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.