Luxottica Group/RayBan Reviews

So with confidence that I was going to get a replacement, they are not under warranty. I asked to have the glasses shipped back to me, and whenever I call, they hang-up on me after a 30-minute wait. This is about the worst company to deal with. Do not send your money to them!!!

They then informed me I can try to return the old style glasses they make available with their coupon to the local store but won't guarantee they will accept the exchange. And by this point, this has been going on for almost 2 months. They have only made one email contact with me on how to ship my glasses to them in the very beginning, but every time I ask for email confirmation, they fail to send it. I asked to speak with a manager. They said it would be a mandatory 72-hour wait for a follow up phone call. I have now been waiting 13 days and still no reply. Here is their information so you can see for yourself the frustration I have been experiencing. All I want is my original glasses back at this point! My notification number is: **. Luxottica, Consumer Warranty Dept., PO Box 3070 McDonough, GA 30253, 1800-343-5594.

Very agitated, I called them and asked why this was done. Crystal, the woman helping me, told me to write a note about what I wanted done along with the glasses and ship them. This is the part where I nearly bit my tongue off. We went over what I had done and about the conversation we just had, her response was the same. This cycle was repeated three times. She beat me; I hung up in disbelief that what happened actually happened. My point is, Ray Ban sucks. Buy Maui Jim. They will stand behind their product and their customer service is great.

Second of all, my glasses didn't break for any misuse on my part. I am extremely careful with all my belongings. It was a manufacturer's defect! Third of all, I can't afford new frames (even if at 50% off) plus hundreds of dollars for the lenses! What kind of warranty is this?! To make matters worse, for me of course, today my current eyeglasses (Prada, also made by Luxottica) broke the same way. Pin fell off. This frame is only 8 months old! I called Luxottica and they want me to send the Prada frames in, except I don't have a replacement and can't live without glasses! As for my Burberry frame, customer service representative will contact repair department and see if they can replace the temple/arms with parts of a different color. But I have to call back in 5 days for an update. There was a time when Luxottica had great quality control. What happened? What should I do now? I am enraged!

Calling the number, you get placed on hold if you're lucky. They are out for lunch from 1PM-2PM everyday M-F. A couple of times I have received a message saying the whole office was closed due to inclement weather (I looked up the weather for where they are located in GA, sunny skies and I don't know what weather they are talking about). They say to call from 9AM-1PM for the best experience, this is ** as well. After holding anywhere from 10 minutes to 2 hours, it says please hold through the silence. Great, 9 times out of 10 you will get disconnected and have to start over. If you actually get through (I have tried literally almost 30 times and have gotten through successfully 3 times), you get a very rushed and I don't want to say rude, but someone who doesn't care representative. I was greeted by a swift "Luxottica," no, "Hi my name is... What can I do for you?" I told the story and the lady hurried up and told me exactly what was on the website nearly word for word, no other information.

Sending the glasses in, a few weeks later I got an email saying that it was my fault due to scratched lenses. My lenses didn't have one scratch on them. They wanted me to pay money to fix them. I tried and tried to call again to talk to someone. After getting through, she said she would have the people take another look at them and make note of what I told her. A week went by and I heard nothing, after the lady said it would take about 3 days. I called again (many times before I went through) and she said they approved the warranty repair and they will start the process. It has been 2 months now since that phone call and I have not received my sunglasses back yet. I am now trying for the 3rd day in a row (I work during the day so calling them during hours is a bit harder) and haven't been able to get through. I will never buy another pair of sunglasses from Sunglass Hut/Luxottica ever again. I am furious at the situation and how it is being handled, and the fact that I cannot get a hold of anyone to even see what is going on. Bottom line, stay away at all costs.

If we treated our patients and customers the way Luxottica treats their B2B customers, we would not have any business at all. Horrible, disappointing, bad products and even worse service. Also, everything we order, every order we place for any Luxottica brand, at least half our items are on lengthy backorder! Believe me, if there were any way around it, we would not choose to deal with this company. I guess they think that we just have to deal with it, since they are such a big corporation. I wish they would demonstrate a little loyalty to their customers!

I sent them into Luxottica explaining my situation. I didn't hear a thing for months. Finally had to contact them in May to find out what was going on. They emailed me back saying that it would cost $22.50 to repair them, as it was a result of normal wear. I responded that the temple tips were defective. Otherwise, how could my 8 year old pair, that saw daily use, have temple tips that were better condition than my new pair?

They emailed me back saying that they would supply me with a brand new pair for $22.50, the same as it would cost to repair the scratched lenses. Huh? I responded the lenses were fine, it was the temple tips that were, and to return them ASAP with new temple tips. I just received them a few minutes ago via UPS, same condition as I sent them. Needless to say, it will be the last pair of Ray-Bans I purchase.

Approximately six months ago, they have my sunglasses and I have the certified receipt but they cannot help me - no glasses, no money, no conversation. I don't believe that is the way to do business. I am completely disappointed. Magharabi has their hands out taking money from consumers but does not take care of them. This is an unacceptable service. No correspondence, no phone service, no email returned, etc. I will not purchase anymore RayBans if they want me to purchase an item that should be under warranty. If you want any level of service, go to another brand.

Two to three months went later and - bam! Those discolored rings appeared. I searched around and it turns out that other people have had the same issue as I have. This time they tell me that it is a manufacturer's defect and that they will replace it with no charge. So why did I even have to pay for it the first time?! They were the same exact problem.

I called them up and the representative, who by the way did not even tell me her name and was very rude, told me that during the first repair the lenses were replaced due to scratches! Are you kidding me?! I sent them a summary regarding the discoloration, and on their system they put scratches?!

The Feds need to investigate this company! Do you hear me Feds! This group is a total scam! I will never purchase anything from the companies they own:

5. Pearl 1 Vision

Also I would like to add, since my experience with this company, and sharing it with everybody I talk to. It seems 75% people I share my story with have had or heard of these poor ethics these companies provide. I have a little inside scope of this company, for a good friend of mine worked at LensCrafters for a few months, she also showed me her notes from training. A few things they train their sales people are: complaints from clients are a gift and customers time is very valuable. Well, they must have a ton of gifts. My time all of 5+ hours on the phone with these clowns has cost me. Note I own 4 clothing companies, and can't understand how this garbage company is still doing what they do, and not in jail!

I was told glasses were out of production and no replacement parts available. Further, I was told not even a comparable size/color temple was available, which seemed to be implausible.

I was told to send frames and to provide address for possible repair/full frame replacement. I received a letter about 2 weeks after sending. It states the temple/hinge insert was unable to be fixed or replaced. Instead, I was offered a 50% discount on a new pair of Ray-Bans at any retailer.

After numerous attempts at contacting by phone, most of which included extended wait times with multiple pre-recorded voices, more than two of which ended with disconnects upon transfer to "live agent" (all of which seemed to be a ploy to dissuade callers from proceeding), requested original frames be returned.

I took the glasses to Sunglass World and they ordered a pair of arms. After 3 weeks I found out that Sunglass World could not get the arms. I called Luxottica and they told me that the Wayfarers were discontinued but they do have replacement parts (on my first conversation, I was told they did not have parts). Basically, the representative told me that I was out of luck because the glasses were over a year old. I told the representative that it should not make a difference because the glasses were defective when I purchased them. She then told me that it would cost me to repair them, plus $12.50 for handling, plus my cost for shipping, insurance, etc., and it will take up to 2 months to receive them back.

I don't believe that is the way to do business. Luxottica is living off the Ray-Ban name pure and simple. Luxottica will not receive any of my business ever. They are the worst company that I have ever dealt with. I am completely disappointed. Luxottica has their hands out taking money from consumers but does not take care of them.

I finally got a live person who then informed me that they couldn’t repair the glasses. They could not get the parts because they were discontinued. They are now offering me a $335.00 credit only with them. The glasses originally cost $335.00. I guess my $52.50 didn't mean anything to them. I requested a newer model in black and white (sunglass hut still had these). Luxottica claims they are no longer making this color only brown variation. I reluctantly agree to take brown since I am going on three months and they are hanging onto my money and glasses.

Remember that ray-ban life time warranty? It's gone - it's now one year. Also, don't think you can go anywhere in town and get your glasses fixed - they won't touch them. You are forced to mail your glasses in and then good luck getting them back. I'm still waiting...

I am utterly shocked by the lack of service from Luxottica. I paid in full for my repair almost 5 months ago. I included all of my information when I correspond (including my notification number) yet I rarely, if ever, get a response.

Today, I was told via email that he/she (no name given) was sorry that I had experienced bad service and that I should call them! I have been told that they are not allowed to send me to a manager and that they are not allowed to give out names of managers. The sales office will tell you that they are not customer service and they can't help. Sales team - please remember that when you wonder why you aren't getting repeat customers. Basically, if you are not happy, you have nowhere to go. Ray-ban cashed my check and charged my credit card literally months ago.

If you are buying ray-bans and expect nothing from the home company, buy them. If you want any level of service, go on to another brand (except oakley - they just got bought out by luxottica! What a shame.

Both pairs of glasses are in perfect shape except for the noted needed replacement parts. Ray-Ban should be proud of a high quality product that lasts this long, but they must also have parts. Heck of a way to run a company - dispose of all old parts for very common sunglasses. This is the last time I'll ever buy of Ray-Ban or Luxottica.

About 9 days later, I got an email from Luxottica that said nothing and had an adobe attachment. I opened the attachment and It went on to say, "Upon evaluation of your eye wear, we determined that the needed repair was not due to defective material or workmanship. Nevertheless, as a courtesy to you, our valued consumer, we would like to extend an offer to repair your eyewear or replace (based upon availability) at the reduced price shown"

I called the number, and after holding for around 10 minutes, I spoke with a woman and explained that I did not understand how it is not a defect, and she said basically "Do you want to pay or not?". I continued to explain that I did not understand how this was not a defect and she just said the same thing. I had no choice but to pay. She said "Thank you, it will be 6-8 weeks". I said, "Is that it?". She said, "What else do you want?". I said, "I asked you several times to explain how this is not a defect?". She said, "I do not know. Would you like for me to have a manager from customer service call you?" I said, "Yes, please!" I also explained how this is not the quality that Ray Ban has a reputation for and that I am very disappointed. I am waiting for a return call.

On May 19, 2011, I received an email response to my inquiry on how to purchase a replacement case from Ray Ban customer service which gave me a number of their warranty service office in McDonough, Georgia. That response asked me to call that number to place my order. I placed my order with Ray Ban customer service person who told me that the order was shipping from Italy and that it will take about 2 weeks for me to receive my case. In the meantime, I do not have a case to protect my three hundred dollars investment (prescription lenses).

Today, 06/08/2011, I called the customer service to get the status of my order and a very rude customer service person threaten to put me back int the waiting queue, because I told her that it is unacceptable to offer me a refund after waiting for 3 weeks for my case. It is unfortunate that whenever you call the customer service number, you get the same "due to our recent upgrade" message. Last time I called, I waited for 33 minutes before I hung up. The customer service persons realized that the wait is usually long, and therefore, they will tell you that they will put you back in the queue.

Three weeks later, I received a letter from Luxottica requesting that I call their customer affairs department. I called and the call center was down but the machine said it would be up the following day. Again I called, same recording. The third day the recording was changed to state the center would be up the following Monday. On Monday I called and the message said that Wednesday they would open. On Wednesday the message now said the following Monday.

On that next Monday I called and waited on hold, due to high call volume, for 34 minutes before being disconnected. I waited till Wednesday to give them time to catch up. On that Wednesday, I waited on hold for 45 minutes then hung up out of frustration. I waited another week and called again. The message stating they were having unusually high call volume due to system changes was still on and I waited 28 minutes. At that point I spoke with a particularly rude woman who told me I had obviously mishandled the glasses because there were scratches on the frame.

I told her I wasn't returning them because of the scratches, but because of poor design. She told me I could pay $150 and receive a credit for the full amount of the sunglasses ($340). So I went into Sunglass Hut to try on new pairs and decided I like the original pair I had. I called back and they said they were no longer stocking those sunglasses. But, I told her, they have them in your stores at Sunglass Hut, and its a Luxottica store. She told me to choose another pair and to provide the exact product number.

I asked if she could tell me the color of the lenses of a particular product number and she could not. I asked her if she had the internet to look it up on Persol's website and she said they didn't have the internet and to call back with an exact product number. Well, it's been about 6 months since this ordeal started and I am no closer to resolving the issue. Their consumer affairs number is still stating they are experiencing unusually high call volume and I have been on hold for 27 minutes so far.

It is my opinion that Luxottica uses their financial power and large distribution network to muscle small sunglass designers into selling out to their conglomerate. They then outsource all production to Asia while systematically discouraging customers from returning faulty products.

My advice: Never ever buy a Luxottica product. I also believe the government should examine their vice like grip over the optical industry and investigate them for discouraging competition and monopolistic practices!

I received a letter dated February 24th 2011 detailing a repair charge of $71, which I paid by credit card on March 9th 2011. Shortly afterwards, I received a pair of glasses, but was surprised and disappointed to find that the model I received was clearly inferior in quality to the ones I sent in - the frames were of a much lighter and flimsiest material. Further, the cloth for cleaning glasses was sopping wet, and wet enough to ring water out of it. When I checked the Luxottica website, I found that there are original Wayfarer (which shows as model number RB2140-02) and the new Wayfarer. I know I paid $200 for these glasses, leading me to believe I bought the original ones, and based on the noticeable difference in quality, I'm sure of it. Based on this information, I called the 800 number, explained my issue, and was told that I would get a shipping label in the mail with which I could return the glasses for exchange.

After a week without receiving the label, I called again, and this time I received one via email. I printed the label and returned the glasses in a small box and sent them back via UPS on March 18th.

Again, I waited until the week of April 4th, and when I still had not received my replacement glasses, I again tried calling the customer service line. Of course, that's when there was some problem or switchover with their phone system, and I was not able to get through until April 15th. At that time, the customer service agent told me that there wasn't any record of Luxottica having received the glasses, and asking if I had a tracking number. Given it was their shipping label, I didn't see any reason to keep a tracking number. The agent told me that she would check with the shipping department and call me back. I didn't get a phone call.

Finally, this morning, I called again and re-explained the issue. The agent asked if I knew what the model number is. I didn't (and still don't) because I'm just the retail customer. However, when I got back onto their website, with the agent listening, and found the glasses, I'm most sure were the same model, I was told that the model number is no longer available with polarized lenses, despite the fact that it's on the website with polarized lenses. The agent mentioned that the model had not been manufactured with polarized lenses for about a year, which I have a hard time believing since that model is clearly on the website. I expressed this doubt, at which time the agent handed me over to Monique. I again went through the entire chronology. Monique's response was that the pair I originally sent, had been thrown out and that it's now up to me to start calling the store and try to find out the specific model number.

I've already spent way more time than I should have to track down what happened. For some reason, I can't get a pair of replacement glasses that I have paid for. All I have wanted is the same quality model that I sent in. At this point, I'm beyond frustrated. I have asked to simply be refunded the amount I've already sent to them.

I have long thought Ray Ban was a terrific brand, but no longer, and that's a shame. I'll find some other brand, though rest assured it won't be anything made by Luxottica. There is no way I would support or recommend any of their brands.

I just received a letter from Luxottica that the Ray-Ban I bought were damaged because I didn't take care of them and that they would "repair" the glasses for $154. The glasses, brand new, were $220.

Then, about two years ago, Luxottica began having the Baloramas made with even weaker hinges that have a lot less metal in the barrel thickness and a larger nylon (soft plastic) bushing. The last two pair that I have purchased are of this type and broke at this thin spot very quickly by comparison to their older counterparts. I now have collected so many pairs that I took them apart to discover this chicanery.

In many attempts to contact anyone at Luxottica, I got the same run-around as everyone else, call dropped, never talked to the same person twice, 'contact one of the local dealers' (who will tell you that you must contact Luxotica), and on. Luxottica has easily the absolute worst customer service policy (if indeed any at all) in my experience, and I have banked with JPMorgan Chase!

The only reason anyone would buy and pay Luxottica's prices should be for nostalgia for the style, because the original RayBan quality is long gone and Luxottica could care less once they have your money. After having had them destroy a pair of mine that I sent them for repair (my Baloramas came back with Predator lenses jammed into them, bursting through the edges of the frames!). There is no way that I would ever trust them with my eyes again. They should be sued out of existence and forced to sell RayBan to a responsible company, preferably in the USA. Boycott all Luxottica products, and Boycott Suglass Hut.

When I called them back with many options, they had nothing in stock. I eventually got something that was a last pick (since I had to make use of the credit). I got it and it did not fit. I called back only to find out that I could not exchange again even if I was ready to pay for an upgrade and the shipping. The customer ervice rep was horrible. The company is arrogant, rude and irresponsible.

Pray that you never have an issue with their product because if you do, God help you (since Luxottica is certainly not going to). They also own Sunglass Hut, LensCrafters and many other chains. Do not go there. This is also not an American company and has purchased several American brands that have led to layoffs in America. They take our money and then stiff us in service. If you have any common sense and pride being an American, stay far away from Luxottica and their products. They are a monopoly in the sun glass industry and have no consideration for the customer.

Well, Laura went to another store and I talked to another lady and she told me they would not order them until I paid the extra $50.00, which my boyfriend was going to pay. This was after he had paid over $300.00, so most of it was paid. I had to call him to go out of his way that day to pay for my glasses. At this point I talked to someone else and he told me that they would call as soon as my glasses came in. I waited two weeks and then I called them, and yet another person told me they came a few days earlier.

I went the next day June 11, 2010 to pick them up. I got my glasses and she said my sunglasses were still not there. How long does this take? She looked around and found the lenses for my sunglasses so she had to look for the frames and put the lenses in them. This girl was very helpful and I was very upset and she did all that she could. At one point, I just wanted my money back but we worked it out. The frames of my sunglasses need a lot of adjusting, and she has worked a lot on them. I had to go back and she has worked on them again. I will go again to talk to a manager about all of this, if they care. I have worn glasses for over 40 years and have never ever had this problem. I do like my glasses and sunglasses. I will never go back to Sears again.

I went online and sent the paperwork and a check of $12.50 required for repair to Luxottica. A few weeks later, I finally got my sunglasses returned back to me but this time the original sunglasses case went missing and the lens fell off again!

I immediately filed another complaint/report with Luxottica and the customer service representative stated that she will "email" me with their UPS account number where I can return again, this time without a second charge. I waited for one full day and did not receive any email from Luxottica. I even checked with our IT department if any email from Luxottica group had gone to the junk mail. They replied, "No."

So I called Luxottica a second time and gave them my Hotmail email address just in case, but again, I did not receive a single email from Luxottica. Is this a scam? Is this a great disappointment? Am I angry or disgusted? You name it, you got it at this point in time!

I am surprised to know that there are so many people like myself who have written and voiced their disappointment with Ray-Ban/Luxottica and it makes me wonder if the corporate office even knows what is going on? It seems like this company doesn't care. I am so ** off with this Ray-Ban sunglasses and how this company treats their post sales issue, that I am ready to smash it.

It is ridiculous to have a consumer buy an expensive pair of sunglasses and not having the pleasure to enjoy it for even a day or a week! And then having to go through all the hassles and lies only to discover the original problem was never fixed!

I wrote Luxottica a detail letter stating specifically my requests: They could either replace it with a new pair of sunglasses or give me back my money. None of my requests were taken to heed. Instead, I was given back my original sunglasses with a lens that repeatedly won't stay on. Incredible!

Please post this letter so that I hope more consumers are made aware of what junk they are expect to get from buying Ray-Ban sunglasses. I don't have new replacement sunglasses which I had requested, I couldn't get my money back and now I have lost the original sunglasses case because Luxottica forgot to return it back in the mail. And the lens continued to fall off. The result is one lousy Ray-Ban sunglasses!

I was told a $12.50 processing fee would be needed plus $80.00 to repair them, all together $92.50. I initially thought to myself, wow, a lot of money for an older pair of glasses but I really wanted them. I sent them a check on December 12, 2009 for $92.50. In mid January, I called to ask when I would receive my repaired glasses and was told I only sent $12.50. I explained to the woman on the other end that my check was for $92.50. She asked me my check # and I gave it to her and she said she was looking at it and it was for $12.50.

Since I didn't have my canceled checks back from my bank for December yet, I asked her how I could remedy this. She said she could do a debt from my checking account for the $80.00 and send the glasses off to Italy for repair. Of course, I gave it to her thinking now they're sending them off to another country for repair when will I get them back.

Anyway, I got them back in late February and called them back in the beginning of March to let them know now I have my cancelled check in front of me and the original check was for $92.50, not $12.50. I was told to fax Jennifer a copy of my check and they would send me a refund for $80.00. It is now April 20, 2010 and no refund yet. I called the office again April 12 and was told they were sending me a refund within the next week. I will call again but I think this is a scam.

I asked if the box had been received damaged. They had no idea as they don't keep the box (there goes any luck on getting an insurance claim as they need to see the box). I asked why I wasn't notified at all let alone when they realized that one pair was missing. They said that they knew that I would call in about the additional $20 needed to repair the one set of frames and I would ask about the other pair then what?

They have no idea what happened to the Ray-Bans and no intention of helping me find out. It is my fault. I was put through to a supervisor's voicemail, Carla S, and left a voicemail but of course, I never got a call back. Now whenever I call the 800# I get disconnected and if I get a person, I am put on hold and then somehow disconnected. This is so frustrating and I am trying to find another contact. Good luck dealing with this rude company that has no customer service or care in the world for their customers.

I received from them in error the wrong model glasses at my home. They refuse to ship the right glasses to me until the pre-paid return package comes to my home, and they receive them back. I have been without my motorcycling glasses for 1.5 months with 2 weeks more at least to wait. Their upper management is unnaproachable, and they do not return phone calls. They have very poor customer skills, so I will own no more Ray Ban products.

A loss of use of something I paid for to use this summer. I feel my fees should be waived

eturned at a minimum, and some sort of compensation for the time I lost on this issue (3 hours plus on the phone, mostly waiting on hold).

THE CLASIC RAY-BAN WITH PHOTOCHROMIC LAINS BUT THEY TOLLED TO ORDER IT. I MAKE THE ORDER AS THEY TOLLED ME 11/05/2005.I SOULD HAVE MY SUNGLASSES AFTER 20 DAYS THEY SAID...TODAY AFTER MY CALL TO THE SHOP AND AFTER 26 DAYS THEY ANSWER THAT THE RAY-BAN Co CAN'T SENT MY ORDER BEFOR 30 MORE DAYS (THAT MEENS AFTER JUNE),ALLMOST 60 DAYS FROM MY FIRST ORDER.I MUST TELL YOU THAT I ALLREADY HAVE PAY THE HALF MONEY OF THE PRICE (60 FROM 110 EURO).IS IT POSIBOL THE RAY-BAN Co TO HAVE THAT KIND OF PROBLEMS? YOU ARE A MYTH Co IN OPTICAL...