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 fromMitali C

  Date: 10/12/2023

  1 star

  Mitali C

  Date: 10/12/2023

  The after sales horrible horrendous. You keep explaining them your issues that they will ignore you, never answer your questions. I had a warranty submission everything attached invoice everything. But they just choose to not answer to my emails. ****** after sales for such a big company. Dont even bother contacting. Just consider you dont have a warranty after buying that expensive product

  Luxottica Retail North America Inc.

  Date: 10/16/2023

  Hello Mitali, 
  
  
  
  Thank you for reaching out to Luxottica via the BBB. 
  
  
  
  We regret to hear about the issues with your Luxottica warranty and service request, ********, and issues with communicating with customer service.
  
  
  
  After reviewing your account, we have shipped your replacement order, *********, for the *** **** ****** glasses. Please allow up to 15 business days for your new order to be shipped and delivered. You will receive an email confirmation, with your new tracking number, to the email address on file for your service request, ********, once your replacement order has been shipped. Your damaged glasses do not need to be returned to us, at this time.
  
  
  
  Thank you, 

• Review fromJason S

  Date: 10/09/2023

  1 star

  Jason S

  Date: 10/09/2023

  Absolutely terrible company. I have tried to warranty their overpriced sunglasses 4 times in the last 4 months and their system is perpetually down. I contacted customer service and the answering service is worse than the Federal government systems, it’s optimized to waist as much time as possible. The online Chat service is even worse, they literally can’t do anything for you and it’s likely not even a human you’re chatting with. It’s just a fake service that’s a closed loop, not joking try it yourself.

  Luxottica Retail North America Inc.

  Date: 10/10/2023

  Hello ******

  
  

  Thank you for contacting Luxottica After Sales. We value you as our customer and want to ensure you receive the best possible care.
  Please note, Luxottica Warranty and Repair Service Center covers manufacturer defects up to 2 years of purchase and does require a proof of purchase.
   
  If you placed your order within the last 30 days, please follow up with the retailer from which you purchased your eyewear to inquire about their return policy.
   
  All new warranty evaluation claims must first be submitted online.
   
  Please visit ***************************************************** to submit a warranty claim if you reside in the US. If you are outside the US, please visit ***************************************** select your country, and brand of frames for your warranty claim.

  
  

   

  
  

  If you continue to encounter issues, we recommend you try a different web browser or device.

  
  

   

  
  

  
  Again, thank you for contacting Luxottica After Sales.

  
  

  If you need immediate assistance, please chat with us M-F 9a – 5:30p EST at:

  
  

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

  
  

  
  Have a great day!
  

  
  

  
  Best Regards,

  
  

  Luxottica Customer Resolution Team

• Review fromJoseph R

  Date: 09/28/2023

  1 star

  Joseph R

  Date: 09/28/2023

  I go waste money for an an eye exam and they won’t process my card on the phone to order contacts because they allegedly can’t run debit (only business on the planet that has a card machine but can’t run debit. So I have to drive an hr there so they can probably try and sell me useless stuff, which I won’t do.

  Luxottica Retail North America Inc.

  Date: 09/29/2023

  Hello *******

  
  

  Thank you for the additional information about your survey response and experience with Luxottica.

  
  

  We regret to hear that your payment could not be processed over the phone.  Your feedback is essential in identifying opportunities for improvement as we strive to deliver the best possible customer experience.
  We expect our customers to feel welcome, cared for and important; we apologize if you felt this was not the case. We appreciate your candid and constructive comments and have forwarded your feedback to our management team to ensure the matter is properly addressed.
  We apologize for not meeting the level of service expected and for any inconvenience this has caused. Again, thank you for your time and for being a valued customer.

  
  

  Best Regards,

  
  

  Luxottica Customer Resolution Team

  
  

  
  

• Review fromCathy L

  Date: 09/27/2023

  1 star

  Cathy L

  Date: 09/27/2023

  Save your sanity, DO NOT shop at Sunglass Hut store **** ** *** **** **** ****** in Lancaster, PA ****1. Manager and employee there has major ethical issue. The “manager” Kiara, with dark hair and bright red lipstick, is narcissist to customers. We purchased a pair of sunglasses for $147 a few days ago and we tried to exchange it with a different style. At purchase time we were given the display pair rather than a pair from the drawer. The store refused to let us return or exchange sunglasses when the receipt clearly says 30 days “easy” return policy. She blatantly lied claiming the returned product was defective when there is no defect at all. At first, she said we can only exchange for the same style which defies the reason why we need to exchange. Then after much fuzz she shoved another style of sunglasses in the bag and said “Isn’t this what you want? This pair is $199, now get the **** out of there…” She kept the original receipt and refused to give us a new receipt. We asked her to process the return of the original pair and then ring up the new pair and we will gladly pay the difference. We’re not going to walk out the store with a merchandise and no receipt and we will not pocket the $50 difference. Again, the store refused to process the new receipt. We said then ok we will want to return the pair we bought and get a refund. We asked to speak to the management and the “manager” refused to give us the phone number of the management of Sunglass Hut. Then the “manager” called her phone for the mall security and threatened to call the police. We would gladly meet the mall security and explained the situation but no one showed up. Therefore, we aren’t sure if she spoke to mall security on the phone or just a scare tactic. After much fuss the “manager” slapped the $147 cash on the counter and told us to leave the store and never return. All through this she did not process the return on the register. The whole incident was such a shock.

  Luxottica Retail North America Inc.

  Date: 09/28/2023

  
  
  Thank you for contacting us regarding your experience at store 4203. In order for us to be able to follow up with you properly regarding this review, we are 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,
  
  Sunglass Hut Customer Care Form

• Review fromTatyana K

  Date: 09/20/2023

  1 star

  Tatyana K

  Date: 09/20/2023

  LensCrafters has the worst customer service and refuses to support their product. I purchased 2 pair of glasses for my daughter, so she has a spare in case something happens. She was using the one for about 2 months and the second pair was in the case unused. When she tried to wear the second pair, she couldn't see and wasn't sure what was wrong. After a while, she found a very fine crackles inside the lenses that were hard to even notice. She went back to the Boca Raton store and was told that she must of left them on the sun for too long and that the warranty is expired, so there is nothing they can do. The glasses have transitional lenses and are supposed to be used as sun glasses, therefore 'left them on the sun" explanation made no sense. I tried to call the manager of the store and explain that the glasses have not been worn yet. I was told they are out of warranty once again. I brought the glasses to a different LensCrafters store in NJ, showed to the manager and asked what's wrong with them. The answer was astonishing: this is called 'crazed" glass and it accurse when the lenses are overheated during the process of putting the transitional coating. Therefore, this was a damage that happened during the production of these lenses. She called the customer service and made a statement on the record confirming her findings to the customer service rep. However, my claim was denied again. I had escalated the complaint to the reginal manager and received an offer: they will only charge me 50% instead of the full price for replacing the damaged lenses. I had tried to escalate it to the next level but hit the brick wall: there is no information or contact for any higher authorities and all I was getting was "you got the best offer we could give you". I refused to spend another penny with LensCrafters and had to pay another provider for replacement of the lenses.
  
  
  
  
  

  Luxottica Retail North America Inc.

  Date: 09/21/2023

  Hello *******,
  
  
  
  Thank you for reaching out to LensCrafters via the BBB.

  
  

  We regret to hear about your experience at one of our stores that left you dissatisfied.

  
  

  After reviewing your complaint, it does appear that the store has already resolved your complaint as you mentioned that they offered you 50% off a new pair, and that this is likely the best they can offer given these circumstances.

  
  

  However, we are 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 Customer Resolution Team

  Luxottica Retail North America Inc.

  Date: 09/21/2023

  Please see the message from the Regional Manager from 12/15/2022

  
  

   

  
  

  "We will make the exception and remake these. Ill ensure there are notes added on file regarding the exception, "

  
  

   

  
  

  Please visit the store for further assistance.

  
  

   

  
  

  Thank you,

  
  

  Luxottica Customer Resolution Team

• Review fromJolanta F

  Date: 09/16/2023

  1 star

  Jolanta F

  Date: 09/16/2023

  Dr. Douglas S******l is a horrible mood, doesn’t listen to his patients, wouldn’t let me explain what’s wrong with my prescription, because “I get to write prescriptions, not you “his exact words. When I mentioned that the measurements might be invalid or a little off, and I would like to double check on that, he just lost his temper, threw the paperwork across the room and literally screamed “I’m done dealing with you guys “and just left the room. She’s a very rude, disrespectful and unprofessional just like his staff in the front. Dr. Douglas S******* needs some serious, anger management and some mental counseling. I was ashamed in front of my own son how we got treated at his office today. Also, I just want to throw it out there. Their prices for contact lenses are outrageous. Don’t ever buy from them you can get it for half the price at * *** *********

  Luxottica Retail North America Inc.

  Date: 09/18/2023

  Hello********
  
  
  
  Thank you for reaching out to us via the BBB. We are 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 fromU. M.

  Date: 09/12/2023

  1 star

  U. M.

  Date: 09/12/2023

  I ordered a pair of Gucci sunglasses online about a month ago, order#********. To this very day, I have not received the glasses or any answers from the Sunglass Hut Support team. I've called well over 10 times regarding this. I was told to wait 3 weeks... I waited...Called...Was told to wait some more...Waited...Called....Was told to wait even longer. Absolutely one of the worst customer service experiences I've ever had. I've escalated the issue multiple times and still don't have any answers. The company just scammed me out of my hard-earned money!

  Luxottica Retail North America Inc.

  Date: 09/13/2023

  Dear *****

  
  

  An internal investigation indicated that the carrier has delivered the package at the address indicated by you. We recommend opening a claim with the carrier directly.

  
  

  We are sorry for the inconvenience.
  
  Sincerely

  
  

  Luxottica Customer Resolution Team

  U. M.

  Date: 09/13/2023

  Whenever I try to contact the carrier I am redirected to contact you as you are the seller. Please explain to me why you are telling me this when NO ONE from Sunglass Hut's team has reached out to address this with me. I just called yesterday and was told to wait another 2-3 business days for an update... So where exactly is your information coming from and why does your customer service team provide a different answer? They asked me to wait some more. Its extremely disappointing that you give your customers the runaround. I would like a replacement or refund as promised by your customer service team time and time again!!!

• Review fromDon B

  Date: 09/01/2023

  1 star

  Don B

  Date: 09/01/2023

  This company continues to disappoint. Last year I had a check up to get a new pair of lenses. 3 weeks after the appointment I called to see if my new lenses had arrived. The lady on the phone told me that me lenses were never ordered. I was upset but it happens so she told me they they would be ordered now. 2 weeks later I called to see if they arrived yet only to find out that they still were not ordered!!! I was assured this time that they were being ordered and they did arrive a few weeks later. Fast forward to 3 weeks ago I made a phone call and spoke with the manager (a woman) about reordering a pair of glasses for me as I broke them. She assured me that she would order them for me. 3 weeks later (today) I called and the same lady I spoke with a few weeks ago told me that they were never ordered and said that she never remembered me calling in to place the order. I used some choice words with her as she was calling me a liar and didn't apologize for her lack of professionalism. She then told me they would be ordered now and hung up on me. I tried calling back (over 10 times) and of course nobody answered. How does she still have a job? The lack of professionalism here is astounding. I'm sure she or the company will write a clever response below and tell me that it never happened but my phone record doesn't lie. Yes, I used profanity because this was the 3rd time it happened. Fire whomever is responsible for not doing their job. You can see by the other reviews that I'm not the only one having issues like this....

  Luxottica Retail North America Inc.

  Date: 09/05/2023

  Hello ****
  
  
  
  Thank you for reaching out to us regarding your BBB complaint. We are 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,
  
  Luxottica Customer Resolution Team

• Review fromTorrie H

  Date: 08/23/2023

  1 star

  Torrie H

  Date: 08/23/2023

  I contacted the customer care team in regards to an experience with one of your stores. I received a message that someone contacted me and that the issue was resolved. The store located in Kenwood Square purposely ignores their customer and will choose who they want to help. From what I see, this company has horrible customer service. I will never visit LensCrafters again. This place has lost a loyal customer.

  Luxottica Retail North America Inc.

  Date: 08/25/2023

  Hello *******

  
  

   

  
  

  Thank you for reaching out to Luxottica via the BBB.

  
  

   

  
  

  After reviewing your account, it appears that after escalating your complaint to the store, the stor emanager contacted you on 8/21 and left a voicemail inviting you to call them back to speak about the incident.  They mention that you have not yet responded to their initial call to you.  For further assistance, please reach back out to the store as they are actively trying to help resolve this issue for you.

  
  

   

  
  

  Thank you,

  
  

  Luxottica Customer Resolution Team

  Torrie H

  Date: 08/25/2023

  Again, I received no voicemail or call. However due to the lies being told, I won’t be reaching out nor will I step foot back in any of your stores. No one called me so you can believe what is being said. FYI I checked my voicemail and no messages was left. This place customer service is horrible and from the reviews, this behavior exhibited by your store associates is nothing new. There are several complaints about how customers are treated. No need to resolve this issue, I’ll will make others aware not to shop at the Kenwood Square Location. Believe what you want those employees need customer service training or they can find another job.

• Review fromL. A.

  Date: 08/21/2023

  1 star

  L. A.

  Date: 08/21/2023

  Have been waiting on glasses for a month and they keep pushing date back. Worse customer service

  Luxottica Retail North America Inc.

  Date: 08/22/2023

  Hello ******,

  
  

   

  
  

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

  
  

   

  
  

  After reviewing order *************, we can confirm with you that the estimated shipping date is tomorrow 8/23.  Once shipped, you will receive an email containing your tracking number.

  
  

   

  
  

  Thank you,

  
  

  Luxottica Customer Resolution Team

  L. A.

  Date: 08/24/2023

  That's what they said when I reached out to support. The date changed again to the 26th still processing and no other info