ComplaintsforLuxottica Retail North America Inc.

• Initial Complaint

  07/10/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  .Last year I bought a **** smart sunglass. Few weeks back when I was going through security in the airport the arm of the sunglasses broke. I tried to contact ray ban to see what options I had to fix it so I submitted a form online with pictures and an explanation of what happened then I received an email stating that I need to contact Ray ban to give me information regarding shipping out the sunglasses which I did then the representative asked me few questions and told me the glasses can’t be sent back but not to worry and I’ll be contacted shortly to let me what’s the next step that needs to be done to resolve the issue. The next day I received an email from ray ban stating the following “Dear ****, Thank you for your request to return your Ray-Ban Smart Glasses product. Since your product was unable to be returned to us, we will immediately begin to process your replacement order. You will receive a shipping confirmation email once it has shipped. Thank you for being a valued customer! Ray-Ban **Please properly dispose of your RB Smart Glasses and or charging case based upon your local guidelines.” and I attached a screen shot of this email. So I got really excited and assumed that I will be receiving a replacement shortly and I waited about 10 days and nothing happened so I contacted customer service again to inquire and they told me that there is no replacement that was sent and the email was sent by mistake and there is nothing that can be done. What kind of customer service is that why was I promised by the representative in the first call that I will be contacted shortly to resolve the issue, then I received an email stating that the replacement order was processed then when I called again they stated that there is no replacement and there is nothing that can be done and no one is taking responsibility for that error and the wrong message that was relayed to me.

  Business response

  07/10/2024

  Hello ****,

   

  Thank you for reaching out to Luxottica After Sales via the BBB.

   

  We regret to hear that you were erroneously told that you would be given a replacement and we apologize that your time was wasted completing the questionnaire.

   

  After reviewing your order, it appears that the questionnaire never should have been filled out and you never should have been told you would get a replacement because unfortunately your product is outside of the warranty timeframe and cannot be replaced as it is no longer covered under warranty.

   

  Your previous interaction history indicates that on 7/2 at 11:25AM you called in and spoke with representative Rona who helped you and then apparently you asked to speak with a supervisor.  You spoke with supervisor Tyler, who explained to you the situation, advised no replacement order will be processed and noted that you then hung up on him.

   

  This complaint has been resolved and will not be revisited, reopened, or re-escalated despite any additional replies you may have for us.  We apologize again for the confusion.

   

  Thank you,

  Luxottica Customer Resolution Team

  Customer response

  07/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
    The company is not taking any responsibility for the the wrong information that is being delivered by the customer service representatives and the misleading  emails that are being sent by their automated system.

  
  Regards,
  
  **** *****
  

• Initial Complaint

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On May 22, 2024, (ORDER ********) I purchased a pair of sunglasses from Ray-Ban.com. A few weeks ago, I noticed the lenses were scuffed on both sides, despite taking proper care of them (keeping them in my bag or on my face). I contacted customer service on July 8, 2024, and explained the issue. I mentioned that I've had a few pairs in the past, some lenses more durable than others, with one pair lasting eight years with no problems. I inquired if different lenses had varying durability. They responded that this was not the case and that the lenses should not scuff so easily. However, they also mentioned that the lenses were not covered by warranty and that I would need to purchase replacements. This seemed contradictory, as if the lenses are not covered by a warranty, why claim they should not scuff easily? If they were tougher, a warranty wouldn't be a big deal, would it? Additionally, suggesting that I buy new lenses so soon after purchasing a new pair is in poor taste. They offered a 30% off coupon, but this doesn't help me nor does it instill confidence in the durability of Ray-Ban lenses. As a side note, I have two pairs of aviators with cracked lenses, which is also a red flag. I've been a Ray-Ban customer for a while and didn't learn my lesson from the last time my sunglasses cracked. I thought it would be different this time. A refund or guidance on which sunglasses are more durable would be helpful. It's perplexing how I had one pair last eight years, yet now have three pairs that are either cracked or scuffed.

  Business response

  07/09/2024

  Hello *****,

  Thank you for reaching out to Ray-Ban.com! When you purchase through Ray-Ban.com, your glasses come with a 24 month manufacture warranty. Luxottica warrants that the purchased product is free from manufacture defects (material and workmanship).
  
      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
  
  The warranty will not cover issues with your prescription lenses. If you need to start a warranty claim, you can visit ****************
  

  Thank you,

  Luxottica Customer Resolution Team

  Customer response

  07/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  

  Warranty limitations is just another way to not support customers. Even after being told by a customer service rep that they should be more durable, the company will not stand by their products. This is the last time I buy from them. Not impressed. 

  
  Regards,
  
  ***** *****
  

• Initial Complaint

  07/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 7/5/24 at around 12:30pm, I ordered Versace sunglasses from Sunglass Hut online and paid $281.93 to have it shipped to me.  After I placed the order, I received an order confirmation at around 12:35pm.  I recognized right away in that confirmation email that the shipping address was incorrect.  I called the Sunglass Hut customer service line ###-###-#### at 1:57pm.  I told them the shipping address was wrong and for them to correct it to my billing address.  I had no idea who or why the shipping address is different from my billing address.  They said they don't know why either and they can't cancel the order and I would need to wait for it to ship to get a tracking number and then call the postal service to re-route it.  I told them I did not enter that address, it's unknown to me.  They did not care and they acknowledged I am forced to have to l pay for an item I will not receive.  I don't think this is fair business practice as they cannot cancel an order that has not yet shipped nor they cannot correct a shipping address for an item not yet shipped.  Mind you, this is within an hour of placing an order.  I would like a full refund and let other customers to beware of this online ordering practice from Sunglass Hut.  Also, seems fishy that an unknown address was autopopulated for my order.  They did not help to resolve the issue at all. The address on the email confirmation is Sunglass Hut, 4000 Luxottica Place, Mason Ohio 45040.

  Business response

  07/09/2024

  Hello ********,

   

  Your order is currently in transit with *** per *************************************************************.

   

  Please reach out directly to the carrier to change your address as we cannot do this for you unfortunately.  If we could change it for you, we would, but unfortunately we cannot. 

   

  As you were told before, we are unable to modify the address on our end and you will need to contact the carrier to do this.

   

  Thank you,

  Luxottica Customer Resolution Team

  Customer response

  07/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  Item is still going to the wrong address as stated in phone call before it was even shipped.  Cancel order and provide a refund.  

  Regards,
  ******** *********
  

• Initial Complaint

  07/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Order Number: ******** Order Date: June 19th, 2024 . I placed this order with Rayban.com . The total came to $453.89. I received my order and due to fitting issues. I sent 3 out of 4 pairs back. My return was delivered on June 27th. I only received a refund for 2 out of 3 items, but I received an email confirmation stating that I have had a refund confirmation for the amount of 346.03. This is not correct. I only received partial of this refund. Can you please refund me for my returned items.

  Business response

  07/09/2024

  Hello *******,

   

  Your 3 pairs have all already been refunded to the original form of payment, which was ********.

   

  Date Amount
  01/07/2024 7:39AM -$122.61 USD
  01/07/2024 7:39AM -$107.86 USD
  03/07/2024 3:00PM -$115.56 USD

   

  Thank you,

  Luxottica Customer Resolution Team

  Customer response

  07/09/2024

  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. 
  
  Regards,
  
  ****** ****
  

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to this LensCrafters location on March 25, 2024. I was seeking a second opinion on an eye condition, so it was a medical visit that I paid for out-of-pocket. When I requested the appointment online, I specifically mentioned it was not for a vision exam. I had my appointment and I thought I would be able to access the record of my appointment online with more information detailing what the doctor discussed with me. When I got home and logged into my account, I saw this was not available. I thought if I needed it, I could call the store later and get a copy of it, because that is what every other medical office I’ve been to has been been able to do, because it is the law and they are legally required to provide me with my medical record from my exam. I called a week before I had an appointment with a specialist to get this record. I was told I would need to either come into the store or they could mail or fax the record to me. I went into the store few days after this phone call and was told they don’t print records off, and I could only take a picture of a computer screen showing that I had myopia, which was not the main topic of my appointment. I used the contact form on LensCrafters website to seek out additional assistance because I needed this record. I received an email apologizing for my experience and a link to another form to fill out that said I would get a response within five business days. I submitted it and I have not heard back anything and it has been five business days. I’ve heard no response from anyone. I have called corporate and they told me it was up to the district manager of the store. I have had zero response from them and being something that they are legally required to provide, I don’t understand what the problem is. I am at the point now that I want a full refund for my exam. If they did not take any records of an exam I paid for then I technically didn’t get an exam and I want my money back.

  Business response

  07/01/2024

  Hello ********,

   

  Thank you for sharing your experience with LensCrafters, your feedback is essential in identifying opportunities for improvement as we strive to deliver the best possible customer experience.
  We understand the resolution below was provided and have closed your BBB & Care Form complaints accordingly.
  

  " I was able to reach out to the pt... I had no option but to call her on the weekend as we are required to respond within 3 days... she no longer needed the papers we were unable to print her encounter due to a tech error in the moment...I did explain that she received Dr. services and that was what she had paid for so we would be unable to offer her a refund on the services she received, and apologized that the staff was unable to print the documents for her then but they were printed and ready for fax or mail home.... I apologized one final time before wishing her a great rest of her day and she hung up. "
  
  We apologize for not meeting the level of service expected and for any inconvenience this has caused. We hope this satisfactorily addresses your concerns. Again, thank you for your time and for being a valued customer.
  Best Regards,

  LensCrafters

  Customer Resolution Team

  Customer response

  07/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below and attached.

  I made multiple attempts to get my records. I was sent multiple forms in response. This is more than a tech error and a failure by LensCrafters to assume responsibility for inadequate training. This is a corporation that is supposed to understand how to handle medical records and based on this interaction, there are serious issues. I needed my record for an appointment with a specialist and every other medical office I contacted, emailed me my records. LensCrafters was the only one who would not do so. And after I drove in, 30 minutes there and back - 1 hour wasted, my records still could not be provided to me. Based on the phone conversation I had yesterday, this was because either the time I went to the store there were no medical techs, or I didn't know the employee I spoke with was not a medical tech and wouldn't be able to help me. This is not accepting responsibility. Not having my record for my specialists' appointment defeated the purpose of why I had the exam in the first place. LensCrafters failure to make a meaningful attempt to resolve this issue has cost me $113 for the exam, a wasted trip to the store, and I have spent more time trying to resolve this than it appears anyone else has throughout this whole process. Their response, considering the nature of my complaint, fails to understand the problem. i made numerous attempts to rectify this issue, and not a single person understood how to obtain medical records, a legal responsibility to patients. This experience has made me question the qualifications of LensCrafters to provide medical services, as they appear to not have the basic understandings of how to maintain medical records. 

  
  Regards,
  
  ******** ******
  

• Initial Complaint

  06/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order for RAY-BAN | **** ******** ******* prescription glasses on June 14, 2024 requesting in-store pick up. There were two options near me, LensCrafters in **********, *******, and Sunglass Hut in ********** *******. I selected Sunglass Hut in ********** *******. The glasses were delivered on June 20, 2024. I waited to receive a call from the store that they were ready for me to come pick up the order, but I never received any call. On June 25, 2024 I went into the sunglass hut store after about 10 minutes, the agent told me that they could not find my glasses. I went back home and printed off my order information from ray-ban.com and also the UPS delivery confirmation information. I went back to the store and they sent me to LensCrafters. LensCrafters spent about 30 minutes looking and came back and said they could not locate the glasses. The UPS confirmation said the order was signed for by Benjamin, and the LensCrafters store confirmed they did have someone that worked there by that name but they did not have the glasses. They advised me I needed to reach out to Ray-Ban customer service. I went on the website and filled out a form. I got an email back from Ray-Ban stating I needed to call their customer service. I called their customer service and they had me fill out an online form saying the package was lost. The form asked me questions about where the package was attempted to be delivered at my house, etc. I expressed frustration because the package was not supposed to be delivered to me, but I was supposed to pick it up from the store. It was not lost in transit to me, this is Luxottica’s own inventory management processes because they were shipping the glasses directly to the store. I am now left waiting three weeks while they try to identify what happened to the glasses with UPS.

  Business response

  07/01/2024

  Hello *******,

   

  Thank you for reaching out to Ray-Ban via the BBB.

   

  We regret to hear that your order was lost, and we are here to help.

   

  After reviewing your previous interaction history, it appears that we received your lost package claim on 6/29.

  Please allow up to 3 weeks for the investigation (7/20). You'll receive a follow up email communication once it has been completed.

   

  Thank you,

  Luxottica Customer Resolution Team

   

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This business is a scam. Including fraudulent customer service. I have coverage for eye glasses and lenses and they were trying their best to state that my coverage is an old coverage and the new coverage. I asked the representative to call my coverage and she refused. I called my coverage and as I was very well aware of, I was covered. Incompetence, horrendous customer service, completely untrained employees. Scam, fraud, taking advantage of customers and insurance coverages. A complete disgrace

  Business response

  06/28/2024

  Hello *****,

   

  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 response

  07/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ***** *****
  

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In November 2023 I came to the job to purchase glasses. I got the run around to receive them (told about two weeks, but two MONTHS later I had to keep calling and asking as they didn't know where my glasses were) and I was told it was a lense issue and that they were putting some kind of scratch proof lenses that the lady insisted on up selling me. We'll, these are NOT those lenses and if I look at my glasses wrong they scratch up. Feathers can mess up these glasses. I want them replaced but no one answers my concerns. It's like now they have my money, why fix the obvious mistake??

  Business response

  06/27/2024

  Hello *******,

   

  We are providing you with the link to our Luxottica Customer Care 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

• Initial Complaint

  06/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  INFO BILL TO SHIP TO Order number ******** ****************** Order date June 18, 2024 ****** ***** ****** ***** Delivery method RESPONSIBLE SHIPPING US US ITEMS DESCRIPTION PRICE ****** / ******** / Standard QTY 1 UPC: ************ $ 440.00 Estimated Delivery date: June 26, 2024 Sub-total $ 440.00 Discount -$ 20.00 *** **** Protection $ 0.00 Shipping & handling $ 0.00 Tax $ 31.50 ORDER TOTAL $ 451. I place this order with sunglasses but order must have arrive on 6/24. On 6/25 I went my mailbox at approximately 10:40- 10:55 box was very light weight so I was concerned when I first picked it up I opened my box while walking up the driveway NOTHING!!!! Just a box with a receipt and QR code. I check the box instantly to see if it had been tampered with or opened any other place and the box had not it was in perfect condition other than the seal I broke this box was either packed without the glasses or idk stolen and the box replaced! Talking to sunglasses but was a nightmare 45 minutes three different reps and these people have no empathy multiple slaps in the face not only do I have the product they have my money as well and are treating me like the thief when it’s THEM!!!!! Please save yourself a headache order directly from the brand you want I should have followed my first mind.

  Business response

  06/27/2024

  Hello ******,
  
  Thank you for contacting Sunglass Hut! I'm sorry to hear that you did not receive your package. 
  
  In order to process the claim we will need you to provide us with some information. Please click on the link below to fill out our lost package form so that we can start your claim. Once we receive your completed form, please allow up to 3 weeks for the investigation. You'll receive a follow up email communication once it has been completed. 
  
  Lost Package Form Link: ****************
  
  Again, thank you for contacting Sunglass Hut. Have a great day!
  
  Best Regards,
  
  Tyler
  **************************
  www.sunglasshut.com

• Initial Complaint

  06/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Pearle Vision Billing dept. keeps sending me invoices for a service that I already paid for (see cleared check). I have tried calling their billing office and Pearle Vision with no help or response.

  Business response

  06/27/2024

  Hello ******,

  We are providing you with the link to our Luxottica Customer  Care 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

*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. ↩