• Report: #174033

Complaint Review: Lenscrafters

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  • Submitted: Tue, January 31, 2006
  • Updated: Wed, April 12, 2006

  • Reported By:Smithfield Rhode Island
70 Providence Place, Providence, RI 02903 Providence, Rhode Island U.S.A.
  • Phone: 401-243-0680
  • Web:
  • Category: Eye Care

Lenscrafters ripoff Providence Rhode Island


*UPDATE EX-employee responds: No matter what license you have, a crap frame is a crap frame.

*UPDATE Employee: I apologize to you

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Learn from my bad experience with Lenscrafters

In May, I ordered a pair of Chanel glasses from Lenscrafters. I told them I had broken my current pair and was wearing one from 2 prescriptions ago. I asked them if they could put a rush on them and they said they couldn't because they didn't make the glasses there but it would only be 2 weeks. Five weeks later I picked up my new glasses. Within a few days they were loose and had to be tightened. No problem, except they had to be tightened every few days. After a month of this I was upset and they gave me a new pair.

Next, I was sent a questionnaire to fill out and they would send me cloths to clean my glasses with if I mailed it back to them. So I filled it out. I did have a complaint however. I said that if they sold glasses that needed to be tightened every few days they should also sell the tool to do it so it wouldn't be so inconvenient. Needless to say, I never received the cleaning cloths.

It gets better. I picked up my new glasses in July. I failed to mention that they were close to $600. In the beginning of January they were loose again so I took them to be tightened. Two days later, when I went to put them on in the morning they came apart in my hand. I took them back to the store in Providence Place Mall. I was told but the salesgirl that she was pretty sure they could be repaired. I asked if they couldn't what would happen. She told me that since it wasn't my fault (this second pair was 6 months old) that if they could get the frame there would be no charge. Fine. I was happy. For a day! I next got a call saying they couldn't be fixed but they did locate a pair.

However, they weren't the color I had but gold. I don't wear gold. And I wasn't going to get the wrong color for free but I had to pay half. I was upset and told the sales associate that I was told there would be no charge. She said she would get the glasses in the store from another store and we would go from there. A few days later the manager called and told me I would have to pay half. And not only would I have to pay half, they wouldn't even start on them until I went into the store and paid them. I have to admit that put me over the edge. I have to go into a store that promised me to replace a defective product free and now had to pay half in a color I didn't want and had to pay now. I work in Massachusetts and had to go to Providence to pay. Agh!

So I contacted corporate and talked to someone there. The bottom line is, the most they will do for me is that I have to pay 25% to get new glasses made to replace defective ones in a color I don't want to wear. Well, my husband and I both agree that we would rather give a company with integrity $600 for a new pair than give Lenscrafters another dime. That's why I am emailing this letter to any email address I can find. And I do admit, that if I replied to all in a lot of the emails I get, that soon there will be thousands of these letters out there to warn other unsuspecting people to deal with reputable companies. I wonder what the Chanel company would think about their name being out there too. I might find out!

Smithfield, Rhode Island

This report was posted on Ripoff Report on 01/31/2006 06:17 AM and is a permanent record located here: http://www.ripoffreport.com/r/Lenscrafters/Providence-Rhode-Island-02903/Lenscrafters-ripoff-Providence-Rhode-Island-174033. 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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#1 UPDATE Employee


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

He said it all and I agree
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#2 UPDATE EX-employee responds

No matter what license you have, a crap frame is a crap frame.

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

Just a word of warning to consumers. Here's a bit of advice, from a professional optician, on what to look for in a frame. If it has thick temples...stay away, they generally can't be adjusted without putting undue stress on the rest of the frame, thus ruining it. I've seen the Chanel line and usually it features thick temples to accommodate the large logo that they want you to show off.

If you're buying a drillmount, or rimless frame, make sure the lenses arent held in by nuts and bolts, nuts, bolts and screws all suffer from the same problem, whether your frame cost $10 or $10,000. Temperature changes affect the threads. If it gets cold the thread shrinks and the screw or bolt will become slightly loose. When it warms up again, it expands and pushes the screw or bolt loose, to the point where it eventually falls off. On conventional frames this isn't that much of a problem, most dispensers will tell you to stop in every few months for cleaning and adjustment, and when you do they tighten the screws. On a drillmount however, you've got a whole lot of parts coming loose and putting stress on the other parts, thus they never stay tight. If you like the look of rimless try a brand like Silhouette, Marchon Airlock, or Kazuo Kawasaki, you won't find them at lenscrafters, and they may not feature a flashy designer name, but they're all titanium, very comfortable, and don't have any screws, nuts, or bolts to give you nightmares!

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#3 UPDATE Employee

I apologize to you

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

Let me first state that I apologize to you. I work for Lenscrafters and think you deserve that.

It sounds as though you purcahsed a pair of what we call DRILL MOUNTS or RIMLESS glasses. Ones that have no frame whatsoever except for the temples that go over the ear.

If this is in fact the style that you purchased the salesperson SHOULD have WARNED you that this may happen. It is a VERY COMMON occurrence. However, with Lenscrafters you will get nowhere, It is all about the money. I may be wrong but I assume that the person who sold the glasses to you had a nametag that stated FRAME STYLIST. Read the next paragraph to find out why.

In the state of Ohio. You must obtain a state license in order to repair or dispense glasses. Which, to me is one heck of a smart idea. I have that license. Well, be weary of when you walk into a Lenscrafters store. Look clearly at the NAMETAG of the person who is helping you. It must clearly state if the person is an APPRENTICE OPTICIAN (working towards a license), or a LICENSED OPTICIAN. However, if to your wandering eyes appears that you see none of those words on the nametag, but it says FRAME STYLIST, back away quickly. This is a person that has been hired in off of the streets to simply sell you, the unsuspecting consumer, the BEST pair of glasses that LENSCRAFTERS thinks you should have. In short they know very little about the eye or anything else regarding prescriptions. The basics, that's all. Just enough to sell you a pair or hopefully TWO pairs of glasses.

We that have a state held license can do nothing but sit and replace your nosepads, bend your frame back into shape, etc. While we do some sales. Lenscrafters has us around because each store MUST have a licensed optician on hand at all times while the store is open. The frame stylilsts are the ones, along with Lenscrafters, that are making the money.

If you want a real set of glasses, that will work for you and not just something that they want you to buy. SEE THE LICENSED OPTICIANS. We are the ones who spent the time and effort to learn our trade, and know what YOU NEED, not what they WANT YOU TO NEED.
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