Customer ReviewsforEssilorLuxottica

I am assuming EssilorLuxottica is the parent company of ********* whom I Ordered replacement lenses from. Mirrored, polarized, sunglass lenses - 2 pair.They sent the wrong ones.I spoke to someone about 2 days after I received them. She said they would send replacement lenses. I never received a tracking number thus I figured they didn't send them. She told me to keep the lenses I had.#2 person I emailed had no clue as to what to do, *****, but said she would see about replacements. After about 5 emails, I get ***** who said I was past the return, they didn't do exchanges and to send them back.NOPE, I want WHAT I ORDERED. There is no one to talk to. They don't seem to do anything but give the run around and pass it off to the next 'customer service' person so you can repeat yourself again. They run the time out so you then can't return anything.What a disgusting way to treat customers. If I could give them minus 100 stars I would.

Business ID: ******** Please note per previous email conversations with *************************** with the ************************************* all Lenscrafter's reviews submitted to the BBB should be redirected to *******************, a BBB representative who works directly with Lenscrafter's representatives on any BBB reviews received.

I've ordered sunglasses through my eye doctor. Prescription **** sunglasses that I was hoping to use on vacation. The first time they arrived, ******** Eyecare in my hometown, said they arrived with the wrong prescription. So they sent them back to be corrected. Next time they arrive, the glasses were broke and had to be sent back again to be redone. This last time they were sent, there was a "mix up" in the frames they were to be put in and they received the glasses with the right prescription but wrong frames. I'm just wondering what kind of quality control is being ran, how I can submit a formal complaint, and how I can be assured this won't happen with this next pair to come in. It's been about a month since they've been reordered and still nothing has shown up.

Below is the response sent to ****************** addressing his complaint. Good morning, ****,I apologize for the lack of quality control which affected the delivery of your Sunwear to Clarkson Eyecare. In follow up, I have spoken with **** at ********; she indicated your order had been final inspected (by their office) and you were being notified they were ready to be picked up. Your BBB complaint was also received and will be acknowledged. Again, this is experience is not an acceptable one as we pride ourselves on delivering best-in-class products. This is being escalated to individuals I report to, and you have my sincere apology.

I bought as a splurge a ******************* pair of sunglasses. The logo came off from the side so submitted a request to have my glasses logo put back on. That was all that was needed. It took them about a month to send my glasses back and when I received them they are too big for my face and fall off. I cant even wear them. I immediately contacted customer server and they said they would send out a new pair as I didn't order large. After about 3-4 weeks I had not received them so I reached back out. I was then told after a lot of back and forth in emails so about another 2 weeks that I could take them to a local lens crafters and they could adjust the size of the glasses. I took the time to go to a lens crafters and I was advised that they could not do anything about the size of the glasses. I again contacted customer service and again they said I would receive an email in 3-4 days. So I will have to wait. I again requested this to be escalated to a supervisor and was advised I had to wait. They gave me a customer service number to call which I had done already and it doesn't allow you to talk to a person it wants to send you the link to send an email and then disconnects the call. Highly dissatisfied. Do not recommend at all. As I have a nice pair of glasses that I cant even wear. And have been dealing with the issue almost 6 months now. Would not even leave one star but have to in order to be able to leave the review.

This purchase was made at a Lenscrafter's retailer (not EssilorLuxottica of North America). Please forward this claim to the **************** Manager for Lenscrafter's (***********************) at ****************************

We ordered glasses for my son on March 25, 2022 and the script was sent to DBL Labs in St. Cloud, Minnesota (Essilor Labs is the parent company). It is now May 10th and my son still does not have his much-needed glasses, I was told by Mark from DBL that his lenses were "extremely difficult" to make due to the amount of "plus" in his script and that they have failed inspection numerous times due to various reasons, including but not limited to, cracking and "waving" in the lenses. My son has a very complicated vision impairment for which he is seen by a pediatric ophthalmologist and he is now extremely behind on treatment protocol due to the sheer incompetence of this lab. I will hereafter ALWAYS be inquiring as to what lab our optical will be using and will steer clear of any Essilor Labs in the future.

This morning I reached out to ***** via her email address supplied and have offered my apology and requested that she reply with information on the name of the Optical retailer where the order was placed and her son's first/last name so I can investigate this on my end.
I am awaiting a reply from *****.

Regards,
Suzanne A****
Essilor of America | Consumer Care team Manager

5/23/2022 Claim update- This order was shipped to Lakeside Eye Associates on May 13th. Unfortunately when the shipment arrived at the provider's office on Monday the 16th they reported the wrong frame had been used for the order. It is not clear if the frame manufacturer supplied the wrong frame, however, another complete lens and frame order was re-started. In checking this morning (the 23rd) the replacement order is complete and will ship to Lakeside Eye Associates today (May 23rd) for arrival on the 24th. Vision plan benefits for Ms. ******** son used for this order were reinstated by Lakeside Eye Associates to allow them to use his eyeglass benefits for a spare pair of glasses to be made through another provider. Essilor provided replacement lenses to Lakeside Vision Associates at no cost and it is my understanding Lakeside Eye Associates will not be charging this patient for the lenses and possibly the entire pair of glasses. We apologize for any inconvenience these delays have caused as we understand Ms. ******** son has been wearing broken eyeglass frames as he waited for his new glasses to be made.

It is now 10 days since I originally wrote this complaint and I'm following up because my son's glasses still have not been received. Apparently, in addition to their inability to effectively make his lenses, DBL labs is also unable to ship the correct frames. I'd like to note that we have already ordered and received glasses for him from another provider, which took exactly nine days. We are almost at 9 weeks waiting for his glasses from DBL. Completely and totally unprofessional and unacceptable.

Potential Essilor consumers should also know that, when you reach out to this company to complain about not receiving your original order, you will receive correspondence from ******* from the customer care team who will offer you an extra pair of lenses free of charge. However, be forewarned you will NEVER see said lenses, or the original glasses that you ordered for that matter, and she will ultimately pass the buck on the optical you ordered through.

I empathize with the situation Ms. ******** son has been in having worn broken eyeglasses for weeks awaiting his order, and we deeply regret the inconvenience. Ms. ***** is correct in her statement that I offered to supply an additional pair of lenses for her son at no cost, this was in addition to the original pair that had been ordered which we are also now supplying at no cost. Unfortunately, she has chosen to misrepresent what occurred after this. Ms. ***** stated it would not be necessary for me to supply her son with the additional pair of lenses I offered as Lakeside Eye Associates had reinstated her son's ***** vision plan benefits and they had already ordered another complete pair of eyeglasses with these reinstated benefits. The Essilor account executive for Lakeside Eye Associates along with upper management from our lab customer service at this point was also involved in resolving this situation. I felt it best that her son's provider notify her going forward (see the email I sent to Ms. ***** below) to assure no miscommunication would further exacerbate the situation. It was not done in malice to "pass the buck" as she alleged in her latest entry.

US Essilor <*******@essilorusa.com>
Tue, May 17, 4:19 PM (7 days ago)
to *****, bcc: *****

Hello *****,

I received a voice mail from ******* with Lakeside yesterday morning however I was out of the office until this afternoon. As I understand from the message she left, the wrong frame was shipped with Donovan's glasses.

At this point, I have reached out to our customer service supervisor for the DBL lab and she is attempting to get the correct frame shipped overnight if this is an option. We are unsure if the wrong frame was shipped to us or if the wrong frame was placed with ********** order. Unfortunately, the result is the same, ******* is still without glasses. My next step is to file an internal case complaint within our system for this order, I will be in touch with ******* going forward if that is okay with you to avoid any confusion on delivery expectations. Again, my sincere apologies that this has been such a poor experience and has caused delays in obtaining glasses for ********

Best Regards,
******* *****, ABOC
Essilor of America | Consumer Care Team Manager
*******@essilorusa.com
www.essilorusa.com