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

LensCrafters of [redacted]s Corner called me about one hour ago to offer me to change the lenses for free.  I have an appointment with them on May 17th (can't go before because my [redacted]).Thank you so much for your help. 
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.
I apologize but I was in the hospital and unable to answer phone calls.  Please call me @ ###-###-####.  
Regards,
[redacted]

September 13, 2016   Revdex.comAttn: [redacted] Re: [redacted] ID# [redacted] Dear [redacted]: We are in receipt of [redacted] rebuttal filed with your office.  We regret that [redacted] feels we have not net his expectations.    This complaint has been sent to the proper management for any internal investigation and the outcome would not be shared with [redacted]. A request was submitted to Luxottica to have [redacted] contacting information removed from any future mailings.  In light of the above, we feel this matter has been satisfactorily resolved. Thank you for contacting Luxottica Retail. Sincerely, Erica R.Team LeadLuxottica Consumer Shared Services

April 20, 2018 Revdex.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 provided...

by LensCrafters Governors Square Mall location in Clarksville, TN. Ms. [redacted] states that she provided her own frame and placed an order for lenses. Her order has taken longer than was considered reasonable and the lab has lost the frame she provided. She is requesting a refund for both lens and frame. We apologize for any frustration that Ms. [redacted] has experienced with this situation. Feedback from our customers is appreciated. Our Store Market Manager, [redacted] contacted Ms. [redacted] on April 11th, 2018 to discuss her concerns and offer her personal apology. Ms. [redacted] refunded Ms. [redacted] for both the lens order placed and the frame that was lost by the lab. In light of the above we feel this matter has been satisfactorily resolved. Thank you for contacting Luxottica Retail. Sincerely,  Melissa H[redacted]Brand SupportLensCrafters

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 purchased a pair of eye glasses from Lens Crafters at [redacted] on April 10, 2015.  I never received these glasses but they claim that I did.I disputed the charge on my credit card and received a refund of this amount.  Lens Crafters received payment from EyeMed and OPERS and never refunded this payment and still claim that I received these glasses when in fact I never did.Not only does this payment from the insurance prevent me from getting glasses from another company because my benefit has been used for this two year period, I feel this constitutes insurance fraud on their part and this issue needs to be addressed. Please find enclosed receipt and credit card dispute form.Desired resolution:  LensCrafters admit their mistake and refund my vision insurance payment to EyeMed and OPERS.Sincerely,[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 us why here...January 20, 2017   Revdex.comAttn: [redacted]
 
[redacted]
 
[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 he received poor service in store and was charged for services rendered with the independent doctor.    We apologize for any frustration that Mr. [redacted] has experienced with this situation. Feedback from our customers is appreciated. As appeasement the doctor’s office of LensCrafters store 06099, has reached out and offered assistance. Mr. [redacted] was provided additional discount up front with the independent doctor’s office. The independent doctors serviced him free of charge on 09/11/16 and a free trial pair of contacts as the customer agreed to return on 09/12/16. Mr. [redacted] returned on 01/02/17 when he paid his insurance co-pay, $0 for the exam, and $95.00 for the contact lens fitting. [redacted], the General Manager contacted Mr. [redacted] last night and offered multiple resolutions including returning his contact lenses or a friends and family discount on his eyewear as we cannot provide a refund for the copay his insurance requires.  In light of the above, we feel this matter has been addressed to the best of LensCrafters ability to resolve Mr. [redacted]’s request. Thank you for contacting Luxottica Retail.  Sincerely, [redacted]Consultant 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]

August 29, 2017Revdex.comAttn: [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 Luxottica Warranty Department.We apologize...

for any frustration that Mr. [redacted] has experienced with his situation. Feedback from our customers are appreciated.It is my understanding that [redacted], supervisor has been in contact with Mr. [redacted]. Should Mr. [redacted] need anything further, she can be reached at ###-###-#### and I can be reached at ###-###-####.Thank you for contacting Luxottica Retail.Sincerely,Melissa H[redacted]Luxottica

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.
Dear Ms.  [redacted], I just wanted to give you an update regarding the above case #.   Using a mailer provided by Luxxotica, I shipped the glasses back to company.   I called them yesterday, after being put on hold for a very long time to find out the status.   The representative advised that they are not changing their original position – i.e. that the damage is not due to a manufacturer’s defect and denying warranty coverage.   I am 100% positive that it this  a case of manufacturer defect as the glasses were not dropped or crushed – they were stored in a hard case.  The representative did, however, make a new offer for me to purchase a replacement pair at a 15% discount, which is actually a  smaller discount than what they originally offered. A supervisor called me back to make me another offer to purchase replacements.  However, the discount is based on their “retail” value, which is higher than what I originally paid, so together with a processing fee, their offer is once again very close to paying full price.    It’s easy to figure out that they want to maximize their profits, even for replacement products which should have been covered under warranty. So, I rejected their last offer and asked for them to return the glasses to me.   I may not receive them for another 10 business days. I would appreciate it if you can keep this complaint open as it is not resolved at this point.    I found a message board about this company and there are so many complaints which are identical to mine (deny warranty coverage) so this is a clear pattern. Thank you for your assistance in this matter. [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]

August 9, 2016     Revdex.com [redacted]
[redacted]
  Re: [redacted]    [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 one of our Pearle Vision locations in Frederick, MD.   Mr. [redacted] had an eye exam back in 2015, where he purchased three pairs of eyeglasses with his new prescription he was given. Mr. [redacted] states that he visited the store location recently on 07/25/2016 and left the three pairs he previously purchased, to be updated with a new prescription from an eye exam he had the same day. Mr. [redacted] states he was advised the store’s system was down so they could not process his orders. Mr. [redacted] was advised on 07/29/2016 per a voice mail left by manager [redacted], stating the total for the order would be around $990. Mr. [redacted] is upset and states he should only have to pay the co-pay of $25 for the replacement lenses as the prescription change should be covered by his protection plan he initially purchased for the three pairs. Mr. [redacted] advised the co-pay fee was the only thing he should be charged, per associate [redacted].   We apologize for any frustration that Mr. [redacted] has experienced with this situation. Feedback from our customers is appreciated.   Regional Manager Bernie Dufrene has advised [redacted] the store Manager, was able to speak with Mr. [redacted] in great detail. [redacted] has explained the protection plan originally purchased, does not cover prescription change remakes. Mr. [redacted] has been provided a copy of the details to show the exact coverage for the protection plan he purchased. Mr. [redacted] has since apologized for filing the Revdex.com complaint, per his conversation with [redacted]. [redacted] has apologized for the misinformation given from associate [redacted] and did advise Mr. [redacted] that we will honor the remakes under the plan this time, since he was given misinformation by an associate.   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.  The promised refund that I had not previously received arrived a few days after I declined the businesses response.  
Regards,
[redacted]

October 2, 2015
   
[redacted]
[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.
 
Ms. [redacted] stated that she did not receive her refund check.
 
I have personally attempted to
contact Ms. [redacted] via email to confirm she received the refund check as we
are showing the check has been delivered. I have not received confirmation from
Ms. [redacted] via email.
 
Should Ms. [redacted] need additional
assistance with this matter, she may contact me directly at [redacted] or
reply to me via email at [redacted]@luxotticaretail.com.
 
Thank you for contacting Luxottica
Retail.
 
Sincerely,
 
[redacted]
Escalation Specialist
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 The response is inadequate as it does not respond to the specific aspects of my complaint.  There is no specific rationale for the "determination" that the glasses are non-defective.  Nor does it address the complete failure of its customer service - over 3 hours on hold and no response to resubmission of warranty claim until Revdex.com involvement.  I am confident this is not an isolated incident; LUXOTTICA SHOULD BE ASHAMED OF THE WAY IT TREATS U.S. SERVICE MEMBERS AS WELL AS THE GENERAL PUBLIC. SERVICE MEMBERS SHOULD THINK TWICE BEFORE SPENDING HARD EARNED MONEY ON THE LUXOTTICA LINE OF PRODUCTS.Sincerely,
[redacted]

April 4, 2017   Revdex.comAttn: [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] is unhappy that we would not pay for shipping to return his defective product.   We apologize for any frustration that Mr. [redacted] has experienced with this situation. Feedback from our customers is appreciated. Natalie [redacted], [redacted] Supervisor, sent Mr. [redacted] a shipping label on 3/28/2017.  Ms. [redacted] also called Mr. [redacted] to follow up about any further concerns. In light of the above, we feel this matter has been addressed to the best of Luxottica’s ability, and we cannot satisfactorily resolve Mr. [redacted]’s request. Thank you for contacting Luxottica Retail. Sincerely, Lindsay [redacted]Luxottica Retail

October 5, 2017Revdex.comAttn: [redacted]Re: [redacted]Dear Ms. [redacted]:This is in response to Mr. [redacted]' Rebuttal filed with your office.Again, we apologize for any frustration that Mr. [redacted] has experienced. Ms. Cindy G[redacted] Supervisor of Luxottica Warranty and Repair Center spoke to Mr. [redacted] on October 2, 2017 and offered him a replacement pair of glasses. However, Mr. [redacted] states he was still dissatisfied with his experience. We have forwarded his situation to the proper management and will use this an opportunity to coach the associates to give accurate information.Thanks again for contacting Luxottica Retail.Sincerely,Melissa H[redacted]Brand Support Luxottica

[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]

December 9, 2015
   
Revdex.com
Attn: [redacted]
[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 Sears Optical, [redacted], in [redacted], OH.
Ms. [redacted] states that she did not receive her contact lens order.
We apologize for any frustration that Ms. [redacted] has experienced with this
situation. Feedback from our customers is appreciated.
It is my understanding that Ms. [redacted] visited the store on 12/5/15 and
received trial contact lenses along with her prescription. Rebecca, the
regional manager, also tried to contact Ms. [redacted] via phone, with no
success.  Should Ms. [redacted] need additional
assistance with this matter, she may contact Rebecca directly at ###-###-####
Thank you for contacting Luxottica Retail.
Sincerely,
Jamie H[redacted]
Brand Liaison 
Luxottica Retail