Luxottica Retail North America

July 31, 2017RevDex.comAttn: [redacted] ***t***@Cincinnati.bbb.orgRe: [redacted] ***Dear Ms. ***:This is in response to Ms. ***'s rebuttal complaint filed with your office.I personally spoke with Ms. [redacted] on July 28, 2017 at 3:34 PM Eastern Standard time. We spoke at length about the refund process that was resolved.Ms. [redacted] was very happy on the phone after the explanation of her refund. Our record indicate this concern has been completed and resolved. We apologize for any frustration that Ms. [redacted] has experienced once again.Thank you for contacting Luxottica Retail.Sincerely,Melissa H***Brand Support Luxottica

August 17, Revdex.com Attn: [redacted] Re: [redacted] Dear Ms [redacted] : We are in receipt of Mr***’ rebuttal filed with your officeWe regret that Mr [redacted] feels we have not met his expectations Mr [redacted] sunglasses have been reevaluatedThe results of the reevaluation have determined the sunglasses are not defectiveThe lenses are badly scratched on the outside as well as the inside, temples are bent and the temple tips show scuffs and discoloration along with being tapedWe stand by our offer of 40% off of replacement eyewear with an additional 15% off the discounted priceShould Mr [redacted] wish to take this offer, please have him call us at ###-###-#### Thank you for contacting Luxottica Retail Sincerely, Holly T [redacted] Brand Liaison LensCrafters

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 LensCrafters, Mall at Millenia, Orlando Florida Mr [redacted] states he made a purchase for Cartier glasses on October 24, 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 wantedMr [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 situationFeedback from our customers is appreciated I 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, In light of the above, we feel this matter has been satisfactorily resolvedThank you for contacting Luxottica Retail Sincerely, [redacted] Consultant, Consumer Support North America Consumer Operations

May 31st, Revdex.com Attn: T [redacted] t [redacted] @Revdex.com.org Re: [redacted] ID# [redacted] Dear Ms [redacted] : We are in receipt of Mr***’ 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 Oakley Mr [redacted] states he never received his glasses We apologize for any frustration that Mr [redacted] has experienced with this situationFeedback from our customers is appreciated Oakley Supervisor, [redacted] , states she has contacted Mr [redacted] and will provide him a full refund with extra compensation [redacted] states Mr [redacted] was satisfied with the resolution In light of the above, we feel this matter has been resolvedThank you for contacting Luxottica Retail Sincerely, [redacted] Oakley

August 11, 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 service provided by Target Optical [redacted] in [redacted] , MN.Mr [redacted] states he was promised a refund and he still has not received the funds.We apologize for any frustration that Mr [redacted] has experienced with his situationFeedback from our customer is appreciated.Ms***, I personally attempted to contact Mr [redacted] todayI left him a voicemail to contact me should he have any additional concernsI can be reached at [redacted] .Thank you for contacting Luxottica Retail.Sincerely,Melissa H***Escalations SpecialistBrand SupportTarget Optical

October 10, Revdex.com Attn: [redacted] Re: [redacted] K [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 promotion details LensCrafters is currently running Ms [redacted] states she went to LensCrafters to purchase glasses and noticed a 40% off purchased eyewear posted in the store Ms [redacted] states that as her purchase was being processed she was advised she did not qualify for the 40% off discount because she was using her insurance We apologize for any frustration that Ms [redacted] has experienced with this situationFeedback from our customers is appreciated Marketing for LensCrafters confirmed that on the LensCrafters website as well as in the fine print of the in store promotion it states 40% Off Lenses with Frame Purchase Requires complete pair purchase (frame and lenses)Valid on multiple pairsCannot be combined with vision benefits, any other offer or discount, previous purchases, readers or non-prescription sunglassesValid prescription requiredDiscounts are off quoted lens priceSome brands excluded, including [redacted] frames, [redacted] lenses, [redacted] and [redacted] sun frames and Authentics lensesOffer expires 12/31/ In light of the above, we feel this matter has been satisfactorily resolvedThank you for contacting Luxottica Retail Sincerely, Erica R [redacted] Consultant Specialist Luxottica Retail

December 10, Revdex.com Attn: [redacted] T [redacted] @cincinnati.Revdex.com.org Re: [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 serviceWe’re sorry Ms [redacted] feels we fell short of our goal and is dissatisfied with the service provided by LensCrafters, [redacted] ** Ms [redacted] states that she is experiencing issues with her eyeglasses and the store is not able to help We apologize for any frustration that Ms [redacted] has experienced with this situationFeedback from our customers is appreciated It is my understanding that Jerry, the regional manager, has attempted to contact Ms [redacted] via phone, with no success Should Ms [redacted] need further assistance with this matter, she may contact Jerry directly at [redacted] *** or ***, the general manager, at [redacted] *** Thank you for contacting Luxottica Retail Sincerely, [redacted] Brand Liaison Luxottica Retail

September 13, Revdex.comAttn: [redacted] Re: [redacted] Dear [redacted] :We are in receipt of [redacted] rebuttal filed with your officeWe regret that [redacted] feels we have not net her expectationsRegional Manager Sarah W., was able to listen to the call [redacted] made to [redacted] on August 5thAccording to the call [redacted] was advised that she had a zero co pay on a routine eye exam and she had a $allowance on glasses which included frames and lenses with any add on’s and anything over the co pay would be at a 20% discount for her out of pocket expense [redacted] states that LensCrafters does not offer an additional $discount and that [redacted] receipt has a total of $in discounts, which accurately reflects what is covered by [redacted] In light of the above, we feel this matter has been satisfactorily resolvedThank you for contacting Luxottica Retail.Sincerely, Erica R.Team LeadLuxottica Retail

February 10, Revdex.comAttn: [redacted] T [redacted] @cincinnati.Revdex.com.orgRe: [redacted] [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*** feels we fell short of our goal and is dissatisfied with the service provided by LensCrafters, West Farms Mall in Farmington CTMs [redacted] states that her daughter’s glasses were not of quality and is upset that we would not replace Ms [redacted] states she tried to purchase different frames but was told that she could not, as she was beyond the time allowed for an exchange.We apologize for any frustration that Ms [redacted] has experienced with this situationFeedback from our customers is appreciated.Regional Manager Michael B [redacted] has reached out to Ms [redacted] to offer a full replacement pair of glasses for Ms***’s daughterIn light of the above, we feel this matter has been satisfactorily resolvedThank you for contacting Luxottica Retail.Sincerely, Holly T [redacted] Brand LiaisonLensCrafters

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, [redacted] I will accept lenscrafters settlement wgen it posts to [redacted] Glasses were returned

Hi [redacted] Thank you for looking into this issue for me I have two pairs of sunglasses which I requested a warranty replacement Both sunglasses suffer from lens peeling One pair of glasses is made by [redacted] , the other [redacted] However, both brands are owned by Luxottica I have sent in two separate warranty requests via email, which is the process requested by Luxottica However, I have received no response from Luxottica to the original email, but rather a generic rejection email with reference to [redacted] or [redacted] It is possible that case [redacted] references my other warranty request Could I ask Luxottica to kindly clarify what the references numbers are for each of my requests? All requests were sent from " [redacted] .com", however a confirmation was never replied, so unfortunately I don't have any further informationThis information should be available from Luxottica Thank you for your time

[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 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 belowThe response from Melissa H [redacted] contains statements MsHorn claims " [redacted] contact" worked "diligently toward a complete resolution" In fact, we contacted a Lenscrafters agent named Alexis by email multiple times over several months and he made no effort to get a resolutionWhen we threatened to contact Revdex.com he finally had the local store ( [redacted] Mall in [redacted] , OH) send us an illegible copy of what was purported to be an application A copy of that document is attached At our request a [redacted] agent made an search that took more than an hour looking for a claim for [redacted] and absolutely nothing was found [redacted] Insurance where the claim should have been filed has no record of any filing from LensCrafters for [redacted] .MsH [redacted] states "All paperwork was submitted for Mrs [redacted] multiple times" Asserting the claim was submitted multiple times is ridiculous and makes it obvious LensCrafters has no intention of being truthful .Until this event, we considered LensCrafters a reputable business After months of stonewalling our requests for assistance in receiving the compensation that should have been automatic and then lying about the discourse that occurred has made us reverse our opinion of them.Our response to the three specific questions posed by Revdex.com in the order they were asked are:*No, the company has not address the issues of this dispute*They chose to make statements rather than make an effort to get this resolved [redacted] No agreement was offered.Sincerely, [redacted] 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: My customer service experience was far worst than what the response indicated Luxottica has lost two customers for life My replacements did arrive but in no effort by Luxottica I was also able to keep the replacements in exchange for refunding my $ 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] ***

December 11, Revdex.com Attn: [redacted] t [redacted] @Revdex.com.org Re: [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 serviceWe’re sorry Ms [redacted] feels we fell short of our goal and is dissatisfied with the Sunglasshut.com online team Ms [redacted] states that she placed an order online, at Sunglasshut.com, and received the incorrect sunglassesMs [redacted] also states that she has not received her refund 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] will receive an e-gift card in the amount of $via email and the remaining balance will go back to her [redacted] card Should Ms [redacted] need further assistance, she can contact the Sunglasshut.com online team at 800-786-4527, option In light of the above, we feel this matter has been satisfactorily resolvedThank you for contacting Sunglass Hut Sincerely, Jamie H [redacted] Brand Liaison 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 The response is inadequate as it does not respond to the specific aspects of my complaint There is no specific rationale for the "determination" that the glasses are non-defective Nor does it address the complete failure of its customer service - over hours on hold and no response to resubmission of warranty claim until Revdex.com involvement I am confident this is not an isolated incident; LUXOTTICA SHOULD BE ASHAMED OF THE WAY IT TREATS U.SSERVICE MEMBERS AS WELL AS THE GENERAL PUBLICSERVICE MEMBERS SHOULD THINK TWICE BEFORE SPENDING HARD EARNED MONEY ON THE LUXOTTICA LINE OF PRODUCTS.Sincerely, [redacted]

March 30, Revdex.com Attn: [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 LensCrafters, Boardman Plaza in Youngstown, OHMs [redacted] is unhappy with how she was treated during her visit to the doctor’s office associated, with the above mentioned locationMs [redacted] states she was refused service by K***, the office receptionistMs[redacted] advised she was not given her eyewear that she paid the store for and was also given the wrong prescription contact lenses from DrS***We apologize for any frustration that Ms [redacted] has experienced with this situationFeedback from our customers is appreciatedRegional Manager C [redacted] D [redacted] has made several attempts within the last week, to reach Ms [redacted] Unfortunately Ms [redacted] has not been reached at this timeThe store management however has advised that Ms [redacted] was able to pick up her daughter’s and her eyeglasses on 03/18/C [redacted] A [redacted] is the Escalation’s Specialist in customer care that has been working with management on this concernShould Ms [redacted] wish to discuss this matter further, she may reach MsA [redacted] at [redacted] In light of the above, we feel this matter has been satisfactorily resolvedThank you for contacting Luxottica RetailSincerely, [redacted] Brand Liaison Luxottica Retail

February 19, Revdex.com Attn: [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.** feels we fell short of our goal and is dissatisfied with the service provided by LensCrafters, [redacted] , TXMr [redacted] states he was not given a copy of his purchase receiptMr [redacted] advised that he tried multiple times to obtain the information but was not provided it and is unhappy how the store has handled his concernWe apologize for any frustration that Mr [redacted] has experienced with this situationFeedback from our customers is appreciatedCustomer service associate, [redacted] , has called Mr [redacted] to discuss his concernMs [redacted] also sent a copy of Mr**’s receipt to him via emailShould Mr [redacted] have any questions or need additional help, he may contact Ms [redacted] at ###-###-####In light of the above, we feel this matter has been satisfactorily resolvedThank you for contacting Luxottica RetailSincerely, Holly T [redacted] Brand Liaison LensCrafters

Hi [redacted] , Thank you for forwarding the response Despite this response, I have received an email directly from [redacted] Warranty (label: [redacted] Service Claim Notification: ) The email requests that I send my glasses for further inspection May we keep this case open until [redacted] receives the item and provides the next steps? Thank you [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 [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]