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Business Profile

Optical Supplies

Essilor Of America, Inc

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Optical Supplies.

Complaints

This profile includes complaints for Essilor Of America, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

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Essilor Of America, Inc has 2 locations, listed below.

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/23/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On April 24th my warranty claim / service request ******** was approved. I chose the replacement sunglasses and shipped my damaged glasses in. The damaged glasses were received by ***** on June 3rd. Per my warranty email, ***************** "This process can take up to 4 weeks to complete." I give plenty of time, but by July 12th I haven't received shipping information or any contact, so I reached out to chat. This was 39 days after ***** had received my damaged glassea back.Chat was unable to help, told me it could take 45 days and that I needed to email support. I emailed the support department as I was instructed by the chat on July 12th. I still have not received an acknowledgement or response of any kind. We have far surpassed both the 4 week and 45 day guidelines. We are moving to a new address in 1 week and I'm quite upset that ***** has basically stolen my glasses. No shipment of the replacement as promised, refusal to contact me back and absolutely no indication that they plan on honoring the replacement for my glasses.

      Business Response

      Date: 09/05/2024

      Good morning,

      I've made 2 attempts this week to contact ************************* via phone and email and have not received an answer nor any response from her to date. In my voice mails I explained in detail who I was and why I was calling & requested she contact me on my business cell #

       ***** del Mar does operate separately from EssilorLuxottica of North America and all order/warranty inquiries should be sub 

      BBB complaint # ******** / ***** del Mar sunglass return
      ESSILOR Us
      To:*********************
      Cc:*************************
      Thu 9/5/2024 12:04 PM

      Hello *****,

      I left you a second message this morning regarding your BBB complaint surrounding your ***** del Mar sunglass warranty exchange. As stated in my original email, ***** del Mar does operate separately from EssilorLuxottica of North America, however I would be happy to see if I can reach someone in a management position who can provide assistance. Please supply me with your new shipping address and the specific color and model of the pair you selected to be sent to you. 

      Best Regards,
      *************************, ABOC
      Consumer Care Team Supervisor
      EssilorLuxottica of North America, a part of EssilorLuxottica

      ****************************************************
      www.essilorusa.com


      ESSILOR Us
      To:*********************
      Cc:*************************
      Tue 9/3/2024 2:41 PM
      Flagged

      Hi *****,

      I received your complaint via the BBB of ******, ** surrounding a return of sunglasses you submitted/sent to *************. While EssilorLuxottica of North America operates separately and is not directly connected to the operations of ************* I am happy to see if I can offer assistance.

      In your statement you indicated you were moving, please supply me with your correct shipping address so I can attempt to connect with *****'s warranty department to see if I can assist you.

      Best Regards,
      *************************, ABOC
      Consumer Care Team Supervisor
      EssilorLuxottica of North America, a part of EssilorLuxottica

      ****************************************************
      www.essilorusa.com


      Business Response

      Date: 09/05/2024

      My apologies, I did not complete my comments before hitting submit.

      Concerns regarding purchases or warranties for ***** del Mar products should be addressed with their company directly however I did reach out to them via their chat option and below is the response I received earlier today. 

      *******, I would kindly recommend contacting us by phone and talking to a supervisor. Here we are only for ************** we don't have information on claims and we're not able to contact the customer to check with them what happened to be able to proceed accordingly.  Please contact us at *************************** ************ or ************ and let our supervisor know, they'll be able to handle this situation

    • Initial Complaint

      Date:12/03/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased eyeglasses with Crizal coating on 5/4/21 with a 2-year warranty on Crizal. Over the past 6-9 months, the glasses have turned extremely foggy and display haloes around all bright images, eventually rendering them useless as I can no longer wear them. Crizal won't honor warranty.

      Business Response

      Date: 02/23/2023

      Business Response /* (1000, 5, 2022/12/07) */
      Thank you for providing us with the opportunity to respond to this consumer's claim. We have been engaging in emails with Mr.****** ****** and in our last communication with him, we notified him we were awaiting a return call from his provider as we had notified them his lenses would still be within our limited 2-year warranty. We've again reached out to him via email (attached) and his provider previously had re-ordered his lenses and they are awaiting the return of their lab employee (from vacation) so the new lenses can be installed.


      Consumer Response /* (2000, 7, 2022/12/08) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      They took care of the issue, thank you

    Essilor Of America, Inc is NOT a BBB Accredited Business.

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