• Report: #1058946

Complaint Review: LensCrafters

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  • Submitted: Thu, June 13, 2013
  • Updated: Thu, June 13, 2013

  • Reported By: Susan — British Columbia
LensCrafters
Gilford Mall, Surrey, BC Surrey, British Columbia Canada

LensCrafters Damaged glasses, couldn't repair or replace, refused to refund under extended warranty Surrey BC

*Author of original report: Problem Solved

*Author of original report: Problem remains outstanding

*UPDATE Employee: LensCrafters

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Paid almost $600 for frames & lenses in October at Surrey Gilford LensCrafters.  Within 2 weeks the frames were loose/angled, because a side arm screw was loose.  Took them in for repairs.  The guy (obviously not trained) glued the screw in (which you're never supposed to do).  By the end of May the screw had broken in half, and the temple (side arm) fell off.  1/2 the screw was still in the screw hole, stuck (glued).  Took them back to Gilford LensCrafters, who said they couldn't be repaired there because that store didn't have a machine to drill the screw out.  I'd have to travel to Richmond.  But they also said if the screw was drilled out/removed, it would mean likelihood of a future problem, because the new screw wouldn't be properly situated in the now drilled-out hole.  Best I should just get a replacement.  But… even though I'd paid for the one-year extended warranty deal, they charged me a $25 co-pay to order a replacement pair.  (I was never told about that at the time I purchased the warranty.) 

Then the phone call came… sorry, that frame is no longer available.  I had to go back to Gilford, search for a new frame, and couldn't find a single frame at all similar, or even close to the ones I had (which I had shopped hard to find). The store's website also didn't work, I couldn't look at a catalog of possible choices not in the store.  Given that they had essentially caused the damage with the glue-job and now couldn't fix or replace the glasses, I asked for a refund.  I was told no, sorry, we can't refund after 3 months… never mind you bought the 1 year extended warranty and we glued the screw and now can't fix it.  Too bad for you.  Manager was adamant.  So I very reluctantly accepted a frame I hated less than all the others, and said go ahead with the replacement.   Then they had the gall to try and charge me ANOTHER $25 co-pay, saying you have to pay that fee each time you come into the store to deal with a problem like this.  I blew my cool, and the manager agreed to waive the fee.   What a ripoff operation Gilford LensCrafters is.  I'll never shop at a LensCrafters again, and will tell everyone I know not to buy there. 


This report was posted on Ripoff Report on 06/13/2013 02:54 PM and is a permanent record located here: http://www.ripoffreport.com/r/LensCrafters/Surrey-British-Columbia-V3V6W6/LensCrafters-Damaged-glasses-couldnt-repair-or-replace-refused-to-refund-under-extend-1058946. 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:
2Author 1Consumer 0Employee/Owner
Updates & Rebuttals

#1 Author of original report

Problem Solved

AUTHOR: Susan - ()

After intervention via Jamie at iCare@LensCrafters, who contacted me as a result of my posting here on RipoffReport.com, the local LensCrafters store did the right thing and gave me a refund.  Throughout the process, the staff person who dealt with most of the problem, Mr. Kishore, was great.  He kept his cool, he remained friendly and helpful... no attitude, even when I was angry.  The store manager, Sam, was the opposite.  He was unfriendly and impersonal from start to finish, including the final visit today when the refund was processed.  I suggest you make Mr. Kishore the manager, and put Sam in the warehouse.  Your customers will be better served.

I'd also suggest that you review your customer complaint process at LensCrafters.  Obviously, there was an option the Manager could have pursued to get a go-ahead to refund me.  He could have called TPTB, instead of Jamie doing it, via RipoffReport.  You could have maintained customer goodwill instead of losing it.  When a customer has to post on the Net, and threathen small claims court to get a problem solved -- and then it's solved -- it means a step was missed along the way.  That intervention should have happened on the spot, in the store, with a call to head office (or whatever).

Nonetheless, thanks for resolving the problem.

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#2 Author of original report

Problem remains outstanding

AUTHOR: Susan - ()

Following a few emails from Jamie in iCare@LensCrafters, Sam the manager at the Guilford Surrey store wasted my time with a phone call this morning to tell me  - again - that LensCrafters will not deal with the problem. 

Under extended warranty, they can't repair, can't replace, and won't refund. 

I'm now considering filing a claim in small claims court.

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#3 UPDATE Employee

LensCrafters

AUTHOR: LensCrafters Customer Care - ()

Hello, thanks for sharing your experience and I apologize you are unhappy.  Please email Icare@LensCrafters.com with your name and contact information if I can help.  You may also contact us directly at 1 877 753 6727 (option 6).  -Jamie, LensCrafters Customer Care

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