There was a completely irate customer in the store. He was ranting, raving, freaking out and scaring not only myself but others present in the store. This entire team was PHENOMENAL at handling this situation. They handled this customer with grace, patience, kindness, all the while making sure everyone else in the store was safe. Patty, Denise, Keytora were outstanding. Truly would come back and purchase just to support them. Wonderful sales team and wonderful people!

If I could select Zero stars then I would. That what this place is. I had my standard eye exam here in April 2023, which I was provided neutral service. I then called the store to place an order for my contact lenses on August 2, 2023. When I made the order, the staff informed me it would be a few weeks for my order to come in. After not hearing an update on said order a month an a half later, I called to check on the status. I was informed that the contact lenses were back-ordered and it would be 8-12 weeks from my original order date (oct-nov). They said they would call me back when my order was available for pickup. After another 12 weeks had passed, I called the store again asking about my order. When the employee asked for my personal information, she made several attempts to locate my account, and couldn’t find me in the system. (Which didn’t make sense since I had an eye exam in store earlier that year, made the order in August AND followed up in October). It took a longer than appropriate wait time for her to finally locate me in their system. Once she achieved that task, she stated that the order had gone dormant from the manufacturer, and there was “nothing they could do”. You can only imagine the FRUSTRATION I had for a DAILY NECESSITY item that I had already given $250 of my hard earned money to, and now 4 months later still without them in hand on top of the negligence of zero communication to me about the matter. At this point I was done and just wanted to fully cancel the order, receive my refund and take my business elsewhere. The Supervisor explained that I needed to do that with a manager who was not in store that day so I had to call back AGAIN the next day. Before that call even happened, I saw on my bank statement that someone from LensCrafters refunded me then re-charged me. By the time it was the next day, those transactions were off of my bank statement, but was not a secure feeling to know someone from your company who said they were not authorised to refund me, was still refunding and re-charging me. Finally the next day, I spoke with the manager, who said that she could put an expedited the order with the manufacturer but could not give me an actual date or even timeline of when my contact lenses would come in so I declined and asked for my refund. She then informed me that she could either send a check or that I had to come into the store to put the money back on my card that was used. At this point, LensCrafters had lost ALL my TRUST, so mailing a check to me was completely out of the question, and to have to then come back in was even more of a frustrating inconvenience when I saw that it was possible that they can just refund my account like they attempted to the day before. I am a Flight Attendant so I’m not home every night of the week. I had to wait a week later to have a day home to come into get my refund. When I finally made it into the store on December 2 (this is now 5 months after my original contact lenses order) there was a bare minimum apology for this insanely terrible customer service. Even while I was waiting 20 minutes for the manager to lookup my file, I heard the customer behind me having issues with her order. It’s clear that the training of the staff is far from up to par. This is not a place where consumers are coming to for leisure products and services, but where people should be secured in their investment in time and money for a necessity to SEE! I will never walk in this store again and hope you stop screwing with people’s eye sight when you should be a business of remedy for that.

Keytora and team are excellent they treated me with kindness, professional skills and manners. I love the Versace frames they helped me order. They have great prices. Keep up the great work guys 👍🏼 …