• Report: #206589

Complaint Review: LensCrafters

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  • Submitted: Thu, August 17, 2006
  • Updated: Sat, January 29, 2011

  • Reported By:Brooklyn Center Minnesota
LensCrafters
145 Willow Bend Crystal, Minnesota U.S.A.
  • Phone: 763-537-9450
  • Web:
  • Category: Eye Care

LensCrafters Ripoff dishonest total lack of customer service Crystal Minnesota

*General Comment: I would look into this more

*Consumer Comment: Comment for Sue

*UPDATE Employee: Gift Certificates

*Consumer Comment: Common Gift Certificate Practice

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I faxed a copy of my contact lens prescription to LensCrafters. I then called them and spoke with a technician/salesperson, telling her I wanted to order the right lens.

When I went in two days later to pick up my lens, the bill was twice what I was expecting! The salesperson mistakenly ordered both lenses. Well, I wasn't happy, but the lenses I had been wearing were a few years old, so I figured, "What the heck."

I had a gift certificate in the amount of $200.00. I wanted to use $50.00 of the g.c., pay the rest in cash, and get the balance of the g.c. in the form of another g.c. The saleswoman was not sure how to handle it, so she called over another saleswoman.

This woman, Corina, didn't even acknowledge my presence. She got the explanation of what I wanted to do from our original salesperson, and immediately picked up the phone to call another store to find out how to handle this situation. When she got off the phone, all she said was, "You can't do that." I asked her to repeat what she said, and she did, word-for-word. Not "I'm sorry, but we can't do this transaction this way." Nope. Juet "You can't do that."

She then went on to explain that I had to pay for ALL of it either in cash, credit card, check, or gift certificate. I could not do any combination of these. I mentioned that in other stores, I am able to do this. She asked me, "In other LensCrafters?" I said, "No, in other stores." She replied, "Well! We're NOT other stores, are we?" OOOHHH BOY!

So, I decided to use the gift certificate. She THEN informed me that I had to use the ENTIRE g.c., or forfeit the balance, because they "don't give change on gift certificates." I again explained that I wasn't interested in receiving "change," I just wanted the balance in the form of another gift certificate. She informed me that, "No. You have to use the entire gift certificate, or forfeit the balance."

So, in order to not give them any "free" money, I was pretty much forced to purchase items I neither needed nor wanted!

I will never darken the door of another LensCrafters. If they were the only optical store in existence, I would just as soon not see clearly!

Louiselle
Brooklyn Center, Minnesota
U.S.A.

This report was posted on Ripoff Report on 08/17/2006 01:21 PM and is a permanent record located here: http://www.ripoffreport.com/r/LensCrafters/Crystal-Minnesota/LensCrafters-Ripoff-dishonest-total-lack-of-customer-service-Crystal-Minnesota-206589. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
0Author 4Consumer 0Employee/Owner
Updates & Rebuttals

#1 General Comment

I would look into this more

AUTHOR: Brad - (U.S.A.)

I am sorry for your gift cert issue - however I would certainly look into state law and more importantly how these idependant od s are set up.

Maybe your definanition from the Webster is correct however in the state I am in - although they are under the Banner of Lenscrafters they are by law prohibitted from running the buiness as you say they can ( or should be able to do in your eyes)

In our state -the ODs run and operate their own buiness - and LC is governered by state laws on what they can and can not do together .

I urge u to take a harder look at state statue - since I know in CA - Lc and eye exam of CA and totally seperate and are not allowed to cross over at all
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#2 Consumer Comment

Comment for Sue

AUTHOR: Aafes - (U.S.A.)

Sue,

It is good to see an associate of this company that has a committment to customer service. I commend you for that.

I will, however, respectfully disagree that the complaint should not be made to Lenscrafters. Although the "Independent Doctor's Of Optometry" located inside Lenscrafters do not work directly for Lenscrafters they do work under the Lenscrafters banner.

Lenscrafters itself states the optometrists are "affiliated" with Lenscrafters. The legal definition of "Affiliate" or "affiliated" means a person that directly, or indirectly through one or more intermediaries, controls, is controlled by or is under common control with another person.

These optometry businesses are under the control of Lenscrafters corporate entity and therefore Lenscrafters does retain some control and responsibility for the customer service they provide.
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#3 UPDATE Employee

Gift Certificates

AUTHOR: Sue - (U.S.A.)

I am truly sorry for the experience you had at that particular location. I've handled a situation, much like yours, recently and because the amount for the refund was so great, I re-issued the customer another gift certificate for their glasses. That was the simple solution to where the company wouldn't take it unnecessarily.

I'm not sure why those associates didn't retain the help of a manager. Most locations are filled with them. I am not one currently, but was for several years before demoting myself for personal reasons.

I, personally, don't hold an entire company liable for an unfortunate experience at ONE of their locations.

I'm sure if you spoke to the General manager or even their boss (Regional Director of Operations) that this matter will be straightened out and those associates will be coached on proper policy. I do apologize for the experience you had and know they can fix it whether you wish to return or not.

P.S. Contact lenses are purchased through an independent doctor of optometry and not Lenscrafters. Lenscrafters, by law, can not sell contact lenses. Here in California, we have Eyexam of California inside the location. I, as an optician, can sell you contacts for Eyexam of California. Our (Lenscrafters) policies are not the same as those implied by the office our Optometrist. We can not adjust or re-use your money towards anything but your contacts or exams. Eyexam of California does not issue Giftcards or certificates, so you would not be allowed to use them on your contacts or exam. **Two very seperate companies by law**

Your complain shouldn't be directed to us based on that fact, but I could be totally wrong because the lawa may be different in Minnesota.
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#4 Consumer Comment

Common Gift Certificate Practice

AUTHOR: Aafes - (U.S.A.)

First, I will say, as a former Lenscrafters Employee, I despise the company and their lack of customer service. Things I have first hand knowledge of.

As to the Gift Certificate. Gift Certificates and Gift Cards have become a widespread, profit generating tool in the retail industry. The certificate when purchased for a chain store, like Lenscrafters is indicated as a "sale" for the particular store, padding the bottom line for the store. Retailers count on the fact that a large percentage of gift certificates are never redeemed, or not fully redeemed.

Commonly:

1. Gift certificates are not refundable.
2. Gift certificates are not considered "cash" for the purposes of receiving change from a transaction. Many retailers will offer lower value certificates as corresponding change, but just as many do not, forcing a purchase in the entire amount.
3. Gift certificates/cards often have expiration dates and/or value loss provisions (a monthly fee decreasing the certificate/card value if unused).

Retailers reported 55 Billion in gift certicates/cards sold in 2004 with 10% going unused before the expiration date.

About a dozen states have enacted legislation to regulate the way a retailer handles gift cards/certificates.. You may want to inquire with your state representative to determine if Minnesota has done so.

You may also want to write a letter to corporate advising them of the incident and your displeasure with your treatment:

LensCrafters, Inc.
Attn: Customer Service
4000 Luxottica Place
Mason, OH 45040-8502
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