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:04/23/2025
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 ordered a 652.00 pair of sunglasses and was refunded all but 100.00 in giftcards. I have reached out to Sunglass Hut many times and was told the refund takes 7-10 business days. The return was processed on 3/3/25 and I still haven’t received the 100.00 giftcard.
Here is a copy of email from Sunglass Hut.
Image

Subject
Sunglass Hut USA Phone

Response By Email (April A) (03/31/2025 09:41 AM)
Hello ********,

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

We are sorry for the difficulty experienced with the return of your order #********. Our records indicate the request has been submitted to our Gift Card Team to investigate the refund status.

We apologize for not meeting the level of service expected and thank you for your patience through this process.

Best regards,

April A.
Sunglass Hut
Customer Resolution Team
Question Reference # *************
Date Created: 03/27/2025 09:32 AM
Date Last Updated: 03/31/2025 09:41 AM
[---****************---]
Business Response
Date: 04/28/2025
Hello ********,

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

Again, thank you for contacting Sunglass Hut. Have a great day!
Initial Complaint
Date:04/22/2025
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.
I have gone to this LensCrafters for the last 16 years. This year was a disaster. I purchased 2 pair of glasses and my husband purchased one for a total of over $900 out of pocket after insurance
I submitted a claim ************* and was told I would hear from a regional manager in which I never did.

Both pair of my glasses were ordered wrong. When I brought them back to the store. They corrected my main pair, and I asked them how much would they charge me to keep the sunglasses that already had my prescription in them. I was told the sale of half off. Over $300. I asked if I could get a bigger discount since I had to come back and be without my glasses. I was told no. Then I stated that the new glasses didn’t fit the same as the other pair. Even though they were the same glasses. The employee told me that’s how they fit. I’m not there to argue with anyone after I have spent almost $1000 with them. I also advised my second pair of glasses were not correct and she said you can bring them back. Well by this time I don’t want to come back due to the rude nature of the employee. I submitted a complaint, and guess who called me? The rude employee. She told me she has never been rude to anyone (which I felt she was being rude on the phone) my problem is now. I have 2 pair of glasses that really don’t serve me and I am highly upset. I have spent way too much money there to not be able to rectify my issues because you employ a rude person.
Business Response
Date: 04/23/2025
Store Response
Is Issue Resolved?
Yes
Is Customer Contacted?
Yes
Resolution Category
Processed Partial Refund/Discount
Resolution Date
3/05/25
Resolution Notes
We offered discount for pair of glasses. SMM spoke with customer and issue was resolved
Associate Information
Associate Name
Ashley Y****
Associate Lux Id
******
Initial Complaint
Date:04/21/2025
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.
On February 22, 2025, I purchased a pair of glasses for $182.99 after tax and insurance. However, two weeks later they had to cancel it and said a refund would come to my account in 7-10 business days. April comes around and I notice the negative balance still in my account. I emailed them and told them I never got a refund and they apologized at first and said they would try again but then said they already did the reversal transaction and it should have dropped off, but the amount of money 182.99 never showed back in my account at all. They are saying it would drop off and show back on there and if not I would have to call the bank to fix it. I called my bank ******* and they cannot find the transaction either. I moved that money from my savings so if I got the money back then I would have moved it back to savings. I feel they are trying to gaslight me and say they refunded it but it is not showing in my account and they stopped responding to emails. Help me
Business Response
Date: 04/21/2025
Feb 27 2025 03:40:56 PM GMT ********************** ************* $182.99 USD Success Card Payments - Full Authorization Reversal *********************
Feb 20 2025 12:44:46 AM GMT ********************** ************* $182.99 USD Success Card Payments - Authorization *********************

Please reach out directly to your financial institution for further assistance.
Initial Complaint
Date:04/18/2025
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.
On 2/21/25 I placed two orders for contact lenses. There was an instant rebate for $60 if you purchase 4 boxes of contacts which I did for both orders. The first representative I spoke to told me I would receive the refund within 7 days from when I receive the order but I never received it. While I waited I requested a separate discount for being a government employee which was issued but now they will not issue the refund of $60 per order for a total of $120 citing that a refund has already been issued. The refunds requested were for separate things and the first representative promised I would receive it because I specifically asked and we went over the order total. I feel that this refund needs to be honored based on what I was told by the representative. I also was never informed that I could not receive two discounts and that is why it needs to be honored because it was never communicated to me. The customer service has been very unhelpful and aggressive at times. I have contacted them various times to do the right thing and they have not. It does not make sense that I would have known that two discounts could not be combined and I would choose to apply the smaller discount. I would like Target Optical to honor what the representative said and issue the refund on both orders.
Business Response
Date: 04/21/2025
Apr 21 2025 01:05:20 PM GMT ********************** ************* ****** *** ******* ****** ******* ******** ****** ************************** ******** *******
Apr 21 2025 01:04:42 PM GMT ********************** ************* ****** *** ******* ****** ******* ******** ****** ************************** ******** *******
Customer Answer
Date: 04/25/2025
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:04/18/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Got new pair of glasses lessnthann2 months ago the glasses nose guard has fallen off due no fault of my own and instead of replacing bit want to charge me 25$ and will take 2 weeks to replace already spent over 350$ on glasses and should have pay another 25$ for cheap rubber nose guard
Business Response
Date: 04/18/2025
There is no previous interaction history associated with ****************************.

Please reach back out to us with your order number or service request number for further assistance.
Initial Complaint
Date:04/16/2025
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 4/15/25 I purchased sunglasses at the polaris mall sunglass hut. The total came up to 255.96. I used my debit card to make the purchase. When I inserted my card in the reader it said approved. The cashier at the time witnessed the screen saying approved, but on his computer screen it said pending. I then showed the cashier it was taken out of my account but he said he couldn't finalize it with the receipt coming through to finalize the transaction. He then called his supervisor and his supervisor said I couldn't have the glasses without a receipt even though he told her it charged my card. The cashier canceled the transaction and rerang the glasses again I used my same debit card and this time it generated a receipt. The cashier said I the first charge should not post to my account but it did. I was charged twice for one item. I want my refund asap for this extra charge on my credit card
Business Response
Date: 04/16/2025
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: 04/16/2025
Better Business Bureau:

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

Regards,

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

Customer Answer
Date: 04/18/2025
Here is my bank statement of being charges twice of me swiping my card the 2nd time for the same purchase of one pair of sunglasses here is the receipt of the sunglasses that was purchased which is an identical charge
Business Response
Date: 04/21/2025
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: 04/21/2025
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 below.

(PLEASE TYPE YOUR REASONS HERE)

Regards,

******* ***** ****
Initial Complaint
Date:04/15/2025
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.
A few days ago, I was shopping for a pair of sunglasses on sunglasshut.com. A pop-up appeared asking me to enter my email address to receive special offers. I did so, and a few hours later, I received an email with the subject line 25% off for members only. The email even showed the pair of **** **** I wanted (see attached screenshots). There was no asterisk and no T&Cs for the 25% off offer at the bottom of the email like there were for other promotional offers. Furthermore, there was no promo code for the 25% off. This morning, I called about the email inquiring how to obtain the 25% off. The agent apologized and sent me a promo code for 40% off (see other attachment). Again, there was no asterisk or exclusions associated with the promo code. I even asked the agent while on the phone if there were excluded brands, and she made no mention of **** ****.

When I went to place my order a few hours ago, the system would not honor the promo code on the **** ****. I again called and was told **** **** are excluded from promo codes. This was a surprise to me, because no exclusions have ever been communicated in the emails I've received.

I am asking the business to honor their discount as offered given the misrepresentation of the promotional offer and not communicating exclusions properly.
Customer Answer
Date: 04/16/2025
I interpret that excluded brands list to apply to the Spend and save up to $60 off promotion and the 50% off Second Pair promotion. Those are separate and distinct promotions from what is offered in the subject line of 25% off (for which there is no mention in the email of exclusions).

Thank you,

****
Business Response
Date: 04/16/2025
Hello ****,

Thank you for contacting Sunglass Hut!

This email is for your 40% Voucher **************.

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

Best Regards,

Maria Apple C
**************************
www.sunglasshut.com
Customer Answer
Date: 04/16/2025
Better Business Bureau:

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

The business' response included the same exact promotional code they sent me before, and once again, it had no details on excluded brands (which you can plainly see for yourself...no asterisk, no T&Cs).

As I articulated in my initial complaint, I am trying to purchase **** ****, and they are supposedly excluded from the promotional offer of 40% off. However, there is no list of excluded brands for the 40% off (you can clearly see in the business' response there are no exclusions and the business is misrepresenting the offer).

Keep in mind, this 40% off offer stems from a conversation I had with the business where they initially sent me a 25% offer with no code and no T&Cs (as shown in my initial upload). I called the business to ask for the 25% promo code, and for my trouble, they upped it to 40%. Again, the discount code was sent to me without an articulation of excluded brands.

I request 40% off the **** **** as offered to me by the business.

Regards,

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

Business Response
Date: 04/16/2025
"Brand exclusions apply on: ******* ***** ****** ******** ***** ****** **** **** ****** ***** ***** ****** *** **** ******** ******** ********** ******* ******** ******* ***** ******* "

There is no way for us to override this.
Customer Answer
Date: 04/18/2025
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.

Their response does not address the issue that they misrepresented the offer by not stating the brand exclusions in the initial communication.

Regards,

**** ********
Initial Complaint
Date:04/12/2025
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.
Have been waiting over a month for my refund, after I returned the item I purchased.This company keeps lying to me repeatedly.They telling me to check my bank.It doesn't take a month to get a refund.
Business Response
Date: 04/14/2025
04/11/2025 04:20 PM
Hello **** ,

Thank you for ordering with ContactsDirect!

We have processed a refund to your **** ****** XXXXXX **** card in the amount of $55.99 on 03/21/20025.

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

Details of this refund are shown below.

Card Credit ********************** 55.99 USD Mar 21 2025 04:48:09 PM EDT TRANSMITTED 100 - **** ****** XXXXXX 4974

Just a friendly notice ******** *******, FSA, and HSA cards may take up to 30 days to display the refund submitted. Thank you for your patience and kind understanding.

Thank you again for reaching out to ContactsDirect. I hope you have a great rest of your day.

Best Regards,

Joel V
ContactsDirect Customer Service
www.contactsdirect.com
Initial Complaint
Date:04/11/2025
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 need executive office contact regarding issues at the ******* **** Mall location for customer ****** *******. Please provide a refund!
Business Response
Date: 04/14/2025
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: 04/14/2025
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.

The store keeps getting my prescription wrong. I’ve had to come back to the store multiple times. Please issue a refund.
Refund. I’d would like to speak to a member of corporate executive management.

Regards,

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

Business Response
Date: 04/16/2025
Care form ************ was received by the store manager on 4/14 and is currently being reviewed. They should have an update for you within the next 5 business days.
Initial Complaint
Date:04/09/2025
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.
Subject: Urgent: No Response to Claim #************ – Follow-Up
Dear LensCrafters Care Team,
I hope this email finds you well. I’m following up on my claim (ref. #************), submitted March 21, 2025. Your confirmation email that day stated I’d hear back within 5 business days, but as of April 6, 2025, I’ve received no update.
This delay is concerning, as I expected a resolution by now. I’m still awaiting the reimbursement I requested. Please provide a detailed status update urgently. If this can’t be resolved soon, I’d like to escalate it to the *** **** Regional Manager.
I’ve attached my receipt and your confirmation email for reference. Please confirm receipt of this message and reply promptly. If I don’t hear back within 2 business days, I’ll escalate this to the Better Business Bureau and explore other consumer protection options.
Thank you for your immediate attention. I look forward to your response.
Kind regards,
****** ****** ***** *****
Business Response
Date: 04/10/2025
Store Response
Is Issue Resolved?
Yes
Is Customer Contacted?
Yes
Resolution Category
Listened and Apologized
Resolution Date
3/21/25
Resolution Notes
Customer was spoken to 3 different times by management and was shown the difference between digital and standard. She asked for the same lenses as the ********* and it was duplicated. She was also explained that with her returning she was going to lose the benefits, she still decided to return.

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