Business Profile

Optician

Luxottica Retail North America Inc.

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Luxottica Retail North America Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

926 total complaints in the last 3 years.
313 complaints closed in the last 12 months.

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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:04/09/2025
Type:Sales and Advertising 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 placed a transaction for Meta glasses with a prescription on 3/30 and received an expected arrival for 4/15. On 4/3 my order was canceled with no further information so I reached out to chat. They told me my husbands prescription lenses could not be filled and I would need to reach out to vision works to see if it was possible. This was strange because it asks you to upload the prescription and input the details and successfully let me process the transaction and take my money. So fine the order was canceled and they sent me a 20% off coupon. At the time I ordered there was a 40% discount on prescription. When I went back to reorder the glasses using my prescription different for my husbands, not only does the 20% discount they sent me not apply to the original type of glasses but the prescription discount is no longer available.
Business Response
Date: 04/10/2025
Our promotional codes do not apply to Ray-Ban META products. Please feel free to place an order at full price and once your full price order ships out and is in transit to you, we will refund you 20% off of the full price of your order as a one time exception.
Customer Answer
Date: 04/12/2025
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. However I would like someone to let me know how the refund process will work? Is it automatic? Or will I need to contact someone?

Regards,

******** ******
Initial Complaint
Date:03/31/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased 3 pairs of sunglasses online and had them shipped to the ********** ******* location. These arrived on 3/19/25. I went an tried them on in person and returned all 3 pairs (purchasing an entirely different pair). It is now 3/31/25 and I have not received any refund. I called customer service and they said it needed “special approval” which I do not understand as I returned the pairs in the store the same day.
Business Response
Date: 04/01/2025
Hello ****,

Thank you for contacting us. I am sorry to hear that your experience at one of our stores did not meet your expectations. We want to ensure we can resolve this as quickly as possible.

To ensure the proper team addresses your concerns we need to learn more about your experience in your own words. Please fill out our Customer Care Form so that we can best assist you. Once submitted, please allow up to 5 business days to hear back from the store.

To access the form, please visit:
****************

Thank you,
Luxottica After Sales
Initial Complaint
Date:03/31/2025
Type:Product 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 am submitting this complaint regarding LensCrafters and a $100 refund I was promised but never received. On March 17, 2025, I placed an online order for prescription glasses through the LensCrafters website. I attempted to apply a $100 coupon provided through my ****** insurance, but the system would not allow me to enter the code. I initiated a live chat with a LensCrafters representative, who confirmed that the coupon could not be applied online but assured me that the discount could still be honored after the order was placed. I was told to respond to a confirmation email (Incident: *************) with my order number, and I would receive the $100 refund once the order shipped. I replied to that email immediately with the requested information. A team member acknowledged my reply and stated the refund would be processed once the order shipped. After my order shipped, I followed up again—only to receive no further response. I have now been ignored despite complying with all the instructions I was given. It has been two weeks since I followed up, and I have received no resolution or communication from LensCrafters. I am filing this complaint with the Better Business Bureau in hopes of finally resolving this issue and receiving the $100 refund I was promised.
Business Response
Date: 03/31/2025
We have refunded $100 for order *************.
Customer Answer
Date: 03/31/2025
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.

Regards,

****** *******
Initial Complaint
Date:03/31/2025
Type:Billing Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The Dr. onsite prescribed me lenses and contacts on January 11th 2025. My credit card and my insurance both were charged $412.09 and $ 803.00 respectively. I received the Lenses on February 11th and that day I bought contact Lenses for $353.98. Everything feels distorted, i stand up and i feel tall, i read something in my phone and look up and my eyes strain to focus to objects further away. Through e-mail and web chat, both representatives agreed i can mail them and I did as soon as I received the contacts. I went to Post office to return both contact and lenses through USPS (tracking number USPS ********************** signed and received by D.T. February 24th 2025 at 11:27 a.m. ) I asked Monica who was the sales person, to give me the refund to both my credit card and to refund my insurance but she is giving me hard time stating they didn't receive the box that included both the lenses and contact lenses. I had called them a minimum of 7-10 times and I spoke with Monica. I had faxed all paperwork (because apparently they don't have emails) required to get my refund but according to her she has not received anything. I have faxed 3 times the paperwork. she told me she didn't receive them. This is the worst place in my entire life I am having hard time to get my money back after i returned the goods. I contacted my credit card company to get money back and they are investigating. I also, contacted my insurance company and they called Lenscrafters today but nobody picked up the phone. I want them to don't charge me for anything- My insurance was supposed to be charged only for the doctor, which is fine. but other than that I don't want to pay them a penny. Horrible customer service- CROOKS. I paid with master card ending ****: receipt #3011252 1/27/25 $412.09 receipt # ******* 2/11/25 $ 353.98 Insurance Claim: ************** $803. Please help me to solve this and Thank you!
Business Response
Date: 04/01/2025
Store Response
Is Issue Resolved?
Yes
Is Customer Contacted?
Yes
Resolution Category
Explained Policy/Process
Resolution Date
3/07/25
Resolution Notes
The customer explained that she mailed the glasses and CL to the store but we never received theme so we are going to call her back as soon as we get it to precces the refund
Associate Name
Monica C.
Customer Answer
Date: 04/01/2025
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.

Attached is the USPS confirmation maybe you don’t recognize DT but you recognize the signature.
it was delivered inside office

I need to get my REFUND to my credit card and Also refund my Insurance asap

Regards,

****** ******

Business Response
Date: 04/02/2025
Please reach out directly to the store for further assistance as they have closed the complaint and marked it as resolved.

Store Response
Is Issue Resolved?
Yes
Is Customer Contacted?
Yes
Resolution Category
Explained Policy/Process
Resolution Date
3/07/25
Resolution Notes
The customer explained that she mailed the glasses and CL to the store but we never received theme so we are going to call her back as soon as we get it to precces the refund
Associate Name
Monica C.
Customer Answer
Date: 04/02/2025
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.

I dont understand how this business operates. No one has contacted me about my/insurance refund.
i will contact press and TV for assistance
very dissatisfied

Regards,

****** ******
Initial Complaint
Date:03/27/2025
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 bought a meta smart glasses on LensCrafters.com on 11/29 last year, it cost $379. It has no any damages but electronic function didn’t work, I bought an Ai glasses but now it become an ordinary glasses, I can’t use it to take pics videos or Ai function. I claimed warranty on LensCrafters.com and they turned me to ray-ban aftersale. I returned the glasses to ray-ban and they denied warranty and gave me 3 reasons: * Issue not due to defective material or workmanship * Missing/invalid proof of purchase * Warranty period expired But My glasses electronic function didn’t work they should responsible for it. I have valid proof of purchase, it was bought from LensCrafters and order number is *************, I also uploaded the proof to ray-ban. My glasses still in warranty. They refused warranty is unreasonable. They gave me a substitution offer to get an alternative frame, I accepted. But more than one month has gone, no any updates, I mailed with them but didn’t get any useful infos. Ray-ban should keep warranty promises.
Business Response
Date: 03/28/2025
Thank you for contacting Luxottica After Sales. I'm sorry! The warranty/repair process may take up to 15 business days from date of receipt. Once your product has been received, it will be evaluated for repair cost, replacement determination, or sent back to you. You will receive a letter via email or U.S. mail once a determination has been made. With that said, we have escalated a request to have your warranty claim expedited. Again, thank you for contacting Luxottica After Sales. Have a great day!

Customer Answer
Date: 03/31/2025
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.

I haven't got any updates or responses from ray-ban after sales.

Regards,

********* *********

Business Response
Date: 04/02/2025
The warranty/repair process may take up to 15 business days from date of receipt.

We will provide you with an update once we have an update to provide you with.
Initial Complaint
Date:03/26/2025
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 went to Target Optical on 1/27/24. I found out January of 2025 that the eye doctor submitted my date of service for the eye exam as 5/4/24, which was incorrect. I called on 2/18/25 to ask them to correct it by submitting a required form to my eye insurance provider as soon as possible so that I can go get my 2025 eye exam. I received a voicemail from target Optical back on 2/18 at 6:35pm from Marvel telling me that the doctor is going to send my insurance company a form to correct the date to January. Telling me that it would take 3-5 days to get fixed. I called my insurance company on 3/3 and was told that they see the request but the date has not been corrected yet and they are still working on it. I called my insurance company again on 3/18 and was told that a supervisor named Lisa was working on it and that there is notes in the system that said the provider was changing the date. But then today 3/26 when I followed up, I was told that the form that was sent by the eye care provider had an error and then when they sent the updated form, they did not put the service date for 1/27 and did it for 5/4 again. This has ben going on for more than 2 months and was not resolved and I am way overdue for my eye exam and ordering of contacts.
Business Response
Date: 03/28/2025
Thank you for contacting us. I am sorry to hear that your experience at one of our stores did not meet your expectations. We want to ensure we can resolve this as quickly as possible.

To ensure the proper team addresses your concerns we need to learn more about your experience in your own words. Please fill out our Guest Care Form so that we can best assist you. Once submitted, please allow up to 5 business days to hear back from the store.

To access the form, please visit:
****************
Initial Complaint
Date:03/26/2025
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.
On March 13, 2025, I purchased prescription lenses and frames from the ****** Optical website. The lenses were prescription, progressive, transitional, blue light-protective, and scratch-resistant, costing $308.40 with insurance. Unfortunately, the progressive lenses I received were defective, rendering them unusable as I am unable to see properly while wearing the glasses. Additionally, the frame's screw was not securely fastened. On March 15, 2025, I initiated a return online and received a confirmation email stating, "This email is a confirmation that you have initiated a return. This email does not contain the return label. The return label will be sent to you shortly." However, three days have passed, and I have not received the return label. I subsequently contacted customer service and was informed that they had no record of my return request. This was surprising, as I have the confirmation email from ****** Optical. I requested the representative to initiate the return process on my behalf once again. It has now been three days since that interaction, and I have yet to receive the return label. I kindly request that you expedite the process and provide me with the return label so that I may return the defective item and get a full refund.
Business Response
Date: 03/26/2025
Hello *******

Thank you for the additional information about your survey response and experience with ****** Optical. Your feedback is essential in identifying opportunities for improvement as we strive to deliver the best possible customer experience.

Attached to this email you will find a UPS pre-paid shipping label; please print the label, attach it to the outside of the box and take to the nearest UPS location for shipment. Depending on the financial institution, it could take up to 15 business days from the date your package is delivered for the refund to be processed and the funds to be available. You can confirm delivery on the UPS website using the tracking number on the pre-paid label.

We apologize for not meeting the level of service expected and for any inconvenience this has caused.

Best Regards,

Ryan G.
Customer Resolution Team
Initial Complaint
Date:03/25/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased sunglasses on line via the ray-ban website. I never received my sunglasses. I purchased the sunglasses 10 days before my trip out of the country. I received a notice that my package was delivered, however i did not receive the item . I reached out to ray-ban over 3 weeks ago. They have not responded.
Business Response
Date: 03/26/2025
An internal investigation indicates that the carrier has delivered the package at the address indicated by you. We recommend opening a claim with the carrier directly.
We are sorry for the inconvenience.
Sincerely
Initial Complaint
Date:03/24/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased a virtual gift card from SunglassHut.com on 03/07/25 for emailed delivery to myself. Never received gift card. I have contacted customer service 3 times since then and I keep getting the run around on this purchase saying to check back in such and such amount of days. I have now given them over the 14 allotted days and we still have no resolution. This is fraud.
Business Response
Date: 03/24/2025
Hello *******,
Thank you for reaching out regarding your experience with Sunglass Hut. Your feedback is essential in identifying opportunities for improvement as we strive to deliver the best possible customer experience.
We are very sorry to hear of any issues with your virtual gift card order. Upon researching your issue, it appears that the previous agent has already initiated the process to re-send your gift card to you. If this is not the case, please respond to this email with what is still outstanding with your issue.
We apologize again 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,
Alex A.
Sunglass Hut Customer Resolution Team
www.sunglasshut.com
Customer Answer
Date: 03/24/2025
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.

I have now made 3 phone calls to customer service. I’ve been given a different amount of time to wait for this gift card to be emailed to me each time I have called. This isn’t resolved and customer service has been unable to offer me any resolution. I have paid for services that have not been recieved.

Regards,

******* ******

Business Response
Date: 03/26/2025
Your escalation was sent to gift card services on 3/11, as of today 3/26, we do not have any updates. Once we have an update for you, we will notify you accordingly.
Initial Complaint
Date:03/21/2025
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 have smart glasses that I was given as a gift. Yesterday they stopped working. After trying all trouble shooting they still don't work. After contacting several people I had to fill out a warranty claim which would not upload. Noone at their company will help me. Terrible customer service.
Business Response
Date: 03/24/2025
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 ****************
Also, ensure you are using ****** ****** or ******* ******* and delete your browser history and cookies. Then refresh the page to see if you are able to proceed. We apologize for the inconvenience.

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Luxottica Retail North America Inc. is NOT a BBB Accredited Business.