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.
Regards,
*** *** Luxxotica's solution to this dispute is for me to spend more money to ship my defective glasses to them for examination. They have already demonstrated bad faith by declaring that there is no manufacturer defect. Do I really expect that they would concede a defect if I send my glasses (at my expense) to them? Their one year manufacturer warranty is a ridiculous because they are the ones that get to decide whether there is such a defect - so the consumer loses no matter what. Also, they did not offer me a 40% discount on a replacement frame as they indicated in their response. I purchased the frames for $139.95. They offered me a replacement (with a processing fee) which totals $106.50. Any it can do the math and determine that this does not equate to a 40% discount, and I am sure they will be making a nice profit on the "discounted" replacement at my expense. Hopefully, prospective buyers of Luxxotica's products will see their response and take that into account before making a purchase

October 7, Revdex.com Attn: *** *** *** Re: *** *** ID# *** Dear Ms***: We are in receipt of Ms***’ rebuttal filed with your office. We regret that Ms*** feels we have not met her expectations. We invite Ms*** back to any of our Sunglass Hut locations to have the 20% applied to her existing purchase. If Ms*** has any questions regarding how her credit was viewed and how she was approved for the Sunglass Hut VIP card, Ms*** can call *** Financial at ###-###-####. In light of the above, we feel this matter has been satisfactorily resolvedThank you for contacting Luxottica Retail Sincerely, Erica R*** Consultant Specialist Luxottica 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
I did in fact receive a phone call after numerous weeks of waiting only to be offered an identical pair of sunglasses as they were simply in stockThis phone call came after waiting nearly a month for a response, having called in and leaving messages as asked with the previous response from LuxotticaOverall, I am extremely dissatisfied with this companies lack of overall care for the people who continue to support their brands which keep them in businessI feel that this company should be ashamed of what they have become, especially with the brands that they currently represent and feel that they are at a dire time in which they need to reflect back on their history and correct the problems before they are too late.I can assure you that I will be sharing my story with friends and family and ask that they pass the word alongThis entire experience has only helped to solidify why I will continue to choose brands and now stores that are not affiliated with Luxottica.
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 I am unclear as to why it took such great lengths to achieve contact from the companyI speculate my claim got lost in the shuffle and it is nearly impossible to get through to the company via telephone, a problem they should be aware ofI am satisfied with the information they provided to me so I now can move forward and get my glasses repaired
Regards,
*** ***

March 31, 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 LensCrafters, New Haven located in *** ***, FLMr*** is unhappy that a claim for his eyeglasses has been denied by MedicareMr*** states he was informed by Medicare that the store he visited, did not have proper credentials for submission of his claimMr*** stated his eyeglasses were prescribed Post Cataract Surgery and he should be reimbursed as promisedWe apologize for any frustration that Mr*** has experienced with this situationFeedback from our customers is appreciatedRegional Manager Laura P***, was able to connect with Mr***MsP*** advised a corrected claim has been submitted to Medicare, by the store’s General Manager Andrea QueenMs*** was able to find a discrepancy with how the surgeon’s name was spelled on the previous claimsIt is believed that the small error contributed to Medicare denying the claim, as the doctor could not be properly identifiedMs*** and or MsP*** will be following up with Mr*** within the next weeks, to ensure that the issue was fully addressedIn the meantime, Mr*** has been sent a letter of apology a*** with a basket of care productsShould Mr*** have any additional questions or concerns regarding this matter, he may call Ms*** at ###-###-####In light of the above, we feel this matter has been satisfactorily resolvedThank you for contacting Luxottica RetailSincerely, Holly Thielmeyer Brand L*** Luxottica Retail

July 12, Revdex.com Attn: *** *** *** 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, *** *** Marketplace located in *** ** Ms*** states she placed an order for new eyeglasses but they were not ready in the amount she was promisedMs*** advised that she received updates from her local store, regarding the delivery of her orderMs*** is unhappy with how long it has taken for her to receive her eyewear We apologize for any frustration that Ms*** has experienced with this situationFeedback from our customers is appreciated Regional Manager Jenny S*** has advised that a partial refund is being issued to Ms***, for the inconvenience she has experienced with the delivery of her orderMsS*** states Ms*** was contacted and notified of the offer and also that her order has arrived back at the store and is ready for pick up 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

February 9, Revdex.com Attn: *** ***
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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 Ms*** states that we misplaced her sunglasses package and did not follow up with her about the situation We apologize for any frustration that Ms*** has experienced with this situationFeedback from our customers is appreciated *** ***, manager of online services, has advised that the package was located within our distribution centerThe online team has reached out to Ms*** to determine if the $gift card is satisfactory, as well as to confirm her mailing address In light of the above, we feel this matter has been satisfactorily resolvedThank you for contacting Luxottica Retail Sincerely, *** *** Luxottica Retail

August 16, *** *** ***
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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 Luxottica Warranty and Repair Center in McDonough, GA Mr*** purchased $Ray Ban sunglassesMr*** states one of the lenses cracked within two days of the purchaseMr*** is upset, as he contacted us and was advised he would have to pay $for replacement lensesMr*** feels his lenses are defective and he should not have to pay anything towards replacement We apologize for any frustration that Mr*** has experienced with this situationFeedback from our customers is appreciated *** *** Team Lead for the warranty and repair center advised Mr***’s lenses were determined to be not defectiveHowever we can offer Mr*** a re-evaluation to see if the outcome is any different and would be covered through the warranty 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,
*** ***

I finally received my refundThank you
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: *** *** This is in response to Ms***’s rebuttal filed with your officeWe regret Ms*** feels we have not met her expectations Again, we apologize for any frustration that Ms*** has experienced with her situationHer Feedback is much appreciatedThank you again, for contacting Luxottica RetailSincerely, Melissa H*** Brand Support/Pearle Vision

October 3, Revdex.com Attn: *** *** *** Re: *** *** ID# *** Dear Ms***: We are in receipt of Ms***’ rebuttal filed with your office. We regret that Ms*** feels we have not met her expectations. We invite Ms*** back to any of our Sunglass Hut locations to have the 20% applied to her purchaseIf Ms*** has any questions regarding how her credit was viewed and how she was approved for the Sunglass Hut VIP card, Ms*** can call *** Financial at ###-###-####. In light of the above, we feel this matter has been satisfactorily resolvedThank you for contacting Luxottica Retail Sincerely, Erica R*** Consultant Specialist 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 meToday, October 6th, 2017, I received a check from Luxottica in the amount promised
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 They have agreed to remake my glasses at no charge which is more than I expected and I appreciate that very muchThey are in the process of doing that but I haven't received them yetIt would be nice if something was done to JRoss Nwho sold me one thing and gave me something of lesser value which I would think was against the law so he doesn't do the same thing to another customer in the future
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, I accepted the offer to replace the lens in question for $Last Wednesday, 2-10-16, I dropped off the glasses to have the lens replacedI noticed within an hour of returning home that the frame was damaged to the point of not being serviceableI contacted the *** *** Lenscrafters and did not get good cooperation with the parties over the phoneI located a new frame from the Simi Valley store and had it put on holdThe store manager at *** ***, Christina, was out until Friday the 12thI went to her store on Friday so she could document the damage to the frame and tell her what I thought transpired regarding the damageShe informed me that she would contact her manager, Helen, to see if lenscrafter would pick up the cost of a new frameI told her I needed to replace the frame in the interim and would have to pay out of pocketI left her store and replaced the frame at the Simi Valley store that same dayI have not heard back from her since FridayShe brought up the Revdex.com complaint and was upset that I filed itI told her the Revdex.com had not received a response from Lenscrafter and she corrected me stating that Lenscrafter had indeed responded to the complaintI would like to be reimbursed for the frame that was rendered useless by the *** *** Lenscrafter store and have a credit applied to the Lenscrafer credit card as soon as possible
Regards,
*** ***

March 12, Revdex.com Attn: *** *** *** 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 Town enter At *** Location in *** *** Mr*** feels he received misleading with his eyewear purchase and is requesting a refund We apologize for any frustration that Mr*** has experienced with her situationFeedback from our customers is appreciated It is to my understanding that MrStuart W*** Regional Manager, reached out to Mr*** on February 28th, to discuss his concernsMrW*** provided an enhancement in his eyewear with a complimentary upgrade to his lensesMr*** is happy with this resolutionShould he need further assistance MrW*** can be reached at ###-###-#### In light of the above, we feel this matter has been satisfactorily resolvedThank you for contacting Luxottica Retail Sincerely, Nicole R*** Brand Support LensCrafters

February 23, 2017 Revdex.comAttn: *** *** *** * *** *** *** *** *** * *** *** *** 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 we have not reversed duplicate charges from 1/18/in the amount of $71.74. We apologize for any frustration that Ms*** has experienced with this situationFeedback from our customers is appreciated. The supervisor for LensCrafters Consumer Services, *** ***, confirmed that the charge for $was reversed on 1/19/2017, and the reference number is *** *** *** emailed the customer on 2/17/17, to confirm the charge was reversed. The email is listed below, Hello *** Thank you for contacting LensCrafters regarding your experienceI apologize for the inconvenience and any frustration this may have caused youOn January 19, 2017, we reversed the second charge of $for the charge made on January Please see the reference number below that documents the reversal of funds:*** Please let me know if you have further question or concernIf I can be of any further assistance please email or call 1-877-*** option 6. Thank you,***LensCrafters In light of the above, we feel this matter has been resolvedThank you for contacting Luxottica Retail. Sincerely, *** ***Luxottica Retail

September 11,
","sans-serif" lang="EN">[redacted]
[redacted]
[redacted]
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[redacted]
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[redacted]
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We are in receipt of Ms[redacted]'s complaint filed with your officeLuxottica
Retail's vision is to provide legendary serviceWe're sorry Ms[redacted] feels we
fell short of our goal and is dissatisfied with the service provided by LensCrafters,
Chesapeake Square in Chesapeake, Virginia
Ms[redacted] states that she did not receive her eyeglasses in the time frame
she was promised
We apologize for any frustration that Ms[redacted] has experienced with this
situationFeedback from our customers is appreciated
General Manager, [redacted], contacted Ms[redacted], on the number provided
and left two voicemailsMs[redacted] has not received a response back from Ms
[redacted]
If Ms[redacted] has any further concerns, she can contact Ms[redacted] directly
at (757) [redacted]
In light of the above, we feel this matter has been satisfactorily
resolvedThank you for contacting Luxottica Retail
Sincerely,
[redacted]
Escalation Specialist
Luxottica Retail

July 10,
[redacted]
This is in response to [redacted]'
complaint filed with your office
The Pearle Vision store located in Springfield,
Missouri is a franchise location operated by independent licensee, Alex
Trepetin, using the Pearle Vision brandBecause of this, we cannot compel this
office to provide specific resolutionHowever, we have taken the liberty of
forwarding your concerns to his officeShould you have further questions or
concerns, they can be reached at (417) [redacted] or via mail to the following
address:
[redacted]
Thank you for contacting Luxottica
Retail
Sincerely,
Mindy Dollenmeyer
Luxottica
Pearle Vision

June 26,
","sans-serif" lang="EN">Revdex.com
Attn: [redacted]
[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 serviceWe're sorry Mr[redacted]
feels we fell short of our goal and is dissatisfied with the service provided
by LensCrafters, The Shops at [redacted] Optique, in [redacted], Ohio
Mr[redacted] states that he did not receive his eyeglasses he ordered
We apologize for any frustration that Mr[redacted] has experienced with this
situationFeedback from our customers is appreciated
It is my understanding that the store attempted to contact Mr[redacted], on a
few occasions, to let him know that his eyeglasses were in, with no response
If Mr[redacted] has further concerns, he can contact Kristin, Optical Manager,
directly a ###-###-####
In light of the above, we feel this matter has been satisfactorily
resolvedThank you for contacting Luxottica Retail
Sincerely,
Mindy [redacted]
Escalation Specialist
Luxottica Retail