LensCrafters — Local services in Escondido

Awful service during the pandemic. My prescription is barely two months expired (which expired over the lock down) and the doctor is refusing to honor those months and allow me to buy them. They originally said that the doctor was giving an extension for patients who expired during the pandemic, but in a move of pure greed are now not honoring extension and forcing people to come in for an examination. With elderly cancer patients in out home we are attempting to social distance and limit all unnecessary exposure. Taking my parents back and forth to the hospital with dry contacts has been hard enough while waiting for eye exam stores to open. While the customer service rep rudely told me that I could have purchased them online during the pandemic, I explained to her that there was also no way to get the prescription while they were closed during the shut down either. I was scheduled for an appointment on Monday but the receptionist told me to wait until she had spoken to the doctor because she was offering extensions as a courtesy. No one called me and my appointment day passed. I called today and was informed that the doctor declined the extension. While I understand that in person appointments are necessary for things like my parents cancer treatments, eye exams with barely expired prescriptions could easily be solved by offering a one or two month supply (which I would gladly pay for in full) would be the decent thing to for patients who have been loyal Lenscrafters customers for years. I'm sad that this is the way that Lenscrafters has allowed their franchises to handle patients during these troubling times and I will begin to look for other local options for my family's vision needs. Lenscrafters needs to look at how Kaiser is handling the pandemic. They are the model of how to be decent to people when they are confined to their home for reasons they...

This was the second-worst customer service experience of my life.

The salespeople told me they were covered under my insurance, but didn't mention they were out of network, which was important once they botched my glasses.

I had progressive scan lenses made, and I have astigmatism. After two days of wearing the glasses, I noticed my vision was blurry in the near area of the left eye. I went to have it corrected, which turned into a month-long ordeal of repeatedly returning, where they were always dismissive of my problems and acted like they were doing me a favor by trying to fix it.

After a month of making adjustments and fabricating a second pair of lenses, they told me the glasses were perfect and maybe I just don't adjust to progressive scan. They implied I was imagining the problems.

I went to Invision Opotometry, where they were able to make glasses that work. They inspected the glasses from LensCrafters and found that the axial tilt was 8 degrees out alignment.

But, my insurance expired while I was working with LensCrafters to try and fix the issue. The insurance would have paid for a new pair if LensCrafters were in network, but since they're out of network the insurance couldn't do anything.

LensCrafters is willing to pay me back my copayment for the glasses they botched, but I'm out more than double that in what I had to pay for the replacement glasses.

Lesson learned; stick to legitimate optometrists and stay away from LensCrafters.

Edit: LensCrafters has responded, asking me to fill out a customer care form. But, I've already gone through that process and the only response I got was to go back to the store. Whoever was handling the form was completely disinterested in providing any assistance beyond what the store gave. It turned into a game passing the buck from store to corporate and...

By far best one at of the 3 local stores. The one in Carmel mountain used to be great about 10 years ago when I got my first eye glasses but I went about 2 months ago for an eye exam. Had an appointment and I still had to wait more then an hour then walked out of there because nobody helped me with my frame order. Then Tryed to order on line and after a few days the notified me they couldn’t get my office to shared the prescription 🙁. I went to the other location on auto pkway and was able to order my glasses but after a month the called me to tell me they couldn’t get the frame I wanted then I went in and they told me because I been waiting so long they would have them ready in 3 hours. I waited around the plaza for them to tell me they would not be ready until the next day 😡then when I picked them up they where so heavy they would not stay on . At this point I cancel my order. I paid cash $540 and just got a refund 7 days after !! Very disappointed!! So here I am wearing my old broken pair all this time . I decided to give lents crafters one more chance and walked in the store in the mall and in less then one hour I order my glasses and they where ready in 3 hours like they promised. Both the young man who helped me do the order and the optometrist who did my final fitting where very nice and professional. To the top management for Lents crafters pay more attention on how these managers are running your stores before you go out of business. We don’t go in there to spend $10 - $100. Usually is a few hundreds so it is not fair to go...