Each time I go, there always seems to be a huge problem with my insurance coverage, which isn't some strange or obscure insurance provider. The last eye exam I had, along with frames and lenses, ended up costing me 400 dollars out of pocket up front, and then I have to contact my insurance provider to be refunded and its become a huge hassle. They have never kept up with my insurance records or gotten it right, ever. It's infuriating.
The two main things I still like about lens crafters is that their technology is great and the people there seem to be polite for the most part. However, everything with cost and insurance and an overall lack of communication has driven me to seek my eye exam needs literally anywhere else. If you don't mind paying a fortune for the convenience of getting your glasses overpriced in the mall, go for it, but for people who really just need to take care of their astigmatism I implore you to not go here. It's just been a constant headache for me and my entire family.
The other thing that annoys me is that the only reason I needed new glasses in the first place is because the ones I had from lens crafters broke, and they refused to repair them because my prescription was "expired," or a year and a few months old. Sure enough, after my newest exam my prescription was the same and I was out 100 dollars (and its 150 for people who use contact lenses).
I called to explain why I needed an appointment and the woman that answered the phone was BEYOND rude. She cut me off mid sentence then asked me a question that I was JUST ABOUT to go over. Maybe if she wasn't so rude and cut me off, she would've known. HORRIBLE customer service!
The first thing that drew me to LensCrafters (and what kept me going despite the pain with insurance) was that it was simple and straightforward, I could pick out some frames, wait for an hour or so, and then come back and pick up my glasses and leave. Supposedly, they no longer do that at this location. When I was here previously they said that I would need to come back to the mall in two weeks to pick up my glasses, and I asked that my glasses be shipped to my house. I live about two hours away from the mall, and I am a student therefore I don't have a lot of free time to run up to Franklin. He (his name was David, very nice guy) said that would be no problem at all. Fast forward a week and I get an email saying my glasses need to be picked up. I bite the bullet and start driving anyway, and I call to make sure they WILL have the glasses. Then the lady I talked to was like "Oh! We're supposed to mail them to you!" like YEAH I KNOW WHY'D YA EMAIL ME. Anyway, she and everyone else there was polite, I got my glasses, everything turned out fine.
They are the worst!! Never order glasses here. I ordered glasses 7/21/17, and they told me it would be 7 days to get them. 8 days go by with no call. I call in and they tell me "oh sorry...they should have told you it would be 10 days" 11 days go by and still no call. I call back and it's "oh this is special order it will be 14 days" today is day 18 and still no call from them ever. I call them again and they say "sorry there's a delay. Don't know why. They should ship on 8/19." That's 30 days for a pair of glasses they sold to me under the impression I would get in a week. The worst part is they never even called me to say hey we know you're waiting on these, here's what's going on with them. They clearly don't care at all about customer service. At least they gave me a refund....supposedly. Just save your money and time and go somewhere else. I think there is a visionworks in the same mall.
I got a text message last night saying that my eye wear was ready to be picked up and to "stop in anytime". I checked their store hours and it is from 10:00 am to 9:00 pm. I took an early lunch from work and drove 30 minutes to get them just to be told that they could not give them to me. The reason was because the optometrist was no in yet and wouldn't be there until 11 am. Complete waste of my time. I replied to their text message and let them know that they should change the wording of their message and do away with the "stop in anytime" part as it is misleading. Last time I will ever use LensCrafters again. Not to mention that they did away with glasses in about an hour, which is why I went to them to begin with - web search for that specific topic recommended them.
People at this location are rude and clearly do not care at all about customer service
I have been going to LensCrafters at the Cool Springs Galleria since I first moved to Tennessee, and each time I go for my annual eye exam my experience becomes worse and worse.
Lenscrafters is a US Health facility based in Franklin, Tennessee. Lenscrafters is located at 1800 Galleria Blvd Ste 2321, Franklin, TN 37067, USA.
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