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

Customer Complaints Summary

969 total complaints in the last 3 years.
303 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.

Initial Complaint
Date:11/06/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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 had an eye exam that they told me was covered by my insurance and that all I had to do was pay the $40 for the glaucoma test. I PAID the pirtion they said I owed. My insurance did not cover the photography of the eye, and instead denied the claim two months later and I got a bill from Pearl vision in Stow For $62. I Already had a bad experience there because my prescription was wrong and had to be re-examined.
When I called to tell them that I’m not paying the bill because I was told at the time of service that I already paid my portion and that my insurance was covering the rest, The very snarky Office manager J***** was terrible and did nothing to help.
Business Response
Date: 11/06/2025
Hello *******,

Thank you for the additional information about your survey response and experience with LensCrafters. Your feedback is valuable in identifying opportunities for improvement as we strive to deliver the best possible customer experience.
I am very sorry about your recent experience. All doctors and medical staff are independent of LensCrafters and Essilor Luxottica. For any questions regarding the staff or the exam and costs related, please contact the individual doctor's office.

We apologize for not meeting the level of service expected and hope we have satisfactorily addressed your concerns.
If this did not solve your issue, please reply to us so that we can assist you further.

Best Regards,
J**** S
Luxottica Customer Resolution Team
Customer Answer
Date: 11/08/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

(PLEASE TYPE YOUR REASONS HERE)

Regards,

******* *****
Initial Complaint
Date:10/29/2025
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
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.
Here’s a more professional and sophisticated version of your demand email:

?

Subject: Urgent Request for Full Refund — Lost Order #**************

Dear LensCrafters Customer Care,

My name is ****** *****, and my email address ** ********************. I am writing regarding Order No. **************. According to UPS tracking information, my package was lost while in transit and never delivered to my address. The UPS website explicitly confirms that the shipment is lost.

Upon contacting LensCrafters customer support, I was informed that I would need to wait seven business days for a claim review and an additional seven business days for a refund. This delay is unreasonable given that the loss has already been confirmed by UPS. Furthermore, when I requested to escalate the matter to a supervisor or manager, my call was either disconnected or no managerial assistance was provided, which is unacceptable and unprofessional.

I am extremely disappointed by the poor level of service I have received. As a paying customer who never received their merchandise, I am formally demanding a full refund for my order without further delay. Please process this refund immediately and confirm in writing that the refund has been initiated.

Should this matter remain unresolved, I will have no choice but to escalate my complaint to the Better Business Bureau (BBB) and the Federal Trade Commission (FTC) for further investigation.

Thank you for your immediate attention to this matter. I expect a prompt written response confirming the initiation of my refund.
Business Response
Date: 10/30/2025
Hello *******,

Thank you for the additional information about your recent experience with LensCrafters. Your feedback is valuable in identifying opportunities for improvement as we strive to deliver the best possible customer experience.

We apologize for your order ************** and have went ahead and refunded $209.58 to the original method of payment. Depending on the financial institution, this could take up to 10 business days to process and for the funds to be available. FSA/HSA Cards and **** Cards can take up to 30 days for the refund to be completed and for the funds to be available.

To express our sincere apology for the frustrations, we would like to offer you 50% off a future purchase on www.lenscrafters.com.

Please follow the below steps to use your discount code:

1. Visit www.lenscrafters.com to make your selection.

2. Once you have made your selection, proceed to check-out (Please be sure of your selection before adding the code. Once the code is entered, it is marked as redeemed).

3. Go to "Do you have a Promo Code?" on the check out page and enter the promotional code below to order your eyewear at the discounted price.

Promo Code: *******************
Expiration: 12/31/2026

*This code cannot be used on sale items, combined with additional promotions offered on the website or with insurance.*

We apologize for not meeting the level of service expected and hope we have satisfactorily addressed your concerns.
If this did not solve your issue, please reply to us so that we can assist you further.

Best Regards,

Jason S
LensCrafters Customer Resolution Team
Customer Answer
Date: 10/31/2025
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.

Regards,

****** *****
Initial Complaint
Date:10/28/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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 ordered prescription Ray-Ban Meta smart glasses from Target Optical (owned by EssilorLuxottica USA), and the lenses were manufactured incorrectly. Despite providing the correct prescription, Target Optical entered the left-eye cylinder value incorrectly during production. After acknowledging the issue, they required me — the customer — to personally monitor the *** return tracking and notify them once the product was received at their warehouse before initiating the correction or refund.

This represents an improper transfer of responsibility that violates fundamental consumer protection principles under Section 5 of the ******* ***** ********** ***, which prohibits unfair or deceptive business practices.

I have multiple documented cases (#************* and #*************) showing delayed, contradictory, and unhelpful responses from different Target Optical representatives, including L**** T. and M*** D. I complied with every request, returned the product correctly, and provided proof of error, but the company has failed to take proper responsibility.

After more than two weeks, I remain without functional prescription glasses. I am requesting either a full refund or the immediate correction of the product with the proper lenses, as originally ordered. Target Optical’s process has been unreasonably complicated, with repeated communication gaps, system errors, and disregard for customer inconvenience.

This case demonstrates systemic failure in customer accountability and an inappropriate shifting of obligations onto the consumer.

Company Information:
Target Optical (EssilorLuxottica Retail North America Inc.)
**** ********* *****
*****, OH *****
United States
Phone: ###-###-####
Website: *****************************
Business Response
Date: 10/30/2025
Hello *******,

Thank you for the additional information about your recent experience with Target Optical Your feedback is valuable in identifying opportunities for improvement as we strive to deliver the best possible customer experience.

We apologize for your recent Target Optical experience and have refunded $471.20 to the original method of payment. Depending on the financial institution, this could take up to 10 business days to process and for the funds to be available. ******* Cards and **** Cards can take up to 30 days for the refund to be completed and for the funds to be available. Once your glasses have arrived at our warehouse, a replacement pair will be processed.

We apologize for not meeting the level of service expected and hope we have satisfactorily addressed your concerns.
If this did not solve your issue, please reply to us so that we can assist you further.

Best Regards,

J**** S
Target Optical Customer Resolution Team
Business Response
Date: 11/06/2025
Hello *******,

Thank you for the additional information about your survey response and experience with Target Optical. Your feedback is valuable in identifying opportunities for improvement as we strive to deliver the best possible customer experience.
I am very sorry about your Target Optical experience.
1. The current status of your return is that your return was delivered on 10/31/2025 according to *** tracking *** Tracking ******************
2. Your frame will not be remade as Meta products are unable to be repaired. We are only able to offer a replacement or refund for Meta glasses issues. However, since your current frame was out of stock, we processed a refund for you.
3. A refund was processed on 10/30/2025 for the amount of $471.20.
Unfortunately, we are unable to offer any discounts on Meta products at this time for Target Optical.
We apologize for not meeting the level of service expected and hope we have satisfactorily addressed your concerns.
If this did not solve your issue, please reply to us so that we can assist you further.

Best Regards,
J**** S
Luxottica Customer Resolution Team
Customer Answer
Date: 11/07/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

******* said:
Excelente — essa mensagem do BBB significa que a Luxottica enviou a defesa oficial e o BBB agora precisa da sua resposta final para decidir o desfecho do caso.
E aqui vai o que você deve fazer com precisão e estratégia:

?? Passo 1 — Clique em “Reject Business Response”
Você não deve aceitar, porque a empresa não resolveu o problema nem ofereceu compensação.
O reembolso foi feito somente após reclamações externas, e você teve prejuízo financeiro e médico (quase um mês sem óculos de prescrição).

?? Passo 2 — Use esta resposta pronta no formulário do BBB:

Response to Business Message (BBB Case #********)
The company has not adequately addressed my concerns.
While a refund was eventually issued on October 30, 2025 — twenty days after purchase — this occurred only after multiple written complaints and after the company was informed that I had filed cases with the BBB and the **** ******** *******.
Throughout the process, Target Optical/Luxottica:
Admitted the manufacturing error on the left prescription lens;
Refused to repair the defect, even though I proposed an immediate fix by simply replacing the lens;
Required me, the consumer, to track the return shipment and notify them upon delivery, which violates standard consumer protection practices;
Stated that my product would be destroyed upon arrival, preventing any correction or inspection; and
Left me without prescription eyewear for nearly one month, forcing me to repurchase the same product elsewhere.
This case involved a medical item (prescription glasses), and the lack of responsibility, empathy, and professionalism directly impacted my daily life and vision needs.
At this stage, I request that the BBB keep this complaint open and unresolved until Luxottica provides:
A written acknowledgment of fault, and
A reasonable goodwill compensation for the extended period I was left without corrective eyewear and for the hardship caused.
All supporting documentation, including Rx, lab readouts, Target Optical internal order data, and correspondence proving mishandling, are available and have been submitted to the **** ******** ******* for review under case *****************

Regards,

******* *******
Initial Complaint
Date:10/27/2025
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
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.
Dollar amount: $367.99
Purchase Date: 07-28-2025
Lenscrafter store (****): *** *** ******* **** Space ****, ***** ******, FL, 33146
Receipt: *******
Salesperson: ******
Lenscrafter careform reference number: ************

Facts
1. I did an eye exam in the store on July 28 2025, and the doctors gave an instruction "Eyezen" in the prescription
2. After the exam, when choosing the lens options, I asked to remove the "Eyezen" options. The sales person in the store said "you need to talk to the doctor". This made me think "Eyezen" is mandatory for the lens, and I purchased the lens with "Eyezen" options. The sales person also convinced me to buy the eyewear protection plan at $34.99.
3 After trying the new eyeglass, I didnot feel comfortable and felt dizzy. I switched to use my old eyeglasses.
4 Starting from last week, I started to seriously try this new eyeglass, and wear it for two days. I got dizzy and could not use it, due to the eyezen add-on (changing vision at the lower part of the glass) and the blue filter, which made things dark for me to watch.
6 Given I could not use it, I spoke to the store manager over the phone, and she confirmed that eyezen is not mandatory given the prescription.
7 When I raised the fraud misinformation from the sales person, the store manager said that person no longer worked in the store.
8 I asked for a refund for the eye glass. She refused.
9 I asked for a refund for the protection plan, given I could not use the eyeglass. She refused.
10 I esclated this issue using *******************************************************. The esclation got routed to the same store manager. My requests for refund got rejected by the store manager.
11 I re-esclated the issue to the corporate care team, and got this response

"Please note that LensCrafters retail stores handle all customer care forms and are committed to resolving concerns. As a third-party mediator, our Customer Resolution Team cannot overturn decisions made by store management."
Business Response
Date: 11/06/2025
Hello ****,
I do apologize for your recent LensCrafters experience. I have forwarded your complaint to the regional manager over the store. I have also reached out for an update. Please know that we are working on a resolution and will be in touch soon.
Best regards,
J**** S
Luxottica Customer Resolution Team
Customer Answer
Date: 11/10/2025
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 was able to return the eyewear to the same store on Nov 9, 2025.

Regards,

**** ****
Initial Complaint
Date:10/27/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
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 escalate an issue that occurred at LensCrafter **** * *** ******, New York location regarding my Miu Miu prescription glasses purchased on September 9, 2025.

After paying for the order (frame and prescription lenses), I was told my glasses would be ready within 1–2 weeks. Two weeks passed with no updates. Since I was leaving New York, I provided both my new address and the LensCrafters ****** (Chicago) store as my preferred pickup location. Despite that, I received no communication until October 14 stating that my glasses were “ready,” but still sitting at the New York store. On October 16, I received an unprofessional one-line email saying only: “Tracking number #** *** *** ** **** ****”
without any mention of the shipping carrier or next steps.

Finally the frame arrived, but severely deformed: The front was widened, and both temples were flaring outward. The lenses were not aligned vertically, and the optical axis was visibly tilted. The ****** technician confirmed that the frame must be remade due to structural stress.

The store manager on 27th October said that “the frame needed to be bent because my prescription has a shape.” This explanation is technically false and contradicts optical manufacturing standards. I felt I was forced to opt into refund only and faced no compensation on my time and effort wasted here. It was shady to hear conflicting statements like the lens lab was internal but also thrid-party and the store could not disclose it. Moreover, he said that he has no ability tell the lab to avoid bending the frame arms if we remake, the process will take 3 weeks.

Based on my research, prescription lenses do not require bending or distorting the frame. The deformation pattern indicates that the lenses were edged oversized or mounted under mechanical stress. The product violates Industry Standards: According to ANSI Z80.1 (American National Standard for Prescription Ophthalmic Lenses – Recommendations for Dress Eyewear).
Business Response
Date: 10/30/2025
Hello ********,

Thank you for the additional information about your survey response and experience with LensCrafters Your feedback is valuable in identifying opportunities for improvement as we strive to deliver the best possible customer experience.

I am very sorry about your LensCrafters experience. To help come to a resolution, as a courtesy and to express our sincere apology for the frustrations, we would like to offer you 100% off a future purchase on ******************** up to $800. Meta products are excluded. In regards to your refund, we do recommend filling out a store care form that was previously given for assistance with that.

Please follow the below steps to use your discount code:

1. Visit ******************** to make your selection.

2. Once you have made your selection, proceed to check-out (Please be sure of your selection before adding the code. Once the code is entered, it is marked as redeemed).

3. Go to "Do you have a Promo Code?" on the check out page and enter the promotional code below to order your eyewear at the discounted price.

Promo Code: *************
Expiration: 12/31/2027

*This code cannot be used on sale items, combined with additional promotions offered on the website or with insurance.*

We apologize for not meeting the level of service expected and hope we have satisfactorily addressed your concerns.
If this did not solve your issue, please reply to us so that we can assist you further.

Best Regards,

J**** S
LensCrafters Customer Resolution Team
Initial Complaint
Date:10/24/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
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 glasses in March of 2025. Around August of 2025 I noticed the right hinge around the soldering was becoming loose. It got to the point where it is in the pictures provided, not because of damage or misuse but by shoddy worksmanship on that particular pair. I have been in the ** **** for 11 years as a Computer Network Tech and have experience with similar soldering in circuit cards and have seen similar situations. The glasses do not function whatsoever anymore nor do they sit on my face. This company has told me it is not covered under warranty nor would they offer me an option to repair it, I was offered 100 off my next pair. And why would I buy from them again? I wont. These cost a lot of money and I want some sort of resolution on this matter.
Business Response
Date: 10/30/2025
Hello *******,

Thank you for the additional information about your survey response and experience with RayBan. Your feedback is valuable in identifying opportunities for improvement as we strive to deliver the best possible customer experience.

I am very sorry about your glasses. Please note that all claims must be accompanied by a proof of purchase.

To express our sincere apology for the frustrations, as a one time courtesy only, we would like to offer you 100% off a future Meta purchase on www.rayban.com. This discount is good for one pair of Meta glasses with prescription lenses up to $900.

Please follow the below steps to use your discount code:

1. Visit www.rayban.com to make your selection.

2. Once you have made your selection, proceed to check-out (Please be sure of your selection before adding the code. Once the code is entered, it is marked as redeemed).

3. Go to "Do you have a Promo Code?" on the check out page and enter the promotional code below to order your eyewear at the discounted price.

Promo Code: *************
Expiration: 12/31/2027

*This code cannot be used on sale items, combined with additional promotions offered on the website or with insurance.*

We apologize for not meeting the level of service expected and hope we have satisfactorily addressed your concerns.
If this did not solve your issue, please reply to us so that we can assist you further.

Best Regards,

Jason S
RayBan Customer Resolution Team
Customer Answer
Date: 10/30/2025
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 will continue to be a customer and look forward to more products in the future.

Regards,

******* ******
Initial Complaint
Date:10/21/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
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.
To Whom It May Concern,
I am submitting this complaint regarding a significant purchase I made on October 10, 2025, with an estimated delivery date of October 17, 2025. When the item did not arrive as scheduled, I contacted the company on October 17 to inquire about the delay. The representative I spoke with provided a vague and generic response that did not clarify the situation.
In an effort to obtain more detailed information, I sent a formal written request asking for a clearer explanation. Unfortunately, the email response I received contained the exact same wording as the initial verbal response, offering no additional insight or resolution.
At this point, I am seeking a more transparent and thorough update regarding the status of my order, including the reason for the delay and a realistic estimate of when I can expect to receive the product. I believe this lack of communication and accountability warrants attention.
Thank you for your time and assistance in helping resolve this matte
Business Response
Date: 10/30/2025
Hello *******,

Thank you for the additional information about your survey response and experience with LensCrafters. Your feedback is valuable in identifying opportunities for improvement as we strive to deliver the best possible customer experience.
I am very sorry for the minor delay with your order. It does appear that your order was delivered on 10/29/2025 according to *** tracking number ******************. Feel free to contact us is you need any further
We apologize for not meeting the level of service expected and hope we have satisfactorily addressed your concerns.
If this did not solve your issue, please reply to us so that we can assist you further.

Best Regards,
J**** S
RayBan Customer Resolution Team
Initial Complaint
Date:10/21/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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 have been receiving billing statements for the amount of $70.00 after my visit at LensCrafters from this company . The invoice states that it’s a co-payment. I called the phone number on the statement and it stated it was no longer in service. Curiously, I called LensCrafters and spoke to an individual and he looked up my account. He stated that I already paid the $70 co payment during the visit. I am very reluctant to pay this bill because of these incidents. Why I’m I paying double my co-payment and why was this not discussed when I ordered my contacts and paid $350 upfront to place my order? This is very shady business.
Business Response
Date: 10/29/2025
Hello ********,

Thank you for the additional information about your survey response and experience with LensCrafters. Your feedback is valuable in identifying opportunities for improvement as we strive to deliver the best possible customer experience.

I am sorry to hear that your experience at one of our stores did not meet your expectations. We want to ensure we can resolve this as quickly as possible.

To ensure the proper team addresses your concerns we need to learn more about your experience in your own words. Please fill out our Customer Care Form so that we can best assist you. Once submitted, please allow up to 5 business days to hear back from the store.

To access the form, please visit:
*******************************************************

We apologize for not meeting the level of service expected and hope we have satisfactorily addressed your concerns.
If this did not solve your issue, please reply to us so that we can assist you further.

Best Regards,
J**** S
LensCrafters Customer Resolution Team
Initial Complaint
Date:10/21/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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’m following up regarding the denial of my warranty claim. I would like to request a clear explanation of why it was denied, as the message I received does not specify which of the listed reasons applies to my case.

Claim:
******** - Incident: ************* . October 2025. Luxotica
Purchase date: May 2025.

To clarify the situation:

-The sunglasses were being used under normal cycling conditions, exactly what they were designed for.
-The right temple detached and fell off while I was riding.
-The frame and lenses remain in perfect condition. The fact that the temple detached while riding indicates a defect or quality issue, not user error. The only reason the piece is missing is that it fell while I was in motion (not my fault) and in normal intended use of the sunglasses.
-These sunglasses were purchased around May 2025 and have been used only once or twice a month, so excessive use is not a factor.

Being asked to provide a complete item in this case is nonsense. THE FRAME FAILED IN THE FIRST PLACE.

According to their website, Sutro is designed with performance in mind. Sutro gives cyclists a bold and versatile look that they can confidently wear on and off the bike.

I want to stress that I am not requesting a full replacement. I’m simply asking for help obtaining a replacement right temple, which should be a minor part to provide. The denial, especially given that this appears to be a defect or quality issue, is disappointing, particularly since I’ve owned older Oakley models for years without ever experiencing something similar.

At minimum, I’d like to know if Oakley can source a compatible replacement part.
In this case, being asked to pay 50% of the cost of new sunglasses for something that clearly resulted from a manufacturing defect feels unreasonable. I’ve been a loyal customer for years and own several Oakley and Luxottica products, including ***** * ******* frames.
Business Response
Date: 10/29/2025
Hello *****,

Thank you for the additional information about your survey response and experience with Oakley. Your feedback is valuable in identifying opportunities for improvement as we strive to deliver the best possible customer experience.

I am very sorry about your glasses. As a one time courtesy only, to express our sincere apology for the frustrations, we would like to offer you 100% off a future purchase on ************** of one item up to $200. Meta products are excluded.

Please follow the below steps to use your discount code:

1. Visit www.oakley.com to make your selection.

2. Once you have made your selection, proceed to check-out (Please be sure of your selection before adding the code. Once the code is entered, it is marked as redeemed).

3. Go to "Do you have a Promo Code?" on the check out page and enter the promotional code below to order your eyewear at the discounted price.

Promo Code: ******************
Expiration: 12/31/2026

*This code cannot be used on sale items, combined with additional promotions offered on the website or with insurance.*

We apologize for not meeting the level of service expected and hope we have satisfactorily addressed your concerns.
If this did not solve your issue, please reply to us so that we can assist you further.

Best Regards,

J**** S
Oakley Customer Resolution Team
Initial Complaint
Date:10/20/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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 October 6, I contacted Lenscrafters to request a replacement for my damaged eyeglasses under their protection plan. I was informed by a representative that the replacement would arrive by October 17. However, after not receiving the glasses, I reached out via chat and encountered a representative who was unwilling to assist, prompting me to call customer service again.
During that call, I was told the frames were out of stock and the glasses would ship on October 20. On October 20, I chatted with another representative who then informed me that the lenses were out of stock. At no point was I proactively notified of these delays or stock issues.
This experience has involved multiple instances of conflicting and inaccurate information, poor communication, and unhelpful customer service. As a result, I am requesting a full refund for both the warranty replacement and the warranty itself.
I am extremely dissatisfied with the way this situation has been handled and believe it reflects a serious lack of accountability and professionalism. I am submitting this complaint to formally document the issue and to seek resolution.

Desired Resolution:

Full refund for the warranty replacement
Full refund for the warranty purchase
Improved customer service and communication practices
Business Response
Date: 10/29/2025
Hello ******,

Thank you for the additional information about your survey response and experience with LensCrafters. Your feedback is valuable in identifying opportunities for improvement as we strive to deliver the best possible customer experience.

I am sorry to hear that your experience at one of our stores did not meet your expectations. We want to ensure we can resolve this as quickly as possible.

To ensure the proper team addresses your concerns we need to learn more about your experience in your own words. Please fill out our Customer Care Form so that we can best assist you. Once submitted, please allow up to 5 business days to hear back from the store.

To access the form, please visit:
*******************************************************

We apologize for not meeting the level of service expected and hope we have satisfactorily addressed your concerns.
If this did not solve your issue, please reply to us so that we can assist you further.

Best Regards,

J**** S
LensCrafters
Customer Resolution Team

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Luxottica Retail North America Inc.

Luxottica Retail North America Inc.

Luxottica Retail North America Inc.

Luxottica Retail North America Inc.

Luxottica Retail North America Inc.

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

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