ComplaintsforLuxottica Retail North America Inc.

• Initial Complaint

  10/31/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a sunglass worth $180.20 on 9/4/21 @ the ****** international Airport. I was traveling outside US. It was a gift to someone body but he didn't like it and doesn't fit him. I didn't know the return is 30 days and no body told me . I stayed more than 30 days abroad when I came back I went to the ********* branch but first she told me she will not able to return it sometime bought at the airport and then she said it passed 30 days. Nobody told me the return policy. If I know that I will buy it because I know howlong I will stay. There is no branch in ******** I would like to refund me.

  Business response

  11/01/2021

  Hello *****,

  We have received your BBB, and are very sorry that your experience did not meet your expectations. We do offer every customer a 30 day satisfaction guarantee, which starts from the date you receive your glasses and allows you to return your eyewear within 30 days if they are not to your satisfaction. This is printed on the bottom of your receipt, as well as on our website. Unfortunately we cannot offer a refund or return once the 30 day satisfaction guarantee has past. Thank you for understanding. 

  Best Regards,
  Customer Resolution Team
  Sunglass Hut 
  
  

  Customer response

  11/01/2021

  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,
  
  
  ***** *****
  
  

  Customer response

  11/02/2021

  The customer didn't mentioned any regarding return policy and didn't mention the window period. I was in the rush at the airport. Moreover I was told I can return only at the airport which I van not. He was supposed to tell me or atleast shows me but rather gave wrong information regarding resizing because I told him it is a gift and his face is narrower than mine but when I try to the glass tech. They are not able to do it in ********.

• Initial Complaint

  10/30/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  August 28: went for eye exam with *** **** *** ***** insurance that should cover eye exams. Got charged $75 for "premium contact fittings". Was told trials would take maximum a week. September 7: Called to inquire contacts. Was told they didnt have any in stock and they would call me back. They never did. September 16: Decide to go to the store and they give me the trials even though they never contacted me. Told me to call them if we are satisfied and they will place the order. WHOLE month of October: called them multiple times a week to place the contact order. Kept being told: "We are busy, we will call you back." Never got a call back until we called them again, and that they will call us back AGAIN. Never got a call back, as expected. It is currently October 30 and I have yet to receive the contacts that I paid for as of August 28.

  Business response

  11/09/2021

  Hello *********, 

  We have received your BBB, and are very sorry to learn about your experience. We did forward this to our manager Ashlei. They were going to partner with *** *** to finalize your prescription and get clarity on the rx issue, as well as order a 6 month supply of contacts. We do apologize for any inconveniences caused by your experience with us. If Ashlei has not already, they should be touching base with you soon! 

  Sincerely,
  Customer Resolution Team
  LensCrafters 
  
  

  
  
  

• Initial Complaint

  10/27/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On September 29, 2021, I uploaded my optometry list and placed an order for prescription sunglasses on Ray-Ban's official website. It has been nearly a month since Sep 29, and I have not received sunglasses. Typically, I should receive Sunglasses within 2 weeks after placing an order. I have been sending emails to Ray-Ban to cancel this order, But ray ban always told me to wait a few more days to receive it. I need ray ban to give me a refund immediately. I don't want to waste my time waiting for this pair of sunglasses. My order number is ********

  Business response

  10/28/2021

  Hello ********,

  We have received your BBB, and are very sorry to learn of your experience. I have contacted our online team and asked them to cancel your order, as well as reverse the authorization on your account. Both have been completed, and you should receive your funds back within the next 5-7 business days, depending on your payment method. We apologize for any inconveniences caused by this! 

  Sincerely,
  Customer Resolution Team
  Ray-Ban
  
  

• Initial Complaint

  10/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am an employee of **** ************ in ***** **** **. My employer sources safety glasses under contract from your ********** location. There is no cost to the employee with an approved voucher from **** and current prescription. During a visit on October 11, I was told that a copy of my identification was required for your "files" but Jasmine could not articulate the purpose of a permanent photo record. I have worn prescription safety glasses for more than 30 yrs. and a permanent photo for a provider’s records is not required to obtain eye glasses. I further insisted to Jasmine that I wanted to “opt-out” of this so called requirement and was told that I could not do so. I demand permanent removal of my photo identification from your files. In this age of data breaches and identify theft there is a paramount need to protect personal information and I take every effort to that end. I only provide personal information for bonafide business purposes; not convenience, customer service or the like. A permanent copy of my photo identification for employer provided eyewear is not a necessity to provide this service. I look forward to your response and will consider other avenues of relief if my demand for removal of my photo identification from your data processing system is not granted.

  Business response

  11/03/2021

  Hello *** ********,

  We have received your BBB, and are very sorry to learn of your experience. We did forward this to the franchised location to address. They have stated that they replied to you recently through email, and have provided their reasons for requiring the photo ID. However, they have also advised that your photo ID has been deleted from your profile. If you have any further questions or concerns, please reach back out to them via email. 

  Best Regards,
  Customer Resolution Team
  Pearle Vision 
  
  

  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.  However, it would seem that the merchant will continue to retain permanent copies of photo identification in the future with no opt-out option.   Consumers have choices and I will choose eyewear from other retailers that don't store permanent copies of photo IDs in their computer files.  

  I want to thank the BBB for their valuable service to consumers.   With so many choices when making a purchase, the BBB can be relied upon to make informed decisions based upon your rating system and number of complaints.   Your ranking is superior to others because there is years of trust built-in.  
  
  Regards,
  
  **** ********

  ****** ****** ****** ****
  

• Initial Complaint

  10/23/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a pair of sunglasses and *** and the United Post conspired to return the item indicating the address was not correct. I want a refund.

  Business response

  10/27/2021

  Hello ****, 

  We have received your BBB, and are very sorry to hear that you did not receive your order! After reviewing your order, I see that the shipping company was unable to complete the delivery and the package was returned to our facilities for a refund. To view this information, please click the following link: ************************************************************************************
  
  

  A request for the credit/refund was processed to your original payment method on 10/23. Depending on which financial institution the payment card is associated with will determine how fast the credit will post on to your account, but this typically ranges from 7-10 business days. We apologize again for your experience! 

  Sincerely,
  Customer Resolution Team
  Sunglass Hut
  
  

   

  Customer response

  10/27/2021

  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 Company Representatives are liars. First they indicated the refund would be in 3 to 5 days. I do not trust that company no their representatives.

  Customer response

  10/28/2021

  Still have not received refund. This issue is not resolved.

  Business response

  11/01/2021

  Hello ****, 

  We are very sorry to hear this! I can see that we requested the refund on 10/23, and this was processed on 10/27 through ********. Once the refund is processed it typically takes 3-5 business days for the funds to be received. If you still have not received your refund after that time, we would suggest contacting ******** directly. We apologize for any inconveniences! 

  Best Regards,
  Customer Resolution Team
  Sunglass Hut 
  
  

  Customer response

  11/02/2021

  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

  10/20/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a pair of sunglasses from sunglass hut then I had lenscrafter change the frames they told me it takes 14 days I said ok on the 14 day I go to pick up glasses oh you have to wait another week theirs been a delay at this point I don't even want the glasses anymore

  Business response

  10/27/2021

  Hello ******, 

  We have received your BBB, and apologize for any delays with crafting your eyewear. Unfortunately sometimes during the crafting process glasses can be delayed due to unforeseen circumstances like breakages, or not passing our quality checks. We want to ensure that every customer receives a quality product, so again we apologize for any current delays in receiving your eyewear. You are more than welcome to request a refund for the glasses once you receive them, but we would have to wait to receive your eyewear in store before we can offer a return and refund for your order. 

  Best Regards,
  Customer Resolution Team
  LensCrafters
  
  

• Initial Complaint

  10/20/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 10/04/2021 I took a prescription to get filled at LensCrafters **** * ******* Ave. I was told that my insurance only covered a portion of the sale. I then asked them are you sure because my insurance should cover most or all. They told me that there sure but never told me they were an out of network provider. So i was told that the glasses would be ready the next day at 11 am. I then gave the cashier $158.31 cash so that I don't have to pay for them when I picked the glasses up. I got home and decided to call my insurance for coverage and they told me that LensCrafters is a non Network provider and that they should have informed me of that. The next day I requested a refund. I was refunded through my debit card and I was given the receipt. My card statement doesn't show any deposits being made and I tried numerous times to get this resolved. I also called there care service center and informed that the refund was cancelled in store. I would like a refund since no service received.

  Customer response

  10/27/2021

  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. 

  Per email from the customer:

  To whom it may concern the business LensCrafters has resolved this matter in full. On 10/26/2021 . I therefore would like for BBB cancel any further process. Thank you 
  
  Regards,
  
  ****** *******
  

• Initial Complaint

  10/18/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  August, 12 & 18, 2021 The new glasses are fine for reading but not for the computer, as I now have to sit very close to the monitor so I went back to the store the next day and they said that they would fix this so I can use it for both reading and computer work. After more than one month of waiting, I received the new set of glasses and I noticed that I cannot see anything on the computer screen unless I constantly wobble my head in order to find the focus. That is not possible. Marcel told me that I can buy another set for another $ 400. I left the glasses at the store as they are worthless for me. I also bought glasses for driving at $ 400 and they work fine. I now use my 5+ year old glasses for the computer and it works fine and I bought at Walgreens 2 set of glasses for $19.99 in total, that I use for reading with 3.25 magnification. The staff should have explained in the beginning that I need 2 sets of glasses. One for reading and one for the computer but they never did.

  Business response

  10/27/2021

  Hello ******, 

  We have received your BBB, and are very sorry to learn of your experience. We have forwarded your comments to our management team, who have let us know that they went ahead and provided you with a 100% refund so that you could have your glasses crafted elsewhere. You should receive this refund within the next 3-5 business days, if you have not already. We are sorry we could not complete the glasses to your satisfaction! Have a great rest of your week! 

  Sincerely,
  Customer Resolution Team
  LensCrafters 
  

  Customer response

  10/27/2021

  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

  10/18/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ordered a pair of prescription Sunglasses online which I received but when I put them on I noticed the left lense was much darker than the right lense. It was so bad I could not use them so called Lensecrafters to have a new pair sent. A few days later I receive an email saying that they need to confirm what my order actually was for. So I call back and email to confirm my original order that they already had.  A week goes by and I receive another email stating they dont have my prescription. What the heck, they obviously have everything because they already processed my order once. So now I have to call back again but this time I insist on talking to a Supervisor. Wow, that was a huge mistake!! Get someone named Jeff that was rude and condescending. Interrupts me and raises voice to tell me to stop interrupting him. Would not listen and was by far the worst customer service person I have ever dealt with. I finally just hung up on him and called back and again.

  Business response

  10/18/2021

  Hello ******, 

  We have received your BBB, and are very sorry to learn about your previous eyewear. Unfortunately at this time part of your original eyewear order is out of stock, and due to this, we could not set up a replacement order. I have reviewed your account, and per your request, our escalation team has refunded your account ($19.55), as well as released your insurance benefits. You would have the option to set up another order with an alternate lens option, but unfortunately we cannot process your order with a different lens option than was selected initially. We do apologize for any inconveniences! 

  Sincerely,
  Customer Resolution Team
  LensCrafters 
  
  

• Initial Complaint

  10/11/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order on Ray-Ban.com for a pair of sunglasses item ****** on 2021-07-17. The company charged 96.52 for the order # ********. A week or so later, I reached out to inquire about the status of my order and on 08-01-2021, Rayban's Customer Care web email by Dan H. stated the item was out of stock and cound not confirm an estimated date of when the item would be back in stock. A few weeks later, I reached out again and on n 08-24-2021, Rayban's Customer Care web email by Elain L. stated the item was out of stock and could not confirm an estimated date of when the item would be back in stock. The same day, I requested the order to be cancelled and asked for a refund. On 8-26-2021, Ray Ban through customer care email address by Austin S. confimed the request and said the credit was being issued. No credit was refunded, and a few weeks later I reached out again for update. On 9-19-2021, Ray Ban's customer care email address by Tee W. confimed that the payment was not released.

  Business response

  10/12/2021

  Hello ******, 

  We have received your BBB, and are very sorry to learn that you have not received your refund. After researching your order, we can see that we processed a refund to your account through PayPal on 9/02/21. If you still have not received your refund we would suggest contacting PayPal directly. They should be able to refund your account or release any pending authorizations on your account. We apologize for any inconveniences! 

  Sincerely,
  Customer Resolution Team
  Ray-Ban 
  
  

*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. ↩