LensCrafters

Very disappointed with this LensCrafters location. It’s significantly worse than the Palo Alto store. When I walked in, one staff member was already helping a customer at checkout, yet instead of finishing that interaction, he leaned over and shouted questions at me across the counter. It felt rushed and unprofessional. The store itself also didn’t feel well maintained — the carpet looked dirty, which didn’t leave a good impression. What frustrated me most was their refusal to help me place an online order. I was told that the item couldn’t be purchased through the website, and instead I was advised to go buy the frames at the Meta Store and then bring them back to LensCrafters to have lenses installed — “many customers do that,” I was told. That suggestion felt unreasonable. If the fra

I’m on my fourth pair of prescription glasses and it has been a while since I was here. When I walked in Laurie recognized me and welcomed me back! Sandra is the lovely manager who was so helpful and a pleasure to work with. Dr Hoe was extremely thorough and took her time with my exam and answer all questions. Great staff!

Kat is the best! She showed us all the options and gave good glasses fashion advice.

I had a deeply disappointing and untrustworthy experience with LensCrafters that reflects deceptive business practices rather than a simple service issue. After a long consultation involving frame selection and discussion of insurance coverage, the staff deliberately failed to disclose that the store is out of network for my insurance. Instead, they scheduled my appointment on the last day of the year, near closing time, creating time pressure. Only when I was about to place the order—and noticed an unusually high out-of-pocket cost—did I inquire further. At that point, the associate claimed the store was “partially out of network.” This statement was factually incorrect. My insurance provider later confirmed that LensCrafters is fully out of network, with no partial coverage. This omis

Inconsistent Warranty Handling and Poor Communication I visited this LensCrafters location for a warranty replacement approved by Luxottica. The experience was frustrating due to inconsistent communication and unnecessary tension. On my first visit, I presented the official warranty letter and explained that I no longer had the original charging case. I also clearly stated that I did not need a replacement case. I was told this would not be an issue and that the replacement process would move forward. Two weeks later, when I returned to pick up the glasses, a different staff member told me that management notes required me to surrender the charging case, describing this as “common sense.” This directly contradicted both the written warranty letter and what I had been told during my firs