Complaint Review: LensCrafters - Crystal Minnesota

I am sorry for your gift cert issue - however I would certainly look into state law and more importantly how these idependant od s are set up.

Maybe your definanition from the Webster is correct however in the state I am in - although they are under the Banner of Lenscrafters they are by law prohibitted from running the buiness as you say they can ( or should be able to do in your eyes)

In our state -the ODs run and operate their own buiness - and LC is governered by state laws on what they can and can not do together .

I urge u to take a harder look at state statue - since I know in CA - Lc and eye exam of CA and totally seperate and are not allowed to cross over at all

Sue, It is good to see an associate of this company that has a committment to customer service. I commend you for that. I will, however, respectfully disagree that the complaint should not be made to Lenscrafters. Although the "Independent Doctor's Of Optometry" located inside Lenscrafters do not work directly for Lenscrafters they do work under the Lenscrafters banner. Lenscrafters itself states the optometrists are "affiliated" with Lenscrafters. The legal definition of "Affiliate" or "affiliated" means a person that directly, or indirectly through one or more intermediaries, controls, is controlled by or is under common control with another person. These optometry businesses are under the control of Lenscrafters corporate entity and therefore Lenscrafters does retain some control and responsibility for the customer service they provide.

I am truly sorry for the experience you had at that particular location. I've handled a situation, much like yours, recently and because the amount for the refund was so great, I re-issued the customer another gift certificate for their glasses. That was the simple solution to where the company wouldn't take it unnecessarily. I'm not sure why those associates didn't retain the help of a manager. Most locations are filled with them. I am not one currently, but was for several years before demoting myself for personal reasons. I, personally, don't hold an entire company liable for an unfortunate experience at ONE of their locations. I'm sure if you spoke to the General manager or even their boss (Regional Director of Operations) that this matter will be straightened out and those associates will be coached on proper policy. I do apologize for the experience you had and know they can fix it whether you wish to return or not. P.S. Contact lenses are purchased through an independent doctor of optometry and not Lenscrafters. Lenscrafters, by law, can not sell contact lenses. Here in California, we have Eyexam of California inside the location. I, as an optician, can sell you contacts for Eyexam of California. Our (Lenscrafters) policies are not the same as those implied by the office our Optometrist. We can not adjust or re-use your money towards anything but your contacts or exams. Eyexam of California does not issue Giftcards or certificates, so you would not be allowed to use them on your contacts or exam. **Two very seperate companies by law** Your complain shouldn't be directed to us based on that fact, but I could be totally wrong because the lawa may be different in Minnesota.

First, I will say, as a former Lenscrafters Employee, I despise the company and their lack of customer service. Things I have first hand knowledge of. As to the Gift Certificate. Gift Certificates and Gift Cards have become a widespread, profit generating tool in the retail industry. The certificate when purchased for a chain store, like Lenscrafters is indicated as a "sale" for the particular store, padding the bottom line for the store. Retailers count on the fact that a large percentage of gift certificates are never redeemed, or not fully redeemed. Commonly: 1. Gift certificates are not refundable. 2. Gift certificates are not considered "cash" for the purposes of receiving change from a transaction. Many retailers will offer lower value certificates as corresponding change, but just as many do not, forcing a purchase in the entire amount. 3. Gift certificates/cards often have expiration dates and/or value loss provisions (a monthly fee decreasing the certificate/card value if unused). Retailers reported 55 Billion in gift certicates/cards sold in 2004 with 10% going unused before the expiration date. About a dozen states have enacted legislation to regulate the way a retailer handles gift cards/certificates.. You may want to inquire with your state representative to determine if Minnesota has done so. You may also want to write a letter to corporate advising them of the incident and your displeasure with your treatment: LensCrafters, Inc. Attn: Customer Service 4000 Luxottica Place Mason, OH 45040-8502