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 (#55 Garden State O-Store)

  One Garden State Plaza, Ste T-15 Paramus, NJ 07652

• 

  Oakley Inc

  27001 US Highway 19 N Clearwater, FL 33761-3402

• 

  Oakley Vault

  14500 W Colfax Ave Unit 418 Lakewood, CO 80401-3232

• 

  Oakley Inc

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

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:08/12/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  Placed ordered on June 7, 2024 for a $150.00 physical gift card and eyeglass case. 2 Boxes were delivered, one box contained eye glass case. Second box included packing material and empty envelope. Physical gift card was not present. Contacted Oakley regarding concerns but have not received any support. Company sent 30% discount, but still no resolution for the not received gift card. Now, unable to speak with representative on the phone, can only do a chat. Chat representative now tells me that they cannot give resolution since it has been over 30 days. Chat messages and emails uploaded below. Seeking a refund or replacement gift card, it's been over 2 months.

• Initial Complaint

  Date:08/08/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Purchased from Oakley.com a pair of prescription eyeglasses with anti scratch coating and additionally the Oakley protection plan. This was an ONLINE purchase for $720.11. Of which my glasses have become scratched. I am trying to raise a request to get a replacement lens, as I have the protection plan and it was supposed to be anti scratch . But spoke with the chat system , they made me raise a service ticket ******** of which this was cancelled by ***************** team the next day as they said I had to take them back to the store... It was an ONLINE OAKLEY.COM purchase ! Then reached out to the Luxottica chat system again was told the same thing. So tried to write to senior folk at Oakley and warranty claims , nothing... (using work email to see when mails were read using delivery receipt and read options. see evidence it was read ! ) Nothing... no response , no acknowledgment of issue , they just provide ZERO service. So going around in circles and getting no where with the poor service they provide, hence reaching out to the BBB .

• Initial Complaint

  Date:08/07/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 returned a pair of sunglasses given the return label of hey provided. They say it didnt arrive at the address it was supposed to arrive at so theyre withholding my refund. I did everything I was supposed to do. I have proof that the package was delivered. If it didnt get shipped to the right address thats not my fault. I used the label they provided. Ive called them at least 10 times about this issue. They keep telling me they will issue me a refund within ***** hrs. Week after week and I never receive anything. This has been going on for almost 2 months. Im so upset.

• Initial Complaint

  Date:08/05/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 prescription glasses from oakley.com and found the received glasses did not fit the prescription. I used the online chat to contact the agent on the website, and was told to return the glasses. I did the return and oakley.com received the return on 7/9/2024. Then I contacted though online chat again and was told it will be refunded in 20 days. However, I have not received refund so far. It is almost 1 month after. I requested the refund of the order in the earliest convenience from oakley.com as promised.

• Initial Complaint

  Date:08/04/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 prescription glasses on 07/01/2024, but the lens started popping out shortly afterward. I reported the issue on or around 07/15/2024 and followed up a few days later. I requested a replacement from Oakley, with the understanding that I would return my current glasses once I received the new pair. I was informed that this would not be an issue, but that it required a special department to handle the request within two days. However, I never received any follow-up. I have since contacted Oakley on 07/26, 07/27, 07/30, and 08/02 (see attached communication in PDF), and each time I am told to wait. This delay is unacceptable as I need my glasses to see. I am extremely disappointed with the service I have received after switching from ******* to Oakley. Please address this issue immediately.

• Initial Complaint

  Date:07/27/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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 July 20, 2024, I placed an order for a pair of custom ******** sunglasses on Oakley.com , specifically selecting the XL wide fit option to ensure a comfortable fit. However, upon receiving the delivery on July 27, 2024, I was disappointed to find that the sunglasses were undersized and uncomfortable to wear for more than a few minutes. Upon reviewing the invoice included in the package, I noticed that it incorrectly stated that I had ordered the basic size, which is not the case. This has resulted in a product that does not meet my expectations or fit requirements. Ive tried resolving the issue with customer service but have only gotten agents telling me it was probably my fault and that theres nothing they can do, as well as being extremely unprofessional.

• Initial Complaint

  Date:07/13/2024

  Type:Delivery Issues
  Status:

  UnresolvedMore 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 (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

  Date: 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 Answer

  Date: 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,
  
  ***********************
  
   
  

  Customer Answer

  Date: 08/22/2024

  Good Morning, I filed a complaint against Oakley on 07/15/2024 (Complaint #********), and also one on 08/08 but I don't know if it went through) and it was resolved shortly after in the form of Oakley sending me a coupon code to replace my glasses that were defective and I sent back. I received the replacement glasses a little over a week ago, and they are defective as well (lenses are extremely loose, and there are hairline cracks in the frames, around where the lenses are). I contacted Oakley customer service via phone on July 25th, and they said to ship the glasses back to them (again) and that they would provide me with a return shipping label (which as of today 08/10/2024 I still have not received). I then received an e-mail from Oakley on 08/08/2024 asking for feedback regarding my customer service experience, and in the survey it asked if my issue had been resolved, which I clicked no, and it brought me to another screen to request my method of fixing the issue. I indicated that I would like the glasses replaced (I've been going on using my old prescription glasses for over a month at this point). I called Oakley again on 08/09/2024 regarding not receiving the return shipping label, and was told that they have no record of a return shipping label being requested and that they cannot warranty the lenses on my replacement glasses, only the frames (even though the lenses were cut incorrectly by Oakley / Luxxotica) I find this answer completely unacceptable by them, because not only are the frames cracked, the lenses are cut incorrectly for the frames I purchased with them and pop out under the slightest flexing of the frames (for example when opening the arms of the frames to put the glasses on, the lenses will pop out every other time, and you can feel the lenses moving in the frames) So as of today, I am still out $521 that I paid for glasses, and Oakley is refusing to warranty the replacement glasses they sent that are also defective and unusable .

• Initial Complaint

  Date:07/11/2024

  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 purchased a helmet and goggles at the store. As the store did not have the helmet size on location, the store clerk recommended to pay for the helmet at the store and have it delivered to my house directly. I paid for the helmet on 5/7/2024 and yet to receive the helmet.I contacted the customer ******* of ********* (which is apparently the parent company) and they refused to talk to me stating that I should approach the store and the store should settle it. As I am unable to make it to the store, and asked to escalate the issue, I was stonewalled and told repeatedly that they do not deal with store issues.I ask for you to contact the business and ask them to deliver my helmet, please. As ski helmet and goggles go together for optimal performance, if I don't have the helmet, the goggles are really useless!

  Business Response

  Date: 07/12/2024

  Hello Annat,

   

  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:
   
  ************************************************************

   

  Thank you,

  Luxottica Customer Resolution Team

  Customer Answer

  Date: 07/12/2024

  nothing was resolved. I am still waiting to get the merchandiser paid for.

  Theres a concerted effort to defraud a customer out of their money and to stonewall all their efforts to some random email box that no one responds to.

  The requirement is that you show up in person in the store that you made the purchase at, even though the stores promise was that the item will be mailed directly to me and I will not have to show up in the store.

  Business Response

  Date: 07/12/2024

  Hello *****,

   

  We have received your completed care form as of today 7/12 at 8:26 AM and will escalate your concerns to management.

   

  Once we have an update for you, we will reach out accordingly.

   

  Thank yoyu,

  Luxottica Customer Resolution Team

• Initial Complaint

  Date:07/01/2024

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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.

  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

  Date: 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

  Customer Answer

  Date: 07/25/2024

  I previously filed a complaint but it was automatically closed over the holiday weekend. The company failed to review the content of my previous complaint and instead sent useless replacements, without any adjustments to the prescription, to an address I no longer live at. I am writing to follow up on my previous complaint against Oakley SI regarding their poor customer service and incorrect fulfillment of my prescription lenses order. My initial complaint was automatically closed over the holiday weekend without resolution. Oakley SI failed to review the content of my previous complaint properly. Instead, they sent replacements without making any adjustments to the incorrect prescription, and these replacements were sent to an address I no longer reside at. To reiterate, the prescription lenses I received initially were altered to "fit the shape of the lens," causing physical ocular pain and discomfort. This alteration did not match the prescription I provided, compromising my vision and causing significant distress. The customer service experience with ********************** SI has been extremely frustrating. The phone system appears intentionally designed to delay and disrupt customer attempts to speak to real people. Pressing "0" ends the call, navigating through numerous options often leads to dead ends, and there is no option to speak to a live agent. Contacting their website has also resulted in no response. I request the following actions to resolve this matter: CONTACT ME BY PHONE and arrange to receive the full and correct prescription to properly match the double-vision issue in my right eye. Improvement of customer service processes: Ensuring customers can easily reach live agents to resolve issues promptly. Do not abuse your customers by making pressing "0" hang up the call.

• Initial Complaint

  Date:06/26/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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