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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] I am confused. As of today, no one has contacted me from the store or the corporate location. The corporate office can not tell me where my refund is and the store says they are waiting on corporate. I am not updated and there has been no communication that provides me with progress. This experience does not match what the company says at all. Where is my $160 from weeks ago?

Description of how it was resolved was wrong. I did finally receive the check after weeks. And I had previously requested to speak with a supervisor on several occasions, it wasn't until I filed a complaint with Revdex.com that a supervisor finally go in contact with me. They said they supervisor called and apologize, with was completely false. Someone called and asked if I received the check, to which I responded yes and that was the extent of the conversation. After not refunding my money in a timely manner, not returning any of the calls as they promised, there was no apology or explanation as to why I was ignored for a week. Then A week after I deposited the check, I got a letter from my bank that there was a stop payment on the check. This was why I said the matter was not resolved. I would still like a call back from the supervisor. The way I have been treated by this company is absolutely unacceptable.

May 23, 2017    Revdex.com Attn: [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 the LensCrafters at [redacted] in [redacted].   [redacted] states she was double charged.   We apologize for any frustration that [redacted] has experienced with this situation. Feedback from our customers is appreciated.   Regional Manager, Sam C., spoke with [redacted] regarding her concerns. Sam states that [redacted] did receive her refund.   In light of the above, we feel this matter has been resolved. Thank you for contacting Luxottica Retail.     Sincerely,   Justin N. 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.  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 regional manager never contacted me.. I never spoke with the woman that is referenced in their response. This company obviously has problems lying. The store representative lied to me and now their are lying in this response.
Regards,
[redacted]

July 26, 2017Revdex.comAttn: [redacted]Re: [redacted]Dear Ms. [redacted]: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 by the LensCrafters...

[redacted]Ms. [redacted] states she has had trouble with her glasses numerous times and is requesting a refund in full.We apologize for any frustration that Ms. [redacted] has experienced with this situation. Feedback from our customers is appreciated.It is my understanding the management team is assisting with Ms. [redacted]'s concerns from the store level and they are replacing her glasses at no charge.Also, I personally attempted to contact Ms. [redacted] and left her a voicemail to touch base with her concerns. Should Ms. [redacted] need further assistance I can be reached at [redacted] or Mario, manager, at LensCrafters can be reached at [redacted] He is working diligently to assist Ms. [redacted].Thank you for contacting Luxottica Retail.Sincerely,Melissa H[redacted]Brand SupportLensCrafters

November 17, 2016   [redacted]
 
[redacted] [redacted]
 
[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 Luxottica Warranty and Repair Center in Mason, OH.  Mr. [redacted] states he sent his glasses into the Luxottica Warranty Center for a minor repair in August.  Mr. [redacted] states he has never been contacted regarding his repair and when he tries to call he is on hold for an extended period of time.   We apologize for any frustration that Mr. [redacted] has experienced with this situation. Feedback from our customers is appreciated. [redacted], Consultant for Luxottica Warranty Repair Center states Mr. [redacted]’s sunglasses have been evaluated under Notification # [redacted].  Ms. [redacted] advised the temples have been found defective.  Ms. [redacted] states they can either replace the temples at no cost or they are offering $135 credit towards a new pair of glasses.  Ms. [redacted] ask that Mr. [redacted] contact her at 1-[redacted] to place an order.   In light of the above, we feel this matter has been satisfactorily resolved. Thank you for contacting Luxottica Retail.  Sincerely, [redacted] Consultant Specialist Luxottica Consumer Shared Services Tell us why here...

[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.  The Regional Manager, Peter, called me 8/1/17 and they provided a full refund.  Very happy that they fixed this matter.
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]

[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 disagree that they resolved this issue in a timely manner. It should never take 20 days and multiple calls, emails, texts, etc to the store, corporate, bank, Revdex.com, and the Attorney Generals office, to have a refund put back on a card. A business should never allow their store managers to hang up on customers and financial institutions, when they try to inquire. This business will never see any of my money again. I did get my money back, but only after filing a complaint with the Revdex.com. It should never escalate to this. 
Regards,
[redacted]

May 16, 2016   Revdex.comAttn: [redacted]Re: [redacted]Dear Ms. [redacted]:We are in receipt of Mr. [redacted]’s rebuttal with your office. We regret that Mr. [redacted] feels we have not met his expectations.   Mr. [redacted]’s feedback is appreciated and has been forwarded to the appropriate member of management for our Warranty Center.  Ms. Sc[redacted], Team Lead for our warranty center spoke with Mr. [redacted] on March 31st and explained that after two evaluations his glasses were determined not to be defective and she offered his 50% off the repair.  Mr. [redacted] called in on April 20th and requested his glasses be sent back to him unrepair.  We show those glasses were shipped out on April 21st and we show they were delivered on April 29th.  We are considering this issue closed.  Should Mr. [redacted] need further assistance he can call our repair center at ###-###-####.  Thank you for contacting Luxottica Retail. Sincerely,Erica R[redacted]Team Lead Luxottica Retail(Original attached

October 1, 2015
   
Revdex.com
Attn: [redacted]
[redacted]
*
[redacted]
*
[redacted]
 
We are in receipt of Ms. [redacted]’s complaint filed with your office.
 
We apologize for any...

frustration that Ms. [redacted] has experienced with this
situation. Feedback from our customers is appreciated.
 
I have personally attempted to
contact Ms. [redacted] via email with no success.
 
Should Ms. [redacted] need additional
assistance with this matter, she may contact me directly at [redacted] or
reply to me via email at [redacted]
 
Thank you for contacting Luxottica
Retail.
 
Sincerely,
 
[redacted]
Escalation Specialist
Luxottica Retail

This is to confirm that I did receive the gift card and my complaint has been resolved.
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 18, 2017
 
Revdex.com
Attn: [redacted]
[redacted]
 
Re: [redacted] #12263211
 
Dear Ms. [redacted]:
 
We are in receipt of Ms. [redacted]’s complaint filed with your office.
Luxottica Retail’s vision is to provide...

legendary customer service. We’re sorry
Ms. [redacted]’s feels we fell short of our goal and is dissatisfied with the
service provided by the LensCrafters Reynoldsburg in Reynoldsburg, Ohio.
 
Ms. [redacted] states she made a purchase for herself and her son. She was
told by the associates that she could be reimbursed on her FSA accounts. She
has not heard from any associates about this situation.
 
We apologize for any frustration that Ms. [redacted] has experienced with
this situation. Feedback from customers is appreciated.
 
Ms. [redacted], please have Ms. [redacted] contact the General Manager,
Barry D[redacted]. He can be reached at ###-###-####, he will be happy to assist Ms.
[redacted]’s.
 
Thank you for contacting Luxottica Retail.
 
Sincerely,
 
 
Melissa H[redacted]
Escalation Specialist
Brand Support

September 15, 2015Revdex.comAttn: [redacted]@Revdex.com.orgRe: [redacted]Dear Ms. [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]’s feedback is appreciated and has been forwarded to the appropriate member of management. However, we stand by our original response dated July 29, 2015.Thank you for contacting Luxottica Retail.Sincerely,Mindy D[redacted]Escalations SpecialistLuxottica 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 want to thank the Revdex.com for assisting in resolving this matter and to Lenscrafters for stepping up to the plate as well.
Regards,
[redacted]

June 13th, 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 Luxottica Warranty and Repair Center.   Ms. [redacted] states she has yet to receive her glasses.   We apologize for any frustration that Ms. [redacted] has experienced with this situation. Feedback from our customers is appreciated.   Luxottica Warranty and Repair Center Supervisor, Cindy G[redacted], states Ms. [redacted]’s eyewear was replaced at no cost.   In light of the above, we feel this matter has been resolved. Thank you for contacting Luxottica Retail.     Sincerely,   Justin N[redacted] Luxottica Retail

-thank you I got a refund!
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]

Per v/m from Mr. [redacted]:Please close my complaint as resolved at this time.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]

November 18, 2015
  
Revdex.com
Attn: [redacted]
*
[redacted]
*
[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
Pearle Vision, Alderwood Mall, in Lynnwood, WA.
 
Mr. [redacted] states that he was told he could not use his vision benefits on
Oakley eyewear and believes that he could have.
 
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. Mr. [redacted] will be receiving new Oakley eyewear at no cost.
 
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