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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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:05/08/2025
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.
Hello,

I returned my order, ********, of two Meta glasses with Raybans a while ago and have not received any update regarding my refund. I am currently abroad and unable to call in to the US customer care line due to timings. Can someone please confirm when my refund will be processed?

Rayban’s instructions suggested I should ship my order back in the original box and so I did so using the label that the customer support team provided (it looks like 2 labels were provided in total for each individual items so the extra label was kept inside the shipping box). Not sure if that is causing the delay but it has been over a week since I returned my order and waiting for an update.
Business Response
Date: 05/09/2025
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.

We have refunded your original payment method $823.19 for order ********. Depending on the financial institution, this could take up to 15 business days to process and for the funds to be available. FSA/HSA Cards and **** Cards can take up to 30 days for the refund to be completed and for the funds to be available.

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

Best Regards,

Customer Resolution Team
Initial Complaint
Date:05/07/2025
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.
On September 3, 2024, I ordered prescription glasses from Target's optical department (Target Optical). After 8 months, I noticed crazing on the prescription lenses. I have not used any cleaners on the lenses since purchasing them (only the cloth that came with the glasses), there has been no exposure to extreme temperatures, no physical damage to the lenses or frames, and no other conditions that could have caused it. I only use these glasses indoors, at my computer, during work. I researched the issue and multiple sources identify crazing under these conditions as a manufacturing defect in the lens protective coating.

Target's website states that they provide a warranty for prescription glasses purchased online, and specifically states that "each pair of eyeglasses comes with a manufacturer’s warranty that usually covers defects in materials and workmanship, which includes problems like broken frames or faulty lens coatings". Given this information, I contacted Target's customer service via online chat on May 5, 2025. I was informed that my glasses were under warranty and directed to file a warranty claim through Ray-Ban. Ray-Ban informed me on May 6, 2025 that they cover frames but that the retailer was responsible for lenses and that I needed to work with them. I reached back out to Target who then directed me to file a warranty request with Luxottica. Again, I was told Luxottica doesn't deal with prescription lenses - that would be the retailer. I reached back out to Target again on May 7, 2025 and was told that my issue wasn't covered by warranty. I cited the language from Target's website staying "faulty lens coatings" were specifically covered under warranty. The customer service agent told me there was nothing they could do and hung up on me.

I am seeking resolution by requesting Target honor their stated warranty, which their customer service initially confirmed was applicable to my situation.
Business Response
Date: 05/12/2025
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: 05/13/2025
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.

- The business failed to acknowledge or address my specific issue and instead provided general warranty information that I already acknowledged in my initial complaint

- The business explicitly acknowledges that delamination, peeling, bubbles, or perfections in lens coating is covered by warranty

- The business claims the warranty does not cover prescription lenses, which directly contradicts their Prescription Glasses Online FAQ (screenshot attached)

- As evidenced in the photo I attached to my initial complaint, this issue is not normal wear and tear and there is no damage to the glasses including the frames or lenses

Regards,

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

Business Response
Date: 05/14/2025
I am sorry to hear about the issues you were having with submitting an online warranty claim.

For additional assistance with submitting an online claim, simply gather the following information:
-proof of purchase
-picture of damage (close and far pictures)
-picture of internal temple (markings of the inside left arm)

Once this has been gathered, please chat one of our warranty experts for claim assistance and provide an on the spot evaluation at **************** !
Initial Complaint
Date:05/05/2025
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 gave a valid prescription for trifocals and they made as progressive for far and near. This is a fulfillment error but lens crafters do not accept to correct this mistake . They only are offering ke a discount on new lenses which is something im not at fault. Im still trying to pay of the wrong lenses and on top my insurance is not covering for another pair of frame and lenses for another year. i try to talk to a manager but they don't want to resolve this issue and accept their mistake .they don't want to listen to me. This is a prescription fulfillment error and not subject to 90 day limit. My vision is badly effected also. I dont have a glasses to wear and cant effort another frame and lenses at the moment. Im just asking them to remake it correctly but they refused it . Please help me in solving this issue with thiw bad company and bad people.
Regards
Business Response
Date: 05/06/2025
Hello *****,

Thank you for contacting us. We are 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: ****************
Thank you,
LensCrafters
Customer Resolution Team
Customer Answer
Date: 05/12/2025
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 business did not agree to the appropriate resolution I requested in their response, instead, they asked me to fill out Customer Care form which I did, and I'm waiting their response to it. My response to their Customer Care form is below:

Responses that I provided to Lenscrafters Customer Care
Form are below:

Please provide as much detail as possible so we can better
assist you in resolving your issue
Dear LensCrafters Customer Care Team,

I am writing in response to your request for details
regarding my complaint about the glasses I purchased from your store. The issue
arises from a discrepancy between my optometrist’s prescription and the prescription
data entered into your system to fulfill my order.

My optometrist’s prescription, dated 10/1/2024, specifies
the following for my lenses:

OD (Right): Sphere ****** **** *** ****** *** *** *****

OS (Left): Sphere ****** ******** ****** **** **** **** *** ****** *** *** *****

This prescription accounts for near, intermediate, and far
distances. However, the data entered into your system, as shown on the
paperwork I received, is:

OD (Right): ****** ****** *** *****

OS ******* ****** ****** ******** ****** **** **** *** *****

Your prescription only includes adjustments for near and
far, omitting the intermediate distance (Int Add +1.00) as prescribed. This
resulted in incorrect lenses. After wearing the glasses, I experienced
discomfort and vision issues. My optometrist confirmed that the lenses do not
match the prescribed specifications, particularly missing the intermediate
correction.

Have you been back to the store and spoken with a manager
to try to get resolution? YES
What happened when you returned to the store?
I initially visited your store to resolve this, requesting
either corrected lenses in my current frame or a full refund. Unfortunately, I
received no assistance. This has been a frustrating experience, as I trusted
LensCrafters to accurately fulfill my prescription. I filed a complaint through
BBB as I indicated the them at the store. I received this link to fill out this
Customer Care Form at BBB page as part of Business's response.

What do you think would be an appropriate resolution to
your experience?
For resolution, I request that LensCrafters remake the
lenses according to my optometrist’s prescription, including the Int Add +1.00
for intermediate distance, at no additional cost and install them in my current
frame. If this is not possible, I request a full refund for the glasses,
including the frame and lenses, so I can seek services elsewhere. I would
appreciate your prompt response in addressing this matter.

After submitting the Customer Care Form, I received the
acknowledgement of the receipt of my response below.

Thank you! Your inquiry has been submitted to
your LensCrafters store location. A confirmation will be sent to the
email address you provided on the form. Please expect to receive a response
from our store within 5 business days. Your reference number
is ************.

Regards,

***** *****

Business Response
Date: 05/14/2025
Store Response
Is Issue Resolved?
Yes
Is Customer Contacted?
Yes
Resolution Category
Explained Policy/Process
Resolution Date
5/12/25
Resolution Notes
This is past the return policy about 4 months. I talked to Dr and the rx is correct and what she gave us.
Associate Information
Associate Name
Nancy S
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,

***** *****

Customer Answer
Date: 05/27/2025
The Business's reply stating their prepared lenses are according to the prescription simply is NOT truthful. The prescription has far, intermediate, and near zones and what they've prepared is for far and near only, completely missing the intermediate which is for Computer use. I use computer more than 8 hours a day at work, I told them that, even they asked me about it, but still they made the mistake of not including it in the lenses that they've given me. I never suspected that they would do such a gross mistake but as I sight got worse due to using it without intermediate zone for a while, I started to suspect it. They want to cover up their mistake by bringing such unfounded excuses. As they consistently refused to admit their error and are unwilling to rectify it with lenses per the prescription that contain all three zones, among which intermediate being the most important for my work, I want a refund that I can get it done somewhere more professional and honest.
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:
****************
Customer Answer
Date: 06/03/2025
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 Business's reply stating their prepared lenses are according to the prescription simply is NOT truthful.

The prescription has far, intermediate, and near zones and what they've prepared is for far and near only, completely missing the intermediate which is for Computer use. I use computer more than 8 hours a day at work, I told them that, even they asked me about it, but still they made the mistake of not including it in the lenses that they've given me. I never suspected that they would do such a gross mistake but as my sight got worse due to using it without intermediate zone for a while, I started to suspect it.

They want to cover up their mistake by bringing such unfounded excuses. They are unwilling to correct their mistake. As they consistently refused to admit their mistake and are unwilling to rectify it with lenses per the prescription that contain all three zones, among which intermediate being the most important for my work, I want a refund that I can get it done somewhere more professional and honest.

Regards,

***** *****

Business Response
Date: 06/05/2025
Store Response
Is Issue Resolved?
Yes
Is Customer Contacted?
Yes
Resolution Category
Explained Policy/Process
Resolution Date
5/12/25
Resolution Notes
This is past the return policy about 4 months. I talked to Dr and the rx is correct and what she gave us.
Associate Information
Associate Name
Nancy S
Customer Answer
Date: 06/12/2025
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.

Iim writing to express my concern regarding this issue with prescription lenses I received.

After experiencing noticeable eye strain and discomfort , I scheduled an appointment with my optometrist and was informed that the lenses provided to me is incorrect.
I specifically communicated and told th person Lovett at the LensCrafters at ****** location I spent 8 hours daily on the computer and require the lenses both computer and near vision.
unfortunately the lenses I received do not match these needs and are instead for far and near distance, which is not suitable for my daily work.

This errors has significantly impacted my vision and I believe I should be getting a refund or a replacement,

My insurance does not cover another pair of glasses and frame at least another year yet I still have another 2 installment to pay for wrong glasses.
I can't effort to get another pair .

Please advise to next step to resolve this issue,
Regards

***** *****
Initial Complaint
Date:05/03/2025
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.
Business: Ray-Ban (Luxottica Group)
Date of the transaction: June 27, 2024
Amount paid: USD $319
Product purchased: Smart Glasses
Nature of the dispute:
I selected in-store pickup when placing the order, but Ray-Ban mistakenly shipped the product to my billing address. I noticed the error immediately on the same day it was shipped (June 28, 2024) and contacted customer service while the package was still in transit. I provided proof of my order showing that I had selected in-store pickup. Despite having the opportunity to intercept or redirect the package, customer service refused to act, citing internal policy.

I never received the product because I was not at the billing address during that time (summer vacation), and I clearly stated this to the company early on. Nevertheless, Ray-Ban later claimed the item was “delivered” and has since denied responsibility. I have exchanged over 20 emails with customer service and made multiple international phone calls trying to resolve this issue. I was met with dismissive replies, repeated copy-paste answers, and ultimately, silence.

Has the business attempted to resolve the problem?
No meaningful attempt. Customer service referred me to a generic policy stating that responsibility transfers to the carrier upon shipment, despite my early warning. They have refused a refund or replacement and now ignore my messages.

Is the issue related to advertising?
No, this issue is not related to advertising.
Business Response
Date: 05/05/2025
Hi ***** ,

Thank you for reaching out to Ray-Ban.com! We are sorry to hear about your recently lost package. We are unable to process a refund or replacement for you given that our records show it was delivered by the shipping carrier. Please refer to the letter that was sent to you in regards to your claim.

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

Best Regards,

Allison.
[email protected]
www.ray-ban.com
Initial Complaint
Date:05/01/2025
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 purchased Meta Ray-Ban Smart Glasses for $500 from Lenscrafters.com December 2024. Within a span of less than four months, I have encountered two significant malfunctions, resulting in approximately two months of use.

I contacted Ray-Ban customer support after the audio stopped working. The representative said the glasses needed to be sent for repair and provided a link to proceed with the return process. After submitting the required form, I received an email indicating that the glasses were out of warranty.

Upon seeking clarification, I was redirected to the Luxottica chat service. This chat advised me to contact Ray-Ban. Ray-Ban told me to contact the Luxottica chat. The chat then told me to contact Ray-Ban. I spent three weeks being passed back and forth. I spoke with over ten different representatives. Ultimately, a Ray-Ban rep indicated they would send a form allowing me to get them repaired at a LensCrafters.

I went to the store and was dismayed to learn that the provided letter only granted me a $100 discount on the purchase of a new pair of glasses! Not a repair of my $500 glasses that I bought four months ago. I emailed a response to the letter, and the company's response was that a "comprehensive quality assessment" was conducted, concluding the issue was not due to defective materials or workmanship. No such assessment ever occurred! My only interaction concerning troubleshooting involved a brief call with a Ray-Ban customer service agent, and at no point did anyone from Luxottica evaluate the glasses or engage in proper troubleshooting.

It is perplexing how a decision regarding the product's condition could be reached without adequate examination. I strongly believe these glasses demonstrate manufacturing and quality issues, which I suspect the company is aware of with this brand of glasses. I have always trusted Ray-Ban, but this treatment of a loyal customer has changed my perception of the company and its products.
Business Response
Date: 05/02/2025
Hello ******,

Thank you for contacting Luxottica After Sales.

I have reviewed your service request ********. I'm sorry to see this claim has been deemed out of warranty. Unfortunately we do not have an option to change or modify the decisions made by our evaluation team. After reviewing I can see the proof of purchase is missing the item details, make and model information, this may be the reason the claim was deemed out of warranty. If you do not agree with this decision, you may submit a new claim. I would suggest a more detail proof of purchase. I cannot guarantee this will change the decision. I'm sorry for any inconvenience this may have caused.

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

Best Regards,

Luxottica Warranty & Repair Service Center
Customer Answer
Date: 05/02/2025
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 resubmitted the warranty claim. Before doing this I contacted LensCrafters (your company) via the customer service line and told them the situation and asked for a receipt/proof of payment that would be accepted by the warranty department. I had them assure me that this would be enough and they did. I sent the emailed proof of purchase via the warranty claim site. I asked your company what they needed, submitted what they said would work so let’s see if in fact it does.

Regards,

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

Business Response
Date: 05/06/2025
Service request ******** is currently awaiting you to re-submit the requested pictures as the initial pictures were BLURRY/OUT OF FOCUS/UNABLE TO READ & an INCORRECT TEMPLE PHOTO
Customer Answer
Date: 05/08/2025
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 included very clear pictures of the left temple. The pictures were not blurry the first time but I have retaken them and even included the right to make sure everything is covered. That is the picture you asked for and I submitted via the warranty site. I wanted the BBB to see how clear and not blurry the picture is. You can clearly see the numbers. Do you agree that this a clear picture of the inside of the left temple? Since this is the reason that they are now claiming my claim isn't being accepted.

Regards,

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

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

Thank you for contacting Luxottica After Sales. I am sorry we do not offer any refunds in warranty. The original proof of purchase or invoice is required when submitting the claim online.

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

Best Regards,

Luxottica Warranty & Repair Service Center
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.

This is the proof of payment/invoice. Second time I have sent this. This is the game your company is playing. Every other email it’s a different excuse when I have already addressed and sent this over.

You can fix the glasses. The audio doesn’t work. That is workmanship issue. Fix the glasses they are under warranty. This is the original invoice, I have sent a clear pic of the left temple, I have told you the issue. No more games. Honor the warranty.

Regards,

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

Customer Answer
Date: 05/15/2025
Hi,
Yes I resubmitted the claim for the warranty for the 4th time. They usually wait a few days after I submit it to send me another excuse why they won't honor the warranty and then they offer me a $100 coupon off a new pair. Let's hope the 4th time is the charm. The case number is ********.

-****** ******
Business Response
Date: 05/20/2025
Hello ******,

Thank you for contacting Luxottica After Sales. You will need to resubmit the claim with that proof of purchase attached.

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

Best Regards,

Luxottica Warranty & Repair Service Center
Customer Answer
Date: 05/21/2025
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. I appreciate the BBB helping me to finally get what I have been asking for since March and for what I paid for in December.

Regards,

****** ******
Initial Complaint
Date:05/01/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I went to this place to get glasses. I didn’t normally wear glasses except for computer work and I didn’t know what was wrong and didn’t bring my old glasses. Dr worked from home spent a long time waiting for Dr to come on computer. Did a couple tests I got glasses. Kept seeing double/ shadow they were mad I didn’t bring old glasses. 2 nd time again Dr worked from home waited 20 extra min to see her. I got another prescription. When I got the replacements I asked if I went for 2 nd opinion if they’d accept it. Person there said the Dr was no longer going to work with me. And was not going to replace anymore glasses. No more tests and told me I had to see a 2 nd opinion. Dr was late yet again the 2 nd time. So now I waited 260$ plus coverage on eye exam. I want my money back and I want the claim on insurance adjusted so I can see someone else In person who does not work from home. I still cannot see well. I see double possibly. Dr refused to see or help any longer. They have no drs working in office.
Business Response
Date: 05/01/2025
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:
****************

If you visited a store other than LensCrafters, please let us know which store you visited.
Initial Complaint
Date:04/30/2025
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.
This is the second time I’m reaching out to express my frustration with Target Optical. My initial complaint was about trial lenses being returned and being told I needed to schedule another exam just to receive a prescription.

In March, the doctor agreed to prescribe my previous lenses, but instead I received a completely different prescription. It doesn’t make sense that the doctor was unable to prescribe the lenses from my trial but was able to issue a new prescription for astigmatism. I was specifically told I would receive my previous prescription—not one with changes—and now I can’t even see clearly with the new lenses.

I feel like I’m being pushed into another unnecessary eye exam. This issue has been ongoing since December—it’s now nearly May—and Target’s policies are forcing me to repeat a process that should have been resolved months ago. I no longer wish to continue care with Target Optical. I simply want the correct prescription from my last exam so I can move forward.

I’ve called repeatedly, waited on hold for up to 30 minutes at a time, and received different information from every staff member I’ve spoken with. Despite being patient, the lack of consistency and accountability is unacceptable.

Please send my correct prescription from the last exam and consider this matter resolved.
Business Response
Date: 05/01/2025
Hello ******,

Thank you for contacting Target Optical! I am sorry, but prescriptions are retained by the doctor's offices, for the sake of healthcare information privacy. We do not have access to exam records. We recommend reaching out to the original store that assisted you with your eye exam to get a copy of prescription.

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 Target Optical! Have a great day!

Best Regards,

Susan L.
Target Optical Guest Service
www.targetoptical.com
Customer Answer
Date: 05/01/2025
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 contacted the store regarding the incorrect prescription I received, but they are unwilling to correct it without requiring a new exam. Unfortunately, my vision insurance does not cover another exam for contact lenses until January 1, 2026.

As a result, I am now left without a valid prescription and unable to seek care elsewhere without paying out of pocket. This situation is both frustrating and unfair, and I am seeking a resolution that does not place the financial burden on me for an error.

Regards,
****** *******

Business Response
Date: 05/06/2025
Care Form ************ was received on 4/30 and is currently being reviewed by the store operations team. Once we have an update to provide you with, we will do so accordingly.
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 are
I received a voicemail from target but each time I call back I’m forwarded to a voicemail box that’s full.

Regards,

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

Business Response
Date: 05/20/2025
Store Response

Is Customer Contacted?
Yes

Resolution Notes
Pt has access to her perscription that was finalzized in March, she can come in and pick up the perscription or we can email it to her as well. We did leave a voicemail to the patient and Dr Joseph and her team has spoken to this patient various of times in April. If patient wants to make a change it is past 6 months she will need a new contact lens exam.

Associate Name
Nicole G.
Initial Complaint
Date:04/25/2025
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.
Rayban sole me a defective pair of sunglass with a warped frame. I realized it and they provided me a warranty exchange on a defective pair of custom made sunglasses (Order #********). The process is where they provide you a store credit so you can buy the replacement glasses on your own. I did that and since they were customized originally I noticed the original frame color "light tortoise" was not an option anymore. I asked a representative of Rayban what frame is closest to "light tortoise" or if they have an alternative since it's not available anymore. They advised me to choose "Havana" as a frame color. I did that and ordered the glasses. But when they arrived, the "Havana" was not even close to the original color of my frames. It was almost black in color and very dark. I noticed afterward they have another color called "striped Havana" which looks more like the original frame "light tortoise" and requested an exchange for a striped Havana frame. Rayban, after all gave me the incorrect frame color in the first place, it is their fault. They refuse now to exchange the glasses. They say they are custom so they can't exchange them. They botched the warranty exchange first by changing the name of "light tortoise" to "striped Havana" and then second, by telling to order the wrong frame "Havana" which looks nothing like my original frames. I need them to fix their mistake and exchange the glasses.
Business Response
Date: 05/06/2025
Hi *****,

Thank you for reaching out to Ray-Ban****! We valued you as our customer and would like to ensure you receive the best possible care. I am sorry for the delayed reply.

After checking, the pair you submitted service request# ******** is RB2140 with light tortoise temple and front color. However, this color is not available on the website to customize for this model then one of our agents recommend that you choose polished havana color. I am sorry to hear that you are not satisfied with this color.

According to our return policy, we cannot accept returns for REMIX products as they have been made to the customer's specifications but we can offer a one-time courtesy return for you.

I emailed you a pre-paid *** return label to the email address associated with your account. You can also find this email attachment to get it if you need it. If you would, please print this label and attach it to the outside of the box the glasses were received in, and send the item back to us.

The tracking number listed on your return label will provide you with the date your glasses were received when searching on the *** website.

Remember, if you decide to return your item(s), shipping costs will not be refunded. All shipments are fully insured.

Once the glasses are delivered to us, please get back to us. We will offer a new 100% code for you at that time.

If you have further questions, please feel free to contact us. Again, thank you for contacting Ray-Ban****! Have a wonderful day!

Best Regards!

S***** L.
CustomerCare@Ray-Ban****
****ray-ban****
Customer Answer
Date: 05/06/2025
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:04/24/2025
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.
My Meta Ray-ban eyeglasses no longer connected to my phone after recent update a few months ago, when I was told to send them back for repair, they were suppose to check to see if they are still under warranty or exchange for a new pair, after finding out they were not under warranty they told me they sent them back. In addition to sending them back, I was never informed that I was to accept or decline offer to replace. They told me to wait 3 weeks to receive them back, but I have not, and in order to start a new claim because the 1st one has been closed. I have spoken with the customer care and chat box and they have been no help with tracking my glasses or making any resolution. I would just like to receive my original glasses or a full refund of the cost I paid for them, because I need my glasses.
Business Response
Date: 04/29/2025
Service request ******** was delivered back to you on 3/21 per ******************.

We recommend reaching out directly to UPS for further assistance as we are unable to assist you any further.
Customer Answer
Date: 04/29/2025
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 still do not have my glasses I sent to Ray Ban. The tracking says delivered and has been saying delivered and I do not have them. I have been dealing with this over a month now.

Regards,

******* *****
Initial Complaint
Date:04/23/2025
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.
ive send ray ban my smart glassess april 15 and i wanted them fix those are my medical glassess with presription lens in them and i contact custer care online they said my service number isnt matching she apologizing for them please help me
Business Response
Date: 04/24/2025
Please reach back out to us with your service request number and we will check the status of it for you.
Customer Answer
Date: 04/24/2025
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.

Your Service Request ******** RAYBANS Address is **** ****** ** *********** ** ***** ****

Regards,

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

Business Response
Date: 04/29/2025
Hello ********,

Thank you for contacting Luxottica After Sales. Sorry but I can see you gave us Warranty order #******** but this is not coming up as a valid claim. Nothing is coming up under this email either.
Can you look back on your original emails and see if a different claim # was given by chance? Or you used a different email address to file your claim.

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

Best Regards,

Darlene
Luxottica Warranty & Repair Service Center
Customer Answer
Date: 04/29/2025
Better Business Bureau:

help return my glasses

Regards,

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

Customer Answer
Date: 05/05/2025
They have it under ******* in my account
Business Response
Date: 05/06/2025
$0 Order ******** is estimated to be delivered on 5/7 (tomorrow) per ********************************************************

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