Complaints

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

close

Find a Location

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

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Luxottica Retail North America Inc.

  4000 Luxottica Pl Mason, OH 45040-8114

• 

  Luxottica Retail North America Inc.

  730 Forest Fair Drive Store Location 309 Cincinnati, OH 45240

• 

  Luxottica Retail North America Inc.

  11700 Princeton Road 485 Tri County Mall Cincinnati, OH 45246

• 

  Luxottica Retail North America Inc.

  11711 Princeton Pike Cincinnati, OH 45246-2534

• 

  Luxottica Retail North America Inc.

  932 State Route 28 Milford, OH 45150-1900

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:07/26/2022

  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.

  Purchased bifocals in both reading glasses and sunglasses on 7-8-2022.Contacted store twice (in the interim) regarding order ; was informed on 7-21 that glasses had been available since 7-12. Went to the store on 7-21 to have my money refunded; was convinced to keep the already prepared glasses; was promised a $200. reduction in cost; new cost $502. This amt. was immediately charged to my credit card. The original cost was not credited to my account as promised. No one will pick up at the store, when I phone. this adjustment was promised by Douglas. As of now, I have been charged $1204.49 for glasses.

  Business Response

  Date: 07/26/2022

  Hello *****, 

  We have received your BBB, and are very sorry to learn of your experience. Refunds can take 5-7 business days before the funds are available within your account, and dependent on your financial institution. We can see that you also filled out our customer care form, which has been sent to the store for review. Our team will respond to that shortly regarding your refund, but again since this was processed on 7/21 it has only been 3 business days, so you should still receive your refund within the next 4 business days. Please let us know if you do not hear from the store or our online team by next week. 

  Best Regards,
  Customer Resolution Team
  LensCrafters 
  
  

• Initial Complaint

  Date:07/25/2022

  Type:Delivery 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.

  We originally bought 12 months worth of contacts from Contacts Direct. We returned 6 months worth of contacts back to Contacts Direct. The management told us that once the refund was processed we would receive our refund via a check that would be mailed out from the financial department within in contacts direct. I have called their customer service number multiple times and they tell me that the check has already been mailed and i should have received it by now. I believe that Contacts Direct is willfully committing fraud by not refunding us the money that is rightfully ours.
  
  Our incident number that Contacts Direct issued us is the following: ************

• Initial Complaint

  Date:07/25/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I picked up my new glasses in May from LensCrafters **** ********* **** Jacksonville, Fla. They recommended a new digital lens for my glasses and told me it would be better than the lens I normally get. Well Upon wearing them they were not as clear as my old glasses so I continued wearing my old glasses. In between me purchasing these glasses I contracted Covid which had me in the hospital and home recovering for awhile so I was not leaving the house going out anywhere at all. Today is my first day out in over 2 months and I went to LensCrafters and they said it’s nothing they can do about it. So I’m just out of $400 for some glasses I can’t wear. That doesn’t sit right with me at all regardless of some company policy. I want my lens replaced to fix this I don’t have money to throw away like this.

  Business Response

  Date: 07/25/2022

  Hello *****,

  We have received your BBB and are very sorry to hear that you are unsatisfied. We did forward your feedback to our Management team and they have advised on the following. On 4/30/22, you purchased a pair of glasses. which were dispensed to you on 5/5/22. We do provide every customer with a 30-day satisfaction guarantee, where you can exchange or return your eyewear for a 100% refund, within 30 days of receiving the eyewear.. This information is printed on your receipt, as well as our website. Our management team has stated that you visited their store today to express your dissatisfaction, but unfortunately you have exceeded our 30-day guarantee. We also did not hear from you within the last 2 and a half months regarding your eyewear. We do apologize, but at this time we cannot provide a free replacement or refund. 

  Best Regards,
  Customer Resolution Team
  LensCrafters 
  
  

  Customer Answer

  Date: 07/25/2022

  Better Business Bureau:
  
  
  
  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.

   

  As i stated in my complaint i contracted COVID on 6/2. I had no way of coming to the store to get a replacement on my glasses. The most upsetting part is that I have been a loyal customer damn near all my life but thats over with because i see how you treat your customers. I will be going to the local news and calling a lawyer. I can’t help i got very ill and was unable to come and have my glasses replaced on a product you recommended. 
  
  
  Regards,
  
  
  
  ***** ******
  
  

  Business Response

  Date: 07/26/2022

  Hello *****, 

  As we have stated, we give each customer 30-days from the date they received their glasses, to inform us of any issues or troubles. We do apologize, but you have owned the pair of glasses for over 70 days, and we did not receive a visit or call regarding your glasses prior to your visit on 7/25/22, and this BBB. We are very sorry, but unfortunately we cannot provide a free replacement after the amount of time that has passed. 

  Best Regards,
  Customer Resolution Team
  LensCrafters 
  
  

• Initial Complaint

  Date:07/23/2022

  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.

  I purchased a new pair of RayBan Wayfarer sunglasses on 27 June 2022 at your Nashua, NH location. The case broke already and I returned to the store today to try and get a new one under your 24 month warranty. The kid working the store was exceptionally rude to me and told me I had to purchase a new case. This is unacceptable and I want a new one provided free of charge

  Business Response

  Date: 07/25/2022

  Hello ***** 

  We have received your BBB, and are very sorry to learn about your eyewear case. Please visit our Warranty website at the link below and submit a warranty claim for further assistance. Once the claim is submitted our team will view and reply with options for replacement. Best regards! 

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

  Sincerely,
  Customer Resolution Team
  Luxottica North America

• Initial Complaint

  Date:07/21/2022

  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 placed two orders from Glasses.com on July 15, 2022 using two different email address I own. (#494*********3 via [email protected] and #494*********5 via ********************). I used a 100% off discount code on both orders and both order are confirmed. They canceled all of my prescription glasses on July 20 for invalid reasons.
  
  They first argued that I haven't submitted my prescription within 5 days after orders placed but their website and email actually indicate 10 days which their customer service confirmed. Even if the 5 days policy is true, I submitted one subscription on July 16 and one on July 19.
  
  They then argued that ALL of the frames I ordered are out of stock which are not true as they are still available and can still be purchased from their website.
  
  They also said that my prescription doesn't match the frame but the prescription is from a prestigious nation wide optical store and I submitted two different prescriptions for 4 pairs but they all canceled. Additionally, they cannot provide the evidence that they've reached out to me that my prescriptions do not match frames.
  
  They even tried to say that I didn't submit the prescription in the right format which is also a complete lie. I have done nothing but following their guidelines. What is worse is that they secretly locked my account in the AM of July 21 and secretly altered the amounts of my orders, showing that 40% off code is sufficient to cover my loss. However, my orders had 0 outstanding balances as I used 100% off code.
  
  They offered 20% off, then 30% off, then 40% off. However, none of them can compare the discount I had when I placed my orders. I suspect that they regretted of giving people the 100% off code so tried all means to avoid their responsibilities to fulfill their commitments.
  
  The amount canceled were $1953.5. Even with the best they offered I still have a loss of $1172.1. I urge the firm restore my original orders or compensate the entire amount: $1953.5.

  Business Response

  Date: 07/29/2022

  Hello! 

  Thank you for reaching out to Glasses.com. We want to genuinely apologize for the experience with your recent orders.

  After taking a look into the issue it appears the 100% code that was used for these orders was provided due to a technical issue within our brand and was not a code intentionally provided to the general public. Therefore, we unfortunately we will not be able to honor that discount for the remaining items that were ordered. We do see that there were a few items successfully shipped to you which we are happy to honor.

  However, or the remaining items we are happy to honor 50% off if you wish to place a new order. We understand that this may not be the resolution that you had hoped for, understandably. Unfortunately this is the best solution we are able to offer while maintaining the integrity of our brand and customer service. If you choose to accept the discount of 50% for the remaining items, that code is *********. 

  Again, our sincerest apologies for any inconvenience this may have caused. 

  Glasses.com Customer Care

  Business Response

  Date: 08/12/2022

  Hello,

  We genuinely apologize for the experience with your recent orders.
  
  As we stated previously, after researching the issue it appears the 100% code that was used for these orders was provided due to a technical issue within our brand and was not a code intentionally provided to the general public. Therefore, we unfortunately we will not be able to honor that discount for the remaining items that were ordered. We can see that there were a few items which successfully shipped to you, and we were happy to honor. However, if you would like to order the remaining items, we can only honor 50% off. This is the best and final resolution we are able to offer.

  If you choose to accept the discount of 50% for the remaining items, that code again is: 50GL-AB88. 
  
  Sincerely,
  Customer Resolution Team
  Glasses.com 

  Customer Answer

  Date: 08/15/2022

  Better Business Bureau:
  
  
  
  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.

  Same reasons as I provided before. The business has not provided any new information or resolution in the most recent communication. I request the business provide the contact information of their legal team for me to raise this issue in court.

  
  
  Regards,
  
  
  
  ****** **
  
  

• Initial Complaint

  Date:07/21/2022

  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.

  Had eye exam on May 31st 2022 ordered glasses was told they would arrive in 7 to 12 days Have not received the glasses as of July 20th Paid $698.44!

  Business Response

  Date: 07/25/2022

  Hello *********,

  We have forwarded your BBB review to our Manager Andrea. She said she has called and left a voicemail for you to call her at the store to discuss options when you are available. Please contact Andrea at your earliest convenience, if you have not already. 

   

  Best Regards,
  Customer Resolution Team
  LensCrafters 
  

• Initial Complaint

  Date:07/20/2022

  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.

  It has been impossible to file a warranty claim for the lenses even though I am within the window. They first sent it to Europe for some reason, that department replied after a MONTH and apologized and forwarded it to the North American office. No one has contacted me, even though I've emailed them, too... it has been two months now.
  
  I think they tried to drag their heals so by the time you reach them the warranty has expired.

  Business Response

  Date: 07/21/2022

  Hello *******, 

  We have received your BBB, and are very sorry to learn of your experience. Please use the link below to visit our Warranty website and process a warranty claim. You will click on the link below, and then scroll down to "HOW TO START A SERVICE REQUEST?". After selecting this dropdown, you will then select the brand of your eyewear's link, and proceed to the Warranty Portal for the brand of eyewear you own. From there you will enter information about your eyewear, and proof of purchase. Once we receive the warranty claim, our team will be able to assist you further and provide options for your claim. If you have any questions once the claim is submitted, you can send our team a chat. We have also provided this link as well, below the Warranty website link. 

  Warranty Website: https://www.luxottica.com/en/northamerica-after-sales-service

  Warranty Chat Link: www.luxotticacustomercare.com/aftersalesctc

  Sincerely,
  Customer Resolution Team
  Luxottica North America

   

  Customer Answer

  Date: 07/21/2022

  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,
  
  
  
  
  
  ******* ********
  
  
  
  

• Initial Complaint

  Date:07/18/2022

  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 an item on June 13th 2022, I returned the item on June 16th 2022, in the store they issued me a refund, that was supposed to take 3-5 business days via the information on their website pertaining to returns. Today is July 14th and I still haven't received my money yet!! I've called numerous times, put in numerous complaints and nothing has been done. No one from corporate has reached out to me or anything. The keyholder for the store in ********, ******** is very rude and did nothing to help me at all besides hang up the phone, I spoke with a supervisor by the name of Tyler who told me that I'd have to wait another 5-7 business days for someone to contact me, this is so unacceptable. I'm looking into suing them for this long wait and not obliging what their rules say on the website.

  Business Response

  Date: 07/19/2022

  Hello ****,

  We have received your BBB, and are very sorry to hear that you have not received your refund yet. After researching, we can see that the store issued the credit to be processed on 07/13 to your original payment method. This can take 7-10 business days for the bank to process. For further information after your credit has been processed, we would recommend contacting your financial institution. We apologize for the delay in receiving your refund! 

  Sincerely,
  Customer Resolution Team
  Sunglass Hut 

• Initial Complaint

  Date:07/17/2022

  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 have unsubscribed from LensCrafters emails at least 4 times and they refuse to stop sending me them. This is an illegal practice.

  Business Response

  Date: 07/19/2022

  Hello *****, 

  We have received your BBB and are very sorry to hear you are receiving unwanted emails from us! We have sent your information and email address to our mailing removal lists, so that your email address can be permanently removed from all our marketing emails. This can up to a month to permanently take affect, but you will be fully removed soon. In the meantime feel free to report our emails as spam, or to block incoming emails from LensCrafters. We apologize for any inconveniences! 

  Sincerely,
  Customer Resolution Team
  LensCrafters 

• Initial Complaint

  Date:07/15/2022

  Type:Product 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 ordered some contacts from Contacts Direct's website. The contacts didn't work for me so I reached out to start a return. After a string of inconsistent messages, they finally confirmed I could return since it's within their window. Shipped the contacts back in Mid May 2022. After 3 follow ups with no response I confirmed they were received but they had to send me a check instead of a credit card refund. Fine. June passes and I have no check and zero response from their customer service. After two follow ups I finally emailed from a different email and they said they'd escalate. It's now been two full months. I returned over $100 of contacts, have no response from their customer service, and no check to honor the refund.