ComplaintsforEssilorLuxottica

• Initial Complaint

  09/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a set of ******* frames through ************ retail store on January 24, 2024. By April, I noticed the frames were becoming bowed on one side. I went to ************ in *********, IL 4 times because every time I would get them fixed, within 24 hours I would have to come back. I asked them for a refund or replacement of frames and I was denied. I was told, "What do you expect? They are plastic frames". I would expect for a name brand like, ********* to provide the best quality. I paid $439 and I feel like I bought frames from the dollar store. I was told I need to go through the warranty company, *********. I submitted a claim through *********. Everything was via email or a chat. I was told they do not have a phone number to speak to someone over the phone. I filed a claim and I was requested to ship the frames. I received the frames 7 weeks later and literally the day I received them, they were still BOWED. They were still broken. I was very upset. I took them to a different pearl vision location and I was told the frames do not fit my face and I was told I needed a different pair. I emailed the warranty company and on 7/29/2024 ***** N from Luxottica Warranty and ************************ They asked me to go to LENS CRAFTERS whom I've never been to before to make the adjustments. Am I supposed to continue to get adjustments that don't even work or last?? How does *******'s Feel that frames in their name is being sold and are fraud?? Should I also file a claim with ************ and *******?? BBB please help me. I would like to replace these frames that I paid $439 for to get better fames that actually fit my face. Response By Email (***** N) (07/29/2024 12:24 PM)Hello *****,Thank you for contacting ********* After Sales. I am sorry we do not give refunds in the warranty, we did not take any money for the repair. ************ does not charge for adjustments. Best Regards, *********************************** Service Center

  Business response

  09/19/2024

  Good morning, BBB,

  All claims submitted for purchases related to Luxottica or Lenscrafters need to be sent to:

  Courthey Dane @ ********************************************

  or ***** **** @ ********************************************

   

  Thank you, *******

  Customer response

  09/23/2024

  This company has not responded apparently to the BBB complaint. I bought my frames via ************ and spent over $400 because they sold me the wrong frames.  Should I transfer this complaint to Pearl *************

  Customer response

  10/01/2024

  I have not had any updates on my complaint. Meanwhile, I have $400+ glasses that I can't wear.  

  Please advise if the business has responded.   

  Business response

  10/14/2024

  Good morning, BBB,
  
  All claims submitted for purchases related to Luxottica or Lenscrafters need to be sent to:
  
  Courthey Dane @ ********************************************
  
  or ***** **** @ ********************************************
  
  Thank you, *******

  Customer response

  10/14/2024

  I am rejecting this response because:   

  I waited 6 weeks for this business to tell me to send my complaint somewhere else??? I did not purchase my glasses from Lenscrafters and I told them that 3 times.  I purchased my frames/glasses at a ************ who told me they could not help me and that I needed to go through the warranty company. I paid over $400 for these frames and 3 months after I received them, I could no longer enjoy them or wear them!! 

  Business response

  10/25/2024

  My apologies, in further review, this claim should have been initially directed to the ************* where the purchase was made. I am not able to assist with frame/frame fitting complaints on purchases made through retailers. 

   

   

   

  Customer response

  10/30/2024

  I am rejecting this response because:   This warranty company is liable for the frames purchased at the retail store!!! The store said I had to go through the warranty. I mailed my frames to this warranty company per their request and they committed to fixing them. It took 4 weeks for them to mail my frames back. The day they were delivered I noticed immediately the frames were not fixed as they promised. I contacted them immediately and now they are ignoring me and saying they cant help!!! 
  

  BBB WHAT DO YOU RECOMMEND I DO AS A NEXT STEP?? Go the the media?? This warranty company is a FRAUD!! I was told at the store that I shouldnt expect anything more. The frames are plastic. They are selling ******* FRAMES THAT I PAID $400 for plus an additional $500 for my lenses. I am out of picket $900 because I cant wear these frames!!!!! 

  Business response

  10/31/2024

  BBB,

  This individual's complaint has nothing to do with the manufacturing of her lens prescription. The claim should be directed to the ******************** in ******** where her purchase was made as they would be responsible with assisting her with her complaint on the fitting of her eyeglass frame chosen/dispensed to her.  

  Customer response

  10/31/2024

  I am rejecting this response because:   My complaint isnt with the lenses. My complaint is with the ********************* I purchased for over $400. If this company has nothing to do with it, why did they ask me to send me frames to them and promise to fix them?? They returned the frames back to me and said they fixed them and they didnt. When I asked for a refund is when they said they dont give refunds. The frames are GARBAGE. Theyre cheap but used the ******* name as an excuse to charge customers more. Is this company not the manufacturer of the defected frames???? 
  

  to be clear, Im complaining about the frames that dont fit and are bowed on one side! Its a manufacturing defect!!! 

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 24th my warranty claim / service request ******** was approved. I chose the replacement sunglasses and shipped my damaged glasses in. The damaged glasses were received by ***** on June 3rd. Per my warranty email, ***************** "This process can take up to 4 weeks to complete." I give plenty of time, but by July 12th I haven't received shipping information or any contact, so I reached out to chat. This was 39 days after ***** had received my damaged glassea back.Chat was unable to help, told me it could take 45 days and that I needed to email support. I emailed the support department as I was instructed by the chat on July 12th. I still have not received an acknowledgement or response of any kind. We have far surpassed both the 4 week and 45 day guidelines. We are moving to a new address in 1 week and I'm quite upset that ***** has basically stolen my glasses. No shipment of the replacement as promised, refusal to contact me back and absolutely no indication that they plan on honoring the replacement for my glasses.

  Business response

  09/05/2024

  Good morning,

  I've made 2 attempts this week to contact ************************* via phone and email and have not received an answer nor any response from her to date. In my voice mails I explained in detail who I was and why I was calling & requested she contact me on my business cell #

   ***** del Mar does operate separately from EssilorLuxottica of North America and all order/warranty inquiries should be sub 

  BBB complaint # ******** / ***** del Mar sunglass return
  ESSILOR Us
  To:*********************
  Cc:*************************
  Thu 9/5/2024 12:04 PM
  
  Hello *****,
  
  I left you a second message this morning regarding your BBB complaint surrounding your ***** del Mar sunglass warranty exchange. As stated in my original email, ***** del Mar does operate separately from EssilorLuxottica of North America, however I would be happy to see if I can reach someone in a management position who can provide assistance. Please supply me with your new shipping address and the specific color and model of the pair you selected to be sent to you. 
  
  Best Regards,
  *************************, ABOC
  Consumer Care Team Supervisor
  EssilorLuxottica of North America, a part of EssilorLuxottica
  
  ****************************************************
  www.essilorusa.com
  
  
  ESSILOR Us
  To:*********************
  Cc:*************************
  Tue 9/3/2024 2:41 PM
  Flagged
  
  Hi *****,
  
  I received your complaint via the BBB of ******, ** surrounding a return of sunglasses you submitted/sent to *************. While EssilorLuxottica of North America operates separately and is not directly connected to the operations of ************* I am happy to see if I can offer assistance.
  
  In your statement you indicated you were moving, please supply me with your correct shipping address so I can attempt to connect with *****'s warranty department to see if I can assist you.
  
  Best Regards,
  *************************, ABOC
  Consumer Care Team Supervisor
  EssilorLuxottica of North America, a part of EssilorLuxottica
  
  ****************************************************
  www.essilorusa.com
  

  
  

  Business response

  09/05/2024

  My apologies, I did not complete my comments before hitting submit.

  Concerns regarding purchases or warranties for ***** del Mar products should be addressed with their company directly however I did reach out to them via their chat option and below is the response I received earlier today. 

  *******, I would kindly recommend contacting us by phone and talking to a supervisor. Here we are only for ************** we don't have information on claims and we're not able to contact the customer to check with them what happened to be able to proceed accordingly.  Please contact us at *************************** ************ or ************ and let our supervisor know, they'll be able to handle this situation

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased glasses with Crizal lens on 2/21/2024. LensCrafters told me the lens came with a 2 year scratch resistant warranty. I noticed today my new glasses have 2 scratches. I reached out to LensCrafters who gave me an email address to file a claim, in which I got a response that I need to file through LensCrafters.

  Business response

  06/20/2024

  Good morning,

  BBB cases submitted on purchases made through Lenscrafters must be addressed directly through Lenscrafter's customer service team at  www.lenscrafters.com or through the LensCrafters *********************** at ************

   

  EssilorLuxottica of North America is a part of EssilorLuxottica, however Lenscrafters operates completely separately from us. 

   

  As a courtesy, I did reach out to ***** via phone this morning and she stated she was able to resolve her complaint through her local Lenscrafters after much effort on her part. 

• Initial Complaint

  03/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I got new eye glass and new frame from *******, ********, **. I asked the **** "It can list 2 years no issues if I did not *****************" She said yes, I got the frame July 2023. It broke Feb 27, 2024. I think it is still under the manufacture warranty since it is less than 1 year. I called 3 times. The vision center rejected to contact Luxodita, since I paid $300 for each. I need the manufacture replace it freely at no charge for the bad quality. I got many from them before.most will last many years, I found they changed ****************************** PS: Photos available if needed

  Business response

  03/13/2024

  Good afternoon, BBB,

  This complaint is unrelated to an EssilorLuxottica lens purchase, the customer states "I got the frame July 2023. It broke Feb 27, 2024". 

  All purchases made through ******* *************s are to be handled by each individual ************* store manager at the request of *******. I hope this helps. 

   

  Best Regards,

  *************************, ABOC 

  EssilorLuxottica of North America, a part of EssilorLuxottica

  Customer response

  03/13/2024

  I am rejecting this response because:   I came down 3 times, ******* vision  said you need contact EssilorLuxottica of North America, a part of EssilorLuxottica for any bad quality frame.

  Thanks

   

  Sen ****

  Business response

  03/20/2024

  This complaint was forwarded to the account executive for the ******** ******* Vision Center to follow up with the store representative (*******).  It appears Mr. **** choose to not purchase a warranty that was offered to him and in this case, there is no recourse from *******. ******** added that directing consumers to contact EssilorLuxottica is "not our protocol." 

• Initial Complaint

  12/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased eyeglasses with Crizal coating on 5/4/21 with a 2-year warranty on Crizal. Over the past 6-9 months, the glasses have turned extremely foggy and display haloes around all bright images, eventually rendering them useless as I can no longer wear them. Crizal won't honor warranty.

  Business response

  02/23/2023

  Business Response /* (1000, 5, 2022/12/07) */ Thank you for providing us with the opportunity to respond to this consumer's claim. We have been engaging in emails with Mr.****** ****** and in our last communication with him, we notified him we were awaiting a return call from his provider as we had notified them his lenses would still be within our limited 2-year warranty. We've again reached out to him via email (attached) and his provider previously had re-ordered his lenses and they are awaiting the return of their lab employee (from vacation) so the new lenses can be installed. Consumer Response /* (2000, 7, 2022/12/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) They took care of the issue, thank you

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩