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I sent back green RayBan aviators. I purchased them new and both lenses developed worn spot, wherein green color wore off in small oval shape. I enclosed original proof of purchase in original box along with glasses. Customer service told me they would not replace lenses. They insisted were scratched. I asked to appeal decision and to have glasses re-evaluated. They declined and said would not be covered. Lenses were clearly defective. Needless to say will not be purchasing anymore Luxottica products.
I spent almost $200 on a really nice pair of Oakley Ski Goggles several years ago. I've loved them and have taken really good care of them, however, they got a small crack in the inside lens a few years ago that started at the top edge of the lens and it has continued to get extend down a little bit every year until it reached the bottom edge of the lens. I called Oakley to get it warrantied and they confirmed that the goggles had a lifetime warranty and forwarded me to the warranty dept which is Luxottica, a 3rd party warranty company.
Luxottica requested proof of purchase which I provided, then they informed me that they only do a 2-year warranty and referred me back to Oakley. I called Oakley again and they said they couldn't do anything for me on the warranty but confirmed again that my goggle had a lifetime warranty. I literally went back and forth with Luxottica and Oakley four times each trying to get this resolved but to no avail. Basically, their lifetime warranty isn't worth the paper it's written on. DO NOT BUY OAKLEY PRODUCTS, this is not the same company as they were in the '80s & '90s, I remember Oakley being the best company to buy eye-wear from back then, not anymore! Do yourself a favor and buy SMITH glasses and goggles, that's who I started buying glasses and goggles from for the last few years and the couple times I've had a warranty issue they have taken care of me very fast and without any issues at all. Smith forever!
Atrocious customer service; unethical company. Do not send your return back as you will lose your money and the glasses. You are better off selling them to someone else for a lesser price. I returned my polarized original Wayfarers ($220) and received a return credit confirmation memo on July 30, 2018 but no credit to my bank account. It is now December 10, 2018 and I still haven't received my refund. They have told me 4 times that a cheque was sent out. I call back after a few weeks to follow up on the status of my claim only to find out that nothing was sent out and that there are no notes on my file. Literally 4 times the same runaround ** has occurred.
This last time I was assured my cheque was in the mail and en route (4 weeks ago) despite the previous 3 screw ups. I just called earlier only to hear "the cheque needs to be reissued, it will be sent tomorrow via USPS". Are you kidding??? I am furious, I will be reporting them to the Better Business Bureau, social media, etc. At this point I've counted it as a loss but I will do what I can to warn others of these scammers. This is coming from a longtime loyal customer who has purchased over 10+ pairs of polarized Wayfarers over the years. Unbelievable.
The frame reps in NJ are horrible. They lie, make fake minimums for orders & refuse to exchange or return frame that we have had sitting here not selling for 2 years. The supervisors refuse to help or fix the situations, but demand we pay and order more product from them. We were told (by a frame rep) the exchange rate is give 1 back, but you have to buy 3 more! (Customer support told me that was a lie). We were told we would not be given discontinued frame because they have replacement warranties (that was a lie).
When I questions the supervisors about all of my concerns, he said *I quote* "there's nothing else I can tell you, whatever the frame reps said is right..." This is ridiculous & very disrespectful after spending thousands of dollars. I advise you all **do not work with Luxottica**, find someone who sells their frames for less, is willing to exchange and respect your business! Marchon is great, Safilo is great as well!
I just got off the phone with RayBan and they informed me they have 100’s of fraudulent sites that are pretending to sell their glasses. DO NOT TRUST ANY ONLINE RAY-BAN SITE! DO NOT ORDER ONLINE FROM THEM! I was tricked by one of their fake sites and lost $400s to the fake site. And worse yet they used my debit card info to make $3000s worth of purchases before I caught it. The fraudulent sites look EXACTLY like the official site and the company is doing nothing to help the consumer. They say it is normal to have numerous fake sites out there... but I shop online on a regular basis and never have I ever come across an online presence as careless and unconcerned for consumer protection as this company! So if you are desperate for a pair of RayBans I say... "Hit up the mall!"
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Cunningham Vision Care ST Peters MO/Rayban - Bought new glasses in MA June of 2017. Also purchased insurance on them about a week before insurance ran out. The hinge on one side broke so I brought them to Lenscrafters in MO. Within 2 months one side won't close. The other side is broken. These frames cost me over 170.00. I have older glasses with cheaper frames that I have never had a problem with plus with the insurance I still had to shell out 25.00 and 165.00 for eye exam.
Purchased a pair of sunglasses for $499, they have headphones attached the model is Radar Pace. The earphones became defective in the first week, I filed a claim and received no response for 2 more weeks. I sent multiple emails and got no response for another week. Finally I called the 1800 number and waited on hold for an hour and twenty minutes. Finally spoke with a woman who sent me an email and stated they don't have parts (for a product they build) so I have to ship the entire order back and they will send another pair back in 3 weeks. I just called them as they had not even checked the item in so the 3 weeks will not start until they are checked in. Honestly I should have demanded a refund since it was within the first 30 days. Do not expect this company to do any thing to help you! once they have your money you are left without the money or the product.
They DO NOT care. Let me start off by... this was my first pair of glasses, I ordered them online. Everything went through. Took my money and all. I called to confirm everything at least 5 times. They said everything was good and I should get my first pair of glasses by Monday! You could imagine how excited I was!! Well all of a sudden they canceled my order without calling me or anything, here I am expecting my first pair of glasses ever and then come to find out they just canceled it. No real explanation. I called to see if they could help me. Nope they don’t care. I emailed called, you’d think they would want to correct their mess up but nope so I told them, "You know what I’m never doing business with y’all," they don’t care. So I go elsewhere to get my glasses and they have a hold on my insurance after they canceled my order. Now it’s been a month since I was prescribed my glasses. Never ever will I do business this** company.
Bought some $250 RB3460M SCUDERIA FERRARI's straight from Ray Ban's website with free two day shipping from Shoprunner. 8 days later, I received them. The package was well wrapped, and everything looked great until I got the glasses out only to find a lens had popped off, the nose piece was slightly bent, and one of the lens had a tiny scratch on it. These folks actually sold me a pair of USED Ray Bans for retail. After 15-20 min on hold for CS they told me I would eventually get a return label emailed to me. Sending them back and never buying Ray Ban brand again. Getting used glasses directly from Ray Ban is totally unacceptable and I can never trust them or the brand again. The whole experience from the beginning to end was a disaster.
RayBan hacked my DEAD brother's Facebook page and sent advertising to me and NINE of my relatives. It is quite shocking to get text saying my DEAD brother sent me a photo. SHAME ON RAYBAN! THEY ARE HEARTLESS AND DISGUSTING.
I see all negative reviews, so I will add my positive one. The film on the inside of my Oakley glasses started to peel or become worn. I took the required pictures on the website, filled out the claim form and 2 days later I was sent an email that they would cover the cost of warranty. While the site say it takes 2 weeks for them to processes a repair. I was sent my glasses back in the mail in 3 weeks. They didn't repair mine, but sent me a brand new pair of the same model. While they did take the extra week, it saved me $150 from purchasing a new pair.
I have a pair of Wayfarer Ray-Bans. The lens fell out and broke. I was approved via email to get replacement lens for $45. However, I have to call the 1800 number first to pay them over the phone, then I can mail them in. No problem right? NO! I’ve called 4 times and have YET to get a human to talk to. When I chose the callback option due to “high call volume”, I get hung up on as soon as they call me back. Or if I chose to hold, I’ll hold for 50+ minutes before hanging up. I cannot understand why I can’t just pay online, like Costa lets you, and then send them in! Never order Ray-Ban again.
The gel nose pad on my OAKLEY prescription glasses became displaced and was subsequently lost. When I contacted the store I bought them from, they told me to contact Oakley. Oakley advised me to send the glasses to their repair shop. I sent the glasses to Luxottica Warranty and Repair Service Center McDonough GA 30253. They were returned WITHOUT PRESCRIPTION LENSES! WTF?
This company is a complete joke. I have been a loyal Ray-Ban customer for many years and will NEVER buy Ray-Bans again. I recently ordered replacement lenses after my aviator lens cracked. I ordered them over the phone (since the company is so antiquated that you can't order them online) and was told to wait 2 weeks because they "are being shipped from Italy." Over 2 weeks later, still no delivery. Of course, the company doesn't offer tracking (their excuse is that since they are shipped internationally you can't get a tracking number... again, what a joke!).
I called customer service and they claimed they had been delivered. I asked when they had been delivered and they said the day after I ordered them. When I pushed back and asked what happened to the 2-week lead time to be shipped from Italy, they fessed up and said that the shipment never went out. The customer service rep. then said she would place a replacement order and that again, it would take 2 weeks to be "shipped from Italy." I have not received a confirmation email for the order. We shall see if they are actually delivered this time. It is ASTOUNDING that a "luxury" company treats its customers like this. I will never ever purchase any products from this company again! If I could give them zero stars, I would!
My first review to BBB as company didnt honor 15 day return policy for my wife. Business agreed store didn’t act in good intentions based on overall customer service experience provided. Last week, shortly after having my initial issue finally resolved their corporate sent my wife and I a certified a letter saying we can never be allowed to go to any of their locations ever again? Please reference previous compliant I.d ID ** made to BBB. Upon filing original claim ID referencing the massive embarrassment Lens Crafters store put my wife and I through, they delivered an exchange two months later. (Please see below correspondence Lens Crafters initiated towards first complaint made with BBB) Lens Crafters made me believe they were sincerely apologetic and took ownership over complaint, they even urged me to give them another chance by providing an open invitation to visit their stores.
Sure enough my glasses purchased in December were cracked, I went to their NJ East Hanover store for an exchange. I waited an hour only to have a manager inform me I can’t be serviced and that I will be receiving further correspondence from corporate... (how can a business retaliate for providing feedback to BBB like this). A few days later I received a cease and desist letter stating I’m no longer allowed to do business with any of their stores or online to include all brands associated with Luxottica???
Adding insult to injury my wife who was already humiliated during the first ordeal was also effectively blacklisted in a similar fashion? I called Lens Crafters and spoke to their HQ (same number below) and was told this was not the case. Three days after speaking with Lens Crafters HQ a UPS urgent package came referencing the same letter addressed to my wife and I? It’s inconceivable to have a company this awful and rotten be allowed to operate in our great nation.
I took liberty of looking at other customer reviews through ConsumerAffairs, no surprise out of 369 reviews company received a one star rating. (please see below) https://www.consumeraffairs.com/eyeglasses/lenscrafters.html. End result I paid for insurance which was not honored by Lens Crafters and Luxottica being their parent company based on a one year assurance. I also wasted close to two hours to try to file claim and replace glasses at their store only to be kicked out and be humiliated once again?
Gold rim discontinued Ray bans. I only owned the 200$ glasses for about two years and barely wore them. Well the lens just fell out one day riding my motorcycle. I sent them in and I couldn't find my tracking info. Well they said I was sol. After I found my tracking info they came back the next day with, "It's not a defect!!!" Well what do you call a pair of 200 dollar glasses just falling apart (ungluing).
I was surprised when I went on here to offer review, and - well, guess it doesn't matter because everyone gave them a 1 star. Persol (first pair I've gotten) 2747 S version - and they never fit right and seemed to just be awkward on face. One day the top rim over the lens just broke, and lens fell out. Lucky I caught it. Sent pictures, explanation, etc. and only wanted that cheap frame. I'll put old lenses in. Their COGS must be like $20 on that... but nope, they said they would repair for $179 - GMAFB. Never again, wouldn't buy these. Just super cheaply made (I don't care if Italians made them, I'm Italian and embarrassed for them). Moving on to another supplier.
I placed an order for sunglasses which they had told me would arrive in a few days. Needless to say, they never arrived. I was under the impression due to their prices they were a reputable company; however, it couldn't be further from the truth. After calling customer service, they informed me that my order was on "delayed status." I questioned them as to why I hadn't been notified of this to which their response was: "we don't have to." I subsequently requested to cancel the product that hadn't yet shipped and a full refund. They responded they could not do so. They began stating that their Warehouse had moved and it has been impacting orders. They continuously repeated that they do not have to inform their customers of any issues regarding the sale. This has been a horrible experience and I will never shop nor recommend this brand to anyone!
Bought a new pair of Ray Ban Aviator sunglasses on Ebay several years ago. The paint is coming off the metal frames in several places. Product is out of very limited warranty. For expensive glasses, the product is a joke.
Purchased a pair of Ray-ban sunglasses online and completed the transactions successfully. But I am not getting any confirmation email nor status of shipments thereafter. I cannot login using my valid email address. Called customer support line and she tells me they are moving the warehouse and having technical problem with order status and confirmation emails and promised send me confirmation email shortly. Never got this either. Received the glasses few days later and it was too small and trying to return now. Still cannot find my order online where online instruction is telling me to print the return label form and called customer support again and this time, it's telling me to call back because none of the customer support is available. What's happening here?
I did file a warranty claim for my Rayban sunglasses cause the lenses start to peel. Luxottica did approve the claim. Unfortunately because my sunglasses were discontinued; Luxottica offer me a comparable/exchange of the same brand at the retail value of my original eyewear. Until here everything looks great and make sense. Well when it is too good to be true...
The model of the Rayban that I choose is not in their inventory according to Luxottica. It’s been a month that I am waiting and always when I called it is the same response: “Sorry your glasses are on back order!!!” Luxottica don’t have any access to its inventory so why they have a warranty on a product if they cannot order another one or even know when it will be available. I did emailed them. Also calling many times but always the same response!!! By the way they requested my damage glasses to be sent first before sending new one. My glasses were received by Luxottica. What a shame for a company such as Luxottica that is known worldwide dealing with customers like that!!!
Bought RayBan semi rim eyeglasses RB8412 in end of November 2017 paid over 210 eu. After 15 days frame on right side over the lens split itself in half. Contacted RB site. They told me to ask for warranty with my retailer. Did that. They sent frame to Luxottica (and then we exchanged few emails) which claimed that everything is perfectly normal with frame and that it requires ''working space''. When I asked them why does it only need working space on 1 half of frame I was left unanswered. Warranty declined.
Looked over several same frames in Serbia where I am from and they all have more or less defect on right side of frame above lens. Now I am looking at same frames in Germany and none of over 10 I am holding in hand has same defect. Definitely company whose products you should avoid in wide range considering they are obviously having same prices and different quality depending on market. Finally the store itself agreed to purchase me new frame and I have to wait for it 6 weeks, I truly hope that it will be of same low end quality with same faulty defect that I can then use for further legal affairs. IF POSSIBLE AVOID. IF NOT GO BLIND!
I ordered a pair of glasses for a Christmas gift a week before Christmas because it was estimated to be DELIVERED on the 12/19. When didn’t show up and I didn’t get an email I called them and they said we never processed the order until Monday and I was promised that the order would ship out on the 19th for delivery on the 20th, and if not it would ship out on the 20th for delivery on the 21st. Still have not received my order. I call them and they tell me they might be able to ship it within the next 24 hours so I demanded that they cancel the order, they refuse and tell me it’s too far along in the processing! (but you just told me it never left the warehouse and still waiting to be picked) Rip off company. Better luck with Amazon.
I bought a new pair on sunglasses during a sale. The pair I received was damaged on one side, so I called the company asking for an exchange. I actually really disliked the lens color as it was too light (polarized), so I asked if they could give me sunglasses with the darker polarized lenses (same price as the ones I had ordered before). They would not do it, said I had to get a refund and make a completely different order (no more sale for the same glasses at this time). I decided to buy from Sunglass Hut instead because they gave me a student discount and the price ended up being the same. If Luxottica group had simply taken back the defective glasses and sent me the same ones, but with different colored lenses I would have given them my money. They wanted to make things difficult, so I ordered from a different company. Not a good way to keep customers Luxottica!
SCAM!!! Luxottica, I bought a pair of RayBan's. Sent them in for repair under warranty. They won't. $75.00 to repair them. Luxottica is a rip off. Don't buy anything from them... They will Rip you off.
The temple on my Oakley sunglasses broke. After many attempts to file a claim and actually make contact with someone at Luxottica I was told that my frames were discontinued (naturally) and the best they could do for me was sell me new ones at a discount. I chose to use framemender.com instead. They were great. I sent them my glasses and in less than a week I had them back. The repair has a lifetime guarantee and the cost was $50.00 instead of $300.00. Stay away from all Luxottica products if you possibly can.
My son purchased a pair of RayBan for me for Christmas. I had a problem with the nose guard and ear guard falling off and found Luxottica's website for warranty information. It stated that I should go to the retailer where they were purchased. I did that and was told that they did not handle anything regarding repairs or warranty and that I should just buy a new pair. Seriously, when you spent $200 on a pair of sunglasses, why would I expect to take advantage of the warranty? I then went to the website and called and was told to do a claim on their website. I did that. I got no response as far as a confirmation so I called a few days later. I was then told the website did not work and to email the same information. I did that, still nothing. I then got an email stating that I needed to fill out a warranty claim form that was attached and to send in pictures (3rd time). I did that, still no response.
I called and was told they had no information from any of my contact. They finally located it and said no parts were available and to once again send information to that agent. Oh my Lord! She then told me on the phone they would be sending me a new pair since they could not repair once I sent her the requested information AGAIN. Last response was that she would send to a technician and a new pair would be waiting for me once I got back from vacation. I have been back from vacation for 10 days now and called again. This agent told me that nobody told me I would get a new pair and "did I have documentation?". No, guess I should have recorded the call. He said the technician denied my repairs yet could not provide any details, and they had sent me a PayPal invoice to order parts (the ones I was told did not exist). I never received a PayPal communication.
I asked for a supervisor to review my call I had with the agent Marbella. I am sure I will never hear back, never get my glasses fixed but can absolutely guarantee I will not purchase any glasses that have any connection with Luxottica. At the least, when you purchase a product, the company should stand behind them and make some sort of minimal attempt to ensure the consumer has a pleasant experience and repair their product they boast to warranty.
I had a similar terrible experience as described by other reviewers: June 2017 sent Prada sunglasses in, paid $30 via PayPal - 9/6/17 received broken glasses with a lens floating around, I guess this is a DIY establishment. RIDICULOUS company - these people are so pathetic, they would have to work really hard to be as unprofessional and fraudulent as they are.
I placed an order in June of 2017 and was promised a delivery date of two weeks. When the lenses never arrived, I had to call and email to receive a response, in which they said they were back ordered and would be two more weeks. By the end of August when I still had not received the lenses or any sort of communication from their company, I had to email multiple times (with no response) and finally managed to get a rep on the phone who confirmed they had placed the order wrong, and put the wrong home address (not my problem). Now they claim they cannot expedite or provide any make-good, and I'm back at square one hoping the order was placed and will arrive in two more weeks. Furthermore their representative was lackadaisical. DO NOT recommend ever doing business with this company, and have reached out to Tiffany & Co. (the makers of my glasses who recommended them for lens replacement) to let them know of this experience.
I am writing in regards to the awful way Ray-Ban have handled my faulty order and the lack of effort to correct plus bad communication with me. Placed an order for glasses on the 21/06. I received my order on the 26/06. I opened the glasses out of the box, one of the lenses was sticking out of the frame. Would also click in and out of place making a noise. A lack of quality control. Following day I called their warranty helpline and explained the faulty glasses. A man advised to send them back and they would issue a replacement straight away. The next day I shipped the glasses back to Ray-Ban, just to confirm, I rang their helpline again to check how long it would be until I received my replacement, the man advised 7 days.
7 days later I still had not received my replacement, so I called up the helpline again and was advised the faulty glasses had been received and that I would have the replacement by 10 days, not 7. I waited a further 10 days and the glasses still had not arrived, so AGAIN, I called helpline, this time I was advised that it was 14 days for a replacement to arrive and not 10. I mentioned that I had been told a variety of stories and I was getting upset, the female adviser said that if the glasses were not here by 14 days, to give them a call and I would get a goodwill gesture like a free case.
14 days, still no glasses, called up again, this time started getting names. I spoke to a girl named Jenny, Jenny only now on my 4th call started an investigation. After a couple more days I received an email advising replacement would arrive 24/07. I emailed Jenny to ask why the delay and how I would go about the free case, no reply. Replacement arrived 24/07. I rang Ray-Ban and spoke to Beth to make a complaint, she said a manager would contact me the next day to explain and assist. No manager called and still no reply email. Ray-Ban have not only taken a month to get my order to me, but also made it impossible for me to make a complaint!
Luxottica Group/RayBan Company Information
- Company Name:
- Luxottica Group