Complaint Review: LensCrafters - Dallas Texas

I have been employeed by Lenscrafters for 8 years and am certified optician by the American Board. I need to address the progressive lens complaint. A progressive lens (no-line bi-focal) is made up of three perscriptions. Distance, intermediate, and reading. Because their is no line to tell an optician when one r.x. ends and when the other begins, it is IMPOSSIBLE to get an accurate perscription. That is why we don't do it. Was their no way to call the place of her previous pair to get the r.x.? If it was too late in the evening, why not call the next day to double check? Also, the polarized lens does come in your reading perscription, so that doesn't make any sense. Time to time, a recall is done on defected lenses, but it does not take the amount of time you've said. So, I doubt this happened.

They filed the following rebuttal to the above Rip-Off Report: Their name: jane Their relationship to the company: Supporter Rebuttal: I know for a fact, Lenscrafters strives to be better than any competition. I have worked at Lenscrafters for almost three years, and I still remember the vigorous brain-washing that was involved with my initial training (and am reminded of it each and every day by my co-workers and managers)! It is my place as a Lenscrafters associate to love my customer(s) and do absolutely whatever it takes to make him/her pleased with his/her eyewear shopping experience. I know, as a Lenscrafters trained Optician, that regardless of whether my customer(s) intends to purchase glasses from me, I must do my best to ensure that customer leaves my presence with a smile. Furthermore, when there is not a customer present for me to help, I am consistantly being coached on ways to improve my Optical and customer satisfaction abilities. Please remember as the customer, we are all human--even the associate, who is trying desparately to satisfy your expectations as well as the company's strict expectations for quality eyewear in an hour, is human as well. It is difficult for me to find rationale for criticizing an entire industry for the actions of one or two individuals (who obviously won't last long with this company if they aren't meeting our expectations). The company did offer your eyewear to you free for the inconvenience? I would expect nothing less from Lenscrafters. Please, be civil, call customer relations and calmly explain your situation. Remember that the individual who you are talking to is trained to make you happy--he/she is NOT a representative of the bad service you had just explained in your rip-off report.

They filed the following rebuttal to the above Rip-Off Report:

Their email: [email protected]
Their name: Gina Coons

Their relationship to the company: Consumer Suggestion

Rebuttal:
I would have to say I think this individual probably did experience this chaos because I have had similar experiences of disorganization and lack of professionalism with Lenscrafters.
I live in LA, but my fiancee and myself were in Sacramento visiting family over the holidays. Since I am a contact wearer and didn't have glasses, my fiancee thought it would be a great present to take me to get glasses as one of my Christmas
gifts.

On Christmas Eve my fiancee took me by the Fair Oaks, CA location as a surprise to get glasses so on Christmas morning I would be able to put on glasses versus cramming contacts into my eyes. As we pulled up to the location I made a comment
to my fiancee about a hand made sign that was hanging on the entrance door to the store.
We joked about how tacky and unprofessional it looked and we also noted that it said they would be open to until 6 PM on Christmas Eve. After about an hour I was set. I had picked out my glasses and I was told to come back after 3:15 PM. I asked the woman and man who had been helping me what time they closed just to clarify what I had seen on the hand written sign. Both individuals told me they closed at 6 PM. My fiancee and myself
said we were going to finish our shopping and we would be back before 6 PM.

My fiancee and I returned at 5:10 PM to find the store was close and a new hand written sign was in place of the other and it stated "Christmas Eve Closed 4 PM". I immediately called another
store in the Arden Fair mall. The woman I spoke to told me that
Lenscrafter stores had been given the directive to close at 6 PM. She also commented that she did not know why they would have closed early and did not think the managers had the say so
to do anything other than close at 6 PM.

My fiancee and I were furious! There we sat outside a store that had collected just shy of $300 from us and they had the audacity to close early with out even trying to contact us before doing so. They knew we were from LA and were just visiting Sacramento because they collected all my personal info. and my fiancee and I openly talked about how we were visiting for the holidays. Due to the holidays, I was not able to speak with anyone until the day after Christmas.

The same day we were returning to LA. First, I called the store. I asked to speak to the store manager. A woman got on the phone claiming to be a manager. I told her what happened and she apologized very insincerely and in the same breath told me I could come pick them up because they were ready. I told her she must not have been listening because I had told her that I live in LA and as we spoke I was already on my way back and could not pick-up the glasses.

I also told her that at that point I did not wish to spend
another dime with Lenscrafters due to the experience and wanted a full refund. When I asked her why they had closed early she said she didn't really know, but the manager must
have thought it was "dead" and sent everyone home.
My fiancee then spoke to a customer service rep. and he was appalled with our story and said he would research it. He seemed very genuine and apologetic.

On 12/27/01 I received a call from a gentleman name Sam. I cannot recall He apologized and said that he would make sure I received the refund and offered to ship me my glasses free of charge. I was relieved to finally find and speak with someone who had customer service skills and professionalism. Sam said that they would be "two-day" shipping them, but due to the holidays they might be as late as Thursday, 1/3/02, but more
than likely they would get there before then.

On 1/7/02, I still did not have my glasses. I called Sam and left a message letting him know I hadn't receive the glasses yet and was concerned. On 1/8/02, I called Sam again and left another message because I had not heard from him.

On 1/9/02, I received a call from someone who was apparently the manager of the Fair Oaks store. I believe his name was Anthony. He told me that Sam had called him, but he
did not realize he was suppose to have shipped me the glasses and had donated them. He told me he would re-produce the glasses and overnight them to me. Since I was not going
to be home I gave them an address to one of my clubs.

I am a district operations manager for a large retail firm and I frequent several locations in a day. I re-arranged my plans so I would be at one club all day. Several times during our conversation he guaranteed the glasses would be delivered no later than 4 PM. I never received the glasses.

----- Original Message -----
From:
To:
Sent: Friday, December 07, 2001 6:08 AM
Subject: rip off report reply

I HAVE HAD NOTHING BUT GREAT THINGS TO SAY ABOUT LENSCRAFTERS.

THIS REPORT TAKES ALOT OF TIME TO PUT OUT, IT WOULD HAVE TAKEN 30 SEC. TO DIAL THE CUSTOMERSERVICE LINE FOR QUICK ACTION.
SEEMS TO ME THIS IS A BS STORY CREATED BY A COMPETITOR.

LC IS A CUSTOMER SERVICE COMPANY, WHY NOT FOCUS ON THE RULE OF THE COMPANY RATHER THAN A BS EXCEPTION.
::::::::::::::::::::::::::

----- Original Message -----
From:
To:
Sent: Friday, December 07, 2001 6:08 AM
Subject: rip off report reply

I HAVE HAD NOTHING BUT GREAT THINGS TO SAY ABOUT LENSCRAFTERS.

THIS REPORT TAKES ALOT OF TIME TO PUT OUT, IT WOULD HAVE TAKEN 30 SEC. TO DIAL THE CUSTOMERSERVICE LINE FOR QUICK ACTION.
SEEMS TO ME THIS IS A BS STORY CREATED BY A COMPETITOR.

LC IS A CUSTOMER SERVICE COMPANY, WHY NOT FOCUS ON THE RULE OF THE COMPANY RATHER THAN A BS EXCEPTION.
::::::::::::::::::::::::::

----- Original Message -----
From:
To:
Sent: Friday, December 07, 2001 6:08 AM
Subject: rip off report reply

I HAVE HAD NOTHING BUT GREAT THINGS TO SAY ABOUT LENSCRAFTERS.

THIS REPORT TAKES ALOT OF TIME TO PUT OUT, IT WOULD HAVE TAKEN 30 SEC. TO DIAL THE CUSTOMERSERVICE LINE FOR QUICK ACTION.
SEEMS TO ME THIS IS A BS STORY CREATED BY A COMPETITOR.

LC IS A CUSTOMER SERVICE COMPANY, WHY NOT FOCUS ON THE RULE OF THE COMPANY RATHER THAN A BS EXCEPTION.
::::::::::::::::::::::::::

----- Original Message -----
From:
To:
Sent: Friday, December 07, 2001 6:08 AM
Subject: rip off report reply

I HAVE HAD NOTHING BUT GREAT THINGS TO SAY ABOUT LENSCRAFTERS.

THIS REPORT TAKES ALOT OF TIME TO PUT OUT, IT WOULD HAVE TAKEN 30 SEC. TO DIAL THE CUSTOMERSERVICE LINE FOR QUICK ACTION.
SEEMS TO ME THIS IS A BS STORY CREATED BY A COMPETITOR.

LC IS A CUSTOMER SERVICE COMPANY, WHY NOT FOCUS ON THE RULE OF THE COMPANY RATHER THAN A BS EXCEPTION.
::::::::::::::::::::::::::