ComplaintsforLuxottica

• Initial Complaint

  07/06/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Ordered Persol sunglasses in April as I'm light sensitive and needed a prescription to help with driving. Had the glasses for less than a month when one of the lenses popped out. Called customer service for repair/replacement. They sent a return box that I sent with the glasses. They received the package.After a week of no communicating, I called the generic number to figure out why I don't have a replacement on the way. Run around.Week later I receive an email saying the money has been refunded. Mind you, no money has seen the amount to this day and that was in May. I called again and they say it takes a week to show.Called a week later to speak to a manager(took an hr for just that), and they said the problem is escalated and someone will be reaching out to me. That was ***** It is now July and I still don't have my glasses or money

  Business response

  07/18/2024

  Hello.

  I would to give my deepest apology for this inconvenience.  May I please have your material information for your frames, I am going to see if we're able to ship you out a brand new pair minus your prescription as you will need to have those done at your local Lenscrafter or Pearle Vision store.

  Customer response

  07/19/2024

   
  Complaint: 21949213
  
  I am rejecting this response because: While I am appreciative to finally hear from someone with a solution, the cost included rx, and I strictly use the sunglasses for driving in a very suuny location. I'm all for the replacement, but the cost needs to be modified if I have to go to a lens shop(rural area so that's a Walmart) 
  
  Sincerely,
  
  Dre ******

• Initial Complaint

  05/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I requested a repair of the nose pad of my frame. They approved it. I mailed the frame to them but the frame that I just received is not repaired. They sent back the exactly the same damaged frame back to me. During this process, they never attempted to contact me.

• Initial Complaint

  05/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Never received item, it was not delivered .****** mentioned they would do an investigation and then refund, never followed up with me. Never refunded and said they cannot help me with this issue.

• Initial Complaint

  12/31/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  After replacing (2) defective frames of (2) different model frames **************** the replacements were defective, w/peeling & pitting of the plating. Luxottica has refused to replace these, instead sending Lenscrafters IN-STORE credits that are worthless, as none of their stores carry ANY Persol metal frames, period. Also, since neither frame is suitable, the 5004VT cannot be adjusted correctly to my face, & the 2478V tear-drop "droop" shape rubs again my cheeks, creating ******************* marks that degrade my vision, I asked them to provide (2) Persol PO1010V ********* in Gunmetal for which I will have to pay ************** $****** for each pair of lens (****** x 2 = ****** total), as Luxoticca made lens that were the type of lens I even ordered, & were made w/incorrect power, astigmatism, ******** plus they are so over-priced I would never have them make more inferior lenses. The excuse they use is that they cannot obtain frames from Persol.com, when one of the replacements they sent was directly from Persol. So, they are lying. They can easily obtain (2) Persol PO1010V at no cost, plus simply refund $900 for their useless Lenscrafter credits of $500 & $400. In conclusion, I want (2) pairs of Persol PO1010V in Gunmetal in size *********, & a refund for $900 for their worthless "Certificates" & $****** for two sets of lenses I will have made at *******

• Initial Complaint

  12/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I resigned from LensCrafters which my last day was November 2, 2023. I have a FSA/HSA account. Which I have over $1500 left on the card. I called Alight Smart Choice Thursday December 14, 2023 to ensure I was able use the card before the end of the year. The representative I spoke with had to call and contact Luxiottica benefits to first get my exact termination date and to also confirm I was able to use the card to purchase before the end of the year. Tuesday December 19, 2023 I went to LensCrafters to purchase glasses. After I chose the *************** I sat down to pay. Well my card was declined. I called Alight Smart choice again, and was told I couldnt use the card and I would have to pay out of pocket and resubmit for payment. I wanted to speak with a manager so I was forwarded over to a manager which connected me to Luxiottica he benefits. The first guy told me to either make an appeal or pay $277 to cobra in order to use my card. I asked to speak to someone else because he wasnt very nice. He hung up on me so when I called back AGAIN, I was connected to another Luxiottica hr benefit representive which he told me that he can enroll me in cobra without payment just so I can use the funds. He even gave me a confirmation number. He told me to call Thursday December 21, 2023 to confirm that the card was active and available for use since jt takes 2-3 business days. I did call alight again December 21, 2023 to check and once again I was told I was not able to use the card under any circumstances. I was connected once again to Luxiottica HR and she told me the same thing. She had to call me back twice because she wanted to get confirmation that I was not able to use the card. So at this point I said okay Ill pay the $277 so I can use the funds before the end of the year. She then tells me that she can not guarantee that everything will be processed and ready to go before the end of the year and if it wasnt, I would loose the funds on the card.

• Initial Complaint

  11/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I purchased a pair of Oakley OX8032 glasses from a retailer on 4/2023 with prescription. The s**** fell off the temple and the manufacturer refuses to honor the warranty and replace the s**** I was offered a $100 off of a new pair with prescription. The cost would be $519 after the $100 credit.

  Business response

  11/28/2023

  Good evening, *************

  We will need to review the frames for potential repair. Please send frames into our warranty and repair department to the following address:

  Naasc warranty and repair
  ******************************************************
  Suite 390
  *****************************

   

  Thank you.

  Customer response

  11/30/2023

   
  Complaint: 20835691
  
  I am rejecting this response because:
  

  So much time had passed I had to purchase a replacement pair. These were prescription lenses in the frame. I since have discarded the old frames because of the lack of response from your company.

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

• Initial Complaint

  09/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I want the company to return my Frame, I need the the frame retuned because these are my everyday glasses I were to see, Im currently wearing a pair of glasses that are out dated and very hard to see out of, Im requesting this company Please RETURN my frame ASAP, since they CLAIM they can not refund and refusing to repair, fix or send me a new pair, I need my Flame back asap because these are my everyday glasses to function daily, did this company simply Loose or destroy my Frame? SO PLEASE RETURN MY FRAME ASAP, if the company lost or destroyed my frames, they need to replace them.

  Business response

  09/21/2023

  Hello.

   

  We would first like to apologize for any inconvenience that this may have caused. However, the customer did not provide/include important information. In order to resolve this, we would need more from customer. The address that we mailed the frames to, the date, any order number that might have been given to him at the time of the return. Was he instructed by someone to send back. 

   

  Thank you

  Customer response

  09/22/2023

  This is in response to the business email dated 9/21/2023, case #********. I was instructed by ********** to send my frames only to Luxottica *************************************************************************************, they were received at this location On July 10th, 2023. The service request number #********, what is the problem, this information was provided when I first filed my BBB complaint back on July 3st, 2023, PLEASE REPLACE THE DEFECTIVE FRAME, SEND ME A NEW PAIR, OR SIMPLY REFUND MY MONEY, I giving a Promotional Code back on 8/30/23 of CS-RBSRX-100OFF15-UKNNSH to use to repurchase only, and was assured this number was valid, HOWEVER, when speaking to an ********** ********************* F on 9-11-2023 and explain the issue to her, she advised me that that Promotional code will not work because you can no longer purchase The Wireless Smart Glasses online and that this was discontinued. I have yet to get a resolution and have do my part to get this matter resolve, so PLEASE, refund, or Replace my Frame, 3 months have been long enough for me to receive a resolution. ********************.

  Business response

  10/03/2023

  Good afternoon.

   

  First, I would like to apologize. The instruction's you were given were incorrect. The address you were given to return your frames were actually an old address. We had to look into a couple avenues to locate your order. However, finding your order, we realized you have a credit for new pair due to your original were beyond repair. After 100% credit was given to you, your original frames were destroyed. The code you provided should work for your brand new pair when you go to this link: ****************************************************************************************************.

   

  I hope this helps. Thank you and Have a wonderful Day

• Initial Complaint

  06/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I was told by an Oakley store here that I could contact their customer service to get a replacement for my ear socks for my Airdrops. After poking around I found where I needed to go, but when I looked up the model number that I was provided and made my order I noticed I ordered the wrong ear sock. I found the right ear sock after I made the order but I contacted the customer service to ask if I could cancel the 1st order. They told me they couldn't and I would have to wait till I get it to return them. So I did just that. After waiting for both orders to arrive I found that the order I didn't want was missing one of the two ear socks. At 8:32:18 AM on 5/31/23 I contacted a ************** that said she would get my missing order resent out, she also let me know about the return policy and gave me the address. So I figured that everything's okay but I didn't get an email about anything being sent out like I did when I bought them. At 9:10:48 AM on 6/5/23 I contacted a ****************** to see if there was any info about the replacement. She said she would escalate this and see about getting a refund. I was notified that by the end of the week I should get an email about the refund which I didn't. I feel that if I try to contact them again I am going to get the same run around. I never wanted these ear socks and they couldn't cancel the order minutes after the order was placed. Then I am told I can't return the items unless I have both of them, I was willing to wait for the replacement so I can return them. But since I have only till the end of the month for the return to be valid and it's already the middle of the month. By the time I would end up getting the replacement and sent the return I feel they wouldn't honor the return, plus there isn't any RMA process. I would just have to send the item to them and hope I get a refund. So this is sketchy at best. I didn't get the 1st conversation, but I attached the other 2 I got about the replacement and refund.

• Initial Complaint

  04/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I was using the chat with tamires m and was very demeaning and belittling to me the whole time I was talking to him. Telling me I was wrong and he was right and not doing anything to help me in anyway

• Initial Complaint

  01/09/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  On 12/12/2020, I ordered a pair of replacement ***** stems for $44.62 from Luxottica via your website. Several days later, the box arrived, but the only things in the box were two 4" X 6" cards; one was an invoice, and the other was a confirmation number. Please take a look at the attached chat history.I would prefer to receive the parts that probably were in the box when they left your facilty but were no in the box upon arrival. If ***** can't do that, a refund would be appreciated.

*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. ↩