Complaints

• Initial Complaint

  02/27/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Me and ******* ***** (recipient) are complaining regarding an unresolved issue with my recent order (#********). Despite providing clear evidence of a fulfillment error and repeated communication with Ray-Ban’s customer support, I am being given the runaround and denied a refund. Issue Details I ordered a pair of glasses from Ray-Ban for in-store pickup. However, when I arrived at the store to collect my order, the glasses were missing from the case. The packaging showed no signs of tampering or damage, indicating an error in fulfillment. Evidence Provided to Ray-Ban: 1. UPS Shipment Notification – Confirms that my package was in transit and includes tracking details (******************). 2. UPS Damage Notification – States that the package may have been damaged in transit and advises me to reach out to the merchant for resolution. I promptly contacted Ray-Ban customer support and was assured that my issue would be resolved. However, despite multiple follow-ups, I have only been met with delays, misdirection, and unfulfilled promises of a refund. Instead of a straightforward resolution, I have been asked to go through unnecessary hurdles while Ray-Ban refuses to take responsibility for the mistake. I am requesting a full refund, not a replacement, as I have already had to purchase another pair of glasses to replace the missing order. Ray-Ban’s failure to honor its commitment to resolving this issue has caused unnecessary stress and inconvenience. Why This Warrants Action: • I have complied with all Ray-Ban’s requests and provided the necessary proof. • Ray-Ban representatives assured me they would process my refund but have failed to do so. • The ongoing delays are unacceptable, and Ray-Ban’s handling of the situation is unfair to consumers. I request that the BBB intervene to ensure Ray-Ban honors its commitment and processes my refund immediately. Please let me know if any additional documentation is required

  Business response

  02/27/2025

  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. 

  Customer response

  03/12/2025

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

• Initial Complaint

  02/23/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a pair of sunglasses and a repair kit from rayban.com on November 28, 2024. I placed the order online and for the payment option I went through ******. ****** automatically put my shipping address as an old address in NC where since I have moved. Once I realized this I cancelled that order and placed another order. Before placing the other order I went into my ****** account, and made sure to remove my old address and update the account to my new and current address. I placed the order again for the same items. The next day I checked on the order and realized that the address was still showing for my ** address. I contacted Rayban right away and they said they could not do anything and I’d have to wait for the items to be delivered to then claim that I did not receive the items. This did not sit right with me but I listened. I called ****** right after to let them know this as well and they said that they are not sure why my old address still came up as shipping but they will make a note on the account and I should not worry. I called on December 9th when I received an email saying my package was delivered to the old address. I called rayban and they said that I’d need to fill out some paperwork and they’d email it over to me. I did not receive the email or I may have missed it. I did not hear anything for a while. I called back last week explaining the situation, they gave me a hard time but said to fill out the form. I just heard back via email saying there is nothing they can do and I’d have to go through the delivery service and fight with them. I’d like the products I ordered sent to me or a refund.

  Business response

  02/24/2025

  You previously requested a chargeback from ******, as such we cannot do anything to help you. Please reach out to ****** for further assistance.  We are unable to assist you any further. 

• Initial Complaint

  02/23/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My glasses broke and using the “repair” policy has been an absolute nightmare. I ordered the glasses online and picked them up in store. I broke them a month ago. I’ve been in to the store twice only to be told “they can’t find my order” since it was placed online and they can’t help me. When I look at all my emails from LensCrafters I was never once given an order number, shipping confirmation or anything to relay to phone support to find my order. My wife called about 2 weeks ago and finally the order was found. Somehow the agent thought we were attempting to process a return and I got an email saying my return was processed but that did not include the shipping label she was told was coming. So here I am having lived for a month with broken glasses because LensCrafters system can’t find my order, and when they do they don’t understand how to apply the repair plan I paid $125 for. Honestly after spending 10+ hours on this and having not gotten anywhere I’m debating giving up, but that would mean being out the $125 I paid AND also paying $600 for a new pair of glasses. Meaning I’d be out 725$ over their incompetence. I’m beyond frustrated and have been telling all optometrists in my area about the experience. Terrible customer service unless they’re making a sale.

  Business response

  02/24/2025

  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 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:
  ****************

• Initial Complaint

  02/22/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I just want this business to stop sending me junk mail! I've asked no less than 4 times dating back to October 2023 yet it never stops!

  Business response

  02/24/2025

  This request type is handled by a specialized team outside of the Customer Care group.
  
  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 Luxottica Warranty & Repair Service Center, 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.

  Customer response

  02/24/2025

  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. The link they submitted didn't transfer over to the email you sent me so I had to just ****** their privacy policy opt out form. I submitted information, so I guess we'll see if they follow through with it now.
  
  Regards,
  
  **** *******
  

• Initial Complaint

  02/21/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  on 1/20/25, i ordered glasses that were supposed to be delivered within 6-10 days but didn't receive them until 2/10/25. I could not see through them and went to my eye doctor and they said it is not the correct prescription. i went to initiate a return and they responded telling me I put in the wrong order number, but as you can see from their confirmation email, I've attached a copy, it is the right number. I tried connecting with them through chat and they disconnected after I asked my question. I tried calling and was told they could not help me and I had to go through their website. When I explained my issue with the order number they told me I obviously put in the wrong number and to do it correctly. I feel as though they are trying to run out the 60 days so they do not have to give me a refund, and I will be out of pocket the money I need to get new glasses.

  Business response

  02/21/2025

  Hello ****,
  
  Thank you for contacting Glasses.com about your order *************. 
  
  I am sorry to hear the Versace frames did not work out for you. I have gone ahead and sent you a prepaid return label in a separate email.
  
  All you need to do is print it out, tape it to the box, and take it to your local UPS location. Once we have the glasses back we will refund your out of pocket cost (and get your benefits reinstated).
  
  You will receive two separate emails regarding this return. Please refer to this email and disregard the other email. 
  
  We are also happy to help you find a frame that would work better for you and honor free rush shipping. Please contact us and any one of our stylists would be happy to help you find a new pair.
  
  We look forward to hearing from you! 
  
  Best Regards,
  
  Alexa
  Glasses.Com Customer Care Stylist 
  www.glasses.com

• Initial Complaint

  02/19/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Warranty Claim Dispute with Luxottica (Ray-Ban) Complaint: I purchased Ray-Ban sunglasses from Luxottica, which developed a clear material defect despite proper care. I filed a warranty claim supported by photographic evidence per Luxottica’s General Contract Terms and Conditions (Section 4), which confirm defects qualify for free warranty services. Luxottica responded stating parts for repair are unavailable and offered only a 30% discount on a future purchase. However, Section 4b mandates that if repair is not possible, a replacement of similar value and style must be provided at no cost. This offer does not meet their contractual obligations. I have sent several emails seeking a resolution but have received no meaningful response or solution. This lack of communication and failure to honor their own warranty terms is unacceptable. Desired Resolution: Provide a replacement product of similar value and style at no cost, as outlined in the warranty terms.

  Business response

  03/03/2025

  Hello *****,

   

  We appreciate your continued loyalty. Please use the code below on your next online purchase to receive 100% Off (ONLY 1 Item up to $300). Valid until 12/31/26. 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: ********

   

  Thank you,

  Luxottica Customer Resolution Team

• Initial Complaint

  02/19/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered prescription glasses at a cost of about 800 dollars. Noticed the estimated delivery date changed to yesterday Jan 20th. Have gone through chats as well as calling the customer service phone number. These were ordered through Ray-Ban US website. I had 2 chats abruptly ended. Finally got someone who seemed to be looking into this issue. This person stated that a “breakage” had been reported. I asked when my glasses would ship. Said they may need a couple more days. Person stated to check back tomorrow to see if there had been any updates. Today, sent message to chat. Asked about the “breakage” Customer Service said that there was no breakage. I called customer service number. They also told me that there was no breakage. Then this customer service person told me that it would be another 7-10 business days before this ships. Order was placed on January 9th.

  Customer response

  01/28/2025

  I have now been waiting for 13 business days. A tracking number was provided Saturday January 24th its now January 28th and UPS tracking shows they still don’t have the package. I called customer service was lied to by the original CSR and asked for a Supervisor. They told me that UPS only updates Tracking every 3-5 business days. 
  

  Then on top of that when I am trying to figure out what is going on they just hang up on me.

  That really made me mad. I am a transportation professional who has been doing shipping for over 12 years now. UPS would not go this long with the tracking saying that they haven’t received the package. I know better. 
  

   

  the business has yet to respond to my complaint also. 
  

  Do yourself a favor and don’t give these people your business. They will lie through their teeth to you. 

  Whoever leads this customer service for this company should be fired plain and simple. 

  Customer response

  02/20/2025

  I finally received my glasses after almost a month. 

   

  Still doesn’t explain why I got the runaround on it. 

   

  But at least I got them. 

   

  Thanks for your help! 

• Initial Complaint

  02/14/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Complaint Summary Against Ray-Ban / Luxottica USA Date of Original Purchase: December 30, 2023 I purchased a pair of Ray-Ban | Meta Wayfarer Smart Glasses (Matte Black, Polarized Green Standard Thin Lenses) from Ray-Ban. Unfortunately, my glasses stopped working, and I contacted Ray-Ban’s warranty department for a replacement under their coverage. I initiated the warranty claim process in mid-December 2024. Despite my claim being approved, I had to resubmit information multiple times via an online portal that was barely functional. Customer service was unresponsive via email, and calling their support line resulted in excessive hold times and no resolution. I repeatedly requested a return label to send my defective glasses, but I was ignored for weeks. I escalated the issue multiple times via email (January 14, 2025, and beyond) and warned that I would file a BBB complaint if I continued to be ignored. After three months of waiting and struggling through their broken system, I finally received a replacement pair on February 13, 2025. However, Ray-Ban sent the wrong lenses—Transitions G15 Green lenses instead of the original Polarized Green Standard Thin lenses. Desired Resolution: Immediate shipment of the correct replacement glasses (Matte Black Frame, Polarized Green Standard Thin Lenses). Improved customer service and warranty process to prevent future consumers from facing similar issues. An apology for the extensive delays and repeated failures in handling this warranty claim. Supporting Documentation: Copies of email correspondence with Ray-Ban/Luxottica. Proof of purchase (Order #********). Images of the incorrect product received. This experience has been frustrating, time-consuming, and unacceptable for a brand of Ray-Ban’s reputation. I urge the BBB to investigate and hold Ray-Ban accountable for its poor warranty service and misleading customer support.

  Business response

  02/17/2025

  Please use the code below on your next online purchase to receive 100% Off Smart Eyewear (ONLY 1 Item up to $600). Valid until 12/31/25. 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: ASMETA-LZHZFN

  Customer response

  02/17/2025

  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.

  
  

  No, the company has not resolved the issue.
  

   

  After months of working through Ray-Ban’s tedious and multi-layered warranty process—including repeated submissions, long wait times, and unresponsive customer service—I finally received a replacement. However, they sent the wrong product instead of correctly replacing the defective item.
  

   

  Additionally, the credit Ray-Ban issued does not work properly to order the same glasses I originally purchased. Their system treats the order as two separate items and only applies a $47 discount instead of covering the full replacement cost. I have attached a screenshot for reference.

  
  I am simply seeking the correct replacement product that matches my original purchase. Given the frustrating experience and poor handling of the warranty claim, I also believe some form of reconciliation would be appropriate.
  

   

  Thank you for your assistance.
  
  Regards,
  
  **** *****
  

• Initial Complaint

  02/14/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered rayban metas with prescription transition lenses on the 19th of January and the website gave me an estimated delivery date of the 30th of jan. When that date had came and I still didn’t have even shipping info I contacted customer support and they said my expected ship date had been moved back to the 6th of February and they informed me that they would take $100 off my order to make up for the delay. They still didn’t ship on the 6th and so I called and was told my new ship date had been pushed to the 12th. They finally did ship then and I received them today (14th of feb). But now that I have received them I see they sent them with the wrong lenses. The glasses I received have clear lenses and appear to be the wrong prescription as well when I ordered the transition lenses with all the special coatings they offer. This experience has been just awful and I am seeking for the company to at the very least honor the original $100 I was promised by their representative to try to make up in some way for the headache they have caused me.

  Business response

  02/17/2025

  Hello *****,

   

  We have refunded your original payment method $100.00 for order *************. Depending on the financial institution, this could take up to 15 business days to process and for the funds to be available. FSA/HSA Cards and **** Cards can take up to 30 days for the refund to be completed and for the funds to be available.

   

  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.

   

  Once your return is in transit, please reach back out to us and we will expedite your replacement.

   

  Thank you,

  Luxottica Customer Resolution Team

  
  

  Customer response

  02/17/2025

  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

  02/10/2025

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I tried to resolve this through Lens Crafters Customer Care, however the store manager, Ms. E***** F********, claimed “it was resolved and closed the case”. However, this is not resolved. I’m seeking assistance to have my benefit frames returned. On December 2, 2024, I used my 2024 ***** Insurance benefit for a new frame. After selecting the frame, I did another transaction and purchased lenses. As a result of having trouble seeing and reading with the progressive lenses, and aware of LensCrafters' 30-day happiness guarantee, I was certain to return the lenses within 30 days of pickup. Ms. F********* said the only way she’d refund the costs of the lenses was if I returned my 2024 insurance benefit of the frames, essentially revoking my benefit. Having no choice, as a way to get the refund, I returned the lenses along with the frame despite the fundamentally flawed theory. Having spoken with ***** Insurance, they indeed confirm the store shouldn’t have revoked my benefit frame, as that is not their insurance policy.

  Business response

  02/11/2025

   Store Response
  Is Issue Resolved?
  Yes
  Is Customer Contacted?
  Yes
  Resolution Category
  Processed Full Refund/Requested HOC
  Resolution Date
  1/24/25
  Resolution Notes
  We explained to ***** that unfortunately if he returns he would lose the frame benefit from 2024 he wanted to
   Associate Information
  Associate Name
  C********** M

  Customer response

  02/14/2025

  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.

  
  

  
  

  Dating back to 2007, I’ve been a devoted LensCrafters customer.  I’ve referred both individual and corporate clients and, given the longevity, I’ve had consistent raves for LensCrafters and the staff, until this recent disturbing incident, which I was hopeful would be resolved.

   

  To be clear, this is not resolved, as they are two independent transactions. If it were resolved, I would not be attempting to have this rectified. Having received a refund for new lenses, which were purchased and not working properly, is a different transaction from receiving an insurance benefit and having it revoked. To suggest otherwise defies logic. 

   

  Further, having no choice, as a way to get the refund, I returned the lenses along with the frame despite the fundamentally flawed theory. The Manager, Ms. F********’s last assertion regarding the matter was: “When I next return to the store after my upcoming eye surgery, she could probably do something about getting me the frame back.” Her statement demonstrated a confident and courageous willingness to return the frame when I came back post-surgery, yet she was unwilling to oblige by allowing me to keep my frame the day I was returning the lenses.

   

  I was and remain hopeful LensCrafters will actually resolve this so I may have my 2024 benefit returned as opposed to losing an 18-year-long customer over a pair of frames.

   

  
  
  
  
  Regards,
  
  ***** ****
  

  Business response

  02/14/2025

  Hello*****,
  

  Upon final review of  yourCustomer Care Form, store management has decided to honor the initial resolution as was originally communicated to you. 
  
  
  We are sorry that a mutual agreement could not be met and that we are not able to further assist. The Customer Resolution team serves as a mediator; we are not able to override store management decisions or escalate the issue further.  
  

  Best Regards,

  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. ↩