LensCrafters — Local services in Frisco

I bought and received my frames and lenses online from LensCrafters.com without issue. They looked perfect with the exception that they were not adjusted for my head, which was expected. Its been ~a month since I received them and was near this Lenscrafters store so I thought I would get them adjusted. Mr. O'Neil, the store manager, happened to be the person available to help me with adjusting the frames. He didn't appear to be careful with my new frames while adjusting them until after he asked where I got the frames (I had already told him Lenscrafters online when I walked in). After this his demeanor completely changed. He told me the lenses were not cut correctly, causing them to not fit the frames correctly. He told me I would need to ship them back so the lenses could be cut correctly. After leaving the store and getting a closer look at them myself, I realized that he had bent the notch that holds the lenses in a way that they couldn't possibly fit anymore. I went back to the store and pointed this out. He still swears up and down that the lenses are not cut correctly when the notch that holds the actual lenses is still bent in an unnatural way that can't fit them properly. Before coming to this store, the lenses fit the frames just fine, and the notch that holds the lens was not bent in a way that does not fit the lens.

To top this all off. After he "fixed them" he told me I should have bought them from HIS STORE and they would have made sure everything is correct.

This leaves a poor taste in my mouth as my experience online was professional, efficient, and acceptable. However, I go into a physical Lenscrafters store and they are unwilling to help with an adjustment to the point that they messed up my frames and suggest buying them directly from the storefront instead.

I was told at the store that the way my frames are now, the lens will not pop out but, will just look a little off. I do not intend to ship them back as I need them for my job, driving to my job, etc. Functionally, they get the job done. For +$200, I was going for a little more than just functional though...

Being a young adult, on my own and with a decent job, this was the first pair of glasses I have bought for myself, and I intend on buying a pair every year my insurance will allow. My job requires my eyes to perform well. If this is the level of customer care I can expect in person, from a manager, at Lenscrafters, I do not think I will be returning. I understand that mistakes happen, but it is unacceptable to mess up and then claim it is the fault of another's work. Especially when it would be on the customer's time to resolve the issue. Next time, own...

On 10/7/24, my daughter and I experienced racism at the Stonebriar location. My daughter and I went to Lenscrafters to purchase a new pair of prescription sunglass. We arrived at the store 3 minutes prior to the store opening. At which time, there we 2 parties ahead of us in line. When the store opened, the 2, parties immediately when to a desk for service. My daughter and I began looking at different sunglasses. We were not greeted or offered assistance at this time. Another individual walked into the store a stood at the casing next to us. Sam (the store employee) walked to the individual and asked him if he needed assistance. Sam did not acknowledge my daughter and I, even though we were within 5 feet of the person he offered assistance to. Another person walks in and stood at the casing to my left. Sam AGAIN acknowledge their presence and offered his assistance. AGAIN my daughter and I were not acknowledge even though the person was within 7 feet from us. Instead of acknowledging us for the 2nd time, Sam went to his seat and sat down. After a few minutes, Sam walked to the back of the store. At this point, my daughter and I were in the store for 15 minutes and were not acknowledge by Sam even though 2 guests walked in to the store after us. FINALLY, after Sam came from the back of the store, he finally saw the only black people in the store and he said let me know if you need help. NO SAM, I do not need help from after you walked past my daughter and I multiple times and disregard our presence’s. When I spoke up for my daughter and I he proceeds to make an excuse about his manager not being there and being worried. Sir if you were worried you wouldn’t have acknowledged and offered your assistant to two other guest that was standing in the same area as my daughter and I. Needless to say, this location doesn’t have to worry about my black dollar. Disrespect and racism should not...

My wife and I went to this location around 3:00pm Sunday February 20 where we were promptly greeted by a gentleman who introduced himself and explained where everything was located. I wish I could remember his name as he was great. I do believe he stated he was new and still in training. We had our prescriptions in hand for a total of 4 sets of glasses. Including a mix of transition lenses, readers and progressive lenses. We were prepared to spend quite a lot.

The selection is very limited and primarily consists of higher end name brand designer frames. After some browsing, we found some frames we liked and sat down with our associate to start the order. I was told I could drag a nearby chair over next to my wife so we could both be served at the same time. That’s when the wheels came off.

A few moments later, I believe his name is Michael, walked up behind me and not so politely said he needed my chair. As I stood up, Michael doubled down with rudeness by saying “Sir, we have customers who are buying!” As if to say I was some kind of second class customer because he assumed I wasn’t buying. When I informed him I was also buying, he stuttered for a few seconds, obviously unsure how to respond but still took the chair leaving me, a paying customer to stand there.

I immediately informed our associate he needed to return our prescriptions and insurance information as we weren’t about to spend nearly $2000 on 4 pair of glasses after being spoken to in such a way.

I feel bad for our salesperson. I suspect they are commission and he lost out due to the boorish behavior of a coworker.

I hope management finds this review and realizes they have a complete tool working there with no business in customer service. Especially a healthcare type position. That guy would be better suited cleaning bedpans at...