University Avenue Optometry
,
Palo Alto, CA

Love this lens crafters. Very professional staff classy design and knowledgeable optometrists. Large select of high end designer glasses. Overall great experience!

My exam was comprehensive and very professional. The people were nice and efficient and the whole process including getting new glasses went smoothly.

Easy and smooth examination. Personalized feedback. I could postpone my appointment shortterm. Thank you for the flexibility.

I got my prescription glasses from this place. Was a one-time consult + prescription glasses and I was happy with it. Then, they started automatically booking appointments for me without my request + without even confirming with me. Sending me e-mails that I have missed my appointment. Calling me about it. This happened 4 times for 4 different appointments they "made up". Since the first occurrence, I asked them to stop booking appointments for me, stop sending me emails about it, and stop calling me, didn't work. I wish I had never been to this place to begin with, what a huge hassle. The entire post-purchase experience and customer handling is terrible.

Great annual eye exam with Dr Chow. Thanks again

Excellent visit very professional and very friendly staff

Good service and got all the help needed

The LensCrafters team made my experience seamless. From the eye exam to selecting new frames and finalizing my prescription, everything was smooth and efficient. I truly appreciated the professionalism and excellent service!

+ The Doctor & Exam: The doctor was incredibly nice, professional, and thorough. The exam itself was a breeze. + The Technology: They have the coolest, most up-to-date tech I’ve seen at an optometrist, which made the process feel very modern and efficient. + The Majority of Staff: Most employees, including the receptionist who helped with my insurance, were kind and helpful despite a few technical hurdles. - Confusing Layout/Check-in: There is no clear indication of where to go when you arrive. Because it was raining and parking was difficult, I arrived about 6-7 minutes late. I waited at the front for assistance, not realizing the exam area is at the very back of the store. Better signage is definitely needed. - Reception Gaps: When I finally found the back desk, it was unstaffed. I ended up waiting around even longer simply because I didn't know if I should wait at the front or the back. - Insurance Glitch: A small error occurred during my check-in (clicking "back" instead of "complete") which added another 10 minutes to the process. I was totally fine with this—people make mistakes—but it did add to the frustration. - Unprofessional Attitude: The biggest issue was a second staff member who came over to help with the insurance glitch. She was incredibly condescending and lectured me about my lateness. Even though I was within the 10-minute grace period when I entered and was perfectly happy to wait for the next patient to finish, her "all mighty" attitude and "letting it slide this one time" lecture were uncalled for. Summary: One "bad egg" really soured a visit that was otherwise handled by a great medical team. I’d recommend the doctor and the tech any day, but the front-of-house customer service (specifically the management/senior staff attitude) needs a serious lesson in professionalism.

Cute store. Really expensive frames. The front desk staff were rude, condescending to me about me being unaware of an alternative procedure they wanted to do that wasn’t covered by insurance. I ended up leaving without getting an exam bc I felt uncomfortable and unwelcome.