We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Optician

Luxottica Retail North America Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Optician.

Complaints

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

Find a Location

Luxottica Retail North America Inc. has 806 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 930 total complaints in the last 3 years.
    • 290 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/22/2025

      Type:Product Issues
      Status:
      Unanswered
      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 Aug 1, 2024, I purchased Ray-Ban Meta Smart Glasses (****** Order # *******************) for $379.00. Though invoiced as '********,' I received '******' style.

      By June 6, 2025 (under 10 months of normal use), the glasses stopped working. I filed a warranty claim (Service Request #********).

      Luxottica's After Sales service provided a pattern of contradictory and false claims:

      1. Conflicting Reasons for Failure/Denial:
      - Initially (June 9 email, June 11 portal), stated 'model discontinued/parts unavailable' (implying manufacturing issue).
      - Later (June 13 emails from April A & Daisy N), stated 'out of warranty timeframe,' 'receipt not provided,' 'not a manufacturing defect,' and 'accidental damage.' These June 13 statements are mutually exclusive and factually inconsistent from the June 9 statement above.

      2. False 'Out of Warranty' Claim: Purchased Aug 1, 2024, failed June 6, 2025. This is under 10 months, well within the 12-month warranty.

      3. False 'Invalid Receipt' Claim: My verifiable ****** digital invoice was provided multiple times.

      4. Product Discrepancy & Discontinuation: I received a ****** (vs. ******** ordered), which failed, and Luxottica confirmed is discontinued. This highlights fulfillment issues and poor product longevity/support. The ****** is now discounted and 'Temporarily out of stock' on ******.

      5. Unacceptable Resolution: Despite documented failure, fulfillment error, and confirmed discontinuation, Luxottica offered only a 30% discount. This is unacceptable for a $379 product that failed prematurely and lost manufacturer support.

      Luxottica has ceased responding. This pattern of inconsistency and refusal to honor warranty is unacceptable and damages Ray-Ban/Meta's reputation.

      I seek a free replacement of a comparable, currently supported Ray-Ban Meta model or a full refund of my original $379.00 purchase price.

      All communication and documentation are retained for verification.

    • Initial Complaint

      Date:06/20/2025

      Type:Product Issues
      Status:
      Unanswered
      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.
      Filing a complaint due to untimely response and intend to seek assistance for warranty issue claim concerning service request #********. Warped frame, glass glare due to visible distortions, and brittle materials.

    • Initial Complaint

      Date:06/19/2025

      Type:Product Issues
      Status:
      Unanswered
      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:
      Answered
      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:
      Answered
      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:
      Resolved
      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:
      Answered
      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:
      Answered
      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:
      Answered
      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:
      Answered
      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,



      ***** *****

    Luxottica Retail North America Inc. is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.