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Original Comment To Maribel Esquivel, Maricela Alvarez, and Lens Crafter at large I am writing to you as an extremely disappointed and frustrated Lens Crafters customer regarding my poor customer service experience. I just spoke with David at your Huntington Beach location and asked for both your emails so I could email you personally, but he stated you both did not have emails (hard for me to believe), but this is why I am resorting to Yelp. On 9/26/13, I came to your Huntington Beach branch and purchased new lenses at $288.99 from your store associate Malinda. This was the first time I had been to your location. My reason for choosing Lens Crafters was based on my first experience with the company approximately 7 years ago at your Montclair, CA, location where I purchased reading glasses and lenses and had NO issues with that pair over the course of 7 years. For your understanding, I had had an free eye exam at my health care provider on 9/26 and needed a new prescription, so I chose to purchase lenses from you based on my 7 years as a happy customer and your same-day, new lenses offer. To further note, over 7 years I've had adjustments at several Lens Crafter locations and NEVER had any issues. When I came to your location, I purchased the new lenses from Malinda ( To note, she was great and very sweet!). I even asked Malinda "Do you think my glasses will be okay?" as I understood your company isn't liable for the frames breaking if new lenses are put in. Her response was "I think they'll be okay because they are plastic frames." I trusted her assessment. I came back about an hour later to pick up my glasses. When I returned your store was completely understaffed and one of your female associates had to yell from her desk and ask a male associate to bring out my glasses. This man walked back and forth from a couple different rooms and finally emerged with my glasses and handed them to me. There was no mirror at the counter NOR was there an offer to have me take a look at whether or not my glasses were aligned. I had to ask him, "How do they look?" to which he said nothing and Malinda, who was with another customer, called out "they look great" so I left your location unassuming of any issues. However, when I get home, the glasses were crooked and drooping to the left. I returned to your store a few days later (perhaps 10/1) to have the glasses aligned. The same female associated who had to yell from her desk a few days prior to have my glasses brought out was the one to help me. She took my glasses, attempted to straighten them, but they were not straightened. She was very adamant that they looked fine, but they were still crooked. Ultimately, she had to have Auto from the back of the store come and help me. To note, you had engineering issues going on and had me sitting next to a man on a later who had the ceiling tile removed and was fixing something. NOT safe NOR very professional to have this going on during business hours and to have a customer sitting so close. Finally, Auto was able to straighten the glasses, or so I thought. By the next day, the glasses were again crooked; they had started drooping to the left. At this point, I was becoming frustrated and didn't have the time to go back in so I let a few days pass.... On 10/8 at 4:01am, I receive a generic email from Lens Crafters stating "We hope you are enjoying your new glasses ... if you have any questions, please do not hesitate to contact us. And remember, every purchase includes lifetime free cleanings and adjustments. We hope to see you again..." Nice email, but it would have been better if it were from from the store associates who actually helped, but I guess they didn't care OR they didn't have the time as they may have been understaffed AGAIN to follow up thoroughly... NOT very personalized NOR professional customer service.... On 10/8 at 8:57am, I responded to the email stating "I will come in today for an adjustment. My glasses are still drooping to the left." On 10/8 at 11:39, I receive an email from "Butch" stating "It would seem that an adjustment may be necessary in order to solve your problem..." On 10/8, I returned to the store and was again assisted by Malinda who adjusted the glasses till they were straightened. No construction going on this time... seems like things go better when Malinda is working BY THIS POINT, IT WAS MY THIRD TIME COMING BACK TO THE HUNTINGTON BEACH LOCATION. WHAT SHOULD HAVE TAKEN AN HOUR TO DO NOW SPANNED OVER 12 DAYS. On 10/9, I went to put on my glasses and the left arm fell off. On 10/13 at approximately 12:30pm, I returned to your store for the FOURTH time to have my glasses fixed. Joann first assisted me by telling me there was nothing she could do because my glasses weren't covered under warranty. I asked to speak with the store manager, but Joann stated she was not in. Maricela Alvarez, the licensed sales supervisor, spoke with me and told me there was nothing she could do based on the fact that my glasses weren't covered under warranty. She suggested that she could look around for another frame for me to purchase at a 50% discount, but when I said I wanted the same or similar frames to my glasses, she said she wouldn't be able to find my glasses because the product number on the inside of the arms was worn off (Of course it's worn off; the glasses are 7 years old and have been worn WITHOUT any issues over that span of time!). Furthermore, it is inaccurate that a national company of your caliber doesn't have the capability to reach out your vendors with a a description, picture, phone call, email, etc. to locate this specific pair of glasses or something similar. This was pure NEGLECT and lack of initiative to help. I asked for the store manager's phone number and left the store, as I wasn't receiving any quality help. I called Maribel's phone number on her business card and it is the general store number and Joann, the same lady who was helping me answers the phone. Don't you think if I asked for the store manager's phone number that I would want her direct number? OR if she isn't going to be in that day, to let me know when she will be in and available? Again, another disappointment in customer service. I asked for corporate's phone number. On 10/13 at 1:03pm, I called corporate and had a 16 minute phone call with a female associate who assured me that the manger of the Huntington Beach location would contact me within three days. I look forward to hearing from the manager within that time frame if not earlier. I am extremely disappointed and disheartened with my choice to do business with the Huntington Beach Lens Crafters. I am asking you to please provide me, at no cost, replacement frames of the same style or something similar. I am asking you to look past your policy, and understand my plight as a customer of yours for 7 years, and to focus on doing what is right by the customer. I have trusted in your brand and your ethical business practices, but am very unimpressed at your company's inability to provide professional service, personalized follow up, and your complete NEGLECT to properly handle my lens replacement, thus leading to they breaking of my glasses even after I continued to express my concerns as there continuous need for adjustment. What could have been handled properly was not. Please don't ask me to pay another $200 - $300 for frames that were purchased from your company, functioned perfectly fine for 7 years, but were mishandled by your Huntington Beach team. PLEASE ADVISE.

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