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.
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:05/21/2025
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.
The doc here is amazing. The others? Not so much.

We received our initial appointment that included annual exams and photos on March 24th resulting in an updated prescription for one of my kiddos. We opted for our annual frame allowance to include sunglasses and we purchased an additional set of lens to be placed into our existing frames. We were quote about two weeks for the new lens to come from the lab. I was told that I would be contacted when my order was ready for pick up. I waited and waited for a call and finally called them on April 10th and was told they didn’t know what was the hold up and they are going to call the lab and call me back. I still did not hear from them. I called again on the 14th and still received the same response, we don’t know what’s taking so long after asking to speak with someone else, I was told that the lab needed his existing frames to cut the lenses. Mind you, we purchased the frames just one year ago from this same location. After reminding them of this, the agreed to send another frame to the lab. Two weeks later, I still hadn’t heard from them.

I called again on April 28th and asked for a status update. I was told they didn’t know what was taking so long and, I believe it was Jeremy, told me he would personally look into this matter and call me back. He didn’t and he never called. I called back again on May 1st and was given the same answer, we don’t know what’s taking so long or the status of your order.

On May 6th, they called my husband’s phone and told us that the lenses are finally in. Sweet. I’ll grab them this weekend. Came to the store today, May 10th within their hours of operation and the door is locked. Mind you I did come in at 4:50p and they close at 5, but I just wanted to pick up the order. I called and called and no one answered the door or the phone. We spent over $300 on this order and they will not provide the goods we ordered.
Business Response
Date: 05/22/2025
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:05/20/2025
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 transaction - 3-28-2025- Amount of money - $300.00 - The business is supposed to provide glasses that I can see with. - The nature of the dispute - Two months of waiting for glasses that I can see with - The business has not resolved the issue.

I purchased some eyeglasses from LensCrafters on March 28, 2025. I picked them up on April 16, 2025. They needed some adjustments because they were progressive lenses. They will give you a piece of paper and expect you to read it in a few minutes. I returned home and noticed they did not have the tint in them. I called again on May 16, 2025, to inquire about the glasses. I told Michael I had not received a text telling me they were ready. Michael told me the glasses weren't ready if I hadn't received a text. Yet weeks earlier, I called and told Michael that I hadn't received a text, and he checked to see if they had come in, and they were in. So as of today, I still don't have glasses that I can wear. It's been almost two months. I tried to file a complaint with the LensCrafters online form. I filled in all the information and tried to submit. I receive no confirmation or reference number if the form was received. I called customer service and was asked what browser I was using, and told to download ********* ****. That also did not work. I understand that errors can happen, and I would appreciate it if this could be resolved.
Business Response
Date: 05/21/2025
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:05/16/2025
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.
Bought sunglasses from Ray-Ban online. The lenses are faded and glasses have an angle of manufacturing that makes it painful to wear. As it was a custom order they are refusing to refund.
Business Response
Date: 05/19/2025
Hello *****,

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

Attached to this email you will find a UPS pre-paid shipping label; please print the label, attach it to the outside of the box and take to the nearest UPS location for shipment. 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.

We apologize for not meeting the level of service expected and for any inconvenience this has caused.

Best Regards,

Ryan G
Customer Resolution Team
Initial Complaint
Date:05/15/2025
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 placed an order for sunglasses on May 25, 2024, which I did not initially receive. Ray-Ban sent replacement pairs, which I returned shortly after requesting a refund.

Despite the return, I never received a refund of $227.60. I used ******** for the purchase and have spent nearly a year going back and forth between Ray-Ban and ******** with no resolution. Ray-Ban has repeatedly told me it is ********** responsibility to issue the refund, while ******** states it cannot proceed without action from Ray-Ban.

I filed a dispute with ******** as instructed, but I never received a response or resolution. I have spent countless hours on the phone and writing emails with no progress.

At this point, I am simply asking for Ray-Ban to work directly with ******** to resolve this matter and issue the refund I am rightfully owed. This process has dragged on for far too long, and I am requesting prompt action.
Business Response
Date: 05/16/2025
Hi *******,

Thank you for reaching out to Ray-Ban.com! Unfortunately your order cannot be refunded on our end cause it exceeds the time limit for ******** refunds to process manually. In this case you would need to contact ******** directly and submit a dispute, once they receive your claim they will process your refund directly. I apologize for any inconveniences.

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

Best Regards,

Edwin N.
[email protected]
www.ray-ban.com
Initial Complaint
Date:05/15/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered my prescription lenses a month ago and was told they would be ready in 7-10 business days. They took over a month to come in and then they finally called me to come get them and that they were ready. I drove over an hour to come down to ******* and get here and they tell me they can’t give them to me because the lab tech is out of the office today! I proceeded to call another location, specifically the ********** branch in ****** plaza where I was greeted by a very friendly individual who offered to take care of the glasses today if we brought her the lenses and advised us that they often do this, as there are not many techs within their branches. After speaking with her, I proceeded to go back into the ******* branch where I let the manager know that we would be taking the lensesto the ********** branch where they would put them in the frames for us, and I was told by the gentleman that they would not give our lenses And if we wanted them to go to the ********** branch, they would need to ship them there which will take several days. I thenasked why this was as I have already paid for the lenses so technically they are my lenses and the woman in the ********** branch advised that they often do this for customers I was met with a two bad so sad attitude and he proceeded to walk away and play on his tablet not even making eye contact with me as Istood there looking for some sort of explanation as none of this made sense. I am very concerned about the fact that from one branch to another, there is such miscommunication and extremely poor customer service within the ******* branch, specifically not one of the three representatives in that branch were friendly or accommodating, this issue should be addressed promptly! I would like the job finished so that I can have the lenses I’ve purchased so I can see and I would like a refund for the lenses I purchased to cover the expense of my gas and taking a whole day off from work to come to ******* for nothing!
Business Response
Date: 05/20/2025
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:
****************
Customer Answer
Date: 05/20/2025
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.

Regards,

**** ******
Initial Complaint
Date:05/13/2025
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 Transaction: 2/8/2025
Amount Paid: $1,264.92
Store: LensCrafters ***** ****** ***** **

I purchased 3 pairs of glasses (Versace, Oakley, Ray-Ban Meta). The Oakleys had the wrong prescription, which I wore unknowingly for a month. I was never contacted about the error. I still haven’t received the Ray-Bans. The manager told me on 4/9 she'd place an express order, but I’ve had no updates since. I called again today (5/13) and was told there’s no info. I’ve spent two months calling, visiting, and asking for help with no resolution. I’m requesting a full refund due to the delay, poor service, and prescription error.
Business Response
Date: 05/14/2025
Hello ******,

Thank you for contacting LensCrafters. I'm sorry to hear that your issue was not resolved. We want to ensure that our store team can resolve your concern as quickly as possible. We will send a follow up to the store in which your concern is about and do suggest that you follow up with the store directly.

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

Best Regards,

Mary D.
LensCrafters Customer Service
www.lenscrafters.com
Business Response
Date: 05/27/2025
Hello ******,

Thank you for submitting your Customer Care Form with LensCrafters, reference number ************. We want to confirm that our store management team has received your submission and is currently reviewing it.

Please allow up to five business days for a resolution.

If you need to follow up, you can contact the store directly at ###-###-####.

Please note that all customer care inquiries are handled by the LensCrafters retail management team.

Our Customer Resolution Team, as a third-party mediator, is unable to reverse decisions made by store management or assist in the resolution.

Best regards,
Jennifer A.
LensCrafters Customer Resolution Team
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.

While I acknowledge that I finally received my Ray-Ban Meta glasses, this was only after more than three months of delays, multiple follow-ups, a prescription error that affected my vision, and no communication from the store unless I initiated contact. Even when I went in to pick them up, the staff made me feel rushed — as if they just wanted to close the issue, not address the poor experience.
This entire process has been frustrating and unprofessional. I believe compensation is still appropriate due to:
The original prescription error and lack of notification
Over three months to receive the full order I paid for on February 8, 2025
The burden placed on me to constantly follow up
The lack of accountability throughout the experience
At this point, I am requesting partial reimbursement or a credit as a gesture of goodwill. I appreciate the BBB’s support in helping to reach a fair resolution.

Regards,

****** *****
Initial Complaint
Date:05/13/2025
Type:Billing 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.
Overcharged for Glasses-manager refused to help when told so, stated NOT HER PROBLEM.
I've tried to get resolution from LensCrafters corporate. Materials provided and charged for had numerous problems and redos had to be done. Found out was given bottom of barrel materials and services for glasses
Business Response
Date: 05/13/2025
Store Response
Is Issue Resolved?
Yes
Is Customer Contacted?
Yes
Resolution Category
Explained Policy/Process
Resolution Date
5/11/25
Resolution Notes
Explanation of benefits was once again given to customer. If he wants a refund glasses need to be returned during 30 day policy. Customer has no intentions on returning glasses yet wants a full refund on these

05/11/25 06:15 PM
Customer was contacted, given extra discount. Pt continues to push for refund even though they are satisfied with glasses and has zero intentions on returning the purchase. Customer agreed to pay the amount quoted on glasses with no complaints until after picking these up where he feels he should have not paid for these. He has contacted the insurance and price was correct. This seems to be a continuous issue with this customer. - Ariana R.

Please reach back out to Ariana at the store directly for further assistance.
Customer Answer
Date: 05/13/2025
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.

Store overcharged me, as Ive already stated, Ive had to get 2 redos and 1 partial redo. Found out they charged me for lowest tier services and jacked the cost up.
As stated when I contacted the store, the Store Manager stated I dont deal with Billing or Insurance, Not My.problem. The location never QC'ed the first pair of glasses not any adjustments were done. The following morning, I discovered that the frames had been damaged by the Lab, the store never saw it. The first redo pair when I got them, had a question, Store Manager gave me a snotty response, trying to make me feel stupid, I responded back with a fact based answer, and she was quiet, I walked out. Ive tried numerous to speak with a Someone higher than her, but have had no response. I spoke with a different location and they did the 2nd redo and the partial redo.
I just want my money back, and at this point for all of the poor treatment and such, get to keep the glasses. Considering they've already gotten paid by the insurance company

Regards,

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

Business Response
Date: 05/14/2025
Please reach back out to Ariana at the store directly for further assistance.
Customer Answer
Date: 05/14/2025
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.

Called Ariana-Store Manager, just got off the phone with here. She was clueless.and has no idea of what is going on. LensCrafters Corporate response advising me to contact her was waste of time and useless

Regards,

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

Business Response
Date: 05/15/2025
We apologize that Ariana was "clueless.and has no idea of what is going on."
We find that quite odd as she is the one who left the resolution notes on 5/11.
Please see the resolution details that were previously provided to us by Ariana on 5/11 below.
Store Response
Is Issue Resolved?
Yes
Is Customer Contacted?
Yes
Resolution Category
Explained Policy/Process
Resolution Date
5/11/25
Resolution Notes
Explanation of benefits was once again given to customer. If he wants a refund glasses need to be returned during 30 day policy. Customer has no intentions on returning glasses yet wants a full refund on these

05/11/25 06:15 PM
Customer was contacted, given extra discount. Pt continues to push for refund even though they are satisfied with glasses and has zero intentions on returning the purchase. Customer agreed to pay the amount quoted on glasses with no complaints until after picking these up where he feels he should have not paid for these. He has contacted the insurance and price was correct. This seems to be a continuous issue with this customer. - Ariana R.
Customer Answer
Date: 05/16/2025
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
Ariana-Store Manager-***** ** ********** Location has been beligerent and inate in respoding. Only true contact in this matter was on 3/29/2025, in which she was presented that I was overcharged. Ariana's response as stated, was not her problem, she doesnt deal with billing or insurance. Ive submitted numereous complaints with LensCrafters corporate getting no where. Ive even submitted a Fraud complaint against Ariana with ***************** with Luxottica. There as stated have been 2 redos and 1 partial redo. Another location did the 2nd and partial redo, I have to make numerous trips between both locations. The 2nd location in a non direct stated that Ariana and her location ripped me off giving me substandard services and materials.
In conclusion, This matter is not resolved, its not about "buyers remorse". Its about being severely overcharged and taken for a ride.

Regards,

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

Business Response
Date: 05/20/2025

Please reach back out to Ariana at the store directly for further assistance.

Store Response
Is Issue Resolved?
Yes
Is Customer Contacted?
Yes
Resolution Category
Explained Policy/Process
Resolution Date
5/11/25
Resolution Notes
Explanation of benefits was once again given to customer. If he wants a refund glasses need to be returned during 30 day policy. Customer has no intentions on returning glasses yet wants a full refund on these

05/11/25 06:15 PM
Customer was contacted, given extra discount. Pt continues to push for refund even though they are satisfied with glasses and has zero intentions on returning the purchase. Customer agreed to pay the amount quoted on glasses with no complaints until after picking these up where he feels he should have not paid for these. He has contacted the insurance and price was correct. This seems to be a continuous issue with this customer. - Ariana R.

Please reach back out to Ariana at the store directly for further assistance.
Customer Answer
Date: 05/21/2025
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
The response was copied and pasted, recycled. Bottom line-I was ripped off and fraud committed.
Im requesting next contact be directly from Luxottica Corporate Executive Offices.

Regards,

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

Business Response
Date: 05/22/2025
Please reach back out to Ariana at the store directly for further assistance.

Store Response
Is Issue Resolved?
Yes
Is Customer Contacted?
Yes
Resolution Category
Explained Policy/Process
Resolution Date
5/11/25
Resolution Notes
Explanation of benefits was once again given to customer. If he wants a refund glasses need to be returned during 30 day policy. Customer has no intentions on returning glasses yet wants a full refund on these

05/11/25 06:15 PM
Customer was contacted, given extra discount. Pt continues to push for refund even though they are satisfied with glasses and has zero intentions on returning the purchase. Customer agreed to pay the amount quoted on glasses with no complaints until after picking these up where he feels he should have not paid for these. He has contacted the insurance and price was correct. This seems to be a continuous issue with this customer. - Ariana R.

Please reach back out to Ariana at the store directly for further assistance.

Please note that all customer care inquiries are handled by the LensCrafters retail management team.

Our Customer Resolution Team, as a third-party mediator, is unable to reverse decisions made by store management or assist in the resolution.
Initial Complaint
Date:05/12/2025
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 placed an order for contact lenses with LensCrafters over two months ago (*** *** ****** *****). Despite repeated follow-ups, I have not received my lenses. When I visited the store in person on April 30th 2025 after receiving a message confirmation that my order was ready for pick up, I was told the lenses were still not ready, and I received no proactive communication about the delay.

I expressed my frustration to the store manager and made it clear that if I did not receive a resolution within 24 hours, I would request a cancellation and full refund. Since I never received a response, I formally submitted a cancellation request.

On top of this issue, I want to raise a concern about the company's advertising practices. At the time of purchase, there was a promotion offering 40% off frames with the purchase of lenses, which was clearly displayed in-store. However, the discount was never applied to my order, even though I qualified for the promotion. I now believe this was either falsely advertised or negligently omitted.

The lack of communication, extended delay, unprofessional service, and misleading promotional claims have made this experience extremely frustrating.

Resolution Sought:

Immediate cancellation of the order

Full refund to my original payment method

Written confirmation that no insurance claims have been or will be submitted for this order

Honor the originally advertised 40% discount promotion on my lenses, as part of the resolution

Acknowledgment and correction of misleading or misapplied promotional practices
Business Response
Date: 05/13/2025
Hi ********,

Thank you for contacting LensCrafters! I am sorry for the unhappy experience you had at our store.

I am providing you with the link to our Luxottica Cares Form. This form will request all necessary information, so that we may address your concerns as quickly as possible. We are currently responding to all submissions within five business days.

To access the form, please visit:

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

If you have any further questions or concerns, please reply and we would be happy to assist you further. Again, thank you for contacting LensCrafters. Have a great day!

Best Regards,

Ellen C.
LensCrafters Customer Service
www.lenscrafters.com
Customer Answer
Date: 05/19/2025
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 completed the Luxottica Cares Form as requested. For your reference, my order number is #*********.
As outlined in my initial complaint, I am requesting:

Full cancellation of my contact lens order due to a two-month delay and lack of communication
A full refund to my original payment method
Confirmation that no insurance claim has been or will be submitted for this order
Application of the 40% discount promotion that was advertised at the time of purchase but not honored
Please ensure this matter is escalated and resolved within the next five business days. I will continue to pursue formal avenues, including the Better Business Bureau, if a resolution is not provided promptly.

Regards,

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

Business Response
Date: 05/20/2025
Store Response
Is Issue Resolved?
Yes
Is Customer Contacted?
Yes
Resolution Category
Processed Partial Refund/Discount
Resolution Date
5/20/25
Resolution Notes
Contacted patient, she will recoeve refund for CL order
Associate Information
Associate Name
Jennifer W.
Initial Complaint
Date:05/12/2025
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 bought some Meta glasses December 31st. They started to drastically lose their charge. A full charge currently lasts no more than 15 minutes. I have filed a warranty claim online, selected a pair of glasses in exchange and Ray Ban will not send me a shipping label for the exchange. I have contacted chat customer service about 5 times and talked to customer service over the phone about 3 times. I have been told I would receive an expedited shipping label which never came. I would be told that I need to fill out the questionnaire to receive the shipping label, I have answered this questionnaire 2 times already with no shipping label. I was then told I would receive a link to redo the online claim, this link never came. I feel that I am just getting a runaround to exhaust me out.
Business Response
Date: 05/13/2025
Hello ***** ,

Thank you for reaching out to Ray-Ban.com. I am sorry to hear the Ray-Ban Smart Glasses product did not work out for you. We offer free returns within 45 days and we will provide a shipping label and any necessary supplies to safely ship your item back.

So that we can best assist you with your return, please call customer service at ###-###-#### and select Ray-Ban Meta Glasses.

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

Best Regards,

Ryan G
www.ray-ban.com
Customer Answer
Date: 05/13/2025
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.

This is the same automated message I have received from them time and again. They tell me, they will send me a shipping label after I do x,y,z but the label never comes, only this same exact response. Worst, most inefficient customer service experience I have ever had. I thought Ray Ban was a company with integrity. This will be the last time I ever buy a Ray Ban product.

Regards,

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

Business Response
Date: 05/14/2025
Hi ***** ,

Thank you for reaching out to Ray-Ban.com!

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

Best Regards,

Maraih A.
[email protected]
www.ray-ban.com
Initial Complaint
Date:05/12/2025
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 Purchase: April 21st
Amount Paid: Approximately $274.41
Location: Sunglass Hut at ****** ******* (**** *** area)
Payment Method: credit card ending in ****

I purchased sunglasses from the Sunglass Hut inside ****** ******* and later requested a receipt. I was told the only way to obtain it was to return in person to the store—despite it being an airport location where most customers are traveling. This is an unreasonable and unacceptable policy for any retail business.

I contacted Sunglass Hut customer support and asked for a supervisor multiple times. I was placed on extended holds, transferred around, and ultimately stalled. I was told the store “wasn’t standalone” so they couldn’t look up my transaction—even though I gave them the purchase date, location, and payment details. Eventually, someone said they would “search every store” rather than acknowledge where I made the purchase.

Only after I escalated and firmly expressed my frustration did they finally agree to send the receipt. Even then, I received a follow-up email asking me to re-explain everything again via a form, with a 5-day delay. This back-and-forth has wasted my time and energy and demonstrates a lack of accountability for basic customer service.

Attached in the bank transaction with the date posted.
Business Response
Date: 05/13/2025
Thanks for contacting Sunglass Hut. If you purchased at an Airport location, then you can only return to an Airport location for these stores are independently owned by the ****** Group. They operate using a completely different system than the regular stand-alone stores.

I encourage you to contact the store directly to see if there is a way for you to return directly to them. Contact information should be listed on the original receipt of purchase.

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

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