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Business Profile

Optician

Luxottica Retail North America Inc.

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Luxottica Retail North America Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Luxottica Retail North America Inc. has 806 locations, listed below.

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    Customer Complaints Summary

    • 941 total complaints in the last 3 years.
    • 295 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:07/18/2025

      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.
      the manger of Luxottica' filed a free pair of glasses and she told me that they have a year warranty on them but I tried to file the warranty claim the girl stated that she couldn't do it and she gave me a coupon for 100 off but I just need them to either refund the insurance company or something

    • Initial Complaint

      Date:07/16/2025

      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 am filing a complaint against the LensCrafters location at **** ******** in *********. Over three weeks ago, I contacted the store to request that my prescription be faxed to me so I could place an order for contact lenses. Despite multiple follow-ups—including a call over a week ago and another today—I’ve been repeatedly told that their fax machine is “still not working.” This is completely unacceptable.

      LensCrafters is a major, well-established corporation with resources and nationwide infrastructure. For a company of this size to go weeks without a functioning fax machine, especially in a busy location in *** **** ****, is outrageous. If they are not going bankrupt, I cannot understand how this lack of basic functionality is being tolerated.

      I should not be forced to physically go into the store to retrieve a simple prescription just because their fax machine has been broken for nearly a month. This needs to be escalated to corporate leadership. I am requesting that someone from LensCrafters corporate headquarters contact me directly by phone and confirm that my prescription will be faxed immediately to the number I provide.

      There is no reason this process should be so difficult. It reflects poorly on the professionalism and customer care standards of the company. I expect this to be handled with urgency.

    • Initial Complaint

      Date:07/15/2025

      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 purchased Ray Ban meta glasses on 5/15/25. I was putting them on one handed and bent the arm of the glasses, since they have not powered on or stay on my head, they are broken. I reached out to ray ban support via email and was told to return them as they are almost new and were covered under the 45day return. I then called during normal business hours M-F 9am-430pm EST. They told me that since they were damaged, I was unable to return them, and I had two options 1) warranty using the Ray Ban 12-month warranty. 2) Use the protection plan I paid for.

      I opted for option 1 since they were almost new and If they broke again the protection plan, I purchased was a 1-time deal.

      We proceeded with the warranty claim, a few days later it was deemed "out of warranty" and they issued $100 credit towards the purchase of a new set.

      I found this resolution unacceptable as I just purchased them for $610.59 on 5/15.

      I called customer service again and they said they were unable to help as their warranty department called "After sales team" is online ONLY.

      The after sales team is a complete scam. the chat keeps being closed either by a timer or by the support team. which makes it impossible to communicate as every time there is a new set of questions to directly you to the correct department. (please see attached).

      I can never seem to catch customer support due to Eastern time zone hours.

      Finally, today 7/14 at 9am EST I was able to communicate with them, they looked for stores in my area, I was sent to a store and wasted my time. They told me since they were purchased online, they could not help me, I arrived at appx 4pm PST when i told the salesperson my whole experience they apologized and agreed that it was a complete waste time. And because i arrived at 4pm PST (7pm EST) the 1800 customer support number was closed.

      I will continue to call the 1800 number but this is a complete frustrating way to do business.

    • Initial Complaint

      Date:07/14/2025

      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 recieved an eye test at this location and paid for prescription lenses, and also chose a Ray Bans Meta sunglasses off their wall. I didn't get the original sunglasses lenses that came with them as they were removed at the store at the time they put my prescription lenses in.

    • Initial Complaint

      Date:07/11/2025

      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 bought Ray-Ban mega glasses matte black in February. The audio stopped working and the glasses stopped working. It is a known issue with these glasses that I didn't know of until after I bought them. I contacted Ray-Ban and applied for the warranty. They told me that I would have to take the glasses to LensCrafters to get a replacement. LensCrafters said I am unable to order them because they on backorder and there is no telling when they will be available and it could be up to a year. Legally required to have these glasses for work so waiting that long was out of the question. I contacted Ray-Ban again and they said this was my only option. I explained to them that I need these glasses work and if I could get credit or a coupon or refund on the glasses that I bought so that I can order them from another retailer and send these back. They refused. I also asked if I could just have the frames ordered and have LensCrafters put in my prescription. They refused. They are clearly not wanting to honor the warranty.

      I've spent over $400 for these glasses and this has been a nightmare.

    • Initial Complaint

      Date:07/10/2025

      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.
      On May 8, 2025, I purchased a new pair of glasses with progressive lenses at LensCrafters in **** *****, FL. for $478. The store had prominent signs saying "30-day Happiness Guarantee". I wore the new glasses for a couple of days and found that I could not read on a laptop screen without turning my head from side to side. I returned to the store after 2 days and told them my issue and they said that the mid-level band on the progressive lenses must be narrower than my previous glasses. I said I was not happy with them and wanted new lenses with a wider band so I can read on a computer without having to turn my head to see every new word in a sentence. They said that is not covered by their "happiness guarantee" and then tried to upsell me on new lenses for an additional $200. No one had ever told me before then that there were different options for the width of different bands in the lenses, or that one would cost more than another. I said no. I have been in contact with LensCrafters customer care several times since then. On June 6 my complaint was "escalated to the Regional Manager" for review and it would take 5 business days to review. It's now July 8, over a month, and I have heard nothing despite two followup attempts. Apparently their "guarantee" is a scam and not worth anything. I still get headaches from trying to read on a screen with these glasses.

    • Initial Complaint

      Date:07/09/2025

      Type:Sales and Advertising 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.
      On June 23, 2025, I purchased a pair of sunglasses for $500 cash at the standalone Sunglass Hut store inside *** *** ******* ****** (not the *****s counters). The manager informed me that their register system was down and instructed me to return the next day to obtain my receipt and protection plan documentation. When I returned, the transaction could not be found. I was referred to a customer service number, which also failed to locate any record. As of today, I have received no receipt, no proof of warranty, and no confirmation of the protection plan, despite full payment.

      This represents a failure to deliver essential consideration for a high-value retail transaction, and I believe I was misled by the manager regarding the product’s value and coverage. The absence of documentation undermines my ability to verify or claim the warranty I was promised, and raises concerns of intentional misrepresentation and poor business practice.

      Desired Resolution:
      I am requesting either a full refund or immediate issuance of the receipt and protection plan documentation as promised. I also request a formal investigation into the manager’s conduct and whether other customers have experienced similar issues. If this cannot be resolved, I am prepared to escalate the matter through additional consumer protection channels.

    • Initial Complaint

      Date:07/07/2025

      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.
      On 6/28/25 I want to this Pearle Vision store at ********* Mall to finalize my order for my glasses with my own frame. A large sized female staff from nowhere cutoff my finalized on-going order process and denied my service by saying the store "only do Silhouette (frame)" and also tried to press me to buy their $500 Silhouette frame. Such a behavior is not only just rude but she also VIOLATE their own long standing policy and the industry common practice for accepting outside frame at the risk of customer own, not to mention that I'd signed the waive form for the potential frame damage the day before! Therefore, this is outrageous! So, I have to express my strongest disapproval and ask for an explanation on why the store purposely denied my service with absurd excuse, as well as an apology!! Furthermore, I revealed that the store appears try to manipulate public opinion on their bad services when I tried to file an online complaint: The store has no profile with the BBB and it appears disabled the ****** online review from commenting.

      Meanwhile, I had my glasses ordered at another Pearle Vision store with no issues or whatsoever after I was denied service at this store. So, I will not come back to this store for good and not recommend this store 100%.

    • Initial Complaint

      Date:07/05/2025

      Type:Billing 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.
      Attached is
      1 - Lens Crafters receipt for 2 glasses ($596.46) I paid on 4/30/25.

      2 - The ****** EOB explains I should have paid $39.20 for the first pair of glasses, and $181.20 for the second, for a total of $220.40.

      3 - I paid $596.46 so that’s an overcharge of $376.06. Therefore, I seek a refund of $376.06.

      4 - I've complained to both Lens Crafters and ****** but their customer service or Quality Assurance play dumb, misplace your complaint, and don't settle overcharges. They are both owned by a foreign company: Luxottica Retail North America ( EU -France). Employees are instructed to play dumb, and not help customers as was Discovered in 2023 Class Action against Luxottica. Suit settled days BEFORE TRIAL for 39 million!!!!

      5 - Please help - many people are caught in this MEDICAL SCAM run by foreigners!!!

      THANKS!

    • Initial Complaint

      Date:07/05/2025

      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.
      On February 16, 2025, I purchased a pair of the Ray-Ban Meta AI Glasses in Headliner Jean Blue style and color from LensCrafters.com (a subsidiary of Luxxotica). Two months later, in April, the glasses suddenly stopped working altogether. I immediately initiated a Ray-Ban warranty service request as directed by LensCrafters support, which was approved as request #********. As part of the initial remedy, Ray-Ban After Sales provided me with a letter/voucher that I would need to take into my local LensCrafters store to purchase a new pair of frames. However, my store and all others in my area were out of stock of the replacement frames. I informed the After Sales team of this issue, and they then directed me to return the broken frames to them so that I could order a replacement directly through Ray Ban. I returned the broken frames to them and attempted to order the replacement using the instructions provided, only to soon find out that they were not in stock with Ray Ban either. Pursuant to the Limited Warranty policy for my defective frames, I requested a refund for the purchase price paid for the frames (over $400). The After Sales team refused the refund request and said they could not help with that. Here is an ACTUAL email I received from them:

      "Hello ****,

      Thank you for contacting Luxottica After Sales. You need to call Ray Ban. We cannot assist with that.

      Again, thank you for contacting Luxottica After Sales. Have a great day!

      Best Regards,


      Luxottica Warranty & Repair Service Center"

      At this point in time, not only are the color of my frames no longer available for purchase, but the actual style (Headliners) aren't in production either. There are no comparable frames available, and the warranty support has been very disorganized in managing my service request. Any time I try to reach back out after hearing nothing back, it creates a new support ticket and adds to the confusion. I expect speedy resolution of this matter.

      Thank you.

    Luxottica Retail North America Inc. is NOT a BBB Accredited Business.

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