LensCrafters

I went in with the replacement warranty for my 2 glasses, there was a disagreement regarding the terms, and the junior employees were not accommodating. Kudos to the manager Mr. Berninard who handled the situation well, and listened to my concerns regarding replacing the frames under the warranty and paying out off pocket for the lenses.
His calm demeanor, professionalism, and willingness to accommodate the customer, is what customer service is all about. Kudos my friend, it’s refreshing to see such a personality in management.
Dr. Singh

This place has some of the friendliest people I’ve met! Great customer service. I was looking to buy a new pair of glasses and been helped really quick. Although, all the glasses are a bit unorganized and messy, I can deal with it. They explained to me all the great add-​ons I can get on my glasses and if I had any questions to let them know. Will come here again!

For the last 12 years, my wife and I have used Lenscrafters. We were very happy with the Santa Clarita, CA store. Then, we moved to Chandler. You’d think it was another planet concerning Lenscrafters. Two years ago we had progressive lenses made after an exam by onsite Optomotrist Dr. Farr. Disaster is the word I use to describe the experience. Blurred vision, vertigo, and extreme eye fatique came with mine and my wife’s lenses. We both went back for another exam and second pair of lenses. This year, my wife tried them again. Second disaster. She went back again, for another disaster. We demanded a refund of our co-​pay, which they provided. Only later we found out the had kept the insurance payment. We had to call again to demand a refund to the insurance company. Would we go back??? Would we book passage on the Titanic??? Nooooooooooooooooooooooooooooooooooooooooooooooooooo!

I received above and beyond– direct customer service from the manager, Tony. I was amazed on how she was able to multi-​task with so many retail related store situations, and YET, never forgot to attend to my needs. I watched in amazement how she maintained a professional disposition, amongst the overbearing, and quite demeanding and could even appear as demeaning, when they were trying to «hustle» this employer biligerently in the store, by trying to haggle a mall retail priced item. Major kudos to LensCrafters. You have taught your employees, that «good old fashioned customer service» still remains in 2015. I will remain a loyal customer, and highly recommend the Chandler mall store specifically! Please commend Tony on her excellernt customer service and interpersonal reltionship skills. She is a natural!

Poor customer service. Not friendly. The guy was helpful, but not the tall girl. Her response was short and wanted to kick us out soon.

Setting: dust. Disarray. Tall blond woman going out of her way to be unhelpful.
Mood: grumpy as you will be wiping off dirty, dusty glasses on your once-​black, now-​dusty brown clothing.
Toni is the reason this isn’t a 1-​star review. After we sought help NOT from the blond woman, we found Toni. She was very cordial, helpful and apologetic for the absolute mess they are in with their renovation.
Unfortunately, due to her or the person who actually made my lenses, the lenses were totally ruined and anyone looking through them sees up to 3 reflections per light that are viewable. A complete waste of 3 hours of my life selecting frames, waiting for them to be created, and then returning them (and even more fun, waiting for/​hoping my insurance is credited back so I can get some glasses elsewhere that actually allow me to see).

So here’s the deal, there is great selection of frames to choose from but we were very unhappy with the customer service. I work in the ophthalmology field and am familiar with the process, however unfortunately my husbands insurance gives the best benefit at LensCrafters. Our tech was very friendly and helpful until we declined all the add ons (transition, anti-​glare, anti-​scratch coatings), apparently they work on commission because she quickly became defensive and short with us. As soon as she was aware we wouldn’t be paying $ 200+ extra, she got an attitude and seemed annoyed. She continued to explain why we «needed» each add on. We were up front when we arrived that he wanted basic glasses for night, as he wears contact lenses during the day. Ugh, hate when pushy people try to «sell» you!

Pros
1. Nice glass selection — unlike Visionworks — they cary high fashion frames like Prada, Burberry, Versace, Polo, Gucci and Ray Ban
2. Very organized in their process. They provide you with a lens case, where you select 4 – 5 frames. You try them on and they take a picture of you with all of them on.
3. Fast– Their glasses are done in about an hour like they advertise
Cons
1. Very salesy and they push for features that drive up the cost of the glasses.
2. Insurance plan only covers the cheap lenses. The lenses that you want are very expensive and usually over a $ 100 by themselves not including the frames
3. They push for a $ 35 service fee that is unnecessary in my opinion. It’s similar to car rental companies charging for insurance when you already have coverage thru your insurance
4. Understaffed — we had to wait a long time before someone helped us.
5. They will push for you to buy a second pair of glasses for 40% off to suggest you are getting a deal when in reality the glasses are so marked up that 40% off $ 300 glasses isn’t really a deal.
Bottomline– can be okay but just be prepared for the upselling. You don’t need antireflective coating and other special lenses that your insurance plan doesn’t cover. You don’t need the repair plan. You don’t need a second pair of glasses. Be prepared to walk away.

My last review is a bit old, and I still come here, so I figured I should update.
I had to drop a star. Our past several stops here we’ve noticed that they are ALWAYS short-​handed. If there are three people waiting, there seems to be one person on the floor (who has to handle adjustments, folks getting new glasses, or whatever). If there are five people waiting there are two people helping. This time they were particularly full –maybe 10 people– and only two seemed to be working the floor. I swear to you it didn’t used to be that bad. I can remember seeing all four of their stations busy helping customers. Not anymore. Makes for long waits and a lot of «I’ll be right with you». The staff appears to be doing their best, but they’re just perpetually understaffed lately.
The frame selection also seems to have declined a bit. They still have the same number of frames on display (as near as I can tell), but many are so similar as to be basically the same as many others. Not a lot of variety to the look of the frames now. While I was happy they brought Armani back (they make good frames… pricey, but good), the selection was extremely limited. I liked one, but it was only the one size (too big for me). Disappointing.
Their fitting system is pretty high-​tech now, using special markers attached to the frames to get the relevant measurements to grind your glasses for you. And they can take several images of you wearing different frames so you can compare side-​by-​side. That’s nice.
They do seem to stand behind their work, though they have tightened up their policies. But we have had very little trouble here, and on one occasion the manager personally handled it for us. He’s not there all the time, but when he is there he is a take-​charge guy who appears to want to have happy customers.

Just went here to return glasses undsr their 90 day return for any reason and get a refund. The rep went into the backroom and talked with someone for 15 reasons and came back to point out a tiny tiny scratch that she said voided the return «for any reason». What a bogus promise– in 90 days who wouldn’t have at least 1 tiny scratch on the frames!

Very friendly, knowledgable staff. I saw Dr. Patel and am beyond happy with my new prescription.