Business Profile

Optician

Luxottica Retail North America Inc.

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Complaints

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

Customer Complaints Summary

931 total complaints in the last 3 years.
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:09/12/2022
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 purchased a pair of Ray Ban sunglasses on July 12, 2020. One of the lenses on these sunglasses inexplicably cracked in May 2022 -- I assume this was due to a manufacturing defect. This was within the time of their 24 month limited warranty. When filing a claim (6/23/22 and 6/27/22), I was quickly denied and offered no explanation. Attempts to follow up to get an explanation as to why my sunglasses weren't covered by the warranty have been unsuccessful. I believe they were stalling until my warranty period expired. From the dates mentioned above, I clearly filed before the 24 months expired. I would like my glasses repaired or a credit issued due to this defect.
Business Response
Date: 09/12/2022
Hello ********,
We have received your BBB, and are very sorry to learn about your eyewear. Unfortunately cracks in the lenses would not be considered a manufacturer defect, and is not covered under our 24 month manufacturer warranty. You can view what is covered, and what is not covered below. However, we do sell replacement lenses for most models of eyewear, that can be purchased on the same website used to place a warranty claim. We have also provided that link below. If you have any questions regarding ordering replacement parts please send us a chat on our website!
-------------------------------------------------
2-year (24 months from the date of purchase) Limited Warranty coverage against manufacturing defects in material or 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
(ALL WARRANTY CLAIMS ARE SUBJECT TO A CASE BY CASE EVALUATION)
-------------------------------------------------
Warranty/ After Sale website: https://customersupport.luxottica.com/wcsstore/ray-ban.html
Best Regards,
Customer Resolution Team
Luxottica North America
Initial Complaint
Date:09/11/2022
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.
Service Request ********:
I spoke with customer service and described the issue I had with my new Ray Ban Stories sunglasses (scratches on the frame and lenses) in July. Customer service advised how to start a warranty Service Request and that it would more than likely result in a warranty replacement.
I followed all instructions and sent in my sunglasses late July. I called repeatedly to get status updates with no help.
Mid-August I received an email from the company stating that they will not cover replacing or repairing my sunglasses and that I could either a.) purchase new sunglasses with a coupon discount or b.) reject their offer and receive back my sunglasses. I selected option B in August 15, 2022.
I have been calling customer service several tinged per week for the past several weeks; apparently they lost my sunglasses but are also dragging their feet to give me a replacement pair. Today is September 11, 2022 and I was supposed to get a call from a supervisor advising of the status of my replacement sunglasses tracking number… no call.
I have paid hundreds of dollars for these special Ray Ban Stories sunglasses and have only had them about 3 months, white waiting for their return (after horrible warranty and customer service) over the past 2 months. Luxxotica / Ray Ban is negligent and their customer service incompetent
Business Response
Date: 09/14/2022
Hello ****,
We have received your BBB, and are very sorry to learn of your experience. We have contacted our After Sales management team regarding this. They have stated that they will go ahead and replace your missing eyewear, and will notify you of this. You should be sent an email with further details (if you have not already) as well as tracking details, once the order ships. Have a great rest of your week!
Sincerely,
Customer Resolution Team
Luxottica North America
Customer Answer
Date: 09/16/2022
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:09/09/2022
Type:Customer Service 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 May 24, 2022, I submitted service request # ******** to Ray-Ban regarding two defects in my sunglasses. At that time, my glasses were under warranty. The issues are: (1) there is a defect within the actual lens that causes a blurry spot in the visual field of that lens, and (2) the raised Ray-Ban logo on the frames pull and break the hair around my face, which is painful and unsightly.

After I submitted the request with my receipt and the required photos, I received an email on May 25 asking for additional photos. I had planned to figure out how my original photos were supposedly deficient and send the additional photos requested during the second week of June. On June 4, a mere 10 days later, I received an email informing me that my request had been closed "since we didn't receive the additional information/photos required to be able to complete the evaluation." The email stated that I could open a new service request if I still needed assistance.

On June 23, I submitted a new service request, # ********, with the same complaints, my receipt, the original photos, and numerous additional photos. Two days later, on June 25, Ray-Ban sent the following response: "Upon evaluation of your claim, we have determined that the issue is not covered under warranty. Common causes for Out of Warranty Claims: Issue not due to defective material or workmanship, Missing/invalid proof of purchase, Warranty period expired. Unfortunately, repair of your damaged eyewear is not an option as this model and its replacement parts are no longer available. Although your claim is not covered under warranty, we appreciate your business and would like to offer comparable options at a discounted rate."

This response is unacceptable. None of the reasons listed for rejecting a claim apply: (1) The issue is only due to defective material or workmanship; (2) I diid provide valid proof of purchase; and (3) the warranty period had not yet expired at the time I made both claims.
Business Response
Date: 09/14/2022
Hello *****,
We have received your BBB, and are very sorry to learn about your eyewear. After researching, we can see that our Warranty team has claimed that the issue with the eyewear is not caused by a manufacturer defect, and would not be typically covered under our 24-month manufacturer warranty. You can see the list below of what is covered and what is not covered under our warranty. However, we have decided to make a one-time exception and courtesy, by providing you with a 100% off voucher code, which can be used to purchase one pair of replacement eyewear up to $500, free of charge. Please note this will be the only time we can make this exception, and will not be the rule going forward. Have a great rest of your week!
100% OFF VOUCHER CODE: ******************* (Up to $500)
--------------------------------------------------------------------------
2-year (24 months from the date of purchase) Limited Warranty coverage against manufacturing defects in material or 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
(ALL WARRANTY CLAIMS ARE SUBJECT TO A CASE BY CASE EVALUATION)
--------------------------------------------------------------------------

Sincerely,
Customer Resolution Team
Ray-Ban
Initial Complaint
Date:09/08/2022
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.
8-23-22, I purchased new replacement lenses for an existing pair of Ray-Ban sunglasses at Sunglass Hut inside the *********** ****, *********** **.. Brittany J****** inspected my frames, ordered the lenses, charged $80.00 on my ****** **** and advised two weeks for delivery and installation.
9-7-22 I received a call to pick up the lenses. I arrived wihtin 30 minutes and was assisted by *****. I stopped him as he attempted to forcefully push out the old lenses, concerned he would damage the frames. The lenses are held by screws, he agreed but had no tool to remove the screws. Another assistant walked me to the LensCrafter store, a few doors down the mall and advised they will do the installation, then left. After a few minutes a LensCraft associate came out and advised the new lenses are to large for the frames and will not fit. She went on to advise replacement lenses are no longer available for my frames.
I returned to Sunglass Hut and advised Isaac of the discrepancy and that replacement lenses are no longer available. I asked for a refund on my credit card, but he had no idea how to process a refund and said a manager would call the next day to complete the refund. The new lenses were left with *****.
I got no call the next day, so I called in the afternoon and spoke with ***** (refused to state his last name). He refused to refund the money, saying something about parts are not refundable. I advised him replacement lenses are no longer available but refused to budge. I asked to speak with the manager, ********, whom he said is in the hospital recovering from a stroke. I asked for her supervisor, but he refused to give me any further information. He said I would have to wait until she comes back to work and speak to her. I again asked for the District managers name or Corporate information. He refused to provide any information and refused to give his last name.
On my receipt it clearly states full refunds within 30 days.
Business Response
Date: 09/29/2022
Hello ******,

We have contacted our management team, and they have stated the following.

I double checked the model number and size for the frames they are the correct ones. I also spoke with lens crafters and was informed they told the customer it was a frame issue since the frame was older, not the lens. They advised him to buy a new set instead of ordering parts. When the customer purchased the lenses he was told the frame was not in good condition and was shown other options, but wanted to order the lenses since it was the cheaper option for him. I also received a phone call from multiple associates while I was gone about the customers rude and demining behavior towards them, even before they started to work on the glasses. I did speak with Chase and he did refuse to give him our personal cell phone numbers, schedules, or last names per policy, which is why he asked to take a message, which the gentleman refused. He was rude and yelling at Chase threating him on the phone about a personal law suit and sending his friends to the store to handle it. At that time I advised my staff to not interact with him because they felt personally threatened. The lenses were also not left with us at the store.

We do apologize, but we cannot provide further assistance or refund the lenses, as they are not in our possession.

Sincerely,

Customer Resolution Team

Sunglass Hut
Customer Answer
Date: 09/30/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that there is no further course of action for the BBB and me.

Regards,

****** *****
Initial Complaint
Date:09/05/2022
Type:Customer Service 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 took my daughter to LensCrafters at *** ****** ** in ***** *********** ** on 8/23/2022. They told me my insurance only covered 47.00. I got home that day and called my insurance and it turns out LensCrafters is not in my network. I called them and asked to cancel the order. She said she would. Then I get a text that glasses are readyb and see that they have not taken the charge off my card. Charge is for 421.67. I called their corporate office and they tell me to take it up with the local Vermont office. I have tried that. No resolution. I want my money fully refunded back to my card. That is the only resolution I will accept. I appreciate your help.
Business Response
Date: 09/06/2022
Hello *****,
We have received your BBB review and are sorry to learn of your experience. We would be happy to provide a refund, as we offer every customer a 30-day satisfaction guarantee, where you can request a return/refund within 30 days of receiving your eyewear. We apologize, but you would need to call or visit the store location you purchased from directly in order to receive your refund. Depending on the card used to make the purchase, we may require you to visit the store location again so that we can swipe your card for the refund to be successful. But we assure you that we will accept the return/refund of your order.
Sincerely,
Customer Resolution Team
LensCrafters
Customer Answer
Date: 09/06/2022
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.
Your store is not returning my calls and I never know when they are open.

Regards,

***** *****

Business Response
Date: 09/06/2022
Hello *****,
We have forwarded this BBB along with your additional comments to the store's management, and asked them to call you as soon as possible. Their hours can also be found on our website, but I have listed them below for reference.
Hours:
Monday-Sunday (everyday) 11AM–7PM

Have a great week!
Sincerely,
Customer Resolution Team
LensCrafters
Customer Answer
Date: 09/07/2022
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 have made multiple calls to the specific Lenscrafters and they have not returned any of them. Called again today.

Regards,

***** *****

Business Response
Date: 09/08/2022
Hello *****,
We are very sorry to hear this. As we stated previously, we have forwarded your review and comments to their management and asked that they contact you directly as soon as possible. Please let us know if you do not hear back from them within the next 2 business days. You would also have the option to visit the store location during their hours of business to retrieve your refund.
Sincerely,
Customer Resolution Team
LensCrafters
Customer Answer
Date: 09/13/2022
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,I have waited and waited for the office to call me. I will be taking this a step further.

***** *****
Business Response
Date: 09/14/2022
Hello *****,
We are very sorry to hear this. We have forwarded your additional comments and BBB again to the management team, as well as the Regional Manager. However, as we stated previously, you are more than welcome to visit the store location during their business hours to retrieve your refund. You would not need to wait for a call to visit for your refund. But again, we have forwarded this to both management teams, and asked that they contact you as soon as possible.
Best Regards,
Customer Resolution Team
Luxottica North America

Customer Answer
Date: 09/15/2022
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,

As a Regional Manager for a company, I'd like to offer some advice. The corporate team kept insisting that I reach out to the office manager. Never once did you check and see that the office does not have one at this time. They are understaffed and trying their best. Perhaps you could have helped them and settled the matter from your end? That being said, I do appreciate staff member ***** for ensuring the charge was reversed. She handled it like a Manager would. Very professional, apologetic and kind.

***** *****
Initial Complaint
Date:09/01/2022
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 prescription glasses on 05/21/21 for the total amount of $414.50 (order* ********). At the time of purchase, I was under the impression the product carried a warranty and high quality. Recently, I submitted a service request(request #********) due to a broken frame temple. Then I got an in-warranty repair with Luxottica. I accepted their repair offer and shipped back all my prescription glasses(lenses + frame + case) by following their instruction, which said, "The product has to be shipped back complete with all its parts." They received my return on 07/12/22. After 6 weeks of repairing, they sent me back only with a new frame as a replacement. Not only was my original prescription glass not fixed, but it also disappeared. Luxottica replaced my prescription glass only with a new frame without any notification and my permission under a request(or offer) for repair. If Luxottica decided to send me a new frame without reinstalling lenses, they should also return my original glasses. Besides, the frame I received is not exactly the same as what I purchased on the Ray-Ban website. The original frame was made in Italy with higher quality. But the replaced one was made in China. The frame model ******* is still available online. Luxottica played this trick even though they claim to replace the product with a new item of the same model under their GENERAL CONTRACT TERMS AND CONDITIONS. All I want is my prescription glasses repaired by the extra frame I bought or another better solution.
Business Response
Date: 09/02/2022
Hello *****
We have received your BBB, and are very sorry to learn of your experience. We apologize, but our Warranty/After Sales department does not repair or replace prescription lenses. This information is found on our Warranty website. Our 24-month manufacturer warranty protects only the frame for prescription eyewear, so our After Sales team would not be able to replace any prescription lenses. Typically, the customer is advised to remove any prescription lenses before sending them in for a repair. However, since you were not informed we will go ahead and provide you with a LensCrafters Letter, which you can take to any local LensCrafters and have them place free prescription lenses into the frame you receive from our Warranty team.
As for the frame you received from our After Sales team, it would be 100% authentic. Ray-Ban has manufacturing plants in both Italy and China, and both are 100% authentic Ray-Ban frames. We are not able to pick or choose which manufacturing plant a frame will come from, but again we can assure that they are 100% authentic Ray-Ban frames.
We have attached the LensCrafters letter to this reply in the attachments. Have a great weekend!
Sincerely,
Customer Resolution Team
Luxottica North America
Customer Answer
Date: 09/02/2022
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:08/26/2022
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.
Dear BBB and Sunglass Hut,

I need help on two online orders ******** and ********. Those orders were place online in June and all returned in July with Sunglass Hut return labels. UPS tracking clearly showed that return parcels were delivered to Sunglass Hut warehouse long time ago. However, I haven't received my refund even after many requests online and over the phone. So I need help from BBB to get my money back asap. Thank you!
Business Response
Date: 08/29/2022
Hello ****,

We have received your BBB, and are very sorry to her you have not received your refund. After researching, I can see that we credited both orders recently; credit for order#******** was issued on August 18th and the 23rd for a total of $669.28. A charge back was filed for order #******** based
on ****** records. If you still have not received your funds we would suggest contacting ****** directly.

Sincerely,
Customer Resolution Team
Sunglass Hut
Customer Answer
Date: 08/29/2022
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.

Order#******** with $669.28 refund was just received. However, a charge back was ONLY FILED for order #******** when I called ******. That does not mean the company refunded it yet. So please refund order #******** asap.

Regards,

**** ***

Business Response
Date: 09/14/2022
Hello ****,

Due to the chargeback, you may receive the other refund at a later date, due to the chargeback procedure between our company and ******, but you should receive that very soon, if you have not already. We show that we did accept both refunds, as well as the chargeback. Please contact ****** directly if you have any further questions regarding your refund.
Sincerely,
Customer Resolution Team
Sunglass Hut
Initial Complaint
Date:08/24/2022
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 TWO PAIRS OF GLASSES; ONE FOR DISTANCE AND ONE FOR READING
WHEN I PICKED UP THE READING GLASSES I TRIED THEM AND THEY SEEMED TO BE OK.
AFTER I WENT HOME I PUT THEM ON MY DRESSER TO BE USED AS NEEDED. MY EYE DOCTOR IN ***** FLORIDA TOLD ME MY DISTANCE GLASSES I REALLY NEEDED, BUT MY READING GLASSES DID NOT HAVE TO USED UNLESS MY EYES REALLY GAVE ME SOME PROBLEMS,
A COUPLE OF MONTHS LATER I TRIED THE READING GLASSES AND THEY WERE NOT REALLY HELPING ME SO I THOUGHT MY EYES WERE CHANGING. WE JUST MOVED FROM FLORIDA TO MY SONS HOME HERE IN COLUMBIA, MD.
I TOOK MY GLASSES BACK TO LENS CRAFTERS AND THET TOLD ME THAT THE GLASSES I HAD WERE NOT THE GLASSES THEY SOLD ME. I TOLD THAT THEY WERE THE ONES THEY GAVE ME WHEN I WENT TO PICK THEM UP AND THE MANAGER SAID HE DID NOT CARE AND WOULD NOT DO ANYTHING TO CORRECT THE SITUATION. HIS ATTITUDE WAS VERY BAD AND HE WAS BASICALLY SAYING THAT I WAS LYING WITH THE GLASSES THEY GAVE ME
ALL I WANT TO IS HAVE THEM GIVE ME THE GLASSES I ORDERED OR REFUND ME THE PRICE I PAID
HE SAID HE WOULD NOT DO ANYTHING TO CORRECT THE PROBLEM EVEN IF THEY GAVE ME THE WRONG GLASSES BECAUSE IT WAS OVER 30 DAYS
I TOLD THEM THAT IT WAS THEIR FAULT AND NOT MINE AND HE KEPT INSINUATING THAT I WAS A LIER
I ASKED WHERE THE GIRL WAS THAT MADE OUT THE ORDER AND WAS TOLD THAT SHE WAS GONE
I ASSUME SHE WAS FIRED
ALL I WANT IS MY GLASSES REPLACED OR A REFUND FOR THEIR MISTAKE
THE NUMBERS ON THE RECEIPT DO NOT MATCH
Business Response
Date: 08/25/2022
Hello ****
We have received your BBB and are very sorry to learn about your experience. After researching, we can see that our store management has already stated that they would make an exception to allow you to return your glasses, even though it has been over 30 days since you owned them. However, the product/frame would have to match the product description which we have in our system, was sold to you. Unfortunately our system will not allow us to refund for a pair of eyewear that does not match the original product sold.
Best Regards,
Customer Resolution Team
LensCrafters

Customer Answer
Date: 08/26/2022
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.

Regards,

*** *** ******
Customer Answer
Date: 08/30/2022
They will not believe that they gave me the wrong pair of reading glasses and refuse to negotiate with me
mall I am asking is that they replace my glasses with a new pair with the correct prescription
Customer Answer
Date: 09/01/2022
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,

*** *** ******
Customer Answer
Date: 09/02/2022
THE MANAGER HERE IN COLUMBIA MD IS STILL ACCUSING ME OF LYING
I GOT MY EYE EXAM IN ***** FL BEFORE WE MOVED AND WAITED TILL WE GOT UP HERE IN MARYLAND TO FILL THE PRESCRIPTION SO WE WOULD GET MY GLASSES FROM THE LOCAL LENSCRAFTERS
SINCE I PICKED UP MY PRESCIPTION I WAS WEARING JUST MY DISTANCE GLASSES BECAUSE MY EYES WER GIVING ME SOME PROBLEMS; I WAS THINKING OF HAVING MY EYES EXAMED AGAIN TO MAKE SURE THERE WERE NO CHANGES TO THE PRESCRIPTION
THAT IT WHY WE WENT BACK WHEN WE DID
THE FIRST WORDS OUT OF THE MANAGERS MOUTH WASTHAT THESE WERE VERY OLD GLASSES AND NOT THE ONES I PICKED UP IN MARCH
WE DIDN,T REALIZE IT WAS SO LONG FROM THE TIME WE PICKED UP THE GLASSES BECAUSE OF MY MEDICAL PROBLEMS I WAS HAVING SINE WE MOVED HERE AND WE HAD BEEN SPENDING MOST OF OUR TIME VISITING DOCTORS
I FINALLY REALIZED THAT THERE WAS SOMETHING WRONG WHEN I TRIED CUTTING MY TOE NAILS AND I ENDED UP CUTTING MY SKIN AND NOT MY NAILS BECAUSE I COULD NOT SEE WHAT I WAS DOING
WHEN I WENT BACK TO SEE THE GIRL WE BOUGHT THEM FROM, FOUND OUT THAT SHE DID NOT WORK THERE ANYMORE
THE MANAGER KEEP SAYING THAT THE GLASSES WE BROUGHT BACK WERE VERY OLD GLASSES AND NOT THE ONES THEY GAVE ME. I KEPT TELLING HIM THAT THEY WERE THE ONES THE GIRL GAVE ME AND HE BASICALLY KEPT CALLING ME A LIER
HE SAID HE WOULD AGREE TO CHANGE THE LENSES IF WE PAID 50% OF THE COST
I SAID WHY DO I HAVE TO PAY FOR YOUR MISTAKE
I CALLED THE LENS CRAFTERS IN ***** FLORIDA WHERE WE DIDBUSINESS FOR MANY MANY YEARS AND THE GIRL WE SPOKE TO SAIS SHE WENT ON LINE AND CHECKED MY OLD PRESCRIPTIONS AND SHE SAID I NEVER HAD THAT TYPE OF GLASSES BEFORE AND THAT SHE WOULD CONRTACT COLUMBIA MD AND SPEAK TO THE MANAGER
WE HAVE NOT HEARD BACK FROM HER
I AM TURNING 80 AND HAVE HAD A FEW EYE SURGERIES AND AM VERY STRESSED OUT FROM THIS MANAGER ACCUSING ME OF LYING WHENI AM PRETTY SURE THAT THEY KNOW THEY MADE THE MISTAKE ,B UT WON,T ADMIT TO IT THEY WOULDN,T EVEN GIVE ME A COPY OF MY PRESCRIPTION FROM MY EYE DOCTOR TO LET ME CHECK THE PRESCRIPTION; THEY TOLD ME TO CONTACT THE DOCTOR IN FLORIDA AND HAVE HIM MAIL ME A COPY

I JUST WANT THE GLASSES I ORDERED TO BE GIVEN TO ME'WHATS THE BIG DEAL
THEY DON,T CARE ABOUT THEIR CUSTOMERS..
Business Response
Date: 09/14/2022
Hello ****
We did forward your previous comments to Management, and they have replied with the following information and resolution we are able to offer.
Sherry and myself both helped out this patient. She brought in a Seroflex frame with a different RX in a Emporio ****** case. She initially purchased two pairs both Emporio ******, one reading and one distance. The reading pair which this complaint mentions was ran in house. Lab ticket was reviewed with Carl, and both the frame's SKU(barcode) and her prescription match to the original order, which ensures she did not receive a different patient's order. We are not sure where the glasses she brought in originated, but the prescription is completely different and she would have never been able to see out of those glasses. Patient states she could see at first and now can't, requests a refund. Our final and best offer is for 50% off new lenses, if she brings me a new prescription. But again we cannot provide a refund/return, as lab ticket matches and was verified.
As they stated in their reply, we can offer 50% off of replacement lenses if you can supply a new prescription, but we will not provide a refund or free replacement since our tickets match what was ordered and provided to you.
Best Regards,
Customer Resolution Team
LensCrafters
Customer Answer
Date: 09/15/2022
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,

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

AS STATED BEFORE THE GLASSES I RECEIVED FROM THE STORE WERE NOT THE GLASSESORDERED AND I WAS GIVEN SOMEONE ELSES GLASSES
BECAUSE OF MY EYE PROBLEMS I REALLY DID NOT NOTICE THAT THERE WAS SOMETHING WRONG WITH THE GLASSES UNTIL AWHILE LATER WHEN I DECIDED TO TAKE THEM BACK AND HAVE THEM CHECKED
I DON,T KNOW WHY IT IS SO HARD FOR THEM TO ADMIT THEY GAVE ME SOMEONE ELSES GLASSES AND JUST MAKE ME THE PAIR I WAS SUPPOSED TO GET WITH MY CORRECT PRESCRIPTION
I CHECKED WITH THE LENS CRAFTERS IN ***** FLORIDA WHERE WE MOVED FROM AND DID BUSINESS WITH FOR 20 YEARS
THEY SAID I NEVER HAD THE PRESCRIPTION THE WAS IN THE GLASSES THE COLUMBIA MARYLAND STORE GAVE ME
I THINK IT IS AN INSULT THAT THEY STILL ACUSE ME OF LYING AND JUST OFFER ME A DISCOUNT FOR NEWE LENSES
JUST CORRECT THEIR MISTAKE
Initial Complaint
Date:08/19/2022
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.
So I got a pair of sferoflex glasses, a year a so ago and the gold frames have chipped in a spot showing silver through. Went to the store today and showed them sorry their is nothing we can do. I said their is a defect in them, nope nothing we can do, then I asked about purchasing a different frame, nope sorry the lenses are built for those glasses, why would I purchase the same frames and have them break again. I'm so frustrated
Business Response
Date: 08/22/2022
Hello ****,
We have received your BBB, and are very sorry to learn about your frame. Please submit a warranty claim on our After Sales website, and our warranty team would be happy to evaluate your eyewear and provide options of repair or replacement. You can submit a claim at the link below. Please note, you may have to create/register an account with our After Sales page if you have not done so already. If you have any questions regarding your claim once submitted, you can send our team a chat or email.
Warranty Website: https:*******************************************************
****** ************************************
Chat: *******************************************
Sincerely,
Customer Resolution Team
Luxottica North America
Initial Complaint
Date:08/17/2022
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.
7/15/22 first online order placed for ray ban replacement lenses ($73.16). I inadvertently ordered the wrong size. It took multiple attempts to communicate with the business, but I was ultimately able to return them. When I had not received my refund by 8/12, I attempted to communicate with the business and was told my refund would be resubmitted to "another department". I tried online chat but was told the company does not have representatives that will speak to customers. I subsequently filed a complaint with BBB. The company responded on 8/15 and confirmed receipt of the return on 8/1, and stated that I should receive a refund back to my card within 2 days. I still have not received it so I attempted to communicate with them again today via online chat (not working) and via email (all returned to me as undeliverable).

7/25/22 placed an order for the correct lens size ($73.16), but they arrived damaged. I submitted a return request on 8/6. After not hearing anything from them, I tried the online chat on 8/12 and was told I would be sent an email with instructions. I received an email on 8/17 requesting photos of the damage. I tried 4 times to respond to the emails as instructed and all emails have been returned to me as undeliverable. I tried online chat again but it is no longer working.

Today I found a phone number *800-343-5594) but a recording directs me back to the website. there is no option to speak with a representative..

I basically have no way to communicate with this business to obtain a resolution. I need to return damaged lenses that were sent to me, and I need help getting a refund for both sets of lenses (total $146.32). Any help you can provide would be appreciated.
Business Response
Date: 08/18/2022
Hello *******,
We have received your BBB, and are very sorry to learn of your experience. After researching, we can see that our team has actually responded to all your emails, yesterday, 8/17/22 at 3:43 AM being the most recent. Our team is requesting more details (pictures of the scratched lenses) regarding your order. Please respond to their email with those details, and they would be happy to assist you further. Also please note our chat team is only available Monday-Friday, 9 AM - 05:30 PM EST. We have provided their link below as well.
Chat Link: https://www.luxotticacustomercare.com/aftersalesctc
Sincerely,
Customer Resolution Team
Luxottica North America
Customer Answer
Date: 08/18/2022
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.

If you read my complaint, you will see that I attempted to return all emails and they bounce back as "undeliverable"
I attempted online chat yesterday during your business hours on 2 separate occasions and it was not working.
You have not addressed the lack of refund for my first order.
It would be extremely helpful if your business had a representative I could speak with directly. As a consumer this has taken a significant amount of time and effort on my part, for no apparent reason.

Regards,

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

Business Response
Date: 08/19/2022
Hello *******,
We did read your full complaint, and you initially mentioned that we had not responded to your emails. However, when we view the emails we have received from you, we can see that we have responded to all emails that we have received. As we stated previously, our last email to you asked for you to send us pictures of the scratched lenses that you received, so that we could process a replacement order or refund. You can send that email to the warranty email address below. We have not received any issues with our chat or email features, so we would suggest trying a different email address, or web browser if you are having trouble emailing or using our chat option. We do apologize, but our Warranty team is fully online at this time, so we do not have any phone agents which could speak with you regarding this. Please send our team an email with the pictures requested, and they would be happy to resolve the lens and refund issues.
Email: [email protected]
Chat: www.luxotticacustomercare.com/aftersalesctc
Sincerely,
Customer Resolution Team
Luxottica North America
Customer Answer
Date: 08/19/2022
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 finally received an email yesterday from someone different that I was able to respond to. It was sent from the same web browser, etc so the issue was not on my end. The customer service agent reviewed the photos and acknowledged the damage. Instead of giving instructions for RETURN WITH REFUND they ordered replacement lenses. AT NO POINT DID I REQUEST REPLACEMENT. I have been extremely frustrated by this whole process and do not want to wear Ray Ban Sunglasses moving forward, as I do not agree with the way you run your business. I have emailed that person and declined the offer for replacement and AGAIN have asked for RETURN instructions.
Secondly, you have failed to acknowledged why I haven't received a refund for my FIRST order, which was received by your company 14 BUSINESS DAYS AGO.
What I would like is for you to reimburse me for both lenses and allow me to throw out the damaged lenses, as your representative has already acknowledged that they are defective. I WOULD LIKE TO BE REIMBURSED FOR BOTH SETS ASAP SO I DO NOT HAVE TO DEAL WITH THIS FURTHER. IT IS A COMPLETELY UNNECESSARY AND FRUSTRATING WASTE OF MY TIME AND ENERGY.

Regards,

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

Business Response
Date: 08/30/2022
Hello *******,
We do apologize again for the delay in refunding you. After researching, we can see that our agent Jason resolved your issue on 8/26/22 by providing the refund, as well as a voucher code for a discount towards a future purchase. We can also see that you were advised that you did not need to return the damaged product through chat. We sincerely apologize for your experience, and hope you enjoy the rest of your week!
Sincerely,
Customer Resolution Team
Luxottica North America

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