LensCrafters — Local services in Paradise

April 25, 2025 I had an eye checkup at the Lenscrafter Fashion Show mall, the lady borrowed my prescription glasses to check with her machine. As soon as she was done, she returned it to me, I held it in my hand, then put it in my purse. I did not wear it the whole time. I ordered new prescription lenses for my existing frames. I didn't use my frame allowance from my insurance.

As I was home and took my glasses out, I noticed that the frame was broken, one of the lenses fell out. It was unusual that it was broken on the circular frame. I was thinking that had I was the one who broke it, it wouldn't be a cut in that circular frame. All I think is that the lady at the store broke it while she was doing something with it in the machine.

The next morning, April 26 @10am as soon the store opened, I called the store and spoke to a saleslady and told her what happened. She said, "Just come to the store as nothing can be fixed over the phone". So I went to the store around 5pm. Mario Ramirez manager asked me in an interrogatory manner, "Why you didn't come to the store right away when you noticed that your glasses was broken. He said that if the staff had broke it, she will inform the Mgr right away and fix it. He even said they will look at the store videos, which I don't mind. He made me feel that I went there to scam them just to get a free frame. He called the store manager Andrew Phillips for advise, but right there and then they concluded that it was my fault, and they made a decision that I need to purchase a new frame.

I already have 2 sets that I ordered from them. I paid $299.34 just for the lenses. I explained that it wasn't me who broke it. I was always careful with my glasses knowing it's the only one that I have. I made a request to them to take care of the frame no matter how cheap it is. I just can’t afford to put money out since I already paid $299 for an existing order. I even suggested that they can use my insurance allowance for the frame. But they wanted me to pay more.

I'm airing my frustration here as I felt like a loser, I felt defeated and undervalued despite being a loyal customer at the end of that conversation. I'm not trying to scam by getting a freebie. I wanted them to take accountability and help me but they refuse.

I just hope that this won't happen to other people. The store managers Mario Ramirez and Andrew Phillips, they have horrible customer service skills, they don't deserve to be managers. I don't mind my glued glasses for now. I'm just hoping that these 2 managers won't stay for too long in their position. Please if somebody can help me escalate this to the right people. I'm willing to explain more my story. I got nothing to hide and be ashamed...

I came to this location last year for the first time and it was a pretty good experience. I'm local and I'm back again this year because of that. I didn't think I'd have an even better experience, but here we are! Z and Val checked me in smoothly for my contact lens exam with the doc. Thanks for the warm welcome back and the tip about the Neiman Marcus Café. When I mentioned I parked on the opposite side of the mall(underneath NM) Z mentioned the little café inside with a full bar and I was intrigued. I stopped on my way out for a bite and was NOT disappointed. Also, I like the paperless system! Dr. V your staff is excellent and so are you. I appreciate you taking the time to clearly explain with all my questions. I also appreciate the contact lens suggestion. I like these Precision 1 lenses better than the old ones. It's like I'm wearing nothing at all on my 👀 eyes! I was only meaning to get daily contacts for sports and I was content with my glasses from last year, but I'm glad Carole (manager) set me up with Juan to look at some new frames. Juan, I appreciate the enthusiasm you have for your craft and the tools you have to get the job done! You helped me find an even better frame for my face and prescription (my Rx is strong) WITH FLAIR! WOOOOOOOOO! I CAN'T WAIT to rock these new 💛 yellow/clear frames when they come in. I have to wait, obv but I'm stoked! All in all, this was a good trip to the eye doctor! I don't mind going a little out of my way to visit the Lenscrafters inside of the Fashion Show bc of the awesome staff. Next time I'll remember to park by Dillard's though. See...

Yeah all these good reviews must have gotten something good out of leaving a review because they are LIES. This location is the absolute WORST eye glass place I have ever gone to. I purchase glasses basically beginning of march. Immediately start to notice something on my lens is peeling I don’t think anything of it as it start off so small. 2 months goes by the entire lens is covered in bubbles of something peeling off the lens BUT I have NOOO type of coat on my lens at all that I myself had added. I come in the little boy helping me take any glasses to the back to ask them how they would get like that. He comes back and tells me it’s just a faulty product on their end nothing I had done. So of course I asked him if he’s going to replace them as it THEIR fault. He says no I have no insurance that I should have bought insurance. EXCUSE ME? You just told me it was faulty product on YOUR END so isn’t in anyway my fault but you won’t replace them? Absolutely crazy. To give someone something that doesn’t work especially with a high prescription as I have with astigmatism in both eyes and it doesn’t work and they don’t get new glasses simply because I didn’t purchase insurance that only cover something I may had done like breaking , loosing etc. Not okay do they not fix it but the costumer service HORRIBLE!!!! I put in 2 care forms to speak with the owner and NOTHING BACK this was over a month ago. STAY AWAY FROM THIS LENSCRAFTERS! All they...