ComplaintsforEssilorLuxottica
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
05/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased glasses with Crizal lens on 2/21/2024. LensCrafters told me the lens came with a 2 year scratch resistant warranty. I noticed today my new glasses have 2 scratches. I reached out to LensCrafters who gave me an email address to file a claim, in which I got a response that I need to file through LensCrafters.Business response
06/20/2024
Good morning,
BBB cases submitted on purchases made through Lenscrafters must be addressed directly through Lenscrafter's customer service team at www.lenscrafters.com or through the LensCrafters *********************** at ************
EssilorLuxottica of North America is a part of EssilorLuxottica, however Lenscrafters operates completely separately from us.
As a courtesy, I did reach out to ***** via phone this morning and she stated she was able to resolve her complaint through her local Lenscrafters after much effort on her part.
Initial Complaint
03/08/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I got new eye glass and new frame from *******, ********, **. I asked the **** "It can list 2 years no issues if I did not *****************" She said yes, I got the frame July 2023. It broke Feb 27, 2024. I think it is still under the manufacture warranty since it is less than 1 year. I called 3 times. The vision center rejected to contact Luxodita, since I paid $300 for each. I need the manufacture replace it freely at no charge for the bad quality. I got many from them before.most will last many years, I found they changed ****************************** PS: Photos available if neededBusiness response
03/13/2024
Good afternoon, BBB,
This complaint is unrelated to an EssilorLuxottica lens purchase, the customer states "I got the frame July 2023. It broke Feb 27, 2024".
All purchases made through ******* *************s are to be handled by each individual ************* store manager at the request of *******. I hope this helps.
Best Regards,
*************************, ABOC
EssilorLuxottica of North America, a part of EssilorLuxottica
Customer response
03/13/2024
I am rejecting this response because: I came down 3 times, ******* vision said you need contact EssilorLuxottica of North America, a part of EssilorLuxottica for any bad quality frame.
Thanks
Sen ****
Business response
03/20/2024
This complaint was forwarded to the account executive for the ******** ******* Vision Center to follow up with the store representative (*******). It appears Mr. **** choose to not purchase a warranty that was offered to him and in this case, there is no recourse from *******. ******** added that directing consumers to contact EssilorLuxottica is "not our protocol."Initial Complaint
12/03/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased eyeglasses with Crizal coating on 5/4/21 with a 2-year warranty on Crizal. Over the past 6-9 months, the glasses have turned extremely foggy and display haloes around all bright images, eventually rendering them useless as I can no longer wear them. Crizal won't honor warranty.Business response
02/23/2023
Business Response /* (1000, 5, 2022/12/07) */ Thank you for providing us with the opportunity to respond to this consumer's claim. We have been engaging in emails with Mr.****** ****** and in our last communication with him, we notified him we were awaiting a return call from his provider as we had notified them his lenses would still be within our limited 2-year warranty. We've again reached out to him via email (attached) and his provider previously had re-ordered his lenses and they are awaiting the return of their lab employee (from vacation) so the new lenses can be installed. Consumer Response /* (2000, 7, 2022/12/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) They took care of the issue, thank you
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Contact Information
Customer Complaints Summary
3 total complaints in the last 3 years.
2 complaints closed in the last 12 months.