Complaints

• Initial Complaint

  02/16/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  i purchased lenses, frames and protection plan on 1/23/22, picked them up on 2/8/22. i went today, 2/16/22 to return the glasses and ask to have lenses put in an existing frame. The frames do not fit well after having them adjusted, the arms are loose, and they make a constant squeaking noise. i am a nurse and it is a patient safety issue if my glasses are falling off. i was told by the assistant manager that i could either exchange for the same frame and lenses, purchase another frame and lense or have the lenses placed in my frames. I told them i just want the lenses put into my frames. i was told that it would cost me an additional &900.00 (after the refund for $798.99) for a total of $1654. just for lenses but if i purchased a new pair of glasses it would not be as much. i am well within the 30days and protected by my warranty to get new lenses.

  Business response

  02/17/2022

  Hello ****, 

  We have received your BBB, and are very sorry to hear that you are not satisfied with your new glasses. You are within the 30-day satisfaction guarantee, so we would be happy to provide you with a complete refund for your eyewear. However, if you are wanting new lenses crafted by us placed into your own frames, there would be a charge for this, as we cannot provide new lenses for free, even if they are going into a customer's existing frame. We automatically apply discounts for complete orders (glasses and lenses), so this is why you would receive a discount on the lenses if you purchased a frame, as opposed to just purchasing the lenses by themselves. We apologize again that you are unhappy with your eyewear, and like our store location stated previously, we can provide a complete refund if you wish, or provide an exchange for a new frame and lenses, but we cannot provide you with a refund, and a free set of lenses in your own frames. Please contact your local store with your decision and they would be able to assist you further. 

  Best Regards,
  Customer Resolution Team
  LensCrafters 
  
  

  Customer response

  02/17/2022

  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. 
  Perhaps LensCrafters did not understand my complaint. Never once did i or would I ask for free lenses. As i said, i offered to return the glasses for a refund and just BUY the lenses to be fitted for my existing frames. What do i need to do to get my refund. Thank you.
  Regards,
  
  **** *********
  

• Initial Complaint

  02/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, My name is ***** ******, I am a cookbook author and teacher and I reside in Chicago. On October 26, 2021, I ordered a pair of ****** ****** ****** black-framed lenses, Green Classic G-15 sunglasses. I was initially very happy, as I got them for half price, paying $101.98 for a pair of Raybans. The most I have ever paid for sunglasses, and without a doubt, the most I will ever pay in general for sunglasses after this experience. I received a pair of sunglasses that at first look appeared smudged. I left them in the case, as I was afraid of honestly wearing them and messing them up even more. My boyfriend promised to clean them with the RayBan cleaner, I thought I was just doing it wrong. Over the past four months, I have taken them out to attempt to clean them numerous times. The first time, I tried to buff out with the included cloth, the second time I soaked them in a bowl of water, the third attempt, we used RayBan's cleaner. At this point, my boyfriend suggested I contact RayBan, as spending $100 on classes that were unwearable was not ideal. Contacted customer service, was sent a link, filled out complaint. Was sent a denial that my classes were "out of warranty" and they offered to fix my glasses for about 4.00 more than I paid for them. Inquired and was kindly answered by ****** (who was helpful!). But she is in Europe, so she sent me to US customer service. U.S. told me to start the process again, without sending the link I need to do so. She also indicated they were just dirty/I was cleaning wrong. I would just like to have sunglasses that are wearable. I am not trying to scam a pair of sunglasses (which is how I feel I have been addressed), I am happy to send you these to fix. All I want is sunglasses fixed so that I can move on from ever dealing with RayBan again. I feel like I have been treated like some scammer just trying to get what I paid for. I'd rather do as ZZ Top did and wear Cheap Sunglasses from now on. And will. Please help.

  Business response

  02/17/2022

  Hello ****** 

  We have received your BBB, and are very sorry to learn of your experience. After researching we can see that you have already contacted our Warranty team, who has asked you to submit a new claim with the online receipt you received for order*********. They have also contacted the online team on your behalf and had this emailed to you. I can see a copy of this in the attachments. Unfortunately we cannot handle warranty requests through here. Please follow the instructions our warranty team has previously sent you through email, and complete a new claim. Once they receive the new claim with the proper information, they would be able to assist you further! 

  Best Regards,
  Customer Resolution Team
  Luxottica
  

  Customer response

  02/17/2022

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

  A second claim has been filed prior to receiving this email from Rayban. Awaiting resolution. I would like to keep this open until this situation is resolved. 

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

• Initial Complaint

  02/15/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a pir of discount eyeglasses ( frames and lenses) on Nov.30,2021 at Lenscrafters **** *** ******* ****. Ottawa. I was not happy with the discount brand they sold me so I returned then back to the store on Jan.20,2022 and up graded to more expensive Rayban frames and RX lenses. I picked up my new glasses and there was a terrible creaking noise to them which I thought were the spring back arm hinges. I brought them back in to the store to have them looked at the gentleman at the store said the Mangager was not in store on Sundays but looked at them and told me the lenses did not fit properly and I must bring them back in when manager is in and they will take care of it. I called the store on Tuesday Feb.15 and spoke to someone claiming Tobe the manager an theysaid bring the glasses in and we will look and order new lenses that fit properly but I would have to leave them with them, which I agreed to. I went in to the store on the same day and they took the glasses in the back and as they were looking at them a woman came out from the back of store and did not apologize for making glasses incorrectly she simply said that if I wanted lenses that are correct for the frames ( which I bought from them ) that I would have to buy another set of lenses and they could provide a 50% discount. It is not my fault that they either ordered the wrong lenses or were made incorrectly in the first place ( I am not a Eyewear specialist like they claim to be). I will not pay more for new lenses that they made the mistake on. I want new properly fitted lenses or my full refund of my original cost plus the upgraded price. I feel the employees at that location are simply not trained well enough and do not have proper knowledge of eyeglasses. Those lenses not my responsibility and the store should own up to their mistake and maybe take a lesson in customer service if they want repeat business.

  Business response

  02/17/2022

  Hello *******, 

  We have received your BBB, and are very sorry to learn of your experience. We did speak with management and decided to reorder a brand new frame with lenses, free of cost! Our manager stated that she has left a message for you on your voicemail, and should also be sending an email as well. Please contact our team back when you get a chance and we would be happy to assist you further! 

  Sincerely,
  Customer Resolution Team
  LensCrafters 
  

  Customer response

  02/17/2022

  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,
  
  
  ******* *****
  
  

*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. ↩