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 but I would like to wait and see/ensure the store fulfills its commitment and I am provided satisfactory services for all my 6 pairs of glasses. . 
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.  Lens Crafters were very prompt in resolving my concerns 
Regards,
[redacted]

January 4, 2018   Revdex.com Attn: [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 Target Optical [redacted].   Ms. [redacted] states she ordered a year supply of contacts on November 11, 2017. A month later and she still did not have her order, and no one has called her from the store level. She is requesting a refund.   We apologize for any inconvenience Ms. [redacted] has experienced with her situation. Feedback from our customers is appreciated.   It is my understanding, Mr. [redacted] Regional Manager, contacted Ms. [redacted] on December 21, 2017 and left a message to assist her with the lack of customer service and no product. Mr. Frazier sends an apology along with Lynda, at the store. They were able to refund Ms. [redacted] for the contact lenses. However, she did receive her products, glasses and contact lenses. The contact lenses were at no charge to Ms. [redacted]. Should Ms. [redacted] need further assistance, I 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] Brand Support Target Optical

Hi [redacted], Thank you for forwarding the response.  Despite this response, I have received an email directly from [redacted] Warranty (label: [redacted] Service Claim Notification: 5855696 <<#603744-5605098#>>).  The email requests that I send my glasses for further inspection.  May we keep this case open until [redacted] receives the item and provides the next steps? Thank you[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]

December 12, 2016     Revdex.com Attn: [redacted]
  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 [redacted]. It was brought to Luxottica’s attention that Mr. [redacted] was exhibiting behavior towards associates within our store and call center that is not consistent with company standards. A police report was filed against Mr. [redacted], Incident # [redacted].  Mr. [redacted] was sent a letter of termination on November 29, 2016.  This letter asked that Mr. [redacted] refrain from visiting or contacting Luxottica or any Luxottica Retail locations.  This letter was delivered by [redacted] on November 30, 2016 under tracking # [redacted]0. In light of the above, we feel this matter has been satisfactorily resolved. Thank you for contacting Luxottica Retail.   Sincerely,   Erica R[redacted] Consultant, Consumer Support North America Consumer Operations Luxottica North America

[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.  Store Manager "A[redacted]" promised me that she will repair the glass in case if I see the problem again.
Regards,
[redacted]

Hello [redacted]I wanted to send an update regarding the complaint I filed on Revdex.com. As of This Sunday Apr 10 2016, the Lenscrafters store in [redacted] has rectified the issue. I was contacted by the GM of the store on March 28th to speak to me about the issues I had experienced. She was...

professional and understood my point of view and took full responsibility of the drop in service. She contacted me again a few days later and confirmed that Lenscrafters will produced my rx sunglasses at no charge. The item will be ready 10 days from then. I received a text and phone call from the store on Fri Apr 8 informing me that the item was ready for pick up. I proceeded to visit the store and pick up my sunglasses where I met the GM. She again apologized for the issues I experienced and thanked me for giving Lenscrafters the opportunity to keep me as a customer.Please close this case as I believe Lenscrafters has rectified the issue.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]

December 11, 2015
   
Revdex.com
Attn: [redacted]
t[redacted]@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 Sunglasshut.com
online team.
Ms. [redacted] states that she placed an order online, at Sunglasshut.com, and
received the incorrect sunglasses. Ms. [redacted] also states that she has not
received her refund.
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] will receive an e-gift card in the
amount of $185 via email and the remaining balance will go back to her [redacted] card.
Should Ms. [redacted]
need further assistance, she can contact the Sunglasshut.com online team at
800-786-4527, option 1.
In light of the above, we feel this matter has been satisfactorily
resolved. Thank you for contacting Sunglass Hut.
Sincerely,
Jamie H[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. 
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.Due to the company's failure to address the issue in a timely manner initially, I was left with no choice but to purchase new sunglasses. Furthermore, since by now the model of the sunglasses I had purchased have been discontinued and through my research there is no other pair that is comparable, anything but full refund is unacceptable. 
Regards,
[redacted]

December 16, 2016     Revdex.com Attn: [redacted]   Re: [redacted] ID# [redacted]   Dear Ms. [redacted]:   We are in receipt of Mr. [redacted]’ rebuttal filed with your office.  We regret that Mr. Mr. [redacted] feels we have not met his expectations.   Mr. [redacted] states that our reply did not address his concerns regarding the determination that his glasses were found to not be defective.     We apologize for any frustration that Mr. [redacted] has experienced with this situation. Feedback from our customers is appreciated.   The digital images Mr. [redacted] sent in were evaluated twice and both evaluations found the same damage.  The lenses in the frame were found to have scratches or pits on the front surface which is consistent with age and normal wear and tear. The frame also showed scratched or scuffs and the frame was cracked on the left eye near the bridge which is caused from an unnatural pressure or improper insertion or removal of the lenses or improper adjustment.  The damage to the lenses and frames were found to be non-defective.   In light of the above, we feel this matter has been satisfactorily resolved. Thank you for contacting Luxottica Retail.     Sincerely,   [redacted] Consultant Specialist Luxottica Consumer Shared Services

September 27, 2016     Revdex.com Attn: [redacted]   Re: [redacted] ID# [redacted]   Dear [redacted]:   We are in receipt of [redacted]’s 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 Luxottica Warranty and Repair Center in Mason, OH.   [redacted] states that her sunglasses broke due to a defective. [redacted] filed a digital image claim with Luxottica Warranty Center and the glasses were found non defective.  [redacted] states her glasses are defective and is asking for a replacement pair of sunglasses.    We apologize for any frustration that [redacted] has experienced with this situation. Feedback from our customers is appreciated.   Team Lead, Danielle V. states she had the technician complete a digital re-evaluation and the glasses were found to be non-defective.  Ms. V. advised the offer to replace the glasses with a new pair would be at a 40% discount.  Ms. V. states [redacted] can send the glasses into the warranty center for a physical re-evaluation if she is not happy with the standing offer.    In light of the above, we feel this matter has been satisfactorily resolved. Thank you for contacting Luxottica Retail.   Sincerely,   Erica R. Team Lead Luxottica Consumer Shared Services

They are now responding,  please close as resolved.
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.
Regards,
[redacted]

March 17, 2016     Revdex.com Attn: [redacted]@[redacted] Re: [redacted] Dear Ms. [redacted]: We are in receipt of Mr. [redacted] rebuttal filed with your office. We regret that Mr. [redacted] feels we have not met his expectations. Mr. [redacted]’s feedback is appreciated and has been forwarded to the appropriate member of management. Christina G[redacted] the stores General Manager, has agreed to honor Mr. [redacted]’s request for refund. Ms. G[redacted] stated the amount of the refund would be for $213.45, which is the cost of the frames. Supervisor Erica R[redacted] in customer care, contacted Mr. [redacted]. A voicemail was left to advise that a refund would be given, for the frames. Should Mr. [redacted] need additional assistance with this matter, he may contact Ms. R[redacted] at ###-###-#### option *. Thank you for contacting Luxottica Retail. Sincerely, Holly T[redacted] Brand Liaison LensCrafters

I have not yet received a refund.  [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]

January 14, 2016
  
Revdex.com
Attn: [redacted]
[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] Professional Plaza, [redacted].
Mr. [redacted] states that he feels he should receive a promotion for
eyeglasses in addition to his vision benefit coverage.  Mr. [redacted] also states he was not offered
any assistance with this concern while in store. 
We apologize for any frustration that Mr. [redacted] has experienced with
this situation. Feedback from our customers is appreciated.
Mr. [redacted]’s vision plan through [redacted] does not permit
optical retailers to combine vision benefits with the retailer’s in store
promotion.  This is the case for most
vision insurance companies, and is also included in the disclaimer on our in
store promotions. The General Manager of the [redacted] Professional Plaza,
LensCrafters, Chris K[redacted], states he checked Mr. [redacted]’s vision benefits
through [redacted]. Mr. K[redacted] found that the in store promotion of
$179.00 for a complete pair of glasses was less expensive than utilizing Mr.
[redacted]’s vision benefits for the purchase. Mr. K[redacted] would like to offer Mr.
[redacted] an additional discount of $25.00, off the $179.00 complete pair
package in the interest of customer service. 
If Mr. [redacted] has additional questions or concerns he may reach Mr.
K[redacted] at ###-###-####. 
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
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.
I will take my business somewhere else. The way they intend to rectify this situation is nonsense.20% off my next purchase it's ridiculous... what happens to what I was original entitled to ???I am lawyer and  I know my rights.... Therefore, what I experienced that day with my purchased is called "Deceptive Advertising".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. 
I still find it very frustrating that it took you 3 months for a pair of sunglasses. That is unacceptable and as a result of this matter I will never have glasses or sunglasses made with your company ever again. Since this is your line of work you should be able to make glasses in 2 weeks  time and not 3 months with every last excuse you could have come with. I will never recommend business your direction as the quality of your work left something to be desired.
Regards,
[redacted]

December 19,2016     [redacted]
*
[redacted] [redacted]
*
[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, Waterford Lakes Town Center.      Ms. [redacted] states within a year of owning her glasses the lenses have become scratched.  Ms. [redacted] states she returned to the store only to be told she did not buy a warranty and there was nothing they could do.   We apologize for any frustration that Ms. [redacted] has experienced with this situation. Feedback from our customers is appreciated.   Regional Manager [redacted] advised that Ms. [redacted] was taken care of at the store and new lenses were ordered at no cost.    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 America Consumer Operations