Luxottica Retail North America Inc.

Thanks so much for the help Revdex.com provided not sure if change or make difference with the problem I having, but resolved issue.. Thank you very much
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]

Tell us why here...January 10, 2017   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 LensCrafters.  Ms. [redacted] states she received poor service in store and her left lens was done incorrectly.   We apologize for any frustration that Ms. [redacted] has experienced with this situation. Feedback from our customers is appreciated. Ms. [redacted] called into customer care on 01/09/2017 at 6:27PM. As appeasement the manager of LensCrafters store [redacted], Nes has offered assistance. Management, Nes stated that due to the doctor performing a recheck and the customer returning after 9 months, the doctor would like a full recheck at this time. Nes suggested the customer have a new eye exam and use an [redacted], or insurance. Management also suggested the customer can partner with a lion’s club and can possibly get an eye exam. At this time, per management of the store, Nes is able to remake the lenses as a one-time courtesy. In light of the above, we feel this matter has been satisfactorily resolved. Thank you for contacting Luxottica Retail.  Sincerely, Andrew E[redacted]Consultant 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.]
Regards,
Gary [redacted]I still do not understand...How is insurance a discount?  My insurance pays..  insurance is not a discount!!  AARP, however is.. so it’s only one discount... not 2!  The store misreprents themselves saying [redacted] is accepted... it is not!  This false advertising is misleading and takes advantage of seniors with limited income AND insurance.. which we PAY FOR!  Please explain!!

[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 10719821, and find that this resolution is satisfactory to me. 
Regards,
Frank Woodworth

March 18, 2016   Revdex.comAttn: [redacted]@[redacted] Re: [redacted]   [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 Target Optical, C[redacted] located in [redacted], **. Ms. [redacted] is unhappy with the amount of time it has taken, to complete her order of prescription eyeglasses and sunglasses. Ms. [redacted] has waited over a month for the order and states that we have failed to keep our promise to deliver the orders. Ms. [redacted] states that she is not able to visit another optical place, since the store has used Flexible Spending Account. We apologize for any frustration that Ms. [redacted] has experienced with this situation. Feedback from our customers is appreciated.  Optical Team Lead Jason [redacted] has spoken with Ms. [redacted]. Mr. [redacted] has arranged for a full refund of $242.78, for Ms. [redacted]’s order of sunglasses. Ms. [redacted] will be receiving via a check and it is being sent to her home address we have on file.  Mr. [redacted] advised that Ms. [redacted] has picked up her order as of this week.  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

Tell us why here...January 6, 2017   Revdex.comAttn: T[redacted]
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[redacted]
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[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 he received poor service in store and was unable to see out of his lenses.   We apologize for any frustration that Mr. [redacted] has experienced with this situation. Feedback from our customers is appreciated. As appeasement the Regional Management of LensCrafters store 0979, [redacted] has reached out and offered assistance. The regional manager is waiting for the customer’s callback so she may set up arrangements to provide Mr. [redacted] with resolution and make arrangements with the store for his convenience.   In light of the above, we feel this matter has been satisfactorily resolved. Thank you for contacting Luxottica Retail.  Sincerely, [redacted]
Consultant 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.  I have received the refund but am on vacation and will not be able to contact the company directly until my rturn.
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.
Ms. [redacted],Thank you for your message.   Below is the answer you received from LensCrafters that you included in that message.Ms. [redacted], our LensCrafters Management Team invited Ms. [redacted] back into the [redacted]’s Corner Center location to discuss the available options. Ms. [redacted] chose to have her lenses remade. Ms. [redacted] sated she is happy with this decision. Should she need further assistance, Ms. [redacted] can contact the Management Team at ###-###-####.It is not their answer to me.  They told me they would care of the problem only if I had an insurance for them, which I do not have.  If the problem had been my fault I would agree that they do not have to rectify it.  But it is the second time I had trouble with mark on the lenses.  I do not see where they got the impression I was happy with the decision to have the lenses remade.  I did not go to their place since I complained.  Maybe they refer to the time I  had my sun glasses lenses changed and paid fully for them, but that was in 2016.  No offer has been made for my current (no sun) glasses.  I would have been open to any reasonable offer they would make.  Sincerely,[redacted]5/1 @ 4:31:Here are the copies of my receipts from Lenscrafters,  I noticed that one has no date, but the second one has.  That day we also bought glasses for my husband, we had special discounts from our insurance (and maybe Lenscrafters, I can't remember) if buying more than one pair, so we bought four pairs, that why there us no charge for my frame. My husband has no complains about his.  Thanks,[redacted]

Upon reading a response via Revdex.com, from Ms. Erica Rodriquez, I agreed to resolve this matter.  However, I was never contacted by telephone or by an e-mail address from Ms. R[redacted] or a representative of Luxottica Retail North America, Inc.  Ms. R[redacted], in her response to my complaint, did not leave a telephone number, or an e-mail address, wherein, I may be in a position to contact her to resolve this matter, as requested. On December 26, 2016, I went back to the store, and spoke with Ms. Joanne T[redacted] who pleasantly exchanged my glasses without incident.Thank you.[redacted]

May 1, 2017    Revdex.com Attn: [redacted]   Re: [redacted] # [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 Sunglass Hut.   [redacted] states that he purchased a Sunglass Hut gift card and scratched off the pin.  [redacted] states that he was unable to get it replaced or this resolved by calling stores or through Sunglass Hut Customer Care      We apologize for any frustration that [redacted] has experienced with this situation. Feedback from our customers is appreciated.   Devin H., Regional Manager for [redacted], spoke to [redacted] and apologized for his experience.  [redacted] H. states that they will be reissuing a new gift card, and that she would be following up to ensure he received it.    In light of the above, we feel this matter has been satisfactorily resolved. Thank you for contacting Luxottica Retail.     Sincerely,   Lindsay T. Luxottica Retail

September 8, 2016     Revdex.com Attn: [redacted]   [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 www.[redacted].com customer service.   Ms. [redacted] states her mother placed an order as a Christmas gift but it was canceled due to the billing and shipping address being mismatched. Ms. [redacted] states her mother’s address was used for the billing but her address was the shipping address. Ms. [redacted] would like the original discount of 30% to be honored, for a new order to be placed.   We apologize for any frustration that Ms. [redacted] has experienced with this situation. Feedback from our customers is appreciated.     [redacted] a customer service agent has tried to contact Ms. [redacted]. Unfortunately all attempts to reach Ms. [redacted] have been unsuccessful. Ms. [redacted] is able to honor the 30% discount originally available during the time of her order. We ask Ms. [redacted] to please contact us at ###-###-####.     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

I am confirming that it is acceptable to me if the status of the complaint is changed to "resolved, provided the business does issue the refund as promised."  If the business does not issue the refund, I will contact Revdex.com to reopen the complaint. Thanks,[redacted]

May 22,
lang="EN">
Revdex.com
Attn: [redacted]
Re: [redacted]
Dear Ms[redacted]:
We are in receipt of Ms[redacted]' complaint filed with your officeLuxottica
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 LensCrafters,
[redacted]
Ms[redacted] states that her sunglasses were damaged by the associate at the
store
We apologize for any frustration that Ms[redacted] has experienced with this
situationFeedback from our customers is appreciated
General Manager, [redacted], spoke
with Ms[redacted] regarding her concernMs[redacted]' frame was exchanged, at no
charge, on May 23rd
In light of the above, we feel this matter has been satisfactorily
resolvedThank you for contacting Luxottica Retail
Sincerely,
[redacted]
Escalation Specialist
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 11, 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 is dissatisfied with the service provided by Target Optical...

[redacted] in [redacted], MN.Mr. [redacted] states he was promised a refund and he still has not received the funds.We apologize for any frustration that Mr. [redacted] has experienced with his situation. Feedback from our customer is appreciated.Ms. [redacted], I personally attempted to contact Mr. [redacted] today. I left him a voicemail to contact me should he have any additional concerns. I can be reached at [redacted].Thank you for contacting Luxottica Retail.Sincerely,Melissa H[redacted]Escalations SpecialistBrand SupportTarget Optical

February 19, 2016   Revdex.com Attn: [redacted] Re: [redacted] Dear Ms. [redacted]: We are in receipt of Mr. **’s complaint filed with your office. Luxottica Retail’s vision is to provide legendary service. We’re sorry Mr.**...

feels we fell short of our goal and is dissatisfied with the service provided by LensCrafters, [redacted], TX. Mr. ** states he was not given a copy of his purchase receipt. Mr. ** advised that he tried multiple times to obtain the information but was not provided it and is unhappy how the store has handled his concern. We apologize for any frustration that Mr. ** has experienced with this situation. Feedback from our customers is appreciated. Customer service associate, [redacted], has called Mr. ** to discuss his concern. Ms. [redacted] also sent a copy of Mr. **’s receipt to him via email. Should Mr. ** have any questions or need additional help, he may contact 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 LensCrafters

August 23, 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 is dissatisfied with the service provided by LensCrafters [redacted]...

[redacted]
Mr. [redacted] states his glasses are not fitting him correctly. He is requesting an exchange.We apologize for any frustration that Mr. [redacted] has experienced with this situation. Feedback from our customers is appreciated.Our Regional Manager, Brittany W[redacted] spoke to Mr. [redacted] today and invited him back into the store to exchange his eyewear. He will be visiting the store to take advantage of this offer on August 25, 2017.Thank you for contacting Luxottica Retail.Sincerely,Melissa H[redacted]Brand SupportLensCrafters

July 13, 2016       Revdex.comAttn: [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] CENTER located in [redacted]. Mr. [redacted] states he had eyewear made in January but they were incorrect and he was unable to see properly out of them. Mr. [redacted] advised he did go back to the store and had the original pair remade with the help of the store manager but the remade pair lenses were hazy and lacked the Anti-Reflective coating he needs. Mr. [redacted] was promised a call back from an Optometrist in house. Mr. [redacted] spoke with another Optometrist for the location and was advised the previous doctor stated he has Glaucoma. Mr. [redacted] believes his eyewear has never been made correctly for proper usage and would like this remedied with a complete refund, to have his eyewear made elsewhere.We apologize for any frustration that Mr. [redacted] has experienced with this situation. Feedback from our customers is appreciated.Regional Manager Robyn A[redacted], has personally reached out to Mr. [redacted]. Unfortunately Mr. [redacted] was not able to speak with Ms. A[redacted] at length. Ms. A[redacted] did provide her contact information for Mr. [redacted] to contact her back, as his schedule permits. 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

September 20th, 2017    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 the Pearle Vision in Everett, WA.   Ms. [redacted] states the length of time it is taking to receive her daughter’s glasses is unacceptable.   We apologize for any frustration that Ms. [redacted] has experienced with this situation. Feedback from our customers is appreciated.   We spoke to the store and they advised Ms. [redacted]’s daughter’s glasses were dispensed to her on Sept. 1st.  She also advised the customer was given free Anti-reflective coating on her glasses.   In light of the above, we feel this matter has been resolved. Thank you for contacting Luxottica Retail.     Sincerely,   DeAnna P[redacted] Escalation Specialist LensCrafters

Tell us why here...January 23, 2017   Revdex.comAttn: [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 received poor service in store and was charged for services rendered with the independent doctor.    We apologize for any frustration that Mr. [redacted] has experienced with this situation. Feedback from our customers is appreciated. As appeasement the doctor’s office of LensCrafters store 06099, has reached out and offered assistance. Mr. [redacted] was provided additional discount up front with the independent doctor’s office. The independent doctors serviced him free of charge on 09/11/16 and a free trial pair of contacts as the customer agreed to return on 09/12/16. Mr. [redacted] returned on 01/02/17 when he paid his insurance co-pay, $0 for the exam, and $95.00 for the contact lens fitting. [redacted], the General Manager contacted Mr. [redacted] last night and offered multiple resolutions including returning his contact lenses or a friends and family discount on his eyewear as we cannot provide a refund for the copay his insurance requires. As of 1/20/2017, [redacted] the Lab Manager stated the customer was reimbursed $95.00. In light of the above, we feel this matter has been addressed to the best of LensCrafters ability to resolve Mr. [redacted]’s request. Thank you for contacting Luxottica Retail.  Sincerely, [redacted]Consultant Luxottica Retail