LensCrafters

I am pleased with my glasses, and the staff at the location are very friendly when you visit in person. However, once you leave, the customer service disappears. Unfortunately, my experience has been a series of issues. I didn't receive a text or phone call notifying me that my glasses were ready, even though I was told I did. The staff seemed more interested in arguing than confirming whether my phone number was correct, which may have been a problem. Additionally, the staff appeared hesitant to answer phone calls anyway. When I went to pick up my glasses, the store was closed due to a pipe bursting from the extreme cold weather. It raises questions as to why customers with ready glasses weren't contacted about this situation, which reflects a lack of leadership in customer care, especially since it took over two weeks for the store to resume normal hours. My concern isn't that the store was trying to resolve the issue, but rather that customers were not prioritized and left uninformed. During this period, it seemed that no reviews could be posted, likely to protect their online reputation. It's unfortunate that this location shows such a stark contrast in customer service both in-store and beyond. As a first-time customer, this experience was disappointing.

Visited the LensCrafters store in Wheaton at Town Square. Had a much overdue eye exam. Staff were very kind, professional and explained things very well. I didn't have any questions that weren't addressed before I even asked them. Left with a very clear understanding of what's next. Prices were very competitive with online retailers. Highly recommend! Dr Patel was awesome!

Almost a year later and still LensCrafters Wheaton doesn't disappoint. More specifically Hayat, my customer service representative!! As much as I would have preferred to gatekeep Hayat, I wouldn't be doing her much justice if I didn't share how incredible she is, both at her job and as a person!! I mean she's truly phenomenal. From the moment I set foot inside she was one of the first/only people to acknowledge me instantly which made me feel more welcomed, and she was quick to offer me her assistance. Of course being that she was so personable I eagerly took her up on that offer and I'm so glad I did!! To say that my experience with the help of Hayat was great would be the understatement of the century. Hayat immediately grabbed me a seat, began to offer any recs if needed, and promptly and knowledgeably advised me of my coverage options with the use of my benefits. She SOOOO patiently and kindly waited for me to pick frames, as I'd come prepared but was impressed with their new collection which left me a bit indecisive. However, Hayat so graciously offered her insight, grabbed others for some added perspective, and even patiently and understandably waited for me to call both my mom and sister for their advice. Most people probably would have gotten frustrated by my lack of inability to decide but not Hayat. She was very empathic and made sure to help select the best frames with the best incentives as well. Couldn't have had a better experience thanks to Hayat. Immediately we hit it off, forgot I was even looking for glasses, we laughed the entire time, felt as if I was just catching up with an old friend. Hayat thank you for being such a blessing today. I hope both your team and customers alike see this review and give you all the praise and acknowledgment you deserve!:)

Dr. Losurdo gave me a new Rx in Dec and I went to Lenscrafters yesterday to order new progressives, as well as new progressive sunglasses since the President's Day sale is so consumer friendly! Every employee at Wheaton LensCrafters Town Square is great, but Hyatt (I don't know how to spell her name) has an expertise and vibe that relaxes me with the eye care needs created by Sjogren's syndrome, the autoimmune illness that attacks my eyes. I just kind of exhale and trust everything when I am in her hands, and likewise, Dr Losurdo, as they are both perfectionists who truly care about getting every detail right. Thank you, Hyatt, thank you Dr. Losurdo, thank you LensCrafters! PS Hyatt also helped adjust the new frames of my husband's glasses last week. She did a superwoman task in even getting my prescription reluctant husband to accept new lenses (thank you, too, Dr. Losurdo for inspiring my husband's trust as well!) and my husband and I came away happy and vision protected! I LOVE this LensCrafters!

Seen here about 7 months ago, appointment went fine but I called today to get MY prescription emailed to me and the refuse to do it. Never heard of this with any eye doctor I've been to. Couldn't tell me what it was over the phone, only options were mail and picking it up. I don't live close anymore and I need it today. So frustrating

Top notch customer service this morning. Thank you Aaron for all your help and detailed steps with everything necessary to get new prescription lenses ordered for my existing frames. I look forward to future visits to this store It's a daunting task to get new glasses but a knowledgeable agent helps smooth things out! A Brown

Great experience! I really liked the tech and the doctor. They listened to me and answered my questions. Very knowledgeable and helpful

I'm really disappointed with my recent visit. I had exams scheduled for myself and my almost 5-year-old. My own exam was fine, but my daughter's experience was not. I booked her appointment because LensCrafters' website says children ages 3-5 should have an in-person eye exam and she's been struggling to see. I also thought our appointment was with Dr. Losurdo, but no one notified me he wouldn't be there. The pre-screening staff member was nice, but she didn't seem patient with my daughter and the whole process felt unprepared for working with young children; even though the website states they see kids 4 and up. I completely understand that examining a child can be difficult, but it would have helped to be informed ahead of time if they weren't well equipped for her age or if the tests might not work for her. On top of that, the doctor said she would refer us to a pediatric specialist, but the front desk never received that information. Overall, the communication and preparation weren't what I expected, especially for a child's exam.