• Report: #4046

Complaint Review: Lenscrafters

Thank You

Read how Ripoff Report saves consumers millions.

  • Submitted: Sun, December 17, 2000
  • Updated: Tue, September 10, 2002

  • Reported By:Tempe Arizona
Lenscrafters
1601 W. Verdugo Avenue Burbank, California U.S.A.

Lenscrafters poor customer service *REBUTTAL no apologies *REBUTTAL employee

*UPDATE Employee: Lenscrafters: commited to excellence!

*UPDATE Employee: Lenscrafters: commited to excellence!

*UPDATE Employee: Lenscrafters: commited to excellence!

*UPDATE Employee: Frame Stylist

*UPDATE Employee: LC Lab Tech has something to say

*Consumer Comment: Agree that Lenscrafters in Inconsisent

*UPDATE Employee: Retail Manager Tolls Differences ..Retail Manager of a Lenscrafters store in Ohio

*UPDATE Employee: Lenscrafters has a few bad eggs, but the majority are great

*0: As an employee I know that there are sereral stores in my area that do not offer Lenscrafter's High Standard doe customer service.

*0: It is our job as consumers to educate

*0: I think the person who started this thread is doing the right thing

*0: It sounds like we have a few complainers that don't know how to direct their issues to receive positive results.

*0:

What's this?
What's this?
What's this?
Is this
Ripoff Report
About you?
Ripoff Report
A business' first
line of defense
on the Internet.
If your business is
willing to make a
commitment to
customer satisfaction
Click here now..

Does your business have a bad reputation?
Fix it the right way.
Corporate Advocacy Program™

SEO Reputation Management at its best!

I purchased a pair of glasses from Lenscrafters. With the exception of the person who filled-out my request, everyone provided poor customer service (ie, no smile, unfriendly tone, facing away from customer, ignoring customer).

I was not instructed what to do beyond "Go over there" commands. I was left standing while waiting to pick-up my glasses, rather than offered a seat. All but one of the agents who present the finished glasses (he was with a customer) left the area without offering to assist me (it was 10 min before closing).

I complained to the company via email. Several days later, I received a call from a manager at the location I visited left a message on my voicemail. I would've returned the call, but it was simply more of their poor customer service: "This is (manager name) with Lenscrafters in Burbank...please give me a call at (phone number)."

No apologies, no reason for calling, not even a friendly tone in her voice. (Who knows? Maybe she was calling to chew me out for complaining!) It was a very demeaning experience and one that I will never forget.

Several months later, I went back with a friend who wanted to buy glasses (he didn't believe me). Nothing had changed. Two of their sales associates were laughing and talking to each other. When they noticed, one looked over her shoulder and said to him, "Can I help you with something?" in the same manner as when I had visited before! When he said, "I'm not sure just yet..." they went back to their conversation. At least the sales people like each other's company.

This report was posted on Ripoff Report on 12/17/2000 12:00 AM and is a permanent record located here: http://www.ripoffreport.com/r/Lenscrafters/Burbank-California-91506/Lenscrafters-poor-customer-service-REBUTTAL-no-apologies-REBUTTAL-employee-4046. 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.

Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report.

Click Here to read other Ripoff Reports on Lenscrafters

Search for additional reports

If you would like to see more Rip-off Reports on this company/individual, search here:

Search Tips
Report & Rebuttal
Respond to this report!
What's this?
Also a victim?
What's this?
Repair Your Reputation!
What's this?
REBUTTALS & REPLIES:
0Author 13Consumer 0Employee/Owner
Updates & Rebuttals

#1 UPDATE Employee

Lenscrafters: commited to excellence!

AUTHOR: Amberly - ()

I am a retail manager at Lenscrafters in Paducah, Kentucky. In our region, we strive for service excellence which means we give 110% customer service in hopes that we will continue to be the #1 optical retailer in the country. A few "bad apples" does not mean all associates at Lenscrafters are rude and unacceptable.

In Kentucky, we strive to exceed in service excellence, and the customers who come back year after year prove to us that we meet our goals in customer satisfaction. Lenscrafters is absolutley the best company (in my opinion) to be a part of.....of course, I am partial.....
Respond to this report!
What's this?

#2 UPDATE Employee

Lenscrafters: commited to excellence!

AUTHOR: Amberly - ()

I am a retail manager at Lenscrafters in Paducah, Kentucky. In our region, we strive for service excellence which means we give 110% customer service in hopes that we will continue to be the #1 optical retailer in the country. A few "bad apples" does not mean all associates at Lenscrafters are rude and unacceptable.

In Kentucky, we strive to exceed in service excellence, and the customers who come back year after year prove to us that we meet our goals in customer satisfaction. Lenscrafters is absolutley the best company (in my opinion) to be a part of.....of course, I am partial.....
Respond to this report!
What's this?

#3 UPDATE Employee

Lenscrafters: commited to excellence!

AUTHOR: Amberly - ()

I am a retail manager at Lenscrafters in Paducah, Kentucky. In our region, we strive for service excellence which means we give 110% customer service in hopes that we will continue to be the #1 optical retailer in the country. A few "bad apples" does not mean all associates at Lenscrafters are rude and unacceptable.

In Kentucky, we strive to exceed in service excellence, and the customers who come back year after year prove to us that we meet our goals in customer satisfaction. Lenscrafters is absolutley the best company (in my opinion) to be a part of.....of course, I am partial.....
Respond to this report!
What's this?

#4 UPDATE Employee

Frame Stylist

AUTHOR: carol - ()

I just want to comment on this...I am one of the
associates on the floor that "you" would come
across when you walk in a Lenscrafters store.

I must brag about this company and tell all that
I've been in the optical business for over 14 years and with Lenscrafters for 5 of them. I
have worked for a number of different types of
Optical chains and private practices, and other
1 hour chains as well. When I first came aboard
with Lenscrafters after leaving a high dollar,
up scale private pactice in Dunwoody, Ga. I too
was thinking maybe this is not boing to be a good
move as far as my optical carrer.

My first impression of this company was all GOOD!
Lenscrafters is the best optical company in the
world! HANDS DOWN! The optical training they
provide their associates with is more than the
public knows. They go beyond excellent! The
company benefits, PTO, Holidays, training, promotions, and they WANT their associates to
achieve their personal best! They promote all
positive NO negitive! The management teams that
I have worked with as I have transfered have been
nothing more than TOP SCALE! I love working for
Lenscrafters! I will never leave this company.

Don't take the company down. It was those associates only. They should be let go.

Let me also tell you that this company is a blessing for the needing. We do so many good
things for the children, adults, and even other
countries with the "Gift of sight" program.
It is an honor to be apart of this company. If
only you could appreciate this company the way it
truely should be respected.

Open your eyes...what a gift we have here at our
finger tips!

Thank-you Lenscrafters!
Respond to this report!
What's this?

#5 UPDATE Employee

LC Lab Tech has something to say

AUTHOR: Shane - ()

As a lab tech at a Lenscrafters store in Omaha, NE, I know first hand about customer service. I am behind the scenes in the lab making your glasses (in about an hour). People come to us for our one hour service and selection, they come back because of our service.

What many people don't know about this company is that customer satisfaction dictates lab bonuses, retail spiffs, and ultimately pay.

Even though I am not selling you glasses, your satisfaction affects my income. Why would anybody in my position want you leave angry? As a team, we all strive to provide the best possible service, and my store's team has gotten the results to prove it.

In fact, just last year, the city of Omaha voted our Lenscrafters store "Best of Omaha" in an annual survey. Therefore, not every Lenscrafters store is trying make you irate, some of us try to no end to please that unpleasable customer.
Respond to this report!
What's this?

#6 Consumer Comment

Agree that Lenscrafters in Inconsisent

AUTHOR: Greg - ()

After a recent experience at 2 Atlanta area Lens Crafters stores (Perimeter and Gwinnett) I have to agree that the quality was lacking and inconsistent.

1-At the Perimeter store the wait was unacceptable; glasses in about an hour but about an hour to get to speak with an associate!
2-The Featherweights plus came back to me the next day with bubbles in the scratch coating and it flaking off. I went to the Gwinnett store and they were surprised at how poor the quality was and that the glasses were allowed to go out the door.
3-Gwinnett made it right. But at a cost. Of time.
The value proposition at LC is quality at a low cost of time. I was shocked as I watched 3 associates doing non-revenue generating activities (the most reprehinsable-an assc. who found counting the money in the register more important than serving the next customer and making him wait 25 minutes until she finished) I believe after all the trips I made I would have been better off ordering them and waiting a week for them.

Overall I believe that it is our job as consumers to educate companies with our dollars. It is the only vote we have that seems to matter.
Respond to this report!
What's this?

#7 UPDATE Employee

Retail Manager Tolls Differences ..Retail Manager of a Lenscrafters store in Ohio

AUTHOR: Kristy - ()

I am a Retail Manager of a Lenscrafters store in Ohio and I can tell you first hand that EVERY store is different. The company "Lenscrafters" is a great company that takes care of us very well, it is we employees that don't appreciate the company. If we really loved our jobs, like I do, we would let each and every customer know it. Each customer that comes in my door, whether to browse around to find a new look, or ask a question about a competitor, or complain about the eyewear we have already made, I don't care why you are there, you are #1 and the most important person alive. I must teach my associates the same thing.

I believe the difference between stores is the management. You have differences in managers like you have differences in people; you can't cut each one of us out of a mold. Each manager is required to train and be an example of the best you can be. I know that as a manager I can't be all places at all times, but if I can't be there I better have someone on the retail floor that is just as concerned as I am about the customer.

I'm sorry you had the experience you did at that Lenscrafters. It's a shame that the upper management looks over that behavior. After all if all my customers felt that way my store would never grow at all.

Maybe a better course of action would be to tell someone who actually cares about your experience. I would love to know what happened if you called the Regional manager and let them know that you had visited the same location twice and received the same unacceptable service. Talk to someone who can actually take a look at the store and its employees and make changes.

I believe that Lenscrafters is the best optical available. We run the store with integrity and pride, but again that is my store. I believe that there are many Lenscrafters out there that care about you and their other clients. Just because you walked in to a bad store doesn't mean that all stores will deliver the same lack of service.
Respond to this report!
What's this?

#8 UPDATE Employee

Lenscrafters has a few bad eggs, but the majority are great

AUTHOR: Jane - ()

Lenscrafters actually has core values and wants to promote customer service. The customer has a right to be treated fairly and politely. In my lenscrafter store, we have fun and our customers promptly and enthusastically with in seconds of entering the store. We love what we do and it shows. Lenscrafters has a customer service hotline that you may call to report such issues. Managers who are not doing their jobs, will lose them. The only way to make it better is to report the behavior. I myself recieve constant feedback on how great my custotmer sevice is, but some people have no passion in their work. Sorry for your bad experience.
Respond to this report!
What's this?

#9 0

As an employee I know that there are sereral stores in my area that do not offer Lenscrafter's High Standard doe customer service.

AUTHOR: - ()

They filed the following rebuttal to the above Rip-Off Report:

Their email: ChrstKnight@aol.com

Their relationship to the company: Devotee

Rebuttal:
Not all stores are like the ones that these customers have had the disprivledge of visiting. As an employee I know that there are sereral stores in my area that do not offer Lenscrafter's High Standard doe customer service. I know that at our store we offer, not just Lenscrafter's standard but we offer service that blows every competotor in town off the page. If you want good service you have to go where the reptuation is. All I can tell thses people is to ask who the best is then go with that. If store ??? isn't worth vistitng try store ???.
Respond to this report!
What's this?

#10 0

It is our job as consumers to educate

AUTHOR: - ()

They filed the following rebuttal to the above Rip-Off Report:



Their email: mydogjunior@juno.com

Their name: peter



Their relationship to the company: Consumer Suggestion



Rebuttal:

In your rebuttal, you stated that it starts with the consumer. Should the contact start with the assocates? Say hello as customers walk into the store. In addition, as customers walk in may the associate could ask "how may I assist you today." If you think about all this, it starts with your associates. What if your associates showed more concern. I too did not like your service at two stores I visited. I was looking for some frames

for my wife and the comment I was told that "it is over there." The assocate could have helped me but decided to continue with what she was doing. Store assocates should think about revenue and how does one attains it. If customers are not satisfied with the service then why should we be satisfied with the product and reward this disappointing service with the purchase of the product.



Your comment of "you have to go into any situation with positive energy in order to get it back." I believe going into a situation with a positive attitude will more than like achieve a more than satisfactory experience.



Your comment of "We are all human and allowed to make mistakes. It is ok for associates of a corporation to make a mistake. It is our job as consumers to educate them on what we expect and also for us to behave in that same manner to them no matter what." I disagree. Accepting the unacceptable service as oh well, then your customer service should be reconsidered and improved. Going to your store reminds me of shopping at

Home Depot. Everytime I walk in there and ask for assistance, they always say "it is at the end of the aisle" or I will get "it is (how many rows) rows over." Getting repeat customers will improve your business as well as business from word of mouth.
Respond to this report!
What's this?

#11 0

I think the person who started this thread is doing the right thing

AUTHOR: - ()

They filed the following rebuttal to the above Rip-Off Report:



Their email: juker@netcom.ca

Their name: Ben Juker



Their relationship to the company: Consumer Suggestion



Rebuttal:

John Doe:



"Our job as consumers to educate businesses"??? You are far more

optomistic and energetic than most consumers. Since there are probably at a half dozen competitors in that town, I would suggest Lenscrafters needs to be the one to look at these issues in order to survive. If I took it upon myself to spend time trying to educate every business with poor customer service, I wouldn't have enough time to sleep. I think the person

who started this thread is doing the right thing: warn other consumers that they can expect poor service from this business. After all, this business had not one, but two chances to do right by this consumer. Far better now to warn others and let the business learn a lesson in competition and customer service.
Respond to this report!
What's this?

#12 0

It sounds like we have a few complainers that don't know how to direct their issues to receive positive results.

AUTHOR: - ()

They filed the following rebuttal to the above Rip-Off Report:



Their email: Makechange@msn.com

Their name: John Doe



Their relationship to the company: Consumer Suggestion



Rebuttal:

Wow, a corporation with only two complaints and over a 1,000 stores in the US and Canada and most likely over a million customers. It sounds like we have a few complainers that don't know how to direct their issues to receive positive results.

Do you know what the biggest room in the universe is? The room for improvement! Improvement has to start with the consumer. Constructive Feedback to their customer service Dept would have given you results. Or were you really interested in results? Maybe the world should be required to see the movie "Pay it Forward". Hostile words to the public about your

experiences won't resolve the issue or educate others or make a positive difference. You get more with honest sugar than spiteful vinegar. Stop taking things so personally. You have to go into any situation with positive energy in order to get it back. We are all human and allowed to make mistakes. We wouldn't need to be on this planet if we weren't. It

is ok for associates of a corporation to make a mistake. It is our job as consumers to educate them on what we expect and also for us to behave in that same manner to them no matter what.
Respond to this report!
What's this?

#13 0

AUTHOR: - ()



Respond to this report!
What's this?
Report & Rebuttal
Respond to this report!
What's this?
Also a victim?
What's this?
Repair Your Reputation!
What's this?

Advertisers above have met our
strict standards for business conduct.



Ripoff Report Legal Directory