Luxottica Retail North America

February 8, Revdex.com Attn: [redacted] Re: [redacted] Dear Ms***: We are in receipt of Mr***’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 the Avenue at [redacted] in [redacted] Mr [redacted] states he was misled information on the Protection Plan policy (EPP) at the time of purchaseHe is requesting a refund, along with an apology We apologize for any frustration that Mr [redacted] has experienced with his situationFeedback from our customers is appreciated Ms***, we regret there was a communication gap with Mr***’s purchaseIt is my understanding that MrStuart W [redacted] , Regional Manager contacted Mr [redacted] on January, 15, and spoke about his concernsHe offered an apology as wellShould Mr [redacted] need further assistance, MrWallace can be contacted at ###-###-#### Thank you for contacting Luxottica Retail Sincerely, Melissa H [redacted] Brand Support LensCrafters

[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 10719821, and find that this resolution is satisfactory to me Regards, Frank Woodworth

October 26, Revdex.com Attn: [redacted] [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***’s feedback is appreciated and has been forwarded to the appropriate member of management [redacted] , a member of upper management, attempted to contact Ms [redacted] during the week of September 28, and during the week of October 16, with no success [redacted] would like to further discuss Ms***’s concernsTherefore, we stand behind our response dated October 5, Should Ms [redacted] need additional assistance with this matter, she may contact [redacted] back directly at [redacted] *** Thank you for contacting Luxottica Retail Sincerely, [redacted] Escalations Specialist Luxottica Retail

July 18, Revdex.com Attn: [redacted] Re: [redacted] # Dear Ms [redacted] : We are in receipt of Ms***’s complaint filed with your office Luxottica Retail’s vision is to provide legendary customer serviceWe’re sorry Ms***’s feels we fell short of our goal and is dissatisfied with the service provided by the LensCrafters Reynoldsburg in Reynoldsburg, Ohio Ms [redacted] states she made a purchase for herself and her sonShe was told by the associates that she could be reimbursed on her FSA accountsShe has not heard from any associates about this situation We apologize for any frustration that Ms [redacted] has experienced with this situationFeedback from customers is appreciated Ms [redacted] , please have Ms [redacted] contact the General Manager, Barry D***He can be reached at ###-###-####, he will be happy to assist Ms ***’s Thank you for contacting Luxottica Retail Sincerely, Melissa H [redacted] Escalation Specialist Brand Support

April 4, Revdex.comAttn: [redacted] Re: [redacted] ID# [redacted] Dear Ms [redacted] : We are in receipt of Mr [redacted] ’s rebuttal filed with your officeWe regret that Mr [redacted] feels we have not met his expectations Mr [redacted] is unhappy that we would not pay for shipping to return his defective product We apologize for any frustration that Mr [redacted] has experienced with this situationFeedback from our customers is appreciatedNatalie [redacted] , [redacted] Supervisor, sent Mr [redacted] a shipping label on 3/28/ Ms [redacted] also called Mr [redacted] to follow up about any further concernsIn light of the above, we feel this matter has been addressed to the best of Luxottica’s ability, and we cannot satisfactorily resolve Mr [redacted] ’s requestThank you for contacting Luxottica RetailSincerely, Lindsay [redacted] Luxottica Retail

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.]The regional manager never contacted mei never spoke with the woman that is referenced in their responseThis company obviously has problems lyingThe store representative lied to me and now their are lying in this response Regards, [redacted]

February 11, Revdex.comAttn: [redacted] Re: [redacted] [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] states that the lenses of his purchased eyewear, were defective as they were fogged overMr [redacted] stated that the lenses were no longer of use due to their current state he was unable to wear them to see clearly.We apologize for any frustration that Mr [redacted] has experienced with this situationFeedback from our customers is appreciated.It is my understanding that a member of our store management team, [redacted] ***, was able to rectify this matter by replacing Mr [redacted] ’s lenses at our costWe have received confirmation that Mr [redacted] has already visited the store location again, to have the replacement lenses orderedIn light of the above, we feel this matter has been satisfactorily resolvedThank you for contacting Luxottica Retail.Sincerely, Holly T [redacted] Brand LiaisonLensCrafters

March 26, Revdex.com Attn: [redacted] Re: [redacted] [redacted] Dear Ms***: We are in receipt of Mr***’ complaint filed with your officeWe’re sorry Mr [redacted] feels we fell short of our goal and is dissatisfied with the service provided by our LensCrafters Kings Plaza Location in Brooklyn, NY Mr [redacted] states his personal pair of [redacted] frames was lost in shipping to the labWe apologize for any frustration that Mr [redacted] has experienced with this situationFeedback from our customers is appreciated Ms***, I have personally reached out to Mr [redacted] by phone and left a voicemail so that we may conduct an extensive investigation towards a resolutionFor more assistance, Mr [redacted] may reach me at ###-###-#### option Thank you for contacting Luxottica Retail Sincerely, Melissa H [redacted] Brand Support LensCrafters

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.* Has the company addressed the issues of this dispute? -- NoThey have notThey have ignored the fact that the lenses shattered on my face while I was wearing it and drivingThe lenses which are made of their proprietary 'crystal lens' material rather than the industry-standard polycarbonate were prone to failure, and it is clearly evident from parts that they failed from a manufacturing defectThe company has ignored that and required that I pay for the repairI am fortunate the shattered lens did not cause any damage to my eyesThey do not seem to have any concern for that either.* If not, why? -- I expect a full refund or a replacement for the failure.* Has the company met the agreement they outlined in their response?-- Their response is unacceptable Regards, [redacted] ***

August 18, Revdex.comAttn: [redacted] Re: [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 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 serviceMs [redacted] states she placed an order for sunglasses with her local storeMs [redacted] is upset her order was canceled, per the item was out of stockMs [redacted] advised her credit card was charged for an order she never received product forMs [redacted] would like to be refunded per she never received an orderWe apologize for any frustration that Ms [redacted] has experienced with this situationFeedback from our customers is appreciated.Laura C [redacted] manager for our online department states a refund check of $was sent to Ms [redacted] and has been delivered as of 08/15/2016, tracking [redacted] MsC [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 resolvedThank you for contacting Luxottica Retail.Sincerely, Erica R [redacted] Team Lead Luxottica Retail

8/father and son came in for new examBoth rx changed and store changed both glassesDaughter refused new exam but later they realized that her rx was from They will schedule exam for daughter.Thank you, [redacted] ***

This customer’s disputed the charges and we reinstated his benefits.Thank you, [redacted]

May 19, Revdex.com Attn: [redacted] Re: [redacted] ID# [redacted] Dear Ms [redacted] : We are in receipt of Mr [redacted] ’s rebuttal filed with your officeWe regret that Mr [redacted] feels we have not met his expectations Mr [redacted] states that when the supervisor called him back there was no explanation of why this happened or an apology for the experience Mr [redacted] states that he did receive a refund check However, when he deposited it into his bank account, it was returned because of a stop payment We apologize for any frustration that Mr[redacted] has experienced with this situationFeedback from our customers is appreciated Erica [redacted] , Supervisor of Sunglass Hut Customer Care, called Mr [redacted] again to let him know a new check was requested, and that she would call him as soon as it was mailed However, in the meantime, Mr [redacted] visited the store in person and received a cash refund In light of the above, we feel this matter has been addressed to the best of Sunglass Hut’s ability Thank you for contacting Luxottica Retail Sincerely, Lindsay [redacted] Luxottica Retail

December 3, [redacted] *** [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 Livingston Mall in Livingston, NJ We apologize for any frustration that Ms [redacted] has experienced with this situationFeedback from our customers is appreciated Regional General Manager, [redacted] ***, reached out to Ms***, with no success, regarding her concern If Ms [redacted] has any further concerns she can contact Ms [redacted] directly at [redacted] Thank you for contacting Luxottica Retail Sincerely, [redacted] Brand Liaison Luxottica Retail

August 9, Revdex.com [redacted] Re: [redacted] [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 one of our Pearle Vision locations in Frederick, MD Mr [redacted] had an eye exam back in 2015, where he purchased three pairs of eyeglasses with his new prescription he was givenMr [redacted] states that he visited the store location recently on 07/25/and left the three pairs he previously purchased, to be updated with a new prescription from an eye exam he had the same dayMr [redacted] states he was advised the store’s system was down so they could not process his ordersMr [redacted] was advised on 07/29/per a voice mail left by manager [redacted] , stating the total for the order would be around $Mr [redacted] is upset and states he should only have to pay the co-pay of $for the replacement lenses as the prescription change should be covered by his protection plan he initially purchased for the three pairsMr [redacted] advised the co-pay fee was the only thing he should be charged, per associate *** We apologize for any frustration that Mr [redacted] has experienced with this situationFeedback from our customers is appreciated Regional Manager Bernie Dufrene has advised [redacted] the store Manager, was able to speak with Mr [redacted] in great detail [redacted] has explained the protection plan originally purchased, does not cover prescription change remakesMr [redacted] has been provided a copy of the details to show the exact coverage for the protection plan he purchasedMr [redacted] has since apologized for filing the Revdex.com complaint, per his conversation with [redacted] [redacted] has apologized for the misinformation given from associate [redacted] and did advise Mr [redacted] that we will honor the remakes under the plan this time, since he was given misinformation by an associate In light of the above, we feel this matter has been satisfactorily resolvedThank you for contacting Luxottica Retail Sincerely, [redacted] Brand Liaison Luxottica Retail

August 2, Revdex.com Attn: [redacted] Re: [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 Luxottica Warranty and Repair Center in Mason, OH Ms [redacted] states she has mailed in a pair of [redacted] sunglasses for repairMs [redacted] has advised the package sent in containing her eyewear, does have tracking We apologize for any frustration that Ms [redacted] has experienced with this situationFeedback from our customers is appreciated Clarice A [redacted] an Escalation’s Specialist, has personally contacted management within the repair centerUnfortunately no package could be found from Ms [redacted] MsA [redacted] requests for the customer to provide the tracking number for the package, for further necessary research of this matter Thank you for contacting Luxottica Retail Sincerely, Holly T [redacted] Brand Liaison 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 I want to thank the Revdex.com for assisting in resolving this matter and to Lenscrafters for stepping up to the plate as well Regards, [redacted]

February 10, Revdex.com Attn: [redacted] @ [redacted] Re: [redacted] [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 his purchase of one pair of sunglasses and the service provided through online customer serviceMr [redacted] states that he purchased two sunglasses but ended up returning one pair as he was dissatisfied with the quality and found them to be defectiveMr [redacted] states that he was not refunded for the returned pairWe 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 by Lorina [redacted] , a member of management within our online customer service departmentMs [redacted] has left a message offering additional assistance to Mr [redacted] Ms [redacted] has also processed a refund for Mr [redacted] ’s credit card ending in for the amount of $In light of the above, we feel this matter has been satisfactorily resolvedThank you for contacting Luxottica RetailSincerely, [redacted] Brand Liaison Luxottica Retail

August 29, 2017Revdex.comAttn: [redacted] Re: [redacted] ***Dear Ms***:We are in receipt of Mr***'s complaint filed with your officeWe're sorry Mr [redacted] feels we fell short of our goal and is dissatisfied with the Luxottica Warranty Department.We apologize for any frustration that Mr [redacted] has experienced with his situationFeedback from our customers are appreciated.It is my understanding that ***, supervisor has been in contact with Mr***Should Mr [redacted] need anything further, she can be reached at ###-###-#### and I can be reached at ###-###-####.Thank you for contacting Luxottica Retail.Sincerely,Melissa H***Luxottica

September 27, Revdex.com Attn: [redacted] Re: [redacted] * [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 Luxottica Warranty and Repair Center in Mason, OH Mr [redacted] states that his lenses in his Ray Ban sunglasses cracked Mr [redacted] states he sent the glasses into our warranty center and the glasses were evaluated and determined not to be defective Mr [redacted] states he has tried to call our warranty center and can never get through due to long wait times We apologize for any frustration that Mr [redacted] has experienced with this situationFeedback from our customers is appreciated Darlene Allen, a Senior representative with the Luxottica Warranty and Repair Center advised she reached out to Mr [redacted] and offered replacement lenses for $15, the cost of the processing fee Mr [redacted] placed an order for new lenses and MsAllen also sent out a Sunglass Hut coupon for $off Mr [redacted] ’s next purchase In light of the above, we feel this matter has been satisfactorily resolvedThank you for contacting Luxottica Retail Sincerely, [redacted] Team Lead Luxottica Consumer Shared Services