Luxottica Retail North America Inc.

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.I have not received any emails from Lens Crafters. They have not tried to contact me by email, mail or phone. They used my benefits for the wrong person and I am unable to use my vision benefits until they correct this situation which as of this time they have not done that. I am requesting that Lenscrafters call me @ [redacted] (AFTER 3:00 PM) Regards, [redacted]Lens Crafters states they have tried to contact me via email. I have not received any emails, mail or phone calls from them. So the person that stated they have "tried " to contact me is not telling the truth. In the mean time My benefits have been used by a person that is not me.

August 25, 2016     Revdex.com Attn: [redacted]   Re: [redacted]   [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, Arizona Mills in Tempe, AZ.   Ms. [redacted] purchased a pair of eyeglasses back in December 2015 along with the Eyewear Protection Plan. Ms. [redacted] states she has an issue with part of her frames coming apart and she is unable to wear them. Ms. [redacted] visited her local store for help with replacing her eyewear through the protection plan. Ms. [redacted] is upset she was advised she would have to pay $50 to have the complete pair replaced, she states she was not informed of the co-pays needed to use the protection plan for replacement of the eyewear.   We apologize for any frustration that Ms. [redacted] has experienced with this situation. Feedback from our customers is appreciated.   Regional Manager Lisa A[redacted] has advised the store’s General Manager Kelly, was able to speak with Ms. [redacted] to discuss her concern at length. Kelly has offered to replace Ms. [redacted]’s eyewear with a co-pay of $25 for the lenses. Ms. [redacted]’s frames were replaced at no cost per the originally purchased frames are no longer available.   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

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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Although I have had my issue resolved regarding the trial lenses, I did not received a phone call from Rebecca, the regional manager. I contacted Sears Corporation on 11/23/2015 and filed my complaint and never got a response from the district manager. I did visit the store on 12/05/2015 and the staff was more accommodating than before, but the reason I'm rejecting this response is due to the nature that I did not receive a phone call or voicemail from the regional manager from Luxottica or Sears. Thank you.
Regards,
[redacted]

August 3, 2017Revdex.comAttn: [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 dissatisfied with the service provided...

by Sunglass Hut [redacted], Florida.Mr. [redacted] states his sunglasses were damaged and he is requesting a full refund or repair 100%.We apologize for any frustration that Mr. [redacted] has experienced with his situation. Feedback from our customers is appreciated.It is my understanding that our Regional Manager contacted Mr. [redacted]'s wife, who made the purchase originally. She will be visiting the Sunglass Hut location to exchange the Persol sunglasses. She was very happy that the Regional Manager contacted her and her husband about the situation.Thank you for contacting Luxottica Retail.Sincerely,Melissa H[redacted]Brand SupportSunglass Hut

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.   They offered nothing and consider the matter closed. This is the WORST response to a consumer complaint I have ever even heard about. Absolutely shameful. For the record I did not ask that MY information be removed, but that they remove the personal information of a former employee (her name and cell phone) These people are sm
Regards,
[redacted]

December 27, 2016   Revdex.comAttn: [redacted] Re: [redacted] ID# [redacted] Dear Ms. [redacted]: We are in receipt of Mr. [redacted]s rebuttal filed with your office.  We regret that Mr. [redacted] feels we have not met his expectations.  Mr. [redacted] states he is still waiting for his refund as promised.  We apologize for any frustration that Mr. [redacted] has experienced with this situation. Feedback from our customers is appreciated. Regional Manager Jury [redacted] advised that he has left multiple messages for Mr. [redacted] to call him back but has not been able to reach him.  Mr. [redacted] advised that Mr. [redacted] paid with a debit card and they need him to call or stop into the store with the card so the refund can be processed.   In light of the above, we feel this matter has been satisfactorily resolved. Thank you for contacting Luxottica Retail.   Sincerely,  [redacted]Consultant, Consumer SupportNorth Am[redacted] Consumer Operations   Tell us why here...

August 26, 2016     Revdex.com Attn: [redacted]   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 service. We’re sorry Mr. [redacted] feels we fell short of our goal and is dissatisfied with the service provided by LensCrafters, [redacted] located in [redacted].   Mr. [redacted] states he placed an order for eyeglasses for his mother in law. Mr. [redacted] advised the store the eyewear was needed promptly by August 19th, before they were to return back to the [redacted]. Mr. [redacted] is upset as they were told after the order was placed, it would not be ready for 7-10 business days at around the 22nd. Mr. [redacted] would like a full refund for the order as the store did not meet the expected and promised needs.   We apologize for any frustration that Mr. [redacted] has experienced with this situation. Feedback from our customers is appreciated.   General Management of the location has attempted to reach Mr. [redacted] to discuss this issue. A voice mail was left on Mr. [redacted]’s phone number. We show the eyewear has been picked up as of 08/18/2016. Should Mr. [redacted] need additional assistance, we ask that he please call ###-###-#### option 6 and ask to speak with a member of our Escalation’s Specialist team.   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

I purchased the glasses at [redacted] - I return the glasses to Luxottica USA, [redacted].I have been in contact with Beatrice w/Ray-Ban Customer Care ... if that helps.

June 17, 2016    Revdex.comAttn: [redacted]Re: [redacted] ID# [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 Sunglass Hut online customer service. Ms. [redacted] states that she purchased Ray Ban sunglasses at one of our store locations.  Ms. [redacted] states after wearing them they were not staying on her face and took them back to the store for an adjustment.  Ms. [redacted] states this continued and she reached out by email to Sunglass Hut online service and was instructed to mail them back.  Ms. [redacted] states she mailed them back in January 2016 and has not heard back or received her sunglasses back.  We apologize for any frustration that Ms. [redacted] has experienced with this situation. Feedback from our customers is appreciated.[redacted], manager of online services has advised that her team at the warehouse is looking into locating the package to have returned to Ms. [redacted].  In light of the above, we feel this matter has been satisfactorily resolved. Thank you for contacting Luxottica Retail.Sincerely,Erica [redacted]Team LeadLuxottica Retail

[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:
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]

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 simple fact of the matter is that Luxottica consistently lied to me over and over. What I was told would be delivered in 2 weeks consistently was prolonged and I had to call in every time to ask the whereabouts of what I had paid for. This response is nothing more than a slap in the face after Luxottica continued to change the timeframe in which my replacement would be delivered. I am not happy with this response since once more, it is my duty to call them and get the information when they are the ones who have caused the problem. I have already been given enough hassle by Luxottica and their response is for me to be inconvenienced once more by having to call them with any issues I may have? This is a preposterous response and Luxottica should be ashamed of themselves for failing to deliver on expectations that they originally set.
Regards,
[redacted]

September 2, 2016     Revdex.com Attn: [redacted]
  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 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 [redacted], GA.   Mr. [redacted] emailed images for two pairs of eyewear for possible repair through warranty. Mr. [redacted] states no response was given for either of his requests he emailed. Mr. [redacted] would like to know the status of his request and his options for repair/replacement.   We apologize for any frustration that Mr. [redacted] has experienced with this situation. Feedback from our customers is appreciated.   Danielle V[redacted] Senior Representative in the Warranty and Repair Center’s Customer Service, has advised Mr. [redacted]’s lenses in his [redacted] frames were found to not be defective. Ms. V[redacted] offers Mr. [redacted] 40% off the cost to replace the Ray Ban eyewear. Should Mr. [redacted] wish to take advantage of this offer or find out if other lens options are available, we ask that he please call customer care 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 Luxottica Retail

April 28, 2017   Revdex.comAttn: [redacted]Re: [redacted] ID# [redacted]Dear [redacted]:We are in receipt of [redacted]’s 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] states that she purchased glasses on 7/30/2016 with the protection plan.  [redacted] states that her lens had a blurred spot, and her vision was poor and cloudy as a result.  [redacted] states that she wanted her lens replaced, and the store wanted to charge her for it.  We apologize for any frustration that [redacted] has experienced with this situation. Feedback from our customers is appreciated.The regional manager of [redacted], Jason B., spoke to [redacted], who recently moved to [redacted] but will be back to [redacted] for vacation in a few weeks.  Mr. B. listened and apologized for the poor service at the [redacted] location.  Mr. B. states that [redacted] may have a lens coating issue and offered to replace the lenses when she’s back in [redacted].  [redacted] states that she doesn’t like her frame and is willing to pay for the new frame and have the lenses replaced.  Mr. B. agreed that was no problem.  In light of the above, we feel this matter has been resolved. Thank you for contacting Luxottica Retail.Sincerely,Lindsay T.Luxottica Retail

October 26, 2015

Revdex.com
Attn: [redacted]
    [redacted]
 
[redacted]
 
[redacted] 
We are in receipt of Ms. [redacted]’s rebuttal filed with your office. We regret that Ms. [redacted] feels we have not met her expectations.
 
Ms. [redacted]’s feedback is appreciated and has been forwarded to the appropriate member of management. [redacted], a member of upper management, attempted to contact Ms. [redacted] during the week of September 28, 2015 and during the week of October 16, 2015 with no success. [redacted] would like to further discuss Ms. [redacted]’s concerns. Therefore, we stand behind our response dated October 5, 2015.

Should Ms. [redacted] need additional assistance with this matter, she may contact [redacted] back directly at  805 [redacted].
 
Thank you for contacting Luxottica Retail.
 
Sincerely,
 
[redacted]
Escalations Specialist
Luxottica Retail

September 29, 2015Revdex.comAttn: [redacted]Re: [redacted]Dear Ms. [redacted]:This is in response to Mrs. [redacted]'s complaint filed with your office.We apologize  for any frustration that Mrs. [redacted] has experienced with her situation....

Feedback from our customers is appreciated.To my knowleged our  "[redacted] contact" has been involved with this concern and working diligently toward a complete resolution for Ms. [redacted]. All paperwork was  submitted for Mrs. [redacted] multiple times.Should Mrs. [redacted] need further assistance, Ms. [redacted], Regional Manager, will be happy to assist. Ms. H[redacted] can be reached at ###-###-####.Thank you for contacting Luxottica Retail.Sincerely,[redacted]Escalations SpecialistLensCrafters

December 3, 2015
   
[redacted]
[redacted]
[redacted]
 
[redacted]
*
[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
Livingston Mall in Livingston, NJ.
 
We apologize for any frustration that Ms. [redacted] has experienced with this
situation. Feedback from our customers is appreciated.
                        
Regional General Manager, [redacted], reached out to Ms. [redacted], with no
success, regarding her concern.
 
If Ms. [redacted] has any further concerns she can contact Ms. [redacted] directly at [redacted]
 
Thank you for contacting Luxottica Retail.
 
Sincerely,
 
 
[redacted]
Brand Liaison
Luxottica Retail

March 26, 2018    Revdex.com Attn: [redacted]
  Re: [redacted] [redacted]   Dear Ms. [redacted]:   We are in receipt of Mr. [redacted]’ 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 our LensCrafters Kings Plaza Location in Brooklyn, NY.   Mr. [redacted] states his personal pair of [redacted] frames was lost in shipping to the lab. We apologize for any frustration that Mr. [redacted] has experienced with this situation. Feedback from our customers is appreciated.   Ms. [redacted], I have personally reached out to Mr. [redacted] by phone and left a voicemail so that we may conduct an extensive investigation towards a resolution. For more assistance, Mr. [redacted] may reach me at ###-###-#### option 7.   Thank you for contacting Luxottica Retail.   Sincerely,   Melissa H[redacted] Brand Support LensCrafters

Per phone call:"The business has resolved my complaint.Thank you"
Revdex.com:
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]

Thanks for your email follow-up on this.  I kid you not the glasses arrived today.  It could be coincidence but regardless thank you for whatever was done on your side!  You can close this complaint out as the product was received and was in good condition.Thanks again!
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]

April 14, 2016     Revdex.com Attn: Tamara Hasselbeck [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 LensCrafters, Old Orchard Center Skokie, IL. Mr. [redacted] is unhappy with the lenses his partner received. . Mr. [redacted] stated that the lenses were too thick and when they asked for thinner lenses they were told none existed. . Mr. [redacted] asked for a personal apology from all members involved at the store and compensation for the drive and time they spent trying to resolve this at the Old Orchard Center location.    We apologize for any frustration that Mr. [redacted] has experienced with this situation. Feedback from our customers is appreciated. The Regional General Manager, Mr. L[redacted] reached out to Mr. [redacted] on April 8, 2016 and spoke in depth with him regarding his concerns.  Mr. L[redacted] apologized for the experience Mr. [redacted] and his partner had and offered to reach out to Mr. [redacted] partner.  Mr. [redacted] said that was not necessary.  Mr. L[redacted] provided additional coaching to the store associates involved. In light of the above, we feel this matter has been successfully resolved. Thank you for contacting Luxottica Retail. Sincerely, [redacted] Team Lead Luxottica Retail(see attached)