Valley Fair Shopping Center

Everyone I interacted with were very pleasant and processional. Great atmosphere through the whole visit.

After spending 2 1/2 hours in the store; eye exam, then purchased of glasses. After waiting 3 weeks with no call back, I call in to check the status of my order. I am told that my order was not processed and that there was a “glitch” in their system. Now I will have to wait another two weeks for them to process the order! Horrible experience!

Great customer service from both stores I visited today, thanks again Carly.

First off, I would to give kudos to Greg. Greg greeted us with a smile and friendly service on purchasing my safely eye wear subscription. Thanks Greg for the great experience with the visit at LensCrafters. =0)

I want to give a huge thank you to Karen for her excellent customer service and for truly listening to my concerns. I had a defect in my glasses and had previously asked a different employee for help, but he didn’t even check whether it was my fault or a manufacturing issue. Karen took the time to carefully inspect my glasses, found a solution, and agreed to help me repair the transition lenses. Her professionalism, patience, and willingness to help made all the difference. I really appreciate her kindness and expertise.

I’m not the type of person to leave bad reviews, but my experience here was beyond frustrating. I went in for an eye exam, which I paid for, and brought my own frame, a frame I had previously seen in their store but purchased online. I also paid for the lenses and was told my glasses would be ready within two days. Today, I received a call from Emma (the team lead) stating that my glasses needed to be sent to the manufacturer for the lenses to be done. I told her I would stop by the store to clarify. When I arrived, she told me their machine had broken but would be fixed that night, and my glasses would be ready tomorrow. I was fine with that. Then, just two minutes later, she suddenly changed her statement and said I would have to wait three weeks! That was completely unacceptable. When I expressed my frustration, she casually offered a refund. I agreed, and she then informed me that the refund would be issued via mail in the form of a check, which would also take three weeks! To make matters worse, the address on file was incorrect. When I asked her to update it, she became visibly irritated, stormed off, and said, “I’m out of here,” leaving another employee to handle the situation. This level of unprofessionalism, especially from a team lead, is completely unacceptable. Emma clearly lacks the skills to lead a team and needs serious retraining on how to handle customer interactions. For upper management: This is a major issue. I was left without glasses, struggling to see, and now have to go through another vendor, causing unnecessary delays. You are running a prescription glasses business—timeliness and customer care should be your top priorities. Additionally, my refund check should be treated as urgent and shipped immediately. Three weeks is an unreasonable wait time, especially after the inconvenience your store has caused. Do better.

I had the pleasure of receiving service from Radisha on my very first visit to LensCrafters. She was incredibly knowledgeable and made the experience truly pleasant. Thank you for making my visit so seamless!

Emma was so helpful. Made the whole process so fast and easy.

Got a pair of sunglasses in 3 hours. Customer service was fairly nice, but definitely not going out of their way nice. I only did this on vacation for a quick pair, but if at home I’d never go again unless for the warranty. $300 is a bit high but got it done.

Quick and quality work and service. Great experience with the help of Emma.

Amazing staff. They were super helpful and made perfect recommendations. They went above and beyond for my order and helped resolve my frame problems. Shoutout to Emma! She was very helpful and super supportive from start to finish! 10/10

They charge extra protection plan with my glasses, which make hard for me to approve my FSA account. I revisited to fix the issue. Their service was not nice. She(Karen) said I tried nice to you gave $50 discount, and gave the protection plan($44,99). She said it comes together. No protection plan, no discount. I didn't ask that but it showed on my receipt. It just make my payment process heck, and I spent too much time for that. I don't recommend this store.

Emma Ayala has provided exceptional customer service, demonstrating unparalleled knowledge and expertise. Her ability to build strong customer relationships sets her apart, exceeding expectations at every level. Compared to other stores I’ve inquired with about my prescribed glasses, her service is truly unmatched.

The rep was very patient, friendly and knowledgeable

I actually don't know if 've ever had a worse experience at any type of shop. I purchased my glasses in the beginning of January; I spent about 1 hour in the store working out the correct price. I was first quoted almost $500 for two pairs of glasses. After asking the worker( Damien I think) to show me an itemized list for the glasses, it showed that he had included all kinds of upgrades to make the glasses super expensive. I reiterated to him that I am a master's student living 3 hours away and this was an emergency situation, I just wanted the cheapest option possible so that I could drive back to my home as I was in the San Jose area after coming back from vacation where I lost my glasses and could not drive without them. Finally we reached a cheapest price of about $350 for both pairs and after confirming this, he comes back to tell me that they are actually all out of the lens material and I MUST pay the more expensive option for it to be made that day. I was thinking of other plans of getting back home to where my backup pair was when finally I complain to the manager, her name is Karen, about how tired I was and she was very helpful. She let me know there is a different option for just $50 that could be made that night and so everything for that day worked out. The second pair I bought was sunglasses and they could not make it so that day which was fine, I only needed one pair. I paid an extra $10 for them to ship it to my home as there are no lenscrafters in my county. I was given a 3 week time limit and it has been 4 weeks now but there is more! I decided to call and check where my glasses are when Damien picked up again and let me know they have been made, but not shipped yet. So when I asked when they would be shipped, he simply said "I don't know, it's whenever they get to it." My friend is planned to come visit and so asked them to pick up the glasses for me from the store as Damien said I could do this. I made sure to call back right away and I spoke to a different woman about the issue. Saying that my friend could pick it up today and I do not need shipping. I wanted a refund on the shipping cost I paid and she said ok let me call you back I will speak to my manager. I wait 1 hour and no call back so I call. Put me on hold for 30 minutes. I keep calling back 4 separate times in a row and eventually I am not even being put on hold, the answering machine just hangs up on me. FINALLY They pick up 3 hours later after being on hold again for 30 minutes and they let me know in that time span THE GLASSES HAVE BEEN SHIPPED? They will not give me any refund unless I come in store with my credit card. With the 30 day return policy in mind, I will most definitely be taking a day to drive over 3 hours to this store and return the product just for the sake of never doing business with this store. I have never hated a company this much. Karen was great and did her best to help but beyond her, nothing works there. Edit: They gave me a tracking number and it was created at 2:43PM PST, I called at 1:16PM to pick up my glasses instead of ship. Thank you for coming to my ted talk. If you also are like me and need same day glasses, I recommend JIN in valley fair. Never been there, but they definitely will do a better job than this.

I had the pleasure of working with Karen on a busy Sunday evening. She was patient and extremely helpful in finding just the right frames and type of lens that would work for me. Her expertise and knowledge Abela’s impressive and will seek her out for next pair of glasses!

Stephanie was very helpful , definitely made my shopping experience great

Great thorough pleasant service, answered all my questions. Will be back

Why can’t they answer the phone? I’ve been calling for two days. They immediately put you on hold. When I went in before most staff just stand there. Do they actually work?

The woman with the black hair and dark eyeliners had an AWFUL attitude - super rude

Really bad shipping experience. They interrupted the chat and didn’t admit they forgot my ship order. Really frustrating to the service and shocked by their dirty words.

Emma did great no issues

The place in doctors office that does the eye exams is trash. LensCrafters is great but the place does the eye exam is trash how they don’t send out prescriptions through email in 2025 and they’re not emailing prescriptions to there customers

I visited LensCrafters to order new lenses for my glasses, expecting high-quality craftsmanship. However, when I received the glasses, I noticed that the edges of the lenses were poorly finished. This resulted in noticeable distortions, including chromatic aberration and blurriness at the edges. These issues make the glasses unsuitable for tasks that require clarity, such as driving. Unfortunately, this experience has been disappointing, as I can’t use the glasses as intended. I expected better quality from a reputable provider like LensCrafters.

Very poor and they are rude I would never go to the store again Doctor is good but the people on the floor is rude and I would never suggest anyone going to this store

Emma was very nice and helpful!

Emma is awesome and very friendly. Thank you, Emma

Poor selection of frames for kids

I walked in and was immediately greeted by Radisha and her amazing smile. I explained my glasses weren't fitting as they once did and she said no worries. We can help.you with that, please have a seat. By the time I sat down Carly was already behind me. I told her I needed my glasses adjusted and with a smile and with ease she fixed up my glasses like brand new. I was in and out in ten minutes. No appointment I just walked in. Thank you ladies for being the solution in a busy jammed packed day. 100,000 🌟 stars

WORST CUSTOMER EXPERIENCE, booked a frame that their sales rep Radisha said can be picked up the same day or can be shipped to the nearest store to me. We chose the latter option and the 5 days later no updates, when we called the store, they had simply forgotten to ship it! and said the fed ex is coming to pick up the same day and it will be sent soon was promised that I could pick it in 3 days. Called on Friday and they casually tell me it's still sitting in their store and not shipped! When I asked to cancel, was told you'll still need to come to the store to cancel. RUDE team, ZERO communication! I will never buy from them again!

I would like to express my appreciation for the exceptional service I received from Karen during my recent visit to the San Jose Valley Fair location. Despite experiencing a delay with my insurance processing (assisted by another woman), Karen's good spirit and willingness to address my inquiries regarding pricing and discounts greatly enhanced my experience. Even with the foot traffic of Black Friday, she maintained a positive demeanor ensuring I received the best value for my needs. Her professionalism and cheerful attitude made my eyewear shopping experience not only manageable but genuinely enjoyable.

Emma was super helpful and helped me find a frame that I was happy with. Fitting only took a few minutes and was straightforward

The appointment means nothing, experience sucks ! Don’t come if you don’t like to waste your time!! Stuff is playing around with checking your waiting time to keep you there. 😬

Emma was great. She answered all the questions that I had and gave me different quotes base on my interest and needs. I will highly recommend this LensCrafters and Emma.

They don’t seem to care about customers’ time. I went in for proscription lenses for my Meta Ray-ban. 1. Upon arrival I was told to sit down and wait. I waited 30+ minutes and asked for help again. It turned out there were optometrists available and they’d simply forgotten about me. 2. The optometrist was helpful. They told me that they’d call me when the lenses are available which would typically be within 2 weeks, that I should then bring my Meta Ray-ban in again, and that it would take only a few minutes to change the lenses. 3. I waited for 2 weeks without hearing back. So I called. 4. I called in a morning, not long after they opened. But it took me *43 minutes* to eventually talk to someone. 5. It turned out the lenses were ready more than a week ago. They didn’t know why *nobody contacted me*. 6. They told me to go in before 3pm Mon-Sat, when the lab is open. Also, it was *not possible to make an appointment*. And that it would typically take *2-3 hours* to get the glasses ready. This very much contradicts what I heard previously. It’s very difficult for me to find a 2-3 hours slot before 3pm on a workday to go to the shopping mall. It seems I’ll have to wait for another week and go in on a Saturday. 😔

Unfortunately the ocean stole my glasses last week 😭… But Astrid deserves a massive shoutout for helping me workout a great solution and getting me exactly what I wanted. Never used LensCrafters before but glad I came to them today!