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 Inc

  460 5th Ave #2-113 San Diego, CA 92101

• 

  Oakley Inc

  25530 Commercentre Dr Lake Forest, CA 92630

• 

  Oakley Inc

  32257 US Highway 19 N Palm Harbor, FL 34684-3708

• 

  Oakley Store

  5135 W Alabama #6080 Houston, TX 77056

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:07/13/2023

  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, I have placed an order online - order number: H00363715903 I have received the order to late as there was issues with delivery.. they started a claim with *** and thanks to that they have ended up delivering my order but a week later. This was still within the return policy timeline and so I have gone ahead and requested a return on my order. I have followed each and every instruction provided to me to return my order along with the prepaid label provided to me by Oakley. As of now it has been over a month since my return has been delivered and signed for by them, however they are refusing to give me a refund because apparently I violated something. This is absolutely crazy and just a lame excuse to steal from customers. At this point I dont have neither my money nor my order that I purchased. Pure theft. Beware everyone! You will not get refunded if you return your order. They will make you wait a month just to tell you that you have been robbed ! I will be posting negative reviews everywhere regarding this

  Business Response

  Date: 07/17/2023

  Dear ******,
  An internal investigation indicates that the carrier has delivered the package at the address indicated by you. We recommend opening a claim with the carrier directly.
  We are sorry for the inconvenience.
  Sincerely,

  Luxottica Customer Resolution Team

  Customer Answer

  Date: 07/17/2023

  hello, I dont think you understood my concern. While I have received the merchandise in the first place,  I have initiated a return on your website and returned them back to you guys using the prepaid return label you had provided to me. 
  I kindly request you to get in touch with your warehouse to locate my return and process me my refund, as it has been over a month since the delivery date of my returned products I have sent back to you guys and I have not get any updates! Which is absolutely ridiculous 

  Business Response

  Date: 07/18/2023

  Dear ******,
  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.

   

  We will no longer be replying to this complaint.
  
  Sincerely
  Luxottica Customer Resolution Team

• Initial Complaint

  Date:07/11/2023

  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 have purchased Oakley sunglasses for decades pit Boss elite etc . I purchased this pair for my wife over a year ago and she finally had enough yesterday when the lenses keep popping out off the frame and made the comment that gas station glasses have held up better!!! I did not pay for cheap workmanship and Oakley to cut corners and I did not pay for the lenses to pop out of the frame!!!If Oakley is going to start being cheap and start making sunglasses cheap like Chinese made junk I will go elsewhere from now on!! Its ridiculous that people pay big money and have to deal with poor workmanship and design!!!!

  Business Response

  Date: 07/17/2023

  Hello ****,

  Thank you for reaching out to Oakley via the BBB.

  We regret to hear about the issues surrounding your Oakleys and we are here to help.

  We recommend setting up a warranty claim, by submitting a service request online at the following link: ******************************************************************************************* Please note that the link works best using a desktop/laptop using Firefox or ****** Chrome. This site is not compatible with mobile devices and other browsers.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.Once your request is received, someone will be in contact with you in 5-7 business days via email with the options that are available.

  Thank you,

  Luxottica Customer Resolution Team

   

• Initial Complaint

  Date:06/22/2023

  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.

  On April 22nd 2023, i purchased 10 items for a total amount of $2407.48 . The delivery came late. ******** was intended as a gift for my family living overseas. Since the order was late, i couldn't send the items overseas and i initiated a return. I received two shipping labels as all the items cannot be placed in a single package. I returned the items via *** and received confirmation that the package was delivered. Oakley waited for three weeks for processing. I contacted customer service 4 times during this time frame. I received a initial refund of $885.48 for some items in the box. I was told that the rest of the items are still processing and i will receive a refund , when they finish the processing. On June 22 nd 2023, i received an email from oakley.com claiming that the return was not in compliance with the policy and not able to return my balance amount. I contacted the customer service and they told me, they are unable to process the refund. I contacted *** and they said the product was delivered. I do have the receipt confirming the delivery of the products to Oakley location. Oakley.com scammed me by taking all the products and cancelled my refund of $1522.00 They are claiming that the return is in violation but refunded some products from the same package. I would like to remind the consumers that Oakley.com is not customer friendly!. BEWARE of this seller! They will try to scam you and take your money.My order number is H00362662469 Return Number is R00004643022 *** Tracking number for 2 packages 1Z8835089093880849 1Z78F4Y29091908685 Please take a note of this and interfere in this matter. I lost all my products and $1522.00 I would like a refund and a proper explanation of the status

  Business Response

  Date: 07/06/2023

  Dear ******,
  An internal investigation indicates 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: 07/06/2023

  This is the same message I received from Oakley customer service. They did not mention what is out of compliance. I returned the products exactly as per the directions. They stole my money and the products.

  Business Response

  Date: 07/17/2023

  Dear ******,
  An internal investigation indicates 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

• Initial Complaint

  Date:06/15/2023

  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 placed an order for two pairs of sunglasses on 6/14/2023. The order was placed at 9:48 PM Eastern standard time. I mistakenly placed an order for a pair of sunglasses that were advertised as normal size, but ended up being extra large by the time I place the order all Oakley offices were closed, and I was unable to contact the business. At 9 AM Eastern standard time on 6/15/2023. I reached out to Oakleys support team to cancel the order. They notified me that they are unable to cancel the order even though the items have not yet Shipped, they are forcing me to continue with the purchase and then dealing with a return process. They claimed that I shouldve contacted them within an hour after purchase, even though this was impossible because their customer service was closed. Again, they are forcing me to continue with the purchase that I have clearly stated I am uncomfortable with I feel as though this business practice is predatory.

  Business Response

  Date: 06/15/2023

  Hello *****,

   

  We regret to hear that you ordered the wrong item and then were unable to cancel the order.

   

  I can confirm with you that the information you were previously provided is in fact accurate.  

   

  We are unable to cancel the order, and to get a refund, you must go through the return process.

   

  We understand this is inconvenient but unfortunately, this is the only way that we can resolve your issue.

   

  Thank you,

  Luxottica Customer Resolution Team

• Initial Complaint

  Date:06/08/2023

  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 12 pairs of sunglasses for a total of $1293 from Oakley on May 4th for a party, decided I didnt want the glasses anymore and wanted to return. I mailed all 12 pairs of glasses back on May 10th. After being on the way in *** system for a while I contacted *** asking about the status. They told me that my package had been lost in transit and that they couldnt help me receive my money back, and to contact Oakley since they gave the return label. The return tracking number is 1Z 78F 4Y2 90 **** ****. Oakley has continuously told me to wait weeks after my return and refuses to refund my order. I would like bbb help in getting my money back from Oakley. As my product has been returned, it is not in my control that *** lost the package in transit. This is a lot of money to be out-$1300 and I am devastated

  Business Response

  Date: 06/12/2023

  Hello Rett,

   

  Unfortunately, we were unable to locate your previous interaction history.

   

  Could you please reach back out to us and provide the email address that you were using to correspond with **?

   

  Thank you,

  Luxottica Customer Resolution Team

• Initial Complaint

  Date:06/08/2023

  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.

  Highly advise shopping with them if you have a problem with a package you'll get a response back if you're lucky. Package was shipped and *** gave me an update saying my address was wrong and the package was returned to the sender. I emailed support right away to figure out what was happening and to try and have my package redelivered. It was ultimately returned to them and obviously now I wanted a refund to not have to deal with anymore shipping problems. After a month of going back and fourth and being promised a refund they have not done anything to help me. I had to email multiple times just to get a response. Worst customer support I have had to deal with. They're claiming it was fraud even though the package was clearly not delivered. Not sure how much more clear this situation could have been. Called my bank and filed a dispute to get my money back. Biggest waste of time.

  Business Response

  Date: 06/08/2023

  Hello, 
  
  Thanks for your response. We apologize for the confusion. We will let you know once we have more information. 
  
  Best regards,
  
  ************
  Oakley Customer Resolution Team

• Initial Complaint

  Date:05/15/2023

  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's Ejector sugnlasses online about 2 months ago. The frames have started stretching out and now the sunglasses are constantly sliding down my face. I reached out to customer service and rather than work with me on issuing a refund or exchange for a new item, they are only willing to send me a new pair. I do not want a new pair, the glasses are not high quality and stetch out over time and the same thing would happen to a new pair of the same glasses. I'm actually quite shocked that Oakley customer care is not willing to work with me on my request.

  Business Response

  Date: 05/16/2023

  Hello ******,

   

  Thank you for reaching out to Oakley via the BBB.

   

  We regret to hear that your Oakleys are not working out for you, and that you cannot return them.

   

  After researching this order, we have gone ahead and initiated a return for a full refund for you as a one time exception.  In a separate email, you will be receiving a pre-paid *** return label.  Upon receipt of your return, your order will be fully refunded within 15 business days.

   

  Thank you,

  Luxottica Customer Resolution Team

• Initial Complaint

  Date:05/13/2023

  Type:Delivery 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 date Apr 11, 2023 5:42 PM Sold to Account ******; Paid: $125.81 Purchase Order Number H00361794729 *** number': C303281470 I purchased two pairs of Oakley replacement lenses for two pairs of sunglasses I already own. I initially researched and purchased the lenses to replaced old, scratched lenses in my current sunglasses. The lenses I received are not cut to match my lens jackets (frames) as anticipated. I called/inquired on 5/12/23 why my order (*********************************************************...) popped up a message that the refund request is denied (attachment/highlighted). The business was closed for the weekend; preventing me from reaching customer service to explain the following: On Oakley's website, very fine print states 'custom SUNGLASSES' are not returnable. I did not buy custom SUNGLASSES. I bought replacement lenses only. Based on the phone prompts, there appears to be no 'dial option' avenue to click to speak to someone to remedy what I seek to resolve. Having been a consumer of Oakley sunglasses over four decades, my hope is that Oakley will accept their product back and refund my money to maintain my faith and support of this company's fine-quality products. Thank you, BBB, for your time and support in this matter.

  Business Response

  Date: 05/15/2023

  Hello *******,

   

  Thank you for reaching out to Oakley via the BBB.

   

  We regre to hear that your order did not work out.

   

  After reviewing our account, we have initiated a return for a full refund for you, and in a separate email you will be receiving a pre-paid *** return label.  Upon receipt of your return, your order will be fully refunded within 15 business days. 

   

  Thank you,

  Luxottica Customer Resolution Team

• Initial Complaint

  Date:03/23/2023

  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.

  Received some Oakley sunglasses as a gift about 8 months ago. within six months the arms just kept popping off the frame. it appears the arms are made to pop off easily, but they quickly got to the point where they wont stay on at all. It appears as a defect in their design. Wrote to Oakley to ask if I could send them in to get them fixed. They said I was out of warranty and would not be of assistance to me

  Business Response

  Date: 03/24/2023

  Hello *******,

   

  Thank you for reaching out to Oakley regarding your complaint.

   

  We regret to hear that your glasses are broken and that they are not covered by warranty.

   

  Did our ************************************** give you a specific reason as to why they were not covered?  If it was an issue regarding proof of purchase (since these were a gift) then we suggest attempting to obtain that information from the person who you got the gift from.  

   

  Your other option would be to purchase replacement parts through our Aftersales Portal.  However, in interaction 230317-004216 it appears that those specific parts are currently out of stock.  However, they do have other similar color options available as was mentioned to you in their email from 3/18.

   

  For further assistance, please reach out directly to our ************************************** as they will be able to best assist oyu regarding this complaint.

   

  Thank you,

  Luxottica Customer Resolution Team

• Initial Complaint

  Date:03/23/2023

  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 ordered Custom ******** oakleys on the 20 March 23. Paid the $193.93 for order H00360102663. The reciept says Your item will be delivered on March 24. Once i hit submit. It didnt ask me to confirm anything not even an address. One i got the confirmation in my email. Nothiced correct billing address but wrong delete address. Called and had the manager lie to me said he changed the address. Got no tracking so chatted in and they said there is nothing they can do. I have to wait for delivery. I again said i will not get them going to wrong address. They refuse to do anything and said it can take up to 7 days to ship even though my confirmation receipt says march 24th 2023 to the wrong address. I demanded cancel and refund and they refuse and ended chat.

  Business Response

  Date: 03/23/2023

  Hello ******,

   

  Thank you for reaching out to Oakley regarding your complaint.

   

  We regret to hear that there was an issue with your delivery address and that we were unable to cancel the order as it is currently processing and cannot be cancelled.

   

  After reviewing your account, it appears that your address was updated in our system and I can also confirm with you that we are unable to cancel this order at the moment as it is still processing and cannot be cancelled as we do not have the ability to do so.

   

  Additionally, I see in the notes here that your phone call was escalated and you talked to a supervisor named "******************"  ******* indicated that once your order ships, he will refund 30% back to you for the inconvenience.  Also, he noted that if for some reason the re-routed address does not go through, that he will submit a new replacement order for you.

   

  Is there anything else that we can do for you to help put your mind at ease regarding this order?  If so, please do not hesitate to reach back out to us.  

   

  As always, we are here to help and are on your side.  We will continue assisting you with this order until your issue is resolved to your satisfaction.

   

  Thank you,

  Luxottica Customer Resolution Team

   

  Customer Answer

  Date: 03/23/2023

  I did talk to **** after I submitted this complaint. Once I get the order I received I will end this complaint. **** is the second manager I talked to and looks like he actually is doing something about hopefully. The first one said he was but never did anything . But I do want to add it is your customer who builds your company. It is my money that keeps your business going. This will be the last set of Oakley sunglasses i ever buy along with my prescription glasses. This was the worst way you could of treated a customer that has been shopping with for over 20 years and now it has come to an end. You may want to change some customer service policy and procedures for your SOP is failing to customers who pay attention to details. Have a nice day and I hope this ***************. Because I thinking this will just be brushed off. I will resolve once I get the product on the march 24 like my Reciept says or refund. No if ands or buts. 

  Business Response

  Date: 03/24/2023

  Hello ******,

   

  Thank you for reaching back out to us.

   

  After reviewing the status of your order (H00360102663) it appears that it is currently out for delivery today, Friday 3/24. *** tracking 1Z8835081377431704. (******************************************************************************************************************)

   

  Have a great day,

  Luxottica Customer Resolution Team

   

   

  Customer Answer

  Date: 03/28/2023

  
  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.

  But I will not be buying an Oakley products again. 

  
  Regards,
  
  ***********************