LensCrafters

18 months ago +/-, I spent almost $800 above the portion covered by my health insurance plan on three pair of glasses with LensCrafters. They were nice as pie when you are a new buyer but after they have your money the service sucks!

My $365.00 Oakleys snapped a temple.

They said it was un-fixable but would be happy to sell me a new frame.

THAT WAS AN OUTRIGHT LIE!

I found an online Oakley Dealer to ship the replacement parts and the screwdriver kit for my frame for only $69.97. Oakley should be ashamed of using a distributor that will lie about and misrepresent a company like Oakley.

I will never patronize LensCrafters again and I firmly believe the only way to fight poor service is to shop where the customer appreciated.

Beware the greed is great with LensCrafters!

In March 2024, I had an eye exam appointment at the Galleria Mall location in Henderson, NV. I was informed that I had cataracts that needed to be removed. I was referred to an eye specialist by them. However, after a Google search, I found that this eye specialist did not have a good track record, so I sought out another eye specialist to remove the cataracts. I was told by LensCrafters that, up to six months after my purchase of $600 plus for glasses, I would be able to come into LensCrafters to get corrected lenses replaced for free at no cost to me. That guarantee made it an easy decision to purchase glasses. Five months after the eye exam and six weeks after having cataracts removed, I called the LensCrafters Henderson office to schedule an eye exam. I was told that the eye doctor who was there at that time is no longer with them and the cost for the exam would be my expense since there is a new eye doctor contracted at the LensCrafters location. I am furious at LensCrafters who seem to not care about this issue. I would like someone at LensCrafters Corporate to contact me for a solution to this issue.

James Mattos

1468 Plata Dr

BHC, AZ 86442

209-403-****

mrmail054@***.com

The transition lens does not transition on one of the lenses. Looks like one of them is a "non transition" lens.

Anyway, went to store they refused to help me out saying its past 30 days. This is not quality issue which should be subjected to 30 days policy, its about your negligence on multiple times , first not putting the right product what you charged me for and second time when I came within 30 days to tell them something is wrong, my lens do not transition. They did not even put it in a gadget (that other stores have to check if lens transition when exposed to light), to check if the lens transition and told me that sometimes it takes little longer for lens to transition and I bought their excuse. I usually do not go outdoors a lot and besides there is no way for me to know that one of the lens is not transitioning.

In fact someone noticed and thats how I found out. I am attaching a photo as well.

This lens was installed in your store same day same time, since they said they have it in stock, and they did not need to send it out to your outside lab. So the error happened in your store by store techs. We are a family of 5 and been your customer for more than 10 years.

I request you to help me out, looks like only one lens is defective. I request you to please swap it with the right lens.

Thankyou

respectfully

Ali Hakim

407453****

I've never had a manger of any store hang up the phone on me. Your female manager at the Airport Blvd.

store rudely hung up on me because she said "I was screaming at her" which is the farthest statement from the truth.

I brought back my glasses due to a manufacturer's defect, a piece of the frame cracked. I paid my 50.00 and asked if I could keep the defected glasses until my new ones arrive.

During the waiting period of the new pair I sat the glasses down on the side of my truck while unloading groceries. Obviously, I accidently left them laying on the outside of my truck because when our yard maintenance was mowing the following day he found one of the lenses on the ground where I park my truck. I'm not certain if they were ran over with the lawnmower but all we found was one lenses which I currently posses.

It's identifiable due to the lenses prescription and the lenses being customized by Costa with a bevel around the lenses so they can secure with fishing line. Please note, I was told by another manager at the Bel Air Mall location a couple years ago that she had a customer that was on his lawnmower and accidently ran over his glasses, he found a piece of them in the yard and brought it to the store and she gladly replaced his glasses.

I've used Lens Crafters for all my glasses and contact needs since I was in my twenties. I've also owned costa products for the same amount of time. I'm now 57.

I'm so disappointed how the manager treated me, I doubt I will ever shop at your store again.

I've been in the insurance customer service/litigation business for 22 years and presently run a litigation department for American Integrity Insurance in FL. The number one rule I tell all of my employees is: "You never have to tolerate abusive language but you DO NOT hang up on a paying customer if they are trying to express their concerns. I'm not certain how LensCrafters trains their managers in the art of handling upset customers but it should be revisited

I've read Affirms policy and conditions and DO NOT see an exclusion for additional damage occurring while you were waiting on your replacement glasses. This was sudden and accidental and was a direct result of covered damage.

My policy wasn't voided or cancelled and was in place with the premium paid when this occurred.

I now have my replacement glasses at the store and the manager is stating that unless I bring her the old pair back fully intact, she will not allow me to pick up my replacement glasses. I FULLY understand there are conditions in the policy provisions that avoid customers from keeping their old glasses in order to have a spare pair, this IS NOT my situation, I have one scratched and damaged lenses that can be easily proven this was from the original pair I purchased. I'm currently without a pair of daytime prescription glasses and can't wear contacts due to dry eyes, this isn't acceptable due to me not being able to drive or see any type of danger.

I'm well versed in getting results when an insurance company and it's associated don't treat the insured fairly, we call it "Bad Faith" in my department. Blatantly denying my legitimate claim will result in litigation.

This will be my one and final request for LensCrafters and Affirm to act in good faith and follow their policy provisions. If you choose not to act in good faith, please send me a formal denial letter so I can start the process (3400 Riviere Du Chien Rd. Mobile AL. 3669.3

Lastly, why would a large company like LensCrafters have a manger running one of your stores with such a hostile and hateful manner?

Is it not important tyo LensCrafters to have and retain return customers?

I would like a response from upper management regarding this situation within 24 hours.

If not, I'll keep making phone calls and sending emails until I reach your cooperate offices. This will get resolved either in a pleasant or unpleasant manner, it makes no difference to me.

Regards,

Ralph Hargrove

251-222-****

email-mystormclaim@***.com

April 13, 2024

Dear Sir/Madam:

I purchased a pair of prescription glasses, from Lens Crafters in November 2023. In January of 2024 (2 mths).

The right lens begins to crack at the bottom of the frame. It should be noted that the crack was not the result of my poor care of the glasses. Before I returned them to Lens Crafters, I took them to get an independent optometrist, for an evaluation of what could have cause the crack. He looked at them with great scrutiny, and immediately concluded that the lens was not cut correctly, and the frames were forced to fit the lens, causing the crack.

Subsequently I returned them to Lens Crafters.

They refuse to replace the glasses because I did not have a one-year protection plan. So, at my expense, I purchased another pair. Again, in April the same year, about 5 months after the initial purchase, they begin to crack a second time in the same spot. I returned them to Lens Crafters, and again they refused to replace them, even though the probable cause of damage was poor craftsmanship.

However, after much controversy, and management involvement, they replaced the glasses at no cost to me.

Once again, after wearing the third pair of new glasses, for one week, they began to crack in exactly the same spot, as the previous two pair. In review, three (3) pair of glasses with the same frame, from Lens Crafters, cracked in the same spot within six months. Lens Crafters refused to replace the glasses or investigate the damage.

I would like to emphasize, that I took exceptional care of the glasses to prevent this from happening. The probability of the same lens (right side), with same frame, cracking in the same spot, three (3) individual times, within six (6) months is an extremely unusual phenomenon, and could involve craftsmanship, or defective frames.

My family and I have been customers of Lens Crafters, and would like to continue this business relationship.

Therefore, it is appreciated, if Lens Crafter would take the necessary correction action to provide a refund, or another pair of glasses with different type of frame.

Sincerely,

Ronald G. Bonifay

rbonifay@***.net

770 846 ****

cc: Lens Crafters Mall of Georgia 3333 Buford Dr Ste 2002 Buford, GA 30519-****