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Business Profile

Optician

Luxottica Retail North America Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Optician.

Complaints

This profile includes complaints for Luxottica Retail North America Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Luxottica Retail North America Inc. has 806 locations, listed below.

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    Customer Complaints Summary

    • 931 total complaints in the last 3 years.
    • 292 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/26/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 Target Optical on 1/27/24. I found out January of 2025 that the eye doctor submitted my date of service for the eye exam as 5/4/24, which was incorrect. I called on 2/18/25 to ask them to correct it by submitting a required form to my eye insurance provider as soon as possible so that I can go get my 2025 eye exam. I received a voicemail from target Optical back on 2/18 at 6:35pm from Marvel telling me that the doctor is going to send my insurance company a form to correct the date to January. Telling me that it would take 3-5 days to get fixed. I called my insurance company on 3/3 and was told that they see the request but the date has not been corrected yet and they are still working on it. I called my insurance company again on 3/18 and was told that a supervisor named Lisa was working on it and that there is notes in the system that said the provider was changing the date. But then today 3/26 when I followed up, I was told that the form that was sent by the eye care provider had an error and then when they sent the updated form, they did not put the service date for 1/27 and did it for 5/4 again. This has ben going on for more than 2 months and was not resolved and I am way overdue for my eye exam and ordering of contacts.

      Business Response

      Date: 03/28/2025

      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 Guest 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:03/26/2025

      Type:Product Issues
      Status:
      Answered
      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 March 13, 2025, I purchased prescription lenses and frames from the ****** Optical website. The lenses were prescription, progressive, transitional, blue light-protective, and scratch-resistant, costing $308.40 with insurance. Unfortunately, the progressive lenses I received were defective, rendering them unusable as I am unable to see properly while wearing the glasses. Additionally, the frame's screw was not securely fastened.

      On March 15, 2025, I initiated a return online and received a confirmation email stating, "This email is a confirmation that you have initiated a return. This email does not contain the return label. The return label will be sent to you shortly." However, three days have passed, and I have not received the return label. I subsequently contacted customer service and was informed that they had no record of my return request. This was surprising, as I have the confirmation email from ****** Optical. I requested the representative to initiate the return process on my behalf once again.

      It has now been three days since that interaction, and I have yet to receive the return label. I kindly request that you expedite the process and provide me with the return label so that I may return the defective item and get a full refund.

      Business Response

      Date: 03/26/2025

      Hello *******

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

      Attached to this email you will find a UPS pre-paid shipping label; please print the label, attach it to the outside of the box and take to the nearest UPS location for shipment. Depending on the financial institution, it could take up to 15 business days from the date your package is delivered for the refund to be processed and the funds to be available. You can confirm delivery on the UPS website using the tracking number on the pre-paid label. 


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

      Best Regards,

      Ryan G.
      Customer Resolution Team

    • Initial Complaint

      Date:03/25/2025

      Type:Delivery Issues
      Status:
      Answered
      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 sunglasses on line via the ray-ban website. I never received my sunglasses. I purchased the sunglasses 10 days before my trip out of the country. I received a notice that my package was delivered, however i did not receive the item . I reached out to ray-ban over 3 weeks ago. They have not responded.

      Business Response

      Date: 03/26/2025

      An internal investigation indicates that the carrier has delivered the package at the address indicated by you. We recommend opening a claim with the carrier directly.
      We are sorry for the inconvenience.
      Sincerely

    • Initial Complaint

      Date:03/24/2025

      Type:Delivery Issues
      Status:
      Answered
      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.
      Purchased a virtual gift card from SunglassHut.com on 03/07/25 for emailed delivery to myself. Never received gift card. I have contacted customer service 3 times since then and I keep getting the run around on this purchase saying to check back in such and such amount of days. I have now given them over the 14 allotted days and we still have no resolution. This is fraud.

      Business Response

      Date: 03/24/2025

      Hello *******,
      Thank you for reaching out regarding your experience with Sunglass Hut. Your feedback is essential in identifying opportunities for improvement as we strive to deliver the best possible customer experience.
      We are very sorry to hear of any issues with your virtual gift card order. Upon researching your issue, it appears that the previous agent has already initiated the process to re-send your gift card to you. If this is not the case, please respond to this email with what is still outstanding with your issue.
      We apologize again for not meeting the level of service expected and for any inconvenience this has caused. We hope this satisfactorily addresses your concerns. Again, thank you for your time and for being a valued customer.
      Best regards,
      Alex A.
      Sunglass Hut Customer Resolution Team
      www.sunglasshut.com

      Customer Answer

      Date: 03/24/2025

      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.

      I have now made 3 phone calls to customer service. I’ve been given a different amount of time to wait for this gift card to be emailed to me each time I have called. This isn’t resolved and customer service has been unable to offer me any resolution. I have paid for services that have not been recieved. 




      Regards,



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

      Business Response

      Date: 03/26/2025

      Your escalation was sent to gift card services on 3/11, as of today 3/26, we do not have any updates.  Once we have an update for you, we will notify you accordingly. 

    • Initial Complaint

      Date:03/21/2025

      Type:Product Issues
      Status:
      Answered
      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 smart glasses that I was given as a gift. Yesterday they stopped working. After trying all trouble shooting they still don't work. After contacting several people I had to fill out a warranty claim which would not upload. Noone at their company will help me. Terrible customer service.

      Business Response

      Date: 03/24/2025

      Thank you for reaching out to Ray-Ban.com! When you purchase through Ray-Ban.com, your glasses come with a 24 month manufacture warranty. Luxottica warrants that the purchased product is free from manufacture defects (material and workmanship).

          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 warranty will not cover issues with your prescription lenses. If you need to start a warranty claim, you can visit ****************

      Also, ensure you are using ****** ****** or ******* ******* and delete your browser history and cookies. Then refresh the page to see if you are able to proceed. We apologize for the inconvenience.

       


    • Initial Complaint

      Date:03/21/2025

      Type:Product Issues
      Status:
      Answered
      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 an ****** backpack and it started to come apart with routine use. I contacted the company to perform warranty work. After my claim was accepted, I sent the bag in. Several weeks later, I received a random thank you for being a customer email; I assumed this was all in good faith. I sent an email inquiring to the location of my backpack and this was the first time I was told the voucher was not in good faith and it was not a thank you for being a customer but it was in lieu of sending me my backpack. Had I known I was not going to get my bag fixed or returned, I would have never reached out. I was not given any options for resolution and this is absolutely unacceptable. I would like my backpack replaced.

      Business Response

      Date: 03/24/2025

      03/21/2025 04:03 PM

      Hello ********, 

      Thank you for contacting Luxottica After Sales. I am sorry we are not able to do that. We do not repair any items like that. Once sent in and a code was given we dispose of the item. 

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

      Best Regards, 
       
      Daisy N
      Luxottica Warranty & Repair Service Center

    • Initial Complaint

      Date:03/20/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 writing to formally file a complaint against LensCrafters (**** ***** ***** ******** ***** *** * *********** **) regarding their lack of professionalism, poor communication, and failure to provide my daughter's contact lens prescription in a timely manner.

      In October 2024, I took my daughter to LensCrafters for an eye exam, as she wanted to wear contact lenses for the first time. As required, I paid $80 for a contact lens fitting class. However, despite completing the class and waiting several months, we have yet to receive her contact lens prescription. I have followed up multiple times, but we have received no resolution.

      Furthermore, on March 20, 2025, I had a scheduled appointment at 3:40 PM at the same location. Upon arrival, I was informed that the doctor had called out that morning and the department was closed. No one from LensCrafters contacted me to cancel or reschedule my appointment, causing unnecessary inconvenience and frustration. This complete lack of communication is highly unprofessional and disrespectful to customers’ time.

      At this point, I am requesting the immediate release of my daughter’s contact lens prescription, as required by law, and a formal acknowledgment of this complaint from LensCrafters. Additionally, I believe a refund for the $80 class should be considered, given that their delays have prevented my daughter from using contact lenses as intended.

      I am deeply disappointed by the lack of professionalism and the poor handling of my concerns. I would appreciate your assistance in holding LensCrafters accountable for their failure to deliver the promised services.

      Business Response

      Date: 03/21/2025

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

    • Initial Complaint

      Date:03/20/2025

      Type:Product Issues
      Status:
      Resolved
      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 received the wrong glasses my first order after waiting a month. The young lady who helped me was very rude when I explained I was unhappy. I then tried to find the original glasses but they weren’t in stock any longer and I settled for a pair that I truly didn’t want because I’m not comfortable going to this location any longer. I feel like I’m the burden and I have to look for glasses while the rude young lady is there. It was so uncomfortable and I just want to go to a new location. I’ve tried to reach out to customer service but they just send me back to the same store. I don’t want to go to this store. I want to go to a different store where I don’t feel like I’m
      Being judged or a burden.

      Business Response

      Date: 03/21/2025

      Hello ******, 

      Thank you for submitting your Customer Care Form with Pearle Vision, reference number ************. We want to confirm that our store management team has received your submission and is currently reviewing it. Please allow up to five business days for a resolution.

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

      Please note that all customer care inquiries are handled by the Pearle Vision retail management team. Our Customer Resolution Team, as a third-party mediator, is unable to reverse decisions made by store management or assist in the resolution.

      Best Regards,
      Jennifer A
      Pearle Vision Customer Resolution Team

      Customer Answer

      Date: 03/21/2025

      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.





      Regards,



      ****** *****

      Customer Answer

      Date: 03/31/2025

      This can be resolved. 

    • Initial Complaint

      Date:03/18/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 name is ******** *****, and I am writing to bring to your attention an issue I encountered with one of my recent purchases from the Lenscrafters store located at **** ***** ********** ***** ******* ** **********.

      On January 4, 2025, I purchased two pairs of glasses, one of which is model ******* from the ******* eye collection, with pick-up delivery scheduled for January 17, 2025. Unfortunately, just one week later, on January 25, 2025, the glasses broke into two pieces.

      Following the incident, I visited the store and informed Shirley (Employee ID: ******) about the situation. Shirley mentioned that since I did not purchase a warranty for the glasses, there was nothing that could be done. However, I am aware of Lenscrafters' 30-day happiness guarantee policy, which I believe should be applicable in my case.

      Despite my attempts to follow up and resolve this matter by speaking with Store Manager Wachovia (Employee ID: ******) and reaching out to the Lenscrafters Care Team at the Luxottica Group headquarters via email, I have not received any response or support regarding the refund for the faulty glasses.

      As a loyal customer who has made substantial purchases totaling over $1,064, including the recent eyewear acquisition, I am extremely disappointed with the poor quality and lack of customer service provided. The premature breakage of the glasses raises concerns about potential manufacturing defects and the safety implications related to such incidents.

      I kindly request a full refund for the defective glasses purchased, along with a resolution to this matter promptly. I trust that Lenscrafters values its customers and is committed to ensuring customer satisfaction and product quality.

      I look forward to your swift action and resolution on this matter.

      Thank you for your attention to this urgent request.

      Sincerely,
      ******** *****

      Business Response

      Date: 03/19/2025

      Hello ********,
      Thank you for submitting your customer care form with LensCrafters. Your reference number is ************. We want to inform you that our store management team has reviewed your issue and indicated that it has been resolved.

      Store Resolution Notes: will replace cx frame at half cost for patient. She will be returning to purchase.
      For any further follow-up, please contact the store directly at ###-###-####.
      Please note that LensCrafters retail stores handle all customer care forms and are committed to resolving concerns. As a third-party mediator, our Customer Resolution Team cannot overturn decisions made by store management.
      Best Regards,
      Jennifer A.
      LensCrafters
      Specialist, Customer Resolution Team

    • Initial Complaint

      Date:03/17/2025

      Type:Delivery Issues
      Status:
      Answered
      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.
      Ray Ban Meta X Coperni Limited. I waiting on these all month to become available to buy, ran ban email I immediately placed an order, order said I would receive them March 20th, 2 days before they sold out on site. today I get an email saying we canceled your order for unforeseen circumstances, so they can take and play with your money have you think your purchasing an item when your not, you know how many you have to sell and your taken our money thats fraud no simply way to put it. I paid 2 days before you sell out but my order gets canceled

      Business Response

      Date: 03/18/2025

      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.

      Order ******** was previously cancelled.  Please allow up to 7 business days for the authorization reversal to post to your account depending on your financial institution.

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

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

      Best Regards,

      Customer Resolution Team 

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

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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