ComplaintsforLuxottica Retail North America Inc.

• Initial Complaint

  07/29/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a pair of sunglasses on June 8th, 2021 for $128 (order number *********. The estimated delivery date was June 16th, 2021. It's been almost 2 months from my original order date. I track the package on Ray Bans site and receive a message saying "Order update: your parcel will be delivered slightly later than the original date estimated." There is no option on their website to cancel the order so I tried calling 3 times - once on 7/18/2021 and twice on 7/29/2021. All three times I wait for ~10 minutes only for the line to disconnect. I then tried their mobile phone chat feature but was never connected to a representative. I'm beyond frustrated and only want to cancel the order since there is no clear indication when or if I will ever receive it.

  Business response

  08/03/2021

  Hello ******, 

  We have received your BBB, and are very sorry to learn about your delayed order. I have looked into this today, and can see we are currently out of stock for this particular frame. I have asked our online team to go ahead and process a cancellation, as well as a reverse of your authorization charge. This should be completed within the next 3-5 business days. We do apologize again for your experience!

  Best Regards,
  Customer Resolution Team
  Ray-Ban 
  
  

  Customer response

  08/03/2021

  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

  07/28/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Yes I have an issue with employee Brian at LensCrafters’s in ****** park mall/shopping center. I’m a existing customer and I asked Brian for a cloth to wipe my lens off. That’s when Brian started yelling at me about a mask and attempting to physically put me out of store which was humiliating. I just asked Brian for a cloth to wipe off my lens. At this point that’s when Brian snatched my frames out of hand and started spraying Alcohol on them wiping frames and lens aggressively Sabotaging my expensive designer frames and lens.

  Business response

  08/04/2021

  Hello *******, 

  We have received your BBB, and are very sorry to hear about your experience. We have reviewed the interaction and can see that your glasses were cleaned with our lens cleaner only, which is sold in all our stores, and used to clean all of our glasses. Our lens cleaner is made so that it only cleans lenses and would not cause your lenses or frame to fade. We also ask all customers that come inside without a mask to please put one on if available. We do apologize again for your experience, but unfortunately we cannot offer a free replacement or repair for this type of issue. 

  Best Regards,
  Customer Resolution Team
  Luxottica North America
  
  

  Customer response

  08/04/2021

  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

  08/10/2021

  I have an issue with employee Brian that works at lens crafters. I just asked to have my lens wiped off. Thats when Brian Snatched my frames out of my hand and sprayed entire frame with Alcohol damaging my expensive designer frames. I only asked to have lens wiped off. Brian wiped entire frame out of Frustration for what every reason. Brian was just flat out rude and unprofessional to me.

• Initial Complaint

  07/28/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I tried to place an order with Sunglass Hut online. I had a coupon code for 15% off but it wasn’t working. I emailed Sunglass Hut and they responded with a new coupon code. This code would not work either, so I emailed them again. They responded and told me to call them. I called and the girl I spoke to told me to place the order with her at full price and then she would refund me 15%. I placed the order June 24. I waited and never got the refund. I then emailed 2 more times over the last month and both times was told they would send my refund again and I still have not gotten it.

  Business response

  08/03/2021

  Hello ******, 

  We have received your BBB, and are very sorry to hear that you have not received your partial refund. I have contacted our online team, and asked them to process your 15% refund today. You should see this reflected in your account within the next 3-5 business days, depending on your financial institution. We apologize again for the delay! 

  Sincerely,
  Customer Resolution Team
  Sunglass Hut 
  
  

• Initial Complaint

  07/27/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order for some progressive glasses/lenses with prescription through LensCrafters.com I utilized my vision insurance as my husband was had given his notice to his job and I had to use my vision benefit before the end of July. I paid out of pocket an amount of $697 plus tax and insurance was picking up the rest. After the order went through, it was requested that I submit my optical prescription which I did right away. I received an email saying the order was received and that it would start to be worked on. I’ve had issues with LensCrafters before so started checking the status on it right away the next day. At that time it said no order known. I chatted someone with their CS team who said I just needed to send a prescription as it hadn’t been received, so this morning I sent it AGAIN. An hour later I received an email saying my order was cancelled. I called LensCrafters and the rep was unable to tell me why it was cancelled and couldn’t tell what the issue was at all.

  Business response

  08/03/2021

  Hello ********, 

  We have received your BBB, and are very sorry to learn of your experience. I have researched your issue and can see that your order was cancelled due to a payment discrepancy, which we did advise in an email for your cancellation. Unfortunately your payment was not completed, and a new order would have to be processed with correct information in order for us to craft glasses. However, if you place a new order where the payment completes, we can backdate your insurance claim so that your insurance can still be used. Please complete a new order, and then send our team a chat online with this order number, as well as your previous. We can then assist you further! 

  Sincerely,
  Customer Resolution Team
  LensCrafters 
  
  

  
  

  Customer response

  08/09/2021

  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 attached.
  
  Regards,
  
  ******** *******
  

  Business response

  08/13/2021

  Hello ********, 

  We do apologize again for any issues. Your order did not process due to a payment discrepancy on the customer side, which we cannot advise on our end why it did not process properly. All we can say is that your payment failed, and was rejected in our system. When this occurs it is generally due to wrong information entered like a misspelled email address, or mailing address, but again we do not see why the payment failed on our side. As we stated previously, we will backdate your claim, and process a new order, but you would have to send our team a chat, and your payment would have to be completed before we can craft glasses. 

  LensCrafters Online Chat: **********************************************************

  Best Regards,
  Customer Resolution Team
  LensCrafters 
  
  

  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.
  
  Regards,
  
  ******** *******

  the reply from the company did nothing to help with my concerns. I’ve asked for personalized dedicated assistance to ensure that when I reorder the glasses that I don’t have a similar issue and to make sure someone watches my order so it doesn’t get lost in the system. I find it strange that an over $700 order I paid out of pocket with the correct credit card number, correct name, correct address and correct everything would be rejected and no one can give me a good reason. Why wouldn’t it happen again? Also why can’t they provide someone to help me as I requested? If customer service is important it certainly wouldn’t be difficult for someone to reach out. I also requested a discount for all of this trouble as I should’ve had glasses by now. That was also not addressed. This isn’t the first time I’ve had issues with LensCrafters and I’m sure not the last. 

  Business response

  08/19/2021

  Hello ********, 

  As we stated previously, this was a payment discrepancy from the customers end, which is not something we have any control over, and we cannot offer a discount for this type of issue. Unfortunately your payment did not process, and again, we cannot advise the exact reason for the payment issue, only that your payment did not complete and in most cases this is due to incorrect payment information entered from the customer. You are more than welcome to send us a chat, or contact us by phone, and we can walk you through the ordering system, if you have any issues with processing a new order, but unfortunately we do not have anyone that can reach out to you to directly to make sure the payment completes in real time. Once your order is submitted, it is sent to payment and order processing.

  At this stage, our online system will charge an authorization fee to make sure the payment will complete once the order is crafted. Your order did not pass the payment review, and you were emailed regarding this. We would suggest placing a new order, and calling us so we can walk you through it (###-###-####), or you can send us a chat with the new order number. If for any reason the order payment does not complete again, you would receive an email advising this. We do apologize again that you are experiencing issues with completing an order, and apologize that we cannot fix this on our end. 

  Sincerely,
  Customer Resolution Team
  LensCrafters Online 
  
  

• Initial Complaint

  07/27/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased sunglasses from Sunglass Hut in ********** and decided to exchange for a more expensive pair a few days later. On 5/2/21 I purchased a pair that totaled $375.15 from the ******** store #****. After a week I decided I did not care for the glasses and returned them to the same store on 5/19/21. At the time of the return, the store rep advised that since I had paid a difference on the glasses, the initial balance of $324.15 would have to be mailed to me via check while the remaining amount of $51 would be credited to my credit card. The explanation was since I paid the difference from the first pair I exchanged, they could only refund that amount and not the full price. Today is 7/27/21 and I have still not received my check. I have spent hours on the phone with my credit card company and Sunglass Hut. My credit card has been accruing interest on this expense and all I get is a check has been mailed. No expediting, not tracking, nothing.

  Business response

  08/13/2021

  Hello ***********, 

  We have received your BBB, and apologize for any delay in receiving your refund. After researching your order, we can see that a refund check was processed, shipped and delivered to your address. This check was cashed on 7/29/21. 

  Have a great weekend! 

  Sincerely,
  Customer Resolution Team
  Sunglass Hut 
  
  

• Initial Complaint

  07/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed an order for my prescription sunglasses on 7/15/2021 I sent my prescription to them a total of 6 times due to them saying I didn’t even though I did. So fast forward a week. Placed a separate order under my husband name and same issue again. Except this time they ignored 5 different emails of mine. They kept saying they were using my prescription even though I never uploaded that one for the second order. It got to a point of having to physically write the order numbers on my actual prescriptions so they wouldn’t be confused by something so simple. I received the first order and the authenticity card prescription doesn’t even match up to my prescription I sent them. So now I’m stuck wasting my time to send these back for an exchange.. but this place takes the cake as the worst customer service I’ve ever experienced. I want my glasses refunded and remade. The time I’ve wasted has literally added up to the cost that I paid for my glasses. I don’t work for free.

  Business response

  08/03/2021

  Hello *********, 

  We have received your BBB, and are very sorry to learn of your experience. We apologize that we could not get your order correct. I have researched this issue and can see that we have processed a full refund with AfterPay for your order. You should receive those funds back very soon! We do apologize again, and hope you enjoy the rest of your week. 

  Sincerely,
  Customer Resolution Team
  Ray-Ban 
  
  

  Customer response

  08/04/2021

  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

  07/26/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 7/2, I ordered contacts from ****** *******. There were issues with the order and they said it would be delayed. I found a cheaper price at ******. Their website says they do price matching but they refused to price match. It would not let me cancel the order online. It forces you to call. I called and was told that the order was cancelled. My bank took a charge anyway. I filed a claim against the charge. The company claims they mailed it. The tracking number they sent my bank is invalid. Fed Ex confirms there is no signature from me on the delivery. My gate person at my community verifies nothing was delivered. They are trying to take $200 out of my account again and will not return any communication now. The bank is trying to help but ****** ******* keeps providing bogus tracking numbers. I have no contacts. They keep putting the charge through every time the bank marks it fraudulent. I should not have to change accounts.

  Business response

  07/27/2021

  Hello ********, 

  We have received your BBB, and are very sorry to learn of your experience. After researching your issue, we do not see any cancelled orders, we see a confirmed order that was shipped and delivered to your address, USPS tracking#************************** . In order for us to process a refund you would have to set up a return with our online team, and send them back to us. Once we receive the contacts back, we will process your refund. Please note that the contact box(es) must be unopened to receive a refund. 

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

   

  Customer response

  07/27/2021

  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.

  They have a tracking number but that package did not come to me. The delivery company does not show it delivered to my address. I am in a gated community. There is no signature confirming receipt. The retailer has inaccurate information and they have no complaint on file because they only allow you to call them in. They are trying to charge me for something that was never received by me. Period. And they know it because I emailed their VP and the VP cannot prove it was received by me.
  
  Regards,
  
  ******** ****
  

  Business response

  07/28/2021

  Hello ********, 

  Currently we do not require a signature for delivery of our glasses, but we do have a online chat team that is able to assist with issues like this, as well as an email team, and a phone team. We do not have any emails or chats from you about this issue, and we do not see any calls from you earlier than 3/30/21. The tracking number of USPS website states that it was delivered on 7/6/21 at 5:54 p.m., delivered in or at the mailbox. However, since you are stating that you have not received the contacts, we would be happy to provide a one-time replacement of your order, as well as refund a portion to correct your price match issue. Please send our team a chat off our website, and they would be able to assist you with your previous order. Our chat hours are Monday-Friday, 9am-4:30pm EST. 

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

  Customer response

  07/28/2021

  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.

  Firstly, you might not require a signature but my community I live in does. I proved that. I live in a gated community and it has to be signed for by me or a person at the gate in order for it to be left. It is part of our HOA agreement, agreement with private security company we use and no one can get past that gate. This further proves you did not send it to the right place or it was not delivered to the right place. You cannot leave anything in my mailbox. I proved this to your corporate person who emailed me back (attached)
  

  As for email communication, you do not allow cancel orders by email or online. Your website specifically says this. People have to call. I have calls from my ring central work number to prove I called and they are logged.

  You state you have no emails from me since March but I prove that wrong with the attached also confirming you cancelled my order.Your company took my complaint about my calling an order cancel on 6/29 and assigned it an incident number of ************* so I have emails from your company end of June (attached). So your company records are inaccurate.

  I do not want your contacts. I told you that. I want a full refund. I have an email from Becky S****** stating I would get a refund. Also attached/ So I expect that promise to be kept
  
  Regards,
  
  ******** ****
  

  Business response

  07/30/2021

  Hello ********, 

  We do apologize, the email address you have connected with this BBB, is not the same email address you used to speak with our online team, so this caused a little confusion when looking into your issue. I have connected with the online team, who stated they will refund your order, and this has been processed. You should receive this back to your account within the next 3-5 business days, depending on your financial institution. 

  Have a great weekend! 

  Sincerely,
  Customer Resolution Team
  Luxottica North America
  
  

  Customer response

  07/30/2021

  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. 

  Thank you for the refund. I will keep an eye on the bank acct for it.
  
  Regards,
  
  ******** ****
  

• Initial Complaint

  07/25/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I want this business to acknowledge my complaint. I bought 2 pairs in a deal and the main pair of sunglass never showed up after a week. I contacted call centre and they said they cannot fulfill and will re-ship. 2 weeks later I did not receive anything and finally called them back and they said we will give you cheque since your item is out of stock. I was like okay. But, cheque sounded vague so I went to sunglass hut location where I paid earlier and they said they will need to check & cannot refund on card. Next day, manager Charisma (outlet location ********) called us and said she can process the refund on card. We went to the location and we were refunded for the lesser amount. They said because the item was out of stock we would need to pay the full price for the other item, which is absolutely insane because we would have never bought that individually and especially paying the pull price. I asked manager that why is that and she said she cannot do it. I took refund & was gone.

  Business response

  07/27/2021

  Hello ********, 

  We have received your BBB, and are very sorry to learn about your experience. Because we have already offered a refund, we are willing to provide a 50% Off Coupon, good for our Canadian Sunglass Hut website, if you would like to place another order with us in the future. Have a great rest of your week! 

  50% OFF Code: **************

  Sincerely,
  Customer Resolution Team
  Sunglass Hut 
  
  

  Customer response

  07/27/2021

  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

  07/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  June 8th at one of your sunglass hut locations store #**** I purchased two pairs of ray-ban sunglasses, the items are ****** and ****** receipt #******* they told me the items would arrive to me within 2 business days. I called customer service on 7/13 and they advised me to contact the store as they could not find my purchase, and that they would look into it an follow up once complete (which I never heard back from them). I called the store and they advised they would look into it and follow up. Later the store manager reached out to me explaining there was a “system issue” with my order that caused it to charge me but not ship/have any record of the order being created, that they would have to refund me and I could either purchase them again over the phone or wait for my refund to my card in 2-3 business days then buy them again. I went ahead and just paid for them again but have not received my refund still. Docs attached have full account of interaction as not all info fit here.

  Business response

  07/27/2021

  Hello ******, 

  We have received your BBB, and are very sorry to learn about your experience. I can see that we submitted a refund request for you on 7/24/21, and this was successfully refunded on 7/26/21. You should receive your refund back to your card within the next 3-5 business days. We apologize for any inconveniences caused by this! 

  Sincerely,
  Customer Resolution Team
  Sunglass Hut 
  
  

*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. ↩