ComplaintsforLuxottica Retail North America Inc.

• Initial Complaint

  09/07/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Contacts Direct 4000 Luxottica Pl Mason, Ohio 45040 844-553-6737 Ordered 8-20-21 Order#************************* Incident #************* Paid $84.78 Delivery guaranteed 7-10 business days. Have emailed numerous times in an attempt to resolve this matter. Was told delivery would be on Sept 4th, 2021. Last request was for refund of money spent. No response so far.

  Business response

  09/07/2021

  Hello ********, 

  We have received your BBB, and are very sorry to hear that you did not receive your order in the expected time-frame. ContactsDirect has a shipping time of 7-10 days for standard orders. Your order is currently at 7 days, but we have went ahead and refunded the order for you today. You should see this reflected in your account within the next 3-5 business days, depending on your financial institution. Have a great week! 

  Sincerely,
  Customer Resolution Team
  ContactsDirect 
  

  Customer response

  09/10/2021

  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 your quick response.  
  
  My complaint has been satisfied and my money was refunded. 
  
  Thanks so very much.

   

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

• Initial Complaint

  09/03/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Target optical, brought frames in with prescription. Woman measuring me eyes took four tries and clearly wasn't trained . Two weeks later, glasses arrive- they aren't correct. Awful. I was told to get used to them. I gave worn glasses twenty years , I kno when there is an error in the lenses. She proceeds to finish eating, mask down, and nervously takes new measurements. I am sitting here and trying to get new ones, and i am demanding then shipped to my house. The inconveniences of coming again, because of their error is not ok. New glasses arrived WRONG and they won't refund me . Told me to come into store, I can't get there. This is not ok.

  Business response

  09/07/2021

  Hello *******, 

  We have received your BBB and are very sorry to learn of your experience. We have forwarded your comments to local management and apologize again for any issues. Unfortunately we would need you to visit and return the glasses, in order for us to process a return/refund in-store. Once you complete your return in-store, you would be refunded within 3-7 business days, depending on your financial institution. Have a great week! 

  Sincerely,
  Customer Resolution Team
  Target Optical 
  
  

• Initial Complaint

  09/02/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order number: ************* I purchased a pair of glasses on July 31, 2021. Upon purchase, I entered my insurance information. When I checked out, my information was removed and I could not change it. I contacted the company to submit the claim on my behalf because my insurance company only allows it to be done this way. I have contacted the company several times and have been told it was filed. It has not. As I look at the receipt, it says my order date is August 1, when it is not. My second issue is I purchased a pair of glasses and need to exchange them. This company says I have to completely return the product and repurchase. Doing so will cause me to lose my insurance benefits as it will change my original date of purchase. A supervisor contacted me and left a voicemail but did not leave a phone number to call back. I called the number back and received a generic recording then it disconnected. insurance coverage.

  Business response

  09/03/2021

  Hello *******, 

  We have received your BBB, and are very sorry to learn of your experience. We have reviewed your order, and apologize for any issues! At this time we do not offer exchanges, only returns and re-orders. Since the order was placed on 7/31, it can take up to 24 hours to fully process, which would be the reason your order date states August 1st. Unfortunately since your insurance benefits were terminated on 7/31/21, we would have no way to backdate or process this claim.  It is up to the customer to make sure they place the order with their insurance benefits in enough time, before they expire or are terminated, as we do not have any control over this. We do apologize again, but at this time we can only offer a return/refund. If you have any further questions, feel free to send our team a chat on our website! 

  Best Regards,
  Customer Resolution Team
  Glasses.com 
  
  

  Customer response

  09/03/2021

  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.

  I made the purchase on 7/31, so my order date is 7/31. I even received a confirmation e-mail on 7/31, so how can you change the date? It can’t be because it was not a business day because August 1 was a Sunday. How can you be an established company and consider your customers? If it weren’t for a glitch on THEIR website, I could have put in the information myself ON THE 31ST. Also, the insurance claim was never filed even after I was told it was more than once. Please file the claim based on my date of purchase. File the claim. 

   
  Regards,
  
  ******* ******
  

  Business response

  09/07/2021

  Hello *******, 

  As we stated previously, because the order was placed on 7/31, it can take up to 24 hours to fully process and confirm, which would be the reason your order date states August 1st. Unfortunately since your insurance benefits were terminated on 7/31/21, we would have no way to backdate or process this claim.  It is up to the customer to make sure they place the order with their insurance benefits in enough time, before they expire or are terminated, as we do not have any control over this. We do apologize again, but at this time we can only offer a return/refund.

  
  Best Regards,
  Customer Resolution Team
  Glasses.com 

  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. 
  

  Poor customer service

  Lack of solution

  Policies are not presented with transparency until after purchases are made. 
  
  Regards,
  
  ******* ******
  

• Initial Complaint

  09/02/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have been a customer of lens crafters for over 21 years. I purchased a new pair of prescription eye glasses earlier this year. I was talked into buying progressive lenses and also to have them apply a glare coating. I am very careful about my eyeglases since they are basically my eyes andI never put them on or in anything but there case. About a month ago I started noticing what looked like scratches on my lens. I decided to go back to Lens crafter to see what they could do about them. The representive that helped me was also the assistant manager. He informed me that it was not scratches but discoloration marks of the glare protectant and I must have gotten something on the glasses to cause that and there was nothing he could do about this pair then he tried to sell me a brand new pair. This was a manufacturers defect with there protectant not some mystery substance that supposedly got on the inside of the glasses. Im on Social Security and I cant afford $300 for another pair

  Business response

  09/07/2021

  Hello *******, 

  We have received your BBB, and are very sorry to learn of your experience. I have contacted Management in your area, and they have let me know that they will be contacting you to resolve this issue. Either our manager Ed or Kisha will be reaching out to you with more information soon. Please let us know if you do not hear from them within the next few business days! 

  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 find that this resolution is satisfactory to me. 
  
  
  Regards,
  
  
  ******* ******** 
  
  

• Initial Complaint

  09/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/9/2021 I visited Lenscrafters for a eye exam and to get new contacts. During my visit I was told I had to pay 107.10 for a contact lense fitting. The doctor did the exam and then told me my right eye changed slightly, but she didn't have that prescription in, so she gave me my exact same prescription. I have been wearing the past 8 years. She told me I had to wear them for a week, come back and she would finalize my prescription. I didn't go to that appointment, because I felt like she didn't do a actual fitting. I didn't need one any way. I called and ask for my prescription so I could go somewhere else to get my contacts, since my yearly eye exam was used. They refused to give me my prescription. I basically paid them 107.10 for the exact same prescription. I even brought them my boxed from my prescription.

  Customer response

  09/01/2021

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

  Business response

  09/03/2021

  Hello ****** 

  We have received your BBB, and are very sorry to learn of your experience. We have contacted your local store and spoke with management. They have let us know that you were a new patient with this office, and doctor. Some Optometrist will require new patients to visit for a follow-up exam, so they can check your vision and confirm, or change, your prescription. This doctor is requiring you to visit for a follow-up exam in order to provide your prescription. They stated that they contacted you on 8/22 to advise this information as well. You can contact/visit our team to finalize your exam, but we will not provide a refund or prescription without this follow-up and completion. 

  Best Regards,
  Customer Resolution Team
  LensCrafters 
  
  

  Customer response

  09/03/2021

  Better Business Bureau:
  They did not give me new contacts, they put me in the same exact ones, that I have all ready paid for a fitting at my previous eye doctor!!! Again, has This doctor gave me what was my new prescription, then ok, but she didn't. So why do I have to pay for a fitting for contacts I was all ready prescribed over a year ago, new patient or not.
  
  
  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,
  
  
  ***** *********
  
  

  Business response

  09/07/2021

  Hello ****** 

  As we stated previously, you are a new patient with this Doctor, and all new patients are required to have a follow-up appointment to confirm their prescription. This is an Independent Doctor of Optometry, so unfortunately we cannot resolve this without you visiting their office for a follow-up appointment. If you have any further questions, feel free to reach out to the Doctor's office directly. 

  Best Regards,
  Customer Resolution Team
  LensCrafters 
  

  Customer response

  09/07/2021

  Better Business Bureau:
  So because it is a doctor of optometry, they can take my money and not provide a service? Well that is about as unethical as it can get.
  
  
  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,
  
  
  ***** *********
  
  

• Initial Complaint

  08/31/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am 72 years old and was in desperate need of new eyeglasses. I went to my doctor and got a prescription for new glasses. On July 14, 2021 Lens Crafters took my prescription and said the glasses would be ready in 1-2 weeks. I paid them $513.00 up front. It is now August 24, and still no glasses. I call every few days to ask where are my glasses. Each person gives me a new excuse for a delay, the store manager told me she took care of it and the glasses would be ready on August 17. That did not happen. They offered me a cheaper pair that perhaps could be available in a couple of weeks. I told them I cannot wait, I only have one pair of glasses that are 4 years old and my vision is extremely bad. I have fallen two times and need my new prescription. Everyday there is a new excuse and no one can give me an answer. Please HELP!! I am afraid to drive and go outside because I cannot see!! This is outrageous and a health hazard for me.

  Business response

  09/01/2021

  Hello *****,

  We have received your BBB, and are very sorry to learn about the delay with your order. We had forwarded this to management for an update. They have let us know that your order was escalated through our lab, and that the glasses arrive last week, and you were able to pick them up. We hope you love them! 

  Have a great week! 

  Sincerely,
  Customer Resolution Team
  LensCrafters 
  
  

  Customer response

  09/04/2021

  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

  08/25/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  The manager of this ****** Optical "fitted" me with a pair of prescription glasses that does not fit. I have tried to adjust these glasses several times that includes two other optical stores, and the adjustments will not work. It is either too tight to cause headaches or it falls off my head. Because 90-days was two weeks ago, the manager refuses to exchange a new pair that I can wear. The option that was given to me was to pay out of pocket for another pair (my insurance only provides one pair a year, which they used) or use the ill-fitting pair of glasses for another 9 months. Even though my insurance was used, I paid $150.00 co-pay for this ill-fitting pair of glasses. I tried reaching out to the corporate complaint line and they told me that they will back anything the store says. I am not trying to get a free pair of glasses, only a pair that fits.

  Business response

  08/27/2021

  Hello *****, 

  We have received your BBB, and are very sorry to learn of your experience. We did forward this to our Regional Management, who has provided us with the following information. They have stated that they reached out to you and offered a full refund since she you were not able to find a frame that fits your liking. Because of the original purchase date, we are having to do, an after 90 days return, which can take up to 14 business days to process. We apologize again for your experience, and hope you have a great weekend! 

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

  Customer response

  08/27/2021

  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.  As of this date of acceptance, I have not received my refund, but the store manager did promise a refund to me.
  
  Regards,
  
  ***** *******
  

• Initial Complaint

  08/25/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased two pairs of glasses from the LENSCRAFTERS ******* ***** ***** ******** ** ******* ***** ****. I've only been wearing the glasses for 3 months.. I have been a customer for over 10 years. I'm extra careful about cleaning them but the AR coating is spotted all over the glasses. The Manager of the store says he can't do anything for me. My original order had to be sent back because it had the wrong script. 3 months and they are blurry and spotty already.. He said the sun affects them.. WHAT?.. they are transitions with some new coating they offered and expensive. WELL the coating does not work and is splotchy all over like wearing. He said I can't talk to anyone so i'm out 650 bucks on blurry lenses ... Dr. T*** please help me. Or someone call me the 800 number for LENSCRAFTERS does not work only for online orders. I would like a refund or the glasses to be fixed... Obviously they are defective I've ordered other glasses FROM LENSCRAFTERS before and never had this problem.

  Business response

  08/26/2021

  Hello ******, 

  We have received your BBB, and are very sorry to learn of your experience. We have spoke with management and they have informed us that your original purchase was made in August of last year, and a protection plan was not purchased. They have reviewed your lenses and stated that the lens peeling was not due to a manufacturer defect. We will allow you to purchase the protection plan now, and redeem this to replace the lenses, but that would be our best offer. Please contact your local LensCrafters if you would like to accept this offer. 

  Sincerely,
  Customer Resolution Team
  LensCrafters 
  

  Customer response

  08/26/2021

  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 glasses had to be redone and i did not receive them until late DEC 2020 i did not start wearing them until 3 months ago...  There is clearly a problem with the AR coating and is defective..  I have the same glasses from 5 years ago that don't look this bad.  THIS IS CLEARLY A DEFECT... THE person at the store did not even look at them and especially under some tools... JUST blew me off...  This is a bad practice to not assume responsibility for a AR coating defect and request extra money from a retired on a fixed budget person.. Bad practice.

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

  Business response

  08/27/2021

  Hello ******, 

  We have spoken with management again, and they have decided to comp a new pair of lenses for you. Our management team should be reaching out to you soon, if they have not already. Have a great weekend! 

  Sincerely,
  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. ↩