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

  1 Icon Foothill Ranch, CA 92610

• 

  Oakley

  548 Brandon Town Center Mall Brandon, FL 33511-4776

• 

  Oakley Vault

  1860 Military Road Niagara Falls, NY 14304

• 

  Oakley (#55 Garden State O-Store)

  One Garden State Plaza, Ste T-15 Paramus, NJ 07652

• 

  Oakley

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

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:01/16/2024

  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.

  Purchased several sets of glasses for me and my employees including different brands on January 9th 2022. We loved the fit of the Oakley's and the durability to stay put when working. Mine were the matte tortoise frames with the prism **** lens and man they were nice. That is until mine developed some spiderweb cracks in the frame. I called Oakley to send them back and they denied warranty because they were barely outside of warranty. Same story each time I called, so in the trash they had to go. I'm hoping by reaching out this way that they will become aware of a potential future issue with their products and see the obvious manufacture defect in the frame. Sorry about the pictures being blurry, only ones I had left on phone and had to zoom. I've never seen anything like this from Oakley and hope their customer service will handle this issue with quality moving forward.

  Business Response

  Date: 01/17/2024

  Hello ****,

   

  Thank you for reaching out to Oakley via the BBB.

   

  Unfortunately, we were unable to locate any previous interaction history between you and us under email address ************************ or your name '*******************'.

   

  If you could, please provide the email address, or reference number used for your previous communications with us.

   

  Additionally, you will need to provide us with proof of purchase, updated images as the 2 you submitted with this complaint are not valid and appear to be a stock image with cracks photoshopped onto them. 

   

  We may have to have you submit a warranty claim, which we will instruct you how to do if necessary.

   

  We greatly look forward to your response, and hope to hear back from you soon.

   

  Thank you,

  Luxottica Customer Resolution Team

• Initial Complaint

  Date:01/02/2024

  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 both my sons the Alpine Plaid Reversible Jacket from Hibbett Sports in ******, *******. The jacket is still available on Oakley.com. My sons were both very pleased with the jackets and immediately began wearing them. **** wore his twice and accidentally brushed up against a garage which resulted in white dust on it. He washed it on a normal wash cycle (warm/cold) and dried it on Low Heat setting for one cycle. It shrunk nearly 2 sizes. I contacted Oakley.com. I asked if I had the receipt. I adivsed them that I did not keep the receipt as the items were being worn.... but that the quality of the product after one wash is unacceptable. I advised that I would like to send the item back to them for a replacement. She advised that without a receipt, she can only offer me a 40% off code. I told her this was unacceptable. She explained with no receipt that was all she could do. I asked her if she keeps receipts for gifts (or apparel) that work out and are being worn. She said that she didn't but that she does not "try to return used items". I explained to her that her comment was unnecessary and rude. I confirmed again that the item was washable. She said yes. I told her then it should not have resulted in a child size jacket. She said there was nothing else she could do and told me to contact ******* Sports. I asked to speak with a supervisor since she was getting smart with me to have my problem resolved as a defective item. She disconnected the conversation. ******* Sports told me there was nothing they could do as it was a manufacturer issues and advised me to contact Oakley. I simply want the jacket replaced. I will be happy to send back the shrunk jacket. The agent herself said it should not have shrunk in this manner and is perfectly washable.

  Business Response

  Date: 01/03/2024

  Hello *****,

   

  Thank you for reaching out to Oakley via the BBB.

   

  We regret to hear that your kids jacket shrank in the wash, and that the 40% off offered to you was not satisfying.

   

  Since your purchase was made at Hibbett sports, we suggest you reach out to them for further assistance.

   

  Should they not be able to help you, you can see if they can at the very least provide you with a copy of your receipt from your purchase.

   

  Unfortunately, this item is out of stock on our website and cannot be replaced, and since the order was not placed through us, we cannot refund it.

   

  Please feel free to reach back out to us and let us know how you think we should resolve this issue for you, and we will move forward accordingly.

   

  I see that this item was marked down considerably on their website, and if you can even just let us know how much you remember paying for the item, we may be able to issue you a promotional code to use on our website.

   

  Thank you for your understanding, if the order was placed through us, there would be more that we could do for you.

   

  Thank you,

  Luxottica Customer Resolution Team

  Customer Answer

  Date: 01/04/2024

  Thank you.  I initially contacted ***************  They refused to assist me.  They advised me to contact Oakley as it is a manufacturer defect.  The purchase was on Nov 18 (my boyfriend;s birthday).  I purchased 2 of the reduced Oakley jackets (markdown price $49.98).  I just cannot believe the quality of a product with the Oakley name shrinking like this!  I would like a replacement jacket for my son. I will return the original, shrunk jacket to you.  He cannot wear it as-is.  It literally shrank two sizes.  He is now without a heavy jacket.  I do not have a lot of money and buying another just after the holidays to replace this poor quality merchandise just is not an option. I realize now that you do not have any oakley plaid flannel jackets available in size L or XL.  Since the price is CONSIDERABLY higher than what I paid at Hibbett, would you possibly have a defective Oakley Range RC Jacket, an Eclipse RC Quilted Jacket or the Omni Thermal Jacket in size Large that you could provide as a replacement?  As I've stated before, I would be happy to send back the shrunk jacket.  I realize you were wanting me to contact ******* ... but they advised me it was a manufacturer defect and to contact Oakley.  Please help.  After having spent over $100 on both jackets for my sons for Christmas, I cannot afford to buy a jacket available on your site even WITH a 75% off coupon code.  So, if you would have a return or slightly imperfect one, that would suffice.  Thank you for your assistance. 

  Business Response

  Date: 01/05/2024

  Hello *****,

  
  Thank you for reaching back out to us.
  
  For future reference, an item shrinking after being washed/dried is not a manufacturer defect, any garment that is composed of cotton will shrink somewhat during the wash/dry process. Additionally, nobody at Hibbett Sports have any knowledge of what is/isnt covered under warranty, nor would they have the authority to make that decision.  We apologize that they provided you with this misinformation, and refused to help you when they should have been the ones to resolve this issue for you to begin with. For reference, any warranty determination must be made directly by Luxottica (our parent company) by filling out a service request.  In this situation, your purchase was made from Hibbett and therefore any refunds, returns, or exchanges should have been accommodated by them.  In the future, we highly suggest taking your complaints to the place where your purchase was made rather than the manufacturer.  In this situation, the BBB complaint should have been directed to Hibbett, where the purchase was made.  Since the purchase was not made through us, the only way we could have possibly helped would have been o help you set up a warranty claim.  However, you had no proof of purchase (receipt) so instead we offered you a 40% off promotional code, which was more than generous considering you did not purchase directly through us, nor do we have any proof that a purchase was made at all. 
  As a one time courtesy, we would have replaced this item for you. Unfortunately, this item is out of stock on our website as it was clearance out and likely will not be coming back into stock again.  Because of this, we emailed you a $200 off (1 Item) promotional code yesterday 1/4
  

  PROMO CODE: AA4-BRA3-1DRX-NGFR - $200 off 1 item SOME EXCLUSIONS APPLY
  
  There is no need to send the original item back to us, and you may do with it as you deem fit.
  
  Thank you,
  Luxottica Customer Resolution Team

  Customer Answer

  Date: 01/10/2024

  
  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,
  
  ***************************
  
   
  

• Initial Complaint

  Date:12/17/2023

  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 Oakley prescription glasses in the last year. I HAVE BEEN UNABLE TO WEAR MY PRESCRIPTION GLASSES FOR 3 months. The glasses are defective. For 3 months i have been trying to get Oakley to send the replacement parts. They authorized the replacement over 2 months ago. I have contacted them by email (they will not accept phone calls) multiple times without one single response. I HAVE CORRESPONDENCE TO BACK UP MY COMPLAINT.The worst customer service company I have ever dealt with AND, some of the most expensive sunglasses on the market.HORRIBLE SERVICE

  Business Response

  Date: 12/18/2023

  Hello ***,

   

  Thank you for reaching out to Luxottica After Sales via the BBB.

   

  After reviewing your service request, 10516736, we have decided to and send you the replacement parts that you need, as a one time courtesy.  This way you will not have to send your Rx glasses back to us for repair.  Your order number is 251796329.  Please allow up to 14 business days for delivery.

   

  Thank you,

  Luxottica Customer Resolution Team

   

   

  Customer Answer

  Date: 12/18/2023

  
  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,
  
  ***************
  
    The replacements are the rubber covers (grey) that go on  the ear pieces.  Thank you again.
  

• Initial Complaint

  Date:12/13/2023

  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.

  Hello BBB,Good DAY.I need a little help here. Just received this afternoon the Custom Order H00380571801 directly from OAKLEY.COM website, however the color of the Icon on the Oakley website made me believe that it would match with the socks on it, which did not happen whatsoever. In this case I asked Oakley, if by any chance they could sell or send me a pair of the Icon "Infrared" Color for the Oakley Plazma, so I can replace it myself.However, for my complete surprise, their Chat Agent ********, mentioned that since these Pair of Glasses were a Warranty Replacement with Zero Cost to me, there is absolutely nothing they can do to solve that issue. Again, they are leaving me alone in the corner with a big problem that actually was created by themselves, not me. Again, if they had to replace in warranty a pair of glasses, it is because they were lacking quality matters, moreover, if their website made us "customers" believe a specific color is exactly the color was being presented and not differently, it is not my fault at all.This is the way Oakley treats their Customers. Please help me here, and let me know how to proceed.Thank You

  Business Response

  Date: 12/18/2023

  Hello ********,

   

  Thank you for reaching out to Oakley via the BBB.

   

  After reviewing your previous interaction history, it appears that you previously filled out a survey related to your chat experience and received this reply on 12/15,

   

   

  "Hello ********,Thank you for the additional information about your survey response and experience with Oakley. Your feedback is valuable in identifying opportunities for improvement as we strive to deliver the best possible customer experience.I am very sorry that you feel ******** did not convey the gratefulness you feel you deserve. Thank you for letting us know. I have passed this along to the Oakley supervisors for coaching and teaching purposes. I apologize for any inconvenience.We apologize for not meeting the level of service expected and hope we have satisfactorily addressed your concerns.If this did not solve your issue, please reply to us so that we can assist you further.Best Regards,Oakley Customer Resolution Team"

   

  Thank you,

  Luxottica Customer Resolution Team

  Customer Answer

  Date: 12/18/2023

   

  Business Response

  Date: 12/18/2023

  Hello ********,

   

  Unfortunately, we do not offer the parts that you are seeking.

   

  Thank you,

  Luxottica Customer Resolution Team

• Initial Complaint

  Date:11/15/2023

  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 purchased a pair of Oakley Sunglasses at Bass Pro Shop in *******. They were Ballistic lenses ie] bulletproof. I use them in my profession for safety. I dropped the sunglasses last month and the bulletproof lenses snapped in two pieces. They came with a two year warranty. Oakley refuses to replace the lens even though it failed miserably and could have resulted in facial and eye injury.

  Business Response

  Date: 11/17/2023

  Hello ****,
  
  Thank you for reaching out to Oakley via the BBB.
  
  We regret to hear that your lenses broke when you dropped them last month, and that the damage sustained was not covered under warranty.
  
  We can confirm with you once more that all Oakley eyewear is warranted against breakage due to material or workmanship defect for two years from the date of purchase with a valid Proof of purchase. Oakleys warranty program does not cover scratched lenses. Additionally, *************** of Oakley products (i.e. sunglasses fit with non-Oakley prescription lenses) will void warranty coverage.
  
  The damage sustained to your product was caused by an accident, and was not a manufacturers defect, which is why your product was not covered.  If the damage sustained to your product was deemed as a manufacturers defect, then your warranty claim would have been covered.
  
  There is unfortunately no possible way for us to override any determinations made by our trained After Sales Technicians, their decisions are final.
  
  Please use the code below on your next online purchase to receive 15% Off. Valid until 12/31/24. 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:AB5-BTM5-3GYA-SEM4
  
  Lastly, while your product may not be covered by our warranty, you are able to purchase replacement lenses through us.  This site is maintained by our service department and is updated regularly. If the product is not currently available, we recommend checking back occasionally as they may be added in the future. To view this site, please click the following link:*********************************************************************************** .
  
  Thank you and have an incredible day sir!
  Luxottica
  Customer Resolution Team

• Initial Complaint

  Date:10/30/2023

  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.

  In the beginning of May I purchased 8 sunglasses from Oakley for my teammates and I. I didnt end up needing the glasses so I returned them. Oakley is claiming they didnt receive it and that the weight on the package they received does not match the weight the return is supposed to be. but I have my drop off receipt straight from *** disputing their claim. I just want my money back. This company took my items I returned AND kept my money. This is straight up robbery. Ive spoken to multiple customer service representatives and they agree with me in that they received the products and have verified with me. What happened to my items is not for me to say but I did my part and returned the items and never received my money back.

  Business Response

  Date: 10/31/2023

  Hello *****,
  Thank you for reaching out to Sunglass Hut via the BBB.

  We regret to hear that we did not receive your return.  In order to process your claim we will need you to provide us with some information. Please click on the link below to fill out our lost package form so that we can get begin your claim. Once we receive your completed form, please allow up to 3 WEEKS for the investigation to be completed. You'll receive a follow up email communication once it has been completed. 

  Lost Package Form Link: *************************************

  Thank you,

  Best Regards,

  $incidents.assigned.acct_id

  ************************** www.sunglasshut.com

  Customer Answer

  Date: 10/31/2023

  the question is not if I received my product. I did receive it and I returned it. I want my money back because I returned the items I received from Oakley because I didnt need them but somehow Oakley is claiming they never received it which is false based on my *** receipt. I want my money back from this company I do not wish to fill out any forms or any more correspondence I simply want my money back so that I can live. 

  Business Response

  Date: 10/31/2023

  Hello *****,
  Thank you for reaching back out to us so quickly.
  For us to be able to help you, you must fill out the form and wait 3 weeks as we instructed in our previous email to you from earlier today. ( ************************************* )
  While we understand that this may be inconvenient for you, however it is completely necessary for us to be able to assist you any further.  If we were able to help you without having you fill out the form, then we would not hesitate to do so.  Unfortunately, we cannot move forward until the form is completed on your end and we have waited the 3 week investigation timeframe. If you fill the form out today, we will have a resolution for you by 11/22.
  Again, we apologize for this inconvenience.
  Thank you,
  Luxottica Customer Resolution Team

• Initial Complaint

  Date:10/21/2023

  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.

  So on May 4 I purchased 8 sunglasses from Oakley online for ***** dollars. Unfortunately, shortly after I did not need the sunglasses anymore as the people I bought them for had already purchased their pair. So I returned them as a regular customer would. One day I returned home and the package was back at my door as if it was returned so I took it back to *** to find out what the problem was and they took the package back with no issue and promised to send it out. After tracking the package I saw that it was received on July 20 at 1:53pm by an employee named ********* in *************. Upon seeing that my return was received and documented I then called Oakley to follow up and see about my refund. I was simply told on te phone by a customer service representative that it would take ***** business days for them to confirm my items were returned and I was assured they would release the funds back to me. After about 10 days I received an email from who I am assuming is Oakleys parent company named Luxotica stating that I would not be receiving my refund due to violating the terms of agreement upon purchase. I immediately called the customer service and inquired what was going on and they simply stated that they couldnt give me any information but I would not be receiving my money back after they received my products. I filed a dispute claim with PayPal and my bank upon receiving a provisional credit from my bank that was then revoked because they reached out to Oakley and they without evidence or proof stated I violated terms of agreement. I think this is ridiculous I havent been provided proof of what I did but the company kept my items I purchased and I have the proof that they received my items. I want my money back from them!

  Business Response

  Date: 10/23/2023

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

  
  An internal investigation indicates that you have violated our Return Policy and Procedures, as well as our Terms and Conditions, including (but not limited to) your agreement to submit truthful and accurate information.  As a result, please be advised that your return has been denied. 
  Moreover, to protect our other customers and business, this serves as notice that you are prohibited from placing any further orders with the Luxottica family of companies and brands until further notice.  You cooperation with this directive is expected and required.  If you make any further orders from any Luxottica websites or retail locations, Luxottica will take appropriate action consistent with its legal rights.
  

  Sincerely

  Luxottica Customer Resolution Team

  Customer Answer

  Date: 10/23/2023

  this is my receipt from Oakley refuting your warehouse companies findings that my package only weighed less than a pound. Whatever your company has going on internally needs to be solved immediately and my money needs to be returned. This is the exact tracking number I was given to return my products and as you can see the weight and date that are on the receipt do not even match your guys investigation. You have no need to worry about if I will ever buy from oakley or any of the luxotica brands and I will begin a campaign against the ugliest acting corporate business Ive ever come across. With this receipt I take this to small claims court and demand my money comes back along with emotional distress so you absolutely will be hearing from me and my lawyer unless my money is returned IN FULL. 

  Business Response

  Date: 10/23/2023

  Hello ***********,
  Thank you for the additional information about your survey response and experience with Oakley. Your feedback is valuable in identifying opportunities for improvement as we strive to deliver the best possible customer experience.
  Our parent company Luxottica contacted you on 6/30 as well as 9/28 regarding your refund. All the information you may need will be on that communication. We have no further information we can provide.
  We apologize for not meeting the level of service expected and hope we have satisfactorily addressed your concerns. If this did not solve your issue, please reply to us so that we can assist you further.
  Thank you,
  Luxottica Customer Resolution Team

• Initial Complaint

  Date:10/21/2023

  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.

  On October 27th 2021, I purchased a pair of Oakley Sunglasses Model ****** for $215.00 from Amazon. The s**** holding the frame together came loose and will not s**** back in. Realizing the glasses are still under the two year warranty I filed a claim which they denied not stating a specific reason. I sent them the following message on 10/19 and have yet to receive a response. "I have received your response to my warranty claim for the defective glasses. I provided pictures showing that the s**** holding the frame together is faulty. It came loose on its own and will not tighten. It is defective. I provided a valid proof of purchase and the glasses are within the two year warranty period. I do not understand why you are not honoring my valid warranty claim. These are expensive glasses and I would expect better from the Oakley brand. I look forward to a response explaining in detail the reason for the denial".

  Business Response

  Date: 10/23/2023

  Hello ******,
  
  Thank you for reaching out to Luxottica via the BBB.

  After reviewing your account, we can confirm with you that your service request was denied by our aftersales team.

  If you would like, we can send you a promotional code to purchase an entirely new pair at a steep discount.  Otherwise, we are unable to alter or override any decision that the After Sales team has made.  If they have determined your product as out of warranty, then we cannot change that.

   

  Please let us know if you would like us to send you a promo code for a new order.

   

  Thank you,

  Luxottica Customer Resolution Team

  Customer Answer

  Date: 10/23/2023

  Thank you for the response. However the warranty claim for the glasses was submitted prior to the end of the two year warranty period. You have not stated the reason for the claim being denied. You have offered a "steep discount" on a purchase for a replacement but did not state how much the "steep discount" Is. Without this information I do not feel that I should accept a compromise on a valid warranty claim. I am looking forward to your response with the information I have requested,  so I can have enough information to make an informed decision concerning my warranty claim.

  Business Response

  Date: 10/23/2023

  Hello ******,
  The reason for the claim being denied was the frame/screw/lenses appeared to be damaged while you attempted to fix them.  Based off the pictures and comments you provided us with. This made them unrepairable and also voided the warranty.  This would not be considered a manufacturers defect since you mentioned damaging the screw/frame,and would not be covered under our warranty.
  
  Discount amount 40% off (AB9-XGGK-L11X-9LZ3)
  
  Thank you,
  Luxottica Customer Resolution Team

  Customer Answer

  Date: 10/25/2023

  Thanks for your response. however you say that the warranty is void, stating that I said I tried to repair them. That is not true I did not try to repair them. I only said that the s**** would not tighten. This was an observation THAT WAS BASED ON THE **** THAT THE ***** DID NOT COME LOOSE BY THE ***** UNSCREWING ITSELF. The s**** came out of the female side of the frame on its on. It was obvious that it was due to the a defect in the female part of the frame where the s**** is suppose to s**** into. I do not understand why you are twisting my words to get out of honoring your warranty. This appears to be typical of your approach to honoring the warranty. I am not satisfied or pleased that you are  choosing to not honor your warranty.  If that is the case I have learned a valuable ****** about your products quality and your lack of commitment to stand behind your product quality.

• Initial Complaint

  Date:10/20/2023

  Type:Delivery 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 ordered a sunglass from Oakley and never received the order.It shows that it was delivered by the **** but I never received it.I checked with my community front desk and they never received it.I want my order or a full refund.I tried to reach out to them but everything errors out .... I can't chat or email.

  Business Response

  Date: 10/23/2023

  Hello *****,
  
  Thank you for contacting Oakley! I'm sorry to hear that you did not receive your package. 
  
  In order to process the claim we will need you to provide us with some information. Please click on the link below to fill out our lost package form so that we can get begin your claim. Once we receive your completed form, please allow up to 3 weeks for the investigation and refund. You'll receive a follow up email communication once it has been completed. 
  
  Lost Package Form Link: *************************************
  
  Again, thank you for contacting Oakley. Have a great day!
  
  Best Regards,

  Luxottica Customer Resolution Team

  Customer Answer

  Date: 10/23/2023

  
  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,
  
  ***************************
  
   
  

• Initial Complaint

  Date:10/20/2023

  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.

  Order H00372876793 was placed on 8/14/23 for 5 items that were subsequently returned in the exact same manner in which they were received. The returned items were confirmed as having been received on 8/23/23 and I was informed it could take up to 15 business days for the refund to be processed. When I checked back for status on numerous occasions I was never given a clear reason for the delay. I finally spoke with a representative on 10/16/23 who said that the refund had been processed and would be credited back to my account in 3-5 business days. I reached out once again on business day number 5 after seeing no credit to my account and am now being informed that "the warehouse" can only account for one of the items that were returned. Since this is now well over a month that I have been seeking resolution, I asked for the issue to be escalated to someone who could assist me immediately and was told that no one would be available for another ***** hours. I would like this issue resolved and my refund credited as soon as possible.

  Business Response

  Date: 10/23/2023

  Hello ***,

   

  Thank you for reaching out to Oakley via the BBB.

   

  We understand that you are claiming to have returned your entire order back to us.  Unfortunately, that is not true as we only received 1 pair, which will be fully refunded within 15 business days from the day it was received.

   

  In order for us to refund the other pairs purchased in this order, you must first send them back to us.

   

  Until the additional product is sent back to us, no action can or will be taken.

   

  Thank you,

  Luxottica Customer Resolution Team

  Customer Answer

  Date: 10/23/2023

  I am not sure how to proceed given this response. We clearly seem to be existing in alternate realities given that it has been well past 15 business days since they received the return for one item which has not yet been refunded, let alone the entire order which I know was shipped back to them in that same box. How does any customer for that matter know that the items they return will be properly credited? Are these shipments not weighed by the sender each way? If these weights are compared then I think it will prove that the entire order was returned as stated and this is perhaps some sort of mistake at the warehouse level.

  Business Response

  Date: 10/24/2023

  Hello ***,
  An internal investigation indicated that your return is not in compliance with our Return Policy; we are, therefore, unable to process your refund.
  If you think there was an error you can send a letter to this mailing address:
  

  Luxottica Legal Department
  4000 ************
  ***** ** 45040
  We are sorry for the inconvenience.
  

  Sincerely,
  Luxottica Customer Resolution Team

  Customer Answer

  Date: 11/04/2023

  I dont understand the vague response of not being in compliance. Obviously, I am unsatisfied with the response as I know that five items were returned and they claim to have only received one. Unless they can explain how this happened, I dont know how we come to a resolution.