Luxottica Retail North America

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 contacted ONCE via email I was in a car accident this week, and I have not yet had time to return MsLaw's ONE TELEPHONE CALL There was not "several attempts' to do anything I will return Ms*** phone call today (10.4.17) and let her know the response is unacceptable No reflective coating was on my daughter's glassesAlso there was no notes in her file of such a request Yes, I read them during her fitting I also read the report from the telephone calls that I made to the corporate office I was informed BY THE LAB that the order was input incorrectly The lab has no reason to lie to me; Ms [redacted] does NO ONE deserves to be spoken to or dealt with the way I have been - particularly as I was following up repeatedly without incident The problems arose when I was sworn at, told "what do you want me to do" instead of any solutions being offered, hung up on (REPEATEDLY) and then NO APOLOGY HAS EVER BEEN ISSUEDNothing was done to complete my daughter's eyewear in a timely manner I am not returning the glasses I want a refund I was treated with extreme discourtesy, rudeness and frank disregard The behavior of the staff is unacceptable and the response of corporate isn't much better Regards, [redacted] ***

July 28, 2017Revdex.comAttn: [redacted] ***t***@Cincinnati.Revdex.com.orgRe: [redacted] ***Dear Ms***:I am in receipt of Ms***'s rebuttal complaint with your office.We apologize for any frustration that she has experienced with the situationFeedback from our customers is appreciated.Ms***, I personally tried to contact her , she stated she was leaving for a meeting and asked if we could connect laterShould Ms*** need further assistance, I can be reached at [redacted] Thank you for contacting Luxottica Retail.Sincerely,Melissa H***Brand SupportLuxottica

March 7, Revdex.com Attn: [redacted] Re: [redacted] Dear Ms***: We are in receipt of Mr [redacted] ’s complaint filed with your officeWe’re sorry Mr [redacted] feels we fell short of our goal and is dissatisfied with the service provided by [redacted] Optical’s [redacted] in [redacted] , PA Mr [redacted] states that he received poor services from the associates as well as issues with his lens We apologize for any frustrations that Mr [redacted] has experiencedFeedback from our customers is appreciated Our Regional Manager of the [redacted] Optical, [redacted] ***, contacted Mr [redacted] to address his concernsIt is our understanding that Mr [redacted] will receive his refund in the amount of $Also, MsA [redacted] is willing to assist him with his eyewear when he visits the [redacted] store locationShould Mr [redacted] have further concerns he can reach MsA [redacted] at ###-###-#### In light of the above, we feel this matter has been satisfactorily resolvedThank you for contacting Luxottica Retail Sincerely, [redacted] Brand Support LensCrafters

July 13, Revdex.comAttn: [redacted] Re: [redacted] *** [redacted] Dear Ms [redacted] :We are in receipt of Ms***’s complaint filed with your officeLuxottica Retail’s vision is to provide legendary service We’re sorry Ms [redacted] feels we [redacted] short of our goal and is dissatisfied with the service provided by Luxottica Warranty and Repair Center in Mason, OHMs [redacted] sent in a pair of [redacted] sunglasses to be inspected for possible repair, [redacted] **Ms [redacted] contacted customer service to discuss her mailed in eyewear, as she had not received her sunglasses with the replacement lenses per her email sent inMs [redacted] states that the hold times for customer service are long and have prevented her from speaking with an agentMs [redacted] states that her originally mailed in sunglasses have been lost by the repair centerMs [redacted] would like her sunglasses replacedWe apologize for any frustration that Ms [redacted] has experienced with this situationFeedback from our customers is appreciated.It is my understanding that Theodora H [redacted] a member of the customer service management team, has personally spoken with Ms***MsH [redacted] confirmed the UPS tracking number for Ms***’s originally returned sunglasses and new order of lenses is [redacted] [redacted] Ms [redacted] advised MsH [redacted] that she has received the package as of 07/02/MsH [redacted] states Ms [redacted] was sent a second package, as it was believe the original package was lost, the tracking for it is [redacted] MsH [redacted] states Ms [redacted] is able to keep the second package but they will not be refunding the replacement/repair cost of $which Ms [redacted] has paidShould Ms [redacted] have any questions or additional concerns on this matter, she is able to contact MsH [redacted] at ###-###-####In light of the above, we feel this matter has been satisfactorily resolvedThank you for contacting Luxottica RetailSincerely,Holly T [redacted] Brand LiaisonLuxottica Retail

June 2, Revdex.com Attn: [redacted] Re: [redacted] Dear Ms [redacted] : This is in response to Ms [redacted] 's complaint filed with your office We apologize for any frustration that Ms [redacted] has experiencedFeedback from our customers is appreciated Ms [redacted] , it is our understanding that our Regional Manager, Ms [redacted] , has attempted to contact Ms [redacted] numerous times with no successShould Ms [redacted] need further assistance, Ms [redacted] can be reached at (347) 712- Thank you for contacting Luxottica Retail.Sincerely, [redacted] Liaison to the Executive Office Lenscrafters

December 9, Revdex.com Attn: [redacted] @ [redacted] Re: [redacted] Dear Ms [redacted] : We are in receipt of Ms***’ 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 Sears Optical, [redacted] ***, in [redacted] , OH Ms [redacted] states that she did not receive her contact lens order We apologize for any frustration that Ms [redacted] has experienced with this situationFeedback from our customers is appreciated It is my understanding that Ms [redacted] visited the store on 12/5/and received trial contact lenses along with her prescriptionRebecca, the regional manager, also tried to contact Ms [redacted] via phone, with no success Should Ms [redacted] need additional assistance with this matter, she may contact Rebecca directly at ###-###-#### Thank you for contacting Luxottica Retail Sincerely, Jamie H [redacted] Brand Liaison Luxottica Retail

January 27th, Re: [redacted] ***: [redacted] Dear Ms [redacted] : We are in receipt of Mr***’s complaint filed with your officeLuxottica 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, at The Mall of [redacted] -Ridge Center, Rochester, NYMr [redacted] states that he made a return and only received a partial refundWe apologize for any frustration that MrWalton has experienced with this situationFeedback from our customers is appreciatedI reached out to our Sales Audit team and found that Mr [redacted] did receive the rest of his refund in the form of a check According to our records, Mr [redacted] cahsed this check on 1/2/ If Mr [redacted] has any additional questions or concerns he may call us directly at ###-###-####In light of the above, we feel this matter has been satisfactorily resolvedThank you for contacting Luxottica RetailSincerely, Holly T [redacted] Brand LiaisonLuxottica Retail

Revdex.com Attn: [redacted] Re: [redacted] [redacted] Dear Ms [redacted] : We are in receipt of Mr [redacted] ’s complaint filed with your officeLuxottica 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, [redacted] Plaza in [redacted] ***, FLMr [redacted] states that he ordered a pair of eyeglasses from the storeMr [redacted] states that he never received follow up to notify him when his order arrived at the [redacted] location he requestedMr [redacted] states that the frames that arrived at the [redacted] location were not what he ordered from the [redacted] storeMr [redacted] is upset because he was told nothing could be done to help with this matterWe apologize for any frustration that Mr [redacted] has experienced with this situationFeedback from our customers is appreciatedA member of our Regional management team Mr [redacted] ***, has attempted to reach Mr [redacted] but has been unsuccessfulMr [redacted] has called Mr [redacted] on 03/and 03/Mr [redacted] has not returned Mr***’s callsMr [redacted] would like to offer Mr [redacted] an exchange of his framesShould Mr [redacted] wish to discuss this matter further, he may contact Clarice A [redacted] at ###-###-####MsA [redacted] is an agent with customer care and has been working with Mr***, she is aware of all details and can partner with management to get Mr[redacted] ’s frames exchangedIn light of the above, we feel this matter has been satisfactorily resolvedThank you for contacting Luxottica RetailSincerely, Holly T [redacted] Brand Liaison Luxottica Retail

April 11, Revdex.comAttn: [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 are sorry Mr [redacted] feels that we fell short of our goal and is dissatisfied with the service provided by [redacted] Mr [redacted] states that received damaged sunglasses, and returned via [redacted] for a refundMr [redacted] states that we did not receive his return, and that [redacted] lost it Mr [redacted] states that [redacted] is responsible if the package is lost with *** Mr [redacted] would like a refundWe apologize for any frustration that Mr [redacted] has experienced with this situationFeedback from our customers is appreciatedThe supervisor of [redacted] , Hawa ***, called the number provided in this Revdex.com complaint, [redacted] , and the number we have on file, ###-###-#### Ms [redacted] states that the first phone number is international, and the second is not a working number Ms [redacted] emailed Mr [redacted] that his refund was processed In light of the above, we feel this matter has been resolvedThank you for contacting Luxottica Retail Sincerely, Lindsay [redacted] Luxottica Retail

December 8, Revdex.com [redacted] *** [redacted] Dear Ms [redacted] : We are in receipt of Mr [redacted] ’ complaint filed with your officeLuxottica 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 Luxottica Warranty and Repair Center in Mason, OH Mr [redacted] states after his glasses broke he submitted a claim in August with the Luxottica Warranty Center Mr [redacted] states he was notified that the damage was not found to be defective Mr [redacted] states he called into the center and requested a second evaluation but never received a response We apologize for any frustration that Mr [redacted] has experienced with this situationFeedback from our customers is appreciated [redacted] , Consultant for Luxottica Warranty Repair Center states the second evaluation on Mr [redacted] ’ glasses returned the same results, non-defective Ms [redacted] states the offer to replace Mr [redacted] ’ glasses at 40% off for a new pair still stands, however she suggest for a more thorough evaluation that Mr [redacted] send his glasses into the repair facility If Mr [redacted] would like to discuss his options with Ms [redacted] she can be reached at 1- [redacted] In light of the above, we feel this matter has been satisfactorily resolvedThank you for contacting Luxottica Retail Sincerely, [redacted] Consultant Specialist Luxottica Consumer Shared Services

This is to confirm that I did receive the gift card and my complaint has been 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]

December 13, Revdex.comAttn: [redacted] Re: [redacted] Dear Ms***: This is in response to Mr [redacted] ’s rebuttal complaint filed with your officeAgain, we apologize for any frustration that Mr [redacted] has experiencedI personally contacted Mr [redacted] earlier this afternoon to review his concernsHe expressed to me that he did receive his refundShould Mr [redacted] need further assistance I can be reached at ###-###-####Thank you for contacting Luxottica Retail, we feel this matter has been satisfactorily resolvedSincerely, Melissa H***Brand SupportLuxottica

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] I am confusedAs of today, no one has contacted me from the store or the corporate locationThe corporate office can not tell me where my refund is and the store says they are waiting on corporateI am not updated and there has been no communication that provides me with progressThis experience does not match what the company says at allWhere is my $from weeks ago?

April 21, [redacted] Re: [redacted] Dear Ms [redacted] We are in receipt of Mr [redacted] 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, Southcenter Mall, in Tukwila, WashingtonMr [redacted] feels that a refund owed to him has been unnecessarily delayedWe apologize for any frustration that Mr [redacted] has experienced with this situationFeedback from our customers is appreciatedIt is my understanding that the management team at the Southcenter Mall location has addressed the issue and provided the requested refund and resolution Should Mr [redacted] need additional assistance with this matter, he may contact management back at [redacted] In light of the above, we feel this matter has been satisfactorily resolvedThank you for contacting Luxottica RetailSincerely, A [redacted] S [redacted] Escalation Specialist Luxottica Retail Tell us why here

September 15, 2015Revdex.comAttn: [redacted] t [redacted] @Revdex.com.orgRe: [redacted] ***Dear Ms [redacted] :We are in receipt of Mr***’s rebuttal filed with your officeWe regret that Mr [redacted] feels we have not met his expectations.Mr***’s feedback is appreciated and has been forwarded to the appropriate member of managementHowever, we stand by our original response dated July 29, 2015.Thank you for contacting Luxottica Retail.Sincerely,Mindy D [redacted] Escalations SpecialistLuxottica Retail

Description of how it was resolved was wrongI did finally receive the check after weeksAnd I had previously requested to speak with a supervisor on several occasions, it wasn't until I filed a complaint with Revdex.com that a supervisor finally go in contact with meThey said they supervisor called and apologize, with was completely falseSomeone called and asked if I received the check, to which I responded yes and that was the extent of the conversationAfter not refunding my money in a timely manner, not returning any of the calls as they promised, there was no apology or explanation as to why I was ignored for a weekThen A week after I deposited the check, I got a letter from my bank that there was a stop payment on the checkThis was why I said the matter was not resolvedI would still like a call back from the supervisorThe way I have been treated by this company is absolutely unacceptable

LensCrafters of ***s Corner called me about one hour ago to offer me to change the lenses for free I have an appointment with them on May 17th (can't go before because my [redacted] ).Thank you so much for your help 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]

June 17, Revdex.comAttn: [redacted] Re: [redacted] ID# [redacted] Dear Ms [redacted] :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 Sunglass Hut online customer serviceMs [redacted] states that she purchased Ray Ban sunglasses at one of our store locations Ms [redacted] states after wearing them they were not staying on her face and took them back to the store for an adjustment Ms [redacted] states this continued and she reached out by email to Sunglass Hut online service and was instructed to mail them back Ms [redacted] states she mailed them back in January and has not heard back or received her sunglasses back We apologize for any frustration that Ms [redacted] has experienced with this situationFeedback from our customers is appreciated[redacted] , manager of online services has advised that her team at the warehouse is looking into locating the package to have returned to Ms [redacted] In light of the above, we feel this matter has been satisfactorily resolvedThank you for contacting Luxottica Retail.Sincerely,Erica [redacted] Team LeadLuxottica Retail

July 10, [redacted] [redacted] [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] ** [redacted] Thank you for contacting Luxottica Retail Sincerely, Mindy Dollenmeyer Luxottica Pearle Vision / [redacted] Style Definitions */

September 2, Revdex.com Attn: [redacted] Re: [redacted] [redacted] Dear Ms [redacted] : We are in receipt of Mr [redacted] ’s complaint filed with your officeLuxottica 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 Luxottica Warranty and Repair Center in [redacted] , GA Mr [redacted] emailed images for two pairs of eyewear for possible repair through warrantyMr [redacted] states no response was given for either of his requests he emailedMr [redacted] would like to know the status of his request and his options for repair/replacement We apologize for any frustration that Mr [redacted] has experienced with this situationFeedback from our customers is appreciated Danielle V [redacted] Senior Representative in the Warranty and Repair Center’s Customer Service, has advised Mr [redacted] ’s lenses in his [redacted] frames were found to not be defectiveMsV [redacted] offers Mr [redacted] 40% off the cost to replace the Ray Ban eyewearShould Mr [redacted] wish to take advantage of this offer or find out if other lens options are available, we ask that he please call customer care at ###-###-#### In light of the above, we feel this matter has been satisfactorily resolvedThank you for contacting Luxottica Retail Sincerely, Holly T [redacted] Brand Liaison Luxottica Retail