Luxottica Retail North America Inc.

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.    I understand that I can reopen my complaint if I do not receive the lenses as promised.
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 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

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

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

Hello, I am writing regarding my complaint against Lenscrafters at [redacted] in [redacted].  ID  [redacted].My lens has been replaced, but only because my husband took my glasses in and demanded they repair them. He was still treated poorly, the woman insisted the glasses were dropped, which they were not.  The lens cracked after only having them for one week.I really do not want anyone to contact me from Lenscrafters, I am very dissatisfied and will just never return.There is nothing I want from them.  I appreciate the help I have received from the Revdex.com, thank you.  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]

May 31st, 2017...

   Revdex.com Attn: 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 Oakley.   Mr. [redacted] states he never received his glasses.   We apologize for any frustration that Mr. [redacted] has experienced with this situation. Feedback from our customers is appreciated.   Oakley Supervisor, [redacted], states she has contacted Mr. [redacted] and will provide him a full refund with extra compensation. [redacted] states Mr. [redacted] was satisfied with the resolution.   In light of the above, we feel this matter has been resolved. Thank you for contacting Luxottica Retail.     Sincerely,   [redacted] Oakley

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.
As of today, I have not receive check and they have not returned my phone call.  Please check on the status of my complaint.
Regards,
[redacted]

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

[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]

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 8, 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 Sunglass Hut, [redacted]   Mr. [redacted] states he purchased a pair of [redacted]’s from Sunglass Hut in 2014 and thought they had a lifetime warranty.  After returning to the store Mr. [redacted] states he was advised there was nothing they could do.    We apologize for any frustration that Mr. [redacted] has experienced with this situation. Feedback from our customers is appreciated.   Allison Adams, Regional Manager advised that her Regional Trainer, Lisa contacted Mr. [redacted] and they are replacing his [redacted]’s with a new pair.  Ms. [redacted]’s advised Mr. [redacted] will be contacted once the glasses have arrived at the store.    In light of the above, we feel this matter has been satisfactorily resolved. Thank you for contacting Luxottica Retail.   Sincerely,   Erica [redacted] Consultant, Consumer Support North America Consumer Operations Luxottica North America

July 13, 201*             Revdex.com Attn: [redacted]   Re: [redacted]   Dear Ms. [redacted]:   We are in receipt of Mrs. [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] Mall located in [redacted], **.   Ms. [redacted] states that her father lost his eyeglasses. Ms. [redacted] advised she did try to reach out to customer care and filed a complaint regarding her concern, as she was not contacted by a member of management as promised. Ms. [redacted] feels that no one wants to assist her father and her and does not like the way that she has been treated. Ms. [redacted] would like her father’s eyewear replaced under the Eyewear Protection Program, for a fee of $50.   We apologize for any frustration that Ms. [redacted] has experienced with this situation. Feedback from our customers is appreciated.   Regional Manager Meghan D[redacted] has made an attempt to reach Ms. [redacted], to discuss a possible resolution for this matter. Unfortunately all attempts made by Ms. [redacted] have been unsuccessful thus far. Should Ms. [redacted] wish to discuss this matter further, she may contact our Escalation’s team by calling [redacted] option * and we will be able to connect her with Ms. [redacted].   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

Hello, I apologize for the late response. The issue was resolved and I was satisfied with the service.  -- 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]

[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. 
Regards,
[redacted]

May 19, 2017    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 met his expectations.     Mr. [redacted] states that when the supervisor called him back there was no explanation of why this happened or an apology for the experience.  Mr. [redacted] states that he did receive a refund check.  However, when he deposited it into his bank account, it was returned because of a stop payment.       We apologize for any frustration that Mr.[redacted] has experienced with this situation. Feedback from our customers is appreciated.   Erica [redacted], Supervisor of Sunglass Hut Customer Care, called Mr. [redacted] again to let him know a new check was requested, and that she would call him as soon as it was mailed.  However, in the meantime, Mr. [redacted] visited the store in person and received a cash refund.       In light of the above, we feel this matter has been addressed to the best of Sunglass Hut’s ability.  Thank you for contacting Luxottica Retail.   Sincerely,   Lindsay [redacted] 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.]On the 1-18-17 I was contacted by LensCrafters and was told I'd receive a call back later that day. I never received a call back nor did I receive a call yesterday with any offer. I've not even had a missed call from LensCrafters. LensCrafters can't offer me a resolution without a phone call.
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

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