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. The response from Melissa H[redacted] contains false statements.  Ms. Horn claims "[redacted] contact" worked "diligently toward a complete resolution".  In fact, we contacted a Lenscrafters agent named Alexis by email multiple times over several months and he made no effort to get a resolution. When we threatened to contact Revdex.com he finally had the local store ([redacted] Mall in [redacted], OH)  send us an illegible copy of what was purported to be an application.  A copy of that document is attached.  At our request a [redacted] agent made an search that took more than an hour looking for a claim for [redacted] and absolutely nothing was found.  [redacted] Insurance where the claim should have been filed has no record of any filing from LensCrafters for [redacted].Ms. H[redacted] states "All paperwork was  submitted for Mrs. [redacted] multiple times".  Asserting the claim was submitted multiple times is ridiculous and makes it obvious LensCrafters has no intention of being truthful .Until this event, we considered LensCrafters a reputable business.  After months of stonewalling our requests for assistance in receiving the compensation that should have been automatic and then lying about the discourse that occurred has made us reverse our opinion of them.Our response to the three specific questions posed by Revdex.com in the order they were asked are:*No, the company has not address the issues of this dispute*They chose to make false statements rather than make an effort to get this resolved* No agreement was offered.Sincerely,[redacted] 
Regards,
[redacted]

September 15, 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, [redacted]s, [redacted].   Mr. [redacted] states LensCrafters failed to deliver his glasses in the time originally stated and that once he picked up the glasses the frames were not frames directly from the warehouse as he had requested.       We apologize for any frustration that Mr. [redacted] has experienced with this situation. Feedback from our customers is appreciated.   Regional Manager, Dominique S[redacted] advised that Mr. [redacted] was in the LensCrafters store on September 7th and worked with General Manager, Carlos D[redacted].  Ms. S[redacted] advised that Mr. [redacted]’s glasses were dispense to him by Mr. D[redacted] and he was given a discount of 50% off his purchase.   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

[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]

August 17, 2016     Revdex.com Attn: [redacted]   Re: [redacted]   Dear Ms. [redacted]:   We are in receipt of Mr. [redacted]’ rebuttal filed with your office. We regret that Mr. [redacted] feels we have not met his expectations.   Mr. [redacted] sunglasses have been reevaluated. The results of the reevaluation have determined the sunglasses are not defective. The lenses are badly scratched on the outside as well as the inside, temples are bent and the temple tips show scuffs and discoloration along with being taped. We stand by our offer of 40% off of replacement eyewear with an additional 15% off the discounted price. Should Mr. [redacted] wish to take this offer, please have him call us at ###-###-####.   Thank you for contacting Luxottica Retail.   Sincerely,   Holly T[redacted] Brand Liaison LensCrafters

Hi [redacted].  Thank you for looking into this issue for me.  I have two pairs of sunglasses which I requested a warranty replacement.  Both sunglasses suffer from lens peeling.  One pair of glasses is made by [redacted], the other [redacted].  However, both brands are owned by...

Luxottica.  I have sent in two separate warranty requests via email, which is the process requested by Luxottica.  However, I have received no response from Luxottica to the original email, but rather a generic rejection email with reference to [redacted] or [redacted].  It is possible that case [redacted] references my other warranty request.  Could I ask Luxottica to kindly clarify what the references numbers are for each of my requests?  All requests were sent from "[redacted].com", however a confirmation was never replied, so unfortunately I don't have any further information. This information should be available from Luxottica.  Thank you for your time.

April 4, 2017   Revdex.comAttn: [redacted]@Revdex.com.org 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 LensCrafters.  Ms. [redacted] states that she was ignored and mistreated.  Ms. [redacted] states that she was overcharged and humiliated.   We apologize for any frustration that Ms. [redacted] has experienced with this situation. Feedback from our customers is appreciated. The regional manager of LensCrafters store 0314, [redacted], called and spoke to Ms. [redacted].  Ms. [redacted] states that she addressed Ms. [redacted]’s concerns, and Ms. [redacted] thanked her for the call.   In light of the above, we feel this matter has been resolved. Thank you for contacting Luxottica Retail. Sincerely, [redacted]Luxottica Retail

February 15, 2016   Revdex.comAttn: [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, [redacted], **. Mr. [redacted] states the lenses he purchased on 01/06/15 are defective. We apologize for any frustration that Mr. [redacted] has experienced with this situation. Feedback from our customers is appreciated.Regional Manager Helen Ryfkogel offered the customer replacement of the lenses at a cost of $100. We have confirmed with the General Manager Christina G[redacted], that Mr. [redacted] has already visited the location to place the order for the replacement lenses. Ms. Guese also advised us that Mr. [redacted] purchased the offered protection plan for the new lenses as well. 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

Since the last update on 07/27/17, I spoke with Mario the sales manager at Lenscrafter (in store). Who has agreed to do a full refund. Mario processed a refund for my portion and will send the receipt via [redacted]. I was told my insurance portion will go back to my insurance carrier ([redacted] but it would take some time. I will follow up with my insurance in 4 - 6 weeks to make sure the refund has been processed / issued and that my benefits have been reinstated. I really appreciate Mario taking the time to reaching out and having the willingness to make things right. Even through all my bad experiences with Lenscrafter I'm glad to have worked with Mario and come to an agreement / solution.

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 company alleges that they are not the cause of a manufacturing defect on the parts. They have deemed this by supply the original glasses to an internal 'expert' to review the claim, whereafter, they internally decided that the defect was not initially theirs. The warranty team proceeded to call me to inform me that I had two options:Pay them to replace the lensesAsk them to return the sunglasses to me in the broken conditionNeither of those were acceptable given that the issue stemmed from a defect that existed on the lenses causing them to shatter while I was wearing them. In addition, they showed little to no concern that the glasses fractured near my eyes while I was wearing them. The warranty team proceeded to inform me that they were powerless to make any additional options available to me.Finally, they warned me that if I did not want to pay for new lenses, and I did not take action to ask them to ship the glasses back to me, that they would dispose of them and consider the case closed in 90 days from my original complaint. I felt rushed to ask for them back so I did not lose my claim.This is not a resolution. I would like a full refund or a new pair to replace this broken pair. It has now been nearly 6 months, and this company continues to care more about closing a case and quieting a customer than protecting their customers.
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. However [redacted] mentioned a $20 discount and a promise of shipment of the glasses.  
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]The business never told me that they placed a request for my prescription. I was hung up on by the manager of the office, put on hold and hung up on by the customer representative, and the supervisor never returned any of my calls. Stating that it will take an undetermined amount of time for me to receive my medical records that I am legally entitled to is not a satisfactory response. 
Regards,
[redacted]

December 2, 2016     Revdex.com Attn: [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 LensCrafters, [redacted].   Ms. [redacted] states that after buying glasses she was having trouble seeing with them.  Ms. [redacted] states the store ordered her a new pair but she is still having trouble seeing clearly.    We apologize for any frustration that Ms. [redacted] has experienced with this situation. Feedback from our customers is appreciated.   Regional Manager, [redacted] advised that she spoke with Ms. [redacted] and she will be visiting the store this Saturday to have lenses remade. Ms. [redacted] advised for the trouble and inconvenience of the drive back and forth she will be providing Ms. [redacted] with a $50 gift card.    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

January 27th, 2016 Re: [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 service. We’re sorry Mr. [redacted] feels we fell short of our goal and is dissatisfied with the service...

provided by LensCrafters, at The Mall of [redacted]-Ridge Center, Rochester, NY. Mr. [redacted] states that he made a return and only received a partial refund. We apologize for any frustration that Mr. Walton has experienced with this situation. Feedback from our customers is appreciated. I reached out to our Sales Audit team and found that Mr. [redacted] did receive the rest of his refund in the form of a check.  According to our records, Mr. [redacted] cahsed this check on 1/2/2016.  If Mr. [redacted] has any additional questions or concerns he may call us directly 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

The company has an allowance for glass frames up to $140.  The frames that I got were only $110.  Seems like basic sense that a legit company would only charge for the allowance that was used,

[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]

April 28, 2016     Revdex.com Attn: [redacted]   Re: [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.   Ms. [redacted] states that her insurance benefits were not properly applied to her orders.   We apologize for any frustration that Ms. [redacted] has experienced with this situation. Feedback from our customers is appreciated.   It is my understanding that Sharon J[redacted], a Regional Manager, has been in contact with Ms. [redacted], has verified Ms. [redacted]’s insurance benefits at the time, and has confirmed that those benefits were applied properly to the order.  The requested refund would not be available under these circumstances.   In light of the above, we feel this matter has been satisfactorily resolved. Thank you for contacting Luxottica Retail.   Sincerely,   Andrew S[redacted] Escalation Specialist 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.
I have NEVER RECEIVED ANY APOLOGY from the women who called me names and swore at me.  I should not have been forced to pay for glasses that took almost 4 weeks to receive, particularly as NO ONE FROM CORPORATE could bother with contacting me.  No one acknowledged their mistakes, no one even attempted to contact me to discuss the matter.  Pearle Vision should refund my money as a courtesy for the incredible lack of customer service.  I would have been fired on the spot if I had sworn repeatedly at a customer, repeatedly hung up, BANNED SAID CUSTOMER from entering the store to RECEIVE THEIR PURCHASED ITEM, and then making me pay for the privilege of buying glasses that they repeatedly screwed up.  I was told I could not call the store to check status, and I could not return to the store until expressly told to do so.  How was I supposed to receive my daughter's glasses? I DID YOUR STORE A FAVOR BY SHOPPING THERE. REMEMBER YOUR CUSTOMERS - WHO ARE LEGITIMATELY ANGRY BECAUSE YOU SCREWED UP THEIR CHILD'S ORDER NOT ONCE BUT TWICE!! - DESERVE TO BE TREATED RESPECTFULLY AND TO RECEIVE THEIR PURCHASED ITEM WITHOUT DRAMA. As a result of Pearle Vision's employees blocking me from the store, I was forced to purchase MORE GLASSES at another retailer, which are non-refundable.  I should not have been forced to purchase 2 sets of eyeglasses for my 10 year old daughter because the employees have no regard for customers and have zero consequences for their behavior.  I would like an apology, and a full refund ASAP. Please contact me to discuss payment.
Regards,
[redacted]

8/10 father and son  came in for new exam. Both rx changed and store 1323 changed both glasses. Daughter refused new exam but later they realized that her rx was from 2011. They will schedule exam for daughter.Thank you,[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]

July 14, 201*     Revdex.com Attn: [redacted]   Re: [redacted]   [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 his expectations.   Ms. [redacted]’s feedback is appreciated and has been forwarded to the appropriate member of management. Regional Manager Meghan [redacted] and customer service Escalation’s Specialist Clarice A[redacted], have personally reached out to Ms. [redacted]. Ms. [redacted] has agreed to replace Ms. [redacted]’s father’s eyeglasses for a fee of $50 under the Eyewear Protection Plan. Both Ms. [redacted] and Ms. A[redacted] have documented this information in notes for the store and customer service to explain that this is approved as a onetime exception. Ms. [redacted] has stated that she will bring her father in to be measured for the replacement eyewear, this weekend to the [redacted] Mall location. Should Ms. [redacted] require any additional assistance, she may reach Ms. A[redacted] at [redacted]   Thank you for contacting Luxottica Retail.   Sincerely,   Holly T[redacted] Brand Liaison LensCrafters