Business Profile

Sunglasses

Oakley Inc

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

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.

Initial Complaint
Date:02/13/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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 ordered a pair of prescription glasses online based on the fact that the policy allows for a one time change on many factors to include frames and prescription adjustments within 60 days. They were delivered 1/27/25. My vision was uncomfortable so i had a new eye exam completed and my prescription was subsequently adjusted. On 2/11/25, after chatting with multiple agents and getting answers that didnt make sense, I followed up with an email to customer service who the provided a form stating its possible to adjust my prescription. Upon completing the form with the requested information from the agent, I was told it was not possible and I'd have to return them for a credit to my account. The return policy states you must have all original packaging which I do not have because I like the glasses and didn't intend on a return (based off their policy all I would need is an adjustment) and if not in original packaging the return would be rejected. In all fairness, I'm not sure I want to provide my business to a company that using tactics like missing cardboard boxes being a reason to reject a $300+ return.
Business Response
Date: 02/13/2025
A one-time change in frame color, lens color, glasses style, or prescription is available within 60 days of the original shipping date at no additional charge for prescription orders only. For prompt processing of a redo, please call Oakley ************* at **************. When applicable, credit will be issued after the original eyewear is received by the Oakley ************* prescription department. Please follow the Product Return Procedures described below to ensure prompt credit.

Please note the part where it says " When applicable, credit will be issued after the original eyewear is received by the Oakley ************* prescription department. Please follow the Product Return Procedures described below to ensure prompt credit."

For the issue, we recommend returning the order for a refund and reordering with your correct prescription.

Thank you,
Luxottica Customer Resolution Team
Customer Answer
Date: 02/13/2025
This does not address having to comply with the return policy when in fact I'm not requesting the return but the company is. I am requesting a correction. Again I do not have the original packaging.
Business Response
Date: 02/14/2025
Hello again,

We apologize for the confusion. You may use any packaging and it does not by any means have to be the original packaging. Please ensure everything is returned, case, cloth, etc.

Once your return is in transit, please reach back out to us and we will expedite your replacement.

Thank you,
Luxottica Customer Resolution Team
Initial Complaint
Date:02/10/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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 ordered 2 pairs of prescription glasses from Oakley on 12/24/2024. Upon receiving both pairs of glasses I noticed a strange haze to the lenses with certain lighting and they made my eyes feel strained. Well Oakley allowed a return to be processed online so I sent them both back via *** with the label they provided online. *** tracking 1Z78F4Y29093298528. The glasses show delivered on 01/23/2025. I received an email from Oakley stating Thank you for your recent return on order H00416751379.We have initiated a refund on your behalf. Please allow up to 3-5 business days for the refund to be processed and 5-7 business days for the credit to show on your ********** of today 02/10/2025 their website still shows processing. Ive chatted twice and emailed a couple times with no reply from email since the one stating they had the return. The first chat said wait tell today. The chat from today said a form would be submitted and to wait a few more days. I would like to have this resolved and refunded. The communication has not been great. I understand delays happen but no one has set any expectation besides their last email. 3-5 business days and I would have at least expected the online account to show the refund was processed or something. Whats frustrating is being told to wait and then wait some more without updated timelines or an explanation.
Business Response
Date: 02/11/2025
Hello *******,

We have refunded your original payment method $629.84 for order H00416751379 . Depending on the financial institution, this could take up to 15 business days to process and for the funds to be available. FSA/HSA Cards and AMEX Cards can take up to 30 days for the refund to be completed and for the funds to be available.

Best Regards,
Luxottica Customer Resolution Team
Initial Complaint
Date:01/29/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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.
On multiple occasions, I have tried to reach out to oakley customer service yet the hoops you have to jump to get to someone are impossible. No one answers the phone. I have a pair of oakley two face xl sunglasses and a pair of ******** xl sunglasses. Both have broken on the bottom side of the frame. The frames are touted as very durable yet these have broken with only wearing them a few times. I dont wear them daily and this is unfair. I simply want to send these in for a replacement of exact or similiar pair. I dont want any money back. Simply an exchange. I do not have the receipt as it was a gift. I have many pairs of oakleys and only these two broke this way.
Business Response
Date: 01/29/2025
For additional assistance with submitting an online claim, simply gather the following information:-proof of purchase -picture of damage (close and far pictures)-picture of internal temple (markings of the inside left arm)Once this has been gathered, please chat one of our warranty experts for claim assistance and provide an on the spot evaluation at ******************************************************************************************* !
Initial Complaint
Date:01/06/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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 ordered a set of glasses from Oakley on Dec *******, and paid for expidited shipping! The glasses have still not shipped as of 1-6-2025. This is unacceptable and needs to be rectified asap. This is a VERY SHADY business practice!! I would avoid ************************** at all costs.
Business Response
Date: 01/06/2025
Hello ****,

Order H00417409770 was placed earlier today (1/6) with express shipping and for 50% off. Once shippe, you will be notified via an email containing your tracking number.

Thank you,
Luxottica Customer Resolution Team

Customer Answer
Date: 01/06/2025
you cancelled that order not 2 hours later on me. you are a dishonest business.

H00417409770

Please fix this NOW!!!!

Business Response
Date: 01/07/2025
New order number H00417430492
Initial Complaint
Date:12/19/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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.
Took my $260 glasses into the store to get a s**** replaced. I had only worn these glasses two times since purchase. The manager (*****) took my glasses to the back room for over 20 minutes to replace a s**** He brought them back to me, and I went about shopping. Later in the day checked the s**** replacement, noticed he cut off the s**** at a sharp angle, scratched my glasses frame up badly and scratched the glasses lense.Called the store and talked with the manager who worked on my glasses and he denied damaging the glasses and would not replace the damaged glasses without a receipt. These glasses were a gift from my father and he didnt keep the receipt. I dont understand why he even requested a receipt when he damaged my glasses when he did a hack job at replacing the s**** I can no longer wear the glasses due to the scratches, s**** being so sharp at the tip, when it should be flat and flush with the glasses frame. The frame has been bent where the s**** was replaced, the glasses lense no longer sits in frame like it should. You can see a light gap between glasses frame and lense. Its so frustrating to know that the manager damaged my glasses and lied about damaging them. He could have simple replaced the glasses and owned up to his mistake. *** personally purchased over 16 pair of glasses and snowboarding goggles from this store location. After this horrible customer service experience of replacing just a screw, I will never purchase glasses again at this store.I have many photos of the damaged glasses if needed. I feel that the $260 glasses should had been replaced when u brought up to manager. I did call the store multiple times talked to a few different employees and they said they would replace the glasses at first due to damaging my glasses in store. Then after a few weeks went by I didnt hear back from the store, they said they would keep in contact. Any help with this would be appreciated. I just want my glasses replaced.
Business Response
Date: 12/20/2024
Hello ********,
AS A ONE TIME EXCEPTION, Please use the code below on your next online purchase to receive 100% Off (ONLY 1 Item up to $300). Valid until 12/31/25. 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: AD7-DKTB-2KKG-BGKW

To access the retail store complaint form, please visit:
**********************************************************************;
Thank you,
Luxottica Customer Resolution Team
Initial Complaint
Date:12/18/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
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 snow goggles from Oakley and unfortunately the lens turned out to be defective. I have two ski trips coming up and they're not being reasonable in sending a replacement lens to me. To go through their warranty process and get a new lens, it would take over a month. I'd effectively not be able to use my snow goggles if I went through their warranty process as they require that you send the defective lens back prior to them sending a new lens. I've reached out to customer service and they're not willing to help in any shape or fashion and just blame it on "procedures." I've offered to purchase a lens at full price to speed up the process and ship my defective lens back and once they receive my defective lens they can refund my credit card but they are not willing to accommodate. Given the timing constraints of my ski trips, I'm looking for a more reasonable solution.
Business Response
Date: 12/18/2024
Hello *******,
Thank you for reaching out to Luxottica After Sales via the BBB.
As a one time exception, p lease use the code below on your next online purchase to receive 100% Off (ONLY 1 Item up to $300). Valid until 12/31/25. 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.
Moving forward, we recommend that you begin the warranty process sooner, to accommodate for your lack of time
Promotional Code: AD7-NNBM-2KYT-6KYM
Thank you,
Luxottica Customer Resolution Team
Customer Answer
Date: 12/19/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. Great job by Oakley for coming through here for me.

Regards,

******* ******
Initial Complaint
Date:11/05/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
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.
Company does not honor their cancellation policy on the website. Pointed it out to the person on the phone after trying to cancel an order within 5 minutes of placing order and informed me that I had to wait until item arrives and request a refund which does not abide by their guidance on the site and will result in loss of money and time on my end.
Business Response
Date: 11/05/2024
Hello ****,

Unfortunately, lens processing began on your order as soon as it was placed.

We cannot cancel your order. We apologize for the inconvenience.

Thank you,
Luxottica Customer Resolution Team
Initial Complaint
Date:11/05/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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.
My wifes Oakley glasses broke (1-1/2yrs old) so, I need a replacement right arm for them! Go on parts web site, cant talk to a person! Cant just order the part! Want me to send them in! I told them that I am willing to pay it ! I just want to get the part (install with one screw) and move on! After telling me that they would send me the part,(for free)and after sending them the info they wanted, now they keep giving me the run around ! If I could just talk to a human being maybe this could be resolved! I spent over $1000.00 for these glasses and they are junk! Ill never buy Oakley again! Could you please maybe get me a phone number and just the part!
Business Response
Date: 11/05/2024
Hello,

Thank you for the additional information about your survey response and experience with Luxottica After Sales.     Your feedback is valuable in identifying opportunities for improvement as we strive to deliver the best possible customer experience.

We are sorry to hear you need replacement parts for your glasses. As a one-time courtesy, we would be happy to provide you with a complimentary parts order, if available. Please reply to this email with the information below so we can create the order as quickly as possible. Please note that we are unable to assist with prescription lenses. Failure to provide all the information asked for could result in delays:

Name:
Email:
Shipping address:
Brief description of issue:
Replacement part requested:
Model information*:
*Please provide all letters and numbers from the inside of the left temple/arm of the glasses. (ex. 6S9007 ****** *****, RB3025 6518 *****, etc.)*

If you would like assistance with installing the parts, please visit your local LensCrafters. They will be happy to assist you free of charge.

We look forward to resolving this issue quickly, you can expect to receive a reply within 3 days of providing the details above.

Best regards,

***** S

Luxottica After Sales
Customer Resolution Team
Initial Complaint
Date:10/29/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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.
The bicycle helmet was purchased from a retailer (*******************). I could not safely wear/use the helmet as the side ear straps were not adjustable. Most, if not all bike helmets have adjustable side straps since head shapes & sizes vary from one individual to the next. It took me quite awhile to navigate Oakley phone system, to finally get ahold of a customer service rep ****** prompt system, long hold times). Once I explained the issue, ******** instructed I return helmet to Oakley warehouse in ******* (received on 9/4/2024). After no response, I reached out to Oakley again, their email responses seem to be placation and the run around. Finally spoke with a ****** G, supervisor on October 7, 2024, who claimed he would reach out to the warehouse and get back to me with an answer. He has not followed up, still no resolution on this matter.
Business Response
Date: 11/01/2024
9/26/2024
Hello *****,

Thank you for contacting Luxottica After Sales.

We have deemed your item in warranty. In order to resolve your claim, we will ask you to please review ************************** website for your replacement item. With your proof of purchase we will provide you an allotment of a $60.00 credit to replace your defective helmet. Once you have found your replacement, please call our customer service line for assistance for them to place your replacement order for you at no cost. Please provide the agent the information below. Thank you for your patience.

Oakley Customer Service: **************

Service Request: 317669345
In Warranty
Reference Number:240925-005146

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

Best Regards,

******* L
Luxottica Warranty & Repair Service Center
Customer Answer
Date: 11/01/2024
Hello,
As stated in the BBB complaint form, I am not interested in a $60.00 allotment from Oakley.
1. The Oakley website helmets are expensive and 2. I would be taking a chance the new helmet would still not fit correctly/safely and have the same strap issues.
Can my original purchased helmet be returned to me? The Georgia Oakley warehouse is in possession of that helmet.
Or issue a refund check for the $60.00?
*****
Business Response
Date: 11/04/2024

Hello *****,
Unfortunately, we would be unable to refund or issue a refund check for a purchase that was made at a third party retailer. We recommend reaching out directly to them should you need a refund. Otherwise, this issue has been resolved by us as we have explained the process to you and have deemed your item to be in warranty. In order to resolve your claim, we will ask you to please review ************************** website for your replacement item. With your proof of purchase we will provide you an allotment of a $60.00 credit to replace your defective helmet. Once you have found your replacement, please call our customer service line for assistance for them to place your replacement order for you at no cost. Please provide the agent the information below. Thank you for your patience.

Oakley Customer Service: **************

Service Request: 317669345
In Warranty
Reference Number:240925-005146

Again, thank you for contacting Luxottica After Sales. Have a great day!
Customer Answer
Date: 11/13/2024
Oakley,
I have perused your web site, unfortunately the Factory Pilot Rc Short is not available in smaller sizes 26-30.
Kindly advise when these sizes will be back in stock, so I can move forward on ordering a female short that will fit correctly.
Initial Complaint
Date:10/02/2024
Type:Service or Repair Issues
Status:
UnansweredMore info
Complaint statuses
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.
My husband ordered glasses with his glasses benefits from EYE MED on *********, and when he filled out all of the information he only provided his name, but Oakley put the claim through and used my name as the benefits user instead of my husband ******* benefits as my dependent. I called to ask that they correct their error on 9/17/2024 and they have not yet made the necessary corrections to the submission. To make this additionally more complex, the company lost my husband's original order from August 2024 and had to resubmit the claim on 9/10 to ship the glasses. I need Oakley to correct the error they caused when they used my glasses benefits for my husband's glasses. Because of this error I am unable to use my own glasses benefits to get glasses for myself. I have contacted the company to correct the issue and have not received any resolution. To my understanding it is illegal to use someone else's benefits so my eye doctor cannot order my glasses without this correction on Oakley's side. It sounds like Oakley broke a law by submitting his glasses under my benefits in the first place.

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