Business Profile
Optician
Luxottica Retail North America Inc.This business is NOT BBB Accredited.
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Reviews
This profile includes reviews for Luxottica Retail North America Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
1.11/5 stars
Average of 181 Customer Reviews
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Review fromTorea M.
Date: 01/03/2023
1 starTorea M.
Date: 01/03/2023
This company made my eyeglasses wrong. The glasses were too big and had wrong prescription in them. I contacted this company and sent glasses back. As of 12/6/22 they received the product back but I have yet to receive my refund. Please be aware of this company not coming through with the correct prescription and they might be too big for your face.Luxottica Retail North America Inc.
Date: 01/04/2023
Hello ******Thank you for reaching out to Glasses.com via the BBB. We are sorry to hear about your experience in regard to your incorrect prescription and return process.After reviewing your account, it appears that you reached out to our customer service department yesterday 1/3/2022 and your order was fully refunded to the original form of payment.We apaologize again for any inconvenience this may have caused you.Thank you,Glasses.com Customer Rersolution TeamReview fromRoss K
Date: 12/20/2022
1 starRoss K
Date: 12/20/2022
I tried to order glasses from Rayban.com -- twice. They wasted my time, and now, one month later, I am giving up and buying my glasses elsewhere. This was one of the worst experiences I have ever had with a company. The people working there are incompetent and cannot even do simple things like take my money and give me glasses. I have never been so frustrated with an experience that should be simple. I hate this company and will never do business with them again. I had to share this everywhere I can think of because I hope noone else has to waste so much time with a company that is. In my opinion, broken, heartless, and 100% incompetent.Luxottica Retail North America Inc.
Date: 12/28/2022
Hello ****,Thank you for reaching out to Ray-Ban via the BBB.We regret to hear about your experience with our company. We greatly apologize for wasting your time and for the frustraions that this has caused you.After reviewing your account, it appears that your initial order (********) was cancelled due to us not reciving your Rx within the alloted amount of time. Since the Prescription was not recieved, your order was cancelled by our systems.As for order ********, it appears that this order was cancelled because the order was for Single Vision lenses while your prescription is a *** (***********) and would require you to purchase the *** lenses at checkout, for an additional cost. We certainly hope this helps clearthe air and any confuasion that has stemmed from this. We are more than willing to help you place a new order, should you wish to do so.Either way, than kyou so much for your candid and constructive feedback. Your response will be used to help us improve our services moving forward.Thank you,Ray-Ban Customer Resolution TeamReview fromBrittany S
Date: 12/05/2022
1 starBrittany S
Date: 12/05/2022
Their Ray Ban portal was down for the last 6 months which I have pictures of giving me an error code. I tried emailing them through the ray ban parts email address which my messages were also ignored. When the portal finally became available again, that was long enough for my ray bans to go out of warranty and they have refused to help me because I don't have a proof of purchase other than to tell them the date, location, name and email they are purchased under which apparently won't suffice. Macys and sunglasses hut have told me the receipt disappears in their system after the two years. I also have photograph proof that they were damaged within the warranty period. They have refused to help and declined 2 of my service requests for a tiny little gold detail piece that has fallen off. They are otherwise in perfect condition and only offered that I pay 77$ to fix that. I will literally never shop Ray Ban or Luxoticca brands again.Luxottica Retail North America Inc.
Date: 12/06/2022
Hello ********,Thank you for contacting Luxottica After Sales. I will be happy to assist you.I apologize that we do not have the access to check your order which was purchased from ******. We recommend you contact the store where the purchase was made and the staff can attempt to locate your proof of purchase for you. We did confirm tht your initial contact with us was regrding your issues with the Aftersales website on 6/30/2022. If you are able to obtain and submit proof of purchase dating back to 6/30/2020-6/30/2022 then we will be more than happy and willing to process a $0 replacement for you. Unfortunately, without proof of purchase we cannot replace this item as there is unfortunately no way for us to confirm if it is inside of the warranty time frame.I apologize for any inconvenience. If you have any further questions, please feel free to let us know.Again, thank you for contacting Luxottica After Sales. Have a great day!Best Regards,Luxottica Customer Resolution TeamReview fromJalisa J
Date: 11/12/2022
1 starJalisa J
Date: 11/12/2022
Scam company. Requested a refund four times. Finally got a return shipping label. Returned the glasses and now this scam of a company refuses to issue a refund. DO NOT purchase from them. I've spoken with multiple representatives and nothing has been done to resolve my issue. This company needs to be shut down immediately.Luxottica Retail North America Inc.
Date: 11/14/2022
Hello ******,Thank you for reaching out to Glasses.com. We greatly appreciate your review and feedback of our company. It is reviews like these, which help us work to provide better service moving forward. After reviewing your account, we have ensured that your refund was indeed processed, in the full amount, on 11/10/2022. Please note that refunds typically take up to 5 business days to process and reflect on your side. If in addition to the refund, should you have any other isses that need resolved regarding your order, please do not hesitate to reach out to us so that we can make everything right.Thank you,Glasses.com Customer Resolution TeamReview fromDiana H
Date: 11/02/2022
1 starDiana H
Date: 11/02/2022
The WORST customer services I've ever experienced! I purchased my son's glasses on Oct 4, 2022 from Target Optical located at 6000 Hwy 6, Missouri City, TX *****. When I picked it up I was informed that the lenses were wrong since I had paid extra for the High Index With Premium Anti-Reflective. The representative stated that she would re-order it but in the meantime my son could keep the glasses as is since he needed it for school. I was instructed to wait for a call within 2 weeks for the new lenses. I waited the 2 weeks and I still had not heard from them so I decided to go into the store on Oct 20th to check on the status. Spoke with the store manager Susie and she informed me that the order was still on the way and that I should hear back from her on Tues, Oct 25th. I once again waited for the call but didn't receive one, I went back to the store on Oct 28th to inquire about the status. Susie once again informed me that the order had not arrived but she would look into it. She told me that she was going to call me the following day to provide me an update but once again I didn't hear back from her. Monday came and I still had not heard from anyone, therefore I called Tues and spoke with a representative named Angela. She stated she didn't see an order for my son, I explained my situation and requested a call back from the manager. Angela assured me that Susie would call me within 30 minutes, NO CALL. I decided to go back to the store that evening and spoke with Leslie. Leslie seemed to be up to date with my situation but instead of trying to rectify the problem she became defensive. I explained my frustration with the lack of communication and professionalism from the store and was only requesting partial refund but Leslie stated that she couldn't process a partial refund. She instructed that she could do a full refund but I would have to return the glasses. My only options were to give the glasses back or be satisfied with an unfinished product.Luxottica Retail North America Inc.
Date: 11/03/2022
Hello *****,Thank you for contacting *************** I am sorry to hear about your experience at the Missouri City location.At this time, we have recieved your BBB review as well as your customer care ******************. We really want to have your concern addressed as quickly as possible. To accomplish that, we have reached out directly to the Regional Manager of the store you visited and requested that they reach out to you directly to resolve these issues. These responses typically take up to 5 business days to recieve. Thank you for your understanding. Have a great day!Best ************************************Review fromVernon L
Date: 08/24/2022
1 starVernon L
Date: 08/24/2022
If I could leave ZERO stars or negative I would. Went to the store on ************ in ********* and waited in line 15 minutes, only to be ignored. I need my glasses adjusted, have been having trouble with them since I got them a year ago. Wont be getting any more glasses there. I ended up walking out, without having my glasses adjusted. The two people who were working there, completely ignored me. Then they leave their customers at the counter and go in the lab. Thats when I said pound sand and walked out. THE ABSOLUTE WORST CUSTOMER SERVICE.Luxottica Retail North America Inc.
Date: 08/26/2022
Hello ******, We have received your BBB review, and are very sorry to learn of your experience. If you could give us the exact address and brand of the store you visited, we will forward your review to their management team. We apologize for your experience, and hope you will allow us the opportunity to correct the mistake! Sincerely,Customer Resolution Team ********************************************************************Review fromEmilio R
Date: 08/19/2022
1 starEmilio R
Date: 08/19/2022
TERRIBLE customer service, I bought a pair of my prescription glasses I waited the time they told me to wait when I called the lady answering the call was very rude I asked her to call the lab and update the shipping method because I was going to travel and all she was doing was making excuses ..... I been with them for the past 20 years but I believe this is the time to look for a new place.Luxottica Retail North America Inc.
Date: 08/26/2022
Hello ******, We have received your BBB review, and are very sorry to learn of your experience. We do apologize, but unfortunately we do not have the option to call the lab and change the shipping method once the order has been sent to processing/manufacturing. We can only change the shipping method shortly after the order is placed. We do apologize for this inconvenience! Sincerely,Customer Resolution Team ********************************************************************Review fromKen S
Date: 08/15/2022
1 starKen S
Date: 08/15/2022
On 8/6/2022, I purchased a pair of sunglasses and needed them quickly so I paid an additional amount for expedited shipping. They deducted the amount off of my card which was an even dollar amount. Now, 9 days later, I received an email thanking me for my purchase. I called the phone number listed to report that I have yet to receive my glasses. The person could not locate my purchase. I gave him my exact email address, date of purchase and the amount, yet he/she could not find my purchase. Their response was that I must have purchased them from a fraudulent website, yet THEY sent me the thank you with their contact information on there. I attempted to call them main office and that was an endless cycle of wasting my time. My wife had deleted the email with the purchase confirmation. Even if this company is legit, they need serious help. I expect Luxottica to reply to this saying to contact them. I have done that many times and provided my email. How about this time you guys contact me! I have wasted more than enough time and money on trying to obtain my purchase or a refund with no success.Luxottica Retail North America Inc.
Date: 08/17/2022
Hello *******, We have received your BBB review, and are very sorry to learn of your experience. After researching, we can see that you already spoke with our team and they were able to locate your order. However, the only order we were able to locate within our system was order#*************; a ***** Boonie Hat XL for the cost of $50. You replied on 8/16, stating, "Then yes I received your product. I had purchased another ***** product as well. I apologize that I made an error." Unfortunately we were not able to locate any other orders or additional items on order#*************, other than the ***** Hat. If you still see a charge other than the $50 charge from ***** for the Hat, we would suggest partnering with your bank to dispute the charge, as we have no way to refund an order that we did not process or manufacturer. Sincerely,Customer Resolution Team ***** Del MarReview fromHK M
Date: 08/09/2022
1 starHK M
Date: 08/09/2022
Had a eye exam and only did the lenses. The cost was outrages over $200. Then my spouse got glasses over $500. The store did not use our health insurance only vision insurance nor gave the promotion that is going at the time. But they added the warranty and could not remove it. The system was down spent 3+ hours in the store. Needless to say we were mad. So got a text glasses ready. Go to the store and guess what only 2 out of 3 ready. So told the store not coming back so the store it an hour drive. The store agreed to mail when glasses came in. So then ask for the prescription the person said didn't you get the folder. Funny WHAT FOLDER plus you added a warranty we didn't want Like would I ask if I did. So they writes it down and I said which one is near & which is far. OMG just to lazy to just write it out.. Then Funny got a text stating glasses ready for pick up. Today the glasses came **** WRONG Prescription. Lens Crafter cost was over $600. NEVER NEVER AGAINLuxottica Retail North America Inc.
Date: 08/12/2022
Hello,We have received your BBB review, and are very sorry to learn of your experience. Could you please let us know which store location you visited/their address? Once we have this information we will forward your review to the local management. We apologize for any inconveniences caused by your experience. Sincerely,Customer Resolution Team **********************HK M
Date: 08/15/2022
***************Review fromDiana J.
Date: 07/25/2022
1 starDiana J.
Date: 07/25/2022
Worst experience ever! My husband has been trying to get a pair of glasses since April. He made an appointment. The day of the appointment, after the eye exam was done, we were informed that his order could not be placed due to the insurance portal being down. Went back the next week and placed the order but they would not give him a copy of his prescription because the eye exam insurance portal was still down. We eventually had to pay out of pocket for the eye exam and go back into the store ( they werent able to do a refund over the phone) once the portal was working to receive a refund. He finally received his glasses and after a few days had to go back because he was having problems seeing. They determined that the measurement was done incorrectly. They ordered a new pair. On the second pair, one of the lenses was made too small for the frame and moves when cleaning. A third, replacement pair, was ordered. Two weeks after the order was placed for pair #3, after we called to inquire on the status, we were told that the original lens was not available and they would have to use a higher definition lens. 2 days later we are being told that they cannot make another pair because the lens type is no longer available. The excuse we are being given is that they were acquired by a new company (over a year ago) and the company keeps changing the type of lenses they offer. So now we have to go some place else and pay out of pocket because he cannot see without glasses and they will not issue a refund and reverse the insurance claim until he returns this pair of glasses back to them. And now we are going on day 2 waiting for the regional manager to call us per our request!!!!! And yes we did purchase the additional protection plan!!! After a follow up call to the store, I was told that the regional manager wont call me, he doesn't talk to customers.Luxottica Retail North America Inc.
Date: 07/28/2022
Hello *****, We have received your BBB review and are very sorry to learn of your experience. Please reply back to us with the brand and address of the location you visited for your exam and eyewear. Once we have this information we can partner with your local management to try and provide a resolution! Sincerely,Customer Resolution Team ********************************************************************
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