Complaints

This profile includes complaints for Oakley Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Oakley Inc

  1 Icon Foothill Ranch, CA 92610

• 

  Oakley Inc

  27001 US Highway 19 N Clearwater, FL 33761-3402

• 

  Oakley Inc

  5461 Factory Shops Blvd Ste D-275 Ellenton, FL 34222-4100

• 

  Oakley Store

  5135 W Alabama #6080 Houston, TX 77056

• 

  Oakley Optical Ltd.

  130-1570 Kenaston Blvd. Winnipeg, MB R3P 0Y4

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.

• Initial Complaint

  Date:03/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 made a purchase from Oakley Canada through their official website in April 2024 and later returned the item. Oakley confirmed that I was eligible for a refund of $403.52, but I never received ***** first, Oakley claimed they had processed the refund to my original payment method, but it never appeared in my account. After multiple follow-ups, they promised to send a refund check. However, as of March 2025, I have not received the check, and they have failed to provide any tracking details or resolution.I have contacted Oakley repeatedly over the past eleven months via email, phone, and chat, but I either receive vague responses, empty promises, or no reply at all. When I ask for a supervisor, I am ignored or redirected to automated systems that offer no help.Nature of the Dispute:Oakley has failed to fulfill their obligation to refund my money. Their customer service has been completely unresponsive and ineffective, leaving me without my rightful refund for almost a year.?Desired Resolution:I request that Oakley Canada immediately issue my refund of $403.52, either by:1.Refunding the amount directly to my original payment method, OR 2.Issuing a new check via expedited shipping with tracking to ensure proper delivery.I also expect written confirmation of the refund being processed and an explanation for why this has been delayed for nearly a year.I have already filed a Consumer Protection complaint in *******, and I will continue to escalate this issue if Oakley does not resolve it immediately.

  Business Response

  Date: 03/18/2025

  Hello ******,
  Thank you for contacting Oakley regarding the status of your return. I am sorry to hear that you have not received your refund for order H00393452136 and H00392298721.
  
  According to our systems,  the CAD $203.40 from order H00393452136 was credited back to your account(Visa ending in  8044) on 04-30-2024. The CAD$200.12 from order H00392298721 was credited back to your account(Visa ending in  8044) on 04-26-2024.
  Depending on which financial institution the payment card is associated with will determine how fast the credit will post on to your account, but this typically ranges from 7-10 business days. For further information after your credit has been processed, we would recommend contacting your financial institution.
   
  I greatly appreciate your patience in this matter. May I know if you have further questions?
  Please contact us if you have any additional questions or concerns.
  Again, I apologize for the inconvenience. Thank you for contacting Oakley. Have a great day!
  Best regards,
  ***** *.
  OAKLEY, INC.
  ******************************

• Initial Complaint

  Date:03/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 order a set of glasses from Oakley SI, a military discount site by Oakley. The first order came out completely wrong, I even had them tested by a third party to see the issue was the Axis on the prescription. I call customer service told them the issue, that the Axis on the lens does not match the paperwork they provided. I ask them to redo it, but instead of remaking the prescription they change it and now the issue is they put the wrong Axis on the paperwork. Now they are claiming they can't fix the issue due to the curve of the lens. I went to the Oakley store in my area and they said that is a lie and provided me a picture of the range that frame can go on prescriptions for the OX8054 ******* 55 which I ordered. I just want them to fix the issue and provide me with the correct glasses.

  Business Response

  Date: 03/12/2025

  Hello *******, 
  
  Sorry for the delay.  I talked over your order with my specialist and there is no way to make the prescription different.
  
  The original one was done completely wrong as we discussed; but the replacement came as close as we could get with ordering online. 
  
  It would be best to visit a store to get the lenses so they don't give you headaches. 
  
  Let us know what you decide; but any new orders would be placed with the same prescription and most likely come the same way.  You can try a different frame maybe, but no guarantees. 
  
  Have a good evening, 
  
  ******* *.
  Oakley Inc. 

• Initial Complaint

  Date:02/26/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 placed an order for A pair of prescription Sunglasses on Friday, February 21, 2025. I never received a confirmation email that included the prescription information that I hand keyed into the order request therefore reached out to Oakley regarding that information so that I could validate the correct information was entered. On Tuesday, February 25, 2025 I sent correspondence to Oakley Requesting verification of that prescription information and also sent the prescription at the same time in that request. A **************** representative responded by saying the information did not match and canceled my order, without conferring with me prior To doing so. On Wednesday, February 26, 2025 I contacted Oakley and spoke to a supervisor by the name of ****** who was able to accommodate re-ordering the prescription glasses and was also able to provide a promo to apply the same discounts that I initially had received while also Committing to provide a refund to expediting the order. Later the same day around 1:15 PM, I received an email stating that my prescription did not fit within the allowable tolerance and that the order was being canceled. With that being said at this point in time, theres been three different orders, and there was some confusion regarding which order this for Correspondence was for. I reached back out to Oakley around 2 PM again request requesting a supervisor as this has been nothing but a challenge to navigate. This time I was connected with *****. **** was able to confirm that the order that I was being communicated regarding for this particular email was not the order that I had placed on todays date which is February 26. She then investigated the current order and reached out to someone who told me my prescription was not going to be able to fit within the frame parameters. I would like to speak to someone at Oakley regarding this entire experience from the lack of transparency within the website itself as as well as the lack of resolution.

  Business Response

  Date: 02/27/2025

  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. 

   

  We recommend visiting your local Pearle Vision or LensCrafters location where you can shop a wide variety of Oakley products in store.  The labs associated with the stores are typically able to accommodate higher Rx's than we are able to on our ecommerce platform.

   

  Thank you and have a fantastic day

  Customer Answer

  Date: 02/27/2025

  I was hoping to provide feedback to Oakley regarding their website and the consumer experience that I feel like would be valuable and feasible as a billion dollar corporation. 

  The first of which is using an MRP system that has the ability to reflect inventory more reliably and dynamically.

  The Second is regarding the ability to accept or deny a prescription at input rather than the waiting on the timeliness of a reviewer of the lab - system driven in real time.

   

  Last feedback is with your customer service team. ****** was wonderful. Whether she was able to fully resolve was irrelevant from our interaction but feeling heard as a consumer was the win. ***** could benefit from conflict resolution training and learning to be an active listener.

  Business Response

  Date: 02/27/2025

  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.

  
  

• Initial Complaint

  Date:02/18/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 placed order no. H00419453904 and it was delivered on 2/6. Since then Ive tried speaking to several customer service associates because when I received this order the right temple was not attached and worst off the left lense has a different color temperature then the other? When I hold them to my face I see a different shade from one to the other? I was told to just snap the temple back in place because maybe the circular bearing hinge point had come undone? I did that, they frequently just pop right back off? I was really upset about this and told to give it a few days to settle and to call back for a refund/return if it wasnt fixed. I called back to do that because Ive spent hours on the phone with support just for my expensive item to be broken and was told a refund is not possible. This experience has left a bad taste in my mouth. Bad experience as customer service agent makes a comment about my last name being from the *********** simply because they couldnt pronounce it and to top it off my order isnt even useable. I want to send these back and just get my money back this experience has been disappointing to say the least.

  Business Response

  Date: 02/19/2025

  We have refunded your original payment method $411.35 for order H00419453904. Depending on the financial institution, this could take up to 15 business days to process and for the funds to be available. FSA/HSA Cards and AMEX Cards can take up to 30 days for the refund to be completed and for the funds to be available.

  
  

  
  

  Customer Answer

  Date: 02/19/2025

  
  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

  Date:02/13/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 ordered a pair of prescription glasses online based on the fact that the policy allows for a one time change on many factors to include frames and prescription adjustments within 60 days. They were delivered 1/27/25. My vision was uncomfortable so i had a new eye exam completed and my prescription was subsequently adjusted. On 2/11/25, after chatting with multiple agents and getting answers that didnt make sense, I followed up with an email to customer service who the provided a form stating its possible to adjust my prescription. Upon completing the form with the requested information from the agent, I was told it was not possible and I'd have to return them for a credit to my account. The return policy states you must have all original packaging which I do not have because I like the glasses and didn't intend on a return (based off their policy all I would need is an adjustment) and if not in original packaging the return would be rejected. In all fairness, I'm not sure I want to provide my business to a company that using tactics like missing cardboard boxes being a reason to reject a $300+ return.

  Business Response

  Date: 02/13/2025

  A one-time change in frame color, lens color, glasses style, or prescription is available within 60 days of the original shipping date at no additional charge for prescription orders only. For prompt processing of a redo, please call Oakley ************* at **************. When applicable, credit will be issued after the original eyewear is received by the Oakley ************* prescription department. Please follow the Product Return Procedures described below to ensure prompt credit.

   

  Please note the part where it says " When applicable, credit will be issued after the original eyewear is received by the Oakley ************* prescription department. Please follow the Product Return Procedures described below to ensure prompt credit."

   

  For the issue, we recommend returning the order for a refund and reordering with your correct prescription.

   

  Thank you,

  Luxottica Customer Resolution Team

  Customer Answer

  Date: 02/13/2025

  This does not address having to comply with the return policy when in fact I'm not requesting the return but the company is. I am requesting a correction. Again I do not have the original packaging. 

  Business Response

  Date: 02/14/2025

  Hello again,

   

  We apologize for the confusion.  You may use any packaging and it does not by any means have to be the original packaging.  Please ensure everything is returned, case, cloth, etc.

   

  Once your return is in transit, please reach back out to us and we will expedite your replacement.

   

  Thank you,

  Luxottica Customer Resolution Team

• Initial Complaint

  Date:02/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 ordered 2 pairs of prescription glasses from Oakley on 12/24/2024. Upon receiving both pairs of glasses I noticed a strange haze to the lenses with certain lighting and they made my eyes feel strained. Well Oakley allowed a return to be processed online so I sent them both back via *** with the label they provided online. *** tracking 1Z78F4Y29093298528. The glasses show delivered on 01/23/2025. I received an email from Oakley stating Thank you for your recent return on order H00416751379.We have initiated a refund on your behalf. Please allow up to 3-5 business days for the refund to be processed and 5-7 business days for the credit to show on your ********** of today 02/10/2025 their website still shows processing. Ive chatted twice and emailed a couple times with no reply from email since the one stating they had the return. The first chat said wait tell today. The chat from today said a form would be submitted and to wait a few more days. I would like to have this resolved and refunded. The communication has not been great. I understand delays happen but no one has set any expectation besides their last email. 3-5 business days and I would have at least expected the online account to show the refund was processed or something. Whats frustrating is being told to wait and then wait some more without updated timelines or an explanation.

  Business Response

  Date: 02/11/2025

  Hello *******,
  
  
  
  We have refunded your original payment method $629.84   for order H00416751379  . Depending on the financial institution, this could take up to 15 business days to process and for the funds to be available. FSA/HSA Cards and AMEX Cards can take up to 30 days for the refund to be completed and for the funds to be available.    
  
  
  Best Regards,
  Luxottica Customer Resolution Team
  

• Initial Complaint

  Date:01/29/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 multiple occasions, I have tried to reach out to oakley customer service yet the hoops you have to jump to get to someone are impossible. No one answers the phone. I have a pair of oakley two face xl sunglasses and a pair of ******** xl sunglasses. Both have broken on the bottom side of the frame. The frames are touted as very durable yet these have broken with only wearing them a few times. I dont wear them daily and this is unfair. I simply want to send these in for a replacement of exact or similiar pair. I dont want any money back. Simply an exchange. I do not have the receipt as it was a gift. I have many pairs of oakleys and only these two broke this way.

  Business Response

  Date: 01/29/2025

  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 ******************************************************************************************* !

  
  

• Initial Complaint

  Date:01/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 ordered a set of glasses from Oakley on Dec *******, and paid for expidited shipping! The glasses have still not shipped as of 1-6-2025. This is unacceptable and needs to be rectified asap. This is a VERY SHADY business practice!! I would avoid ************************** at all costs.

  Business Response

  Date: 01/06/2025

  Hello ****,

   

  Order H00417409770 was placed earlier today (1/6) with express shipping and for 50% off.  Once shippe, you will be notified via an email containing your tracking number.

   

  Thank you,

  Luxottica Customer Resolution Team

   

  Customer Answer

  Date: 01/06/2025

  you cancelled that order not 2 hours later on me. you are a dishonest business. 

   

  H00417409770

   

  Please fix this NOW!!!!

  
  

  Business Response

  Date: 01/07/2025

  New order number H00417430492

• Initial Complaint

  Date:12/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  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 without a receipt. These glasses were a gift from my father and he didnt keep the receipt. I dont understand why he even requested a receipt when he damaged my glasses when he did a hack job at replacing the s**** I can no longer wear the glasses due to the scratches, s**** being so sharp at the tip, when it should be flat and flush with the glasses frame. The frame has been bent where the s**** was replaced, the glasses lense no longer sits in frame like it should. You can see a light gap between glasses frame and lense. Its so 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 16 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.I have many photos of the damaged glasses if needed. I feel that the $260 glasses should had been replaced when u brought up to manager. I did call the store multiple times talked to a few different employees and they said they would replace the glasses at first due to damaging my glasses in store. Then after a few weeks went by I didnt hear back from the store, they said they would keep in contact. Any help with this would be appreciated. I just want my glasses replaced.

  Business Response

  Date: 12/20/2024

  Hello ********,

  AS A ONE TIME EXCEPTION, Please use the code below on your next online purchase to receive 100% Off (ONLY 1 Item up to $300). 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: AD7-DKTB-2KKG-BGKW

   

  To access the retail store complaint form, please visit:
  **********************************************************************;

  Thank you,

  Luxottica Customer Resolution Team

• Initial Complaint

  Date:12/18/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 snow goggles from Oakley and unfortunately the lens turned out to be defective. I have two ski trips coming up and they're not being reasonable in sending a replacement lens to me. To go through their warranty process and get a new lens, it would take over a month. I'd effectively not be able to use my snow goggles if I went through their warranty process as they require that you send the defective lens back prior to them sending a new lens. I've reached out to customer service and they're not willing to help in any shape or fashion and just blame it on "procedures." I've offered to purchase a lens at full price to speed up the process and ship my defective lens back and once they receive my defective lens they can refund my credit card but they are not willing to accommodate. Given the timing constraints of my ski trips, I'm looking for a more reasonable solution.

  Business Response

  Date: 12/18/2024

  Hello *******,
  Thank you for reaching out to Luxottica After Sales via the BBB.
  As a one time exception, p lease use the code below on your next online purchase to receive 100% Off (ONLY 1 Item up to $300). 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.
  Moving forward, we recommend that you begin the warranty process sooner, to accommodate for your lack of time      
  Promotional Code: AD7-NNBM-2KYT-6KYM
  Thank you,
  Luxottica Customer Resolution Team   

  Customer Answer

  Date: 12/19/2024

  
  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.  Great job by Oakley for coming through here for me. 
  
  Regards,
  
  ******* ******