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

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  Luxottica Retail North America Inc.

  Western Hills Plaza Glenway Avenue Cincinnati, OH 45238

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  Luxottica Retail North America Inc.

  Northgate Mall Cincinnati, OH 45202

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  Luxottica Retail North America Inc.

  9936 International Blvd Cincinnati, OH 45246-4852

Review Details

• Review fromS. J.

  Date: 02/02/2023

  1 star

  S. J.

  Date: 02/02/2023

  I made a purchase on November 12 but cancelled the following day. I was told it will be refunded within 4-6 weeks. It’s more than 3 months and I’m still waiting on my insurance to be refunded. I’ve called the store, live chat, customer service call and no answers. For such a big company their customer service is truly a shame. My ticket keeps getting escalated to ‘an internal department’ in which someone will always get back to me in 3 business days. No one gets back to you, you have to keep calling and emailing. Supervisors can’t help, I just don’t understand how companies like this exist. Why isn’t there regulations protecting consumers against incompetent businesses. The lady at the chinook store could care less, she has this nonchalant attitude. I suffer with eye pain everyday because my current glasses needs to change and I can’t change it because I'm waiting for lens crafters to refund my insurance. Absolute nonsense.

  Luxottica Retail North America Inc.

  Date: 02/03/2023

  Hello *******,Thank you for reaching out to LensCrafters via the BBB.We regret to hear about your experience this far and are here to help turn this experience around for you.After reviewing your account and previous interaction history, it does appear that the ************* Form you filled out in December of 2022 is indeed still open and our team is actively attempting to get updates regarding your insurance refund. At this very moment, we do not have an update to give you. However, we have just now reached out to a member of our internal home office check department and requested an update from them. As soon as we have an update ((typically within 5 businesssdays) we will reach back out to you with the details they provided us. We see that this has been an ongoing complaint and do not think that something as simple as this should have to be dragged out for as long as it has been. We know you have been told multiple times to keep waiting and it seems like a lost cause. But please rest assured that we are taking ownership of this situation and regardless of the wait time, we will ensure that you get your refund one way or another.Thank you again for your patience and continued brand loyalty, customers like you are what make our company so great.Thanks again,Luxottica Customer Resolution Team

  S. J.

  Date: 02/09/2023

  I don’t understand how you are taking ownership for this when another week has passed and no one has reached out to me with information on when my refund is being completed. Last I spoke to a representative she said she escalated the issue to an internal team that someone will reach out, that never happened. What do you all expect? Do you all expect me to wait 6 months to a year for my refund? Organizations like yours needs to face penalties for these kind of inefficiencies. I didn’t take three months to pay you but THREE MONTHS LATER I’m still waiting on a refund?

• Review fromTony J.

  Date: 01/31/2023

  1 star

  Tony J.

  Date: 01/31/2023

  This review is for ***********. There are so many F ratings I don't know which one is which, but they are all well-deserved, and it's a shame because I love Lenscrafters.
  I ordered a pair of Matte Brown Tortoise ****** ******** RX prescription glasses and paid $14.99 to have them "express shipped." First of all, the glasses didn't ship for two weeks. The Estimated Ship Date just changed by one day, every day, so they were never "late" they just kept moving the date. Second, when I finally did get the glasses (to their credit I did get them in one day after they finally shipped), they were a "Satin Black" digital camo, and they came in what looked like a used Oakley case with a ********* bag stuffed inside. The glasses weren't even in the bag because they couldn't close the case with them on (they were for a much larger pair of ********* glasses). Anyway, I contacted customer support to request a refund because they were the wrong glasses in the wrong packaging and it was late. The agent had the nerve to tell me the glasses were Matte Tortoise Brown even though the glasses themselves clearly read "SATIN BLACK". Anyway, at the very least, they emailed me a return label immediately but based on the ************** reviews, I won't get a refund anytime soon and this will drag out. I recorded the unboxing of the glasses to show how they were received and I have receipts for returning them with their label so I hope they don't give me trouble making this right.

  Luxottica Retail North America Inc.

  Date: 02/01/2023

  Hello ****,Thank you for reaching out to Glasse.com via the BBB.After reviewing your account, it appears that your order has shipped out under *** tracking number: ******************. The scheduled delivery date is 01/31. To see more tracking information, please click the below link.***************************************************************************************** Thank you,Luxottica Customer Resolution Team

  Tony J.

  Date: 02/01/2023

  I'm going to start with a positive and say that you guys respond to these complaints quickly but this response is exactly what's wrong with this company. Did you even read my review???? I ALREADY GOT THE GLASSES, AND THEY WERE THE WRONG GLASSES IN THE WRONG PACKAGING. That's the whole point of the complaint you're replying to: I GOT the glasses already, they are wrong, and I want a refund. What good is this tracking number for the glasses I already received that were wrong? I sent your glasses back using the label you sent me, **** Tracking #9**SSN**7**SSN** which YOU can track here: *************************************************************SSN**7**SSN**. It'll be there by Saturday, February 4th and I expect nothing less than a full refund as soon as you receive the return. Those completely wrong glasses weren't in my possession for more than 30 minutes and never even made it on my face I was so annoyed by the transaction. Based on these reviews, I'm glad I recorded the unboxing and saved all communication records because it seems like the return/refund process is just as bad as their fulfillment process.

  Luxottica Retail North America Inc.

  Date: 02/01/2023

  Hello ****,Upon receipt of your return, your order will be fully refunded to the original form of payment within 15 business days.Have a great day,Luxottica Customer Resolution Team

  Tony J.

  Date: 02/01/2023

  I will say your Resolution Team is great about monitoring for these complaints and I applaud you for having the integrity to reply to them all publicly. I know your job is not easy, but your company is making your job way harder than it should be. The company needs to seriously evaluate its infrastructure and fulfillment quality controls. So much of this pain for everyone involved is avoidable, but the fire is getting bigger because you're taking on more orders than your systems and controls can successfully fulfill. The complaints are all identical: wrong orders that take too long to be received and an inconsistent return/refund policy. If you dedicate a fraction of the resources you have committed to answering these complaints to reviewing your procedures and systems, you won't have the same critical complaints to answer.

• Review fromKathy P

  Date: 01/31/2023

  1 star

  Kathy P

  Date: 01/31/2023

  Been 2 months since I placed order. They sent me a pair with the wrong lenses that made me dizzy and the right lenses was all smeared and didn't come off. It was in the lenses itself. Kept saying they were expedited the shipping and 2 months later still waiting. NO GLASSES. Charged my insurance $250 and no refund nothing. Going to have to file complaint and take to court plus file a complaint for fraud cause what they are doing to their customers is taking their money and they are not getting the glasses and if they do the are not the right prescription. Read on BBB site 843 complaints just in January alone 2023. They told me NOT to send back the damaged pair and I have proof saved the chat session plus they told my insurance provider which is eyemed on the phone I didn't need to return the glasses. Now, 2 months later telling me I need to return them when I offered to the day I gotten them and numerous times after. STAY AWAY FROM THEM HORRIBLE HORRIBLE and I am not one to leave reviews.

  Luxottica Retail North America Inc.

  Date: 02/01/2023

  Hello *****,Thank you for reaching out to *********** via the BBB.We regret to hear about your experience thus far.After reviewing your account, it appears that yesterday 1/31, a representative named "*******" gave you a code to place a new order. Please note that there is no need for you to send the original, damaged order back to us. And *****, we apologize that your initial replacement order was wrongfully cancelled.Thank you,Luxottica Customer Resolution Team

• Review fromVictor W.

  Date: 01/30/2023

  1 star

  Victor W.

  Date: 01/30/2023

  The customer service is ATROCIOUS!! I ordered my at the end of December with a 2-3 week return. It is now the end of January and I've been given 4 different dates that they will be delivered. Reached out to the store manager about a refund and she laughed about the situation while I was explaining it to her. I don't think I will ever use Lenscrafters again.

  Luxottica Retail North America Inc.

  Date: 01/31/2023

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

  Victor W.

  Date: 01/31/2023

  I received a comment from the company explaining why the glasses were late. They did not respond to the lack of professionalism that the store manager offered when I spoke with her. That's where the training and issues start. If she can't provide good customer service without laughing at situations that the company started, maybe she should look at other employment. Dealing with customers is not for her.

  Luxottica Retail North America Inc.

  Date: 01/31/2023

  Hello again ******,We regret to hear that you had an issue with the store manager at the location you visited. If you could, please reach back out to us wit hthe stores full address, phone number, location name, and store number. This information will be necessary in order for us to be able to assist you further regarding your complaint.Thank you,Luxottica Customer Resolution Team

• Review fromGabriella D.

  Date: 01/28/2023

  1 star

  Gabriella D.

  Date: 01/28/2023

  Terrible company and customer service. I waited 14 business days for my glasses and I heard nothing so I called to find out they didn’t even start making them. Then they made them in a short period of time only to make them wrong (they made them for nearsighted and I am farsighted) so here I am waiting…. again… don’t bother with this company. Awful can’t even describe it! This is not the first time I’ve had problems.. don’t be an idiot like me just RUN AWAY FROM LENSCRAFTERS!!!!

  Luxottica Retail North America Inc.

  Date: 01/30/2023

  Hello *********,Thank you for reaching out to us via the BBB.We regret to hear about your experience with us leading up to this point.After reviewing your account, we have gone ahead and sent your most recent comments/review to the store management team in hopes that they can provide you with a resolution to your complaint.You should be expecting to hear from a representative of the brand/store within 5 business days. Thank you,LensCrafters Customer Resolution Team

• Review fromPramual K

  Date: 01/23/2023

  4 stars

  Pramual K

  Date: 01/23/2023

  Staffs were quite helpful and friendly. Every time my husband and I went into the store for our glasses adjustment or nose pads replacement, they did a good job and quick. We were grateful.

  Luxottica Retail North America Inc.

  Date: 01/23/2023

  Thank you for your review. Our associates are some of the best around and we are always happy to hear our customers feel the same!

• Review fromKaren M

  Date: 01/21/2023

  3 stars

  Karen M

  Date: 01/21/2023

  On January 6 , I purchased a pair of frames and lenses. It was time sensible as my previous pair were lost and I was scheduled for foot surgery 1/20. I will be doing a lot of remote work , Thus the need for the glasses. I was told they would be in. I inquired about the status of the order on 1/16. I was told they were “lost” . Replacement order was put in and today I was told today delivery 1/30. While the staff couldn’t be any nicer. I don’t understand why this order could not be expediated to ensure delivery. Totally unacceptable gratin a customer this way . I’d like some compensation

  Luxottica Retail North America Inc.

  Date: 01/23/2023

  Hello *****,Thank you for reaching out to us regarding your complaint.After reviewing your account, I 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.Thank you,Luxottica Customer Resolution Team

• Review fromJohn C.

  Date: 01/12/2023

  1 star
  The customer service at the ********************** located near the whole foods at ************************************************ is horrendous! I visited the store for an eye exam in October of 2022. I paid over $100 out of pocket because they told me they didn't except my vision insurance. Well come to find out I recently found out that they should have excepted my insurance, and I should file a claim to to my money back! When I called LensCrafters the young lady on the phone was abrasive, and seemed upset that I called them out on a mistake that they made. Needless to say, I got the information I needed and abruptly ended the call. I will never visit this location again, instead of something being a seamless conversation, she made it ugly!

• Review fromEli H

  Date: 01/09/2023

  1 star

  Eli H

  Date: 01/09/2023

  I purchased sunglasses for my wife from sunglass hut in Staten island mall in Macy's. the experience was amazing overall. I gave them to my wife for her birthday to find them bent out of shape 3 days later. I contacted my local sunglass hut in the Macys in kings plaza and they were not interested in helping me. they couldn't return the pair to the manufacturer. they told me "You're out of luck" after explaining to them that I just bought there 3 days earlier and that it doesn't make sense that the ******* sunglass is bent like this. I requested that they change it for me but they refused. when I further asked for a manager, I was told that a manager could not do anything for me and that there is nothing that can be done. this is not something I would expect to ever happen to Luxottica or any of their brands, employees, and partners. it was a horrible experience and I need help.

  Luxottica Retail North America Inc.

  Date: 01/11/2023

  Hello ****
  Thank you for reaching out to Sunglass Hutt via the BBB.
  After reviewing your account, it appears that your sunglasses may just need a minor adjustment, and not to be returned to the manufacturer. We recommend you visit a local LensCrafters location to see if they are able to make adjustments in store for you.
  Additionally, should you wish to file a complaint against the specific store you visited, please fill out the form below. 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 https***************************************************************
  If you have any further questions, please feel free to let us know.
  Again, thank you for contacting Sunglass Hut. Have a great day!
  Best Regards,
  Sunglass Hut Customer Resolution Team

• Review fromDavid M

  Date: 01/05/2023

  1 star

  David M

  Date: 01/05/2023

  Scheduled eye exam. Showed up for appointment and was told they had no record of my appointment. Was told I must’ve called somewhere else. I showed them that their phone number was on my iPhone history. They told me to come back another day. Stupidly, I did.
  Got my prescription and ordered two pair of glasses on December 9th. Was assured I would have them in 5 to 7 business days. It is now January 4th and still no glasses and no estimated date of when I might receive them.
  Meanwhile I received a bill for my eye exam. I asked why I was getting a bill as it is 100% covered on my insurance. Was told the insurance company must’ve rejected it. After I made several phone calls to my company’s benefits manager, I learned there was no record of this ever having been submitted. Still unresolved.
  As of this writing, the regional manager has refunded my $400 co-pay for the glasses. Still have no idea if my glasses will be ready in a week, a month, or ever.
  I’m the VP General Manager of a sales and service company. I realize things happen, but I have never in my 50-year career experienced such poor customer service and incompetence.
  Do not make the mistake I made. If you need eye care or glasses, go anywhere else than LensCrafters.

  Luxottica Retail North America Inc.

  Date: 01/06/2023

  Hello *****,Thank you for reaching out to LensCrafters via the BBB.After reviewing your account and interaction history, we have escalated this complaint to both the store and regional managers of tore **** that you made your purchase from. You should be expecting to hear back from a representative of the store/brand within 5 business days with your resolution details.Thank you,LensCrafters Customer Resolution Team