LensCrafters — Local services in New York

0 star. LensCrafters is not trustable anymore. I was a loyal customer over years, had all my glasses, contact lens purchased and eye exams from the store. However, I was so upset about their recent services and staff.

I ordered my glasses and provided my personal frame in May 2024. Two weeks later they told me the glasses were delayed because the product didn't meet the quality inspection and they have to redo it; Another two weeks, they said Lab is returning the glasses soon; Finally, a week after, they reported that the frame is lost. Thank GOD, it took them 5 weeks and tons of lies to admit that they lost my frame, which values $400 from YSL.

After that, the real suffering story just started, I visited their stores over 4 times in the last 2 months asking for a refund of my frame. Receipts were sent, requests were submitted, talked to their managers numerous times. The only solution they brought up is just to send email to HOME OFFICE. I literally don't know if this virtual HOME OFFICE actually exists or not. No one dealt with my case and no response over months. Again, today, their manager is still insisting that the only approach to resolve this is waiting. How hilarious is it? I have been waiting for my glasses for nearly 3 months, how much patience do they expect me to have?

Their staff is so unprofessional and the best thing they are good at is keeping...

I had a 1pm appointment. I had extreme train delays and arrived at 1:12 (commuting from Brooklyn)There were only 2 ladies sitting, no customers when I walked in. I arrived and I wasnt even greeted, one lady’s back was turnt to me and the other had her face looking down in a book. When I walked up I acknowledged that I had an appointment for 1 and before I could finish the lady whose head was down when I walked in looked up said “well you’re late” I asked if I can still be seen, to which she replied “No, the grace period is 10 mins” I said ok, no problem and walked out as she went back down to her book. I have been going to that Len’s crafter’s since they were in Manhattan Mall with a different staff. This lady didn’t even ask if I wanted to rebook to be able to keep my business after all these years. I would have rebooked, but she didn’t care for me or my business. I’m honestly not surprised, I felt judged for being a black woman in a black hoodie with air max 90’s as soon as I walked in based on the lack of acknowledgment and empathy. I will never return to any Len’s crafters or any location associated with the company. I have arrived on time so many times throughout the years and had to wait sometimes over 30 mins...

I called the store a week prior to coming in today (3/21/2023) to inquire about purchasing glasses and needed some information about my insurance. I didn't know at the time how lucky I would be that Justin (Sales Associate) answered the phone. He was EXTREMELY thorough while going over all of my options. He also advised me that contacts were an option with my insurance (which I never knew) and I have had this insurance for at least 8 years and have purchased at LensCrafters before. With all his time on the phone I only thought it was right to set up a day where I could come in and hopefully meet with him to find a frame that I would like to purchase. He advised me when he would be in, and coming in today he did not disappoint. He was even more fabulous than he was on the phone. I appreciated that he was honest, patient and paid great attention to detail. I explained to him that I have had a lot of not-so-great experiences before at LensCrafters however he has made up...