Optician
Luxottica Retail North America Inc.This business is NOT BBB Accredited.
Find BBB Accredited Businesses in Optician.
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
Want to share your experience?
Leave a ReviewReview Details
Review fromMelissa M
Date: 11/26/2024
1 starMelissa M
Date: 11/26/2024
I placed a prescription sunglasses order with them at the end of June. By October I still had not received it, despite multiple reorders on their end, one of which did actually get shipped, but to the wrong address. Every time I emailed or called to inquire about my order (or any of the multiple reorders they placed for me), I was told there was an unspecified issue and that they would need to do a replacement order. They did this 4 or 5 times, and I still never received anything. Finally, I gave up and told them to just cancel it. Not once were they proactive in telling me there was a problem with my order. Every single time, I waited the requisite amount of time they told me to wait, the order didn't arrive, and then I had to contact them, at which point they would inform me that there was an issue and that they would need to place yet another replacement order. I never received my glasses despite spending hours on the phone with their **** and multiple email exchanges, reorders, etc.I do not recommend purchasing prescription glasses from them, as that seemed to be the cause of the issue. Probably a non prescription order would be easier for them to handle, but try it at your own risk. I wouldn't. I'll never buy anything here again. No one seemed to care that I had been waiting for months and gone through multiple reorders, yet with nothing to show for it. All their reps could do was repeat the same script over and over. Terrible service!Luxottica Retail North America Inc.
Date: 11/27/2024
Hello *******,
After reviewing your original order ********, it appears that you were never charged.
We apologize for the ongoing issues but suggest you place a new order.
Thank you,
Luxottica Customer Resolution Team
Review fromDiana E
Date: 11/22/2024
1 starDiana E
Date: 11/22/2024
I filed a complaint about the service I received. However, instead of addressing my concerns, the company assigned the same unprofessional staff member I complained about. This staff member then blamed me and accused me of lying. My issue remains unresolved, and I now need assistance from a higher-level representative.I have added my initial complaint for reference I am deeply disappointed with the drastic decline in the quality of service at your office over the past year since the change in ownership. I have been a loyal patient for several years, and I used to be very satisfied with the care I received, even recommending your services to others. However, my recent visit has compelled me to share my negative experience.Lack of Courtesy: I was greeted without any courtesy, as if my presence was an inconvenience. This is not the level of professionalism I expected.Long Wait Time: Despite arriving early for my appointment, I was made to wait for forty minutes past my scheduled time. The doctor attended to another patient who arrived after me without any explanation or apology, despite my inquiries.Allergic Reaction Concern: I repeatedly reminded the staff and doctor of my severe allergy to the dilation drops, which should have been noted in my medical history.Optomap Refusal: I declined the Optomap procedure due to unanswered questions and concerns about my medical file and insurance.Prescription Confusion: The doctor initially appeared attentive but then attempted to persuade me into accepting a progressive prescription without proper explanation. When I asked for my previous year's prescription, she seemed unaware and ultimately provided an incorrect prescription that the front desk staff hesitated to correct.Given these issues, I need my appointment rescheduled at another location without additional cost, just the retinal imaging. I have lost trust in this office and do not want to risk another unsatisfactory experience or an incorrect prescription.Luxottica Retail North America Inc.
Date: 11/25/2024
Hello *****,
Thank you for reaching out to us via the BBB.
We apologize for your experience thus far and we are here to help.
After reviewing your account, it appears that you previously filled out the customer care form.
We have escalated this to the Regional Manager for review. You should expect a response from them within 5 business days.
Thank you,
Luxottica
Customer Resolution Team
Review fromRalph H
Date: 11/18/2024
1 starRalph H
Date: 11/18/2024
Title: Extremely Disappointing Experience – Double Charged and Still No Glasses I placed an order with LensCrafters on October 24th and have had nothing but frustration since. First, I was double-charged for the same order on October 31st, which has yet to be resolved despite providing proof. Second, the glasses I ordered still haven’t arrived almost a month later, and the shipping delay caused me to miss using them for an important business trip. To make matters worse, the order confirmation lists the wrong frame color (green instead of blue), and I was told they couldn’t ship to my APO address, even though it’s a valid U.S. address. I provided an alternate address in Germany, but the overall process has been unnecessarily difficult and time-consuming. When I tried to contact customer service for help, I was treated rudely, and the online chat was abruptly ended without resolving any of my issues. This lack of professionalism and support is unacceptable from a company I trusted for quality products and service. I still haven’t received my glasses, the duplicate charge remains unresolved, and I’m left feeling completely disappointed. I won’t recommend LensCrafters to anyone after this experience.Luxottica Retail North America Inc.
Date: 11/19/2024
Hello *****,
Thank you for reaching out to LensCrafters via the BBB.
We regret to hear about your experience thus far, and we are here to help.
We have issued a refund in the amount of $327.50 for order *************, which you were inexplicably charged twice for.
Additionally, order ************* was delivered earlier today, 11/19 per ************************** (************************************************************************************).
Additionally, the replacement order, 8241076298916 , which was wrongfully created on 11/7, was delivered on 11/15 per 92612963438951553000488900 (*********************************************************************************************************).
This complaint has been resolved.
Thank you,
Luxottica Customer Resolution Team
Review fromMorgan M
Date: 11/11/2024
1 starMorgan M
Date: 11/11/2024
I ordered a pair of sunglasses. But then received two separate orders when I only placed a single order, low and behold they charged me twice! When reaching out to them they kept just saying they will send me a free label To return, then they would refund the money they stole. I cant drive To be able to return the package without paying money. This is fraud.Luxottica Retail North America Inc.
Date: 11/12/2024
Hi ******,
Thank you for reaching out to Ray-Ban.com! I show your refund was processed on 11/12/2024. The credit was processed on your original form of payment in the amount of $176.96. Please allow up to 15 business days for this to reflect on your side.
Again, thank you for contacting Ray-Ban.com! Have a wonderful day!
Best Regards,
**** *.
*************************************************************
www.ray-ban.comReview fromMichael M
Date: 11/08/2024
1 starMichael M
Date: 11/08/2024
I was talking to sombody on November 4th 2024 regarding an compliant about the service and she said they will call me back on November 6th 2024 they never did its really sad because my wife is a loyal customer with LensCrafters I guess nowadays loyalty doesn't mean anything. Purely Horrible serviceLuxottica Retail North America Inc.
Date: 11/15/2024
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 fromTeresa J
Date: 11/07/2024
1 starTeresa J
Date: 11/07/2024
My husband and I went into the LensCrafters store at Oakview Mall in Omaha, NE, on Tuesday, October 22, 2024, at 6:15 pm CST, regarding a billing issue we had previously spoken about with our vision insurance and LensCrafters. We were told it was taken care of. When we went to the store we spoke with the only staff member that was working we explained the situation to him. He said that we would need to speak with his boss, to which we replied that we had already done that and she was less than helpful, stating that there was nothing she could do about it. The employee exploded stating that doesn't sound like her. He has worked with her for a long time and she would not say that. My husband stated that we would not talk to her because she was worthless the last time we spoke with her. I tried to speak to him about my conversations with our vision insurance and LensCrafters and he kept cutting me off. My husband got a little louder trying to get him to calm down, to which the employee responded that we needed to calm down or he was going to call security. We got up to leave because the conversation was not going anywhere. As we left the store I said that we did not get his name. We returned to the store to ask him for his name and he threw a card at my husband. I said "That was real professional" to which he replied that we need to leave or he is going to throw us in jail. The card he threw at my husband didn't have his name on it. I filled out the formal complaint with LensCrafters asking for the bill that started all of this to be written off, a written apology from the employee, and if he refused to do that I wanted him fired. The form stated that I would have a response and resolution within 5 days. I have called 3 times and they are still waiting on the store for a response. My husband is afraid that if we go back to the store we are going to get threatened with jail again.Luxottica Retail North America Inc.
Date: 11/11/2024
Hello ******,
Thank you for contacting LensCrafters!
Voucher Code: *********************
Voucher Expiration Date: 12/31/2024
Again, thank you for contacting LensCrafters. Have a great day!
Best Regards,
***** E
LensCrafters Customer Service
****************************Review fromD. H.
Date: 11/02/2024
1 starD. H.
Date: 11/02/2024
Rude. I filed a complaint. They never responded. I called them. They hung-up on me.Luxottica Retail North America Inc.
Date: 11/04/2024
Store Response
Is Issue Resolved?
Yes
Is Customer Contacted?
Yes
Resolution Category
Explained Policy/Process
Resolution Date
10/24/24
Resolution Notes
I explained that the patient missed the appointment, apologized for inconvienence and offered to reschedule.D. H.
Date: 11/06/2024
“No one” spoke to my wife and I about my complaint. My complaint was about the 10 minute grace, being rude, hung-up on me, etc.. There is no posting and/or notice reference this 10 minute grace. I was brushed off with an email from Len Crafters asking to re-schedule my appointment. That’s NOT addressing my complaint ! Len Crafters “never” spoke about their employee rudeness and being hung-up on. We were present within the 10 minute grace. Their employee admits that. I tried to speak with their employee, by phone, the day of this incident. Their employee hung-up on me. Len Crafters “NEVER” showed us the written policy/process. My family and I will NEVER use Lens Crafters in the future. TERRIBLE SERVICE.Review fromNam N
Date: 10/26/2024
1 starNam N
Date: 10/26/2024
***Beware of this location*** (This is specifically for the exam side of the business, not the glasses side, those guys are always great and wonderful) I just came here today for my annual exam. At any other location they will ask if you want to do the optional retinal imaging for $39 but here they wont ask. They will slip in the opt in form for you to sign along with the other normal paperwork. If you dont pay attention (which is almost everyone) then they will do it without your consent and charge you for it. Whoever they can do it to they will but not me! I read all the fine prints and did not sign that specific page. After my exam, they said I was due for $39, they thought I signed the document. I said I did not consent or agree to do this, they said you got it done anyways. How in the world would I be able to tell which machine was for that? You simply just follow the technicians on where to go, where to sit , and what to do. I did not agree to pay and showed them that I did not sign the paper to consent. They said thats fine then we wont give you your prescription paper. I walked out and left. You are required by law to advise clearly of what you will be doing and charging the patient not just slip in a piece of paper to sign along with the other stuff. I will be reporting this location to the BBB, Consumer Affairs, and Corporate. I will also be posting this on my tiktok to spread awareness.Luxottica Retail North America Inc.
Date: 10/30/2024
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 Team
Review fromJ. Y.
Date: 10/19/2024
1 starJ. Y.
Date: 10/19/2024
Went to a Target Optical which I'm told is owned by Luxottica. I ordered prescription sunglasses on 9/19/24. Waited patiently for them to arrive. They did not arrive within 2 weeks so I went in to the store to check on them . Holly had to call and check on them and was told when she called me later that day that they should be in on 10/7/24. They did not arrive. Went back in on 10/8/24 to inquire again and was told that they had to redo the lenses and that they should arrive on 10/15/24.
I checked the tracking on the Target Optical website on 10/14/24 and it said order was received and that they were still not shipped. I decided to call the number on the website and then I was told that the new expected date would be 10/23/24. I was sent an email to report the issue and that someone from the store would get back to me in 3-5 business days. Nobody contacted me so I decided to go into the store on 10/17/24 to cancel the order and get a refund. At this point 29 full days have passed.
I was told that the manager Kris knew about the form I filled out from the email and she did not even bother to call me back to give me an update on the situation. I called and spoke to her on 10/19/24 and she told me that she was going to offer me a discount on the sunglasses when they would arrive. The thing is though that in my opinion they were never going to arrive. She did not seem to care at all when I spoke with her. Very poor customer service. Especially from a manager.
So in total I had to go to the store 3 times, called the customer service on website and I was the one who called the store manager because she could not be bothered to call me and give me an update on the situation after filling out the complaint form even though Shirley recommended to her that she should call me because I was getting ready to cancel the order.
This was my first time using Target Optical and it is the last. So I highly suggest you avoid this Target Optical location at all costs.Luxottica Retail North America Inc.
Date: 10/21/2024
Hello *****
Thank you for reaching out to Target Optical via the BBB.
After reviewing your previous interaction history, it appears that on 10/14 you filled out a customer care form related to this review.
Later that same day, the care form was resolved and closed by the store who noted that if you stop by they can issue you a full refund. They also noted they are unsure why the lab is not able to fulfill the order in a reasonable amount of time.
Thank you,
Luxottica Customer Resolution Team
J. Y.
Date: 10/22/2024
While I did fill out a customer care review form, I was never informed that the store resolved and closed it out, because I was never contacted. I waited patiently for 5 days and I was the one who had to call to speak to the manager, because she made no effort to contact me. Again, poor customer service on her part. Also, if your lab cannot fulfill the order after 29 days, that is even more absurd. THAT IS WHAT PART OF YOUR BUSINESS IS!Review fromJason B
Date: 09/27/2024
5 starsJason B
Date: 09/27/2024
It's important that I acknowledge Luxottica for the excellent care they provided me with. Native Eyewear specifically. They more than covered the bases. It's important for me, as a customer/consumer, to also use the BBB platform to positively acknowledge the good companies that do their best to help me (possibly others too). It's very easy to be negative and complain. It's also important to be positive and grateful! Thank you!Luxottica Retail North America Inc.
Date: 10/21/2024
Hello ******
We wanted to thank you for your previous order and let you know that we would be more than happy to assist you with placing another order in the future should you require assistance. Please do not hesitate to contact us.
We value your business and look forward to hearing from you soon.Thank you,
Luxottica Customer Resolution Team
Luxottica Retail North America Inc. is NOT a BBB Accredited Business.
To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.