ComplaintsforLuxottica Retail North America Inc.

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Initial Complaint
08/22/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I ordered glasses on ray-ban.com and returned two of them at a Ray-Ban store on August 3rd. I received a confirmation email from Ray-Ban that my refund would be in my account within 5 business days and it was not. I called customer service and they said it is actually 15 days from date of return. It has now been 15 business days and my refund is not in my account. I will never buy from ray-ban.com. Give me my refund.
Business response
08/22/2024
Hello ******,

We have issued full refunds in the amounts of $176.90 and $192.46 for orders ******** and ******** to the original form of payment (********).

Thank you,
Luxottica Customer Resolution Team
Customer response
08/22/2024
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
08/19/2024
Complaint Type:
Product Issues
Status:
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.
I filled a complaint because this company is not providing discounts for certain individual accounts I have a *** **** ****** ******* they claim to not take their own credit card or debit card but at check out it says if you have a *** **** click a box and you're still receive 5% off once clicking the box they still do not offer 5% off despite saying that they don't take the card they're also I recently made a purchase my insurance coveraged most of the money and I had a few bucks remaining to pay I paid full price instead of 5% off of that price also whenever checking out they have another area where it's called ***** for military or first responders, teachers etc when you click there and verify yourself and it'll switch you back to the website it does not take the code from ***** so they're offering discounts and once you verify yourself they don't accept the code if they're certain orders that don't take it ***** & *** **** discount they should list that but when it says that it has a discount it should be applied this company is bias, prejudice , discriminatory I called ****** ******* several times which to explain what happened but they did not do anything but transferred me there was no help giving to me an order ************* was sent out for a pair of glasses on 7/31/24 I got them damaged this is a second order that my glasses arrived damage I brought glasses from them a few months on order ************ I had to return them because I got them also damaged the lens was cracked and broke after I sent them back I didn't pick the same brand I picked another one and then those was decent recently I shopped the end of July those glasses came the same way something with the lenses and they're sending them out this way long story short every time I spend my money with these companies they purposely, maliciously send out products any kind of way every single product I order from target.com arrives mostly damaged also at ****** ******* they are disrespecting me
Business response
08/20/2024
Hello ******,

Unfortunately insurance cannot be combined with any promotions offers, deals, etc.

If you wish to use your ****** **** to get 5% off or your ***** discount, please place an order without the use of insurance.

Thank you,
Luxottica Customer Resolution Team
Customer response
08/20/2024

Everytime I file a complaint against a company am building a case to be send to the *** to investigate there's way to much of uncertainty for me I don't think I should have to file a complaint for answers your website says everything except what you just said

Your response is not something I have to acknowledge nor accept good bye

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
08/16/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On October 13, 2023, I made an on-line order of prescription glasses from Lenscrafters for a total cost of $721.66. This cost included $34.99 for the Eyewear Protection Plan. In June of this year, the frame cracked and I went into my local Lenscrafters store and was told that they could not assist with the replacement since it was an online order. I learned I would have to reach out to Luxottica for warranty service. I submitted a warranty request to Luxottica on June 18, 2024 and received a response on June 19, 2024 that the warranty request was denied. The Eyewear Protection Plan clearly indicates cracked frames are a covered item. I was disappointed that Luxottica was not honoring the warranty. I reached out to Luxottica on June 21, 2024 for some additional company information and did not hear back in a timely manner. On June 27, I reached out to Luxottica again and requested the names, titles and contact information for company executives. On June 28, 2024, Luxottica responded to my June 21, 2024 request with some general company information. I never received a response from Luxottica regarding my June 27, 2024 request. On August 2, 2024, I reached out to Luxottica again for the names, titles and contact information for company executives. On August 8, 2024, I received a response to my August 2, 2024 request stating the claim is closed with no mention of my requested information. I am very upset over Luxottica’s lack of ethics. Luxottica not honoring the Eyewear Protection Plan has caused me a lot of frustration and significant mental stress. I also feel this could be a case of discrimination. I want Luxottica to reimburse me the full cost of the order $761.66 and send me a replacement pair of eye glasses as partial compensation for the agony I have had to endure dealing with this company.
Business response
08/16/2024
Hello *******,

We appreciate your continued loyalty. Please use the code below on your next online purchase to receive 100% Off RX (ONLY 1 Item up to $1200). Valid until 12/31/24. 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,
LensCrafters
Customer Resolution Team
Customer response
08/22/2024
The proposed resolution presented by Luxottica is not acceptable. Luxottica is not taking responsibility for their inexcusable business practice of not honoring their warranty. This is Fraud! Now they are trying to bully me as a customer. They don’t seem to care that I am the one that has suffered hardship by not having prescription eyeglasses for the last two months and for some unknown length of time in to the future. The initial act of not honoring their warranty and now the act of presenting some generic resolution is only extending the mental anguish that I am being forced to endure. As I stated before, I want Luxottica to reimburse me the full cost of the order $761.66 and send me a replacement pair of the prescription eye glasses as partial compensation for the agony I have had to endure. I also want them to fulfill my previous request by providing the names, titles and contact information for all of their corporate executives.
Initial Complaint
08/10/2024
Complaint Type:
Billing Issues
Status:
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.
I tried to order contacts through their brand ******************. I entered my insurance information on the website it showed that I would get the $300 off my order through my ***** vision insurance. However, they charged me the full amount. I called their customer service team and they said that this "glitch" with their insurance system happens often. They told me I would need to wait 15 days to get my money back. I have filed a dispute on the payment with my bank. I wanted to them to accept the dispute so I get my money back, and I want them to fix the issue with their website, and take down the website until it is fixed.
Business response
08/12/2024
Hello *****,

Thank you for reaching out to Contacts Direct via the BBB.

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

After reviewing order ************************ it appears that it was delivered on 8/9 per ****************** *****************************************************************************************************).

Due to the issues surrounding the use of your insurance, we have gone ahead and issued a full refund of $373.96 to the original form of payment, which you should see reflect on your side within 5 business days.

Attached, you will find your refund receipt.

Thank you,
Contacts Direct
Customer Resolution Team
Initial Complaint
08/05/2024
Complaint Type:
Product Issues
Status:
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.
A pair of Rab Ban sunglasses was purchased on May 10, 2023 and teh right lens has a manufacturing defect on it. It appears to be a circle teh size of a haf dollar and it looks like air bubbles in a perfect circle. Th eleft lens has no problem. I asked them to honor the 24 month Ray Ban warrantee and they refused. They told me because I did not purchase the extended warranteee they would charge me to replace the lens. When I called Ray Ban they told me about the 24 month warantee and sent me a form to start the process of getting the fix for my sunglasses.
Business response
08/05/2024
Hello *****,

Thank you for contacting LensCrafters!
We value you as our customer and want to ensure you receive the best possible care. I am sorry to hear about the issues you were having with submitting an online warranty claim.
For additional assistance with submitting an online claim, simply gather the following information: -proof of purchase -picture of damage (close and far pictures) -picture of internal temple (markings of the inside left arm).
Once this has been gathered, please chat one of our warranty experts for claim assistance and provide an on the spot evaluation at **************************************************** *
Again, thank you for contacting LensCrafters.
Have a great day!
Initial Complaint
08/05/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Dear BBB Representative, I have placed three RX orders on Ray-Ban.com providing the prescription. The company did not make any of the glasses according to the prescription. Among my orders was order number ORDER ********. I had to return all orders because the company could not process a replacement. Once reordered, the company charged me $200 more for the same product (ORDER ********). And the amazing part is that still they couldn’t make it right. I have been without glasses for months now because the company just doesn’t do the job right. The company must refund the difference of $200 back to my card. I would have had my glasses but for the company’s messing up my order. Charging me for an extra $200 to fix the problem that should not have existed in the first place is unfair. Furthermore, the new glasses are still not right but I’d rather to wear them than wait for another month to get glasses. This’s not the quality Ray-Ban is known for…
Business response
08/05/2024
Hello,

Order ******** was refunded in the amount of $200 per your request. Please allow up to 15 business days for this to reflect on your end.

Thanks,
Luxottica Customer Resolution Team
Customer response
08/06/2024
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 contingent upon receiving the promised refund. I reserve the right to reopen this complaint if the business doesn’t deliver on its refund promise.

Regards,

******** ********
Initial Complaint
08/03/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
O June 4, 2024, my husband and I went to Lenscrafters at the *********** Mall in ********** ******* for an eye exam. It had been 3 years since our last one. The exam went horribly wrong as the young lady kept asking my husband to move his eyelashes, after 5 tries she still did not get it done, this is concerning because my husband has Glaucoma. The doctor then proceeded to discuss his right eye when it was his left eye that she had a problem with. My husbands exam was over too quickly. My exam was over quickly as well only to be told that nothing had changed. I then had to pay an additional 230 to get this exam done correctly at another facility. This exam was 1000% better and much more thorough. My husband was NOT diagnosed right, he has cataracts now and his numbers are sky high, in addition, my eyesight HAS changed. Lenscrafters did not even take my glasses and check the prescription. The company keeps telling me that the doctor is independently contracted, I have contacted Luxcottica with no response. We are in our 60s on a fixed income and having to pay over 300 at this point to make sure our eyesight is maintained is beyond my understanding. I want a refund because I paid for a professional, accurate exam, I did NOT receive that. Lenscrafters has offered my 50% off glasses, I did not go there for glasses, I went there for an exam. They have said they cannot reimburse me so I am at a loss.
Business response
08/05/2024
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 have reviewed your feedback and have revived the feedback from the store regarding your concerns and we understand that the eye car provider you saw is not employed by LensCrafters and is independent.
Additionally, we understand that the store has offered 50% off a complete pair of eyewear due to being unable to provide a refund for the eye exam.

At this time, we recommend contacting the Eye Care Provider directly for any further assistance with obtaining a refund for the eye exam.

We apologize for not meeting the level of service expected and for any inconvenience this has caused. Again, thank you for your time.

Best Regards,

Jason E.
LensCrafters
Customer Resolution Team
Customer response
08/05/2024
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
08/01/2024
Complaint Type:
Product Issues
Status:
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.
I paid $294 for glasses from glasses.com with my insurance allowance in November 2023. Once I received the glasses, I started noticing a speak that began to grow on the left lens each day. I followed with customer service and they had me submit pictures of the defective lens. They followed up that lens aren’t covered under the warranty and that they wouldn’t be able to replace the lens. They also tried to provide me with a discount code to buy new glasses instead of offering any help. This is a blatant scam and they are not insuring their faulty work.
Business response
08/02/2024
Hello ****,

Thank you for reaching out to Glasses.com via the BBB.

We regret to hear that in your last interaction you believe that we did not offer you any help.

After reviewing your previous interaction history, this appears to be untrue. As you mentioned, you were provided with a 30% off promotional code that you are free to use on a new order since you are unsatisfied with your current lenses. ********************

Additionally, we can confirm with you that lenses are not covered under our warranty, and this information is made available to all of our customers before an order has been placed.

This information can be found here: ****************.
Frame Warranty
All frames have a 1-year warranty against manufacturing defects.

In addition to that, at the time of purchase you would have had the option to purchase the additional "Glasses Protection Plan" which would have covered your lenses in this case. Unfortunately for you, you opted not to purchase this additional coverage at the time of purchase.

What kind of things does the Glasses Protection Plan?
The Glasses Protection Plan covers cracked and scratched lenses; cracked frames; broken hinges; normal wear and tear; and defects in materials and workmanship. (Limitations and exclusions apply, please refer to the terms and conditions for full details.) - ****************.

We recommend placing a new order with the provided promotional code, and purchasing the protection plan this time around.

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
We certainly hope that this detailed explanation helps you understand the situation more clearly.

Have a fantastic day,
Luxottica Customer Resolution Team
Initial Complaint
08/01/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I placed order ************* on 2/1/24 and is now tied to Incident: *************. I have sent pictures and emailed their customer service as well as the warranty claims e-mail for now over a month and initially was told that I needed to send pics and details to the warranty e-mail ***************************, which I have done several times now with no response. I recd one apology from the customer service dept and was told they would pass the info on for the next step in the process and that was over 2 weeks ago when there is supposedly a 1 day e-mail turnaround time. Below is my initial e-mail over a months ago: " Yesterday, one of the nose pieces completely fell off the glasses from the below order and I cannot locate it. Even if I was able to find it, I believe that this is a solid piece that cannot just be put back on. What is the policy on this? Oakley glasses should be much better quality than to have this happens so easily, as these are only 18 weeks old and I have worn glasses for years and have never had this happen with any of this quality. I also have 2 pairs of glasses that I share wear with, plus wear contacts off and on, so these glasses were likely only worn for an estimated 45-55 days. I have included some pictures. Thanks." It would be great to get a response so that I can have a functional pair of glasses. I used my insurance benefit to help pay for these and now my allowance for that has been wasted and I will be forced to pay full price to get a pair that I can wear. Glasses are very needed by me for everyday use and this has been a long months plus going without. Thanks.
Business response
08/02/2024
Hello ****,
For additional assistance with submitting an online claim, simply gather the following information: -proof of purchase -picture of damage (close and far pictures) -picture of internal temple (markings of the inside left arm) Once this has been gathered, please chat one of our warranty experts for claim assistance and provide an on the spot evaluation at **************** !
Alternatively, you can set up a warranty claim, by submitting a service request online at the following link: ****************
Thank you,
Luxottica Customer Resolution Team

Customer response
08/02/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have attempted to use the 2 methods presented to resolve, but the chat options given are just lead you down a continuous cycle of repetitive questions that get you nowhere and if you try to type in a comment, it just recycles the entire chat over. I ONE TIME got a persons name(Lucas) who entered the chat and then I spent 10 minutes responding with all of my details about the issue with Glasses.com not responding and then Lucas never made any comments or responses and just disappeared and the entire chat recycled and just continued to do so and would get stuck on the screen that I am sending an attachment of every single time. Big waste of time.
Regards,

**** ******
Business response
08/02/2024
Hello ****,
Thank you for reaching back out to us. We read through your chat from 8/2 and quite frankly we were appalled by the lack of customer service that you received from the agent, Lucas, that you spoke with. This agents lack of effort has been documented and escalated to the proper individuals for review.
With that said, we are going to just avoid the entire warranty process since they seem to be unable or unwilling to help you in that department. Please use the code below on your next online purchase to receive 100% Off (ONLY 1 Item up to $400). Valid until 12/31/24. 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
Customer response
08/05/2024
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. I appreciate their willingness to make things right for me. I just hope that the glasses I have ordered with the promotional code to replace my defective pair have no problems with them, or this could present more issues. Fingers crossed.

Thanks,

**** ******
Initial Complaint
08/01/2024
Complaint Type:
Billing Issues
Status:
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.
Went there 6/12/24. Told them no insurance and was a self pay. Had exam and ordered new lenses for MY FRAMES. Was told my total bill was $740.38. I paid the total amount and was told I would be contacted when they were done. Went in and picked up MY lenses and was told everything was all good and I didn't owe anything, it was all paid on first visit. TODAY I GOT A BILL IN THE MAIL STATING I OWED THEM $200 AND IT WAS OVER DUE! Contacted them and they rudely told me I owe them and need to pay now. I told them I paid all of it when I had the exam done. Nothing got accomplished and they were rude and hung up on me.
Business response
08/01/2024
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:

****************
Please let us know once the form has been filled out and we will escalate it to the proper management team as quickly as possible.
Thank you,
Luxottica Customer Resolution Team

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ComplaintsforLuxottica Retail North America Inc.

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