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.
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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.
In August 2025, I visited the store for a routine eye exam and purchased a new pair of glasses. Within just a couple of months, the lenses had become horribly scratched — despite the fact that I have cared for them exactly as directed, using only running water, a small amount of soap, and the microfiber cloth provided with my purchase. The rapid deterioration of these lenses strongly suggests that an inferior lab is being used in the manufacturing process. My lenses are covered under warranty, so I contacted the Whitehall store to arrange for replacements. I was told the earliest appointment available would be sometime in April — nearly two months away. This is completely unacceptable. Had I simply walked into the store to order a brand-new pair of glasses, I have no doubt the turnaround time would be approximately 10 days. Why should a warranty customer be penalized with a two-month wait? I then contacted LensCrafters' main headquarters, where a representative named Mikka informed me that "whatever comes up on the computer is what it is" and that nothing could be done on their end. That response is dismissive, unhelpful, and frankly insulting to a loyal customer. I have been wearing glasses for over 60 years and have patronized many optical retailers over that time. I have never encountered service this poor — substandard lens quality combined with a complete unwillingness to make things right in a timely manner.
Reply from LensCrafters2026-02-17
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
Unable to get an itemized receipt for insurance. Spent over 3 hours with countless disconnected calls. HIGHLY advise against this company
Reply from LensCrafters2026-02-11
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]
Worst lenses in the world. Worst customer service. Saw six reflections coming from a single headlight at night. A big safety risk driving at night with the kid and family in the car. Despite several complaints, didn't fix the problem.
Reply from LensCrafters2026-02-10
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
ordered Ray-Ban Meta Gen 2 glasses and paid extra for authentic Ray-Ban lenses. When my order arrived, the lenses were missing the Ray-Ban logo. I had to send the glasses back, and I’m now waiting for them to be fixed and returned. This has been very unprofessional and disappointing, especially given the price.
Reply from LensCrafters2026-02-10
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
I purchased the One Year Eyewear Protection Plan at the LensCrafters located at 6 March Avenue in Manchester, NH. The plan clearly covers replacement of frames and lenses due to normal wear and tear. When I attempted to use the plan, the store refused to honor it.
There was no damage, no misuse, and no prescription change. This was a straightforward, contract‑covered replacement. I provided the written plan, receipt, and all documentation. The store still declined to process the claim and offered no meaningful assistance.
Because the refusal contradicted the written terms of the plan, I filed a formal complaint with the Better Business Bureau. I also contacted the New Hampshire Insurance Department, which reviewed the situation and noted the conflicting information provided by LensCrafters and their protection‑plan administrator.
Despite all of this, the store has continued to provide only generic, automated responses rather than addressing the facts or honoring the plan they sold me.
A protection plan is only valuable if the company stands behind it. In this case, LensCrafters did not.
Reply from LensCrafters2026-02-10
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
Needed help Sat Feb 7, 2026 - my frames lost a screw - I found a screw but thinner, did not work had to tape my earpiece to the frame. Stopped in and asked if they could fix it.
They did, and did not charge me, Kathline said it was a professional service they do. Kudos to Lens Crafters and especially Kathline at Mentor Mall LensCrafters Thank you so much :-)
Exceptional Service from Trevor Barham at LensCrafters RSM
I recently had the pleasure of working with Trevor Barham, an Assistant Manager at the LensCrafters in Rancho Santa Margarita (30505A Avenida de Las Flores). Trevor exemplifies what customer service should be: attentive, honest, and completely pressure-free.
From my first visit, Trevor took genuine time to understand my needs. With a high prescription requiring progressive lenses, I needed expert guidance, and Trevor delivered. He clearly explained my best options and, most importantly, told me which frames wouldn't work well—even when it meant steering me away from certain products. He honestly told me that the rimless glasses they carried would not accommodate my prescription; this was refreshing in a retail environment where pushing sales is often the norm.
When I purchased glasses based on his recommendations, I felt confident in my decision. The lenses were perfect, exactly as Trevor had promised. However, after wearing them over the weekend, I realized the frames (now with my lenses in them) were heavier than I preferred and not quite the look I wanted. My wife was lukewarm about the style as well.
When I returned to the store, Trevor's response was exemplary. He listened to my concerns, respected my decision to return them, and respected my choice to explore rimless options elsewhere—despite knowing he'd lose the sale. There was zero pressure, no last-minute deals, no attempts to change my mind. His integrity and customer-first approach earned my trust completely. In fact, I will like return to Trevor for a second set of lenses on my current frames once I secure my replacement glasses.
Unfortunately, this positive experience was nearly undermined when the store manager interjected during my return. She attempted to convince me to keep the glasses I was returning, which felt like a demonstration to Trevor on how to "save" a sale. This approach completely contradicted Trevor's respectful, no-pressure method and left a sour taste.
Trevor Barham is an asset to LensCrafters. His approach builds lasting customer relationships based on trust and respect—far more valuable than any single sale. I'll be back specifically because of him.
Reply from LensCrafters2026-02-10
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!
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!
+poor quality lenses (online order for progressive lenses)
+upon initiating return, was not given the option to purchase the frames only (had to return the frames with NO OPTION to buy them again...they were the last pair of this brand)
+waited for HOURS online to discuss return
+was mailed 15 (!) links for return labels, none of them worked (had to go through technical issues department)
+overall WASTE OF TIME, felt like dealing with a faceless, careless mega corporation
Lesson learned: support your local, friendly optometrist and don't fall for gimmicky sales, as you will get what you paid for.
Reply from LensCrafters2026-02-04
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 am extremely disappointed with the way they treat their customers
I am extremely disappointed with the way I was treated at this LensCrafters location.
I was pressured into purchasing unnecessary lens insurance, interrupted constantly, and treated with hostility during a phone call. The employee, Leila, was rude and dismissive and even hung up on me before I could explain my situation.
When I went to the store in person, the manager (possibly Edith) behaved in a similar way—refusing to listen and continuing to push insurance I did not need. Another employee eventually stepped in and confirmed that I was correct all along.
No customer should ever be treated this way. This situation caused me significant stress and left me with no trust in this location. I have filed formal complaints with corporate.
And now after the complaints that i’ve made lenscrafters said that they felt uncomfortable and unsafe and that i’m no longer be permitted to return to this store location, so if I have issues with my glasses again i’m gonna have to drive to a different city for that. They’re terrible!
Reply from LensCrafters2026-02-03
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
I’ve been a customer of LensCrafters for 4–5 years. I am a senior citizen, I carry excellent vision insurance, and I routinely purchase high-end frames and premium progressive lenses, often costing over $1,000 per pair.
What I experienced here is unacceptable — not just poor service, but total disregard for the customer.
My eye exam and purchase were both completed on January 9th. As of January 30th / 31st, I had received no phone call, no text, no email — absolutely nothing. No update. No explanation. No courtesy. I had to call them to find out what was going on with something I rely on every single day.
Whatever the issue was is beside the point. Silence is not service. Leaving a customer — especially a senior — completely in the dark after taking their money is unprofessional and inexcusable.
It gets worse. I was referred to the manager, Mel Aiena, and that went nowhere. No follow-up. No urgency. No ownership. Being handed off to management with zero resolution is not customer care — it’s avoidance.
This location feels disorganized, poorly managed, and indifferent to the people who keep it in business. The staff handling orders appear overwhelmed or untrained, and customers are treated like an inconvenience instead of a priority.
After the amount of money I’ve spent and the years I’ve been loyal, I deserved far better than this. No one should have to chase down their own prescription eyewear or beg for basic communication.
I strongly advise anyone considering this location to think twice unless you’re prepared to wait indefinitely, make repeated calls, and tolerate complete lack of professionalism. Seniors and repeat customers deserve better — and right now, this place does not deliver
Reply from LensCrafters2026-02-03
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
I placed an order with LensCrafters at the Volusia Mall in Daytona Beach Florida on December 23rd 2025. The sales person was Ashley who is also the manager of the store. The sales order number is #1036618190538. The order was for blue lens computer glasses. I provided them my existing frames.
I contacted the store on Jan 10 2026 and got a message stating they would call me back in 2 days. I did not receive a call from them.
I contacted them again on Jan 20th 2026 at 9:47 AM and got the same message. I then contacted LensCrafters.com via phone and was told that my order had been cancelled and I needed to contact the store. I explained the situation and was told the only way was for me to travel to the store in Florida.
I then tried again to contact the store on Jan 20th 2026 and I was able to speak to someone at the doctors office there. The person told me that they would leave a message for the manager and I would be contacted. I wanted to speak to Ashley and tried several times that day to reach the store 3 times but no one picked up and all I got was a message stating that someone would get back to me within 2 business days. On the 4th try Ashley picked up. She confirmed that the order had been cancelled because the glasses had come back but they did not pass quality control. She said one of the employees there would get back to me the next day. Of course no one contacted me the next day.
I tried contacting the store on the 24th of Jan again, after a couple of tries I got through. I spoke to Ashley for a few minutes and was put on hold. An employee came on line and asked if I could describe the frames I gave them. I told them they had the frames and should look at the frames themselves. I was put on hold for 15 minutes. The employee came back at which point I asked them to simply refund my money and send my frames back. She said ok. I asked her to put me back in touch with Ashley so I could confirm this. I was put on hold for 15 minutes again after which I hung up and tried to call again a couple of times to no avail.
I am now out of my money and my frames.
The manager and employee have basically stolen my money and frames
Reply from LensCrafters2026-02-03
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
My insurance no longer is accepted at LensCrafters no big deal.
They continue to harass me for 2 years now after telling them to stop calling me my insurance is no longer good there 12 different people from emails to physically talking to them in the store refuse to delete my account
Reply from LensCrafters2026-02-03
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
Good Day,
LensCrafters does a good job at ignoring and dissming their customers. I've reached out numerous times in regards to several customer service experience complaints, quality issues, and overall shopping experience since my last happy purchase which was in 2018. I keep receiving the run around, and the concerns being deflected or blamed on the store. My issues at this point is above the store-level, and needs to be escalated to the corporate office for North America. I was told to send an e-mail to this e-mail address as per the response from TrustPilot. Lenscrafters does not live up to their policy of reaching back out to the customer. The response I've received via the BBB portal stated Lenscrafters (the store) attempted to reach out to me 5 times which no one has to my knowledge as there was no phone call made out to me or any voice messages left on the number I have consistently provided has always been the same. I even provided an e-mail address which has always consistently been the same. At this point, my concerns are being ignored and swept under the rug without regard. I'm completely dissatisfied with the way I've been treated by Lenscrafters in the last 2 months. As per the BBB notes, the store never reached out to me only to send a text informing me I have a pair of glasses to pick-up, I had oral surgery performed and was unable to go to the store. However, I did call the store to inform them of the defects on the frames and lenses. The weather also did not permit me to go to the store either. Overall, my concerns at this point are beyond the store-level, which simultaneously is consistently being deflected, ignored, and mitigated by Lenscrafters leadership. After shopping with Lenscrafers for over 20 years, to be making this type of complaint now... yet the customer is wrong, blind, and the problem. I don't even feel like a customer anymore! After calling the Customer Service line again today, miraculously there's a response from the BBB.
Reply from LensCrafters2026-02-03
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
Terrible experience. Incompetent communication and clueless staff. I was told 3 times my glasses were ready and they were not. I found out after 2 weeks of waiting they didn’t even ship yet. After 3 calls to clueless people I give up. Filing a BBB complaint for a full refund. LensCrafters is a joke now. They seriously counsels care less about the customer and they make sure you know it. Avoid this place!!!
Reply from LensCrafters2026-01-27
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. 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
Terrific personnel and showroom. Complimented by your computer site. Fast transaction clearance.
Good competence with the associated optometrists !
Thanks
Reply from LensCrafters2026-01-27
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!
Not too happy at all with the customer service I (my wife) received from store 1637, Oshawa Centre, Ontario location...
the glasses my wife was supplied with were purchased Oct.8/25, at 1st appeared to be fine, the build quality was not the issue. The lenses supplied were developed according to my optometrists prescription, after wearing the glasses for approx 2 weeks she began to sense the distance focus was off. Because we were not in our home area she had to wait (10 weeks after the date I purchased them) until we did return home to go back to the dispensary to let the manager there know there was an issue with the lenses. At that visit she was told they would do Nothing about rechecking the lenses against the supplied prescription & she would have make another appointment with my optometrist to have her eyes rechecked...What?!.....why would we need to have her eyes rechecked after only 10 weeks!
They refused to do anything at all....reluctantly she did as she was ordered to do.....she had to wait until Jan.2/26 to get a new appointment.....THAT was pushed to Jan.8/26.....had her eyes retested (at MY cost)...the resulting prescription was identical to the 1st......went back to Lenscrafters with the new prescription & was promptly told *you waited too long*...we won't replace the lenses unless YOU pay for a new set......what the hell is this??...the glasses are only 3 months old...this company does NOT stand behind their so-called workmanship warranty at all. I personally do NOT recommend them to any individuals needing glasses if this is the way they treat new customers. Disgusting customer service.
*footnote*....Lenscrafter reply here directions got me nowhere....I had already (Jan. 12/26) followed the online customer service directions...the back & forth email messages outcome was the store location ultimately has final say on what they will honour, NOT the parent company.......in this case they won't do anything at all to replace the lenses unless we pay for new ones....bloody maddening
*here is the transaction # so You can look into this...& You can call me......102255....receipt # 1137366...sales order #1071018411637.....if you're serious about your warranty I hope to hear from you
Reply from LensCrafters2026-01-27
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. 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
Ordered 2 sets of glasses on 12/30/2025. Service was great. Abigail said my glasses will be there within 10 days at the latest. First pair showed up 9 days later and the lenses were not installed properly. I was able to get the lenses set correctly so I went on. Day 16 and after calling the store many times I get a different response on when my 2nd pair will show up. Being an OTR truck driver I have to wait. Saturday they said the 2nd pair will be here Tuesday. Today is Tuesday and now they say they dont know when and give it a few more days. Im like a few more days!? I already list a huge amount of income and now have to lose more!? So what happens after a few more days and they still dont show up!? Do I just forget about the 900 bucks I payed for them and go on!? This is absolute bullshit!!! I filled out the complaint form online but no response yet. It takes up to 5 days for them to respond!!! WTF Lens Crafters!? Where is your customer service!? I had to pay 1800 bucks for two sets and now I am left with employees that can't care less about me!? This is totally unaccepetable!!! My next complaint is to the BBB!!! Stay far away from this place. Your better off just putting your money in a fire pit!!!!
Reply from LensCrafters2026-01-16
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 went in to the Lens Crafters on 24th Ave in Billings Montana. I was hoping they had the same frame as my glasses because the lenses are fine but I’ve done bad things to both side arms. A new girl and I were looking to see if we could find it, she had only been there three days and was very good. Had she not told me she was new, I would never have known. Then an employee named Brian Menahan asked if he could help and I explained my problem. He said he could fix them. He did and gave them back, good as new. Charged me nothing. I am very impressed with the service and employees of the store. 5 stars and I’d recommend them without hesitation.
Reply from LensCrafters2026-01-13
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 purchased glasses at LensCrafters and a few months later the lenses cracked all around the edges with tiny prism like cracks. I returned and they replaced my defective lenses. After a few more months the same thing happened again. They said maybe the lenses were too tight in the frames so they replaced my frames and lenses but refused to extend the warranty even though these were new glasses,and charged me a co pay this time. They said when warranty runs out in a couple months I would just have to buy a new pair. This is not right, obviously there is some kind of defect in the lens. I paid almost $400 for these glasses and should not have to buy another pair if these present ones crack. I have to think this is poor quality and warranty should be extended. I belive warranty should be extended and a refund of $25. because this is a defect in lenses. I purchased glasses 1/22/25, new lenses in May 2025 and new glasses in November 2025. I want Len Crafters to do the right thing.
Reply from LensCrafters2026-01-13
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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