Complaints

• Initial Complaint

  01/31/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 19, 2024, I purchased a pair of Prada glasses for $ 308.99. The representative who assisted me was extremely helpful in finding a pair that looked great on my face. However, after receiving the glasses, I realized the frames didn’t sit properly on my face, even though they looked good. My natural eyelashes would rub against the lenses, blurring my vision and requiring me to clean the lenses constantly. I visited the LensCrafters locations at both ******** ****** Mall and ******** Mall multiple times, usually three or more times at each location, for adjustments. The representatives worked on adjusting the arms of the frames and the area where the lenses were inserted, but these attempts did not resolve the issue of the glasses sitting too close to my face, causing my natural eyelashes to touch the lenses. Throughout my six or more visits for adjustments, no representative offered the option to exchange the frames for a pair that would fit my face properly and allow me to see clearly without the need to remove my glasses due to my natural eyelashes touching the lenses. After seeking advice from another eyeglass company, I was informed that when choosing frames, it’s important to ensure the length of the frame arms is long enough to create the necessary distance for the glasses to sit comfortably and provide clear vision. Because of the issues with the frames, I resorted to wearing an older pair of glasses with an outdated prescription. As a single mother with limited funds, my primary reason for purchasing these glasses was out of necessity, and unfortunately, that need was not met. If a representative had informed me of the option to exchange the frames within the 30-day window during any of my visits for adjustments, I would have taken that opportunity. Instead, during my final attempt to resolve the issue, a representative told me that the only solution was to continue adjusting the frames.

  Business response

  01/31/2025

  Hello,

   

  To ensure the proper team addresses your concerns we need to learn more about your experience in your own words. Please fill out our Customer Care Form so that we can best assist you. Once submitted, please allow up to 5 business days to hear back from the store.
  
  To access the form, please visit:
  ****************

   

  Thank you,

• Initial Complaint

  01/29/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On January 8, 2025 I ordered a pair or prescription glasses from RayBan.com. In my order confirmation, it said it would be delivered within 12 business days. On Wednesday, January 22, I received an email stating there would be a 2 business day delay. As of January 29, 2025, no such order has been delivered. On Wednesday, January 29, I called RayBan and spoke to a customer service agent and supervisor, both unwilling to help come to a resolution. Rayban.com is in violation to the agreement that I entered when I ordered the glasses on January 8, 2025.

  Business response

  01/29/2025

  Your order is estimated to be delivered today 1/29 per ************************** (*******************************************************************************

  Customer response

  01/29/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  

  The order is not scheduled to be delivered today as it is not even out for delivery. Every day, the tracking status says will be delivered "today" and is not getting delivered. This is the third day and RayBan continues to ignore this. My complaint remains and I ask for a refund for replacement with a different shipping method.
  
  
  Regards,
  
  ***** *****
  

  Customer response

  02/10/2025

  I have received the delivery, albeit late and without any help from Ray Ban.

• Initial Complaint

  01/27/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased my META/RayBan frames online <12 months ago and had my local eye doctor put in my lenses, which were about $500 because of all the options. The META RayBan glasses audio input quit working and then the nose piece fell off. RayBan said to send in for replacement. I sent in my META RayBans frames and prescription lenses to RayBan to fix the issues. They then messaged me and said that my glasses were out of warranty, and they were not fixing my glasses. They closed the service request and I have no idea where my glasses are! They sent me an email for $100 certificate to buy another pair, I just want my glasses and lenses back. I paid for them, I own them and I feel like they have robbed me. This practice seems criminal IMO. They have stole my property.

  Business response

  01/28/2025

  Thank you for reaching out to Ray-Ban**** about your Ray-Ban Smart Eyewear product.  When you purchase from ray-ban****, your glasses come with a 12 month manufacture warranty. The Luxottica Warranty Policy ensures that the purchased product is free from manufacturer defects (material and workmanship).
  
      What Is Covered By Warranty (examples):
          Delamination and/or peeling of sun lens coating
          Bubbles or imperfections in lens coating 
          Premature flaking or deterioration of frame coating
          Soldering defects of temple hinges and/or barrels
  
      What Is Not Covered By Warranty (examples):
          Normal wear and tear (scratches or pit marks on sun lenses )
          Any damages caused by accident, abuse, neglect, shock, improper use or storage of product
          Damage caused by chemicals (hair spray, cologne, window cleaner, alcohol, etc…)
  

  Damage caused by unauthorized modifications or repairs

  
          Loss of eyewear
          Prescription (Rx) lenses
  
  The warranty will not cover issues with your prescription lenses. If you need to start a warranty claim, you can visit:

• Initial Complaint

  01/27/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought new glasses and they cracked my lenses and would not refund my money

  I called the location today (1.27) and spoke to someone who said they wouldn't help me because I was 'out of control'. I requested a resolution/refund but he would not help, not even to offer an off the shelf pair or glasses. I do not appreciate the way I was spoken to and would like the business to contact me.

  Business response

  01/27/2025

  Thank you for contacting us. I am sorry to hear that your experience at one of our stores did not meet your expectations. We want to ensure we can resolve this as quickly as possible. 
  
  To ensure the proper team addresses your concerns we need to learn more about your experience in your own words. Please fill out our Customer Care Form so that we can best assist you. Once submitted, please allow up to 5 business days to hear back from the store.
  
  To access the form, please visit:
  ****************
  

• Initial Complaint

  01/20/2025

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Receipt Number: 1062374 Ref number: ************ $352.31 I returned 1 item. of $176. They are not taking other one. I bought 2 sunglasses to gift my family members on Jan 5th 2024. But they got an online order so asked me to return. I went to sunglass hut in a ****** store. They said to go to different store. I went to ********** mall sunglass hut on Jan 19th 2025. They took one glasses backs and said the other one has a small crack. I don't know where it is. I never opened the product at all. I bought it for a 50% discount at the crab tree mall. The guy never checked the product on display. He just gave it to me as it is. It was not a packaged product. It was on display. Everyone is trying it. They asked me to go back to the original store where I bought it. I went to a crab tree mall sunglass hut on Jan 20th today. They are having the photos of sunglasses and receipts in their phone text messages coming from other store employees. This is a violation of my privacy. How could they ask me to go to the original store. they took a picture of my receipt which had my info and a photo of my sunglasses which I paid for without my consent. I felt they intentionally sold me crack glasses. Never ever going to do business with a sunglass hut in future. I want my refund. This is not an ethical way to do business selling the damaged item and sharing my personal info to other employees in another store. It's a violation of PCI rules and PII rules. I will file a complaint. The employees are rude. Managers rule. All are like Frauds sharing my personal information across other stores. I don't know how many places they sold or shared my personal info without my consent. This needs to be investigated. All their phones need to be checked. I travelled to ******; next I travelled 70 miles to ********** mall. They asked me to go to the crab tree. I travelled 20. miles again no help. I want my full refund and apology for this kind of ridiculous behavior from the sunglass hut.

  Business response

  01/21/2025

  Thank you for contacting us. I am sorry to hear that your experience at one of our stores did not meet your expectations. We want to ensure we can resolve this as quickly as possible. 
  
  To ensure the proper team addresses your concerns we need to learn more about your experience in your own words. Please fill out our Customer Care Form so that we can best assist you. Once submitted, please allow up to 5 business days to hear back from the store.
  
  To access the form, please visit:
  ****************

  Customer response

  01/22/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  

  Hi ********* *****,

   

       * Has the company addressed the issues of this dispute?  

       - NO

   

       * If not, why? 

       - They are fraud, they asked me to go to different stores all the time and we never opened the product. We went immediately for return and they are saying some crack is there and they are sharing my personal info and photo with unknown members. not refunding my money for return. they are not returning within 1 week.

   

       * If an offer of resolution was made, has the company fulfilled the proposed offer? 

       - no offer made yet.

   

  Thank you,

  ******

  
  

  Customer response

  01/23/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  

  Hi ********* *****,

  Yes I filled the form 3 days back before you sent me. When I reached them on phone it automated to that form and I filled it. I got cheated by this business and I travelled 120 miles in 3 days to 3 sunglass hut stores. No where I found a manager in person to talk. They all sharing my product my receipt and my personal information. I don't know why they are doing this unethical practices.they told me to go to other store, before I go there they inform. That store person to reject the return and refund..this is a big scam.

       * Has the company addressed the issues of this dispute?  

       - NO

   

       * If not, why? 

       - They are fraud, they asked me to go to different stores all the time and we never opened the product. We went immediately for return and they are saying some crack is there and they are sharing my personal info and photo with unknown members. not refunding my money for return. they are not returning within 1 week.

   

       * If an offer of resolution was made, has the company fulfilled the proposed offer? 

       - no offer made yet.

   

  Thank you,

  ******

  Business response

  01/23/2025

  Thank you for contacting us. I am sorry to hear that your experience at one of our stores did not meet your expectations. We want to ensure we can resolve this as quickly as possible. 
  
  To ensure the proper team addresses your concerns we need to learn more about your experience in your own words. Please fill out our Customer Care Form so that we can best assist you. Once submitted, please allow up to 5 business days to hear back from the store.
  
  To access the form, please visit:
  ****************

• Initial Complaint

  01/20/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 01/04/25 I purchased a pair of Celine brand sunglasses from Sunglass Hut. Since they were not in stock in the store, they placed an online order for them to be shipped. Before they were delivered, I decided I no longer wanted them and made sure to read the return policy. On 01/20/25 (still within their 30 day return policy) I took the box to the **** **** **** Sunglass Hut for a return. I brought the sunglasses in the exact condition they were delivered to me. At the store, the store manager inspected the glasses and alleged there was a scratch on them and stated this made them ineligible for the return policy. She attempted to show me the scratch but I could not see it, and still cannot see this scratch, however I understand they are experts. However, I brought the sunglasses in the condition they were sent to me. If they have a scratch, then they were delivered to me with the scratch, which is not my fault, and I should be allowed to return these sunglasses. The only option they gave me was to use the protection plan I purchased to exchange the glasses. However, I no longer want these sunglasses and I should not have to enact the protection plan for damage I did not cause. I should be allowed to return these for a full refund as I am within the return guidelines, and especially because they sent me an allegedly scratched pair. When I explained this to the store manager, I was told Sunglass Hut would never ship out a damaged item, which is ridiculous. Human error occurs and sometimes damaged items are shipped. Because this alleged scratch is barely visible, it is completely possible it was missed. This business’ practices seem very disingenuous and scam-like. I would like for the BBB to help me return these sunglasses ($510 + tax), as well as the protection plan ($29.99 + tax) for a full refund in the amount of $572.39. Thank you for your assistance.

  Customer response

  01/27/2025

  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. 

   

  This complaint has been resolved with the business and no further action is needed. Thank you. 

  
  
  Regards,
  
  ****** ********
  

• Initial Complaint

  01/17/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  The date of the transaction is 11/21/24 with a posting date of 11/22/24. The order purchased was for 1 left gas permeable contact lens in the amount of $219.95. It is currently 1/16/25 and I have not received the order I purchased. I went to the office to pick up a soft contact lens order on or around 12/1/24. I asked if the gas permeable lens had arrived and was told no, but that I would receive a call in reference to it on 12/2/24. I did receive the call and M******* (front desk receptionist) left a message on my phone (that I still have) stating that she spoke with Dr. B**** and the order had been placed, but that they were waiting for the contact lens company to process the order and ship it out. After that, all communication ceased! I made numerous attempts to recover my order thereafter, but to could not. On 12/15/25, I contacted the office to request a refund. M******* answered the phone, told me that she thought I already picked them up (even though she left the messaged I mentioned on the 2nd), told me that no refund would be issued until the item arrived, asked to place me on a brief hold to check on it, and then hung up the phone. After this rude and disrespectful behavior, I contacted ****** to file a transaction dispute on the same day. The dispute is currently pending under investigation. A letter was mailed to me and received on 1/3/25. I've attached a copy of it to this complaint. I attempted to contact the office one final time on 1/13/25 in an attempt to see if I could get a copy of my gas permeable contact lens prescription. I also wanted to discuss the issue I am writing about now. I told the receptionist (whom I believe M*******) that I only received a copy of a prescription for my glasses on the day that I went for both. She stated that the gas permeable lenses were based off of that prescription and that she would speak with Dr. B**** and call me back. I have yet to receive a call! I don't understand why I can't get my measurements either!!

  Business response

  01/17/2025

  Thank you for contacting us. I am sorry to hear that your experience at one of our stores did not meet your expectations. We want to ensure we can resolve this as quickly as possible. 
  
  To ensure the proper team addresses your concerns we need to learn more about your experience in your own words. Please fill out our Customer Care Form so that we can best assist you. Once submitted, please allow up to 5 business days to hear back from the store.
  
  To access the form, please visit:
  ******************************************************* 

  Customer response

  01/18/2025

  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. 
  
  Regards,
  
  ****** ******
  

• Initial Complaint

  01/16/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Re: Request for Refund for Order #******** I am writing to formally address an unresolved issue concerning my recent order (#********) placed with Sunglass Hut. According to UPS, the package associated with this order was confirmed lost while in transit. After speaking with a Sunglass Hut customer service agent and explaining the situation, I was assured that a full refund would be processed. However, I have since verified that no refund has been issued to my original payment method. Upon my follow-up call, I had an extremely disappointing experience with a manager named Tyler. His demeanor was rude, disrespectful, and lacking in empathy, which significantly worsened an already frustrating situation. Despite my previous conversation with your agent, Tyler insisted that I complete a report and only offered a replacement option, which I do not want. I would like to reiterate that I am seeking a full refund for my missing order, not a replacement. Please note that I have a recording of my interaction with Tyler, which I am willing to provide if necessary. Given the confirmation from UPS that my package is lost, I respectfully request the immediate processing of a full refund to my original payment method. I look forward to your prompt resolution of this matter, and I trust that you will handle this situation with the fairness and professionalism I have come to expect from Sunglass Hut. Thank you for your attention to this urgent matter. Please feel free to contact me if you require additional information.

  Business response

  01/17/2025

  Once we receive your completed lost package form, please allow up to 3 weeks for the investigation. You'll receive a follow up email communication once it has been completed. 

  Customer response

  01/17/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  

  I can not fill out that form as I already stated I wanted a full refund not a replacement. I received a email confirmation confirming my refund. Failure to issue my refund as promised goes against merchant and consumers contracts and subject to a chargeback being issued. Once again I will not be filling out the form because I don’t want a replacement 
  
  
  
  Regards,
  
  ******* * *****
  

  Business response

  01/17/2025

  Our records indicate that earlier today 1/17 you called and spoke with a supervisor named Tyler who once again sent you the lost package form to fill out.

   

  Again, once we receive your completed lost package form, please allow up to 3 weeks for the investigation. You'll receive a follow up email communication once it has been completed. 

  Customer response

  01/22/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  

  
  
  UPS CONFIRMED MY PACKAGE AS LOST. It’s illegal to not refund me and accept a claim from UPS. This action can result in me filing a charge back and potential civil law suit. 
  
  Regards,
  
  ******* * *****
  

• Initial Complaint

  01/16/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This complaint is regarding the following glasses.com orders: ************* - Placed 12/3 - Canceled 12/4 ************* - Placed 12/4 - Promised to Ship 12/18 - Canceled on 1/8 ************* - Placed 1/9 - Promised to Ship 1/15 - now 1/18 I have been trying to order glasses for my disabled Mother who is nearly blind since 12/4. On the most recent attempt, Glasses.com let my order sit in processing for 35 days until they abruptly canceled it. I contacted customer service throughout the processing period multiple times and they assured me the order would go through, and it was a busy time for them - to only find out after numerous follow-ups that there was an issue with the prescription. Glasses.com has multiple process and customer service issues that they need to resolve including the following: 1. Not having them systematically validate that their lab can process prescriptions according to their guidelines before letting the website accept an order. 2. Properly educating their phone and chat representatives on the proper prescription guidelines, along with clearly informing customers about why their orders were canceled after waiting 35 days. I had to contact customer service on multiple attempts and could not get a clear answer as to what prescription would be accepted by the website. I ended up calling multiple lens crafters to determine that the max adds with the lab would be accepted as 3.5+. In addition, I had to call multiple times to get a clear answer as to why my order was canceled after 35 days. It is now going over 45 days and my Mother still does not have glasses to where she can see clearly because we have been juggled around by Luxottica, which is a big-name brand in prescription glasses, and I am surprised they operate like this. Moreover, with promotions that were going on, I was originally paying $220.20 (with a promise of a 20% refund upon shipment for the delay) for my glasses, and now have to $356.40 due to promotions that expired.

  Business response

  01/16/2025

  Order ************* has shipped per ********************************************

• Initial Complaint

  01/16/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I returned my pair of glasses due to quality issues in October 2024, right anfter I received them. The return was excepted per their policy for anThe return was excepted per their policy for a full refund. I have still not received my refund and it is January 16, 2025. I have been in contact with them through chat, email and phone at least eight times at this point. Often I do not get a response at all. When I have gotten through, I have been Initially provided a variety of different excuses for the refund not occurring . I finally had someone agree to physically mail me a check, and they said I would receive it in 15 to 20 days. We are past that window and they are not responding to me through the email chain. They continue to say they are putting in a request for reimbursement but will follow up and confirm it has been approved or mailed. They owe me $166

  Business response

  01/16/2025

  Your check was requested on 12/17, please allow up to 6 weeks for delivery to: **** ******* ***** * ******** ** *****

  Customer response

  01/16/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  

  I was told I would receive my refund 15-20 days from 12/17. I have been trying for more than two months to get a refund in total. 
  
  
  
  Regards,
  
  ****** **** ********
  

*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. ↩