Complaints

• Initial Complaint

  02/18/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  02/10/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  01/29/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  01/06/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  01/07/2025

  New order number H00417430492

• Initial Complaint

  12/19/2024

  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 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

  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

  12/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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,
  
  ******* ******
  
   
  

• Initial Complaint

  11/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Company does not honor their cancellation policy on the website. Pointed it out to the person on the phone after trying to cancel an order within 5 minutes of placing order and informed me that I had to wait until item arrives and request a refund which does not abide by their guidance on the site and will result in loss of money and time on my end.

  Business response

  11/05/2024

  Hello ****,

   

  Unfortunately, lens processing began on your order as soon as it was placed.

   

  We cannot cancel your order.  We apologize for the inconvenience.

   

  Thank you,

  Luxottica Customer Resolution Team

• Initial Complaint

  11/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My wifes Oakley glasses broke (1-1/2yrs old) so, I need a replacement right arm for them! Go on parts web site, cant talk to a person! Cant just order the part! Want me to send them in! I told them that I am willing to pay it ! I just want to get the part (install with one screw) and move on! After telling me that they would send me the part,(for free)and after sending them the info they wanted, now they keep giving me the run around ! If I could just talk to a human being maybe this could be resolved! I spent over $1000.00 for these glasses and they are junk! Ill never buy Oakley again! Could you please maybe get me a phone number and just the part!

  Business response

  11/05/2024

  Hello,  
  
  Thank you for the additional information about your survey response and experience with Luxottica After Sales.     Your feedback is valuable in identifying opportunities for improvement as we strive to deliver the best possible customer experience.
  
  We are sorry to hear you need replacement parts for your glasses. As a one-time courtesy, we would be happy to provide you with a complimentary parts order, if available. Please reply to this email with the information below so we can create the order as quickly as possible.  Please note that we are unable to assist with prescription lenses.  Failure to provide all the information asked for could result in delays:
  
   Name:
  Email:
  Shipping address:  
  Brief description of issue:
  Replacement part requested:
  Model information*:
  *Please provide all letters and numbers from the inside of the left temple/arm of the glasses. (ex. 6S9007 ****** *****, RB3025 6518 *****, etc.)*
  
  
  If you would like assistance with installing the parts, please visit your local LensCrafters. They will be happy to assist you free of charge.
   
  We look forward to resolving this issue quickly, you can expect to receive a reply within 3 days of providing the details above.  
  
  Best  regards,
  
  ***** S
  
  
  Luxottica After Sales      
  Customer Resolution Team

• Initial Complaint

  10/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The bicycle helmet was purchased from a retailer (*******************). I could not safely wear/use the helmet as the side ear straps were not adjustable. Most, if not all bike helmets have adjustable side straps since head shapes & sizes vary from one individual to the next. It took me quite awhile to navigate Oakley phone system, to finally get ahold of a customer service rep ****** prompt system, long hold times). Once I explained the issue, ******** instructed I return helmet to Oakley warehouse in ******* (received on 9/4/2024). After no response, I reached out to Oakley again, their email responses seem to be placation and the run around. Finally spoke with a ****** G, supervisor on October 7, 2024, who claimed he would reach out to the warehouse and get back to me with an answer. He has not followed up, still no resolution on this matter.

  Business response

  11/01/2024

  9/26/2024

  Hello *****,
  
  Thank you for contacting Luxottica After Sales.
  
  
  
  We have deemed your item in warranty. In order to resolve your claim, we will ask you to please review ************************** website for your replacement item. With your proof of purchase we will provide you an allotment of a $60.00 credit to replace your defective helmet. Once you have found your replacement, please call our customer service line for assistance for them to place your replacement order for you at no cost. Please provide the agent the information below. Thank you for your patience. 
  
  
  Oakley Customer Service: **************
  
  
  Service Request: 317669345
  In Warranty
  Reference Number:240925-005146
  
  Again, thank you for contacting Luxottica After Sales. Have a great day!
  
  Best Regards,
   
  ******* L
  Luxottica Warranty & Repair Service Center

  Customer response

  11/01/2024

  Hello,
  As stated in the BBB complaint form, I am not interested in a $60.00 allotment from Oakley.
  1. The Oakley website helmets are expensive and 2. I would be taking a chance the new helmet would still not fit correctly/safely and have the same strap issues.
  Can my original purchased helmet be returned to me? The Georgia Oakley warehouse is in possession of that helmet.
  Or issue a refund check for the $60.00?

  *****

  Business response

  11/04/2024

   

  Hello *****,

  Unfortunately, we would be unable to refund or issue a refund check for a purchase that was made at a third party retailer. We recommend reaching out directly to them should you need a refund. Otherwise, this issue has been resolved by us as we have explained the process to you and have deemed your item to be in warranty. In order to resolve your claim, we will ask you to please review ************************** website for your replacement item. With your proof of purchase we will provide you an allotment of a $60.00 credit to replace your defective helmet. Once you have found your replacement, please call our customer service line for assistance for them to place your replacement order for you at no cost. Please provide the agent the information below. Thank you for your patience. 

  
  
  Oakley Customer Service: **************
  
  
  Service Request: 317669345
  In Warranty
  Reference Number:240925-005146
  
  Again, thank you for contacting Luxottica After Sales. Have a great day!

  Customer response

  11/13/2024

  Oakley,

  I have perused your web site, unfortunately the Factory Pilot Rc Short is not available in smaller sizes 26-30.
  Kindly advise when these sizes will be back in stock, so I can move forward on ordering a female short that will fit correctly.

• Initial Complaint

  10/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My husband ordered glasses with his glasses benefits from EYE MED on *********, and when he filled out all of the information he only provided his name, but Oakley put the claim through and used my name as the benefits user instead of my husband ******* benefits as my dependent. I called to ask that they correct their error on 9/17/2024 and they have not yet made the necessary corrections to the submission. To make this additionally more complex, the company lost my husband's original order from August 2024 and had to resubmit the claim on 9/10 to ship the glasses. I need Oakley to correct the error they caused when they used my glasses benefits for my husband's glasses. Because of this error I am unable to use my own glasses benefits to get glasses for myself. I have contacted the company to correct the issue and have not received any resolution. To my understanding it is illegal to use someone else's benefits so my eye doctor cannot order my glasses without this correction on Oakley's side. It sounds like Oakley broke a law by submitting his glasses under my benefits in the first place.

*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. ↩