Business Profile

Optician

Luxottica Retail North America Inc.

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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

931 total complaints in the last 3 years.
292 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:04/09/2025
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed a transaction for Meta glasses with a prescription on 3/30 and received an expected arrival for 4/15. On 4/3 my order was canceled with no further information so I reached out to chat. They told me my husbands prescription lenses could not be filled and I would need to reach out to vision works to see if it was possible. This was strange because it asks you to upload the prescription and input the details and successfully let me process the transaction and take my money. So fine the order was canceled and they sent me a 20% off coupon. At the time I ordered there was a 40% discount on prescription. When I went back to reorder the glasses using my prescription different for my husbands, not only does the 20% discount they sent me not apply to the original type of glasses but the prescription discount is no longer available.
Business Response
Date: 04/10/2025
Our promotional codes do not apply to Ray-Ban META products. Please feel free to place an order at full price and once your full price order ships out and is in transit to you, we will refund you 20% off of the full price of your order as a one time exception.
Customer Answer
Date: 04/12/2025
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. However I would like someone to let me know how the refund process will work? Is it automatic? Or will I need to contact someone?

Regards,

******** ******
Initial Complaint
Date:04/09/2025
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.
1/31/25- First visit to Pearl Vision, ordered two pair of glasses (total cost was $1058.99) and was told it would be a few weeks. They would contact me when both pair of glasses were in so I didn't have to make two trips. I was given no receipt at this time.
2/12/25- I was contacted by Pearl Vision that my glasses arrived; I went that day and picked them up but only one pair was available.
2/28/25- I called again to check on the status of the second pair.
3/3/25- Almost 5 weeks later and I still hadn't been contacted. I called and was told they would be in the next day.
3/6/25- I went to pick up the glasses and the lenses seemed incorrect with my line of sight. I said I would try them and see how I felt. I also asked what my options were if I couldn't wear them (again no copy of the receipt outlining the return policy). I was told to talk to the store manager upon her return on 3/10/25 to discuss my options.
3/10/25- I called and spoke to Cindy. I was told my only option would be to exchange for another pair. However, I said Pearl Vision website clearly advertises their guarantee: "If for any reason you aren’t 100% satisfied with your eyewear purchase, you can return it. Bring the merchandise back in its original condition within 30 days of your purchase and we’ll make things right. We’ll adjust, repair, exchange or replace with no excuses, and you don’t need to provide an explanation." I said that I wanted a refund and was told my only option was to exchange them. I then asked to speak to a manager and she said she WAS the manager. I then asked who was above her and she said the Corporate office. I asked for their number and she said she didn't have it. She could try to email them. I said okay. That day, I called the **** ***** Optical Customer Service and they assured me they would make it right and that the Regional Manager, Erika W***, would contact me. I have received ZERO calls or emails to resolve my complaint. I want a refund!
Business Response
Date: 04/11/2025
To ensure the proper team addresses your concerns we need to learn more about your experience in your own words. Please fill out our Customer Care Form so that we can best assist you. Once submitted, please allow up to 5 business days to hear back from the store.

To access the form, please visit:
****************
Customer Answer
Date: 05/06/2025
Cassandra,

Good morning. They have acknowledged my complaint but no action/resolution has occurred. I would appreciate if it would remain open until it is resolved, if that is possible.

Thank you,

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

Business Response
Date: 05/06/2025
Hello *****,

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:
****************

Thank you,
Luxottica Customer Resolution Team
Customer Answer
Date: 05/07/2025
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 only received an email on April 15, 2025 acknowledging the complaint and stating I would be contacted within 5 days. It is now May 7, 2025 and I have not received any further communication from them. The email is attached.

Regards,

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

Business Response
Date: 05/14/2025
We are sorry to hear about your
recent experience at Pearle Vision. As this Pearle Vision location is an
independent franchise, we are not able to assist and have forwarded your
concern to our franchise team who will partner with the store for a resolution.
Any further inquiries regarding
Customer Care Form ************ should be communicated directly with the
franchise location. We apologize for any inconvenience this has caused.
Customer Answer
Date: 05/14/2025
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:04/09/2025
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.
I just spoke with Ghaylyn, a support rep and they let me know that Luxottica does not make policy exceptions in order to retain consumers. Recently I noticd that my Sunglasses which retail for around $235 at retail were broken. I do not remember why they broke or how. I went ahead and filed a claim and they let me know my glasses were out of warranty. I was shocked when I noticed that I was only a couple days over the two year window for a warranty claim. I think it's important to get the notice out there that this is the policy and way Luxxotica does business. I was really hoping to come to a agreement with Luxoticca. They've offered a 50% discount on a new pair which is roughly about the same price as their repair of approximately $135. I am not sure i'll use it knowing now their policies.
Business Response
Date: 04/09/2025
Hello ****,

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

Service request ******** was determined to be out of warranty.

A repair was offered, which is currently awaiting payment.

OR

To express our sincere apology for the frustrations we would like to offer you 50% off a future purchase on our website. Please accept this as a token of our gratitude for your loyalty.

Enter promotional code *********** to order your new frame.

We apologize for not meeting the level of service expected and for any inconvenience this has caused.
Customer Answer
Date: 04/09/2025
Better Business Bureau:

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

Please note this is no different than previous offer. Note that the code below also does not apply towards an order of the same glasses. This was verified on their website earlier.
Please provide a new pair of glasses of similar or exact kind to the address above. The warranty was only expired by a matter of days. In line with industry best practices, Luxoticca can and should provide a good faith replacement by making an exception to their policy.

Regards,

**** ******

Customer Answer
Date: 04/15/2025
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 note this is no different than previous offer. Note that the code below also does not apply towards an order of the same glasses. The code they gave me didn’t even work for the glasses I was going to have to purchase as a new pair. This was verified on their website earlier.
Please provide a new pair of glasses of similar or exact kind to the address above. The warranty was only expired by a matter of days. In line with industry best practices, Luxoticca can and should provide a good faith replacement by making an exception to their policy.

Regards,

**** ******

Business Response
Date: 04/15/2025
Please feel free to place a new order at full price and we will refund you 50% once the order ships to accommodate for the promo code not applying to the product that you want.
Initial Complaint
Date:04/07/2025
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 purchased a pair of glasses in 2024 which turned out to be faulty within 30 days a "haze" developed on the lenses.I cleaned it off and within another 90 days this occurred again multiple times. Within 1 year I contacted the Target optical and was told I couldn't get a refund of my money due to refunds only being given within 90 days of purchase. They agreed to send me a :new" pair (no charge) and now (AGAIN) I have been finding the same recurring flaw happening over and over again, When I picked up my original order (and during product selection) I was never told about their rules for refund and/ or replacement.
Since I feel I cannot get a "good pair of glasses from this outfit, I wish to get a refund on my monies (both out of pocket and insurance payment amounts) so I can go and buy from a reputable organization.
Business Response
Date: 04/08/2025
Store Response
Is Issue Resolved?
No
Is Customer Contacted?
Yes
Resolution Category
Explained Policy/Process
Resolution Notes
Have made many attempts to reach patient. Solution: I will make a new pair of glasses for him with the ****** **** **, and exchange with the pair is his unhappy with. I will personally double check the prescription to ensure it is what the doctor had ordered. Patient has not been responsive.
Customer Answer
Date: 04/08/2025
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 actually have not heard from the business recently, The last communication I had was when they offered to send me a new pair of glasses WHICH THEY DID...BUT ...THE NEW PAIR WAS JUST AS FLAWED AS THE ORIGINAL PAIR RECEIVED. I am not interested in getting involved with getting flawed after flawed merchandise. When I made my first contact with the company I made my product wishes known and TO DATE, they have not been satisfied.

Regards,

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

Business Response
Date: 04/16/2025
Store associated Ana D. closed your customer care form on 1/19 notating that, "Have made many attempts to reach patient. Solution: I will make a new pair of glasses for him with the ****** **** **, and exchange with the pair is his unhappy with. I will personally double check the prescription to ensure it is what the doctor had ordered. Patient has not been responsive. -Ana Store Manager ****". Please reach out directly to her at the store for further assistance.
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.

(IN TOTAL I have had TWO in person interactions during which I explained my desires (for the cheapest frames available) and was (in my opinion tricked into choosing an expensive frames without being told they were much more expensive), then I bought a pair of glasses...which turned out to have a manufacturing flaw (unbeknownst to me).
The second in person contact was to pick up my glasses when at that time something seemed wrong with them BUT...I was told "Your eyes will adjust to them", so I took the glasses.
After a short time I noticed a fogging of the lenses buy cleaned them off and kept wearing them. After many months of fighting to keep the lenses from fogging I entered an e-mail to the store about my issue. I received a communication from the store offering to send me a new pair but I would have to return the faulty pair...I accepted the offer, received he new glasses, returned the faulty pair and (hoped) the issue was over. BUT the new pair soon showed the same flaw as the first pair so I then wrote my complaint to the BBB in **. Now here we are and I wish to have a full refund of all monies spent for my glasses so I can go somewhere reputable and get a quality pair of glasses.
I won't go back to this company EVER!

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

Regards,

********* ********
Initial Complaint
Date:04/07/2025
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 a pair of eyeglasses and insurance, about 3 months later the 2 screws fell off the frame. I went and filed a claimed and after I paid the co-payment, they made new glasses, Unfortunately, I chose a different color for my frame. I did not like them all . So, I went back to get my same color frame. Well, they said that they could no longer provide it to me! However, they have it online! They refused to call other stores or reimburse me for that color frames ( I offered to order them online and they could reimburse me at the store)! Such a nightmare. I want my same. Poor frames that LensCrafters has online and that the store sold it to me!
Business Response
Date: 04/07/2025
To ensure the proper team addresses your concerns we need to learn more about your experience in your own words. Please fill out our Customer Care Form so that we can best assist you. Once submitted, please allow up to 5 business days to hear back from the store.

To access the form, please visit:
****************
Initial Complaint
Date:04/02/2025
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 these eyeglasses on Jan 2024. I filled a warranty claim with Ray Ban on March 30, 2025 for the following Reasons
1) Both arms fastening units have come loose. My only fix (which the retailer tried to fix by pushing on the hinge) was to crazy glue them. This fix by the retailer occurred 6 months of owning them. I did not know that shortly after a year, this frame would crack because if I had did, then I would have had them replaced under warranty a lot sooner.
2) The crack in the frames is so very close to the hinge and decorative bullet, an area to be structurally weak.
I received a quick response stated the frames were out of warranty and offered $100 off at LensCrafters for lenses and frames. I had responded, Your warranty policy as noted on the Terms, “ free from manufacturing defects (in material or workmanship) for a period of 24 months from the date of purchase”.
I received a quick response stating “ it appears the defect on the frame was caused by some external forces that do not belong to the manufactory defectives.”
I responded that I have purchased many ray ban eyeglasses and these reading glasses are the only ones that have failed me noting the 2 reasons above and the 3rd reason: They claim external forces. Yes, I wore the glasses on a regular basis, I did not put them on display. I simply wear them for reading, not playing sports or seeing distances. Reading does not cause external forces, besides taking them off and on with my hands. There are no scratches on the lenses.
The final response from Ray Ban was as “The technician did not find the damage to be a manufacturing defect. “
The only response acceptable to me is a replacement of the frames, under warranty. I know this is a defect not caused by normal wear and tear.
$263 plus tax
Business Response
Date: 04/02/2025
Hello *****,

Thank you for contacting Luxottica After Sales. I am very sorry and completely understand. The technician did not find the damage to be a manufacturing defect.
Please use the code below on your next online purchase to receive 50% Off (ONLY 1 Item up to $500). Valid until 12/31/26. Offer is not valid on clearance items, limited edition items, cannot be combined with other promotions/sales/insurance, and can only be used for purchases on our website. Other exclusions may apply.

Promotional Code: ***********

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

Best Regards,

Luxottica Warranty & Repair Service Center
Customer Answer
Date: 04/02/2025
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.

Luxottica Retail North America Inc implied that they did not find the damage to be a manufacturing defect, is invalid. I sent photos and I know my level of wear and tear and these eye glasses frames has had issues shortly after purchasing them. Eye glasses are supposed to be worn and used. I use these glasses to read. The 2 year warranty should cover when the hinges fail and the frames break under normal wear.
I reject the invalid excuses 1) out of warranty and 2) no manufacturer defect.
The costs to replace should be the manufacturer responsibility. This is the only resolution i will accept, especially since their first excuse was to claim the frames were out of warranty, which they are not. I just want to use the lenses in the frames that I bought under good faith, that should anything happened to them they will be replaced under warranty within the warranty period.

This is not good business practice, if they want to re-write the definition of warranty.

Regards,

***** ******

Business Response
Date: 04/08/2025
Hello *****,

Thank you for contacting Luxottica After Sales. I am very sorry and completely understand. The technician did not find the damage to be a manufacturing defect.
Please use the code below on your next online purchase to receive 50% Off (ONLY 1 Item up to $500). Valid until 12/31/26. Offer is not valid on clearance items, limited edition items, cannot be combined with other promotions/sales/insurance, and can only be used for purchases on our website. Other exclusions may apply.

Promotional Code: ***********

OR

You can use the LensCrafters letter that you were previously sent by us.

There are 2 resolutions for you to pursue. We are unable to resolve this any further as we have provided 2 separate resolutions for you.
WHAT IS COVERED BY WARRANTY (examples):
Delamination and/or peeling of sun lens coating
Bubbles or imperfections in lens coating
Premature flaking or deterioration of frame coating
Soldering defects of temple hinges and/or barrels

WHAT IS NOT COVERED BY WARRANTY (examples):
Normal wear and tear (scratches or pit marks on sun lenses )
Any damages caused by accident, abuse, neglect, shock, improper use or storage of product
Damage caused by chemicals (hair spray, cologne, window cleaner, alcohol, etc…)
Damage caused by unauthorized modifications or repairs
Loss of eyewear
Prescription (Rx) lenses

The damage was not caused by a manufacturers defect. Our warranty covers manufacturer defects, which this was clearly not.

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

Best Regards,

Luxottica Warranty & Repair Service Center
Customer Answer
Date: 04/15/2025
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.

Thank you for Luxottica's response. I'm sorry that your AI technician cannot find the damage to be a manufacturers defect. Perhaps a AI generated response is not the best choice in a resolution. Perhaps a human can actually review this warranty claim.
I reject this resolution as previously stated the hinges both came loose after 6 months and attempt of repair was done. After it failed again, I crazy glued the both hinges. I’ve attached photos. This is defect is listed in your own manufacturer’s list of defects. Luxottica's written warranty does not list any conditions as stated in your response. This must be an internal list or as stated above a AI generated response to say "no".

I still stand behind, that the crack in the frame is a manufacturing defect.

I will only accept a replacement, because it's the right thing to do.

Regards,

***** ******

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

Thank you for contacting Luxottica After Sales. I am very sorry and completely understand. The technician did not find the damage to be a manufacturing defect.
Please use the code below on your next online purchase to receive 50% Off (ONLY 1 Item up to $500). Valid until 12/31/26. Offer is not valid on clearance items, limited edition items, cannot be combined with other promotions/sales/insurance, and can only be used for purchases on our website. Other exclusions may apply.

Promotional Code: ***********

OR

You can use the LensCrafters letter that you were previously sent by us.

There are 2 resolutions for you to pursue. We are unable to resolve this any further as we have provided 2 separate resolutions for you.
WHAT IS COVERED BY WARRANTY (examples):
Delamination and/or peeling of sun lens coating
Bubbles or imperfections in lens coating
Premature flaking or deterioration of frame coating
Soldering defects of temple hinges and/or barrels

WHAT IS NOT COVERED BY WARRANTY (examples):
Normal wear and tear (scratches or pit marks on sun lenses )
Any damages caused by accident, abuse, neglect, shock, improper use or storage of product
Damage caused by chemicals (hair spray, cologne, window cleaner, alcohol, etc…)
Damage caused by unauthorized modifications or repairs
Loss of eyewear
Prescription (Rx) lenses

The damage was not caused by a manufacturers defect. Our warranty covers manufacturer defects, which this was clearly not.

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

Best Regards,

Luxottica Warranty & Repair Service Center
Initial Complaint
Date:03/31/2025
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 purchased 3 pairs of sunglasses online and had them shipped to the ********** ******* location. These arrived on 3/19/25. I went an tried them on in person and returned all 3 pairs (purchasing an entirely different pair). It is now 3/31/25 and I have not received any refund. I called customer service and they said it needed “special approval” which I do not understand as I returned the pairs in the store the same day.
Business Response
Date: 04/01/2025
Hello ****,

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:
****************

Thank you,
Luxottica After Sales
Initial Complaint
Date:03/31/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am submitting this complaint regarding LensCrafters and a $100 refund I was promised but never received.

On March 17, 2025, I placed an online order for prescription glasses through the LensCrafters website. I attempted to apply a $100 coupon provided through my ****** insurance, but the system would not allow me to enter the code. I initiated a live chat with a LensCrafters representative, who confirmed that the coupon could not be applied online but assured me that the discount could still be honored after the order was placed.

I was told to respond to a confirmation email (Incident: *************) with my order number, and I would receive the $100 refund once the order shipped. I replied to that email immediately with the requested information. A team member acknowledged my reply and stated the refund would be processed once the order shipped.

After my order shipped, I followed up again—only to receive no further response. I have now been ignored despite complying with all the instructions I was given.

It has been two weeks since I followed up, and I have received no resolution or communication from LensCrafters. I am filing this complaint with the Better Business Bureau in hopes of finally resolving this issue and receiving the $100 refund I was promised.
Business Response
Date: 03/31/2025
We have refunded $100 for order *************.
Customer Answer
Date: 03/31/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

****** *******
Initial Complaint
Date:03/31/2025
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.
The Dr. onsite prescribed me lenses and contacts on January 11th 2025. My credit card and my insurance both were charged $412.09 and $ 803.00 respectively.
I received the Lenses on February 11th and that day I bought contact Lenses for $353.98. Everything feels distorted, i stand up and i feel tall, i read something in my phone and look up and my eyes strain to focus to objects further away.
Through e-mail and web chat, both representatives agreed i can mail them and I did as soon as I received the contacts. I went to Post office to return both contact and lenses through USPS (tracking number USPS ********************** signed and received by D.T. February 24th 2025 at 11:27 a.m. ) I asked Monica who was the sales person, to give me the refund to both my credit card and to refund my insurance but she is giving me hard time stating they didn't receive the box that included both the lenses and contact lenses.
I had called them a minimum of 7-10 times and I spoke with Monica. I had faxed all paperwork (because apparently they don't have emails) required to get my refund but according to her she has not received anything. I have faxed 3 times the paperwork. she told me she didn't receive them.
This is the worst place in my entire life I am having hard time to get my money back after i returned the goods.
I contacted my credit card company to get money back and they are investigating. I also, contacted my insurance company and they called Lenscrafters today but nobody picked up the phone. I want them to don't charge me for anything- My insurance was supposed to be charged only for the doctor, which is fine. but other than that I don't want to pay them a penny. Horrible customer service- CROOKS.
I paid with master card ending ****:
receipt #3011252 1/27/25 $412.09
receipt # ******* 2/11/25 $ 353.98
Insurance Claim: ************** $803.
Please help me to solve this and Thank you!
Business Response
Date: 04/01/2025
Store Response
Is Issue Resolved?
Yes
Is Customer Contacted?
Yes
Resolution Category
Explained Policy/Process
Resolution Date
3/07/25
Resolution Notes
The customer explained that she mailed the glasses and CL to the store but we never received theme so we are going to call her back as soon as we get it to precces the refund
Associate Name
Monica C.
Customer Answer
Date: 04/01/2025
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.

Attached is the USPS confirmation maybe you don’t recognize DT but you recognize the signature.
it was delivered inside office

I need to get my REFUND to my credit card and Also refund my Insurance asap

Regards,

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

Business Response
Date: 04/02/2025
Please reach out directly to the store for further assistance as they have closed the complaint and marked it as resolved.

Store Response
Is Issue Resolved?
Yes
Is Customer Contacted?
Yes
Resolution Category
Explained Policy/Process
Resolution Date
3/07/25
Resolution Notes
The customer explained that she mailed the glasses and CL to the store but we never received theme so we are going to call her back as soon as we get it to precces the refund
Associate Name
Monica C.
Customer Answer
Date: 04/02/2025
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 dont understand how this business operates. No one has contacted me about my/insurance refund.
i will contact press and TV for assistance
very dissatisfied

Regards,

****** ******
Initial Complaint
Date:03/27/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a meta smart glasses on LensCrafters.com on 11/29 last year, it cost $379.

It has no any damages but electronic function didn’t work, I bought an Ai glasses but now it become an ordinary glasses, I can’t use it to take pics videos or Ai function. I claimed warranty on LensCrafters.com and they turned me to ray-ban aftersale.

I returned the glasses to ray-ban and they denied warranty and gave me 3 reasons:

* Issue not due to defective material or workmanship
* Missing/invalid proof of purchase
* Warranty period expired

But My glasses electronic function didn’t work they should responsible for it. I have valid proof of purchase, it was bought from LensCrafters and order number is *************, I also uploaded the proof to ray-ban. My glasses still in warranty.
They refused warranty is unreasonable.

They gave me a substitution offer to get an alternative frame, I accepted. But more than one month has gone, no any updates, I mailed with them but didn’t get any useful infos.

Ray-ban should keep warranty promises.
Business Response
Date: 03/28/2025
Thank you for contacting Luxottica After Sales. I'm sorry! The warranty/repair process may take up to 15 business days from date of receipt.

Once your product has been received, it will be evaluated for repair cost, replacement determination, or sent back to you.

You will receive a letter via email or U.S. mail once a determination has been made. With that said, we have escalated a request to have your warranty claim expedited. Again, thank you for contacting Luxottica After Sales. Have a great day!

Customer Answer
Date: 03/31/2025
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 haven't got any updates or responses from ray-ban after sales.

Regards,

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

Business Response
Date: 04/02/2025
The warranty/repair process may take up to 15 business days from date of receipt.

We will provide you with an update once we have an update to provide you with.

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