Luxottica Retail North America Inc.

February 13, 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] location in [redacted].   Mr. [redacted] states his lens coating is defective and he is requesting a replacement at no charge.   We apologize for any frustration that Mr. [redacted] has experienced with his situation. Feedback from our customers is appreciated.   Our Regional Manager, Ms. M[redacted] contacted Mr. [redacted] on February 5, 2018 to address his concerns. With further review, it was determined that the lenses were defective. Ms. M[redacted] personally apologized for any inconvenience and is replacing Mr. [redacted]’s lenses at no charge.   In light of the above, we feel this matter has been satisfactorily resolved. Thank you for contacting Luxottica Retail.   Sincerely,   Melissa H[redacted] Brand Support LensCrafters

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.
Melissa called me this morning at 9:52am. Because I had a meeting to attend, I asked her to connect at 11am, and she agreed. I called her back at 11am twice but couldn't reach her.
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.]
Regards,
[redacted]

The replacement lenses that I ordered on July 11 were received on August 28 - 7 weeks after the original order despite being told at the time of ordering that I would be in possession of them within 2 weeks. In the phone call I had with a representative from Luxottica approximately 2 weeks ago now, a new IDENTICAL pair of sunglasses were offered and those have not yet been received as I refused to accept an IDENTICAL pair of sunglasses. This was in addition to Luxottica dragging their feet and taking over a month to return a phone call that I had placed with them (after having them tell me that I needed to contact them directly) in late August.

Yes, full refund has been received.  Date Sent: 11/14/2017 12:16:13 AMRevdex.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.Unfortunately the company continual misled me as a buyer. Stating they have accomplished things they did not (like shipping the product 3 different times), refused to handle my complaint in a timely manner (I called their corp offices several times and was told I would receive a call from a District manager but only received calls from the GM and other staff members that were causing the issues). The last straw was when said GM stated she would ensure the insurance was also taken care of (reimbursed back into the plan), it was not. I again had to fight for the Right thing to be accomplished. At the end of the day, did they finally 100% reimburse costs associated with this headache? Yes. But it wasn't like they wanted to do the right thing by the customer at any part of this exchange. If more collateral is needed to show history of this transaction and the length of time to handle it correctly is needed, please do not hesitate to ask.I have since received a phone call from the Company requesting that I stop the Revdex.com claim. Seriously? 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.]I was contacted on January and spoke with the manager.  She stated that they were still working on this matter.  I have also left a message on February 2, 2016 and I have not been contacted back as of yet.
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.
The response received from Luxottica still does not address my issue.  I was contacted today by a supervisor from Sunglass Hut who was trying to track the glasses I sent in.  She was unable to get through as she asked me to hold the line.  I had no problem holding the line after which time she told me her wait time was up to 13 minutes and that once she was able to get through she would call me back to inform me.The required action is to replace the glasses as they never fit my face and were sold to me by a sales rep who wanted to make a sale instead of using product knowledge and should have realized that the frames were too big for my shape face.  I would like a credit or refund so as have my glasses replaced.  This is an issue that has been ongoing since January with my initial inquiry made since November 2015.  As mentioned the reply only acknowledges my complaint however it has not followed through to resolve the situation.  Thank you.
Regards,
[redacted]

Revdex.com:
I called the business on Tuesday 8/2/2016. The business told me the glasses were repaired and shipped back to me. The customer service representative told me they lost the package, which is why it took over 60 days to for the glasses to be repaired and  sent back. When I asked why the business did not respond to my numerous emails for an update, she could not provide an explanation.I am satisfied that I received my glasses back and they are fixed. I think it is dubious that the business lost my glasses, and instead of being upfront and honest about that, the business ignored me. Also, I don't think it is a coincidence that the business "found" my glasses after contacting Revdex.com and [redacted]. On that note, THANK YOU Revdex.com for your help and being an advocate for the consumer. We need you!
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 was happy to hear from Luxotica on November 11th and was told they could overnight me the new sunglasses I ordered (old ones were previously returned) and would give me a full refund. I replied that if these things happened I would be extremely happy and would consider the matter more than resolved. I did receive a pair of M-Frame sunglasses the next day (not the military issued ones but I really didn't expect that and am satisfied), but as of 11/26 I have not received the promised refund.
Regards,
[redacted]

May 26, 2017    Revdex.com Attn[redacted]   Re: Brian Catalano ID# [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 the LensCrafters at [redacted] in [redacted].   [redacted] states his lenses are defective.   We apologize for any frustration that [redacted] has experienced with this situation. Feedback from our customers is appreciated.   Retail Manager, Stephanie, has reached out to [redacted] and left a voicemail advising that they are providing him with new lenses. Stephanie also advised that the lenses will be available on May 30th. We have yet to receive a response from [redacted].   In light of the above, we feel this matter has been resolved. Thank you for contacting Luxottica Retail.     Sincerely,   Justin N. LensCrafters

September 27, 2016     Revdex.com Attn: [redacted]   Re: [redacted]. [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 service provided by Luxottica Warranty and Repair Center in Mason, OH.   Mr. [redacted] states that his lenses in his Ray Ban sunglasses cracked.  Mr. [redacted] states he sent the glasses into our warranty center and the glasses were evaluated and determined not to be defective.  Mr. [redacted] states he has tried to call our warranty center and can never get through due to long wait times.         We apologize for any frustration that Mr. [redacted] has experienced with this situation. Feedback from our customers is appreciated.   Darlene Allen, a Senior representative with the Luxottica Warranty and Repair Center advised she reached out to Mr. [redacted] and offered replacement lenses for $15, the cost of the processing fee.  Mr. [redacted] placed an order for new lenses and Ms. Allen also sent out a Sunglass Hut coupon for $20 off Mr. [redacted]’s next purchase.    In light of the above, we feel this matter has been satisfactorily resolved. Thank you for contacting Luxottica Retail.     Sincerely,   [redacted] Team Lead Luxottica Consumer Shared Services

June 23, 2016    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 service. We’re...

sorry Ms. [redacted] feels we fell short of our goal and is dissatisfied with the service provided by Sunglass Hut, [redacted] Shops, [redacted].   Ms. [redacted] feels that a refund has taken longer than expected to be issued.   We apologize for any frustration that Ms. [redacted] has experienced with this situation. Feedback from our customers is appreciated.   It is my understanding that a refund was processed at the store on 6/20/2016 and has been provided to Ms. [redacted].   In light of the above, we feel this matter has been satisfactorily resolved. Thank you for contacting Luxottica Retail.   Sincerely,     [redacted] Escalations Specialist Luxottica Retail     Tell us why here...

May 9, 2017    Revdex.com  Attn: [redacted]   Re: [redacted] ID# [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.   [redacted] states that she paid for and was sold a premium product and later found out by another associate that she ordered the lowest grade lenses.  [redacted] states that she was lied to about her purchase.    We apologize for any frustration that [redacted] has experienced with this situation. Feedback from our customers is appreciated.   The regional manager of [redacted], Jennifer S., called and spoke to [redacted]  Ms. S. advised that the glasses would be remade at no charge.    In light of the above, we feel this matter has been resolved. Thank you for contacting Luxottica Retail.     Sincerely,   Lindsay T. Luxottica Retail

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 5, 2016     Revdex.com Attn: [redacted]   Re: [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 Sunglass Hut online customer service.   Mr. [redacted] states he made a purchase for [redacted] sunglasses. Mr. [redacted] advised he never received his order and contacted customer care to have the matter looked into. Mr. [redacted] states he was advised by [redacted] their tracking showed the package was delivered to his home address. Mr. [redacted] advised customer care he never received the order. Mr. [redacted] was advised by customer care there was an investigation done with [redacted] and they decided in his favor of non-receipt of the package. Mr. [redacted] was promised a full refund per the results of the investigation but has not received the funds back to his credit card.   We apologize for any frustration that Mr. [redacted] has experienced with this situation. Feedback from our customers is appreciated.   Laura C[redacted], manager of online services has advised her team has applied a credit of $190.68 to Mr. [redacted]’s [redacted] credit card ending in 8918. As of yesterday 08/04/2016, our Sales Audit department has notified us the refund has settled.   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]

March 25, 2017    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 service provided by Luxottica.   Mr. [redacted] states that the price of the frame was $340, and he received a discount and paid $250.  Mr. [redacted] states that Luxottica would replace his frame for full retail value, $250.  Mr. [redacted] states that Luxottica should not limit the price to $250 and shipping charges should not be applied, or be reimbursed if necessary.    We apologize for any frustration that Mr. [redacted] has experienced with this situation. Feedback from our customers is appreciated.   Luxottica Warranty called Mr. [redacted] and left a voicemail to advise that they would replace the frame at no cost once we receive [redacted]’s defective pair.  Luxottica Warranty also emailed Mr. [redacted] about this situation and asked him to reply with a tracking number for his inbound product.       In light of the above, we feel this matter has been satisfactorily resolved. Thank you for contacting Luxottica Retail.   Sincerely,   Lindsay [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:
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 find that this resolution is satisfactory to me. 
Regards,
[redacted]

Dear Sirs: In regards to this complaint, I would like to request a dismissal on this. I don't see the need for it now, since the same day I put in the complaint, they called me to pick up glasses.  So since I do have them, no further action on my behalf is needed.  Thank you for your time,...

 [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]