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
Average of 181 Customer Reviews
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Review fromRoland G.
Date: 02/26/2025
1 starRoland G.
Date: 02/26/2025
I want to make a formal complaint on this store. I've been to this store two times now. The only thing that had me come back is how fast the eye exam is there. But everything else is horrible. I've had the same insurance for 6 years now. And I know what my copay are. Both times I went I've waited until I had both frames and lens covered. The first time I picked everything out and was told after insurance my total cost was $160 this second time I got frames under what my insurance pays and got the exact same lens options as last time and somehow after my insurance i paid $260 and nothing major changed in my prescription these bith were single vision. My second complaint is the turn around time. The first time I went I was told I would have them in a week and a half, 3 weeks later they finally come in. This second time I was told 2 weeks tops. I'm going on the fourth week with no glasses. I went by today and was told 1 lens made it in but the other didn't because the transitions is on back order. Now i ended up calling not just ****** works, not just ********* **** but also another ****** vision acting like I just wanted my prescription lens with transitions and asked if it was on back on and I was told they are readily available no issues getting them. This pearle vision at **** ******* *** Athens ga is 1. Ripping people off they are setting their own prices as the other stores including the other pearle vision went over my benefits and my cost was around $145 but 2. 4 weeks is ridiculous to get lens in when my wife got her exam at the other pearle 2 weeks after mine and already got hers back.Luxottica Retail North America Inc.
Date: 02/28/2025
Hello *******
Thank you for contacting us. I am sorry to hear that your experience at one of our stores did not meet your expectations. We want to ensure we can resolve this as quickly as possible.
To ensure the proper team addresses your concerns we need to learn more about your experience in your own words. Please fill out our Customer Care Form so that we can best assist you. Once submitted, please allow up to 5 business days to hear back from the store.
To access the form, please visit:
*******************************************************Thank you,
Luxottica Customer Resolution Team
Review fromT. V.
Date: 02/24/2025
1 starT. V.
Date: 02/24/2025
Late in 2024, I purchased a pair of frames from ***** ******** Optical in ********, MT and got the lenses from from LensCrafters at ********'s Southgate Mall. The frames were teal colored with thin teal bands holding the lenses to the frames. First, my lenses were delayed coming in. No problem, they stayed in contact with me and were pleasant to deal with. When I got my glasses back, it took me a few days to realize why I didn't like them as well. The bands (I think they may have called them wires?) under the lenses were now clear instead of teal colored. I went back in to talk with them about it, and they said they didn't have access to any but clear ones. I said I would go to ***** ******** Optical and ask for them to fix the problem, and asked the lady at LensCrafters if they would refund me whatever it cost to get my glasses back to the way I purchased them. The lady behind the counter said she didn't think they could do that. I asked to speak with a manager. The manager wasn't in, but the lady told me she's have the manager call me back. The manager never called.
I went to ***** ******** Optical. They had to order a whole new set of frames in order to get me the proper-colored bands. They cheerfully did so, replaced them for me on the spot when they were in, and didn't charge me anything.
So - my lenses were delayed, they broke my glasses, they didn't tell me they had done so, they repaired them improperly, they were unwilling to take financial responsibility for having done so, and they never followed up with me when they were supposed to.
If you're in the ********, MT area, I strongly recommend going to ***** ******** Optical instead of LensCrafters.Luxottica Retail North America Inc.
Date: 02/26/2025
Thank you for contacting us. I am sorry to hear that your experience at one of our stores did not meet your expectations. We want to ensure we can resolve this as quickly as possible.
To ensure the proper team addresses your concerns we need to learn more about your experience in your own words. Please fill out our Customer Care Form so that we can best assist you. Once submitted, please allow up to 5 business days to hear back from the store.
To access the form, please visit:
*******************************************************T. V.
Date: 02/26/2025
The following is a copy-and-paste of what I wrote above - I already gave the details there. Late in 2024, I purchased a pair of frames from Rocky Mountain Optical in ********, ** and got the lenses from from LensCrafters at *************************. The frames were teal colored with thin teal bands holding the lenses to the frames. First, my lenses were delayed coming in. No problem, they stayed in contact with me and were pleasant to deal with. When I got my glasses back, it took me a few days to realize why I didn't like them as well. The bands (I think they may have called them wires?) under the lenses were now clear instead of teal colored. I went back in to talk with them about it, and they said they didn't have access to any but clear ones. I said I would go to Rocky Mountain Optical and ask for them to fix the problem, and asked the lady at LensCrafters if they would refund me whatever it cost to get my glasses back to the way I purchased them. The lady behind the counter said she didn't think they could do that. I asked to speak with a manager. The manager wasn't in, but the lady told me she's have the manager call me back. The manager never called. I went to **********************. They had to order a whole new set of frames in order to get me the proper-colored bands. They cheerfully did so, replaced them for me on the spot when they were in, and didn't charge me anything. So - my lenses were delayed, they broke my glasses, they didn't tell me they had done so, they repaired them improperly, they were unwilling to take financial responsibility for having done so, and they never followed up with me when they were supposed to. If you're in the ********, MT area, I strongly recommend going to Rocky Mountain Optical instead of LensCrafters.Review fromLouie D
Date: 01/15/2025
1 starLouie D
Date: 01/15/2025
The store in Florida on 118th St. in Biscayne Boulevard operates as a fraudulent misleading operation. They stole my glasses refused to give me a refund. They called the police on me. They told me I had to leave immediately they have my merchandise and refused to refund my $865.38 and if I didn’t leave the police we’re gonna takeLuxottica Retail North America Inc.
Date: 01/17/2025
Thank you for contacting us. I am sorry to hear that your experience at one of our stores did not meet your expectations. We want to ensure we can resolve this as quickly as possible.
To ensure the proper team addresses your concerns we need to learn more about your experience in your own words. Please fill out our ************* Form so that we can best assist you. Once submitted, please allow up to 5 business days to hear back from the store.
To access the form, please visit:
*********************************************************************************;Review fromTy H.
Date: 01/10/2025
2 starsTy H.
Date: 01/10/2025
The branch manager in January 21, 2023 said I followed her to her car when I don't even know where they park their cars. Discriminated against for being a man and banned from the establishments for no good reason. As a result the regional manager said they cannot serve me anymore. Retaliation and harassment.Luxottica Retail North America Inc.
Date: 01/15/2025
Thank you for contacting us. I am sorry to hear that your experience at one of our stores did not meet your expectations. We want to ensure we can resolve this as quickly as possible.
To ensure the proper team addresses your concerns we need to learn more about your experience in your own words. Please fill out our ************* Form so that we can best assist you. Once submitted, please allow up to 5 business days to hear back from the store.
To access the form, please visit:
*********************************************************************************;Review fromFaye R
Date: 01/10/2025
1 starFaye R
Date: 01/10/2025
Believe the poor reviews! They are 100% true. I bought a pair of designer prescription glasses by ******* ****. The nose piece broke from normal wear and poor design. They refuse to do anything at all. The glasses are less than 6 months old. Their customer service is a joke. I definitely do not recommend this company at all both for quality of product and lack of customer service. You're better off buying for *******!Luxottica Retail North America Inc.
Date: 01/13/2025
Hello *****,
Thank you for contacting Luxottica After Sales. I am sorry your glasses were not covered under warranty. A broken nose pad arm is not covered under our warranty. I do apologize but the results can not be changed.Please use the code below on your next online purchase to receive 50% Off (ONLY 1 Item up to $500). Valid until 12/31/26. 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: ***********
Again, thank you for contacting Luxottica After Sales. Have a great day!
Best Regards,
*******
Luxottica Warranty & Repair Service CenterReview fromMasters
Date: 12/23/2024
1 starMasters
Date: 12/23/2024
I purchased the Ray-Ban Meta glasses, and after about 4 hours of use, they stopped working. I filed a claim with Ray-Ban, but I was informed that there was damage on the right side next to the screw, and as a result, they would no longer be covered under warranty.This experience has been extremely disappointing, and Im frustrated with the lack of support for a product that failed so quickly. Unfortunately, this has made me reconsider purchasing anything from Ray-Ban in the future.I wanted to share this feedback in the hope that customer concerns are taken more seriously in the future.Luxottica Retail North America Inc.
Date: 12/26/2024
Hello ******,
Thank you for reaching out to Ray-Ban.com! When you purchase through Ray-Ban.com, your glasses come with a 24 month manufacture warranty. Luxottica warrants that the purchased product is free from manufacture defects (material and workmanship).
WHAT IS COVERED BY WARRANTY (examples):
Delamination and/or peeling of sun lens coating
Bubbles or imperfections in lens coating
Premature flaking or deterioration of frame coating
Soldering defects of temple hinges and/or barrels
WHAT IS NOT COVERED BY WARRANTY (examples):
Normal wear and tear (scratches or pit marks on sun lenses )
Any damages caused by accident, abuse, neglect, shock, improper use or storage of product
Damage caused by chemicals (hair spray, cologne, window cleaner, alcohol, etc)
Damage caused by unauthorized modifications or repairs
Loss of eyewear
Prescription (Rx) lenses
The warranty will not cover issues with your prescription lenses. If you need to start a warranty claim, you can visit ************************************************************************************;
Best Regards,
****************************
*************************************************************
**************************Masters
Date: 12/27/2024
Already opened one.
Case # ********
I was informed that there is damage on the right side next to the screw. Upon closer inspection, it appears to be caused by the screw being too tight. I’ve only worn these once and haven’t done anything that could have caused this damage, so it’s hard for me to believe the warranty wouldn’t cover it.
Is there anything we can do? These are less than one month old, and I’d appreciate your support in resolving this issue.Review fromBrandy C
Date: 12/13/2024
1 starBrandy C
Date: 12/13/2024
I booked a appt with lens crafters they had a eye doctor in the building with them they said they accepted my insurance I went for my appt filled out all the paperwork waited for a half hour all for them to tell me the eye doctor part didn't take my insurance after they told me they didLuxottica Retail North America Inc.
Date: 12/17/2024
Hello *******
Thank you for contacting us. I am sorry to hear that your experience at one of our stores did not meet your expectations. We want to ensure we can resolve this as quickly as possible.
To ensure the proper team addresses your concerns we need to learn more about your experience in your own words. Please fill out our Customer Care Form so that we can best assist you. Once submitted, please allow up to 5 business days to hear back from the store.
To access the form, please visit:
*******************************************************
Thank you,
Luxottica Customer Resolution TeamReview fromAnthony K
Date: 12/03/2024
1 starAnthony K
Date: 12/03/2024
Refuses to honor their warranty. Third time now. Cheap Chinese plastic frames. Purchased a custom pair of ****** batwolf shades and they broke at the hinge. I wont buy another pair of ********* brand shades again. Can't even speak to a real human, every email, every phone call it's all automated.Luxottica Retail North America Inc.
Date: 12/04/2024
Hello ********
Thank you for taking the time out of your day to reach out to Luxottica After Sales via the BBB. We appreciate your feedback and are here to help.
After reviewing your account, it appears that service request ******** was determined to be outside of warranty.
We see that in your email to us from 12/03/2024 09:14 AM you mentioned:
"I want a f******** good g****** explanation ad to why you f******** pieces of **** arent gonna honor your ********* warranty. I spent $250 mother ********* dollars and the glasses broke inside the 2 years. And the best you can offer me is 30% off. I want somebody to actually speak to me and explain why. How can you determine its not workmanship issues from a couple of pictures. You can clearly see i take good care of my ********* sunglasses"
Well, to begin, here is a list of what is covered VS what is not covered by our warranty:
WHAT IS COVERED BY WARRANTY (examples):
Delamination and/or peeling of sun lens coating
Bubbles or imperfections in lens coating
Premature flaking or deterioration of frame coating
Soldering defects of temple hinges and/or barrels
WHAT IS NOT COVERED BY WARRANTY (examples):
Normal wear and tear (scratches or pit marks on sun lenses )
Any damages caused by accident, abuse, neglect, shock, improper use or storage of product
Damage caused by chemicals (hair spray, cologne, window cleaner, alcohol, etc…)
Damage caused by unauthorized modifications or repairs
Loss of eyewear
Prescription (Rx) lenses
After taking some time and researching your service request, and reviewing the pictures you submitted, it is clear and very obvious that the damage sustained to your Oakley's was by no means caused by a manufacturers defect. The damage shown was determined to be caused by "damage caused by accident, abuse, neglect, shock, improper use or storage of product". Because of this, you warranty claim was denied and you were generously provided with a 30% off code.
However, based off your response from 12/03/2024 09:14 AM, this code seemed to cause you to become increasingly escalated.
Because of this, as a one time exception, Please use the code below on your next online purchase to receive 100% Off (ONLY 1 Item up to $300). Valid until 12/31/25. 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: ******************
Please note that your account has been notated with your one time exception, and moving forward any determination made by our After Sales team will not be able to be overridden.
We hope you have an absolutely fantastic rest of your day sir,
Thank you,
Luxottica Customer Resolution TeamReview fromScott K
Date: 11/29/2024
1 starScott K
Date: 11/29/2024
Horrible customer service, just horrible. I made an appointment online and was given a time, then a representative (Anita I believe) left a voicemail stating they were trying to confirm the appointment and verify the insurance. When I called back I was told the appointment was verified and I was set, nothing about the insurance not being verified. I drive 20 minutes to LensCrafters and they tell me the insurance (of which I actually have TWO policies), wasn't verified. Why would you wait two hours to tell me that? My appointment reference number isn't permitted to be posted here, but I received it immediately after scheduling the appointment online. Why even issue an appointment when you know most, if not all your customers aren't going to pay full price when they have vision coverage? Doesn't it make sense to verify the coverage status and get that straight before you book any appointment(s), wasting the doctors time as well as the customers. If I'm not home I don't have ready access to my insurance information and I received a phone call from LensCrafters to (in part) perform that very act. So when I go in and one of the employee's states he didn't say I was verified, he fundamentally fails to recognize that his role in that was superseded by someone who called me for the very explicit purpose of verifying my insurance, to then state you didn't actually SAY it was verified demonstrates a fundamental misunderstanding of what the company you work for is doing. It's just so basic, you call a customer to verify something, then you don't call them back, isn't it just human nature for said customer to believe that everything is fine? What a complete joke. And I missed all the Black Friday deals because I didn't have my prescription because....yeah. And the kicker is, I KNEW it would happen. I thought, there's no way it's going to be this easy, just no way, it has never been this easy, never with LensCrafters. And I was correct, unfortunately.Luxottica Retail North America Inc.
Date: 12/02/2024
Hello *****,
Thank you for contacting us. I am sorry to hear that your experience at one of our stores did not meet your expectations. We want to ensure we can resolve this as quickly as possible.
To ensure the proper team addresses your concerns we need to learn more about your experience in your own words. Please fill out our ************* Form so that we can best assist you. Once submitted, please allow up to 5 business days to hear back from the store.
To access the form, please visit:
*********************************************************************************;Thank you,
Luxottica Customer Resolution Team
Review fromF. D.
Date: 11/27/2024
1 starF. D.
Date: 11/27/2024
Had my eye exam here over a month ago, eye glasses ordered as well as contact lenses. Eye glasses arrived within a week and no update on the years supply of contact lenses, I had to call Lens Crafters to check in. Was told by Lens Crafters that they do not see it in their system and I have detailed receipts via email and hard copy! 4 weeks and still have not received the years supply of contact lenses that were already paid for!Luxottica Retail North America Inc.
Date: 11/29/2024
Hello *****
To ensure the proper team addresses your concerns we need to learn more about your experience in your own words. Please fill out our Customer Care Form so that we can best assist you. Once submitted, please allow up to 5 business days to hear back from the store.
To access the form, please visit:
*******************************************************
Thank you,
Luxottica Customer Resolution TeamF. D.
Date: 12/02/2024
This incident has been ongoing for over 30+ days now and you want me (the customer) to wait 5 more days just to hear back?
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