Luxottica Retail North America Inc.

December 13, 2017 Revdex.comAttn: [redacted] Re: [redacted] Dear Ms. [redacted]: This is in response to Mr. [redacted]’s rebuttal complaint filed with your office. Again, we apologize for any frustration that Mr. [redacted] has experienced. I personally contacted Mr. [redacted] earlier this afternoon to review his concerns. He expressed to me that he did receive his refund. Should Mr. [redacted] need further assistance I can be reached at ###-###-####. Thank you for contacting Luxottica Retail, we feel this matter has been satisfactorily resolved. Sincerely, Melissa H[redacted]Brand SupportLuxottica

December 19,2016     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 service provided by LensCrafters, [redacted]      Ms. [redacted] states that she exchanged her lenses and after getting the new pair she noticed some distortion.  Ms. [redacted] states she went back to the store and was told the anti-reflective coating was removed from the lenses.   We apologize for any frustration that Ms. [redacted] has experienced with this situation. Feedback from our customers is appreciated.   Regional Manager Laura P[redacted] advised she attempted to call Ms. [redacted] at 352-669-0278 and someone answered and advised her there was no [redacted] at this number.  Ms. P[redacted] ask that Ms. [redacted] update us with the best number she can be reached at so that Ms. P[redacted] can call her to discuss a resolution.     Sincerely,     Erica R[redacted] Consultant, Consumer Support North America Consumer Operations

October 28, 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 Sunglass Hut online services.   Mr. [redacted] states he placed an order in February and he never received his order.  Mr. [redacted] states he attempted to contact Sunglass Hut’s customer service on several occasion, however he was not able to resolve his concerns.    We apologize for any frustration that Mr. Mr. [redacted] has experienced with this situation. Feedback from our customers is appreciated.   Lorina Stokes-Carter, Supervisor for Sunglass Hut online services advised that she spoke directly with Mr. Mr. [redacted] and has mailed out a gift card for $115.  Ms. Stokes-Carter advised the gift card was sent out [redacted] under tracking # 1[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

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 claims my daughter was compensated with scratch resistant lenses, or anti-glare. Neither exist.  They claim to have spoken with the lab, who claims the additions were added to my daughter's glasses.  I have taken my daughter's glasses to another provider, who agrees with me that there is no anti glare or scratch resistant treatment on my daughter's glasses.I have no way to verify what Luxotica says about the lenses.  I have no way to independently verify whether the order was input correctly (as Luxotica states) or incorrectly (as I was told BY THE LAB).  I have no option to independently interview the staff who lied about their treatment of me, including lying about being "in fear of their lives" because I kept calling them back when they continually swore and hung up on me.  Luxotica has thwarted every effort I have made to bring their attention to the behavior of their staff members, and when I spoke with corporate, they were more interested in what the lab had to say than what I had to say.  The fact that I was treated horribly, sworn at, lied to, hung up on, and then banned from the store should have been an automatic discussion between corporate and the staff.  This did not happen.  I was "offered" the opportunity to go to the [redacted] store to have my daughter's glasses "evaluated" by another manager.  Who only works part time, apparently, between 10 am and noon 2-3 times per week, or between 2 and 5 pm one other day per week.  I was not given any options other than to take time off of work to attempt to meet that manager's schedule.  At no point was I able to do that.  I received a voice mail from [redacted], and have not received a return phone call from my follow up.  I have no ability to have a third party investigator verify the [redacted] store's claims if I do manage to get my daughter's glasses in there.  I have taken her glasses to another provider, as stated above, as that is my one and only option to attempt to verify Pearle Vision's claims.  Pearle Vision has not been forthcoming with any of their information and it just BLOWS MY MIND that $100 (seriously, $100!) that a single parent saved up for 3 months to make honestly is going to be this important to them.In any other field, if a customer was treated with the same vicious disregard as I have been, that staff member would have been summarily terminated.  The fact that Pearle Vision has gone to such great lengths to hide the truth from me and to thwart my efforts to be compensated for my treatment shows unprofessional and unethical treatment of customers.  They are not interested in customer service; they are interested in making people feel stupid who paid for their products.  Their staff is rude, cruel and intolerant and my treatment is unacceptable.  Luxotica and Pearle Vision have made it clear I am unwelcome and not important.  I will not continue to fight with them.  They are corporate - they have resources a single parent of 3, who works 2 jobs, simply cannot compete with.  Keep your [redacted] $100.  Your staff's behavior caused me to seek outside sources to get my child much needed glasses - in particular, being BANNED FROM YOUR [redacted] ESTABLISHMENT.  
Regards,
[redacted]

April 11, 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 are sorry Mr. [redacted] feels that we fell short of our goal and is dissatisfied with the service provided by [redacted].  Mr. [redacted] states that received damaged sunglasses, and returned via [redacted] for a refund. Mr. [redacted] states that we did not receive his return, and that [redacted] lost it.  Mr. [redacted] states that [redacted] is responsible if the package is lost with [redacted].  Mr. [redacted] would like a refund. We apologize for any frustration that Mr. [redacted] has experienced with this situation. Feedback from our customers is appreciated. The supervisor of [redacted], Hawa [redacted], called the number provided in this Revdex.com complaint, [redacted], and the number we have on file, ###-###-####.  Ms. [redacted] states that the first phone number is international, and the second is not a working number.  Ms. [redacted] emailed Mr. [redacted] that his refund was processed.       In light of the above, we feel this matter has been resolved. Thank you for contacting Luxottica Retail.  Sincerely, Lindsay [redacted]Luxottica Retail

March 30, 2016     Revdex.com Attn: [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, Boardman Plaza in Youngstown, OH. Ms. [redacted] is unhappy with how she was treated during her visit to the doctor’s office associated, with the above mentioned location. Ms. [redacted] states she was refused service by K[redacted], the office receptionist. Ms.[redacted] advised she was not given her eyewear that she paid the store for and was also given the wrong prescription contact lenses from Dr. S[redacted]. We apologize for any frustration that Ms. [redacted] has experienced with this situation. Feedback from our customers is appreciated. Regional Manager C[redacted] has made several attempts within the last week, to reach Ms. [redacted]. Unfortunately Ms. [redacted] has not been reached at this time. The store management however has advised that Ms. [redacted] was able to pick up her daughter’s and her eyeglasses on 03/18/2016. C[redacted] is the Escalation’s Specialist in customer care that has been working with management on this concern. Should Ms. [redacted] wish to discuss this matter further, she may reach 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

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.
Problem: [redacted] eye glass frame repair (with my eye glasses) was initiated on July 12 and the item got arrived to me in almost 3 months, while previously it was stated in the email 4-6 weeks. I described the manufacturing defect was not only the nosepads but also the peeling of the frame. The finished item after the inspection only came with the repair of the nosepads, not the full replacement that I requested. After a single usage, same part has been broken, but more severely (nosepad fell apart with the frame in the nose portion as well, which does require full frame replacement in my knowledge). Problem, in sum, is that Luxottica did not repair my item as inspected and described and only partially repaired the item. I would anticipate that Luxottica will again request me to send the item back and repair, which will take another 3 months. In the previous Revdex.com claim, Luxottica only stated that it finished repair and did not reimburse my expenses due to delayed repair (extra 2 months).TranslateDesired Outcome: I request Luxottica to send me the same new frame, or reimburse the equivalent retail price in check, immediately. If needed, I can return my damaged frame only after I receive that frame due to the fact that I know Luxottica takes way long time to repair this item than promised (minimum 2 months) while I do not have any contact lenses left. Further, I request reimbursement of $100 for my expenses of contact lenses (can show the receipt) due to 2 months of delayed repair.
Regards,
[redacted]l [redacted]

Lenscrafters ID[redacted]1 messageD M <[redacted]> Mon, Sep 14, 2015 at 12:18 PMHi [redacted],I just wanted to let you know you can close the complaint, I resolved it with the business.Thanks,[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]

March 21, 2017   Revdex.comAttn: [redacted]t[redacted]@Revdex.com.org 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 service provided by LensCrafters.  Mr. [redacted] states that he was charged 2 additional times in error.  Mr. [redacted] states that he made multiple attempts to the store and corporate to resolve and was unable to get a refund.      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], states that she spoke to Mr. [redacted], and apologized for the inconvenient situation.  Ms. [redacted] advised Mr. [redacted] that he would be refunded the additional charges.  Ms. [redacted] states that Mr. [redacted] is happy with the resolution, and advised Mr. [redacted] to call her if the funds were not refunded in 7 days.     In light of the above, we feel this matter has been satisfactorily resolved. Thank you for contacting Luxottica Retail.  Sincerely, 
[redacted]Luxottica Retail

August 19, 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].   Ms. [redacted] has received appointment reminders to her home address of [redacted]  [redacted] **  [redacted]2. Ms. [redacted] states that she does not want to receive any mailings from Pearle Vision and would like to be removed from the mailing list.   We apologize for any frustration that Ms. [redacted] has experienced with this situation. Feedback from our customers is appreciated.   Clarice A[redacted] Escalation’s Specialist in customer care, has contacted Ms. [redacted]. Ms A[redacted] was able to gather all necessary details to have Ms. [redacted] removed from the mailing list for all promotional offers and contacted the store location to ensure she is removed from future appointment reminders.   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

April 14, 2016     Revdex.com Attn: [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, Dulles Town Center Sterling, VA.   Mr. [redacted] is unhappy with the time it took to receive his glasses and the service received at the store. Mr. [redacted] stated that he waited almost 5 weeks to receive his glasses and that the Dulles Town Center LensCrafters did not provide proper communication for the delay. Mr. [redacted] would like LensCrafters to cease advertising a two week delivery time frame as well as claims that LensCrafters provides ‘Excellent Customer Service’.  Mr. [redacted] states he did not witness a moment of good customer service from the moment he swiped his credit card. We apologize for any frustration that Mr. [redacted] has experienced with this situation. Feedback from our customers is appreciated. The Regional General Manager, Ms.  [redacted]o has attempted to reach Mr. [redacted] by phone and email on several occasions and she has not received any correspondence back.  In light of the above, we feel this matter has been resolved. Thank you for contacting Luxottica Retail. Sincerely, [redacted] Team Lead Luxottica Retail

Revdex.com Attn: [redacted] 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, [redacted] Plaza in [redacted], FL. Mr. [redacted] states that he ordered a pair of eyeglasses from the store. Mr. [redacted] states that he never received follow up to notify him when his order arrived at the [redacted] location he requested. Mr. [redacted] states that the frames that arrived at the [redacted] location were not what he ordered from the [redacted] store. Mr. [redacted] is upset because he was told nothing could be done to help with this matter. We apologize for any frustration that Mr. [redacted] has experienced with this situation. Feedback from our customers is appreciated. A member of our Regional management team Mr. [redacted], has attempted to reach Mr. [redacted] but has been unsuccessful. Mr. [redacted] has called Mr. [redacted] on 03/08 and 03/09. Mr. [redacted] has not returned Mr. [redacted]’s calls. Mr. [redacted] would like to offer Mr. [redacted] an exchange of his frames. Should Mr. [redacted] wish to discuss this matter further, he may contact Clarice A[redacted] at ###-###-####. Ms. A[redacted] is an agent with customer care and has been working with Mr. [redacted], she is aware of all details and can partner with management to get Mr.[redacted]’s frames exchanged. 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

July 13, 2017   Revdex.com Attn: [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 the LensCrafters in [redacted].   Mr. [redacted] states he never received eyewear that suited his prescription and he eventually received poor customer service.   We apologize for any frustration that Mr. [redacted] has experienced with this situation. Feedback from customers is appreciated.   Mr. [redacted] visited the store on July 7, 2017 and received a refund in the amount of $188.64.   In light of the above, we feel this matter has been resolved. Thank you for contacting Luxottica Retail.   Sincerely,     Melissa H[redacted] Brand Support

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 yet.  For your reference, details of the offer I reviewed appear below.I heard from Luxotica fairly quickly after my complaint.  They issued the return label and I returned the product. I am still awaiting my refund, which I assume takes time to process.  Once this occurs, I will consider this issue resolved and will update accordingly.
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.
I was contacted ONCE via email.  I was in a car accident this week, and I have not yet had time to return Ms. Law's ONE TELEPHONE CALL.  There was not "several attempts' to do anything.  I will return Ms. [redacted] phone call today (10.4.17) and let her know the response is unacceptable.  No reflective coating was on my daughter's glasses. Also there was no notes in her file of such a request.  Yes, I read them during her fitting.  I also read the report from the 2 telephone calls that I made to the corporate office.   I was informed BY THE LAB that the order was input incorrectly.  The lab has no reason to lie to me; Ms. [redacted] does.  NO ONE deserves to be spoken to or dealt with the way I have been - particularly as I was following up repeatedly without incident.  The problems arose when I was sworn at, told "what do you want me to do" instead of any solutions being offered, hung up on (REPEATEDLY) and then NO APOLOGY HAS EVER BEEN ISSUED. Nothing was done to complete my daughter's eyewear in a timely manner.  I am not returning the glasses.  I want a refund.  I was treated with extreme discourtesy, rudeness and frank disregard.  The behavior of the staff is unacceptable and the response of corporate isn't much better.  
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: My customer service experience was far worst than what the response indicated.   Luxottica has lost two customers for life.   My replacements did arrive but in no effort by Luxottica.   I was also able to keep the replacements in exchange for refunding my $45.
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]

[redacted] called me and offered to replace my daughters glasses for free. We did order a new pair and already picked them up. 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]

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 11, 2016.     Revdex.com Attn: [redacted]   Re: [redacted]   [redacted]   Dear Ms. Hasselbeck:   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] Mall in [redacted], **.   Mr. [redacted] states his debit card has a hold of $200, from a transaction which was voided at the store location. Mr. [redacted] states he would like the hold removed and he has already discussed the matter with his bank. Mr. [redacted] is dissatisfied with the lack of help he has received from the store location.   We apologize for any frustration that Ms. Wood has experienced with this situation. Feedback from our customers is appreciated.   Regional Manager Perlina M[redacted] has personally contacted Mr. [redacted] to discuss his concern. Ms. M[redacted] advised Mr. [redacted] confirmed the $200 hold has been removed from his account. Ms. M[redacted] also advised Mr. [redacted] will receive a refund of $162.50 back on his debit card per the inconvenience and amount paid for his actual purchase. We ask that Mr. [redacted] visit the store location for the refund to be processed and to allow up to 5 business days for the funds to post in his account.   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

March 31, 2016     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 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] is upset that her eyewear was damaged, during a request for repair/adjustment. Ms. [redacted] states that the repair service performed by the associate was done improperly and caused a piece of the eyewear to detach from the frames. Ms. [redacted] tried to take the eyewear to another location for further assistance but was told that the original location needed to assist. Ms. [redacted] advised that she has not been able to wear her frames, since the incident occurred. Ms. [redacted] also stated that the contact lenses she purchased at the location were faulty and continually popped out of her eyes while she was wearing them. We apologize for any frustration that Ms. [redacted] has experienced with this situation. Feedback from our customers is appreciated. Natasha Mumford a member of our store’s management team was able to connect with Ms. [redacted]. Ms. [redacted] has agreed to replace Ms. [redacted]’s frames and she has since visited the location for the replacement. Should Ms. [redacted] need to discuss these matters further, she may reach Ms. [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 Luxottica Retail