Luxottica Retail North America

September 19, Revdex.com Attn: [redacted] Re: [redacted] ID# [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, Superstition Springs, Arizona Mr [redacted] states LensCrafters took his personal information and feels he is now going to be the victim of identity theft We apologize for any frustration that Mr [redacted] has experienced with this situationFeedback from our customers is appreciated Regional Manager, Lisa A [redacted] advised that the store needed to build a profile in the system to search his insurance to verify if LensCrafters accepted Mr [redacted] ’s particular plan MsA [redacted] explains that LensCrafters may accept certain plans from a provider and when Mr [redacted] presented his card they at first advised they did accept his insurance but after building his profile the system was unable to locate Mr [redacted] in our system MsA [redacted] advised that under HIPPA all of Mr [redacted] ’s information is protected In light of the above, we feel this matter has been satisfactorily resolvedThank you for contacting Luxottica Retail Sincerely, Erica R [redacted] Team Lead 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 find that this resolution is satisfactory to me The Regional Manager, Peter, called me 8/1/and they provided a full refund Very happy that they fixed this matter Regards, [redacted] ***

March 18, Revdex.comAttn: [redacted] @ [redacted] Re: [redacted] [redacted] Dear Ms [redacted] : We are in receipt of Ms [redacted] complaint filed with your officeLuxottica Retail’s vision is to provide legendary service We’re sorry Ms [redacted] feels we fell short of our goal and is dissatisfied with the service provided by Target Optical, C [redacted] located in [redacted] , **Ms [redacted] is unhappy with the amount of time it has taken, to complete her order of prescription eyeglasses and sunglassesMs [redacted] has waited over a month for the order and states that we have failed to keep our promise to deliver the ordersMs [redacted] states that she is not able to visit another optical place, since the store has used Flexible Spending AccountWe apologize for any frustration that Ms [redacted] has experienced with this situationFeedback from our customers is appreciated Optical Team Lead Jason [redacted] has spoken with Ms***Mr [redacted] has arranged for a full refund of $242.78, for Ms***’s order of sunglassesMs [redacted] will be receiving via a check and it is being sent to her home address we have on file Mr [redacted] advised that Ms [redacted] has picked up her order as of this week In light of the above, we feel this matter has been satisfactorily resolvedThank you for contacting Luxottica Retail Sincerely, Holly T [redacted] Brand Liaison

July 14, [redacted] Revdex.com Attn: [redacted] Re: [redacted] [redacted] Dear Ms [redacted] : We are in receipt of Ms [redacted] ’s rebuttal filed with your officeWe regret that Ms [redacted] feels we have not met his expectations Ms [redacted] ’s feedback is appreciated and has been forwarded to the appropriate member of managementRegional Manager Meghan [redacted] and customer service Escalation’s Specialist Clarice A***, have personally reached out to Ms [redacted] Ms [redacted] has agreed to replace Ms [redacted] ’s father’s eyeglasses for a fee of $under the Eyewear Protection PlanBoth Ms [redacted] and MsA [redacted] have documented this information in notes for the store and customer service to explain that this is approved as a onetime exceptionMs [redacted] has stated that she will bring her father in to be measured for the replacement eyewear, this weekend to the [redacted] Mall locationShould Ms [redacted] require any additional assistance, she may reach MsA [redacted] at [redacted] Thank you for contacting Luxottica Retail Sincerely, Holly T [redacted] Brand Liaison LensCrafters

October 3, Revdex.com Attn: [redacted] Re: [redacted] ID# [redacted] Dear [redacted] : We are in receipt of [redacted] ’s rebuttal filed with your officeWe regret that [redacted] feels we have not met her expectations Team Lead, Danielle Vadvised she can send a pre-paid mailer to [redacted] so she can send the glasses in for an evaluation MsVadvised that a physical evaluation gives the technician a clearer view for a more thorough evaluationMsVask that [redacted] call her at ###-###-#### to discuss further In light of the above, we feel this matter has been satisfactorily resolvedThank you for contacting Luxottica Retail Thank you for contacting Luxottica Retail Sincerely, Erica RConsultant Specialist Luxottica Consumer Shared Services

March 21, 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 serviceWe’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 not acknowledged during his visit, and that he may have been serviced out of turn We apologize for any frustration that Mr [redacted] has experienced with this situationFeedback from our customers is appreciatedThe regional manager for store ***, Thomas [redacted] , states that he made attempts to contact Mr [redacted] and left messages Mr [redacted] would be happy to speak to and resolve any concerns by Mr [redacted] , upon his return phone call In light of the above, we feel this matter has been satisfactorily resolvedThank you for contacting Luxottica RetailSincerely, Lindsay [redacted] Luxottica Retail

November 17, [redacted] *** [redacted] [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 Mason, OH Mr [redacted] states he sent his glasses into the Luxottica Warranty Center for a minor repair in August Mr [redacted] states he has never been contacted regarding his repair and when he tries to call he is on hold for an extended period of time 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 Mr [redacted] ’s sunglasses have been evaluated under Notification # [redacted] Ms [redacted] advised the temples have been found defective Ms [redacted] states they can either replace the temples at no cost or they are offering $credit towards a new pair of glasses Ms [redacted] ask that Mr [redacted] contact her at 1- [redacted] to place an order 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 Tell us why here

December 2, [redacted] *** [redacted] [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] ***, [redacted] North Carolina Mr [redacted] states when he first visited the store he asked for a quote for the cost of glasses after his insurance coverage was applied Mr [redacted] states he returned about a week later and after having an eye exam picked out they glasses he wanted Mr [redacted] states when he was rung out he was told he owed $more than what he was quotedMr [redacted] states he made the purchase even though the original price quote was not honored We apologize for any frustration that Mr [redacted] has experienced with this situationFeedback from our customers is appreciated Regional Manager [redacted] advised he spoke with Mr [redacted] and apologized for the experience he had Mr [redacted] advised he offered to refund Mr [redacted] the $difference in price In light of the above, we feel this matter has been satisfactorily resolvedThank you for contacting Luxottica Retail Sincerely, [redacted] Consultant, Consumer Support North Am [redacted] Consumer Operations

[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 Regards, ***l ***

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.Thank you very much for following this issue causing me great deal of concern and frustration, I been using insurance for many years and I never heard such explanation as why any provider check all information on my insurance card and accepting it to only tell me they can’t accept my insurance after they get all my personal information , I am sorry but their explanation didn’t convince me Regards [redacted]

September 19, Revdex.com Attn: [redacted] Re: [redacted] ID# [redacted] Dear Ms [redacted] : We are in receipt of Mr***’s rebuttal filed with your office We regret that Mr [redacted] feels we have not net his expectations Regional Manager, Marie G [redacted] has advised that she has tried to contact Mr [redacted] to discuss a refund but has not been able to get in contact with him Mr [redacted] can reach MsG [redacted] at ###-###-#### for further assistance In light of the above, we feel this matter has been satisfactorily resolvedThank you for contacting Luxottica Retail Sincerely, Erica R [redacted] Team Lead Luxottica Retail

My problem with LeensCraftersIncwas resolvedPlease cancel my complaint.Thank you[redacted] August 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] My problem with LeensCraftersIncwas resolvedPlease cancel my complaint.Thank you.Albert EpshteynAugust

The replacement lenses that I ordered on July were received on August - weeks after the original order despite being told at the time of ordering that I would be in possession of them within weeksIn the phone call I had with a representative from Luxottica approximately weeks ago now, a new IDENTICAL pair of sunglasses were offered and those have not yet been received as I refused to accept an IDENTICAL pair of sunglassesThis was in addition to Luxottica dragging their feet and taking over a month to return a phone call that I had placed with them (after having them tell me that I needed to contact them directly) in late August

July 13, Revdex.comAttn: [redacted] 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 service We’re sorry Mr [redacted] feels we fell short of our goal and is dissatisfied with the service provided by LensCrafters, [redacted] CENTER located in [redacted] **Mr [redacted] states he had eyewear made in January but they were incorrect and he was unable to see properly out of themMr [redacted] advised he did go back to the store and had the original pair remade with the help of the store manager but the remade pair lenses were hazy and lacked the Anti-Reflective coating he needsMr [redacted] was promised a call back from an Optometrist in houseMr [redacted] spoke with another Optometrist for the location and was advised the previous doctor stated he has GlaucomaMr [redacted] believes his eyewear has never been made correctly for proper usage and would like this remedied with a complete refund, to have his eyewear made elsewhere.We apologize for any frustration that Mr [redacted] has experienced with this situationFeedback from our customers is appreciated.Regional Manager Robyn A [redacted] , has personally reached out to Mr***Unfortunately Mr [redacted] was not able to speak with MsA [redacted] at lengthMsA [redacted] did provide her contact information for Mr [redacted] to contact her back, as his schedule permitsIn light of the above, we feel this matter has been satisfactorily resolvedThank you for contacting Luxottica RetailSincerely,Holly T [redacted] Brand LiaisonLuxottica Retail

Thanks for your email follon this I kid you not the glasses arrived today It could be coincidence but regardless thank you for whatever was done on your side! You can close this complaint out as the product was received and was in good condition.Thanks again! Better Business Bureau: 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]

February 15, Revdex.comAttn: [redacted] @ [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 [redacted] feels we fell short of our goal and is dissatisfied with the service provided by LensCrafters, [redacted] ***, **Mr [redacted] states the lenses he purchased on 01/06/are defectiveWe apologize for any frustration that Mr [redacted] has experienced with this situationFeedback from our customers is appreciated.Regional Manager Helen Ryfkogel offered the customer replacement of the lenses at a cost of $We have confirmed with the General Manager Christina G***, that Mr [redacted] has already visited the location to place the order for the replacement lensesMsGuese also advised us that Mr [redacted] purchased the offered protection plan for the new lenses as wellIn light of the above, we feel this matter has been satisfactorily resolvedThank you for contacting Luxottica Retail.Sincerely, Holly T [redacted] Brand LiaisonLensCrafters

Thank you for reaching out to meI was contacted later on by luxottica after I submitted my complaint about the lenses not being sent outThey informed they will be sending me replacement lenses at no costI would like to believe this has been resolved but until I receive these lenses I am not satisfiedKeep in mind two weeks ago I was told I was being sent replacement lenses but was notHopefully they are actually sending them out this time I understand that I can reopen my complaint if I do not receive the lenses as promised 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]

Yes, full refund has been received Date Sent: 11/14/12:16:AMRevdex.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.Unfortunately the company continual misled me as a buyerStating they have accomplished things they did not (like shipping the product different times), refused to handle my complaint in a timely manner (I called their corp offices several times and was told I would receive a call from a District manager but only received calls from the GM and other staff members that were causing the issues)The last straw was when said GM stated she would ensure the insurance was also taken care of (reimbursed back into the plan), it was notI again had to fight for the Right thing to be accomplishedAt the end of the day, did they finally 100% reimburse costs associated with this headache? YesBut it wasn't like they wanted to do the right thing by the customer at any part of this exchangeIf more collateral is needed to show history of this transaction and the length of time to handle it correctly is needed, please do not hesitate to ask.I have since received a phone call from the Company requesting that I stop the Revdex.com claimSeriously? Regards, [redacted]

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 apologize but I was in the hospital and unable to answer phone calls Please call me @ ###-###-#### Regards, [redacted]

March 14, Revdex.com Attn: [redacted] @cincinnati.Revdex.com.org Re: [redacted] [redacted] [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 Pittsburgh, PAMs [redacted] states that she has been dissatisfied with her eyewear purchase from November Ms [redacted] states that she has been unable to use her eyewear and is questioning the prescription and lens material in which they were made withMs [redacted] is requesting an exchange for the correct prescription and the type of lenses that will work for her to wear the eyewear on a continual every day basisWe apologize for any frustration that Ms [redacted] has experienced with this situationFeedback from our customers is appreciatedIt is my understanding that Regional Manager Bernie [redacted] has been able to speak with Ms [redacted] at length about her concernsMr [redacted] has offered Ms [redacted] an exchange of her eyewear and upgraded the type of lenses she will receiveMs [redacted] is only being charged half the cost of the upgraded amount, for a total of $Ms [redacted] s new eyewear will be mailed to her home address, once the order is completedIn light of the above, we feel this matter has been satisfactorily resolvedThank you for contacting Luxottica RetailSincerely, Holly T [redacted] Brand Liaison Luxottica Retail