Complaints

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:06/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 23469724
  
  I am rejecting this response because:
  It has been deemed "under warranty" for 4 years in a row for the exact same problem- it is absolutely a defect or it wouldn't happen every songle year in THE EXACT SAME PLACE- Literally ridiculous that you are not standing behind "lifetime warranty " abd want to offer a reduced price fir the same glasses i assume will break every year and you wont stand behind warranty- I have every response for every year "under warranty " why is this any different? Its not - they don't want to do the right thing
  Sincerely,
  
  **** ********

  Business Response

  Date: 06/16/2025

  Hello ****, 
  
  Thank you for contacting ********* After Sales.
  
  We are reaching out regarding your inquiry. We are sorry to inform you that your service request ******** was deemed out of warranty. The service request was deemed out of warranty due to the damage not being a manufacturing defect and not covered under warranty, The outcome can not be changed. We apologize for the inconvenience. 
  
  Again, thank you for contacting ********* After Sales. Have a great day!
  
  Best Regards, 
   
  ***** H
  Luxottica Warranty & Repair **************

  Business Response

  Date: 06/16/2025

  Thank you for contacting Costa! I am sorry to hear about the issues you were having with submitting an online warranty claim.For additional assistance with submitting an online claim, simply gather the following information:-proof of purchase -picture of damage (close and far pictures)-picture of internal temple (markings of the inside left arm)Once this has been gathered, please chat one of our warranty experts for claim assistance and provide an on the spot evaluation at ************************************************************************ !Again, thank you for contacting Costa. Have a great day!

  
  

  Customer Answer

  Date: 06/19/2025

   
  Complaint: 23469724
  
  I am rejecting this response because:

  Consumer

  Most Recent Message

  Date Sent: 6/16/2025 5:01:12 PM
  

  The response from Costa was to simply refile the request(#********)  Which I have done.  I didn't see anywhere to explain the history with this product, so I opened a chat. The chat employee stated he did not see the orginal request from 2022.  He was very nice and got out of the chat so that I could attach the response which actually states it was "deemed as defect in workmanship or material."  He stated they cannot do anything without a receipt which I am sure was attached to the email in 2022,otherwise why would they have approved it? Or in 2023 and in 2024.  I have attached it below-

  So I can't say whether I accept or reject the business proposal, since there was no proposal except to tell me to refile it.

  
  Subject
  Service Request - **** ******** - Main Defect: Lenses
  
  Response By Email (***** L) (09/27/2022 02:43 AM)
  Hello ****,
  
  We have received your Service Request for your Costa eyewear. Your Service Request Notification number is 312848668.
  
  For any future claims, since you live in one of the 50 US States, please submit a service request through website instead of using the link for **** territories. The **** territories link is to be used only by our customers residing within a **** territory (ie. ***********, ****, *******************, American Somoa, etc.)
  
  Upon evaluation of your Service Request, we have determined that the issue was due to defective material or workmanship, we will be replacing the sunglasses for you at no cost.
  
  I have attached the shipping label to this email. Please print out the label attached and use the shipping label to mail us your defective sunglasses.
  
  Your new order will ship to you in 14 business days of the delivery date of your defective sunglasses.
  
  Please ship your defective sunglasses to us within 30 days or the offer does expire and void.
  
  If you have further questions, please feel free to contact us.
  
  Best Regards,
  
  
  
  ***** *.
  Luxottica **************** Center
  
  
  
  Question Reference # ******-004185
  Date Created: 09/26/2022 01:04 PM
  Date Last Updated: 09/27/2022 02:43 AM
  For additional information on **************** or Replacement Parts, visit us at:
  Costa ******************************************************************************************** Portal

   

  
  
  Sincerely,
  
  **** ********

  Customer Answer

  Date: 06/23/2025

  What your company continues to do is to change the reason with each person who gets involved. It MOST CERTAINLY is a defect as evidenced by prior emails from within your company. It is THE SAME DEFECT EVERY YEAR. Now, you are trying to find some loophole with the warranty policy "that has changed" magically. I might understand this if this was the first communication we had; however, I have provided emails and service numbers for you to know the history.  I believe you are quite certain most people dont keep original receipts so that way you can get out of replacing or repairing defective glasses and feel good about yourself. 
  I sent you the original receipt with the first request, which you can't find ( just like you couldn't find the original request). It shouldn't matter because the original glasses have been 3 times AND it is a DEFECT. I also sense that is the reason you are changing your policy- to get out of so many people sending back this defective eyewear.
  
  
  ************ knows VERY WELL I purchased these glasses before 2025, because you have a long documented history of that.
  
  
  I will not be paying you extra money to buy glasses that are defective.  ************ needs to do the right thing and replace the defective pair.  
  
  
  If not, I will continue to file a complaint to the Better Business Bureau and with our Discover card where we orginally bought the glasses.
  
  
  
  
  
  
  
  Sent from the all new *** app for iOS
  
  
  On Thursday, June 19, 2025, 9:13 PM, Luxottica After Sales <*************************************************> wrote:
  
  
  Subject
  Costa USA Chat
  
  
  Response By Email (**** W) (06/19/2025 10:13 PM)
  Hello ****,
  
  Thank you for contacting Luxottica After Sales. I am sorry for any confusion.
  
  For service request submitted before 2025, the warranty does not request for a receipt. But the warranty has been changed since 2025.
  
  ********* Warranty covers manufacturer defects and does require proof of purchase. If you do not have the receipt, the claim will be considered as out of warranty.
  
  You have reached the Luxottica USA Warranty and ********************** We do not have access to your store orders since the warranty facility and stores do not share the same system. 
  
  For the inconvenience, we would be more than happy to provide you with a 50% off code to use on your future purchase on the **************************************************************** the new pair of glasses. Could you please help to confirm whether you would like to take advantage of the code? 
  
  I apologize for any inconvenience. If you have any further questions, please feel free to let us know.
  
  Again, thank you for contacting Luxottica After Sales. Have a great day!
  
  Best regards,
  
  **** *.
  Luxottica Warranty & Repair Service Center
  
  Question Reference # ******-008269
  Date Created: 06/16/2025 03:45 PM
  Date Last Updated: 06/19/2025 10:13 PM
  For additional information on **************** or Replacement Parts, visit us at:
  Costa ******************************************************************************************** Portal
  
  
  
  

• Initial Complaint

  Date:06/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 23448533
  
  I am rejecting this response because:Costa should have the original receipt because its included in repair number ********, which you emailed to me on August 19, 2022. The original pair was purchased before the date change, so it should still be covered under warranty, despite this being the second pair. I believe it is important that this situation is resolved promptly. It is frustrating for a loyal consumer to have to go through this, especially after supporting your products from the beginning. This situation is simply unacceptable.
  
  Sincerely,
  
  ***** ****** 100% replacement of any sunglasses that I choose, especially since they have stated that the model I currently own is no longer available. I also insist that this replacement includes glass lenses, as the issue I am experiencing pertains to the plastic lenses, which seem to be problematic. I have never encountered such issues with any other glass-lensed sunglasses from ************************* feels as though Costa Del Mar is not taking my concerns seriously, and I am left feeling frustrated and undervalued as a customer. I will not withdraw this complaint until I receive a satisfactory resolution in the form of a complete replacement.Thank you for your attention to this matter.

  Business Response

  Date: 06/10/2025

  Limited **************************** Warranty - Sunglasses (Non-Rx)
  For any sunglasses (non-prescription) purchased on or after November 3, 2022 that experience a manufacturing defect* in materials or workmanship within two (2) years from date of purchase, we will repair or replace them (with an identical or reasonably equivalent style at our option) at no cost to you. You will need a proof of purchase to submit a warranty claim for manufacturing defects.   
  After two (2) years or for damage to your sunglasses not caused by a manufacturing defect*, were happy to service you with a separate Repair and Replacement Program. Please read more about our how it works here. 
  This limited warranty is non-transferable and may only be exercised by the original purchaser, unless local law in your jurisdiction requires the transferability of this warranty.
  This limited warranty gives you specific rights.  You may have other rights that vary from jurisdiction to jurisdiction. 
  For any sunglasses purchased before November 3, 2022, please visit here or information on those limited warranties.
  Have a question about our limited warranties? For additional information, please chat with us
  MAKE A CLAIM HERE
  Copy link to this article
  RX Sunglasses and ******************************* Warranty
  Your Costa Prescription Sunglasses and/or Prescription Eyeglasses also come with a built-in 2-year limited warranty. Since they are prescription, your authentic lenses and frames must be returned to your ******** Practitioner for warranty service. For frame-only warranty claims, please submit your claim through the Limited Warranty claim portal.
  Manufacturing Defect: We warrant Costa Prescription (Rx) sunglass lenses and frames against defects in materials or workmanship for two (2) years from the date of purchase. Costa will repair or replace (with an identical or reasonably equivalent style), at our option, our prescription lenses and frames determined by Costa to have a manufacturing defect.**
  Scratches: We warrant all Costa Prescription (Rx) sunglass and ophthalmic lenses against scratches for one (1) year from the date of purchase. Costa will replace scratched lenses one time and in the identical form (material, color, coatings and prescription) as originally purchased for both Rx sunglasses or eyeglasses.
  You are responsible for any cost of shipment to your ******** Practitioner, and proof of purchase is required. For additional limited warranty information, please contact us.
  This limited warranty is non-transferable and may only be exercised by the original purchaser, unless local law in your jurisdiction requires the transferability of this warranty.
  This warranty gives you specific legal rights, and you may also have other rights which vary from jurisdiction to jurisdiction.

   

  ******************************************************************************************************************

  Customer Answer

  Date: 06/11/2025

   
  Complaint: 23448533
  
  I am rejecting this response because it seems that my claim will remain unresolved, and as a result, I am going to take my business elsewhere. All of this over just $100? It's quite disappointing and frankly, quite greedy. Costa should be embarrassed by this situation. The original Costa were purchased over 5 years and should still have the the original warranty.

  DO NOT BUY FROM THIS COMPANY! THEY DONT CARE ABOUT YOU!!!!

  Going to file a claim with the ********** and consumer services now and recommend everyone else do the same. Here is the link > *************************************************

  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 06/11/2025

  Unfortunately, you are outside of the 2 year warranty window.  The service request you referenced (10169369)was completed in 2022, more than 2 years ago.

• Initial Complaint

  Date:05/31/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 23401133
  
  I am rejecting this response because: the warranty states the sunglasses should be repaired or replaced at no cost to me.  Taking a pair of sunglasses off my head should not snap the frame and any reasonable person would agree that this is the result of a manufacturing defect in materials or workmanship. A discounted replacement does not meet the terms of the warranty and is a breech of contract. 
  
  Sincerely,
  
  ******** ********

  Business Response

  Date: 06/02/2025

  Hello ******** , 
  
  Thank you for contacting ********* After Sales.
  
  We are reaching out regarding your inquiry. We are sorry to inform you that the issue with your glasses has not been determined to be the result of a manufacturing defect. We can close your service request and provide a one time courtesy 70% off code for the out of warranty service request. We apologize for the inconvenience. 
  
  Again, thank you for contacting ********* After Sales. Have a great day!
  
  Best Regards, 
   
  ***** H
  Luxottica Warranty & Repair **************

  Customer Answer

  Date: 06/02/2025

  Costa initially offered me 50 percent off, then 70 percent off when I explained they were breaching the terms of the warranty agreement.  They are now offering ***************************************** paying $90 for a pair of sunglasses from a company that doesnt stand by their warranty.  Please help. 

  Business Response

  Date: 06/02/2025

  Hello ******** , 
  
  Thank you for contacting ********* After Sales.
  
  We are reaching out regarding your inquiry. We are sorry to inform you that the issue with your glasses has not been determined to be the result of a manufacturing defect. We can close your service request and provide a one time courtesy 70% off code for the out of warranty service request. We apologize for the inconvenience. 
  
  Again, thank you for contacting ********* After Sales. Have a great day!
  
  Best Regards, 
   
  ***** H
  Luxottica Warranty & Repair **************

  Customer Answer

  Date: 06/02/2025

   
  Complaint: 23401133
  
  I am rejecting this response because:
  It does not meet the terms of the warranty agreement.  I dont want to spend $90 on a product from a company that doesnt stand by their word.   
  

  Why isnt a frame that snaps when I take them off my head considered a manufacturer defect or workmanship problem.  Is this how they are supposed to function after 9 months of wearing them?  Is this not a product defect?

  Sincerely,
  
  ******** ********

  Customer Answer

  Date: 06/02/2025

  They offered me the same 70 percent off.  They are not meeting the terms of the warranty.  Can you help?

• Initial Complaint

  Date:05/09/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 23309583
  
  I am rejecting this response because: If the product is out, you can substitute the reefton pro glasses w/ green mirror glass lenses. I bought the glasses specifically because they were on sale. A simple refund doesn't account for the savings I was planning on due to the glasses being on sale. 
  
  Sincerely,
  
  **** **********

  Business Response

  Date: 05/12/2025

  We are reaching out regarding your inquiry. We are sorry to inform you that the product is now out of stock and unable to provide a replacement order. As a one time courtesy, we have started the refund process as of 5/10/2025 in the amount of $175.44. Please allow up to 3-5 business days for this refund to be reflected back to the original form of payment. We apologize for the inconvenience. 

  Business Response

  Date: 05/13/2025

  "I am rejecting this response because: If the product is out, you can substitute the reefton pro glasses w/ green mirror glass lenses. I bought the glasses specifically because they were on sale. A simple refund doesn't account for the savings I was planning on due to the glasses being on sale. " Unfortunately, no we cannot "substitute" your order for any other item as our systems are not set up that way.  Because of this, your order was cancelled and refunded and we ask that you place a new order at your own convenience if you would like.

   

  Order 7726168518956 had a 15% off promotion applied to it.

   

  Please use the code below on your next online purchase to receive 15% Off. Valid until 12/31/27. 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: CSGEN-40HP8EWN

   

   

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23309583
  
  I am rejecting this response because: that offer doesnt get the purchase price of an equivalent new pair of glasses down to the price I originally paid. 
  
  Sincerely,
  
  **** **********

  Business Response

  Date: 05/14/2025

  Please stop sending Ryan  Penningtons replies to us.  I can send you guys whatever documentation you need, the original order was 15% off, we gave him a 15% off promo code and he is arguing that the price of his new order will not be exactly what his original order was.

   

   

  The original item is out of stock and cant be reordered, so the customer has to pick a different item, at a different price point, we have less and more expensive pairs of glasses available the customer issue has been resolved and there is nothing more we can do to resolve it any further.

  Business Response

  Date: 05/14/2025

  Hello ****,

   

  We will not be arguing with you any longer, as this will be our last response to you via this platform.

  We have explained n wmultiple times that your original order had a 15% off promotion applied to it.

  As such, we provided you with another 15% off promotional code that you can use to plac a new order.

   

  Our deepest apologies that we do not have any other pairs available at the exact price point as your original order.  That is entirely outside of the customer service teams control.

   

  Our best suggestion for you would be to check back periodically and see whether or not an item becomes available at the EXACT price point that you are demanding.

   

  Have a fantastic day **** we wish you all the best.  This issue has been resolved and we will not be responding any further.

   

  Thank you,

   

• Initial Complaint

  Date:05/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 23274853
  
  See attached PDF for my response.
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 05/02/2025

  Thank you for contacting ********* After Sales. I am sorry but the frame break is jagged in claim 10936123 which denotes not a manufacture defect issue. I am sorry but we can not change the results.

  Business Response

  Date: 05/14/2025

  Hello *****,
  
  Thank you for the additional information about your survey response and experience with After Sales. Your feedback is essential in identifying opportunities for improvement as we strive to deliver the best possible customer experience.
  
  Thank you for contacting ********* After Sales. I am sorry but the frame break is jagged in claim 10936123 which denotes not a manufacture defect issue. I am sorry but we can not change the results.
  
  Please use the code below on your next online purchase to receive 50% Off (ONLY 1 Item up to $300). Valid until 12/31/27. 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: ASGEN-79YMIGNJ
  
  We apologize for not meeting the level of service expected and for any inconvenience this has caused. 
  
  Best Regards,
  
  **** G
  Customer Resolution Team 

  Customer Answer

  Date: 05/19/2025

   
  Complaint: 23274853
  
  See attached for my response.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:03/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 23128167
  
  I am rejecting this response because:  I received these glasses from Costa Del Mar back in January of 2019.   All glasses sold by Costa Del Mar, until November 2022, were covered by Costa Del Mar's lifetime warranty.  These were from 2019, when Costa's motto was "Buy them for Life".  These glasses have rubber nose piece and arm coverings that surely won't last forever and in fact only lasted a few years in the Florida sun.  The rubber was clearly a defect, just using it in the first place was defective.  In doing a simple search online, I see numerous complaints about the rubber appearing way back to 2009, so not a new problem that Costa Del Mar is not aware of.  I also see that Costa Del Mar has since ***laced the soft rubber with a hard rubber product. 

  I see a variety of responses by Costa, from providing new pairs to fixing the rubber.  On the site ********************, on the site **************, on the *************, this problem of the nose piece and rubber on the arms is abundantly documented, and reference from a Costa Del Mar *** who said the rubber was ***laced with a hard rubber that does not fail.  My glasses did not have hard rubber...   They were ***lacements for my original "legacy" glasses and continue to carry the lifetime guarantee, which did not end until glasses purchased after November 2022 and newer.  These glasses clearly fall under the lifetime guarantee, they came direct from Costa in 2019.   All i want is a pair of glasses as a ***lacement, ones that don't have rubber added to the frame. 

  Costa also acts like they offered me a new pair when I filed the claim, they offered me a tiny discount.  Now they are offering me a 50% discount, for an item they should be ***lacing for free.  Costa Del Mar was party to a class action lawsuit over their warranty claims in 2019 and the company was slated to close in 2020.  The class action suit was about Costa Del Mar charging excessive fees when covering items that should have been covered by their lifetime warranty, much like they are offering me now, that I should pay 50% of the cost of a new pair for ***airs that should be covered for free.  Costa Del Mar lost that class action suit and changed their warranty to two years a few years later. I obviously take care of my glasses, there is barely a scratch on the lenses....  I have kept them in the case when not being used but that rubber does not hold up in the Florida heat, sorry, defective material choice, should be fully warranty covered.  

   

  COSTA LIMITED WARRANTIES FOR PRODUCTS PURCHASED BEFORE NOVEMBER 3, 2022
  Costa's ***************** Lifetime Warranty
  We warrant Costa sunglasses* against defects in materials or workmanship for the lifetime of the product.
  Costa will ***air or ***lace (with an identical or reasonably equivalent style), at our option, any product determined by Costa to have a manufacturer's defect. For additional limited warranty information, please chat with us ************************************************************************.
  
  Sincerely,
  
  ******* ******

  e trying to get away from their old legacy warranty.

  Business Response

  Date: 03/28/2025

  Service request 10904811 was determined to be out of warranty.

   

  A replacement was offered, which was declined by you.

   

  Please use the code below on your next online purchase to receive 50% Off (ONLY 1 Item up to $300). Valid until 12/31/27. 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: ASGEN-AF58LCUC

  Business Response

  Date: 04/01/2025

  Service request 10904811 was determined to be out of warranty.
  
  A replacement was offered, which was declined by you.
  
  Please use the code below on your next online purchase to receive 50% Off (ONLY 1 Item up to $300). Valid until 12/31/27. 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: ASGEN-AF58LCUC

  Business Response

  Date: 04/01/2025

  This has been resolved, the warranty clim was considered to be outside of warranty by our ********************** customer was provided with a more than generous 50% off promotional code as well as a quotation to replace his original pair with, which he declined.  These is nothing more that can be done here as we cannot re-open previously closed forms.  The customer needs to either use the 50% off code they were given or stop bringing this up as it has been resolved previously.  The customer provided no receipt, and we cannot honor a lifetime warranty when the receipt the customer provided is something they made in ********* Word.  Attached you will see the fake "proof of purchase" that this guy submitted, which is why his claim was denied.  There is nothing anyone can do within the company to re-open a previously closed service request. 

  Customer Answer

  Date: 04/01/2025

  this is a photo from Costa Del Mar's website to show where the list of service records came from.  Costa claims I sent them a fake receipt, a new direction for them since last time they claimed the glasses were out of warranty yet now they are questioning the receipt. 

  Costa Del Mar has a lifetime warranty on all their sunglasses until a few years ago.  This pair in question was originally from a pair I purchased years ago, sent in for repairs, they did not have that pair available anymore and they sent me a replacement pair, the ***** glasses that I am now looking to have covered under their legacy lifetime warranty.  the sent them to me on January 29th, 2019.  They are now trying to claim that the screenshot of the service record when they sent me those glasses is a "fake receipt".  It is the record of the transaction when they sent me the pair in question.  They have now deactivated the link to the transaction, leaving only my last purchase link active.  If I had thought they would deactivate the link that shows this pair in question, i would have taken a screenshot when it was still active.  They are trying to hide the transaction now.

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23128167
  
  I am rejecting this response because:  See the photo above of MY ACCOUNT on ********************'S WEBSITE.  They claim i submitted a "fake word document" that was actually just a copy and paste from their website of my account.  Nearly every pair of Costa Del Mar sunglasses i own were purchased directly off their website.  Costa Del Mar knows they gave me those glasses as a replacement for another pair returned under warranty. 

  Every pair of Costa Del Mar sunglasses came directly from Costa Del Mar's website or from "Shades of ********", a sunglass store that was located in ******** that is now out of business.  Costa del Mar was sued, and lost, for not honoring their legacy warranty and are now just trying to bully me. 

  They know exactly where my sunglasses came from and they know that any glasses purchased prior to 2022 are covered by their lifetime warranty, remember their phrase "buy them for life".  If they are just going to continue to deny their responsibility for fixing my glasses for free (not offering me a discount on another pair) I want the BBB to see their response for what it is, they are not honoring their warranty.  I was hoping to get this resolved this way but I'm headed next to the Florida Attorney General and then to Small Claims. I will gladly run this as far as need be and hope the BBB gives them the mark they deserve for not honoring their warranty.

  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:03/20/2025

  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 own Costa Fantail sunglasses. These were purchased with a lifetime warranty around 10 years ago. The earpiece rubber pieces along both frames are falling off the hard plastic frames. I contacted warranty department. The spokesman for Costa stated there was a manufacturing problem with these frames having the rubber like pieces falling off ; just like I stated to him on phone. The representative stated to me to send Costa several photos of the rubber falling off ****************************** would then send me repair instructions for me to return sunglasses to costa for replacement of the frames at no charge to me because of a manufacturer defect. I sent Costa the requested photos with sunglass I D numbers included in photos. I received an email from Costa stating the sunglasses were out of warranty!

  Business Response

  Date: 03/20/2025

  Tell us why here...Hello *****
  
  Thank you for the additional information about your survey response and experience with After Sales. Your feedback is essential in identifying opportunities for improvement as we strive to deliver the best possible customer experience.
  
  Service request ******** was determined to be outside of warranty.
  
  Please follow the below steps to use your discount code: 1. Visit our website to make your selection. 2. Once you have made your selection, proceed to check-out (Please be sure of your selection before adding the code. Once the code is entered, it is marked as redeemed). 3. Enter promotional code CS100-6T4YHAS  to order your new frame. *This code cannot be used in conjunction with any sales, promotions, or cyber deals going on through the website*
  
  We apologize for not meeting the level of service expected and for any inconvenience this has caused. 
  
  Best Regards,
  
  **** G
  Customer Resolution Team 
   

• Initial Complaint

  Date:03/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have purchased multiple pair of the Fernandina womens sunglasses with the blue lenses. I live in ******* and spend a lot of time on a boat and offshore fishing. I've had two pair that were and to warranty and a third that needs replaced due to the lens falling out and cracking. Costa no longer makes the blue lense for the Fernandina and has not created another aviator style frame for small faces. There is one plastic option for women with small faces that does not fit my face well. I'm now stuck with a pair of Fernandina with a brown lense that doesn't work for fishing, a credit for glasses that costa doesn't make in my size any more and about to be a third credit that I won't be able to use. **************** states to restyle because there is nothing they can do. There are stores with the frame and lense in ****** but I'm told I can't order them and use my credits. Costa were my favorite glasses and I have 6 pair myself but this is awful customer service and has left me with a bunch of wasted money.

  Business Response

  Date: 03/19/2025

  The supervisor you spoke with around 11AM this morning noted that you will need to restyle as the frame/lens combination you are seeking is no longer available.

• Initial Complaint

  Date:02/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 22962603
  
  I am rejecting this response because:

  How is it past a "lifetime warranty" also how is a frame warping and rubber wearing off not a manufacturer defect. Their must be no pride in their products anymore. 
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 02/20/2025

  Thank you for contacting ********* After Sales. Upon review of your eyewear, the damages were deemed as out of warranty. There are several reasons for this, however the top reasons are:- Out of waranty timeframe.- Receipt from purchase was not provided.- Damage was not a manufacture defect and is accidental damage.Again, thank you for contacting ********* After Sales. Have a great day!

  Business Response

  Date: 02/26/2025

  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.

• Initial Complaint

  Date:02/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased Costa Antille sunglasses from EZ Contacts on 8/20/24, Order #******* I was wearing the glasses last month when the frame suddenly came apart.The sunglasses were not dropped or damaged by me in anyway. The frame and the lenses are completely intact and without any damage. The head of one of the screws holding the arms (or temple) of the sunglasses snapped leaving the threaded portion of the s**** nearly impossible to remove. I took the sunglasses to several sunglass shops that sell Costa and was told the repair was too difficult but that the issue should be covered under my warranty. I filed a warranty claim through Costa's website (Request ********) which was denied without reason. There is only a list of "common causes" of warranty claims being denied which I do not believe my claim falls into any of those explanations. I have spent over an hour of time trying to talk to a competent individual in customer service that can explain why my claim has been denied without any success. I was hung up on after 30 minutes on hold with the first individual, then spent several minutes on online chat whom told me a supervisor could not assist online and was referred back to the phone customer service line. I then requested a supervisor again on the phone and was told there was a "system error" and that this was the reason I was disconnected the first time. The representative took my information down and promised me he would have a supervisor contact me before end of business hours. It is now ****************************************************************** The only resolution that has been offered is a discount on a future purchase. This is absolutely absurd that I would even consider buying another pair of Costa sunglasses after this experience. I firmly believe my sunglasses have a manufacturer defect and I request that my warranty claim be reviewed and accepted.

  Business Response

  Date: 02/11/2025

  WHAT IS COVERED BY WARRANTY (examples):
          Delamination and/or peeling of sun lens coating
          Bubbles or imperfections in lens coating 
          Premature flaking or deterioration of frame coating
          Soldering defects of temple hinges and/or barrels
  
      WHAT IS NOT COVERED BY WARRANTY (examples):
          Normal wear and tear (scratches or pit marks on sun lenses )
          Any damages caused by accident, abuse, neglect, shock, improper use or storage of product
          Damage caused by chemicals (hair spray, cologne, window cleaner, alcohol, etc)
          Damage caused by unauthorized modifications or repairs
          Loss of eyewear
          Prescription (Rx) lenses

  
   To express our sincere apology for the frustrations we would like to offer you 50% off a future purchase on ************************** . Please accept this as a token of our gratitude for your loyalty. Please follow the below steps to use your discount code: 1. Visit our website    to make your selection. 2. Once you have made your selection, proceed to check-out (Please be sure of your selection before adding the code. Once the code is entered, it is marked as redeemed). 3. Enter promotional code
  CSGEN-7X7NWEQ7   
   to order your new frame. *This code cannot be used in conjunction with any sales, promotions, or cyber deals going on through the website*