LensCrafters
4110 Mystic Valley Pkwy,
Medford, MA

5 stars for the doctor's office. But after today, a 1 star is generous for the store. I ordered a replacement lens for my daughter's glasses on 11/7 and was told 5-7 days. It's day 11 and I figured things can get delayed. I called and was told a text was sent on 11/11 and it didn't go through and to stop by whenever I could. I said ok and we ended conversation. After I hung up I thought, what did she mean it didnt go through so I called back. Someone else answered the phone and he stated my preferred contact was text, which is true. My question was: what is the policy about reaching out again if no one picks up the order. The response was the same. It took three attempts for me to get the answer: someone will contact you again anywhere between 3 to 21 days depending on the person. I asked how long it takes for the lens to be swap and it took a of couple attempts for an answer to my question. I asked if a manager was there. He said yes. I asked to speak with the manager and he said the manager wasnt there and proceeded to ask me I understood they needed a day off. This staff person came off very condescending. I responded that I understand they have the right to a day off. But I asked if the manager was there, they said yes and then no. I asked I could reach them and they said regular business days but they couldnt give me their schedule (fair enough). After a very frustrating conversation i asked if there would be a different team working the following day because it seems we cannot communicate. It felt like we were talking in circles and he was distracted and not listening to what i was asking. Just on autopilot.

I had an awesome experience with the staff at this place when my glasses needed some fixing. Even though I didn't buy the frame there, they were super cool about it and fixed my glasses for free. They even managed to find a replacement screw for me. I can't thank them enough for their help and friendly service. Highly recommended!

Dominic at the Wellington Circle Plaza store in Medford, was very helpful and patient with me, as I am a first time buyer at the store. He was also very informative and made me feel confident with my purchase. Thank you so much !