J O
I went to Lens Lab Optical on 116th street to renew my prescription using my existing frames with new progressive lenses. Unfortunately, the experience became extremely frustrating and disappointing. When I first received the glasses, I immediately noticed the prescription did not feel properly aligned. My distance vision was blurry unless I pushed the glasses low down on my nose, and I had to look unnaturally far downward just to read clearly. In a normal wearing position, both near and distance vision were uncomfortable and distorted. I raised these concerns right away but was told to “give it two weeks” to adjust. After struggling through those two weeks with significant discomfort and difficulty seeing properly, I returned and explained that the progressive lens positioning appeared to be incorrect and likely set too high. The doctor then took additional facial and eye measurements and suggested adjusting my frames. I specifically stated that I did NOT want my frames altered because they were my personal frames, not purchased from Lens Lab, and I was aware their policy does not cover damage or liability for outside frames. Despite my explicit request, I was asked to wait in another room while adjustments were made anyway. When my glasses were returned, the frames had been bent upward in an attempt to compensate for the incorrect lens positioning. While the vision improved somewhat, the frames were no longer symmetrical or sitting naturally on my face. They were visibly distorted upward into an uneven “cat-eye” appearance, with one side noticeably higher than the other. I asked them to undo the changes, but the additional adjustments only made matters worse. At that point, I left extremely disappointed and upset. What frustrates me most is that this situation could have been handled honestly and professionally from the beginning. If they were unwilling to remake or properly adjust the progressive lenses while preserving my frames, I would have preferred they simply say so. Instead, my frames were altered against my wishes in an attempt to compensate for what appears to have been an incorrect lens setup. I rarely leave negative reviews, but this experience left me with distorted frames, ongoing frustration, and very little confidence in the care or communication I received. Progressive lenses require precision, and I expected a professional optical office to address the issue by correcting the lenses rather than altering my personal frames against my wishes. I left feeling unheard, dissatisfied, and now concerned that I may need to pay another provider to correct both the lenses and the condition of my frames. Based on this experience, I would strongly advise anyone using their own frames to clearly understand the risks before allowing Lens Lab Optical to perform adjustments or lens work.