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.

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

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  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:07/15/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I visited the ********* location on Thursday July 14th and after waiting for 15 minutes a man with an attitude whose name was ANDREW walks up and says "yes" no welcome in or how are you doing. I ignore it, I continue to tell him that I am here to order contact lenses (I have been doing business with lens crafters for over 6 years have ordered contacts & prescription frames MULTIPLE times) and I asked about a special offer they have if I ordered a year supply. He pulls up my account and tells me that my prescription is expiring next month and he can't order the one year (which had the promotion) and that I NEED to do an exam if I want my 6 month or 1 year contacts. I tell him that I have been a loyal lens crafters for over 6 years have orders multiple contacts and FRAMES and I have even ordered contacts in the same month my prescription is expiring. He then looks me DEAD in the face and says "Its the law I can't sell you any unless you do a exam" (There is not any law & he is pressuring me into spending more money on exams which I don't have right now) after I ask what law he then says "give me a minute" and clicks on his computer for 5 minutes wasting time then goes "My system isn't letting me order anything for you" I tell him that that I will do my exam with my insurance and get prescription frames as well I just don't have additional money right now and I am wearing my last pair of contacts and I literally will be BLIND if I don't get my other pairs! With no empathy or remorse he continues to stare at me and I ask him "are you going to refuse business to me" and he gives me a blank stare and says "yes" I was appalled and disgusted for his lack of remorse for a customer whose been with them for so long then after asking for a manger he says "I am the manager" which I doubt but I grabbed my things left and called another lens crafters a few miles away..... Guess What? Not only was that NOT A POLICY they ORDERED ME A 1 YEAR SUPPLY APPLIED THE DISCOUNT!!!

  Business Response

  Date: 07/15/2022

  Hello *****, 

  We have received your BBB, and are truly sorry for your experience! We have forwarded this to our Regional Manager so appropriate action can be taken. You are correct, there is no law or policy against ordering a customer contacts who has a valid prescription. We are very happy to hear that another store location was able to order your year supply of contacts, as well as provide a discount. Although we cannot discuss employee relations with our customers, we are looking into this issue. We appreciate you bringing it to our attention, and hope you have a great weekend! 

  Sincerely,
  Customer Resolution Team
  LensCrafters 

  Customer Answer

  Date: 07/16/2022

  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:07/13/2022

  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 drove all the way to the store to make the return for a pair of sunglasses. When I arrived I was told that the lady couldn’t make the return because she didn’t have access to their computer system because she had just transfers from a different store. I then went on your chat to talk to someone about my issue. ***** B on chat went on to lie to me and say the reason I couldn’t make the return was because I didn’t print off a return label. I told him that he was lying and that I’ve returned without that before and that on their website it says to make a return you just need proof of purchase and original packaging. ***** continues to lie to me to try to justify that I wasn’t able to return in stores. I just want to be returned my money for the glasses. I can’t get all my time and gas money I spent back. I have screen shots of the chat transcript and I visited the tanger store at 530pm on 7/12.

  Business Response

  Date: 07/14/2022

  Hello ********,

  We have received your BBB, and are very sorry that you could not return your order in-store on your visit. In order for an online return to be processed in-store, you would need to chat or call with our online team to initiate the return process, and be provided a return shipping label through your email address. Once you have the label, you can then print and attach this to your original package and either drop this off at at local Sunglass Hut, or a UPS Store or drop-off point. Please note that under our Returns page on the website it states, "Purchases made on our website can be returned to a Sunglass Hut store (excluding outlets, concessions, and airports).". The Grand Rapids/Tanger Sunglass Hut would be considered an outlet mall Sunglass Hut store. They will not accept an online return without the shipping label printed and attached to the order. If you have not already, please contact our Sunglass Hut team online, and start the return process. Once we receive your package back from either the store or UPS, we will provide you with a 100% refund. 

   

  Best Regards,
  Customer Resolution Team
  Sunglass Hut 
  
  

  Business Response

  Date: 07/14/2022

  Hello ********, 
  
  Here is our Returns information, pulled directly from the website, posted below. As you can see we provide three options for online returns, all which require you to go online first and print a return label, which is provided free from our website or online team if needed. Then you have the option to either – book a pick-up at your place, use a UPS store/drop off or access point, or return this to a Sunglass Hut store. Additionally, under the ‘Return to a Sunglass Hut store” option, it states that it excludes outlets, and that exceptions on returns may apply. We do apologize for any confusion, but you will have to go on our website, or chat with a online team member, to retrieve a return shipping label. Then once you have this attached to your order’s packaging, you can then select one of the three options for a return. 
  
  -------------------------------------------
  
  INSTRUCTIONS FOR RETURNS
  Returning online purchases is super easy and always free. Choose below the most appropriate procedure according to the product you originally purchased:
  1. Standard sunglasses and prescription frame (this process is not valid for customized products and Ray-Ban Stories smart glasses):
  Return through the mail with UPS:
  a) On the “Order status” ************************************* page enter your order number and the email address used when placing your order.
  
  b) Follow the guided procedure and print the Return Label & Authorization.
  
  c) Pack item(s) in the original packaging including any documentation, accessories and manuals received with the product - make sure the package is secure and that the contents do not risk being damaged during shipping.
  
  d) Attach the pre-paid Return Label on the outside of the package covering any previous address label.
  
  e) Once your label is attached and the package is secured, choose between the two options below:
  1. BOOK A PICK-UP AT YOUR PLACE: fill the form at ******************************************************* to book a free pick-up to any address in US;
  2. USE A UPS STORE, DROP-OFF POINT, OR ACCESS POINT: take your return package to one of the UPS locations in the US h************************************* where they will take care of everything for you;
  It usually takes 5-10 business days for returns to be received and processed by our warehouse.
  Customers assume the risk of loss for all items shipped to Sunglass Hut until Sunglass Hut accepts and receives the delivery from UPS. You will be able to track your return on ************
  
  Return to a Sunglass Hut store:
  Purchases made on our website can be returned to a Sunglass Hut store (excluding outlets, concessions, and airports). Exceptions on returns may apply (Sunglass Hut online collaborations and customized orders)
  -------------------------------------------
  
  
  Sincerely,
  Customer Resolution Team
  Sunglass Hut 
  
  

  Customer Answer

  Date: 07/15/2022

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

   

  The return label I received shows an error when I try to open it though. So i guess I just have to keep the sunglasses. 
  
  
  
  Regards,
  
  
  
  ******** ****