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.
292 complaints closed in the last 12 months.

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

Initial Complaint
Date:08/10/2022
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 have tried everything possible to resolve this matter. I'm sending you the last two e-mails I have sent with no further response back from anyone from Sunglass Hut. I'm also uploading all the email since the beginning.
********
Hello,
I have been very patient with the Sunglass Hut Company but it seems your company is playing games with me!! First you tell me I will receive my money back via my credit card, then you tell me there was a problem
with your system and you will send it via check to wait 8 weeks REALLY!! It's been 8 weeks, guess what NO CHECK!! This whole process started back on 8/9/2021 for a refund for $209.54. Here we are
7/27/2022 still NO REFUND. I guess you have left me with no other choice but to seek legal action against SUNGLASS HUT to get my REFUND back!!! It's pretty sad your company doesn't stand by their word!!!
Furthermore no one reaches out to even see if I have gotten my REFUND back or if there has been any issues.
Hello,
I sent you a msg on July 26,2022 with no response back!! I'm giving Sunglass Hut one more chance to make it right with my REFUND!! There should be no reason you can't send me my REFUND Via ***** *o ensure I receive it with a tracking number this way there is no MORE EXCUSES as to why I haven't gotten my REFUND!! So once again the BALL is in your court!! I would like to put this REFUND ISSUE TO REST. I also wanted to let you know as a courtesy I will be reaching out to the BETTER BUSINESS BUREAU to let them know how DISSATISFIED I have been with the way you have handled my REFUND that it has taken you a year and once again STILL NO REFUND!!

********
Business Response
Date: 08/19/2022
Hello *********
We are so very sorry to hear that you never received your refund check. We have went ahead and asked the store management to process a refund check request again for the amount of $209.54. Once we receive a reply from our accounting team regarding the refund check, we will send you another email with those details. We apologize for the delay and any inconveniences caused by this!
Sincerely,
Customer Resolution Team
Sunglass Hut
Customer Answer
Date: 08/23/2022
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,

******** **************
Customer Answer
Date: 09/02/2022
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 called BBB 9/2/22 and stated she has not received the promised refund.
Business Response
Date: 09/02/2022
Hello ********,
We apologize for the time it takes to receive a check refund. We have connected with our Accounting team today, and they have stated the following.
This check request has been processed. Customer should receive check in 2-4 weeks via USPS. Please advise customer to be on the lookout for a “Luxottica” envelope.

We apologize for the delay! Have a great weekend!

Sincerely,
Customer Resolution Team
Sunglass Hut
Customer Answer
Date: 09/28/2022
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.
Per phone call from the customer to BBB: Please close my complaint as resolved at this time. I received my refund check yesterday. Thank you for all your help.

Regards,

******** **************
Initial Complaint
Date:08/10/2022
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 5/28/2022. I purchased 1 pair on new glasses, with a prescription, i have them 1 pair that day that was mine for a new prescription. When the pair i bought came it, i gave them the other pair i had for the new prescription to be put on. So that’s a total of 3 glasses. As i said i got back the one i bought and ONLY ONE OF MY PAIRS I GAVE THEM. So they lost a very expensive **** ***** pair of glasses i gave them to send out that i have had for 2 years. I have went in there every week and they keep telling me they are n their way.
They LOST A PAIR OD EXPENSIVE GLASSES.
I want all my money back
Business Response
Date: 08/11/2022
Hello ******,
We have received your BBB, and are very sorry to hear that your glasses were lost. We did forward your review and comments to our Regional Manager, and they have informed us of the following.
You visited and bought a complete pair (frames and lenses) and wanted to put lenses in two pairs of your own frames. Unfortunately our lab did lose one of the frames you owned. However, you did sign our 'Guest’s own frame wavier' that is Target optical policy, stating that we are not responsible for lost frames.
Our management has offered, as we do with any guests that frames are lost, to chose any frame in our collection and we will replace it since you paid for the lenses.
Our management team has stated they they offered this to you multiple times, advising that you can pick out anything in our collection to replace your lost frame and we would remake it in your prescription, but you chose to refund everything instead. We did refund you for the lenses and complete pair as requested- the total of $800 plus for the three items.
There are no other options left to support this issue, as you are refusing a new frame from our collection.
Attached is a blank copy of the wavier you signed in-store (We have the signed copy in-store on file), stating that we are not responsible for guest's lost frames. You are more than welcome to visit for the resolution we have provided
(pick out any frame from our collection and we will craft RX lenses for them), but that would be our best and final offer.
Best Regards,
Customer Resolution Team
Target Optical

Customer Answer
Date: 08/11/2022
Better Business Bureau:
i spoke to the local store that lost the glasses and they gave me a full refund

Regards,

****** *********
Initial Complaint
Date:08/10/2022
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 bought a Ray-Ban stories sunglasses and before my 30 days end I tried to return them I went to four different stores every store had a different reason not to return them and giving me a hard time for no real reason
Business Response
Date: 08/30/2022
This complaint should be resolved at this time.
Thank you
Initial Complaint
Date:08/08/2022
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.
I bought a pair of prescription glasses with their top tier lenses offer, with antiscratch technology. 6 months after light use they got a huge scratch.
I never had antiscratch lenses and my glasses never got scratched before. Lasting two years or more, getting changed just because the prescription changed.
I got in touch for a fix and the customer service representative referred me to an automated phone to fill up a return online on luxotica. Luxotica asks for your order number and just allows you to fill up four digits. Lenscrafters order number is over ten digits. The information doesn't even match.
I tried a new attempt with Lenscrafters and they said they cannot do anything.
I feel the customer service is ineficiente and the company is playing fake advertising, luring people to buy a more expensive product, claiming benefits to it that doesn't even exist. 6 months of light use cannot be considered high probability of scratch. Clearly the product is abusing fake advertising and I, as a customer, feel fooled and tricked to spend a lot of money, on a product that has a cost above $700, with no customer assistance post sale.
Business Response
Date: 08/08/2022
Hello *****,
We have received your BBB, and are very sorry to hear about your lenses. Our scratch-resistant coatings are there to help reduce scratches as well as decrease the likelihood that your glasses will become scratched, but are unfortunately not scratch-proof. Damage from regular wear and tear can still occur on lenses with scratch-resistant coatings. This is why we also offer the option to purchase our protection plan at the time of sale, which would provide a discount towards replacement lenses, frames, or both. Our Marketing for these lenses does not state "scratch-proof", only "scratch-resistant" so our advertisements are not falsely advertised. If you have purchased the protection plan at the time sale, feel free to visit a local store and we will replace your lenses with this plan. If you did not purchase this, you would have to pay to replace your lenses.
Best Regards,
Customer Resolution Team
LensCrafters

Customer Answer
Date: 08/08/2022
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 the lenses are said to decrease the probability of wear and tear, I want actual data that backs up this statement. If none is provided, then, yes, this is fake advertising. From my personal experience, I am biased with the data I have that this lenses are not under the “scratch resistant” category, by the fact that I have doze s of glasses and sunglasses without the claim of being scratch resistant that have lived years without a scratch, while the one from the complaint scratched within six months.
i want a replacement of the lenses or actual data that backups up the statement. I feel scammed and fooled by believing it.

Regards,

***** ******

Business Response
Date: 08/10/2022
Hello *****,
As we have stated previously, our lenses are scratch-resistant, but not scratch-proof. Our lenses are advertised as scratch-resistant, not scratch-proof. Unfortunately the lenses can become scratched, even with the scratch-resistant coating, as again, the lenses are not scratch-proof. We are very sorry to hear about your lenses, but if you did not purchase the protection plan at the time of sale, you would be responsible for the replacement price of your lenses now.

Best Regards,
Customer Resolution Team
LensCrafters

Customer Answer
Date: 08/10/2022
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.

again, the business ditched sharing any data that might back up the statement of scratch resistant.
The company is falsely advertising a feature that the company cannot prove.
Therefore, I request a refund, a replacement or rather the data to back up the justification of charging more for a product that, clearly, doesn’t have the feature it claims to have, to which I paid for.
If it claims to be resistant, it has to estate the mathematical improvement from the regular product without the feature.

Regards,

***** ******
Initial Complaint
Date:08/05/2022
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 bought my lens and frame on 07/01 at the time of purchase, i nocited that the warranty was added without permission or explanation. So i decided to keep it. At the end of the month my glasses was severely damaged at work by me when i called for a replacement the then told me i needed the shattered pieces in order to file a claim. I drove over my glasses no one ever explained this to me had i know i would've swept up the remaining peices and brought them in. Ther was no talks about the warranty no panthlet given nothing so basically i lost out and now im without glasses.
Business Response
Date: 08/08/2022
Hello ****
We have received your BBB, and are very sorry to learn of your experience. With our protection plan, we can replace the frame or lenses, for a $25 co pay, or both for a $50 copay. However, you would need to return the damaged eyewear (frame and lenses) to the store in order to receive a replacement, as we do not replace lost or stolen eyewear. You can view the full terms on conditions of the protection plan by visiting our website. We have also provided the link below. Please bring in the frame or broken pieces of the eyewear, and our team would be happy to set you up with a replacement through the protection plan. Unfortunately if you cannot supply any pieces of the eyewear, we would be unable to provide a replacement with the protection plan.
*******************************************************************************
Best Regards,
Customer Resolution Team
LensCrafters

Business Response
Date: 08/10/2022
Hello ***,
All the information pertaining to the protection plan and how to use this plan can be found on our website, or by visiting or contacting a local LensCrafters. We have also provided the link below. This information is also printed on your receipt. We are very sorry to hear that your glasses were ran over, but you would need to present the damaged frame/lenses to the store in order to use the protection plan, as we require the damaged frame to be returned in order for a replacement pair to be issued. You would not have to present the damaged pair to the store until the new pair was ready, but we cannot provide a replacement pair without receiving the damaged pair of eyewear, as we do not replace lost or stolen eyewear. If you cannot present the damaged eyewear, the eyewear would be considered lost, and would not be eligible for the protection plan redemption.
*******************************************************************************
************************************************

Best Regards,
Customer Resolution Team
LensCrafters
Customer Answer
Date: 08/10/2022
Better Business Bureau:

I'll dispute it with my card company and lenscrafters have lost a life long customer I'm sure is doesn't matter to you however it the wrong way to do business!

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

Regards,

*** *****
Initial Complaint
Date:08/04/2022
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.
Hello - I recently purchased a transition (extra active) lens (my second pair) for approximately $600. Four months ago. The lenses have been cleaned and maintained appropriately but have become seriously scratched - to the point i can see the scratches - it is clear there is a defect in the preparation of the lens. The store staff admitted this was a new process and the lenses were sent out for processing. When i asked the store staff what could be done she said she must talk with her store manager. She called me back in two days after her manager returned to the store. I was told by a return call the manager said because i did not buy insurance - they could do nothing to assist me. I asked to speak with the manager and asked for his name to call him myself. the store staff told me his name is Frank. I asked for his last name, and she said i cannot provide his last name. This seems totally unacceptable... Lends Crafters seems to be out of date and has clearly not thought through their business service model. Had i known i needed to buy insurance for the defect of a lens, I provided the frames myself i would have paid the $10 for the insurance. Clearly you are not providing a quality product if i need to buy insurance for any lens defect provided by lens crafters
I frankly expect much more from your company - and I still have not heard back from the store manager Frank. I intend to report your store / Company / and Manager to the:
1. Better business Bureau
2. Our local legislators
3. the ******* ***** Chamber of Commence
4. The Daily ****** and ** *****
5. I guess there is no reason to contact your corporate office of Lend Crafters as their website is completely avoids any way to contact them with a product / service/ quality complaint. However, I have submitted a contact form to your website.
Seems all customers should be told to buy insurance as "Lens Crafters does not stand behind the quality of its products
8/3/2022
Business Response
Date: 08/05/2022
Hello ****,
We have received your BBB, and are very sorry to learn about your lenses. At LensCrafters we provide every customer with a 30-day satisfaction guarantee, along with a 24-month warranty against manufacturer defects. We have provided the information pertaining to what is considered a manufacturer defect, and would would not be considered a defect below.
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
We apologize, but the scratching of the lenses would not be considered a defect in lens, but damage from wear and tear. This is why we offer the option to purchase our protection plan to customers, so they can use this plan to pay a portion of the cost it would take to replace the entire frame/lenses, without having to purchase a new pair. Unfortunately if you did not purchase this, you would have to pay for the cost of replacing your lenses now. Have a great weekend!
Sincerely,
Customer Resolution Team
LensCrafters
Initial Complaint
Date:08/04/2022
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 03-16-2022 I ordered a pair of glasses for my daughter with a protection plan through Asurion from Target Optical’s website totaling 136.43. Shortly after, I received a protection plan from Asurion with a contract number. Since, my daughter has accidentally damaged her glasses. I visited two Target Optical Stores in person and was referred to their online claims department because they could not help me in person. I then contacted Target Optical’s online claim’s department, filed a claim and was rejected due to my product not being sold by them (despite providing the sales receipt). I also contacted the number on my asurion protection plan contract and was told they have not done business with Target Optical in over 3 years. Since I was sold a fake protection plan I am seeking full refund to order glasses from a reputable Optical facility.
Business Response
Date: 08/04/2022
Hello ******,
We have received your BBB and are very sorry to learn of your experience. We would be happy to use your Protection Plan online to replace your daughter's glasses! After researching we have located your chats with our team, and apologize that they did not realize you had purchased the protection plan on your daughter's order. Please send our team another chat and mention that you purchased the protection plan for your order online. Instead of sending you to After Sales, they will use our Protection Plan online voucher code to replace your daughter's glasses, and have them shipped to your address. Please let us know if you have any further issues!
Target Optical Chat Link: ********************************************************

Sincerely,
Customer Resolution Team
Target Optical
Business Response
Date: 08/10/2022
Hello ******,
After researching, I can see that our team did advise for you to call on 8/4 to our Customer Service line, which sets up the replacement orders for online orders over the phone using the protection plan. I do not see any calls to this number after speaking with our chat team. Please contact the number below, and they would be happy to set up your daughter's replacement order using the protection plan. Please give them a call, inform them that you purchased online, provide the order number, and advise that the Protection Plan was purchased, and they will create the replacement order from there! We assure you that our team is there to help, and has provided the steps for you to get your daughter's glasses replaced.
************
(*******************)
Best Regards,
Customer Resolution Team
Target Optical
Customer Answer
Date: 08/10/2022
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.
***** **** *** *** **** ** **** **
Subject: ********* ********

The matter was resolved. Thank you for all your help

Regards,

****** ******
Initial Complaint
Date:08/03/2022
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 attended Lenscrafters located in ******** Mall in ********. I had recently purchased glasses worth over $1000! The lens popped out of my glasses and I needed it put back in. When I initially entered the store I did not feel a warm welcome, maybe because I am Indiginous? I approached two young associates of the store, one was female and the other male. The male asked me what I needed, I proceeded to show him my glasses, he took them, put the lens in, which is still loose, and said "the lens should never come out again." I then advised them that my glasses did't fit properly on my face and that they needed to be adjusted, the male looks at the female to assist me. She looks at me and without examining the glasses says "they look straight to me, I repeated myself again, she again says well they look straight?! It was clear to me that I was not getting any further assistance so I left upset and with crooked glasses on my face that is hindering my eye sight! The most dissapointing part of this whole experience was when I called the Manager of this store who was not pleasant to speak with from the get go of our conversation, all she did was make excuses for her staff and advised me that they don't touch the glasses when customers come in. What?! How do they adjust customer's glasses when customer's come in? Or was it just because I'm Indiginous?! I did hang up on this female (blonde) Manager who had an extremely poor attitude! Not once in our conversation did she say I apologize for your experience come back in and we will fix the problem. I am seeking a new pair of glasses, and an apology from all three staff. I am also considering filing a discrimination complaint against this Company for the treatment I received by their staff.
Customer Answer
Date: 08/03/2022
I did provide my desired outcome in my complaint, since they don't care to fix my glasses they can replace them! I also want an apology from all three individuals. the two sale associates (young male and female) and the rude blonde Manager which were all mentioned in my complaint.
Business Response
Date: 08/08/2022
Hello ****,
We have received your BBB, and are very sorry to learn of your experience. We did forward this to your local Management team for review. They have stated yesterday, that they have attempted to contact you, but have not been able to speak with you yet. Please call back our team, and ask to speak with our Manager Cheryl. She would be happy to try and resolve this for you!
###-###-#### - Ask for Cheryl
Sincerely,
Customer Resolution Team
LensCrafters
Customer Answer
Date: 08/15/2022
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,

**** ********
Initial Complaint
Date:08/02/2022
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 started the eyeglasses process in April of this year.
Lenscrafters could not get my glasses correct, kept getting them wrong, and I eventually had to return both pairs that I had paid for to avoid further issues. My refund was process in store on June 14th, 2022. Come July, I hadn't checked to see if the refund was given back to my HSA card so that I can get new glasses.

I came up with no refund. Yet, I had proof that I was processed a refund. I have called 7-9 times now to get in contact with someone regarding this at the corporate level, and keep getting redirected everywhere, and hung up on by managers. Maggie, a manager I spoke with 3 times now in some call center - was unable to provide me further information and needs to be reported for her behavior), keeps saying "not my problem" and hangs up immediately after telling her I need a resolution immediately because I cannot drive nor see to work.

Lenscrafters has stolen upwards of $800 from me by not refunding this money, and I have tried countless times to get this money back. NOONE will help me, and no one will even listen to my complaints or just say "not my problem" whenever I call. The manager at the store location I visited is out with Covid, and no one is providing her any answers either.
Customer Answer
Date: 08/03/2022
I asked to be able to upload additional information since my uploads only took 2 of the 6 upon writing the review.
providing additional files of June and July statements showing that there is no refund initiated to my HSA still as of august 2nd.
Business Response
Date: 08/04/2022
Hello *****,
We have received your BBB, and are very sorry to learn of your experience. After researching, we can see that the refund was successfully processed to that back on 8/2/22 (ticket#*********). A refund can take 7-10 business days to reflect in your account depending on your financial institution. We also reviewed the recorded phone calls of you speaking with our manager, and can see that the calls were disconnected due to the language and aggression that was used during the conversations. Please note our office and management team will not condone the use of foul language or aggression when trying to assist you. We are very sorry for your experience, and assure you that you will receive your refund shortly.
Sincerely,
Customer Resolution Team
LensCrafters
Initial Complaint
Date:07/27/2022
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 returned my order Order Number: ************** The payment was processed via ********. The loan is still showing opened and not closed by LensCrafters.
Business Response
Date: 07/28/2022
Hello *******,
We have received your BBB, and are sorry to hear that you have not received your refund. After researching, we can see that the return shipping label we provided (Tracking#******************) has not been returned or delivered to our warehouse. A refund will automatically process once we receive the return to our warehouse, through ********. Please return your merchandise, and then your refund will be processed through ********.
Sincerely,
Customer Resolution Team
LensCrafters.com
Customer Answer
Date: 07/28/2022
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.

Regards,

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

I spoke to a associate 7/19/22 who provided me a shipping label. The product was dropped off at UPS on that day.
Business Response
Date: 07/28/2022
Hello *******,
Thank you for that information. We could not locate the tracking information for this exchange, but have went ahead and processed the refund today. A refund can still take up to 10 business days, at the discretion of ********. Have a great week!
Sincerely,
Customer Resolution Team
LensCrafters
Customer Answer
Date: 07/28/2022
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,

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

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