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. 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

Review Details

• Review fromR. H.

  Date: 01/07/2024

  1 star

  R. H.

  Date: 01/07/2024

  I ordered 4 boxes of contract lenses online, because my local store can't order them? Two boxes were sent with the wrong prescription. I chatted into customer service who gave me a return label, and advised they corrected my prescription, and ordered the correct lenses. I asked to have the lenses sent next day air for the inconvenience and was advised the would be sent as such. The order was sent by ground and I never received an email that the order was ready for pickup. I checked the status and drive to my local store. I was given the wrong customers box. I went back and received MY box, this time all 4 lenses were wrong. I called and was advised the call center had no supervisors on the weekends? I called back and spoke to someone who acknowledged all the errors, and advised the lenses would be sent next day to my address. On day 4 I checked the order number and saw my order canceled due to being unable to verify my prescription (Previously verified 2 times). I called and spoke to ********* and asked for a supervisor, and received push back. After FORTY FIVE MINUTES of explaining the issue and get looking into it, the agent brought a manager on the line, with no heads up or warning to me. The manager then read the correct prescription, double verified the prescription and sent over night. This time I was provided an order number not recognized by lenscrafters online order tracking. I eventually called my local store and determined they were delivered there, without notice to me. I drove to my store and two boxes were wrong, yet again. At this point I've received a refund but this nothing in terms of using my annual benefits because it's now a new year, and lenscrafters clearly cannot handle mailing the right order.

  Luxottica Retail North America Inc.

  Date: 01/09/2024

  Hello *******

  
  

   

  
  

  We apologize that you had multiple issues with multiple orders.

  
  

   

  
  

  After reviewing your account, here is what we were able to find:

  
  

   

  
  

  Original order *************  - Wrong prescription

  
  

  Replacement order ************* - Delivered 12/22 but you claim you did not receive it. 

  
  

  2nd Replacement order ************* - Cancelled due to Rx issues

  
  

  3rd replacement order ********** - shipped with next day air

  
  

   

  
  

  Since we apparently are unable to properly fulfill this order for you, we went ahead and issued a refund in the amount of $97.96 on 1/3.  

  
  

   

  
  

  At this point, we suggest working with the store to exchange your incorrect product for the correct one.

  
  

   

  
  

  We apologize for this inconvenience,

  
  

   

  
  

  Thank you,

  
  

  Luxottica Customer Resolution Team

  R. H.

  Date: 01/09/2024

  My local shop cannot handle contact lense orders, that was my first course of action.
  Please review my interactions with the agents as I never claimed not to receive an order.
  Whoever handles these responses for Luxottica is completely unprofessional and lacks the ability to provide empathy or to de-escalate a situation.
  Maybe some day I'll get the call I've requested on my 4 email surveys. The fact that the company is unable and unwilling to accept responsibility for their incompetence and inaction and will resort to shifting responsibility to any/everyone else is telling.
  Obviously not accredited by the BBB and very deserving of the D- rating.

• Review fromMatthew L

  Date: 01/02/2024

  1 star

  Matthew L

  Date: 01/02/2024

  I placed an order through their website 3 weeks ago, choosing the 6 to 8 day delivery option. The order is still listed as "processing" and the estimated ship date keeps getting pushed forward. Attempts to contact customer service have been in vein, and have been sitting in perpetual queues on both phone and website. I can't even contact them to cancel my order.

  Luxottica Retail North America Inc.

  Date: 01/03/2024

  Hello *******,

  
  

   

  
  

  Thank you for reaching out to Glasses.com via the BBB.

  
  

   

  
  

  After reviewing order *************, it appears that on 12/18, 12/23, 12/30, and again on 1/3 that your order was delayed.

  
  

   

  
  

  As such, we can either continue to wait for the order, which at this point has no estimated delivery date. Or we can cancel the order for you.

  
  

   

  
  

  Please reach back out to us and let us know.

  
  

   

  
  

  Luxottica Customer Resolution Team

• Review fromElijah D

  Date: 12/30/2023

  1 star

  Elijah D

  Date: 12/30/2023

  I walked into the store and purchased my $314.00 +25.00 tax ******* ******, then I was suckered into a too good to be true warranty for $20 and was told if I walk outside and drop them them on the ground right now, I will be able to replace them for a $40 co pay. I can't claim my warranty, because my glasses aren't in stock, and they will only exchange them for glasses of lesser or equal value and won't refund the difference in any form. Store credit or cash (what I paid with). So my only reasoable option would be to wait until they randomly restock it. After calling the customer service hotline 6 times in an hour with really poor navigation for support, I finally found an article with the correct button pathing to actually connect to a live agent, and the lovely lady at corporate said they stopped shipping those glasses out completely and the only ones I could even possibly obtain would have to be shipped from a store. Hooray, now I'm on hold indefinitely until my glasses arrive. I'm not saying I'm entitled, but I'm getting thrown through hoops. I read the terms and conditions, and the exchange/return policies. Because I damaged my glasses within the first 30 days I'm uneligible for a refund due to stocking issues? I have call logs dating back to September when I called asking to see if they had my pair of glasses in stock. I have since been in the store 10 times. I am frustrated and tired of thinking about it.

  Luxottica Retail North America Inc.

  Date: 01/02/2024

  Hello ******,
  
  
  
  Thank you for reaching out to Sunglass Hut via the BBB. We are providing you with the link to our Luxottica ************* Form. This form will request all necessary information, so that we may address your concerns as quickly as possible. We are currently responding to all submissions within five business days.
  
  
  
  

  
  

  In the meantime, we suggest that you attempt to reach out to a different store location to see if they have the frame you are looking for in stock. 

  
  

  To access the form, please visit:
  
   
  
  **************************************************************
  
  
  
  
  
  Best Regards,
  
  
  
  $incidents.assigned.acct_id
  
  Sunglass Hut *************

• Review fromMichael L

  Date: 12/28/2023

  1 star

  Michael L

  Date: 12/28/2023

  Order not shipped 34 days after placed with expedited shipping, 24 days after estimated delivery date, 20 days after I received the EOB from insurance, and 17 days after phone support said glasses were in final production stage and would ship within 7 days. Unrelatedly, needed to update payment method 34 days after order placed. Support was polite and helpful but said the "escalation team" told her updating payment method was impossible and only options would be for them to reprocess order or to cancel and resubmit order. Did not offer a discount or anything else for my having to submit multiple support tickets and spend hours on the phone (and lack of glasses for a month). When I requested a discount, they refused, admitted they had lost my order at shipping stage, and said I would need to cancel and resubmit the order. Obviously, I cancelled the order and told them they needed to contact my insurance to correct this. Summary: do not trust glasses.com estimated delivery dates, do not order from glasses.com if you have a need for your glasses on any reasonable timeline, and do not order from glasses.com unless you're prepared to spend an inordinate amount of time trying to get your glasses sent to you.

  Luxottica Retail North America Inc.

  Date: 12/29/2023

  Hello *******,

  
  

   

  
  

  Thank you for reaching out to Glasses.com via the BBB.

  
  

   

  
  

  After reviewing your order *************, we have submitted a cancel request, as this order was seemingly lost in the mailroom on 11/27, and has not been updated since.

  
  

   

  
  

  As such, I have replaced your order for you with order 6894510149190.  You should be getting an email confirmation shortly. 

  
  

   

  
  

  We greatly apologize for the delay of your order, and we appreciate your patience and understanding. 

  
  

   

  
  

  Thank you,

  
  

  Luxottica Customer Resolution Team

• Review fromBarbara L

  Date: 12/27/2023

  1 star

  Barbara L

  Date: 12/27/2023

  I still have not received the credit on my credit card processed Dec 7, 2023 from ************* ( Lens Crafters).

  Luxottica Retail North America Inc.

  Date: 01/02/2024

  On 12/13/2023 this issue was resolved,

  
  

  "

  
  

  Hello *******
  
  
  
  Thank you for sharing your experience with LensCrafters, as your feedback is essential in identifying opportunities for improvements.
  
  
  
  LensCrafters Care Form ticket ************ has received a response from our management and has been closed: "Spoke with the customer and she will return to the store to take care of the return. Thank you."
  
  
  
  The Customer Resolution team serves as a mediator; we are not able to override store management decisions. We apologize for not meeting the level of service expected and for any inconvenience this has caused & we hope this satisfactorily addresses your concerns.
  
  
  
  
  
  Best Regards,
  
  Cat L.
  
  
  
  Customer Resolution Team
  
  North America Shared Services
  
  Essilor Luxottica
  
  Luxottica North America
  
  4000 Luxottica Place
  
  *****, **** 45040

  
  

  "

  
  

   

  
  

  Thank you,

  
  

  Luxottica Customer Resolution Team

• Review fromJoyce L

  Date: 12/22/2023

  1 star

  Joyce L

  Date: 12/22/2023

  I made an appointment but was seen by another provider without any apology or acknowledgement. I can read. Did not see any sanitization process in both exam room and pre-exam room for eye exam check. I went in to get my eyes checked, nothing was sanitized prior to that while I waited. I went in to do several eye exam for my vision but they were having trouble measuring pressure in my eye - which took about 8 tries. I proceeded to another room after another pt eye exam with another prescriber (not the one I made appointment with). Next day, my eyes were swollen and felt a bump in the middle of my eye which was clearly infected and red. I went back to resolve the issue- since my eye was normal previously, I addressed their unsanitary concerns but was brushed off and denied. I was asked for payment OUT OF POCKET to even see a prescriber to address the possible issue. Apparently, it is not possible that there would be any issues and they never heard of such complained (however, if you read their yelp reviews- THEY DO NOT SANITIZE AT ALL!!). I only see hand sanitizer there and not wipes. The prescriber refused to address the issue, and ask for payment out of pocket to even be considered to address concern and taking any accountability. I have gone to numerous eye exams but never in my entire life have I had an infection and swollen eyes after an appointment. These are eyes and they're very precious and can cause blindness. It is appalling that a healthcare professional refuse to take any accountability because they are in a high rise building. I don't even know how they pass inspection. I have never been to a place that did not sanitize the frames, equipment but claim they do and refuses to show any sanitizing reports. I am one of the unlucky ones, but this is unacceptable and negligent of a medical profession with such a fragile part of your body. ********* just hides behind his office when there are issue vs. addressing them. Outright disgusting to ask for money first.

  Luxottica Retail North America Inc.

  Date: 12/26/2023

  HelloJoyce,
  
  
  
  Thank you for reaching out to us regarding your complaint. I am providing you with the link to our Luxottica Customer Care Form. This form will request all necessary information, so that we may address your concerns as quickly as possible. We are currently responding to all submissions within five business days.
  
  
  
  To access the form, please visit:
  
  
  
  ***********************************************************************
  
  
  
  
  
  Best Regards,
  
  
  
  LensCrafters CustomerResolution Team

• Review fromBita E

  Date: 12/20/2023

  1 star

  Bita E

  Date: 12/20/2023

  I have had the most unpleasant experience at the Sunglass Hut located in Town Center, Boca Raton Florida. First, when I entered the store I was not greeted. No hello, no how can I help you? I wanted to return the sunglasses I had bought less than 24 hours before from another Sunglass Hut in the same mall. The manager, said "go to the same store you bought it from". I said I have back pain and I am here please process here. She took 10 minutes spraying, cleaning, and at times using her fingernails to inspect the glasses. Then when I asked "what are you looking for"? She said, "there is a spec on these lenses, I can't accept damaged glasses". I asked for her name she wouldn't give it to me! I went to the same store I bought them from and returned them in 2 minutes. I believe the manager of the first store is doing a great disservice to Sunglass Hut. She was very rude and does not understand customer service, definitely not manager caliber! The receipt says "EASY RETURNS"! Not really.

  Luxottica Retail North America Inc.

  Date: 12/21/2023

  Hello*****
  
  
  
  Thank you for contacting us regarding your experience in one of our stores. We are providing you with the link to our Luxottica ************* Form. This form will request all necessary information, so that we may address your concerns as quickly as possible. We are currently responding to all submissions within five business days.
  
  
  
  To access the form, please visit:
  
   
  
  **************************************************************
  
  
  
  
  
  Best Regards,
  
  
  
  
  
  Sunglass Hut Customer Resolution Team

• Review fromJenna L

  Date: 12/17/2023

  1 star

  Jenna L

  Date: 12/17/2023

  They have canceled my online order two times now with ZERO explanation. I uploaded my prescription from a Lens Crafters optique store. When I called in I was told they couldn’t verify the prescription because NO ONE TOOK THEIR CALL FROM THE STORE. The websites and the stores “aren’t related.” I placed another order and it was more expensive for the same exact contact lenses and they told me “they couldn’t honor Black Friday pricing” even though THEY canceled my order. I placed my second order and it was just cancelled AGAIN with zero explanation. This all started as of 11/16/23 and it is a month later and I have no contacts. I can’t even submit via the “contact” form on the website on any device. Garbage website, garbage stores, garbage company rhay I will not go back to. The retail location is ** Broad street in NYC.

  Luxottica Retail North America Inc.

  Date: 12/18/2023

  Hello Jenna,

  
  

   

  
  

  Thank you for reaching out to LensCrafters via the BBB.  We regret to hear that your orders were cancelled as we were unable to reach your eye doctor over the phone. 

  
  

  We appreciate your continued loyalty. Please use the code below on your next online purchase to receive 50% Off (ONLY 1 Item up to $500). Valid until 9/30/24. Offer is not valid on clearance items, limited edition items, cannot be combined with other promotions/sales/insurance, and can only be used for purchases on our website. Other exclusions may apply.
  
  
  
  
  
  
  
  
  
  Promotional Code: LC_CS_50POFF_R8GP3T

  
  

   

  
  

  Thank you,

  
  

  Luxottica Customer Resolution Team

• Review fromBarbara L

  Date: 12/08/2023

  1 star

  Barbara L

  Date: 12/08/2023

  I had an in store eye exam and was very disappointed because I was not informed of an additional charge of $39 for a FUNDUS PHOTOGRAPHY beforehand. When I asked for a bill I only received a copy of the test results. The next day, I went back and spoke to the store manager and received a copy of my bill. It said my eyes were dilated, however they were not. I dont feel my test results were accurate as the lighting was poor. I did another eye exam elsewhere and received different results. I believe I should be refunded the total cost of the eye exam($89 insurance + $39 fundus photography).

  Luxottica Retail North America Inc.

  Date: 12/11/2023

  Hello *******,

  
  

  Thank you for reaching out to LensCrafters via the BBB. I am providing you with the link to our Luxottica Cares Form. This form will request all necessary information, so that we may address your concerns as quickly as possible. We are currently responding to all submissions within five business days.
  
  
  
  To access the form, please visit:
  
  
  
  ***********************************************************************
  
  
  
  
  
  Best Regards,
  
  
  
  Luxottica CustomerResolution Team

• Review fromRosa A

  Date: 12/06/2023

  1 star

  Rosa A

  Date: 12/06/2023

  Very abusive practices in regards of pricing. Team members are not very honest when it comes in disclosing fees

  Luxottica Retail North America Inc.

  Date: 12/12/2023

  Hello ****,
  
  Thank you for contacting us regarding your concerns. I am providing you with the link to our Luxottica ************* Form. This form will request all necessary information, so that we may address your concerns as quickly as possible. We are currently responding to all submissions within five business days.
  
  To access the form, please visit:
  
  ***********************************************************************
  
  
  Best Regards,
  
  LensCrafters *************