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Lux Eyewear
Categories: Shopping Eyewear & Opticians Health and Medical Optometrists Eyewear & Opticians, Optometrists [Edit]
1805 El Camino RealSte 100
Palo Alto, CA 94306
(650) 324-3937
Announcement
You can now order contacts online! Go to http://luxpaloalto.com... to place your order today!
- Hours:
Mon-Wed 9 am - 5:30 pm
Thu 9 am - 7 pm
Fri 9 am - 5 pm
Sat 9 am - 4 pm
- Price Range:
-
$$$
- Accepts Credit Cards:
- Yes
- Parking:
- Private Lot
- By Appointment Only:
- No
- Wheelchair Accessible:
- Yes
Zoom Vision Care
Get 30% off your purchase at Zoom Vision Care
42 reviews for Lux Eyewear
Review Highlights
42 reviews in English
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Review from Debra T.
1/14/2012 3 photos
Five stars all around for amazing customer service and a huge, luxurious selection of eyewear! All my favorite brands of eyewear like Chanel, Tom Ford, Fendi & Tom Ford can be found at Lux.
I was looking for a specific Oliver Peoples eyeglass and although they did not have it physically in the store for me to try on, they were able to order my eyeglass for me from Oliver Peoples. The woman who helped me, Jennifer, made the purchasing process so breezy for me. No complications, no hassle. I told them I needed these lens, wanted this frame, shipped to this address and they did all of that. I couldn't be happier and will definitely return the next time I need new eyeglasses! -
Review from C H.
Palo Alto, CA
1/2/2012
(I started this review a long while back and am finally finishing it up...) First... Wow, what a fabulous selection of stylish eyewear. Great selection of designers, all laid out in lovely display cases.
But if the review is mostly about service, this place was truly weird. My experience started off wonderfully, and the ladies at Lux were oh-so-very-friendly and helpful. I tried on a pair of glasses and fell in love with them. There should have been a happy ending to this story: buy glasses and live happily ever after.
Sadly, that wasn't the case. Things didn't go smoothly, and I understand that, yes, mistakes do happen. It seems that the problem with my glasses caused some tension within the office - the person who placed the order for my glasses was not the person who initially helped me choose the frames - and there was some confusion...
And the service got a lot less cheerful. The staffer went from being warm and personable to being defensive and unhelpful, complete with an undercurrent of hostility thinly veiled with a fake smile and the veneer of near-politeness.
What made the situation worse was that the woman who placed the order blatantly refused to make eye contact the whole time I was in the shop. Considering that I was sitting near the middle of the long and narrow space, this was both comic and utterly awkward.
Bottom line: I spent over $600 for a nice pair of glasses that don't quite fit (I'm having them adjusted elsewhere) and really didn't need the snotty attitude when they needed to a little extra work. Sheesh. -
Review from Patricia V.
Mountain View, CA
12/16/2011
I've been looking for a new place for my eye exams that is closer to my job so when I have an appointment I don't have to travel so far/time off from work.
I stopped in here the other day for a quick minute to take a look. I've read the yelp reviews and I haven't quite decided if I want to try Lux or not.
I'm leaning more toward 'not' as this center has the snobbish, Stanford Shopping Center, Palo Altan attitude about it...That being said...
Yes, granted I grew up in Palo Alto and have worked my entire working career in Palo Alto my attitude is not one of being snobby, snewty, or uppity...can't stand those types of attitudes.
Who knows...I may or may not book an appointment.
Must say...it is a beautiful looking center on the corner of El Camino and Serra Way. -
Review from Carol M.
Los Altos, CA
2/9/2012
One star for their selection of attractive frames. The person that helped me initially was pleasant, though I had the briefest fitting for progressive lenses I've ever had. When I had a problem reading with the new glasses, I had to arrange to meet with the only one person who I was told could help me. Took a week to meet with her. She did not help. She tried to make flimsy excuses for the lenses, was rude and uncooperative. I had already paid for the glasses but will take them somewhere else to have new lenses put in. What an expensive mistake.
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Review from Clay B.
Mountain View, CA
1/21/2012
Outstanding customer service.
I purchased a pair of frames with lenses at Lux in September, but had to come back a few months later with an issue with my glasses -- some scratches in the reflective lens coating and the frames not being quite right.
No debates. No questions asked. Everything was made absolutely right.
I am a delighted customer and will return here again and again. -
Review from Madeleine U.
Stanford, CA
1/5/2012
Lux stands either for light or for luxury, and in this case, both. The store is lovely; the frame selection is fantastic; the prices are high; the salesforce is knowledgeable and polished; and the displays are shiny. But in this case you get what you pay for. I found the staff extremely responsive and helpful to my repeated requests for glasses adjustments and repairs. When I managed to accidentally melt the hard-coating off my glasses due to excessive zeal in my pursuit of cleanliness (word to the wise: do not use dish soap on plastics), they replaced the lenses for free even though they were no longer under warranty.
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Review from Jess C.
4/29/2011
This place is EXTREMELY snobby. NEGATIVE FIVE STARS.
I called to purchase a specific frame from them (lady, I'm GIVING you my money). She was unfriendly and sarcastic.
She had the nerve to imply that I am incapable of finding myself frames (I've been doing this for 20 years now), and after confirming that she could not get it in stock, she suggested that the frame I requested is inadequate and out dated.
I am APPALLED. -
Review from Stephanie K.
San Jose, CA
12/23/2011 2 Check-ins Here
Lux has a great selection of different brands and often has trunks shows in the store for more depth on certain brands. Staff there is very knowledgeable and has a good sense for what looks good on you, sometimes things you might not even consider. Haven't found them to be snobby at all. Love trying on a whole bunch of frames and whittling it down. As good as they salespeople there are, I recommend going with a friend whose taste you trust!
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Review from Ed Y.
Mountain View, CA
12/30/2011 1 Check-in Here
This place sucks. In the market for a couple of pairs of glasses. Stopped by this place since I read this place has a large collection of frames. Not bad but nothing impressive. What bugged me was the complete lack of service. I walked in holding my eleven month old. There were two staffs who were helping other customers. Neither one said hi or anything to let me know they saw me coming in. We stood there completely ignored for about five minutes before my wife asked one of them how long we should wait. We were told to wait until they are done. So we waited about ten more minutes and walked out. No one even blinked.
I understand they can be understaffed and busy. But no one can be busy enough to ignore a customer for fifteen minutes. Saying some kind of greeting and showing where we could wait comfortably is really that difficult? If so, perhaps these folks should be in another line of business where they don't have to be bothered with customers in the first place. Well you just lost one potentially very loyal customer. Your loss, not mine. -
Review from Shanna W.
Mountain View, CA
2/22/2011
snobby customer service.
I drove all the way down there (about 25 min. of driving each way) during my lunch hour to replace my nose pads, after waited for a while once I arrived, the first thing that came out of the lady was "you'll have to bring this to your optical shop where you got the glasses from". I said "would you be able to adjust it so it is not so tight on me", she said "you should go back to your original store where you got the glasses from". -
Review from Erwin H.
Palo Alto, CA
5/19/2011
I've bought two frames and my third one is on the way. Lux sells "rock solid" products, meaning if you take care of your glasses they will last a long time. Yes, it's upscale, but think about it, the frames are on your face and play a key role in helping you see the world! What better place to spend a little more money for real quality than one's vision?
Sueann and her staff are first rate and always polite. The fact that Lux is so busy now is a key indicator of their success. It could be wise to call ahead for an appointment.
They get 5 stars, hands down. -
Review from Eric E.
Cupertino, CA
1/18/2011 2 Check-ins Here
This store carries a variety of designer frames. The sales folks were pretty friendly and provided assistance when needed. I liked how they were courteous and gave me space when I was trying the demo frames. Eventually, I made my purchase for a new set of frames. The salesperson even mentioned she would try to rush the delivery ASAP. To my surprise, it was ready for pick up, a few days before my holiday vacation!
Some stores are really dark. If lighting is bad you can't see yourself clearly. This place is the opposite. Many windows so during the day time you are able to see your complexion clearly on the mirror. -
Review from M L.
Fremont, CA
Updated - 3/25/2011
A very long update but hopefully worth a read :)
After Lux Eyewear saw the review, they called up all apologetic and wanted to make amends. First step? To get an eye exam to confirm my prescription and they will remake my lenses for me. However, all the year end holidays, I didn't manage to make it to my eye exam until some time in Jan. In the interim, I took my glasses somewhere else and the optician was able to diagnose the problem right away - the nose bridge was way too low so the glasses sat too near my eyes hence straining my eyes. They were able to build a higher nose bridge and viola, I have no problems with my glasses anymore.
So I finally made it to my eye exam and confirmed that my eye prescription is the same and has not changed. I felt that this proved me right. Since my prescription is good, my glasses have been fixed, there was no need for me to head back to Lux Eyewear. I was not looking for a freebie, to me, this incident was over and done with, I have moved on!
During my eye exam, I got contact lens fitted as well and had to head back for a follow-up check-up in March. This time, Lux Eyewear came over again and wanted to make amends but I don't need anything. After my contact lens follow-up, my optometrist printed my contact lens prescription and Lux Eyewear offered to fill my prescription at no cost! I was gobsmacked! As they were writing up my order, I saw a pair of Judith Leiber frames sitting on the counter and lamented that I had a pair that I stepped on and broke. They then said that they could repair it! Wow! I like that since I love my Judith Leiber alot! I said I will take it in when I pick up my contact lens. I also inquired about how much will it cost to replace the lens since they were really old and they said they will take care of it!! I was utterly surprised and very appreciative to say the least.
So they gave me a 3 months supply of Ciba Vision Dailies. Very nice indeed. My Judith Leiber is now in their hands and waiting for new lenses. Despite what I said earlier about crappy after service, I am glad that they made such an effort to make amends. In my opinion, they have gone over and beyond.
That said, I wish that everything was done right from the get go and they didn't have to make amends but what's done is done.
THANKS LUX EYEWEAR for making things right!1 Previous Review: Show all »
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11/9/2010
HORRIBLE AFTER SERVICE. They wouldn't fix my lenses. My eyes felt really strained whenever I wore… Read more »
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Review from Hiro K.
San Jose, CA
11/12/2010
Fantastic store. Note: if you're looking for a bunch of discount frames, this is the wrong store for you. That being said, everything from the service, professionalism, products, to the shopping experience was completely in line with the expectation from the price tag that came with it.
I'll break down in steps my impressions with Lux Eyewear.
1) Friendly atmosphere upon entering, not the glitzy LV/Gucci store flashiness that I was half-expecting from the name, thank god.
2) Even friendlier staff. I have a wider face so not too many frames fit, and Rachel took me to every (EVERY) single cabinet to see the ones with good comfort. I had over 30 glasses out and they were still looking for other pairs that might work. Completely patient and concerned with your search.
3) Dr. Debbie Chung was extremely helpful and professional. No issues at all with the eye exam.
4) Good selection of unique, quality glasses. They're not your LVs or Chanels with the belt-buckle sized logo, they're more understated, intelligently designed, aesthetically pleasing frames with quality components. I came in looking for Oliver Peoples and left with IC Berlins (first time I found out about the brand).
5) I liked the IC Berlins during one of my first visits, but this is what amazes me, is that the lady said they will get more shipments in several weeks so I should wait to choose the one I want from the bigger selection. Now I'm in sales, so I know that it requires significant confidence in your product and your service to tell the customer to come back for the better selections, when they can basically close the sale NOW (mind you, pricing is same for every single IC Berlins). Furthermore, it shows you how much emphasis they have on customer satisfaction. As a result I came back weeks later to a far larger selection, more colors, and finally my new pair of ICs. :)
6) Everything was professional, they made sure to call me to notify me of the glasses being ready (several days earlier than stated).
It sounds like some others had bad experiences, I just didn't see a shred of indication in the 2 months and 3-4 trips I made to the store to find my perfect pair. -
Review from Guillaume C.
Seattle, WA
3/20/2010
Called them to get an estimate on lens replacements for my glasses. Refused to do this over the phone.
Walked-in to get the estimate, the person I worked with assumed I was going to buy even though I did not suggest it.
On lenses, their price was approximately 50% more expensive than For Eyes optical in Town & Country.
Overall, not impressed. -
Review from Jason M.
El Granada, CA
6/14/2009
I'm always interested in new, European styled frames and first went in to Lux as I'd heard from a colleague that they had a really great selection of not so "basic" frames. She was absolutely correct. Not only do they have a great selection of very "cool" frames from some of the best French, Italian and Japanese designers, they're also more than happy to do some custom work.
So, not the cheapest place in town, but MUCH better quality frames than the mall shop, a far greater number of options in both frames and lenses and Sueann, is the most knowledgeable and customer friendly optician I've ever met. She's all about making things happen and making sure the customer is completely satisfied!
Kudos, Lux. Well Done! -
Review from Janey L.
Palo Alto, CA
3/26/2010
My last optometrist was a yelp fail.
Horrible.
Fortunately, I was able to find this place...also through yelp. Redeemed?
Dr. Chung is great, as is Rebecca in the eye wear department.
I got my hard contacts (gas perms) here and they were custom fit. They didn't fit quite right the first time, but Dr. Chung was very patient with me and worked with both right and left lenses to fix, send back, and made sure I was absolutely comfortable with my lenses. After, I think 4 or 5 fittings, I have the most comfortable hard lenses. Just like my old ones!
Dr. Chung never made me feel guilty or gave me any sign of negativity towards my picky attitude. But, hey, they're my eyes, my only pair. I have to picky.
Dr. Chung even gave me a bunch of daily disposable soft lenses when she found out I was going to be in Mexico. She didn't want me to have an eye infection from rinsing my hard lenses in the Mexican tap water.
They even offered to adjust my glasses I got from my old optometrist. I never went back to the old place, even for adjustments, that's how much I did not like them.
Rebecca was able to get the glasses to fit on my small non-existent nose just right. She also told me that the optometrist I saw last shouldn't have let me get these glasses as the frame is too small for my face. But, Rebecca worked with the glasses the best she could.
Unfortunately, the lens coating melted for some reason during the tweeking/cleaning process. Rebecca claims the older place used a cheap substitution for the coating. So, my lenses were ruined and I was a bit frustrated.
However, Rebecca was so apologetic and felt so bad about it, she had my lenses replaced with my updated prescription and new coating I just got from Dr. Chung!! All free of charge!
Can you ask for better service? I think not.
These people are great. Rebecca even recongnizes me when I come in and she knows my voice on the phone. And I've only been there a few times.
Great place. Friendly, responsible staff. -
Review from Jane T.
Palo Alto, CA
Updated - 8/30/2011
They sold me a frame that would not work for my new prescription and then told me later after i bought them that they wouldn't work. They then refused to adjust my next frame. They are very snobby here and always make us rush.
1 Previous Review: Show all »
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4/15/2011
They have some frames that you can not find in the area, but a very limited selection. I have… Read more »
Comment from Thomas T. of Lux Eyewear 4/15/2011
Thanks for the review! All of our work is either done in… More » -
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Review from Harjanto S.
San Carlos, CA
3/2/2011
They have a nice collection and the staff are very helpful. Sueann helped me and got my glasses done even after hours while I waited.
Then I came back for some adjustments and she did a fantastic job - now my glasses fit perfectly!
I Definitely recommend this store! -
Review from Mamei S.
Palo Alto, CA
12/5/2008
I originally came here because it is attached my eye clinic/ophthalmologist. I was quite indecisive about new frames, and ended up both keeping my current ones (with new lenses), and spontaneously purchasing a second pair as well.
Overall, the selection is good, and the pricing is pretty good (I haven't the faintest clue if different stores price frames differently). However, the key to note is that the customer service here is great! I interacted with both Justin and Sue-Ann, and had very positive experiences each time. Sue-Ann was patient in helping me trying to find frames that fit my face and my price range, and wasn't at all pushy when I decided to come back later. After being indecisive on the frame and deciding stick to my original ones, Justin offered to put my lenses into my existing frames himself so that I could hold onto my current glasses for the week that it would take to make the lenses. He called promptly to let me know when the lenses had arrived, and after putting them in, I noticed he even tightened the screws on the sides, as they had gotten loose. Attention to detail!
I definitely wouldn't have gotten the second pair had my experience (and the price after insurance) not been so positive the first couple of times I went in. Plus, a girl can never have too many glasses, right? (or maybe that's shoes... :P) -
Review from Jeffrey C.
Menlo Park, CA
Updated - 4/1/2011
Another 5 star review for Lux. I had broke one of the arms on my glasses and they worked with the manufacturer to replace it free of charge. My glasses are beyond the warranty period. Great customer service!
2 Previous Reviews: Show all »
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12/27/2010
An update on these glasses about 2 years later.
There was some yellowing developing and a strange… Read more »
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Review from Caitlin H.
CA
12/12/2010
I am 100% satisfied with my experience at Lux Eyewear. I got a new pair of glasses there recently and was extremely pleased with the customer service and the selection at the store. Sueann helped me choose a pair of frames. She had great advice and worked well with my preferences to choose options. The glasses were ready within a few days, and I've been very happy with them.
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Review from Gregory F.
Mountain View, CA
7/2/2009
Everything about Lux Eyewear is fantastic: the store, the selection, the service, and the staff. Lux has a nice selection of high quality, fashionable frames and sunglasses. But, what really sets them apart is the impeccable service. Sueann is personable, professional, patient, has an amazing eye for detail, and provides outstanding personal service. She makes buying eyeglasses fun and effortless (taking care of the insurance, etc). Her perfectionism, my perfect eyeglasses.
I have purchased two pair of eyeglasses, my wife one pair, and our daughter had her first eye exam. All of us are satisfied customers. We are happy to find an optical store where we feel so comfortable and appreciated. It's a pleasure to shop there. -
Review from E Z.
Mountain View, CA
Updated - 9/19/2011
Shortly after I posted this review, I received a very nice e-mail from a company problem solver who settled the problem by implementing intensive training and reevaluating to the staff to rectify the situation,replacing the glasses that I had problem with. I suggest you consider Lux as a middle-man instead of a direct vendor as SB price wise, taking consideration of the convenience of location, repair and adjustment (Lux offers one year warranty towards scratches and prescription changes according to my situation - I have two kids who both wear glasses at very young age 4 and 1). Also you may consider ordering standardized glasses/frames from vendor but using professional services/products towards your higher demand or non standardized glasses at Lux. Sueanne is truly amazing at helping find out frames and lenses that well met my needs.
1 Previous Review: Show all »
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8/4/2011
The receptionists at Palo Alto Eye Group (together with Lux under same owner) is RUDE and arrogant!!… Read more »
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Review from Yoshi O.
Menlo Park, CA
3/30/2011
Sueann M. has become my go-to person for glasses. I have had a total of 4 pairs of lenses made at Lux. The beveling on the lens on the latest pair of glasses was a little off but Lux had them remade with a perfect pair of lenses, no questions asked. Sueann asked me about my sunglasses and when I told her that the lenses became scratched from regular use, she had new lenses made for them - and these lenses were made at another store! How's that for service? I heartily recommend Lux for your eyewear needs for their selection of designer frames and above all, their service.
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Review from William S.
San Jose, CA
1/19/2011
Sueanne is AWESOME! Thanks
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Review from Brandon R.
Palo Alto, CA
6/9/2010
I went in looking for Oliver Peoples and I left with a smart pair of Tom Fords. Excellent selection, courteous and prompt service, and fashionable frames. I highly recommend this place if you are looking for top-notch service and top of the line frames. Rachel was incredibly helpful and she provided honest and frank advice. If you are going to buy new glasses, you might as well look good in them.
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Review from Greg B.
Menlo Park, CA
11/30/2010
I have long appreciated Lux Eyewear for their great selection of frames and their outstanding customer service. They are always glad to adjust temples or frames whenever they need it... free of charge. With the last pair of prescription glasses, the staff recommended scratch-resistent polycarbonate lens. I took their advice and I'm sure glad I did. I recently dropped my glasses into a pile of branches and twigs I was gathering up from the garden. The glasses got thrown into the garbage can, and to make matters worse, I jumped on the branches to compact the can to the fullest extent. When I realized the glasses were gone from my pocket, I was sure the glasses were ruined. Amazingly, there is not a single scratch or blemish on the frames or lens. Believe me, it was well worth the small extra fee for the better polycarbonate lens. This company is the best!
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Review from Philip K.
San Francisco, CA
10/20/2010
I live in the bay area but bought new glasses at a store in NYC. Wore them for 2 weeks and they were killing my ears. Brought them to a few places for adjusting, nobody could make it better. That is, until I went to Lux. They fixed my glasses & now they feel great. I offered to pay for this service and they declined. Thank you Lux!!
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Review from Glaciala A.
Providence, RI
4/25/2009
The staff are really great and helpful. They are really patient and will help you pick out a pair of frames that match your facial structure. Lots of high-end styles, but they also carry some frames that are on the cheaper end of the spectrum. Great store layout and quite a large selection in comparison to the other stores in Palo Alto/Stanford area.
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Review from Notorious B.
Palo Alto, CA
9/11/2009
I had gotten a pair of ic! berlins here at Lux using my Vision Plan only to promptly lose them to the Big Blue god named the Pacific Ocean thinking I could jump over its waves (i'm not too bright). I went back to Lux to get another pair and found that my Vision Plan Not wouldn't pay for new ones since I was so close to getting the original pair. Dustin helped me last time and he was great (too bad he left) but fortunately Suann the Angel was there and heard me lamenting. She gave me a discount which was very generous of her. So I got another pair of ic! berlins in less than 48 hours. Awesome place but a bit pricey (but what do expect for funky frames?). The service and selection are great.
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Review from bob d.
San Francisco, CA
1/10/2011
They won't help you and be rude if you're not a customer. New customer do not try this place. I hate this kind of attitude..
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Review from Maryellen B.
Palo Alto, CA
1/17/2011
Best selection of designer frames and honest sales people with great taste. They asked me what my activities I enjoyed and helped me choose flattering sunglass frames for my face. They set some aside and let me take my time in choosing. She was also kind enough to write down the model numbers for me too.
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Review from a k.
San Jose, CA
9/22/2010
lux eyewear contrary to what people is simply terrible with selection and style. if they dont have a frame in stock they charge you $25 to order it, the service is terrible and dont ask them to take something back. They are overpriced to pay for that real estate and open limited hours at best. Be prepared to waste alot of time there and doubt you'll find what you want. I read all the high reviews and was expecting much better and am sadly disappointed to say the least.
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Review from John T.
Palo Alto, CA
9/7/2008
Lux is a very nice store with a broad range of premium glasses. The staff is very knowledgeable and helpful. I went there to get premium lenses as I found there really is a difference between what the chains carry and the top lenses. In this process, I discovered I needed progressive lense and they introduced to Shamir lenses and they are great.
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Review from K N.
San Francisco, CA
7/9/2009
Great selection and excellent customer service. I bought a pair of glasses that I was super excited about but they were defective. Dustin and Sue Ann have constantly been in touch, trying to amend the situation. This a great store.
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Review from w L.
Mountain View, CA
7/29/2010
They have a decent choice of frames here, and they carry a fair number of types of frames for children, which a lot of eyewear stores don't. The staff was knowledgeable, patient and helpful.
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Review from Rayme A.
Palo Alto, CA
5/13/2010
Went there for my first visit today and saw Dr. Chung who was very pleasant and thorough. The front desk was expedient and the eyewear department helpful. I may shop around because they seem pricey, but I am always shocked about how much frames are. I'm not giving it five stars because it was my first visit, Dr. Chung is only in on Thursdays and Saturdays and the prices seemed high, but they don't call it "lux" for nothing! :-)
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Review from Jill H.
Palo Alto, CA
7/7/2010
What am amazing place. I've been to many different shops looking for glasses and sunglasses but at Lux they were able to really look at what frame was best for my face shape. Sueann is amazing. Very understanding and listens to your concerns. She has a great eye for what style fits you best but does not try to oversell. They have the most amazing selection of modern frames. Would not go anywhere else.
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Review from jessica m.
San Leandro, CA
4/30/2008
Normally, I do not write reviews, however this experience is worth sharing. The service and product knowledge which I received at Lux Eyewear was like no where else. The woman and man opticians were very helpful; they took their time in helping me with my frame selection, and showed me a range of frames, as well as the differences in quality. Lux Eyewear has the latest and greatest in fashion and technology. The free form lenses which I was fit with was like looking through a brand new set of eyes. I ended up choosing a Chrome Hearts and a Tom Ford for my frames. I was able to see like never before, and completing grateful for the great service, fashion, and optical experience! I recommend Lux Eyewear to everyone for eyewear. For those of you who love fashion, this is the place for you, and those of you who love advanced technology, this is the place for you!
