Complaints

• Initial Complaint

  01/03/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was given a $250 gift card, purchased on Dec. 21st, 2024, which I tried to use online on Dec. 29th, 2024. After taxes, shipping and a discount, my total was $276.48. I applied my gift card, which brought the total to $26.48. After submitting my payment details, I got an order summary that indicated I instead paid the total $276.48, which was also reflected in my bank account. I immediately tried emailing and calling to rectify the issue, but could not get ahold of a person. At the same time, the gift card was closed, so the $250 was used, but not applied to my purchase. I tried from 12/29/2024 until 01/03/2025 to contact a person, becasue none of the automated options covered this. I finally got in touch with two representatives over chat on 01/03/2025 who reviewed the case and determined that the best that they could do would be to refund the gift card amount. However, they could not refund the money I paid and I could not return the item because it was a custom online order. They offered to put the $250 that I didn't use back on the gift card. Refunding the $250 gift card amount is the least they could do, since I wasn't able to actually use it in the first place, but frankly, I have no use for any more of their products. What I want is the agreement I was originally agreeing to to be honored: cashing in the gift credit, paying them an addititional $26.48, and receiving one pair of sunglasses. This could be rectified if they, instead of giving me $250 in credit, gave me the $250 in cash that I did not intend to spend.

  Business response

  01/03/2025

  We have refunded your original payment method $250.00 for order ********. Depending on the financial institution, this could take up to 15 business days to process and for the funds to be available. ******* Cards and **** Cards can take up to 30 days for the refund to be completed and for the funds to be available.

  Customer response

  01/03/2025

  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

  01/02/2025

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Received defective lenses I had to pay to get replacement lenses Careless employee scratched two pairs of my glasses No resolution to these concerns

  Business response

  01/02/2025

  Hello *****,

  We regret to hear about your recent experience at Pearle Vision. As this Pearle Vision location is an independent franchise, we are not able to assist and have forwarded your concern to our franchise team who will partner with the store for a resolution.
  Any further inquiries regarding Customer Care Form ************ should be communicated directly with the franchise location. We apologize for any inconvenience this has caused.
  

  Best Regards,

  Luxottica Customer Resolution Team

  Customer response

  01/03/2025

  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.

   

  They have literally done nothing.  They have repeatedly reported that they are working withe the franchinse to find a resolution.  There never has been a resolution.  I will continue to wait for a resolutiuon.

  (PLEASE TYPE YOUR REASONS HERE)
  
  
  
  Regards,
  
  ***** *******
  

• Initial Complaint

  12/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The business associates (3 of whom I spoke to) have told me that purchasing a protection plan allows for repairs or claims in all locations, I purchased two pairs of Persol sunglasses (400$ price each) and now with one of the pairs needing fixing I am told I have to either drive to the original place of purchase (over an hour drive) or choose any other pair in store. They have told me that they tell customers that the protection plan is available to use at all locations but that every store has its own system and really “you can only claim at original store or purchase”. I called in to corporate and they told me there’s nothing they can do- that I would indeed have to drive to the original store of purchase and that I should of read the terms and conditions regardless if a store employee tells me false information. So it’s my fault they’re false advertisements got me. And it is, but this is a scam and they need to stop! People need to know that if you come in from out of town or state that purchasing a protection plan is useless unless you’ll travel all the way back if you ever need to use it.

  Business response

  12/30/2024

  Hello *****,

   

  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 Customer Resolution Team

• Initial Complaint

  12/25/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Purchase Date: December 6, 2024 Purchase Item: Ray-Ban Meta Sunglasses (******) Purchase Location: Sunglass Hut (*** **** ** ********) Complaint: Fraud/Theft Details: I purchased sunglasses from sunglass hut as a gift to my wife for Christmas. I made the purchase on December 6, 2024, the container for the glasses were sealed (we have realized that there is a way for the glasses to have been stolen without breaking the seal of the packaging) and the product remained secure in my possession. Since purchase of the product they have been gift wrapped in my home under my Christmas tree. Upon unwrapping the gift and opening the box for the glasses on December 20, 2024 my wife and I realized the glasses had been stolen and replaced with a pair of cheap sunglasses. The theft could have only happened before I became in possession of the glasses either in this store or before the store received them. After this realization I took the glasses with all of the packaging and proof of purchase back to the store to attempt replacement or refund and was offered no assistance and I am now at a loss of $403.00 and this is unacceptable. I’ve requested to speak with higher level management and was denied this privilege.

  Business response

  12/26/2024

  Hello Tony,

   

  Thank you for reaching out to us via the BBB.

   

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

   

  After reviewing your account, it appears that your care form which was submitted on 12/21, is currently being reviewed by the Regional Manager.

   

  You should expect to hear back from someone with a resolution within 5 business days.

   

  Thank you,

  Luxottica Customer Resolution Team

  Customer response

  01/02/2025

  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.

  
  

  
  

  (PLEASE TYPE YOUR REASONS HERE)
  Hello,
  
  Can we clear up a little confusion because what it currently sounds like is that my issue was de-escalated from the regional manager down to the store operations. Aren’t store operations management subordinate to the regional manager and vice president? 
  
  I’ve already spoken to the store operations team several times (specifically Tanairy Medina, store manager) and my issue was not resolved. The only next option is to take legal action because it is ridiculous that I was sold a fraudulent product due to theft that occurred when said product was under care of the store, and the store refuses to take responsibility and provide me with the item that I paid for or a full refund for that item.
  
  Regards,
  
  **** *******
  

  Business response

  01/06/2025

  Hello Tony,
  On 12/21 your care form was sent to the Regional Manager for review, with no response as of today 12/31.
  
  On 12/27 your care form was sent to the zone vice president for review, with no response as of today 12/31.
  
  On 12/30 your care form was sent to the store operations team, and we are currently awaiting a response from them as they are the last level of escalation.

  On 1/2 your care form was sent to the store operations team again, and we are currently awaiting a response from them as they are the last level of escalation.

  
  Since nobody is responding, we highly suggest that you take it upon yourself to reach out directly to the store manager and resolve the issue with them.
  
  Unfortunately, we are unable to escalate this any further and we cannot force the store to respond to you.  Our deepest apologies on their behalf.  We wish we could do more for you here but we simply cannot.
  
  Thank you,
  Luxottica Customer Resolution Team

• Initial Complaint

  12/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  After visiting the locations a couple of years ago, the company keeps emailing me and sending me postal solicitations. There's no way to unsubscribe. Calls to corporate and store end with no resolution.

  Business response

  12/26/2024

  Hello ****,

   

  Thank you for reaching out to Luxottica via the BBB.

   

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

   

  To complete your request, please visit the Luxottica Privacy link below.  This link can be used for accessing your data, deletion of your information and opt-out requests. You will need to indicate your preference.
  
  Luxottica Privacy Policy Request Form 
  
  If you have a privacy request for more than LensCrafters, you will need to complete the form above for each. Please note, some requests can take up to at least 45 business days to be completed.

   

  Thank you,

  Luxottica Customer Resolution Team

• Initial Complaint

  12/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  October 3rd 470.09 Prescription Glasses i went in to replace a screw that was loosed supervisor replaced my glass frames with demo frames of the store instead of using the warranty i bought in case glasses got damage i have sent 5 emails about this no response

  Business response

  12/23/2024

  Hi ******,
  
  Thank you for contacting LensCrafters! I am sorry for the unhappy experience you had at our store.
  
  I am 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:
  
  *******************************************************
  
  If you have any further questions or concerns, please reply and we would be happy to assist you further. Again, thank you for contacting LensCrafters. Have a great day!
  
  Best Regards,
  
  E**** C.
  LensCrafters Customer Service
  ********************

• Initial Complaint

  12/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed order #******** using a Gift Card. The sunglass of that order was never shipped and I found out only after reaching out to Customer Service that the item was out of stock (no emails were ever sent to me). They asked how I would like to receive the funds back and I said to just put it back on the same gift card. Three weeks have gone by and Sunglass Hut has not yet reloaded my Gift Card. I was planning on using this Gift Card to purchase a Christmas Gift, but I won't have enough time anymore as they haven't yet given me the Gift Card back nor an ETA of when that's going to happen. So not just did they sell something they did not have in stock, but even worse than that, they did not return the money I paid for it. Given all this trouble, I have NO intention of purchasing from them and want them to refund me the money in cash.

  Business response

  12/20/2024

  Hello *******,
  
  Thank you for contacting Sunglass Hut! I do completely understand any frustration and inconvenience this may cause you. 
  
  
  
  Unfortunately we do not have a way to expedite the process of the reload of your gift card.
  
  
  
  Please know that we will honor the discount of a frame that you may miss out on given the missing gift card refund. 
  
  
  
  As long as the frame was/is eligible for the discount you request we will be sure to honor a price match to the item. 
  
  Again, thank you for contacting Sunglass Hut. Have a great day!
  
  Best Regards,
  
  K*****
  **************************
  *******************

• Initial Complaint

  12/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 11/14/2024, I purchased Order Number ********, a pair of eyeglasses from ***********. I was charged $270.00. After several weeks, the glasses finally arrived in the mail. However, the shipping box was extremely damaged and crushed, there was no protective case, and the eyeglasses were broken. As you can see in the photo, they/re missing one of the temples. I contacted Ray-Ban FOUR times about this problem. The did not respond, but had the audacity to send me a customer satisfaction survey! At this point, I don't even want a replacement, I just want a refund. I will never shop on *********** again. They have lost a lifetime customer due to the terrible way this matter has been handled.

  Business response

  12/17/2024

  Hello ****,

   

  Thank you for reaching out to us via the BBB.

   

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

   

  Order ******** cannot be replaced as the item you purchased it no longer in stock.

   

  As such, we have refunded your original payment method $270.00. Depending on the financial institution, this could take up to 15 business days to process and for the funds to be available. FSA/HSA Cards and AMEX Cards can take up to 30 days for the refund to be completed and for the funds to be available.

   

  Thank you,

  Luxottica Customer Resolution Team

• Initial Complaint

  12/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  THIS IS A NEW COMPLAINT, NOT A DUPLICATE OF A PREVIOUS COMPLAINT I HAD 2 MONTHS AGAO. The ray-ban website unfortunately was having issues when I tried to login to my account on my iPhone. It kept giving me a download logo pop up every single time. Now because of that it says I'm been locked out and to contact Ray-Ban. But, per usual, there is no one available, it is impossible to call and speak to someone, I have multiple orders I need to place right away today and can't because you all are not available and have no website support options or instructions about how to get website support. Ya'll are so poorly organized. Please have someone contact me ASAP to get access to my online account again. Attaching the useless error message that says it's locked out but of course provides no information or contact phone number in which to reach in order to get help

  Business response

  12/27/2024

  We have sent a password reset link to *****************************

  Business response

  01/02/2025

  Thank you for contacting Ray-Ban!

  We are unable to further assist you through Customer Care.

  You can refer any further inquiries or questions via mail to the following address: ATTN: Legal Department 4000 Luxottica Place Mason, OH 45040

  Customer response

  01/02/2025

  Better Business Bureau:
  
  They have finally unlocked my account, but only after I sent them a letter of intent to sue. This company is extraordinary difficult and customer unfriendly. I hope to never have to deal with this issue again and thanks for your help. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  C**** G*******
  

• Initial Complaint

  12/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made an order on the Ray-Ban website and the the website duplicated my order and charged me twice. I immediately (within minutes) contacted Ray-Ban through their customers service chat feature on their website. The customer service agent told me not to worry she took care of it and canceled the duplicate order and refunded my money as well as gave me a coupon code for my next purchase because of the inconvenience. A week later I still had not be refunded so I called Ray-ban. By this time I had already received my original order in the mail. The woman I spoke to told me that the first cuatomer aervice agent had NOT in fact canceled the duplicate order. She did however tell me not to worry, she was sending an order cancelation notice to the team that handles these things and it would go through because the duplicate order had not been shipped out and was just pending on hold in the system. The next morning I get an email from Ray-Ban telling me my order had been shipped with an order number and everything. So after being told multiple times not to worry, that they were fixing the issue that their website caused, instead of just canceling it right away when I contacted them about their mistake- they instead chose to rush to clear its hold pendingstatus and ship it so they would not have to refund me. This is the shadiest company I have ever dealt with. Their website states orders can be canceled if you conta t them withing the first hour of making the order- which I did- even though it was the fault of their own website! Now I have to wait until I receive this item to contact them again to try and start a return process. I can't wait to see how that goes! How absolutely unnecessary and inconvenient. I'll never shop woth them again.

  Business response

  12/12/2024

  Hello ****,

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

  We regret to hear that you mistakenly placed two orders and that we were unable to cancel one of them for you.  No worries, as we have free returns!

  Attached to this email you will find a *** pre-paid shipping label; please print the label, attach it to the outside of the box and take to the nearest *** 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 *** website using the tracking number on the pre-paid label.

  Thank you,

  Luxottica Customer Resolution Team

  
  

  Customer response

  12/12/2024

  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.

  
  

  I didn't make 2 orders and what a passive aggressive way to try and blame me for your cheap website. I haven't even received the item to send it back to you. Sending something out when a refund was requested 3 times because of a mistake of your own website is a greedy thing for a business to do.

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

*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. ↩