ComplaintsforLuxottica Retail North America Inc.

• Initial Complaint

  11/19/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have been fighting with Sunglass but since 10/26/21. I order a pair of Gucci sunglasses . They arrive on 10/26/21 . When I open then a piece of glass was hanging down on the side of the left lense. I immediately called the company the next day and they stated they would send me replacements within 2 business days. I never received my replacement so I called back. I have called back at least 10 times trying to just get replacement sent. Finally after getting the run around and different reasons to why I have to receives my replacement I asked for the item to be canceled. I spoke to a very rude supervisor who said there is nothing that can be done and I would have to wait till the “ back office “ sorted things out. I left a complaint on the survey and finally they cancel my order after wait over a 3 weeks for a replacement that apparently was never going to come. I then called to find out my refund . Since I used a gift card to Pay for a portion of my order and the balanced was paid from my credit card. The rep told me all funds would be released to my about with in 24 hours . Once again nothing . I call back Monday and the representative said no one put in for a request and she would escalate it. Plus now that I no longer had the gift card I used over a month ago. I had to wait for a portion of the money to come via check that takes 6-8 weeks and the balance of the refund would go back to my credit card again within 24-48 hours. After another week I finally allied agin today and the rep once again said no refund was issued and she would have to escalate it to the “back office” for them to process the check and refund back to my card . I explained that I have been dealing with this entire mess for a month and I would just like all of my money back so I can be done with this horrible, disorganized ,unprofessional company. She tried to get me a supervisor since the representative herself seemed shocked that this was going on so long. Shockingly the supervisor declin

  Business response

  11/22/2021

  Hello *****, 

  We have received your BBB, and are very sorry to learn you have not received your refund. After researching, we can see that you were recently refunded in the form of a Gift Card, (Tracking* ******************), which was shipped and delivered to your address on Friday, 11/19/21. We do apologize for the delay and any inconveniences caused by this! 

  Sincerely,
  Customer Resolution Team
  Sunglass Hut 
  
  

  Business response

  03/31/2022

  Hello *****, 

  We are very sorry for the delays and time it's taken to get this check mailed to you. I wanted to let you know that our Accounting team has let me know that they have mailed this check to you on 3/29/22. I did ask for tracking information prior to this, and am awaiting those details. Once they are provided to me I will send them in a separate email to you, but I just wanted you to be aware that the check has been mailed, and should be delivered to your address soon! 

  Best Regards,
  Customer Resolution Team
  Sunglass Hut 
  
  

   

  Customer response

  03/31/2022

  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me.  I received the check . Thank you 
  
  Regards,
  
  ***** *****
  

• Initial Complaint

  11/14/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I purchased a pair of sunglasses from LensCrafters’s in ********* ** I was charged a $44.97 fee that was not explained. It turns out that this charge was for a protection plan that my HRA will not cover. I have asked LensCrafters’s to remove the charge and they will not.

  Business response

  11/15/2021

  Hello ****, 

  We have received your BBB, and are very sorry to learn of your experience. I forwarded this to our management team who has let us know that the charge has been refunded back to your account. You should receive your refund within the next 5-7 business days depending on your financial institution. We apologize for any inconveniences caused by this! 

  Best Regards,
  Customer Resolution Team
  LensCrafters 
  
  

  Customer response

  11/15/2021

  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

  11/10/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  10.07.2021 I purchased a pair of glasses. I never received a text message or a phone call that my glasses were in. so a couple of weeks passed I finally called and I was told that my glasses had arrived and that someone had texted me the let me know that they were there. I never received that text message. When I got my glasses I realized the glasses did not fit me comfortably once as I got home I went back inside of the store. I asked to return the glasses and if it was possible for to get another set of glasses. I was told that they could go ahead and take care of that and to keep the other glasses until my new glasses arrived. I don't know why when I could not wear them. It's been 2 wks and no glasses. I called today and spoke with Mariah who said my glasses had not arrived and that she just put in another order for my glasses. That's unacceptable. I'm leaving the state on Saturday. She asked what time I said Saturday morning she said well of they aren't here Saturday morning they'll cancel the order. I told her they would need to be here Friday. She said I'll make note of it. I just don't want to do business with this company.

  Business response

  11/11/2021

  Hello ********,

  We have received your BBB, and are very sorry to learn about your experience. We do apologize that you did not receive our initial text message letting you know your order was ready, as well as for any delays. We can certainly provide you with a 100% refund, but you would need to visit the store location to return your eyewear, and so that we can process that refund. Please visit your local ****** Optical to get the refund started. 

  Sincerely,
  Customer Resolution Team
  ****** Optical 
  
  
  

  Customer response

  11/11/2021

  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 went into the store today and my refund was processed and they weren't able to determine what was going on with my glasses status.
  
  
  Regards,
  
  
  ******** ******
  
  

• Initial Complaint

  11/08/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a pair of prescription glasses at store#**** on 9-29-2020 and also the extended warranty. The glasses have developed dull spots and I went to the store on 11-5-2021 to see if they could clean it out. The associate said that the problem was with the anti-glare coating that was damaged and there was nothing to be done. She said that the warranty had expired and referred me to the website of their parent company luxottica.com. I went to the website and read the warranty and it said that the manufacturer's warranty was 30 days and the extended warranty one year plus two weeks. It also said that the extended warranty starts after the manufacturer's warranty. Since I bought the glasses on 9-29-2020 the 30 days manufacturer's warranty would have expired on 10-29-2020 and then the extended warranty would cover one year plus 2 weeks which would have it expire on 11-12-2021. I returned to LensCrafters with this information and they said that my problem would fall under a clause that is called "ADH" damage caused by normal use, and that the coverage for this damage starts on the day of purchase and not after the manufacturer's 30 days have expired, so that my warranty was expired. I told them I only use their products to clean my glasses and that I believed it is a problem with the manufacturer, but they did not budge. The determination that the damage was caused by me and was not normal wear and tear or manufacturer's workmanship was solely decided by the associate. The lenses were not sent to the manufacturer's for inspection or to a supervisor. She then told me that I should file my complain directly to the parent company at their website ( luxottica.com), but when I tried doing that they say that if prescription glasses were fitted into the frames, which was my case, then the complain had to be with the store where I bought the glasses, so I was back to square one! This glasses were $265.83 just for the lenses and I strongly believe they should replace them.

  Business response

  11/11/2021

  Hello *********,

  We have received your BBB, and are very sorry to learn about your lenses. I have contacted our local management, and they have stated the following. When you visited the store our agent checked your glasses, as well as your eyewear protection plan, which was expired in the system. She also noticed that your Rx expired on 9/24/2021. She offered to replace your lenses with your new Rx at a discounted price and went over how to properly clean your glasses because of the scratches on your lenses. At this time you said you would like the company to replace the lenses because you felt they were defective. We will go ahead and provide a free replacement of your lenses, but you would need to have an up-to-date prescription for us to make the lenses. Unfortunately we cannot make you new lenses with an expired prescription, this would have to be updated for us to provide those free replacement lenses. Please contact your local LensCrafters when you have that updated prescription, and we would be happy to replace those lenses free of charge. 

  Sincerely,
  Customer Resolution Team
  LensCrafters 
  

  Customer response

  11/15/2021

  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 am in the process of updating the prescription and went to the Lenscrafters store where I purchased them with this response from the company. They were aware of the resolution from Luxxotica and told me that as soon as I get the updated prescription they would go ahead and make the new pair of lenses at no cost.
  
  Regards,
  
  ********* ******
  

• Initial Complaint

  11/07/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a pair of sunglasses from Sunglass Hut on June 21, 2020. A day or so later, my order was cancelled without reason. I followed up on the cancellation on June 23, 2020 with a customer service incident request: ************** There was a mixup with the two gift cards I used for the purchase and I was not able to make another purchase for the $150 (the sum of the two gift cards) because of this. I ultimately asked for a refund. It has been more than 15 months of back and forth trying to get the refund. Sunglass Hut has, in several emails, confirmed that I am owed a $150 refund and has written that the check was "in the mail" on several occasions, the last time on August 24, 2021. I was told to wait 6 weeks for the check and I did that. I contacted them after the 6 weeks on October 12, 2021 and, as of today, have still not gotten a reply as to why I did not receive the refund. I have attached the most recent reply I sent to Sunglass Hut after waiting 6 weeks for a refund check for $150 that they confirmed in the attached PDF I am owed. Once again, in my reply of 10/12/2021, I asked why I still have not received the refund and have not heard from them as of today. I would appreciate your kind attention to this matter. I certainly cannot hire an attorney for a $150 refund and I'm hoping BBB will take action on my behalf.

  Business response

  11/09/2021

  Hello *****, 

  We are so sorry to hear that you have not received your refund check. I have contacted our office, and they have stated that this was mailed out to you. We also now have the option to load a new gift card, and mail this newly loaded gift card to your address for the amount of the refund. Please let us know if this would be acceptable to you! 

  Sincerely,
  Customer Resolution Team
  Sunglass Hut 

  Customer response

  11/09/2021

  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. 

  Their response offers a choice (I think) of a refund or a gift card. Given the issues that I have encountered with Sunglass Hut, I am reluctant to make another purchase from them.

  I asked them to reply and let me know if a refund check is still an option. I do not consider this case resolved until I have that answer.

  I have attached my response email to Sunglass Hut.

  Thank you very much for your service thus far.

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

  Business response

  11/10/2021

  Hello *****, 

  We would be happy to provide another refund check, we just wanted to give you the option of a gift card now that we have it available. We have asked for the check to be processed as soon as possible, and once it is we will provide that tracking information to you! 

  Best Regards,
  Customer Resolution Team
  Sunglass Hut 

  Customer response

  11/10/2021

  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 light of the 18 month duration of this issue, I cannot consider this case resolved until I receive either valid tracking information or the refund check itself. I would appreciate it if I can keep this case open until I receive one of these things.

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

  Business response

  11/19/2021

  Hello *****, 
  
  We are actually going to send both a gift card, and a refund check to your address. You should receive the gift card first. Once we have tracking for the check, we will email this to you! We hope to have this very soon! We appreciate your patience! 
  
  Best Regards,
  Customer Resolution Team
  Sunglass Hut 
  
  

  Customer response

  11/23/2021

  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 (but we're getting close!).

  For your reference, reasons for rejection are included below.

  I have received the gift card. When I receive the check tracking number and verify that the check is on its way, I will accept the solution for this case.

  I have to admit that, if in fact I do received a check refund in addition to the gift card, that I am very pleased and thankful at the resolution of this issue, though it has taken a great deal of time and effort to get to this point. Receipt of the check and a gift card will restore my trust in Sunglass Hut. Once again, thank you.

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

• Initial Complaint

  11/06/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hi! I purchased sunglasses from the Bridgewater NJ store on July 1st 2021 for $415.83. I returned them at the store 3 days later unused for a full refund - the return was done, but no refund issued to my account for next several days after which I called the store manager, and he told me that the refund was processed on July 17th and provided the transaction ID (You can find below) .. till date, I have not received my refund - nobody at the store is helping me, the bank couldn’t do much and directed me back and forth. I’m tired of this,’please give me refund asap. Transaction ID provided by store manager for a refund processed on July 17th - ***********************. Purchase on July 1st 2021 receipt details; Receipt #: ******* Date: 7/1/21 @ 8:52 PM Store: **** ********: 1 Cashier: ****** 768627 Salesperson: ****** *******) Customer: ******* ****

  Business response

  11/15/2021

  Hello ******,

  We have received your BBB, and are very sorry to learn that you have not received your refund yet! We have corrected this, and you should receive your refund within the next 5-7 business days, depending on your financial institution. We apologize for any inconveniences caused by this! 

  Sincerely,
  Customer Resolution Team
  Sunglass Hut 

  Customer response

  11/24/2021

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

  However, it’s been over 7 days now and I have still not received the refund !
  
  Regards,
  
  ****** ****
  

• Initial Complaint

  11/02/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The following is the online chat I had with a customer service rep who agreed that I was erroneously charged twice for the same pair of glasses and that a refund was pending which I should receive in 7-10 days. I never received the refund and Lenscrafters now refuses to refund my money, Misty G Hello 1:53 PM *** ****** I was charged twice for the same pair of glasses. I was charged $432.21 on 8/26/2021 and I was charged $469.50 on 8/23/2021. Please reverse the charge for the $469.50 as it is incorrect. 1:55 PM Misty G Mai I have your order number please 1:56 PM *** ****** one sec 3047311706236 1:57 PM Misty G thanks one moment May i have DOB and address please 1:58 PM *** ****** 4/10/1958 ***** ****** ***** *** ***** ******** ***** ****** ***** 1:59 PM Misty G one moment please thanks 1:59 PM *** ****** the other order number is shown as *************, but I didn't proceed with that order I didn't have a prescription for it 2:01 PM *** ****** only one pair of glasses was delivered to my pickup in ******** ***** ** 2:05 PM Misty G I see refund pending for that order. It is processing give 7-10 days for refund. 2:06 PM *** ****** okay - thanks

  Business response

  11/03/2021

  Hello ***, 

  We have received your BBB, and are very sorry to learn of your experience. After researching we can only see one charge totaling $430.34 on your account. There is a settlement of $469.50, and then a refund processed of $39.16, bringing the total charge to $430.34. We do not see a second charge for $469.50. If you still see this charge on your account, please dispute this with your bank, and we would be happy to assist them further so that you receive your funds back! 

  Sincerely,
  Customer Resolution Team
  Luxottica North America
  
  

  Customer response

  11/03/2021

  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,
  
  *** ******

  The following is proof that I was charged twice for the same pair of glasses:

   

  The first transaction includes taxes.

   

  08/23/2021 Collapse transaction for Transaction date: 08/23/2021LENSCRAFTERS.COM ###-###-#### OH
  Transaction date: 08/22/2021
  Card type: ****
  Transaction type: Purchases
  Merchant description: OPTICIANS
  Merchant information: ###-###-#### , OH
  Reference number: 9841
  Merchant Name:  LENSCRAFTERS.COM Select toEditthe merchant name
  Transaction Category:  Health: Healthcare/Medical Select toEditthe transaction category
  Online Purchase: Y
  Dispute this transaction Type Purchases
  $469.50

   

  Transaction date: 08/25/2021
  Card type: ****
  Transaction type: Purchases
  Merchant description: OPTICIANS
  Merchant information: ********** , OH
  Reference number: ****
  Merchant Name:  LENSCRAFTERS.COM  
  Transaction Category:  Health: Healthcare/Medical Select toEditthe transaction category
  Online Purchase: Y
  Dispute this transaction Type Purchases
  $432.21

   

  I already disputed the transaction with my bank, but Lenscrafters still refuses to refund my money:

   

  ***** * ******
  ***** ****** ** *** ****
  ******** **** ** **********
  October 31, 2021
  Account number ending in: ****
  Case number: *********
  ***** * ******:
  We completed our investigation of the $469.50 charge(s) from LENSCRAFTERS COM.
  What you need to know
  We've thoroughly reviewed the details of your dispute(s), and based on the information we
  received, we're unable to pursue your dispute(s) further.
  - The transaction information we received from the merchant(s), indicates that these were
  actually separate transactions, not duplicate charges. Because the documentation supports that
  more than one transaction was made, the charges are considered valid.

   

  I've already provided proof that Lenscrafters indicated that I would be refunded for the duplicate charge through my online chat with your rep.  If you will not provide the refund, my only other option is to sue you in small claims court. 

   

  Business response

  11/04/2021

  Hello ***, 

  We have contacted the bank, and have had this corrected for you. You should receive the $469.50 credit within the next 5-7 business days! Please let us know if you do not receive your refund within that timeframe! We apologize for any inconveniences caused by this, and appreciate your patience! 

  Sincerely,
  Customer Resolution Team
  Luxottica North America
  
  

  Customer response

  11/04/2021

  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

  11/02/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had one damaged lens from a pair a glassses I purchased in March 2021. The lens repeatedly gets more scratches everytime it is cleaned with the glass cleaning cloths. This has gotten much worse in the past month. The other lens is pristine and never gets scratched. When I went to the store I told them that. I even suggested that they clean the lens and see how many new scratches would appear. They refused to and told me I must have just scratched it. I would need to pay $50 for a warranty to replace both lenses, which is them being nice as opposed to me paying $200 for new lenses. I'm amazed that they refused to even really check my lens to see it get scratched and even more shocked that they do not guarantee their products. Had I been told when I purchased the glasses that nothing is guaranteed to the point that they offer a 1 year paid warranty I would never have bought from them. There is no way I'm paying them more money for another defective lens. I now need to buy a brand new pair of glasses from a better company and have no insurance to cover it as Pearle took that money already for this year. I put refund down as my resolution, because I honestly I never want to walk into that store again after the manager was so dismissive and condescending.

  Business response

  11/03/2021

  Hello ******, 

  We have received your BBB, and are very sorry to learn about your lens. We do apologize, but the scratching of lenses would not be considered a defect. We do have scratch-resistant lens options, but they would not be scratch-proof. If you are using a micro-fiber cloth to clean your glasses and this is what is causing the scratches, we would suggest washing this to ensure it does not continue to scratch those lenses. Like our team stated, we can use the Protection Plan to replace your scratched lens, but you would need to pay the copay in order for us to process the replacement. Please visit your local LensCrafters if you would like to proceed with the protection plan replacement. 

  Best Regards,
  Customer Resolution Team
  LensCrafters 
  

  Customer response

  11/03/2021

  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 are once again just repeating the same thing, telling me the cloth used to clean it is scratching the lens. This cloth or any cloth for that matter only scratches the one lens and not the other. It therefore cannot be the cloth, but rather a defect with the one lens that keeps getting scratched while the other one does not with the exact same cloth. They did not want to try it out at the store because then they would have to admit that the lens is defective. They are a horrible business that hopes they can just sweep my complaint under the rug. 
  
  Regards,
  
  ****** *****
  

  Business response

  11/05/2021

  Hello ******, 

  As we stated previously, scratching would not be considered a defect. You are more then welcome to use the protection plan's copay to have your lenses replaced, but that would be our best offer. Please visit your local LensCrafters if you would like to have your lenses replaced under the protection plan. 

  Best Regards,
  Customer Resolution Team
  LensCrafters 
  
  

   

• Initial Complaint

  11/01/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  PLEASE READ DISTRICT MANAGER ONLY!!! Congratulations, due to gross negligence, **** has permanently banned lenscrafters from any future claims. My glasses can NOT be worn as I can NOT use progressive lenses!!! 18 months of lies and fake promises, no one bothers to help....being able to see properly is very important. Tried recently to correct the issue and was told to get lost by managers and staff....they all need to be fired. **** can sue you for fraud as this is now a fraud case. I even have *** marketplace wanting to do a story, what should I tell them?

  Business response

  11/02/2021

  Hello *****, 

  We have received your BBB, and are very sorry to learn of your experience. I have contacted Regional Management, and they have stated the following. 

  02/06/20 - *** **** was prescribed progressive lenses which had to be ordered from the outside lab, and he was made clear on the timeline at purchase.  He filed a complaint that we were withholding his eyewear; we were in fact awaiting product arrival from the outside lab.  Multiple attempts were made to reach him to let him know when they were ready, with no response.
  
  05/20/20 - After having finally collected the eyewear without issue, *** **** filed another complaint that he couldn't see with the progressives and that no one had been willing to help him.  However, after speaking with him to follow up, he had in fact never contacted the store at all.  We offered him a switch to single vision lenses at this time at no charge to resolve the issue.  He did not follow up.
  

  We are still willing to offer a courtesy switch to single vision like we advised in May of 2020. This has been noted in your account. Feel free to call or visit your local store if you would like to have the lenses exchanged. 

  Best Regards,
  Customer Resolution Team
  LensCrafters 
  
  

• Initial Complaint

  11/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I began business with a contacts lense and glasses exam here, in Aug 2021. We paid over 490.00 for glasses and when they arrived I could not see out of them. I had to go through another eye exam, and this time the glasses returned again exactly as bad as before. Then a third time in October 2021. The glasses were still no good and I could not see out of them. The employees were unprofessional and kept asking me are you sure as if I was making it up. This entire time I was going without any glasses, only a couple pairs of contacts the office gave me to try out. I ordered contacts and the office gave 1800 contacts the wrong information so I received the wrong prescription, and then they tried for an entire week to contact the office but could not verify my prescription. I went in to complain and physically get a prescription, and it is still wrong with information missing. A lot of money spent on exams, and glasses that never fit. I am currently waiting on a refund for the glasses, since they did not work after 3 tries. I seek a refund for the exams, and for the business to be exposed to others. They also need to give me a legitimate contacts prescription, as the one I picked up is incomplete information.

  Business response

  11/03/2021

  Hello ******,

  We have received your BBB, and are very sorry to learn of your experience. After researching we can see that a refund was processed for you on 10/29. A refund can take 7-10 business days, from the date the refund is processed, for you to receive those funds. It has only been 3 business days, so you should receive your refund very soon! We apologize, but unfortunately we do not have the authority to refund any exams, or provide prescriptions, as this is handled by the Independ Doctor's office that partners with our LensCrafters location. Please reach out to their office directly for any questions relating to your exam and prescriptions. 

  Best Regards,
  Customer Resolution Team
  LensCrafters 
  
  

   

*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. ↩