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Thread: Lenscrafters return policy...am I a potentially bad customer?

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    Lenscrafters return policy...am I a potentially bad customer?

    I bought some glasses from Lenscrafters, about 3 weeks ago and now wish to return them. (Everything's fine, technically. I found an almost identical pair at a local independent for about 1/2 of the price, with another chunk taken out by insurance - in total, about 1/6 the price of my Lenscrafters glasses, with hi-index plastic, instead of poly. I like the clarity of the hi-index plastic, over the poly (A little distorting!). My script is OU -5.25, by the way.)

    In general, how hassle-free is their "30-day - No ifs, ands, or buts!" return policy? I feel like the evil customer-from-hell, but I'd rather not keep these glasses, now. (Of course, next time, I'll weigh all of my options BEFORE making a purchase. :) )

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    Master OptiBoarder LENNY's Avatar
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    Big Smile

    :D Before, Before, Before!



    An Evil customer to the Evil Empire:D !!!!

    Unfortunately I think you CAN get your money back!

    I hope at least you can prepare the speach!

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    Paper Shuffler GOS_Queen's Avatar
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    Junebug -



    I work for LensCrafters. It's really true that you can return your glasses within 30 days. It really should be no problem.

    Best Regards -

    Karen

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    OptiBoard Professional Ryan's Avatar
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    Quote Originally Posted by Junebug
    I bought some glasses from Lenscrafters, about 3 weeks ago and now wish to return them. (Everything's fine, technically. I found an almost identical pair at a local independent for about 1/2 of the price, with another chunk taken out by insurance - in total, about 1/6 the price of my Lenscrafters glasses, with hi-index plastic, instead of poly. I like the clarity of the hi-index plastic, over the poly (A little distorting!). My script is OU -5.25, by the way.)

    In general, how hassle-free is their "30-day - No ifs, ands, or buts!" return policy? I feel like the evil customer-from-hell, but I'd rather not keep these glasses, now. (Of course, next time, I'll weigh all of my options BEFORE making a purchase. :) )
    I have a store inside a mall with a LensCrafters. There return policy is hassle free. The will refund your money within 30 days. I also have a friend that works at a LensCrafters, and believe me, people do return them and that is their policy. So don't be afraid, just tell them and they will refund your money. It is nice to see a consumer weighing all of their options and making an informed decision on their eyes. Good luck and let us know how it turns out.

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    Now you know the truth about Lenscrafters and how advertising can make things seem better than they are.

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    I returned them...no problem. That was easy!

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    Master OptiBoarder karen's Avatar
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    Junebug, if you don't mind my asking, why did you choose Lenscrafters to purchase from initially? And was the place you ended up purchashing from an independent optometry office?
    Let the refining and improving of your own life keep you so busy that you have little time to criticize others. -H. Jackson Brown Jr.

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    Snook Fishin' Optician Specs's Avatar
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    What a ridiculous policy. What other custom made product that the consumer chooses is returnable for no reason other than "I changed my mind"? The hearing aid business will attest to the misery that their retun policy has done to their industry. Do we really want to follow that poor example. In an era where we are trying to increase our professsionalism why resort to hard core sales tactics. We're finally realizing our services are worth money, we now actually charge for repairs now. Is the consumer not responsible for their own decision making? So maybe I should be able to hire a house painter, I choose a color, the painter paints it. I pay for it. Then 25 days later I can call the painter and say "I'm not in love with the color. Come out and re-do the entire job in another color for free." I don't think so.
    Are we a profession, or what?

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    Manuf. Lens Surface Treatments
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    Big Smile Bring em back for refund................................


    Snook Fishin' Optician

    What a ridiculous policy. What other custom made product that the consumer chooses is returnable for no reason other than "I changed my mind"?
    I just love your remark, part of which is in the above quote.

    Glasses have been made, sold, paid, and if the girlfriend of the buyer say's, I dont like them he can bring them back and get a full refund.

    If a comapny can afford to to that, it is calculated into the selling prices, lets be honest.This means the one that is not returning is paying for the one that is.

    Opticians have also this non adapt wareranty bu the manufacturers of progressive lenses, which do NOT cost one penny less than a single vision lens to manufacture, but costs a lot more to the optician, but has a return warranty.

    Why not go back to basics...........pay and buy wharever you want or need and no returns when made specially for you and we all will see prices drop like a rock in the water. :D

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    Chris,

    As I was preparing my reply you beat me to it.

    Lenscrafters has this return built into their price structure. I seem to recall that the percentage of returns is under 5% (correct me if I am wrong). With their pricing they can afford to give this generous return policy. Also, from a pyschological point of view, a company willing to give a 30 day refund appears to have more confidence in their end product in the consumers' eyes. When I was in practice I gave a 30 day exchange policy. Also, if a customer was able to find the eyewear for less I would give them a store coupon towards their next purchase. In most cases the customer was quite happy.

    Doc

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    Manuf. Lens Surface Treatments
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    Customer alway's pays...................

    Quote Originally Posted by DocInChina
    Chris,

    In most cases the customer was quite happy.

    Doc
    Doc, you are right................the customer always pays for what he gets

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    OptiWizard ksquared's Avatar
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    It's Junebug who bought from LC's

    Junebug:
    I bought some glasses from Lenscrafters, about 3 weeks ago and now wish to return them. Everything's fine, technically. I found an almost identical pair at a local independent for about 1/2 of the price. (I feel like the evil cusotmer-from-hell.) I returned them...no problem. That was easy!

    I have to ask – how many of you “Independents” would have let a customer return their glasses for a full refund when technically there was nothing wrong with the glasses. Instead the customer just happened to find them “cheaper” somewhere else and decided they wanted to change the material used? Not to stick up for the “evil” empire, but I do have to give Lenscrafters credit for providing excellent customer service.

    Junebug - Evil customer from hell? No, but it does sound like you may have felt a little guilt and perhaps responsibility for your decision to purchase form Lenscrafters in the 1st place and than want a refund when you found them cheaper somewhere else. You did after all agree to pay a certain price for goods that were delivered as specified. But aren’t you glad Lencrafters still plays by one of the old rules where the customer is always right regardless and has such a great return policy. Even if all of the other Lencscrafter customers actually end up paying for your “change of mind”.
    Last edited by ksquared; 02-21-2005 at 09:04 PM. Reason: those spelling errors, the bane of my exsitance

    Debt Crisis 2011: All the ostensible nobility in the world notwithstanding, we have run out of other people's money to spend.

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    As to this young lady being a bad customer: A girl can say no up to consumation, after that she should live with her situation.

  14. #14
    Pomposity! Spexvet's Avatar
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    Quote Originally Posted by Junebug
    I found an almost identical pair at a local independent for about 1/2 of the price, with another chunk taken out by insurance - in total, about 1/6 the price of my Lenscrafters glasses, with hi-index plastic, instead of poly.
    Junebug,

    Please spread the word! I try to tell my patients this, and they think I'm giving them a line just to make a sale!

    Thanks,
    Spexvet
    ...Just ask me...

  15. #15
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    Quote Originally Posted by Spexvet
    Junebug,

    Please spread the word! I try to tell my patients this, and they think I'm giving them a line just to make a sale!

    Thanks,
    Spexvet
    My city does not have a Lenscrafters. One day a good customer's daughter came in looking for glasses. She is about 20 and her friend was with her. He friend told me that she is going to Winnipeg to purchase her glasses, because it is cheaper there. Being to Winnipeg several times I was familiar with the market and asked her where she is getting these really inexpensive glasses from, and with a smug look on her face she said "Lenscrafters."

    Considering that the chain sells their Featherweights with AR for $100 more than most places sell Airwear Aspheric Crizal Alize it was interesting that people do have the perception that they are saving money there. I find it unique that I am not the cheapest place in town, yet still realitively less expensive than the Ol' LC, yet people think they are really getting a deal.

    LC does a great promotional job.

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    Quote Originally Posted by For-Life

    LC does a great promotional job.
    Let,s not forget..........they have to. Situated mostly in expensive locations within shopping centers where you not only pay a high rent but also depending to the deal have to remit 10% to 20% of your gross revenue.

    In the old day's there was an international rule of profits for optical stores. I dont know if it still applies and it would be interesting hearing from other optiboarders on this subject:

    In order to be a somehow proitable optical retail operation you had to sell a minimu of 3 pairs of new glasses per day per employee, which included the boss or manager including lab employees, secretaries and even the cleaner of you had one.

    Maybe todays sales ahve to be higher and maybe lower, would be interesting to hear some other opinions.

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    Quote Originally Posted by Chris Ryser
    Let,s not forget..........they have to. Situated mostly in expensive locations within shopping centers where you not only pay a high rent but also depending to the deal have to remit 10% to 20% of your gross revenue.

    In the old day's there was an international rule of profits for optical stores. I dont know if it still applies and it would be interesting hearing from other optiboarders on this subject:

    In order to be a somehow proitable optical retail operation you had to sell a minimu of 3 pairs of new glasses per day per employee, which included the boss or manager including lab employees, secretaries and even the cleaner of you had one.

    Maybe todays sales ahve to be higher and maybe lower, would be interesting to hear some other opinions.
    I think today the market is more diversfied. Take a high end store (and I mean really high end) they do not really need to sell a lot. Maybe one a day to break even. Where a low end store would need to really rely on the volume.

    It will be interesting to see if it stays like that over the next 10-20 years or if it goes in one of the two directions.

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    Our lenses are non-refundable.

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    What's up? drk's Avatar
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    Lenscrafters' positioning in the market is unique. They do not (generally) seem to be positioning themselves in relationship to their competition.

    They don't say: "We're cheaper"
    They don't say: "We're better"
    They don't say: "We're friendlier"
    They used to say: "We're faster" but they don't seem to emphasize that any longer.

    Their message seems to be (these days), simply: "We're HERE, and you should come to us!" They don't make many promises, but they do offer that return policy and generally quick turn-around time.

    My thinking about why places like that succeed: It's easier to go there, in the consumer's mind, and they have a point:
    1.) "I know where the mall is"
    2.) "They are always open"
    3.) "It's not as intimidating as a "real" optical"
    4.) "I know the name (brand recognition), therefore I feel comfortable about dealing with them.

    PLUS, they perceive, incorrectly:
    1.) "I'm sure they're cheaper than one of those "real Dr.'s offices"
    2.) "They will have the latest fashion, since they're in a mall"

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    Well the new thing I really see on this board is a consumer will curse us out for this or that and say that they have checked us all out. When they went to Lenscrafters...

    Then I stop and say - but I am not Lenscrafters, so how can you attack us?

  21. #21
    That Boy Ain't Right Blake's Avatar
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    drk,

    LC's new motto is "You'll See. We're Better". This replaces previous references to one hour service.

    Brand recognition is a big part of it I'm sure.

    The BAD customers aren't the ones who take advantage of the posted return policy... they're the ones who demand a refund after 18 months when the glasses don't withstand the weight of their wife's back side. That's when the ol' customer service baseball bat is needed. :bbg:

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    We've sold 6 pairs of glasses to folks that FIRST purchased glasses from LC! Some took the LC glasses out for a "test ride", decided they liked the glasses, but not the price, and then bought new specs from us once they returned their purchases. I still think it's idiotic to adviertise the policy so heavily. I think it has a lot of people second guessing their purchases. Oh well!!

    Our policy is: We custom make the glasses to your Dr's. Rx,if you want a different pair, you're free to buy more than one. If you don;t like them, get a new Rx from your Dr. and we'll make the change. We won't give the store away as a marketing gimick.

  23. #23
    Master OptiBoarder
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    You made your decision to purchase glasses where you wanted to. This is between you and that company. I suggest that you contact them and do not request us to play arm chair quarterback. If I make a decision on any consumer good, I take responsibility for my action. You need to do the same.

    If you have a problem it is not always the practioners fault. Some people decide they want something and expect great performance although they are not willing to pay the price. Don't think so...it is not out there. In regards to lenses, it is like comparing an Escort to a Lincoln or a Volkswagon Bug to a Mercedes. That is your decision and hopefully you have selected a practioner that has scruples to enlighten you about the technology out there and is not basing their decision on best pricing for their bottom line.

  24. #24
    Master OptiBoarder rep's Avatar
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    Sorry Guys and Gals,

    Something is rotten in Denmark here.

    I could see a 20 to 30% price difference. But 80% cheaper?

    Come on. Give me a break!

    How many on this board would sell -5.25 sph's in High Index 80% cheaper than Lenscrafters?

    There has to be a difference in frame cost too.

    Rep

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    Master OptiBoarder karen's Avatar
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    Quote Originally Posted by drk
    My thinking about why places like that succeed: It's easier to go there, in the consumer's mind, and they have a point:
    1.) "I know where the mall is"
    2.) "They are always open"
    3.) "It's not as intimidating as a "real" optical"
    4.) "I know the name (brand recognition), therefore I feel comfortable about dealing with them.

    PLUS, they perceive, incorrectly:
    1.) "I'm sure they're cheaper than one of those "real Dr.'s offices"
    2.) "They will have the latest fashion, since they're in a mall"
    drk, you are on the mark! I have 5 hours of ABO credits that VCA put together for us on exactly this subject. Beleive it or not, the capture rate of some offices lends itself to this phenomenon. Over 4 billion dollars a year is walking out of independent OD's and into retail chains. Some offices don't take the time when they have the patient to enumerate the options and get them excited enough about the purchase to stay there. Even the way the office is set up can work against them. This happens to be one of my big "soapbox" issues-being the granddaughter and daughter of an independent OD ( and an optician myself!) and watching how the industry has changed in the past 20 years makes me want to stand on a streetcorner with a bullhorn and set these confused consumers straight. Interestingly, Costco has now implemented a policy where if you are not ABO and NCLE, you can't work there. I am finding that lots of these places are getting better qualified people so we can't use that "we know more than they do" excuse anymore. Typically they always expect to spend less in those places and end up spending more than they would have if they had stayed with the independent (have stats on that but can't remember them!)
    Let the refining and improving of your own life keep you so busy that you have little time to criticize others. -H. Jackson Brown Jr.

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