Because LensCrafters. Because Sight. A unique eye care experience tailored to your needs. Because quality.We offer a complete range of premium lens solutions, including leading brands’ latest sun and clear lens technologies. Because eye health.Our independent optometrists care about your vision and want you to see your best daily. They use the latest eye exam technology to offer you a personalized prescription and recommend the right lens or contact lenses.Because style is unique.No matter what style or brand you’re looking for, we have year-long must-have frames from top designer brands. Just the answer you’re looking for.
Written by the business, not verified by us.
Is LensCrafters legit?
LensCrafters (www.lenscrafters.com) has a 2.3 out of 5 rating on OK.one, based on 101 user reviews collected here. It is listed under Construction & Manufacturing and its reputation is poor. 61% of reviews are 1 star, a relatively high share; The business has replied to 99% of negative reviews; Reviews mostly discuss Product, Customer service, Price. Last updated 2026-08-12.
What reviewers say
AI generated
Most reviewers were unhappy with their experience overall. People frequently mentioned receiving incorrect or defective lenses, extended delivery delays, and high prices that completely failed to match the poor product quality. Consumers also struggled with unhelpful phone lines, long hold times, and dismissive customer service when trying to resolve issues or request proper refunds.
Though some reviewers faced major challenges, a few other people also felt that the store staff provided quick, friendly repairs and helpful assistance. Customers noted that certain employees were exceptionally professional, knowledgeable, and polite when handling quick frame adjustments or routine eye exams.
Auto-generated from all reviews of this business. For reference only.
I recommend an ophthalmologist over an optometrist
I have had my yearly eye exams done at LensCrafters for many years and was always satisfied, but I no longer recommend them after a certain age. I am 69 years old, and they always checked my eye pressure for glaucoma and it seemed fine (ah good, peace of mind -- wrong!!) I also have a cyst in the corner of my right eye which I noticed was bigger than the last exam but nothing was said. Because of concerns with the cyst, I went to an ophthalmologist (LensCrafters only has optometrists). He did a routine glaucoma test since I was a new patient and then further testing a few days later; it turns out I have moderate glaucoma in both eyes (even though the pressure is good). This is unusual, but not unheard of. I am now on treatment so the glaucoma doesn't get worse and am glad it was caught in time. My advice: If you're over 50, do NOT trust your yearly exams to an optometrist, but go to an ophthalmologist.
Reply from LensCrafters2026-06-25
Thank you for your review! We’re sorry to hear of your recent experience and we’d be happy to look into it for you. Please submit your information to: [email protected]. For in-store experiences, please send us your information by clicking this link: https: https://luxotticacustomercare.com/lenscrafters/careform
On 6/6/2026 I received an eye exam & picked out glasses to purchase. I paid $467.10 by Visa card. On 6/14 I went to pick up glasses. I discovered the wrong glasses had been ordered & I showed the lady the correct glasses I originally picked out. I picked out model TF2270B $398 & model TF2254BU $453 were the glasses I received. I was told there was no price difference. After calling serval times & going back in forth with Meia on 6/20 she finally looked into the situation & stated I should receive a refund but she will need to check with head quarters.
Reply from LensCrafters2026-06-24
Thank you for your review! We’re sorry to hear of your recent experience and we’d be happy to look into it for you. Please submit your information to: [email protected]. For in-store experiences, please send us your information by clicking this link: https: https://luxotticacustomercare.com/lenscrafters/careform
Kayla has great customer service she helped me out a lot.
Reply from LensCrafters2026-06-30
Thank you for your review! We appreciate your feedback! If you need any additional assistance, please contact us directly or go to our website for more information!
Lenses were made wrong 4 times. Store employees were not the problem, the lab they send away to was. Incompetent lens makers (obviously) and low quality materials. I will NEVER use this company again. I finally gave up and went to the place that made my other pair of glasses right the first time. Same prescription.
Reply from LensCrafters2026-06-24
Thank you for your review! We’re sorry to hear of your recent experience and we’d be happy to look into it for you. Please submit your information to: [email protected]. For in-store experiences, please send us your information by clicking this link: https: https://luxotticacustomercare.com/lenscrafters/careform
Poor patient care. Poor office management. False information. (Oakridge Mall on Blossom Hill Rd. in San Jose, CA)
I had a confirmed appointment with Dr. Brittany Huynh that was verified through the office website, email confirmation, and text message reminders. However, when I arrived, I was informed by the office manager that my appointment had been canceled because their only method of confirmation is by phone. The confirmations by website, email, and text message should have been disregarded.
I found this policy frustrating, illogical, and disappointing. If an appointment is already confirmed through multiple official channels, patients should not risk having their appointment canceled simply because they did not complete an additional phone confirmation. This resulted in a wasted trip and unnecessary inconvenience.
I believe the office should clearly communicate this unusual requirement in advance. I mention Brittany Huynh because as a doctor of optometry, she should advocate for patient care over shady business strategies.
Reply from LensCrafters2026-06-22
Thank you for your review! We’re sorry to hear of your recent experience and we’d be happy to look into it for you. Please submit your information to: [email protected]. For in-store experiences, please send us your information by clicking this link: https: https://luxotticacustomercare.com/lenscrafters/careform
I was very pleased with my service. Store manager Martin, Ms. Solo, and Ms. Bates were very courteous, professional, and knowledgeable. The store has a positive atmosphere.
Reply from LensCrafters2026-06-23
Thank you for your review! We appreciate your feedback! If you need any additional assistance, please contact us directly or go to our website for more information!
Last evening (June 16, 2026, around 5:30 PM), my wife and I visited LenseCraft at Oakville Place to inquire about purchasing Ray-Ban Meta Glasses (Gen 2 Wayfarer, dark blue frame with transition prescription lenses).
Initially, a staff member attended to us and showed a few options. Unfortunately, the dark blue frame was not available, so I asked whether it would be possible to order the frame directly from the Ray-Ban website and have the prescription lenses fitted through the store.
At that point, without any explanation or apology, the staff member simply walked away and started serving another customer. We waited for several minutes, expecting someone to continue assisting us, but nobody did.
We left the store, did some shopping elsewhere in the mall, and returned about 15 minutes later assuming someone would be available to help. There were two other staff members seated at separate workstations, and despite clearly seeing us in the store, neither acknowledged us nor offered assistance.
My wife was understandably frustrated and wanted to leave immediately. Personally, I was left with the impression that the staff simply did not want our business. We were prepared to spend approximately $1,000, yet we were treated as though our presence did not matter.
This was, without question, the worst customer service experience we have encountered in Canada. Being ignored twice while actively trying to make a purchase is both disrespectful and unacceptable.
To the franchise owner: if you would like to verify this incident, please review your CCTV footage from around 5:30 PM onward on June 16, 2026. You will clearly see us waiting in the store for assistance and then returning later only to be ignored again.
Utterly disappointed. I would not recommend this store to anyone seeking professional service or basic customer courtesy.
Reply from LensCrafters2026-06-18
Thank you for your review! We’re sorry to hear of your recent experience and we’d be happy to look into it for you. For in-store experiences, please send us your information by clicking this link: https: https://luxotticacustomercare.com/lenscrafters/careform
Thank you for your review! We appreciate your feedback! If you need any additional assistance, please contact us directly or go to our website for more information!
This is worst eye care provider in the world
I ordered glasses online it took a month to receive them
They were sent with unpolished lenses and crooked frame
I went to store at Hillsdale mall the guy said he is working there for over ten years and had a insulting don’t care attitude towards the customers he sent me away back to work with online when online said studs can take the return or address any issues
After returning the glasses through a long process they sent me a replacement pai after three weeks it was worse than first one of had Scratches on the frame from putting in lenses the lense was still cloudy thick and unpolished
Went to same Hillsdale mall store and was insulted and ill treated by the sand entitled manager sent back to work with online through ups and didn’t care about the issue for customer or LensCrafters brand most likely has been getting away with illustrating customers for over ten years so why stop now!
I then had to again spend long time effort to send the bad glasses back and still waiting for refund after three months
Save yourself time money and sanity and avoid LensCrafters like plague !!
Reply from LensCrafters2026-06-11
Thank you for your review! We’re sorry to hear of your recent experience and we’d be happy to look into it for you. Please submit your information to: [email protected].
Phong is a young man who understands customer service. Phong has been there a long time and does a fantastic job. He is always willing to help and always greets everyone as they come in. As a local physician who refers people to this location, Phong should honestly be the manager at this location. If he were to leave to another location, people will follow him and this location is very convenient for Irvine health community since many of our offices are on Sand Canyon and Alton.
Reply from LensCrafters2026-06-09
Thank you for your review! We appreciate your feedback! If you need any additional assistance, please contact us directly or go to our website for more information!
My family and I recently visited the LensCrafters location at Deptford Mall, and what should have been a routine shopping experience turned into one of the most uncomfortable retail experiences we’ve ever had.
I visited with my fiancé and my adult son to look at Ray-Ban frames. We had previously been told that a particular frame style might not work for my prescription, but we wanted to explore other options and ask a few questions. When we arrived, there was only one other customer being assisted. Rob welcomed us, and we explained what we were looking for. He politely told us to take our time and let him know when we were ready.
While we were browsing frames, an employee named Christy stopped assisting her customer, looked directly at my son and me, pointed in our direction, and whispered something, all I could make out was to” watch them” to Rob while motioning toward us. This occurred in plain view of another customer. I was looking directly at the interaction and immediately asked, “Is there an issue?” Rather than addressing the situation, she quickly turned her attention back to her customer.
There was no misunderstanding about what happened. Later, Rob apologized for the experience, which confirmed that what I witnessed was inappropriate.
What makes this even more disappointing is that we have been customers of this location for years and have never experienced anything like this before. During a previous visit, Christy was already dismissive, snappy, and unwilling to provide any meaningful explanation as to why the original frames would not work for my prescription. Her attitude was unprofessional and unhelpful.
In contrast, Rob took the time to thoroughly explain why certain frames would not work and provided guidance on brands and styles that would be a better fit. Brittany was also extremely helpful in tightening our current glasses and replacing the nose pads. Their professionalism and customer service were appreciated.
Unfortunately, those positive interactions do not erase what occurred. I left feeling racially profiled and closely monitored while simply shopping for eyeglasses. Even while assisting multiple customers, Christy appeared far more focused on watching us than serving the people she was helping.
As a disabled veteran, I choose to spend my money where my family is valued and respected, not where we are treated with suspicion because of the color of our skin.
Because of this experience, LensCrafters has lost a loyal household customer. Our family typically purchases approximately eight pairs of designer eyeglasses each year, and we will be taking our business elsewhere.
I hope management takes this feedback seriously and addresses both the customer service concerns and the apparent racial profiling that occurred during our visit.
Reply from LensCrafters2026-06-08
Thank you for your review! We’re sorry to hear of your recent experience and we’d be happy to look into it for you. Please submit your information to: [email protected]. For in-store experiences, please send us your information by clicking this link: https: https://luxotticacustomercare.com/targetoptical/careform
Picking up my two pairs of glasses regular and sunglasses. I was acknowledged almost right away and told to have a seat for my fitting. Zariah was my sales associate and got both pairs fitted right away. I told him that I am a little rough on glasses and asked him how to take care of them to prevent scratches. He was very helpful and told me how I could clean them without scratching them and he was very helpful and knowledgeable. Thank you Azriah you made my day. My husband loves the new sunglasses on me.
Reply from LensCrafters2026-06-09
Thank you for your review! We appreciate your feedback! If you need any additional assistance, please contact us directly or go to our website for more information!
Bought two pair of glasses at LensCrafters and after a couple months of not seeing as well as I did with my old glasses for distance, I happened to go to my ophthalmologist, who gave me the prescription, and I asked them to read the prescription on the glasses from LensCrafters. The my original prescription did not match the glasses so somebody was wrong.
When I went back to LensCrafters, they said their prescription was spot on and that my prescription was not correct for seeing distance compared to my old glasses so now I’m out over $1000 for two pair of glasses and have to use my old glasses to see distances. Definitely the last time that I will ever ever ever use LensCrafters.
Reply from LensCrafters2026-06-05
Thank you for your review! We’re sorry to hear of your recent experience and we’d be happy to look into it for you. Please submit your information to: [email protected]. For in-store experiences, please send us your information by clicking this link: https: https://luxotticacustomercare.com/lenscrafters/careform
Canceled My Online Order Twice Without Notifying Me!
LensCrafters is one of the worst companies I have ever dealt with!
On April 26, 2026, I uploaded my new prescription and placed an order for my contact lenses. I immediately received an email confirming my order.
On May 3, 2026, seven days later, I realized I had not received any further communication from them, so I logged into my account and found that they had canceled my order. There was absolutely no notice given to me that this had occurred. NO CALL. NO TEXT. NO EMAIL. NOTHING.
I was at work and could not call, so I tried to contact them through their chat feature. However, as soon as I typed out and sent my message, it would tell me, “Your chat has ended.” I tried multiple times. THIS WAS INFURIATING. I sent them an email complaining about the lack of notification and asking why my order had been canceled.
The next day, I received a response to my email. They made a huge deal out of explaining that I was not charged and that the hold on my insurance had been reversed, but they did not address the actual issue at all. I ended up placing my order again that day. Once again, I immediately received an email confirming my order. I checked my order status several times that day and the following day, and each time it showed that it was “In Progress.”
I forgot about it again for another ten days. Then, on May 14, 2026, I logged into my account and found that my order status was “Cancelled.” ONCE AGAIN, THEY CANCELED MY ORDER WITHOUT PROVIDING ME ANY FORM OF NOTICE.
I tried the chat feature again, but it was still broken and ended the chat as soon as I sent a message, so I sent them another email. This time, they told me that my order had been canceled because they could not verify my prescription. I contacted my doctor, and they determined that they had made an error and that my name was misspelled in their system. They corrected the error and sent me an updated copy of my prescription.
At this point, I looked into purchasing my contacts elsewhere, but every company EyeMed works with appears to be owned by the same corporation, and they are all horrible. I could not even get an order started. So I went back to the LensCrafters website for a third time, uploaded my corrected prescription, placed my order yet again, and received the confirmation email.
Shortly afterward, I logged back into my account. The status of this order showed “In Progress,” but the prescription information for the order was incorrect. It appeared to be my old prescription from the last time I used them in 2024. I double-checked the PDF copy of the prescription I had uploaded that day, and the prescription on it was correct. I then checked the other orders that had been canceled, and both of them had the correct prescription information.
I tried calling, but after spending an eternity navigating through all the options on their automated system, the only option it gave me was to use the chat feature. The chat feature seems to be working now, but after making me navigate through all the options again, it simply told me there was no one available to help me and ended the chat.
I will be canceling my EyeMed insurance, and I will never do business with LensCrafters again.
Reply from LensCrafters2026-06-05
Thank you for your review! We’re sorry to hear of your recent experience and we’d be happy to look into it for you. Please submit your information to: [email protected].
Josh at LensCrafters in Waldorf, MD store 0544, space 323 is fantastic! He was very knowledgeable, kind and professional! Please visit and ask for Josh!
Reply from LensCrafters2026-05-26
Thank you for your review! We appreciate your feedback! If you need any additional assistance, please contact us directly or go to our website for more information!
I wanted to leave a review of a product on the website, but i couldnt. Whatever I requested I got it, the glssses was the same, my prescription was right,my glasses fits good but at the site of the packaging that the product was put inside I was taking aback. Tracking info stated USPS but came in a UPS packaging , was messly sealed basically if i can put a picture here i will. At least the packaging should reflect what was purchased, it was quite expensive. This is more than a package that was damaged on its way to the Customer. I feel it was already old and extremely damaged.Took forever, to get it and you send the glases in this rubbish? I feel something such as glasses needs more protection. This is cheap marketing.
Reply from LensCrafters2026-05-27
Thank you for your review! We’re sorry to hear of your recent experience and we’d be happy to look into it for you. Please submit your information to: [email protected]. For in-store experiences, please send us your information by clicking this link: https: https://luxotticacustomercare.com/lenscrafters/careform
Can you believe a Burberry frame broke on its own while being worn during an office meeting? No drop, no pressure, no mishandling — just normal use. When not in use, the glasses were always kept in the original case provided.
I took them to LensCrafters and was initially reassured that the product carried a 2-year warranty. I was advised to submit an online claim, only to later receive a denial with the explanation that the damage was “not covered.”
This raises serious concerns. Either the product is not genuine Burberry quality, or the craftsmanship is shockingly poor for a luxury brand. A premium frame should not fail under ordinary day-to-day use. Eyewear is meant to sit on a person’s face — not fall apart unexpectedly during professional meetings.
Very disappointing experience, both in product quality and warranty handling.
Sadly, instead of genuinely acknowledging the situation or investigating how a supposedly premium frame could break under normal use, the store manager’s solution was to offer an additional 10% discount on the purchase of another frame.
That response felt deeply disappointing and honestly quite pathetic. When a customer raises a legitimate quality concern about a luxury product, the expectation is accountability and proper assessment — not a sales pitch to spend even more money.
A frame breaking on its own during normal office use, despite being carefully handled and stored in its original case, should raise serious concerns about product quality and durability. Offering a small discount instead of standing behind the product only makes the experience feel even more dismissive and frustrating.
Happy to take your money, and then cancel your order without a refund, with ZERO notification as to why. We called and waited on hold only to be told that those lenses won't work with my script. I will happily go somewhere else that respects time and empathy.
Reply from LensCrafters2026-05-22
Thank you for your review! We’re sorry to hear of your recent experience and we’d be happy to look into it for you. Please submit your information to: [email protected].
I placed an order for the thinnest lenses. I got the order but didn't like the frames. Had to wait over a week to get the refund to my HSA. I ordered new frames with THE SAME LENESES. I get an email 2 weeks after the order was place saying "I am reaching out to you today to inform you that your order has been cancelled due to the fact that we are no longer selling or making the 1.74 lenses for online orders. At this time I recommend going in a LensCrafters store to place the order as they will be able to fill the order there with the lens size you need."
So they literally offer something on their site that they can't make me and now I have to wait months before my HSA is refunded and I have to reach out to them to reinstate my insurance benefits. I will tell every glasses wearing person I see to avoid Lenscrafters.
Reply from LensCrafters2026-05-22
Thank you for your review! We’re sorry to hear of your recent experience and we’d be happy to look into it for you. Please submit your information to: [email protected].
Very bad experience. After 3 weeks of placing my order and being told that the order will take 7-10 days to arrive, I’m now told that the order was never submitted!! (So no glasses).
Interestingly, I called a couple of times before to follow up and each time was told that all is good and I have to wait. Now I see that the order was never submitted.
If you think that they offered me something special or an expedited service or anything you are wrong! I need to wait another “7-10 days” with fingers crossed 🤞
I’ve lost my trust anyway and won’t come back to this store or LensCrafters in general
Reply from LensCrafters2026-05-12
Thank you for your review! We’re sorry to hear of your recent experience and we’d be happy to look into it for you. For website orders, please send your order information to [email protected]. For in-store experiences, please send us your information by clicking this link: https:https://luxotticacustomercare.com/lenscrafters/careform
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