Complaints

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

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Oakley Inc has 24 locations, listed below.

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  Oakley Inc

  1 Icon Foothill Ranch, CA 92610

• 

  Oakley

  7000 Arundel Mills Cir # 305 Hanover, MD 21076-1291

• 

  Oakley Optical Ltd.

  1570 Regent Avenue West Winnipeg, MB R2C 3B4

• 

  Oakley Inc

  27001 US Highway 19 N Clearwater, FL 33761-3402

• 

  Oakley

  548 Brandon Town Center Mall Brandon, FL 33511-4776

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:09/15/2024

  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.

  Pay for a prescription set of glasses. After a few months the nose piece fell off. Inquired to oakley and was told it would be $25 to fix. Never a customer again. I supported them for years and to give it up for a .20 cent piece

• Initial Complaint

  Date:08/28/2024

  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.

  Purchased a pair of prescription "Rimless" Guage 3.1 eyewear on July 24, 2023. P.O. H00371061241 online from oakley.com July 27, 2024 a warranty claim was filed and approved for replacement, shipping label created and shipped. ***Oakley website says that if you have rimless glasses they must be sent in complete with lenses***.On or around August 21, 2024 received package with a new frame but without my prescription lenses!!I make several calls to Oakley and when I get through to someone I am told to go to the website it goes nowhere of importance or information. An email was received August 21, 2024 from ******** (incident 240821-000106) stating they were sending an internal note to retrieve them and mail back to me but as of this date they have not arrived nor have I heard back from.I NEED MY GLASSES! There is a miscommunication gap within Oakley concerning thus issue. Rimmed glasses are to have their lenses removed prior to sending vs. the rimless where you have to send in the entire eyewear. I am beyond disgusted, furthermore, disappointed thinking I was buying world class products. I need my glasses as I stated. My next option is to take Oakley/******** to small claims court and file a complaint with the ************************ of Maine. I'm not joking.

• Initial Complaint

  Date:08/24/2024

  Type:Delivery 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.

  Placed an order in store at ************ in ************* on 8.5.24. Got back home (3.5 hour drive), noticed wrong item may have been ordered on my receipt. Contacted the store, was assured it would be correct. Received the item on 8.15.24, incorrect lenses, as suspected. Called and talked to ******, was told they would be pre-ordered correctly at no charge. Called later that day and spoke to another employee to see if there was any way possible to also order in a smaller size. He advised ****** is on vacation 7-8 days and would email the lab and 'let me know tomorrow'. I did not receive a call back next day, so I reached out at 1:30 on 8.16.24 and left a voicemail asking for a call back. No call back. I call today at roughly 3:45pm and got their voicemail again. It has now been 19+ days since my original order with no way to track it, no communication back from whoever this other employee is, and corporate states/claims they cannot see store orders and advised I have to reach out to them. They DID provide me with a 40% coupon to order another pair, but it cannot be applied to the pair I wanted and does me no good to give them even more money when I didn't get what I paid for in the first place. They claim that apparently they have no control or access to store orders. I was told I would be receiving a 'CARES' form via email on two separate occasions, and have yet to receive one. At this point, I would like my order canceled and my money refunded.

• Initial Complaint

  Date:08/12/2024

  Type:Delivery 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.

  Placed ordered on June 7, 2024 for a $150.00 physical gift card and eyeglass case. 2 Boxes were delivered, one box contained eye glass case. Second box included packing material and empty envelope. Physical gift card was not present. Contacted Oakley regarding concerns but have not received any support. Company sent 30% discount, but still no resolution for the not received gift card. Now, unable to speak with representative on the phone, can only do a chat. Chat representative now tells me that they cannot give resolution since it has been over 30 days. Chat messages and emails uploaded below. Seeking a refund or replacement gift card, it's been over 2 months.

• Initial Complaint

  Date:08/08/2024

  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.

  Purchased from Oakley.com a pair of prescription eyeglasses with anti scratch coating and additionally the Oakley protection plan. This was an ONLINE purchase for $720.11. Of which my glasses have become scratched. I am trying to raise a request to get a replacement lens, as I have the protection plan and it was supposed to be anti scratch . But spoke with the chat system , they made me raise a service ticket ******** of which this was cancelled by ***************** team the next day as they said I had to take them back to the store... It was an ONLINE OAKLEY.COM purchase ! Then reached out to the Luxottica chat system again was told the same thing. So tried to write to senior folk at Oakley and warranty claims , nothing... (using work email to see when mails were read using delivery receipt and read options. see evidence it was read ! ) Nothing... no response , no acknowledgment of issue , they just provide ZERO service. So going around in circles and getting no where with the poor service they provide, hence reaching out to the BBB .

• Initial Complaint

  Date:08/07/2024

  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.

  I returned a pair of sunglasses given the return label of hey provided. They say it didnt arrive at the address it was supposed to arrive at so theyre withholding my refund. I did everything I was supposed to do. I have proof that the package was delivered. If it didnt get shipped to the right address thats not my fault. I used the label they provided. Ive called them at least 10 times about this issue. They keep telling me they will issue me a refund within ***** hrs. Week after week and I never receive anything. This has been going on for almost 2 months. Im so upset.

• Initial Complaint

  Date:08/05/2024

  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.

  I ordered a prescription glasses from oakley.com and found the received glasses did not fit the prescription. I used the online chat to contact the agent on the website, and was told to return the glasses. I did the return and oakley.com received the return on 7/9/2024. Then I contacted though online chat again and was told it will be refunded in 20 days. However, I have not received refund so far. It is almost 1 month after. I requested the refund of the order in the earliest convenience from oakley.com as promised.

• Initial Complaint

  Date:08/04/2024

  Type:Product 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.

  I purchased prescription glasses on 07/01/2024, but the lens started popping out shortly afterward. I reported the issue on or around 07/15/2024 and followed up a few days later. I requested a replacement from Oakley, with the understanding that I would return my current glasses once I received the new pair. I was informed that this would not be an issue, but that it required a special department to handle the request within two days. However, I never received any follow-up. I have since contacted Oakley on 07/26, 07/27, 07/30, and 08/02 (see attached communication in PDF), and each time I am told to wait. This delay is unacceptable as I need my glasses to see. I am extremely disappointed with the service I have received after switching from ******* to Oakley. Please address this issue immediately.

• Initial Complaint

  Date:07/27/2024

  Type:Delivery 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.

  On July 20, 2024, I placed an order for a pair of custom ******** sunglasses on Oakley.com , specifically selecting the XL wide fit option to ensure a comfortable fit. However, upon receiving the delivery on July 27, 2024, I was disappointed to find that the sunglasses were undersized and uncomfortable to wear for more than a few minutes. Upon reviewing the invoice included in the package, I noticed that it incorrectly stated that I had ordered the basic size, which is not the case. This has resulted in a product that does not meet my expectations or fit requirements. Ive tried resolving the issue with customer service but have only gotten agents telling me it was probably my fault and that theres nothing they can do, as well as being extremely unprofessional.

• Initial Complaint

  Date:07/13/2024

  Type:Delivery Issues
  Status:

  UnresolvedMore 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 (lenses and frames) from Oakley.com on June 15th.I received the glasses on June 19th, and wore them for a few days and noticed that the lenses were extremely loose in the frames and would pop out of the frames with the slightest pressure.I chatted online with Oakleys customer service and was advised to submit a service request on a separate site.I submitted the service request as requested, and received a return label to send the glasses back to them. I confirmed via online chat with their customer service that the issue would be covered and was told that yes the loose lenses in the frames would be covered and I would receive a replacement.On July 2nd I dropped the return package (containing the frames and lenses) off at my local *** store, using the prepaid shipping label provided by Oakley.On July 3rd I received an email with a tracking number for the replacement glasses from Oakley / Luxxotica. I waited until 7/10/24 and there has been no movement on the tracking number. I emailed Oakleys customer service who said that the order was considered lost and they would send a replacement after confirming my address. July 11th, I confirmed my shipping address with them via email and asked to confirm that the replacements would include the prescription lenses that I bought (the original ones had been sent back already) and if I needed resubmit my prescription. I was told today (7/12/24) via email that the warranty replacement is for the frames only and that I shouldnt have sent back the lenses even though those were what were defective. As of now, I am out my brand new glasses that were defective upon arrival, and Im out the $521 I spent on them, and Im being told that they are going to only replace the frames and not the prescription lenses they made incorrectly, and that I am out of luck because I sent the glasses I received back to them (frames and lenses).

  Business Response

  Date: 07/15/2024

  Hello ******,

   

  We appreciate your continued loyalty. Please use the code below on your next online purchase to receive 100% Off RX (ONLY 1 Item up to $600). 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: A2S-EXGS-ENBS-2DTY

   

  Thank you,

  Oakley

  Customer Resolution Team

  Customer Answer

  Date: 07/15/2024

  
  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.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

  Customer Answer

  Date: 08/22/2024

  Good Morning, I filed a complaint against Oakley on 07/15/2024 (Complaint #********), and also one on 08/08 but I don't know if it went through) and it was resolved shortly after in the form of Oakley sending me a coupon code to replace my glasses that were defective and I sent back. I received the replacement glasses a little over a week ago, and they are defective as well (lenses are extremely loose, and there are hairline cracks in the frames, around where the lenses are). I contacted Oakley customer service via phone on July 25th, and they said to ship the glasses back to them (again) and that they would provide me with a return shipping label (which as of today 08/10/2024 I still have not received). I then received an e-mail from Oakley on 08/08/2024 asking for feedback regarding my customer service experience, and in the survey it asked if my issue had been resolved, which I clicked no, and it brought me to another screen to request my method of fixing the issue. I indicated that I would like the glasses replaced (I've been going on using my old prescription glasses for over a month at this point). I called Oakley again on 08/09/2024 regarding not receiving the return shipping label, and was told that they have no record of a return shipping label being requested and that they cannot warranty the lenses on my replacement glasses, only the frames (even though the lenses were cut incorrectly by Oakley / Luxxotica) I find this answer completely unacceptable by them, because not only are the frames cracked, the lenses are cut incorrectly for the frames I purchased with them and pop out under the slightest flexing of the frames (for example when opening the arms of the frames to put the glasses on, the lenses will pop out every other time, and you can feel the lenses moving in the frames) So as of today, I am still out $521 that I paid for glasses, and Oakley is refusing to warranty the replacement glasses they sent that are also defective and unusable .