ComplaintsforCosta Del Mar, Inc.

• Initial Complaint

  04/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Need my Tuna ally sunglasses replaced, was a warrenty claim, Costa sent the wrong pair back to me, they said they do not have that model in stock? How can you warrenty somthing you cannot replace?According to the telephonic conversation they have failed again? Now they sending me another pair that is completely different? Costa tells me I must just return it for a refund.. problem is and that they are aware of is that I leave for a six week fishing trip without my sunglasses?? How do I return them before I go? I leave this Wednesday. Called Friday when I received the wrong pair all together. Assured me all was right but never got the confirmation email.. when I finaly got help another agent sent the mail and was completely wrong again. I would like the correct replacement at my door on Tuesday the 9th of April the latest...

  Business response

  04/08/2024

  Hello ******,

   

  Thank you for reaching out to Costa via the BBB.

   

  We regret to hear about your experience thus far, and we are here to help.

   

  After reviewing your previous interaction history, we have initiated a replacement order to be sent to you under order number 6785774428034.

   

  This order is for the Tuna Alley Pro (Matte Gray/Green 580g), and at this time has an estimated delivery date of Friday 4/12.  We apologize that this replacement could not be expedited, as the processing and shipment of your order is managed by our distribution center, and is entirely outside of the hands of the customer service team.

   

  Thank you,

  Luxottica Customer Resolution Team

  Customer response

  04/09/2024

  I don't believe that. Previous pair was expedited.. 

  The issue is Costa was aware of my situation, that I'm flying ot on the 10th of April 2024 for six weeks on a fishing trip to ************.  Now without my Glasses. I feel that this all could have been avoided right from the beginning. It is a replacement, replace it. Instead I buy a V8( glass lenses)and you replace it with A  V6 (polycarbonate lenses) furthermore delaying my time and getting tje right past to me before a fly out.. a product is only as good as it's Service. Please provide tracking details For Tuna Ally Pro 580G.

  *************** of costas I own end up at the BBB. 

  Business response

  04/11/2024

  Hello ******,

   

  Order 6785774428034

  
  Tracking 92612902779655111155106265

  
  (**********************************************************************************************)

  
  Estimated Delivery Date is Saturday 4/13/2024

   

  Thank you,

  Luxottica Customer Resolution Team

  Customer response

  04/11/2024

  I'm in transit to ************ in ***** right now, so how will I see if the order is correct? Six week holiday without my Costas? Will check when I'm back, on the 17th of May, until  then keep **** case open, thank you

   

• Initial Complaint

  03/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a pair of Costa sunglasses and within just over one month, one of the lenses cracked unexpectedly. There is no damage to the glasses, other than the cracked lens. I tried to contact their customer support and was told that this was not something they would cover. I wasn't asking for a new pair, I just thought I could get a replacement lens. The first offer was a repair for $120+. After I didn't want that offer, they offered a $100 pair of replacement lenses or 50% off a new pair at full price.

  Business response

  03/28/2024

  Hello ****,

   

  Thank you for contacting Costa via the BBB.  We regret to hear that your cracked lenses were not covered under our warranty.  We warrant Costa sunglasses* against defects in materials or workmanship for the lifetime of the product. Costa's ***************** Lifetime Warranty does not cover normal wear and tear, scratched lenses, broken hinges, accidental damage, misuse or any other problems determined by Costa not to be defects in materials or workmanship ("Out of Warranty Damage").

  Since you do not want to pay for a repair, we are excited to share with you a new way to order Costa replacement parts!Simply, follow these instructions:Using either ****** Chrome or FireFox, visit ****************************************************************************************************************** and click "Start a Repair or Order Parts.From the welcome page, select Register. A registration page will appear.Enter the requested information, and select Register.Welcome! You are now able to use the Costa After Sales Portal!From the welcome page, select Buy Replacement Parts.Insert your model code where prompted and congratulations, you are just a few steps away to purchasing your Costa replacement parts!For additional questions on the ordering process, please visit the *** section on the website.Once you receive your parts you can visit your local Authorized retailer (LensCrafters, Pearle Vision, Sunglass Hut etc.) and they will be happy to install the parts for you.  This way, you do not have to go through the repair process. 

  Again, thank you for contacting Costa.

  Have a great day!

  Customer response

  04/02/2024

   
  Complaint: 21497346
  
  I am rejecting this response because:

  I am very disappointed in the response. This is just another denial of my claim and shows that they have not even considered to come to a resolution. You would hope for much better customer service.   

  Sincerely,
  
  *********************

  Business response

  04/03/2024

  Hello ****,

   

  Thank you for takingg the time to reach back out to us.

   

  Were you able to complete your replacement part order?  If so please let us know your order number and we will check the status of your order for you.

   

  Thank you,

  Luxottica Customer Resolution Team

  Customer response

  04/03/2024

   
  Complaint: 21497346
  
  I am rejecting this response because:
  

  No, I have not placed an order for replacement lenses. I don't think having to pay $100 for replacement lenses is a fair resolution.  Only one needs replaced and $100 seems like an excessive amount to pay.  
  

  Sincerely,
  
  *********************

  Business response

  04/04/2024

  Hello ****,

   

  We regret to hear that you believe the replacement parts are too expensive.

   

  Another resolution we can provide you with is 50% off an entire brand new pair.

   

  50% off Promotional Code: ASGEN-AVV88PTS

   

  Thank you,

  Luxottica Customer Resolution Team

  Customer response

  04/04/2024

   
  Complaint: 21497346
  
  I am rejecting this response because:

  All you have offered are the same things that were previously offered prior to the BBB complaint.  I don't feel that any attempt at a resolution has even been made.  

  
  Sincerely,
  
  *********************

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased two pair of sunglasses on January 9th, 2022. The first pair were **** and the second pair were ******. I wore the first pair of **** (rotating between several pair of Costas) until the rubber started coming off the sides. I then went to put on the Costa Rincons for the first time, literally the first time (they still have stickers and tags on them) and noticed something sharp sticking me around my eye. I noticed the frames had a defect in the plastic. I contacted them to send in for warranty and was denied because they were 3 days out of warranty!!! 3 days. I purchased and buy Costas for me and my employees due to their durability and warranty, both of which have been compromised. I'm couldn't get through to a manager or transferred to talk to someone higher up so I decided to do this to hope restore my faith in them. I take IMMENSE care of my glasses as you can tell by the photos. Thank you.

  Business response

  01/17/2024

  Hello ****,

   

  Please provide your proof of purchase, and we will see if any exceptions can be made for you.

   

  Thank you,

  Luxottica Customer Resolution Team

  Customer response

  01/21/2024

   
  Complaint: 21155439
  
  I am rejecting this response because:

  I originally provided the proof of purchase not once but twice and both times, Costa rejected the claim. This isnt a wear issue, this is a manufacturer defect. Yall should do better at standing by yalls products like yall used too. These glasses are way too expensive to be worrying about whether a manufacturer problem will be covered or not. 

  
  Sincerely,
  
  *******************

  Business response

  01/23/2024

  Hello ****,

   

  Thank you for reaching back out to us.

   

  We understand that you previously provided proof of purchase to our warranty department, 2 times, and that we rehjected both claims

   

  Unfortunately we were unable to locate your warranty claims.

   

  As we mentioned in our previous message to you, "Please provide your proof of purchase, and we will see if any exceptions can be made for you."

  Thank you,

  Luxottica Customer Resolution Team

  Customer response

  01/24/2024

   
  Complaint: 21155439
  
  I am rejecting this response because:

  Customer service goes in circles to do anything to avoid KNOWN warrantied MANUFACTURING defects.  

  
  Sincerely,
  
  *******************

  Business response

  01/25/2024

  Hello ****,
  
  Thank you for reaching back out to us.
  
  As we previously mentioned, we were unable to locate your warranty claims.

  We are more than willing to try to help you, but we need proof of purchase first please. 

  As we mentioned in our previous message to you, "Please provide your proof of purchase, and we will see if any exceptions can be made for you."
  Thank you,
  Luxottica Customer Resolution Team

• Initial Complaint

  12/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been trying to file 3 warranty claims for the last 3 years and havent received a call, return email, or shipping labels as was informed I would during initial contact. The customer service went from amazing to non existent in the last 7 years. I have purchased 11 pairs of sunglasses from costa and hate to say that I would no longer ever recommend them to anyone who values a good warranty. I have 3 current claims for factory defects with the most recent pair being less than 1 year old.

  Business response

  12/08/2023

  Hello ********

   

  Thank you for reaching out to Costa via the BBB.

   

  We regret to hear about your issues surrounding your multiple warranty claims, and we are here to help.

   

  After reviewing your account, it appears that your service request, ********* could not be completed.

   

  We appreciate your continued loyalty. Please use the code below on your next online purchase to receive 100% Off (ONLY 1 Item up to $300). Valid until 12/31/25. 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* ************

   

  Thank you,

  Luxottica Customer Resolution Team

• Initial Complaint

  09/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased a paid of prescription glasses from Costa Del Mar on 1/4/23. Within 8 months, glasses were significantly scratched well beyond what would be considered acceptable. On 8/7 I contacted Costa and 8/8 they replied saying that per the 1-year warranty they would be replaced which I accepted. On 8/8 they confirmed the reorder of the identical glasses and requested a copy of my prescription, which has subsequently expired. I uploaded it, as I was unable to obtain a new one within the requested 10 day window. There was no response from that submission and Costa cancelled the order on 8/18. I attempted to contact Costa twice after this on 8/19 and 8/30 and did not receive a response to my request for a refund in lieu of them being unable to fulfill their contractual obligation of a 1-year warranty.

  Business response

  09/19/2023

  Hello *****

   

  Thank you for reaching out to Costa via the BBB.

   

  Unfortunately, we are unable to refund this order due to our systems only allowing us to refund orders that are less than 6 months old.  However, since your warranty replacement was cancelled, we would be more than happy to issue you a new 100% off promotional code, so that you may place a new order on your end.  Once you have an updated, and valid prescription to submit following your order, please just reach back out to us and we will send you your new code.

   

  Thank you,

  ********* Customer Resolution Team

  Business response

  09/20/2023

  Hello *****
  
  We appreciate your continued loyalty. Please use the code below on your next online purchase to receive 100% Off (ONLY 1 Item up to $300). 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: **************
  
  ***Please ensure that when placing your new order, that the prescription you submit is valid and not expired.  The reason your initial warranty replacement was cancelled was because the prescription that you submitted was expired. Placing another order with an out-of-date presctiption will result in another cancellation of your order.***

  Thank you,

  ********* Customer Resolution Team

  Customer response

  09/20/2023

  
  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.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  08/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They broke.

  Business response

  08/07/2023

  Hello *******

  Thank you for reaching out to Costa via the BBB! We are sorry to hear about your sunglasses being broken. As a valued customer I want to ensure receive the best possible care. All new service request evaluation claims must be submitted online. Please visit*****************************************************************to register and submit a new service request or warranty claim. • You will need to register a new account using the above link because your account will be different than your costadelmar.com profile. • U.S. Territory Residents (American Samoa, Guam, Mariana Islands Puerto Rico and U.S. Virgin Islands), please click the following link to process your warranty and service request claims:?********************************************************** What to expect when filing a warranty/Service Request Claim (after creating an account): 1. Once logged in to the Costa Del Mar After Sales Portal , click GO if you want to “Create a Service Request” or click GO to “Buy Replacement Parts.” 2. Select Yes or No if you have prescription lenses mounted then click “I Accept” after reviewing the information. 3. Enter the purchase date information (month/year) 4. Update a copy of the Sales Receipt. a. All purchases made after November 3, 2022 require a sales receipt. b. All purchases made prior to November 3, 2022 date of purchase a sales receipt are NOT necessary – you may skip this step. 5. Select a reason for the main defect from the list of options. 6. Upload 2-3 pictures of the defect and provide any additional notes regarding the issue. 7. Complete remaining steps and click Submit. a. Please be sure to make note of your service request number for future reference. It’ll be important if you need to contact us regarding the service claim in the future. The evaluation process will take up to 5 business days to complete and you will be sent an email based on the findings. You must accept or decline the offer provided through the online portal to move forward with your claim. You may be asked to send in your defective frame. The entire process can take up to 20 business days to complete. You can track the progress of your claim online at any time. Simply log back into the website above and click on "My Service Requests". Please note, your claim may show as pending when you login while we complete the evaluation. We will try our best to repair or replace your item. However, we may provide another solution depending on the damages and stock options. Thanks for contacting Costa!

  Best Regards,

  Costa Customer Resolution Team

• Initial Complaint

  07/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I returned a pair of glasses they received on the 3rd of July order ******* They told me I would have my refund at the latest today. When messaging them I was told I will get refunded when I get refunded. This place is good for glasses but when things go wrong do not expect to ever get your money back. They will not refund your money and now I am out over 350$.

  Business response

  07/25/2023

  Hello *****

   

  Thank you for reaching out to Costa via the BBB.

   

  We regret to hear about the issues surrounding your refund, and we are here to help.

   

  After reviewing your account, we have gone ahead and processed a full refund back to the original form of payment for order **************  You should see this refund reflect on your side within 5 business days depending on your financial institution.

   

  We apologize for the delay, and appreciate your patience and understanding. 

   

  Thank you,

  Luxottica Customer Resolution Team

  Customer response

  07/27/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  I was told 3 to 5 business days on Friday and then again on Monday and now it’s five business days and I still have yet to receive any of that money and now I’ve got a wait you know another four or five business days to see if I even get refunded the money. I have disputed this with my bank now and there’s an investigation open. And now Costa is harassing me with one of my orders that I placed before this delaying the order and continually requesting a copy of my prescription that I continually send in
  Sincerely,
  
  **** ****

• Initial Complaint

  05/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I submitted the request for a replacement to them with receipt and pics of the damage glasses they said it outside of the year warranty. They are 6pm the old. I’ve read multiple reviews that they do this to their customers. I don’t feel it’s ok to not stand behind the warranty on the product.

  Business response

  05/25/2023

  Hello *****

   

  Thank you for reaching out to Costa  via the BBB.

   

  We regret to hear that your warranty claim was denied due to your lenses being broken.

   

  Unfortunately, Costa's Sunglass* Limited Lifetime Warranty does not cover normal wear and tear, scratched/broken lenses, broken hinges, accidental damage, misuse or any other problems determined by Costa not to be defects in materials or workmanship ("Out of Warranty Damage").

   

  However, you may purchase replacement parts by following the instructions below:

  Using either ****** ****** or ******** ************************************************. From the welcome page, select “Register”. A registration page will appear. Enter the requested information, and select “Register”. Welcome! You are now able to use the Costa After Sales Portal! From the welcome page, select “Buy Replacement Parts”. Insert your model code where prompted and congratulations, you are just a few steps away to purchasing your Costa replacement parts! For additional questions on the ordering process, please visit the FAQ section on the website. Once you receive your parts you can visit your local Authorized retailer and they will be happy to install the parts. Again, thank you for contacting ********* After Sales.

  Have a great day!

  Best Regards,

  ********* Customer Resolution Team

   

• Initial Complaint

  05/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 18, 2016, I purchased a pair of JOSE, Tortoise, Lightwave Glass, Blue Mirror sunglasses. I wore them occasionally. On or about April 10th, I submitted a warranty repair and they denied it. They said visit ********** to adjust them. I did and they continued to roll down (defect) from the bridge. The ********** representative said it a bridge issue and Costa has a lifetime warranty. On or about May 8, 2023, I notified them of the ongoing defective issue. They said "we have determined that the issue was not due to defective material or workmanship. Unfortunately, repair of your damaged eyewear is not an option as this model and its replacement parts are unavailable. The sunglasses and its bridge material are defective and lack workmanship. I would like a replacement pair of equal value or a refund of $259 plus tax. Thank you.

  Business response

  05/11/2023

  Hello *******,
  
  Thank you for reaching out to Costa via the BBB.
  
  We regret to hear about the issues you are having with your Costas.
  
  After reviewing your account, we can confirm with you that your request was denied as it was deemed that your frames were not defective.  Unfortunately we have no possible way of overriding this decision as it is made by our team of experts who specialize in this field.  A replacement will not be completed as you have requested.

   

  Additionally, it does appear that yesterday 5/10, you were given a 50% off promotional code should you wish to purchase a new pair, and since your claim was denied. 
  
  Thank you,
  Luxottica Customer Resolution Team

  Business response

  05/16/2023

  Hello ********
  Thank you for reaching out to Costa via the BBB.
  
  We regret to hear that you have rejected our initial response to you.
  
  However, as we previously mentioned to you on 5/11, your warranty claim was denied and the resolution that was provided to you was a 50% off promotional code, which you can use to purchase a new pair at a very generous discount. Additionally, as was also previously mentioned to you, we have no possible way of overriding this decision as it is made by our team of experts who specialize in this field.  A replacement cannot be completed as you have requested.
  
  Additionally, let me directly address some of your concerns that you shared with us on your response from 5/11:
  
  “*********** ******* conceded the sunglasses are defective and have a lifetime warranty. In addition, ** encouraged me to file a warranty claim with Costa for replacement sunglasses.” – We must apologize, because if you were given this information by the store, it is inaccurate.  First, the store has no ability or authority to deem any product as defective, which is why we have an entire team of employees in our After Sales department, whose job it is to make these determinations.  If the store is telling you they are defective, then we would advise you reach out to them and let them know the status of your warranty claim and then see if there is any exceptions they can make for you based off of their independent evaluation and determination or defectiveness.  Also, Costa does not have a lifetime warranty, our warranty is 2 years & this information can be found here, ****************************************************************************************** *  
  
  “I respectfully request Costa cure the issue; honor their warranty and replace the sunglasses with the same or similar pair.” – This cannot be done, and we do apologize.
  
  “In the alternative, provide a full credit of $259, so I can purchase a replacement pair of sunglasses.” – This cannot be done, and we do apologize.
  
  
  “I appreciate the 50% off, but I should not be obligated to purchase a new pair when Costa offer a lifetime warranty on its product” – As mentioned to you earlier in this email, unfortunately, we do not offer a lifetime warranty.
  
  “Please let me know where to mail the defective sunglasses in exchange for a full credit voucher.” – Since your claim was denied, you do not need to mail your glasses back to us, additionally we will not be issuing you a full credit voucher.
  
  We certainly hope that this helps clear the air, we apologize that more could not be done for you but these situations are entirely out of our control.  We cannot make any decisions on behalf of the aftersales department, nor can we alter their decisions that made been made.
  
  Thank you,
  Luxottica Customer Resolution Team

  Customer response

  05/16/2023

  
  Complaint: ********
  
  I am rejecting this response because: I purchased my sunglasses in 2016 with a lifetime warranty. "You warrant Costa sunglasses* against defects in materials or workmanship for the lifetime of the product. Costa will repair or replace (with an identical or reasonably equivalent style), at our option, any product determined by Costa to have a manufacturer's defect." The nose bridge material is defective and the sunglasses continue to roll down when I try to wear them. The material used in the bridge is DEFECTICE when it will not hold the sunglasses in place. Why don't you physically examine them? You will see the material used in the nose bridge is inconsistent and lacks the consistency to hold the sunglasses in place.

  It is clear you are reneging on your warranty to avoid replacing my sunglasses. Furthermore, you have not physically examined the sunglasses and claim they are not "defective". Your denial is simply based on a hypothetical and without examining the evidence. It is clear that your practice is to offer "lifetime warranty" but deny warranty across the board. I get it - it's not good business to replace defective sunglasses. Let the customer buy another pair so you generate revenue and the shareholders and Board think the company is productive. You're damaging the brand!

  I respectfully request that you replace my sunglasses. I refuse to purchase another pair if you don't honor your warranty and product.

  Sincerely,
  
  ******* ******

• Initial Complaint

  05/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered my sunglasses on March 26, 2023. The item was shipped on March 31, 2023. I tried them on and they were mot satisfactory. I returned them April 11, 2023. The item was received at the facility on April 19, 2023. It is now May 10,2023 and I still haven’t received my refund. I would like to get my refund.

  Business response

  05/11/2023

  Hello ******

  Thank you for reaching out to Costa via the BBB.

  After reviewing your complaint, we have issued a full refund in the amount of $695.00 to the original form of payment for order *************, which you should see reflect on your side within 5 business days, depending on your financial instituton.

  Thank you,

  Luxottica Customer Resolution Team

  Customer response

  05/11/2023

  
  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 believe the refund in 5 days on your website is wrong as this has taken over a month so far and that is with a complaint to BBB. Please correct this for any future clients.

  
  Sincerely,
  
  ***** ********

*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. ↩