Luxottica Retail North America

December 3, Revdex.com Attn: [redacted] Re: [redacted] Dear Ms [redacted] : We are in receipt of Ms [redacted] complaint filed with your office Luxottica 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, Clairemont Drive, in San Diego, California Ms [redacted] feels that her frame is defective We apologize for any frustration that Ms [redacted] has experienced with this situationFeedback from our customers is appreciated It is my understanding that management team at the University Towne Centre location has left a voicemail for Ms [redacted] offering to make a new pair of eyeglasses at no chargeShould Ms [redacted] need additional assistance with this matter, she may contact management back at [redacted] *** In light of the above, we feel this matter has been satisfactorily resolvedThank you for contacting Luxottica Retail Sincerely, [redacted] Luxottica Retail

September 19, Revdex.com Attn: [redacted] Re: [redacted] ID# [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 Sunglass Hut, Old [redacted] , [redacted] *** Ms [redacted] states she while making a purchase she was offered to apply for the Sunglass Hut VIP credit card Ms [redacted] states she was advised with an approval she would get an extra 20% off her purchase Ms [redacted] states after she was approved she was not able to use the card and is asking that she still get the 20% off plus months of no interest We apologize for any frustration that Ms [redacted] has experienced with this situationFeedback from our customers is appreciated [redacted] who finances the Sunglass Hut VIP card advised that at the time of application Ms [redacted] was not fully approved for a line of credit [redacted] Financial advised that more debit to credit history needed to be checked before approval Due to her line of credit not being fully approved Ms [redacted] was unable to pay for her purchase with the VIP card, therefore the 20% discount did not apply as this is a offer only available with the first purchase on the card Once Ms [redacted] uses her VIP card she will have a 20% discount apply to her purchase and will qualify for the no interest offer In light of the above, we feel this matter has been satisfactorily resolved Thank you for contacting Luxottica Retail Sincerely, Erica R [redacted] Team Lead Luxottica Retail

August 3, 2017Revdex.comAttn: [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 dissatisfied with the service provided by Sunglass Hut [redacted] , Florida.Mr [redacted] states his sunglasses were damaged and he is requesting a full refund or repair 100%.We apologize for any frustration that Mr [redacted] has experienced with his situationFeedback from our customers is appreciated.It is my understanding that our Regional Manager contacted Mr [redacted] 's wife, who made the purchase originallyShe will be visiting the Sunglass Hut location to exchange the Persol sunglassesShe was very happy that the Regional Manager contacted her and her husband about the situation.Thank you for contacting Luxottica Retail.Sincerely,Melissa H***Brand SupportSunglass Hut

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, Gary [redacted] I still do not understand...How is insurance a discount? My insurance pays insurance is not a discount!! AARP, however isso it’s only one discountnot 2! The store misreprents themselves saying [redacted] is acceptedit is not! This advertising is misleading and takes advantage of seniors with limited income AND insurancewhich we PAY FOR! Please explain!!

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.Despite my efforts to get in touch with ***, I have not received a response back from herMy voicemail went unanswered as did my several phone calls to the number provided Regards, [redacted] ***

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 LensCrafters [redacted] CenterWe regret we are unable to do as Mr [redacted] requests Mr [redacted] states LensCrafters failed to use his [redacted] discount on his purchaseHe is requesting that LensCrafters refund him in the amount of $ LensCrafters generally are not able to honor both a promotion and insurance benefits on the same purchaseThe majority of insurance companies, for which LensCrafters is a provider, receive a contractually predetermined discount on our retail pricingLike most optical providers, LensCrafters and insurance companies do not permit multiple discountingTherefore, coupons and national promotions are rarely applicable with insurance or vision benefits Thank you for contacting Luxottica Retail Sincerely, Nicole R [redacted] Brand Support LensCrafters

August 26, Revdex.com Attn: [redacted] Re: [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, [redacted] located in [redacted] ** Mr [redacted] states he placed an order for eyeglasses for his mother in lawMr [redacted] advised the store the eyewear was needed promptly by August 19th, before they were to return back to the [redacted] Mr [redacted] is upset as they were told after the order was placed, it would not be ready for 7-business days at around the 22ndMr [redacted] would like a full refund for the order as the store did not meet the expected and promised needs We apologize for any frustration that Mr [redacted] has experienced with this situationFeedback from our customers is appreciated General Management of the location has attempted to reach Mr [redacted] to discuss this issueA voice mail was left on Mr***’s phone numberWe show the eyewear has been picked up as of 08/18/Should Mr [redacted] need additional assistance, we ask that he please call ###-###-#### option and ask to speak with a member of our Escalation’s Specialist team 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

June 10, 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 Sunglass Hut Mr [redacted] feels that he was mistakenly charged for a purchase that was returned to us We apologize for any frustration that Mr [redacted] has experienced with this situationFeedback from our customers is appreciated It is my understanding that the purchase amount of $has been refunded The refund was requested on 5/17/and settled on 5/18/ Sunglass Hut has not received any other funds regarding this purchase In light of the above, we feel this matter has been satisfactorily resolvedThank you for contacting Luxottica Retail Sincerely, Andrew S [redacted] Escalations Specialist Luxottica Retail Tell us why here

September 27, Revdex.com Attn: [redacted] Re: [redacted] ID# [redacted] Dear [redacted] : We are in receipt of [redacted] ’s 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 Luxottica Warranty and Repair Center in Mason, OH [redacted] states that her sunglasses broke due to a defective [redacted] filed a digital image claim with Luxottica Warranty Center and the glasses were found non defective [redacted] states her glasses are defective and is asking for a replacement pair of sunglasses We apologize for any frustration that [redacted] has experienced with this situationFeedback from our customers is appreciated Team Lead, Danielle Vstates she had the technician complete a digital re-evaluation and the glasses were found to be non-defective MsVadvised the offer to replace the glasses with a new pair would be at a 40% discount MsVstates [redacted] can send the glasses into the warranty center for a physical re-evaluation if she is not happy with the standing offer In light of the above, we feel this matter has been satisfactorily resolvedThank you for contacting Luxottica Retail Sincerely, Erica RTeam Lead Luxottica Consumer Shared Services

September 20th, Revdex.com Attn: [redacted] Re: [redacted] ID# [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 fell short of our goal and is dissatisfied with the service provided by the Pearle Vision in Everett, WA Ms [redacted] states the length of time it is taking to receive her daughter’s glasses is unacceptable We apologize for any frustration that Ms [redacted] has experienced with this situationFeedback from our customers is appreciated We spoke to the store and they advised Ms***’s daughter’s glasses were dispensed to her on Sept1st She also advised the customer was given free Anti-reflective coating on her glasses In light of the above, we feel this matter has been resolvedThank you for contacting Luxottica Retail Sincerely, DeAnna P [redacted] Escalation Specialist LensCrafters

September 9, 2016 RevDex.comAttn: [redacted] Re: [redacted] *** [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’re sorry Mr. [redacted] feels we fell short of our goal and is dissatisfied with the service provided by Sunglass Hut [redacted] located in [redacted] **.Mr. [redacted] states he was promised a credit of $40 for sunglasses he purchased during a sale. Mr. [redacted] advised he never received a call back from a Supervisor as promised and has to keep contacting customer care for any hopes of resolution. Mr. [redacted] is unhappy with his experience for both the store and customer service. Mr. [redacted] states he has called customer care several times and has gotten nowhere. Mr. [redacted] would like the credit he was promised.We apologize for any frustration that Mr. [redacted] has experienced with this situation. Feedback from our customers is appreciated.Supervisor James W [redacted] called Mr. [redacted] on 04/14/2015 and offered customer a 20% discount for next purchase. Mr. W [redacted] states he would contact the store Mr. [redacted] wanted to visit, to have management honor the discount. Mr. [redacted] stated he would like a $60 gift card to be sent to him. Regional Management would not approve a gift card for Mr. [redacted] . Erica R [redacted] another Supervisor in customer care also spoke with Mr. [redacted] 04/17/2015 and agreed to honor the 20% discount. Mr. [redacted] would not agree on a store location for us to contact. Ms. R [redacted] had a 20% discount mailed to Mr. [redacted] ’s address on file.In light of the above, we feel this matter has been satisfactorily resolved. Thank you for contacting Luxottica Retail.Sincerely,Holly T [redacted] Brand LiaisonLuxottica Retail

Per phone call:"The business has resolved my complaint.Thank you" 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] ***

Hello [redacted] I wanted to send an update regarding the complaint I filed on Revdex.comAs of This Sunday Apr 2016, the Lenscrafters store in [redacted] has rectified the issueI was contacted by the GM of the store on March 28th to speak to me about the issues I had experiencedShe was professional and understood my point of view and took full responsibility of the drop in serviceShe contacted me again a few days later and confirmed that Lenscrafters will produced my rx sunglasses at no chargeThe item will be ready days from thenI received a text and phone call from the store on Fri Apr informing me that the item was ready for pick upI proceeded to visit the store and pick up my sunglasses where I met the GMShe again apologized for the issues I experienced and thanked me for giving Lenscrafters the opportunity to keep me as a customer.Please close this case as I believe Lenscrafters has rectified the issue.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]

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 Melissa called me this morning at 9:52amBecause I had a meeting to attend, I asked her to connect at 11am, and she agreedI called her back at 11am twice but couldn't reach her Regards, [redacted] ***

September 8, Revdex.com Attn: [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 www[redacted] .com customer service Ms [redacted] states her mother placed an order as a Christmas gift but it was canceled due to the billing and shipping address being mismatchedMs [redacted] states her mother’s address was used for the billing but her address was the shipping addressMs [redacted] would like the original discount of 30% to be honored, for a new order to be placed We apologize for any frustration that Ms [redacted] has experienced with this situationFeedback from our customers is appreciated [redacted] a customer service agent has tried to contact Ms [redacted] Unfortunately all attempts to reach Ms [redacted] have been unsuccessfulMs [redacted] is able to honor the 30% discount originally available during the time of her orderWe ask Ms [redacted] to please contact us at ###-###-#### In light of the above, we feel this matter has been satisfactorily resolvedThank you for contacting Luxottica Retail Sincerely, [redacted] Brand Liaison Luxottica Retail

July 25, Revdex.comAttn: [redacted] Re: Nanci [redacted] Dear Ms***: We are in receipt of Ms [redacted] s complaint filed with your officeWe’re sorry Ms [redacted] feels we fell short of our goal and is dissatisfied with LensCrafters [redacted] *** in [redacted] Ms [redacted] is requesting a replacement on her lenses at no chargeShe states the coating is defectiveWe apologize for any frustration that she has experienced with this concernFeedback from our customers is appreciatedMs***, our records show that Ms [redacted] purchased her eyewear on February 13, Our Regional Manager, Helen, contacted Ms [redacted] personally and offered her a 50% off discount on a complete pair of glasses with a current prescriptionAlso, I spoke to Ms [redacted] today to address her concernsShe expressed she is declining the 50% offer We regret we are unable to satisfy Ms [redacted] with her concernsShould Ms [redacted] choose to take advantage of the 50% offer, we will be happy to assist her and extend this offer until January 31, Thank you for contacting Luxottica RetailSincerely, Melissa H***Brand SupportLiaison to the Executive OfficeLensCrafters

December 2, Revdex.com Attn: [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 LensCrafters, [redacted] *** Ms [redacted] states that after buying glasses she was having trouble seeing with them Ms [redacted] states the store ordered her a new pair but she is still having trouble seeing clearly We apologize for any frustration that Ms [redacted] has experienced with this situationFeedback from our customers is appreciated Regional Manager, [redacted] advised that she spoke with Ms [redacted] and she will be visiting the store this Saturday to have lenses remadeMs [redacted] advised for the trouble and inconvenience of the drive back and forth she will be providing Ms [redacted] with a $gift card 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

Hello, I am writing regarding my complaint against Lenscrafters at [redacted] in [redacted] ** ID [redacted] .My lens has been replaced, but only because my husband took my glasses in and demanded they repair themHe was still treated poorly, the woman insisted the glasses were dropped, which they were not The lens cracked after only having them for one week.I really do not want anyone to contact me from Lenscrafters, I am very dissatisfied and will just never return.There is nothing I want from them I appreciate the help I have received from the Revdex.com, thank you 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]

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 purchased a pair of eye glasses from Lens Crafters at [redacted] on April 10, I never received these glasses but they claim that I did.I disputed the charge on my credit card and received a refund of this amount Lens Crafters received payment from EyeMed and OPERS and never refunded this payment and still claim that I received these glasses when in fact I never did.Not only does this payment from the insurance prevent me from getting glasses from another company because my benefit has been used for this two year period, I feel this constitutes insurance fraud on their part and this issue needs to be addressedPlease find enclosed receipt and credit card dispute form.Desired resolution: LensCrafters admit their mistake and refund my vision insurance payment to EyeMed and OPERS.Sincerely, [redacted] ***

February 12, Revdex.comAttn: [redacted] T [redacted] @ [redacted] Re: [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, [redacted] , CaliforniaMr [redacted] states that he did not receive AccuFit digital measurements or one hour serviceWe apologize for any frustration that Mr [redacted] has experienced with this situationFeedback from our customers is appreciatedIt is my understanding that Mr [redacted] was contacted regarding his concern and refundedIn light of the above, we feel this matter has been satisfactorily resolvedThank you for contacting Luxottica RetailSincerely, Jamie H***Brand LiaisonLuxottica Retail