Complaints

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:03/28/2025

  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.

  on the 15th of March I submitted a claim under lifetime warranty for a pair of legacy sunglasses sold by Costa Del Mar. The glasses had rubber on the nose piece and arms and that rubber had failed within 2 years of receipt of the glasses. The glasses had been given to me as a replacement for another pair under warranty that Costa Del Mar said they no longer have. When I made the claim, Costa Del Mar sent a standard form letter denying warranty coverage but for no particular listed reason, just that it COULD BE for lack of a sales receipt, due to normal wear and tear or due to an expiration of the warranty, but with no specific reason listed.Issue not due to defective material or workmanship Missing/Invalid proof of purchase Warranty period expired They offered to SELL me another pair at not much of a discount. The glasses were legacy glasses covered by a lifetime warranty and should have been repaired or replaced. Costa Del Mar changed their warranty in 2023 to only 2 years and are trying to get away from their old legacy warranty.

  Business Response

  Date: 03/28/2025

  Service request 10904811 was determined to be out of warranty.

   

  A replacement was offered, which was declined by you.

   

  Please use the code below on your next online purchase to receive 50% Off (ONLY 1 Item up to $300). Valid until 12/31/27. 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: ASGEN-AF58LCUC

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 23128167
  
  I am rejecting this response because:  I received these glasses from Costa Del Mar back in January of 2019.   All glasses sold by Costa Del Mar, until November 2022, were covered by Costa Del Mar's lifetime warranty.  These were from 2019, when Costa's motto was "Buy them for Life".  These glasses have rubber nose piece and arm coverings that surely won't last forever and in fact only lasted a few years in the Florida sun.  The rubber was clearly a defect, just using it in the first place was defective.  In doing a simple search online, I see numerous complaints about the rubber appearing way back to 2009, so not a new problem that Costa Del Mar is not aware of.  I also see that Costa Del Mar has since ***laced the soft rubber with a hard rubber product. 

  I see a variety of responses by Costa, from providing new pairs to fixing the rubber.  On the site ********************, on the site **************, on the *************, this problem of the nose piece and rubber on the arms is abundantly documented, and reference from a Costa Del Mar *** who said the rubber was ***laced with a hard rubber that does not fail.  My glasses did not have hard rubber...   They were ***lacements for my original "legacy" glasses and continue to carry the lifetime guarantee, which did not end until glasses purchased after November 2022 and newer.  These glasses clearly fall under the lifetime guarantee, they came direct from Costa in 2019.   All i want is a pair of glasses as a ***lacement, ones that don't have rubber added to the frame. 

  Costa also acts like they offered me a new pair when I filed the claim, they offered me a tiny discount.  Now they are offering me a 50% discount, for an item they should be ***lacing for free.  Costa Del Mar was party to a class action lawsuit over their warranty claims in 2019 and the company was slated to close in 2020.  The class action suit was about Costa Del Mar charging excessive fees when covering items that should have been covered by their lifetime warranty, much like they are offering me now, that I should pay 50% of the cost of a new pair for ***airs that should be covered for free.  Costa Del Mar lost that class action suit and changed their warranty to two years a few years later. I obviously take care of my glasses, there is barely a scratch on the lenses....  I have kept them in the case when not being used but that rubber does not hold up in the Florida heat, sorry, defective material choice, should be fully warranty covered.  

   

  COSTA LIMITED WARRANTIES FOR PRODUCTS PURCHASED BEFORE NOVEMBER 3, 2022
  Costa's ***************** Lifetime Warranty
  We warrant Costa sunglasses* against defects in materials or workmanship for the lifetime of the product.
  Costa will ***air or ***lace (with an identical or reasonably equivalent style), at our option, any product determined by Costa to have a manufacturer's defect. For additional limited warranty information, please chat with us ************************************************************************.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 04/01/2025

  Service request 10904811 was determined to be out of warranty.
  
  A replacement was offered, which was declined by you.
  
  Please use the code below on your next online purchase to receive 50% Off (ONLY 1 Item up to $300). Valid until 12/31/27. 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: ASGEN-AF58LCUC

  Business Response

  Date: 04/01/2025

  This has been resolved, the warranty clim was considered to be outside of warranty by our ********************** customer was provided with a more than generous 50% off promotional code as well as a quotation to replace his original pair with, which he declined.  These is nothing more that can be done here as we cannot re-open previously closed forms.  The customer needs to either use the 50% off code they were given or stop bringing this up as it has been resolved previously.  The customer provided no receipt, and we cannot honor a lifetime warranty when the receipt the customer provided is something they made in ********* Word.  Attached you will see the fake "proof of purchase" that this guy submitted, which is why his claim was denied.  There is nothing anyone can do within the company to re-open a previously closed service request. 

  Customer Answer

  Date: 04/01/2025

  this is a photo from Costa Del Mar's website to show where the list of service records came from.  Costa claims I sent them a fake receipt, a new direction for them since last time they claimed the glasses were out of warranty yet now they are questioning the receipt. 

  Costa Del Mar has a lifetime warranty on all their sunglasses until a few years ago.  This pair in question was originally from a pair I purchased years ago, sent in for repairs, they did not have that pair available anymore and they sent me a replacement pair, the ***** glasses that I am now looking to have covered under their legacy lifetime warranty.  the sent them to me on January 29th, 2019.  They are now trying to claim that the screenshot of the service record when they sent me those glasses is a "fake receipt".  It is the record of the transaction when they sent me the pair in question.  They have now deactivated the link to the transaction, leaving only my last purchase link active.  If I had thought they would deactivate the link that shows this pair in question, i would have taken a screenshot when it was still active.  They are trying to hide the transaction now.

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23128167
  
  I am rejecting this response because:  See the photo above of MY ACCOUNT on ********************'S WEBSITE.  They claim i submitted a "fake word document" that was actually just a copy and paste from their website of my account.  Nearly every pair of Costa Del Mar sunglasses i own were purchased directly off their website.  Costa Del Mar knows they gave me those glasses as a replacement for another pair returned under warranty. 

  Every pair of Costa Del Mar sunglasses came directly from Costa Del Mar's website or from "Shades of ********", a sunglass store that was located in ******** that is now out of business.  Costa del Mar was sued, and lost, for not honoring their legacy warranty and are now just trying to bully me. 

  They know exactly where my sunglasses came from and they know that any glasses purchased prior to 2022 are covered by their lifetime warranty, remember their phrase "buy them for life".  If they are just going to continue to deny their responsibility for fixing my glasses for free (not offering me a discount on another pair) I want the BBB to see their response for what it is, they are not honoring their warranty.  I was hoping to get this resolved this way but I'm headed next to the Florida Attorney General and then to Small Claims. I will gladly run this as far as need be and hope the BBB gives them the mark they deserve for not honoring their warranty.

  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:03/20/2025

  Type:Order 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 own Costa Fantail sunglasses. These were purchased with a lifetime warranty around 10 years ago. The earpiece rubber pieces along both frames are falling off the hard plastic frames. I contacted warranty department. The spokesman for Costa stated there was a manufacturing problem with these frames having the rubber like pieces falling off ; just like I stated to him on phone. The representative stated to me to send Costa several photos of the rubber falling off ****************************** would then send me repair instructions for me to return sunglasses to costa for replacement of the frames at no charge to me because of a manufacturer defect. I sent Costa the requested photos with sunglass I D numbers included in photos. I received an email from Costa stating the sunglasses were out of warranty!

  Business Response

  Date: 03/20/2025

  Tell us why here...Hello *****
  
  Thank you for the additional information about your survey response and experience with After Sales. Your feedback is essential in identifying opportunities for improvement as we strive to deliver the best possible customer experience.
  
  Service request ******** was determined to be outside of warranty.
  
  Please follow the below steps to use your discount code: 1. Visit our website to 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 CS100-6T4YHAS  to order your new frame. *This code cannot be used in conjunction with any sales, promotions, or cyber deals going on through the website*
  
  We apologize for not meeting the level of service expected and for any inconvenience this has caused. 
  
  Best Regards,
  
  **** G
  Customer Resolution Team 
   

• Initial Complaint

  Date:03/19/2025

  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 have purchased multiple pair of the Fernandina womens sunglasses with the blue lenses. I live in ******* and spend a lot of time on a boat and offshore fishing. I've had two pair that were and to warranty and a third that needs replaced due to the lens falling out and cracking. Costa no longer makes the blue lense for the Fernandina and has not created another aviator style frame for small faces. There is one plastic option for women with small faces that does not fit my face well. I'm now stuck with a pair of Fernandina with a brown lense that doesn't work for fishing, a credit for glasses that costa doesn't make in my size any more and about to be a third credit that I won't be able to use. **************** states to restyle because there is nothing they can do. There are stores with the frame and lense in ****** but I'm told I can't order them and use my credits. Costa were my favorite glasses and I have 6 pair myself but this is awful customer service and has left me with a bunch of wasted money.

  Business Response

  Date: 03/19/2025

  The supervisor you spoke with around 11AM this morning noted that you will need to restyle as the frame/lens combination you are seeking is no longer available.

• Initial Complaint

  Date:02/19/2025

  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.

  Costa refuses to warranty two of their products that are unusable due to manufacturer defect. I bought a pair of **** Sunglasses from academy for over $300. I only got to wear them a handful of times before the frame warped on them. Another pair of glasses my mom bought me as a christmas gift that have came apart over the years and broke as well. They are denying my claim as I have no proof of purchase how am i supposed to preserve a reciept for the lifetime of a product. they once agreed to replace the second pair with the option of two ugly styles since mine are discontinued, i let the offer lapse and now they are denying both of my claims, i feel as much money as i have spent with this company over the years and their "lifetime warranty" scam, that they should take more pride in their products. The second pair was purchased directly through costa so they should be able to find a record. I appreciate any help resolving this matter.

  Business Response

  Date: 02/20/2025

  Thank you for contacting ********* After Sales. Upon review of your eyewear, the damages were deemed as out of warranty. There are several reasons for this, however the top reasons are:- Out of waranty timeframe.- Receipt from purchase was not provided.- Damage was not a manufacture defect and is accidental damage.Again, thank you for contacting ********* After Sales. Have a great day!

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22962603
  
  I am rejecting this response because:

  How is it past a "lifetime warranty" also how is a frame warping and rubber wearing off not a manufacturer defect. Their must be no pride in their products anymore. 
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 02/26/2025

  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:02/10/2025

  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 purchased Costa Antille sunglasses from EZ Contacts on 8/20/24, Order #******* I was wearing the glasses last month when the frame suddenly came apart.The sunglasses were not dropped or damaged by me in anyway. The frame and the lenses are completely intact and without any damage. The head of one of the screws holding the arms (or temple) of the sunglasses snapped leaving the threaded portion of the s**** nearly impossible to remove. I took the sunglasses to several sunglass shops that sell Costa and was told the repair was too difficult but that the issue should be covered under my warranty. I filed a warranty claim through Costa's website (Request ********) which was denied without reason. There is only a list of "common causes" of warranty claims being denied which I do not believe my claim falls into any of those explanations. I have spent over an hour of time trying to talk to a competent individual in customer service that can explain why my claim has been denied without any success. I was hung up on after 30 minutes on hold with the first individual, then spent several minutes on online chat whom told me a supervisor could not assist online and was referred back to the phone customer service line. I then requested a supervisor again on the phone and was told there was a "system error" and that this was the reason I was disconnected the first time. The representative took my information down and promised me he would have a supervisor contact me before end of business hours. It is now ****************************************************************** The only resolution that has been offered is a discount on a future purchase. This is absolutely absurd that I would even consider buying another pair of Costa sunglasses after this experience. I firmly believe my sunglasses have a manufacturer defect and I request that my warranty claim be reviewed and accepted.

  Business Response

  Date: 02/11/2025

  WHAT IS COVERED BY WARRANTY (examples):
          Delamination and/or peeling of sun lens coating
          Bubbles or imperfections in lens coating 
          Premature flaking or deterioration of frame coating
          Soldering defects of temple hinges and/or barrels
  
      WHAT IS NOT COVERED BY WARRANTY (examples):
          Normal wear and tear (scratches or pit marks on sun lenses )
          Any damages caused by accident, abuse, neglect, shock, improper use or storage of product
          Damage caused by chemicals (hair spray, cologne, window cleaner, alcohol, etc)
          Damage caused by unauthorized modifications or repairs
          Loss of eyewear
          Prescription (Rx) lenses

  
   To express our sincere apology for the frustrations we would like to offer you 50% off a future purchase on ************************** . Please accept this as a token of our gratitude for your loyalty. Please follow the below steps to use your discount code: 1. Visit our website    to 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
  CSGEN-7X7NWEQ7   
   to order your new frame. *This code cannot be used in conjunction with any sales, promotions, or cyber deals going on through the website*

   

• Initial Complaint

  Date:02/08/2025

  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.

  Okay so a few months back like in Aug or July we tried making a warranty claim for a pair of glasses I bought from a *********** I previously worked for. They sent a label back to repair the item. The repair of the item was 100 percent told in the pictures on what needed to be repaired. I mentioned the lenses and the sides. The glasses came back with the the lenses fixed and the corner where it says it it's plastic or glass was on there twice which looked really bad. Called the company they said they would have to give us a voucher because those glasses aren't in stock anymore. We used the voucher for a totally different pair but ended up with the same pair we wanted fix but new. This pair is faulty and I've tried numerous times to get a hold of you guys and get a warranty fix. So at the end of the day we ended back with broken glasses the first time than a voucher used for a diff pair but came with a diff pair of glasses than what we picked and those were defective I know a pair that was fixed loses its warranty but I can't even wear the ones that I got and I'm really upset I just want this pair fixed not even a new pair and it's a struggle to reach out with long lines on the phone I've tried twice now with a warranty claim it doesn't give u enough writing. You guys lost a grin on the last warranty order not there's things that say I got this pair but didn't. The new pair lasted 3 months cmon is this how you want your company ran? With social media out there it's easier to make me happy than **** me off. Please help me fix this pair

  Business Response

  Date: 02/11/2025

  Hello *********,
  
  Thank you for contacting Costa Del Mar.
  
  
  
  We are reaching out regarding your inquiry. We are sorry to inform you that we are unable to provide manual invoices for previous service request and or Non Rx orders. The service request ******** was deemed in warranty, due to this you were not charged for the service request. We did want to inform you that due to the product being covered, it is unable to be covered under warranty in the future. We apologize for the inconvenience. 
  
  Again, thank you for contacting Costa. Have a great day!
  
  Best Regards,
  
  ***** H
  Costa
  ****************************

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22916167
  
  I am rejecting this response because: you guys don't understand I purchased another pair via a voucher and I need those glasses fixed not the ones that you already did and you guys also sent another pair that you guys seem can't find you did. I need this glasses repaired or I'll will have to take further action. I will not stop until this company stands behind there product and fixes it. 
  
  Sincerely,
  
  ********* *******

  Business Response

  Date: 02/13/2025

  Hello *********,
  
  Thank you for contacting Costa Del Mar.
  
  Unfortunately, your rebuttal does not change our response and our stance on this issue remains the same.
  
  We are reaching out regarding your inquiry. We are sorry to inform you that we are unable to provide manual invoices for previous service request and or Non Rx orders. The service request ******** was deemed in warranty, due to this you were not charged for the service request. We did want to inform you that due to the product being covered, it is unable to be covered under warranty in the future. We apologize for the inconvenience. 
  
  Again, thank you for contacting Costa. Have a great day!
  
  Best Regards,
  
  ***** H
  Costa
  ****************************

• Initial Complaint

  Date:01/22/2025

  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 have a pair of Costa Blackfin sunglasses the nose pad has ripped on. I filled a service request # ******** November of 2024. I was notified the glasses were out of warranty and no repair can be made. That's fine so I tried to buy the replacement nose pad to repair them myself. No nose pads were available, I was told to try my local stores or to try back later the part may be in stock then. My local stores do not carry parts and today 1-22-25 I tried again to see if nose pads are available. After not finding them on the Costa website and speaking with 2 customer service associates the nose pad needed to repair my glasses is still not available. The only solutions given are to purchase another pair of $220 glasses at 30% off ($154) or file another repair request and see what the repair techs say this time. I do not want to spend a hundred plus dollars to fix a part that probably only costs the Costa company a few cents. How do Costa manufacture glasses if the nose pads are not available? I'm not asking for free parts, I am more than willing to purchase the replacement nose pad from Costa but need to find an avenue to make the part available from them as no aftermarket companies sell them either. I have had great luck with the Costa company with repair and warranty work in the past making fair deals for both parties involved but I have hit a wall on this and need help. Thank you

  Business Response

  Date: 01/23/2025

  Hello *******,
  
  Thank you for the additional information about your survey response and experience with Costa 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 are not completely satisfied with the service provided regarding your Service Request #********. Our records indicate the Service Request is missing the required proof of purchase in order to properly evaluate the claim. We apologize for the inconvenience.
  
  
  Regrettably, we do not have replacement nosepads available for the model you indicated. As a one-time courtesy, we have created Sales Order #********* to ship the replacement glasses to you. Please allow at least 15 business days for delivery.
  
  Please keep any receipts from this new order for any future warranty claims as they are now required for any claim to be deemed in warranty within in the 2 year time frame.  You may dispose of your damaged glasses at your leisure.          
  
  We apologize for not meeting the level of service expected and hope we have satisfactorily addressed your concerns. Please be on the lookout for a brief survey regarding this most recent incident.  If this did not solve your issue, please reply to us so that we can assist you further.
  
  Best regards,
  
  April A.
  Luxottica After Sales   
  Customer Resolution Team
  

  Customer Answer

  Date: 01/23/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I would have settled for just the nose pad to repair the glasses I currently have but do appreciate the offer of replacing the glasses. Thank you for your attention to this matter.    
  
  Sincerely,
  
  ******* ************

• Initial Complaint

  Date:12/23/2024

  Type:Sales and Advertising 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.

  My father gifted me a brand new pair of Coasta Cayan sunglasses. He always had issues with the frameless design in the attach points for the lenses. He hoped that I would have a difference as we love the brand. My glasses showed very similar damage within 6 months of use and appears as a design flaw as we suspected, in relation to their frameless versions. I reached out via their website for a warranty claim and was declined. Tried to call to discuss further, on each call attempt I was sent to a call center outside the ** that would not transfer me back into the states to discuss the reoccurring issues as well as reviewing my dads account to see the same issues. The same frameless glasses have offered a lifetime warranty for years.

  Business Response

  Date: 12/26/2024

  Hello *****,

   

  Thank you for reaching out to Costa via the BBB.

   

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

   

  After reviewing service request 10859399, it appears that your product was determined to be outside of warranty as the damage was not a manufacture defect and was determined to be accidental damage, which is not covered by our warranty.

   

   Please use the code below on your next online purchase to receive 50% Off (ONLY 1 Item up to $300). Valid until 12/31/27. 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: ASGEN-9ZWRRX3U

   

  Thank you,

  Luxottica Customer Resolution Team

   

   

   

  Customer Answer

  Date: 12/26/2024

   
  Complaint: 22725767
  
  I am rejecting this response because my father whos account is readily available  to Coasta Del Mar. If you look at his account youll see that hes had the same issue and they have replaced it several time and even admitted that it was their faulty frameless design. The mounting points where designed by the company not the consumer, how am I at fault when you made the glasses. As earlier you either fix the glasses, Ill be more than happy to send them to you or a replacement should be given. 
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 01/02/2025

  Hello *****,
  
  Thank you for reaching out to Costa via the BBB.
  
  We regret to hear about your experience thus far, and we are here to help. 
  
  After reviewing service request 10859399, it appears that your product was determined to be outside of warranty as the damage was not a manufacture defect and was determined to be accidental damage, which is not covered by our warranty.
  
   Please use the code below on your next online purchase to receive 50% Off (ONLY 1 Item up to $300). Valid until 12/31/27. 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.
  
  We regret to hear that you reject this response, however this is the best offer we have for you considering your warranty claim was determined to be outside of warranty.

   

  We invite you to chat with us here: **************************************************************** so that a member of our aftersales team can reiterate to you the decision that they made. 
  
  
  Promotional Code: ASGEN-9ZWRRX3U
  
  Thank you,
  Luxottica Customer Resolution Team

  Customer Answer

  Date: 01/03/2025

   
  Complaint: 22725767
  
  I am rejecting this response because:

  Attached is a picture of my box from the sunglasses. LIFETIME WARRANTY. The cracking is from your designs and you have even admitted to this before. I do not want to buy another product from you. I want a replacement pair for my glasses. Even with a 50% discount you make 500%+ on the sunglasses because you get them so cheap and the quality shows. I did not crack these glasses they have been well kept, I have worn sunglasses and glasses for so many years and these are the first to crack, huh must not be me must be your product. The same product you put together where it cracked the lenses. I have no touched these glasses hardware or anything to cause this damage. This shows you are just trying to get rid of fault from your faulty design. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:12/16/2024

  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 am extremely disappointed with the handling of my recent order. I used a 50% off code provided due to a prior issue and purchased glasses during a 24-hour sale. Despite multiple follow-ups the week after my purchase, I was repeatedly assured that the order was in stock and would ship the following week. Instead, the order was abruptly canceled without explanation.This is completely unacceptable, as the error lies solely with Costa. During a prior conversation with your customer support team, it was agreed that I would be able to purchase a similar pair of glasses at the same price as a resolution for this issue.Given my longstanding loyalty as a customer and my history of multiple purchases, I expect this matter to be resolved immediately. I insist on the opportunity to purchase a comparable pair of glasses at the same price I originally paid. If this issue cannot be handled promptly, I request that a supervisor contact to resolve this matter.I expect a response ASAP and a solution to this unacceptable situation.

  Business Response

  Date: 12/17/2024

  Hello *****,

   

  Thank you for taking the time to reach out to us.

   

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

  Please use the 50% off code below to place a new order.

  CSGEN-BTWK93RU

   

  Thank you,

  Luxottica Customer Resolution Team

  Customer Answer

  Date: 12/17/2024

   
  Complaint: 22695489
  
  I am rejecting this response because:

  This is exactly the resolution that was emailed to me initially, and this is still unacceptable. The primary issue at hand is not the refund process. I am unable to obtain glasses or similar products at that price point again. During an online chat conversation, I was informed that this matter would be escalated to a supervisor who would assist in resolving the issue. The chat representative suggested I purchase a comparable product, contact them again, and receive a refund for the difference between the canceled order and the new purchase. I am relieved that I did not follow this advice, as it would have resulted in a significant financial loss.
  
  
  It is imperative that you honor the previous promises stated in chat and provide customer service like ********************** prides itself on. If you are unable to fulfill these obligations, please involve a supervisor who can contact me via email or phone number provided. 
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 12/18/2024

  Hello *****,

   

  Our previous message made no mention of a refund.

   

  Our previous message provided you with a 50% off promotional code which you may use to "obtain glasses or similar products at that price point again", which was your primary issue.

   

  This issue was escalated, and was resolved by us giving you a 50% off promotional code.

   

  "The chat representative suggested I purchase a comparable product, contact them again, and receive a refund for the difference between the canceled order and the new purchase." - You no longer have to do this since you were provided with a 50% off code by us yesterday.

   

   

  "It is imperative that you honor the previous promises stated in chat and provide customer service like ********************** prides itself on."  -  This was done, when you were provided with a 50% off promotional code. 

   

  Thank you,

  Luxottica Customer Resolution Team

   

  Customer Answer

  Date: 12/18/2024

   
  Complaint: 22695489
  
  I am rejecting this response because:
  
  

  In light of the situation, I believe there may be some misunderstandings. The only option available on the Better Business Bureau website for me was requesting a refund, but I do not wish to do so. Instead, I would like to purchase a comparable sunglass to the one I originally ordered (ORDER NUMBER ************* Costa Rincondo Matte Smoke Crystal with Green Glasses Lenses 580G).

   

  I had already purchased the pair during a 24-hour sale at $136, and I had a 50% off coupon from a previous issue with Costa glasses. This brought my total for the purchase to $73.88.

   

  I placed the order on December 6th and contacted Costa on December 9th and 10th. They informed me that the item was still in stock and that my order would be shipped the following Monday, which was December 16th. However, on Friday, December 13th, my order was canceled.

   

  Upon contacting Costa via chat on the same day, the chat representative suggested that I purchase a similar pair of sunglasses (the Riconcito) and that they would honor the price I had paid of $73.88. They then informed me that they had escalated the case and would follow up with an email explaining their decision. Since then, I have only received a 50% off coupon, which will not bring the price comparable to what I originally paid. I simply want to purchase a similar pair for the amount I originally paid. This is how the situation can be resolved.

  Sincerely,
  
  ***** ********

  Business Response

  Date: 12/23/2024

  Hello *****,
  
  Our previous message made no mention of a refund.
  
  Our previous message provided you with a 50% off promotional code which you may use to "obtain glasses or similar products at that price point again", which was your primary issue.
  
  This issue was escalated, and was resolved by us giving you a 50% off promotional code.
  
  "The chat representative suggested I purchase a comparable product, contact them again, and receive a refund for the difference between the canceled order and the new purchase." - You no longer have to do this since you were provided with a 50% off code by us yesterday.
  
  
  "It is imperative that you honor the previous promises stated in chat and provide customer service like ********************** prides itself on."  -  This was done, when you were provided with a 50% off promotional code. 
  
  Thank you,
  Luxottica Customer Resolution Team

  Customer Answer

  Date: 12/24/2024

   
  Complaint: 22695489
  
  I am rejecting this response because:

  You are still not understanding. If you want a resolution you can call me at ************. We are going around and around and you are stating the same thing and not understanding the facts.

  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:12/16/2024

  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.

  I bought some glasses in march of 24 and still have the receipt . The frame cracked and then broke . So I made a warranty claim and its denied . I tried talking to the people and just get the runaround . I paid over 300 for them glasses

  Business Response

  Date: 12/17/2024

  Hello *****,

   

  Thank you for reaching out to us.

   

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

   

  Unfortunately, your service request was determined to be outside of warranty as the damage was determined to not be a manufacturers defect.

   

  Please use the code below on your next online purchase to receive 50% Off (ONLY 1 Item up to $300). Valid until 12/31/27. 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: ASGEN-8U8ZSJEX

   

  Thank you,

  Luxottica Customer Resolution Team