LensCrafters

The stars are for the customer service on the floor. I purchased glasses last summer and the young woman who helped me went out of her way to get every possible discount applied through my insurance and through the company, saving me around 50 percent. The glasses came back timely and they’ve been fine up until a few weeks ago when I dropped and scratched one of the lenses. Having purchased a protection plan, I brought them in about three weeks ago to have them fixed and was treated quickly and pleasantly even though the store was horribly short-​staffed that day. I was told that I would receive a call when they were ready, but was also told it wouldn’t be more than 10 – 14 days. Fair enough.
So fast forward to today, 19 days later, and still no call or message. I call to inquire and I’m told that a voicemail was left on May 21, two days after dropping them off, telling me the glasses were ready. I notified the woman that no such call, let alone a voicemail, was received and confirmed that they have been sitting there ready for two weeks and only one attempt was made to reach me. She confirmed this was correct and apologized. I double-​check my phone log, and no, no message. I went to pick them up and received very good service, and had my general questions about the repair answered.
It looks like to me that the management needs to step up its game by having more efficient staffing in place, and revising their procedure regarding customer orders. One phone call and simply dismissing the order to the bottom of a bin is not a good customer service procedure. Someone should be going through those bins on a more regular basis to follow up with the customers. This deficiency shouldn’t fall on the staff to correct, and is a poor example of customer retention.

Very Dissapointed with the level of customer service at this establishment. Came in was there about 10 minutes nobody greeted me, or asked me if I needed help. As a customer, I don’t think I should go ask to be helped. A simple, hello someone will be with you in a moment mam would do. Don’t just ignore your customers. Maybe that’s why they have negative reviews. Took my business elsewhere

The doc and exam were helpful, efficient and friendly. Everything else was awful.
First visit took forever and three staff at different desks to buy glasses. Second visit friends follow up they lost my chart. Awful.

My first experience here was somewhat ok, my eye exam went perfectly well until I had to get my frame. There was a frame that was supposed to be on hold for me, but sadly I was told it was sold to another customer, very unprofessional! First experience here was not good.

Spent more time than I would like to admit trying to hunt down two specific pair of frames. I stopped by this store twice. Each time I was told that the item was not available but that it could be transferred from another store. I never heard back from any of the ladies that I spoke with. Called back to find out that they could not locate one of the items (who knows if they ever even inquired about the other pair). Oddly enough, they think the customer doesn’t need to know that their order could not be fulfilled. Don’t waste your time.

I’ve been to the Stonestown Lenscrafters before and had a terrible experience. (I’ll be leaving a review for that later)
I’ve been coming to the Emeryville location for an eye exam for the last few years. Dr. Vuong is amazing! :) I’ve never had an eye exam anywhere else (and never wanted to).
They have an on-​site lab and can make most prescriptions in an hour.
Juju and Cindy (lab staff) are so fast and friendly!
Juju has made my last 3 pairs of glasses, and the prescription was perfect each time! She also takes the time to adjust the glasses to make sure it fits my face properly. :)

I went to this branch to get new lenses made for an updated prescription. They told me they refused to make new lenses because the lenses wouldn’t fit in my current frames and suggested I buy new frames. Here’s the kicker: my current frames are IN STOCK at the store and yet they suggested I buy brand new ones. Huh???
I asked them multiple times to explain why the lenses wouldn’t fit my current frames and all they could tell me is because of the way they trace the lens, the lenses wouldn’t fit unless I bought new frames. How does this branch stay in business?
I walked, and went to the Alameda branch where they agreed to make the lenses without any problem at all.

First time I got my eye exam here because of the cheap price. I remember a long wait.
But today I tried to call and book an appointment and the person who answered the phone was so rude and impatient, I declined to book again and will avoid completely in the future.

location: in Emeryville with a huge parking lot. It’s perfect because in the 1 hour wait for glasses, you can walk around and visit Marshalls, Ross, Bevmo, and get some Starbucks while you’re at it too. They have a pretty large frame selection.
service: Dr. Shah was really friendly, and both Roberta and Michael were helpful in helping me choose my new burberry frames that I love!
definitely will continue to come back here as it’s nearby and has a good selection of frames.

Super easy to make an appointment (online). Customer service was great, employees were really friendly. Walked in and was greeted immediately even if all the employees were busy. Filled out some paperwork, got my eyes checked, and was sent out with a couple different brands of trial contacts in 45 minutes.
Parking was pretty terrible around the store, although you can park behind the west buildings (next to the freeway) if the parking lot is totally full.

The first eye exam was wrong somehow and I knew right away when I tried the glasses on. So I said this isn’t right and the woman told me «Just try them tomorrow with a fresh set of eyes» like my eyesight is somehow magically going to change in the morning… She said to come back the next day if I felt that they were still not right (The prescription was –100 the first time). So I came back the next day and said that they were not right, like I said yesterday and she said that I HAD to make an appointment. WHY wouldn’t you tell me that before when I said this was not right?! I would have made one then and there. So I made an appointment for the same day, Sunday at 2. When the eye check was complete for the second time the prescription was -.50 (which is what they should have been the first time). They said we’ll text you like before when they are ready. Two hours had passed and I was concerned because it did not take that long the first time, so I called at 4pm, an hour before they closed. She now said that they will be done tomorrow. I was beyond annoyed and said ok… greeat…and then hung up. Then at 4:47 pm I receive an email saying that they are DONE… fucking really?! Do not go to this location!

This place is terrible, upsale you on insurance. Want insurances when your glasses have
Technical difficulties after the first 90 days?
All smiles and friendly… Then put in sub fees… Ask them if you really need the charges they put on your invoice.
Remember: there is a standard return policy.

Great place to order glasses customer service was great. Ordered my glasses the same day within three hours both my glasses sunglasses and reading glasses was ready.

I was highly recommended to this location to see Rio and it was a pleasant experience. I was referred to by my girlfriend who is a continued customer. Prior to us living in Alameda and a Lens Crafters 10 minutes away we still drove out to see her due to recent reviews as well. The visit was fast and simple, she was extremely helpfuI, honest about opinions and guided us through it all. We were in and out in less then 30 minutes. I am a satisfied customer and will definitely be back. Thanks Rio for all your help, I will be referring my entire family. For those out there tell them Nader sent you!

The folks here are awesome, extremely helpful and attend to your needs. I notice some of the other negative energy Unilocalers giving bad ratings are complaining about there own mistakes, these folks working here do the best they can for you, and from my experience and walking in with a «positive attitude» with good energy, I received the same back in return. Wide selection of glasses for all prescriptions. Please be patient this location can get very busy at times but you will be attended. If you are a cheapo then go to the nearest CVS/​Walgreens and get yourself some crap. These are your eyes folks that you use everyday, invest in them. You get what you pay for. Go see a lovely sweet filipino lady name «Rio» she is extremely helpful, patient, and will help you anyway she cans to make sure your purchase is just what you are looking for. I have referred all my friends to her and they have all had a wonderful experience. I will definitely be seeing her again. Thanks Rio!

Dr Shah is a fantastic optometrist; I’ve been going to this lenscrafter for about two months now. I’ve been having an allergic reaction to my old pair of contacts, and needed to try out different types of contacts material to see what worked with my eyes and what didn’t. I’ve had to go into Lenscrafter about 4 – 5 times (sometimes as walk-​in) in the past month to get a new brand, and I finally found one that was fitting for me. Dr. Shah was very accommodating and very patient in helping me select a good brand.
I’m very happy to recommend this place to anyone who is interested in getting personal care from their optometrist!

I am 29 and have been wearing glasses since 2^nd grade. Every year, I have an eye exam. In 20+ years of exams, this LensCrafters provided the worst experience I have ever had. In fact, they probably provided the worst experience a person could ever have period.
I was seen by Dr. Shah. He wrote me a prescription and I saw a pair of frames I liked in store. I went online and found them for cheaper. Great! I enter in my prescription and buy the glasses. The website contacts me and tells me, «hey, your prescription is incomplete!» I double check it and it turns out, yes, it is incomplete. I call Lenscrafters and they say they will call me back with the information I need in 30 minutes. 2 hours later, they call me back and say they have lost my chart! They don’t have my information and I need to come in and have a full exam again to have an accurate prescription. For legal reasons, they can’t just take the measurement I need and send me home. They have to run the whole battery of tests, as if I am suddenly going to be colorblind or develop glaucoma in 2 weeks.
Well, it turned out it was good a new doctor did a complete exam because it turned out Dr. Shah’s prescription was completely inaccurate. She showed me the lenses for the prescription she wrote and I would be essentially blind with them. She changed me back to my old prescription.
TL; DR: Doctor wrote incomplete prescription, office lost my chart and couldn’t give me info, had to go in a get reexamined, turned out my original prescription was completely wrong.
Avoid at all costs!

I’ve been a customer at this LensCrafters for about 3 years now (contacts and glasses) and have consistent issues. The past two time I’ve ordered contacts they never actually placed the order and after this last order I placed they called and asked if I had actually paid for them and I had. — they are nice people but there is something wrong with their operating procedures and I’m fed up.
In addition, my boyfriend recently bought glasses that had a scuff only seen when the light hits the lens at a certain angle and when he brought them back in to be replaced they blamed him and never replaced the defective lens.

I started coming here when I first got glasses. It was convenient. The people were nice.
A year ago I ordered 3 sets: Two progressives and some reading glasses. Every single one had to be made twice, and I still was never happy with my vision. I found out too late that they don’t take the VSP insurance I’m now on, so I dropped hundreds of bucks here.
This morning I have my annual checkup and the tech checks the glasses. The left eyes are all at least half a point off of the prescription, and they put the focal center too close to my nose so I was never looking through the sharp part of the lens.
No wonder.
I will not be going back to LensCrafters. Costco here I come.

Oh my gosh — I LOVED my experience with Lens Crafters in Emeryville! Everyone was so kind and pleasant and I felt really cared for and attended to by everyone I interacted with. During the exam I felt really comfortable and I actually had fun!
…but Rio — who helped me set-​up the appointment and who worked with me during the initial screening part of the appointment… was amazing!
She was so thorough and so helpful.
THANK YOU LENS CRAFTERS EMERYVILLE!