Complaints

• Initial Complaint

  12/01/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Subject: *************************************** I am writing to formally express my dissatisfaction with the service I received at your *********, ******** store. As a 37-year-old individual who has worn contacts all my life, I recently visited your store for an eye exam and new glasses. While my insurance covered most of the costs, I paid $287 out-of-pocket. Initially, I requested transition lenses but received clear lenses instead. Upon contacting the store, I was informed that my insurance did cover transitions, and I only had to pay an additional $3. However, my frames broke, and my lenses got scratched, impairing my vision. Despite purchasing a protection plan, I received conflicting information about what it covered. When I went to get replacement lenses, I was told the clear lenses were not covered, even though they were the first ones provided when I had asked for ************** a person with a disability, I felt taken advantage of, having to pay nearly $300 for lenses that should have been covered initially. The experience at the Algonquin store was extremely distressing. And now I have flashbacks every day of what I heard and what I was seeing The replacement lenses were supposed to cost $25, but I was charged $300. This bait-and-switch tactic was unacceptable, especially given my disability. I had to go to the ************ store to get everything fixed. I am requesting a refund of the $200+ I was overcharged, as the managers actions were misleading and exploitative.This experience has caused me significant anxiety and I feel LensCrafters has treated me unfairly I hope to resolve this matter amicably and expect a prompt response.Thank you for your attention to this matter. Also, I felt like I was financially exploited because of my disability as well to have the audacity to charge me full price for lenses that actually should have been originally covered for 25 This hows the possibility of becoming litigation in court Sincerely ***** *******

• Initial Complaint

  11/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  They made me sign a paper stating they gave my my prescription before they even handed anything to me and then proceeded to not give me the information before leaving.When I called back to receive the information they insisted that they gave me a blue folder when they in fact did not give me anything.They still refused to give me my prescription.

  Business response

  11/29/2024

  Patient has received a physical copy of RX while picking up glasses as well as a mailed copy. Please reach out with any questions. 

  Customer response

  12/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID and although the resolution was me essentially having to beg for my own prescription I did receive it. I didnt not appreciate the fact that instead of putting it in the mail immediately when I asked and they said no I had to go here to file the complaint to actually get a solution 
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  01/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  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 issue

  Business 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,
  
  ****************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩