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ComplaintsforLensCrafters
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unresolved
I went to LensCrafter ************, ** due to change in insurance coverage. My appt went well, but problem started after I received my new glasses. I felt something was not right as I have been wearing glasses for many years but was having trouble wearing this new pair. I reported the problem to LensCrafter staff who adjusted the fit and told me it's normal and I should give it time for my eyes to adjust. After a couple months I was still having issue so I paid out of pocket for a new eye exam with my previous eye doctor. Turned out the prescription I received from LensCrafter was wrong. This was disappointed as I had paid almost $600 for those glasses. I spoke to the manager (*******) at the store who reported that there is nothing they can do as it was over 30 day since I received the glasses. The system will only allow changes up to 30 days. I shared that I did not want a refund, just to fix the prescription lens so I can use them as it's not my fault I received the wrong prescription. The manager was rude, gave me the spelling of her name and said there is nothing they can do. I'm totally out!At this time, I am not seeking a refund. Just want them to acknowledge the problem and fix it!1. Review the prescription I received to see why their prescription was wrong 2. Fix my glass with correct prescription. Or, issue a credit of some kind to help with new pair of glasses. It is NOT acceptable to say there is nothing they can do when I spent over $600 Thank you for helping with this issueBusiness response
02/28/2024
In regards to complaint 21149590
LensCrafters offers a 30day happiness guarantee from the time of pickup. The 30happiness guarantee is posted in our store and on our receipts. If a patient is having issues with glasses after pickup we advise them to come in for a frame adjustment. A lot of issues with new glasses can be fixed by adjusting the frame. At that time we reiterate our 30day policy and advise them to call us if they are still having issues so we can let the doctor know so they can be seen for a follow up as soon as possible. Patients are more than welcome to seek a second opinion, but that does not change the 30day policy. If a patient needs anything changed or a refund we are always more than happy to help, we just cant offer those options after 30days due to our posted policy.Customer response
03/07/2024
Complaint: 21149590
I am rejecting this response because:
This complaint was not resolved as the Lens-crafter has made NO effort to address it. This is the resolution that should be noted in your closure documentation.
Sincerely,
****************
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.