ComplaintsforLuxottica Retail North America Inc.

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Initial Complaint
04/22/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I went into this location that I have been going to for 21 years. There was a problem with my eyes earlier than my insurance kicked in. I paid for my visit out of pocket. This is where I have my insurance through for 21 + years. The doctor (same doctor i have been seeing for 21 years) said my vision had changed in both eyes. he had the front desk return the unopened boxes and exchange for the new rx. when they came in I still could not see out of my left eye and they said to come in and see dr. Dr said he needed to change the rx to an astigmatism lens to match my right eye. I said ok. they took the unopened boxes and exchanged them for the new rx. I questioned them about the 30day box i had opened. The said they could not return but I should call the customer service dept. So I did. Customer service department told me the opened box was covered under the Comfort Care Policy and take them back to the store for them to damage out and reorder. I did that and they said they have never heard of this. I left the store and called back the Customer Service dept and questioned them and filed a complaint as the store was not following the rule of the Comfort Care Policy. The week of April 8th i called the store to order more contacts, the manager of the store got on the phone and said she would not place my order since I filed a complaint again the store and she was refusing service to me, that I was to order on line only. I called and ordered my order on line and questioned this treatment (call was taped) the supervision Ciara on 4/10 said this should never had happened to me and would escalate it. I called back on 4/12 and Spoke to ****** she said they have decided to side with the manager of the store and not service me but I I can go to another Lens Crafters. Then that same afternoon I received the attached letter. This letter is a Retaliation letter not to mention Defamation of my Character. My insurance revolves around this. I am a long time customer of this store, the manager was not there on any of my visits and is judging my character and demeaning me. THIS IS NOT OK. I would never treat any of my clients this way nor do I feel I should have been put through this Trama.
Business response
04/22/2024
Hello ******

Thank you for the additional information about your experience with LensCrafters. Your feedback is valuable in identifying opportunities for improvement as we strive to deliver the best possible customer experience.
Our parent company Luxottica previously contacted you regarding your complaint. All the information you may have needed was provided to you during that communication (4/12, 4/15). We have no further information we can provide.
We apologize for not meeting the level of service expected and hope we have satisfactorily addressed your concerns.
Since the escalation process has been completed with the store, your complaint will not be revisited or re-escalated under any circumstances. Despite any additional complaints you may file, we will still not be able to assist you any longer regarding this complaint. This has been communicated to you on a number of occasions.

Best Regards,
LensCrafters
Customer Resolution Team
Business response
04/23/2024
April 12, 2024
***** ******
**** ***** **** **
******** ***** ** *****
Dear ***** *******
It has been brought to the Company’s attention that you have been exhibiting
behavior towards employees that is not consistent with Company
standards. These actions have negatively affected the atmosphere at the store
as well as our Ecommerce/Customer Service departments.
In order to help protect our employees from such circumstances, the Company is
discontinuing its business relationship with you, effective the date of this
letter. Due to the frequency of our communications with customers, you may
receive a final marketing mailing. Please be aware that receipt of such mailings
or offers will not change the termination of our business relationship. Your
cooperation is expected and required.
We officially request you discontinue any further contact with, or visit, the
Company’s corporate headquarters or any Company retail location. This is
including - but not limited to - LensCrafters, Sunglass Hut, Ilori, Pearle Vision
corporate-owned stores, Sears Optical, Target Optical, or Optical Shop of Aspen,
Costa, Native, Oakley, as well as our Customer Service departments and
Warranty/Aftersales. As of the issuance of this letter, the Company will consider it
trespassing and may proceed with the decision to take appropriate legal action.
Sincerely,
Luxottica
Customer response
04/23/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ** ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.
* Lens Crafters response is 100% unacceptable - The manager (Amruda) that was not on the premises during any of my visits to this store. The store has cameras and can pull up the feed to see the interaction between me and their check out person as well as Dr. ******. ****** was CLEAR to me that she was refusing service to me based on my complaint about the store not following the Comfort Care Policy. The same policy that their store had me call the Customer Service line about.
* I am 60 years old and pay for my insurance and have for over 55 years. This letter that they have created has BLOCKED ME from any and all services I use; why because I filed a complaint again the store about a Policy that is currently place.
* Lens Crafters / Luxottica needs to do their due diligence and review ALL, Videos, and All Recorded Phone calls made, as the Customer care center told me all calls are recorded.
* In the World we Live In Today, it is innocent until proven guilty. Lens Crafters / Luxottica is taking the word of 1 person and not doing right by the Consumer. We have a voice too and this is not ok, not fair and discriminatory.

Regards,

***** ******
Initial Complaint
04/19/2024
Complaint Type:
Product Issues
Status:
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.
The behavior of this company is simply unacceptable. Just a week ago, they informed me via email that because the product couldn't be returned, they would promptly refund me, suggesting I dispose of the RB Smart Glasses and charging case following local guidelines (see attached email from this company). Now, after I've already disposed of the item as per their instructions, they're demanding its return. Such inconsistency is utterly disgraceful. I plan to escalate this issue with my bank and take legal action. Additionally, my order arrived weeks late.
Business response
04/22/2024

Eloisa G
04/19/2024 03:27 PM
Hi *****,

Thank you for reaching out to Ray-Ban.com!

I apologized but after an investigation, the determination to your request indicated the refund or replacement of your order can't be process.

Again, thank you for contacting Ray-Ban.com! Have a wonderful day!

Best Regards,

Eloisa G.
************************
***************
Business response
04/22/2024
Hello *****,
We have no further information we can provide.

Best Regards,

Luxottica Customer Resolution Team
Customer response
04/22/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.
I am compelled to pursue legal recourse against your company, and concurrently, I will initiate a formal dispute with my financial institution. It is regrettable that such action is necessary. Your conduct is unacceptable, and it reflects poorly on your business integrity.

Regards,

***** *****
Initial Complaint
04/17/2024
Complaint Type:
Customer Service Issues
Status:
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.
3/18/24 I ordered a pair of glasses (#*************) in the **** ******** ** store #**** . Very basic prescription for readers. After waiting FOUR WEEKS and having multiple conversations with Alison (manager) I was told it would be best to cancel my order since Lenscrafters was not able to fill my order. I heard there was a defect, they were being remade - that was two weeks in. Next I was told perhaps they are out of the frame. It came down to a final recommendation to cancel the order because they simply were not coming. ONE MONTH WAIT FOR READERS THAT NEVER CAME & now I can pick up my prescription and go elsewhere. Amazingly I was offered a credit of $25 for the additional blue light protection I ordered. The entire cost should have been offered - it was only $43, pretty cheesy that was 3 weeks in. So your thoughts?
Business response
04/17/2024
Hello *****,

Thank you for contacting us regarding your conerns. I am providing you with the link to our Luxottica Cares Form. This form will request all necessary information, so that we may address your concerns as quickly as possible. We are currently responding to all submissions within five business days.

To access the form, please visit:

****************

Best Regards,

LensCrafters Customer Care
Initial Complaint
04/17/2024
Complaint Type:
Delivery Issues
Status:
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.
I have place a sunglass online and checkout to the address **** ******** ******** **** *** **** ** ***** and I haven't received my order until today and my order was on march 16 order number ******** and waited for a month and called them to ask them then they told me they shipped it and to wait I waited no one contacted me or I didn't get my order so I just call them and they said that ray ban don't ship to businesses and that is why I never got my order so I need to provide a resident address .. I told them no the website accepted my order I need my money back or send me my order and they said yes the policy is not in the website but its internal policy that they don't ship to the business and we will not refund you cause its been more than 14 days since I order it and I don't care how many days I am still waiting for my glass or refund at this time I don't even want the glass anymore ... I have have call my bank and disputed it also I have went to social media and complain as well as to the general attorney will be filed how a company take money waited a month and refused to refund the money they took or provided the item. UNACCEPTABLE and will go further with this. I am in shock this happen to me
Business response
04/17/2024
Hello ****,

As a one time exception we have gone ahead and issued you a full refund to the original form of payment for order ********. You should see this refund reflect on your side within 5 business days.

Please note that this was done as a one time exception.

In the future, please refrain from sending orders to a business as we only ship to residential addresses.

Thank you,
Luxottica Customer Resolution Team
Initial Complaint
04/17/2024
Complaint Type:
Delivery Issues
Status:
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.
I never received this pair of sunglasses >> MICHAEL KORS / ******* Isle Of Palms /*********** 1 UPC: *********551Order number****************************Order dateFebruary 20, 2024I reached out to the company immediately upon receiving the empty sunglass case, and was told to wait up to three weeks for a response, it’s now been over 6 weeks w/ no response. I called last week and I also emailed >> no reply.
Business response
04/17/2024
Dear K,

An internal investigation indicates that the carrier has delivered the package at the address indicated by you. We recommend opening a claim with the carrier directly.
We are sorry for the inconvenience.
Thank you,
Luxottica Customer Resolution Team

Business response
04/17/2024
Hello K,

Thank you for the additional information about your survey response and experience with us. Your feedback is valuable in identifying opportunities for improvement as we strive to deliver the best possible customer experience.
Our parent company Luxottica contacted you regarding the denail of your refund. All the information you may need will be on that communication. We have no further information we can provide.
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,

Customer Resolution Team

Customer response
04/18/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint.
for anyone else reading these comments, definitely stay away from ordering anything from Sunglass Hut online!!! Scam.

Regards,

* ******
Initial Complaint
04/16/2024
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On April 11, 2024, after spending $180 on an eye exam at the same store, I decided to purchase a pair of prescription glasses for around $400. Obviously, the representative was not happy with the amount, as after very specifically telling her that I did NOT need insurance on the glasses for $39, she seemingly accepted my response, and quoted $445 for the glasses. When it came to paying, I already got a bit suspicious, as the total changed to $439.65, and when I asked about it, she simply said, "Oh, I forgot to tell you that you're getting the insurance for free and a bit of discount." Furthermore, she was smart enough to hand me the receipt only when I was leaving the store, even more smartly, in an envelope. Rest assured, when I arrived home and examined the receipt, I had to notice that she indeed charged me for the insurance. It is very sad and unacceptable way of doing business, as she didn't even try to convince me why having insurance would be good for me (I may have even changed my mind). This is upfront customer deception (lying) and stealing (fraud). The business needs to put a stop to such kind of deceptive business practices, a manager owes me an apology, as I completely lost trust in the business, they must issue me a full refund, and they must issue a written commitment that they will immediately stop scamming (stealing from) people. Indeed, it is very sad that close to $600 spending was not enough for them, they really needed that extra $39. Guess where I'm NOT going to buy my second pair of glasses this year...
Business response
04/17/2024
Hello *****,

Thank you for reaching out to LensCrafters via the BBB.

After reviewing your previous escalation, it appears that yesterday 3/16 Quyen replied to us and provided this, "Sherwyn has reached out to the customer to explain and resolve the misunderstanding, They have come to a resolution and the customer is now satisfied with the outcome."

Thank you,
Luxottica Customer Resolution Team
Customer response
04/17/2024
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
04/15/2024
Complaint Type:
Billing Issues
Status:
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.
I was told I needed progressive lenses, not reading glasses, not sunglasses with polarized lenses and they were necessary. According to my insurance Humana they would pay for my glasses under $200, but they were charging me also $700 for Ray Bans. 18 US Code Section 1341 Frauds and Swindles.
Business response
04/16/2024
Hello ******

Thank you for contacting us in regards to your concerns. We are providing you with the link to our Luxottica Customer Care Form. This form will request all necessary information, so that we may address your concerns as quickly as possible. We are currently responding to all submissions within five business days.

To access the form, please visit:

**************************************************

Best Regards,

LensCrafters Customer Care
Initial Complaint
04/15/2024
Complaint Type:
Billing Issues
Status:
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.
I Visited said Pearle Vision location on 12/08/2023 for a routine eye exam by Dr. J**** Pick for glasses; for that visit, I received a $202.66 bill (Acct No. *********) - no money has yet been paid. On the day of the visit, I filled out their form and indicated I previously had cataract surgery and glaucoma. I told the Dr. I see both a glaucoma specialist and retinal specialist on a yearly basis and didn't need or want anything further than being fitted for glasses. Although Dr. Pick ONLY performed a routing exam, the statement indicates a comprehensive exam ($200) and Fundus Photography ($132) were also performed; this is not true and I am being billed for services not performed. I called the vision center and told them there was an error in billing. They checked, called me back and said I had cataracts and glaucoma and that the bill was correct; I couldn't get any resolution speaking with the vision center.
Business response
04/16/2024
Hello *******
Thank you for contacting us in regards to your concerns. We are providing you with the link to our Luxottica Customer Care Form. This form will request all necessary information, so that we may address your concerns as quickly as possible. We are currently responding to all submissions within five business days.

To access the form, please visit:

**************************************************
Best Regards,

Pearle Vision Customer Care
Initial Complaint
04/15/2024
Complaint Type:
Delivery Issues
Status:
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.
I purchased rayban Smart glasses on march 1 they were supposed to be delivered to the local sunglass hut store in Boulder Colorado. The glasses never arrived. I never received any update except the initial email confirmation. I called multiple times, finally after many attempts i was informed that they were delivered to a wrong location in a different city and that I need to file a claim and wait 3 weeks for an investigation even though everyone understood what went wrong. three weeks later no one called me back and on April 15 I called again only to be prompted to wait for further investigation. I insisted to speak with a manager and was discouraged several times finally I was transferred and she said she apologizes for the inconvenience and can send a replacement to the same store 45 Days after the initial order. When I asked for my refund she refused to help and said she is not authorized. It seems like they are only authorized to collect payments but not return refunds even when the company has made the error and it is was their responsibility. the rayban website says that if the glasses don’t arrive within 14 days the refund will be automatically credited to the credit card. It has been a nightmare dealing with this company and I think they rip people off intentionally holding back refunds and procrastinating with customer service and support that is not authorized to issue refunds for issues that are company related error. There is something very wrong about the way this company manages and processes orders and refunds I can only assume their policies are not supporting customer satisfaction and service intentionally holding back refunds. I Request a full refund for the whole sum I paid for sunglasses that were never delivered and mishandled by the company almost two months ago. And I have had to wait 4 weeks for any update
Business response
04/16/2024
Hello ******

Thank you for reaching out to Ray-Ban via the BBB.

After reviewing your previous interaction history, it appears that earlier today (4/16) you received an email from Christina B. who refunded your order for you.
"Hello ***** ,

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

In researching your issue, it appears the previous customer service agent advised that a replacement order was created and it would need to be returned once received to help resolve your issue.

Regrettably, a replacement order was not processed correctly and we have issued a full refund to the Visa card ending in ***** I have attached a copy of the transaction details to this email for your records.

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,

*********

Ray-Ban

Customer Resolution Team"

Thank you,
Luxottica Customer Resolution Team
Initial Complaint
04/10/2024
Complaint Type:
Customer Service Issues
Status:
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.
Whether or not the business tried to resolve my issue, that was their error.
Business response
04/10/2024
Hello*****,

Thank you for contacting us regarding your concerns. I am providing you with the link to our Luxottica Customer Care Form. This form will request all necessary information, so that we may address your concerns as quickly as possible. We are currently responding to all submissions within five business days.

To access the form, please visit:

****************

Best Regards,

LensCrafters Customer Care

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