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Business Profile

Sunglasses

Oakley Inc

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Sunglasses.

Complaints

This profile includes complaints for Oakley Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

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Oakley Inc has 24 locations, listed below.

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    Customer Complaints Summary

    • 104 total complaints in the last 3 years.
    • 34 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/08/2022

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Order date nov 23 Price 120$ 50% off Oakley marked my item as in stock and status was shipped. 3 weeks later I am being told that there is no stock of the colour I chose for that model. Now they are refusing to exchange for a different colour stating that they are not the same price (because the sale is over). They want to refund me and therefore preventing me from taking advantage of their black Friday promo. They want me to pay full price if I want a colour they have in stock. Feels like a bait and switch...but taking my money for 3 weeks and not advising me that my item was not in stock. I had to call them to track my item to find this out....This isn't right.

      Business Response

      Date: 12/08/2022

      Hello ***************,

      We appreciate your continued loyalty. Please use the code below on your next online purchase to receive 50% Off (ONLY 1 Item up to $500). Valid until 6/30/23. Offer is not valid on clearance items, limited edition items, cannot be combined with other promotions/sales/insurance, and can only be used for purchases on our website. Other exclusions may apply.




      Promotional Code: AD1-7M66-MBPP-BRBW

       

      Thank you,

      Oakley Customer Resolution Team

    • Initial Complaint

      Date:12/06/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased my Oakley glasses on 11/17/22 for a prescription glasses. I received them on 11/29/22 after just a week my frames broke and the folding part just broke off completely. I went to my glasses place they said to file warranty with Oakley so I did. I filed claim three days ago. Finally got an email to log in about my claim. Was told my glasses were out of warranty. Website says 2yrs of warranty its been less than a month and Im out of warranty? Hows that possible. I spent over 170 on glasses that lasted less than two weeks of wearing and they wont cover it with warranty. Worst customer service Ive ever received. I sent a picture of my receipt as they requested shows the date of purchase. First and last time I purchase a product from this company.

      Business Response

      Date: 12/06/2022

      Hello *******,

      Thank you for contacting Luxottica through the BBB. We are sorry that the technician did not find your product to be defective. That is why it was deemed as not covered.  For clarification, your product is not "out of warranty" but the damage to your glasses has been deemed normal wear and tear rather than a manufacturers defect.  We are not able to change the outcomes of the evaluations.

      Again, thank you for contacting Luxottica After Sales. Have a great day!

      Best Regards,

      LuxotticaCustomer Resolution Team

      Customer Answer

      Date: 12/06/2022

      normal wear and tear of two weeks of use and its not consider covered when the frame breaks in two weeks of usage. Your warranty states All Oakley eyewear is warranted against breakage due to material or workmanship defect for two years from the date of purchase. I put my glasses on and they cracked and broke that is a defect on yalls product. Basically glasses from you only last two weeks then they break and you wont warranty. Horrible company.

      Business Response

      Date: 12/07/2022

      Hello *******,

      Thank you for reaching back out to us. We are sorry the technician did not find the eyewear to be defective, which is the reason why it was not covered. We are not able to change the outcomes of the evaluations.


      Best Regards,

      Luxottica Customer Resolution Team

    • Initial Complaint

      Date:11/19/2022

      Type:Sales and Advertising Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was lied to on multiple occasions about being removed from the mailing list. I am still receiving marketing emails from Oakley, who is now in violation of the CAN-SPAM Act.

      Business Response

      Date: 11/21/2022

      Hello *****,

      Thank you for contacting Oakley,



      We are really sorry that the unsubscribe button is not working, *****!



      You can ask to unsubscribe through this email address: *********************************.

      Again, thank you for contacting Oakley. Have a great day!

      Best Regards,
      OAKLEY

      Customer Answer

      Date: 11/21/2022

      I have already received this response and previously sent an email to this address. Then I was told on 11/9/22 that my email was removed but I am still receiving marketing emails.

      Business Response

      Date: 11/21/2022

      Hello *****,

      Thank you for reaching out to Oakley.  We are sorry to hear that you are experiencing difficulties with unsubscribing from our emails.

      To opt out of our email marketing or to unsubscribe from our email newsletters, you can contact our customer service department using the information in the Contact section below, or you can use the link provided at the bottom of each marketing message or newsletter. If you choose to opt out, you will continue to receive all email communications related to our transaction(s) and relationship with you.
      If you would like to update your mailing information or want your name and address removed from our direct mailing list, you can contact our customer service department using the information in the Contact section below.
      You can control the tools on your mobile devices. For example, you can turn on and off the *** locator or push notification on your phone. Please consult your mobile devices user guide for instructions on clearing cookies, enabling and disabling location services, and disabling push notifications.
      Thank you,
      Oakley Customer Resolution Team

      Customer Answer

      Date: 11/23/2022


      Better Business Bureau:

      I do not consider this an acceptable response. The business continues to repeat themselves and tell me the same information in different ways. However, I received an email from an external link that said I was removed from the mailing list. I will consider this resolved for now.

      Regards,

      *******************

       

    • Initial Complaint

      Date:07/18/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I submitted a warranty claim for a pair of Oakley prescription sunglasses. I mailed the defective part to Oakley as they told me the defective part was covered under warranty. The part was "black" in colour. For some reason I was shipped a "red" replacement part. I immediately submitted another claim explaining that the part received was the wrong colour and asked them if I could please have the proper colour, which was originally "black".5 days later I received an email saying the claim has been closed and they can't help me.The 1st service request number was 10093886.This number was accepted and covered under warranty.The 2nd service request number was ********. This number was declined because they sent me the wrong colour.The first service request date was June 22 2022 and was covered under warranty.The second service request date was July 12 2022 and the claim was closed because they shipped me the wrong colour.

      Business Response

      Date: 07/19/2022

      Hello ***, 

      We have received your BBB, and are very sorry to hear that you received the incorrect frame color for your replacement! Please send our team a chat at the link below, and they should be able to correct this for you! Please let us know if you have any further questions or issues. 

      Warranty Chat Link: www.luxotticacustomercare.com/aftersalesctc

      Sincerely,
      Customer Resolution Team
      ***********************

      Customer Answer

      Date: 07/22/2022

      Hello,

      I have been in contact with whom I was directed. I received a response from them as stated below. Unfortunately, I have not received any further correspondence. I also understand that you are willing to resolve this issue. Unfortunately by Monday, the time limit will have expired.

      Could you kindly find another way to resolve this issue  ?

      All I'm looking for is a pair of ear socks that are BLACK in colour and to be shipped to my address.

      I'm looking forward for a simple resolution.

      Thank you 

       

      Thank you.

      ******* A: Ok, thank you for the information.

      ******* A: I will forward it to the internal warranty team with an urgent note, okay? They will contact you by email in the next few days.

      Business Response

      Date: 07/25/2022

      Hello ***, 

      Because you contacted us before the expiration time, you should be fine and this will not be held against you. Please wait for our Warranty team to reply to you, and they should be able to provide assistance with replacing your frame. Please let ** know if you experience any further issues. Best regards! 

      Sincerely,
      Customer Resolution Team
      ***********************

      Customer Answer

      Date: 07/25/2022

      Hello,

       

      I'm not sure what's happening as someone contacted me via email and told me ear socks will be shipped to me in 2 weeks. I'm noticing for some reason you seem to think there is something wrong with the eyeglass frames. I simply want new ear sock that are BLACK in colour and not RED. 

      Are you aware of the model number of sunglasses I have  ?

      Please explain why someone else apparently is shipping ear socks and you seem to think my frames need replacing  ?

      Once again, and unfortunately I am rejecting the outcome because I'm still not sure what's happening 

    Oakley Inc is NOT a BBB Accredited Business.

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