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 fromC. C.
Date: 08/01/2024
1 starC. C.
Date: 08/01/2024
Scheduled an eye glass only exam online. At the front desk, told Maddie that I did not want a contact lens exam as I had a years worth supply. I went into the eyeglass exam and the doctor also had me try on contacts, I assumed this was part of the exam as I usually have contacts and thought nothing of it. When I went to sit with the sales associate, I told him I didn’t want contacts. I didn’t know my benefit at the time but for an eye exam it is $10. For contacts it’s $60. They charged me for a contact lens exam even though I set an online appt for eyeglasses and told the woman at the front desk I didn’t not want a contact lens exam. This is a lack of communication between the staff and to their customer. It is also up charging without consent. I will not be coming back.Luxottica Retail North America Inc.
Date: 08/02/2024
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
C. C.
Date: 08/05/2024
I would like a refund for the contact lens exam since I requested twice not to have it yet it was pushed on me anyways in a deceptive manner. I would like a refund as I didn not ask for nor did I want the contact lens exam.Review fromMelani S
Date: 08/01/2024
1 starMelani S
Date: 08/01/2024
If I could give 0 stars I would, but buyer beware. I ordered on July 7, 2024 after being referred to them for their "quick service and quality glasses." I submitted everything needed for the order and they continued to say they were missing my prescription. 7 different times I spoke with their live chat or an agent, mind you, you have to press 2 to place a new order to even be able to speak with anyone, you cant get help on an existing order. They finally had my prescription (after submitting initially and 7 more times) and it took nearly a week to be "in production," and now I have been waiting 9 days "in production" and spoke with an agent who just told me they will be in production for another 3 days. Their production time is "6 days or less." I paid for the expedited 3-5 day shipping/delivery, and it's been nearly a month since I placed the order and will be over a month by the time I receive the order. The glasses are simple "reading glasses," nothing fancy. I think their advertising is misleading, the customer service is horrible, and there are no real solutions. I will never be ordering from them again, and I would not recommend anyone to order from them. The "low cost," isn't worth this, and truthfully, once you add lenses and blue light, or whatever additions you want, you pay the same at any in-person store, with better customer service and you receive your glasses within 2 weeks. I do not know who owns this company but I hope that they can change the way they do business. This has been a horrible experience and my daughter has had to use an old pair of glasses while she is waiting a month for the new ones, because her glasses broke. Misleading, frustrating and costly. Not worth your time or money.Luxottica Retail North America Inc.
Date: 08/02/2024
Hello ******,
Unfortunately we were unable to locate any previous interaction or order history under the email address *********************** or your name ****** Samples.
If you could, please reach back out to us and provide the brand your purchase was made from, the date the purchase was made, the amount of the charge, the name on the order, the email address used, and any other identifiable order information that you may have available.
We will be unable to assist you until this information has been provided to us.
Thank you,
Luxottica Customer Resolution Team
Review fromAlicia M
Date: 08/01/2024
1 starAlicia M
Date: 08/01/2024
Wish I could give a negative star at this point. The below was my original review but here is the update. ****** replied which was a pointless attempt to make them seem like they care. I have tried ro reach out to their provided address as they requested but have not received a single reply. To add after waiting an additional week now they called saying the lenses have arrived but without frames. ***? Seriously. So now we will be going on at least 3 weeks before the full set of glasses come in. The million dollar question is, will they be correct??? Definitely not off to a great start. My wife got an eye exam Saturday Jul 6th and ordered glasses. She got a call today saying her glasses came in. At 1st we were quite impressed on how fast they were done. We'll after rushing home from work to drive an hour there they ordered the wrong glasses. So now out a couple of hours of our time and gas just to wait for however long for the correct pair to come in and then a couple more hours driving. They said the frames had the wrong tag. How was this not discovered before now? Why was it not discovered at the time the order was going in? Feel like they could have at least offered to let her use the ones in the wrong frame until correct ones come in, or offered to put the lenses in the display frames that should have been ordered, or bare minimum offered an inconvenience discount.Luxottica Retail North America Inc.
Date: 08/02/2024
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 ************* 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 fromD. M.
Date: 07/24/2024
1 starD. M.
Date: 07/24/2024
Initial visit on 2/17 went well at first until I went to pick up the three pairs of glasses (bifocal transition lenses) and turns out the Store Market Manager Laury measured my eye height incorrectly and I couldn't read without looking straight down to the tip of my nose. She didn't even inform me that I could choose between different widths of transitions. She just picked for me. **** why not... I only spent $1,400 out of pocket. Matthew helped me on 2/29 with correcting the issues (height & width of transitions). It is beyond me why she is the Manager. She clearly doesn't know what she is doing, costing the company money and the customer time. Why would they not hire for that position from within? Matthew was professional, knowledgeable, friendly, and absolutely knows what he is doing. I will update with photos and more when I pick up the corrected glasses in a few weeks. 7/16 update Went back a few times times to get things fixed correctly. One time I walked in and Laury was there and when she saw me she didn’t say a word called up to Matthew and I could hear her say “I’m not helping her you need to.” She proceeded to speak Spanish to a shorter blond girl. Matthew did amazing as always. I was out of town for several months and my daughter was in town and went with me to pick a pair up and drop off two others for corrections. She, the manager Laury was there again. She ignored us which is fine by me and Matthew was responsive and came to help right away. While in the store my daughter sat and watched while the “MANAGER” looked me up and down and spoke in Spanish with the short blonde woman while giving me ugly looks non stop. It didn’t come to an end until she realized my daughter was watching her. She must not have like getting treated the way she treated me because after this she went to the back grabbed her purse and left.Luxottica Retail North America Inc.
Date: 07/25/2024
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.
After reviewing your account, and previous interaction history it appears that this was resolved over 3 months ago
********* W04/03/2024 10:47 AM
Hello ****,
Thank you for sharing your experience with LensCrafters, your feedback is essential in identifying opportunities for improvement as we strive to deliver the best possible customer experience.
We understand the resolution below was provided and have closed Care form ticket ************ accordingly.
Spoke with store management and will be returning to the store Thursday, 04/04/2024, for troubleshooting
We apologize for not meeting the level of service expected and for any inconvenience this has caused. We hope this satisfactorily addresses your concerns. Again, thank you for your time and for being a valued customer.
Best Regards,
**********************
Customer Resolution Team
********************************************* Shared Services
Luxottica North America
4000 Luxottica Place
*****************However, since your complaint seems to be ongoing, we recommend filing a new complaint for the new issues that you are having.
This can be done here:
*********************************************************************************;
Thank you,
Luxottica Customer Resolution Team
D. M.
Date: 07/26/2024
If you looked at my review you would see that I was at the store as of 7/16. That is not 3 months ago. My review is not only to allow future customers know how management treats good paying customers at this location, how higher management over the employees at this location allow employees to remain at this location but also with the hopes that corporate will see this and respond accordingly. I have been to this location on 4 or 5 occasions from the beginning of my purchase and every single time the manager was unprofessional when present and especially the last time when she constantly gave me bad looks and spoke poorly of me in Spanish to another employee the entire time. My daughter was present and posted a review of what she experienced on google. I appreciate your attempt to respond to this review however you didn’t take the time to even read the entire thing. I will say I regret spending one dollar with Lens Crafters… only to get this type of treatment after spending $1,400 on 3 pairs of glasses.
Customers should not go to the location in Edison Mall Ft Myers in my opinion and go to another whenever possible until employees are properly trained and/or replaced.Review fromJulz P
Date: 07/19/2024
1 starJulz P
Date: 07/19/2024
Eyewear warranty is a sham. If you purchase your eyeglasses online, you can’t have them repaired in a store even though they guarantee that service. You have to go through so many hoops just to get your money’s worth through the extra warranty purchased. The store on Research Blvd. is oblivious and rude. Take your business else where!Luxottica Retail North America Inc.
Date: 07/22/2024
Hello *****
We regret to hear about your experience thus far, and we are here to help.
After reviewing your complaint, it appears that you failed to include your order number and we were unfortunately unable to locate your online order.
I am sorry to hear about the issues you were having with submitting an online warranty claim.For additional assistance with submitting an online claim, simply gather the following information:-proof of purchase -picture of damage (close and far pictures)-picture of internal temple (markings of the inside left arm)Once this has been gathered, please chat one of our warranty experts for claim assistance and provide an on the spot evaluation at ***************************************************************** !
Thank you,
Luxottica Customer Resolution Team
Review fromAndrea H
Date: 07/17/2024
1 starAndrea H
Date: 07/17/2024
I ordered 1 pair ** Eyewear online. Right after, same day, I read too many negative reviews from different sites & tried to cancel the order. LC sent an "order confirmation" email. Two links were provided; one to check "order status", the other to remit a copy of my prescription. They stated the order wouldn't be processed if in 5 days I didn't do this. Great. When I tried to check the order status, the message I got, "No order found." That's what I wanted. Instead, only 3 days later, LC charged my cc $612. Got to get that money! Atleast they were quick to mail the order out. Received them today. These are ******* **** and being a designer, they didn't appear to be designer in quality AT ALL. I tried them on and they would keep slipping down my nose. One arm was looser than the other and though I ordered the thinnest lenses, the glasses were too heavy and hurt the bridge of my nose. When I tried to fold them up, they wouldn't bend down flatly, the way one expects quality designer Eyewear to be. LC should never have sent them to begin in. They stated they would cancel my order after not sending in a copy of my prescription to them. Now, I have to bother to send them back, make sure I get my refund. They obviously don't make quality designer Eyewear but they price gouge like it is.Luxottica Retail North America Inc.
Date: 07/17/2024
Hello ******,
Unfortunately we were unable to locate any previous interaction or order history under your name or email address.
However, To initiate a return, please visit **************************************************
Thank you,
Luxottica Customer Resolution Team
Review fromWilliam F
Date: 07/06/2024
1 starWilliam F
Date: 07/06/2024
This firm filed false charges against my BCBS health/vision insurance for alleged service/product on 3/28/2024. The charges totaling $320.60, claim filed with BCBS on 5/14/2024, are false and let alone unauthorized by the insured!Luxottica Retail North America Inc.
Date: 07/09/2024
Hello *******,
providing you with the link to our Luxottica Cares Form. 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:
***********************************************************************Thank you,
Luxottica Customer Resolution Team
Review fromAtilio A
Date: 07/05/2024
1 starAtilio A
Date: 07/05/2024
Im so disappointed with target optical at ***************For two consecutive years got glasses for my family.However, they were not able to make a suitable glasses for **** brought the original prescription along with the original glasses I got from ****** Told them what type of wok I do and what I need the glasses for And they still were not able to get it right.I paid $341 for a useless set of glasses.Total was over $600, my insurance covered 50%Line manager told me to keep them, cause my eyes needed to adjust to the lens This week went by target optical again and tried to have them a chance to get it right But the lady at the optical said:Oh target optical dont make this type of lens ( multi-functional lens)I tried to get my money back But the lady said with a smile on her face Oh, its been over 90 days now.The last days was June 9th So I wasted my insurance benefit, wasted $341 And stocked with a set of useless glasses that I can useI just cant believe costo does better and more affordable than target.Luxottica Retail North America Inc.
Date: 07/26/2024
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 fromVicki B
Date: 06/19/2024
1 starVicki B
Date: 06/19/2024
Lenscrafters: I tried twice to get my correct prescription and my lenses are still wrong. (My eye doctor even noted on the prescription form that the bifocal was too high and the visual axis was too nasal) I filed a complaint with them and asked for a refund on the lenses only and was told they couldn't do that because it had been more than 30 days. Our local storefront closed so I would have to drive 90 miles to the nearest store and they would offer me a discount on new ones. After being "burned " twice, why would I trust them a 3rd time to get them right, I declined their offer. I will never go back and I highly recommend that no one does.Luxottica Retail North America Inc.
Date: 06/20/2024
Hello *****,
Thank you for sharing your experience with LensCrafters, your feedback is essential in identifying opportunities for improvement as we strive to deliver the best possible customer experience.
Care Form Ticket ************ as well as BBB complaint ****** has been closed as we understand management has been in contact with you and has offered a resolution for your concern.Thank you,
Luxottica Customer Resolution Team
We apologize for not meeting the level of service expected and for any inconvenience this has caused. We hope this satisfactorily addresses your concerns.
Best Regards,
**********************
Customer Resolution Team
********************************************* Shared Services
Luxottica North America
4000 Luxottica Place
*****************Review fromJustyna K
Date: 06/18/2024
1 starJustyna K
Date: 06/18/2024
Ray Ban sold me glasses that were out of stock. Instead of notifying me right away they kept telling me glasses are coming in a week. The next week still nothing. They ended up cancelling the order and I missed out of the offer they had on and the glasses I wanted. No acceptable resolution offered, they just keep trying to give me some insignificant % off my next order. Eventually after countless time negotiating with them, they agreed to send me a similar pair. Yet to be seen if that actually happens.Luxottica Retail North America Inc.
Date: 06/19/2024
Hi ********
Thank you for reaching out to Ray-Ban.com!
After reviewing cancelled order ********, it appears that the authorization charge associated with this order was fully reversed on 6/18.
It appears that your order was for a 50% off pair, so because your order was cancelled you were provided with a 50% off code to place a new order at the same discounted rate which means you will not lose money if you replace tthe order yourself.
We cannot replace your order on our end because we have not received any money from you at this point and we unfortunately cannot give you a free pair becauser your initial order was cancelled. You were provided with a 50% off code to compensate for your cancelled order. This code can be used on a majority of products on our website and will actually benefit you because you will have a much larger selection of products to choose from.
Our recommendation for you is to place a new order yourself, using the 50% off promotional code that you were provided with.
We understand that you dont want to place a new order because you already placed one, however that order was cancelled ands you will need to place a new order if you want a new order.
Additionally, you are more than welcome to call us and place an order over the phone with the help of one of our reps. Please call ************ and they will be more than happy to help you place your replacement order.
50% off promotional code: ***********
Again, thank you for contacting Ray-Ban.com! Have a wonderful day!
Best Regards,
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.