Complaints

• Initial Complaint

  01/22/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a pair of Costa Blackfin sunglasses the nose pad has ripped on. I filled a service request # ******** November of 2024. I was notified the glasses were out of warranty and no repair can be made. That's fine so I tried to buy the replacement nose pad to repair them myself. No nose pads were available, I was told to try my local stores or to try back later the part may be in stock then. My local stores do not carry parts and today 1-22-25 I tried again to see if nose pads are available. After not finding them on the Costa website and speaking with 2 customer service associates the nose pad needed to repair my glasses is still not available. The only solutions given are to purchase another pair of $220 glasses at 30% off ($154) or file another repair request and see what the repair techs say this time. I do not want to spend a hundred plus dollars to fix a part that probably only costs the Costa company a few cents. How do Costa manufacture glasses if the nose pads are not available? I'm not asking for free parts, I am more than willing to purchase the replacement nose pad from Costa but need to find an avenue to make the part available from them as no aftermarket companies sell them either. I have had great luck with the Costa company with repair and warranty work in the past making fair deals for both parties involved but I have hit a wall on this and need help. Thank you

  Business response

  01/23/2025

  Hello *******,
  
  Thank you for the additional information about your survey response and experience with Costa After Sales. Your feedback is valuable in identifying opportunities for improvement as we strive to deliver the best possible customer experience.
  
  We are sorry to hear you are not completely satisfied with the service provided regarding your Service Request #********. Our records indicate the Service Request is missing the required proof of purchase in order to properly evaluate the claim. We apologize for the inconvenience.
  
  
  Regrettably, we do not have replacement nosepads available for the model you indicated. As a one-time courtesy, we have created Sales Order #********* to ship the replacement glasses to you. Please allow at least 15 business days for delivery.
  
  Please keep any receipts from this new order for any future warranty claims as they are now required for any claim to be deemed in warranty within in the 2 year time frame.  You may dispose of your damaged glasses at your leisure.          
  
  We apologize for not meeting the level of service expected and hope we have satisfactorily addressed your concerns. Please be on the lookout for a brief survey regarding this most recent incident.  If this did not solve your issue, please reply to us so that we can assist you further.
  
  Best regards,
  
  April A.
  Luxottica After Sales   
  Customer Resolution Team
  

  Customer response

  01/23/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I would have settled for just the nose pad to repair the glasses I currently have but do appreciate the offer of replacing the glasses. Thank you for your attention to this matter.    
  
  Sincerely,
  
  ******* ************

• Initial Complaint

  12/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My father gifted me a brand new pair of Coasta Cayan sunglasses. He always had issues with the frameless design in the attach points for the lenses. He hoped that I would have a difference as we love the brand. My glasses showed very similar damage within 6 months of use and appears as a design flaw as we suspected, in relation to their frameless versions. I reached out via their website for a warranty claim and was declined. Tried to call to discuss further, on each call attempt I was sent to a call center outside the ** that would not transfer me back into the states to discuss the reoccurring issues as well as reviewing my dads account to see the same issues. The same frameless glasses have offered a lifetime warranty for years.

  Business response

  12/26/2024

  Hello *****,

   

  Thank you for reaching out to Costa via the BBB.

   

  We regret to hear about your experience thus far, and we are here to help. 

   

  After reviewing service request 10859399, it appears that your product was determined to be outside of warranty as the damage was not a manufacture defect and was determined to be accidental damage, which is not covered by our warranty.

   

   Please use the code below on your next online purchase to receive 50% Off (ONLY 1 Item up to $300). Valid until 12/31/27. Offer is not valid on clearance items, limited edition items, cannot be combined with other promotions/sales/insurance, and can only be used for purchases on our website. Other exclusions may apply.
  
  
  
  
  Promotional Code: ASGEN-9ZWRRX3U

   

  Thank you,

  Luxottica Customer Resolution Team

   

   

   

  Customer response

  12/26/2024

   
  Complaint: 22725767
  
  I am rejecting this response because my father whos account is readily available  to Coasta Del Mar. If you look at his account youll see that hes had the same issue and they have replaced it several time and even admitted that it was their faulty frameless design. The mounting points where designed by the company not the consumer, how am I at fault when you made the glasses. As earlier you either fix the glasses, Ill be more than happy to send them to you or a replacement should be given. 
  
  Sincerely,
  
  ***** *****

  Business response

  01/02/2025

  Hello *****,
  
  Thank you for reaching out to Costa via the BBB.
  
  We regret to hear about your experience thus far, and we are here to help. 
  
  After reviewing service request 10859399, it appears that your product was determined to be outside of warranty as the damage was not a manufacture defect and was determined to be accidental damage, which is not covered by our warranty.
  
   Please use the code below on your next online purchase to receive 50% Off (ONLY 1 Item up to $300). Valid until 12/31/27. Offer is not valid on clearance items, limited edition items, cannot be combined with other promotions/sales/insurance, and can only be used for purchases on our website. Other exclusions may apply.
  
  We regret to hear that you reject this response, however this is the best offer we have for you considering your warranty claim was determined to be outside of warranty.

   

  We invite you to chat with us here: **************************************************************** so that a member of our aftersales team can reiterate to you the decision that they made. 
  
  
  Promotional Code: ASGEN-9ZWRRX3U
  
  Thank you,
  Luxottica Customer Resolution Team

  Customer response

  01/03/2025

   
  Complaint: 22725767
  
  I am rejecting this response because:

  Attached is a picture of my box from the sunglasses. LIFETIME WARRANTY. The cracking is from your designs and you have even admitted to this before. I do not want to buy another product from you. I want a replacement pair for my glasses. Even with a 50% discount you make 500%+ on the sunglasses because you get them so cheap and the quality shows. I did not crack these glasses they have been well kept, I have worn sunglasses and glasses for so many years and these are the first to crack, huh must not be me must be your product. The same product you put together where it cracked the lenses. I have no touched these glasses hardware or anything to cause this damage. This shows you are just trying to get rid of fault from your faulty design. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  12/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am extremely disappointed with the handling of my recent order. I used a 50% off code provided due to a prior issue and purchased glasses during a 24-hour sale. Despite multiple follow-ups the week after my purchase, I was repeatedly assured that the order was in stock and would ship the following week. Instead, the order was abruptly canceled without explanation.This is completely unacceptable, as the error lies solely with Costa. During a prior conversation with your customer support team, it was agreed that I would be able to purchase a similar pair of glasses at the same price as a resolution for this issue.Given my longstanding loyalty as a customer and my history of multiple purchases, I expect this matter to be resolved immediately. I insist on the opportunity to purchase a comparable pair of glasses at the same price I originally paid. If this issue cannot be handled promptly, I request that a supervisor contact to resolve this matter.I expect a response ASAP and a solution to this unacceptable situation.

  Business response

  12/17/2024

  Hello *****,

   

  Thank you for taking the time to reach out to us.

   

  We regret to hear about your experience thus far, and we are here to help.

  Please use the 50% off code below to place a new order.

  CSGEN-BTWK93RU

   

  Thank you,

  Luxottica Customer Resolution Team

  Customer response

  12/17/2024

   
  Complaint: 22695489
  
  I am rejecting this response because:

  This is exactly the resolution that was emailed to me initially, and this is still unacceptable. The primary issue at hand is not the refund process. I am unable to obtain glasses or similar products at that price point again. During an online chat conversation, I was informed that this matter would be escalated to a supervisor who would assist in resolving the issue. The chat representative suggested I purchase a comparable product, contact them again, and receive a refund for the difference between the canceled order and the new purchase. I am relieved that I did not follow this advice, as it would have resulted in a significant financial loss.
  
  
  It is imperative that you honor the previous promises stated in chat and provide customer service like ********************** prides itself on. If you are unable to fulfill these obligations, please involve a supervisor who can contact me via email or phone number provided. 
  
  Sincerely,
  
  ***** ********

  Business response

  12/18/2024

  Hello *****,

   

  Our previous message made no mention of a refund.

   

  Our previous message provided you with a 50% off promotional code which you may use to "obtain glasses or similar products at that price point again", which was your primary issue.

   

  This issue was escalated, and was resolved by us giving you a 50% off promotional code.

   

  "The chat representative suggested I purchase a comparable product, contact them again, and receive a refund for the difference between the canceled order and the new purchase." - You no longer have to do this since you were provided with a 50% off code by us yesterday.

   

   

  "It is imperative that you honor the previous promises stated in chat and provide customer service like ********************** prides itself on."  -  This was done, when you were provided with a 50% off promotional code. 

   

  Thank you,

  Luxottica Customer Resolution Team

   

  Customer response

  12/18/2024

   
  Complaint: 22695489
  
  I am rejecting this response because:
  
  

  In light of the situation, I believe there may be some misunderstandings. The only option available on the Better Business Bureau website for me was requesting a refund, but I do not wish to do so. Instead, I would like to purchase a comparable sunglass to the one I originally ordered (ORDER NUMBER ************* Costa Rincondo Matte Smoke Crystal with Green Glasses Lenses 580G).

   

  I had already purchased the pair during a 24-hour sale at $136, and I had a 50% off coupon from a previous issue with Costa glasses. This brought my total for the purchase to $73.88.

   

  I placed the order on December 6th and contacted Costa on December 9th and 10th. They informed me that the item was still in stock and that my order would be shipped the following Monday, which was December 16th. However, on Friday, December 13th, my order was canceled.

   

  Upon contacting Costa via chat on the same day, the chat representative suggested that I purchase a similar pair of sunglasses (the Riconcito) and that they would honor the price I had paid of $73.88. They then informed me that they had escalated the case and would follow up with an email explaining their decision. Since then, I have only received a 50% off coupon, which will not bring the price comparable to what I originally paid. I simply want to purchase a similar pair for the amount I originally paid. This is how the situation can be resolved.

  Sincerely,
  
  ***** ********

  Business response

  12/23/2024

  Hello *****,
  
  Our previous message made no mention of a refund.
  
  Our previous message provided you with a 50% off promotional code which you may use to "obtain glasses or similar products at that price point again", which was your primary issue.
  
  This issue was escalated, and was resolved by us giving you a 50% off promotional code.
  
  "The chat representative suggested I purchase a comparable product, contact them again, and receive a refund for the difference between the canceled order and the new purchase." - You no longer have to do this since you were provided with a 50% off code by us yesterday.
  
  
  "It is imperative that you honor the previous promises stated in chat and provide customer service like ********************** prides itself on."  -  This was done, when you were provided with a 50% off promotional code. 
  
  Thank you,
  Luxottica Customer Resolution Team

  Customer response

  12/24/2024

   
  Complaint: 22695489
  
  I am rejecting this response because:

  You are still not understanding. If you want a resolution you can call me at ************. We are going around and around and you are stating the same thing and not understanding the facts.

  
  Sincerely,
  
  ***** ********

• Initial Complaint

  12/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought some glasses in march of 24 and still have the receipt . The frame cracked and then broke . So I made a warranty claim and its denied . I tried talking to the people and just get the runaround . I paid over 300 for them glasses

  Business response

  12/17/2024

  Hello *****,

   

  Thank you for reaching out to us.

   

  We regret to hear about your situation thus far, and we are here to help.

   

  Unfortunately, your service request was determined to be outside of warranty as the damage was determined to not be a manufacturers defect.

   

  Please use the code below on your next online purchase to receive 50% Off (ONLY 1 Item up to $300). Valid until 12/31/27. Offer is not valid on clearance items, limited edition items, cannot be combined with other promotions/sales/insurance, and can only be used for purchases on our website. Other exclusions may apply.
  
  
  
  
  Promotional Code: ASGEN-8U8ZSJEX

   

  Thank you,

  Luxottica Customer Resolution Team

• Initial Complaint

  11/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased Glasses on March 26th 2024. Lens continually pop out of the frame. AS of the most recent time the lens popped out and is lost. I filed a warranty and they will not honor.

  Business response

  11/25/2024

  Hello ****,

  Unfortunately, service request 10845813 was determined to be outside of warranty because your purchase was not made from one of our authorized retailers.

  While items shipped and sold by ****** would be covered as ****** is an authorized retailer, the receipt that you provided in your service request indicates that the item purchased was purchased from an independent third party "Designer Iwear" and was shipped by Amazon.  Again, the item must be shipped and sold by ****** to be covered by us.  

  We recommend reaching out directly to the company which you made your purchase from for further assistance.

  Otherwise, your other option would be to accept the repair quote that was emailed to you from our After Sales team.

  Thank you,

  Luxottica Customer Resolution Team

   

• Initial Complaint

  11/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I submitted a ***air/warranty claim on 2 sunglasses that I received as a gift (separate claim for each of the two). The request was approved as in warranty however the email went to my spam folder and when I finally located the email the offer had expired by a day and was informed that I needed to resubmit the request. I did not submit a receipt on the original request that was approved since the items were gifts and do not have receipts. I resubmitted the request and now was told that a receipt is required. I called and spoke to a customer service *** who stated that the original request would be honored and that I would receive a shipping label to send in the glasses for ***lacement. When I did not receive the labels I called back and was told that I would receive the labels by the end of the day. I then received an email informing me that the claim would not be approved without a receipt. I am beyond frustrated dealing with being told conflicting information after the original request was approved for ***lacement. The rubber nose and earpieces on both sunglasses came apart making the glasses useless. I will be looking to ***lace them with sunglasses from a different company since this has not been a good experience.

  Business response

  11/25/2024

  Hello ******,

   

  Service Request - 10827520

   

  We appreciate your continued loyalty. Please use the code below on your next online purchase to receive 100% Off (ONLY 1 Item up to $300). Valid until 12/31/25. Offer is not valid on clearance items, limited edition items, cannot be combined with other promotions/sales/insurance, and can only be used for purchases on our website. Other exclusions may apply.
  
  
  
  
  Promotional Code: AS100-V7IZWT

  Service Request - 10827518

  We appreciate your continued loyalty. Please use the code below on your next online purchase to receive 100% Off (ONLY 1 Item up to $300). Valid until 12/31/25. Offer is not valid on clearance items, limited edition items, cannot be combined with other promotions/sales/insurance, and can only be used for purchases on our website. Other exclusions may apply.

   

  Promotional Code: AS100-YIBW53

   

  Please note that this is being done as a one time exception.  Your account has been notated as such.  Moving forward, we will not be issuing you any more promotional codes.  Additionally, you will need to provide proof of purchase for all warranty claims.  We suggest reaching out to the person who gifted you the items and asking them for proof of purchase since these were gifts.  Again, a one time exception was made for you here and we will not be able to assist with complaints similar to this in the future. 

   

  Thanks and have an absolutely marvelous day!

   

  Luxottica Customer Resolution Team

• Initial Complaint

  11/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my sunglasses glasses, the pair had a two year warranty on them, the pair broke after a year, I contacted the company filled out their forms and sent the broken pair back In. They keep telling me the new pair will be sent out next week that was over two months ago.

  Business response

  11/11/2024

  Hello ****** ,
  
  
  Thank you for contacting ********* After Sales. To resolve your service request, we will be providing you with a 100% off code for you to select a new pair of eyewear of your choosing on ***********************************************;. Your service request will now be closed. Please follow the steps below to use your discount code:
  
  
  1. Visit ***********************************************;to make your selection.
  2. Once you have made your selection, proceed to check out (Please be sure of your selection before adding the code. Once the code is entered, it is marked as redeemed).
  3. Enter promotional code AS100-PF8QTY order your new eyewear.
  *The code is valid up to $300 on any one pair of sunglasses*
  
  
  Again, thank you for contacting ********* After Sales. Have a great day!
  
  
  Best Regards,
  
  Luxottica Warranty & Repair **************

• Initial Complaint

  10/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased these glasses before July 2021 which was before there 2 year warranty took effect. There was a lifetime warranty when the purchase was made so I don't have my receipt, I do have picture on my phone of me wearing the glasses on July 5, 2021. Costa denied my repair request since they said the damage was not a manufactures defect. The glasses are in perfect condition except the crack in the frame and there was no incident that would have caused this crack.

  Business response

  11/01/2024

  Hello ****,

   

  We warrant Costa sunglasses* against defects in materials or workmanship for the lifetime of the product.
  Costa will repair or replace (with an identical or reasonably equivalent style), at our option, any product determined by Costa to have a manufacturer's defect. For additional limited warranty information, please chat with us ************************************************************************.
  Costa's ***************** Lifetime Warranty does not cover normal wear and tear, scratched lenses, broken hinges, accidental damage, misuse or any other problems determined by Costa not to be defects in materials or workmanship ("Out of Warranty Damage").

   

  ***************************************************************************************************************************************************************************************************

  Customer response

  11/01/2024

   
  Complaint: 22468655
  
  I am rejecting this response because:
  They are just stating their lifetime warranty policy. So I assume that means they will send a new pair or repair this pair. The glasses were not damaged due to any careless handing. Putting them on your face should not cause $300 glasses to snap. If they were $20 glasses we wouldnt be having this conversation. There is not a scratch on them and you can tell they have not been mistreated. Their technician was able to tell this from a picture, I dont think so. 
  
  Sincerely,
  
  **** ******

  Business response

  11/05/2024

  Hello ****,
  
  Thank you for contacting ********* After Sales. We are sorry to hear that you are not satisfied with the result of warranty request.
  
  
  
  All service request results are determined by trained technicians on a case by case evaluation. As previously replied, we would be more than happy to provide a 50% off code for you to purchase a new pair of glasses on the *************************************************** site. This code cannot be used in conjunction with any sales, promotions, or cyber deals going on through the website. Could you please help to confirm whether you would like to take advantage of this offer?
  
  Thanks for your patience. If you have any further questions, please feel free to let us know.
  
  Again, thank you for contacting ********* After Sales. Have a great day!
  
  Best Regards,
  
  Jume Z.
  Luxottica Warranty & Repair Service Center
  

  Customer response

  11/06/2024

   
  Complaint: 22468655
  
  I am rejecting this response because:

  Thanks you for your offer. I have purchased 7 pairs of Costa sunglasses. Of the 7 pairs of glasses 4 were for me, and 3 for my wife. I have had lenses delaminate for no reason and you also said that was not at the fault of costa. I am curious to see an example of any pair of Costas that you have taken responsibility for a lack of workmanship. I bought my first pair at Boaters World and they have been out of business for many years, therefore I have worn Costas for many years. I have hats, shirts, sweatshirts. I have been a very loyal customer! When people ask me what ********************** is I was happy to tell them about the shark programs you helped support and tell them about your glasses.

  I have also had glasses repaired and replaced by paying the cost of repair. Costa never has once said to me that they would offer me anything other than the cost to repair or replace. In other words they have never honored the warranty with me. This is the first time I have fought the denial of the warranty. I have broken different  glasses and that was my fault, my wife lost 2 pair that was her fault.

  This pair of glasses was always handled with the utmost care and never experienced any trauma. I am without question sure that if you sell your glasses at 50% off you are still making a huge profit so are you are really not offering me anything. I have loved Costa for many years, this makes me very sad of who Costa is now. The lifetime warranty means nothing, since I know I have said it many times but the only stress put on these glasses were putting them on my face. If they were off my face they were in the case, I'm 51 years old and take care of my stuff. I have two boats and a lot of fisherman friends that wear Costa.

  I have been loyal for a long time, don't make want to tell everyone I know that wears Costas that I was done wrong. I really so want to still love Costa. $300 is way to much to pay for sunglasses that break from just wearing them.

  
  Sincerely,
  
  **** ******

• Initial Complaint

  10/06/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I purchased a pair of sunglasses of costa Del Mar brand from my local Snap On Dealer for $284.00 Dollars USD and within two months they broke. I tried contacting them personally and through their customer portal fro three different computers, and several variations of passwords that their system would not accept. I found a local Costa Del Mar dealer in ****************** in *********** Fl called *************** who would send the damaged glasses in for Warranty. These glasses were hand delivered to Beneath the sea on July 4th 2024. Today is October 6th and they were called today and still no answer from costa Del Mar or warranty replaced sunglasses either. I have reached out to them any way I could think of ********, and Instagram with repeated messages still with no reply. I am truly disgusted with their view on customer service making it impossible to contact any person there.

  Business response

  11/01/2024

  Hello ****,

   

  Thank you for contacting Costa! I am sorry to hear about the issues you were having with submitting an online warranty claim.For additional assistance with submitting an online claim, simply gather the following information:-proof of purchase -picture of damage (close and far pictures)-picture of internal temple (markings of the inside left arm)Once this has been gathered, please chat one of our warranty experts for claim assistance and provide an on the spot evaluation at ************************************************************************ !Again, thank you for contacting Costa.

  Have a great day!

   

   

  Customer response

  11/08/2024

   
  Complaint: 22387037
  
  I am rejecting this response because: I want an actual phone number to call and talk to someone. No more online it hasnt worked for almost the last year that I have been trying to make contact with Costa Del Mar. it is pretty disgusting that I have all these glasses for a year this last month purchase in October got to wear them a little less than two months and have been trying the better part of the year to get them warranted.
  
  Sincerely,
  
  **** *****

  Business response

  11/14/2024

  Hello ****,

  Thank you for contacting Costa! I am sorry to hear about the issues you were having with submitting an online warranty claim.For additional assistance with submitting an online claim, simply gather the following information:-proof of purchase -picture of damage (close and far pictures)-picture of internal temple (markings of the inside left arm)Once this has been gathered, please chat one of our warranty experts for claim assistance and provide an on the spot evaluation at ************************************************************************ !

   

  Unfortunately, our ********************** does not take phone calls. 

   

  Thank you,

  Luxottica Customer Resolution Team

  Customer response

  11/17/2024

   
  Complaint: 22387037
  
  I am rejecting this response because: I want a refund nothing more nothing less. 
  
  Sincerely,
  
  **** *****

  Customer response

  11/17/2024

  This issue has been resolved. Beneath the sea a Costa dealer in *********** Fl gave me a new pair of glasses since even they are having trouble with costa Del Mar. I am truly disappointed at the lack of customer service ******************** doesnt have. 

• Initial Complaint

  09/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a pair of Costa sunglasses as a gift in December 2020. These were purchased under the Limited Lifetime Warranty, that has since been discontinued on November 3, 2022. The frames have snapped, and I have since tried to settle a replacement with the company multiple times, but have been denied under the accusation that it is "Out of Warranty Damage". My father had the exact same defect in workmanship on the frame of his sunglasses which the company replaced without hesitation. Not only is this discriminatory because there's no objective reasoning involved here, but they are also failing to honor their legacy warranty.

  Business response

  12/02/2024

  Hello *******,

  Our apologies as your BBB complaint slipped through the cracks and we never responded to you initially. 

  Please use the code below on your next online purchase to receive 100% Off (ONLY 1 Item up to $300). Valid until 12/31/25. Offer is not valid on clearance items, limited edition items, cannot be combined with other promotions/sales/insurance, and can only be used for purchases on our website. Other exclusions may apply.
  
  
  
  
  Promotional Code: AS100-XLGT4E

   

  Thank you,

  Luxottica Customer Resolution Team

*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. ↩