Luxottica Retail North America Inc.

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

October 10, 2016     Revdex.com Attn: [redacted]   Re: [redacted] K. [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 promotion details LensCrafters is currently running.       Ms. [redacted] states she went to LensCrafters to purchase glasses and noticed a 40% off purchased eyewear posted in the store.    Ms. [redacted] states that as her purchase was being processed she was advised she did not qualify for the 40% off discount because she was using her insurance.   We apologize for any frustration that Ms. [redacted] has experienced with this situation. Feedback from our customers is appreciated.   Marketing for LensCrafters confirmed that on the LensCrafters website as well as in the fine print of the in store promotion it states   40% Off Lenses with Frame Purchase  Requires complete pair purchase (frame and lenses). Valid on multiple pairs. Cannot be combined with vision benefits, any other offer or discount, previous purchases, readers or non-prescription sunglasses. Valid prescription required. Discounts are off quoted lens price. Some brands excluded, including [redacted] frames, [redacted] lenses, [redacted] and [redacted] sun frames and Authentics lenses. Offer expires 12/31/2016.     In light of the above, we feel this matter has been satisfactorily resolved. Thank you for contacting Luxottica Retail.     Sincerely,   Erica R[redacted] Consultant Specialist Luxottica Retail

September 18, 2015   Revdex.comAttn: [redacted]t[redacted] Re: [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 LensCrafters Southland, in [redacted] states that he did not receive his eyeglasses within the delivery time he was promised.   We apologize for any frustration that [redacted] has experienced with this situation. Feedback from our customers is appreciated.   Regional General Manager, Sharon J., reached out to [redacted] and left a voicemail, with no response. I[redacted] has any further concerns he can contact [redacted]directly at  [redacted]. In light of the above, we feel this matter has been satisfactorily resolved. Thank you for contacting Luxottica Retail.  Sincerely,  Mindy D.Escalation SpecialistLuxottica Retail

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]

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

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

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

June 17, 2015
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 customer service. Were sorry Ms. [redacted] feels we...

fell short of our goal and is dissatisfied with the service provided by LensCrafters [redacted] California.
We apologize for any frustration and inconvenience that Ms. [redacted] has experienced with this situation. Feedback from our customers is appreciated. We have forwarded the concerns to the appropriate member of management. However, we are unable to share the details of any confidential internal investigation.
Thank you for contacting Luxottica Retail. We are eager to constantly, measurably improve our service.
Sincerely,

[redacted]Escalation Specialist
LensCrafters

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

February 10, 2016  Revdex.comAttn: [redacted]@cincinnati.Revdex.com.orgRe: [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, West Farms Mall in Farmington CT. Ms. [redacted] states that her daughter’s glasses were not of quality and is upset that we would not replace.  Ms. [redacted] states she tried to purchase different frames but was told that she could not, as she was beyond the time allowed for an exchange.We apologize for any frustration that Ms. [redacted] has experienced with this situation. Feedback from our customers is appreciated.Regional Manager Michael B[redacted] has reached out to Ms. [redacted] to offer a full replacement pair of glasses for Ms. [redacted]’s daughter. 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

[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 1[redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

February 11, 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]Mr. [redacted]  states that the lenses of his purchased eyewear, were defective as they were fogged over. Mr. [redacted] stated that the lenses were no longer of use due to their current state he was unable to wear them to see clearly.We apologize for any frustration that Mr. [redacted] has experienced with this situation. Feedback from our customers is appreciated.It is my understanding that a member of our store management team, [redacted], was able to rectify this matter by replacing Mr. [redacted]’s lenses at our cost. We have received confirmation that Mr. [redacted] has already visited the store location again, to have the replacement lenses ordered. 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

December 2, 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 LensCrafters, [redacted] North Carolina.   Mr. [redacted] states when he first visited the store he asked for a quote for the cost of glasses after his insurance coverage was applied.  Mr. [redacted] states he returned about a week later and after having an eye exam picked out they glasses he wanted.  Mr. [redacted] states when he was rung out he was told he owed $80 more than what he was quoted. Mr. [redacted] states he made the purchase even though the original price quote was not honored.    We apologize for any frustration that Mr. [redacted] has experienced with this situation. Feedback from our customers is appreciated.   Regional Manager [redacted] advised he spoke with Mr. [redacted] and apologized for the experience he had.  Mr. [redacted] advised he offered to refund Mr. [redacted] the $80 difference in price.    In light of the above, we feel this matter has been satisfactorily resolved. Thank you for contacting Luxottica Retail.     Sincerely,     [redacted] Consultant, Consumer Support North Am[redacted] Consumer Operations

Thank you for reaching out to me. I was contacted later on by luxottica after I submitted my complaint about the lenses not being sent out. They informed they will be sending me replacement lenses at no cost. I would like to believe this has been resolved but until I receive these lenses I am not satisfied. Keep in mind two weeks ago I was told I was being sent replacement lenses but was not. Hopefully they are actually sending them out this time.

[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]

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.Despite my efforts to get in touch with [redacted], I have not received a response back from her. My voicemail went unanswered as did my several phone calls to the number provided.
Regards,
[redacted]

September 13, 2016   Revdex.comAttn: [redacted]Re: [redacted]Dear [redacted]:We are in receipt of [redacted] rebuttal filed with your office. We regret that [redacted] feels we have not net her expectations. Regional Manager Sarah W., was able to listen to the call [redacted] made to [redacted] on August 5th. According to the call [redacted] was advised that she had a zero co pay on a routine eye exam and she had a $200 allowance on glasses which included frames and lenses with any add on’s and anything over the co pay would be at a 20% discount for her out of pocket expense. [redacted] states that LensCrafters does not offer an additional $200 discount and that [redacted] receipt has a total of $295 in discounts, which accurately reflects what is covered by [redacted]. In light of the above, we feel this matter has been satisfactorily resolved. Thank you for contacting Luxottica Retail.Sincerely, Erica R.Team LeadLuxottica Retail

September 19, 2016     Revdex.com Attn: [redacted]
  Re: [redacted] ID# [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 net his expectations.    Regional Manager, Marie G[redacted] has advised that she has tried to contact Mr. [redacted] to discuss a refund but has not been able to get in contact with him.  Mr. [redacted] can reach Ms. G[redacted] at ###-###-#### for further assistance.   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]

June 30, 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]’s feedback is appreciated and has been forwarded to the appropriate member of management. [redacted] Manager of Online services has agreed to refund Ms. [redacted]. A refund check is currently being requested for $181.00. Please have Ms. [redacted] provide the address she would like the check mailed to.   Should Ms. [redacted] need additional assistance with this matter, she may contact ###-###-#### option * and request a member of our Escalation’s team.   Thank you for contacting Luxottica Retail.   Sincerely,   [redacted] Team Lead Luxottica Retail