Complaint Review: Lenscrafters

This letter was sent to them and says it all. Mr Pankaj Kapoor replied "Not my fault. Eye Exam fault. They should re-imburse you." Of course, Eye Exam never replied. In the meantime I spent over $600 with Lenscrafters/Eye Exam Group and another $300 for a service that worked. Close to $1,000 and Lenscrafters said it's not their fault.

They have just lost five customers, and as many more as I can tell this story to, both online and offline.


February 12, 2007

Mr. Pankaj Kapoor
General Manager
Lenscrafters
125 Rt 46 West at Union Boulevard
Totowa, NJ 07512

Dear Mr. Kapoor:

I want to tell you how completely displeased I am with your operation. I have been a Lenscrafters customer for many, many years and have dealt with the Garden State Plaza store as well as the Atlanta store. Never have I experienced such incompetence as I have with your store.

Perhaps you should look at my file to see what I am telling you. I came to your store for an eye exam and new glasses. The first pair of glasses I received were not correct I couldn't see. They gave me new glasses. Again, I could not see. This time a new exam, and new glasses. Still I could not see, and again, a new exam and new glasses..

I still could not see, but would not be tortured by this level of incompetence. So, I went to a local Ophthalmologist, who did a thorough eye exam, noticed that the prescription in my right eye was wrong, and I purchased new lenses from the eyeglass store next door.

Guess what? I can see! I don't have a problem at night, like I did with your glasses. I don't have a problem with glare, like I did with your glasses. I can read at arm's length, which I could not do with your glasses. I waited a couple of weeks, to be sure they still work, and they do.

In summary, I believe your combined eye exam/eyeglass service is terrible. You have just lost a customer who has been with Lenscrafters for years, as has my wife and three of my five kids (in various parts of the country).

I am very disappointed.

Regards,


George

cc: Eyexam Group, 125 Rt 46 West at Union Boulevard, Totowa, NJ 07512
LensCrafters, Inc., 4000 Luxottica Place, Mason, OH 45040

George
Clifton, New Jersey
U.S.A.