ComplaintsforLuxottica Retail North America Inc.

• Initial Complaint

  08/16/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a pair of bi-focal eyeglasses at this store on April 26, 2021 I noticed when I tried using the reading part of the glasses (lower insert) that I could not read anything. Since I was wearing a mask due to Covid I attributed the problem to my mask. I no longer need to wear a mask and found that the reading panel of the eye glasses is not in the proper place and that my vision is obstructed by this error on the part of LensCrafter's Optometrist. I have contacted the store several times and been told that, because I am not within the 30 day return policy, they can fix the problem for a fee. I feel because it is their error I should not have to pay a fee. Would really appreciate you contacting the store and suggesting that they do the right thing and provide good customer service. Thank you for your help. ********* ********

  Business response

  08/23/2021

  Hello *********, 

  We have received your BBB, and are very sorry to learn of your experience. I have forwarded this to our Management team who have stated that they would take care of this. If they have not already, someone will be reaching out to you shortly to assist you further. Please let us know if you do not hear from a member of our team within the next few business days. 

  Have a great week! 

  Sincerely,
  Customer Resolution Team
  LensCrafters 
  
  

  Customer response

  08/23/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. The local LensCrafter store has contacted me to let me know that they will repair my glasses at no charge. Will follow up after my visit tomorrow.

   

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

• Initial Complaint

  08/13/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I took my Oakley Metal Plate frames to ****** ******* in **********, IN to have lenses put in (early July, 2021). My frames were apparently "lost" in transit. The stores solution is to offer me frames from their store and put lenses in those. The problem here is that ****** ******* doesn't sell any frames that are of the same quality of the ones I had. That's not fair. Their other solution is to refund the money I spent on the lenses, have me go buy the frames again and they'll put lenses in for free. Two problems with this. 1. I'll have to shell out a significant amount of my own money to buy the frames because the money I spent on lenses isn't the same cost. 2. If I buy expensive frames again (using some of my own money) why would I give them my frames again to "lose?" I want my money refunded that I paid for the lenses and I want the same frames that I gave to them. This is the fair solution that will put us back to a time before I tried to do business with them.

  Business response

  08/18/2021

  Hello *******, 

  We have received your BBB, and are very sorry to learn that your frames were lost. I have spoke with the Regional Manager and they have shared that you were provided with our policy ahead of time, which states in the event that your frames were lost or broken, we would replace them with any frame accessible in our brand inventory. You agreed to move on, and we sent your glasses to be made. Unfortunately we were notified by the lab that your frames were not received and considered lost. Our only two options we can provide in this type of situation is, as stated previously, we can allow you to pick any accessible frame from our inventory, and we will place the lenses into this frame, or we can refund the order of lenses, and once you purchase a replacement frame, we can put new lenses into this frame free of charge.  Please let us know which resolution would be more favorable. 

  Best Regards,
  Customer Resolution Team
  ****** ******* 
  
  

  Customer response

  08/18/2021

  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.

  If I was given something, it was only in writing because nobody verbally explained this policy to me.  Had they, I wouldn't have gone through with this purchase.  As the customer, I should never bear the blame/cost for something done out of my control.
  

  This is not an equitable solution.  ****** ******* has a limited selection of frames, none of which are anywhere near the quality of the ones of mine they lost (nor do the styles look as good on me).

  I want my frames replaced and my money back.  This will put us back to the time before I walked into the store.

  I also find it disheartening that a customer, who purchased multiple pairs of glasses there, would be treated this unfairly.  I found out that it's at the discretion of the store management whether or not they'll replace frames in cases like mine and to know that they care so little about making things right with a customer that they'll continue to recite the same policy knowing it's not fair.
  
  Regards,
  
  ******* *******
  

  Business response

  08/25/2021

  Hello *******, 

  We have forwarded your previous comments to the management team, and they have stated that, as of last Thursday, they agreed to reimburse you for both the frames and lenses. Please continue to work with our store's management team, and they would be able to assist you further. 

  Best Regards,
  Customer Resolution Team
  ****** ******* 
  
  

  Customer response

  08/25/2021

  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'd like to add that the resolution plan is acceptable but still in motion.  Per our agreement, I dropped off the receipt for my frames and am supposed to be paid by check in 4 - 6 weeks.  The lenses will be refunded to my card when the manager of the store gets in today (8/25/21).
  
  Regards,
  
  ******* *******
  

• Initial Complaint

  08/11/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered contacts from lenscrafters.com using my vision insurance and hsa card. I opted to pay for 2 day overnight shipping. 4 days later I called and was was told after waiting on hold for 30 minutes. I was informed the order was "hung up" in their system. I was told they could start a new order over and cancel the other order. I said cancel the order and issue me a refund. I noticed on 08/10 my HSA was now charged, not just authorized for the $107.95 plus my insurance is now refusing to pay for contact as they said I had received them from Lenscrafters.com. I called lenscrafters again today and of course they tell me I was never charged. I informed them off the fact it's now a charge on my HSA card. They of course keep saying there a supervisor working on it. I want my money back and lenscrafters to call my insurance and tell them it was a fraudulent insurancee claim so I can get my contacts.

  Business response

  08/13/2021

  Hello *****, 

  We have received your BBB, and are very sorry to learn about your experience. We have researched your issue and can see that we did initially advise that your order was too far along in processing and could not be cancelled when requested on 8/4. However, once the order shipped and you contacted us again on 8/11, we refunded your order and sent your insurance reimbursement request to our back office team. Your insurance claim has been voided, and your benefits have been reinstated as well today. We do apologize for any inconveniences this may have caused. 

  Have a great weekend, 

  Sincerely,
  Customer Resolution Team
  LensCrafters Online 
  

  Customer response

  08/15/2021

  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

  08/10/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  i bought prescription glasses and they are still under warranty, i filed a claim with them and was told that i need to go in store to get them fixed and no store will help me since they were bought online. when i chat with Rayban after sales and warranty claims i was told to call a number and the number keeps on ringing and they when i got someone they hung up on me. my glasses have a chip in them the frames wont stay tightened. they claim that the warranty is 24 month and the glasses arent that old

  Business response

  08/13/2021

  Hello *****, 

  We have received your BBB, and are sorry to learn about your glasses. Please contact our chat team at the link below, and they would be able to assist you further with your prescription lenses. Our Warranty does guarantee your frame for 24 months from manufacturer defects, but as our warranty team advised through chat, they do not cover prescription lenses. However, you are still able to submit a claim for your frames if you desire through their portal, as well as send our team a chat online about the lenses. Our chat hours are, Monday-Friday 9:00am-4:30pm EDT. 

  Ray-Ban Chat Link: *************************************************

   

  Have a great weekend, 

  Sincerely,
  Customer Resolution Team
  Ray-Ban 
  
  

  Customer response

  08/13/2021

  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. When I chat i was told to call, and every time that I call, I get hung up on and no answers. I submitted a claim and got the attached response. 
  
  Regards,
  
  ***** ********
  

  Business response

  08/17/2021

  Hello *****, 

  We do apologize, but our manufacturer warranty does not cover prescription lenses, and they have stated that the damage to the frame/lenses is not caused by a manufacturer defect. We can provide you with a 30% discount code to replace your order, but unfortunately that would be our best offer. 

  30% OFF Code: *****************

  Best Regards,
  Customer Resolution Team
  Ray-Ban 
  
  

  Customer response

  08/17/2021

  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

  08/05/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/25/2021 I called LensCrafters who verbally assured me they could make a pair of high powered glasses for me to wear in preparation for my cataract surgery evaluation at the end of July 2021. Then in mid July 2021, they suddenly did not know when they would get my eye glasses ordered in. I rescheduled my cataract surgery evaluation appointment for August 6. Now suddenly again they do not know when they will get in my glasses. I told them several times to contact the manufacturer of my glasses, to impress that a medical appointment is hinging on these glasses. I also suggested I could pay for overnighting the glasses but am now being told that they are already in the mail and noone has any idea of when they will get in. I've had to reschedule my cataract surgery for a THIRD time again. My surgeon and Optomotrist are NOT happy with LensCrafter's performance/customer service with me and they feel that I have been lied to by LensCrafter's staff.

  Business response

  08/23/2021

  Hello ********, 

  We have received your BBB, and are very sorry to learn of your experience. I have contacted the store and they have informed us of the following: The issue has been resolved.  This complaint was done on the first pair that was ordered. ******** had a higher prescription of, -20-/-20, and the lenses could only be ordered in ********. Due to product shortages and the prescription, this took 3-4 weeks to come in. Unfortunately she still could not see and her Doctor had to drop the prescription down to, -18.5/18.75. The second prescription has been ordered, and she is aware of delays. We have been in contact with her every couple of days!

  Sincerely,
  Customer Resolution Team
  LensCrafters 
  
  

  Customer response

  09/08/2021

  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.

   

  THESE PEOPLE DIRECTLY LIED TO YOU BBB!

  
  

  On Tuesday, September 7, 2021, 04:54:31 PM EDT, ******** ****** ********************* wrote:

  
  

  
  

  This case WAS NOT RESOLVED and GOT WORSE!  You all need to investigate the fact that LensCrafters has LOST my replacement glasses!

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

  Business response

  09/08/2021

  Hello ********, 

  We are very sorry to hear that your glasses were lost by the lab. When we provided the information to you, this was accurate, but again, we do apologize that your replacement glasses were indeed lost. Management has advised that due to this issue you were provided a complete refund, as well as a new pair of replacement glasses for free. We hope to have your new glasses to you soon. If you have any questions regarding your replacement pair, please contact your local LensCrafters team. Have a great week, and thank you for your patience. 

  Sincerely,
  Customer Resolution Team
  LensCrafters 
  
  

  Customer response

  09/09/2021

  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.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ******** ******

   

  1) Your Corporate model does not allow me to hold any of you accountable via phone call and even by digital communications.  

  2) Your Executive Team is completely unavailable to hold lab vendors accountable for their negligence

  3) I still don't have my refund so NO THIS IS NOT RESOLVED OR SATISFACTORY IN ANY WAY SHAPE OR FORM!

  Business response

  09/10/2021

  Hello ********, 

  We do apologize again, as we definitely never intended for your experience to turn out poorly. We do have multiple means of communication with our customers, either through email, chat, or our complaint forms, which can be found online, or by contacting our customer service. For store issues, we typically leave this up to the store management to resolve, as they have the most insight to view orders from their own store and correct this. As for accountability, we are providing you with a complete refund, as well as a free replacement pair of glasses, due to the issues that have occurred with your orders. You should receive your refund within 7 business days of us processing the refund, depending on your financial institution. Please let myself or the store team know if you do not receive your refund after 7 business days. If you have any questions regarding your replacement order, please contact your local store. 

  Have a great weekend, 

  Sincerely,
  Customer Resolution Team
  LensCrafters 
  
  

  Customer response

  09/13/2021

  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,
  
  ******** ******

   

  Corporate accountability for the overall quality of the vendors contracted with and their customer outcomes is cornerstone of business in the United States of America.  Executive Team non-access is NOT a part of that cornerstone.  I still have not received ANY REFUND, I have noone to contact Executively to hold the local stores accountable and the Corporate Customer Service is a service by the Executive Team that is designed to take customers wanting Executive Team accountability and put them in a black hole of non-access, non-response.  It's designed to "protect" the stores, their Executive Team, and their lawyers from angry customers.  This is the worse corporate structure I have ever personally/professionally come across.  Probably the only way this corporation will ever pay attention fully to TRUE corporate accountability is when they or their vendors trigger a full Class Action Lawsuit.

  Business response

  09/16/2021

  Hello ********, 

  We do apologize again. I have contacted management who let us know that your refund has been processed, and you should see this within the next few business days. Please let us know if you do not receive your refund within the next 5 business days! 

  Sincerely,
  Customer Resolution Team
  LensCrafters 
  
  

  Customer response

  09/17/2021

  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,
  
  ******** ******

   

  STILL have not received REFUND promised and you are not answering my larger Corporate/Executive Team CONCERNS for transparent ACCOUNTABILITY!  CLASS ACTION LAWSUIT needed here...

  Business response

  09/29/2021

  Hello ********, 

  We do apologize again, and have taken your feedback into consideration. Our management team has let us know that the lab did find your frame, and that you were coming in this past Sunday to pick up your frames. Our team has stated that they would still be able to offer the free replacement pair as well, although we would require a valid prescription. If you have any further questions, feel free to reach out to your local LensCrafters. 

  Sincerely,
  Customer Resolution Team
  LensCrafters 
  

  Customer response

  09/30/2021

  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,
  
  ******** ******

   

  I still have NOT RECEIVED A REFUND promised as of 9/30/2021!  Why on earth would I accept a "replacement" pair of glasses from you all when you all screwed up everything in the first place?!  You people are INSANE.  Do same CRAP and expect different results!  NO EXECUTIVE TEAM ACCOUNTABILITY!

  Business response

  10/11/2021

  Hello ********, 

  We apologize for the delay in responding, we were making sure the refund was successful before replying. After researching we can see that our refund to you was processed on 9/16/21 to your **** card ending in **** for the amount of $15.86. $102.80 out of the $118.66 refund was returned to your insurance provider, which left the $15.86 to be returned to your **** card. You may have missed this refund, so we would advise rechecking your account. We have also provided both your return receipt as well as a screenshot from our **** ** ******* which shows the processed refund in this reply. If you still do not show a refund you would need to contact ******** *******, or dispute the charge and we will work with ******** ******* directly through their dispute to confirm the refund was processed, and so that you can receive those funds. Have a great week! 

  Sincerely,
  Customer Resolution Team
  LensCrafters 
  

• Initial Complaint

  08/05/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On June 5, 2021 I purchased a pair of Oakley Sunglasses from the Sunglass Hut for $203.00. By June 20, the frame broke. I tried to take them back to the Sunglass Hut to find out what they could do for me. They told me to email '[email protected]' and they will tell you what steps to follow. Also, I was told that it would cost me an additional $100 to get them repaired. I just bought them and they are under warranty. I emailed customercare@oakley, sent all the photos and receipt they requested and they were to answer me within 5 working days. I did receive a Service Request No. ******. Heard nothing. So, on July 12 I emailed them again and asked for help. I also emailed Jane L***** of Luxottica on July 12 and have not received any communication from anyone. I am totally frustrated and without a pair of expensive sunglasses to wear. Please help!! Regards, *** *********

  Business response

  08/06/2021

  Hello ***, 

  We have received your BBB, and are very sorry to learn of your experience. I have contacted our Warranty team, and they have stated that you only need to log onto the Warranty website, where you submitted the claim, to accept our replacement offer code, a 100% off code for Oakley.com. If you have any further questions feel free to send our Warranty team a chat at the link below. 

  Warranty Chat: 

  Sincerely,
  Customer Resolution Team
  Luxottica North America
  
  

   

  Customer response

  08/07/2021

  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.

  My reason for not accepting their offer is the fact that I have done what they had asked me to do in the very beginning and I received no response from the three emails I wrote and all the attachments that I sent in. But, as soon as I contact the BBB, they respond and want me to go through their Warranty Dept. and to me, that is not acceptable.  Therefore, what I would like is to be reimbursed for my pair of broken sunglasses and that's it!  That's what I would like for them to do as I have been waiting since June 23 for a response from them. 

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

  Business response

  08/13/2021

  Hello ***, 

  We are very sorry to hear this again. We have looked into your emails, but do not see any unanswered emails from you. We only see the two service requests, which were both replied to you on 7/12, and 8/2, and each advised to contact our warranty team directly . Unfortunately we cannot provide a refund for this type of issue, but as we stated previously, you are more than welcome to log onto the warranty portal to accept your 100% replacement code offer. 

  Have a great weekend, 

  Best Regards,
  Customer Resolution Team
  Oakley 
  
  

  Customer response

  08/18/2021

  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. Have just ordered my replacement pair but it was an Act of Congress to get thru and actually fill the form out. One bad thing is that I had to put the charges on my credit card even though it showed that it was a $0.00 balance.  Told me that I should see the charges reversed in a few days. Don't worry...I will be certain that they are reversed or I will call my credit card company and take further action.  Estimated delivery of order is August 26.

  Thanks for your help in intervening with my problem.
  
  Regards,
  
  *** *********
  

• Initial Complaint

  08/05/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Please review LC Complaint to better understand the situation. All other attachments are supporting documents to the complaint. This is a multi-level, complex problem.

  Business response

  08/18/2021

  Hello ********, 

  We have received your BBB, and are very sorry to learn of your experience. After researching, Order# ************* is from November, so unfortunately we would have had no way to refund that order when you called back in June. We can see you were charged in June and refunded, but are now requesting a credit for the November order, which is not something we can do with our current systems. However, we can offer another remake for the November order online. Please just send our team a chat at the link below with your previous order number, and we can get this set up for you. 

  LensCrafters Chat Link: **********************************************************

  Sincerely,
  Customer Resolution Team
  LensCrafters 
  
  

   

  Customer response

  08/25/2021

  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 decided to postpone reaching out until I verified the correct shipment. 
  
  Regards,
  
  ******** *******
  

• Initial Complaint

  08/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i sent a pair of oakly sunglass in ********** was sent a replacement code that is no good guiyingyin need to code that work or refund

  Business response

  08/06/2021

  Hello ***, 

  We have received your BBB, and are very sorry to hear that your experience did not meet expectations. I have reviewed your RMA/Warranty claim, and this is still under review, and has not been resolved. At this time no code has been provided to you from our team. Our team will email you once they have an answer for your claim. Please continue to work with our warranty team for a resolution. 

  Sincerely,
  Customer Resolution Team
  Luxottica North America
  
  

  Customer response

  08/06/2021

   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,
  
  *** ******  They did send me a code which I provided to you guys in the picture of the email but the code is no good so I don’t know why they’re saying that they have not sent me a code when they did it
  

  Business response

  08/06/2021

  Hello *****

  Yes, you were sent an email which states that the status is: In Process, and that your frames are under warranty. It also states that you will receive a promotional code, but this has not been sent out yet, and your claim status has not been closed. Our team will email you once they are finished. If you have any further questions, feel free to send our Warranty team a chat at the link below.

  Warranty Link: 

  Sincerely,
  Customer Resolution Team
  Luxottica North America
  
  

  Customer response

  08/06/2021

  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,
  
  *** ******As you can see by the letter that I am providing they are lying they sent me a code for the replacement so that they were going to close the claim as you can see my name is clearly on it and it’s from ********* so all I need to do is provide me a code or send me a replacement check for the money and I could purchase them myself
  

  Business response

  08/12/2021

  Hello ***, 
  

  We do apologize again, no lie has been told, and your claim is still in process as statedon the picture you provided, as well as my last response. As we stated previously, they have not provided or emailed you a code for your claim yet, but I have contacted them again this morning for an update, and they have sent me the code that would have been sent to your email for this claim. The discount code is below. We do apologize again for the delay in closing your claim, and providing your discount code. Please note that since you have been provided the code through here, your claim will be closed, and the code will not be provided again through our Oakley Warranty team. 
  

  100% OFF Code: ******************

  Sincerely,
  Customer Resolution Team
  Oakley After Sales 
  
  

  
  

  Customer response

  08/12/2021

  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,
  
  *** ******I tried to use the code the code would not let me do an identical replacement for what I sent in under warranty I had to go with another pair that would let they would let me order the ones I wanted the site would not let me order or I could not do a custom pair which this is a custom pair that I sent in for warranty so I had to settle with the second best and couldn’t get water actually I wanted
  

  Customer response

  08/18/2021

  I did go down and pick the Oakley is up at the Oakley store but when I went to order them they would not let me order them what I wantedI had to settle for what was available from them to send out not even close to what I sent in for the warranty repair so my suggestion in the future is the customer should be able to order exactly what they had for the warranty replacement but the system will not let you do it nor it tells you that you cannot order these particular models

• Initial Complaint

  07/29/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I returned a pair of sunglasses to Sunglass Hut - ****** on 7/10/2019. The manager Alanna said $75.41 would go back on my debit card and $78.67 would be sent to me via check. I told her that I used a debit card to purchase my item and it wouldn't be able to go back on the card, but she said it would be okay. It has been over 2 years and I still have not received my refund from sunglass hut. I've called Sunglass Hut corporate on 9/29/19, 1/6/20, 7/6/20. Most times they would tell me to call the ****** location and vice versa. On 7/17/2020, I received an email reply from SunglassHut corporate saying they issued a check and to allow 10-14 days for the refund to appear on my bank statement. No amount was refunded to my debit card and no check has been received. If needed, I can provide my bank statements from 2019 to the present showing no refund.

  Business response

  08/03/2021

  Hello *****, 

  We have received your BBB, and are very sorry to learn of your experience. We are looking into why you never received this, and will process a new check for you. This will come addressed from 'Luxottica', so please be on the lookout. Again, this check can take up to 14 business days to receive in the mail. We sincerely apologize about the delay! 

  Best Regards,
  Customer Resolution Team
  Sunglass Hut 
  

  Customer response

  08/03/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and if the check issued to me is my entire refund amount of $154.08, I find that this resolution is satisfactory to me.
  
  Regards,
  
  ***** ****
  

  Customer response

  08/25/2021

  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,
  
  ***** ****

  Problem:
  I submitted a complaint on 7/30/2021 (ID********) against Sunglass Hut - ****** (Luxottica Retail North America Inc.) On 8/3/2021, Luxottica Retail North America Inc. responded to my complaint stating that they would reissue my check and in up to 14 days, I would receive the check in the mail from Luxottica. As of today, 8/24/2021, I still have not received my check for $154.08 (my entire refund amount). I have attached the messages from case ID******** and my receipts showing the purchase and return. If needed, I can provide my bank statements from 2019 to the present showing no refund.
  
  
  Desired Resolution:
  Refund
  

  Business response

  08/31/2021

  Hello *****, 

  We believe you, and are very sorry to hear that you have not received this. I have asked that another check be sent to you today! If this check does not arrive, we may ask to a different address. Please let us know if you do not receive your check shortly. 

  Best Regards,
  Customer Resolution Team
  Sunglass Hut 
  
  

  Customer response

  09/13/2021

  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,
  
  ***** ****

  Problem:
  My original complaint number is ********. I submitted another complaint/message on 8/25 about not receiving the refund check of $154.08 from Luxottica Retail North America Inc. I received a response from Luxottica Retail North America Inc on 8/31 about them reissuing a check to me. As of today, 9/10, I still have not received my refund check of $154.08 at 320 Calle Lupita, San Luis Obispo, CA 93401. I can provide my bank statements from 2019 to the present showing no refund.
  
  
  Desired Resolution:
  Refund
  

  Business response

  09/15/2021

  Hello *****, 

  We are so sorry to hear this. Do you perhaps have another address we can try sending this check to? Also, due to your experience we are offering a 100% Off Code, for our online website, so you can receive a free pair of sunglasses, up to $500. We are very sorry for any delays or inconveniences caused by this! 

  100% OFF CODE: *************

  Sincerely,
  Customer Resolution Team
  Luxottica North America
  
  

  Customer response

  09/22/2021

  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 still have not received my refund check of $154.08. In regards to Luxottica sending my refund check to a new address, they can send the check to ***** ** ****** *** ********* ** *****. Once I've received the check, I will accept their response to my complaint.

  Regards,
  
  ***** ****
  

  Business response

  09/23/2021

  Hello *****, 

  Thank you for proving a new address. We have made the changes to the address, and will ship the check out to this new address very soon. We also agree, we will not consider this resolved until you receive your refund. 

  Sincerely,
  Customer Resolution Team
  Sunglass Hut 
  
  

• Initial Complaint

  07/29/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order: ************ I received the item and it is very flimsy and did not come with a hard case. I reached out to customer service, stated my issues and they won't do anything for me.

  Business response

  08/03/2021

  Hello ******, 

  We have received your BBB, and are sorry to hear that your experience did not meet expectations. After researching your order I can see you ordered a custom ****** product. Custom ****** products are manufactured specifically to the customer’s personal requests and is unique to our general stock. We apologize, but custom ****** products are all final sale, and cannot be refunded. At this time all of our frames come with ****** sleeves, but you can purchase other styles of cases from our website if you wish! 

  Best Regards,
  Customer Resolution Team
  ******
  
  

  Customer response

  08/03/2021

  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,
  
  ****** ********
  

*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. ↩