Luxottica Retail North America

October 5, 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] is dissatisfied with the service provided by our Luxottica Warranty and Repair Center Mr [redacted] states he sent his sunglasses in for repair and weeks later he received an email stating there were no parts available and he would have to pay for a new pair at the cost of $He only paid $at the time of purchaseHe is requesting the product returned or replaced We apologize for any frustration that Mr [redacted] has experiencedFeedback from our customers is appreciated Ms [redacted] Supervisor of Luxottica Warranty and Repair Center, contacted Mr [redacted] and left a voicemail that the sunglasses were not determined a manufacturer defectHowever, in the spirit of customer service excellence, Ms [redacted] replaced his sunglasses as a one-time courtesyMr [redacted] should receive his sunglasses within 7-business days Should Mr [redacted] have further questions, he can contact Ms [redacted] directly at ###-###-#### In light of the above, we feel this matter is satisfactorily resolvedThank you for contacting Luxottica Retail Sincerely, Melissa H [redacted] Brand Support Luxottica

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 The root cause of the defect is clearly a manufacturing issueGiving me a discount on the repair rather than fixing it is not an acceptable solution to meThese are very expensive sunglasses that use glass lenses rather than traditional polycarbonate lensesGlass is prone to failure especially with edge defectsThis defect clearly stems from the edge of the lens near the manufacturer's laser engravingThis is not acceptable to charge the customer for manufacturing quality issue.I would like a refund or a replacement set of the identical sunglasses 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 accepted the settlement offer made by the business on Oct 27, in reference to complaint ID [redacted] , and the compensation I have received is fair to me If you would like to know the details of the settlement, I can provide that information.Thanks for helping bring this to a satisfactory resolution Regards, [redacted]

April 28, Revdex.comAttn: [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 serviceWe’re sorry [redacted] feels we fell short of our goal and is dissatisfied with the service provided by LensCrafters [redacted] states that she purchased glasses on 7/30/with the protection plan [redacted] states that her lens had a blurred spot, and her vision was poor and cloudy as a result [redacted] states that she wanted her lens replaced, and the store wanted to charge her for it We apologize for any frustration that [redacted] has experienced with this situationFeedback from our customers is appreciated.The regional manager of [redacted] ***, Jason B., spoke to [redacted] , who recently moved to [redacted] but will be back to [redacted] for vacation in a few weeks MrBlistened and apologized for the poor service at the [redacted] location MrBstates that [redacted] may have a lens coating issue and offered to replace the lenses when she’s back in [redacted] [redacted] states that she doesn’t like her frame and is willing to pay for the new frame and have the lenses replaced MrBagreed that was no problem In light of the above, we feel this matter has been resolvedThank you for contacting Luxottica Retail.Sincerely,Lindsay T.Luxottica Retail

The delayed response was due to the fact that Lenscrafters did not have prescription glasses available for piuntil this past week [redacted] Has the company addressed the issues of this dispute? Yes [redacted] Has the company met the agreement they outlined in their response? Yes.Sincerely, [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] ***

[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 The promised refund that I had not previously received arrived a few days after I declined the businesses response Regards, [redacted]

June 26, Revdex.com Attn: [redacted] @ [redacted] Re: [redacted] Dear Ms [redacted] : We are in receipt of Mr***’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***, 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 / [redacted] Style Definitions */