Posted by Anonymous
Lenscrafters' satisfaction guarantee is only for a 30-day period, not 90 days.
LensCrafters Returns and Refunds
Please find details regarding the return and refund policies for LensCrafters below. We encourage you to leave a comment regarding your experience requesting a return or refund from LensCrafters so others can benefit from what you learned.LensCrafters Return Policy
New glasses and prescription sunglasses can be returned for refund or exchange within 90 days from the date of purchase.
You can return eyeglasses, provided they are in resalable condition, to Lenscrafters at any time and for any reason within the 90 day period. If you exchange your glasses for another pair, the price will be adjusted depending on how much the new pair costs. The 90 day guarantee does not cover damage caused by scratches or accidents.
Lenscrafters also offers an optional one year protection for eyewear. It covers regular wear and tear, as well as accidents that could occur during normal handling. More information on the one year protection plan can be obtained by visiting a Lenscrafters location or by calling customer service at 1-877-753-6727.
Cleaning and adjustments are offered for free as long as you own your glasses. To use this service, all you need to do is to visit a Lenscrafters location near you.
See what others are saying about LensCrafters returns, refunds and exchanges
23
Jul
22
Feb
Posted by President
Went in today feb 22 2023. To the LensCrafters in the Northridge Mall to return a pair of Ray-Bans that my aunt purchased them for my birthday on 02/16/2023 cash $$156.79 I have the receipt all I wanted was the cash back. Now they want her to go in because she bought them I don't***** understand if the ***** glasses where bought cash and I have the receipt why in the **** will they not give me the cash her phone # is on the receipt she's been buying glasses from them for decades that's why she paid cash just in case I didn't end up liking them for this reason. She just retired she's not in no mood to go back into the store for a return that they could do without her being there ....Now you guys just lost a good customer and all of her friends that work at almost every hospital out here in the valley. holly cross hospital valley preaspetarian hospital ucla medical and usc you guys are assed out so now when you see you're store closing down pretty soon because it will be like the walking dead no one will go into you're store because of you're xxxx xxxxxx policy that doesn't even state that the person on the receipt is the person that can return the glasses ?
12
Mar
Posted by ashleyh203
Went to a the LensCrafters in Four Seasons Mall in Greensboro, NC and let me tell you what a complete waste of my time it has been ! I originally went in January to have an eye exam, doctor prescribed me contacts. I paid $200 for a sitting fee that was covered by my insurance. Fast forward to the month of March 1( seven weeks later) I get a call that my contacts are in and that I have to make an appointment to pick them up. I made my appointment, went to the location and wasn't even seen by my eye doctor. They sit me in this room and ask me to put the contacts in (I never had contacts before) by myself. After a few minutes a lady comes in and asks me why I'm not done yet and I explain to her I never wore contacts before. She barely assists me and proceeds to tell me that no one in the office can help me and that I would need to go to another location to get assistance. When I arrive at the front desk I ask for my refund for the sitting fee and they're dumbfounded. After explaining what happened they decide to look in my chart and tell me that I will be issued a refund check from the home office. They didn't allow me to bring my contacts home and the whole experience has been very unprofessional and tiresome. These people need to be retrained on reading charts and actually documenting about the patient. I would avoid LensCrafters all together because the staff cannot meet your basic needs.
20
Sep
Posted by “Any Day Now”
I went to LensCrafters in Cherry Hill for glasses because I liked their selection of frames and wanted to get a pair with my prescription in them. The service when I purchased them in August was great but, I was told that I would have my glasses ready within the 7 day window and it's a month later and still no glasses. I walked in the store to see if they came in and called to check on the status and each time, they would give me a different time frame on the arrival and today, was given the ol' "oh, any day now." I've tried to be nice about it but, after a month....I'm ready to ask for a refund and go elsewhere so I no longer have to deal with misrepresentation and bad eyesight. If you're going to go to a LensCrafters, go anywhere but, this one and save yourself the aggravation.
13
Aug
Posted by Unhappy and this place was RECOM
I purchased my Burberry glasses in Fairview Tx on April 20 2021. Shortly after my husband passed from cancer. May I also add that this store is an hour's drive one way. Within a few weeks the paint on my glasses (black) started peeling and the lens on one eye isn't installed properly as the knot of nylon thread is protruding which in my opinion is why the paint is peeling off because it's in a bind.
The personnel at this store are very rude and have not a bit of empathy. Even tho I purchased the "warranty " evidently it's useless unless you want to o pay even more!
08
May
Posted by Dlm1966
I've been waiting for a refund for days. I paid over $500 for the wrong frames so I returned them. I didn't want it fixed. I wanted a refund to go elsewhere. They took the glasses back but after several days, no refund to my card. It amazes me that they can issue a debit instantly, but a credit takes days, if it shows up.
26
Mar
Posted by NurseInTx
My first set of lenses did not fit in the frames, so I returned them to the store for repair where they had to be sent in. Got the new lenses and within 2 weeks, there was a defect with the lens that needed repair, so I had to return to the store again where they acknowledged the problem, and they sent them in for repair. 3 weeks later, splotches appeared on the lenses. I only use their cleaner and take excellent care of my glasses, so I know the problem is with the film on the lenses. I went into the store and they said they only offer a 30 day warranty and would not fix them. My advice would be to go elsewhere.
09
Dec
Posted by NoB.S.
I purchased non prescription Ray Bans and paid 128 dollars cash, after a week I Decided to return them. They told me they couldn't return my money to me that day, but would issue a check from the home office. They handed me an I.O.U for the amount to be refunded. So far its been 5 days and no check. I've never been to a business that hands out refunds in the form of an I.O.U and a gee thanks for stopping by, but the attitude at Lens Crafters inside Eastern Hills Mall reminded me of snooty old women playing squash at the country club who've lived off someone else's money their entire lives. Don't ever go to Lens Crafters, their products are garbage and their business model is screw 'em.
21
Oct
Posted by Cindy - MA
Worst eye exam ever! I hadn't had an exam in 4 years and thought I should just get them checked out before my insurance changes. I finally see the "doctor" who literally had me only read two lines on the wall and that was it. He bumps up my script. I picked up My glasses a few days later. I put them on and instantly tell the guy these are horrible. He insists I take them and get used to them. I gave it five days and went back in to beg for my old prescription. As I'm waiting to speak to someone I over hear a customer just ripping apart the sales lady for the exact horrible eye exam I had experienced. He quipped "hasn't anyone else complained?" And with that I inserted myself into the conversation and loved my complaint. The manager came out and was great, I had an exam with a different doctor the following day. He gave me an actual eye exam having me read several lines with each eye, not on the wall, but in front of me. Without hesitation he said there is nothing wrong with your current prescription. He said the other "dr" gave me a script for someone who was in their 70's. I'm not sure what the dr vetting process is, but it needs serious improvement.
22
Aug
08
Apr
Posted by Anonymous
Went to the lenscrafters in joliet to buy new glasses well first off they messed up on.my prescription. That's to start then when my new lenes came in I had to pay another 60.00 dollars eventhough I bought there insurance. Since I recieved my second pair have had nothing but trouble with them the screws come out everything is still not clear In my opinion Lenscrafters sux there glasses suck. Now I'm going to try and get a refund if no luck I'm contacting the better business bureau on them for false claims
17
Feb
Posted by Mike
Online you are stating there is a 90 day return policy BUT the stores are not honoring this policy! This is deceptive advertising in my view and if this is how it's going to be with Lenscrafters, then I am done with them and will never use them again! Too add to the misery, when I called the store where I purchased them, the woman wasn't the most pleasant one to talk to about it. She shrugged me off and when I told her I will never return to Lenscrafters she basically said okay and hung up!
24
Jul
Posted by Sunny
I purchased one year warranty and when I went to get a new pair as they promised they charged me an additional 60 .00 and kept my existing glasses which I paid 700.00 telling me some excuse that the company asks for the glasses back , but for me I'm sure it's an excuse so they can get paid more money on my purchase terrible
28
Jun
Posted by Happy (and Real) LensCrafters Cu
Seeing multiple people post about having to wait for paper checks for refunds at LensCrafters, and it taking a long time - I wanted to share my experience from today. I bought new glasses about a week and a half ago. Picked them up on Tuesday of this week. Today, Friday, I decided to take them back and get a refund. I just didn't like how they felt on my face. The process was quick and easy. Went in. Explained that I wanted a refund. The lady looked up my order in the computer using my phone number. She processed the refund. I swiped my card that I used to pay for the glasses just three day ago. And it was done. The money was in my account before I left the store. I will say that it may be because I used the debit feature of my bank card. But, either way, my experience was very different than what I have read here. So, I just wanted to share. I was in and out of the store in less than 5 minutes. And like I said, I checked before I left, and the money had already hit my account before I left. No problems for me.
26
Jun
Posted by Anonymous
I was at a Lenscrafters yesterday. The optometrist that did the eye exam told me I would have trouble reading and seeing up close in 2 years, due to my age and offered me bifocals. How he can predict what my eyes will do in 2 years seemed unlikely to me. And if it will be 2 years why do I need bifocals now?
When I went to pick out frames I was basically pointed in that direction and left alone. The first time in my life this had happened. Also the salesman told me my prescription wasn't too bad, which I found weird since I have pretty bad eyesight.
When I did finally ask for assistance the employee on her cell phone couldn't be bothered and called over 2 others who were sitting around talking.
One of the two repeatedly pointed out frames that were exactly what I said i Didn't want. The other offered a few suggestions and disappeared without a word. Never saw her again.
I eventually picked frames, being disabled I was wearing out and just wanted to be done.
When I picked them up and tried them on they immediately felt wrong to my vision. I couldn't say exactly why, but I could feel it. Even hours later wearing them things still felt off.
Looking closer at the frames and I realized there were still shavings from where the lenses had been cut, hanging off the lens, near my eyes. Also I noticed the lenses were not cut to fit the frame fully and there were gaps between the lens and frame in some places. The arms had extenders and one of them would move and extended just from trying to adjust the glasses on my face, while the other was so tight it would barely move.
The last straw is the affect on my up close vision. My previous and very old lenses would allow me to see things up close without any effect on my vision (I have trouble seeing distances). So I was able to use my cell phone with my glasses on, at least for a short time. With my new lenses it actually makes using my phone blurry at the exact same distance my old frames had no affect. It's worse than having no glasses on at all even.
I've always used lenscrafters but between reading these comments and the shady practices and unfriendly service I've just received I see no reason to go back. And I will be fighting for my refund.
04
Apr
08
Mar
Posted by Anonymous
I bought a lens in 7430 Store oak lawn dallas tx. I returned the glasses they give only option pay $300 more I returned it they don give me refund i have almost two months waiting for check the customer service is tremendously bad they give a number to call with a computer everytime the manager is a very rude and racist person last time I went to the store for help to get information she call police or guard she did not any information just a phone numbers to still speaking with computer does no resolve nothing very bad for company hiring people that just receiving money and then forget to take care of customer
09
Feb
19
Jan
Posted by Tim
They have wrong information everywhere, it says 90 days warrenty here but in reality it's 30 days. They won't give you refund easily, they will try to postpone it as they want. They gave me wrong lenses and still didn't want to refund my money when I said I don't want to deal with them anymore. After a while they told me they will issue a check and I will have to wait 2 weeks to get it. WTF! I paid cash, you are supposed to give me back cash, simple. But they made me wait 3 hours to process the refund, ridiculous service lenscrafters in Beverly sucks.
17
Aug
11
Apr
Posted by Bill
What's you refund policy for frames that haven't been receieved yet?
I purchased one pair of new frames and lenses in the your Valley Stream NY on Sunday March 25 and was told they would ready a week from the next day, April 2.
I've called multiple times only to be given new dates or told they would be in soon, and I would be called when ready.
The last time I called was Monday April 9, and I haven't been called back yet.
I had asked for a pair of clear lenses. I use the prescription for near distances, particularly for viewing laptop and iphone monitors.
The frames I was wearing held together by scotch tape, and the right lense is badly scratched.
My order was made for your 'blue tint' lenses which I'm told now take longer to receive.
They're not what I asked for and I was told they would be ready on April 2.
The frames I chose were $288, and after what I was told was a 40% lense discount the total bill was $567 which was charged against my credit card.
I need the new frames and lenses, and if the frames aren't ready today I would like a refund so I can get them elsewhere.
12
Feb
09
Jan
20
Dec
Posted by Hoping to See Clearly
LensCrafters is exhibiting a great absence of training of their corporate office customer service office, as well as Store 172 in Wichita, Kansas.
The store insisted the exchange warranty is 30 days from date of purchase, even if as this store did, not give the ordered glasses to the customer for 28 days from two re-works required, they having the first new pair made from the OLD prescription rather than the new prescription.
The corporate office customer service insisted the warranty is 30 days from date of customer picking up the glasses at the store. It seems from the exchange policy on this LensCrafters Corporate page they are all completely misinformed, with the exchange policy being 90 days, from date of purchase.
Neither the store nor Corporate customer service was able to provide to me hard copy or an emailed copy of the exchange policy!!! I have requested a company representative to telephone me to explain why so much incompetency might exist and what they might be able to do to correct it in their training of store personnel. We shall see if they have an interest in such matters.
30
Nov
Posted by Dmastur777
arizona mills mall location was awful, another "get used to them". i went to another place to check the lenses and they were way off. so now im getting two correctly made pair fir less than the one pair of bent scratched snd messed up pair i waited two weeks for. never again. the people were rude and not knowledgeable at all. im hoping for a refund even though the glasses are messed up from them
09
Oct
03
Sep
Posted by Cj
We purchased glasses for my granddaughter 2016. So impressed with service,quality of employees we had been customers of Sterling and of course not having to wait 2 weeks for glasses,and courteous employees. This year everything aS good except the employees the girl was rude,talked down to us an apparently hated children. Needed to adjust frames had to wait over 30 minutes while people who just walked in we attended to. Now we need to return they just aren't right,we are within 30 days,but confused cause your website says 90 days return but elsewhere says 30 days. Also again dealt with a rude employee called to check and asked why it was different in 2 places she just yelled in the phone 30 days is a very demeaning manner. This was Deptford mall store. Since your service is so good maybe someone's needs to train I. Customer service and hire people who like their job instead of this insulting young lady. We are pretty sure the last call was the same young lady.
31
Jul
Posted by Anonymous
My son went there today to exchange glasses purchased yesterday. Since their policy is if you don't like them you can return them. Was told he could rerun the glasses were purchased under the protection plan but the plan never mentions and exclusion from LensCrafters return policy. They ended up charging an additional $60 on top of the charges paid yesterday. I guess, although our receipt didn't have the fine print return exception it exist someone hidden. Last purchase from LensCrafters. Hopefully with service like this they won't stay in business much longer.
31
Jul
Posted by Anonymous
I'm done with llenshackers too. Customer service is terrible. I called two days after the 30 day warranty and they said there was nothing they could do. I'm sure not going back to where I purchased them and talk to the rude manager who's hardly old enough to drive a car. Oh yea, On the web sight it says 90 days? Customer service knew nothing of this? Hellooo Costco!
21
Jul
13
Jul
14
Mar
Posted by PROFUSELY ANGRY
I purchased glasses at LensCrafters; acquired an exam, and purchased lenses through them. They were the new line of invisible bi-focal that are supposed to cover a wider range of view. SADLY DISSAPOINTED! Eyes burn, have to find 'sweet spot' to see anything (both for far sightedness and near sightedness. In addition, I'm trying to work with the establishment to reconcile the issue. They keep telling me that I have to discuss with management and give me the hours of availability...but no manager is available. I'm still within the 30 day guarantee timeframe. Feels like lawyer time!
12
Feb
22
Mar
Posted by nothappy
I guess I should of read these comments before I went there to get my eyes checked I went for reading glasses and come out spending almost 400.00 dollars and I can not use these glasses they too told me that It was only a 30 day money back guarantee but I went back twice saying these glasses were not working for me and told me that I need to get used to them. well 3 to 4 months later I have not gotten used to them and I went to get my eyes checked again and took the prescription in to see if it was right and they told me it was to strong for my eyes and all I need was reading glasses what a waste of time with Lens crafts I will not recommend that place to anyone ...they are a rip off.
19
Mar
Posted by Anonymous
Not sure why you post 90 day return policy. Lens Crafters told me it was 30 days. Of course they never mentioned this when I went in to try go get me glasses adjusted - they just kept telling me that I had to wear them longer to get used to them. I wore them for 6 weeks and went back telling them that in some cases I had double vision with the glasses or that I had to close my left eye to focus correctly. I was told that there is nothing they can do. My recommendation: Go to Costco - cheaper and better!
14
Mar
Posted by Anonymous
Worst experience I've ever had getting eyewear! The service in the store was appalling for my and I both. I had to call them to see if my glasses were ready and to top it all off after paying $365.00 out of pocket the glasses weren't right! I'm going to request a refund and steer clear of Lenscrafters from now on.
19
Jan
Posted by Anonymous
i went and spent 245.00 on polarized lens for my new sunglasses that were given to me for a gift. when i picked up my sunglasses they manager had the nerve to take a black sharpie and color the outside rim of the lens so it would blend in with my black frames. how unprofessional is that. i returned the glasses she admitted to using a sharpie and told me thats what they do. i told her take those lens out of my glasses and refund my money. i will never ever go there again
17
Sep
Posted by unhappy camper
Have high blood pressure thr lenses I got I can't see distance on most of thr time. I also use bofinity contacts and have to bump up thr distance went to Madison by gammon road this eye doctor would not listen to me went back twice on their trip this better be last. The last time I had great luck however this time none need distance to driven she was rudenttold me what was going on but she keeps telling me never again
27
Aug
Posted by Anonymous
I use the location in the Deptford Mall, NJ. I LOVE my eye doctor there. I was recently diagnosed with onset Types I diabetes, which caused extreme changes in my vision before diagnosis and after my blood sugar was regulated. I went for an eye exam in May 2015, given a stronger prescription (-4.50) for glasses & contacts and had the changes made. June 25, 2015, I was diagnosed with diabetes and 5 days later I was released from the ICU and my vision began to improve dramatically, so I scheduled an eye exam for that same week. My new prescription was -1.25! I had both contacts and glasses changed. The doctor's office was extremely accommodating and exchanged the contacts at no cost, and explained that LensCrafters would be able to do the same for my glasses. LensCrafters however gave me such a hard time and made me pay out of pocket, even though I had only changed the lenses not even a month earlier! With such a difference in the prescription, I had to get them changed. Now 2 months after my diagnosis, my blood sugar has been regulated and my vision is back to normal (-4.50). I had to have my prescription changed again in the contacts and glasses. The doctor's office again was very helpful and exchanged my contacts (even open boxes) at no cost due to the conditions. The General Manager of LensCrafters was extremely rude, and even said, "When have you ever paid?" And my mother and I clearly pointed out to him all of our purchases from over the YEARS we have been doing business there. He said all purchases only have a 30-day window to be exchanged, the only exception is for people with cataracts. Clearly my situation is not of normal circumstances. If this is true of LensCrafters policies as a corporation, please educate yourselves on the effects of diabetes on one's vision (as I can see from various articles you've posted) and MAKE APPROPRIATE ACCOMODATIONS. From my experience, the staff in Deptford, NJ does not care about their customers. I will no longer be doing business with LensCrafters.
05
Sep
Posted by Angry
I bought a pair of glasses from LC and paid cash. I found them cheaper at Costco. When I went to return the glasses and get my money back I was told someone at the corp. office would mail it to me in 7 days. This is just ridiclous. Shame on you Lens Crafter!!!! People need their money now not a week later. I have to go a week with impaired vision.
30
Mar
Posted by horrible service
I wish I read the reviews before dealing wit them. So I went in, placed my order for glasses, they told me it would take an hour, but for some reason he said come back in 3hrs...fine. so my child n I went to do some errands and came back at 4:30pm which they closed at 6 on a Saturday. When I came back, they said the machines were broken and couldn't give me my glasses that day. What a coincidence! I was FURIOUS at the fact that they have my number n could've called but didn't. Then the manager there told me he will refund part for inconvenience, NEVER did. He said he would call me by 6 the same day when the store closed n let me know what will happen, never did.
Then the next day I went in after work, they lost my glasses....they called a few ppl and n they "found" my glasses mysteriously in a bin...hmm..I think they just didn't finish it to be honest. So I waited for an hour and a half, finally got it, I wasn't happy wit them cuz it really made no difference to me. It looked like one of the display glasses.
So a few weeks later after my purchase, I decided to return them. I went to the place I got it n the guy was giving me all the reasons I should still keep it. I could see then he refused my refund. So I went somewhere else a Few days later and as I tried to return it since I paid cash, she told me she couldn't give it back to me in cash. She said they don't even have that kind of cash in the store n to call an ask before coming to the store if they have cash in their drawer. I was like yea...that's not suspicious! So I was issued a check to my home. I didn't get it yet. I believe that's NOT my problem that they didn't have extra cash in their vault to give. I expected to get it back the same form of payment. They should atleast inform customers if they plan to return it in the future that chances of getting cash back could be slim. I get it, maybe ppl will then turn away but at least the customers can feel they r willing to be honest. I'm upset wit how it all went down. From the moment I walked in the door to get them n wasted my time on that. And its funny cuz it seems like a lot of ppl here have similar situations. I will never go back to lenscrafters even if my eyes needed glasses so badly.
26
Nov
Posted by Anonymous
... anti-glare on the glasses there, it would be 10 business days for that. They did not have the brown tent for... I had to purchase a cleansing cloth from them, after paying $500.00 plus for the glasses they can't ... Crafters did and was unsure of how to proceed other than charging me for more lenses. I asked about my 90 day return policy. Oh,...Oh, well we do not have the money to return to you in the store. She called another store ..., Baton Rouge, La. They did not have the money either. Well she said just come ... Lens Crafters and they do not have the money to refund me. What a ripe off this company is....
07
Nov
Posted by Harris
My husband and I went into the Lenscrafter store located in Salt Lake City,...We were promised the reading glasses the next day but when we called, the glasses were ... up. Upon waiting another day, a call was placed to the store to see what was going on and ... that the regular pair of glasses would take about 7 -10 days which we understood. When speaking ... glasses were not ready by 5 pm that day and he would call and ... when confronted about the refund due to the inconvenience, the Store Manager back out on any money back..., my husband and I proceeded to go to the store to pick up the reading glasses and...
22
Jul
Posted by Anonymous
... still wrong with the prescription. I had to leave the glasses with Lenscrafters for a month because my husband and I... our first vacation in two years. When we returned in late October, I had an exam by my ...each year, and drastically different from what I got from Lenscrafters. I had the prescription filled and found ...luckily not hit by a car. I went back to Lenscrafters and the person there tried to show ...few months ago, I went into a different Lenscrafters location and was told the prescription had ...felt like I was communicating with a sounding board. I guess Lenscrafters no longer cares if I am ...
13
Feb
Posted by Dave
Hello; On February 1, 2012 I purchased frames and lenses from your store at Lougheed Mall.My receipt #is 598980174. At this time the ... humanely possible) The estimated delivery date was Feb 7/12. On that date I attended the store and they told me that it would be an hour. We did go back to the store and when told that tit woud be another day or to. We left and returned again a couple of days later. I did received the frames but not the proper ... these lenses are not ready by Thursday Februray 16th I will demand an entire refund submit a compaint with consumer affairs. I trust you will take this ...