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

  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:03/10/2023

  Type:Order 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 saw online they had a deal where you spend $200 + you get a free back pack. I ended up purchasing $200 + dollars of sunglasses in the Oakley store. The sales rep at the store said she was aware of the deal but was never sent any backpacks in store and suggested I reach out to customer service to get it accommodated. I am hoping this can be as I bought 2 pairs of glasses and this is my six pair alone not mentioning all the ones my husband has bought as well. Im hoping that this can be honored please and thank you.

  Business Response

  Date: 03/13/2023

  Hello ******,

   

  Thank you for reaching out to Oakley via the BBB.

   

  After reviewing your account, we can confirm with you what was told to you on 3/8 by our customer service team.  Unfortunately, the promotion you are referencing was for online orders only and does not apply to orders made inside of physical store locations.

   

  You may feel free to make a retturn at the store you purchased from, and place a new order online to ensure that you receive the promotion you are looking for. 

   

  We appreciate your understanding,

   

  Thank you,

  Luxottica Customer Resolution Team

• Initial Complaint

  Date:02/28/2023

  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.

  I purchased an Aro3 MIPS helmet from Oakley at the end of November. I removed it from the retail packaging, and placed it in my room. With the holidays, work commitments, and poor weather, I was just now able to use the helmet. (February 26th).Upon adjusting the straps on the helmet to wear it for the first time, I noticed the outer shell moulding had not been glued properly in all areas, and there are several small voids between the plastic shell and inner portion of the helmet. In addition to the above, the helmet does not fit properly, and placed pressure on my temples. This makes no sense, because I owned the same helmet and size previously, and I had plenty of room in that helmet.Upon contacting Oakley, and fully explaining the situation, and asking what my options were considering while the helmet had never been used, I was outside of a typical return window. Oakley's response was to simply state I was outside of the return window for returning products that don't fit, and I was offered a 30% discount; which is a very standard approach from Oakley. There was no comment from them about the shell being glued poorly, or the fact I'd previously owned this exact helmet in this exact size, and that one fit very well. (Which indicates I was sent a helmet that deviates from standard sizing). At a minimum, I should have been offered an exchange under warranty, and in this case, I should have also been offered the option to return the defective helmet for a full refund. I've been buying sunglasses from Oakley for many, many years, and their helmets the past few years; however, based off this experience I'm not sure that I will ever buy their products again. Their warranty and return windows are both suboptimal, and their customer service is very poor.

  Business Response

  Date: 03/01/2023

  Hello ******,

   

  Thank you for reaching out to Oakley via the BBB.

   

  We regret to hear about the multiple issues you have been having with your Helmet that you purchased in November of 2022.

   

  After reviewing your account, we can confirm with you that you are unfortunately outside of the return timeframe and we will be unable to offer a return for a refund of this product.

   

  However, since you mentioned that your product may be defective, we suggest that you file a warranty claim through our After Sales department.

   

  You can submit a service request online at the following link: *******************************************************************************************

   

  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

  Customer Answer

  Date: 03/01/2023

  I was offered mo option of filing a warranty claim previously when contacting Oakley, and instead offered a discount. Considering the helmet is still clearly new, was sent to me with defects, and I received poor customer service, I should have the option to return the helmet for a refund or replacement. In this case, after customer supports initial reposne, and the fact I had to contact the BBB to be offered any assistance at all, I no longer wish to do continued business with Oakley. That they are still expecting me to again file another request through their site instead of simply reaching out directly to me now to offer a solution, shows their continued lack of customer service. 

  Business Response

  Date: 03/01/2023

  Hello ******,

   

  Apologies that  we are unable to submit a warranty claim on your behalf.  Once your warranty claim has been filed, we will continue to assist you until your issue is resolved.

   

  Thank you,

  Luxottica Customer Resolution Team

• Initial Complaint

  Date:02/17/2023

  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.

  Product: She's Unstoppable non prescription sunglasses Date of Purchase: 08/30/2022 Price: $159.54 Order Number H00342781129 Delivery Date: 09/02/2022 Date of Warranty Claim: 01/21/2023 Date of Response: 01/28/2023 Date of Rebuttal: 01/28/2023 Final Response: 02/01/2023 I purchased the sunglasses and the adhesive which holds the rubberized pads failed within 3 months. I filed a claim that was determined to be out of warranty. The adhesive that was used to manufacture the product failed. How is that out of warranty? I responded as such and was told that since I didn't provide a proof of purchase, the matter would be dropped and the request was closed the following day. Proof of purchase was provided on the original request. I purchased the product from the manufacturer through their own website as I have done many times before. I provided the order number H00342781129 which includes the proof of purchase. I would like Oakley to honor the warranty and repair/replace the product as their warranty states. The material used to manufacture the product failed and as such is EXPRESSLY included as a defect in their warranty. I believe Oakley does not want to honor the warranty as the product is no longer sold or manufactured in that size. If that's the case, then offer a refund or a similar product in that size or similar size for that product.Attached is their initial response and the photos I attached to the original warranty claim.

  Business Response

  Date: 02/17/2023

  Hello ****,

  Thank you for contacting Luxottica After Sales via the BBB.

  Great news! We received your eyewear/eyewear images. However, the proof of purchase was missing. In order for us to proceed, we are in need of this information. Please resubmit your warranty request and make sure to include a copy of the proof of purchase which includes:Date of purchase, Location, Total amount of purchase, And the fully completed product warranty card.  The *** that you included in your complaint should work as proof of purchase when you submit your new claim. Again, thank you for contacting Luxottica After Sales. Have a great day!

  Best Regards,  Luxottica Customer Resolution Team

  Customer Answer

  Date: 02/21/2023

  I was not asked for a proof of purchase when creating the service request. Only the Order number from Oakley.com. I provided that number as requested as well as all of the photographic evidence as attached to this complaint. If I need to provide a copy of the order details as a proof of purchase in addition to the order number, that should be called out specifically in the instructions when creating the service request.

   

  I have created a new service request and have again provided the Oakley.com order number instead of a proof of purchase. If the request is again denied for a lack of proof of purchase then it only points to a fundamental flaw in how orders directly from Oakley.com are handled in regards to service requests versus purchases from retail vendors. I would like to see either the policy corrected or clear instructions added to the service request creation page asking for a copy of the order details page from Oakley.com in addition to the order number from Oakley.com along with alternative options if the purchaser cannot provide a digital copy for any reason. I will update this complaint with the response from the second service request 10302668 and make determination as to my satisfaction with the resolution at that time.

  Business Response

  Date: 02/21/2023

  Hello ****,

   

  Thank you for reaching back out to us regarding your complaint.

   

  After reviewing your account and most recent warranty claim, I collaborated with a member of our aftersales department who was able to approve your claim.

   

  Within the next 24 hours, you should be hearing directly from them via email with an update on the status of your claim and the next steps to follow.

   

  Have a great day,

  Luxottica Customer Resolution Team

  Customer Answer

  Date: 02/21/2023

  
  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:01/26/2023

  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 1/16/23 I ordered a pair of sunglasses on their ipad app in store as they did not have the pair I wanted. I was told I would get them in 3 to 4 days. That was lie number 1 as when I got home and received an email it said estimated delivery was 1/23/23.Today is 1/26/23 and I still do not have the glasses. I tried to call the store I ordered from, but they never pick up. I was given a number to call on the order confirmation. I choose that option and choose the option for store purchase. The representative says they cannot look up store purchases only .com. Anytime I choose the store option it keeps sending me to the .com people only. That is lie number 2. No one seems to care to help me as they have my close to $300 and I have no glasses. This is bordering on fraud.

  Business Response

  Date: 01/26/2023

  Hello ********,

   

  Thank you for reaching out to us via the BBB regarding your complaint with one of our retail store locations.

   

  We regret to hear about your experience thus far.

   

  If you could, please reach back out to us with the stores full address, phone number, location name, and location number so that we can properly escalate this through the proper channels.  This information will be necessary for us to be able to further assist you.  Unfotunately, we do not have access to store order information on our end, only orders placed from Oakley.com.  Additionally, your complaint did not include the specific stre location information that is reuqired for us to better assist you.

   

  Lastly, please note that your order is a custom order and We have experienced an unexpected increase in orders over the past few weeks resulting in some delays with our processing lab.  The lab is diligently working to get your order manufactured and shipped to you as soon as possible.  Once your order ships, you should receive a shipping confirmation email that will contain your tracking information.  We apologize for the delay and inconvenience.

   

  Thank you,

  Luxottica Customer Resolution Team

• Initial Complaint

  Date:01/20/2023

  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 bought Oakley glasses and I have a warranty issue. They know I have an issue thats covered under the warranty. I tried and tried to get help from Oakley and finally someone named ******* got in touch with me, told me to go to a Lens Crafters and they would give me a new pair of glasses. I called LensCrafters and they said they didnt have my glasses in my size. They couldnt do anything for me and Id have to select a different style. I dont want different a different styles. I want what I bought. I told them I had this problem before and they usually find them in another store and have them sent or they call Oakley to send a pair. They couldnt find the glasses in another store and said they couldnt call Oakley. I have been going around and around and calling nos. that dont answer and I cant get any help from anyone. I keep emailing them and am getting no answers. I have gone without my glasses for several weeks and am coming up on a month. I need them as soon as possible. If someone doesnt help me ***** going to file all kinds of complaints with every entity possible and add this issue to social media. Everyone should know how Oakley/Luxottica treat their customers.

  Business Response

  Date: 01/23/2023

  Hello *****,

   

  Thank you for reaching out to Luxottica via the BBB.

   

  After reviewing your account, it appears that your issue was resolved on 1/20/2023.  The representative you spoke with sent you a 100% off promotional code.   If your issue is still not resolved, please feel free to reach back out to us.

   

  Thank you,

  Luxottica Customer Resolution Team

  Customer Answer

  Date: 01/24/2023

  
  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:01/18/2023

  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.

  Yes ordered a pair of Radar EV Path sunglasses and asked for frame color Safety Orange and received light pink frames very disappointing. Sent them a photo of what they sent and the lady said that's Safety orange. Are you kidding me. Over 300 dollars for glasses that look different than photo it showed me online. Look at the huge difference in color. I don't get it want them replaced with red frames. Your Safety Orange is not Orange it's pink hands down!

  Business Response

  Date: 01/18/2023

  Hello ******,

   

  Thank you for reaching out to Oakley via the BBB.

   

  We regret to hear that the product you recieved looks slightly different in person than it did in the pictures online.  After reviewing your account, it appears that earlier today 1/18/2023 your order was replaced with order A00004409967.  In a separate email, you should have recieved an order confirmation.  Once your replacement order ships out, you will recieve a tracking number via email.

   

  Thank you,

  Oakley Customer Resolution Team

• Initial Complaint

  Date:01/17/2023

  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.

  I placed two prescription glasses orders on Nov 25 and Nov 28, (order #H00349909205 and H00351371484) with the same prescription. After I received both pairs of glasses, my eye doctor told me that the glasses were made incorrectly the prescriptions for both glasses were off and yet different although I uploaded the correct prescription. I returned the first order (H00349909205) and got a refund. However, for the order H00351371484, I requested a redo and sent back the glasses, but I never received the new pair of glasses. The website shows a new order H00353804215 as "completed" but I never received it.

  Business Response

  Date: 01/23/2023

  Hello Peiran,
  
  Thank you for reaching back out to us regarding your complaint with the BBB. We're sorry to report that we were unable to complete your redo as the Activate (Low Bridge Fit) Satin Black frames, OX8169F-0155, in size Medium, you had ordered are currently unavailable. Please advise if one of the alternative color options here would work for you: **********************************************************************************************

   

  Unfortunately this stock issue was preventing your initial order from being sent out, which is why you never got it. 
  
  
  If you are not interested in an alternative frame color we can refund your original order instead.
  
  We apologize for any inconvenience this may cause and look forward to hearing from you.
  
  If you have any further questions, please feel free to let us know.
   
  Thank you for choosing Oakley. Have a great day!
   
  Best Regards,
  Oakley Customer Resolution Team

• Initial Complaint

  Date:01/12/2023

  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 Oakley sunglasses less than a year ago for more than $200.00. The nose piece broke into pieces and can no longer be used. Oakley Failed to warranty the sunglasses. There was no satisfaction guarantee. They asked me to purchase another pair at a slightly reduced price. Therefore, others should be warned not to purchase glasses with inferior quality plastic. This will be my last pair of Oakley sunglasses since Oakley does not care about their customers experience with their products. I am very disappointed and want to let as many others know of the inferior quality product. Buyer beware.Supporting docs were provided to Oakley already.

  Business Response

  Date: 01/13/2023

  Hello ****,

   

  Thank you for reaching out to Oakley via the BBB.

   

  We regret to hear that your nosepiece broke and that the damage was not covered under our manufacturers warranty.  Unfortunately, our warranty does not cover accidental damage or normal wear and terar, which is what this would be considered.  However, there is another option for you.  We recommend checking our replacement parts site to see if the part you need is available there.  Once in possession of the part, you may take them to any of our stores for a free repair. 
   
  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,

  Luxottica Customer Resolution Team

  Customer Answer

  Date: 01/14/2023

  Oakley is asking me to join the *** program and pay an additional 50 percent for an inferior product that should not have broken.  Then drive two and a half hours and leave the glasses for repair.  Not everyone lives next door to an Oakley store that provides repairs. Oakley is arrogant and does not care about their customers.  That is why I will never purchase another Oakley product. Oakley does not believe in Satisfaction Guaranteed or your money back.

  Business Response

  Date: 01/16/2023

  Hello ****,

   

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

   

  We expect our customers to feel welcome, cared for and important; we apologize if you felt this was not the case. We appreciate your candid and constructive comments and have forwarded your feedback to our management team to ensure the matter is properly addressed.

   

  We apologize for not meeting the level of service expected and for any inconvenience this has caused. Again, thank you for your time and for being a valued customer.

  Best Regards,

  ********************** Customer Resolution Team

   

  Customer Answer

  Date: 02/01/2023

  Hopefully your management will understand that when $200 Sunglasses plastic nose piece breaks.  The glasses should be replaced by the company.  No questions asked.  What ever happened to satisfaction guaranteed or your money back.

• Initial Complaint

  Date:01/09/2023

  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.

  I ordered lenses for frames that I have. The lenses were not cut deep enough to put into the frames. I took the lenses to an eye care center who advised the same thing. The lenses were not cut deep enough to be put in the frames. I cannot get a rep on the phone however I was able to chat with one on the web site. I was advised a refund would be issued once I completed the online form. I have completed two forms but I am getting no response back from the company. This has been going on since November. I ordered the lenses in October. Longest I waited to speak to a rep was 45 mins before I hung up. Order: ******

  Business Response

  Date: 01/09/2023

  Hello ***** ,
  
  Thank you for contacting us regarding your replacement parts order. We did in fact receive your request to return your item on 11/29/2022.
  
  We only offer returns with a full refund minus any original shipping fees for 30 days from the date of delivery. We dont offer exchanges; you are welcome to place a new order at any time.
  
  Please do the following to ensure you receive a prompt refund:
  
  1.Print a copy of the original invoice by logging into your account and going to account details.
  2.Package the items you wish to return and include the copy of the invoice.
  3.Address the package to:
  
  ATTN: ******************** INC.
  Replacement Parts Return Center
  Invoice #
  
  923629
  101 *************************, Suite 390
  *********, ** 30253
  
  4.Take the package to the post office, get a tracking number for your return and mail the package.
  5.Reply back to this email with your return tracking number and we will take it from there.
  
  Again, thank you for contacting Luxottica After Sales. Have a great day!
  
  Best Regards,
   
  Luxottica Customer Resolution Team

• Initial Complaint

  Date:12/19/2022

  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.

  Two complaints with Oakley.com 1) I provided my email address on the promise I'd receive "great" offers as a member of their "MVP Progamme" . Now, every day or other day, I receive promotional emails for sales or offer items. Problems are: (a) The prices Oakley.com is offering are always more than I can buy from a local store (including official Oakley stores on many occasions) and (b) it is deceptive and misleading to describe pricing as promotional or a "sale price" or "special offer" when the net discounted price is the same day after day, week after week.I don't know why Oakley appears to lie about its promotions, and MVP customer status 2) I have tried to unsubscribe from their spam scam emails on at least 3 occasions - using the unsubscribe link in their spam scam emails. Despite being notified (at https://www.oakley.com/en-us/unscribe-feedback) that I have been successfully unsubscribed & Oakley's claim that "WE'RE SAD TO SEE YOU GO!" those scammy spammy emails just keep on coming. I've been exclusively wearing Holbrookes for 10 years and have owned about 5-6 pairs in that time. My current pair (purchased for less in ** than the Oakley.com sale price) is likely going to be my last pair. Nothing against the sunglasses - just the company that sells them.

  Business Response

  Date: 12/21/2022

  Hello *****,

  Thank you for contacting Oakley. I am sad to see you go! While we have sent a request to our technical support team to have your email removed from our mailing list, we recommend clicking the Unsubscribe button on the bottom of the original email to ensure removal.Please allow up 10 business days for your email address to be fully removed from our mailing list.If you have any further questions, please feel free to let us know.Again, thank you for contacting Oakley. Have a great day!

  Best Regards,

  Oakley Customer Resolution Team