Luxottica Retail North America Inc.

February 12, 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], California. Mr. [redacted] states that he did not receive AccuFit digital measurements or one hour service. 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 contacted regarding his concern and refunded. In light of the above, we feel this matter has been satisfactorily resolved. Thank you for contacting Luxottica Retail. Sincerely,  Jamie H[redacted]Brand LiaisonLuxottica 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 accepted the settlement offer made by the business on Oct 27, 2015 in reference to complaint ID [redacted], and the compensation I have received is fair to me.  If you would like to know the details of the settlement, I can provide that information.Thanks for helping bring this to a satisfactory resolution.
Regards,
[redacted]

March 24,
lang="EN">
Revdex.com
Attn: [redacted]
[redacted]
Re: [redacted]
[redacted] [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 LensCrafters, [redacted] in Jersey City, NJ
Mr[redacted]
is upset that his order for eyeglasses was not delivered within the original
time promisedMr[redacted] states that the store location did not follow up
with him to advise the status of his orderMr[redacted] states that the order
was not delivered to the promised location, which was agreed upon when he
placed the orderMr[redacted] states that he received the wrong frames, due to
an error made by a store associateMr[redacted] states that he was granted a
refund for his order
We apologize for any frustration that Mr[redacted] has experienced with this situationFeedback from our customers is
appreciated
Regional Manager Dominique S[redacted] has attempted to reach Mr[redacted] several times, to discuss his concernsAll attempts
made by MsS[redacted] have been unsuccessfulMsS[redacted] states that she
was not able to leave a voice mail for Mr[redacted] to return her call, as his voicemail
has not been set upMsS[redacted] advised that Mr[redacted] can reach her at ###-###-####,
should he want to discuss the matter further
In light of the above, we feel this matter has been satisfactorily
resolvedThank you for contacting Luxottica Retail
Sincerely,
Holly T[redacted]
Brand Liaison
Luxottica Retail

February 17, 2016   Revdex.comAttn: [redacted]T[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 service. We’re sorry...

Ms.[redacted] feels we fell short of our goal and is dissatisfied with the service provided by LensCrafters, Soho-Optique in New York, NY. Ms.[redacted] states she has been waiting a long time for some frames she ordered with the location. Ms. [redacted] has advised that she is unhappy and does not think she will get the frames and would like a refund of the funds she has paid. We apologize for any frustration that Ms.[redacted] has experienced with this situation. Feedback from our customers is appreciated.Store Manager, Pat , has personally spoken with Ms.[redacted] and was able to find the frames that were in question. Ms. [redacted] has since picked up the frames and was also given a complimentary cleaning kit for her eyewear. 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

October 3, 2016     Revdex.com Attn: [redacted]   Re: [redacted] ID# [redacted]   Dear [redacted]:   We are in receipt of [redacted]’s rebuttal filed with your office. We regret that [redacted] feels we have not met her expectations.   Team Lead, Danielle V. advised she can send a pre-paid mailer to [redacted] so she can send the glasses in for an evaluation.  Ms. V. advised that a physical evaluation gives the technician a clearer view for a more thorough evaluation. Ms. V. ask that [redacted] call her at ###-###-#### to discuss further.    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. Consultant Specialist Luxottica Consumer Shared Services

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.* Has the company addressed the issues of this dispute?  -- No. They have not. They have ignored the fact that the lenses shattered on my face while I was wearing it and driving. The lenses which are made of their proprietary 'crystal lens' material rather than the industry-standard polycarbonate were prone to failure, and it is clearly evident from parts that they failed from a manufacturing defect. The company has ignored that and required that I pay for the repair. I am fortunate the shattered lens did not cause any damage to my eyes. They do not seem to have any concern for that either.* If not, why?  -- I expect a full refund or a replacement for the failure.* Has the company met the agreement they outlined in their response?-- Their response is unacceptable.
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. Luxottica Retail's vision is to provide legendary customer 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 his lenses were scratched and he is requesting a refund in full.It is my understanding that the management team contacted Mr. [redacted] personally and Mr. [redacted] was welcome to revisit the store on August 1, 2017 to have his request addressed.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.  For your reference, details of the offer I reviewed appear below.
Unfortunately the company continual misled me as a buyer. Stating they have accomplished things they did not (like shipping the product 3 different times), refused to handle my complaint in a timely manner (I called their corp offices several times and was told I would receive a call from a District manager but only received calls from the GM and other staff members that were causing the issues). The last straw was when said GM stated she would ensure the insurance was also taken care of (reimbursed back into the plan), it was not. I again had to fight for the Right thing to be accomplished. At the end of the day, did they finally 100% reimburse costs associated with this headache? Yes. But it wasn't like they wanted to do the right thing by the customer at any part of this exchange. If more collateral is needed to show history of this transaction and the length of time to handle it correctly is needed, please do not hesitate to ask.I have since received a phone call from the Company requesting that I stop the Revdex.com claim. Seriously? 
Regards,
[redacted]

July 31, 2017Revdex.comAttn: [redacted]@Cincinnati.Revdex.com.orgRe: [redacted]Dear Ms. [redacted]:This is in response to Ms. [redacted]'s rebuttal complaint filed with your office.I personally spoke with Ms. [redacted] on July 28, 2017 at 3:34 PM Eastern Standard time. We spoke at length about the refund process that was resolved.Ms. [redacted] was very happy on the phone after the explanation of her refund. Our record indicate this concern has been completed and resolved. We apologize for any frustration that Ms. [redacted] has experienced once again.Thank you 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:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that the agreement to fully refund the cost for the defective glasses when I return the glasses they made will allow me to have new glasses made at another company. However, while I was assured that customer service review will be made with the staff I encountered in particular and others that work for this company, I hope Revdex.com will continue to monitor the complaints that you receive and check out their website as I will do in future to see if services have improved.  
Regards,
[redacted]

March 21, 2017   Revdex.comAttn: [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.  Mr. [redacted] states that he was not acknowledged during his visit, and that he may have been serviced out of turn.    We apologize for any frustration that Mr. [redacted] has experienced with this situation. Feedback from our customers is appreciated. The regional manager for store [redacted], Thomas [redacted], states that he made 5 attempts to contact Mr. [redacted] and left messages.  Mr. [redacted] would be happy to speak to and resolve any concerns by Mr. [redacted], upon his return phone call.   In light of the above, we feel this matter has been satisfactorily resolved. Thank you for contacting Luxottica Retail. Sincerely, Lindsay [redacted]Luxottica Retail

June 26,
lang="EN">
Revdex.com
Attn: [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 serviceWe're sorry Ms[redacted]
feels we fell short of our goal and is dissatisfied with the service provided
by Sunglass Hut, Destiny USA in Syracuse, New York
Ms[redacted] states that she did not receive her refund check
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] put the original purchase in Mr[redacted]'s name and provided his
addressWhen the sunglasses were returned the check was made payable to Mr
[redacted] as his name was on the original purchaseThe refund check was
reissued, payable to Mr[redacted], and shipped via UPS on June 22nd
Tracking number [redacted] was delivered on June 24th to the
following address, as requested
[redacted]
[redacted]
[redacted]
[redacted]
In light of the above, we feel this matter has been satisfactorily
resolvedThank you for contacting Luxottica Retail
Sincerely,
[redacted]
Escalation Specialist
Luxottica Retail

October 28, 2015
Revdex.com
Attn: [redacted]
[redacted]
Re: [redacted]
Dear Ms. [redacted]:
This is in response to Mrs. [redacted]'s rebuttal filed
with your office.
We apologize for any frustration that Mrs. [redacted] has
experienced with her situation. Feedback from our customers is appreciated. Ms.
[redacted], Regional Manager, has spoken with the customer, and processed a
refund in the amount of $364.22 for her [redacted] claim.  If Mrs. [redacted] has any additional questions,
Ms. [redacted] will be happy to assist. Ms. [redacted] can be reached at ###-###-####.
Thank you for contacting Luxottica Retail.
Sincerely,
Holly T[redacted]
Brand Liaison
LensCrafters

As of today, my complaint has been resolved.Thank you,[redacted]
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]

April 27, 2017   Revdex.comAttn: [redacted] Re: [redacted] # [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 Sunglass Hut.  [redacted] states that he was denied a return at 2 locations and was unable to get this resolved by calling Customer Care.   We apologize for any frustration that [redacted] has experienced with this situation. Feedback from our customers is appreciated. Valerie M., Regional Manager for [redacted], spoke to [redacted] and apologized for any inconvenience Sunglass Hut caused him.  [redacted] will be visiting the store at [redacted] for a full refund.  Ms. M. called the store manager, Sean, to let him know that [redacted] will be visiting for a full refund.  Ms. M. will also be following up with all of her outlet stores regarding the “refurbished program” and the language/message we should be using to share this information with our guests.   In light of the above, we feel this matter has been satisfactorily resolved. Thank you for contacting Luxottica Retail.  Sincerely, Lindsay T.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], and find that this resolution is satisfactory to me. 
Regards,
[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]

March 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 [redacted] Mall Location in Greensburg, PA. We regret we are unable to do as Mr. [redacted] requests.   Mr. [redacted] feels he was misled by the pricing of LensCrafters’ advertisement.   We apologize for any frustrations that Mr. [redacted] has experienced. Feedback from our customers is appreciated.   Ms. [redacted] our advertisement states that the customer can “Choose any frame up to $149 with your choice of lenses: [redacted] Single Vision for $299 or Multi Focal [redacted] lenses for $349. See associate for additional lens prices. Some brands excluded including Varilux lenses, [redacted] sun frames and Authentics lenses, [redacted]r frames and [redacted] Chromance Authentic lens and frames. Valid on multiple pairs. Cannot be combined with any vision benefits, any other offer or discount, previous purchases, readers or nonprescription sunglasses. Valid prescription required. Savings applied to lenses. No cash value. Valid at participating locations. Void where prohibited by law. Offer expires 03/31/2018.”   To specify, this advertisement states “frames up to $149”. This does not mean that there is a difference to refund our customers if a less expensive frame is chosen. Therefore, we are unable to provide a refund for the difference. Thank you for contacting Luxottica Retail.   Sincerely,   Nicole R[redacted] Brand Support LensCrafters

Overall, I am satisfied with LensCrafters response. I am MOST IMPRESSED, however with the SPEED of the Revdex.com's message to the vendor. WELL DONE, Revdex.com!!!
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]

July 13, 2016       Revdex.comAttn: [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 [redacted] short of our goal and is dissatisfied with the service provided by Luxottica Warranty and Repair Center in Mason, OH. Ms. [redacted] sent in a pair of [redacted] sunglasses to be inspected for possible repair, [redacted]. Ms. [redacted] contacted customer service to discuss her mailed in eyewear, as she had not received her sunglasses with the replacement lenses per her email sent in. Ms. [redacted] states that the hold times for customer service are long and have prevented her from speaking with an agent. Ms. [redacted] states that her originally mailed in sunglasses have been lost by the repair center. Ms. [redacted] would like her sunglasses replaced. We apologize for any frustration that Ms. [redacted] has experienced with this situation. Feedback from our customers is appreciated.It is my understanding that Theodora H[redacted] a member of the customer service management team, has personally spoken with Ms. [redacted]. Ms. H[redacted] confirmed the UPS tracking number for Ms. [redacted]’s originally returned sunglasses and new order of lenses is  9[redacted]063468. Ms. [redacted] advised Ms. H[redacted] that she has received the package as of 07/02/2016. Ms. H[redacted] states Ms. [redacted] was sent a second package, as it was believe the original package was lost, the tracking for it is [redacted]. Ms. H[redacted] states Ms. [redacted] is able to keep the second package but they will not be refunding the replacement/repair cost of $45 which Ms. [redacted] has paid. Should Ms. [redacted] have any questions or additional concerns on this matter, she is able to contact Ms. H[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 LiaisonLuxottica Retail