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

931 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:09/24/2022
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.
Dear BBB REPRESENTATIVE,

I purchased a pair of RX glasses (frame and lens) from Ray-Ban (a subsidiary of Luxottica).

The frame, in my opinion, was poorly designed. Among other things, the frame had very sharp edges that caused skin cut on my son’s face when I was kissing him. I had to initiate a return and buy another frame from the business. I have not yet received the replacement frame even though the business promised a 5-day delivery both on the website and the confirmation email.

Later business invited me to submit a review on the frame I was returning. And I just mentioned the poor design and sharp edges almost exactly as I described above. But the business refused to publish the feedback because it “did not meet all website guidelines.” In other words, the business capriciously refused to publish my feedback maybe because the business was too worried about its sales rate for that specific frame. I believe prospective customers are entitled to know this design issue.

In any case, I have contacted the business a couple of times and spoke with a supervisor inquiring about shipment of my replacement order. They all give me a non-answer. The business represented a 5-day delivery but they have not even shipped the item after 5 days. I want my glasses.
Business Response
Date: 09/26/2022
Hello ********,
We have received your BBB and are very sorry to learn about your eyewear. After researching, I can see that we have already set up a replacement order for you, which will ship out after being crafted. I could not locate any calls, chats, or emails where we stated, or represented, a 5 day delivery, as all RX (prescription orders) are manufactured and shipped within 8 business days upon validation of your prescription. This information is taken directly from our website. Once your replacement order is done being manufactured it will be shipped out to you, and you will also receive a tracking email. Have a great week!
Sincerely,
Customer Resolution Team
Ray-Ban
Customer Answer
Date: 09/26/2022
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 must believe that the business is not honest in its response. The response provides that there’s nothing suggesting a 5-day shipping. The response states that the business carefully reviewed all files. For business’s reference and for the record so that everyone knows of this level of dishonesty, I have attached a screenshot of the confirmation email I received upon placing the order. It reads: “Your order will be dispatched within 5 business days of your prescription being validated”
The exact same statement appeared all over their website when I was about to place my order. And please be aware that this statement is particularly addressing the RX glasses!! This dishonesty echoes the same disingenuous tactic when business refused to post my feedback just because I shared a criticism about the frame design.

The business MUST ship my glasses as promised. Otherwise, they’re in breach of contract. For the record, I’ll be out beginning this Friday through mid the following week. If business delivers the glasses while I am not home, and the package gets lost/stolen or whatever, I won’t accept responsibility because the business breached the sale contract by not abiding by the “perfect tender” rule governing this kind of purchase.
Regards,

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

Business Response
Date: 09/27/2022
Hello ********,
We are very sorry to hear this, and assure you we are being honest in our responses. Our website will show an 'Estimated Delivery Date' when checking out, but this is just an estimation and not an exact date/time of when you will receive your order. We do not provide exact shipping dates or times, as delays are possible due to manufacturing and shipping times, and we cannot guarantee any deliveries dates. You can track your order at any time on our website, but again, we cannot guarantee you will receive your order within 5 business days, as this is only an estimation. As our website states, prescription orders will ship out within 8 business days upon validation of your prescription. We have provided the link to our shipping information on our website for your review below. Have a great week!
https://www.ray-ban.com/usa/c/shipping-information

Sincerely,
Customer Resolution Team
Ray-Ban
Customer Answer
Date: 09/29/2022
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.

Lies on top of lies on top of lies. First the business denied that it had ever communicated to me a 5-day delivery. After I rebut that lie with irrefutable evidence, it now states that the 5-day delivery is an estimate. As the attached shows, the business never ever used the word “estimate” in its representation to me: “Delivered within 5 business days upon receiving your prescription.”
The other day an agent of the business emailed me that my glasses are being made in Italy and would ship from there! Seriously? Let’s check the shipper address when it arrives…

Regards,

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

Business Response
Date: 09/29/2022
Hello ********,
We apologize for your experience, but we have not lied. In our first response we stated that we could not locate any communication (call, email, or chat) which promised a 5-day delivery time. Once you advised you received this from the website while ordering, we then knew you were referring to the Estimated Delivery Date which is posted on our website. As we stated previously, an estimation is not an exact shipping date or time, only an estimation of when the order should arrive. After reviewing the attachment, we can see that it does state, "Estimated Delivery Date" before "Your order will be dispatched within 5 business days of your prescription being validated." which we have circled in red and added to this reply. We apologize for any confusion, but again, this is just an estimation of when your order should arrive, and not a guarantee or promise of when the order will actually arrive. Our website also states, Please note that shipments can occasionally be delayed due to unforeseen circumstances, which is the reason we provide estimations instead of promises.
Best Regards,
Customer Resolution Team
Ray-Ban
Customer Answer
Date: 10/03/2022
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.

The business shamelessly lies. I have attached a picture where shows the order status as:

”ORDER ORDER CONFIRMED

PRESCRIPTION RECEIVED

Delivered within 5 business days upon receiving your prescription”

I bet the readers of this message cannot see anywhere in here that the business used the word “estimated delivery” unlike what the business stated in its response. I was not home from Thursday to Last night, And as of now I have not received my glasses although the business sent me tracking info. It’s already 2 weeks since I placed the order and yet no glasses!
Regards,

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

Business Response
Date: 10/06/2022
Hello ********,
We are sorry we could not meet your expectations, and apologize for any confusion regarding our shipping and delivery time frames. After researching, we can see that a refund was processed for you on 10/04/2022. The credit was processed to your original form of payment. If you do not see it on your transaction history, please contact the financial institution.
We can also see you were provided a discount code to use towards a future purchase. We have provided the code again below for reference.
Discount code ******************

Have a wonderful day!
Sincerely,
Customer Resolution Team
Ray-Ban
Customer Answer
Date: 10/06/2022
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.
I accept the answer but write to further clarify the agreement and parties’ understanding in this case. The business issued me a refund for the original order (ending in 7499) and stated that the return was completed.
The business additionally issued a refund for my replacement order (ending in 9480) with which I am also provided a discount coupon.
I believe our business is concluded. If the business doesn’t agree with the above summary of our understanding, they must correct the record and explain why my understanding is incorrect. Obviously my acceptance is based on this understanding stated herein, and in case the business objects to said understanding, I do reserve the right to commence a dispute once again.Thanks

Regards,

******** ********
Initial Complaint
Date:09/23/2022
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.
Eye Glasses Prescription filled on 5/25/22 at LensCrafters in ****** ** *****. Due to ongoing perception issues and an auto accident resulting from poor vision, I went back to my eye doctor on 9/19/22. After a thorough exam, *** ******** ******* ***. determined that I should have them ReDo the glasses. NOTE: OS rx same but va worse with specs; Please Remake. I was told by the manager (Josue) that after 30 days there was no guarantee, and that they were made correctly. I asked them to verify that they were made correctly, but they responded that their system was down...
I had no desire to raturn another day and left to remake them elsewhere...
Business Response
Date: 09/26/2022
Hello *****,
We have received your BBB and are very sorry to learn of your experience. We did share this with both the store and Regional management. They have just informed us that they will be offering you a free remake of your lenses when you visit. We apologize for your experience and hope you love your new lenses. Have a great week!
Sincerely,
Customer Resolution Team
LensCrafters
Initial Complaint
Date:09/22/2022
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.
I purchased a pair of ***** *** *** sunglasses model ********* with the 580g lenses form the military veteran discount website ***********. The purchase was made on September 7,2022, for $183.08. The sunglasses arrived at my house on September 12,2022. I wore the glasses for 1 day and on the second day of wearing the brand new glasses upon walking into my son’s school, I removed the glasses and placed them on the brim of my hat, like everybody that wears a hat does. I then heard a small “pop” noise and I removed the glasses to find that the right side lens had cracked. Thinking that ***** had the “great” warranty they claim, I immediately filled out the proper forms online to have the glasses repaired on September 13,2022. I was informed that the claim had gone through and that I would be contacted back within five days with a response or resolution. I received a response email within a few days stating that my brand new sunglasses were in fact not covered under their warranty, but they would gladly repair them for $130. Furious about the email response, I decided to contact the After Sales telephone number to speak to an individual personally. I discussed the issue with an After Sales team member and was informed that although she agreed with me that a brand new pair of glasses should have not broke, but was not allowed to break the “rules” and there was nothing that could be done to help me. Once again I was offered to have the glasses repaired for a sum of $130, but I declined and became angry with the individual on the phone. I understand that I was not being “polite” to the individual on the phone and her whole demeanor changed drastically. Being a life long Oakley sunglasses person, I decided to try a new brand only to have it backfire in my face I informed her. The After Care individual didn’t really seem to care about the whole situation. I thanked her for her time and said to her “way to take care of your Veterans, your company should be proud!”
Business Response
Date: 09/23/2022
Hello *******,
We have received your BBB review and are very sorry to learn about your eyewear. We do provide a warranty against manufacturing defects, and you can see what is covered and not covered below. After researching, (Service Request# ********) we can see that the damage to the lenses was not caused by a manufacturing defect. We do apologize, but our best offers in these type of situations would be to offer a repair. I can see this was offered to you at a cost of $128.61. If you would like to accept this offer, please visit our warranty portal. Please note that if you do not either accept or decline the offer, it will automatically close and will have to be resubmitted.
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

Best Regards,
Customer Resolution Team
***** *** ***
Customer Answer
Date: 09/23/2022
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.

Regards,

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

For a brand new pair of sunglasses lens to crack, there has to be some kind of defect in the lens itself. I could understand not warranting your product if the glasses have age to them or were beat to crap. This is not the case at all. The glasses are still completely new with no scratches in lens, frames, etc… Seems like a BS excuse to not warranty or stand by the product or quality of work. I am currently wearing a 7 year old pair of Oakley SI from the military that have seen actual combat experience and have held up better than your brand new pair. Why would I pay $130 to repair a pair of glasses that I only paid $180 for brand new. Don’t boast during your advertising about this “lifetime”warranty if you don’t stand by it or only cover minor little “defects”.
Business Response
Date: 09/29/2022
Hello *******,
We do apologize, but as we have explained, a crack or scratches on the lens are not considered a manufacturer defect. This would be considered damage from regular wear and tear. We do provide a lifetime warranty, but again this would towards manufacturing defects. You are more than welcome to purchase replacement lenses from our After Sales portal though. You would just visit the same website used to place a warranty claim.
Best Regards,
Customer Resolution Team
***** *** ***
Customer Answer
Date: 10/07/2022
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,

******* ******
Sounds like the typical corporate response to me. The fact is you “pick and choose” when you want to warranty something or not. Just looking over the 800+ complaints and your “F” rating you can see why. There are multiple complaints on there where a product had similar issues that I had ( A defective product) although you try to blame a two day old pair of sunglasses as abuse. In several complaints the individual was given a 100% off online coupon for something that was “decided” to be covered under your so called warranty. I never asked for a full refund or a new pair, just to have the sunglasses that I purchased repaired properly. Once again, why would I even consider purchasing a replacement lenses from you when the first pair didn’t even hold up a couple of days. A lifetime ***** apparel owner has now decided to throw away several family hats, t-shirts and removed decals from vehicles because of your pathetic customer service. I even canceled my monthly payroll deduction to ******* research because I will not support anyone who you are affiliated with. On the questionnaire on why I was canceling my donations, I informed them of the situation with your faulty product and poor customer service. At least they are going to be nice enough to send me a new ******* hat without a ***** logo on it!
Customer Answer
Date: 10/10/2022
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.
Oct 7, 2022: I never accepted the response of the company and if I did hit the wrong button it was clearly by mistake. I sent a message/response today stating that I was still unsatisfied with the outcome of their response and was expecting a different outcome. Is there a way to reopen complaint.
Rebuttal statement: Sounds like the typical corporate response to me. The fact is you “pick and choose” when you want to warranty something or not. Just looking over the 800+ complaints and your “F” rating you can see why. There are multiple complaints on there where a product had similar issues that I had ( A defective product) although you try to blame a two day old pair of sunglasses as abuse. In several complaints the individual was given a 100% off online coupon for something that was “decided” to be covered under your so called warranty. I never asked for a full refund or a new pair, just to have the sunglasses that I purchased repaired properly. Once again, why would I even consider purchasing a replacement lenses from you when the first pair didn’t even hold up a couple of days. A lifetime ***** apparel owner has now decided to throw away several family hats, t-shirts and removed decals from vehicles because of your pathetic customer service. I even canceled my monthly payroll deduction to ******* research because I will not support anyone who you are affiliated with. On the questionnaire on why I was canceling my donations, I informed them of the situation with your faulty product and poor customer service. At least they are going to be nice enough to send me a new ******* hat without a ***** logo on it!

Regards,

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

Business Response
Date: 10/11/2022
Hello *******,
We do apologize, but as we have explained, a crack or scratches on the lens are not considered a manufacturer defect. This would be considered damage from regular wear and tear. We do provide a lifetime warranty, but again this would towards manufacturing defects. You are more than welcome to purchase replacement lenses from our After Sales portal though. You would just visit the same website used to place a warranty claim.
Best Regards,
Customer Resolution Team
Costa Del Mar
Customer Answer
Date: 10/18/2022
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.

Regards,

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

Wow same cut and paste response every time what a surprise! Still the same excuse about normal water and tear issues. Let’s try to think about this in a different way, shall we. You buy a new automobile and a whopping 2 days later one of your brake shoes cracks and starts squeezing? Is it a defective brake shoe, possibly. Is the dealership going to tell you that brake shoes are a “normal wear and tear” item and they won’t cover it under warranty? Highly doubtful. They will do what is right and have proper customer service and repair their “normal abuse-since that is your favorite tern to use.”
Also, please quit stating how you would gladly repair the lenses at a cost of $130 to me. I definitely wouldn’t give your company another dime to receive another crappy product. Sounds like a great idea to me! Spend more money for sub-par craftsmanship.
Initial Complaint
Date:09/21/2022
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 bought RayBan Stories from an add on *********. When I received the sunglasses the instructions said I had to make a Facebook account and download Meta in order to view the videos that the sunglasses could record. The RayBan advertisement never mentioned this. I called RayBan to start a return. The agent said since it was an online order from ********* I had to call the rayban ** sales team and get the RNA number. She gave me **** phone number… I called, couldn’t get a hold of anyone. I then messaged rayban on ** to get the RNA number. They they told me I needed the serial number and gave it to me. A couple days later I called the main rayban store to start the return (again). The agent told me this was the incorrect number and instructed me to get the RNA number from the rayban IG team. I again messaged the IG team, asked for the RNA number, the agent again told me I needed the serial number. I explained that the main rayban store told me this was not the number they needed, and directed me back to the IG team for the RNA number. The ** team read the message and never replied. At this time I decided to stop calling back and forth and to file a report with BBB.
Business Response
Date: 09/26/2022
Hello *****,
We have received your BBB and are very sorry to learn of your experience. We did share your review with our online team, who then tried to contact you. They have left notes stating that they called 4 times, and left 3 messages trying to initiate a return for you. Please contact our online team and request to speak with Tasha. She will be able to finish setting up the return for you! Have a great week!
Sincerely,
Customer Resolution Team
Ray-Ban
Initial Complaint
Date:09/16/2022
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.
I purchased a pair of sunglasses from Ray-Ban (a Luxottica group company) from their online store on 6/13 for a total of $175.63, order number: ********. When they were delivered the fit was very poor, as if a manufacturing defect with this particular pair of sunglasses. I've previously owned the exact same pair of sunglasses and the fit was much different.

On 7/29 i initiated a return via the Ray-Ban website, however i mistakenly opted for a replacement instead of a refund. Upon realizing this, I called Ray-Ban's phone support to correct the mistake. On this call i spoke with a very helpful representative who told me she would initiate the change; all i would need to do is pack the sunglasses in a box and use the return shipping label i received from my original return effort. I was also told, that given that a "replacement" was originally selected, there was a chance I might still receive a new pair of sunglasses in addition to a refund. I explained that i did not want them, and she said not to worry, that if they did get delivered, i could keep them and would still receive a refund shortly after my return shipment was received.

On 8/20 i received a confirmation email from RayBan that my return was received. Shortly thereafter a new pair of sunglasses was delivered to my house. On 8/30 i reached out to Ray Ban online support to inquire about my refund. I explained the situation above. They told me they would send me a new shipment label to send back the newly delivered sunglasses (contradicting the previous phone rep), and that once they received those, i would get my refund. I said okay. However, as of 9/16, I have still not received a shipment label or my refund. I have tried calling their customer service number again (during operating hours), but every time i do, i get sent directly to an automated survey asking me how my experience was. I haven't even been helped yet. I also cannot get anyone one their online chat to connect with me. Please help
Business Response
Date: 09/20/2022
Hello ****,
We have received your BBB, and are very sorry to learn of your experience. After researching, we can see that we did email you a return label on 8/30, and have not received the return back to our warehouse which is why a refund has not been processed. We also do not see any further emails, call or chats from you after 8/30. Please visit our 'Track Return' Page on our website, to enter your Return number (*******) and your email address, and from there you can print the return label since you mentioned you did not receive this to your email. Again, once we receive that return, you will be automatically refunded! We have also provided the track return link below.
Track Return: ********************************************************************************
Return Number: *******
Best Regards,
Customer Resolution Team
Ray-Ban
Customer Answer
Date: 09/20/2022
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. Thank you very much for helping me get a resolution to this matter.

Regards,

**** ******
Initial Complaint
Date:09/16/2022
Type:Product 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.
I returned a purchase to Sunglass Hut in ****** ***** **** ** ******* ** on 8/20/22. The representative "Sarah" who stated she was a manager took about an hour to complete the transaction. When she did she found that I would have to receive a company check for the refund due to recent identity theft on the card I used to originally make the purchase. After a couple of weeks I checked on the status of the refund. She sent a request for update at the time and then after a follow up the following week she had not heard from anyone. She sent another request and as of now she had still not heard from them. I requested to hear from her District Manager CJ ******** and they did not call or follow. I called the customer service line and they said the only people that can request a follow on a refund was the retail store. I asked to speak with a supervisor and he reiterated the same. I requested a higher level of intervention and the supervisor refused to give me corporate contact or other information to resolve my dispute. I was then told that I would have to wait 6-8 weeks for a refund and this was never brought up and is unacceptable as the company already had their product returned. I want my refund immediately and a status of when i will receive it as corporate is not responding to any communications from their retail store in ****** ***** ******* ***** ***l Location)
Business Response
Date: 09/22/2022
Hello *****
We have received your BBB review and are very sorry for the time it takes to receive a refund check. At this time, refund checks being mailed to customers can take up to 8 weeks to be received in the mail, but may arrive much sooner. We have forwarded your review to our management and accounting team so that they can look into this. Our management team will reach out to you as soon as they receive details regarding your refund check!
Sincerely,
Customer Resolution Team
Sunglass Hut
Customer Answer
Date: 10/05/2022
This correspondence did not get to the retailer due to limitations in their portal. I want an immediate refund of my money.

I returned a pair of sunglasses to your ****** ***** store in Utah on August 20. On my receipt it states “home office check” to be sent. No where does it mention taking up to 2 months. You swiped my card in seconds and had your money for the purchase. Now you have my money and likely money from the sale of those glasses to someone else. Why does it take up to 2 months for a refund when you can just take money in Seconds from me? I filed BBB complaint and your response was not acceptable. I want my refund immediately. I will pursue small claims and sue you for up to 3x the amount you owe me. Shouldn’t be hard to win as I have a receipt and no mention of time frame on the refund on the receipt. Your rep did Sarah at store number has submitted two refund status forms with no reply. I demand you send my money back immediately. I would upload the receipt but you don’t have that ability in your template here. ****** ***** Mall Sunglasses Hut store number (3185). Date 8/20/22. Receipt number *******. Sales person for refund is Sarah employee number (******). Amount to be refunded $259.55. If I do not have my check by the end of the week, I will also report you to the federal trade commission, seek legal assistance, and write my negative review and this transaction wherever I can to increase awareness of your HORRIBLE customer service. Btw you lost two customers that same day due to poor service.
Customer Answer
Date: 10/11/2022
I have not received my refund.
Customer Answer
Date: 10/12/2022
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.

Regards,

**** *******

1. it has been 2 months and I have still not received my refund check.
2. Your customer service has also been terrible and you didn’t even address that.
3. I will be posting far and wide on social media about your terrible business practices.
4. I will also be filing a complaint with then FTC to see if I can get consumer protection and have them investigate your business practices.
I will also be looking into legal a legal remedy to resolve this issue of bad faith on the part of your company.

Business Response
Date: 10/13/2022
Hello *****
Again, we are very sorry for the time it takes to receive a refund check. As stated in our previous correspondence, refund checks from our Home Office can take up to 8 weeks to be received in the mail, but may arrive much sooner. However, we are also attempting to have our accounting team expedite this process and provide us with a more specific timeframe to expect your check to arrive. We assure you that our management team will reach out to you as soon as they receive details regarding your refund check!
Sincerely,
Customer Resolution Team
Sunglass Hut
Customer Answer
Date: 10/21/2022
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.

Regards,

**** *******

it has been over two months and I still do not have a refund check.
Initial Complaint
Date:09/16/2022
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.
Original order was processed incorrectly three times. I finally decided to simply return the last pair (rather than have them replace it) which was okayed by customer service. Glasses were returned over two weeks ago, and company never acknowledged the return nor processed a refund. My numerous emails to customer service generate auto-replies and evasive replies requesting more information from me. I am not sure why I’m constantly being asked for my mailing address, order number, etc. when they should have all of this information. It seems like this company is deliberately frustrating and evading customers to get them to give up on their refund requests.
Business Response
Date: 09/26/2022
Hello ******,
Thank you for reaching out to Glasses.com.
We want to apologize again for any inconvenience you have experienced during the order and return process. After taking a look into your account, as well as, the communications with customer service our records indicate that a refund in the amount of $232.00 was processed on September 21, 2022 for the return of the ***** Eyewear Striped Purple Blue. That refund may take up to 10 business days from the date it was processed to appear in your account, depending on your financial institution. We hope that this has resolved any remaining issues with your return and refund and would like to apologize once more for the experience.
Please let us know if there is anything we can do to assist you further. Have a great day!
Glasses.com Customer Care
Initial Complaint
Date:09/15/2022
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.
Lenscrafters and the store Manager , Latoya, have refused to return my personal eyeglass frame (valued at $300), after failing to deliver my order with the correct eyeglass lenses. It has been 4 weeks, and despite numerous calls, emails, and messages sent to the store, the regional manager, and the corporate Lenscrafters office, I have never had the courtesy of a response. My eyeglasses with my original lenses are valued at over $1,000. I have filled a police report for the theft.
Business Response
Date: 09/20/2022
Hello ****,
We have received your BBB review and are sorry that you were unhappy with the delivery time for your order. We did forward this to both the store and Regional Manager. They have informed us that they did contact you, and that you have both came to a resolution that you were happy with. Please continue to work with our Regional Manager Kelly for assistance.
Best Regards,
Customer Resolution Team
LensCrafters
Initial Complaint
Date:09/14/2022
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.
on 23July2022 Spent over 3 hours in the location due to their system not working properly. Never use health insurance but used vision only. Added warranty when didn’t want it because the trouble with the system. just to fill my 2 glasses my own frames cost over $200 then purchased a brand new glasses over $400. Never in my life have I ever paid over $600 for glasses. So moving forward got a text glasses are in so traveling about 1 hour to ***********. So needless to say 2 out of 3 are done. We ask for prescription paper. Was told it was in our folder we received. WHAT FOLDER, stated the system was down. Needless to say when your ask to write out the prescription which is for the customer use. Also never received the old lens back either. Needless to say told Lenscrafters will not travel again to pick up 3rd pair of glasses Lenscrafters agree to mail them. Let’s just say the glasses came And Guess What Wrong Prescription. Plus Lenscrafters are so Cheap glasses came in a felt bag not in a glass case so if the box got crushed so would the glasses. Lenscrafters does apply any discount that are advertised or all insurance customers have. In my opinion this company wants all the profits. So in essence I would never use Lenscrafters Again. I filled out Return Authorization Request for Online Orders
Incident: ************* on 30August2022 and the response I got back was drive back to the store. I am sorry but I will Not drive 1 hour and 1 hour back because of their error in replacing my lenses and also we did not want the insurance they placed on the receipt. We can not provide a receipt only bank transaction 07/25/2022 POS DEBIT **** 07/23 17:33 LENSCRAFTE ** ** *********** ** -$666.64
Business Response
Date: 09/20/2022
Hello *****,
We have received your BBB, and are very sorry that you were unhappy with your experience, and that you received the wrong prescription. We did forward this review to the store's management who has let us know that they would be happy to mail you a box with a return label on it, so that you can mail back the glasses you do not want for a 100% refund, without having to revisit the store. The manager also stated that the protection plan is on your husbands glasses, which he specifically said he wanted, but that they can return that without him being here; And they also have mailed your prescription to you, prior to receiving this review. As for the case/bag that comes with your eyewear, this is determined by the brand and model of eyewear you purchase, not LensCrafters. We do not pick the case or sleeve that comes with the eyewear, this is chosen from the manufacturer before it reaches LensCrafters. We also cannot combine insurance benefits with promotional sales, as insurance companies will not allow discounts to be combined with their insurance benefits, and unfortunately we do not have any control over this. This is why we typically give the customer the option to use their vision insurance or our promotional discounts, but not both on the same order.
Again, we have asked the store to mail you a return box and label. Once you receive this return box, please deposit the eyewear/case you do not want within, and once we receive it back at the store we will process your refund.
Best Regards,
Customer Resolution Team
LensCrafters
Initial Complaint
Date:09/13/2022
Type:Service or Repair Issues
Status:
UnansweredMore 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've been having serious migraines due to my current glasses prescription. So, I went to an eye doctor, received a new prescription and then I ordered a pair of RX glasses, on September 2nd (Order #*************) with Glasses.com. On September 3rd, I was sent an email confirming the glasses had been shipped. On September 13th, (4 days after the expected delivery date) I noticed the shipment had stalled in a location via UPS' tracking for 4 days with no movement and that the delivery date had been moved back a few times already. I called UPS who told me they would only update the Shipper (Glasses.com). So I called glasses.com who confirmed the shipment was lost after speaking to UPS themselves.

I was going to be out of the country for a trip starting September 20th for a month, so I asked the supervisor I spoke with the expedite the shipment and he said he could make no guarantee it'd be on my doorstep on time. I explained to him that my mailbox would most likely not be big enough to hold the item and that for the nearly a month, the item would sit by my front door and more likely than not be missing by the time I got back. This was also very upsetting since I needed this prescription badly. The supervisor told me he'd do everything he could to get the glasses to me by the 20th, but if not, the glasses would be refunded/replaced assuming they're not at my door when I arrive back in the US. He told me he'd email me to confirm his gesture. I appreciated it yet didn't get that email. Instead I received a return shipping label. When I called back in, the next supervisor I spoke to notified me that she could not uphold his promise and was EXTREMELY rude and non empathetic to the situation. She mentioned that the previous supervisor didn't record his notes and also said the conversation was digitally recorded. When I requested her to review the recording to listen for the previous supervisor's offer, she hung up.

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