Very professional staff Has a large selection & is a distributor for Meta glasses. Pricing is very competitive. read more

This was my first eye exam at this location. The tech was very nice and helpful..I saw the doctor via video visit at the end. I was handed my RX and nobody offered to assist me with purchasing frame. There was one employee "Bob" who was at the desk. I stood there at the counter and he was on the computer. He did not acknowledge me until I turned to leave. I asked if there were frames in sale because I saw a sale online. He said "you can't use your insurance online!" I left without new glasses! I had a pair picked out even! Now I get the 3 stars. This is nothing like my experience with LensCrafters in San Diego where I moved from! I'm done. read more

I decided to get my frames here because I was looking for a particular designer and model that my optometrist's office didn't have so I brought my prescription in. Although they do have a great selection and their staff is nice and helpful, I came in for an adjustment and was shocked to see that the optician just kind of twisted my frames into place. I was kind of scared they were going to break. I'm used to seeing my former optician use the machine that warms the frames up to make them more malleable. read more

Glasses were two weeks late, and wrong prescription. Not a good experience. This particular store has fallen quite a bit.

Went in to get my glasses and they were not made with the correct prescription. I asked for a refund and never got it. This store in the mall does have very bad customer service. Reference # 250927-001341 read more

I just wanted to say that Dr. Jasmine Nguyen, who did my eye exam and contact lens prescription, is wonderful. My new contact lens Rx wasn't working for me (multifocal lenses can be tricky to get right, in my experience). So I asked for a follow up visit with Dr. Nguyen. She spent a lot of time with me, trying out different contact lenses and explaining every step along the way. She ordered a bunch of samples to give me a lot of options to try. I could tell that she genuinely wanted me to be a happy customer and that she cares about her work. read more

I was super stoked that they were able to fix my favorite pair of sunglasses!! It was a relief for sure. Thank you! read more

We've recently had eye exams and eyeglasses ordered at LensCrafters in Santa Rosa. The entire team was very helpful and kind. We had a wonderful experience and we'll certainly return to this store location in the future. I'd like to mention the Assistant Manager, Marjan, for her knowledge, patience, recommendations, and great customer service! Alina & Brian Penngrove, CA read more

I am 72 years old and have been getting my glasses from lens crafters since my 30's. I set up an appointment for 9/11/25 at 5:20pm for the nearest lens crafters to me, which is 83 miles from my house, I set it up for this day because my husband had an appt in Santa Rosa on same day and I set it up for 5:20 to make sure he would be done with his appt. and we could make it there in time. I pulled up my confirmation and there was no date on it. When I called to verify, I found out that they had changed the time without letting me know, to 4:20 which I would not be able to make in time and that it was now an online appt. First of all, I don't understand how you can give a good exam online- especially with my eyes. Secondly, how can you change it to an online appt without telling me and lastly, how can you change the time without informing me. Obviously. Lens crafters has changed drastically, starting with lack of customer service, lack of common courtesy, and from what I can see lack of a good eye doctor. I guess I need to find a better way to get my eyes examined and a better place to purchase my glasses read more

All I wanted was my prescription emailed over to me and the lady on the phone told me that corporate won't email it over because it expired. She never took down my email address, was completely incompetent, rude and had horrible customer service. read more

This review is for the doctors side only. Dr. Chari Martinez is amazing. I can't believe the reviews below about her. If you do see her, she is a sweetheart and very professional. I question bad reviews since those yelpers look like they never met or talked to her! They were obviously misled and given the wrong information. I saw Dr. Martinez last year in SAN RAFAEL 7/20 NOT SANTA ROSA so I can say that one of the reviews is a lie and put my prescription to prove it. I can see the bad reviews having some truth, but it looks like communication wasn't done properly and they have to blame someone. So sad they decided to blame such a great doctor. There is always two sides to a story, but don't blame someone you didn't talk to. I am happy to see her again because she is good at what she does. read more

Can I give NEGATIVE stars!! This location does not do onsite eyewear or lenses. NOTHING is mentioned about this on their website. I went there at lunch to be told they don't do them onsite anymore. What a waste of my time didn't get lunch today because if this! The store didn't bother to tell me the San Rafael location still does them in house. I called corporate and complained this should be on the very first page on the website - it should be clear that they no longer do this service so people don't waste their time. Awful customer Service read more

GO ELSEWHERE, SERIOUSLY AVOID AT ALL COSTS! I am not a dramatic person, but please read this and hopefully I will save you some time if you are mistakenly considering giving this sorry establishment one second of your time or one cent out of your pocket... Scheduled an appointment for a routine eye exam. Arrived on time but was new to the area and had a few minute delay locating the store which is within a large mall. Walked in legitimately seven or eight minutes past my scheduled appointment time. I had already filled out all of the pre-appointment paperwork the day prior and confirmed the appointment twice via phone. Upon arrival, without any explanation at all, I was told by a staff member the appointment needed to be rescheduled. When asked why, I was told since I was more than 5 minutes late to my appointment, the "doctor" (Martinez) would be unable to see me. The store was completely empty! To add insult to injury, the alleged five minute window policy was not written anywhere in any of the correspondence preceding the appointment. Zero accommodation for the waste of time, zero customer service, and zero understanding of the major inconvenience this caused. I understand being punctual to appointments; however, it is completely unreasonable to cancel an appointment for being literally seven minutes late. Everything about this location is pathetic and embarrassing. Reading other reviews, seems I was not the first unhappy customer. I will never return. Hopefully whoever reads this reconsiders and chooses elsewhere. read more

Extremely knowledgeable and helpful staff. My first time buying glasses and they made it quite the nice experience.

If I could put a negative one star rating, I would! The whole experience was a nasty hot mess from beginning to end! So I had an appointment set up for 7/20 @ 3:40pm. A couple days after I received a call from a woman at LensCrafters to confirm my appointment and to fill out the "Patient Forms" online...which I did. Then a couple days before the appointment, I get a text on my phone reconfirming my appointment for Thursday (7/20) and another call from the same woman to make sure I was there on time and completed the online forms...also, at that time she mentioned that my appt may start a little late because they have a "new" doctor who will be doing the exam (which contradicted her first statement to be there on time!). I live in St. Helena/Deer Park area which is across the Valley floor and up a Mountain...which means getting to LensCrafters at Santa Rosa Plaza meant driving down one Mountain, crossing the Valley floor and going up another Mountain, one way. I get to my Appointment on the 20th a little early and when I check in, I was greeted by weird looks from a group of employees standing around and they tell me to have a seat and they would get to me. After a few minutes, I get up and looked around at the frames and started trying them, 25 minutes go by and now it's past my appointment time...as I'm standing there trying frames a gentleman with long hair comes up to me and asks me if I was Michele and if anyone texted or called me to let me know that they had to reschedule my appointment! EXCUSE ME?! Reschedule??? I asked if the Dr. running over with another patient, if so, I don't mind waiting...he walks off and a "Manager" in training comes up to me and tells me that the Dr. (ChariLou Martinez) wasn't even in the building or at the store. Apparently, she was running late and was stuck in traffic somewhere...ARE YOU KIDDING ME?! I literally felt hot flashes and perspiration build on my forehead and nose! I told her I don't mind waiting if she's running a few minutes behind...she told me if I waited, it would be more like an hour or two! At this point it's 4:15ish and I ask, did she have other patients earlier in the day? Apparently NO...I was her first appointment at 3:40pm that day and the Bitch couldn't make it on time for her first patient! HOW UNPROFESSIONAL!!! I was BEYOND LIVID when I heard this and had to take a few deep breaths so as to not loose it completely at this level of nincompoopery. People's time is valuable and not respecting that or being nonchalant about your mistake and irresponsible actions is NOT OK! She gave a lukewarm apology and a measly $50 credit towards my purchase. Obviously I did not subject myself to that situation and instead, went to SITE FOR SORE EYES in Napa 2 days later where the customer service was 10times better and the Dr. a seasoned professional not someone new to the industry! Also, SFSE has a better inventory of glasses to choose from! NUFF SAID! read more

Amazing! I found out that my son needed glasses and it was just days before high school baseball tryouts. I must have called every single optometrist/eye glass store in the north bay but couldn't get glasses in a hurry. LensCrafters Santa Rosa mall came through big! They literally had his glasses done in 45 minutes!!! So thankful!!! read more

I went to LensCrafters on the strength of the woman optician that they had on staff. She is now gone and I will no longer be doing business with LensCrafters. That said they do have a lot of frames and lenses to choose from and the counter staff is knowledgeable. read more

Marjan was so helpful and informative. She took her time to explain all of the options and their benefits. Exceptional customer service!!

the only reason for 2 stars instead of 1 is that all employees were polite and patient. this has been the worst purchase of anything ever. i bought ray ban stories for the features of taking a photo or a video.i paid $819 cash nearly a year ago. after a couple of months the ability to say "take a video" or "picture" quit working. now i have to use the buttons which are harder to use. so i started working on a return under the 1 year warrantee. it took many months to figure out i could never contact rayon because my mac mini was too old. so i bought a new one. but i still could not contact them and their address is a secret so there is no way to mail them . i had already spent at least 20 hours on the phone for no good reason. so, starting over, i got a hyperlink that did not work about 10 people tried their best to help me for a couple of hours each. then a woman tried sending me to many links and typed in things many times for 4 hours. she said it was the end of her shift so she transferred me to a guy who, after 2 more hours, said that apple safari has never worked for this and to download firefox instead. so, assuming it would finally work. i hung up. but it didn't work. so, 2 days ago a woman spent 2 hours taking over my screen and she finally said to use google chrome. this time i did not end the call and she directed me to what to click on. chrome didn't work to open the link. she said this was the first time she ever saw this happen but i would never be able to return the glasses. you can't mail in a package because the batteries could burn up and they have to send a fireproof box. but she had no way to contact them. also, i paid hundreds for blended trifocals and the feature that makes the glasses darker in the sun. these are just regular readers, like my $3 ones. sounds like a fraud if they won't refund the difference. so i called santa rosa to ask for a refund. i called every 10 minutes for hours yesterday and always got a busy signal. today it said "this number has been disconnected and there is no new number ". r they out of business ? how about the whole co. ? anybody know ? read more

my insurance is EyeMed which is in-network and they somehow messed it up so that I had to submit for out-of-network reimbursement because they didn't do it right. I was then told I won't get reimbursed for paying out of pocket because the provider needs to submit it if it's in-network. what a mess and I will never be coming back. read more

Warning to all: this Lenscrafters is located in the furthest corner of a large mall. Although my 96 year old mother and I arrived at the mall on time, it took us a little time to find the store. As a result, we were 13 minutes late for our appointment. When we arrived, Lenscrafters told us that our appointment was cancelled by the optometrist, who had decided to eat lunch instead of seeing us 13 minutes late. We explained that we had arrived at the mall on time, but unfortunately had gotten lost in the mall, and also as my mother is elderly, she walks very slowly. The optometrist was indifferent: the optometrist decided to stay on lunch break rather than being flexible with our appointment. Soooo, two things to note: don't be even a bit late, the optometrist won't see you. Second, the store is hard to find. And hard to get to if you have any walking issues. Fortunately, we were able to book an appointment with Dr. Prado at America's Best Contacts and Eyeglasses in Coddingtown Mall. When we arrived, we were immediately greeted by Dr. Prado, who was welcoming, kind, professional, and efficient. I highly recommend Dr. Prado. read more

Got to admit, never been here, never used a chain eyeglass store...but wow...this was great. Lost my glasses in the Russian River at 1pm. At 2pm called NY (from a river bank) and had my prescription faxed out to the hotel. Gave the hotel the number of the closest LensCrafters, open until 9pm, and they got the next fax. At 5pm walked into the upstairs location at the SantaRosa mall to got fitted, and pick a frame. While they were not able to cut progressive lenses(5-7 days), at 7pm I had new distance glasses. Amazing! Everyone was as helpful as could be both over the phone and in-store. Now for another exam and replacement progressives... read more

Worst costumer service! I arrived 5 minutes early and still had to wait 35 minutes! All I needed was a new set of glasses with same prescription. They just wanted to give me a eye exam just to bill my insurance.. All wanted wanted was a pair of glasses I lost back.. read more

Stay away, stay far away! First off, my eye apt was fine. Really liked the eye DR. Take your money anywhere else to buy glasses. FEB 25: Drop $500 on a new pair of glasses with my fancy frames. They tell me "two weeks" delivery. Three weeks go by in which I had been traveling the whole time. I call about status and I'm told, "We're very sorry but they were never made. The order was cancelled." They explain it was a "glitch" in their system and they will try again. March 16: I received a call from same sales associate saying the same thing. He put in order and it's been "cancelled". He would try again. March 23: Same sales associate calls to say that unfortunately the supplier cannot make my glasses and they can do nothing but refund my money. Not sure why they are selling glasses they cannot physically create! The refund arrives by CHECK 3 weeks later even though I paid by CC. April 19: I go to buy new glasses and cannot use my insurance discount because although my money was refunded they never voided out the claim with my insurance. My insurance company says that LensCrafters has to void on their side. I've called 3x today and every time goes to Voice. I moved to Boston at beginning of April '22 so cannot just drop by. An absolute joke. Worst customer service. Stay away! read more

Brought my frames in to have special glass lenses put in on September 26, 2020. I've tried to arrange to pick them up three times in the last week and have been given excuse after excuse. Today October 28th when I called again I was told that I picked them up already! I most certainly DID NOT !! In trying to explain to the girl that she was mistaken she hung up on me! I've tried to call her back several times today and the phone is hung up without answering my calls. I've already paid $302.67 for my new lenses not to mention my own frames that are missing as well. Who are these people that LENSCRAFTERS is hiring? read more

My glasses frame got bent while I was in town visiting. I took them to the Lens Crafter's at the Santa Rosa downtown mall. Susan helped me and was fantastic! She really knew what she was doing. It only took her a few minutes to readjust the frames and they fit better than they had before. Thanks Susan! read more

I went into LensCrafters in Santa Rosa to get an eye check and some new glasses, ordered my old favorite Wayfarerers, and waited for 9 days. When I went in they had ordered the wrong frames and I was stuck with the wrong order for another 9 days. When I went back, a third trip to the store (1-hour minimum round trip for me), they had the right frames and the right script (finally) but when I asked about my time and inconvenience "there was nothing they could do". Please bear in mind they had to throw out the first set because they were 4 sizes too small and they were unwilling to let me keep them as a backup pair. They offered a second pair half off but that is the standard promotion and does nothing to make me whole for my inconvenience and time wasted for a set of glasses that cost me over 700 dollars. The final twist is that when I went back to rate my experience 0-10, somehow the link had expired. REALLY? No, I would NOT recommend this sort of sleazy, unprofessional behavior to a friend and I do NOT like the attitude of the staff and how I was treated. read more

Outstanding service! The staff was extremely knowledgeable when it came to the style and my prescription of my new eye wear. Highly Satisfied 10 out of 10 will come back again read more

We had a great experience. I had back to back appointments for eye exams for myself, my daughter and my husband. The staff apologized for their being a wait, but it seemed like we were pretty much on schedule. The optometrist was very sweet, knowledgeable and personable. The staff were great about advising on how to keep our costs down when choosing frames (since we were buying for 3 people). Overall it was a really great experience. read more

horrible customer service! I had broke my frames days before a vacation and called to get a copy of my prescription. apparently my prescription expired less then a month ago and the unhelpful lady on the phone basically told me.. Your prescription is expired and we can't help you. Offered zero solutions other then... nobody will fill your prescription because it's expired, which expired September 17th. Well she could have made money on selling me the same frames but was too busy telling me she couldn't help me. I ordered the exact same frames online and will put the lenses in when they get here. I couldn't believe how the answer was just.... No, we can't help you. I frankly couldn't believe it. I had explained my situation and she could essentially care less. I offered to sign a waiver, I just needed to be able to see on my vacation. They will never get my business again! read more

I would give them zero stars if I could. I chose lenscrafters/eye exams of california for my eye exam and contact lens eval because they offer a competitive price. My first trip in was fine; I liked the doctor and the girls in the front were friendly and timely. I was told that the trial contact lenses would arrive in store in about 2 weeks. I waited 2 weeks and called to follow up. The girl told me they were not in yet and they will call when they are. After waiting another 2 weeks, I called again. They told me "oops, it looks like they haven't been ordered yet. I will do it now and we will call in 2 weeks to let you know we received them." Everyone makes mistakes, so I remained patient and picked up my lenses when they were ready, six weeks after the initial exam. I tried on both sets of lenses and it was clear that my prescription was incorrect, so I called back and they told me to make an appt and come in wearing the contacts so the doctor can check them. I made an appointment another week later, and the doctor (a different doctor than I had the first time) confirmed that the prescription was wrong and was apologetic. I had my hopes restored. Since I drive 1.5 hours to get to lenscrafters, the doctor offered to have the new trial lenses mailed out to my house. Two weeks later I got a call from lenscrafters wanting to confirm my address to ship my lenses out. I did so, and was told I would receive them in 2 business days. Five business days later, I am forced to order more of my old contacts because the pair I had in was now 4 months old (I figured a month and a half max was long enough to plan get a new set from Lenscrafters) and I am now out $100 that I shouldn't have even had to spend on more contacts to hold me over. I called Lenscrafters to ask for a tracking number three days after the date I was told they'd arrive, as I hadn't yet received the lenses. SHE TOLD ME THEY WERE NEVER MAILED OUT. At this point, I was furious, but being rude never got anyone anywhere, so I asked to speak to a supervisor. The woman I was speaking to said she was one, so I patiently explained all of what I just wrote here, and the supervisor told me all the problems I've had were not her responsibility, they were the doctor's, and therefore, there is nothing she can do for me except mail my lenses. I said, "the doctor left a note saying to mail my lenses, which you just told me you saw, AND one of your girls called to tell me they were in the mail. I'm not understanding how that's the doctor's problem not yours." She told me I'd have to call on one of the two days the doctor is there and ask the doctor that question. I said, "forget it, don't mail the lenses. I'll drive 1.5 hours today to pick them up since I can't trust you guys will do it." She said ok (no apologies for the inconvenience) and offered me 20% off my contact order with them... as if I even want to do any more business with them. I'll order them online, pay more to go to a REAL optometrist's office, and avoid Lenscrafters/Eye Exam of CA forever from now on. I have never in my life experienced such horrible customer service, lack of organization and attention, and blatant refusal to take responsibility for what clearly is their wrongdoing. The only thing I can do now is warn others and never again give them my business. read more

My health insurance was going to change and so I decided to take advantage of it and go get a pair of lenses and frame. Two Caucasian customers came in after me. I got totally ignored and passed by while the two guys behind me got the superstar treatment. Racist staff? I hope this is not the case. Maybe I didn't look clean or dressed nice. But then again the two guys behind me looked like bikers. I don't know I am baffled. Hope you guys realize that I own two stores at the Plaza. I only went in because it was close to my shop. Meh...went to a different place and bought a pair of prescription polarized sunglasses and regular prescription glasses. At a total cost of $1000. Jokes on you Lens Crafters. You lost a sale today. read more

First time I went there the guy tried to sell me everything under the sun. After all said and done the bill would have been about $400.00 even witht he insurance coverage. I told him I couldn't no way no how pay that much for a pair of sunglasses! So I said no but thank you. I went back a few weeks ago and found a pair. I told the girl I didn't want the extra shananiggans just wanted the glasses no extras. Well she managed to get me for tint which was like $20.00 or something so i was like whatever. She told me the glasses would be ready next day. This was at 6:00pm and they close at 9pm yet sign says they can have glasses ready within an hour. She told me they would be ready in the morning and they open at 10 am. I went in at 11:30 and my glasses weren't ready and that needed another 30 minutes! I was not happy to say the least. I told the girl I wish she would have called me once the glasses were ready so i didn't have to waste an hour of my time. I might have to check out other sunglasses stores next time... read more

Worst place to get glasses. Overpriced service and off the rack glasses. They will never call you back and they're just lazy workers. I AM NEVER coming here again!! This places irritates the hell out of me. read more

How am I the first person to review this place? I'm not gonna lie... at first, we got great service (on the phone, the pre-call). But then, we we got there, we got shitty service and they weren't even that busy. And then, finally, a manager noticed us sitting unattended in the corner - literally. And I shouldn't say sitting, I guess, because I was standing as they did not offer me a chair (Boyfriend needed the sole chair because he hurt his leg). That is when our experience finally turned around. Thank you Kevin. Boyfriend successfully left the mall with glasses, in less than 2 hours, and for less than $300 ($297 to be exact, with their fabulous 40% off coupon). This experience was turned around by good old fashion customer service and sense of humor, so A+ for that. Lenscrafters does have a large selection of glasses. And it was very convenient to leave, same day, with the product. However, this place is extremely expensive considering we got the same pair at Costco as a backup for $150 out the door and NO discount. We would come here again if they were running a promotion or if my insurance covers this place... which I don't think it does. read more

I walked in hoping for an appointment. Was ignored for a bit and finally the woman looked up at me, expressionless, and made me feel like I was disrupting her day. No same day appointments which is fine. I get it, so I agreed to visit the following week. I show up for my appointment on time, early actually, to be told there is no optometrist and they are trying to get someone to drive up from Petaluma. I'm willing to wait because I'm off work and desperate for glasses due to my current pair breaking and wearing an old set. An hour and fifteen later I'm finally seen. I pick out glasses afterward and am told I owe a copay for exam. I don't. My insurance covers in full so I had to have a manager to intervene. I'm not "that" person but you can see how this is going. Told the machine for making the lenses is down so it'll be a week. Checked in a week later and told they were "delivered" but not ready. Should be tomorrow, which is today, or the next. Checked in today and told the same. Asked for more explanation...then told the technician is out for a few days so it'll be a few days more. I asked if this was a planned time off....the customer service rep says it was, so I ask why was I told today or tomorrow if it as known she was to be out. No other explanation other than "I'm sorry," which isn't her fault. The system at this store is clearly very broken. I'm not sure I'll return after this. read more

Don't go here ever. Stephanie wouldn't listen to what I had to say and interrupted me several times. Then she apologized for jumping in and told me she wasn't even on her shift yet. I had the glasses for 8 months and got scratch resistant lenses. The scratch resistant lenses DO get scratches. They won't try to help you or support you in any way - they basically said "sorry there's nothing we can do". They didn't attempt to try anything to see if they could be repaired and sent me on my way. I won't go back. read more

Rude. Act like the customer is bothering them

1. No Walk ins 2. Takes over a week to make an appointment 3. Places is open but no eye doctors 4. Lab office to fix/make glasses closed 60% of the time 5. All services over priced I've gave this place many chances and year after year they seem to disappoint me. Never giving a LensCrafters store my business ever again read more

Dr Julie Wagstaff is a very lovely person and she seems to be a very knowledgeable of her work. I learned a lot more from her then I have from other eye doctors in the past. And I'm not no spring chicken read more