I am shocked at the lack of courtesy and customer service this place shows to its customers. We had back to back appointments for my son and myself. I requested to go in to let the doctor know that my son has eye muscular issue. I was told by the technician that they are prepping the room for me amd will knock on the door when the room is ready for my pre screen. I was with my son waiting for them to get me for the eye prescreen. When I stepped out I was told the technician has already left. Then the manager of the store told me that I had missed my 4:40 pm appointment (it was 4:45 pm) and that they could not accommodate my appointment as I was supposed to be in prescreen when my son was getting tested. This place allocates only 20 mins for the eye test and exam. Most places spend at least an hour with you. You are treated like sheep about to be slaughtered on a conveyor belt and if there is a bit of deviation they ask you to get out of there rudely. Umberto - the manager for the store did not show any empathy in accommodating my appointment though we endured a flat tire in getting to this store. Beware and stay away from this place. read more

I was in Cupertino recently on holiday and managed to lose my prescription glasses. Being in a foreign country without my glasses had me in a panic. After calling around I found LensCrafters, I went in and the team really looked after me and went above and beyond with exceptional service to get me back on the road (literally and metaphorically). Truly an exceptional team and experience! Thank you!!! read more

Really like the service, it was quick and accommodating. Although I did come in late, they were still able to see me the same day and the wait wasn't that long. Bertha helped me with checking out with my first pair of glasses. read more

I've been coming to Lenscrafters for many years--started out in the Menlo Park Location where I always got excellent service. When they opened in Mtn View, I was happy as it is much closer to where I live. I arrived and was asked to fill out an extensive medical history form. I've been to this location TWICE so I don't understand why they don't keep this info. But whatever, I filled it out. Then I was given a few eye tests and the technician flew through them and didn't tell me the purpose of any of them. Then she did some test to "estimate" my prescription. WHAT? When I saw the doctor, she also rushed through the exam and didn't really listen to what I said. I said I have eye strain when doing work on the computer. She ended up basically telling me it was because of my age. To add insult to injury, when I asked about getting my lenses replaced with the new prescription, I was told it would take a few days. a few DAYS?!? I have single vision lenses. Are you effing serious? What about the one hour thing? They also told me it was ok to have just my regular glasses replaced with the new Rx and leave my sunglasses with the old one. What? My reading glasses need replacing but I didn't even bother to ask about that. Paid for the exam and left. Will not be back. And immediately received an email with my next appointment. Nobody asked me when it was convenient. They just informed me when it was. Seriously? And the 5 phone calls, emails, and text reminders are overload. I guess they're afraid (and for good reason) that people might not show up. I will not be back. read more

This place just opened 2 weeks ago - it's a relatively large store, with ample parking attached. Much larger than the Menlo Park location. Completely new, brightly lit and modern interior. Service was very friendly - the staff there helped me find out how much my lenses would cost with my insurance via their iPad (ooh lenscrafters being fancy, yes) The only downside I saw, was that the selection of frames wasn't quite to my liking. They do have a plentiful selection, but maybe now's just not the time of year for my kinda frames - who knows. read more

Extremely helpful! Bertha and the technicians do every thing they can to explore options and find the best solutions for me. Bertha made sure that even issues that I wasn't aware of myself were addressed. read more

DO NOT COME HERE !!! If I could give this place a zero star rating I would . This place is horrible . I had given them a chance back in 2015 and there was such a screw up with my prescription and insurance information. The gal helping was not very bright and neither are the rest of staff members. I decided to give them a try again last month for my renewal of prescription but they didn't fail to disappoint again. For starters the place was a complete zoo when I walked in. People were waiting to be helped and staff was running around like chickens with no heads trying to figure out who to help who because that's how unorganized they are. Apparently that day all the managers decided to take the day off. VERY Unprofessional! After receiving my exam I was told there was going to be a follow up to make sure everything was fine so they could finalize my prescription. It has now been over a month and I haven't received any calls. I followed up today and per usual, staff is clueless about my prior visit. This place is a complete zoo. I would not recommend for anyone else to use them. Save your money, you probably would get better service at Walmart. read more

Bertha was very helpful. She got my glasses to fit properly. She was able to work with my insurance and get my new glasses at a great price. Would highly recommend them. read more

I wish I can give zero stars. I ordered my vision glass two weeks ago and still have not get it. Bad services, Bad customer services, very pricy place. I will never use LensCrafters services again in my life. I am sick of them. I recommend to go any other places but lenscrafters. I repeat Very bad services. read more

My first visit here was a disaster. I think all the problems were due to a single employee so I can't blame the whole operation. I brought in my own frames for two different prescriptions. They mixed up the frames and one of the prescriptions was for the wrong application (I wanted them for VDT) and the other had errors in the actual prescription (some error in computing from the prescription form, not the technician who made them). The reason I came to LensCrafters is that they have very fast turn around (as low as an hour). I had a cataract operation in one eye and so my existing glasses would not work. However, this rapid turn around does not include bifocals (that I really want) so this speed did not work out as well as I hoped. I ended up paying $360 for three sets of single vision lenses which is high. Walmart wanted $70 for a set of bifocals including the frames - but they take over a week. Due to the mistakes, I would have rated the place a one star but other employees there worked hard to fix things so I gave it two stars. read more

This is the second time I went here and both times they gave me the wrong perscription. I think they are not professional and have people that do not know what they are doing. They told me they could not treat my eyes with any lenses that I needed the cataract operation and that was my only way out. Walked out and went to another place in Mountain View and within minutes checked my eyes and now I have glasses that are the best. Do not go to Lenscrafters. I suffered enough. read more

There was no wait time. The service was outstanding. I appreciated the detailed information and time spent while choosing several pairs of glasses. There also was care in looking at all the discounts available to find the best price. Thank you for your patience to the several persons working in the store on Monday, September 20, 2021. They were Umberto and Elvia. read more

Thank you SO much to Bertha who graciously adjusted my sunglasses for me. Not only did she refit them perfectly, but she also explained to me how they may have warped in my car. She was kind, knowledgeable and genuine. An invaluable employee! If you are looking to have your glasses adjusted, ask for Bertha! read more

Very helpful and responsive! Bertha and the technician were able to help me with a situation I had with my glasses. So thankful they were there! read more

Very disappointing service! I had two prescription glasses done, never received the promised deal. Even worse, had to go multiple times for each pair of glasses to get them to correct various mistakes that they made to my order. Manager refused to give me contact info to file a complaint. Will never go back for sure. read more

Bertha is a superstar! She was so helpful; from helping me get the frames I wanted, making sure they fit perfectly, to getting my insurance to coordinate, she is the best thing about this LensCrafters store. read more

They don't value your time. If you make an appointment for the eye exam and is there on time, they make your wait for a long time to get to take the exam and waited again to just check out. I spent 2 hrs there just to get the simple eye exam done. Please note, it wasn't busy at the time I visited. Here comes the worst, I placed the order of the contact lens and double confirmed my address. They still managed to ship it to the wrong address. The receptionist name Catherine was rude and unprofessional. Won't visit this location again. read more

I didn't buy glasses but I was there when my friend bought his. The staff was fast and knowledgeable and the doctor's office was super high tech! Everyone was very welcoming. Also, they had an amazing selection of frames compared to most lenscrafters I've seen. The associate told us that they've only been open for about 2 weeks so everything was pretty new. The whole building had a great modern vibe to it. The pricing isn't Costco pricing but you get what you pay for! My friend got his glasses the same day and we didn't even have to buy a case or cloth. Sucks that the first review already started them on the wrong foot. Maybe they will change their hours to accommodate more people after. However, I know the feeling that if someone walked in AFTER hours, I'd have to turn them away to. The staff seemed pretty kind, I'm sure they would've helped if the person came in earlier. We often forget to write whenever we have a great experience but are quick to write something bad. Overall, great place. Don't let their rating bug you. Give it a chance and check them out! read more

I had a appointment scheduled however they were running behind (i waited 40 minutes)that happens i finally see the optometrist and she says my vison is not that bad so im confused ....then why do i have to pay $1200? This is my portion for glasses ( my insurance will cover $450 for for reading glasses. Outrageous !!! I hear the only man there say he needs to make a sale Wow!!! Terrible! I am giving this place 2 stars this is only for the only people who helped (the optometrist and Bertha the embarrased tech who felt it was her job to apologize) she deserves better and definitely needs to find a better place to work. I would NOT RECOMMEND this place to anyone unless you have $ money you want to give away went to Costco got excellent service got the same glasses i would have to orderat Lemscrafters and only paid $100 what a diffference!!!! read more

Horrible customer service. Waited long time before being serviced. The assistant manager (name started with a R) helped us with zero customer service abilities. Was very rude and on a rush went through most of the terms without explaining until we prompted him. Gave us vague explanations. First and last time to go there. read more

I had an overall very positive experience at LensCrafters. They nailed my prescription, diagnosed a type of eye condition which is pretty rare, and I love my glasses. The technician was a little rough around the edges, but the doctor was extremely thorough and patient, and they followed up TWICE to make sure I was satisfied. The woman who put my glasses together was incredibly helpful too. Thanks LensCrafters!! read more

I had my first appointment today with LensCrafters, and I am incredibly impressed with the eye doctor and the man (Constantino) who helped me get new frames and a new prescription. They have a huge selection of glasses frames and they let me take my time trying on multiple pairs until I found the perfect pair for me. They were professional and knowledgeable, and I am recommending them to my friends and family. Thank you, LensCrafters!! read more

Customer Service Zero. Elvira insisted we were offered a warranty when we purchased frames and lenses as well as eye exam in May. She was not able to show us any paperwork that we had declined the warranty.My son and I can not recall ever being offered the warranty ( only &30). I spend over $400 dollars for the frames/ lenses , would I safe on 30$ for warranty? Elvira only insisted that they "usually" offer warranty. Is it possible they forgot to offer us? read more

I bought two glasses at this shop, sunglasses and a regular one. I'm wearing classes for 20 years now, but had never such poor quality. The anti-mirroring lenses don't work well and after 3 month a had multiple stains on the regular classes which can't get removed. So, I went there and asked for replacement, but the stuff was very unfriendly and suggested it's how I clean them. Since 20 years I always clean my lenses the same way - never hat any(!) issues. The lenses they sell here are just very poor quality! Even though I bought the most advanced ones! When you buy new glasses, the service was ok, but if you have any issue they leave you alone. Very unprofessional and non-customer friendly service! read more

The optometrist is absolutely excellent and I highly recommend her but the retail side is terrible! Calling them on the phone is ridiculous!!! I simply wanted to call to have my husband pick my glasses up and they put me on hold for 10 minutes!!! They answered the phone and put me on hold without me being able to even explain myself. I hung up because being placed on hold for so long and when I called again they don't answer!?! I spent nearly 1 thousand dollars on my glasses and this is how I'm treated. This is completely absurd. I would understand if it's a weekend and they did this on a Monday so there is no reason they should have someone on hold for so long and cut them off the moment they answer. I work retail too and this is completely unacceptable!!! read more

I came in to get my glasses readjusted today since one of the sides was a little higher than the other. One of the three ladies, short hair, glasses helped me since the other two were busy I always held back on going with her since she always seems lost and not knowing what she's doing. I decided to give her a chance and she ruined my glasses so I complained and thanks to Bertha they renewed the frame. The lady who adjusted my glasses acted like she didn't remember her messing up my glasses even though it wasn't long after I complained. I feel like she shouldn't be adjusting glasses if she doesn't know how to. read more

I have been meaning to replace my glasses so I went into this location today and received outstanding service from Bertha (she even helped me out with a repair on my old glasses!). I really appreciated the quick attention, rapid appointment availability, appearance of the store, and the wide selection of glasses. Keep up the great work! read more

Got eye examined there, also got a more than $600 glasses there last year. Today I went there to ask my pupillary distance, she replied: it is only kept by lenscrafters. What? That is supposed be in my prescription! (I also had an eye examination at Mountain View Optometry, they gave me my PD). read more

Great customer service both on the phone and in person. Bertha was patient and answered all my questions. She helped me look over the lens and frame options and was very patient and easy to work with. Bertha was great to work with and she made sure I had my glasses before I left - I appreciate it! read more

Thank you. Bertha is professional, friendly and skilled and helped me with my sunglasses.

The hinge on one of the arms of my Ray-Ban LightRay glasses broke. I bought repair arms from Luxottica through their part replacement service. I took them to this LensCrafters where they stated they did not know how to replace the arms as they only order replacements. They had no recommendation on what to do next (thanks for nothing!) This store is only focused on selling $200+ replacement frames instead of helping to install $30 worth of new parts. read more

I've been going to Lenscrafters as long as I've been wearing glasses, and I've always had positive experiences. I've been happy with the jobs they have done and the product that I've gotten. Until now. The customer service at this location is piss-poor at best. My first appointment was approximately six months ago, where I was a walk-in customer (patient?) around 4pm and asked if I still had time to get new glasses and contacts, to which I was told yes. After the exam, I was told that I would have to pick up my glasses the next day, and they would call me when they were ready. I was already pretty annoyed, because I figured that I would be walking out with new glasses that evening, based on the conversation that I had had with whomever earlier. I live in Oakland and had only stopped in because I had time to kill in the area, so coming back the next day was significantly inconvenient. The next day no one called, and when I contacted them the person I was talking to seemed confused and it took a while for them to find out if they were ready. On top of this, I was told that my specific contact prescription was not available in store, that they would have to be ordered, and when they arrived I would be contacted. I left with a sample of a slightly off contact prescription sample, and my glasses. The woman who checked me out that day was plenty pleasant. I was never contacted (again) and, being that I don't wear contacts too often, I felt fine putting it off. Anyway, that was six months ago. Today (3/23/16) I was in town again and remembered that I may have contacts waiting for me, so i decided to stop by. Now... I don't really want to be this person, but at this point I feel compelled to mention that I am a heavily tattooed young woman, and this is my first time feeling discriminated against for being so. I explained my situation the best I could to the woman behind the counter, who was extremely cold and, I felt, rude. She and the doctor who were working honestly made me feel like I was trying to pull one over on them or something. I explained that I was never contacted to come pick up my contacts, and they said that it was because my prescription was never finalized because I didn't come back in to get them checked. I was never offered a follow up appointment, nor told that I would have to come back for anything. I was told that I would have to get another eye exam because it had been over six months, to which I told them that I didn't think was fair because it wasn't like I had missed an appointment, there was clearly miscommunication and I was never reached. The doctor, to her credit, said she would waive the fee if my prescription had changed. She eventually gave me a sample of contacts to try on and checked them on me to see if they were okay for me to get a prescription filled, which they were. However the whole time, I felt like she was giving me a lot of attitude and over explaining like she thought I was an idiot. Because I don't live in a great area, I asked if I could get my contacts shipped to a different LensCrafters, to which she pretty much insisted that I get them sent to a friends house who lives in a better neighborhood. Guess what dude? All my friends live in bad neighborhoods or in places where a package is likely to get stolen. We agreed to get it sent to my work, okay fine. Whatever. While I waited for my contacts to settle enough to be checked, I witnessed the woman who was rude to me be much, much nicer to other customers. I specifically feel discriminated against by her... not so much the doctor, who I feel is probably just pretty rude in general. The man that checked me out at the end of this where I paid for my contacts was pleasant, however when I told him that I was pretty dissatisfied with my overall experience he tried to say that it was hard for them to reach out to customers because they see so many of them, which I took as I was supposed to make contact because they were too busy. Earlier I had overheard someone looking on my file to see if there were notes about anyone calling, to which there were none. I was given a very customer-servicey apology where no responsibility was taken, I paid $250, and I was on my way. I will never ever come back to this location. Ever. It was awful from the get-go, and only got worse. read more

Elveyn was super helpful and got glasses made for me and my wife within an hour. Had a positive experience overall

Great customer service. The lady that attended my boyfriend and I was very polite and had the patience to go over all the prices of lens with us. They have a great selection of women and men glasses. Also the glasses were ready the same day! read more

I had to go in on an emergency basis - I'd broken my only pair of glasses. The were able to help me on short notice & get me my eye exam & my new glasses in about three hours. The staff is super helpful and really nice. I'll definitely be going back. read more

Avoid this Mountain View location; I had great experiences at other locations. I went in to pick up two pairs of glasses and the lenses by mistake were placed in the wrong frames. I had ordered one work space and one progressive. I asked them politely to send them back and correct the mistake. I also asked them to measure them again, if necessary, and I was told they already had the measurements. The next day Leslie calls me insisting I come back and fill out a form, remeasure and reorder; a total waste of my time; WHY DID THEY NOT HAVE ME DO THIS YESTERDAY. It is apparent that the staff had no idea what to do and in addition were arguing with me; even after realizing they were at fault for putting the lenses in the wrong frames. They have ZERO awareness in accommodating a customer after screwing up an order; they just do not care. There is no coherent store process for this kind of situation and the result is total inconvenience. It causes a customer to take time to keep having to make a trip back and back and back to the store. A well run customer focused business would have dealt with this when I came in the first time to pick them up, instead of telling me one thing; then calling me the next day with totally opposite information. Do not go here!!!!!!! read more

HORRIBLE SERVICE. DONOT GO HERE. The staff is incompetent and rude. When I arrived at the appointment time, I was told that I didn't have an appointment. I had made the appointment the previous day. Was left hanging. When I complained, their story changed that the patient ahead of me had needed more time. That patient was waiting with me and hadn't even gone in. The price that I was quoted on the phone and what I was asked to pay were not even close. Again, somehow it was my mistake that I was being asked to pay more. My eye exam and contact lens fitting took OVER 3 HOURS!! Assistant manager, Leslie, just kept talking over me. She was slow in understanding the situation, rude, mean and completely unapologetic. These people have no respect for anyone's time or money. Never going back! read more

Couldn't be more pleased with this LensCrafters location! I happened to walk in one day to take a look at their eyeglass selection and ended up purchasing a pair that I really liked. The salesperson was great! She asked me a lot of questions about frame styles that I liked and picked out frames for me to try on. Then she asked specifics about the frames I liked to help her provide additional frames to try on. My glasses were done quickly and I was happy I checked something off my procrastinate list! read more

This review is a gesture of appreciation for the assistance and time that Astrid extended us. As soon as I relayed our needs and pointed out that my child's nose pad had fallen off her glasses, Astrid immediately offered to repair it for us. She swapped both pads with new ones, and assured a comfortable fit on my child. In the end, due to insufficient insurance coverage, we decided not to purchase anything. But Astrid's willingness to help showed great professional courtesy, and we truly appreciate it. read more

Very good service. It was nice see how everyone made the visit so easy and hassle free. Special thanks to Bertha who helped me choose glasses :) read more