Business Profile

Optician

Luxottica Retail North America Inc.

This business is NOT BBB Accredited.

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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

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.

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,

******* *****
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.
I placed order # ************* on Glasses**** on 5/10/2025. The first shipment I got from the **** ****** was in a **** plastic bag with tape and message indicating that the package had been damaged. In fact it was more than damaged, it was an empty box (Pictures attached). This is not glasses****'s fault and they gladly set up a replacement order. I thought everything would be fine. I got the replacement order and it was the wrong frame size. The original order (attatched) was for frame size 53-17, but I received frame size 55-17. I called and notified glasses**** and they did another replacement order. I received the second replacement order and it was the right frame size but BOTH lenses had scratches. Between sending the wrong frame size and scratched lenses, I really wonder what kind of quality control there is at glasses****/Luxottica. I have attached pictures of the scratches on the lenses and frankly can't imagine they were even minimally inspected before they were sent out. One of the scratches is visibly obvious from someone looking at me wearing the glasses (I had my wife look at me wearing the glasses and she immediately noticed the scratch on the left lens). I called again and told glasses**** about the scratched lenses and they again created yet another replacement order, which I'm crossing my fingers and hoping will be both the right frame size and not have scratched lenses out of the box.

So this is really the reason for this complaint, I'm not looking for anything monetary, I just want the glasses I ordered in good condition. I really shouldn't have to cross my fingers and hope that I get what I ordered the first time, or in this case the 4th time. There is apparently not much quality control at the lab and if it was my company I would definitely want to fix that. I hope Luxottica agrees.
Business Response
Date: 06/05/2025
Hello Jeff,

Thank you for ordering with Glasses****!

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****. Have a great day!

Best Regards,

J*** V
Glasses**** Customer Care Stylist
****glasses****
Business Response
Date: 06/10/2025
Hello Jeff,

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

Best Regards,

U**** L.
Glasses**** Customer Care Stylist
****glasses****
Customer Answer
Date: 06/10/2025
Better Business Bureau:

At least they responded about the correct order from the correct company this time, which is an accomplishment and about all I can hope for at this point.

Regards,

**** *****
Initial Complaint
Date:05/30/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On June 6, 2024 I went to an appointment that was scheduled at this location with Pearl Visions in house doctor. The examination was completed and the I followed up after that with picking out glasses. I picked out frames and proceeded to use my HSA spending card to purchase part of the order which came to 495.00. I left and called back the same day and asked the business to please Wait to not place the order just yet that I wanted to check prices somewhere else that it seemed somewhat expensive, I also asked if I could get a copy of the prescription in case I needed it. Kat said that would be fine and that I could come get a copy of it. I wasn't able to get it that day after all. So I called a few days later and said that I could come that day and was told that the glasses were ordered. I informed the woman that they weren't supposed to be and that they needed to be cancelled and that I would be coming to get a refund. When I got there, I was told that the order couldn't be cancelled and that a refund would be issued they also refused to give me my prescription. Which I later learned was against the law. When I asked to speak with a manager, he was not available. I called multiple times, and he wouldn't call me back. I finally was able to get in touch with him, the conversation didn't go well! I told him that I didn't place the order and that needed it cancelled. He said that he wasn't going to do that, I stated that I would put a stop payment on the transaction and he said that he was no longer able to help me and hung up. I went the next day to get my prescription and they refused to give it to me. The manager also refused to speak to me in person. I called my HSA to do a stop payment and there was paperwork that needed to be filled out which I did but somehow they lost it. I went back to the business in December to talk to the manager he again was too busy to talk to me and they assured me that he would call me back. I've never received a product or a refund!
Business Response
Date: 06/02/2025
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:05/30/2025
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 purchased glasses on 4/28/25 on the website glasses.com. For a month they have been giving me the runaround about my glasses. First there is a delay, then an issue with stock and they go back to delay for something else. The icing on the cake is when they canceled my order without explanation. I've contacted their customer service via live chat on several occasions with no help or remedy. I informed them that I just want me glasses ordered and paid for via my insurance and the copay that I paid. I just want my glasses. I wear them for work and to read the computer, books, and any other correspondence.
Business Response
Date: 06/02/2025
Order ************* was previously cancelled by Leann T. on 5/29

Any time you attempt to process an order, the credit card account will automatically hold a pending charge. This is only an authorization hold, which will be released by your bank and may take up to 3-to-5 business days. Please contact your bank to assure that the authorization hold will be released.

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.

As you can see from their response someone else canceled my order without consent or informing me. I just want my glasses or an opportunity to select a comparable replacement.

Regards,

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

Business Response
Date: 06/05/2025
Order ************* was previously cancelled by Leann T. on 5/29

Any time you attempt to process an order, the credit card account will automatically hold a pending charge. This is only an authorization hold, which will be released by your bank and may take up to 3-to-5 business days. Please contact your bank to assure that the authorization hold will be released.

Please feel free to place a new order at your own convenience.
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.

At this point I believe glasses.com are being fraudulent. When I made the order my insurance was still active, and now it is not. But at the time of my order my insurance covered the cost, and not my portion. I even phoned my insurance ****** to confirm that they paid for their portion, and they did. Glasses.com stalled in completing my order and kept giving me the runaround. I would like for them to honor my initial order, as this person that canceled my order did not communicate that to more nor was given consent to do so from me. Glasses.com is aware of my not having insurance any longer and stalled so I wouldn't get my glasses. They just need to honor my order and process it so I can have my glasses. Thank you

Regards,

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

Business Response
Date: 06/09/2025
Hello ******,

Thank you for choosing Glasses.com.

At this time, there was an issue with processing your order. As a result, we are not able to process your order and your order has been canceled. We might suggest choosing a different frame and/or lens for a better result.



Any pending authorizations will fall off within 3-5 business days from the date the order was placed and any insurance benefits have been reinstated. Our store locations are able to handle a wider variety of prescriptions and will be more than happy to assist you with your order. We apologize for the inconvenience.



Thank you for your understanding.

Have a great day!

Best Regards,

Jarrod P
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 would like clarity on their response. It sounds like that I have to select another frame and my insurance benefits will be reinstated in order to complete the transaction. But the problem is that I no longer have the insurance. Are they going to reallocate the insurance benefits used for my original purchase to another selected frame so I can receive my glasses finally. Please clarify. Thank you.

Regards,

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

Business Response
Date: 06/10/2025
Please reach out directly to your insurance provider with that inquiry.
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.

Glasses.com has already previously processed my glasses order using my insurance. I just want a replacement frame! It appears that you or whom ever is not understanding what I'm communicating. Glasses.com conveniently cancels my order and not caring if I have my needed specs. Again, I just want to replace the frame since you've already stated that the one I selected is not available. Also, someone allowed a representative from glasses.com to cancel my glasses.com order without consent. Just replace the frame.

Regards,

****** ******
Initial Complaint
Date:05/27/2025
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.
Received glasses in October 2024. I could not see using the distance portion of the lenses so they adjusted the lens. When I received them, I was able to see using the distance portion. Didn’t try the computer part of the lens because I was not on the computer at that time.

Started using a computer full time in April and that’s when I noticed that I could not see my computer screen clearly or without issue. My eyes would burn and were very tired by the end of day. I told them I was having to use the progressive part of the lenses to see the computer which was causing issues with my eyes.

I was advised to bring the lenses in and they advised they would adjust the lenses. Got them back and I could see computer but then could not see out of my prescription part of my glasses which is what I use to drive.

I need glasses that I can wear without issue which, is what I thought was purchasing. I called to speak with the regional manager and have been waiting for a response from him for 3 weeks. While I’m waiting, I’m having to either squint or take a chance driving because my glasses are not appropriately matched to my eye.
Business Response
Date: 05/28/2025
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:05/27/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I went into Lenscrafters in ********** ** on November 27th, 2024 and picked out a frame and lenses, at the time of service they charged me $193.40. Upon receiving my explanation of benefits I saw they overcharged me and I called the ********** ** location. I was told my insurance company was wrong and just to accept it, because they were wrong. To make a long story short Lenscrafters has submitted the claim three times in an attempt to get the insurance to side with them and they still owe me money $60.94 and its now several months later and I still don't have a refund. even after submitting the claim to my insurance company three times the final outcome was I paid $193.40 at time of service, I really owed them according to the contract they have with my insurance company $132.46, leaving a balance of $60.94 owed back to me. I have spoken with Sarah and Minerva at the ********** ** location and still have no resolution to this issue.
Business Response
Date: 05/27/2025
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:
****************
Customer Answer
Date: 05/27/2025
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.

They had me fill out a customer care form with the same information already provided. My refund is extremely overdue (6 months). I want my refund.

Regards,

**** ******

Customer Answer
Date: 05/28/2025
I was contacted yesterday after filling out their form. I was asked to go into the ********* location to receive my refund, this case wont be resolved until I actually receive the refund, at which point I will mark it as resolved, Thank you
Business Response
Date: 05/28/2025
Store Response
Is Issue Resolved?
Yes
Is Customer Contacted?
Yes
Resolution Category
Processed Partial Refund/Discount
Resolution Date
5/27/25
Resolution Notes
partial refund.
Associate Information
Associate Name
Minerva P
Customer Answer
Date: 05/31/2025
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:05/26/2025
Type:Sales and Advertising Issues
Status:
UnresolvedMore 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.
Have been frivolously trying to buy sunglasses with gift card and was not able to online as there is no option to choose gift cards from payment selection. Customer services was uselessAnd after Bouncing me around to several parsinnel .they hung up. Sunglassgut gift card business is deceptive and scammy as cannot use gift cards to make purchases. The lesson learnt is never to purchase Sunglassgut hit gift cards.I trust BBB will have success in resolving my isssue
Business Response
Date: 05/28/2025
Hello,

Please visit the Gift Card section of our FAQ page here: *******************************************************

Thank you,
Luxottica Customer Resolution Team
Business Response
Date: 06/16/2025
We were unable to locate any chat history associated with **************************.

Please reach back out to us and provide a reference number or email address used so that we can attempt to look into this for you.
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

I have a Sunglassgut gift card and I am not able to use it. The online store does have gift card as payment option. Your chat did not help. They just sent me to link with FAQ which then sent me back a on chat.

how can I make use Of my gift card. If you will not allow your customers to use gift cards then why offer gift cards . This deceptive and fraudulent

Regards,

****** *********
Initial Complaint
Date:05/23/2025
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.
I visited this LensCrafters location on 4/30/2025 to have my existing prescription lenses made thinner. I was informed this was possible and paid approximately $400 for the service. The first attempt returned the lenses unchanged, and a second attempt produced only a slight reduction in thickness — not worth the cost. I was issued a refund for the new lenses.

However, I was not informed that my original lenses would be discarded as part of the process. When I received my glasses back without any lenses, I was told my originals were thrown away, and I would need to pay again if I wanted new lenses. At no point during the transaction was I told there was a risk of losing my lenses or asked to consent to their destruction.

My original prescription lenses were my personal property, and they were destroyed without my knowledge or consent. I now have a lensless frame and no compensation for the destroyed lenses.
Business Response
Date: 05/28/2025
Store Response
Is Issue Resolved?
Yes
Is Customer Contacted?
Yes
Resolution Category
Processed Full Refund/Requested HOC
Resolution Date
5/23/25
Resolution Notes
patient was expecting to have really thin lenses but we cou;ld not do much about it since patient had a high rx vs a big rimless frame. Whn patient bought the lenses the team did informed her that we are not resposible for any damage that could happen to her own frame since did had to ship it out to be cut. Since Wwe
Associate Information
Associate Name
Giron R*****,
Customer Answer
Date: 05/28/2025
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 appreciate the response, but I must clarify that I was NOT informed:
1. That my glasses would be shipped out to another location;
2. That there was any risk to my existing lenses;
3. Or that my original lenses could be discarded.

Had I known that shipping out the glasses or destroying my lenses was a possibility, I would not have proceeded. I was led to believe this was a routine lens resizing service, not one that involved sending the item off-site or risking the loss of my property.

The refund I received was for the failed attempt to make the lenses thinner, not for the original prescription lenses, which were never returned to me and should not have been discarded without my explicit consent.

I am still seeking compensation for the fair value of my original lenses which I was not informed would be destroyed.

I am willing to resolve this matter amicably, but the business’s response does not reflect what actually occurred.

Regards,

** ** ****

Business Response
Date: 05/29/2025
Hello ** **,

Thank you for contacting LensCrafters. I apologize for the inconvenience.

First of all, thank you so much for all the information, and I'm so, so sorry this happened to you. Truly.

Unfortunately, we have different systems for in store and online related purchases, for our client's security! This is an email for online related purchases only, I'm so sorry about this.

But, we take situations like this very seriously, and, in this case, we have a special form that you can fill it out. After filling it out, one of our representatives will get in touch with you via email/phone to discuss the best solutions for your case.

To access the form, please visit:

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

Please feel free to contact us if you have any questions or concerns.

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

Best Regards,

Mary D.
LensCrafters Customer Service
www.lenscrafters.com
Initial Complaint
Date:05/22/2025
Type:Product Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On February 24, 2025 I ordered a pair of prescription sunglasses (Oakley) from Glasses.com. The lenses were labeled as the following:

Lenses:
Single Vision - Distance
Oakley Lenses
Thin lenses
Cleanshield® anti-reflective & anti-smudge coating,
Scratch resistant,
UV protection

While they were supposed to be scratch resistant and smudge proof I don’t agree as they already have a scratch on them and constantly have smudges on them. I reached out to the customer service to ask about a repair or replacement and was denied with no explanation why. I understand wear and tear happens but not this soon especially on such and expensive pair of glasses
Business Response
Date: 05/22/2025
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
Customer Answer
Date: 05/22/2025
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.

Normal wear and tear after 2 months does not represent the scratches that I have and furthermore why did I pay for “scratch resistant” lenses than? I have already provided a picture of my glasses and think that this company should do the right thing. I will be happy to send my old ones back but I find it insulting and amusing that they do not want to take responsibility.

Regards,

****** ****

Business Response
Date: 05/27/2025
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
The consumer provided the foll
Customer Answer
Date: 05/27/2025
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.

Glasses.com repeated their first message and I am taking it as they do not want to work towards a solution. They state that what is covered under warranty is bubbles. The defect that I have on my glasses definitely could have started as a bubble as it does not resemble a normal
scratch. I have attached another picture for review.

Regards,

****** ****

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