Luxottica Retail North America

[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, [redacted]

Mrs [redacted] : It was a pleasure to speak with you this morning and I apologize for the background noise that caused a disruption in our conversationI regret that your experience at LensCrafters has not met your expectation and we will absolutely grant the partial refund of $ cash for the below purchase.5/29/12:PM Sale Order# [redacted] As agreed, you will come into the Bristol, Virginia store on Friday, June to pick up the new glasses made with transitions/Anti-reflective lenses in a grey frame along with the $cash refundIn addition, you will leave with us the incorrect pair in which Mr [redacted] has been wearingIn the event Holly is not at the store, I have spoken with her to be sure that the team is aware and ready to help on FridayThank you for bringing this experience to our attention as our goal is to create great customer experiences at LensCraftersHave a great week! [redacted] Regional General Manager, 38Lens Crafters [redacted] [redacted]

January 14, Revdex.com Attn: [redacted] @ [redacted] Re: [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, [redacted] Professional Plaza, [redacted] ** Mr [redacted] states that he feels he should receive a promotion for eyeglasses in addition to his vision benefit coverage Mr [redacted] also states he was not offered any assistance with this concern while in store We apologize for any frustration that Mr [redacted] has experienced with this situationFeedback from our customers is appreciated Mr [redacted] ’s vision plan through [redacted] does not permit optical retailers to combine vision benefits with the retailer’s in store promotion This is the case for most vision insurance companies, and is also included in the disclaimer on our in store promotionsThe General Manager of the [redacted] Professional Plaza, LensCrafters, Chris K***, states he checked Mr [redacted] ’s vision benefits through [redacted] MrK [redacted] found that the in store promotion of $for a complete pair of glasses was less expensive than utilizing Mr [redacted] ’s vision benefits for the purchaseMrK [redacted] would like to offer Mr [redacted] an additional discount of $25.00, off the $complete pair package in the interest of customer service If Mr [redacted] has additional questions or concerns he may reach Mr K [redacted] 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 LensCrafters

The company has an allowance for glass frames up to $ The frames that I got were only $ Seems like basic sense that a legit company would only charge for the allowance that was used,

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 They offered nothing and consider the matter closedThis is the WORST response to a consumer complaint I have ever even heard aboutAbsolutely shamefulFor the record I did not ask that MY information be removed, but that they remove the personal information of a former employee (her name and cell phone) These people are sm Regards, [redacted]

Since the last update on 07/27/17, I spoke with Mario the sales manager at Lenscrafter (in store)Who has agreed to do a full refundMario processed a refund for my portion and will send the receipt via ***I was told my insurance portion will go back to my insurance carrier ( [redacted] but it would take some timeI will follow up with my insurance in - weeks to make sure the refund has been processed / issued and that my benefits have been reinstatedI really appreciate Mario taking the time to reaching out and having the willingness to make things rightEven through all my bad experiences with Lenscrafter I'm glad to have worked with Mario and come to an agreement / solution

April 28, Revdex.com Attn: [redacted] Re: [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 her expectations Ms [redacted] states that her insurance benefits were not properly applied to her orders We apologize for any frustration that Ms [redacted] has experienced with this situationFeedback from our customers is appreciated It is my understanding that Sharon J***, a Regional Manager, has been in contact with Ms [redacted] , has verified Ms [redacted] ’s insurance benefits at the time, and has confirmed that those benefits were applied properly to the order The requested refund would not be available under these circumstances In light of the above, we feel this matter has been satisfactorily resolvedThank you for contacting Luxottica Retail Sincerely, Andrew S [redacted] Escalation Specialist Luxottica Retail

June 8, Revdex.com Attn: [redacted] .***@ [redacted] Re: [redacted] Dear Ms***: We are in receipt of Ms [redacted] ’s 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 [redacted] in [redacted] ** Ms [redacted] states that her daughter’s eyeglasses broke 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] was contacted regarding her concernMs [redacted] was invited back to the store to have the frame replaced, free of charge In light of the above, we feel this matter has been satisfactorily resolvedThank you for contacting Luxottica Retail Sincerely, [redacted] Escalations Specialist [redacted] / [redacted] Style Definitions */

September 15, Revdex.com Attn: [redacted] Re: [redacted] ID# [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] s, [redacted] ** Mr [redacted] states LensCrafters failed to deliver his glasses in the time originally stated and that once he picked up the glasses the frames were not frames directly from the warehouse as he had requested We apologize for any frustration that Mr [redacted] has experienced with this situationFeedback from our customers is appreciated Regional Manager, Dominique S [redacted] advised that Mr [redacted] was in the LensCrafters store on September 7th and worked with General Manager, Carlos D [redacted] MsS [redacted] advised that Mr***’s glasses were dispense to him by MrD [redacted] and he was given a discount of 50% off his purchase 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

May 10, Revdex.comAttn: [redacted] Re: [redacted] Dear Ms***: This is in response to Ms [redacted] ’ complaint filed with your officeWe’re sorry Ms [redacted] feels we fell short of our goal and is dissatisfied with the product provided by LensCrafter’s Surprise Towne Center in Surprise, ArizonaMs [redacted] states she had issues with her right lensShe is requesting a partial refund in the amount of $We apologize for any inconvenience that Ms [redacted] has experienced with her situationFeedback from our customer is appreciatedMs***, I personally contacted Ms [redacted] today and addressed her concernsShe expressed that MrJoseph T***, SMM, made an effort to assist herHowever, at this point , her only request is to receive a refundI advised Ms [redacted] that I will be happy to assist her with a Home Office refund check in the amount of $Ms [redacted] should receive her check within 7-business daysIn light of the above, we feel this matter is satisfactorily resolvedThank you for contacting Luxottica RetailSincerely, [redacted] ***Brand SupportLensCrafters

November 30, [redacted] *** [redacted] [redacted] We are in receipt of Mr [redacted] ’s rebuttal filed with your office We regret that Mr [redacted] feels we have not met his expectations Mr [redacted] states he is still waiting for his refund as promised We apologize for any frustration that Mr [redacted] has experienced with this situationFeedback from our customers is appreciatedI partnered with Luxottica’s sales audit department and Synchrony Bank’s Client Service manager and was advised that $was refunded back to Mr [redacted] ’s Care credit card on November 10, Sales audit has reconfirmed the release of the funds back to Mr [redacted] ’s account November 10, Synchrony Bank, the financer of the Care Credit card has advised that it can take up to business days before Mr [redacted] sees the refund back into his account In light of the above, we feel this matter has been satisfactorily resolvedThank you for contacting Luxottica Retail Sincerely, [redacted] Consultant, Consumer SupportNorth America Consumer Operations Tell us why here

December 16, Revdex.com Attn: [redacted] Re: [redacted] ID# [redacted] Dear Ms [redacted] : We are in receipt of Mr [redacted] ’ rebuttal filed with your office We regret that MrMr [redacted] feels we have not met his expectations Mr [redacted] states that our reply did not address his concerns regarding the determination that his glasses were found to not be defective We apologize for any frustration that Mr [redacted] has experienced with this situationFeedback from our customers is appreciated The digital images Mr [redacted] sent in were evaluated twice and both evaluations found the same damage The lenses in the frame were found to have scratches or pits on the front surface which is consistent with age and wear and tearThe frame also showed scratched or scuffs and the frame was cracked on the left eye near the bridge which is caused from an unnatural pressure or improper insertion or removal of the lenses or improper adjustment The damage to the lenses and frames were found to be non-defective 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

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]

November 8, Revdex.com Attn: [redacted] Re: [redacted] ID# [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 Sunglass Hut, [redacted] Mr [redacted] states he purchased a pair of [redacted] ***’s from Sunglass Hut in and thought they had a lifetime warranty After returning to the store Mr [redacted] states he was advised there was nothing they could do We apologize for any frustration that Mr [redacted] has experienced with this situationFeedback from our customers is appreciated Allison Adams, Regional Manager advised that her Regional Trainer, Lisa contacted Mr [redacted] and they are replacing his [redacted] ’s with a new pair Ms***’s advised Mr [redacted] will be contacted once the glasses have arrived at the store In light of the above, we feel this matter has been satisfactorily resolvedThank you for contacting Luxottica Retail Sincerely, Erica [redacted] Consultant, Consumer Support North America Consumer Operations Luxottica 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 have NEVER RECEIVED ANY APOLOGY from the women who called me names and swore at me I should not have been forced to pay for glasses that took almost weeks to receive, particularly as NO ONE FROM CORPORATE could bother with contacting me No one acknowledged their mistakes, no one even attempted to contact me to discuss the matter Pearle Vision should refund my money as a courtesy for the incredible lack of customer service I would have been fired on the spot if I had sworn repeatedly at a customer, repeatedly hung up, BANNED SAID CUSTOMER from entering the store to RECEIVE THEIR PURCHASED ITEM, and then making me pay for the privilege of buying glasses that they repeatedly screwed up I was told I could not call the store to check status, and I could not return to the store until expressly told to do so How was I supposed to receive my daughter's glasses? I DID YOUR STORE A FAVOR BY SHOPPING THEREREMEMBER YOUR CUSTOMERS - WHO ARE LEGITIMATELY ANGRY BECAUSE YOU SCREWED UP THEIR CHILD'S ORDER NOT ONCE BUT TWICE!! - DESERVE TO BE TREATED RESPECTFULLY AND TO RECEIVE THEIR PURCHASED ITEM WITHOUT DRAMAAs a result of Pearle Vision's employees blocking me from the store, I was forced to purchase MORE GLASSES at another retailer, which are non-refundable I should not have been forced to purchase sets of eyeglasses for my year old daughter because the employees have no regard for customers and have zero consequences for their behavior I would like an apology, and a full refund ASAPPlease contact me to discuss payment 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.Due to the company's failure to address the issue in a timely manner initially, I was left with no choice but to purchase new sunglassesFurthermore, since by now the model of the sunglasses I had purchased have been discontinued and through my research there is no other pair that is comparable, anything but full refund is unacceptable Regards, [redacted] ***

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] ***

January 9, Revdex.comAttn: [redacted] Re: [redacted] Dear Ms***: This is in receipt of Ms [redacted] ’s complaint filed with your officeWe apologize for any frustration that Ms [redacted] has experiencedFeedback from our customers is appreciatedMs***, our Sunglasshut.com on-line team attempted to contact Ms [redacted] with no successSunglasshut.com would like to gain further information in order to assist her betterShould Ms [redacted] need further assistance, she can contact ###-###-####Thank you for contacting Luxottica RetailSincerely, Melissa H***Brand SupportLuxottica

October 2, [redacted] *** [redacted] We are in receipt of Ms [redacted] ’s complaint filed with your office We apologize for any frustration that Ms [redacted] has experienced with this situation Ms [redacted] stated that she did not receive her refund check I have personally attempted to contact Ms [redacted] via email to confirm she received the refund check as we are showing the check has been deliveredI have not received confirmation from Ms [redacted] via email Should Ms [redacted] need additional assistance with this matter, she may contact me directly at [redacted] or reply to me via email at [redacted] @luxotticaretail.com Thank you for contacting Luxottica Retail Sincerely, [redacted] Escalation Specialist Luxottica Retail

Tell us why here...January 18, Revdex.comAttn: [redacted] Re: [redacted] ID# [redacted] Dear Ms [redacted] : We are in receipt of Mr***’ rebuttal filed with your officeWe regret that Mr [redacted] feels we have not met her expectations Mr [redacted] states he has not received any resolution from his complaint and that Target Optical is deceitful We apologize for any frustration that Mr [redacted] has experienced with this situationFeedback from our customers is appreciatedTarget Optical Regional Manager [redacted] has left a message with the customer and offered additional assistanceThe regional partnered with the manager of the store who also stated Mr [redacted] was offered resolution; management offered to replace the frames that he received with the “made in Italy” frames from the display boards when Mr [redacted] initially expressed his concernAt this time, the Regional Manager is waiting for response from the customer and has also reached out via email on 01/17/In light of the above, we feel this matter has been addressed to the best of Target Optical’s abilityThank you for contacting Luxottica Retail Sincerely, Andrew E***Consultant Luxottica Retail