Luxottica Retail North America Inc.

June 2, 2014
Revdex.com
Attn: [redacted]
[redacted]
Re: [redacted]
Dear Ms. [redacted]:
This is in response to Ms. [redacted]'s complaint filed with your office.
We apologize for any frustration that Ms. [redacted] has experienced. Feedback from our...

customers is appreciated.
Ms. [redacted], it is our understanding that our Regional Manager, Ms. [redacted], has attempted to contact Ms. [redacted] numerous times with no success. Should Ms. [redacted] need further assistance, Ms. [redacted] can be reached at (347) 712-0069.
Thank you for contacting Luxottica Retail.Sincerely,
[redacted]
Liaison to the Executive Office
Lenscrafters

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.  I would like to respond to [redacted]'s reply to my compliant. Before choosing where to go to get my eye glasses I contacted [redacted] Advantage Health Plan to where the cheapest and best place to go. The lady at [redacted] went into detail what my Plan paid and what I would be responsible for. [redacted] told me my Plan coverage was, First, [redacted] paid so much and then [redacted]'s Discount would be applied after what [redacted] was responsible for. Then [redacted] told me the best place to go was to LensCrafters because after what [redacted] pays and then the [redacted] Discount, LensCrafters gives a $200.00 Discount for [redacted] Customers. [redacted] considering all of the Eye Glass businesses that was in [redacted] Provider Network LensCrafteres was the best place to go, because of LensCrafters added $200.00 Discount.[redacted] did respond a week later after I contacted LensCrafters with my complaint. Nowhere in her response did she address why the $200.00 Discount wasn't applied as part of their being in the [redacted] Provider Network.I have attached the LensCrafters Bill and no where is the $200.00 LensCrafters Discount is applied, only the [redacted] payment and the [redacted] Discount was applied.I have also attached LensCrafters "30 Day Happiness Guarantee" which states, That's our promise, So, if you're not completely happy with your purchase within the first 30 days, just let us know. We'll do whatever it takes to make it right. LensCrafters Guarantee is not worth much, in my opinion and in my experience that is false advertising.I want to thank the Revdex.com for your help, especially as the first place to place my compliant.Thank you,[redacted] and Spouse[redacted] Additional information 8/29/2016:[redacted] <[redacted]> Mon, Aug 29, 2016 at 4:01 PMTo: [redacted]Cc: [redacted]Dear [redacted]:I called my [redacted] Advantage Medicare Plan about getting eye glasses. I wanted to know what Vision companies were in the Provider Network and where do I get the best deal. This is what [redacted] advised for the best deal, go to LensCrafters. I ask [redacted] what my Medicare Plan paid for? Here is what [redacted] told me about LensCrafters. At LensCrafters, [redacted] would pay first and then the [redacted] Discount Plan would pay second and then LensCrafters was offering an additional $200.00 Discount to [redacted] Advantage Members, and I would have to pay the balance. After all of the discounts I should have paid $211.00, instead of the $411.00 I paid. The response from Sarah W., Regional Manager for LensCrafters did not address why LensCrafters did not apply the LensCrafters Discount. According to [redacted], LensCrafters did not honor their agreement.I am attaching my bill from LensCrafters, so you can see only the [redacted] Payment and the [redacted] Discounts was applied. Also, I am attaching LensCrafters Guarantee, that says 30 Day Happiness Guarantee, 100% Satisfaction Guarantee, that's our promise. We'll do whatever it takes to make it right! LensCrafter's has not lived up to their guarantee! Nor, honored their agreement with [redacted].[redacted]

[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]

Unfortunately I do not have the exact information on the location of the company. I purchased it from www.oakleysi.com and I purchased Oakley Tightropes. Under the 'Contact Us' link there is an email and number provided: [email protected] | (800) 525-4334

December 4, 2015
   
Revdex.com
Attn: [redacted]
[redacted]
Re: [redacted]
Dear Ms. [redacted]:
We are in receipt of Mr. [redacted]’ rebuttal 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 Sunglass Hut, [redacted].
Mr. [redacted] states that he was unable to use his gift cards.
We apologize for any frustration that Mr. [redacted] has experienced with
this situation. Feedback from our customers is appreciated.
It is my understanding that Mr. [redacted]
was able to use the gift cards to purchase Maui Jim sunglasses at the store.
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

This customer’s disputed the charges and we reinstated his benefits.Thank you,[redacted]

February 1, 2016  Revdex.comAttn: [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].Mr. [redacted] states that his lenses have smudged, with both of his most recent pairs of glasses.  Mr. [redacted] is requesting a replacement set of lenses, or a refund.We apologize for any frustration that Mr. [redacted] has experienced with this situation. Feedback from our customers is appreciated.I have personally reached out to the store to discuss Mr. [redacted]’s concerns.  The store has replaced his lenses, and they are available for pick up.  The Manager, Mike left a message for the customer to let him know his lenses can be picked up at his convenience. In light of the above, we feel this matter has been satisfactorily resolved. Thank you for contacting Luxottica Retail.Sincerely, Holly T[redacted]Brand LiaisonLensCrafters

November 20, 2015
   
Revdex.com
Attn: [redacted]
[redacted]
Re: [redacted]
Dear Ms. [redacted]:
We are in receipt of Mr. [redacted]’ complaint filed with your office.
We apologize for any...

frustration that Mr. [redacted] has experienced with
this situation. Feedback from our customers is appreciated.
I have personally attempted to
contact Mr. [redacted] via email to confirm the exact store locations he visited,
with no success.
Should Mr. [redacted] need additional
assistance with this matter, he may contact me directly at [redacted]luxotticaretail.com.
Thank you for contacting Luxottica
Retail.
Sincerely,
[redacted]
Brand Liaison
Luxottica Retail

I went into the store to replace my daughters frames and the lady lied and broke my glasses if we cant resolve this I will hire an attorney and get the video from that store to prive my case

June 10, 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 Sunglass Hut.   Mr. [redacted] feels that he was mistakenly charged for a purchase that was returned to us.   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 purchase amount of $648.69 has been refunded.  The refund was requested on 5/17/2016 and settled on 5/18/2016.  Sunglass Hut has not received any other funds regarding this purchase.   In light of the above, we feel this matter has been satisfactorily resolved. Thank you for contacting Luxottica Retail.   Sincerely,     Andrew S[redacted] Escalations Specialist Luxottica Retail     Tell us why here...

September 9, 2016   Revdex.comAttn: [redacted] Re: [redacted]   [redacted]                  �...⇄ 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 Sunglass Hut [redacted] located in [redacted].Mr. [redacted] states he was promised a credit of $40 for sunglasses he purchased during a sale. Mr. [redacted] advised he never received a call back from a Supervisor as promised and has to keep contacting customer care for any hopes of resolution. Mr. [redacted] is unhappy with his experience for both the store and customer service. Mr. [redacted] states he has called customer care several times and has gotten nowhere. Mr. [redacted] would like the credit he was promised.We apologize for any frustration that Mr. [redacted] has experienced with this situation. Feedback from our customers is appreciated.Supervisor James W[redacted] called Mr. [redacted] on 04/14/2015 and offered customer a 20% discount for next purchase. Mr. W[redacted] states he would contact the store Mr. [redacted] wanted to visit, to have management honor the discount. Mr. [redacted] stated he would like a $60 gift card to be sent to him. Regional Management would not approve a gift card for Mr. [redacted]. Erica R[redacted] another Supervisor in customer care also spoke with Mr. [redacted] 04/17/2015 and agreed to honor the 20% discount. Mr. [redacted] would not agree on a store location for us to contact. Ms. R[redacted] had a 20% discount mailed to Mr. [redacted]’s address on file.In light of the above, we feel this matter has been satisfactorily resolved. Thank you for contacting Luxottica Retail.Sincerely,Holly T[redacted]Brand LiaisonLuxottica Retail

October 24, 2016     Revdex.com Attn: [redacted]   Re: [redacted] ID # [redacted]   Dear Ms. [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.   Danielle V[redacted], Consultant for Luxottica Warranty Center advised that the technician at the repair center does still determine the damaged to be consumer caused, however as a one-time courtesy the repair center is offering to replace the frame at no cost.  Ms. V[redacted] has advised that a new frame has been ordered and Ms. [redacted] can expect to receive the new glasses in 10 business days.   In light of the above, we feel this matter has been satisfactorily resolved. Thank you for contacting Luxottica Retail.   Thank you for contacting Luxottica Retail.   Sincerely,   Erica R[redacted] Consultant Specialist Luxottica Consumer Shared Services

November 30, 2016   [redacted]
[redacted]
[redacted]
 
[redacted]
 
[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. I partnered with Luxottica’s sales audit department and Synchrony Bank’s Client Service manager and was advised that $883.99 was refunded back to Mr. [redacted]’s Care credit card on November 10, 2016. Sales audit has reconfirmed the release of the funds back to Mr. [redacted]’s account November 10, 2016.  Synchrony Bank, the financer of the Care Credit card has advised that it can take up to 30 business days before Mr. [redacted] sees the refund back into his account.  In light of the above, we feel this matter has been satisfactorily resolved. Thank you for contacting Luxottica Retail.   Sincerely, [redacted]Consultant, Consumer SupportNorth America Consumer Operations Tell us why here...

March 18, 2016     [redacted]
[redacted]
[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 LensCrafters, Shops At La Cantera in San Antonio, TX. Ms. [redacted] states that she was not refunded for her return made on 12/02/2015, for the amount of $545.83. Ms. [redacted] is upset for lack of follow up regarding her refund. Ms. [redacted] states she has received a refund check previously but when she attempted to deposit, she was advised that the check was not good. We apologize for any frustration that Ms. [redacted] has experienced with this situation. Feedback from our customers is appreciated. C[redacted] A[redacted] an associate in our customer care department has personally followed up and called Ms. [redacted] regarding this matter. Ms. A[redacted] has asked Ms. [redacted] to send a copy of her bank statement to show any checks that were returned by her bank and not able to be cashed or deposited. To date Ms. A[redacted] has not received any statements from Ms. [redacted]. Ms. A[redacted] states that a new refund check was issued, as we did not find that any previous check was cashed. Ms. A[redacted] advised that the newly issued check is for $545.83 and was sent to the customer via UPS on 03/03/16. The tracking number for UPS is [redacted] and UPS records show delivered on 03/04 at 4:07 PM. Should Ms. [redacted] require additional assistance regarding her refund, she may call Ms. A[redacted] at [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

[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]. I was informed that I should receive my money back within the next 7 days. As of now I am satisfied with the communication and hope I see the refund back in my bank account shortly.
Regards,
[redacted]

January 3, 2018 Revdex.comAttn: [redacted] Re: Stacie [redacted] Dear Ms. Beck: We are in receipt of Ms. [redacted]’s complaint filed with your office. We’re sorry Ms. [redacted] feels we fell short of our goal and is dissatisfied with the service...

received.Ms. [redacted] states that the Pearle Vision, in [redacted] Maryland closed. She is requesting a refund. We apologize for any frustration that Ms. [redacted] has experienced. Feedback from our customers is appreciated. Ms. [redacted], our Management team has been working to provide Ms. [redacted] with a resolution. We regret her concerns are taking a little longer to resolve. However, Ms. [redacted] is entitled to a refund and we may need some additional information. However, the Management team will be in contact with Ms. [redacted] to address her concerns further. Meantime, should Ms. [redacted] need further assistance, I will be happy to assist her and I can be reached directly at ###-###-####.  Thank you for contacting Luxottica Retail. Sincerely, Melissa H[redacted]Brand SupportPearle Vision

January 9, 2018 Revdex.comAttn: [redacted] Re: [redacted] Dear Ms. [redacted]: This is in receipt of Ms. [redacted]’s complaint filed with your office. We apologize for any frustration that Ms. [redacted] has experienced. Feedback from our...

customers is appreciated. Ms. [redacted], our Sunglasshut.com on-line team attempted to contact Ms. [redacted] with no success. Sunglasshut.com would like to gain further information in order to assist her better. Should Ms. [redacted] need further assistance, she can contact ###-###-####. Thank you for contacting Luxottica Retail. Sincerely, Melissa H[redacted]Brand SupportLuxottica

[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]

June 17, 2016   Revdex.comAttn: [redacted]Re: [redacted] ID# [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]. [redacted] states that LensCrafters would not refund his purchase of glasses from March 12, 2016.  [redacted] states his glasses were faulty and this was the reason for the return.   We apologize for any frustration that [redacted] has experienced with this situation. Feedback from our customers is appreciated.LensCrafters [redacted] location shows that [redacted] returned to the store on April 10, 2016 asking to return his glasses.  [redacted] worked with associate Aislinn Edwards who noted that [redacted] glasses were damaged; therefore the refund was not able to be processed. On May 3, 2016 [redacted] called the [redacted] location and spoke with associate James-Michael C..  [redacted] explained that he was unaware that progressive lenses would have distortion on the sides. Mr. C. invited [redacted] back into the store and offered to teach him how to use the progressive lenses as this [redacted] first time wearing progressive lenses. Mr. C. noted that [redacted] also mentioned his frame was cracked and that we would look at that when he returned to the store.  Regional Manager Nicole S. has tried to follow up with [redacted] on several occasions but has unsuccessful in making a connection.  In light of the above, we feel this matter has been satisfactorily resolved. Thank you for contacting Luxottica Retail.Sincerely,Erica R.Team Lead Luxottica Retail

October 28, 2016     Revdex.com Attn: [redacted]   Re: [redacted] ID# [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 LensCrafters [redacted].   Mr. [redacted] states that he bought glasses in December 2015 that broke and he had to have them replaced four separate times.  Mr. [redacted] states that after the fourth exchange he was advised that one of the frames could have been repaired instead of him buying a new frame.  Mr. [redacted] states that he feels LensCrafters has been deceitful and is selling unreliable frames.   We apologize for any frustration that Mr. [redacted] has experienced with this situation. Feedback from our customers is appreciated.   Carmen P[redacted], Regional Manager advised she has attempted to contact Mr. [redacted] and has left him a voice message but has not been able to speak with him.   If Mr. [redacted] would like to speak with Ms. P[redacted] he can reach her at [redacted]   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