Luxottica Retail North America Inc.

June 8,
","sans-serif" lang="EN">Revdex.com
Attn: [redacted].[redacted]
Re: [redacted]
Dear Ms[redacted]:
We are in receipt of Ms[redacted]'s complaint filed with your office
Luxottica Retail's vision is to provide legendary serviceWe're sorry Ms[redacted]
feels we fell short of our goal and is dissatisfied with the [redacted] in [redacted]
Ms[redacted] states that her daughter's eyeglasses broke
We apologize for any frustration that Ms[redacted] has experienced with
this situationFeedback from our customers is appreciated
It is my understanding that Ms[redacted] was contacted regarding her
concernMs[redacted] was invited back to the store to have the frame
replaced, free of charge
In light of the above, we feel this matter has been satisfactorily
resolvedThank you for contacting Luxottica Retail
Sincerely,
[redacted]
Escalations Specialist
[redacted]

August 24, 2016     Revdex.com Attn[redacted]   Re: [redacted]   Dear [redacted]:   We are in receipt of [redacted] complaint filed with your office. Luxottica Retail’s vision is to provide...

legendary service. We’re sorry [redacted] feels we fell short of our goal and is dissatisfied with the service provided by LensCrafters, [redacted] in [redacted].   [redacted] states she was charged for extras added onto her eyewear that was not necessary. [redacted] advised she has contacted customer care without any response received. [redacted] is upset at the cost she has paid for her eyewear and exam, even after her insurance was applied.   We apologize for any frustration that [redacted] has experienced with this situation. Feedback from our customers is appreciated.   Regional Manager Sarah W., has personally emailed [redacted] to discuss her concerns at length. [redacted] has advised a copy of the customer’s receipt for both the exam and purchase of eyeglasses, has been sent to [redacted]. The receipts sent show the associated costs for the type of exam performed and the eyewear purchased. [redacted] states [redacted] was given information on available options for her eye exam and eyewear. [redacted] included a copy of the disclaimer [redacted] was given at the time of her eye exam, to give details on retinal imaging and fees involved as it was not covered by her plan.   In light of the above, we feel this matter has been satisfactorily resolved. Thank you for contacting Luxottica Retail.     Sincerely,     Holly T. Brand Liaison Luxottica Retail

July 13,
","sans-serif" lang="EN">Revdex.com
Attn: [redacted]
*
[redacted]
*
[redacted]
We are in receipt of Ms[redacted]'s complaint filed with your office
Luxottica Retail's vision is to provide legendary serviceWe're sorry Ms[redacted]
feels we fell short of our goal and is dissatisfied with the service provided
by LensCrafters, Kildonan Place Shopping Centre, in Winnipeg, MB
Ms[redacted] feels that her eyeglasses are poor quality and the
anti-reflective coating is peeling off
We apologize for any frustration that Ms[redacted] has experienced with
this situationFeedback from our customers is appreciated
It is my understanding that Ms[redacted] was contacted regarding her
concernMs[redacted] will be returning to the store once she returns from
vacation to have her lenses replaced
In light of the above, we feel this matter has been satisfactorily resolved
Thank you for contacting Luxottica Retail
Sincerely,
[redacted]
Escalation Specialist
Luxottica Retail

October 2, 2017   Revdex.com Attn: [redacted]   Re: [redacted]   Dear Ms. [redacted]:   This is in response to Mr. [redacted]’s rebuttal response.   We apologize again for any frustration that Mr. [redacted] has endured. I personally contacted Mr. [redacted] today to see if there was a resolution put in place from our Luxottica Warranty Department. We spoke about the Supervisor, [redacted] contacting him and how he is going to receive a refund check in the amount of $200.00. The check should arrive to him within 7-10 business days. Mr. [redacted] stated once he received his refund check he will connect back with your office.   Should Mr. [redacted] need anything further I can be reached at ###-###-####.   Thank you again for contacting Luxottica Retail.   Sincerely,     Melissa H[redacted] Brand Support Luxottica

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
LensCrafters handled the matter prior to reaching out to me by phone today, 3/26,18. I am satisfied that the matter was resolved  to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

October 28, 2016     Revdex.com Attn: [redacted]   Re: [redacted] ID # [redacted]   Dear Ms. [redacted]:   We are in receipt of Ms. [redacted]’ complaint filed with your office. Luxottica Retail’s vision is to...

provide legendary service. We’re sorry Ms. [redacted] feels we fell short of our goal and is dissatisfied with the LensCrafters, [redacted] Square, [redacted], Ohio.   Ms. [redacted] states after getting glasses from LensCrafters she started seeing things at an angle.  Ms. [redacted] states she returned to the store and the associate she was working with offer no solution.    We apologize for any frustration that Ms. [redacted] has experienced with this situation. Feedback from our customers is appreciated.   Diana H[redacted], Regional Manager advised she spoke with Ms. [redacted] and offered for her to return the glasses to the store for a refund.    In light of the above, we feel this matter has been satisfactorily resolved. Thank you for contacting Luxottica Retail.   Sincerely,   Erica R[redacted] Consultant, Consumer Support North America Consumer Operations Luxottica North America

I cancelled the charge with my credit card and that prompted LensCrafters to admit my lens were defective and has replaced them.  So my specific issue was resolved though I would argue they do not follow fair business practice knowing the lens were defective. 
Better Business...

Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

July 29,
","sans-serif" lang="EN">Revdex.com
Attn: [redacted]@cincinnati.Revdex.com.org
Re: [redacted]
Dear Ms[redacted]:
We are in receipt of Mr[redacted]'s complaint filed with your office
Luxottica Retail's vision is to provide legendary serviceWe're sorry Mr
[redacted] feels we fell short of our goal and is dissatisfied with the service
provided by Pearle Vision, [redacted] in [redacted], Pennsylvania
Mr[redacted] states that his lens keeps falling out of his frame
We apologize for any frustration that Mr[redacted] has experienced with this
situationFeedback from our customers is appreciated
Regional General Manager, Jayme M[redacted], attempted to contact Mr[redacted]
regarding his concern and left voicemailsMsM[redacted] states that they will
exchange the frame for him or restyle him to a new frame at the same price
pointIf Mr[redacted] has any further concerns he can contact MsM[redacted]
directly at ###-###-####
In light of the above, we feel this matter has been satisfactorily
resolvedThank you for contacting Luxottica Retail
Sincerely,
Mindy D[redacted]
Escalation Specialist
Luxottica Retail

December 8, 2016     Revdex.com [redacted]
[redacted]
 
[redacted]
  Dear Ms. [redacted]:   We are in receipt of Mr. [redacted]’ complaint filed with your office. Luxottica Retail’s vision is to...

provide legendary service. We’re sorry Mr. [redacted] feels we fell short of our goal and is dissatisfied with the service provided by Luxottica Warranty and Repair Center in Mason, OH.   Mr. [redacted] states after his glasses broke he submitted a claim in August 2016 with the Luxottica Warranty Center.  Mr. [redacted] states he was notified that the damage was not found to be defective.  Mr. [redacted] states he called into the center and requested a second evaluation but never received a response.    We apologize for any frustration that Mr. [redacted] has experienced with this situation. Feedback from our customers is appreciated.   [redacted], Consultant for Luxottica Warranty Repair Center states the second evaluation on Mr. [redacted]’ glasses returned the same results, non-defective.  Ms. [redacted] states the offer to replace Mr. [redacted]’ glasses at 40% off for a new pair still stands, however she suggest for a more thorough evaluation that Mr. [redacted] send his glasses into the repair facility.  If Mr. [redacted] would like to discuss his options with Ms. [redacted] she can be reached at 1-[redacted].   In light of the above, we feel this matter has been satisfactorily resolved. Thank you for contacting Luxottica Retail.     Sincerely,   [redacted] Consultant Specialist Luxottica Consumer Shared Services

August 11, 2016     Revdex.com Attn: [redacted]   Re: [redacted]   Dear Ms. [redacted]:   We are in receipt of Ms. [redacted]’ complaint filed with your office. Luxottica Retail’s vision is to provide...

legendary service. We’re sorry Ms. [redacted] feels we fell short of our goal and is dissatisfied with the service provided by Luxottica Warranty and Repair Center in Mason, OH.   Ms. [redacted] states she sent her sunglasses in to the warranty and repair center back in April of this year. Ms. [redacted] was told repair to her sunglasses would be a charge of $75.00. Ms. [redacted] opted for no repair and asked for her sunglasses to be returned. Ms. [redacted] advised she has not been informed of the status for her return request and it is past the time frame of 7-14 business days, she was asked to allow.   We apologize for any frustration that Ms. [redacted] has experienced with this situation. Feedback from our customers is appreciated.   Danielle V[redacted] a senior representative in customer service has advised Ms. [redacted]’ sunglasses are being returned to her as requested. The package was sent to him via [redacted], tracking [redacted] and expedited at our expense.   In light of the above, we feel this matter has been satisfactorily resolved. Thank you for contacting Luxottica Retail.     Sincerely,   Holly T[redacted] Brand Liaison Luxottica Retail

November 16, 2015
   
Revdex.com
Attn: [redacted]
Re: [redacted]
Dear Ms. [redacted]:
We are in receipt of Ms. [redacted]’s complaint filed with your office.
Luxottica Retail’s vision is to...

provide legendary service. We’re sorry Ms.
[redacted] feels we fell short of our goal and is dissatisfied with the service
provided by LensCrafters,
[redacted].
Ms. [redacted] states that a LensCrafters associate did not offer multiple
lens options, and failed to provide detailed pricing, and vision benefit
information.
We apologize for any frustration that Ms. [redacted] has experienced with this
situation. Feedback from our customers is appreciated.
General Manager, [redacted], contacted
Ms. [redacted] on Friday 11/13/15, regarding her concern. Ms. [redacted] listened
to Ms. [redacted]’s concerns, and apologized for her overall experience.  Although, Ms. [redacted] has purchased elsewhere,
she stated she may purchase a back-up pair using her vision benefits. Ms.
[redacted] went over pricing, and lens options with Ms. [redacted], and invited her
into the store for a free adjustment, and cleaning. Ms. [redacted] appreciated
hearing from Ms. [redacted].
In light of the above, we feel this matter has been satisfactorily
resolved. Thank you for contacting Luxottica Retail.
Sincerely,
 
[redacted]
Brand Liaison
Luxottica Retail

May 20, 2016 Revdex.com Attn: [redacted] Re: [redacted] Dear Ms. [redacted]: We are in receipt of Ms. [redacted]’s complaint filed with your office. Luxottica Retail’s vision is to provide legendary service. We’re sorry Ms. [redacted] feels...

we fell short of our goal and is dissatisfied with the service provided by Pearle Vision, [redacted] in [redacted], [redacted]. Ms. [redacted] states that she was incorrectly charged for the lenses she purchased with her eyewear. Ms. [redacted] would like to be refunded the $21.00 she was overcharged for her lenses. We apologize for any frustration that Ms. [redacted] has experienced with this situation. Feedback from our customers is appreciated. A store associate [redacted] has attempted to reach Ms. [redacted], to discuss the concern. [redacted] states that they are able to credit the $21.00 owed, to a credit card or they can arrange for a refund check to be sent out. [redacted] advised that if requesting a refund check, Ms. [redacted] can expect it in the mail within 4-6 weeks. Should Ms. [redacted] want to have the refund via her credit card or want to discuss the matter further, she may reach [redacted] at ###-###-####. In light of the above, we feel this matter has been satisfactorily resolved. Thank you for contacting Luxottica Retail. Sincerely, Holly T[redacted] Brand Liaison LensCrafters

Tell us why here...January 17, 2017   Revdex.com[redacted]
[redacted]
 
[redacted]
 
[redacted] We are in receipt of Ms. [redacted] complaint filed with your office. Luxottica Retail’s...

vision is to provide legendary service. We’re sorry Ms. [redacted] feels we fell short of our goal and is dissatisfied with the service provided by LensCrafters.  Ms. [redacted] states she received poor service in store and unsuitable lenses with no resolution or follow up.  We apologize for any frustration that Ms. [redacted] has experienced with this situation. Feedback from our customers is appreciated. As appeasement the Regional Management of LensCrafters store 0060, [redacted] has reached out and offered assistance. The regional manager is waiting for the customer’s callback so she may set up arrangements to provide Ms. [redacted] with a better experience and to address these concerns.    In light of the above, we feel this matter has been satisfactorily resolved. Thank you for contacting Luxottica Retail.  Sincerely, [redacted]Consultant Luxottica Retail

February 21, 2017   Revdex.comAttn: [redacted]
*
[redacted]
*
[redacted] We are in receipt of Mr. [redacted]’s complaint filed with your office.  Luxottica Retail’s vision is to provide legendary service....

 We are sorry Mr. [redacted] feels we fell short of our goal and is dissatisfied with the service provided by LensCrafters.  Mr. [redacted] states that he was unhappy with his Ray-Ban prescription sunglasses, and wanted to exchange them for something that worked better.    We apologize for any frustration that Mr. [redacted] has experienced with this situation. Feedback from our customers is appreciated. The regional manager for LensCrafters store 112, [redacted], contacted the customer and arranged for the customer to visit the store again and exchange his sunglasses.    In light of the above, we feel this matter has been satisfactorily resolved. Thank you for contacting Luxottica Retail.  Sincerely, [redacted]Luxottica Retail

September 19, 2016     Revdex.com Attn: [redacted]   Re: [redacted] ID# [redacted]   Dear Ms. [redacted]:   We are in receipt of Mr. [redacted]’s complaint filed with your office. Luxottica Retail’s vision is to...

provide legendary service. We’re sorry Mr. [redacted] feels we fell short of our goal and is dissatisfied with the service provided by LensCrafters, Superstition Springs, Arizona   Mr. [redacted] states LensCrafters took his personal information and feels he is now going to be the victim of identity theft.    We apologize for any frustration that Mr. [redacted] has experienced with this situation. Feedback from our customers is appreciated.   Regional Manager, Lisa A[redacted] advised that the store needed to build a profile in the system to search his insurance to verify if LensCrafters accepted Mr. [redacted]’s particular plan.  Ms. A[redacted] explains that LensCrafters may accept certain plans from a provider and when Mr. [redacted] presented his card they at first advised they did accept his insurance but after building his profile the system was unable to locate Mr. [redacted] in our system.  Ms. A[redacted] advised that under HIPPA all of Mr. [redacted]’s information is protected.   In light of the above, we feel this matter has been satisfactorily resolved. Thank you for contacting Luxottica Retail.     Sincerely,   Erica R[redacted] Team Lead Luxottica Retail

February 8, 2018   Revdex.com Attn: [redacted]   Re: [redacted]   Dear Ms. [redacted]:   We are in receipt of Mr. [redacted]’s complaint filed with your office. We’re sorry Mr. [redacted] feels we fell short of our goal and is dissatisfied with the service...

provided by LensCrafters the Avenue at [redacted] in [redacted].   Mr. [redacted] states he was misled information on the Protection Plan policy (EPP) at the time of purchase. He is requesting a refund, along with an apology.   We apologize for any frustration that Mr. [redacted] has experienced with his situation. Feedback from our customers is appreciated.   Ms. [redacted], we regret there was a communication gap with Mr. [redacted]’s purchase. It is my understanding that Mr. Stuart W[redacted], Regional Manager contacted Mr. [redacted] on January, 15, 2018 and spoke about his concerns. He offered an apology as well. Should Mr. [redacted] need further assistance, Mr. Wallace can be contacted at ###-###-####.   Thank you for contacting Luxottica Retail.   Sincerely,   Melissa H[redacted] Brand Support LensCrafters

March 7, 2018   Revdex.com Attn: [redacted]   Re: [redacted]   Dear Ms. [redacted]:   We are in receipt of Mr. [redacted]’s complaint filed with your office. We’re sorry Mr. [redacted] feels we fell short of our goal and is...

dissatisfied with the service provided by [redacted] Optical’s [redacted] in [redacted], PA.   Mr. [redacted] states that he received poor services from the associates as well as issues with his lens.   We apologize for any frustrations that Mr. [redacted] has experienced. Feedback from our customers is appreciated.   Our Regional Manager of the [redacted] Optical, [redacted], contacted Mr. [redacted] to address his concerns. It is our understanding that Mr. [redacted] will receive his refund in the amount of $148.00. Also, Ms. A[redacted] is willing to assist him with his eyewear when he visits the [redacted] store location. Should Mr. [redacted] have further concerns he can reach Ms. A[redacted] at ###-###-####.   In light of the above, we feel this matter has been satisfactorily resolved. Thank you for contacting Luxottica Retail.   Sincerely,   [redacted] Brand Support LensCrafters

April 21, 2016    [redacted]
[redacted]
[redacted] Re: [redacted] Dear Ms. [redacted] We are in receipt of Mr. [redacted] complaint filed with your office. Luxottica Retail’s vision is to provide legendary service. We’re sorry Mr. [redacted]...

feels we fell short of our goal and is dissatisfied with the service provided by LensCrafters, Southcenter Mall, in Tukwila, Washington. Mr. [redacted] feels that a refund owed to him has been unnecessarily delayed. We apologize for any frustration that Mr. [redacted] has experienced with this situation. Feedback from our customers is appreciated. It is my understanding that the management team at the Southcenter Mall location has addressed the issue and provided the requested refund and resolution.  Should Mr. [redacted] need additional assistance with this matter, he may contact management back at [redacted]. In light of the above, we feel this matter has been satisfactorily resolved. Thank you for contacting Luxottica Retail. Sincerely, A[redacted] S[redacted] Escalation Specialist Luxottica Retail Tell us why here...

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The problems with the eyewear are being glossed over and ignored in this response. This response uses overly formal speech that attempts to lessen my complaints and pacify me. My contentions stand as follows:1. The durability of the $250 eyewear I purchased is not acceptable even were they sold at a much lower price. The failure of the temple tip, the hinge, and the deep scratches on the interior side of the lens due to the temple tips rubbing against the lens are unbecoming failures at this price point and under warranty.2. I was sold a lemon and Luxoticca has shirked responsibility to their customers by quietly and quickly pulling a failed and flawed design from the market. When they demonstrate the success and length of time this model was on the market compared to other base [redacted] designs over the last twenty years -- only then will I entertain arguments to the contrary.3. Unfortunately, this model is the only pair of [redacted]s I have ever found to fit my wide nose bridge, so a discount on a different model satisfies me in no way. Only a replacement with the SAME model, such that I might have a chance enjoying 2 full years of use that the warranty should guarantee -- which should be simple if this model is so successful and [redacted] stands by the quality and does not consider this product a failure. A full refund is the only other acceptable resolution if this isn't possible.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Thank you very much for following this issue causing me great deal of concern and frustration, I been using insurance for many years and I never heard such explanation as why any provider check all information on my insurance card and accepting it to only tell me they can’t accept my insurance after they get all my personal information , I am sorry but their  explanation didn’t convince me   Regards [redacted]