Luxottica Retail North America Inc.

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

October 10, Revdex.com Attn: *** *** *** Re: *** *** ID# *** Dear Ms***: We are in receipt of Ms***’s complaint filed with your officeLuxottica Retail’s vision is to
provide legendary serviceWe’re sorry Ms*** feels we fell short of our goal and is dissatisfied with the service provided by Luxottica Warranty and Repair Center in Mason, OH Ms*** states she has been trying to contact the Luxottica Warranty Center to find out where to send her glasses for repair. We apologize for any frustration that Ms*** has experienced with this situationFeedback from our customers is appreciated Danielle V***, Team Lead for Luxottica Warranty Repair Center provided the following instructions The Repair Center re-evaluated your claim and request that you please sent in your eyewear for repair process, please mail the following to the Luxottica Warranty and Repair Service Center for full and prompt repair. Protection is important, so please place the eyewear in a case and the case in a cardboard box in order to protect the eyewear during transportation• Your frame. Please note that we DO service prescription frames but we DO NOT service prescription lensesTherefore, you must remove any prescription lenses. We are not responsible for any prescription lenses that are sent with the frames• A note with your first and last name, mailing address, contact phone number & email addressPlease also include a brief description of the issuePlease include your notification case number ***• A copy of the proof of purchase which includes; the date of purchase, location, cost and/or the fully completed product warranty cardPlease mail all of the above items via US Postal Service to: Luxottica Warranty and Repair Service Center *** *** ***
*** ** *** If mailing via *** or *** send all the above items to: Luxottica Warranty and Repair Service Center *** *** *** *** ***
*** ** ***We recommend you send the mail as certified or insured, so that you are able to track your shipmentPlease note we are not responsible for any lost packages, for any damage in transit or due to improper packagingAny replacement is considered a final sale**NOTE** Luxottica does NOT service repairs outside of the United States In light of the above, we feel this matter has been satisfactorily resolvedThank you for contacting Luxottica Retail Sincerely, Erica R*** Consultant Specialist Luxottica Consumer Shared Services

November 9, 2017Revdex.comAttn: *** ***Re: *** ***Dear Ms***:We are in receipt of Mr***’s complaint filed with your officeWe’re sorry Mr*** feels we fell short of our goal and is dissatisfied with the service provided by LensCrafters ***
*** *** ** *** *** *** Mr*** states his prescription is incorrect and LensCrafters would not provide a full refundHe is requesting a complete refund. We apologize for any frustration that Mr*** has experienced with his situationFeedback from our customers is appreciated. Ms***, we show that Mr*** has received a refund in full on October 17, Should Mr*** need anything further, I can be reached at ###-###-####. In light of the above, we feel this matter has been satisfactorily resolvedThank you for contacting Luxottica Retail. Sincerely, Melissa H***Brand SupportLensCrafters

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Was told I would be sent replacement lenses at no additional costTwo weeks later I called to check the statusI reciecved a call today saying that I am not being mailed replacement lensesCompletely unacceptableI had a day warranty
Regards,
*** ***

April 2, Revdex.com Attn: *** *** *** Re: *** *** Dear Ms***: This is in response to Mr***’s rebuttal submitted to your office It is our understanding that Mr*** will be visiting the International Plaza location to receive his refund in the amount of $Should he need further assistance he can contact the International Plaza location at *** ***
In light of the above, we feel this matter has been satisfactorily resolvedThank you for contacting Luxottica Retail Sincerely, Nicole R*** Brand Support Luxottica

February 4, 2016 Revdex.comAttn: *** ***@*** Re: *** *** *** Dear Ms***: We are in receipt of Mr***’s complaint filed with your officeLuxottica Retail’s vision is to provide legendary
serviceWe’re sorry Mr*** feels we fell short of our goal and is dissatisfied with the service provided by Sunglass Hut, ***
*** *** ** *** Mr*** states that he purchased a $gift card from one of our stores but lost itMr*** requested for us to replace the gift card but was advised it could not be done, as the gift card is treated as cash. We apologize for any frustration that Mr*** has experienced with this situationFeedback from our customers is appreciated. It is my understanding that Mr*** was contacted by management and issued a replacement gift card for the amount of $50. In light of the above, we feel this matter has been satisfactorily resolvedThank you for contacting Luxottica Retail. Sincerely, Holly T***Brand Liaison

December 11,
*** *** ***
*** *** ***
***
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*** *** ***
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*** *** ***
We are in receipt of Mr***’s complaint filed with your office
Luxottica Retail’s vision is to
provide legendary serviceWe’re sorry Mr***
feels we fell short of our goal and is dissatisfied with the service provided
by LensCrafters, Deptford Mall in Woodbury, New Jersey
Mr*** states that he was unable to have only one lens replaced as the
store advised they needed to replace both lenses
We apologize for any frustration that Mr*** has experienced with this
situationFeedback from our customers is appreciated
It is my understanding that Perlina,
regional general manager, spoke with Mr*** and offered to make one Oakley
lens at no charge and the other lens at a discount
If Mr*** requires additional
assistance with this matter, he may contact Perlina directly at ***
In light of the above, we feel this matter has been satisfactorily
resolvedThank you for contacting Luxottica Retail
Sincerely,
*** ***
Brand Liaison
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 *** and find that this resolution is satisfactory to me.
Regards,
*** **

***, I received my glasses back from *** today Thank you for the help in this matter. Complaint ID ***Thanks,*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that
this resolution is satisfactory to me.
Regards,
*** ***

September 14, 2016 Revdex.comAttn: *** *** Re: *** *** *** Dear Ms***: We are in receipt of Mr***’s rebuttal filed with your officeWe regret that Mr*** feels we have not met his expectations. Our online manager, Laura *** advised that she did speak with Mr*** on Friday 09/to let him know there was an error with his address and his refund check had been returned to herMs*** resent the check out *** overnight with tracking # *** and shows it is out for delivery today In light of the above, we feel this matter has been satisfactorily resolvedThank you for contacting Luxottica Retail. Sincerely, *** ***Team Lead Luxottica Retail

*** ** ***
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*** *** ***
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*** *** *** We are in receipt of Ms***’s complaint filed with your officeLuxottica Retail’s
vision is to provide legendary serviceWe’re sorry Ms*** feels we fell short of our goal and is dissatisfied with the Target Optical, Holyoke Massachusetts Ms*** states she purchased frames and lenses from Target Optical and submitted her insurance claim herself. Ms*** states her insurance company has requested CT codes for procedures and diagnostics. Ms*** states the store will nto provide this information to her or the insurance company for her to be reimbursed. We apologize for any frustration that Ms*** has experienced with this situationFeedback from our customers is appreciated I spoke with the Optical Team Lead *** who advised that Target Optical does not use diagnostic codes for the purchase of glasses*** states she spoke with Cigna on behalf of Ms*** and everything has been resolved. In light of the above, we feel this matter has been satisfactorily resolvedThank you for contacting Luxottica Retail Sincerely,
*** *** 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 ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Revdex.com complaintmessage*** ***> Sat, Nov 21, at 5:AMTo: ***uxotticaretail.com, t***@cincinnati.Revdex.com.orgPlease refrain from telling Mrs *** that I have not replied when in fact I called both customer service lines, numbers one and two from the main number you had as your contact numberNumber one didn't know who you were nor were they any help at allThe three different people I talked to wouldn't even connect me to a supervisor nor give me your emailWhen I called back and pressed two for store customer service, one is for online, I was given the same run around multiple timesI admit everyone was polite but just gave me the same response, "I'm sorry there is nothing we can do." "No I can't put you through to a supervisor but you can leave a message and one will call you back within forty-eight hours." So since the customer service department closes before I get off work and your help lines are disastrously unhelpful I have to wait until Monday when I'm off work before I can call youFor further reference when you reply or send an email to the Revdex.com and they forward it to a customer the customer cannot see the address where the email originatedYou have to write out your email or put it in your signature block like you did in your second email which is why I'm responding now.The store information you wanted is *** *** *** *** *** ***Both stores are in the *** *** mallOne is a kiosk in the mall itselfThe other is the sunglass hut in ***'sI can provide phone numbers if you wish.I will call you later in the day on Monday as I'm sure you won't read this until Monday morning at the earliestHopefully you will have had time to formulate a plan to refund the money for the now useless gift cardsYou customer service reps were quite helpful in telling me what couldn't be done and were utterly useless when asked how the problem could be solved both in my original phone call and when trying to contact you.*** ***Sent from my iPhone
Regards,
*** ***

June 9, Revdex.com Attn: *** *** *** Re: *** *** ID# *** Dear Ms***: We are in receipt of Ms***’s complaint filed with your officeLuxottica Retail’s vision is to provide legendary serviceWe’re
sorry Ms*** feels we fell short of our goal and is dissatisfied with the service provided by LensCrafters, *** *** *** Center in *** ** Ms*** states that her eyewear causes headaches We apologize for any frustration that Ms*** has experienced with this situationFeedback from our customers is appreciated Regional Manager, Thomas C*** spoke to Ms*** Wednesday, June 7, 2017, and the store will process a refund. In light of the above, we feel this matter has been resolvedThank you for contacting Luxottica Retail Sincerely, Lindsay T*** 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 ***, and find that this resolution is satisfactory to me.
Regards,
*** **

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear belowThe company has not refunded my money for their bad glassesI have also sent a letter to the ** State Insurance commissioner about insurance fraud and will be filing a complaint with the ** State Attorney GeneralI have since purchased other glasses from another company but had to pay for them out of my own pocketI want MY MONEY BACK
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

April 24, 2017 Revdex.comAttn: *** *** Re: *** *** ID# *** Dear Ms***: We are in receipt of Ms***’s complaint filed with your office Luxottica Retail’s vision is to provide legendary service
We’re sorry Ms*** feels we fell short of our goal and is dissatisfied with the service provided by LensCrafters Ms*** states that she visited the store on April 4, for an eye exam and to purchase glasses. Ms***e states that although her eye exam was pleasant, purchasing glasses was not a positive experience. Ms*** states that the associate’s attitude was cold, and that she would not provide insurance information after requesting it multiple times. Ms*** states that she contacted corporate for assistance and was advised that someone would contact her about this experience. Ms*** states that no one has contacted her to address her feedback. We apologize for any frustration that Ms*** has experienced with this situationFeedback from our customers is appreciated. The regional manager of LensCrafters at Westfarms, Kevin ***, spoke to Ms*** today. Mr*** states that Ms*** is in a good spot now after their conversation. Mr*** assured Ms*** that he would follow up with Joe and to coach his associate on this experience. Mr*** states that the store will have free lens cleaner, towellettes, and a microfiber cloth for Ms*** when she picks up her glasses. In light of the above, we feel this matter has been resolvedThank you for contacting Luxottica Retail. Sincerely, Lindsay ***Luxottica Retail

April 1, 2016 Revdex.comAttn: *** ***@***
Re: *** *** ***Dear Ms***:We are in receipt of Mr***’s complaint filed with your officeLuxottica Retail’s vision is to provide legendary serviceWe’re sorry Mr
*** feels we fell short of our goal and is dissatisfied with the service provided by Luxottica Warranty and Repair Center in Mason, OH.Mr*** states that he is not happy with the evaluation results for his *** sunglassesMr*** states the sunglasses are defective and the repair and or replacement should be completed at no charge. We apologize for any frustration that Mr*** has experienced with this situationFeedback from our customers is appreciated.It is my understanding that Linda S*** a Team Lead for our Warranty center reached out to Mr*** and discussed his concernsMsS*** advised him that we did request a 2nd evaluation by a senior technician and the results came back the sameThe sunglasses were not found to be defective. MsSc*** did offer to reduce the price of the repair from $($lenses + $process fee) to $($lenses + $process fee) or we could return his original sunglasses un-repaired at no cost Thank you for contacting Luxottica Retail Sincerely, Holly T***Brand LiaisonLuxottica Retail Please see attached for original copy

October 9,
Revdex.com
Attn: *** ***
***
*** *** ***
*** *** ***
We are in receipt of Ms
***’s rebuttal filed with your office
It is my
understanding that Ms***’s vision benefits have been reinstated as of
Octorber 2, 2015. I personally left a
voicemail for Ms*** regarding this information as well
In light of the
above, we feel this matter has been satisfactorily resolvedThank you for
contacting Luxottica Retail
Sincerely,
*** ***
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 *** and find that this resolution is satisfactory to me.
Regards,
*** ***

March 12, Revdex.com Attn: *** *** *** Re: *** *** Dear Ms***: This is in response to Mr***’s rebuttal filed with your office Again, we apologize for any frustration that Mr*** has experienced However, the majority of insurance companies, for which LensCrafters is a provider, receive a contractually predetermined discount on our retail pricingTherefore, they do not allow additional discounts to be appliedShould Mr*** have additional questions or concerns he may want to reach out to his insurance provider for more explanation Thank you for contacting Luxottica Retail Sincerely, Nicole R*** Brand Support LensCrafters