Luxottica Retail North America Inc.

The delayed response was due to the fact that Lenscrafters did not have prescription glasses available for pick-up until this past week.       * Has the company addressed the issues of this dispute?  Yes.            * 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]

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 primary issue with me is that I was not properly informed of ANY disclaimer about the insurance.  I was informed that they would be phonetically determining my benefits from [redacted] to see what the best coverage I could get.  This was after I declined their promotional offer as no one knew that it was somehow a better deal as no one knew what my actual coverage would be at the time of the appointment.  I was told that they would follow up on Mon, after the weekend, and let me know.  Monday afternoon I called and asked what they had found out and was told that they were still checking and they would let me know.  On Wednesday I called again and was told that I knew on the day of the appointment that [redacted] was NOT accepted by them and they were NOT following up any further.  I had informed them that I was under a time constraint with changing medical coverage and needed to get this done before the new year.  The person I spoke to was very curt and discourteous basically inferring I was at fault for not accepting their special.  I felt totally disrespected by this person on the phone.  I felt that I was directed towards their promotional without any real concern for whether I had insurance or not, just sell the special was their focus.  When I did not opt for their promotion, they stopped any and all efforts to assist me.  They were NOT going to call me back, just leave me hanging not knowing whether or not there was any viable alternatives.  NO DISCUSSION, NO COMPASSION, NO CUSTOMER SERVICE.  I even showed up with a picket sign for an hour or two a day for several days and no one would come out and talk to me.  No managers, doctor, sales person, NO ONE cared enough to talk to me about my feelings or issues.       I have already bought the glasses from another provider.  This company needs to acknowledge their poor customer service and have the responsible parties apologize and get some training on how to treat people with respect.  As a disabled veteran, respect is more important than money.  They can put their $25 dollars where the sun don't shine.  I want an apology and the assurance that other customers aren't subject to their coercive practices and lack of care.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

September 19, 2016     Revdex.com Attn: [redacted]   Re: [redacted] ID# [redacted]                      Dear Ms. [redacted]:...

  We are in receipt of Ms. [redacted]’s complaint filed with your office. Luxottica 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 Sunglass Hut, Old [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 8 months of no interest.    We apologize for any frustration that Ms. [redacted] has experienced with this situation. Feedback 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

Luxotica now has sent me a new pair of sunglasses, that perfectly replace the ones I sent in.  Thank you Revdex.com, without you I'm sure there would not have been a response/resolution!
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.
The root cause of the defect is clearly a manufacturing issue. Giving me a discount on the repair rather than fixing it is not an acceptable solution to me. These are very expensive sunglasses that use glass lenses rather than traditional polycarbonate lenses. Glass is prone to failure especially with edge defects. This defect clearly stems from the edge of the lens near the manufacturer's laser engraving. This 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]

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 conversation. I regret  that your experience at LensCrafters has not met your expectation and we will absolutely grant the partial refund of $150.00...

cash for the below purchase.5/29/2015 12:01 PM Sale Order# [redacted] As agreed, you will come into the Bristol, Virginia store on Friday, June 19 to pick up the new glasses made with transitions/Anti-reflective lenses in a grey frame along with the $150.00 cash refund. In addition, you will leave with us the incorrect pair in which Mr. [redacted] has been wearing. In 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 Friday. Thank you for bringing this experience to our attention as our goal is to create great customer experiences at LensCrafters. Have a great week! [redacted]
Regional General Manager, 38Lens Crafters[redacted]

July 25, 2017 Revdex.comAttn: [redacted] Re: Nanci [redacted] Dear Ms. [redacted]: We are in receipt of Ms. [redacted]s complaint filed with your office. We’re sorry Ms. [redacted] feels we fell short of our goal and is dissatisfied with LensCrafters [redacted]...

[redacted] in [redacted] Ms. [redacted] is requesting a replacement on her lenses at no charge. She states the coating is defective. We apologize for any frustration that she has experienced with this concern. Feedback from our customers is appreciated. Ms. [redacted], our records show that Ms. [redacted] purchased her eyewear on February 13, 2015. Our Regional Manager, Helen, contacted Ms. [redacted] personally and offered her a 50% off discount on a complete pair of glasses with a current prescription. Also, I spoke to Ms. [redacted] today to address her concerns. She expressed she is declining the 50% offer.  We regret we are unable to satisfy Ms. [redacted] with her concerns. Should Ms. [redacted] choose to take advantage of the 50% offer, we will be happy to assist her and extend this offer until January 31, 2018. Thank you for contacting Luxottica Retail. Sincerely, Melissa H[redacted]Brand SupportLiaison to the Executive OfficeLensCrafters

November 17, 2016     [redacted]
 
[redacted]
 
[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 LensCrafters, Mall at Millenia, Orlando Florida.   Mr. [redacted] states he made a purchase for Cartier glasses on October 24, 2016 and was told the lenses could be made in the specific color and style he was requesting with his prescription.  Mr. [redacted] states a few days later he was called and advised the lenses could not be made in the color and style he wanted. Mr. [redacted] states he paid with his Care credit card and when he was called about the lenses he asked for the order to be canceled and his credit card refunded.  Mr. [redacted] states he has not received his refund to date.   We apologize for any frustration that Mr. [redacted] has experienced with this situation. Feedback from our customers is appreciated.   I partnered with Luxottica’s sales audit department and Synchrony Bank’s Client Service manager and was advised that $883.99 was refunded back to Mr. [redacted]’s Care credit card on November 10, 2016.   In light of the above, we feel this matter has been satisfactorily resolved. Thank you for contacting Luxottica Retail.     Sincerely,     [redacted] Consultant, Consumer Support North America Consumer Operations

August 18, 2016   Revdex.comAttn: [redacted]Re: [redacted]    [redacted]Dear Ms. [redacted]:We are in receipt of Ms. [redacted]’s complaint filed with your office. Luxottica 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 Sunglass Hut online customer service. Ms. [redacted] states she placed an order for sunglasses with her local store. Ms. [redacted] is upset her order was canceled, per the item was out of stock. Ms. [redacted] advised her credit card was charged for an order she never received product for. Ms. [redacted] would like to be refunded per she never received an order. We apologize for any frustration that Ms. [redacted] has experienced with this situation. Feedback from our customers is appreciated.Laura C[redacted] manager for our online department states a refund check  of $167.63 was sent to Ms. [redacted] and has been delivered as of 08/15/2016, tracking [redacted]. Ms. C[redacted] also advised a complimentary gift card was sent with the check, for the inconvenience Ms. [redacted] experienced.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

[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 Retail. I have called Ms. W[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 services. Thank you.
Regards,
[redacted]

I'm contacting you about the above listed complaint for lens crafters I would like to drop the complaint for lens crafters called me after you called them and took care of the problem for me so thank you for your quick response to my letter it would never had been addressed that quickly without your...

help.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]

May 10, 2018 Revdex.comAttn: [redacted]
[redacted] Re: [redacted] Dear Ms. [redacted]: This is in response to Ms. [redacted]’ complaint filed with your office. We’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, Arizona. Ms. [redacted] states she had issues with her right lens. She is requesting a partial refund in the amount of $621.66. We apologize for any inconvenience that Ms. [redacted] has experienced with her situation. Feedback from our customer is appreciated. Ms. [redacted], I personally contacted Ms. [redacted] today and addressed her concerns. She expressed that Mr. Joseph T[redacted], SMM, made an effort to assist her. However, at this point , her only request is to receive a refund. I advised Ms. [redacted] that I will be happy to assist her with a Home Office refund check in the amount of $421.66. Ms. [redacted] should receive her check within 7-10 business days. In light of the above, we feel this matter is satisfactorily resolved. Thank you for contacting Luxottica Retail. Sincerely, [redacted]Brand SupportLensCrafters

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 for the delayed response but I have been traveling  and have been unable to respond.  While they did agree to replace the glasses without the up charge for the replacement, which in PART is acceptable, they did not agree to pay the shipping expenses to return their defective product.  Why should I have to pay for the shipping of a defect caused by their manufacturing?  Isn't that what warranties are for?  The glasses are just over 1/4 of the way through their 2 year warranty.  They need to provide a shipping label and/or reimbursement for the return product as stated in their agreement.Regards,
[redacted]

May 1, 2017    Revdex.com Attn: [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.   Mr. [redacted] states that he purchased sunglasses on 4/1/17 with his debit card.  Mr. [redacted] states that he returned because the store would not price match.  Mr. [redacted] states that he was told that he would get refund check and not credit on his debit card.  Mr. [redacted] states that he reluctantly agreed and was told 5 days.  Mr. [redacted] states that he called the store after 6 days and was told 7-10 days.  Mr. [redacted] states that he emailed and called Customer Care for assistance and requested the supervisor call him to resolve this situation.  Mr. [redacted] states that he’s not received a refund or a call back from the supervisor.    We apologize for any frustration that Mr. [redacted] has experienced with this situation. Feedback from our customers is appreciated.   Erica [redacted], Supervisor of Sunglass Hut Customer Care, spoke to Mr. [redacted] and apologized for his experience.  Ms. [redacted] states that she confirmed that Mr. [redacted] received his refund check on Saturday, April 29, 2017.       In light of the above, we feel this matter has been satisfactorily resolved. Thank you for contacting Luxottica Retail.   Sincerely,   Lindsay [redacted] Luxottica Retail

October 5, 2017   Revdex.com Attn: [redacted]   Re: [redacted]   Dear Ms. [redacted]:   We are in receipt of Mr. [redacted]’s complaint filed with your office. We’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 $112.00. He only paid $186.00 at the time of purchase. He is requesting the product returned or replaced.   We apologize for any frustration that Mr. [redacted] has experienced. Feedback 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 defect. However, in the spirit of customer service excellence, Ms. [redacted] replaced his sunglasses as a one-time courtesy. Mr. [redacted] should receive his sunglasses within 7-10 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 resolved. Thank you for contacting Luxottica Retail.   Sincerely,   Melissa H[redacted] Brand Support Luxottica

April 21, 2016    Revdex.com Attn: [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 service. We’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 replaced. We apologize for any frustration that Mr. [redacted] has experienced with this situation. Feedback from our customers is appreciated. It is my understanding that upper management has been able to address Mr. [redacted]’s concerns and is working to replace the frame at no cost. In light of the above, we feel this matter has been satisfactorily resolved. Thank you for contacting Luxottica Retail. Sincerely, Andrew [redacted] Escalations Specialist Luxottica Retail

My problem with LeensCrafters. Inc. was resolved. Please cancel my complaint.Thank you.[redacted]August 30. 2015.
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 LeensCrafters. Inc. was resolved. Please cancel my complaint.Thank you.Albert EpshteynAugust 30. 2015.

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 spoke with Melissa on 07/26/17 approx. 9:11am ([redacted] standard time) and explained my concerns along with a resolution of a full refund as I was required to purchase new frames & lens out of pocket with another company. I no longer have use for frames and lens purchased with Lenscrafters in May that I been having issues and they have tried to correct 4 separate times. My prescription required me to use glasses on a daily basis at all times. I also spoke with my insurance company regarding my concerns. Lenscrafters exhausted my frame benefits for two years (per my vision benefit). The representative stated that Lenscrafters can either refund the insurance company or myself what the insurance company paid out ($325 plus).Melissa stated she needed a few more days to follow up with the regional manger (Danielle) and requires an approval from her to reissue a refund. Melissa will follow up me next week as the regional manger is out on "PTO". The resolution is still pending and I will update Revdex.com along with my insurance company of the outcome when I am advised.
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. 
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; with a few corrections:The two stores with poor customer service were Westland Mall and Southfield (telegraph/12 mile), not the Fairlane Mall location (it's been closed for more than a year!)Additionally, no refund was provided because after the inconvenience I went back to the Southfield store to have the replacement lens completed (a much better experience) surprisingly Kathleen had no problems finding my son's information in the system.I am still waiting for the formal letter of apology.  
Regards,
[redacted]