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.

  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

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  Luxottica Retail North America Inc.

  11711 Princeton Pike Cincinnati, OH 45246-2534

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  Luxottica Retail North America Inc.

  932 State Route 28 Milford, OH 45150-1900

Review Details

• Review fromKi M

  Date: 08/19/2023

  1 star

  Ki M

  Date: 08/19/2023

  Worst customer service experience ever!I went 2 my scheduled exam.There were already 2 customers & only 1 visible associate.I didn't want 2 interrupt.As soon as I heard the door I turned around, cus were gone.I let the associate know I had a 930, he said the Dr wasn't there yet, it would b **** min.Some point later a woman entered,I presumed was my Dr.I couldnt b sure, it was my 1st time meeting her.Sometime later another lady entered, told associate she had a 930.The associate said ??? wasn't there yet **** min.I couldnt hear it all.Later another lady entered(rep).I turned, no 1 was in the lobby.I asked the associate.He said oh the Dr is here now u can go back.Annoyed, I said that would've been nice 2 know.I go 2 the back, tell the rep I have a 930, she says itll b a moment.She goes 2 1 of the rooms, I take a seat.When rep returns she grabs the girl that arrived after me, who either knew where 2 sit or was told.Rep then takes her 2 the same room.Rep returns a couple of ***. later, she sits fusses about before helping **** tell rep I was actually there b4 the other customer.Rep says that cus was there 4 ******************** & that's totally different.I said it didnt matter u could've checked me in or whatever.Instead of being understanding or apologetic she got an attitude so I gave it back.Then tells me 2 leave because she doesn't need 2 deal with it.Just jumps 2 kicking me out not trying 2 resolve it at all.Im mad.I yell I have a torn meniscus, she yells back that I should think first because I don't know what people r going through.She has 2 family members dying, she storms off into another room & shuts the door.Im yelling that I wasn't even mad at her I was upset with the associate.She was yelling well u didn't tell me that!As I am walking out I said 2 the associate u know u caused that.He said he didn't do anything.Dr wasn't even here when I got there.He got snarky & says u can leave while shooing me away with his hand towards the door.Im livid.I will never go back.

  Luxottica Retail North America Inc.

  Date: 08/21/2023

  Hello ***
  
  
  
  Thank you for contacting us in regards to your concerns. 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 Customer Resolution Team

• Review fromZebulon H

  Date: 08/18/2023

  1 star

  Zebulon H

  Date: 08/18/2023

  Ordered glasses on 26July23 and they did not ship until 18Aug23 after I had already contacted them to just cancel the order. They stated that you can only cancel in the first hour. What an absolute crock. They also offered a 20% discount because of the wait but surprise surprise I got charged full boat. Absolutely terrible customer service.

  Luxottica Retail North America Inc.

  Date: 08/21/2023

  Hello ********

  
  

   

  
  

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

  
  

   

  
  

  We regret to hear about the delay of your order, and that you did not get your 20% refund and that you think our customer service is absolutely terrible.

  
  

   

  
  

  After reviewing your account, it appears that you were charged $333.33 for order ************* after your insurance benefits were applied.

  
  

   

  
  

  As such, I have issued a refund of $66.66 (20%) to the original form of payment, which you should see reflect on your side within 5 business days.

  
  

   

  
  

  Lastly, I was able to confirm that your order has indeed shipped, as you mentioned, under tracking ************************** ************************************************************************************************************ and currently has an estimated delivery date of 8/24.

  
  

  As a thank you for your continued loyalty. Please use the code below on your next online purchase to receive 20% Off. Valid until 12/31/23. 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: *********

  
  

   

  
  

  Thank you,

  
  

  Glasses.com Customer Resolution Team

• Review fromGregory B

  Date: 08/10/2023

  1 star

  Gregory B

  Date: 08/10/2023

  Ordered prescription glasses two weeks ago with Express Delivery (Aug 5th to Aug 10th EST Delivery). On the 10th I contacted them asking why I had not received my glasses yet. They informed me that glasses have a 10 day turn around then are shipped. Can't expect people to pay express shipping with anticipated delivery dates. I asked for a refund on my express shipping. The next day they canceled my order & labeled it a manufacturing issue. They said I would have to re-order & experience waiting roughly two weeks again. Glasses can be made in as little as two hours in-store, why would someone go here? Not sure how it takes two weeks let alone canceling someone's order then making them wait even more time for glasses. Happy I waited two weeks & still have to walk around blind, not. Horrible service would not recommend to anyone.

  Luxottica Retail North America Inc.

  Date: 08/11/2023

  Hello *******,

  
  

  Thank you for reaching out to Luxottica via the BBB.

  
  

   

  
  

  We regret to hear about the delay and eventual cancellation of your order, and we are here to help.

  
  

   

  
  

  Unfortunately, after attempting to review your previous interaction history under email address *********************************, we were unable to locate any previous interaction history.

  
  

   

  
  

  If you could, please reach back out to us and provide the phone number, email address, order number, and store your purchase was made from?

  
  

   

  
  

  This information will be necessary for us to be able to assist you further.

  
  

   

  
  

  Thank you,

  
  

  Luxottica Customer Resolution Team

• Review fromLance K

  Date: 08/09/2023

  1 star

  Lance K

  Date: 08/09/2023

  WARNING: THIS COMPANY IS A SCAM No customer support and the order number they sent me does not work. I tried to call and all they have is sales reps who hang up on you. I want my glasses but there is no way to get your money back or even contact them.

  Luxottica Retail North America Inc.

  Date: 08/10/2023

  Hello *****,

  
  

  Thank you for reaching out to Ray-Ban.com!

  
  

   

  
  

  After attempting to locate your previous interaction history, we were unable to find anything associated with "*************************"

  
  

  It is possible that you may have purchased glasses from a non-official Ray-Ban website.We suggest contacting your financial institution to dispute the charges. The company you ordered from might also be able to provide you with a return/refund.

  
  

  We apologize for the situation! Have a wonderful day!

  
  

  Best Regards,

  
  

  Luxottica Customer Resolution Team

• Review fromD. S.

  Date: 08/01/2023

  1 star

  D. S.

  Date: 08/01/2023

  I've been a customer for years. When their website had a glitch and I couldn't make my order, they refused to do anything. One simple little fix, less than a minute of their time, and they couldn't bother responding. I spent over an hour and a half on their chat window, having to respond within 2 minutes or they disconnect me. Couldn't work, even pee b/c they were holding me hostage on their site with the constant threat of disconnecting me. Never received any response other than that threat, telling me *I* need to continue to prove *I'M* still here, when they can't even have the decency to tell me anyone was ever coming. I had to go back to work so all that time was for nothing. Hundreds of dollars in past orders, exclusive to this site. They couldn't have the respect to tell me to go (bleep) myself and that no one was ever coming. I had to not leave my computer or their chat window b/c they constantly sent random threats of closing the chat if I didn't prove I was still waiting. But they didn't respond, never attempted to respond, told me they weren't going to respond, a time they get around to responding, acknowledge my existence in any way or made any attempt to help, but did work take make my life as difficult as possible. They couldn't help me, but they could constantly keep demanding of me, prove myself, keep me there. If they put a tiny fraction of the work they use to make demands of me into helping, I would have made my order by now. They lost my business this time and in the future. I was loyal to them, but now I wouldn't take the **** glasses for free from them. It took me all of a minute to order the same pair of glasses elsewhere, without issue, and I paid nearly $100 less.If you want a place easy to use, a place with any existing customer service, a place with fair or competitive prices, don't use ***********. I found the glasses I did order, exact same pair for nearly half the price from a place quick and user friendly, it was Fashion Eyeware.

  Luxottica Retail North America Inc.

  Date: 08/02/2023

  Hello ********, 

  
  

  Thank you for contacting Glasses.com via the BBB.

  
  

  We regret to hear that the site is not allowing you to place your order, and for the issues you had with our chat customer support.  Unfortunately, we were unable to locate any previous interaction history under your email (*****************).  If you corresponded with us via a different email, could you please reach back out and provide that?

  
  

  We are more than happy to look into this for you. However, we require more information from you. At your convenience, please respond to this email with a screenshot of the error as well as the following information:-Are you using a desktop or mobile device?:-Which internet browser are you using?:-What type of payment are you attempting to process?:-What product are you trying to order?:Once we receive this information, we will be more than happy to provide further assistance.

  
  

  Again, thank you for contacting Glasses.com.

  
  

  Have a great day!

  
  

  Best Regards,

  
  

  Luxottica Customer Resolution Team

  
  

   

  D. S.

  Date: 08/07/2023

  I sent an email to the address on the email of this, but I don't think it was your email and you did not tell me how to reply to you to answer your questions. For what I'm willing to post here, publicly, is some of your answers as others require private and personal information I am not willing to post publicly. If the email I messaged is not you and you want me to answer all your questions, you can provide me with your email to be able to contact you. I would rather do this over email compared to a public comment chain. I do wish you had provided me directly with an email to contact you with, or been informed in some way how you expect me to respond to you and answer your questions. I received no contact information from your message, nor even a name of whom I'm speaking with.I've been ordering from your site for a long time, I do not know what emails I have used as I have a number of them and some that I had in the past but no longer have. I sent in the email the most likely email, but I may have made other orders with other emails, or never used that one with you at all. I am not willing to post that email address here.Are you using a desktop or mobile device?: Laptop (I also tried my iphone, and chat updated every **** seconds and no message would go through)Which internet browser are you using?: Safari What type of payment are you attempting to process?: I didn't get that far. It wouldn't let me go to the next page, as was the issue I was contacting you about. What product are you trying to order?: ******************* ****** ****** I have 33 pages of screenshots, I attached them all in the email. I can send them to you in another way if given contact information of where to send it. I cannot post any pictures here, only write out a response. I did not take screenshots of all of the well over 50 pages of messages. I didn't take any screenshots of the couple of attempts of trying to contact chat on my phone. Again, I do have 33 pages of screenshots and I am happy to send them to you if you provide me an email or some method in which to do so, since I cannot add them in a reply to this comment thread.

  D. S.

  Date: 08/13/2023

  I love how someone left a comment on this like they were trying to reach out, but didn't give me any contact information or way to get in touch, and have ignored the replies to their, now seemingly fake, attempt to reach out.

• Review fromMike L

  Date: 08/01/2023

  1 star

  Mike L

  Date: 08/01/2023

  A simple out of network claim took hours of time, almost a dozen documented calls, countless Customer Care Tickets and claim numbers that change every time you call, and 4 tries at sending a check before they got it right. Each time you talk with someone that answers the phone, explain everything to them, then get transferred and start all over with the escalation department, each time on multiple calls. To save time, one time I asked to go directly to the escalation department, and was met with hostility! Hours of time. Terrible Customer Service. I first used ****** OPTICAL with my Eyemed insurance. (They are not part of ****** like the name suggests). The sales folks there are paid a commission! Often thought of as Semi-medical folks (they are not) recommending prescription products being paid on commission. I felt like it was a gray area of conflict of interest. They are also VERY OVERPRICED. Price shop before going in. See my out of pocket pricing below. Learn the terms and need for upgrades, esp on lenses where they make money. Then be prepared to negotiate like you would at a used car dealership. I didn't do my homework until after the sale, having trusted the employee that told me this was a good deal. After the sale, I found Costco was a lot cheaper, even out of network. I cancelled my order with ******Optical. Since then, Eyemed is now specifically noting in their new policies fine print that ****** is "excluded from out of network". Read your policy carefully. Terrible experience using the out of network claim process, which they clearly did not support well with me, My personal experience over 6 plus years of coverage was both Eyemed and ****** Optical (Luxottica of America Inc) have horrible customer service, and should be more transparent and forthcoming  on who they are to avoid any conception of borderline ethical issues.

  Luxottica Retail North America Inc.

  Date: 08/07/2023

  Hello ****,

  
  

   

  
  

  Thank you for reaching out to ************** via the BBB.

  
  

   

  
  

  We regret to hear about your experience thus far, are we are here to help.

  
  

   

  
  

  After attempting to review your previous interaction history, we were unfortunately unable to locate any correspondence between you and us under the email ********************.

  
  

   

  
  

  Thank you,

  
  

  Luxottica Customer Resolution Team

• Review fromJulie B

  Date: 07/31/2023

  1 star

  Julie B

  Date: 07/31/2023

  Their website deliberately misleads you about the prices of add-on features. Click here to upgrade you lenses for $18 leads to $30 being added to the price. Call to inqire about it and you're told it's an error and there's nothing they can do; they won't honor the $18 price. That's illegal, false advertising, and manipulating the customer. They're banking on the fact that most people trust webstores to add prices correctly and aren't closely monitoring the numbers.

  Luxottica Retail North America Inc.

  Date: 08/01/2023

  Hello *****,

  
  

   

  
  

  Thank you for reaching out to Luxottica via the BBB.

  
  

   

  
  

  We regret to hear that you encountered some issues during the checkout process, and we apologize for the inconvenience.

  
  

   

  
  

  Please note that what you encountered was a simple technical error/glitch that our website must have experienced.  You can rest assured knowing that we wuld never engage in false advertising nor would we manipulate our customers. Also, we are not banking on the fact that most people rust webstores to add prices correctly and are not closely monitoring the numbers.

  
  

   

  
  

  With that said, we apologize that when you called you were not offered a resolution to honor the price difference of $12.  We were unable to locate any previous interaction or order history under your email address **************************** but would be more than happy to issue you a one time exception refund of $12 if you have placed an order.  Simply reach back out to us and we will refund you $12 off your order. 

  
  

   

  
  

  Thank you,

  
  

  Luxottica Customer Resolution Team

• Review fromAlex M

  Date: 07/25/2023

  1 star

  Alex M

  Date: 07/25/2023

  I dont even know where to start! Went in for Rx Lenses so I could drive again July 2nd, 2023, once ordered the 6 month supplu, came out with bad Rx lenses sent to me by Lenscrafters at the Mt. pleasant, SC location. The Rx initial lenses had the Rx for me to try but the ones they sent were polar opposite resulting in a car accident minutes from wearing them. I have hard proofs and a police report plus all my receipts paid TO LENS CRAFTERS went back to them and they say lots not their problem and I have to.contact the manufacture of the lenses ??? I paid Pleasant eye care for an exam, they get me to buy the 6 month supply that come bad, that results in an accident and they won't even refund me and I'm stuck w baf advice bad product lost my driving privileges w Lyft which my ONLY source of income and all they can say is sorry??? Anybody see something very wrong with this picture ? They won't even look at their OWN products to verify all this is indeed 100% true. Their staff is 100% incompetent and I'm.supposed to eat up their serious mistake ?

  Luxottica Retail North America Inc.

  Date: 07/27/2023

  Hello ****,

  
  

   

  
  

  Thank you for reaching out to LensCrafters via the BBB.

  
  

   

  
  

  We regret to hear about your experience thus far and are here to help.

  
  

   

  
  

  Upon review of your complaint, your issue was escalated to management on 7/25.  

  
  

   

  
  

  On 7/27, they reached back out to us and indicated that they had reached out to you, left a voicemail, and sent you an email offering to have you bring the contacts back to the store for a refund.

  
  

   

  
  

  Thank you,

  
  

  Luxottica Customer Resolution Team

• Review fromK. H.

  Date: 07/24/2023

  1 star

  K. H.

  Date: 07/24/2023

  The worst customer service possibly ever received. The local store messed up my order, failed to take care of it and told me **** happens by the optometrist. When I went to corporate for help, since they failed to give me a refund and failed to give me my contacts, it has now been three months and all the local store has done is lied. They told their corporate office they apologized and that my order was picked up. I have never gotten a return call from the store after numerous attempts and the only time Ive been into the store is when the optometrist wouldnt give me a refund and said **** happens. Ive been dealing with the unhelpful corporate office since then. The local store just lies to them and they treat it as though the issue is solved. Will never return to ***** vision since local or higher up has such poor customer service. Im still here waiting for my contacts and an apology. Anytime now.

  Luxottica Retail North America Inc.

  Date: 07/25/2023

  Hello *******,

  
  

   

  
  

  Thank you  for reaching out to Pearle Vision via the BBB.

  
  

   

  
  

  We regret to hear about your experience with one of our store locations, and we are here to help.

  
  

   

  
  

  After reviewing your account, it appears that you have previously reached out to us regarding this complaint by way of a customer care form on 4/12/2023.

  
  

   

  
  

  Upon final review of Customer Care  Form ************, it appears that on 7/21/2023, store management has decided to honor the initial resolution as outlined below:

  
  

  "This patient is all set. The product was delivered, and she has picked up. Listened and apologized. "
  
  
  
  We are sorry that a mutual agreement could not be met and that we are not able to further assist. The Customer Resolution team serves as a mediator; we are not able to override store management decisions or escalate the issue further.   Should you require additional assistance regarding this complaint, you are more than welcome to reach out to the store directly, as this will not be revisited or reopened by us under any circumstances. 

  
  

  Best Regards,

  
  

  Luxottica Customer Resolution Team

  K. H.

  Date: 07/25/2023

  This location and staff appear to have severe ethical issues. Theyve lied to their corporate office, the BBB and myself. They were very unwilling to help resolve this issue and rather than handle it, they lie about it. No apology was issued. No order was picked up as they couldnt even find an order for me when initially went to the store. They have failed to return any phone calls. So Id love to know when my order was picked up and when any sort of apology was issued when they cant communicate? Horrible ethics here! Someone should be investigating here. Issue still unresolved but I will let my credit card company handle it with them further. Cant argue with liars. And theyve lost another customer.

• Review fromKarley A

  Date: 07/21/2023

  1 star

  Karley A

  Date: 07/21/2023

  Although I have never done business with luxottica directly, I also received notice of my personal data being found on the Dark Web. In my alert description it states "Your personal information (which could include dates of birth, phones, names, addresses, cities, zips, states, surnames, emails, companies and usernames), was identified in a data exposure associated with luxottica.com. The data was located on the Dark Web in May 2023). Over the past 2 months I have been getting constant emails with notices of my email password trying to be reset by someone that is not me.

  Luxottica Retail North America Inc.

  Date: 07/24/2023

  Hello *******
  
  In November 2022, we learned through our proactive monitoring procedures that certain customer data from Luxottica’s retail brands, originally obtained through a third-party, was published in an online post.  The data included in this incident was data from customers who made purchases in our retail stores or on our ecommerce sites.
  
  The data does not include individuals’ financial information, social security numbers, login or password data or other information that would compromise the safety of our customers. EssilorLuxottica’s systems were not breached and its network remains secure. We were unable to notify customers sooner as authorities needed time to complete an investigation.
  
  Thank you,
  
  Luxottica Customer Resolution Team