177 Customer Reviews
- Date
- Highest Rating
- Lowest Rating
Review from Angela E
1 star04/13/2024
I provided glasses from them I requested glass lens they told me they were glass when in reality they are plastic I do not trust them. I made a visit then a call to the location and got the same non truth answer
Luxottica Retail North America Inc. Response
04/15/2024
Hello ******,
Thank you for contacting us regarding your concerns. We are providing you with the link to our Luxottica ************* Form. This form will request all necessary information, so that we may address your concerns as quickly as possible. We are currently responding to all submissions within five business days.
To access the form, please visit:
***********************************************************************
Best Regards,
LensCrafters *************Review from Tim G
1 star04/12/2024
I made sure to input the correct parameters manually because the system was saving the wrong pd measurements in my saved prescription. Unfortunately there system if you have 2 pd measurements will add the together to one pd measurement. Your prescription will then come wrong and now your out 4 weeks and over 1000$Luxottica Retail North America Inc. Response
04/15/2024
Hello ***,
Thank you for reaching out to Glasses.com via the BBB.
We regret to hear about your order arriving with the wrong PD measurements, and we are here to help.
After reviewing your account and previous interaction history, it appears that earlier today (4/15) a pre-paid *** return label was sent to you *********************
This return is for a replacement and once received, your replacement order will be sent out to you within 15 business days.
Thank you,
Luxottica Customer Resolution Team
Review from Catarina K
1 star04/12/2024
I will no longer support this business! I received a pair of their ******* sunglasses as a gift last year. I have kept these glasses in the case when not in use and have taken good care of them but yet they are all scratched and warped. Its almost like the film on the lenses is peeling off. I contacted the company about my issue and was told it wasnt covered under warranty and the best they could offer me is a small discount off of another pair. I dont agree with that as I dont feel like I shouldnt have to spend more money in order to have nice sunglasses again. I cant even use these anymore as I cant see out of them due to the immense damage. These glasses cost a lot and its crazy how cheaply made they are and their customer service wont do a thing to make it right. If youre going to charge as much as you do for a pair of glasses, they should at least have good craftsmanship and be able to hold up. ****** used to be my favorite sunglasses/glasses brand but they will no longer get my business. I will make sure I tell everyone I know how they treat their customers! I am very disappointed and unsatisfied with this company.Luxottica Retail North America Inc. Response
04/16/2024
Hello ********,
We appreciate your continued loyalty. Please use the code below on your next online purchase to receive 50% Off (ONLY 1 Item up to $500). Valid until 12/31/24. Offer is not valid on clearance items, limited edition items, cannot be combined with other promotions/sales/insurance, and can only be used for purchases on our website. Other exclusions may apply.
Promotional Code: *********-50OFF-S9LFVOThank you,
Luxottica Customer Resolution Team
Review from Dustin C
1 star04/10/2024
These guys are the worst. I would lead a campaign to boycott and end this company if I thought I could truly win. As a provider, they continuously ramp up prices and make it near-impossible to sell frames to patient's at reasonable price, which reflects on the doctor, not the company. They offer poor quality and capitalize on the brand names, so other companies that make high quality products are overshadowed by Luxottica who is succeeding at monopolizing our sector. Since they operate under both "medical" and "sales" - they can do what they desire with no overlooking group to stop them. Too medical to fall under the markets rules, but too much of retail to be under the jurisdiction of doctors/insurances/population and the rules that govern US. Their lab frequently makes mistakes that we have to pay for by money, or by reputation then our patients leave. Pair this with insurance companies backing them up and forcing people into that lab, and you have a monopoly formula too perfect to break. As a customer, I stopped wearing ****** and ****** because they ARE low quality. They purposely use cheap products, refuse to supply parts to stores or patients, stopped giving out cases (but increased the price??), and don't offer the innovation of other groups. You can buy a $400 set of ****** sunglasses and they will compare to a $20 safety frame from ******. Bottom line - when the overpriced pair at the gas station has BETTER tint, more parts, and better affordability than your $1200 customs, I am inclined to buy elsewhere and sell other products. Stop supporting this company. If they go under, we all get higher quality at a better price.Luxottica Retail North America Inc. Response
04/11/2024
Hello ******,
Thank you so much for that constructive feedback. We greatly appreciate those candid comments and your opinions of our brand, products, and service.
Your concerns will be used to improve our services moving forward.
Thank you,
Luxottica Customer Resolution Team
Review from Pat Borgman
1 star03/30/2024
What happened to Lenscrafters? I've been a customer of the Burnsville Minnesota store as far back as I can think, got to be around the mid to late 90's. The last three pair of glasses turned out to be garbage. With each pair bought and the overpriced warranty offered, I declined because I know how well I take care of everything I own. When I had issues with color finish peeling off, it was suggested it was the way I cleaned them. With glasses wipes? Or warm water and a touch of gentle soap? Most recently, I went there with my wife to get her new glasses. Hey, it's convenient to us, close to home, first store inside a mall entrance. I cited my frame finish peeling off. They were a replacment pair for the same issue but I was now outside the store warranty. Same comments, probably user care or lack thereof, was given contact info for Luxottica, send pictures, etc. Who has time. Worth noting my method of care continued and the powered paint finish just stopped peeling away at a point. But TODAY? I simply removed them from my face before showering and the nose bridge cracked right in half. Went to the store and same associate that suggested I'm not cleaning them properly was working. I placed the glasses on the counter and said, "Long time customer here, I'm done" He asked what the story was and just said, "That's odd." No fiction, no embellishment, it happened just as I said it. I pointed out the paint peeling he previously suggested was on me had just suddenly stopped, I said clearly an indication of a paint/finish flaw, isolated to certain parts of the frame. Again, "That's odd." I said I'm done with LC and he just said, "OK." I dumbly said I'm going to Pearle but did my research and found they're owned by Luxottica too. Questionable product, high prices, lousy customer service.Luxottica Retail North America Inc. Response
04/01/2024
Hello *******,
Thank you for reaching out to LensCrafters via the BBB. We are providing you with the link to our Luxottica ************* Form. This form will request all necessary information, so that we may address your concerns as quickly as possible. We are currently responding to all submissions within five business days.
To access the form, please visit:
***********************************************************************
Best Regards,
LensCrafters CustomerResolution TeamCustomer Response
04/05/2024
The Luxottica form stinks. "How did you get the ************* Form link?" No selection for, "Provided following a BBB complaint." It didn't used to but the company of today and more recent times stinks. My wife and I continued to shop the Lenscrafter ********** store out of convenience and habit. There are better options out there and we intend to go that direction. The bearded fellow (i THINK a manager?) has been well trained to immediately express doubt on frame finish peel/degradation or other deficiencies, same two words every time, "That's odd." Overpriced and lousy customer service. DONE!Review from R. D.
1 star03/25/2024
After using Lenscrafters for my glasses for over 30 years, I purchased my most recent prescription glasses last year from Lenscrafters in El Paso TX. While they previously made the glasses available in 2 hours, these took over a week to receive by mail. It took me some time to adjust to the new prescription, and I noted that the reading zone in lower lense section was difficult to use. I returned to the store for corrective action and was told that thje 30 day warranty had expired and they could do mothing for the $380 I spent in these glasses. Don't use this outfit! Find one that will stand by their work.Luxottica Retail North America Inc. Response
03/26/2024
Hello *******,
Thank you for reaching out to LensCrafters via the BBB. We are providing you with the link to our Luxottica ************* Form. This form will request all necessary information, so that we may address your concerns as quickly as possible. We are currently responding to all submissions within five business days.
To access the form, please visit:
***********************************************************************
Best Regards,
LensCrafters *************Customer Response
03/27/2024
I bought new glasses on 8/3/2023 at Lenscrafters, El Paso Tx (in the mall). I have used Lenscrafters for eyeglass purchases for over 30 years, with the advantage of picking up the new specs within a couple of hours. In this case I was told that they no longer provide same day delivery and the glasses were shipped by mail to arrive in a couple of weeks. I noticed problems with the reading portion immediately bur as El Paso is a 100 mile drive and my work schedule was tight, I was unable to travel to LC before last month. I was told that the 30 day guarantee was expired and they could do nothing to correct the issue. I have had to use a separate pair of reading specs just to perform actions such as this message. (My prescription has not changed for the last two purchases). Poor service to start with and poor service with regard to correcting the issue!Review from john m
1 star03/16/2024
I ordered a pair of prescription glasses on 2/14/2024 online. I received a pair of incorrect glasses on 2/28/2024. I called Lenscrafters and did a return. They said they would make it right and they would expedite my glasses. A week goes by and I call to check on glasses because I never got a confirmation. The person I spoke to told me they had the wrong prescription for me and were waiting for me to call back. I told them I never sent them another script and asked them to make my glasses. They assured me they would correct. A week goes by, I check on my glasses. Nope they don't have my script and they have to resubmit. I then ask for a refund. They say they are going to issue. A week goes by, no Glasses. Finally speak to someone I think is going to fix the problem and get my refund. She tells me, oh we will give you a 40% voucher for the inconvenience. Well today I go to use the voucher, its only for a new pair of glasses and cannot be used with my Vision Benefits. Useless. On top of this, I ask to speak to a Manager, 3/16/2024, and they don't have managers work on Saturday. I am done with Lenscrafters. Do not do business with them. They don't care. They don't know how to run a online business. I wanted to leave them no stars They don't even deserve 1 star.Luxottica Retail North America Inc. Response
03/25/2024
Hello ****,
Thank you for reaching out to LensCrafters via the BBB.
We regret to hear about the issues surrounding your order, and we are here to help.
After reviewing your account, it appears that the out of pocket costs for order ************* were fully refunded on 3/15 as well as your insurance benefits being reversed.
We apologize for any inconvenience that this may have caused.
Thank you,
Luxottica Customer Resolution Team
Review from Michael David
1 star02/29/2024
I typically dont do reviews, but you cant make my situation up with glasses.com. Glasses.com sent 5 separate failed pairs of RX glasses. We started out by 2 damaged right from the lab with bent frames or arms. Then they sent the 3rd exchanged pair loose in a cardboard box without any protection for the lenses. So they rattled around getting scratched sitting on top of their case instead of in them. One lost in the mail?? The 5th pair then arrived with one of the arms not properly connected to the lens, which I also documented with a photo. Now instead of Glasses.com being embarrassed and taking full responsibility, I am being handled and refused any more replacement glasses, as if this mess has anything to do with me. I was giving them the benefit of the doubt to try to work this mess out but they essentially told me to go away. Part 2: My wife still ordered her pair of glasses from Glasses.com while I was in this mess and unbelievably they sent her someone elses frames and prescription glasses. Her glasses are MIA Like I started, you cant make up this level of failure.Luxottica Retail North America Inc. Response
03/01/2024
Hello ******
Thank you for reaching out to Glasses.com via the BBB.
Our deepest apologies that you have had multiple, various issues with the 6 orders that have been sent to you dating back to 1/1/2024.
As such, we have issued a refund for your original order (*************).
You may keep any and all orders received, there is no need to send anything back to us.
At this point, we will be unable to issue you any additional replacements.
We recommend visiting your local Pearle Vision or LensCrafters location and placing an order in store to prevent any further issues with ordering online.
Additionally, please have your wife reach out to us about her order, and she will be taken care of accordingly.
Thank you,
Luxottica Customer Resolution Team
Customer Response
03/01/2024
I thank you for addressing this bizarre series of events. . With 3 consecutive years of ordering without incident, I found the latest series of events surreal, and almost like it was a different company or under new management policies. Multiple customer service reps unable to communicate with each other, creating confusion without stepping up and solving the issues at hand. Beyond that, the Lab’s quality control was lacking or non-existence. Sending RX Glasses out that were clearly bent, damaged or arms not attached to the lens is one correctable problem. Sending other good examples loose in a cardboard shipping box only for the lens to get scratched without protection is very preventable and careless, leading me to believe there was no quality control before the product is shipped to the customer. Even when I documenting these various issues with photographs for the customer service representative to substantiate the issue, they always refused. This had me believe these issues might not be so uncommon. These are not unreasonable expectations when purchasing RX glasses online and were never problems in the past 3 years when ordering from Glasses.com. I was never difficult, unpolite, or unprofessional in any of my interactions with your customer service agent as my only intent was to bring the matter to their attention and to solve each incident as this series of events unfolded. I hope in the future products and RX lens accuracy will return to the way Glasses.com delivered in the past.Review from Sharleen W
1 star02/26/2024
Earlier today I left a review on ****** based on my recent experience. First of all it’s hard getting someone on the phone. My family and I have been loyal customers for years. Today marked the end of our hard earned money to this company. I was treated wrongfully and felt attacked simply because I asked for a trial of the contacts I usually purchase. I have been giving my eyes a break from contacts but truly wanted a disposable 1 time wear/a few days pair. I have done this before but I also purchase yearly hundreds of dollars work in contacts. The location I normally go to did not have them in stock so I asked about the nearby location. I was told yes absolutely call them. When I did the below happened….. my ****** review: If I could give zero stars I would solely based on today’s experience. This one will be followed by a BBB complaint as well. They won’t give me trial contacts because my prescription expires in April yet I was advised to call this location as they have in stock. Once I asked to speak to a manager the young lady said she would have her call me back. Well she did from an unknown number (lol) and backed her “employee” I told her I understood that she was backing her employee but that I did not agree with her stating that she can’t provide because my prescription expires within 30 days. First off it expired way past 30 days in April today is 2/26 and secondly my entire family and I have been customers for years and I have done this before. Funny how at first the lady asked me why I wanted a trial (she wanted me to buy instead) I told her I have an event tomorrow and only wanted to wear contacts that I am giving my self a break from wearing them as often. Then she said yes no we can’t do that. Luckily it’s all documented and it felt more of a discrimination moment so we will never go back and will file a complaint with BBB as soon as I end my shift. I am sure their calls are also recoded so this can be played back. To be treated like this was unfairLuxottica Retail North America Inc. Response
03/04/2024
Hello *********
Thank you for contacting us regarding the store not providing you with free trial contacts. We are providing you with the link to our Luxottica Customer Care Form. This form will request all necessary information, so that we may address your concerns as quickly as possible. We are currently responding to all submissions within five business days.
To access the form, please visit:
**************************************************
Best Regards,
LensCrafters CustomerResolution TeamReview from Evelyn F
1 star02/22/2024
After several attempts between filing a claim on your site and chatting with your live agents a covered under warranty was granted. My Service Request ******** - My first request began AFTER visiting Lens Crafters and being told that I had to work with Luxottica for warranty. I filed all the requested information which for some ridiculous reason only asks for pictures of receipts and pictures of damage with no explanations in text. Clearly it was impossible for a picture to explain that a screw is continuously falling out. So I started a chat with your agent and also sent them the pictures. The rep said theyd escalate the case ONLY TO HAVE IT CLOSED SOON AFTER!I then started another chat inquiring updates, was informed of the closing of the request and told to start a new one.I then returned and opened Service Request ******** which still did not request anything more than photos. SO I WROTE WORDS INTO THE PICTURE I SUBMITTED. After finally receiving a free mailing slip, which wasnt free I had to pay for the packaging to send the glasses in at **** I find out that you are going to keep my glasses for several weeks? Why wouldnt you just send another pair to my LensCrafters and I can go exchange them? How does it make sense to create such a burden on someone who is already dealing with a damaged product? I buy glasses from LensCrafters every year for the last 12 years or so and never had any issues but defective items exist and this is no way to treat a customer who paid a significant amount of money for an item they NEED to use to DRIVE and LIVE??? Who is getting paid to come up with these nonsensical procedures that are of no service to your customers. I will be filing this complaint further with Lens Crafters and the BBB as well.Luxottica Retail North America Inc. Response
02/23/2024
Hello ******,
We have expedited your in warranty replacement, and it should arrive within 14 business days.
Thank you,
Luxottica Customer Resolution Team
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