ComplaintsforOakley Inc

• Initial Complaint

  07/13/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a pair of prescription glasses (lenses and frames) from Oakley.com on June 15th.I received the glasses on June 19th, and wore them for a few days and noticed that the lenses were extremely loose in the frames and would pop out of the frames with the slightest pressure.I chatted online with Oakleys customer service and was advised to submit a service request on a separate site.I submitted the service request as requested, and received a return label to send the glasses back to them. I confirmed via online chat with their customer service that the issue would be covered and was told that yes the loose lenses in the frames would be covered and I would receive a replacement.On July 2nd I dropped the return package (containing the frames and lenses) off at my local *** store, using the prepaid shipping label provided by Oakley.On July 3rd I received an email with a tracking number for the replacement glasses from Oakley / Luxxotica. I waited until 7/10/24 and there has been no movement on the tracking number. I emailed Oakleys customer service who said that the order was considered lost and they would send a replacement after confirming my address. July 11th, I confirmed my shipping address with them via email and asked to confirm that the replacements would include the prescription lenses that I bought (the original ones had been sent back already) and if I needed resubmit my prescription. I was told today (7/12/24) via email that the warranty replacement is for the frames only and that I shouldnt have sent back the lenses even though those were what were defective. As of now, I am out my brand new glasses that were defective upon arrival, and Im out the $521 I spent on them, and Im being told that they are going to only replace the frames and not the prescription lenses they made incorrectly, and that I am out of luck because I sent the glasses I received back to them (frames and lenses).

  Business response

  07/15/2024

  Hello ******,

   

  We appreciate your continued loyalty. Please use the code below on your next online purchase to receive 100% Off RX (ONLY 1 Item up to $600). 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: A2S-EXGS-ENBS-2DTY

   

  Thank you,

  Oakley

  Customer Resolution Team

  Customer response

  07/15/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  07/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  09 FEBRUARY, ORDERS ***************************** am filing a complaint against Oakley SI due to their poor customer service and the incorrect fulfillment of my prescription lenses order. Despite providing accurate prescription details on their website, the lenses I received were altered to "fit the shape of the lens," causing physical ocular pain and discomfort as the altered prescription in their glasses does not correct the double vision in my eye and instead makes my eye strain even harder to focus. This alteration did not match the prescription I provided, compromising my vision and causing significant distress.The glasses are unusable to me.My attempts to resolve this issue through Oakley SI's customer service were extremely frustrating. The phone system appears intentionally designed to delay and disrupt customer attempts to speak to real people. Pressing "0" ends the call, and navigating through numerous options often leads to dead ends, requiring multiple call attempts. When I finally reached the appropriate section, there was no option to speak to a live agent, and I was referred to their website, and a form to address the issue with their prescription lens provider. Contacting the website resulted in no response, leaving my issue unresolved.I request a full replacement of the prescription lenses to match the exact prescription I provided. Additionally, I urge Oakley SI to improve their customer service processes to ensure customers can easily reach live agents and resolve issues promptly.Thank you for your attention to this matter.

  Business response

  07/01/2024

  Hello *****,

   

  We regret to hear about your experience thus far and we are here to help.

   

  After reviewing orders HX0015246387 & HX0015246042, we have initiated replacements for bother orders.

   

  Please allow 5 days for processing, and then you will be sent an order confirmation email containing your new replacement order numbers. 

   

  Thank you,

  Luxottica Customer Resolution Team

• Initial Complaint

  06/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Oakley is committing false advertisement online and I have screenshots to prove it along with them refusing to cancel my order after I was essentially lied to about same day pickup. I also have screenshots of their horrible customer service chat making excuses and further refusing to cancel my order even though it hadn't even shipped yet. I ordered glasses for same day pickup only to find out they won't be available for pickup until more than a week from now and I won't be here anymore by then. I told them this and they said I will not get refunded until a "few days" after my order isn't picked up and gets returned to them. So they take my money and hold it for possibly weeks while I get nothing but lied to. I can provide the screenshots if and when needed.

  Business response

  06/27/2024

  Hello ****,

   

  After reviewing your Buy Online Pick up In Store order,

   

  It appears that, on Jun 26, 2024, 3:50:37 PM Order H00399673679-001 was placed into "Collected" status.

   

  We apologize for the confusion and false information provided to you by our chat representatives. 

   

  Thank you,

  Luxottica Customer Resolution Team

  Customer response

  06/29/2024

  Oakley's policy to refuse to discuss order issues by phone, then their obvious lack of care when dealing with consumers, and their policy to refuse to cancel and order which has not even been fulfilled or shipped, and refusal to refund a "pickup" order that HAD NOT YET been picked up until as much as 2 weeks later in this case, then their false advertising (pickup today vs 1 to 2 days processing time plus shipping) which completely contradicts their own website, and their staff giving shall we say "less than accurate" information is just inexcusable and poor business. Yes my order was picked up because thankfully the Sunglass Hut staff did their jobs right and called me. Obviously again, contrary to what the oakley chat member said, the item WAS in stock so I was able to pick it up same day. All of this could have been avoided if oakley stayed true to their advertising and didn't send contradictory written emails and notifications, then have their chat team make excuses and provide terrible service and inaccurate information. Again I have screenshots that I will ***** make public if needed of this entire issue. This needs to be corrected before other consumers receive the same poor service.

  Business response

  07/01/2024

  Hello ****,

  Your feedback is essential in identifying opportunities for improvement as we strive to deliver the best possible customer experience.We expect our customers to feel welcome, cared for and important; we apologize if you felt this was not the case. We appreciate your candid and constructive comments and have forwarded your feedback to our management team to ensure the matter is properly addressed.

  Please use the code below on your next online purchase to receive 50% Off (ONLY 1 Item up to $500). 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: AD1-88BB-MB83-DR48

  Thank you,

  Luxottica Customer Resolution Team

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have multiple pairs of Oakley Squarewire glasses # ******-04. I have been trying to get help with my glasses over the phone, but it's impossible. You can't get anyone on the phone to help. I need someone to please get in touch with me to get my glasses repaired.

  Business response

  05/31/2024

  Hello ****,

   

  Thank you for reaching out to Luxottica After Sales via the BBB. 

   

  Our aftersales department does not handle interactions over the phone.

   

  However, they can be reached via chat here: *********************************************************************************

  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

   

  Customer response

  05/31/2024

  I need someone to have the respect to call me. I have purchased tons of Oakleys and Raybans. Its disgusting that you would be so Disrespectful to a loyal customer and refuse to call.  I hope other customers see this and know to avoid purchasing expensive glasses with no customer service! 

  Business response

  05/31/2024

  Hello ****,

   

  If we could call you we would, unfortunately as we mentioned to you previously, our aftersales departmnt only handles customer interactions via chat.  For this reason, we provided you with the link to chat with a member of the after sales team.

  For additional help with this complaint, please rach out to th chat link that was provided toyou in our previous communication.

   

  Thank you,

  Luxottica Customer Resolution Team

  Customer response

  06/05/2024

  how can a business that sells such expensive products be so disrespectful?  Cant even be bothered to call a customer?!?  I hope everyone sees how terrible the service after the sale is! 

• Initial Complaint

  05/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a pair of sunglasses last Friday, I wore them once and put them in the case given to me for the glasses. The case was then put into my backpack and then put into a car. After arriving 40 minutes away I took the glasses out to notice a decent scratch on the lense. I thought it was something stuck to the lense so a used my fingernail to try and get it off and ended up scratching the lense further! Eith my fingernail! Now I replaced a 12 dollar pair of sunglasses that I had for 2 years with these almost 200 dollar pair. You mean to tell me that at almost 10x the price your guys lens can't hold up to fabric and a light fingernail? These are the absolute worst pair of glasses I have ever seen. I called customer service and they said tough luck because I didn't buy it through oakley specifically... it's still your product, that's why I bought them. If I buy a ********** through anyone they still warranty it because it's their tv... I can only hope that oakley just had a defect with the lense and they aren't really this bad.

  Business response

  05/28/2024

  Hello ******,

   

  Thank you for reaching out to Oakley via the BBB.

   

  We regret to hear that you scratched your lenses, and that our warranty does not cover scratched lenses.

   

  We recommend checking our replacement parts site to see if the lenses you need are available there.
   
  This site is maintained by our service department and is updated regularly. If the product is not currently available, we recommend checking back occasionally as they may be added in the future. To view this site, please click the following link: ***********************************************************************************************;
   
  Again, thank you for contacting Oakley. Have a great day!

  Customer response

  05/28/2024

  the lenses scratched in the case provided by oakley and were soft enough to scratch by my own fingernail... thats the weakest lens I've ever come across. 200 for a pair of glasses that are outlasted by zumiez 12 dollar glasses is insane. 

  Business response

  05/29/2024

  Hello ******,

   

  Thank you for reaching back out to us.

   

  As we mentioned in our last message to you, Oakleys warranty program does not cover scratched lenses (*********************************************************)

  "WHAT IS NOT COVERED BY WARRANTY (examples):
  Normal wear and tear (scratches or pit marks on sun lenses)"

  We apologize once more that your lenses are scratched.

   

  If you would like to replace your lenses, please visit ***********************************************************************************************;

   

  Thank you,

  Oakley

  Customer Resolution Team
   

   

   

  Customer response

  06/05/2024

  Your policy doesn't cover lenses which you manufacture. Seems like a pretty bad policy... notcovering something you make. These scratches happened in your case... and can be scratched with my fingernail. I don't think you are understanding what I'm saying... what's the rating on your lenses? From what I can tell it's the same rating as the apple vision... which is garbage. One lense is somehow untouched and looks brand new but one is almost unrecognizable and clearly due to a manufacturing error. Instead your suggestion is to go buy lenses for almost the same cost of the glasses. Why on earth would I spend money on a company with this lack of support? It's awful quality

• Initial Complaint

  04/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a pair of Oakley sunglasses that I purchased Aug 2023. It looks like the film on the lenses is starting to de-laminate. Not sure what happened, but noticed the de-lamination a couple of weeks ago. They are prescription lenses. I did contact Luxottica After Sales and they informed me that since they were prescription lenses, they would not cover any issues with the sunglasses. Is this the case, that Oakley will not stand behind their sunglasses? I have a couple of pairs of Oakley sunglasses and in the future will look for another brand.Thanks,*********************** ************

  Business response

  04/22/2024

  Hello *****,

   

  We appreciate your continued loyalty. Please use the code below on your next online purchase to receive 50% Off (ONLY 1 Item up to $500). Valid until 12/31/24. 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: AD1-8M4X-MBB3-11WG

   

  Thank you,

  Luxottica Customer Resolution Team

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/26/2023 I purchased sun glasses from a local golf shop. In April 2024 I submitted a warranty claim for. Defective glasses. They denied my claim because they said that I didnt purchase the glasses from an authorized dealer. When I proved that they were indeed an authorized dealer they then denied my claim because they said it was an accident. The glasses came apart where the ****** hooks into the frame. It was not an accident the glasses are defective!!Oakley states that they have a two year warranty however, they cant honor a six month purchase.

  Business response

  04/19/2024

  
  **************

  04/18/2024 03:14 AM
  Hello *****,
  
  Thank you for contacting Luxottica After Sales. I will be happy to assist you.
  
  We are pleased to offer 50% off a new set of eyewear. Please follow the below steps to use your discount code:
  
  1. Visit **************************************************** make your selection.
  2. Once you have made your selection, proceed to check-out (Please be sure of your selection before adding the code. Once the code is entered, it is marked as redeemed).
  3. Enter promotional code [AA2-G2NA-N2HC-6L32] to order your new frame.
  Expiration Date: 12/31/2024 
  
  This code cannot be used in conjunction with any sales, promotions, or cyber deals going on through the website.
  
  I am sorry for any inconvenience. If you have any further questions, please feel free to let us know.
  
  Again, thank you for contacting Luxottica After Sales. Have a great day!
  
  Best Regards,
  
  **************
  Luxottica Warranty & ************** Center

  Customer response

  04/19/2024

  Im a not going to take the 50% discount.  Oakley should replace my glasses.  After I found out it was denied do to the receipt I disputed that the they changed their story saying it was an accident. Oakley is not honoring the warranty.  

  Business response

  04/22/2024

  **************
  04/18/2024 03:14 AM
  Hello *****,
  
  Thank you for contacting Luxottica After Sales. I will be happy to assist you.
  
  We are pleased to offer 50% off a new set of eyewear. Please follow the below steps to use your discount code:
  
  1. Visit **************************************************** make your selection.
  2. Once you have made your selection, proceed to check-out (Please be sure of your selection before adding the code. Once the code is entered, it is marked as redeemed).
  3. Enter promotional code [AA2-G2NA-N2HC-6L32] to order your new frame.
  Expiration Date: 12/31/2024 
  
  This code cannot be used in conjunction with any sales, promotions, or cyber deals going on through the website.
  
  I am sorry for any inconvenience. If you have any further questions, please feel free to let us know.
  
  Again, thank you for contacting Luxottica After Sales. Have a great day!
  
  Best Regards,
  
  **************
  Luxottica Warranty & *********************

  Customer response

  04/22/2024

  Oakley did offer me a 50% discount however, after further review of my case I will Not accept the discount.  I submitted three requests and  they offered a 30% then offered 50% and the final offer was back to 30%.  Oakley is not honoring their warranty!  They denied a request do to my receipt an unauthorized dealer.  When I proved that Sunbrook Golf was an authorized dealer they change the story and said the glasses were an accident.  Oakley warranty process is fraudulent they are avoiding the warranty request with glasses that were purchased 6 months ago.  The glasses werent cheap I paid $174.00 

  If they dont honor the warranty 100% I will no longer be an Oakley customer,

• Initial Complaint

  04/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought my original pair of Oakley sunglasses on 3/2/23, flak 2.0 low bridge with Prizm Sapphire Polarized Lenses . I ordered them through the Marysville outlet store and also bought a warrantee with them. It was 40$ and it covered cracked frames, scratched lenses, wear and tear for a year. I went into the original store to redeem my warrantee for scratched lenses. The store informed me that they could not replace my prism, polarized, custom etched lenses because it was not an option for the store. They showed me what options they had, My current Prizm Sapphire Polarized Lenses was not an option, so they ordered me a cheap prism lenses that are no were near the color I ordered. The manager that helped me at the stores name is *****, he was very helpful and seemed straightforward with me. I went home and contacted Oakley threw their website. The first email to them was on 1/23/24, the day that they ordered me the replacement. I received a message a few days later telling me that they don't cover scratched lenses and that I needed to contact the store directly. They had also contacted ***** to call me to get a resolution. There was no resolution because the store could not order the correct lenses; however, they are available online. ***** sent the information back to customer service on 1/31/24 and they closed my ticket on 2/2/24, with no help or response. I emailed them on 2/5/24 again explaining everything. They replied that I " Thank you for contacting Oakley! I'm sorry but this request is something that will need to be addressed by phone.Please contact our ************* phone line via ************** at your earliest convenience. At that time, one of our phone representatives will be happy to help." I called and got an automated tree, I eventually made it to a living human, and they attempted to help, they sent a request to replace my lenses and told me that I should get an email for a voucher for my troubles and should get an email with. I never heard back

  Business response

  04/08/2024

  Hello Shaina,

  
  Thank you for reaching out to Oakley via the BBB.  We regret to hear about your experience thus far, and we are here to help.  Please use the code below on your next online purchase to receive 100% Off your next purchase on our website (ONLY 1 Item up to $300). Valid until 12/31/24. 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: AA5-12RD-RZK3-Z9SP

   

  Thank you,

  Luxottica Customer Resolution Team

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took my $260 glasses into the store to get a s**** replaced. I had only worn these glasses two times since purchase. The manager took my glasses to the back room for over 20 minutes to replace a s**** He brought them back to me, and I went about shopping. Later in the day checked the s**** replacement, noticed he cut off the s**** at a sharp angle, scratched my glasses frame up badly and scratched the glasses lense. Called the store and talked with the manager who worked on my glasses and he denied damaging the glasses and would not replace the damaged glasses. I can no longer wear the glasses due to the scratches being in my view of sight. Super frustrating to know that the manager damaged my glasses and lied about damaging them. He could have simple replaced the glasses and owned up to his mistake. *** personally purchased over 12 pair of glasses and snowboarding goggles from this store location. After this horrible customer service experience of replacing just a screw, I will never purchase glasses again at this store. The very last photo is of what the original s**** should look like. The replacement s**** should look the same. It sits inside the glasses frame, no sharp edges and the s**** is not sticking out. I expect replacement after this Oakley store at the *********************** in ********** ruined my glasses lense and frame.

  Business response

  03/27/2024

  Hello ********,

  Thank you for reaching out to Oakley via the BBB. We are providing you with the link to our *********************** Form. This form will request all necessary information store location and complaint information, so that the store in question may directly address your concerns as quickly as possible. The stores are currently responding to all submissions within five business days.
  
  To access the form, please visit:
   
  ************************************************************
  
  
  Best Regards,
  
  Oakley Customer Care

• Initial Complaint

  03/20/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Okay ordered the Sunglasses on Jan.4, by Feb 16 lenses were bubbling up, I asked if they would take them back, ************** said they would take them back all I had to do was respond to the email, so I emailed them two or three times with no response? This is where we are now, I still have the glasses, no one has contacted me about where to send them (nothing) just crickets chirping

  Business response

  03/25/2024

  Hello *****,
  
  Thank you for the additional information about your survey response and experience with Oakley. Your feedback is valuable in identifying opportunities for improvement as we strive to deliver the best possible customer experience.
  
  I am sorry to hear that your issue has not been resolved.  I researched your order #H00385214470 and we sincerely apologize that the return request was not processed.
  
  
  
  There is no need to return the order.  We have issued a refund in the amount of $118..79 to your original method of payment. Depending on the financial institution, this could take up to 10 business days to process and for the funds to be available.  I attached the receipt to this incident for your convenience. 
  
  
  We apologize for not meeting the level of service expected and hope we have satisfactorily addressed your concerns.
  
  
  If this did not solve your issue, please reply to us so that we can assist you further.
  
  Best Regards,
  
  **************
  
  Oakley 
  Customer Resolution Team

  Customer response

  03/25/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

*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. ↩