LensCrafters

It's seems practically impossible to find a Lens store that has good service. I've been through most of all of them. I decided to give Lens Crafters a go. Can't say they were better or worst than the rest. They all sit at the same level. For the amount I paid just for lenses I would expect better service and remedies for simple issues. I purchased a pair of frames on line and had my lenses done by them. Unfortunately the frames I got are bit too tight. They could've offered to adjusted them or something. When I asked if I can bring a new frames and have them re done. I was told I would have to open a new order and re purchased them. Mind you I paid nearly 500 for lenses alone. So now I'm stuck with them. Lesson learned. Disappointed customer.

I initially had a frustrating experience due to a significant delay in receiving my prescription glasses and a lack of consistent communication. After waiting far longer than expected, I decided to stop by the store to address the issue in person. I'm glad I did. The store manager, Kim, was incredibly kind, professional, and attentive. She took the issue seriously right away and worked to resolve it without hesitation. She took concrete steps to fix the problem and even provided a complimentary upgrade, which I truly appreciated. What really stood out was her demeanor--she single-handedly assisted me, other customers, and phone calls, all while remaining polite, patient, and genuinely pleasant with a constant smile. Her customer service made it clear that the company does care about resolving problems when they're brought to the right attention. While the initial delay was disappointing, the way the situation was handled afterward restored my confidence. Thank you to Kim for turning a negative experience into a positive one.

My experience at LensCrafters was very mixed. My optometrist, Dr. Tariq, was extremely personable and kind and made me feel comfortable throughout the exam. Unfortunately, the retail side was a completely different story. I was met with outright rudeness from an older British man working the front. He ignored me in the lobby without any acknowledgment while I stood directly in front of him. When I finally got his attention by placing myself in his path as he tried to walk away from me, he acted shocked and accused me of being impatient. I calmly explained that a simple "I'll be right with you" would have been sufficient, to which he replied that he was "very busy." After my appointment, no one asked if I wanted help selecting frames or ordering contacts. I was essentially left to fend for myself. To make matters worse, the prescription they provided does not transfer to their online system, so if you lose the paper copy, you are out of luck. The prescription also did not include my pupillary distance, which I only realized after opening the sealed envelope. If you did not open it, you would never know that information was missing. This feels intentionally inconvenient and makes ordering glasses elsewhere unnecessarily difficult. When I called to ask whether my PD had been measured, I spoke with another rude sales associate who told me I could come back to have it measured "as a courtesy," as if I had done something wrong by not requesting it in the first place. How would I even know to ask? Given how dismissive and unpleasant the retail staff was, and after my interaction with the front desk employee, I just wanted to leave as quickly as possible. Dr. Tariq was wonderful, but the rest of the experience left a very bad impression, and I would think twice before returning.

Both of the employees (Nigel and Danny) were extremely helpful in placing the order for my new glasses. They are both extremely knowledgeable about the field they work in, and are kind individuals. I would 100% recommend the LensCrafters at Towson Town Center.

Terrible service. I am extremely disappointed in how I was treated today. Had an eye exam appointment at 1:20. Arrived on time but it was my first time here and I had trouble finding the right location in the mall. I tried googling directions to the location with no luck. I tried calling their phone number for directions and it rang and then I was hung up on. I was not able to get through to a person. Neither directions nor the doctor's office phone number were listed in their confirmation email either. Finally arrived to learn that the doctor (Dr. Tariq) went on her lunch break and that I would have to reschedule for another day due to the 10-minute late policy, which was not mentioned in the confirmation email or anywhere else I could find. I was maybe 2 minutes past that, but had been trying to reach the office with no luck. They said if I called sooner they could have taken me, to which I responded that I did call... Not to mention, no one reached out from the office to confirm my appointment, which I was told was standard protocol. When asking about other options, I was referred to the store manager, who was unhelpful - the only solution provided was to wait for Dr. Tariq to return from her lunch break at 3:00pm to see if she could squeeze me in. After waiting over an hour an a half since no one could contact the doctor on her lunch break (that she took early), I was told I could not be seen today and would need to reschedule. The doctor had an hour and a half lunch thanks to me but yet there wasn't time to see me? It felt as if Dr. Tariq just wanted to leave for lunch early and this was a cover up. Another odd practice, while I was in the waiting room, they performed another patient's pre test in 2 rooms right next to me with the doors open and lights off, so I could hear and see everything occurring. Felt very violating of patient privacy. Safe to say I will never be coming here again and I'm grateful I am not a patient here.

In the past month, we visited the Towson LensCrafters twice--once to select frames and again to place our order. On both occasions, we had the privilege of being assisted by Nigel. Without a doubt, this was the best experience we've ever had at an optical provider. Nigel is knowledgeable, thorough, professional, and attentive. He made sure every part of the process went smoothly and ensured we had a truly positive experience. What stood out even more was his attention to detail--he even repaired an older pair of glasses by replacing the nose cushions, simply because he noticed they needed it. This level of customer service is rare and went far beyond our expectations. It was very much appreciated, and we are grateful for the excellent care we received.

LUVVVV going here!!! This location is the best!! EVERYONE is super nice, welcoming, personable, knowledgeable, professional and funny! The young ladies at the front desk are so adorable! Dr Tariq is super cool and down to earth!! Ms. Kim and Mr. Nigel are superheroes! They make sure I'm well taken care of when it comes to picking out my frames and all of the details to finalize everything. I'm never going to any other place for my eye exam or glasses. Thanks you guys!! You sure do know how to make a gal feel welcomed!!! KUDOS!!!

Booked and confirmed appointment online. Arrive for appointment 10/31 140 pm and was told they tried to contact to reschedule due to Dr being out. That's a huge inconvenience for me because I took off from work. Also staff and the manager stated that the online confirmation is not "valid" I was denied service with no resolution lens crafter should have accommodated me and squeezed me in with another Dr. I wonder if all of the patients were rescheduled for the provider or just me I also think if I had been white the outcome would have been different. Very poor customer service