Business Profile

Optician

Luxottica Retail North America Inc.

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Complaints

This profile includes complaints for Luxottica Retail North America Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

928 total complaints in the last 3 years.
291 complaints closed in the last 12 months.

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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:06/19/2025
Type:Product Issues
Status:
UnansweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Business Name: Target Corporation / Target Optical
Location of Purchase: Target Optical – ******* ****
Date of Purchase: [Insert Date]
Receipt Number: *******************

Complaint Summary:

I purchased a pair of Ray-Ban Meta Skyler smart glasses along with a protection plan from the Target Optical located at ******* ****. When I attempted to return the item at a Target location in *****, a Target customer service employee opened the sealed box and discovered that the glasses were missing. The box only contained a regular pair of glasses and some paperwork — not the product I paid for.

I contacted Target Guest Services twice regarding this issue:
• Reference #*********** (June 11)
• Reference #*********** (June 12)

During one call, I spoke with Senior Specialist L***, who stated that this was a Target Optical issue. Target Optical later contacted me and stated it was actually a Target Electronics issue and that the case had been passed along. As of June 16. I have not been contacted by Target Electronics.

This situation has caused significant inconvenience and confusion, especially given that I also paid for a protection plan on an item I never received. I have attached photographic evidence of the box contents.

Resolution Requested:
• Shipment of the correct Ray-Ban Meta Skyler smart glasses
• Store credit as a goodwill gesture
• Full application or refund of the protection plan if applicable to the item

I am submitting this complaint to the BBB because multiple follow-ups with Target have failed to result in a resolution. I am requesting prompt action to resolve this matter.
Initial Complaint
Date:06/18/2025
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.
Date of the Transaction:
May 16, 2024

The Amount of Money Paid:
I paid for 2 $200 Ray-Ban eGift Cards

What the Business Committed to Provide:
Ray-Ban committed to providing a $400 egift card in order to combine the two gift cards that I purchased.

Nature of the Dispute:
The gift card issued (Card #: *****************, Reference #: ###-###-####**) was confirmed by Ray-Ban via email on May 16, 2024, to have a value of $400. However, upon attempting to use the card, I discovered it was only loaded with $250, leaving me short $150.

Business's Efforts to Resolve:
I have reached out to Ray-Ban customer service multiple times by email and phone to resolve the issue, but have received no resolution, correction, or follow-up response.

Desired Outcome:
I want Ray-Ban/Luxottica to either add the missing $150 balance to my existing card or issue me a new gift card loaded correctly with the promised $400 total.
Business Response
Date: 06/19/2025
Hi *****,

Thank you for reaching out to Ray-Ban.com! I'm sorry to hear about your gift card.
We have reached out on your behalf to address this matter and will send you an email update as soon as possible.
We appreciate your patience.

Again, thank you for contacting Ray-Ban.com! Have a wonderful day!

Best Regards,

A******.
CustomerCare************
***************
Customer Answer
Date: 06/20/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

The response from Ray-Ban does not resolve my complaint. While they acknowledged the issue, no concrete action has been taken and no timeline was provided. I originally contacted Ray-Ban weeks ago about merging two $200 gift cards, which they approved. However, the balance still does not reflect the correct total, and repeated follow-ups have gone unanswered or resulted in vague, unhelpful replies. Simply stating that an update will come “as soon as possible” without actual resolution or accountability is not acceptable.
I am requesting that Ray-Ban immediately correct the gift card balance or issue a new consolidated gift card totaling $400, as was previously approved.

Regards,

***** ********
Initial Complaint
Date:06/17/2025
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.
purchased a pair of sunglasses from the Sunglass Hut location at **** ******* Shops (********** ******** **). I was sold a product that was presented as brand new. However, after wearing it only once, we noticed a visible scratch on the lens.

Upon closer inspection, it became clear that the scratch was already present at the time of purchase, but we didn’t notice it until after the first brief use. The product had no protective sealing or packaging that would prevent prior handling, leading us to believe it may have been a display item sold as new — without proper disclosure.

When I returned to the store to request a replacement or refund, the staff refused, claiming the damage was caused by us. However, I am confident that the scratch was not caused by our use. This kind of practice — selling a possibly used or damaged item as new without disclosure — is unacceptable and misleading to consumers.

I am still well within the return window, and I have proof of purchase along with photos of the defect.

I am requesting A full refund

If the issue is not resolved, I am prepared to escalate further.

Thank you for your attention to this matter.
Business Response
Date: 06/17/2025
Thank you for contacting us. I am sorry to hear that your experience at one of our stores did not meet your expectations. We want to ensure we can resolve this as quickly as possible.

To ensure the proper team addresses your concerns we need to learn more about your experience in your own words. Please fill out our Customer Care Form so that we can best assist you. Once submitted, please allow up to 5 business days to hear back from the store.

To access the form, please visit:
****************
Initial Complaint
Date:06/12/2025
Type:Product 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.
Ordered 1 pair of rayban sunglasses for $220.25 on 5/14/2025 (order ********). The sunglasses were defective and I requested an RMA. I received and email that wanted to know how glasses were defective. I sent photos and I was offered on 5/21/2025 to discard the defective glasses and I would receive a full refund on my gift card. Since then, I received numerous emails regarding a refund that never happened.
Business Response
Date: 06/16/2025
Hello ****,

Thank you for contacting Sunglass Hut! We have submitted an escalated request for a replacement gift card for the refund of your order ********.

We will send you an email update as soon as possible. We appreciate your patience.

Again, thank you for contacting Sunglass Hut. Have a great day!

Best Regards,

Kelsie
**************************
www.sunglasshut.com
Customer Answer
Date: 06/16/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

I have been told this same response by Kelsie for 3 weeks. I need a firm date.

Regards,

**** *******

Business Response
Date: 06/17/2025
We will send you an email update as soon as possible. We appreciate your patience.
Customer Answer
Date: 06/17/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

**** *******
Initial Complaint
Date:06/09/2025
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 ordered 2 pair of sunglasses on the Sunglasses Hut ****** website. One 1 pair was inside the package and I have been spending more than a month now trying to resolve this issue. However, they are not responding to my emails and online forms at all. I wouldn’t suggest burying from this website anymore.
I purchased two pairs of sunglasses, but only one pair was delivered in the package. (I am missing the Oakley ****** ***** *).

Order Number: ********
Business Response
Date: 06/10/2025
Hello ****,

Thank you for contacting Sunglass Hut! I would be happy to assist you.

After searching, your lost package/missing item form was submitted on 05/30/2025. We are still processing the investigation. Please allow up to 3 weeks for the investigation. You'll receive a follow-up email communication once it has been completed.

I apologize for any inconvenience this may cause and greatly appreciate your patience. Please contact us if you have any additional questions or concerns.

Again, thank you for contacting Sunglass Hut. Have a great day!

Best Regards,

Jeremy C.
**************************
www.sunglasshut.com
Customer Answer
Date: 06/10/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

Regards,

**** *****
Initial Complaint
Date:06/06/2025
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.
Order #************* was placed on 5/15/2025. It was for prescription sunglasses to be delivered to a local Target store. As of 6/5/2025, the order status is still "being processed". Raised a ticket with customer service (Incident: *************), was provided with an ETA of 6/2 but that has also passed. Please fulfill the order ASAP or at least let me know if it cannot be processed and issue a refund.
Business Response
Date: 06/09/2025
Hello *****,

Thank you for reaching out to us regarding your Target Optical order *************.

Our apologies for the delay of your order.

Looking through the progress of your order, I have found that the lens to make your order was out of stock at first. It did come back in stock and then during installation it looks like the lens broke; that was yesterday. They started making the new one right away yesterday and your order is processing still today.

I will keep an eye on the order and if I see any other delays, I will let you know, but everything looks good at this point and it should be completed any day now.

Please let me know if you have any further questions,

Again our apologies for the delays; have a great day,

Theresa S.
TargetOptical.com Supervisor
Initial Complaint
Date:06/05/2025
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.
May 3, 2025

Always do my eye exam with Target
However when I tried ordering contacts through *************, the prescription was ineligible, therefore required confirmation from Target Optical. ************* tried calling them for verification, they hang up the telephone. On May 25, I called and spoke with someone they said they would email a copy of the prescription, never received it. Tried calling back, left voicemail, never received a call back. Tried calling, they hang up. I’m not able to verify my prescription, and i am very doubtful I am not the only customer they have treated this way. In fact, the representative from ***** ******** stated this happens way too often.
Business Response
Date: 06/09/2025
Thank you for contacting us. I am sorry to hear that your experience at one of our stores did not meet your expectations. We want to ensure we can resolve this as quickly as possible.

To ensure the proper team addresses your concerns we need to learn more about your experience in your own words. Please fill out our Guest Care Form so that we can best assist you. Once submitted, please allow up to 5 business days to hear back from the store.

To access the form, please visit:
****************
Initial Complaint
Date:06/02/2025
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.
In March 2025, I submitted a warranty claim (#********) to Luxottica for my defective Ray-Ban Meta smart glasses. The claim was approved, and I was directed by Luxottica to return the frames to the nearest LensCrafters location, which I did. At the time of returning the frames, I was charged $79 out of pocket, even though Luxottica had issued a warranty letter stating that both the replacement frame and prescription lenses were fully covered.

I have contacted Luxottica After Sales support multiple times. In their most recent response, they confirmed that the warranty covered the full cost of the replacement and lenses, and they were unsure why I was charged at all. Despite this acknowledgment, no refund has been issued, and no steps have been taken to correct the error.

I have provided all supporting documentation, including the warranty approval letter and the LensCrafters receipt showing the $79 charge. Repeated follow-ups have resulted in no resolution. I am now escalating this matter formally, as I have exhausted all other customer service avenues.

Escalation Case ID #************* **************
Business Response
Date: 06/02/2025
Hello *****,

Thank you for contacting Luxottica After Sales.

I have reviewed your service request ********. This claim has been deemed in warranty with a Lens Crafters letter to resolve and close you claim. This letter would cover a full replacement for your defective META frame. The dollar amount listed is the coverage for the frame per the cost on your proof of purchase. There would not be any additional cost for your prescription lenses as this was included with your Lens Crafters letter as well. I'm not sure I understand what charge was applied as the letter issued covered your META replacement frame and lens.

Again, thank you for contacting Luxottica After Sales. Have a great day!

Best Regards,

Luxottica Warranty & Repair Service Center
Customer Answer
Date: 06/02/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

The company is stating the warranty covered the total cost of the replacement frames. However, I was still charged $79 in-store to replace the frames as evidenced by the receipt I submitted.

Regards,

***** *****

Business Response
Date: 06/05/2025
Hello *****,

Thank you for contacting Luxottica After Sales.

I have reviewed your service request ********. This claim has been deemed in warranty with a Lens Crafters letter to resolve and close you claim. This letter would cover a full replacement for your defective META frame. The dollar amount listed is the coverage for the frame per the cost on your proof of purchase. There would not be any additional cost for your prescription lenses as this was included with your Lens Crafters letter as well. I'm not sure I understand what charge was applied as the letter issued covered your META replacement frame and lens.

Again, thank you for contacting Luxottica After Sales. Have a great day!

Best Regards,

Luxottica Warranty & Repair Service Center
Customer Answer
Date: 06/05/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

If the LensCrafters letter covered the full cost of the replacement frames and lenses, then why did LensCrafters charge me $79?

You can't deny the receipt — it clearly states “replacement warranty”. That directly contradicts your claim that no additional cost should have been applied.

Please explain how this happened and what steps you’re taking to issue a refund. This should have been a simple warranty exchange, not an out-of-pocket expense.

Looking forward to a timely resolution.

Regards,

***** *****
Initial Complaint
Date:05/31/2025
Type:Product 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.
Orders ************* and ************* from Targetoptical.com were both received with glaring defects. Order # ************* was placed to replace order # *************, which was defective. But both orders had very obvious defects that I thought would have been noticed by some sort of quality control before they were sent out. Sadly, that didn't happen. Both were sent out with these defects. I've already returned the first order, *************, and just started the return process for order # ************* that I received today, 5/31/25. I have attached pictures of the defects for both orders. Again, I am shocked that these glasses were sent out in this condition. One had some obvious damage on the frame on the front of the right lens. It looks like either a manufacturing defect or like the plastic was melted by some kind of solvent. The other pair, which I received today, has a spot on the right lens, almost in the center. At first I thought it was just a speck of dust. But when I tried to clean it off it wouldn't come off. And I can actually feel the defect in the lens with my finger, it's pitted in that spot. There's a small gouge in the lens there. So at this point I think I've pretty much given up on getting this pair of glasses undamaged. In fact I don't think I will be ordering anything else from Target Optical either as I have almost zero confidence in getting a pair of glasses without any defects. I'm not looking for anything monetary as I've returned both orders. I'm filing this complaint in hopes that someone higher up at Luxottica will look into what's going on at the ********** ** lab. I can't be the only customer who has received defective glasses from there, and I'm probably not the first customer that is going to be lost over the shoddy work from there either. I hope they can get their act together and I can start buying from Target Optical again in the future.
Business Response
Date: 06/05/2025
Hello ****,

Thank you for ordering with Glasses.com!

A refund has been submitted to your card in the amount of $331.86.

That refund may take approximately 3-5 business days to appear on your card, depending on your financial institution.

Thank you again for reaching out to Glasses.com. Have a great day!

Best Regards,

Joel V
Glasses.com Customer Care Stylist
www.glasses.com
Customer Answer
Date: 06/09/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

I don't even know where to start. First off, the company response is from Glasses.com. My complaint was against Targetoptical.com. I know they are both owned by Essilor/Luxottica, but that's just the first problem. The main issue I have with the response is that it does not address the orders involved in my complaint, which were targetoptical.com orders ************* and *************. They responded regarding a glasses.com order # *************, which had already been refunded and resolved. I would love for someone to actually read my original complaint and look at the attachments and respond to my actual complaint, not to a completely different order from a different company that was not at issue in this complaint. I won't hold my breath though. I guess given my many issues with the actual products provided glasses.com/targetoptical.com/Luxottica it shouldn't surprise me that they would completely ignore or at best misinterpret a complaint to the Better Business Bureau. Just confirms that the incompetence goes all the way to the top of Essilor/Luxottica.

Regards,

**** *****

Business Response
Date: 06/10/2025
Hello ****,

Thank you for contacting Glasses.com! I am sorry for the inconvenience.

After checking, we have created a replacement order for you.

Replacement order#************* delivered on 03/21/2025.

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

Thank you for contacting Glasses.com. If there's anything else I can assist you with, please reply to this email. Have a great day!

Best Regards,

Ulise L.
Glasses.Com Customer Care Stylist
www.glasses.com
Customer Answer
Date: 06/10/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

I'm going to try this one more time. This complaint is for Targetoptical.com, NOT glasses.com. It's about 2 orders of defective Ray-Ban prescription sunglasses (order numbers are in the original complaint that nobody has actually read). For the second time now, I have gotten a response from Glasses.com (not Targetoptical.com) about a completely different order than what was in the actual complaint. The second response above is from glasses.com regarding a pair of Oakley prescription glasses I bought from glasses.com, not about the Ray-Ban prescription sunglasses I bought from targetoptical.com. What do I have to do to get someone to actually read the original complaint and respond accordingly? CAN SOMEONE PLEASE JUST ACTUALLY READ THE ORIGINAL COMPLAINT AND RESPOND TO THAT???? It's about the shoddy work coming out of the Essilor/Luxottica lab in ********** **. I've gotten several defective glasses from that lab (from both glasses.com and targetoptical.com). I would have thought someone at Essilor/Luxottica would care that they're consistently sending out defective product from this lab. I guess they don't since they can't even be bothered to actually read customer complaints about it.

I'll say it again: CAN SOMEONE PLEASE JUST ACTUALLY READ THE ORIGINAL COMPLAINT AND RESPOND TO THAT????

Regards,

**** *****

Business Response
Date: 06/10/2025
Hello ****,

Thank you for contacting Glasses.com! I am sorry for the inconvenience.

After checking, we have created a replacement order for you.

Replacement order#************* delivered on 03/21/2025.

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

Thank you for contacting Glasses.com. If there's anything else I can assist you with, please reply to this email. Have a great day!

Best Regards,

Ulise L.
Glasses.Com Customer Care Stylist
www.glasses.com
Business Response
Date: 06/10/2025
Depending on the financial institution, it could take up to 15 business days from the date your package is delivered for the refund to be processed and the funds to be available. You can confirm delivery on the UPS website using the tracking number on the pre-paid label.
Customer Answer
Date: 06/17/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I don't really accept it as much as I'm simply giving up hoping that they'll actually address the subject of the complaint. Been back and forth with them several times now with this complaint, and at least now they are referencing the correct orders involved in the complaint. The first few rounds they referenced completely different orders that were not the subject of this complaint. The complaint was about the general lack of quality control at the Essilor/Luxottica lab in ********** **. But so far no response or reference to that from the company in several rounds of back and forth communication here. Again, I guess this is the best result I can hope for. So I'm not really accepting the response, but rather I am giving up on it ever actually being addressed.

Regards,

**** *****
Initial Complaint
Date:05/31/2025
Type:Billing 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.
Nothing was resolved. I was told two different times by ****** and two different times by LensCrafters that I would not owe anything unless I wanted the $35 eye picture. I said I don’t want it so they said I wouldn’t owe anything then they knew I was getting contacts because I cannot wear glasses or some glasses because it makes my head hurt for some reason no matter how much they adjust them. I have neurological issues. I’ve had been diagnosed with different things and I’ve had two brain surgeries. So nothing has been resolved they told me I would have to pay nothing out-of-pocket. I was lucky had that money for the 107 because I couldn’t see at all. Everything was extremely blurry and I needed an appointment and I decided I would try to resolve it later. Because I was lied to. It was not fair. When I’m told that $35 fee said I don’t want it. I don’t need the picture so they said you won’t owe anything. But if they felt bad, they could’ve took the $107 off that’s my opinion. I should not have paid 107 when I was told I did not owe anything. I again talk to my insurance company who contacted. We were both on the phone.. The insurance company and agreed that I should not have charged me because it was a contact lens only purchase an exam. But they charge me for eyeglasses, which I have never purchased from them for time. I cannot wear glasses because neurological issues and that makes my head hurt worse I can’t even wear sunglasses. But I was not supposed to be charged $107. They were not supposed to do the eyeglass exam. And there was really no fitting because the doctor actually said I’ll just put you in the contacts I had put you in the last time. after we got done with the phone call w/ LensCrafters but Ins and me both agreed that they were lying to us. She said that we had to have the glass exam in order to do the contact of them, but the ****** lady ******* and said I didn’t need the glass exam.
Business Response
Date: 06/02/2025
Store Response
Is Issue Resolved?
Yes
Is Customer Contacted?
Yes
Resolution Category
Listened and Apologized
Resolution Date
5/30/25
Resolution Notes
Pt was informed prior to time of service that the $107 was for a contact lens fit fee. Pt was explained at time of service that CL fits are ALWAYS out of pocket, by both ****** and OD Techs and received her annual supply at no cost. Pt was also informed that she did not have to get fitted for CLs or she could at a later date. Pt was also supplied a copy of her vision benefits
Associate Information
Associate Name
Andrew M.
Customer Answer
Date: 06/02/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

I was not told until I got there it would be $107. I was told 2 times before my appointment because I didn’t want any surprises that it would only be $35 out of pocket for the photo of my eyes. I told them I didn’t want it. They said then it wouldn’t be anything out of pocket. The doctor just prescribed me the contacts I had last time I had there. There was no reason to do the eye glass exam for contacts as well. I was told 2 x’s from them $0 and from ****** $0 as well said that. I was only told when I got there it was $107. I had to see so I had no choice but to get the contact exam and file a complaint after. They straight up lied before my date of my appointment. I want a refund. I can only where contacts and they were made aware of that ahead of time. I didn’t need a glasses prescription! I have neurological conditions and have had brain surgeries. I can’t wear glasses or sunglasses at all as they cause more head pain. I’d like to be able to wear them for evenings but I can’t due to the pain. I do not accept their answer. Again I was so blurry I had to get contacts and take care of the $107 later. That money was for bills. They told me on the phone since I didn’t want the $35 pic it would be nothing out of pocket. When I complained they threw in a few pairs of contacts and solution to go home with. That still doesn’t make up for the issue with the $107. When my ****** rep called with me to ***** Vision/ LensCrafters, we got off the phone with them and agreed the lady lied about a few things.

Regards,

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

Business Response
Date: 06/05/2025
Resolution Notes
THIS IS A ***** VISION COMPLAINT AND HAS BEEN FORWARDED TO THE OWNING DOCTOR- HOWEVER Have explained to customer multiple times how her benefits work and the Contact Lens fit is standard with any opthamologist, unless medically necessary (pt does not have a qualifying diagnosis) We have contacted her insurance to verify, and the claims representative agreed with us on the issue. Again, this is a ***** Vision complaint and has been forwarded to the owning DR
Associate Information
Associate Name
Andrew M.
Customer Answer
Date: 06/05/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

And as I found out from Another optometrist office. I found out that you only need one contact lens exam. You do not need a glass exam and the addition to it. Plus, it is optional for a fitting. They what they do is send you home with contacts and if they work for you, then you go back and then you order them and then you pay. Now, not ahead of time. Now also I found out that if they put you in your last contacts you had the last time which was 2021 when I had them last, that’s no contact sitting they just put me in my old contacts that already fit. I didn’t need to try them out. They went ahead and ordered them. The contacts they sent me home were because the ones that three ones they sent me home with were just to get me by until I got my air optics that I had got back in 2021. There was no fitting a different types of contacts. These were just Free contacts to get me by. They threw those in and there are two different kinds, but they ordered the air optics that day. And also Again Again I’m gonna tell you over and over again that I was told by ****** and also by ***** vision/linkers I would not owe anything unless I got that three5 dollar Picture of my eye and I declined it. So they said I wouldn’t have to pay anything. Now, also when I got there, they wanted to do that eye picture anyway and said they’d throw that in for free plus they would throw in a couple pairs of contact to go home with and the solution because of the trouble about the $107. I want a refund of $107 and I should get it and I’m gonna continue to fight to get it. And the lady from LensCrafters tried to ***** vision tried to say that you have to have an eyeglass fitting in order to get in contact fitting that is not true. You can have one of the other and I chose and they knew I can only wear contacts I cannot wear glasses.

Regards,

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

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