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Business Profile

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Luxottica

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 20 total complaints in the last 3 years.
  • 10 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/12/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Service request ******** I was provided a code to take to lens crafters to claim the warranty. The code provided does not work and *** tried to contact warranty department several times about the issue. Lens crafters also contacted help desk. No response its been over 2 weeks now and issue has not been resolved.

  • Initial Complaint

    Date:06/06/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I am writing to formally express my profound dissatisfaction with the handling of order #********. Despite repeated attempts to resolve the inaccurate prescription lenses in my ******* Meta sunglasses, customer service has been unresponsive and has failed to rectify the error. Their refusal to replace the lenses with the correct prescription, offering only a refund, is wholly unacceptable. Ultimately, I have been requesting the return of my product in its original condition, but they have refused to comply. I paid for the item and want either my prescription corrected on the lenses or the product returned as it was. Thank you.

  • Initial Complaint

    Date:06/02/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased rayban AI glasses March 2025. There is a problem with the glasses speakers not working. I contacted Luxottica, cause thenglasses are still under warranty. I have gotten nothing but a run around since. First I was told that my replacement is not in stock, but Luxottica will be in contact. Never happened, I have been the one initiating contact. Then I have been repeatedly told that they are out of stock, but they will not tell what they do have in stock so I can choose from that. Then they closed my claim, saying I denied their offer. I never denied anything and they never sent me any return packaging. I have all the emails and not once has there been any direction on returning the defective glasses, so how can they close the claiming, saying they werent returned. In the uploads Im including all the email conversations I had, there is no directions on returning the glasses.

  • Initial Complaint

    Date:03/02/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I dropped off a very expensive pair of vintage oakley sunglasses to have custom lenses made. They have lost my glasses and ***** has an answer as to what happened to my glasses. I want answers and a lawsuit will be following if the glasses arent returned. These frames are made of titanium and the average price for a replacement set of frames is $1000-2000. These frames need to be returned or replaced as soon as possible. These glasses I have not seen since 11-26-24.. This is absolutely poor customer service. Very long story with many failed promises.

  • Initial Complaint

    Date:02/03/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Purchased two pairs of glasses with a large amount of problems. I was told by customer service to keep one of the pairs of glasses and I would receive a full refund. Now they are refusing to refund me until after I send the glasses back, after I spent 4 hours and $60 repairing them.1. *** Prescription glasses. Arrived loose in a box without a case and arrived heavily warped and damaged with one lense half falling out. Prescription Axis value on R axis was 0.00, arrived at a value of ******. Not only were the frames heavily damaged but the prescription itself was off heavily. When I left a bad review and contacted customer service I was told to keep the glasses and I would receive a full refund as compensation as this is the 3rd problem I have had this company in the last 4 orders. I then spent 4 hours and repaired the glasses with a heat gun and monofilament. Now they are refusing to issue a refund until they receive the glasses, however even on their end the glasses are listed as already returned and there are notes on the account telling them to process the refund.2. Lenscrafters generic glasses. These arrived today with a L Axis value of ***** (*****) and a R Axis value of 0.00 (*****). Yet again they have absolutely destroyed my prescription and still shipped these glasses, over a week late and with 2nd Day Air instead of the Next Day Air option I selected and paid.This company needs a **** on their record and their standing reduced with the BBB and all regulatory commissions until they are able to prove that they are properly providing the service they are paid for.

  • Initial Complaint

    Date:02/03/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased eyeglasses online from **************** on 05-21-24. I also purchased an eye protection plan at the same time which was sold thru LensCrafters by way of *******. I have called every number and been to every website to get my glasses replaced using the protection plan. No one seems to know anything other than all claims are always denied no matter the extra plan purchased. Why do they sell a plan no one can ever redeem? If they already know they will never replace any glasses. Super shady.

    Business Response

    Date: 02/26/2025

    Hello ********.

     

    I would like to apologize for the inconvenience this may have caused. We deeply regret the experience you've had and would like to rectify this issue. I do see where you indeed purchased an extended warranty up to a year that will expire May of 2025. I would like to speak with your local LensCrafter sales *** to see if we can make this right for you. May I have the address and or phone number of the store in which you purchased your eyewear.

    Customer Answer

    Date: 02/26/2025

    I do not know who I am supposed to to contact to tell them I purchased the glasses online. 

  • Initial Complaint

    Date:12/26/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a pair of ******* Meta glasses with transiting lenses on August *******. I received them about 2 weeks later. They wasn't working properly,so I contacted them the emailed me a ********* returned them within a months time. Since then I talked to a person once with no results. I've been patient, but I paid $435.60 for those glasses. It will greatly appreciated if you all can help me resolve this issue.

  • Initial Complaint

    Date:12/23/2024

    Type:Order Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Company hire racist employee who harasses black people and calls *********** on personal *******

  • Initial Complaint

    Date:11/19/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I returned a pair of sunglasses and still have not received a refund. It has been a month now. I've spoken to several associates and they received the order but are not refunding the payment for whatever reason. They keep saying it should be any time but it never shows up.

  • Initial Complaint

    Date:07/06/2024

    Type:Product Issues
    Status:
    Unresolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Ordered Persol sunglasses in April as I'm light sensitive and needed a prescription to help with driving. Had the glasses for less than a month when one of the lenses popped out. Called customer service for repair/replacement. They sent a return box that I sent with the glasses. They received the package.After a week of no communicating, I called the generic number to figure out why I don't have a replacement on the way. Run around.Week later I receive an email saying the money has been refunded. Mind you, no money has seen the amount to this day and that was in May. I called again and they say it takes a week to show.Called a week later to speak to a manager(took an hr for just that), and they said the problem is escalated and someone will be reaching out to me. That was ***** It is now July and I still don't have my glasses or money

    Business Response

    Date: 07/18/2024

    Hello.

    I would to give my deepest apology for this inconvenience.  May I please have your material information for your frames, I am going to see if we're able to ship you out a brand new pair minus your prescription as you will need to have those done at your local Lenscrafter or Pearle Vision store.

    Customer Answer

    Date: 07/19/2024

     
    Complaint: 21949213

    I am rejecting this response because: While I am appreciative to finally hear from someone with a solution, the cost included rx, and I strictly use the sunglasses for driving in a very suuny location. I'm all for the replacement, but the cost needs to be modified if I have to go to a lens shop(rural area so that's a Walmart) 

    Sincerely,

    Dre ******

Luxottica is NOT a BBB Accredited Business.

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