28 Customer Reviews
- Date
- Highest Rating
- Lowest Rating
Review from Thadeus K
1 star07/11/2024
VETERANS BEWARE!!! I have purchased 3 pairs of glasses from Oakley SI as I am a veteran. First pair of prescription eyeglasses. Had them for less than a year, both lenses the coating went bad and had sever crazing. They replaced them after much back and forth. Last week, my new pair of prescription eyeglasses developed crazing. I have submitted a request to have them replaced under warranty, we will see what happens. I just went to clean the lenses of the replacement glasses, and the s**** that holds the lens in broke, no head. So lets review, the replacement process for Oakley SI is painful at best. They have bad coatings. They break for no reason. Veterans, first responders, and anyone who actually works for a living (trades), stay away from Oakley. Oh, and by the way, since I bought on Oakley SI, the retail stores cannot help me in any way. They won't touch them. Moreso, they won't price match SI, so you can't just buy local and get help from local, they will only do SI pricing on the Oakley SI website. So, if you want the vaunted discount for being veteran or first responder, you can only do it through the website, and then they sell you overpriced, and poorly coated glasses, which you can only get fixed if you can figure out the labyrinth on their site to get them fixed. STAY AWAY!!!
Oakley Inc Response
07/17/2024
Hello *******,
Thank you for contacting Oakley! I am sorry to hear about the issues you were having with submitting an online warranty claim.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
Review from Sai K
1 star06/19/2024
One of the worst retail businesses that I can imagine. Placed an order for a sunglass on their website and the product was not shipped but my card was charged. Chatted with the customer service who apologized and said she is escalating the issue, and it will be shipped soon. 2 days later I get an email from Oakley saying it was their issue in the warehouse and my order is cancelled and I should place a new order. I followed as recommended and placed another order for the same product on their website. Guess what? Have the same situation. Did not arrive on the promised date. Called customer service and they apologized but the next day I got an email from a different rep saying the order is cancelled due to their issues in the warehouse. On two separate occasions they did the same thing to me for no fault of mine. This is just unethical business practices by a premium brand that charges you an arm and a leg for a piece of plastic! Definitely not doing any more business with Oakley. Here is the latest email that I got:I apologize for the trouble you have experienced. Upon further review, we show order H003XXXXXXXX was cancelled by the warehouse due to a system error. Our systems did not update correctly when the order was cancelled. I have sent your order over to the appropriate team to have the cancellation finalized. Once the cancellation is finalized any credit or debit card authorization hold currently being held on your account will naturally expire.Again, thank you for contacting Oakley. Have a great day!Best Regards,XXXXXXX OAKLEY, INC.WWW.OAKLEY.COMOakley Inc Response
06/20/2024
Hello Sai
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: AD1-8P4R-MBDR-77RRThank you,
Oakley
Customer Resolution Team
Review from Jonathon B
1 star04/22/2024
Oakley Standard Issue for First Responders Because of the false advertisement of their product and warranty I urge all First Responders and Military to avoid purchasing from this company.On April 22,2024. Oakley Standard Refused to honor my warranty for my prescription sunglass lenses. The warranty states, COATING WARRANTY Oakley RX lenses carry a two-year, one time replacement warranty against front surface scratching, crazing, or peeling from the date of purchase. Lenses will be replaced in the identical form. Scratches caused by improper care or abuse are not covered by this warranty. To replace lenses under Oakleys Coating Warranty, please contact Oakley Standard Issue. When applicable, credit will be issued after the original eyewear is received by Oakley ******* Services. Please follow the Product Return Procedures described below to ensure prompt credit.They said that the lenses were not a manufacturer defect. I've only owned the glasses for 9 months. I have chips and scratches because of the defect in the lenses coating that I purchased with the lenses.Being a first responder this is very inconvenient. I urge all who work in the Military or as a First Responder to avoid this company if you want to save money and your eyes.Oakley Inc Response
04/23/2024
Hello ********,
Thank you for reaching out to Oakley via the BBB.
We regret to hear that your warranty claim was denied, and we are here to help.
After reviewing your account, it appears that yesterday (4/22) you were provided with a 50% off promotional code: AD1-7M68-MBMP-9G8B
You may use this promotional code to place a new order at your convenience.
Thank you,
Luxottica Customer Resolution Team
Review from Allen W
1 star02/13/2024
Sent a pair of sunglasses back for a refund along with a pair of gloves. Both items fell within all of the rules of their return policy. They took the gloves back and rejected the sunglasses. These sunglasses were supposed to be a limited edition pair, and they are not unless the limit is around 2 million produced. The customer service people lied multiple times about being able to return the sunglasses. Two different customer service reps lied and said, "I am emailing you a return label so you can get a refund." I never received a new return label for the sunglasses even though they were approved to return over the phone. Next thing I know, the refund status says rejected. The glasses are in perfect condition. The box is in perfect condition. The case is in perfect condition. I didn't even wear them.This isn't the first issue with their customer service. All they want to do is get you off the phone without taking a refund. As other Oakley consumers on here, I have spent a lot of money over several decades, but when something goes wrong or they don't want to refund any money because that model isn't selling as they expected, Oakley just says no we are rejecting the refund, even when nothing in the policy justifies the rejection. I am a loyal customer. Their customer service rivals car manufacturers. Oh you have a policy!?! Then abide by it. Stop training your customer service reps to lie. ********************** customer service negative 5 stars.Oakley Inc Response
02/15/2024
Hello *****,
Thank you for taking the time to reach out to Oakley via the BBB.
We regret to hear about your experience thus far, and we are here to help.
After reviewing your account and previous interaction history, it appears that yesterday 2/14 you spoke with *************** ******* noted that they initiated a return for order H00386293783 as well as sent you a pre-paid *** return label.
Upon receipt of your return, your order will be refunded to the original form of payment within 15 business days.
We appreciate your brand loyalty over several decades, and apologize for your experience with our customer service department.
Thank you,
Luxottica Customer Resolution Team
Review from Amber H
1 star12/18/2023
I'd give no stars if I could. I returned 2 pairs of glasses for 520 dollars. It's been over 2 months with no refund. I've called them 6 times and got the run around. Now I'm told after multiple talks with supervisors that my refund was denied. They stated when they received the return box, it was opened and all that was in the box was the plastic they were wrapped in and the paperwork. So because somewhere in transit, someone opened the box and took out the product, I'm not getting a refund. Smh. 520 dollars they are keeping from me because dishonest people stole the glasses. So my FSA card will not be refunded. I've always loved Oakley. However, I will no longer be doing business with them now or in the future. I will also be posting the same review on all social media and beyond!!Oakley Inc Response
12/19/2023
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.
Our parent company Luxottica contacted you regarding your refund. All the information you may need will be on that communication. We have no further information we can provide.We are, therefore, unable to process your refund.
If you think there was an error you can send a letter to this mailing address:********* Legal Department
4000 ************
***** ** 45040
We are sorry for the
Best Regards,
Oakley Customer Resolution TeamReview from Nick D
1 star10/19/2023
I'm a lifetime Oakley customer. I bought a pair of sunglasses 2 months ago that snapped in half for no reason. I explained to them that they must have been compromised before my purchase but they wouldn't replace them. I've spent thousands with this company! Very disappointing ??Oakley Inc Response
10/30/2023
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-W144-MB4W-NMRG
Thank you,
Luxottica Customer Resolution TeamReview from George C
1 star09/18/2023
Have a bad lens lens looks like it is separating took to the store they say they never seen nothing like that but they wouldn't warranty themOakley Inc Response
09/19/2023
Hello ******,
Thank you for reaching out to Oakley via the BBB. We regret to hear that you are having problems with your glasses. I recommend setting up a warranty claim, by submitting a service request online at the following link: ******************************************************************************************* Please note that the link works best using a desktop/laptop using Firefox or ****** Chrome. This site is not compatible with mobile devices and other browsers.All Oakley eyewear is warranted against breakage due to material or workmanship defect for two years from the date of purchase with a valid proof of purchase. Oakleys warranty program does not cover scratched lenses. Additionally, *************** of Oakley products (i.e. sunglasses fit with non-Oakley prescription lenses) will void warranty coverage.Once your request is received, someone will be in contact with you in 5-7 business days via email with the options that are available.If you have any further inquiries, please respond to this email.Again, thank you for contacting Oakley.
Have a great day!
Best Regards,
Luxottica Customer Resolution Team
Review from Justin L
1 star08/20/2023
I bought me my first pair of real sunglasses and they was messed up so I sent them in to Oakley headquarters and they told me they could never find them so they gave me a gift card and I got a new pair. So this new pair did not even last for a long time. The nose pad fell off and the arm was all messed up. So i contacted Oakley and they told me all i could get was a discount on another pair. Like i said before they did not last very long at all. The lady got mad at me and hung up with me. All I want is for them to give me a new pair that will last for a long time.Oakley Inc Response
08/21/2023
Hello ******,
Thank you for reaching out to Oakley via the BBB.
Unfortunately, we will be unable to just give you a new pair. However, we would be more than happy to issue you a very generous 50% off promotional code, which you may use to purchase a new pair at a very steep discount.
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: AD1-443M-MB4G-1N83Thank you,
Luxottica Customer Resolution Team
Review from Aaron S
1 star07/20/2023
I ordered my Drop Point sunglasses in May via the Standard Issue website. My order was delayed nearly a month waiting for shipment. One of the subdued logos was missing upon arrival, and now I have received an alert from identity-theft monitoring that my personal information was leaked to the dark web by Luxottica. I've reached the trifecta.Thanks, Oakley. I thought this was a reputable brand. My experience proves that is not the case. I doubt they care, and will seek other avenues to replace these sunglasses at a loss. I'll make sure to tell everyone I meet to avoid Luxottica products.I want nothing from the company. I just want an avenue to warn others of the issues I've personally experienced. There is no need for a reply.Oakley Inc Response
07/25/2023
Hello *****,
Thank you for reaching out to Oakley via the BBB.
We regret to hear about the multiple issues surrounding your order, and we are here to help.
After reviewing your account,we have gone ahead and initiated a full refund to the original form of payment for order HX0013385093.
Additionally, In November 2022, we learned through our proactive monitoring procedures that certain customer data from Luxotticas retail brands, originally obtained through a third-party, was published in an online post. The data included in this incident was data from customers who made purchases in our retail stores or on our ecommerce sites.
The data does not include individuals financial information, social security numbers, login or password data or other information that would compromise the safety of our customers. ***************** systems were not breached and its network remains secure. We were unable to notify customers sooner as authorities needed time to complete an investigation.Thank you,
Luxottica Customer Resolution Team
Review from Latoya S
1 star06/28/2023
Is that absolute worst service I have ever gotten in my life. I had ordered two pairs of Oakley replacement lenses for $161. I had accidentally ordered the wrong size lenses for my glasses. First time ordering new pairs of lenses ever. I let them know that I ordered the wrong size. They gave me an address so that I can send them back. No problem. I sent them back and then they said package on the way. Then a few days later they said that I had canceled the package. Which was a lie and I had gotten evidence from where I had purchased the payment for sending them back which was $20. It showed that they had received the package. So I sent them a picture of the routing being complete. Then once I had done that they had kept me off cold shoulder. No email back from nothing and they said they apologize for saying that they did not receive the package but still have yet to get back to me. The people that who bought out Oakley need to do better for their customers. And it's not okay. Either way you treat your customers. All I want is my money back. $161 it's hard to come by these days just not to get anything for it. I keep calling them and emailing them but they just won't get back to me. Someone please help me make this right.Oakley Inc Response
06/28/2023
Hello ******,
Thank you for reaching out to Luxottica AfterSales via the BBB.
We regret to hear about the ongoing issue with your return, and we are here to help.
After reviewing your account, it appears that tracking number 9400111206207043381446 shows that the label was cancelled and we have not received your return. Could you please provide the other tracking number as we see you mentioned "the post office had changed the tracking number" on 6/20.
Thank you,
Luxottica Customer Resolution Team
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.