Luxottica Retail North America Inc.

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.***,Your response is far from providing legendary service Legendary service would be having the parts to repair my sunglasses when I send them in and you charge me a processing feeI expect your warranty claim to back up the service and not try to up-sell a customer to buy a new pair of sunglasses when your company does not have the parts to complete the repair and guarantee service Of course I feel that you fell short of your goal, anyone would feel the same way!!! How would you feel if you sent in a pair of glasses and they did not have the parts to fix it and you have waited several months for someone to return your phone calls or inform you what the status was Your warranty representatives have so many different excuses I have lost track after writing down several notes Both the salesperson at Sunglass Hut and my close friend that has worked for Luxottica for over years told me that this was a manufacturer defectMy reasoning is also backed up with the metal turning white around the area where it separatedA frame technician at a lens crafters said that the metal used in the frames are not perfect Sometimes there are empty spaces called vacancies, where atoms are missingThis is a common defect in the metals which are lines of defective bonding Since the metal broke in the temple position this is no excuse I could have understood if it broke on the hinges or end pieces. At this point for all of the hassle of going back and forth and receiving different information I would like you to replace my sunglasses and I will gladly pay the processing fee Since the defect is in the metal located on the temple this has to be covered under the manufacturer defect policy - *** ***

As of today, the complaint should be resolved.Thank you,*** ***

December 14, Revdex.com *** *** ***
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*** *** *** 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 online customer service Mr*** that he made a purchase online with Sunglass Hut and UPS showed the package as delivered however he never received the package. Mr*** states he called Sunglass Hut customer service and was referred to UPS claims. Mr*** states he received an email sometime later stating he would be refunded. Mr*** states he called Sunglass Hut to find out if he could get the glasses again and was told they were out of stock. We apologize for any frustration that Mr*** has experienced with this situationFeedback from our customers is appreciated *** ***, manager of online services has advised her team confirmed Mr***’s refund was processed and offered him a one-time appeasement to match his prior promotion. Mr*** placed a new order with this offer. In light of the above, we feel this matter has been satisfactorily resolvedThank you for contacting Luxottica Retail Sincerely, *** *** Team Lead Luxottica Retail

February 21, 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 are sorry Ms***
feels that we fell short of our goal and is dissatisfied with the service provided by ***. Ms*** states that she did not receive a return label, and was unable to receive a call back from a supervisor to resolve this problem We apologize for any frustration that Ms*** has experienced with this situationFeedback from our customers is appreciated.The supervisor of ***, Hawa B**, corrected the email for Ms*** and resent the return label Hawa B** also called Ms*** directly to offer additional assistance and left a voicemail with this resolution In light of the above, we feel this matter has been resolvedThank you for contacting Luxottica Retail.Sincerely,Lindsay T***Luxottica Retail

Tell us why here...March 16, 2017 Revdex.comAttn: *** *** 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 Ms*** states she had not received her refund within days and that she was unable to get a resolution through the store and customer service We apologize for any frustration that Ms*** has experienced with this situationFeedback from our customers is appreciated. The regional manager of LensCrafters store ***, Bradley M*** and General Manager have worked diligently for resolutionWe have partnered with our Sales Audit department to process the creditSales Audit and the *** ** *** have processed the credit of $back to the credit card used as of 03/16/Ms*** should see these funds within 3-business days depending on her financial institute In light of the above, we feel this matter has been resolvedThank you for contacting Luxottica Retail. Sincerely, *** ***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. They stated that the glasses were picked up, but I have been out of town and have not been to the store to pick up my mother-in-law's glasses, so whoever picked up those glasses was not me Also, their response stated I had made a complaint with them regarding their location in *** Valley, but it was the location inside *** *** Mall in *** ** that I had an issue with. 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,
*** *** I will work on getting the letter from my mother-in-law, but don't understand the need for itMy wife and I are the ones who paid for the glasses for her, so aren't we the only ones needed to file the complaint?

November 29, Revdex.com Attn: *** *** ***@*** Re: *** *** Dear Ms***: We are in receipt of Ms***’ complaint filed with your officeWe’re sorry Ms*** feels we fell short of our goal and is dissatisfied with the
service provided by Sunglass Hut *** Mall in Chesapeake, Virginia MsSequoya states she needed to return a pair of sunglasses and received poor serviceShe is requesting a refund We apologize for any frustration that Ms*** has experienced with her situationFeedback from our customer is appreciated Ms***, our Regional Manager, MsMelody B***, contacted MsSequoya on November 7, to address her concernsMsB*** sincerely apologized to Ms*** and advised her that she will be having an internal investigation on her endHowever, we will not be able to share any of the internal investigationMsBell offered both her and her husband to keep the sunglasses and receive a refund, this is in the spirit of customer service excellenceMs*** shared that she was thankful for the offer and the phone call from MsB**lAlso, MsB*** provided her cell phone number, should Ms*** have further questions In light of the above, we feel this matter has been successfully resolvedThank you for contacting Luxottica Retail Sincerely, Melissa H*** Escalations Specialist Brand Support

January 12,
Revdex.com
Attn: *** ***
T***@cincinnati.Revdex.com.org
Re: *** ***
Dear Ms***:
We are in receipt of Ms***’ 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 Sears Optical, *** ***, in Cincinnati, OH
Ms*** states that she did not receive a phone call from the Regional
manager Rebecca W***
We apologize for any frustration that Ms*** has experienced with this
situationFeedback from our customers is appreciated
It is my understanding that MsW*** has tried to contact Ms*** via
phone, and has not been able to leave messages.
MsW*** will continue to attempt to call Ms*** regarding this
issue. If Ms*** would like to reach
out to MsW*** she may do so at ###-###-####
In light of the above, we feel this has been satisfactorily resolvedThank
you for contacting Luxottica Retail
Sincerely,
Holly T***
Brand Liaison
Luxottica Retail

May 26, Revdex.com *** *** ***
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*** *** *** We are in receipt of Mr***’s rebuttal filed with your officeWe regret that Mr*** feels we have not met his expectations Mr***’s feedback is appreciated and has been forwarded to the appropriate member of managementRegional Manager Lisa *** has personally spoken with Mr*** and offered a credit of $towards his next purchase of eyewearShould Mr*** need additional assistance with this matter, he may call us at 1-877-*** *** ** Thank you for contacting Luxottica Retail Sincerely, *** *** Brand Liaison LensCrafters

August 29, 2017Revdex.comAttn: *** ***Re: *** **Dear Ms***:We are in receipt of Ms**'s complaint filed with your officeWe're sorry Ms** feels we fell short of our goal and is dissatisfied with Sunglass Hut *** *** *** ** ***,
***Ms** states her eyewear are defective and she is requesting a refund.We apologize for any frustration that Ms** has experienced with her situationFeedback from our customers is appreciated.It is my understanding that Ms** has been contacted by our manager, Marissa last week and Ms** has been refundedShould Ms** need further assistance, I can be reach at ###-###-####.Thank you for contacting Luxottica Retail.Sincerely,Melissa H***Brand SupportSunglass Hut Macy'sLuxottica

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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] I havn't received a check for $yetI was told it was going to be mailed out Friday and I would have it Saturday or MondayToday is Wednesday and I still don't have a check
Regards,
*** ***

November 7, *** *** ***
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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 service provided by Sunglass Hut online customer service Ms*** states she placed an online order with Sunglass Hut for the *** ** *** program. Ms*** advised she ordered pairs of sunglasses and sent back expecting to be charged for the pair she kept. Ms*** states *** lost the package and Sunglass Hut charged her $plus tax for the entire order. We apologize for any frustration that Ms***r has experienced with this situationFeedback from our customers is appreciated *** ***, manager of online services has advised states your team has worked with Ms*** and a refund was processed back to her credit card on November 1st In light of the above, we feel this matter has been satisfactorily resolvedThank you for contacting Luxottica Retail Sincerely, *** *** Consultant, Consumer Services 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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]In Sunglass Hut's response, they stated that they have issued me the refund in eGiftCard on June 22, However, that is not trueThe refund I received on June was for another order, *** in the amount of $to a gift cardThe order I complained about was ***, in the amount of $to my credit cardSunglass Hut needs to review carefully on the correct order I was complaining about and issue me the $refund to credit card
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 belowI am happy to hear that several months later the business has finally decided to conduct another "evaluation." I have been told that Luxottica is such a large conglomerate that it has no interest or motivation to take care of its customers, and this certainly seems consistent with that characterization. In terms of the evaluation, I would concur that any "scratches or pits" would be consistent with the age of the glasses that were within the warranty period. The notion that I would apply "unnatural pressure" or "improperly insert or remove the lenses" or "improperly adjust" the lenses is quite frankly offensive. One other item is that poor quality of manufacture and defective worksmanship is what caused the lenses to break. I STRONGLY ADVISE ALL MILITARY MEMBERS TO NOT PURCHASE EYEWEAR FROM THE LUXOTTICA LINE OF PRODUCTS.
Sincerely,
*** ***

October 4, Revdex.com Attn: *** *** *** Re: *** *** Dear Ms***: We are in response of Ms***’s complaint filed with your officeWe’re sorry Ms*** feels we fell short of our goal and is dissatisfied with the service received by Pearle Vision Everett Mall in *** ***We regret we are unable to follow through with Ms*** request Ms*** states she ordered glasses for her daughter and the store entered the order in the system incorrectlyShe states the store associates did not update her in a timely mannerShe is requesting her daughter’s glasses and compensation for her experience We apologize for any frustration that Ms*** has experienced with her situationFeedback from our customers is appreciated Ms*** Regional Manager attempted to contact Ms*** several times with no successShe left her a voicemail addressing Ms*** being dissatisfied with the Pearle Vision team and her daughter’s glasses being delayed Ms*** was advised early while placing her daughter’s order that there may be a delay because her prescription is a higher powerPearle Vision chose this particular lab because they were able to accommodate a higher prescriptionSince the eyewear failed inspection initially, Ms*** was advised that she was entitled to a refundHowever, Ms*** declined the refund The lab went through a couple sets of lenses to complete her daughter’s eyeglass order; this is what caused a delayThen, the lab called the store and stated they need to restyle the frameMs***’s order was entered correctlyMs*** was assisted by Ms***, General Manager to find a new frame and for their inconvenience Ms*** added anti-reflective coating at no charge Pearle Vision feels the team went to great lengths to ensure that Ms***’s daughter received a very nice pair of glassesHowever, should Ms*** want to take advantage of the refund, Ms*** will be happy to assist her when Ms*** returns the eyewear In light of the above, we feel this matter has been satisfactorily resolved. Should Ms*** have any further questions she can contact MsL** at *** Thank you for contacting Luxottica Retail Sincerely, Melissa H*** Brand Support / Pearle Vision

August 25, Revdex.com Attn: *** *** *** Re: *** *** *** Dear Ms***: We are in receipt of Mr***’s complaint filed with your officeLuxottica Retail’s vision is to provide legendary service
We’re sorry Mr*** feels we fell short of our goal and is dissatisfied with the service provided by Sunglass Hut online customer service Mr*** states he placed an order for an egift card with usMr*** advised he never received the egift cardMr*** is upset as he has attempted to get this matter resolved with online customer service via email but has not received a resolutionMr*** would like to receive a full refund, as he already went out and purchased a replacement gift card at an actual store location We apologize for any frustration that Mr*** has experienced with this situationFeedback from our customers is appreciated Laura ***, manager for our online department states Mr*** has been contacted by a member of her management team and has agreed to receive a refund check for the egift card never receivedThe check will come from our Corporate office and may take up to business days to receiveShould Mr*** have any additional questions on this matter, he may contact ###-###-#### option * and request to speak with an Escalation’s Specialist In light of the above, we feel this matter has been satisfactorily resolvedThank you for contacting Luxottica Retail Sincerely, *** *** 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 *** They did do all stated in their response I thank them for that The issue is and always has been money I have been out $for over mo I will accept the resolution to the complain when I receive compensation Thanks for all your help Until you entered the fray there was no action With in a very short period there was movement
Regards,
*** * ***

July 7,
","sans-serif" lang="EN">Revdex.com
Attn: *** ***
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*** *** ***
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*** *** ***
We are in receipt of Ms***’s complaint filed with your office
Luxottica 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, Hemet Valley Center, in Hemet, California
Ms*** states that she was overcharged for their eye exams
We apologize for any frustration that Ms*** has experienced with this
situationFeedback from our customers is appreciated
It is my understanding that a refund check was requested and mailed out on
June 22nd and has since been cashed
In light of the above, we feel this matter has been satisfactorily
resolvedThank you for contacting Luxottica Retail
Sincerely,
*** ***
Escalation Specialist
Luxottica Retail

July 9,
Revdex.com
Attn: *** ***
***
*** *** ***
*** *** ***
We are in receipt of Mr***'s complaint filed with your officeLuxottica Retail's vision is to provided legendary customer serviceWe're sorry Mr***
feels we fell short of our goal and is dissatisfied with the service from Sunglass Hut at Short Hills in Short Hills, New Jersey
We apologize for any frustration that Mr*** has experienced with his situationFeedback from our customers is appreciated
I personally contacted Mr*** on July 1, to address his concernsIt is my understanding that our management team is working directly with Mr*** to provide a resolutionHe has been in contact with Ms*** ***, manager to assist him personally
Thank you for contacting LuxotticaShould Mr*** need further assistance, I can be reached at (513) ***
Sincerely,
*** ***
Escalations Specialist
Sunglass Hut