Luxottica Retail North America Inc.

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

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]

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]

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

July 25, 2017Revdex.com[redacted] Beck[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 customer service. We're sorry he feels we fell short of our goal and he is...

dissatisfied with the service provided by LensCrafters [redacted] location in [redacted]Mr. [redacted] was unhappy with the service he received and was due a refund.We apologize for any frustration that Mr. [redacted] has experienced with his situation. Feedback from our customers is appreciated.The Regional Manager contacted Mr. [redacted] and it is my understanding that he was refunded on July 18, 2017 .Thank you for contacting Luxottica Retail.Sincerely Melissa H[redacted]Brand supportLensCrafters

February 10, 2016     Revdex.com Attn: [redacted] Re: [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 his purchase of one pair of sunglasses and the service provided through online customer service. Mr. [redacted] states that he purchased two sunglasses but ended up returning one pair as he was dissatisfied with the quality and found them to be defective. Mr. [redacted] states that he was not refunded for the returned pair. 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 by Lorina [redacted], a member of management within our online customer service department. Ms [redacted] has left a message offering additional assistance to Mr. [redacted]. Ms [redacted] has also processed a refund for Mr. [redacted]’s credit card ending in 6396 for the amount of $95.63. 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

[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.  [redacted] – LensCrafters Regional Management called to discuss and helped to resolve my issue by issuing a complete refund. Both Zalina and Julie – Store Manager handled my issue professionally. 
Regards,
[redacted]

March 7, 2018   Revdex.com Attn[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] Center. We regret we are unable to do as Mr. [redacted] requests.   Mr. [redacted] states LensCrafters failed to use his [redacted] discount on his purchase. He is requesting that LensCrafters refund him in the amount of $32.50.   LensCrafters generally are not able to honor both a promotion and insurance benefits on the same purchase. The majority of insurance companies, for which LensCrafters is a provider, receive a contractually predetermined discount on our retail pricing. Like most optical providers, LensCrafters and insurance companies do not permit multiple discounting. Therefore, coupons and national promotions are rarely applicable with insurance or vision benefits.   Thank you for contacting Luxottica Retail.   Sincerely,   Nicole R[redacted] Brand Support LensCrafters

November 22, 2017 Revdex.comAttn: [redacted] Re: [redacted] Dear Ms. [redacted]: We are in receipt of Mr. Ronnning’s complaint filed with your office. We’re sorry Mr. [redacted] feels we fell short of our goal and is dissatisfied with the service...

received. Mr. [redacted] states he is unhappy with the service provided from our Warranty Parts and Repair Department about his Oakely sunglasses. He is requesting his [redacted] sunglasses that he originally paid for be returned.  We apologize for any frustration that Mr. [redacted] has experienced with this situation. Feedback from our customer is appreciated. It is my understanding that Mr. [redacted] spoke to Ms. Cindy G[redacted], Supervisor, Warranty Parts and Repair Department on November 10, 2017. She issued Mr. [redacted] a refund for $75.00 and contacted the necessary persons to have Mr. [redacted]’s order shipped next day. Should Mr. [redacted] need further assistance, she can be reached at ###-###-####. In light of the above, we feel this matter has been satisfactorily resolved. Thank you for contacting Luxottica Retail. Sincerely, Melissa H[redacted]Escalations SpecialistLuxottica

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 will accept lenscrafters settlement wgen it posts to [redacted]. Glasses were returned.

December 3, 2015
  
Revdex.com
Attn: [redacted]
Re: [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 LensCrafters, Clairemont Drive, in San Diego, California.
Ms. [redacted] feels that her frame is defective.
We apologize for any frustration that Ms. [redacted] has experienced with this
situation. Feedback from our customers is appreciated.
It is my understanding that management team at the University Towne Centre
location has left a voicemail for Ms. [redacted] offering to make a new pair of
eyeglasses at no charge. Should Ms. [redacted] need additional assistance with
this matter, she may contact management back at [redacted].
In light of the above, we feel this matter has been satisfactorily
resolved. Thank you for contacting Luxottica Retail.
Sincerely,
[redacted]
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:
Since submitting my complaint, Lens Crafters has diligently made efforts to resolve my issue.  They have without issue agreed to provide a refund for the merchandise.  Please note that the local store manager ([redacted]) led me to believe there were no other options after numerous trips to the store.  That said, also note that lens crafters NJ and OH both listened and understood the issue and immediately agreed that a refund was warranted.  I will continue to be a loyal customer to Lens Crafters and thank Lens Crafters Corporate for their involvement in this decision.    
Best Regards,
[redacted] [redacted]

August 2, 2016    Revdex.com Attn: [redacted]   Re: [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 Luxottica Warranty and Repair Center in Mason, OH.   Ms. [redacted] states she has mailed in a pair of [redacted] sunglasses for repair. Ms. [redacted] has advised the package sent in containing her eyewear, does have tracking.   We apologize for any frustration that Ms. [redacted] has experienced with this situation. Feedback from our customers is appreciated.   Clarice A[redacted] an Escalation’s Specialist, has personally contacted management within the repair center. Unfortunately no package could be found from Ms. [redacted]. Ms. A[redacted] requests for the customer to provide the tracking number for the package, for further necessary research of this matter.   Thank you for contacting Luxottica Retail.     Sincerely,   Holly T[redacted] Brand Liaison Luxottica Retail

July 28, 2017Revdex.comAttn: [redacted]@Cincinnati.Revdex.com.orgRe: [redacted]Dear Ms. [redacted]:I am in receipt of Ms. [redacted]'s rebuttal complaint with your office.We apologize for any frustration that she has experienced with the situation. Feedback from our customers is appreciated.Ms. [redacted], I personally tried to contact her , she stated she was leaving for a meeting and asked if we could connect later. Should Ms. [redacted] need further assistance, I can be reached at [redacted]Thank you for contacting Luxottica Retail.Sincerely,Melissa H[redacted]Brand SupportLuxottica

December 10, 2015
   
Revdex.com
Attn: [redacted]
T[redacted]@cincinnati.Revdex.com.org
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 service. We’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 she is experiencing issues with her eyeglasses and
the store is not able to help.
We apologize for any frustration that Ms. [redacted] has experienced with
this situation. Feedback from our customers is appreciated.
It is my understanding that Jerry,
the regional manager, has attempted to contact Ms. [redacted] via phone, with no success.  Should Ms. [redacted] need further assistance
with this matter, she may contact Jerry directly at [redacted] or [redacted], the general manager, at [redacted].
Thank you for contacting Luxottica Retail.
Sincerely,
 
[redacted]
Brand Liaison
Luxottica Retail

July 5, 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. Regional Manager Amy Balk Jacolenne has personally spoken with Ms. [redacted] and offered to have the lenses remade for her in [redacted]. The General Manager is reaching out to Ms. [redacted] to set up a time for an appointment, to ensure this is handled by her specifically. Should Ms. [redacted] need additional assistance with this matter, she may call us at ###-###-#### option *.   Thank you for contacting Luxottica Retail.   Sincerely,   Holly T[redacted] Brand Liaison LensCrafters

March 14, 2016    Revdex.com Attn: [redacted]@cincinnati.Revdex.com.org Re: [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 Pearle Vision, [redacted] in Pittsburgh, PA. Ms. [redacted]  states that she has been dissatisfied with her eyewear purchase from November 2015. Ms. [redacted] states that she has been unable to use her eyewear and is questioning the prescription and lens material in which they were made with. Ms. [redacted] is requesting an exchange for the correct prescription and the type of lenses that will work for her to wear the eyewear on a continual every day basis. We apologize for any frustration that Ms. [redacted] has experienced with this situation. Feedback from our customers is appreciated. It is my understanding that Regional Manager Bernie [redacted] has been able to speak with Ms. [redacted] at length about her concerns. Mr. [redacted] has offered Ms. [redacted] an exchange of her eyewear and upgraded the type of lenses   she will receive. Ms. [redacted]  is only being charged half the cost of the upgraded amount, for a total of $97.50. Ms. [redacted]s new eyewear will be mailed to her home address, once the order is completed. 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

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.I am in acceptance with the resolution however, I have still not recieved the credit to my card or the E-gift card! I was advised on 12/11/15 that I would receive the gift card and credit to my card and have still not received anything and today is 12/18/15. I find it hard to believe it would not have been processed and received by todays date.I am very unhappy with the lack of resolution to this situation that was not my fault to begin with!
[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]

Tell November 14, 2016   [redacted]
 
[redacted] [redacted]
 
[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] states she placed an online order with Sunglass Hut for the [redacted] program.  Ms. [redacted] advised she ordered 4 pairs of sunglasses and sent back 3 expecting to be charged for the pair she kept.  Ms. [redacted] states [redacted] lost the package and Sunglass Hut charged her $750 plus tax for the entire order.  Ms. [redacted] states she has not received her refund for the return of the sunglasses.    We apologize for any frustration that Ms. [redacted] has experienced with this situation. Feedback from our customers is appreciated. [redacted], manager of online services advised that the refund was settled on her end November 9th.  We ask that Ms. [redacted] please allow up to 10 business days, excluding holidays for this to show back in her account.   In light of the above, we feel this matter has been satisfactorily resolved. Thank you for contacting Luxottica Retail.  Sincerely, 
[redacted]Consultant, Consumer Services Luxottica North America   us why here...