As an optician I am very sorry to hear of your dissapointing experience. I am a former employee of Lens Crafters and can tell you this much: they will hire anyone and unfortunately do not provide sufficient training to the Eyewear consultants and Opticians.
They work on comission and most are money hungry and yet extremely lazy Opticians. Any issues presented by the customer are in most cases deamed "a burden" as you are taking away their time from potential sales for other customers. Hence why the lady tried to talk you into purchasing another pair (which is just ridiculous). I am sorry to say that the "sleazy saleman" attitude exists among eye care professionals these days.
Being in the industry for 6 years myself it is very hard to come across a hardworking and dedicated coworker who is passionate about their job and will go above and beyond for their patients. The "scratched" lens you presented is indeed a coating defect within the lens itself and should have been remade at no charge, no questions asked.
It's sad to say that places such as Lens Crafters/Pearl Vision (both owned by Luxottica) and Hakim Optical provide terrible service and poor quality. As an optician, the stories I hear are unreal and the complaints from customers regarding the service and product from these companies is very sad.
Product or Service Mentioned: Lenscrafters Customer Care.
Reason of review: Poor customer service.