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 fromDutch Z
Date: 06/17/2024
1 starDutch Z
Date: 06/17/2024
Just a bad experience trying to have both mine and my wife's examined at the Target Optical in Walnut Creek, CA. We explained when making the appointment that my wife is legally blind in one eye, and she needs to be fitted with rigid gas permeable contact lens. We were told that the doctor we needed to see was in only on Tuesdays, made our appointment arriving early and found out that the doctor we needed to see was not in. The optician that was there was not familiar to what we needed, and we would have to come back. She could help use with glasses or soft lenses and wanted to continue with the exam. One thing led to another, different stories from different people we were called liars by Jonah and the whole afternoon was a waste. We will not ever use this business in the future just felt like a bait and switch. Target needs to use better vendors!Luxottica Retail North America Inc.
Date: 06/18/2024
Hello ******
Thank you for reaching out to ************** via the BBB.
After reviewing your complaint, we are providing you with the link to our Luxottica ************* 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 fromK. K.
Date: 06/07/2024
1 starK. K.
Date: 06/07/2024
I purchased sunglasses from the official Ray-Ban ********* account, and because it is small, I wanted to exchange them and needed to know where to send the return. I tried to resolve this issue by calling customer service, messaging the official ********* account, and emailing customer service, but unfortunately, no one was willing to help, and they did not respond to my emails. On the phone, customer service representatives transferred my call to another person/department, making me wait at least 45 minutes, and eventually hung up on me. As a result, the $170 sunglasses are unused and still in the box, waiting to be returned/exchanged.Luxottica Retail North America Inc.
Date: 06/10/2024
Hello *****,
Thank you for contacting Ray-Ban, I apologize but we are not able to process your request. If you are logged into your ** account, under the Shop section, you should see your order, if you do not see it there you can click on the three bars at the top next to the cart, from there you will see the option to select Orders and Payments. If you click on that, your order for Ray-Ban will be under there. Click on the order and you should see the option to return. Please note that we do not offer exchanges for ********* orders at this time. Please let us know if you have any questions.
Thank you,
Luxottica Customer Resolution Team
K. K.
Date: 06/12/2024
Hello,
Ok I want to return the item but there isn’t any active button for the return. I try to return it by phone, email, ********* message almost in 2 months I got it but every area forward me to different area.Review fromChelsi S
Date: 06/05/2024
1 starChelsi S
Date: 06/05/2024
They have no real customer service people that I can find. You have to deal with a 'virtual' 'agent'. Don't buy from them!!Luxottica Retail North America Inc.
Date: 06/07/2024
Hello ******,
Thank you for reaching out to Luxottica via the BBB.
After reviewing your comments, we were unfortunately unable to determine which of our brands you had this experience with. Please feel free to reach back out to us and provide the details of your complaint, the brand, and the expected resolution.
Review fromJohn P
Date: 06/04/2024
1 starJohn P
Date: 06/04/2024
Lens Crafters Germantown Parkway Wolfchase Mall made my glasses incorrectly! When my glasses were first made I went back to tell then the lens were incorrect. Instead of correcting the issue they up sold me transitional lenses. I wore the transitional lenses, but the prescription was still distorted. I went back and finally one of the employees discovered that the focus zones were incorrect. Instead of correcting the issue they told me that the 30 day warranty had expired and I would have to pay another $448 to get them corrected. I refused to pay again of course so the store manager said she would contact her boss and get back to me in 2 days. She finally called me 7 days later to tell me she was off and her boss were both busy on days off and that's why she hadn't contacted me! She then offered to correct the distorted lens for an additional $220! Simply unbelievable!! I simply want my lens corrected, which should have happened during my 1st return visit, which was well within the 30 day warranty!Luxottica Retail North America Inc.
Date: 06/05/2024
Hello ****,
Thank you for reaching out to LensCrafters vis the BBB.
After reviewing your account, it appears that your customer care form was submitted on 6/2 and was escalated to the Regional manager on 6/4.
As of today, 6/5, we are currently awaiting a response.
Once we have an update, we will communicate it to you via email.
Thank you,
Luxottica Customer Resolution Team
Review fromBrenda S
Date: 05/28/2024
1 starBrenda S
Date: 05/28/2024
They steal your money period. They called me once to inform me my lenses were ready and that's it. No other call back. They never told me I had 30 days to get them or they were going to be sent back. So basically they stole 260$ dollars from me for my glasses. And they also said they don't refund only store credit I don't want anything from that store. Just my money backLuxottica Retail North America Inc.
Date: 06/03/2024
Hello ******,
Thank you for contacting us regarding your concerns. I am 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:
***********************************************************************
Best Regards,Luxottica Customer Resolution Team
Review fromAriel K
Date: 05/27/2024
1 starAriel K
Date: 05/27/2024
Be very careful at the Sunglass Hut in ******* **** ***l, Paramus Nj. On Monday, May 27th around 1:35pm, my husband and I brought in a brand new, unused pair of sunglasses that I decided didn’t suit me. We had appropriate receipts, original packaging, just a few days after being delivered to my home, well within the 30 day return policy. Employee “Alexis”, assuming that’s his real name from what he put on receipt, took about 25 minutes inspecting, spraying, and continuously wiping down this brand new, perfect pair of unused sunglasses and would not initiate the return until he finished putting on this show, my husband and I watching In disbelief as I’m explaining these glasses are literally brand new in perfect condition. Then after he sprayed them down to his liking, (which he clearly was doing just to annoy us because he’s literally cleansing a pair of perfect sunglasses for 25 minutes) he begins asking us our information to find us in the system. Meanwhile all of our information is on the receipts we provided. He pretends he can’t find us, then continues pretending to try, and we magically appear in the system (obviously since we ordered from the store) After this clown show took probably close to what felt like 30 minutes, he initiates refund writing “original condition” on the receipt which we already knew. This strange attempt to withhold a refund from a customer who did everything right according to the return policy is concerning. This store should be investigated as I’m sure I’m not the first to experience this. Will keep an eye on my husbands banking to make sure refund went through.Luxottica Retail North America Inc.
Date: 05/28/2024
Hello *****,
Thank you for contacting Sunglass Hut. I am so sorry to hear that this happened.
For this situation, I am providing you with the link to our Luxottica Cares Form. I'm sorry that we don't have direct access to deal with in-store orders as we do not share the same operating system.
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 *********************************************************************************
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,
Jume Z.
**************************
www.sunglasshut.comReview fromPamela Z
Date: 05/25/2024
1 starPamela Z
Date: 05/25/2024
I placed an order on 4/8/24. I received an email that same day that the order was 'in process' and would be 'shipped soon'. on 5/24/24 I checked the website, the only information available was 'status: completed'. I had received numerous promotional emails since the 'in process' email, but no email that the order had shipped and no tracking number (yes I checked the spam folder). On 5/25/24 I placed a phone call. The automated system asked if I was calling about my Rayban Sports Glasses. I did not order Rayban sports glasses. After many numeric entries, I was finally able to get a live person. She said oh I see your order was damaged by shipping, I can either refund or replace my order. I say I did not receive notice that the glasses had shipped, or that they were damaged in shipping, or any communication at all on the progress of this order, how was I to know this and what would have happened had I not taken the time to slog through the automtatated system to reach an actual person. She said there must have been a system problem. I said I would like the glasses I had ordered. She says OK, and apparently reorders the glasses. I got a subsequent email with a 30% off future order coupon, that contained no information on the new order. I call back, go through the entire automated process, again, and request my new order number etc., and also the tracking number of the previous shipment. Checking the previous shipment on the *** website, it shows that the first order was received by the carrier on 4/29/24 and returned as damaged to Lenscrafters on 5/7/24. So they had knowledge of that return a full 17 days before I placed my first phone call on 5/25/24. They never communicated that the first order was shipped, that it was damaged, that it was returned, or what action would be taken moving forward.Luxottica Retail North America Inc.
Date: 05/28/2024
Hello ******,
As of today 5/28, your replacement order ************* is currently processing.
To accommodate for the inconvenience surrounding the first order, we have issued a refund in the amount of $110 for the out of pocket costs paid for your initial order. You should see this reflect on your side within 5 business days.
Thank you,
Luxottica Customer Resolution Team
Review fromM. N.
Date: 05/24/2024
1 starM. N.
Date: 05/24/2024
DO NOT BUY FROM LENSCRAFTERS. In October 2023 I purchased glasses at Lenscrafters in Great Lakes Mall at a retail cost of $886. On May 24, 2024, I went to the store to complain that my left lens had three marks on it, and it was also starting on the right lens. The salesperson Katherine asked if I had any animals because they looked like teeth marks. I do not have animals, never dropped my glasses and live a very sedentary life. She absolutely refused to do anything to repair the glasses stating that I did not purchase a protection plan. My glasses are made with polycarbonate which is more impact resistant. Lenscrafters uses cheap material and if any damage occurs, they refuse to do anything to repair the glasses. My last glasses were seven years old and there are no scratches on them. I resent the attitude of the salesperson Katharine who treated me with a smirk and dismissed me. I am an elderly person and should be treated with respect, especially since my glasses cost $886. It’s not right that after seven months I have to buy another pair of glasses.Luxottica Retail North America Inc.
Date: 05/30/2024
Hello **** ***,
Thank you for contacting us. We are 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:
***********************************************************************Luxottica Customer Resolution Team
M. N.
Date: 05/31/2024
I would like a refund for what I paid in the amount of $258.79 (insurance paid the balance) and an apology from ******** for her disrespectful attitude. She dismissed me, end of discussion, have a nice day. I did not drop my glasses and was not hit by flying stones. I take care of my glasses. Lenscrafters is using inferior materials. I did not go to America's Best and pay $69 for glasses, I went to Lenscrafters and expect my glasses to least more than seven months.Review fromDemetrius B
Date: 05/16/2024
1 starDemetrius B
Date: 05/16/2024
I order a pair of glasses online and the order was cancelled due to not having a sign prescription. Understood!!! The problem is i never received a refund. I have called customer service more 8 times and i keep getting the run around. First i was told the refund was processed. Then i was told there was a mistake and it was corrected still no refund. I am now unable to get in contact with someone over the phone. Its been 3 weeks with no resolution and i am out of $555.Luxottica Retail North America Inc.
Date: 05/17/2024
Hello *********,
Thank you for contacting LensCrafters!
After reviewing order *************, it appears that a full authorization reversal in the amount of $****** was processed on 5/14. This should be reflecting on your side by now. Rather than a refund, where you would see a settled charge and then a separate refund appear, with an authorization reversal the charge essentially falls off or disappears from your account entirely. You will need to reach out directly to your financial instituion for further assistance as we can no longer assist you with this complaint.
Card Authorization ********************** ****** USD Apr 25 2024 06:50:35 PM GMT
100
Card Full Authorization Reversal ********************** ****** USD May 14 2024 12:54:30 PM GMT
100
Again, thank you for contacting LensCrafters. Have a great day!
Best Regards,
**********
LensCrafters Customer Service
****************************Review fromMichael C
Date: 05/07/2024
1 starMichael C
Date: 05/07/2024
Get attempted to perform a non covered digital retina exam and charge an extra $69, under the guise of a law.The law they tried to use was to shield them and justify a test that did not meet the standard of a single complaint to justify its use, meaning it wasn't for the patients benefit, but for lens crafters.Luxottica Retail North America Inc.
Date: 05/09/2024
Hello *******,
Thank you for reaching out to us regarding your concerns. We are 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:
***********************************************************************LensCrafters
Customer Resolution Team
Luxottica Retail North America Inc. is NOT a BBB Accredited Business.
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