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  • This was my first time to LensCrafters and can confidently say it will be my last. Upon arrival they said the doctor was running late and that I could wait or reschedule so in the meantime, I looked at frames. Not one person offered to see what frames I wanted or any assistance which would've been appreciated. So that was strike one! Next, after my eye exam in which the doctor apologized numerous times for her tardiness (A huge plus) was again looking at the frames and hand picked a pair. After some additional waiting this gentlemen walks me over to discuss the lens choices. He said this was his weekend job and was very tired. I was thinking who says something like that to a customer?! But later dismiss it and continues to struggle with basic questions on the difference between the Featherwates and enchanced HD lens choices. He shows me the frames and now has issues with the camera so after that mess we finished and left. Strike two! I returned to pick up my glasses and later found the frame didn't quite fit my face. Had someone helped me the first time maybe this wouldn't have happened? Just a thought :) I came again on a Sunday and explained my situation. The sales associate looked at me blankly and said lets try them on again to measure my face. I repeat that I don't want to try them on and want to exchange them. She continues to push. By this time I'm irritated and say don't you have a 30 day guarantee policy in place if I don't like them can return them? She stares at me like this was the first time she's heard this.... (I shouldn't have to be justify anything since I had my receipt) Strike three! Finally someone rescues me and helps me pick up a pair and leave there happy. The bottom line is this: In the world of customer service you only get one chance to make a good first impression. The office staff needs retrained or (maybe just there Sunday staff) because the customer should be helped as soon as they walk into the door. You should be proactively assisting customers pick out glasses instead of sitting behind a desk. How is it that other companies such as (Yankee Candle or Bath and Body Works) are all over there customers? Asking questions such as how can I help you? Or simply offering suggestions. None of this behavior was present. Simply unacceptable.
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