were lit if help. I say they went above and beyond... thanks gals
Reply from LensCrafters
2026.04.12
Thank you for your review! We are happy the experience exceeded your expectations! We strive to provide the best service and knowledge in the optical industry. We hope to see you again!
I came in yesterday to browse lenses after leaving another nearby eye care store, having had a not so great experience with their overall selection of frames and inability to order other colors. Ashley welcomed me in and assisted me right away in finding frames and showing other color options available for order. I was able to select two frames I liked that Ashley helped me order. It was a very smooth experience and I will certainly be back.
Reply from LensCrafters
2026.04.04
Thank you for your review! We are happy the experience exceeded your expectations! We strive to provide the best service and knowledge in the optical industry. We hope to see you again!
Ashley was fabulous! Super helpful! I would recommend them to everyone.
Reply from LensCrafters
2026.04.03
Thank you for your review! We are happy the experience exceeded your expectations! We strive to provide the best service and knowledge in the optical industry. We hope to see you again!
"I've heard nothing but great things from my family about LensCrafters! They highly recommended I come here, so I'm on the way."
Reply from LensCrafters
2026.03.31
Thank you for your review! We are happy the experience exceeded your expectations! We strive to provide the best service and knowledge in the optical industry. We hope to see you again!
Sweetest young lady helped me when I called to get a benefit quote using my insurance. I only want to deal with Simone when I come back. Please keep recruiting jewels like her.
Reply from LensCrafters
2026.03.31
Thank you for your review! We are happy the experience exceeded your expectations! We strive to provide the best service and knowledge in the optical industry. We hope to see you again!
Love my new frames! Very clean store and helpful staff. This location also has the best selection.
Reply from LensCrafters
2026.03.30
Thank you for your review! We are happy the experience exceeded your expectations! We strive to provide the best service and knowledge in the optical industry. We hope to see you again!
My sales person Cymone did an excellent job for me and my fiancé eyewear. Friendly and patient and supportive in picking out our glasses.
Reply from LensCrafters
2026.03.30
Thank you for your review! We are happy the experience exceeded your expectations! We strive to provide the best service and knowledge in the optical industry. We hope to see you again!
Simone was outstanding, she made the process of selecting both regular and prescription sunglasses smooth, efficient, and enjoyable for my daughter and me.
Reply from LensCrafters
2026.03.30
Thank you for your review! We are happy the experience exceeded your expectations! We strive to provide the best service and knowledge in the optical industry. We hope to see you again!