LensCrafters

Very disappointed with this LensCrafters location. It's significantly worse than the Palo Alto store. When I walked in, one staff member was already helping a customer at checkout, yet instead of finishing that interaction, he leaned over and shouted questions at me across the counter. It felt rushed and unprofessional. The store itself also didn't feel well maintained -- the carpet looked dirty, which didn't leave a good impression. What frustrated me most was their refusal to help me place an online order. I was told that the item couldn't be purchased through the website, and instead I was advised to go buy the frames at the Meta Store and then bring them back to LensCrafters to have lenses installed -- "many customers do that," I was told. That suggestion felt unreasonable. If the frame were damaged during the lens replacement process, it's unclear who would be responsible. It also creates potential tax complications. Additionally, their lenses are very expensive. From my experience, Meta's lenses are actually quite good, and even their top option was only $399. Overall, this visit was disappointing and not comparable to the level of service I've received at the Palo Alto location. Following your staff's advice, I went to the Meta Lab and completed my purchase there instead. I won't be returning to this location.

I'm on my fourth pair of prescription glasses and it has been a while since I was here. When I walked in Laurie recognized me and welcomed me back! Sandra is the lovely manager who was so helpful and a pleasure to work with. Dr Hoe was extremely thorough and took her time with my exam and answer all questions. Great staff!

Kat is the best! She showed us all the options and gave good glasses fashion advice.

I had a deeply disappointing and untrustworthy experience with LensCrafters that reflects deceptive business practices rather than a simple service issue. After a long consultation involving frame selection and discussion of insurance coverage, the staff deliberately failed to disclose that the store is out of network for my insurance. Instead, they scheduled my appointment on the last day of the year, near closing time, creating time pressure. Only when I was about to place the order--and noticed an unusually high out-of-pocket cost--did I inquire further. At that point, the associate claimed the store was "partially out of network." This statement was factually incorrect. My insurance provider later confirmed that LensCrafters is fully out of network, with no partial coverage. This omission and misrepresentation significantly affected my purchasing decision and constitutes a serious breach of trust. This behavior might be expected from a small or inexperienced business, but it is unacceptable from a large, well-established brand. The situation worsens when I got my glasses. I ordered lenses without anti-glare which I usually have done in the past. This time the lenses were unusually thick for the same prescription. Upon investigation I discovered they used plastic lens instead of polycarbonate one and when delivering the staff mentioned to come back if I don't like the lens and pay an hefty additional amount to "upgrade" the lens. My experience with LensCrafters San Mateo was beyond disappointment, it's misleading and unacceptable.

Inconsistent Warranty Handling and Poor Communication I visited this LensCrafters location for a warranty replacement approved by Luxottica. The experience was frustrating due to inconsistent communication and unnecessary tension. On my first visit, I presented the official warranty letter and explained that I no longer had the original charging case. I also clearly stated that I did not need a replacement case. I was told this would not be an issue and that the replacement process would move forward. Two weeks later, when I returned to pick up the glasses, a different staff member told me that management notes required me to surrender the charging case, describing this as "common sense." This directly contradicted both the written warranty letter and what I had been told during my first visit. The tone of the interaction also felt lecturing and implied I was trying to take advantage of the process, which was not the case. After additional discussion, they eventually allowed me to take the replacement glasses without providing a case, which confirmed that the requirement was not actually necessary. While the issue was resolved, the experience left me feeling disrespected and uncomfortable. What stood out most was: * Inconsistent information between staff members * Mismatch between written warranty instructions and in-store enforcement * Poor handling of a straightforward warranty exchange I'm leaving this review so other customers are aware that warranty visits here may depend heavily on who you happen to speak with. Clearer communication and more consistent staff alignment would make a big difference.

Going to any business/establishment w/ familiar faces makes for a pleasant experience and even better is when they are familiar with you as well. I've had the pleasure to have Melissa work with me on multiple occasions. She's always made sure from the selection of the frames, the best lens, and the proper fit for you is what you will get. I had also been fitted for contacts after my examination w/ Dr. Hoe. It had been quite some time since I had worn contacts so I needed a refresher course and Ricky was very helpful and patient in instructing me to have the lenses placed and removed correctly. The one on one attention you receive from the staff to make sure you have best suitable glasses/lenses for you will definitely make your vision better from when you initially walk in! Thank you, Lens Crafters at Hillsdale Mall, San Mateo! =0>

I booked appointment to get a new pair of glasses because the strings of the old pair (bought at a different LensCrafters several years ago) broke. The staff are very considerate and offered to fix the string for free. Thank you for being considerate!

I didn't want to share this feed back but enough is enough... it has been 3 years I come for my yearly eye check and every year it get worst I will not being coming back here. I rather drive further than to be subjected to the lack of respect for patience and honoring appointment times. At first I said okay it happens the second time I was understanding this time I just see they don't care about helping and we are a pain to even be seen here. There was Ricky person who walks around with disregard for customers or patients I had an appt at 11:20 and I tried to check in they said have a seat they asked again what time my appointment I said 11:20(now 11:40) then past up for some that just walked in for their 12 appt taken in... why I am still here waiting for my 11:20 appointment. It's now 12 I ask another woman and she say oh sorry someone moved your appointment... what am I here waiting why who? I dont know sorry it's now 12 ........ smh step up people have we really lost all care for even trying to do our jobs.