I absolutely love LensCrafters! I was able to exchange a pair of glasses that weren't exactly as I hoped. They stand by their 30 day happiness guarantee. The staff is kind and professional. I was even able to ask for the frames that were in the store for people to try on because the ones that came weren't the same and I was told they may not be. Easy peasy switch to have the lenses put in the ones the store had! I have been using LensCrafters for years after trying a competitor that really messed up my order. I can count on getting exactly what I order at LensCrafters and they go above and beyond to make it right. They also don't mind if I stop in to get my glasses adjusted! read more

We popped in with a pair of glasses we bought elsewhere that my son had stepped on. They were pretty busted up. The team there was able to fix them within just a few minutes and save the day. Thank you! read more

Everyone that I've interacted with at this location is absolutely amazing. So sweet, thoughtful, and direct. A very comforting group of people especially for anyone who may get nervous during medical appointments. read more

Chad gives the BEST vision check - Rx for glasses! At Lenscrafter in West Towne Mall (Madison, WI), Chad took time to give my husband the best vision check for glasses that he's ever had. To give perspective, my husband has severe glaucoma and has received MULTIPLE vision checks over the last two decades. He recently had a corneal transplant and the ophthalmology clinic took about 3 minutes to check his vision and give a Rx for glasses - the problem was that the Rx wasn't right. My husband's vision was still blurry. Chad took TIME to really figure out what my husband needed in order to see the best he possibly could. Chad even took into account how thick and heavy the lens would be. Thanks, Chad! read more

I was on a motorcycle trip from North Carolina when the bridge pads one my glasses fell off. In a panic I found LensCrafters and thanks to the Wonderfull staff there they fixed my glasses and got me back on the road. They definitely go out of their way to help. If They offer service for a someone from out of town imagine what they will do for you. They are AMAZING! read more

I have a wedding coming up this week and it has been over a year since I last had a glasses adjusted. They have been slipping off my face for a while now and every other shop I went to couldn't adjust them or know what to do. Today, Kat was very wonderful to do a full glasses cleaning plus altered my glasses with some heat to stop them from falling off my face. I am very happy that I can now look down without having to worry about my glasses falling off, its like they are almost new. read more

They were the best! So welcoming and helpful!!! Would definitely recommend visiting this location

Oh my goodness. The service here is minimal. Typically, even with an appointment you'll wait for over half an hour.

They're always going to be busy, but the worker that helped me out my first visit was very nice. The second time, not so much. I don't think anyone ever has a quick visit to a LensCrafters though.. read more

If I could give zero stars I would ! The assistant manager was the nastiest lady we've come across . Her customer service was terrible and insulting . I DO NOT recommend this place at all. There's tons of other eye glass places In Madison with amazing customer service and treat you with respect. Avoid at all costs . read more

We were promised our glasses in two hours. It is close to two weeks and I came into to pick them up and they still can't tell me when they will be ready for pick up! Terrible service! read more

*Note! This review is only for coming in with glasses I ordered online to have them adjusted. I wear contacts at least 4 out of 7 days of the week on average so I like ordering cheap-o glasses online (zenni optical- check em out if you're in the same boat as me on contacts and glasses). They come unfitted to your face of course so I've gone into this LensCrafters to have all of those glasses adjusted. I've probably been in this location 6 times for this reason alone (for a new pair of glasses and getting old glasses re-fitted after they stretch out). Sometimes they're crazy busy, but I'm usually greeted within 30 seconds of walking in. After that, I'm usually helped with adjustments right away or taken care of within 3 minutes of walking in. I'm honest that I haven't bought my glasses from LensCrafters, but they've never turned me away. My dad even went with me on time, and my dad asked if they could just help clean his glasses. The guy helping me said no problem and went above and beyond by changing out the nose pads on my dad's glasses too. For not buying our glasses here, they were very kind. When they had a special going, I also bought some moist cleansing towelettes and a box of cotton wipes for the times when you spray your glasses clean and want to be legit by not drying them off with your t-shirt. Both of these products have worked well and have lasted a long time. read more

We had my daughter's prescription and patiently waited for one of the two people working to help us. We sat with the frames she picked out and watched the employees help customers that were just walking in the door. When I said something, the employee behind the counter ignored us and went into the lab. Thanks Lens Crafters!! I haven't felt ignored and unappreciated by a business in a while. read more

I'd like to pay the manager of the Madison Westside LensCrafters, Timothy Blair, a high complement for his great customer service and wonderful patience. He helped me greatly with two pairs of sunglasses and making sure everything was satisfactory to my needs. A very kind individual and I am very thankful for his help! read more

I had originally gone to Stanton Optical to get new glasses, and they said they would be ready within 14 business days. About 2 weeks later, they called to let me know that while they were putting one of the lenses in the frames, they had broken, and they couldn't get another pair so they wanted me to come in to pick out a new pair. I went in, chose a new pair, and left. About 3 weeks later, I called inquiring about when my glasses would be ready for pick up. I was then told that they had no record of my order, and that I should come in and pick out 2 new frames, AGAIN! Needless to say, I was not pleased, and I asked for a full refund. I then went to LensCrafters, and picked out 2 frames, and they were done THE SAME DAY. That is definitely customer service at its best. read more

Decent selection of frames, and the prices seemed to be on par with everywhere else. However, they are not upfront with the costs. After they swiped my credit card they told me that the glasses come with their 1 year protection plan, and made it sound like it was free. They never actually told me the cost or gave me a chance to decline this fee. I only found out they charged me extra after studying my receipt afterwards. The glasses were ready in an hour as promised, and the staff was friendly. read more

Thanks to Kimberly and Brandon for getting me the lenses I needed at a far lower cost than is typical in this industry.

I will write of my experience at this Lens Crafters and emphasize that I will NEVER set foot in this store again. I had an evening appointment and I had just finished a day at my job of office monkey. I had changed into a t-shirt because being in full office gear for 3 more hours was seriously going to chafe my morale. This meant I had minimal make up on, hair styled about 10 hours ago, and khaki pants. I was asked no more than 3 times if I was over 18 years old (uh I'm out of college). I ended up volunteering to have the receptionist examine my driver's license! Oddly everyone but the optometrist had some comment to make about my age or my appearance. (how effing rude, just look at my eyes and get me through the herd, yo) Next infraction... the REFUSAL to explain FEES upfront. I had asked how much the exam would be and I explain I am there for both glasses and contacts. AFTER I finish the exam -- I am curtly told that if I want contacts the fitting fee is an additional $80. (um I did want contacts and I did tell you that.) I ask them to reduce the fee and am told to call back in the morning. Third infraction... after bringing in my YEAR old glasses to get the lenses replaced, I am told that the frames are too "cracked" to receive new lenses. Funny how the next optometrist I went to didn't have that problem. Fourth infraction.. After getting quotes from 3 other eye care facilities, I end up calling the next morning to ask about receive a reduced fee for a contact fitting. I am told that the "fitting" they provide is superior service to all others in Madison and refuse to give me a reduced price, even after I explained that I was not fully informed of the fees. (and EVERYWHERE is is between $30-40 less) This Lenscrafters is an abomination to all others. The staff is way too rude considering they're trying to rip you off. read more

Typical mall place to buy glasses. I was greated right away....but after that. Just wait. There were only two employees and about 10 customers. Someone did come out of the lab to move things along. Not someplace I would visit for anything except safety glasses for work. read more

We no longer shop at Lenscrafters after finding much better prices and service at other eyeglass places. The reason we went there is because it is the first thing that pops into our mind because of their advertising. Contrary to the ads, our eyeglasses have always taken more than an hour there but that is no big deal to us. We really just want nice glasses for a good price The eye exams always went well there but getting the eyeglasses was always a different story. Our glasses with insurance always carried a personal cost to us of hundreds of dollars. Our service was usually weak due to them being understaffed. We bought glass from LC from the early 90s till about 2003. Then we went to Sears and got a really great deal on some very nice glasses. Better, more personal service too. Then a friend directed us to another eyeglass place over by Monona Drive and they were even cheaper for a great product. That is where we get all our glasses now. My last pair cost something like 40 dollars total! I remember the last time I stopped by LC to have a pair of glasses serviced. They failed to greet me for quite some time and when they did they said it would 45 minutes before they could help me. I just left and never went back. read more

We shall never return. The worst place I have ever been for glasses. I hate being lied to and this place just made me mad. I went for contacts. They told me the price was the same all over madison. They lied. They charged double what other places in town do. I won't be back. read more

My latest visit to the LensCrafters at West Towne Mall was a couple days ago when I asked them if they could order me a replacement temple for glasses I bought there a year and a half ago. They said they can't do that but I could try to do it myself online. I did try but had some trouble so I went to Pearl Vision and asked them to order it for me. Pearl Vision in Fitchburg was more than happy to order it for me, even though they don't even sell that brand. So why couldn't LensCrafters do that? Ugh. I hate this LensCrafters. I do shop at LensCrafters because they have such a huge selection. But I can't stand this one in the west towne mall. Several times I've bought glasses at a small boutique shop here in Madison because I would rather support a small business than LensCrafters but I keep coming back to LensCrafters because of their selection. So over the course of 20 years I've spent well over $10,000 at LensCrafters but I will no longer go to the West Towne Mall location. I will probably go to a Twin Cities LensCrafters who, in the past, have been very professional. read more

Very friendly employees and very helpful, they weren't just trying to make a sale, they really cared about my daughters vision needs, not only did the Dr come out and introduced herself after finding out my daughters vision script, she recommended and gave us her professional advice... Not to mention that the one year warranty really benefits both young little girls like my daughter who may break them on a playground, and big kids who just can be careless. everyone breaks things now and then, but glasses can get expensive especially for a 6 year old who just doesn't want to wear them anyway and may break them or misplace them very easily.. So thanks LensCrafters we will be long time clients.. read more

Very disorganized and poorly run. Had to wait 50+ minutes for an eye exam after my scheduled appointment. And they kept saying they were only 10 minutes behind. Hard to find an associate and obviously since its lens crafters, the lenses are ridiculously expensive. Never buy without a sale/promotion. read more

I came to Lenscrafters because I needed to get my glasses as quickly as possible, as I'm a law student and finals are next week. Because the optometrist there was not covered by my insurance, I went to another optometrist and got a prescription to take to Lenscrafters. I got my new glasses from Lenscrafters (no problems), but didn't get to try them out because I had contacts in. Well, when I finally did try them on I realize that they are far too weak. As it turns out, my optometrist "forgot" to write some of the numbers down on my prescription even though I told him I was going to need the scrip to get my glasses! I was really upset (I'm missing precious studying time! )and came back to the store, I cannot even tell you how helpful and amazing the staff were about helping me out. Michelle quickly identified the problem, but we were worried because I still didn't have the RIGHT prescription to give them and my optometrist's office was closed so they couldn't have it faxed in. I told them I would rather just get another eye exam with their affiliated optometrist, and Michelle ran to the back and was able to get me an eye exam even though they had closed half an hour earlier. I had my glasses, with the RIGHT prescription, in an hour! The staff is courteous, professional, and were so sweet and accommodating. I definitely recommend them to anyone who is looking into getting new glasses or contacts! read more

My experience at LensCrafters has not been good. The eye exam and the optometrist was fine very good appointment. Ordered my glasses was told that they would be there in seven days. I do know that I have prescription bifocals which may take a little bit longer. I called after the seven days and was told then it could be up to 14 days. After the 14 days I called again and was told that they were still not on their way because they had to send out my prescription to a third-party. Which they have no contact with unless that third-party contact them. The third-party delivers the glasses between noon and three on a daily basis once they arrive lens crafter well then go over the glasses and give me a call for an appointment the next day. So that makes it one day longer. It is now been 18 days and as I called today to ask on the status of my glasses I have been told they are back ordered which they were not back ordered the other five times that I had called. The last,Three days earlier The Eastside machine is down so they are not able to do anything for me. So now They can have their technician go to the Westside to make me temporary glasses in a few hours but they will not be glare resistant or shaded. In which my order would be. So will my glasses be even longer?? Who knows! I have paid $500 out-of-pocket plus the protection coverage for a year. I will not recommend to anyone. I will not return to them again. As I have no trust for the company. read more

As a reviewer below said, the service was lackluster. The woman who assisted me was very lacking with her customer service skills. She was unenthusiastic and seemed very annoyed to be working. I had also waited 20 minutes to receive service only to be peddled lens upgrades that I did not want. I was told that they would not be able to make my glasses using my choice of lens and that they are only able to use the lens that were more expensive (but unnecessary for my needs). I left and visited Sears Optical on the same day. The person who helped me at Sears was very professional, helpful, and informed me that they were owned by the same company that owns LensCrafters. Here's the best part: Sears Optical were able to put in my order with the same frames and my lens preference, the same combination that LensCrafters refused to accept and said was impossible. The whole experience at LensCrafters felt deceptive and I would not recommend anyone to shop there for glasses. read more

Awful Customer care. I live out of state and went back home to have my exam in Summer 2017. They told me they would mail my accurate trial prescription to me as soon as it arrives. It is now March 2018 and I have yet to receive the sample and had to order my supply without my trial pair. When I called to ask why I had not received my trials, they were extremely rude on the phone and did not offer me any help. So much for trying to support my hometown location. read more

Today I went to Lenscrafters to get a new contact prescription and a new pair of glasses. I had an appointment set for 11am and was first helped around 11:05 to get the initial screening before the actual eye exam. By 11:30 I was just waiting for the doctor to get back from "running to the post office". I was told I should start looking at frames while waiting, so I did and was quickly approached by a worker offering to answer any questions etc. At this point I felt great about the service and was happy with my overall experience. Finally the doctor was back and took me in at 11:40 for the eye exam including the pupil dilation. While the dilation was setting in I was told to continue looking at frames again until the doctor could see me again. Ten minutes later I figured I should go check in with the doctor to finish up the exam. By this time I had pretty much found the frames I wanted and thought I would be out of there soon (it had already been almost an hour and a half since I arrived). Finally the eye exam was over and I came back out to find the woman who had been helping me with the glasses to finish and pay for them. Come to find out, there were 2 other customers that she was helping which meant I had to continue to wait just to pay for the frames. It was now 12:40 and I was assuming I would have been able to finish getting frames, seeing as I had actually made an appointment for contacts and glasses when these other customers had just walked in. As I waited for another 20 minutes, one of the two woman working the desk decided to take customers that had just walked in even though I had been there since 11am. The customer sitting next to me even said something to the worker, asking why these new people were being seen when I had been there so long. She said she would "take care of it" but did nothing to help me. Finally at 1:15 I gave up. I could not wait any longer and gave the woman the glasses I would have bought, and told her I could not wait for her. Had they not been so terrible with customer service, maybe I would have waited a little longer. There was such terrible communication between the employees and the customers--- no one knew when they would be helped or if they ever would. Maybe they should have a sign in sheet with the time of arrival so that you knew how long of a wait it might be. I will now NEVER go back to lenscrafters, and I suggest you also find I different place to get an eye exam or get new glasses. It will not be worth the wait. read more

Three stars because both my husband and son found frames here they liked and were happy with the service. I, however, don't care for the selection of women's frames and prefer the East Towne LensCrafters. The west side store is cramped and the lighting makes everyone look awful in the mirrors (I'd think lighting would be so important in a store like this with people trying things on and evaluating their faces). The West Towne LensCrafters used to be the "cool" LensCrafters in Madison with the better brands, etc., but not any more. The LensCrafters at East Towne is larger, has a nicer, wider selection and the lighting is good, thus making me feel good about the evaluation and selection process. read more

Went there intending to buy a new pair of glasses. Left after staff ignored me for the better part of 20 minutes. Poor selection too.

I had a fantastic experience at this lenscrafters. I had broke my glasses that I really rely on, on a saturday night. I went to lenscrafters on sunday morning and they were able to get me in to an eye exam immediately! On a sunday! The exam was more thorough than any ive ever had through my medical insurance and as soon as we were done, a person came right into the room to personally help me pick out a new pair of glasses. I got them in about an hour and they fit perfect! My vision is super clear and I've had so many compliments on my new style since. read more

Made an appointment and got in right away. Had eye exam done, and was given a new prescription. Picked out glasses and they were delivered when they were promised. Now after 8 months of trying to get used to these new lenses, I go in and complain that there is no way the lenses can be correct. Left eye is fine, right eye is horrible. The smug person that waited on me took the glasses back into the lab. Minutes later she comes out and tells me that the lenses match the prescription perfectly. I asked then why I can't see out of the right one. No answer...... She the tells me that the only way I can get the glasses corrected is to make another eye exam appointment. No offer of any type of relief, just that I need to make another appointment. Let's see, now if the Dr. incorrectly wrote the prescription, why do I need to pay the extra expense of another eye exam, just to get the glasses I had already paid for fixed? What a crappy way to run a business. read more

I've gotten 3 pairs of glasses, plus two prescription sunglasses here in the last two years. They have the best service and follow-up. If something needs an adjustment they know exactly what to do. I have to leave the country on Monday and they had me in-and-out on a busy Saturday. I'll always come back. A+ read more

Beware the up-sell here, and be a defensive consumer! I bought a pair of eyeglasses here last year that I was pretty happy with, so when I received a phone call in March to schedule an eye exam, I thought I'd go ahead and make it my one stop eye care shop. I should have been wary when the scheduler was unable to give me the price for a regular eye exam. I went ahead and made an appointment, and honestly kind of forgot to do my due diligence regarding the cost. When I got to my appointment, I was annoyed that a contact lens evaluation was extra. The eye exam was pretty standard though, so complaints about Sokol Advanced Eye Care. However, based on my experience I wouldn't expect great service in the store portion of Lens Crafters. They are inexperienced to work with you to find the right frames. They will basically tell you everything you try on "Looks great!" Therefore, I recommend knowing what you like and what truly looks good on you before you peruse their inventory. I was able to take advantage of their 40% off lens sale--good thing because the cost of my single vision lenses alone would have been almost $500 without the discount! So far, my experience was okay at best, mildly irritating at worst, but then I went back with my birthday coupon for "free prescription lenses with purchase of frames costing $129.95 or more." Surprise! There were literally no frames that cost $130 in their store. They have $90 frames and then they have $160 and up. I found a pair for $140, but, oh wait, those won't work for my prescription, so how about these $180 frames? And you'll probably want polarized lenses, but oh those cost extra, but we can't tell you how much extra because we can't access our lens pricing system right now. Then it felt like a marginally legal version of bait-and-switch to me, so I won't be back. read more

DO NOT GO HERE. I wish I could give them zero stars. I took my perfectly fine frames to get my lenses switched and they broke them and blamed me for it. A young kid helped me and ripped out the lenses in front of me after I asked him not to be so rough with my frames. He broke the frames and went in back so I couldn't see what he did. A week later I went to pick up my glasses and there were missing chunks of plastic around the lenses. I asked what happened and they claimed I brought them in broken. The lady that helped me was very rude and after I finally got them to admit that the kid broke my frames, they gave me frames from the store display. Those frames are also broken. I've contacted them numerous times and I haven't heard back from anyone. I just want frames that were in the same condition as the ones I brought in. They are unprofessional and rude. Unless you want to pay someone to break your glasses, do not go there. read more