Luxottica Retail North America

April 21, Revdex.com Attn: [redacted] Re: [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] **Mr [redacted] feels that his optical frame should be replacedWe apologize for any frustration that Mr [redacted] has experienced with this situationFeedback from our customers is appreciatedIt is my understanding that upper management has been able to address Mr [redacted] ’s concerns and is working to replace the frame at no costIn light of the above, we feel this matter has been satisfactorily resolvedThank you for contacting Luxottica RetailSincerely, Andrew [redacted] Escalations Specialist Luxottica Retail

June 17, Revdex.comAttn: [redacted] Re: [redacted] ID# [redacted] Dear [redacted] :We are in receipt of [redacted] complaint filed with your officeLuxottica 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] *** [redacted] states that LensCrafters would not refund his purchase of glasses from March 12, [redacted] states his glasses were faulty and this was the reason for the return We apologize for any frustration that [redacted] has experienced with this situationFeedback from our customers is appreciated.LensCrafters [redacted] location shows that [redacted] returned to the store on April 10, asking to return his glasses [redacted] worked with associate Aislinn Edwards who noted that [redacted] glasses were damaged; therefore the refund was not able to be processedOn May 3, [redacted] called the [redacted] location and spoke with associate James-Michael C [redacted] explained that he was unaware that progressive lenses would have distortion on the sidesMrCinvited [redacted] back into the store and offered to teach him how to use the progressive lenses as this [redacted] first time wearing progressive lensesMrCnoted that [redacted] also mentioned his frame was cracked and that we would look at that when he returned to the store Regional Manager Nicole Shas tried to follow up with [redacted] on several occasions but has unsuccessful in making a connection 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

February 17, Revdex.comAttn: [redacted] T [redacted] @ [redacted] Re: [redacted] Dear Ms [redacted] :We are in receipt of Ms***’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, Soho-Optique in New York, NYMs[redacted] states she has been waiting a long time for some frames she ordered with the locationMs [redacted] has advised that she is unhappy and does not think she will get the frames and would like a refund of the funds she has paidWe apologize for any frustration that Ms[redacted] has experienced with this situationFeedback from our customers is appreciated.Store Manager, Pat , has personally spoken with Ms[redacted] and was able to find the frames that were in questionMs [redacted] has since picked up the frames and was also given a complimentary cleaning kit for her eyewearIn light of the above, we feel this matter has been satisfactorily resolvedThank you for contacting Luxottica Retail.Sincerely, Holly T [redacted] Brand LiaisonLensCrafters

February 21, Revdex.comAttn: [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 we fell short of our goal and is dissatisfied with the service provided by LensCrafters Mr [redacted] states that he was unhappy with his Ray-Ban prescription sunglasses, and wanted to exchange them for something that worked better We apologize for any frustration that Mr [redacted] has experienced with this situationFeedback from our customers is appreciatedThe regional manager for LensCrafters store 112, [redacted] , contacted the customer and arranged for the customer to visit the store again and exchange his sunglasses In light of the above, we feel this matter has been satisfactorily resolvedThank you for contacting Luxottica Retail Sincerely, [redacted] Luxottica Retail

Per v/m from Mr***:Please close my complaint as resolved at this time.Thank you, [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] ***

July 26, 2017Revdex.comAttn: [redacted] Re: [redacted] ***Dear Ms***:We are in receipt of Ms***'s complaint filed with your officeWe're sorry Ms [redacted] feels we fell short of our goal and is dissatisfied with the service received by the LensCrafters [redacted] ***Ms [redacted] states she has had trouble with her glasses numerous times and is requesting a refund in full.We apologize for any frustration that Ms [redacted] has experienced with this situationFeedback from our customers is appreciated.It is my understanding the management team is assisting with Ms***'s concerns from the store level and they are replacing her glasses at no charge.Also, I personally attempted to contact Ms [redacted] and left her a voicemail to touch base with her concernsShould Ms [redacted] need further assistance I can be reached at [redacted] or Mario, manager, at LensCrafters can be reached at [redacted] He is working diligently to assist Ms***.Thank you for contacting Luxottica Retail.Sincerely,Melissa H***Brand SupportLensCrafters

August 19, Revdex.com Attn: [redacted] Re: [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 Pearle Vision, [redacted] in [redacted] ** Ms [redacted] has received appointment reminders to her home address of [redacted] ** [redacted] ** ***Ms [redacted] states that she does not want to receive any mailings from Pearle Vision and would like to be removed from the mailing list We apologize for any frustration that Ms [redacted] has experienced with this situationFeedback from our customers is appreciated Clarice A [redacted] Escalation’s Specialist in customer care, has contacted Ms [redacted] Ms A [redacted] was able to gather all necessary details to have Ms [redacted] removed from the mailing list for all promotional offers and contacted the store location to ensure she is removed from future appointment reminders In light of the above, we feel this matter has been satisfactorily resolvedThank you for contacting Luxottica Retail Sincerely, Holly T [redacted] Brand Liaison LensCrafters

Tell November 14, [redacted] *** [redacted] [redacted] We are in receipt of Ms***’s rebuttal filed with your officeWe regret that Ms [redacted] feels we have not met her expectations Ms [redacted] states she placed an online order with Sunglass Hut for the [redacted] program Ms [redacted] advised she ordered pairs of sunglasses and sent back expecting to be charged for the pair she kept Ms [redacted] states [redacted] lost the package and Sunglass Hut charged her $plus tax for the entire order Ms [redacted] states she has not received her refund for the return of the sunglasses We apologize for any frustration that Ms [redacted] has experienced with this situationFeedback from our customers is appreciated [redacted] , manager of online services advised that the refund was settled on her end November 9th We ask that Ms [redacted] please allow up to business days, excluding holidays for this to show back in her account In light of the above, we feel this matter has been satisfactorily resolvedThank you for contacting Luxottica Retail Sincerely, [redacted] Consultant, Consumer Services Luxottica North America us why here

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.]On the 1-18-I was contacted by LensCrafters and was told I'd receive a call back later that dayI never received a call back nor did I receive a call yesterday with any offerI've not even had a missed call from LensCraftersLensCrafters can't offer me a resolution without a phone call Regards, [redacted]

December 12, Revdex.com Attn: [redacted] Re: [redacted] ID# [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 [redacted] It was brought to Luxottica’s attention that Mr [redacted] was exhibiting behavior towards associates within our store and call center that is not consistent with company standardsA police report was filed against Mr [redacted] , Incident # [redacted] Mr [redacted] was sent a letter of termination on November 29, This letter asked that Mr [redacted] refrain from visiting or contacting Luxottica or any Luxottica Retail locations This letter was delivered by [redacted] on November 30, under tracking # [redacted] In light of the above, we feel this matter has been satisfactorily resolvedThank you for contacting Luxottica Retail Sincerely, Erica R [redacted] Consultant, Consumer Support North America Consumer Operations Luxottica North America

September 29, 2015Revdex.comAttn: [redacted] Re: [redacted] Dear Ms [redacted] :This is in response to Mrs [redacted] 's complaint filed with your office.We apologize for any frustration that Mrs [redacted] has experienced with her situation Feedback from our customers is appreciated.To my knowleged our " [redacted] contact" has been involved with this concern and working diligently toward a complete resolution for Ms [redacted] All paperwork was submitted for Mrs [redacted] multiple times.Should Mrs [redacted] need further assistance, Ms [redacted] H [redacted] , Regional Manager, will be happy to assistMsH [redacted] can be reached at ###-###-####.Thank you for contacting Luxottica Retail.Sincerely, [redacted] ***Escalations SpecialistLensCrafters

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 yet For your reference, details of the offer I reviewed appear below.I heard from Luxotica fairly quickly after my complaint They issued the return label and I returned the productI am still awaiting my refund, which I assume takes time to process Once this occurs, I will consider this issue resolved and will update accordingly Regards, [redacted] ***

June 17, Revdex.com Attn: [redacted] Re: [redacted] Dear Ms [redacted] We are in receipt of Ms***'s complaint filed with your officeLuxottica Retail's vision is to provide legendary customer serviceWere sorry Ms [redacted] feels we fell short of our goal and is dissatisfied with the service provided by LensCrafters [redacted] California We apologize for any frustration and inconvenience that Ms [redacted] has experienced with this situationFeedback from our customers is appreciatedWe have forwarded the concerns to the appropriate member of managementHowever, we are unable to share the details of any confidential internal investigation Thank you for contacting Luxottica RetailWe are eager to constantly, measurably improve our service Sincerely, [redacted] ***Escalation Specialist LensCrafters

Overall, I am satisfied with LensCrafters responseI am MOST IMPRESSED, however with the SPEED of the Revdex.com's message to the vendorWELL DONE, Revdex.com!!! 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]

April 4, Revdex.comAttn: [redacted] @Revdex.com.org 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 LensCrafters Ms [redacted] states that she was ignored and mistreated Ms [redacted] states that she was overcharged and humiliated We apologize for any frustration that Ms [redacted] has experienced with this situationFeedback from our customers is appreciatedThe regional manager of LensCrafters store 0314, [redacted] ***, called and spoke to Ms [redacted] Ms [redacted] states that she addressed Ms [redacted] ’s concerns, and Ms [redacted] thanked her for the call In light of the above, we feel this matter has been resolvedThank you for contacting Luxottica RetailSincerely, [redacted] 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: Since submitting my complaint, Lens Crafters has diligently made efforts to resolve my issue They have without issue agreed to provide a refund for the merchandise Please note that the local store manager (***) led me to believe there were no other options after numerous trips to the store That said, also note that lens crafters NJ and OH both listened and understood the issue and immediately agreed that a refund was warranted I will continue to be a loyal customer to Lens Crafters and thank Lens Crafters Corporate for their involvement in this decision Best Regards, [redacted] [redacted]

March 21, Revdex.comAttn: [redacted] t [redacted] @Revdex.com.org Re: [redacted] ID# [redacted] Dear Ms [redacted] : We are in receipt of Mr [redacted] ’ complaint filed with your office Luxottica Retail’s vision is to provide legendary service We’re sorry Mr [redacted] feels we fell short of our goal and is dissatisfied with the service provided by LensCrafters Mr [redacted] states that he was charged additional times in error Mr [redacted] states that he made multiple attempts to the store and corporate to resolve and was unable to get a refund We apologize for any frustration that Mr [redacted] has experienced with this situationFeedback from our customers is appreciatedThe regional manager for store ***, [redacted] , states that she spoke to Mr [redacted] , and apologized for the inconvenient situation Ms [redacted] advised Mr [redacted] that he would be refunded the additional charges Ms [redacted] states that Mr [redacted] is happy with the resolution, and advised Mr [redacted] to call her if the funds were not refunded in days In light of the above, we feel this matter has been satisfactorily resolvedThank you for contacting Luxottica Retail Sincerely, [redacted] 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 [redacted] , and have accepted the response from Luxottica RetailI have called MsW [redacted] and only received one voicemail from her, however, I received my trial lenses and I no longer will need to contact Luxottica or Sears regarding servicesThank you Regards, [redacted] ***

October 5, 2017Revdex.comAttn: [redacted] Re: [redacted] ***Dear Ms***:This is in response to Mr***' Rebuttal filed with your office.Again, we apologize for any frustration that Mr [redacted] has experiencedMsCindy G [redacted] Supervisor of Luxottica Warranty and Repair Center spoke to Mr [redacted] on October 2, and offered him a replacement pair of glassesHowever, Mr [redacted] states he was still dissatisfied with his experienceWe have forwarded his situation to the proper management and will use this an opportunity to coach the associates to give accurate information.Thanks again for contacting Luxottica Retail.Sincerely,Melissa H***Brand Support Luxottica

September 11, [redacted] We are in receipt of Ms***’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***, on the number provided and left two voicemailsMs [redacted] has not received a response back from Ms *** 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 / [redacted] Style Definitions */