Complaint Review: Lenscrafters - Burbank California

I am a retail manager at Lenscrafters in Paducah, Kentucky. In our region, we strive for service excellence which means we give 110% customer service in hopes that we will continue to be the #1 optical retailer in the country. A few "bad apples" does not mean all associates at Lenscrafters are rude and unacceptable. In Kentucky, we strive to exceed in service excellence, and the customers who come back year after year prove to us that we meet our goals in customer satisfaction. Lenscrafters is absolutley the best company (in my opinion) to be a part of.....of course, I am partial.....

I am a retail manager at Lenscrafters in Paducah, Kentucky. In our region, we strive for service excellence which means we give 110% customer service in hopes that we will continue to be the #1 optical retailer in the country. A few "bad apples" does not mean all associates at Lenscrafters are rude and unacceptable. In Kentucky, we strive to exceed in service excellence, and the customers who come back year after year prove to us that we meet our goals in customer satisfaction. Lenscrafters is absolutley the best company (in my opinion) to be a part of.....of course, I am partial.....

I am a retail manager at Lenscrafters in Paducah, Kentucky. In our region, we strive for service excellence which means we give 110% customer service in hopes that we will continue to be the #1 optical retailer in the country. A few "bad apples" does not mean all associates at Lenscrafters are rude and unacceptable. In Kentucky, we strive to exceed in service excellence, and the customers who come back year after year prove to us that we meet our goals in customer satisfaction. Lenscrafters is absolutley the best company (in my opinion) to be a part of.....of course, I am partial.....

I just want to comment on this...I am one of the associates on the floor that "you" would come across when you walk in a Lenscrafters store. I must brag about this company and tell all that I've been in the optical business for over 14 years and with Lenscrafters for 5 of them. I have worked for a number of different types of Optical chains and private practices, and other 1 hour chains as well. When I first came aboard with Lenscrafters after leaving a high dollar, up scale private pactice in Dunwoody, Ga. I too was thinking maybe this is not boing to be a good move as far as my optical carrer. My first impression of this company was all GOOD! Lenscrafters is the best optical company in the world! HANDS DOWN! The optical training they provide their associates with is more than the public knows. They go beyond excellent! The company benefits, PTO, Holidays, training, promotions, and they WANT their associates to achieve their personal best! They promote all positive NO negitive! The management teams that I have worked with as I have transfered have been nothing more than TOP SCALE! I love working for Lenscrafters! I will never leave this company. Don't take the company down. It was those associates only. They should be let go. Let me also tell you that this company is a blessing for the needing. We do so many good things for the children, adults, and even other countries with the "Gift of sight" program. It is an honor to be apart of this company. If only you could appreciate this company the way it truely should be respected. Open your eyes...what a gift we have here at our finger tips! Thank-you Lenscrafters!

As a lab tech at a Lenscrafters store in Omaha, NE, I know first hand about customer service. I am behind the scenes in the lab making your glasses (in about an hour). People come to us for our one hour service and selection, they come back because of our service. What many people don't know about this company is that customer satisfaction dictates lab bonuses, retail spiffs, and ultimately pay. Even though I am not selling you glasses, your satisfaction affects my income. Why would anybody in my position want you leave angry? As a team, we all strive to provide the best possible service, and my store's team has gotten the results to prove it. In fact, just last year, the city of Omaha voted our Lenscrafters store "Best of Omaha" in an annual survey. Therefore, not every Lenscrafters store is trying make you irate, some of us try to no end to please that unpleasable customer.

After a recent experience at 2 Atlanta area Lens Crafters stores (Perimeter and Gwinnett) I have to agree that the quality was lacking and inconsistent. 1-At the Perimeter store the wait was unacceptable; glasses in about an hour but about an hour to get to speak with an associate! 2-The Featherweights plus came back to me the next day with bubbles in the scratch coating and it flaking off. I went to the Gwinnett store and they were surprised at how poor the quality was and that the glasses were allowed to go out the door. 3-Gwinnett made it right. But at a cost. Of time. The value proposition at LC is quality at a low cost of time. I was shocked as I watched 3 associates doing non-revenue generating activities (the most reprehinsable-an assc. who found counting the money in the register more important than serving the next customer and making him wait 25 minutes until she finished) I believe after all the trips I made I would have been better off ordering them and waiting a week for them. Overall I believe that it is our job as consumers to educate companies with our dollars. It is the only vote we have that seems to matter.

Lenscrafters actually has core values and wants to promote customer service. The customer has a right to be treated fairly and politely. In my lenscrafter store, we have fun and our customers promptly and enthusastically with in seconds of entering the store. We love what we do and it shows. Lenscrafters has a customer service hotline that you may call to report such issues. Managers who are not doing their jobs, will lose them. The only way to make it better is to report the behavior. I myself recieve constant feedback on how great my custotmer sevice is, but some people have no passion in their work. Sorry for your bad experience.

I am a Retail Manager of a Lenscrafters store in Ohio and I can tell you first hand that EVERY store is different. The company "Lenscrafters" is a great company that takes care of us very well, it is we employees that don't appreciate the company. If we really loved our jobs, like I do, we would let each and every customer know it. Each customer that comes in my door, whether to browse around to find a new look, or ask a question about a competitor, or complain about the eyewear we have already made, I don't care why you are there, you are #1 and the most important person alive. I must teach my associates the same thing. I believe the difference between stores is the management. You have differences in managers like you have differences in people; you can't cut each one of us out of a mold. Each manager is required to train and be an example of the best you can be. I know that as a manager I can't be all places at all times, but if I can't be there I better have someone on the retail floor that is just as concerned as I am about the customer. I'm sorry you had the experience you did at that Lenscrafters. It's a shame that the upper management looks over that behavior. After all if all my customers felt that way my store would never grow at all. Maybe a better course of action would be to tell someone who actually cares about your experience. I would love to know what happened if you called the Regional manager and let them know that you had visited the same location twice and received the same unacceptable service. Talk to someone who can actually take a look at the store and its employees and make changes. I believe that Lenscrafters is the best optical available. We run the store with integrity and pride, but again that is my store. I believe that there are many Lenscrafters out there that care about you and their other clients. Just because you walked in to a bad store doesn't mean that all stores will deliver the same lack of service.

They filed the following rebuttal to the above Rip-Off Report: Their email: [email protected] Their relationship to the company: Devotee Rebuttal: Not all stores are like the ones that these customers have had the disprivledge of visiting. As an employee I know that there are sereral stores in my area that do not offer Lenscrafter's High Standard doe customer service. I know that at our store we offer, not just Lenscrafter's standard but we offer service that blows every competotor in town off the page. If you want good service you have to go where the reptuation is. All I can tell thses people is to ask who the best is then go with that. If store ??? isn't worth vistitng try store ???.

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

Their email: [email protected]
Their name: peter

Their relationship to the company: Consumer Suggestion

Rebuttal:
In your rebuttal, you stated that it starts with the consumer. Should the contact start with the assocates? Say hello as customers walk into the store. In addition, as customers walk in may the associate could ask "how may I assist you today." If you think about all this, it starts with your associates. What if your associates showed more concern. I too did not like your service at two stores I visited. I was looking for some frames
for my wife and the comment I was told that "it is over there." The assocate could have helped me but decided to continue with what she was doing. Store assocates should think about revenue and how does one attains it. If customers are not satisfied with the service then why should we be satisfied with the product and reward this disappointing service with the purchase of the product.

Your comment of "you have to go into any situation with positive energy in order to get it back." I believe going into a situation with a positive attitude will more than like achieve a more than satisfactory experience.

Your comment of "We are all human and allowed to make mistakes. It is ok for associates of a corporation to make a mistake. It is our job as consumers to educate them on what we expect and also for us to behave in that same manner to them no matter what." I disagree. Accepting the unacceptable service as oh well, then your customer service should be reconsidered and improved. Going to your store reminds me of shopping at
Home Depot. Everytime I walk in there and ask for assistance, they always say "it is at the end of the aisle" or I will get "it is (how many rows) rows over." Getting repeat customers will improve your business as well as business from word of mouth.

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

Their email: [email protected]
Their name: Ben Juker

Their relationship to the company: Consumer Suggestion

Rebuttal:
John Doe:

"Our job as consumers to educate businesses"??? You are far more
optomistic and energetic than most consumers. Since there are probably at a half dozen competitors in that town, I would suggest Lenscrafters needs to be the one to look at these issues in order to survive. If I took it upon myself to spend time trying to educate every business with poor customer service, I wouldn't have enough time to sleep. I think the person
who started this thread is doing the right thing: warn other consumers that they can expect poor service from this business. After all, this business had not one, but two chances to do right by this consumer. Far better now to warn others and let the business learn a lesson in competition and customer service.

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

Their email: [email protected]
Their name: John Doe

Their relationship to the company: Consumer Suggestion

Rebuttal:
Wow, a corporation with only two complaints and over a 1,000 stores in the US and Canada and most likely over a million customers. It sounds like we have a few complainers that don't know how to direct their issues to receive positive results.
Do you know what the biggest room in the universe is? The room for improvement! Improvement has to start with the consumer. Constructive Feedback to their customer service Dept would have given you results. Or were you really interested in results? Maybe the world should be required to see the movie "Pay it Forward". Hostile words to the public about your
experiences won't resolve the issue or educate others or make a positive difference. You get more with honest sugar than spiteful vinegar. Stop taking things so personally. You have to go into any situation with positive energy in order to get it back. We are all human and allowed to make mistakes. We wouldn't need to be on this planet if we weren't. It
is ok for associates of a corporation to make a mistake. It is our job as consumers to educate them on what we expect and also for us to behave in that same manner to them no matter what.