Reviews

This profile includes reviews 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.

  4000 Luxottica Pl Mason, OH 45040-8114

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  Luxottica Retail North America Inc.

  1591 Goodman Avenue Cincinnati, OH 45224

• 

  Luxottica Retail North America Inc.

  Western Hills Plaza Glenway Avenue Cincinnati, OH 45238

• 

  Luxottica Retail North America Inc.

  Northgate Mall Cincinnati, OH 45202

• 

  Luxottica Retail North America Inc.

  9936 International Blvd Cincinnati, OH 45246-4852

Review Details

• Review fromJuan R

  Date: 07/03/2025

  1 star
  this a really pain. regards ***** sun glasses warranty. they have it now so u go in circles and don't get warranty. no warranty phone number ,, if u try on line. is not possible. they require receipts. that I don't have. they are 5 years or older. bought them when they said they were life time warranty,, I used to send to ***** beach. now is not. please help. I summited claims with pics name is **** ****. from fl. bad bad bad bad customer service

• Review fromLuke V

  Date: 06/25/2025

  1 star
  Atrocious customer service, they sent the order to a wrong address, claim it’s my fault and then tell me that their final decision is no refund and no replacement. They also deactivated my online account with malicious intent to prevent me from being able to view the order history and shipping info to be able to prove my claim. I’ve screenshot what I needed previously so this isn’t too much of an issue but I’d still prefer to have my account access. Your treatment of customers is absolutely absurd

• Review fromDeb M.

  Date: 05/21/2025

  1 star

  Deb M.

  Date: 05/21/2025

  Will not purchase LensCrafters products again.Purchased LensCrafters prescription glasses - lenses distorted (distorted the appearance of my eyes) because the frames are too big making the lenses thicker than they should have been for allegedly high-index customization; the frames and the lenses are too heavy, theyve never been comfortable on my face and left deep indentation marks. Due to this discomfort / misfit and because LensCrafters had a limited frame selection, I decided to purchase another pair at a different optometry chain - same prescription, same lens customization as my LensCrafters pair, same insurance protection against damage - the difference is that the frame fits my face, the lens thickness is 75% thinner and lighter on my face. What's particularly aggravating is that I paid $900 for an inferior pair of LensCrafters prescription glasses, vs. the pair I recently purchased at another optometry chain for $422 - the majority of the cost for any pair of prescription glasses I purchase is always the lenses due to my poor vision. Compounding my frustration about paying double the price for inferior quality prescription glasses (lenses) is that my vision without glasses is so poor that I rely on store staff to provide guidance. The young woman who worked with me has great customer service skills - I strongly suspect that shes constrained by corporate policy offering a limited number of frames coupled with the upsell (low quality) lens features Im sure you require as sales targets.

  Luxottica Retail North America Inc.

  Date: 05/22/2025

  Thank you for contacting us. I am sorry to hear that your experience at one of our stores did not meet your expectations. We want to ensure we can resolve this as quickly as possible. 
  
  
  
  To ensure the proper team addresses your concerns we need to learn more about your experience in your own words. Please fill out our Customer Care Form so that we can best assist you. Once submitted, please allow up to 5 business days to hear back from the store.
  
  
  
  To access the form, please visit:
  
  ******************************************************* 

  Deb M.

  Date: 05/23/2025

  My complaint above describes my experience in my own words - recommend that you don't use AI as a general responder to these complaints. Prescription lenses are not manufactured at the store level, no one at the store will be able to help me. Please provide more accurate contact information, e.g., your ************************** overseeing lens manufacturing at your corporate headquarters. I also emailed the above to ******************************** with the order number, no response. When contacted by the correct resource at your company, I can also provide pictures of how thick the allegedly high-index LensCrafter lenses are vs. the thinner and lighter high-index lenses in the glasses from another optometry chain that I recently purchased. Not surprisingly, my vision is much better when wearing my new non-LensCrafter glasses.

• Review fromALAIN V

  Date: 05/13/2025

  1 star

  ALAIN V

  Date: 05/13/2025

  Look, Luxotica is a conglomerate...Bygone are the days of craft/quality produced Ray Ban and Persols et. al. I have on three separate occasions called rayban.com in advance to confirm the G15 lenses I plan to order and received respective assurances. Sadly, what I receive and then have to ship back is polycarbonate c-r-u-d. Shame on Luxotica for shadowing a Legacy that WAS Ray Ban by baiting/switching glass:plastic. *********.

  Luxottica Retail North America Inc.

  Date: 05/14/2025

  Hello *****,
  
  
  
  Thank you for the additional information about your survey response and experience with Rayban. Your feedback is essential in identifying opportunities for improvement as we strive to deliver the best possible customer experience.
  
  
  
  In a separate email you will find a *** pre-paid shipping label; please print the label, attach it to the outside of the box and take to the nearest *** location for shipment. Depending on the financial institution, it could take up to 15 business days from the date your package is delivered for the refund to be processed and the funds to be available. You can confirm delivery on the *** website using the tracking number on the pre-paid label. 
  
  
  
  
  
  We apologize for not meeting the level of service expected and for any inconvenience this has caused. 
  
  
  
  Best Regards,
  
  
  
  
  
  Customer Resolution Team 
  
   

• Review fromMichelle C

  Date: 05/02/2025

  1 star

  Michelle C

  Date: 05/02/2025

  AVOID!!!! If I could leave no stars I would because of poor customer service and snotty, rude front staff over the last year. In addition, they play bait and switch with lenses, tell you one thing one time and something different the next, do not stand behind their products or service. ***** only knows how to use the term "I do apologize...." with no appropriate support for when they do not deliver promised goods and services. She refused to escalate this to her boss. I have been told to file a claim with Pearle **** who also just turns it back to this location because they are a franchise and have no responsibility to what Pearle promises. It's a vicious cycle with no resolution, and a waste of several hundred dollars, and all of my time. No matter how they may respond to this, if they even do, believe me when I say they do not mean it and will do nothing to help you when you need it. You can see the canned reply they use for most of the one star ratings left here. Do not recommend, do not go here.

  Luxottica Retail North America Inc.

  Date: 05/05/2025

   Store Response
  
  Is Issue Resolved?
  
  No
  
  Is Customer Contacted?
  
  Yes
  
  Resolution Category
  
  Explained Policy/Process
  
  Resolution Notes
  
  She wasn't happy with why her lenses are Unity lenses.
  
   Associate Information
  
  Associate Name
  
  ******* **

• Review fromAlicia G.

  Date: 04/29/2025

  1 star

  Alicia G.

  Date: 04/29/2025

   I hope this email gets to the right person. I have been purchasing my glasses and sunglasses from an outside source for years now and bringing them to Target optical in Holyoke Ma to put my prescription lenses in them. I buy high end glasses and sun glasses that is the only reason I do not purchase them from Target. The customer service is usually very good and the prices are reasonable. Around 3:30 today (April 28, 2025) I went into the store like I usually do to inquire about getting my lenses put into my new sunglasses because my prescription has changed (receipt was present) I was barely greeted by the three women that were working and when I asked about my sunglasses one of the workers looked at them and said “we do not have the lenses for these” she didn’t bother to look it up on the iPad, which they always do. I then stated “that’s weird you guys never said that in all the years I’ve been coming here but ok.” I left and went to your Enfield location and had my sunglasses looked up and had no problem purchasing new lenses. I feel offended and disrespected by the customer service I received at the Holyoke target optical location. Thank you

  Luxottica Retail North America Inc.

  Date: 05/05/2025

  To ensure the proper team addresses your concerns we need to learn more about your experience in your own words. Please fill out our ********** Form so that we can best assist you. Once submitted, please allow up to 5 business days to hear back from the store.
  
  
  
  To access the form, please visit:
  
  ********************************************************************************;
  

• Review fromS. E.

  Date: 03/16/2025

  1 star

  S. E.

  Date: 03/16/2025

  I scheduled an appointment to correct my prescription, but things quickly went downhill. When I arrived, they asked me where my contacts & because I didn’t have them they wouldn't let me see the doctor. Despite having an appointment, everyone who came after me was seen first. When I asked why and stood up for myself, I was rudely called names. It was unprofessional and disrespectful.

  Luxottica Retail North America Inc.

  Date: 03/20/2025

  Thank you for contacting us. I am sorry to hear that your experience at one of our stores did not meet your expectations. We want to ensure we can resolve this as quickly as possible. 
  
  
  
  To ensure the proper team addresses your concerns we need to learn more about your experience in your own words. Please fill out our ************* Form so that we can best assist you. Once submitted, please allow up to 5 business days to hear back from the store.
  
  
  
  To access the form, please visit:
  
  *********************************************************************************;

  S. E.

  Date: 03/23/2025

  I submitted a complaint on your site, yet despite your promise to respond within 5 days, its been weeks with no reply. To add insult to injury, the store is now calling to confirm a follow-up appointment, even though I explicitly requested to cancel all my appointments. Furthermore, they charged me a copay, which I have already reported to my credit card company.

• Review fromMary O.

  Date: 03/10/2025

  1 star

  Mary O.

  Date: 03/10/2025

  I purchased ****** prescription lens and frames through a retailer (pearl vision). They shipped the lens and frame direct from the manufacturer to the retailer. The lens were prescription, transitional, bluelight protective, scratch-resistant custom lens, so they cost of ($500) even with eye insurance. They sent the lens and frame defective as the lens did not fit perfectly in the frame. When I notified the retailer, the retailer said they could not adjust the lens or fix it because they came straight from the manufacturer defective like that. Then, I made a warranty claim through ****** website, I sent pictures and explained the issues and they accepted the warranty claim. I shipped the defective frames with then lens still in the frame believing they would remove the lens and put them in the new frames) Again, I could not remove my lens from the frame myself without damaging the lens.Luxottica sent me a new frame with clear non-prescription lenses and did not return my original prescription ($500+) lenses. When I notified two different customer sales representatives through e-mail and web chat, both representatives stated it was my fault for sending my lenses with the frame because the warranty did not cover lenses and my glasses could not be recovered. By way of analogy - when you make a phone warranty claim for a broke screen, do they make you remove the screen from the phone and mail it in parts? NO! No reasonable company with a legitimate warranty would require this. Requiring consumers to remove their lenses from defective frames to claim a Warranty is absurd regardless of whether the lenses are covered under the warranty or not!Luxottica's warranty processes and procedure renders the warranty completely illusory. As an attorney, it is my opinion, this is a consumer warranty scam, it is misleading, and a misrepresentation. I will never buy Luxottica products again.

  Luxottica Retail North America Inc.

  Date: 03/11/2025

  To ensure the proper team addresses your concerns we need to learn more about your experience in your own words. Please fill out our ************* Form so that we can best assist you. Once submitted, please allow up to 5 business days to hear back from the store.
  
  
  
  To access the form, please visit:
  
   ****************************************************************************

• Review fromRandy G

  Date: 03/06/2025

  1 star

  Randy G

  Date: 03/06/2025

  I ordered a replacement pair of lenses from Luxottica Group (****** Sunglasses) on or about Feb 4th 2025. I received the replacement pair on Feb 6th. I noticed that one of the lenses did not fit my frames properly and the color was off. I contacted customer service about the issue and was told another replacement pair would be sent to me. Now over a month later I still haven't received them so I again contacted customer service. The first agent spoke too informed me that wasn't policy and I would have to return the lenses and get a refund. I did not want a refund. I wanted my lenses. They essentially said the other agent made a mistake per policy and did not deny the existence of that conversation. After much back and forth they ended the conversation so I stayed on the chat and requested another agent. That agent then informed me they had no record of the conversation from Feb 6th 2025. I even provided them with screenshots of photos with details of when I took and sent those photos. Neither agent wanted to honor the agents previous statements about sending me another replacement pair. The 2nd agent without saying it directly also called me a liar. Beware buying ****** Sunglasses!!!

  Luxottica Retail North America Inc.

  Date: 03/10/2025

  Hello ******

  
  

   

  
  

  Order ********* was fully refunded to the original form of payment on 3/6.

  
  

   

  
  

  Please feel free to place a new order for the correct size lenses that you need at your own convenience.

  
  

   

  
  

  Thank you,

  
  

  Luxottica Customer Resolution Team

• Review fromRoland G.

  Date: 02/26/2025

  1 star

  Roland G.

  Date: 02/26/2025

  I want to make a formal complaint on this store. I've been to this store two times now. The only thing that had me come back is how fast the eye exam is there. But everything else is horrible. I've had the same insurance for 6 years now. And I know what my copay are. Both times I went I've waited until I had both frames and lens covered. The first time I picked everything out and was told after insurance my total cost was $160 this second time I got frames under what my insurance pays and got the exact same lens options as last time and somehow after my insurance i paid $260 and nothing major changed in my prescription these bith were single vision. My second complaint is the turn around time. The first time I went I was told I would have them in a week and a half, 3 weeks later they finally come in. This second time I was told 2 weeks tops. I'm going on the fourth week with no glasses. I went by today and was told 1 lens made it in but the other didn't because the transitions is on back order. Now i ended up calling not just ****** works, not just ********* **** but also another ****** vision acting like I just wanted my prescription lens with transitions and asked if it was on back on and I was told they are readily available no issues getting them. This pearle vision at **** ******* *** Athens ga is 1. Ripping people off they are setting their own prices as the other stores including the other pearle vision went over my benefits and my cost was around $145 but 2. 4 weeks is ridiculous to get lens in when my wife got her exam at the other pearle 2 weeks after mine and already got hers back.

  Luxottica Retail North America Inc.

  Date: 02/28/2025

  Hello *******

  
  

   

  
  

  Thank you for contacting us. I am sorry to hear that your experience at one of our stores did not meet your expectations. We want to ensure we can resolve this as quickly as possible. 
  
  
  
  To ensure the proper team addresses your concerns we need to learn more about your experience in your own words. Please fill out our Customer Care Form so that we can best assist you. Once submitted, please allow up to 5 business days to hear back from the store.
  
  
  
  To access the form, please visit:
  
   *******************************************************

  
  

   

  
  

  Thank you,

  
  

  Luxottica Customer Resolution Team