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.

  7800 Montgomery Road Cincinnati, OH 45236

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  Luxottica Retail North America Inc.

  PO Box 710135 Cincinnati, OH 45271

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  Luxottica Retail North America Inc.

  9593 Colerain Avenue Cincinnati, OH 45251

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  Luxottica Retail North America Inc.

  2749 Edmondson Road Cincinnati, OH 45209-1912

Review Details

• Review fromNathan D

  Date: 04/13/2023

  1 star

  Nathan D

  Date: 04/13/2023

  I bought glasses directly from the website back in August and by November my glasses were already falling apart. I said hey it happens so I replaced the screws and kept moving on with my life. Eventually it started happening on a regular basis. So I reached out to the customer service and it took a bit of arguing but I finally was able to get a replacement pair of glasses. I then got those replacement glasses and they are just as bad as the first pair. I have photos proving how my glasses how they keep falling apart. Worst part about this is that my wife bought me the glasses as a gift for my birthday. I reached out to the customer service agent today and they said that the period for refund has past and there is nothing they can do about it. I then asked them how it is fair that I have now have to walk around with broken glasses and they responded by saying "It is not fair, but you should have reached out sooner". This has been such an embarrassing experience and the best someone said is they can give me a discount to get a new pair. Why would I want new pair of glasses from this company? and on top of that they have the worst customer service I have ever dealt with. I clearly cant be helped anymore except to buy another pair of glasses from another company but for whoever out there is on the fence about buying Ray-Ban glasses. Do yourself a favor and don't. Save yourself the money and the headaches...

  Luxottica Retail North America Inc.

  Date: 04/14/2023

  Hello ******,Thank you for reachng out to us regarding your complaint. We regret to hear about your dissatisfaction with our company, products, and customer service After reviewing your account, we have decided to make a one time exception for you and issue a full refund ($176.30) to the original form of payment for order ********. You should expect to see this refund reflect on your side within 5 business days.Thank you,Luxottica Customer Resolution Team

• Review fromJamie C

  Date: 04/01/2023

  1 star

  Jamie C

  Date: 04/01/2023

  I have used Lenscrafters for 25 years since I got my first pair of glasses as a teenager. For the most part this has been a very positive experience. Go have my eyes checked, order glasses have glasses by end of business day. Glasses usually last me between 2 - 5 years (My prescription has barely changed in 25 years) Usually I order 2 pairs 1 Transitions for Outdoors, and another with coating since I spend hours behind a computer.
  This time around I went in and had my Eye Exam with rude staff in their instore Optician(The Doctor however was amazing), and then went and chose and picked out my glasses. My Prescription is nothing special or heavy.
  I chose my frames, and order them, trying the New transitions Xtractive with all the coatings, which to me is a blessing as I only need to order a single pair for the first time in 15 years. I asked how soon, this is where it started going wrong.
  After placing the order I was informed 2 weeks as it would be sent to another lab. Well turns out this other lab is in Texas not in Alberta. I wait patiently for 2 weeks call and find out my order is delayed / late.
  I checked with 6 other companies in Calgary for the exact lens, frames and coatings and found out it could have been done within 24 hour locally.
  I will not be returning to Lenscrafters again so say good by to a loyal customer for 25+ years.

  Luxottica Retail North America Inc.

  Date: 04/03/2023

  Hello *****,Thank you for reaching out to LensCrafters via the BBB.We regret to hear that your order has been delayed.We have experienced an unexpected increase in orders over the past few weeks resulting in some delays with our processing lab. The lab is diligently working to get your order manufactured and shipped to you as soon as possible. Once your order ships, you should receive a shipping confirmation email that will contain your tracking information. We apologize for the delay and inconvenience.Thank you,LensCrafters Customer Resolution Team

• Review fromMichael S

  Date: 03/31/2023

  1 star

  Michael S

  Date: 03/31/2023

  Typical and heinous when it comes to companies like this. I inarguably have a real, authentic, legitimate factory defect with my Ray-Ban Stories Meteor Blue. I ordered these glasses on September 9, 2021 from *********, ********* order number *********. It is still within the warranty period when I filed for Service Request Number ******** on February 8, 2023. My glasses have incurred warping and stress to the hinge of the glasses while being stored in the glasses charging case over time, which has eventually loosened and separated the two parts completely. This isn't due to wear and tear on behalf of the user or any form of neglect or misuse of the product. Again this is a legitimate factory defect. I received an email stating that there are no replacement parts or repair options available and that this issue is not covered under warranty. Instead, with audacity, I am given a 48-hour offer of purchasing another pair of glasses within the same product line at a discount that doesn't justify the $329.00 cost of my defective product which is now worth zero. "Thanks for responding... we regret to hear...", try not to start with that. For a company like this to have low standards like this is expected (normal even), but low to this degree is just plain disrespect.
  To everyone reading this, use this and everyone else's review. Take note of how they really try to handle this matter and observe it for who they truly are, a complete and utter scam.

  Luxottica Retail North America Inc.

  Date: 04/03/2023

  Hello *******, Thank you for reaching out to Luxottica Aftersales via the BBB. Unfortunately, we are unable to override any decisions made by our AfterSales Department. They are experts in this field and nobody other than them has the ability to approve a warranty claim or deem damage as a defect rather than wear and tear. You may feel free to reach out to them again in hopes of getting an alternate resoluition. However, there is nothing that can be done by us or any other department regarding their decision. With that said, the absolute best and only resolution that we can provide you with here would be to give you a 20% off promotional code to use on a new order, which you will find below. Please use the code below on your next online purchase to receive 20% Off. Valid until 6/30/24. 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. *********** ***** ******************* ***** **** ******* Customer Resolution Team

• Review fromSara H

  Date: 03/22/2023

  1 star

  Sara H

  Date: 03/22/2023

  I made returns with a prepaid mailing label back to Rayban 7 weeks ago, they received the returns and issued partial refunds on order ********* and order *********.
  I am still missing a refund for $149.27 on Order ******** and a refund for $33.59 on Order *********.
  I've spoken with customer care agents on 8 separate occasions and each one promised me they were "prioritizing the case, escalating it and manually refunding me, and that I would receive the rest of my refunds within 3 business days..." I've been waiting 3 weeks and I still no refund. 
  None of the 8 customer care agents I spoke with did what they said they were going to do.
  I have asked to speak with a supervisor to help me with my refund?  Every customer care agent from Rayban has told me "supervisors don't speak with customers". Very odd. I would have never expected such rudimentary customer service service from a large company like Rayban - it's like they're operating from the Stone Age.
  It has been incredibly time consuming having to reach out so many times to customer service; each time I'm promised I will have my refunds by the end of the week and then have to call back because they did not refund me. Imagine, 8 different customer service agents not doing their job. 
  It's astonishing that not one single person that I have spoken with has actually followed through and processed the refund from Rayban...
  It's absurd that Rayban received my returns and refuses to make it right by refunding me promptly for the rest of the money they owe me. I would like someone to  process the refunds for $149.27 on Order ******** and $33.59 on Order *********.  What an awful experience this has been.

  Luxottica Retail North America Inc.

  Date: 03/23/2023

  Hello ****,Thank you for reaching out to Ray-Ban via the BBB.We regret to hear that you are still waiting on refunds for both of your orders.After reviewing your account, it appears that order ******** was refunded in the amount of $33.59 on March 21st.Additionally, we have just now refunded order ******** in the amount of $149.27 earlier today 3/23.These refunds should reflect on your side within 15 business days of their respective processing dates.We apologize for this situation and appreciate your patience and understanding up to this point.We appreciate your continued loyalty. Please use the code below on your next online purchase to receive 20% Off. 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: ********** Thank you,Luxottica Customer Resolution Team

• Review fromThomas G

  Date: 03/18/2023

  1 star

  Thomas G

  Date: 03/18/2023

  I was deeply humiliated and embarrassed by the treatment I received from this office on March 10, 2023. The discriminatory actions of the office personnel were palpable. Specifically, I had an appointment at 9:30 am. I arrived at 9:05 am. I patiently waited While I was waiting, other patients arrived and were treated before me. I was not seen until 10:00 am. When I asked why this happened, I was advised by the front desk attendant that the other people who arrived after I was seeing other doctors. In fact, the other patients were seeing the same doctor as I did. The attendant was arguing with me and not being professional with her response to me. I am very upset and humiliated by this situation. I would like a response to this matter.

  Luxottica Retail North America Inc.

  Date: 03/20/2023

  Hello ******,Thank you for reaching out to us regarding your complaint.We regret to hear about your negative experience with one of our locations and are here to help.Upon reviewing your comments, we see that you failed to provide the specific location information so that we can escalate this through the proper channels. If you could, please reach back out to us and provide the store you visited full address, phone number, and store number. This information will be necessary in order for us to be able to further assist you. Thank you,Luxottica Customer Resolution Team

• Review fromTilina L

  Date: 03/17/2023

  1 star

  Tilina L

  Date: 03/17/2023

  This company owns Target Optical. My experience placing a contact order was absolutely terrible. My order was apparently canceled and I never received any notification that this had happened. Had I known, I would have immediately placed a new order elsewhere as I really need them. I assumed they were still set to arrive despite no updates because I was still being charged by aftrepay. I sent an email, chatted with someone, and after no help I called and waited on the line. The woman on the phone was very nice and finally got me my refund and provided an explanation as to why the order was cancelled. So what I found out after speaking with multiple representatives is that my order had been cancelled without my knowledge and I was still being charged for it. Absolutely ridiculous.

  Luxottica Retail North America Inc.

  Date: 03/20/2023

  Hello ******,Thank you for reaching out to ************** via the BBB.We regret to hear that your order was cancelled and you were still being charged for it through Afterpay.However, we are pleased to hear that you were able to call in and get your refund processed as ell as an explanation as to why your order had been cancelled.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.Thank you,Luxottica Customer Resolution Team

• Review fromZachary S

  Date: 03/16/2023

  1 star

  Zachary S

  Date: 03/16/2023

  My pair of Ray-Ban Stories stopped working after 9 months so I opened a claim to have them replaced. Luxottica gave me a few options for replacements, which none matched the exact item I paid for. I asked for a pair of glasses similar to the ones I initially purchased but was told this was all they had to offer. None of the replacement options had polarized lenses but I selected a new pair and moved on. I was highly disappointed in the replacement pair and sent them back to Luxottica to see if I could get them replaced with a pair that have polarized lenses. At this point, every time I call they say they have not received the replacement sunglasses back even though I used the label provided to do so. After I press the representatives they admit they did receive them on 2/23 but nothing more can be done and I must continue to wait. After spending $300 plus dollars on a pair on sunglasses I do not even have the replacement pair and keep getting the runaround with no end in sight. This is a classic bait and switch scenario in which I believe they think I will give up and allow them to keep what amounts to my money. I have been hung up on several times by their representatives and needless to say Luxxotica, nor Ray-Ban will ever get my business again.

  Luxottica Retail North America Inc.

  Date: 03/20/2023

  Hello *******,Thank you for reaching out to Luxottica AfterSales via the BBB.We regret to hear about your experience thus far and we are here to help.After reviewing your account, we were unable to find any previous interaction history under the email address *********************** If you could, please reach back out to us and provide the email address that you have been using to correspond with our ********************** so that we can view your interaction history and move forward accordingly.Thank you,Luxottica After Sales Customer Resolution Team

• Review fromAmanda F

  Date: 02/06/2023

  1 star

  Amanda F

  Date: 02/06/2023

  I placed an order for glasses on 12/29/22. Never received an email confirmation even after chatting with their customer service rep who ensured me that they resent the confirmation. On 1/16/23 I chatted with them again wondering where my order was. I was told that something went wrong with my order and that it could not be processed. The rep informed me that they have to cancel the order and I will be refunded in 5-7 business days. And that I needed to re order the glasses. They did provide me with a free pair of glasses, which I did receive. Just when I thought everything was all set, I then get an email on 2/6/23 stating that my order is being shipped - the same order that was supposed to have been cancelled. I chatted with customer service again and they claim to have no record of cancellation. I took screen shots of all my chat sessions so have the evidence that they assured me they would cancel the order. I asked to speak to a manger in the chat session and was told that it wasn't possible to have a manager speak with me. I then called the customer service phone number and was in the queue, and then it said "goodbye" and hung up. I will never use this company again and will pursue my refund through ******.

  Luxottica Retail North America Inc.

  Date: 02/07/2023

  Hello ******,
  Thank you for eaching out to *********** via the BBB.
  We regret to hear about your experience thus far.
  After reviewing your account, it appears that you were not charged for order ************* as the ****** transactionfailed to process on 2/6 when the order shipped out. Should you end up recieving this order that should have been cancelled, you may feel free to keep it.
  Thank you,
  *********** Customer Resolution Team

  Amanda F

  Date: 02/07/2023

  This response is completely deflecting from the primary issue. Your rep assured me that the order was cancelled on 12/29/23 so it should have stopped there. But that rep didn't tell the truth or didn't do their job, which resulted in the order continuing. I then had to waste another 30 minutes of my time on 2/6 with the chat rep which resulted in no resolution. They basically said, "oh well, when you get the order you can return it and get a refund." There is absolutely no way that the transaction on 2/6 would've failed, so that is misinformation that you are giving. Why lie? Just tell the truth about the issues your company has and take accountability.

  Luxottica Retail North America Inc.

  Date: 02/07/2023

  Hello ******* 
  We apologize that one of our representatives gave you inaccurate information. Unfortunately, mistakes do happen sometimes. However, it does appear that this particular mistake did result in your favor as you got a complete pair of glasses for free and were not charged. Additionally, you will likely end up with a second order, free of charge.
  The ****** transaction on 2/6 did, in fact, fail. We have no reason to provide you with misinformation. We are not lying, we are telling the truth and are taking full accountability regarding the issues surrounding your complaint. At this point, there is nothing else that can be done regarding the complaint .
  Have a great day,
  Luxottica Customer Resolution Team

• Review fromDoug F

  Date: 02/04/2023

  1 star

  Doug F

  Date: 02/04/2023

  Horrible. Ordered glasses over a month ago. Paid in full online. Told 4 different excuses on online chat. Initially given one eta, then given none. No accountability. Used to use them in past. Will never use them again. Please don’t make the same mistake.

  Luxottica Retail North America Inc.

  Date: 02/06/2023

  Hello ****,
  Thank you for reaching out to us regarding your experience.
  After reviewing your account, we can confirm with you that we have experienced an unexpected increase in orders over the past few weeks resulting in some delays with our processing lab. The lab is diligently working to get your order manufactured and shipped to you as soon as possible. Once your order ships, you should receive a shipping confirmation email that will contain your tracking information. We apologize for the delay and inconvenience.
  We appreciate your patience and understanding,
  Thank you,
  Luxottica Customer Resolution Team

• Review fromTesha M

  Date: 02/03/2023

  1 star

  Tesha M

  Date: 02/03/2023

  I purchased eyeglasses for my son and myself. Mine were fine but his had an incorrect prescription in one of the lenses. They told me to send back the glasses and that they would return the correct ones back to me. This was all last year in the summer. It is now February and I have not received the refund I was promised. I feel like that was $219 down the drain and I am very disgusted. I will never purchase a from ************** ever again.

  Luxottica Retail North America Inc.

  Date: 02/03/2023

  Hello *****,Thank you for reaching out to us via the BBB.After reviewing yoru account, it appears that a refund in the amount of $199 was issued to the original form of payment on 1/30 for order *************. You should see this erfund reflect on your side within 5 business days. Thank you,Luxottica Customer Resolution Team