I rarely leave negative reviews, but this experience was so disappointing that I felt compelled to write one. My partner and I visited Lux Eyewear in Palo Alto because we needed a simple adjustment on my Matsuda glasses. Matsuda had recommended that we visit an authorized retailer for service, so that's exactly what we did. When we walked in, both employees were already assisting customers who had clearly been in the store before we arrived. We completely understood that and had no expectation of interrupting those interactions. We were greeted, told to look around, and happily did so while we waited. After spending some time looking through the Matsuda collection, it became obvious that we needed assistance. We waited. And waited. What was frustrating wasn't that the employees were already helping other customers--it was that over the next 15-20 minutes, there was never any effort to simply check in with us. At no point did anyone stop for 15 seconds to ask, "What brings you in today?" That simple question would have immediately told them whether they could help us, whether we needed to wait, or whether they couldn't assist us at all. Instead, we stood there for nearly 20 minutes with no idea whether anyone was ever going to acknowledge us. One employee repeatedly walked back and forth with the family she was helping, including bringing them directly over to the Matsuda display where we were standing. We actually had to move out of the way because they were looking at frames in the same area, but even then, there was still no acknowledgment that we had been standing there waiting. Another employee got up from her consultation and walked over to the printer. While she was up, she acknowledged another customer who was browsing glasses, chatted with him for a moment, got him what he needed from a drawer, and then walked back toward her desk. Her chair was positioned so that, in order to get back to it, she had to walk directly toward us. Instead of simply looking up and asking if we needed help, or even acknowledging that we were standing there waiting, she kept her head down, avoided making eye contact with us entirely, and went right back to what she was doing. Maybe there was another explanation, but in that moment it genuinely felt like she was intentionally avoiding us, and it was incredibly uncomfortable. Only after all of that did someone finally come over and say, "Thank you for being so patient. Go ahead and sign yourselves in just in case someone else walks in after you. I mean, I'll remember you were here, but just in case someone else walks in after you." After standing there for nearly 20 minutes, that was honestly the final straw. We decided to leave. I don't automatically jump to the conclusion that poor customer service is discrimination. In fact, I usually go out of my way to give people the benefit of the doubt. But as the only two Black customers in the store, watching everyone else receive attention while we went nearly 20 minutes without anyone making the effort to simply ask what we needed, we left feeling invisible and unwelcome. Whether that was intentional or not, that's genuinely how the experience felt to us. The irony is that we weren't even shopping. We already own Matsuda eyewear. We were simply trying to have a loose screw tightened on a pair of glasses that had been purchased as a Christmas gift. This should have been a quick conversation that took less than a minute to start. Luxury retail isn't just about selling beautiful products. It's about making every customer feel seen, acknowledged, and valued. Unfortunately, that wasn't our experience at Lux Eyewear. We left disappointed, uncomfortable, and with no intention of returning. read more

Jenna, Jenifer and the rest of the crew are the perfect people who have the more designer frames. So if you want something to look marvelous. Go to lux. Appointment is recommended. 10 year happy customers read more

I have been going to Lux Eyewear since at least 2015 and have consistently received great service and advice! In addition to having a great selection of glasses, they work with VSP, which makes the whole process easy. Jemma, in particular, has always gone above and beyond to make sure I got the most out of my eyewear. I'm glad that over the 10+ years I have been a customer, Lux has continued to deliver great service. read more

Lacks an understanding that customers are the reason they exist...to buy their eyeglasses! Recently, I was the only customer in the store, and the Lux person acknowledge me by saying "feel free to look around but, I have so much paperwork today that I won't be able to help you." This lack of customer service has happen in the past, but years later I thought I would give them another chance. Not worth it. read more

I've been a loyal customer since 2010, and the service has always been great--but Jemma truly stood out. She went above and beyond by helping me pick out new sunglasses during her lunch break. She didn't have to do that, but she took the time anyway, and I really appreciated her kindness, patience, and great taste. It's that kind of personal touch that keeps me coming back. Thank you, Jemma! read more

So Lux Eyewear actually partners with Palo Alto Eye Group. When you call Lux to setup an optometry appointment, you are actually calling PA Eye Group. This is a review for...both I guess! Setting up an appointment was easy. Their team is very responsive. The appointment was also quick and painless. I forgot the doctor I saw, but she was friendly and efficient. Lux eyewear is right next door to the optometrist. The staff there are welcoming and helpful. I was helped with choosing my glasses; they shows me multiple pairs, made me try them on, and gave me feedback on which frames looked well with my face. It was pretty pricy; over $500 for a pair of Chanel frames. My insurance took care of most of the expenses, but I did pay out of pocket. My frames were ready in a little over a week. I had a great experience here! read more

Every time I come here, it gets better and better! I'm not just talking about my vision. The staff here is so welcoming and friendly and they're here to help you find the best fit for you. I love all the styles and how they're ever changing and people who want some thing new and different or something classic always have many options. Gemma like her name is a gem. She's friendly and helpful and cares about each and every person who comes in the door. I highly recommend you make this your first stop for searching for the best eyewear for you. read more

We all know that getting stylish eyewear can be a PITA. Some shops have an awful selection. Insurance is miserable, but if you've got it why not use it? Other times it's like dealing with used car salesmen. Not Lux. I looked around the South Bay, and they had the best selection. Personally I love Dita and they had a great number in the store. I found two frames I liked and pulled the trigger when I was working in Baton Rouge, and even though it was a long-distance transaction, ordering two frames with lenses was a breeze. When I returned, they fitted me and they were perfect! Fast forward some time, and I've move to Miami. When a screw came loose, and I needed a replacement, I tried some local shops. I couldn't find any as good as Lux. So I called up Jemma who is their optician and Marketing Director. She sourced the item and got it in the cross-country mail in no time. I didn't need to follow up - she kept me in the loop. Guess where I'll get my next pair? And you should, too. read more

This morning I went for my yearly eye exam at the Optometrist located next to Lux Eyewear. My prescription did not change enough to warrant new glasses, but I decided to go into Lux Eyewear to see if there were any cute styles that I might want to purchase. Neither sales associate acknowledged I was in the store, and I was the only one in the store. Not even a quick welcome to Lux Eyewear we will be with you in a moment. I took my time to look at each display case and displays on the wall. Needless to say, I did not buy any glasses. "Big mistake. Big. Huge. I have to go shopping now." read more

Amazing job fixing my glasses. They seemed liked they were beyond repair - quick, efficient and with a smile! Highly recommend them for service and selection. read more

Love their selection of frames and designers. Jemma is a great optician who took care to find us what we were looking for. We left feeling on top of the world with the sunglasses she helped us pick out and adjusted them to fit right. Thank you Jemma and Lux!! read more

Lux Eyewear - Thank you Jemma we love them!! - Eyewear & Opticians Near Me - Palo Alto, California

Come here for 5 years now and the only place where I buy my eyeglasses every year. They gave me unique, stylish and luxurious frames always instead of the typical stuff you find elsewhere. Favorites so far have been Ici Berlin, Mykita and Lindberg frames. Their lens usually is lightweight and does well for long laptop users like me. I highly recommend them, will visit again this year. Prices tend to be higher for these luxury frames, but they accept most insurance options. read more

I typically would not post a review when I have passed on a merchant, but could not resist sharing my experience at Lux Eyewear cause I was nearly robbed at daily light!! The move was so belligerent and aggressive that I needed to share it. I had stopped by at Lux Eyewear on Aug 13th to add prescriptions to my frame from Raen Optics of San Francisco. I was warmly greeted by Danielle. I had the frames with me which I presented to Danielle. She recognized the frames and said that they even carry them for $175. She then proceeded to price the prescription which I was able to email her from my phone. She pulled out a pre-printed form and started filling it out with line items on Base Lens, Material and ARC. The pricing Table had 2 Columns for U&C and PT Cost (see photo). She added a $375 to the line ARC which she explained was for Life Time Warranty for in-store service. When I mentioned that we do NOT need such a service, she paused and and instead of removing that charge, she cleared it with Whiteout and added $200 dollars!! I was amused, but did NOT say anything cause I had decided I was being robbed with the base price $200 despite her own admission that this was a very weak single focus prescription. She had also added another $75 dollars on top of that for material which I could only assume was for the continuation of the con! When a customer declines a Service outright, how dare a shop continue to keep a line item for that EXACT service, by reducing it to a lower price!? I feel like I should contact Larry David for a script idea for an episode of Curb Your Enthusiasm! The upshot was that my quote for a simple single focus lens with Blue Light was $475 dollars plus Tax! I managed to find a place down the street from Lux Eyewear who will do the same work for less than $100 dollars including Tax! read more

Lux Eyewear - Price Estimate aka being robbed in daylight - Eyewear & Opticians Near Me - Palo Alto, California

If you are looking for a great optical shop look no further. Go to Lux Eyewear, Palo Alto. They have such a beautiful, curated collection of frames. Many of them are top of the line...LGR, Tom Ford, Matsuda and RAEN to name a few. The staff are super friendly and welcoming. Jemma, is absolutely one of the best opticians I have ever met! She is very knowledgeable, fun and has a great eye (no pun intended) for style and detail. I just picked up my new glasses and love them! Thank you Jemma and Lux Eyewear! So happy to have found you. Definitely will be coming back! read more

I had a bad experience this time at lux eyewear. We had wanted to change our shades to prescription lenses. At the time of pickup the tone and tenor was so condescending and disrespectful when we pointed that the shade on the lenses didn't match the original. I was almost warned by the sales person to choose one !! Not sure what else I would have to endure to do business with them!! Definitely my last time read more

Could not be happier with their service. Definitely a great experience and selection. I'm glad I gave them a second chance and especially thankful for their patience in dialing in my optical center on my high Rx. read more

I visited to get assistance adjusting glasses I bought in NYC from a unique brand that is carried only here and one other place in the Bay Area. They have beautiful stylish frames at this store. Their optician Jemma expertly diagnosed the issue with my glasses, and very kindly helped me figure out how to communicate the solution to the manufacturer in NYC. She was so helpful and went above and beyond. I will definitely return here next time I want to buy eyewear. read more

Lux has great customer service. They are always so kind and caring. The ambiance is relaxed and it is usually so quiet that you can take your time trying on different pairs. You never feel rushed. They have all the latest designer brands and great mirrors! They always check with my insurance to make sure my reading glasses can be repaired at no cost or that I am able to purchase a new pair for free!. Who does that? Even my sunglasses by Maui Jim have a relationship with Lux so that they continue to repair them again and again for free! .. I guess MJ should be my next Yelp! read more

Excellent service. Purchasing eyewear can be a tricky business, particularly as one ages. Jemma was fabulous, advising me on vision issues and needs, state-of-the-art options -- explaining WHY they were of use -- getting me excellent deals on multiple pairs of glasses, and taking the time to adjust my glasses perfectly. Perfect-ly. read more

Great service, and Jemma was wonderful. The prices are higher than I'd like but everything else makes it well worth it.

I attended a trunk show and had a fabulous time with Jemma. I really liked the selection of fashionable frames and I'm glad to have found this shop. Jemma fitted me for my frames and took my order, I'm excited to get my new frames to kick off the new year! read more

Excellent service, fixed my sun glasses that I thought may have been busted beyond repair and gave me a new case and cleaning supplies to boot. Highly recommend! read more

This shop has an incredible selection of high quality frames...one of the very best in the entire SF Bay area! Ayana Lawson helped me to exchange my [unworn] Barton Perreira titanium frame for the right color (pewter/silver), which arrived in only three days. She validated my choice of frame and color, which provided some reassurance for an important purchase. She was an *exceptionally* helpful salesperson in a well-appointed store. I will certainly return for my next pair of glasses. read more

Still not get my glasses after over one and half month's wait. No one bother reach out to me either via email or phone. So I called the front desk today, was informed they are STILL waiting for my prescription from my eye doctor, which I forwarded to Lux eyewear 4 weeks back via email and I also called them to confirm at that time. I have been to several eye glasses stores in Bay Area to get glasses over last 10+ years. This is the worst experience I have ever had. The worst customer service experience. I guess I will NEVER get my glasses if I never call them again to follow up. read more

First of all, I'm glad my feedback was even read. So thank you for that. But it's difficult to believe your feedback when something as simple as the content of the text you say you sent is incorrect. And even in the case that you say we also sent you a email or voicemail to say otherwise (which I did not receive), the content of the text message you did send is attached. No where does it say make an appointment. I can argue further that I did not ever demand or say get my son's glasses. I'm not rude. And even when you did eventually give my glasses i did say thank you and I left. I mean, what would have me say? Thank you for a lovely day given the circumstances? When my feeling was you wanted us out asap? In the end, each reviewer can decide what is true or not for themselves. Just as your team believes how you handled the situation was the best decision. I stand by my decision to rate your business a 1 star. So thank you again. read more

Lux Eyewear - Eyewear & Opticians Near Me - Palo Alto, California

Tried visiting and arrived before closing. One of the employees was locking up about 20 mins before closing and said I couldn't come in to check out new glasses. read more

They offer high quality eyewear, including from top designers, and they provide amazing service.

Jemma was extraordinary in both the care and attention she showed in fitting a new set of glasses to my needs. A little bit pricier than some, she demonstrated that Lux is well worth it for the effort they put into getting everything right. read more

Great service, hospitable staff, top tier expertise, and great indoor interior and atmosphere.

Love this place. Have had 2 great experiences getting eyeglasses here over the years. First in 2016ish, walked in and the associate helped pick out these awesome lightweight glasses from a Japanese brand that I ended up wearing for 4 years and still love. Second in 2020 post-COVID, you could walk in to the boutique and try on glasses if wearing a mask, or schedule an appointment if high risk in any way. If you want to see glasses on your face without a mask, walk outside and they'd bring a mirror. Gaozong has been amazing. She is great at picking out frames that fit your face and what you are looking for. Knowledgeable about lenses and coatings. She was super responsive to my questions and specific needs (accommodating in-home try on situations during the pandemic that necessitated some mailing boxes back and forth). She worked with me to really find the frames that I would love when I was waffling on colors and shapes. It is a luxury eyewear place and on the pricier side, but I did not get the impression of them trying to upsell or sell me on things I didn't need, as can be the case at other places. And I have learned over the many years of wearing glasses and contacts that you get what you pay for in terms of quality. Better to spend more $$ at a good place for a pair you love than buy 10 pairs from Zenni/WP! read more

Their frame selection is probably the most unique in the South Bay. So if you don't want to look like every other bloke on the street, stop by. The prices are higher though and the name is quite apt in that sense. read more

I've been a customer of Lux for years. The reasons are simple: 1) excellent selection; 2) high quality finishes; 3) excellent customer service; 4) the manager, Jennifer Ortiz, is the BEST. I buy glasses sometimes because I really like to buy from her because you know that she won't let you buy frames that don't look good on your face. She'd rather not make a sale than sell you something that you won't like! Highly recommend! read more

Caveat emptor ! The staff is highly interested in selling, but without even decent, much less good, customer service. The sales approach is aggressive. Wish i had never walked in the door. The pricing may be variable, and it is exceedingly high even for Palo Alto. read more

Final Update: I got my glasses finally, a week after my last update. Their in-person customer service is good and I do get compliments for my glasses. I'd still hesitate to go there again unless they fix the reliability of their service. read more

I have worked with Jennifer Ortiz on several glasses. She is awesome and always on point. We have special ordered Barton Perreira and Oliver Peoples frames with custom color lenses and they came out perfect. They have a great selection that are hard to find around here. I highly recommend Lux and especially Jennifer O. read more

I have been wearing glasses for a long time, and I'm pretty patient when I shop for new ones. I stopped in at Lux to browse, and Danielle did a great job helping me find a great new Dita frame - it was actually the very first pair she picked for me! She also picked the right lenses for my new glasses, and their lab got the lenses right the first time. They take VSP insurance. Very happy with my experience! read more

Lux Eyewear - New glasses - Eyewear & Opticians Near Me - Palo Alto, California

Sad to say I am leaving Lux after being a customer since they opened. It has been our go to place for the entire family and it breaks my heart to leave but sadly, the last straw has been pulled. Unfortunately the service has significantly evolved to the worst since 2020. From being a business with strong integrity and great customer service to one that forces and adds features without customer consent, has management that uses underhanded methods to refuse to own their tactics and shortcomings, and general sense that they dont want to help - they really want to make a dollar off each customer without regard to longstanding relationships, dedication and loyalty of customers over time. When service was bad in early 2020 I thought it was a one time thing. Now its 2022 and 6 family visits later, we are leaving and looking for a new place. read more

Driving on El Camino everyday, I had passed Lux a million times, and always wanted to check it out. When I finally went in, I kicked myself for not having gone to Lux years ago! The staff is knowledgeable, professional and considerate. They are never to busy to help you pick out the perfect frames, and the selection is large and varied. I will never go anywhere else for my eyewear needs! read more

Absolutely fabulous office staff and incredible eyewear selection. Jennifer assisted me and she's exceptionally professional and knows her eyewear both technically & fashion wise. Lux has a large Bevel selection. Bevel is my favorite eyewear brand. LaFont and Chanel as well and Lux has a large selection of many top quality designer frames. Check them out! I once worked in the optical business so I know good quality. read more

Five stars all around for amazing customer service and a huge, luxurious selection of eyewear! All my favorite brands of eyewear like Chanel, Tom Ford, Fendi & Tom Ford can be found at Lux. I was looking for a specific Oliver Peoples eyeglass and although they did not have it physically in the store for me to try on, they were able to order my eyeglass for me from Oliver Peoples. The woman who helped me, Jennifer, made the purchasing process so breezy for me. No complications, no hassle. I told them I needed these lens, wanted this frame, shipped to this address and they did all of that. I couldn't be happier and will definitely return the next time I need new eyeglasses! read more

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