LensCrafters Reviews 

On June 13, 2026, I ordered glasses from Lenscrafters Sherman Oaks on Van Nuys Blvd. following a visit with their optometrist. I paid their asking price of $1,095.99. During the course of the next nearly 3 months, I called NUMEROUS TIMES to inquire about the status of the glasses. On several of those numerous occasions, I was able to reach a woman who identified herself as ABBY, the store manager. Abby was unable to provide the status during the times I was able to contact her, but promised to call me back with this information the following day. She claimed she needed to speak with the "optician" before she could let me know the status of the glasses I had ordered. These calls ranged from approximately 3 weeks after purchase all the way up through September 8, 2026. On not one of these numerous occasions did Abby follow through with a return phone call to me as she had promised. Other staff members were equally unhelpful. The excuse being repeatedly proffered was "your prescription is high and complex." On September 8, 2026 Abby came up with a new reason for the delay having to do with the frames being unavailable for a part of the time. No one ever explained to me what was going on or followed up on Abby's repeated FALSE promises to call me back with an update. Prior to September 8, 2026, no one ever called to inform me there was any issue of availability of the frames. Plain and simple: Either these people possess a callous disregard for the care of their patients OR they are disgusting liars or both. On September 8, 2026, after I expressed my anger and disgust with this situation, Abby then told me there were "two options: continue to wait or obtain a refund." There was no mention of expediting completion of the glasses. If no stars was an option, that would have been the rating. I will never again step foot in Lenscrafters Sherman Oaks. The California State Board of Optometry needs to investigate this facility.

I want to share my recent experience with LensCrafters at Limeridge Mall, and unfortunately, it was one of the most disappointing customer-service experiences I have had.

My wife and I went there after completing our eye exams because we both needed new reading glasses. We both have insurance coverage, and I had personally waited two years for my coverage to become available again. From the beginning, we clearly explained to the staff that we wanted glasses that would stay within the limits of our insurance coverage. We were assured by the associate helping us that this could be done and that we would both receive suitable pairs of glasses.

Before payment, the atmosphere was completely different. The staff were extremely welcoming, attentive, and eager to help. Unfortunately, once the payment was completed and we later returned with a problem, that level of service seemed to disappear.

When I received my glasses, I was extremely disappointed with the quality. The lenses were unusually thick and heavy, to the point that wearing them for more than about 15 minutes caused discomfort and pain on my nose. The visual clarity was also poor and, in my opinion, not even comparable to inexpensive reading glasses I have purchased elsewhere.

I returned to the store expecting that someone would listen to the problem and help find a reasonable solution. Instead, I felt as though the same staff who had been so welcoming before the sale barely acknowledged me. I stood waiting for some time before anyone approached me.

When I asked why the lenses were so thick, I was essentially told that this was because they had matched the glasses to the amount covered by my insurance and that this had been explained beforehand. That was not how I understood the discussion when the glasses were ordered. Had someone clearly explained that staying within the insurance amount would result in lenses this thick, heavy, and uncomfortable, I would have made a different decision.

What concerned me even more was that the proposed solution was simply for me to pay additional money. I was told that improving the lenses would cost more than another $196. After already spending more than $600 between our glasses, I did not expect to be left with an uncomfortable pair and then be told that the only solution was to spend significantly more.

The most disappointing part of the experience was my interaction with the manager, Chris. In my experience, his manner was dismissive and unprofessional. While I was explaining my concerns, he frequently avoided eye contact, appeared irritated, and spoke to me in a tone that made me feel as though I was asking for a favour rather than trying to resolve a legitimate issue as a paying customer. I did not feel that there was any genuine effort to understand the problem or find a reasonable solution.

A manager should be the person who steps in when a customer has a serious concern, listens carefully, communicates respectfully, and tries to protect both the customer relationship and the reputation of the business. Instead, I left the store with the same unresolved problem while watching attention quickly return to new customers who had not yet made their purchases.

What disappointed me most was the contrast between the service before payment and the service afterward. Customers should feel valued throughout the entire process, especially when something goes wrong.

Based on my personal experience, I cannot recommend this LensCrafters location. If you are considering purchasing glasses here, I strongly suggest asking very specific questions about lens thickness, quality, upgrades, additional costs, and exactly what your insurance coverage will provide before making any payment.

Unfortunately, after spending more than $600, I left feeling disappointed, unheard, and without a satisfactory solution.

If you are thinking about buying the Tiffany glasses in the "Frosted Pale Sapphire" color—which looks a bit like mint green (TIFFANY & CO. 0TF4231U)—you should really think twice. They aren't exactly cheap, and the color changes; I bought mine just nine months ago, and the bottom part of the frame is already turning beige. Tiffany is a brand known for quality, but in this case, I don't think that quality holds up. What’s even more unbelievable is that LensCrafters won't honor a warranty because I supposedly didn't buy insurance. If you're buying a quality product—or at least what you *think* is a quality product—why are you forced to buy insurance? My recommendation is to avoid buying from LensCrafters and to choose a brand other than Tiffany; or, if you are set on Tiffany, pick a color other than Frosted Pale Sapphire/mint green (TIFFANY & CO. 0TF4231U).

2 pairs of progressive glasses.
Like full readers Can't see distance. The reading part of glasses is near the full lens and they do the reading part up the sides. Like who reads out the sides..waste of money.

Lens Crafters is always great, Charlie is a treasure for them, always going the extra mile to support customers!

Ordered glasses for two day delivery. Paid $25 for 2 day shipping and bought expensive add on coatings to qualify and now it's pushed out to a week. I'm going out of town for two weeks. That's why I paid for 2 day delivery. Have tried repeatedly via phonecall and chat to speak to a person and the call just hangs up or chat abruptly ends. There's no way to get help with this. It's insane.

Update: found a way to get in touch with someone finally by pretending I was asking about a promo which actually gave me the option to speak to a person. The glasses ended up coming in time (despite the misleading pushed out estimated date that it updated to initially), though the glasses case came in dented so I have to wait for a new one to be sent. Not sure why it it said it was going to take a week as that added to the stress on top of not being able to live chat with a person for the reason I actually needed help. The follow-up I received since has been appreciated, but Lenscrafters really needs to offer a better customer service option for those trying to reach a live person in real time on their website or via phone. Also, the tool for measuring pupils on their website is extremely inaccurate. DO NOT trust the measurement this gives you.

The appointment was scheduled online, and our insurance information was entered exactly as it has been for the past several years. At no point during the online scheduling process or in the appointment confirmation were we informed that LensCrafters no longer accepts our insurance.

When my wife arrived for her appointment, she was told that LensCrafters no longer accepts our insurance and that she would have to pay out of pocket for both the eye exam and the glasses.

This was extremely disappointing and frustrating. If a business stops accepting a customer's insurance, that information should be clearly communicated during the scheduling process and in the appointment confirmation—not when the customer arrives for the appointment.

My wife canceled the appointment, and we will be taking our business elsewhere.

To be honest, LensCrafters was never the cheapest or the fastest when it came to accommodating our needs, but we continued to use them because we were familiar with the company. After this experience, there is no reason for us to continue doing so.

Went in for an eye exam and to get glasses. Process is very slow and busy. Once I found what I wanted, they had to run around looking for a working measuring device. By this time I needed to leave (being there for about an hour fifteen already), said I would be back. Not great, not horrible, I guess average these days. Weird prescription, missing a few numbers and a lot different then previous prescriptions in a couple of places.

Later I decided to check if I could order the glasses online. I wear progressives, so in the past, it was normally not available most places online, but it’s been a few years. It appears that they will let me order them online, so I place my order, and assume they have some way to measure my face and the frames from my progressive lenses. Didn’t prompt for a photo, didn’t redirect me to get an appointment to get fitted in store, weird. Delivery estimated two weeks. Not a problem, all the previous places say two weeks and you get a message in about 4-5 days.

Two weeks… later I get a message out for delivery. Then I see the message delivered. A few hours later I check the status to see why I haven’t received a pickup message, and the status says “delivered and settled”. I really didn’t know what that meant so I just called the location. Gave him my info and he responds, we didn’t receive an order for you today. I explained the emails, status, etc. he goes and checks again. I guess they find my order and the tracking number and see that it shows delivered to that store at 11:02am. But the are adamant that my glasses didn’t show up. I ask what’s next and they respond that I have to reach out to online customer service, stores have no visibility, cannot change anything, you have to reach out to online customer service. No help, didn’t want to deal with it in store. Weird though, because I didn’t know it was a franchise.

Try to reach out to customer support. Not easy to find contact information (one of my top indicators of a bad company), then get only live chat option. It wasn’t “live” in the sense live-person, just live in the sense that eventually if you can make it, maybe you will get a busy, overworked agent handling multiple contacts at one time. After painfully slow interaction with the agent, nothing, but a possibility that a lost package ticket was open (never any confirmation of that). This was upsetting, it’s a sign when a company doesn’t want to make it easy to speak with someone. This is kinda bad.

I received a call at 6:31pm, voicemail stated they found my glasses and I can come pick them up tomorrow. Convenient, one minute after the store closes.

During the night I get an initial response that my order is ready for pickup and another pickup email.

After work I go to the store to pick up my glasses and they cannot find my glasses. They look and look, help other clients, look, look some more… finally, we found them, let’s try them on. Put the glasses on and it’s blurry almost everywhere. We go back and forth about the same company, why they would allow me to buy prescription progressive lenses online with no measurements, and why they have no access to the online order. They put the dots on the lenses to identify the regions and measure them on my head and they don’t line up, not close. Type of frames can only be adjusted so much. Still blurry. I’m mad now, not sure if prescription, lack of measurements or what. Return the glasses and request another exam to verify my prescription.

Next morning, I discussed my issues and then had the most detailed exam I’ve ever had. It was a lot different than the first in almost every way.

So now my dilemma is this, I have two prescriptions done two weeks apart, somewhat different, by the same doctor, but additional tools for the second. If I take this to another eyeglasses store, I’m pretty sure they won’t take them back or repair the lenses since the prescription isn’t from their store if there is a problem with the prescription. I can’t get another prescription with my insurance because of the yearly cap on exams, so I have to pay out of pocket. I do not think I want to continue doing business with LensCrafters after finding out how the company works and the ownership. Unfortunately the frames I want are either owned by LensCrafters or one of its sister companies, so even if I can find them they will be more expensive at another store. I also don’t think that they offer the transitions (owned by the same people) option I want outside of LensCrafters or Pearle Vision (owned by the same people).

I can’t recommend anyone go to LensCrafters.

My name is Rae Smith. The doctor was very thorough…except for the lens experts, they completely damage all of my glasses. The glasses are so bent out of shape that when I try to straighten them, it broke in half.

I specifically said “PLEASE DONT NOT BEND THE FRAMES”, response…we won’t!! What did they do? EXACTLY what I asked them NOT TO DO!!! Days later the frame does not sit well on the face…waste of money!!

I would not recommend LensCrafters to anyone!!

I have been going there for years. I love coming back and seeing familiar faces. New faces are fresh & exciting too! Always great customer service and they go the extra mile! Cookie & Katelynn are so sweet!

Ordered contacts. They took the money out of my checking. They said a couple of weeks for them to send them to me. This was 3 weeks ago. Called last week they told me they should be coming. Called today and they said it is on back order and not sure when them might come. The staff said they work call and never did. All I got was a staff manager and never got to talk with a manager.
Told they do to all of the i will never come back. I with been with lens crafter for 7 years.

Maybe the too busy or just dont care. But they have a sign up that if you happen they will make it right. I told them I just want to cancel my order and get a refund. They told me they are mailing to me and once I get they bring them in and then I will get a refund. Asked if they dont come, they didn't have an answer

I placed an online order with LensCrafters on June 26. For the next ten days, the order remained at “processing” with no explanation for the delay.

LensCrafters never contacted me to tell me there was a problem with the order or that the frame was unavailable. I had to keep checking the order status myself, and all I continued to see was “processing.” I eventually learned that the frame was on backorder.

By July 6, I had waited long enough and called LensCrafters to cancel the order. The representative told me she would cancel it, but the cancellation was not completed as promised. I then had to make additional calls and send emails just to get the cancellation processed.

The order was eventually cancelled and I received my refund within about a week, which I appreciate. But this was much more work than a simple eyeglasses order should have required.

If an item is unavailable and an order is going to be significantly delayed, the customer should be informed rather than left indefinitely looking at a “processing” status with no explanation. And once a customer is told an order will be cancelled, that cancellation should actually be completed without requiring repeated follow-up.

The matter was ultimately resolved, but the lack of communication and the amount of chasing required made this a frustrating experience.

Had a very nice experience with sale associate Leoal at Hillcrest Mall location in Richmond Hill, Ontario. She was pleasant, knowledgeable, professional and very well versed in the products. She took her time and answered many questions. The store has a positive atmosphere as well.

I give them 0 stars. They have poor billing practices. They refused to bill to 2 different insurance policies. Their prices are over priced. Can get the same glasses for less elsewhere. Don't bother with the link provided for me to respond to. It gets you no where.

I bought prescription sunglasses. After 60 days the lens started peeling. There's no manufacturer warranty as they don't warranty prescription lenses. Never buy from them

I want to share information with potential customers for lenscrafters. Whatever you do, do not buy any glasses from this company. They are the worst they used to have a pretty good name, but now it's no good. Your glasses will never be right. That's why they're offering 40% off. And, if you're not satisfied in 90 days, bring them back and we'll redo them. That in it self is a problem that means something is wrong, I have been waiting almost a month for my glasses. They told me they came in, but there was a mistake on them they had to go back. Don't say no one told me. You've been warned. Prosper, Tx.

Their "designer" glasses are incredibly low quality especially given the high price tag. Would not recommend.

Had a great experience with my eye examination. Thank you

Sarai Cisneros at North Star LensCrafters assisted me. Her positive attitude was more than i find in other stores. She is pleasant, knowledgeable and willing to do whatever is required to assure clients this the place to obtain glasses.

Ricardo at Lenscrafters in Surprise was terrific/immediately greeting customers as soon as entering store even when busy. He explained quickly the process for picking frames and then let the customer pick out frames and then immediately helped customer adjust the frames and pick out the options wanted such as progressives and transitions. I would recommend Lenscrsfters to anyone wanting to buy new glasses.