LensCrafters — Local services in New York

I went in to have my glasses adjusted before I left the country for two weeks. I needed a simple adjustment since the glasses were just sliding down whenever I would look down. My glasses were taken to the back to be adjusted by Nina, and I waited 20 minutes for it to be done, which is fine even though the store wasn’t very busy. Then Nina comes out with my glasses, and I try them on and they now fit perfectly. I thank Nina, and as she is walking away, I notice that the lenses are blurry, so I try to clean them. Then I realize that the inner third of both lenses has uniform striations (although I didn’t realize that they were deep inside the lenses), so there’s likely nothing I can do with my shirt. Having not yet moved from my seat, a saleswoman comes up to me and asks if I want to buy another pair of glasses before I leave. I decline but tell her that my glasses appear to be scratched and that I need Nina to clean them. Within 30 seconds, the saleswoman returns and says that Nina told her that I must have scratched the glasses (inside the lens) because she doesn’t do anything that can cause this kind of damage… yea right. I told the saleswoman that this was unacceptable, and that I needed a pair of functioning glasses, to which she responded that I could buy a new pair, but that I signed a waiver for the adjustment, so whether or not Nina damaged it, it didn’t matter. I’ve been a customer of LensCrafters for nearly 20 years and was quite appalled by the overall service and the lack of integrity. She would not admit that they caused the damage nor did she offer any sort of solution. I was forced to use an older pair of glasses with a slightly weaker prescription on my vacation to Europe for two weeks as a result. Incredibly disappointing. Very shortsighted business tactic if the staff is told to break glasses two months past their warranty and gaslight the customer into buying a new pair. Avoid this location at all costs, I’ve never had an issue in 20 years with any...

I am writing to express my concern regarding what I believe to be fraudulent practices I experienced at this store. Recently, I purchased a pair of lenses and initially, the process seemed smooth with all parties content. Initially, I chose progressive lenses, but due to the wrong alignment, I decided to switch to single vision lenses instead. However, I discovered that I had been overcharged by $40. When I pointed out this discrepancy, the employee who was helping me insisted I was mistaken but did not provide any evidence to support her claim. Subsequently, I sought a second opinion at another Lenscrafters store, which confirmed that I had indeed been overcharged. Despite my efforts to obtain a detailed receipt outlining the type and finishing of the lenses, I have only received a generic receipt on two occasions, both lacking the necessary breakdown. In-person requests at the store yielded the same result, and I was informed that anyone who could assist me was too busy at the moment. Furthermore, my attempt to address this issue through customer service has been unsuccessful, as I have not received a response in 10 days. I have since contacted them again and am trying to reach the district manager. Tomorrow marks the 30th day since I acquired the lenses, and the issue remains unresolved. I plan to return to the store to return the lenses. However, if this matter is not satisfactorily addressed, I feel compelled to seek legal counsel to ensure that such practices do not affect...

I got a pair of ray bans sunglasses. When I came to pick them up, the optician Nina was rude out of the gate. When I asked her to adjust my right nose pad, she tried arguing with me that the “lens was heavier” - and I had to press her to adjust them so they would fit more comfortably. She pulled out pliers and SCRATCHED my lens while adjusting them. I noticed about an hour later and went back to the store immediately (see photos for scratch). When I got to the store and asked them to replace the lens, first the cashier tried to gaslight me - claiming my glasses were adjusted in the back room and only by hand. But I had SEEN her use pliers out in the middle of the store just an hour prior. Then, the cashier claimed there were no pliers at the workstation. Then, Nina the optician came out and said that while she DID pull out pliers, they didn’t “fit” by the nose pad and that she adjusted them by hand. It is obvious that the scratch on my lens was done by pliers. I understand that accidents happen, and all I wanted was to have the lens replaced free of charge. Nina started arguing with me, saying that she absolutely did not scratch them, and that she “doesn’t know what I might have done with the glasses in the hour since I left the store.” This was ridiculous and disrespectful. In the end, I was forced to sign up for the one year warranty ($40!) in order to have the lens replaced. HORRIBLE CUSTOMER SERVICE DO...