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LensCrafters is an online company. Based on 50 reviews on TrustPlane, it has an average rating of 2.5 out of 5 stars. Last reviewed March 8, 2026.
Terrible experience at this branch. Pray you don’t need the lab to change your lenses. Lab person does not work on weekends. You have to take time off from work to change the lenses. When I finally made it, they told me lab person is not working. They refused to refund me.
Location: 5535 W Loop 1604 N, San Antonio, TX 78253 We came in to get glasses. Next door was the actual Optometrist Clinic, so it made it very convenient as they were both covered in our insurance. However, a sales clerk ran CareCredit as a regular credit card rather than as the interest free promo. The Management was very quick to fix things. My husband returned the next day and we got two pairs of my Swarovski and my husband got Oakley wrap around sunglasses and regular script. The customer service was top notch. They are very busy, so expectations should be that they do not rush their clients. So being a little patient pays off greatly. Only one star taken off because I explicitly stated that it had to be run as the promo. Glasses didn’t take more than two weeks and one pair for me was available within days. I highly recommend giving them a chance. Yes, they are not the cheapest but they take care of you and have a decent warranty.
For online experience: Immediately after you order you can't make any change to cancel, and the return process is atrocious, you have to complete a huge survey and then return the item using their packaging and label.
I came in for help because I wanted my Burberry sunglasses tightened so they wouldn’t fall off my nose. At the store, I was welcomed with a warm smile, and the staff readily took my sunglasses to their lab. They came back with them fixed in no time — for FREE! ❤️Thank you, Liberty!
I purchased the Meta Ray-Bans, and the glasses literally fell apart. I contacted customer service since they come with a one-year warranty, but they rudely told me there was nothing they could do and closed the case.What’s even more frustrating is that Amazon has the exact same Meta AI glasses for $299, while LensCrafters is charging up to $699 for theirs.
Never buy from LensCrafters. Paid $800 for prescription glasses . Coating started peeling before 2 years. Was told it can happen when really hot example being in a sauna . Was never told that at time of purchase and that has never happened before with glasses bought elsewhere for a lot less money.
Negative Review – Persol Frame and Lenses Purchase (CAD 704)We purchased a Persol frame with prescription lenses for a total of CAD 704 as a New Year’s gift in Lenscrafters store ( rue St. Catherine, Montreal, QC). Unfortunately, the frame we received was significantly warped.When we contacted the store, we were initially refused a refund. Instead of acknowledging the defect, the staff attempted to “fix” the frame on site. The frame was repeatedly heated together with the installed lenses for approximately 45 minutes and manually twisted. The frame was audibly creaking and appeared close to breaking.As a result of these actions: • The original defect of the frame was not corrected; • The lenses were damaged — the coating was visibly affected; • The lenses became unusable.When we expressed concern about the risk of damage, the employee responded in an unprofessional and dismissive manner (“don’t tell me what to do”). It became clear that the work was not handled professionally.Only after repeated complaints and insistence were we refunded the following day.Summary: • Defective product; • Initial refusal to issue a refund; • Unprofessional handling that caused additional damage; • Poor customer service.I do not recommend the LensCrafters shop for business. This experience cost us time, stress, and CAD 704.
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.
Allison at the Memorial City location in Houston, TX. Was very polite replaced the nose pads on my Chanel shades. She didn't charge me for the service or pads. I'm very grateful and satisfied with the service.
I previously wrote a review for the location on D.W. HyWy in Nashua NH and wanted to update thought my experience was not good they refunded the cost of my eye exam and made it right. I appreciate Karen fixing the situation at this location.
Unable to get an itemized receipt for insurance. Spent over 3 hours with countless disconnected calls. HIGHLY advise against this company
I visited LensCrafters at 10767 W. Pico Blvd. LA, CA 90064 to have a repair done on my recently bought sunglasses. The service I received from Saeed Khokhar, Store Market Manager, was outstanding. Within a few minutes, he repaired the broken piece with no question asked. His fast, efficient, and friendly service made me feel valued as a customer. Simply the best!
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.
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.
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 :-)
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.
professional, kind and helpful staff.
Exceptional Service from Trevor Barham at LensCrafters RSMI 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.
+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 corporationLesson learned: support your local, friendly optometrist and don't fall for gimmicky sales, as you will get what you paid for.
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!
According to TrustPlane, LensCrafters has a 2.5/5 rating based on 50 verified reviews as of April 2026. Source: trustplane.app/company/www-lenscrafters-com
