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

930 total complaints in the last 3 years.
293 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:10/28/2022
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.
Order #********
Order date: 08/08/2022
After speaking with customer service via phone, along with a. supervisor I was denied the request to return my glasses stating it is past their 30 day policy even though their website clearly states they have a 90 day return window. I have pulled up an active website sunglasshut.com listing their 90 day return policy and they refuse to honor it. I have requested corporate and they never called me back. I reached out via twitter and they cited the same INCORRECT information. The outdated policy on the website is MISLEADING to your customers. I Just want my money back! I don’t want these glasses! I relied on the policy written on your OFFICIAL WEBSITE and was denied service! This is THEFT!
Business Response
Date: 10/28/2022
Hello ***,

Thank you for the additional information about your survey response and 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 sorry to hear that you are not completely satisfied with your order and we have initiated a full refund to your original method of payment upon return of the product. 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. We hope this satisfactorily addresses your concerns. Again, thank you for your time and for being a valued customer.

Best Regards,
Sunglass Hut Customer Resolution Team
Initial Complaint
Date:10/25/2022
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.
Purchased glasses from glasses.com on 9/1/2022. I never received the order. After multiple attempts to resolve the issue (chat, phone, facebook) I am still waiting for a refund. I filed the claim with UPS and at this point my order shows as "returned" but I am still out what I paid and out what my insurance covered. With each attempt to contact glasses.com I am given different information and always told "sent for review".
Total paid $356.00
Business Response
Date: 10/26/2022
Hello ****,
Thank you for the additional information about your experience with Glasses.com. Your feedback is essential in identifying opportunities for improvement as we strive to deliver the best possible customer experience.

We are sorry you did not receive your order and we have issued a refund in the amounts of $75.40 - out of pocket / $280.60 - Insurance Benefit, to your original methods of payment. Depending on the financial institution and insurance provider, this could take up to 15 business days to process and for the funds to be available.

We apologize 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,

Glasses.com Customer Resolution Team
Initial Complaint
Date:10/25/2022
Type:Service or Repair 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 10/10/2022, I went to Pearle Vision looking for frames. I emailed the onsite rep, Don, a copy of my prescription. When he received it, he exclaimed “you’re blind.” During my visit, another lady came in to get sunglasses. When he looked at her prescription, he told her that she was more blind than me, but my astigmatism is worse. He was very insensitive when it came to our visual impairments and extremely unprofessional to discuss conditions of patients with other patients.

He quoted me a price of over $300 for the frames and I asked if that was before or after insurance and he said “after.” I was confused, because the tag on the frames said $199.99 and my insurance covers at least $190. Don told me the tag was old and that they no longer have prices on frames in the store. I mentioned that I should only be charged what’s being advertised. After some back and forth, he agreed, I paid the full amount: $368.99 for Order # ********, and he said that he would text me when my glasses arrive.

When I arrived home, I received several unprofessional, offensive text messages from Don (attached).

I posted my complaint online (********, ******, and ****) and didn’t hear back from anyone. I emailed my complaint to a supervisor, Colette C., and used the contact form on their website and received a link to submit a complaint. I received a call from Brandi on Oct. 13th. Brandi left me a voicemail to call her back. I called her back the same day, but was unable to leave a voice message as her mailbox was full. I tried calling again on Oct. 14th, 17th, and 21st, but she didn’t answer and her mailbox was still full. On Oct. 17th, I emailed Colette; she said that she thought that Brandi was out of the office on Oct. 17th, but that she planned to reach out to me Oct. 18th. On Oct. 22nd, I went in to pick up my glasses and Jennifer informed me that she had a meeting with Brandi that day and would tell her to contact me. As of now (Oct. 25th), I still haven’t heard from her.
Business Response
Date: 10/26/2022
Hello ******,

Thank you for the additional information about your and experience with Pearle Vision. Your feedback is essential in identifying opportunities for improvement as we strive to deliver the best possible customer experience.
After reviewing your account, we have escalated this complaint as well as the customer care form (************) you submitted to both our legal department as well as the Management team of the store. You should expect to hear directly from someone representing the company within the next 5 business days.

We apologize 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,

Pearle Vision Customer Resolution Team
Customer Answer
Date: 10/31/2022
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:10/23/2022
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered prescription glasses from Glasses,com. The requested glasses were Vogue red frames. The cost was $178.00 inclusive of priority delivery. I received glasses in a different color (brown). I ordered a replacement and was advised that the company did not offer the red frames I ordered. I asked for a refund and that I would order red frames from another vendor. I contacted the vendor and asked that they exchange the lenses from the wrong brown glasses into the red frames I provided. They declined to do this and I requested the return of my red frames - the owns I purchased. I have not received a responses or the frames.
Business Response
Date: 10/28/2022
Hello *******

Thank you for choosing Glasses.com.

We apologize that your red frame has not been returned. While we cannot guarantee at this time we will be able to locate your frame. We are going to make every effort to find it and return it to you. Once we have more information we will let you know. We appreciate your patience and understanding.

For your inconvenience, we would like to offer you a discount of 50% on a future order. Simply apply this discount code when placing your new order online: *********

Please be on the lookout for a confirming Glasses-Voucher email which will include this same discount code for your reference.

Please note, this discount offer may not be combined with insurance benefits. You may, however, use this discount offer when purchasing another pair of glasses where insurance benefits are not being utilized.

We appreciate your patience in this matter, and we hope you have a great day.

Have a great day!

Best Regards,
Glasses.com Customer Resolution Team
Customer Answer
Date: 11/07/2022
There are two issues, 1) wrong glasses were submitted, I did receive a refund for the glasses. 2) Company lost my frames - I would like a credit or reimbursement of 75.00. I have confirmation from a tracking number that they were delivered.
Business Response
Date: 11/08/2022
Hello *******

Thank you for the additional information about your survey response and experience with Glasses.com. Your feedback is essential in identifying opportunities for improvement as we strive to deliver the best possible customer experience.
Unfortunately, we do not hve specific dollar amount promotional codes such as $75.00 available. However, I do see that on 10/27 a 50% off promotional code **********) was sent to you and is ready to be used. In the meantime, from what we can see on our end, it appears that the distribution center is still attempting to locate your missing product.

We apologize 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,
Glasses.com
Customer Resolution Team
Initial Complaint
Date:10/23/2022
Type:Service or Repair 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 a pair of Ray-Ban sunglasses on 11/01/2021. On 11/17/2021 I reported the lenses were not set right and they were not polarized. I was told I did not pick polarization. I decided to keep the glasses anyway. 07/23/2022 I reported my lenses had numerous hairline cracks and the lenses were not sitting correctly in the frame. I was asked to send pictures of the glasses which I did on 07/27, 08/26, 09/12 & 09/22/2022. I was then told that my frame was not eligible for prescription lenses so I picked another frame on 10/01 and 10/05/2022. I have yet to get a resolution to my situation. I want to get my glasses replaced with the same quality glasses and lenses that I originally paid for but this company has continually put roadblocks to accomplishing that.
Business Response
Date: 10/24/2022
Hello ****,

Thank you for the additional information about your experience with us. Your feedback is essential in identifying opportunities for improvement as we strive to deliver the best possible customer experience. After reviewing your account, it appears that we emailed you (********************) on 10/5 stating,

"My apologies it does appear the frames ordered are unable to hold a prescription.

Please advise if there is a different frame that you would like us to utilize for the replacement.

Please feel free to choose a new frame priced up to $130.00. Your warranty replacement order includes all the same lens options as originally ordered."

For further assistance and for the fastest results, please respond to that email directly. Otherwise, if unable to respond to that email, please respond to it in this thread.

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,
Customer Answer
Date: 10/28/2022
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 responded to the company on 09/27/2022 and 10/05/2022 with the frame Ray-Ban
****** ******. The emails are attached, This is why I'm so frustrated. Please make sure the lenses are mirrored as the original with the correct prescription and polarized.

Regards,

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

Business Response
Date: 10/28/2022
Hello ****,

Thank you for the additional information about your survey response and experience with Glasses.com. Your feedback is essential in identifying opportunities for improvement as we strive to deliver the best possible customer experience. Your selection of the "******" has been noted and escalated for replacement. We apologize 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,
Glasses.com Customer Resolution Team
Customer Answer
Date: 10/29/2022
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:10/22/2022
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 brought a pair of prescription eye glasses and was sold a replacement plan. when i went in to use my replacement plan the manager stated that there was something wrong with the information he had put it because i would not allow him to reorder my lenses. and to give him a few days to check it out and he would call me. a few days later he called and told me that the company had changed warranty companies and that they could order my lenses but they would not the same as my origional( the lenses would be thicker) because of my prescription strength. i have not heard back since. i want my lenses replaced as the origional initial lens purchased the warranty would have
Business Response
Date: 10/24/2022
Hello ****

Thank you for the additional information about your experience with us. Your feedback is essential in identifying opportunities for improvement as we strive to deliver the best possible customer experience. After reviewing your account, we were unable to determine the store location that you visited. If you could, please reach back out to us and provide the store name, store #, store phone # and store address. We will require this information in order to be able to escalate to the proper area. Again, we apologize 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,
Luxottica Customer Resolution Team
Initial Complaint
Date:10/19/2022
Type:Delivery 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 September 10, 2022; I had an eye exam at a local Lens Crafters located at *** ******* **** ******, Yonkers NY 10704. First, my appointment was at 5:20pm; to then be see by the doctor 2 hours after the appointment at 7:40pm.

I left my own frame to add my new prescriptions that same day, It's been 5 weeks already and I haven't receive my glasses yet. This is been a travesty to say the least. I please need my glasses.

The number of the receipt is: ********
Business Response
Date: 10/20/2022
Hello *******

Thank you for the additional
information regarding your experience. We have escalated this to the stores management team and will provide an update within 5 business days.

Thank you for your time and for being
a valued customer.
Best Regards,

LensCrafters
Customer Resolution Team
Customer Answer
Date: 10/20/2022
Better Business Bureau:

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

Regards,

****** ** ** ****
Initial Complaint
Date:10/18/2022
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.
I ordered glasses off the website ans included the rx for the glasses. The glass rx had my sons name and the billing was through me. My nsurance. Rayban billed this in error to me using my benefit for me i stead of my son. Who is a dependent. Now i cant use my insirance for my rx but he has his rx available for use even though he has already used it. I uave notified them and they have done nothing but play dumb. This is insurance fraud. I want it reveresed and billed correctly!!!!
Business Response
Date: 10/24/2022
Hi *********

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

Regrettably, we are unable to change the benefits from your name to ******* as his name is not on the order. You are welcome to return the item and replace the order under the correct name if this an issue that needs to be resolved.

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

Best Regards,
Ray-Ban Customer Resolution Team
Initial Complaint
Date:10/17/2022
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 8/19/22, I ordered Ray-Ban ******* sunglasses from Ray-Ban (a Luxottica group company) from their online store for $328.59. Unfortunately, they were narrow when they arrived. On 9/03/22, I contacted Ray-Ban customer service and requested a refund. According to the young lady, I would receive a return shipping label and needed to pack everything using the original box. As instructed, I returned the item with tracking number ******************. The refund has not yet been received, despite assurances and use of the designated shipping label, as of 10/17/22. I have returned the sunglasses, so that I would appreciate a refund of the $328.59. Please find attached several emails corroborating my account.
Business Response
Date: 10/18/2022
Hello ******  , Thank you for reaching out to Ray-Ban.com!

After reviewing your account and order ********, it appears that when the order was placed, that the order total was $480.32 for 2 pairs   . Since one of the pairs purchased was a Ray-Ban ******* model, it was shipped separate from the other pair. Since the items were shipped at separate times, your transaction was split into 2 amounts, $151.72 & $328.60. The charge in the amount of $151.72 wwent through with no issues    on 8/20 and was fully refunded to the original form of payment on 10/10. As for the other transaction in the amount of $328.60, this charge failed to settle multiple times and inevitably, you were never charged for this pair. As of today 10/18, this order has been 100% refunded and there are no funds left available for us to refund you. I do apologize for the confusion and should you have any more concerns, you will need to reach out directly to your financial institution to confirm what was just told to you.

  Again, thank you for contacting Ray-Ban.com!

  Have a wonderful day!
Best Regards, [email protected] www.ray-ban.com
Customer Answer
Date: 10/19/2022
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:10/15/2022
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.
Inconsistent Policy

For the last 20+ years, my wife and I have purchased our eye ware from Pearl Vision in Olympia, WA.
On 23 September 2022, I visited Peal Vision to purchase new prescription lenses and wanted them fitted to my current frames. The attendant stated that I would need to send the frames in or purchase new frames. Unfortunately, Pearl Vision no longer carry the brand/style that I prefer. I could not part with my glasses for two/three weeks.
Therefore, I ordered two pair of my preferred frames online. When I returned to Pearl Vision a few days later, to place my order, a new attendant quoted me almost $200 more than the previous attendant had. When I questioned this, she replied that it was necessary to cover liability [for frames that Pearl Vision no longer offers.]
Consequently, I discovered a more profession eye ware business in Olympia. Not only did they accept my new frame, their quote was less than the first quote provided by Pearl Vision.
Business Response
Date: 10/17/2022
Hello *******
We have received your BBB and are very sorry to learn about your experience. We have shared this with our management teams, and they wish to apologize for any confusion regarding their pricing and policies.
Our stores do not charge an additional fee when a patient opts to use their own frame. The difference in prices quoted was due to the store's promotion for 40% off
lenses with a purchase of a frame, which no longer be applied since a frame was not being purchased.
While there is always the
possibility of damage or loss when a frame leaves on of our locations, the store will replace your frame with one of a similar retail value should an issue arise during shipping.
Your feedback is essential in identifying opportunities for improvement as we strive to deliver the best possible customer experience. Please let us know if there is anything else we can do to assist you further.

Sincerely,
Customer Resolution Team
Pearle Vision
Customer Answer
Date: 10/17/2022
Better Business Bureau:

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

Regards,

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

In retrospect, the unpleasant situation turned to my advantage. I found a [more professional] local vision center nearby. Therefore, I will no longer need to return to Pearl Vision. Thank you.

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