I was greeted and helped by Isaac during my visit. He provided such excellent service and patience, I did not feel rushed or an inconvenience. I went through so many frames to find ones that I liked, and throughout I was checked on to make sure I didn't have any questions, or to help me find frames that fit my style. He was very attentive and helpful, and I left very happy and satisfied with my visit that I had to leave my first review ever! read more

BE CAUTIOUS! I called the Birch location to see about getting glasses with an active prescription and requested a copy of my PD. I was told I could get some documentation with the PD but only for customers that purchased glasses. I came into the store, met with ISSAC and purchased 2 pairs of glasses totaling about 1k. AGAIN I asked about the PD info and was told I could get something with the measurements on it. But now I'm starting to notice the answers related to my request are becoming more ambiguous and are changing. But I think nothing of it. I leave with my receipt and I notice the PD measurement isn't there. I call and am told they can't give me a prescription with the PD but they'll provide me something with the measurement on it when I pick up my glasses. I put up the glasses, which are good. I ask about the PD measurement and now it became its HIPAA violation to provide me with my own personal information! And that I can't use the PD measurement outside of LensCrafters and I'd have to sign a waiver to get this info. DISGUSTING behavior. HOOK LINE AND SINKER! DECEPTIVE CONDUCT TO LURE IN BUSINESS. Being shady from the get go and to keep stringing me along was UNPROFESSIONAL AND UNETHICAL! Way to go LENSCRAFTERS AT BIRCH LOCATION. Youve lost a customer and pls believe I will be telling ALL of my family and friends not to visit your location! read more

I have been coming to this location for 5 years and I wouldn't change it for any other business. Isaac , Jackie and Destiny provided me great customer service recently. I am beyond happy to say that these three individuals went above and beyond to make my life easier. They are caring, concerned and receptive to my needs. I get my annual eye exam here at this specific location as well as my prescription glasses. I've know the manager, Isaac, for several years now because of this location. He never disappoints. He is fair, helpful, friendly and genuinely cares. He has accommodated me on various occasions. He for sure wants to assist and make every customers experience a solid one. Thank you Isaac for your continuous support and professionalism. Jackie and Destiny thank you for your guidance and time for getting me in and out of the store with no issues. I do want to note that Jackie helped me decide between a few prescription glasses that I wasn't sure about. She gave me her honest opinion on my new glasses and she advised me on different options I could add before I made my final purchase. I appreciate you and the impact you had on me. I walked away with a smile. I just want to make it known that these individuals stand out because nowadays people don't get noticed for the hard work they do and the connections they build to make an experience worthwhile. So for the amazing management, staff & Doctors here; I wanted to take the time and point out the great credit they deserve. It definitely is quality over quantity here. :) read more

Excellent customer service. Always come here for my eye exam and new glasses and always walk out happy with my visit. The location is always clean and organized with great staff working there throughout the years. read more

Spoke with shania and destiny to order contacts. They had terrible customer service. They kept putting me on hold without even telling me or cutting me off when I was speaking. I have had to call 4 times in the last two days. read more

This location was great!! It was my first time completing a vision exam as an adult and so happy I came in! The doctor was great and so was the entire staff ! Everyone was friendly , and I left with glasses for night driving! They also explained the insurance thoroughly! Abnel was great! read more

I came in for broken sunglasses, Alex and Allen fixed my problem within minutes, no wait. The first place I went to was unable to fix them., so I decided to come here. Fast, efficient service. read more

I been dreading the day I had my eye exam. I knew my vision has (unfortunately) gotten worse and I needed to get new glasses. My eye exam was with my provider so I did not take the exam here by the way. But I figure I should invest in something nice if I will be wearing it every once in a while. But the thing is -- I am terribly indecisive and was quite stressed out about picking a pair that suited me. I had no idea what frame would look good for my face. So I first came here to window shop and check my options. The associate (or maybe manager?) that greeted me on my first visit was great in answering some general questions, informing me of the deals they had, and just providing his input. When I went to my provider to get my new prescription, I got a quote for a pair of prescription glasses and noted that I would be spending about the same amount price-wise but with less options there. So I came back and had my family assist me in choosing a new pair of glasses and sunglasses. I was able to find a frame that I liked and an associate was so kind to assist me in looking for similar styles. She brought me an assortment of glasses to try and I am so grateful because it made all the difference! The pair I ultimately chose was from the ones she picked out. Thank you for making what would of been a quite stressful experience to a pleasant one. Its been a week and I am still pleased with my purchase. It makes me look good,and feels comfortable. I hope this pair of glasses and sunglasses last me a long time! I liked how at LensCrafter, you can try out the frames and they gave you a tray where you can place it for them to clean and sanitize afterwards. Especially with the pandemic, its reassuring they clean each pair before placing them back on display. If you go there earlier in the day, you may actually be able to get your new prescription glasses/sunglasses the same day (assuming they have your frame in stock). I got mine the next day which I still thought was fast. read more

I came in to pick out frames for my new glasses and was helped by Mario in picking them. He was very patient, friendly, and kind in helping me choose the right pair and fit for my face. He is very knowledgeable and has lots of experience talking with and helping others. read more

I want to say that these place is amazing ! I want to thank Ane and Angelique for assisting me what glasses fits my appearance. These 2 has a amazing personality and always giving positive vibe to their customers. Most importantly these 2 knows how to keep the customer happy with a amazing enthusiasm!! Thank you both for helping me today! read more

I've tried this place two years now... Don't go here. Save yourself the trouble and headache from lack of clear communication. Go to another retailer... You'll also save a boatload of money. If you have VSP, stay away, because they don't tell you the claims process (year 1) and how they will take care of the claim submission process or how they treat you like a bank. Then this time I should've just bent over as I walked in. I got the same glasses as theirs for 1/4 of the cost elsewhere. And you can forget about a text, email, or phone call to tell you your stuff is ready... That's a pipe dream. Ohh, don't forget the bogus eyewear protection plan that probably is WAY more headache than the cost of it, especially when they don't tell you. read more

Called prior to pick up contact lenses. Store hours from 0900-1900, arrived @ 1848, parked the car and staff already left Lenscrafter. Called the number again hoping someone still inside the store but only greeted by an answering machine. Bad customer service and false advertisement of hours of operation. read more

I have been going to Lens Crafters in Plaza Bonita for years with no issues. The Otay Ranch location was a huge disappointment. I put new lenses in my RayBan frames and since day one I had issues with glares that streak all through the right lens. When coming in to have this fixed I was brushed off by the lens tech in the front... telling me there was nothing else that could be done (because I had the anti glare) and that I would have to live with it. Talking in circles, giving me ridiculous explanations and suggested I wear my sun glasses at night instead! After 2 more phone calls because I couldn't just "live with it" the manager told me to come back to have them inspected and see what can be done. During this "inspection" the staff was rude and made me feel uncomfortable. They didn't believe what I was telling them but finally after speaking with the Store Manager and the Lab Manager they changed the lens free of charge... even though I could tell they weren't happy about it. Needless to say I will not be going back. read more

If you want horrible customer service come to this location!! Had an appointment scheduled for 3:30 PM today and i got a call from Angela to confirm my appointment at 12:45 ? When i told her i had a confirmation email with the date and time of my appointment she said she would ask the doctor "if they could squeeze me in at 3:30" im active duty in the military and its hard for me to get time off for an appointment so this was horrible customer service. I love lens crafters but i will never be coming to this location again. read more

It all starts great with a smile and friendly face to greet you but as soon as you choose your frames and lenses you're just a transaction to them. I came here to get new frames and glasses. At first the sales associate was warm and friendly. she brought me a tray to pick the frames I liked. I chose the pair I was comfortable with and she ordered them. One problem, I wasn't measured for them. I was told I would get a call when there were ready and it would only be about a half hour. Luckily this location is in a shopping center so I went to browse in some stores. After over an hour later, still no class so I went in for an update. I was told that they didn't even have my name on file. After they sorted it out I was finally able to get my glasses but there were falling off my face. Way to measure guys. The sales associate that I had originally worked with completely ignored me and wouldn't even look at me. I spent over $500! This is the last time I will be shopping for glasses. There are way more options online and since I basically helped myself, I won't have to deal with their lack of customer service. read more

This is my second review of this location - to again say how wonderful the customer service is here, and the management. Our insurance requires us to go elsewhere, now, for exams and frames/lenses, but we are grateful for the attention we received at this location. read more

Came in to get my loose eyeglasses adjusted and buy a set of sunglasses, but no one acknowledged me or at least had the decency to let me know about the wait time. I was instructed to wait outside since they have reached their max capacity in the store. After waiting 15 minutes outside, I was instructed to sit and wait, so I did. After waiting and noticed how most staff have left 20 minutes later ( I believe they went on their lunch break), I decided to leave. I usually come here and everyone is very helpful and friendly, but their customer service for that day was not at its best. I wish someone would've let me know about the wait time, I could've comeback at another time instead of waiting. read more

Went in for a frame adjustment on my prescription Giorgio Armani glasses and my ferragamo sunglasses. I was asked to leave them overnight. I said no and I was told to return in about an hour. I returned to find both glasses. needed more adjustment, which they did. The prescription glasses however were ruined. It had a horrible glare and some cracking do to over heating. Which I discovered at home. I didn't notice in store as I was wearing contacts. I returned to speak to Alex (assistant manager) with her rude attitude. She said I would be given 50% off new lenses but I would have to pay. WTF. Next day I spoke to Issac (store manager) who began to insinuate, I had taken ruined glasses and Alex offered more than she should had. He stated they would never ruin lenses as the lens is removed prior to adjustment. False. The glasses were so hot I had to wait to try them on. They would not give me a contact for corporate either. After doing research, I contacted corporate. They took about 2 weeks to respond to say they cannot override the stores decision and that if I returned to the store, security would be called because I cursed at Issac. Do not waste your time or money. read more

Myra provided excellent customer service. She was courteous and patient. She was able to answer all my questions clearly. Highly recommend Lens Crafters in Otay Ranch mall. read more

i went in a couple days ago to get a brand new pair of glasses and evan was quick to help me out . he took the time to explain all the different types of styles and try to help me figure out which one i liked more . he was also very helpful in figuring out if my insurance would cover the cost or not . read more

careful they try to add unnecessary things to glasses to $ you more. inform yourself sometimes your eye doc writes recommendations. they are uneducated on what each added item does they tell you you need it bcuz of your prescription but what is needed is what your doc recomends. they will not help you order online even when items are sometimes cheaper online with your insurance. they are "separate stores" but they dont even help you get measurements. careful. they lost my service i ended going to otay ranch eyeworks and got my tom ford. they have higher end frames with amazing customer service who have knowledge of their products. read more

Horrible customer service, especially with the ongoing COVID. There was no no one inside and they had us waiting outside for more than 20 minutes. When wanting to call for assistance to at least ask a simple question we were ignored. Alexis is a horrible and quite frankly rude worker. Would not recommend her unless you want to be ignored. read more

Ava !!! Is a rude manager horrible location do not recommend, i have gone to plaza bonita before and i figured it would be easier to go to this location bc it was closer to home. I asked to see a brand of glasses and got judged apparently to ava i dont have money. Horrible location read more

Absolutely terrible service here! Made an appointment and was informed over the phone that my eye exam was covered through my insurance. Went in for the visit today durning my exam not once was I told that my insurance was denied they waited until after my eye exam was done to tell me. I paid and left but unfortunately I will not be returning had I known I was responsible to pay full I would've taken my business where my insurance covered at least a portion! read more

This why I choose them over eyeworks because they have the best service! They offered to give me a trial pair while waiting for my order as I misplaced my whole year's supply while moving. I was with eyeworks for over 4 yrs and they could not do that for me I mean their receptionist could not even look up to acknowledge me as walk in the store!!! Anyways, thank you lenscrafters for being so awesome! read more

Went to LensCrafters for the first time yesterday. I walked in and the ladies working there were very welcoming and warming. The store was very "user" friendly and nice looking. Robin (GM) helped me out. She had a very cheerful personality, very knowledgable and took the time to answer any questions I had. My overall experience was great and I felt at home. Highly recommended and I will be coming here in the near future. read more

I just went this past weekend to take my dad for a new pair of glasses. My dad already has a prescription so all we needed was the lenses and frame. The guy that help us out was great, unfortunately I can't remember his name, but he was great. He didn't try to push a frame that my dad didn't want, he even try to find something at a better price and he did. He did all the measuring to get the lenses at a correct place and explained everything (something that my dad says they didn't do at the Bonita one). Everything was very smooth and friendly. I even found a pair I liked, so I will be returning I hope this guy is working that day :) read more

Nice people. Unfortunately they couldn't not fix my glasses and damaged them. Would not recommend repairs from this location.

Good selection but damn are they trying to up sell. With no prescription to go off of, employee went straight to high index lenses. What about polycarbonate lenses, oh no he needs high index. No thank you. Go see Daniel at LensCrafters in UTC for better service. read more

Same experience as many others. My husband and I walked in to look for glasses, as I have an appointment in a few days and my husband already has a new prescription. First employee was friendly and asked that any glasses we touched be put into a box that they gave us. A 2nd employee walked up to us a minute later and told us, in no uncertain terms, that we could not shop in "his store" unless we had a current prescription on file with his store. I looked to see if there was any signage to confirm this policy and there was not. As I had no desire to give this man my prescription information when I had only just began to look at glasses, we chose to walk out. We will purchase glasses elsewhere. read more

I love this Lenscrafters. Superb customer service!

Exceptional service with every single person I encountered. I walked in for my eye appointment, the first one I've had in my adult life. I was immediately greeted and shown where to wait. The assistant who did the first part of the exam was awesome, she was sweet and explained every machine and what it did. After I waited for the doctor. She was just as amazing and explained everything to me as well. Once we were done she handed me off to a young man who helped me pick my frames and get them ordered. He was personable, kind, and efficient. Told me they'd be ready the next day. He saw I was in my uniform and let me know they closed at 7pm but if I got there a little later from work he was closing and would be sure to assist me. Come on! Awesome. The next day I get there well before closing and a gentleman who was there the day before but didn't help me instantly greeted me and said "hey welcome back you're here for your glasses right?" He immediately helped me, the guy from the day before was assisting someone else. He still turns around and ask me how work was! I left with all of them saying goodbye! Truly one of the greatest customer service experiences I have had. This is such an awesome team and group of people. Give them all a raise or something! Thank you all for your kind treatment! read more

I went in to get my glasses adjusted. Even though there was a line, Alexis came out to make sure I was acknowledged and took care of me pronto. Everytime I go in there she always has a pleasant disposition and is very helpful. I appreciate you Alexis, my glasses fit perfectly. read more

This staff here are fantastic. Alexis is incredible and knowledgeable about the products and the proper fit for glasses. Everyone is always friendly and welcoming. read more

i have received the worst service at this location i would never recommend anyone to ever shop at this location. they fraudulent charged my insurance company and never owned up to it. supervisor promised to order my daughters glasses and manager decided to not honor what supervisor authorized therefore do not ever do business here. they are rude, irresponsible, unethical people who do not know their jobs. i have contacted legal advice bec companies such as this dont honor their service or word. pls dont ever shop here. contacting bbb! read more

I have an prescription for glasses somewhere else. I called to see if I can try on some glasses and they said i could come by and check them out. When I got there today, they said I need a prescription and a physical exam with them in order to come in the store. Very very inacurrate policies. read more

Someone from LensCrafters was supposed to follow up with me but they never did. I followed their instructions and answered some questions but I guess they don't need my business. read more

Major props to the entire team at this LensCrafters location! I scheduled a vision appointment online and showed up a few minutes early to fill out the paperwork. My prescription did change in the four years since I was last there, so I needed/wanted new glasses. Hilary who works the front counter did the initial consultation and exam, and Dr. Joanne Rentmeester did the rest. The doctor was very helpful and friendly, answering all my questions about anything. The instruments and machines they use are very state of the art. I was not expecting a complete 3D image of the inside of my eyeballs! That was pretty cool to see. Afterwards I was selecting some frames, Hilary was helpful and engaging, offering advice and options. I chose a style vastly different than what I was used to wearing but figured it wouldn't hurt to try something new. Hilary also worked with me to find the right combination of promotions and discounts (the AAA discount is a hefty chunk!) that saved me the most money. Less than an hour later, Hilary called me right after I was emailed to say that they were ready for pickup, so I walked back from the Apple Store to get them. They initially fit great and I understand it would take a few days to get used to the new prescription, but after a day I realized just how used to semi-rimless frames I got. I went back to the store the next day and again worked with Hilary, she was very understanding and promptly processed the exchange. I went with the exact same frames I had for years. Why change with what works for me! An hour later they contact me to let me know they were ready and I swung by the store to pick them up. It feels great to have new glasses, even if they are identical to the ones I had for so long. Needless to say I don't plan on skipping my annual eye exam, especially with everyone here being so friendly and helpful! Thanks again to Dr. Rentmeester and Hilary! read more

Second time there. 2019 had issues with a Costco Rx, they couldn't get it right even after a second exam, so went to LensCrafters at Birch St. location, new Rx allowed me to see much better. 2021, similar events, got a bad Rx at another LensCrafters which was still wrong after 2nd exam and even a 3rd visit, distance was blurry, left eye spasms, etc., so I went to Birch St. location, again got a good Rx, sight greatly improved. Very pleasant staff. read more

The Mid Rivers Store is AMAZING! Fabian and his other co worker he worked with upfront were beyond AMAZING. Our eye exam's were the best exam's my husband and I both have ever received. The Dr was very thorough, and kind. The Manager there was AWESOME as well. My husband and I were so grateful to all of them. read more