ComplaintsforLuxottica Retail North America Inc.

• Initial Complaint

  08/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am writing to request a full refund of $346.14 for my item, which the carrier has deemed lost in transit. I have several pieces of documentation confirming that a full refund was promised and that the item is considered lost.Please process this refund at your earliest convenience.Thank you for your prompt attention to this matter.

  Business response

  08/01/2024

  Hello **,
  
  In order to process your lost package claim we will need you to provide us with some information. Please click on the link below to fill out our lost package form so that we can get begin your claim. Once we receive your completed form, please allow up to 3 weeks for the investigation. You'll receive a follow up email communication once it has been completed.
  
  Lost Package Form Link: ****************
  
  Additionally, the emails related to reference # ###-###-####**  which you claim came from us, do not exist.  In fact, the only emails we sent you related to reference # ###-###-####** were as follows:

  7/8 - Advised you to check with carrier/neighbors

  7/8 - Lost package link sent 1x

  7/9 - Lost Package link sent 2x

   

  Nothing can be done to assist you until you fill out the form that has now been sent to you three times, as well as wait the 3 week investigation period to be completed.

   

  Please feel free to reach back out to us once you have completed the form and we will monitor its status during the 3 week investigation.

   

  Thank you,

  Luxottica

  Customer Resolution Team

  Customer response

  08/01/2024

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

  Customer response

  08/05/2024

  I have documentation from the carrier confirming that this package was lost in transit. I also have three separate emails stating that a refund should have been posted to my account.
  I have contacted my credit card company with this information. Once again, I am requesting that your company do the right thing and issue the refund that was guaranteed in the three emails your company sent me regarding my lost package.

• Initial Complaint

  07/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Initial appointment was 2/6/24. I was given a trial pair of contacts. I wore for a week and went back to the store to advise (see if they could check prescription again) vision was blurry with new contacts. I was told those are just trial pair, your actuals will be right, I went back twice before I went ahead and ordered 6 months of contacts. Those came in March 4th. Out of fear that my new contacts would be blurry, it was probably 3 months before I finally decided to try the new contacts. Just like trials they gave me blurry vision too. On July 31st I'm fed up with my vision being off and went to the store. The doctor said I waited too long to let them know. I would need to pay for a new exam. I paid and my eyes were rechecked and the Dr changed the prescription. Now he says this all on me because I'm diabetic and my blood sugars might have been off. I let him know my blood sugar is well controlled. The initial trial pairs and the ones I ordered had me with astigmatism in both eyes. Today Dr. H***** said he was not putting me back in contacts for astigmatism in my left eye. I inquired how is this acceptable that he totally changed my prescription but it was never a doctors fault. I also asked Dr. H***** who could I contact that is above him. He said noone, he doesn't report to anyone. Not board of ************* ** ******** *********** *** etc..he said no. He put blame on me and never once apologized because in his eyes his office did nothing wrong. I am expecting a call from the office tomorrow (8/1) to see how do I get contacts in the new prescription and what to do with the contacts I bought that do me no good. I did ask for written policy because he said typically I had 2-3 months to advise new contacts were not right, he had nothing in writing. Sounds like he is making things up as he goes. I would like a refund and apology for not providing the goods I paid for. I also want to know who I could have reported this to above him.

  Business response

  08/01/2024

  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.

  After reviewing your complaint it appears that we still need the stores full address and phone number.

  This information is required in order for us to properly escalate your concerns to the correct party.

  We look forward to hearing back from you. 

  Thank you,

  Luxottica Customer Resolution Team

   

  Customer response

  08/01/2024

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

   

  I found nowhere to reply to business questions. Store address is **** ** ******* **** ** ***** *** ****** **** ** *****. Phone: ************* Eye doctor: H***** Eye Care, independent doctor of Optometry.

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

  Business response

  08/02/2024

  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:
  ******************************************************m 

  Thank you,

  Luxottica Customer Resolution Team

• Initial Complaint

  07/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  order placed for pick up on Jun 8, 2024. Unable to pick up. Contacted store who said they would return when order arrived. No refund issued. I have contacted the sunglass hut customer service online, and the store. Customer service says they can not refund until items returned by store. Store says they returned. Unable to obtain refund now. I filled out forms requested by customer service reference number is ************. I have screen shots of all customer service interactions if needed.

  Business response

  07/29/2024

  07/15/2024 02:46 PM

  Hello *******,
  
  Thank you for the additional information about your survey response and experience with Sunglass Hut. Your feedback is valuable in identifying opportunities for improvement as we strive to deliver the best possible customer experience.
  
  We are sorry to hear you no longer want to receive the order #********. As a one time courtesy, we have submitted the request to refund $84.26 through ******, you do not need to go to the store for this refund to process. You should receive a separate email notification directly from ****** once they receive and process the transaction, usually within 15 business days.
  
  To express our sincere apology for the frustrations, we would like to offer you 50% off a future purchase on SunglassHut.com.
  
  Please follow the below steps to use your discount code:
  
  1. Visit www.sunglasshut.com to make your selection.
  
  2. Once you have made your selection, proceed to check-out (Please be sure of your selection before adding the code. Once the code is entered, it is marked as redeemed).
  
  3. Go to "Do you have a Promo Code?" on the check out page and enter the promotional code below to order your eyewear at the discounted price.
  
  Promo Code: *******************
  Expiration: 12/31/2024
  
  *Some restrictions apply (exclusive collections or limited edition products). This code cannot be used on sale items, combined with additional promotions offered on the website or with insurance.*
  
  We apologize for not meeting the level of service expected and hope we have satisfactorily addressed your concerns. Thank you for your patience, and for being a valued customer.
  
  Best Regards,
  
  April A.
  
  Sunglass Hut
  
  Customer Resolution Team

  Customer response

  07/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* ******
  

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In February, 2024, I went to Target Optical, *** * ****** ***** ********* ** for glasses. I had a problem with a previous eyeglass provider and Target Optical is on my insurance. I had an exam and got a prescription. When the glasses arrived, I immediately told the employee that there was something wrong with the prescription or manufacture, but I could not see clearly at a distance. I was told to wear them for at least a week or two to give my eyes time to adjust. I went back in May, prior to the 90 days, and returned the glasses. I was scheduled for a new eye exam, at which I told the doctor I could see fine with my almost 2 year old prescription and asked if he could duplicate it. Instead, he gave me another new prescription. I got a new pair of glasses. When I picked them up, the manager told me I had another 90 days. I understood this to mean 90 days for exchange or refund. I wore the glasses daily for almost 2 months and still could not see clearly. I took them back and asked for a refund, at which time I was told refunds were only issued within 90 days of the first prescription, not from when I got the current glasses. I asked for contact information for their corporate office and a man working there told me "we don't really have that." I said that I was sure they had some way of contacting a regional or corporate office and he told me to just google it myself. I did finally find a number or Target Optical Customer Care and called. They refused to let me talk to anyone and said they would send me a form. After 2 days, I hadn't received the form so I called again. I was told they would send the form, but I still have not received it six hours later, and their offices are now closed. The parent, Luxottica, does not have any published customer service phone numbers or email addressses.

  Business response

  07/29/2024

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

  Thank you,

  Luxottica Customer Resolution Team

  Customer response

  07/29/2024

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

  Customer response

  08/02/2024

  Luxottica sent a link to an online form.  I filled out the form but have not heard back yet.  I filled out the form on July 29 and was told someone would contact me within 5 days.

  Business response

  08/05/2024

  Hello ****,

   

  The store manager let us know today at 2:09PM EST that they are issuing you a refund.

   

  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. 
  

  The store manager said I would receive a refund check in 4-5 weeks.
  
  Regards,
  
  **** ********
  

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/3 ******* had a eye exam and they ordered him some new lenses for his existing frames. Total 100 for exam and $371. 27 for lens.They also did a referral to a eye specialist. He had trouble seeing out of these glasses but they told him to try them. He went to the Specialist ( ******* Ophthalmology Center ) on July 16. They advised us to take the glasses back to get them corrected after they completed their exam. He went back to Pearle and they put his old lenses in a new frame because they broke the frame while adjusting them and told him to wear them. I asked what we were to do with the new lens in old frame and was told they were doing nothing else. When told we were instructed by specialist to bring them back, I was told then they can call us. *** ********* office said they could not get involved since it was not their prescription. My question is why would you sell new prescription when you are sending to a specialist. They are refusing to make the issue correct and stated they are only a quarter stronger than the old lens. Then was it even necessary to get new lens. I want the glasses to be right or refund the price of the lens.

  Business response

  07/26/2024

  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:
   
  ****************
  

   

  Thank you,

  Luxottica Customer Resolution Team

• Initial Complaint

  07/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received my order number *************. They are the wrong prescription and wrong lense color received. I used my insurance benefits for prescription sunglasses as well as a promo code and paid for expedited shipping. I reached out several to which I thought they were suppose to send me a label and a form for a new pair. Tried contacting by phone, chats and email. The system is and website never seem to work accurately and flawed to come to a resolution. I would like an even exchange and to get this settled ASAP. Please let me know the process for a new pair to still utilize insurance benefits for an even exchange.

  Business response

  07/26/2024

  Hello *******,

   

  Thank you for reaching out to LensCrafters via the BBB.

   

  Our apologies that your order arrived with an incorrect prescription as well as lenses that appeared darker in person as compared to the pictures of them online. 

   

  After reviewing order *************, it appears that a return for a full refund to the original form(s) of payment was initiated on 7/23.  Additionally, a pre-paid UPS return label was sent to you (******************).  However, it appears that this label has not yet been used. 

   

  Once your return is in possession of the carrier and in transit back to us, please feel free to reach back out to us and we will expedite the processing of your refund and then you can place a new order at your own convenience. 

   

  Thank you,

  Luxottica Customer Resolution Team

  Customer response

  07/30/2024

  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 do not want to return in item in my possession yet until I get the form to submit it for the exchange that was promised to me. 
  

  I utilized my insurance for the prescription as well as other offers and want to get the same. 
  

  The item has the wrong prescription and lense color than I ordered. 
  

  I’ve contacted customer service several times regarding this and they said a form is needed to issue an exchange. 
  
  Regards,
  
  ******* ********
  

  Business response

  08/02/2024

  Hello *******,
  
  There is no form that needs to be filled out for your return to be processed, and we apologize that you were provided with this inaccurate information.
  
  Unfortunately, we cannot process your return until your return is sent back to us.  So if you do not want to use the pre-paid UPS return label that was previously provided to you then that is entirely your choice.  Please note however that we cannot process your return if the return is never returned.
  Additionally, we understand that you used insurance on this order, as well as used a $50 off promo code.  We appreciate you pointing that out to us. Please note that this will have no affect on the process. 
  Once your return is in possession of the carrier and in transit back to us, please feel free to reach back out to us and we will expedite the processing of your return.
  Thank you,
  Luxottica Customer Resolution Team

  Customer response

  08/05/2024

  The return was been sent in and in transit. Please expedite the return process as mentioned. 
  

  Thank you, 

  ******* 

  Business response

  08/07/2024

  Hello *******,

   

  We have refunded the out of pocket costs for order ************* in the amount of $99.89.  This includes the expedited shipping cost.

   

  We have reversed the insurance benefits used.

   

  We have provided you with a $50 off promo code LC_US_50OFF_07JTVF.

   

  Thank you,

  Luxottica Customer Resolution Team

• Initial Complaint

  07/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to formally request assistance regarding an issue with a pair of glasses I purchased online from the LensCrafters website on April 17, 2024, using my ****** vision insurance benefits. Upon receiving the glasses, I noticed that the lenses were scratched. Unfortunately, I was unable to return them immediately due to my dependence on the glasses and lack of a spare pair. Soon after, I observed that the frames appeared to be of poor quality, and they have since started to fall apart. I reached out to LensCrafters for assistance, and they directed me to contact Luxottica. I subsequently filed a service request with Luxottica, providing photographs and supporting documentation of the defects. However, my request was denied, and I was advised to seek assistance from LensCrafters. As a valued customer, I am disappointed with the quality of the product and the service I have received. I have owned these glasses for less than 90 days, and they are already falling apart. I am requesting a new pair of frames and lenses from LensCrafters to resolve this issue satisfactorily. I would appreciate your prompt attention to this matter and assistance in ensuring that I receive a replacement for the defective glasses. Thank you for your understanding and support.

  Business response

  07/26/2024

  Hello *******

   

  Thank you for reaching out to LensCrafters via the BBB.

   

  For future reference, you need to reach out to us immediately if you happen to notice any issues with your order.  Rather than waiting over 3 months.  Had you reached out to us as soon as you noticed these defects, we would have been able to assist you in a more timely fashion.

   

  Additionally, moving forward you will need to file warranty claims in situations such as these and we are unable to modify, alter, change, override any decisions that are made by that team of specialists who handle warranty claims.

   

  With that said, we are going to be making a ONE TIME EXCEPTION for you and initiate a return for a replacement for order **************

   

  Attached, you will find a pre-paid UPS return label which you may use to send this order back to us for a replacement.  You must also allow up to 15 business days AFTER the return has been received for your replacement order to be created.  Once created, you will be notified via email containing your new order number and estimated delivery date. 

   

  Your account has been notated, and again, this is a one time exception and moving forward we will be unable to assist you with any out of warranty claims or any orders outside of the return policy.

   

  Thank you,

  Luxottica Customer Resolution Team

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an eye exam for contacts lenses on June 25, 2024. After the exam the eye doctor, Jeffrey M*******, gave me a trial pair of contacts. I put the contacts in, and immediately noticed that the left eye was off. It was very blurry. I mentioned this to him. So he had me read a few more of the letters on the chart. Then he stated "with these contacts your vision is at 20/15. I don't know what more you want" I was highly disappointed by his answer because the correct vision is 20/20. So if it's at 20/15 then it should be obvious that the left eye is too strong. But I figured, I will see if I can adjust to the new prescription. I tried for 3 days to wear the new prescription, but it was causing dizziness, nausea, and it was triggering migraines. So I called and made another appointment, to see if I could get the correct prescription. I also decided to get fitted for multifocal contacts this time. I thought maybe this would help. On June 28th I had my appointment. I never actually saw Dr M******* on this entire appointment. I only spoke with Jasmine who I believe is the Optician. She however, was going back and telling the doctor my issues, The issue was the same as last time. I cannot see because the left eye needs to be a lower power than my right eye, I have worn contacts for 32 years, so I do know what works best for my eyes. Jasmine relayed this information to Dr. M*******. His response this time was to say "it will always be a little blurry" I will upload my receipts (which have their correct phone number ###-###-####). But I paid $268 on June 25th and $80 on June 28th. I will also upload a pic of the trial pairs that I have left. Just to show that I didn't even wear all of them. I am asking for a full refund and they can just take my prescription out of their system, since I will never use it. I have since went to a new doctor and she listened to me and gave me the correct prescription.

  Business response

  07/22/2024

  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:
  ****************
  
  
  Best Regards,

  Luxottica Customer Resolution Team

  Customer response

  07/22/2024

  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 have filled out the form from the link the business sent me. And after I get my full refund I will mark this BBB complaint as resolved. It says it takes them about 5 business day to respond to my complaint through the link they gave me. So I will wait to hear from them. I have uploaded proof that I submitted my request for a refund via their link provided. Thanks

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

  Business response

  07/25/2024

  Hello *******,

   

  We received your customer care form and on 7/23 it was escalated to the Regional Manager for review.  As of today 7/25 we do not have an update for you.

   

  Please allow until 7/30 for a resolution to be offered to you.

   

  Thank you,

  Luxottica Customer Resolution Team

  Customer response

  07/31/2024

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

  The company said it would take 5 business days to get a resolution. I have waited 7 business days. And since that time I have read the ************* ** Lenscrafter's reviews. What I found was this seems to be a common theme with this company. They won't provide the customers with the correct prescription or fit for their eye glasses. Then they don't offer a refund. Instead they send out that link, the same link they sent me, but nothing ever happens. In fact, I never even received a confirmation to my email stating I filled out their refund request form. I have tried to resolve this matter directly with the company, rather than going to their website and posting a negative review. Unfortunately, since the company is not going to refund me, I will now go write a review. I will be mentioning in my review and referring others that got scammed, to file a complaint with the BBB. At least after you get enough complaints filed against you, then they will stop the fraudulent practices. 
  
  Regards,
  
  ******* ****
  

  Business response

  08/06/2024

  Hello *******,

   

  The store manager, Eileen, noted on 7/29 that they spoke with the office manager and requested you to return to store for a resolution.

   

  Thank you,

  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 have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  I do not need to be present for you to refund my card. I cannot take time off of work for the FOURTH time to resolve this matter. The doctor should have listened on the first appointment, when I said I couldn't see. But since he didn't I came back for a SECOND time and he still would not listen to my needs.  Then I had to go to another doctor, which was more time taken off from work. Thankfully, that doctor did listen to my needs, and gave me the correct prescription. So I have no reason to come back to your office, to further beg your doctor to listen to me. I will NEVER use that prescription, as it made me physically sick and I couldn't even see. As I have already stated, I am requesting you remove that that prescription from your system, and refund me. I refuse to pay for $348 for a prescription I am unable to use, and it is completely unethical for you to expect me to.
  
  Regards,
  
  ******* ****
  

  Business response

  08/07/2024

  Hello *******,

  Thank you for reaching back out to us and for sharing your experience.

  We are sorry to hear about the difficulties you’ve encountered and understand your frustration.

  
  We strive to provide excellent service and regret to hear that we did not meet your expectations in this instance. Your feedback is invaluable and we will review this situation to prevent similar issues in the future.

  
  Regarding your request for a refund, we want to resolve this matter to your satisfaction. While we do require certain procedures for processing refunds, we understand your concern about taking additional time off work. To expedite this,we recommend calling Eileen, the store manager, and discussing over the phone what options may be available for you.

  Moving forward, this is an issue that needs to be handled directly between the store manager and yourself.  The escalation process has been completed, and your complaint will not be reopened or revisited by the Ecomm team as we can no longer assist you with this previously closed store complaint.  Please reach out directly to the store should you need more assistance.  The store is responding and is more than willing to work with you directly. 

  
  If there are any additional concerns or if you need further assistance, please let us know, and we will be happy to help.

  Again, The store manager, Eileen, noted on 7/29 that they spoke with the office manager and requested you to return to store/reach out to the store via the phone for a resolution.

  
  Thank you for your patience and understanding.

  Luxottica Customer Resolution Team

  Customer response

  08/08/2024

  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.

  That's such an odd response to a BBB complaint.  The whole point of the BBB is to act as a mediator between the business and the consumer. It seems as though you don't understand how the BBB works,  or the impact that getting negative marks has on your company's reputation.  
  
  Regards,
  
  ******* ****
  

• Initial Complaint

  07/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased ray-ban meta glasses in Jan of 2024. Up until a few weeks ago I didn't have any issues with them. While on the way to my daughters softball game my eyes started watering (I have high blood pressure) so I removed my glasses and they snapped on the right corner where the cameras sit. To be honest when you look at them if they use the proper tools to fuse the metal together they would probably work again. I am not an expert so I sent the frames in to the warranty department. I received a notice saying that the claim was denied and they no longer carry the model. They offered me an option to purchase another model for $209.09. There is no reason for me to pay for an replacement at all. They should fix the glasses and if they can't they should replace the frames with one's that in a good working condition. After calling the warranty department at Ray-ban.com and being told on more than one occasion that they can't do anything but read the notes and its Ray-Ban after sales that I will need to speak to. I submitted chat, which is only method communication, and they said call Ray-Ban.com. I called and spoke to John and Megan (supervisor) to be told they can't do anything. I went back to the chat session and was told by someone else that the glasses are in repair status and I will get an email providing the update in 2-3 days. Nothing was received and this morning the original defected, broken frames were delivered by UPS. I am so upset and would like assistance and finding a resolution in this situation.

  Business response

  07/22/2024

  Hello ******,
  
  Thank you for contacting Luxottica After Sales.
  
  Your original glasses have been returned to you under the tracking number:
  
  ******************.
  
   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
  
  Unfortunately, the damage sustained to your item was not covered under our warranty. 

   

  AS A ONE TIME EXCEPTION: 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: *************

   

  Thank you,

  Luxottica Customer Resolution Team

• Initial Complaint

  07/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Today my contact ripped and my eyes are very bad without the lens. I called in today to get help and get a trial pair to help me out in order for me to get assistance with my eyesight until I get my contact lenses in. What I don’t understand is why I was advised from the LensCrafters employees to order from **** ******** only to be penalized due to me ordering from the 3rd party company that was provided by LensCrafters employee. Dawn Marie stated that Dr C****** is an employee of the company not a owner I wasn’t quite sure why she would even make that remark when I only wanted to consult with my optometrist about my issue at hand. She stated I could speak with a case manager instead. The case manager was not available so I spoke with heather the assistant manager and she confirmed what dawn marie stated which is very disturbing to know that I spend my hard earned money to a provider to help me and the care is not the company’s primary standard. I am mind baffled with this entire process as well as shocked that not one but two employees referenced the situation as not his business but he took an oath to serve patients and to help them.

  Business response

  07/22/2024

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

   

  Thank you,

  Luxottica Customer Resolution Team

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