LensCrafters

I came to the LensCrafters at Topanga Mall to buy new frames and was helped by Aurelina, who was kind and helpful. Unfortunately, everything after that was a terrible experience. Both my original order and my exchange took far longer than promised, and I was never notified when my glasses arrived. Each time I had to come into the store to find out myself, after being placed on long holds on the phone. When I finally picked up my exchanged Ray Bans, they were damaged and completely wrong. The frames were bent and misaligned, missing screw covers, and the lenses were extremely thick, bifocal style, instead of a simple nearsighted prescription. On top of that, the lenses were clear instead of the blue crystal/sapphire lenses I was promised and paid extra for. The employee Jeremy was rude and said they do not guarantee glasses arrive in perfect condition, which is unacceptable. The manager Kim refused to come out and speak with me, and I was given the runaround for over 30 minutes when requesting a refund, despite being within policy and receiving incorrect and damaged products. I was told I would receive a refund within a couple of days, but that Kim needs authorization from the regional manager Jennifer for a cash refund. So far, this has felt like more delays and excuses. I've been a customer of LensCrafters for over 10 years and have shopped here for my entire family. After this experience, I will never return to the Topanga location. Poor communication, rude staff, unprofessional management, and a complete waste of time. I will be following up with corporate and the Better Business Bureau until this is resolved, my full refund is issued, and I receive an apology from the entire staff at this location.

I had a fantastic experience at LensCrafters in Topanga Mall. One of the screws on my glasses had fallen out, and I stopped by hoping they could help. The optician was incredibly kind and helpful--he quickly fixed my glasses on the spot and didn't charge me anything for the repair. It's rare to find service that feels both professional and genuinely caring, but that's exactly what I experienced here. The staff went above and beyond to make sure I left with my glasses in perfect condition. I really appreciate their generosity and excellent customer service. Highly recommend this location to anyone in need of eyewear support!

I have been a relatively loyal customer at Lens Crafters in Woodland Hills, Southern California. Relatively, because I ventured due to extreme pricing difference to competitors like Warby Parker etc. I returned to Lens Crafters to give them another chance and just left highly disappointed yet again. My prescription is not easy by any means and because of that I am prepared to pay extra to make sure the corrective works. I wanted to wear the glasses a bit and give it a try although I mentioned concerns immediately, that wearing them made me dizzy. I scheduled an eye exam after three months with the same concern and asked to for an exam to just review my prescription and see if we can make sure this is the properly converted to the glasses. I did not receive an exam and without looking at my glasses, I was met with: This was correctly done, and if you want us to resubmit the prescription, you have to pay full price because we have a 30 day return policy. We cannot do anything else. No, let me see what we can do, because I want to make sure you can use your glasses, just, you want a solution, you have to pay. I wasted 400+ Dollars after Insurance for Glasses I cannot wear! My entire family wears glasses, but we will no longer consider Lens Crafters as a viable option. It is unfortunate that profit is more important than the health and creating a trusting relationship between a Health Care Provider and a patient. You lost a solid customer base today!

I inform at your store in topanga mall that I been offended in front of others customers for Mrs David, I'm Jesica bellia, been on July 26 at sun glasses and bought a pair of frames, they recommend lens craft to make my app, Brianna was so nice and give me my app with the doctor, was excellent, she asked about my purchase and offered 50 per cent discount, I ask to pay buy credit card next week ,she make and account to find easy, Saturday 2 Aug I been there I show my exam and ask for my acc showing again my frames and Mrs David said he is the manager and can't make my file with my frame cuz they where stolen, he accused me to rob in front of all customers, I asked to check the cameras, I been with the doctor, make me goes to 2 stores to find a copy of receipt I show my bank statement, he didn't apologize, make my cry, and don't make my file, so sad. Im a customer with my doctor app, and my purchases i can't even understanding how a person how says is the manager from the store can be so rude to said "this glasses are stolen" I can't stand with this situation I would like to send corporate this with my ticket to show my disappointment and my dignity. Please would like someone give me a feedback asap to go and finally make my glasses.

On 10/21/25, we went to LensCrafters, on recommendation from our ophthalmologist, for new eyeglasses. The moment we were greeted by Nelly, we knew we were in good hands. She has a sharp eye for face-flattering glasses. She was patient and warm and very capable. Cannot say enough positive about Nelly and our experience. Thank you. Follow up. We have been back to the same store now for glasses repair a the service has not been good. They seem to be understaffed. One gentleman who assured us seemed indifferent at best and gave us incorrect info how the repair would occur and how long it would last. While retiring to get the glasses repaired they knew we were waiting and we never received the text saying the glasses were ready. We finally went on and waited over 20 min just to be helped and the glasses were sitting on the counter ready for us the entire time. I cannot recommend using the Lens Crafter at Topanga.

The manager Kim has consistently been rude and unprofessional in my experiences. She does not greet customers, does not take accountability for resolving issues, and there appear to be frequent disputes between her and customers. This type of behavior seems to reflect in how her associates also handle customer service. There clearly needs to be a major change in management at this location. I am not surprised to see similar complaints about her, and this likely explains why she did not come out to assist us with our return. We were told she was "on lunch" only after we had already been waiting over 30 minutes for her to process our refund, which felt like an excuse to avoid addressing the situation. Completely unacceptable and unprofessional.

Second time using this location and Dr. Mirza is wonderful for your eye exams. Make sure to ask for Nelly if you want to get the most flattering frames you can find. She spent plenty of time working with me to find me frames I loved and I will always look for her on future visits. Nelly was professional, fun, and got me the best value between promotions and my insurance. She's great!

STAY AWAY FROM THIS PLACE! I went there last week to see the new Nuance Hearing Glasses, I was told I had to make an appointment to get a full demo on who they worked, so I made an appointment for a week from then at 4pm, I showed up yesterday and they saw my appointment but said they needed to charge to glasses which would take about 20 minutes, 20 minutes later I asked if I could get my demo and they asked me to sit at the demo table, I nice young lady came over and sat and proceeded to tell me all about these hearing glasses, when I asked for a demo she said it takes an hour to charge these. They knew I had an appointment and they could have charged the glasses had of time, but that's not what I'm upset about, the entire time they made me feel like this was my fault, I know I don't dress fancy but I dress OK, I could certainly afford these $2000 glasses but wow I have never felt like such a POS before.