Luxottica Retail North America Inc.

Ms*** and I had a great conversation about glasses.comShe did receive a letter from glasses.com, however, she is still unhappy with them.At this pointI entered her information as feedback to Luxottica, she was very thankful I called her to speak about her
concerns. Regards,***

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

Melissa H*** of Luxottica (Lenscrafters) called me a few moments ago and made the following settlement offer which is acceptable to me:1) Lenscrafters will make me a new pair of glasses at no extra charge,2) I will have days from the date I pick up the new glasses to return the glasses for
a full cash refund (i.e., $643.99),3) The ONE-YEAR EYEWEAR PROTECTION PLAN FROM from Lenscrafters commences on the date I pick up the new glasses, and 4) I have to return the glasses that Lenscrafters provided me with on 10/22/17.Thank you
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 1***, and find that this resolution is satisfactory to me.
Regards,
*** ***

[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,
*** ***

[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 find that this resolution is satisfactory to me. The shop floor manager called me and genuinely apologized for the treatment I received and further helped to get my glasses reordered to an alternative specification that was suitable for me. I really appreciate the good work done by Revdex.com in helping to resolve my issueMuch appreciated ! Thanks
Regards,
*** ***

April 5, Revdex.com Attn: *** *** T***@*** Re: *** *** *** Dear Ms***: 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 customer service in Mason, OHMr*** states that he made a return for *** *** Can sunglasses with his local storeMr*** advised that he tried to get assistance from customer service after he had not received his refund check within the days, he was asked to allow for deliveryMr*** states that he still does not have the refund check and is very ***etWe apologize for any frustration that Mr*** has experienced with this situationFeedback from our customers is appreciatedClarice A*** a customer service specialist has been working on Mr***’s concernMsA*** has emailed Mr*** to advise that his check was sent last week and should be received by end of day today, according to the *** tracking ***Should Mr*** have any questions or additional concerns regarding his refund, he may call MsA*** at ###-###-####In light of the above, we feel this matter has been satisfactorily resolvedThank you for contacting Luxottica RetailSincerely, Holly T*** Brand Liaison Luxottica Retail

September 20, Revdex.com Attn: *** *** *** Re: *** *** ID# *** Dear Ms***: 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 LensCrafters, *** ***, ***, Texas Mr*** states the glasses be purchased from LensCrafters were defective and broke within months of use. Mr*** states when he returned to the store he was told he will have to pay for a new frame. We apologize for any frustration that Mr*** has experienced with this situationFeedback from our customers is appreciated Regional Manager, Zalina W*** advised she reached out to Mr*** and left him a voice message advised LensCrafters will replace the glasses. If Mr*** would like to speak with MsW*** further she can be reached at ###-###-#### In light of the above, we feel this matter has been satisfactorily resolvedThank you for contacting Luxottica Retail Sincerely, Erica R*** Team Lead Luxottica Retail

July 26, 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 serviceWe’re sorry Mr*** feels we fell short of our goal and is dissatisfied with the service provided by LensCrafters, *** *** *** *** *** ** *** *** ** Mr*** states he made a purchase for eyeglassesMr*** advised his *** plan was not processed for his order therefore he was charged too muchMr*** would like the charges for his order researched and to see a breakdown of his benefits applied We apologize for any frustration that Mr*** has experienced with this situationFeedback from our customers is appreciated The General Manager of the store has advised the customer was contacted and provided a credit of $98.48, once they were able to get the claim to go through ***Should Mr*** have any additional questions regarding this matter, he may contact the General Manager at ###-###-#### In light of the above, we feel this matter has been satisfactorily resolvedThank you for contacting Luxottica Retail Sincerely, Holly T*** Brand Liaison Luxottica Retail

Sept7, 2017 Revdex.comAttn: *** *** Re: *** *** Dear Ms***: This is in response to Mr***’s rebuttal response As per previous response, ***, supervisor has been in contact with Mr***Should Mr*** need anything further, she can be reached at ###-###-####She is in the office Monday through Friday, 9AM-5:30PM, Eastern Standard Time. Thank you for contacting Luxottica Retail. Sincerely, DeAnna P***Escalation SpecialistLuxottica

March 19, Better Business BureaAttn: *** *** *** Re: *** *** Dear Ms***: We are in receipt of Mr***’s complaint filed with your officeWe’re sorry Mr*** feels we feel short of our goal and is dissatisfied with the service
provided by Sunglass Hut *** *** *** ** *** ** Mr*** states he returned his eyewear and never received his refund We apologize for any frustration that Mr*** has experienceFeedback from our customers is appreciated Ms***, we want Mr*** to know we truly apologize for the delay in receiving his refundSunglass Hut developed a glitch in the system around the time of Mr***’s returnThis affected other customers as wellI received an email back from Mr*** on March 16, that he did receive his refund check from our corporate office In light of the above, we feel this matter has been satisfactorily resolvedThank you for contacting Sunglass Hut Sincerely, Melissa H*** Brand Support Sunglass Hut

July 20, 2017Revdex.comAttn: *** ***Re: *** ***Dear Ms***:We are in receipt of Ms***'s complaint filed with your officeLuxottica Retail's vision is to provide legendary customer serviceWe're sorry Ms*** feels we fell short of our
goal and dissatisfied with the service provided by the LensCrafters located in *** *** *** *** ***
Ms*** is requesting a credit to use next year.Ms***, I attempted to contact Ms*** personally and left her a voicemail for a return callIt is my understanding that she has been in contact the General Manager, Anna and spoke about some options to resolve her concerns.Should Ms*** need anything further, I can be reached at ###-###-####.Thank you for contacting Luxottica Retail.Melissa H***Brand SupportLensCrafters

August 29, 2017Revdex.comAttn: *** ***Re: ***l ***Dear Ms***:We are in receipt of ***l ***'s complaint filed with your officeWe're sorry ***l *** feels we fell short of our goal and is dissatisfied with the service provided by Luxottica Warranty
Department.It is my understanding that the Consumer ***l ***'s eyewear has been repaired and shipped back on August 25, Should ***l *** need further assistance, Cindy, Supervisor can be reached at ###-###-#### or myself at ###-###-####.Thank you for contacting Luxottica Retail.Sincerely,Melissa H***Luxottica

October 19,
Revdex.com
Attn: *** ***
***
*** *** ***
*** *** ***:
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, Meriden Square in Meriden, CT
Ms*** states that she is unable to see out of her glasses due to
scratches on the lenses
We apologize for any frustration that Ms*** has experienced with this
situationFeedback from our customers is appreciated
It is my understanding that Ms*** was contacted regarding her concern
by the management team of LensCrafters, Brass Mills Mall in Waterbury, CTMs
*** was offered replacement lenses free of charge
In light of the above, we feel this matter has been satisfactorily
resolvedThank you for contacting Luxottica Retail
Sincerely,
*** ***
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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

November 2, Revdex.com Attn: *** *** *** Re: *** *** Dear Ms***: We are in receipt of Mr***’s complaint filed with your officeWere sorry Mr*** feels we fell short of our goal and is dissatisfied with the
service received by LensCrafters Mall of Georgia in Buford, Georgia Mr*** states he was having a lens issue and feels the lenses are defectiveHe is requesting a replacement We apologize for any frustration that Mr*** has experienced with this situationFeedback from our customers is appreciated Ms***, I contacted Mr*** this m***ing to address his lens issueHe stated to me that his concerns have been completely resolved from the store level and he received a replacement lens at no chargeMr*** is happy with this resolution provided In light of the above, we feel this matter has been successfully resolvedThank you for contacting Luxottica Retail Sincerely, Melissa H*** Brand Support/Escalations LensCrafters

Date Sent: 4/20/2:08:PMApril 20, 2018 Revdex.comAttn: *** ***
Re: *** *** Dear Ms***: We are in receipt of Mr***’s complaint filed with your officeWe’re sorry Mr*** feels we fell short of our goal and is
dissatisfied with the service provided by LensCrafters *** Plaza A* *** location in *** **. Mr*** states his lens coating is defective and he is requesting a full refund. We apologize for any frustration that Mr*** has experienced with his situationFeedback from our customers is appreciated. Our Store Market Manager, Ms*** *** contacted Mr*** on April 18th, to address his concernsWith further review, it was determined that the lenses were defectiveMs*** personally apologized for any inconvenience and is refunding Mr*** in the amount of $516.05. In light of the above, we feel this matter has been satisfactorily resolvedThank you for contacting Luxottica Retail. Sincerely, Nicole R***Brand SupportLensCrafters

January 19, 2016 Revdex.comAttn: *** *** Re: *** *** 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 that she was overcharged for her family’s eyeglass purchases. Ms*** states she has been trying to correct this for roughly year. We apologize for any frustration that Ms*** has experienced with this situationFeedback from our customers is appreciated. It is my understanding that Regional Manager, Sharon J*** has attempted to contact Ms*** via phone, with no success. MsJ*** will continue to reach out to Ms*** to discuss her concerns. Ms*** may also call MsJ*** directly at ###-###-#### to discuss her experience, and concerns. Thank you for contacting Luxottica Retail. Sincerely, Holly T***Brand LiaisonLuxottica Retail

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.The business is lying! No one ever called me back, as outlined in my complaintAs you see in their response, they are requesting that I call them, even though I am the one with the issueI have email and a cell phone (***)...
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 below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** *** Its not as as cut and dry, in their response they didn't admit they made an error.They overcharged me by and were supposed to look into .Only after my filing with Revdex.com did they look into and realize the issue.My issue is they tied up my money for days,money I could have used elsewhere.After all is said and done I feel I should have been compensated for them tying up my Credit card for days.Simply stated as long as they got their money the made no effort to look into,until they received complaint through Revdex.com.This isn't good business practice