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LensCrafters
- Healthcare
- Arlington, VA
About this business
<p>Luxottica Retail North America offers eyeglasses, contacts and related products and services.</p><p></p><p>This BBB profile covers "corporate" store locations for Luxottica Retail North America, Inc. Separate files of franchised Pearle Visions and independent Optometrists are handled by separate BBBs.<br></p>
Location details
4238 Wilson Blvd Space 1220, Arlington, VA, 22203, United States
Get directions| Weekday | Schedule | Status |
|---|---|---|
| Mon | 9:00 a.m. to 6:00 p.m. | |
| Tue | 9:00 a.m. to 6:00 p.m. | |
| Wed | 9:00 a.m. to 6:00 p.m. | |
| Thu | 9:00 a.m. to 6:00 p.m. | |
| Fri | 9:00 a.m. to 6:00 p.m. | |
| Sat | 9:00 a.m. to 6:00 p.m. | |
| Sun | 12:00 p.m. to 6:00 p.m. |
Terrible experience with them and urging everyone NOT TO BUY from them I placed a prescription glasses order on TargetOptical.com and received a pair of glasses with completely wrong prescription. I then requested for a return and refund. Per their service level agreement, I should have received a refund within 15 days after they received my return. That never happened. It took me multiple calls and a few hours on the call to have them admitted that "somehow the refund was not proceeded", and another 3 weeks for me to receiv... read more
Business response:
<p>Hello *********</p> <p>Thank you for the additional information about your survey response and experience with *************** Your feedback is essential in identifying opportunities for improvement as we strive to deliver the best possible customer experience.We expect our customers to feel welcome, cared for and important; we apologize if you felt this was not the case. We appreciate your candid and constructive comments and have forwarded your feedback to our management team to ensure the matter is properly addressed.W... read more
This company needs to be completely shut down. My first experience was going online to make an appointment, they did call back to inform me that on that particular day, there was no doctor available. I then re scheduled for May 3, 2023, they sent me a text to confirm which I did and they send back another text thanking me for confirming and that they looked forward to my visit the next day. I drove 206 miles for this alleged appointment only for a technician to tell me that once again there was no doctor available. I showed ... read more
Business response:
<p>Hello ******,</p> <p>Thank you for the additional information about your experience with Luxottica. Your feedback is essential in identifying opportunities for improvement as we strive to deliver the best possible customer experience.We expect our customers to feel welcome, cared for and important; we apologize if you felt this was not the case. We appreciate your candid and constructive comments and have forwarded your feedback to our management team to ensure the matter is properly addressed.We apologize for not meeting... read more
Store associates refuse to honor Lens Crafters' "30-day Happyness Guarantee." Less than 30 days after receiving my prescription sunglasses, the nose pad fell off. Upon visiting the store, I was told it was my responsibility to contact the glass manufacturer (Costa) and seek a warranty claim. Dissatisfied with the lack of customer service, I asked about the 30-day 100% satisfaction guarantee and was told it did not apply when the product is defective. Desired resolution: For Lens Crafters to either take on the responsibility ... read more
Never buy from them. Can’t get in touch with them . Never answer my emails. And never tell you where you’re order is
Business response:
<p>Hello ****,</p> <p></p> <p>Thankyou for reaching out to Luxottica via the BBB.</p> <p>We regret to hear that you will not buy from **, that you cannot get in touch with us, that we do not answer your emails, and that we never tell you where your order is.</p> <p></p> <p>After reviewing your accont ******************* we were unfortunately unable to find any previous interaction history under this email address.</p> <p></p> <p>We would love to be able to help turn this around for you, but in order to do so, we will require... read more
I bought glasses directly from the website back in August and by November my glasses were already falling apart. I said hey it happens so I replaced the screws and kept moving on with my life. Eventually it started happening on a regular basis. So I reached out to the customer service and it took a bit of arguing but I finally was able to get a replacement pair of glasses. I then got those replacement glasses and they are just as bad as the first pair. I have photos proving how my glasses how they keep falling apart. Worst p... read more
Business response:
Hello ******,Thank you for reachng out to us regarding your complaint. We regret to hear about your dissatisfaction with our company, products, and customer service After reviewing your account, we have decided to make a one time exception for you and issue a full refund ($176.30) to the original form of payment for order ********. You should expect to see this refund reflect on your side within 5 business days.Thank you,Luxottica Customer Resolution Team
This company is TERRIBLE! They are impossible to get in touch with and run you around in circles until you just give up. I'm done with them!
Business response:
Hello *******,Thank you for reaching out to us via the BBB.We regret to hear your feelings regarding our compay and we are here to help.After reviewing your interaction history, it appears that you were attempting to obtain order information from a previous order placed with us. If you could, please reach back out to us and provide: The name on the order, any potential email addresses used, the approx. date of purchase, the last 4 of the card used, as well as the exact order amount if available (Can be found in your bank sta... read more
I have used Lenscrafters for 25 years since I got my first pair of glasses as a teenager. For the most part this has been a very positive experience. Go have my eyes checked, order glasses have glasses by end of business day. Glasses usually last me between 2 - 5 years (My prescription has barely changed in 25 years) Usually I order 2 pairs 1 Transitions for Outdoors, and another with coating since I spend hours behind a computer. This time around I went in and had my Eye Exam with rude staff in their instore Optician(The Do... read more
Business response:
Hello *****,Thank you for reaching out to LensCrafters via the BBB.We regret to hear that your order has been delayed.We have experienced an unexpected increase in orders over the past few weeks resulting in some delays with our processing lab. The lab is diligently working to get your order manufactured and shipped to you as soon as possible. Once your order ships, you should receive a shipping confirmation email that will contain your tracking information. We apologize for the delay and inconvenience.Thank you,LensCrafters... read more
Typical and heinous when it comes to companies like this. I inarguably have a real, authentic, legitimate factory defect with my Ray-Ban Stories Meteor Blue. I ordered these glasses on September 9, 2021 from *********, ********* order number *********. It is still within the warranty period when I filed for Service Request Number ********on February 8, 2023. My glasses have incurred warping and stress to the hinge of the glasses while being stored in the glasses charging case over time, which has eventually loosened and sepa... read more
Business response:
Hello *******, Thank you for reaching out to Luxottica Aftersales via the BBB. Unfortunately, we are unable to override any decisions made by our AfterSales Department. They are experts in this field and nobody other than them has the ability to approve a warranty claim or deem damage as a defect rather than wear and tear. You may feel free to reach out to them again in hopes of getting an alternate resoluition. However, there is nothing that can be done by us or any other department regarding their decision. With that said,... read more
I made returns with a prepaid mailing label back to Rayban 7 weeks ago, they received the returns and issued partial refunds on order ********* and order *********. I am still missing a refund for $149.27 on Order ******** and a refund for $33.59 on Order *********. I've spoken with customer care agents on 8 separate occasions and each one promised me they were "prioritizing the case, escalating it and manually refunding me, and that I would receive the rest of my refunds within 3 business days..." I've been waiting 3 weeks ... read more
Business response:
Hello ****,Thank you for reaching out to Ray-Ban via the BBB.We regret to hear that you are still waiting on refunds for both of your orders.After reviewing your account, it appears that order ******** was refunded in the amount of $33.59 on March 21st.Additionally, we have just now refunded order ******** in the amount of $149.27 earlier today 3/23.These refunds should reflect on your side within 15 business days of their respective processing dates.We apologize for this situation and appreciate your patience and understand... read more
Frequently asked questions about LensCrafters
How is LensCrafters rated?
LensCrafters has a 3.2 star rating with 411 reviews.
When is LensCrafters open?
LensCrafters is open now. It will close at 6:00 p.m.
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