JINS Valley Fair - Santa Clara, CA

Kathy T.

Throughout the last 5+ years, I’ve always enjoyed getting my glasses from JINS. They have great frame options and the prices were decent back then. However, over the years I’ve noticed that the prices have hiked up a bit and the service is not what it once was. Super busy but lack of people on the floor to help move the queue in a timely fashion. Bought 2 pairs of glasses with different prescriptions and somehow they swapped the frames and the lenses and when I pointed it out, they further complicated the matter by trying to say that my doctor prescribed me the wrong prescription… I had to reiterate that the prescriptions were correct and it was a mix up and their end. When I went to pick them up 2 days later, I had to wait 40+ minutes because there was only 1 employee working the pick up station and because there were so many orders they had in the back, they couldn’t find my order. The customer in front of me also had the same issue of having his glasses misplaced due to their lack of organization. Overall, I understand that they’re busier during the holidays but if that’s the case, they should be prepared to have a better pick up organization system to prevent this issue. Overall not a great experience and I think the customer service could be better. Not sure I’d consider going back in the future.

Chuan S.

bought my last five pairs of glasses here and very smooth. Yes you wait but it's first come first serve. Came again for a new pair today. They made the order and pickup process extremely confusing and inconvenient with this new line system. you need to use your smartphone to get a number to order a new pair, and then when you pick up you have to use a vendor machine to get another number to wait in line for adjustments. there is no sign telling you about the process and i figured out after waiting inline for 15 min. they advertise you will get a new pair of glasses within 30 minutes. it took me 2 hours because of this new system. The funny thing is the staff (i think her name is Alycia or something) who told me to get a number then helped someone who also picked up the new glass he just bought without a ticket. Very unhappy and will report to their management separately.

David C.

Went in person last week to buy glasses. There was a long wait time (~1h) and by the time it was our turn they said they would have to ship them as they would be closing before the workshop team could prepare the glasses for same-day pickup. Fair enough, we gave our shipping details expecting to have to wait a few days which wasn't ideal but not an issue.

1 week later we still don't have the glasses. Unable to contact them after trying to call several times. Finally, get through to be told that they were mistakenly put in the pickup pile and never shipped. They confirmed that the order had a note on them saying it should be shipped.

A really terrible experience and nothing was done to make up for the situation and having to wait 2 weeks after going in person for same-day collection is something else lol.

Michelle P.

They took a month longer than they claimed it would take for the glasses to come in, and when I came to pick them up, I stood at the front desk for 10 minutes before someone acknowledged I was there. Once I got them, I felt like I was hassling the person when I asked to help me get them fitted. Overall pretty poor customer service, wouldn’t buy from them again.

Thao N.

Pre- and post-covid (maybe 1-2 years ago), there used to be staff on the floor, helping with answering questions, organizing the selection of frames, and the store actually seemed like it was taken care of.

Just last week, I went back to look at the frames to place an order, what I thought should be pretty simple turned into such a process. 1+ hour wait time for ordering/frames adjustment. Unhelpful and uninterested staff. Frames were dirty and scattered all over the place on shelf/table. Staff is dismissive and inpatient with general questions. Not sure if understaffing is the reason for all that, but that’s a problem anywhere nowadays…

If you don’t need quick turnaround time and already has an uncomplicated prescription, go to the store to find a frame you like and order online if it’s available. Just make sure you ask the staff there to get your “pupillary distance”. My online order was processed and shipped within the week.

If you need the frame same day or quicker turnaround time (though I can’t really speak to how fast this process truly is), you can grab a number in-store or join the queue online.

In store, there is a kiosk in front of the workstation. Online, there is a QR code on the frame that you can scan with your phone (this process is only practical if you’re already in-store to scan QR code from a frame, then make a return visit at later time. For first time visitors, not sure if there is a check-in webpage somewhere). It will take you to a website to check-in and give you a number. You can go shopping or eat in the meantime. You will get a text closer to when your number will be called. That same website can be used to check-in before you get to the store. By the time you get there, hopefully you won’t have to wait hours to be helped.

YuukikaIchigo

I loved Jins, but this new line system does not work. You need to get a ticket to be in line, but if you just want to swap your lens, you need a worker to request it because there's no option for the public touch pad. If you try to select glasses, it tells you to scan a QR Code for a new pair (which was not what I wanted to do). So I waited 1 hr in General Help ticket for the worker to give me a ticket for the regular line.

No I couldn't just ask a worker for help as there's no one on the floor.

Then I have to wait another hour to be seen. This is more than double what I used to wait when they just had 1 line (I used to wait 20-30 min). I don't know what they were thinking because the ticketing system doesn't make people leave and come back. We're all just hovering around the front, so it's messy.

Adam

Wrong Prescription, Incorrect Frames, and Terrible Service – A Complete Waste of Time

I had an extremely disappointing experience with this store. Not only did they provide me with the wrong prescription, but they also gave me the wrong frames. The entire process wasted my whole day, and the customer service was absolutely terrible. The staff was unhelpful, dismissive, and even humiliating at times.

I noticed that many other reviews mention similar issues, and I completely agree with them. It's baffling to me how this place has so many 5-star reviews because my experience was far from satisfactory. I would not recommend this store to anyone and will not be returning.

J T.

Probably the worst customer service I've ever experienced. If I could rate a 0, I would. I've called their number on 3 separate occasions during different hours of the day and all lead to no avail for an update on my order that was supposed to arrive days ago. My package somehow ended up several states away when I live 20 minutes from the store.