I sent my glasses in to have repaired. I included ''straps that held them around my shoulders''. The bastards did not return them with my glasses. They do not respond to emails, nor my phone calls. The NC Attorney General now has a complaint on them. read more

Worst customer service ever. On day one I called their number that I had to look up with their address, it's nowhere on the receipt. I selected 1 for service, it goes to a fast pulsing tone, that's four yesterday and today. Yesterday, I selected 0 for the operator and got an answer, the guy would not give me his name but took mine and my number and said he would have HR? call me back and that the service people are probably on a break or to lunch. Needless to say, there was no call back. Today I call and same tone on service and when selecting operator, someone did answer and set the phone down. Terrible phone etiquette. Do not buy from Costa, you will not get good products and there is ZERO customer service. I disputed on my credit card. I bet they answer them. Will follow up later. read more

(2:00pm) A three for how difficult they make it to speak to a human. I get it, we're in a digital world everyday now but can you not forget the human touch? Once you get someone it's wonderful. Currently trying to return a pair of sunglasses but while on hold the call ended! They sent me to their voice feedback survey and then the call finished. I tried calling back and I waited but no courtesy call back to apologize. Even if you only called to tell me you'll pick it up tomorrow would have been great! So sad. Disappointed indeed. UPDATE: Customer Care responded and quickly rectified the situation. Like I said, when you can get a hold of someone... they treat you like family. 6:48pm read more

OK so I maybe have been a little bit hasty in my last review. As I mentioned in my previous review, the price is steep. The turnaround time is slow. However, the company did fulfill its end of the bargain, and I did receive my repaired Gascan Oakley sunglasses yesterday. My original frames, case, and microfiber cloth were all returned to me in good condition. I did have to prod one of the customer support representatives a few days ago to remind them to send this out. I've applied the Ripclear lens protector films on the outside and inside of these new lens so I think I'll have more peace of mind now from accidental falls. read more

Would give 0 stars if I could. This company is horrible. First, they are very difficult to contact. If you email the address on their site, you will get a response a few days later that appears to be from some portal that you cannot reply to. So the communication ends there. I ordered lenses for my ray bans and got sent not one but 2 EMPTY boxes. It was clear that could not figure out how to properly seal a box for shipping. The lenses must have fallen out each time. There was absolutely no evidence of tape residue removed nor any tampering with the boxes. They are unlabeled boxes and should not have provoked theft. I contacted for them to send yet a 3rd box in the mail for the product I paid for over a month ago but had still not received. I was told they would take extra precaution sealing the next package. A few days later I got a random email saying they would refund my money even though I never asked for a refund. I never got the 3rd box. HORRIBLE company and completely INCOMPETENT. Save your time and sanity and never purchase from them. read more

Luxottica Retail - Unsealed package - Eyewear & Opticians Near Me - McDonough, Georgia

After I sent in my sunglasses for repair I saw the terrible reviews this company had and started to panic. My experience with them in the end wasn't too bad- they just take very long. I sent in a request for repair and received an email 1 day later saying it will be covered under warranty and to mail them in. I mailed in my sunglasses and after 4 weeks received notification that the repair was finished and that my sunglasses were being mailed back via UPS. My glasses were returned in excellent condition 2 days after the last notification. My only complaint is that it was difficult to get in touch with customer service (I had to send 2 emails and only then got a generic response about having delays due to Covid-19). read more

:::::::::::::::DO NOT BUY :::::::: I bought an Oakley sunglasses for my daughter as birthday gift , guess what they sent me for $170 ? a pice of plastic that you can buy in dollar tree as soon as I opened the box I figured out that it is not original , so I tried to return it ,the return system is not clear at all. first I tried their site return system supposed to sent me a return label in 24 h nothing happened after 24 h, tried again after a week , no return label again. Called them , directed me to the same page to request for a return label. Sent the eyeglasses back and request for a refund , they refunded the shipping cost ONLY, opened a case with paypal and explained the situation.Got my refund after another two weeks. the eyeglasses has cheapest logo print ever I saw, I have multiple Oakley sunglasses for myself and family, what they sent me was just a cheap product . read more

Luxottica sells to independent Opticians and Optometrists. If you must purchase any of their products GO TO an Independent local merchant. I own a store and will stand behind any product We sell, Luxottica or any other company. Let's help keep small business alive and the service and convenience offered will be so much better than dealing with these giant manufacturers directly. No more waiting on hold or tracking warranty orders. read more

Terrible! I called to ask a few questions and the customer service number does not allow you to talk to anyone. It gives you about ten different options, none of which are to speak to anyone. Terrible! read more

Customer service no so great. Just sat on hold for 20 minutes, someone picked up phone and then just hung up.. Thanks! They are asking me to pay an additional 50% to buy another set of glasses from them because they wont fix my new defective Ray Bans.. They got a monopoly and they don't care.. read more

Simply horrible. While I like their brands especially Oakley and Ray-Ban, this feckless group had no customer service skills. Instead of fixing my glasses, they sent me a letter giving me 50 percent off. However, they have made it nearly impossible to cash in on there offer. I spoke to a supervisor who had no clue and refused to transfer me to someone who could answer my questions. I have gone to the Luxottica website to try and contact someone who could resolve my issue but the thing makes it virtually impossible to get a hold of an adult. Poorly managed group and sheds a vey bad light on a superior product. read more

Returned a pair of Oakley sunglasses still under warranty over 5 weeks ago - first response I was informed they take 7-10 business days; 2nd response - they take 2-4 weeks; and after the 4th week - 3rd response - we just received the parts. That was over a week ago. After reading the reviews here I am not sure I will ever see the sunglasses again. Very disappointed. Customer service at its worst. Would think twice about spending over $300 on a pair of Oakleys again. read more

Honestly I have never had the worst customer service until I contacted Luxottica. I've had to call multiple times to try and order replacement lenses only to be told now that they are "discontinued." They did however try to tell me that they have other lenses for my sunglasses...but they aren't polarized. My lenses are polarized and I purposely bought them polarized. And what kind of company has it so that there are no notes in a system regarding issues that customers call for. It's so I convenient to have to call and explain your situation to every person because they do not have "notes." Do not recommend calling because they honestly do not help at all. read more

This is the worse operations in the world. DO NOT BUY FROM THEIR ONLINE SALES EVER. You cannot ever return glasses to your local Lenscrafter location because they are not online with their parent company, Lucottica. How insane. I purchased a pair of Burberry glasses on line and returned them about a month ago. Nothing. Crickets. I keep checking my credit card statement and no refunds. Good luck trying to call them. NO ONE ANSWERS THEIR PHONE. YOU HAVE TO LEAVE VOICE MESSAGES. MY NEXT STEP IS DISPUTING THIS CHARGE WITH MY CREDIT CARD COMPANY. NEVER AGAIN... read more

Luxottica is the worst company, to do business with. When Ray Ban gave the warranty repair to them, it was down hill, from there. When you call the warrant repair phone number, you will be on hold forever, and then disconnected. (I tried it 3 times) It will take months to get your repair, if ever. I sent mine in May, and still don't have them. I've had Ray Ban's for years. When warranty repair was in CA, it was great! I had several repairs thru them. They were a pleasure to do business with. Luxottica, however, is not. I will no longer purchase eyeware, from any company associated with Luxottica. read more

My Ray Ban order wad delivered two days ago in the worst condition possible. The outer silver box was damaged, the case didn't come with the cleaning cloth and booklet it usually comes with, and the lens was smudged and looked extremely worn out. When you pay over 200 bucks for a product, you expect the delivery to be top notch. I sent the customer care emails with no replies whatsoever. I had to call the customer care twice to ask them if they had shipped the cleaning cloth to me, both times, the representative being incompetent. The first time I called, the customer service representative promised to have the cloth shipped out to me ASAP. When I hadn't received any updates on the same, I called them back, and the new representative who spoke to me had no idea what the other lady had promised. Worst customer service ever. I would never purchase a Ray Ban ever hereafter! read more

I am CURRENTLY at minute 51 with 16 seconds of being on hold, without even speaking to someone. You CANNOT call a number for a warranty, they essentially force you to use their website. I don't have my receipt nor do I remember where I bought the sunglasses (why would I? Why should I have to? JUST STAND BEHIND YOUR PRODUCTS AND INCREASE QUALITY. Problem solved). I have a feeling they're not going to do right by me, I want to point out the unacceptable wait time, but I know it's not the personal fault of who (whom, whatever) whoever answers the phone. I assume most calls are recorded and SOMEone with some authority will listen to mine and my gripes. Will they do anything about them? Ehhh... Still on hold... The number I called is 800.343.5594, and I selected ordering parts, but I have no idea if they'll even help me at all, or just steer me to their website and tell me to go f myself. 56:12... I should think a company that "only" employs about 85k employees, but has a 9.5 BILLION dollar profit margin, could and should hire more customer service people. $1 says the person I get is in India or the Phillipines... 1:10:55... Good thing I agreed to the survey, have a second phone to record the call once I get to someone, and am leaving this review. Finally got someone at 1:11! She worked in the warranty dept. and politely took down my info to start a claim. I got two addresses, both in McDonough Georgia, a PO Box for USPS shipments, and a street address for FedEx or UPS. The call only took about 20 minutes and I recorded the whole thing, except for when she picked up and I voiced my displeasure about waiting over an hour. She apologized, but in a way that seemed like she hears that a lot, and can't really do anything about it. So, now begins the warranty process... I will update this once I hear back from them. read more

Spent 38 minutes on hold waiting to speak to someone about the repair notification they had sent me. That's not high call volume, that's poor staffing. And the guy's voicemail telling me that my business was important just became annoying after the first 20 times. Considering you're asking me to pay you some money (and not a cheap amount) it would probably be better to have me in a good mood by the time I speak with one of your customer service reps. Call was perfectly fine once the 38 minutes elapsed.I think that's the longest I have ever had to wait. read more

Worst customer service ever. I have a defective Michael kors frame that are under warranty. After filing out their form 4 times and resubmitting proofs of purchase and numerous pictures, they offered me 30 percent off at sunglass hut. I wear prescription varilux glasses. Why would I buy another one if your defective products? Never buying designer frames again. read more

I have been waiting for lens replacement in my glasses since my appointment on December 5. I have been going to Pearl for 6-7 years. This time I brought in 2 pairs of glasses in for lens replacement. 1 pair was done in 3 weeks which has never taken me this long. The second pair still has not been completed and it's been 8 weeks. In the meantime they have lost my glasses, then ordered the wrong size replacement lens. I have had little if no communication, unless I call them. I was told that the Regional Manager would be contacting me within 48 hours. It now has been 5 days. I just want to get my glasses and end this tiresome headache. I would not wish this problem on anyone and do not recommend doing business with them. This was at one time the best optometrist office in Marietta but since Dr. Joe sold the business it has become the worst. read more

If you hate money, have unlimited time to spend on the phone with incompetent people, and want to spend 150% of retail price on a defective product, then Luxottica is the brand for you! I purchased a $260 pair of Oakley sunglasses in preparation for my deployment to Afghanistan. About a month into my deployment, the hinges on the sunglasses came loose and would not sit on my face correctly...despite attempting to tighten the screw. After calling the Oakley store, they stated that this was a defect and I should file a claim with Luxottica. I called Luxottica (which is an arduous task when you are 11.5 hours ahead of the United States), and after multiple calls, the best they could do was resell me a replacement pair for $105. Normally, I don't pay 150% of retail for a defective product, and as a consumer, have a reasonable expectation that a product won't fail one month into ownership. However, I am in a position of mercy and need the sunglasses to do my job. I caved and paid for the replacements. Four weeks later, the replacements arrived and had non-polarized, non-PRIZM lenses--contrary to their reassurances that they would replace the EXACT pair I purchased. Given Luxottica's pattern of behavior of not standing behind their products and failure to honor their warranty, I couldn't help but suspect a "bait-and-switch". Upon reporting the discrepancy to the customer representative, she stated that they "made a mistake" and "sent the wrong sunglasses to me". But, I should fear not! Because the magnanimous supervisor at Luxottica would "make an exception" to send the correct pair out to me with a prepaid return possible. What? I pay for a replacement pair, they send the wrong lenses, and I am somehow responsible? The situation is ongoing, but Luxottica and their sub-companies have lost me as a customer. I encourage everyone to do the same lest you deal with the same bureaucratic ambivalence and incompetence as me. read more

I ordered a pair of custom-made Ray-Ban sunglasses that were unacceptable when I received them. I was grateful that the company made me an offer to refund my money, but when I realized that the way they refunded the money was to put it back on the method that I paid for the glasses with which was a rebate card from Verizon that expired I called and asked them to please mail me a check now, three months later I am still waiting for the check every time I called customer service they tell me that it will take 6 to 8 weeks to get my check, 6 to 8 weeks has come and gone three times. read more

I sent my glasses now June 22 there thinking I would get a warranty from ray bans but didn't put a service request in first. Can you guys send my broken glasses back please. My name is Walter Downs. Please send them back. read more

I am an optical technician for an optometrist. Ever since Luxottica bought out Costa though, we have had nothing but constant issues. Every single order that we place takes over a month to get back to us, and we have had to send every single one back because there are always defects. We have had lenses come back different colors, wrong prescriptions put into lenses, scratches, lenses cut too big or small for frames. And Luxottica customer service is the absolute worst. They are no help at all, they are rude, and it takes them forever to fix any of our issues. One job in particular has been sent back to Luxottica over 3 times because they keep making different errors. Customer care through Costa has always been fair, but now our office is in a position where we are steering people AWAY from purchasing Costa prescription glasses, which is a shame because we live in a fishing community. read more

Horrible service! Lied to me by saying it would be "three weeks" for me to "receive" my repaired Ray-Bans back and a week letter get an email saying it will be at least a month then another 3 weeks for me to receive them. Was told the parts come from Italy, so asked if they just started getting these parts from Italy 2 weeks ago after I was told 3 weeks...of course not! And as for that customer service number, yeah I was on hold 30 min at least to be given not one answer by "Asia". She says there is no service manager to speak to and even though she promised one would call me, I never got that call. Filed a complaint with BBB and am just getting started. read more

Don't think their warranty means anything. They warrantied a pair of natives I had. Since they were discontinued offered me 5 pathetic models to choose from and I needed to do so in 2 days. After hours of waiting on chat agent told me that I could select a different paid and contact them to get that changed after I send in my defective ones. I have no tried three different times to get in the chat. Twice I was number 1 in the que and remained number 1 for over an hour then it just disconnected me. How can you rate customer service that is impossible to reach. read more

This company sucks......I bought a pair of Oakley sun glasses and after a month the lens started to break away from the frame. I took the glasses back to Sun Glass hut and they replaced them. Second pair did the same thing and I emailed Luxottica and they said it's not a manufacturer defect and will not replace the glasses under warranty. They sent me a note saying I can purchase another pair for the same price I paid for at Sun Glass hut. I will never purchase a pair of Oakley glasses again. Buyer beware!!!! read more

I sent my glasses to Luxottica in McDonough, GA and they received them on 9/25 per UPS tracking. They only needed to replace the end protection piece on one of the arms that goes over the ear. I had prepaid and was told it would take approx. 3 weeks. I don't have them yet as of 11/17. The LensCrafter on N State St in Chicago contacted them two weeks ago and still - I don't have them back! I am a senior citizen and need these glasses! I have a notification number, a receipt of payment and a Chat Ref # from LensCrafter. I have tried to contact them by email but my password does not work and when I request a reset, reply immediately upon reset email, I am told the reset option has expired despite the fact only 2 - 3 minutes have gone by and it's supposed to last 2 hours. Kathy T read more

RayBan's Luxotica warranty is an absolute joke. They sent me a letter a month after I shipped my defective RBs and asked me to call them. After waiting 45 minutes on hold, some seedy woman picked up (pretty sure she was chewing gum) and rather than offer to fix the defect, she tried to sell me a new pair at a discount. When I expressed my discontent, the woman touted that "we're a Fortune 500 company and own RayBan". I'm not sure of the relevance there but laughable nonetheless. I should have stayed with Maui Jim and their warranty policy is fantastic and quick. Never again RayBan. read more

I had a pair of persol sunglasses with a manufacturer defect, and had to send them to Luxottica to be replaced. They said the model I had was discontinued and to send them an email with 5 other model options that I liked. Sent them an email, no reply. Called, waited on hold for 2 hours, only to be told that none of the 5 models I liked were in stock. They have no way of telling me when they are in stock, so just keep calling back and waiting on hold everyday. Then one day a month later, the ones I want are in stock. they are about $150 more than the credit I had so I paid the difference and placed the order. Several weeks later, I now call again to see why they haven't arrived yet, and I'm told they messed up the order and never got the sunglasses, and surprise surprise, they are now on back order again. I asked them to tell me what sunglasses ARE NOT on back order, so I can choose from those to use my credit, they said, sorry, we have no way of knowing what is in stock, only what isn't. WTF, I would be so ashamed to work there and be a part of that company. Who could live with themselves going to work just to piss people off on the phone all day. Some advice, don't buy any sunglasses that go through Luxottica for any warranty issues. The name Luxottica is a joke. read more

I originally sent a pair of Prada sunglasses to simply has a hinge replaced. I sent my item in certified mail and then was told that these glasses are no longer made so I would be receiving a 50% discount on new pair instead. Fair enough. However I have called several times with item numbers and to no avail, the item is not available and I have to head back to Sunglass Hut to try on new ones. Finally I find a pair and call in and told that you have them. I give my credit card number and I'm promptly charged and thus begins the waiting process for them to arrive. But instead, I get a phone call that in fact they don't have those in stock. Not understanding why they can't keep a better track of the inventory, I simply ask the agent to please refund my money and I'll call back after I go back to Sunglass Hut and find a new pair. I was told it would be a 3-5 day process the refund. After not seeing the refund return to my account, I called this morning to inquire. I was told by this agent that the other person must have misunderstood me and that she was just waiting for me to call back in with a new pair and would no be issuing a refund. I don't know how then I would get a 3-5 time frame for a refund but regardless, I asked to please process this request. The agent then told me that she would have to send my original glasses back with the refund and that I would have to start the whole process over again. That is completely asinine. Why would I get my glasses back to then re-certify them and mail them back to let you process and determine that I will be receiving a 50% discount when this whole time I've been holding on to this discount while I try to find a model you have in stock. I told this to the agent and told her that it is silly to do something like that because not having them in stock after taking my payment is their fault and not mine. I should not be punished for the fact that they can't figure out their inventory and then I have to be told I need to re-mail my glasses back and pay again for processing. Finally the agent said she would then just mail me a 50% coupon and then just said "Ok bye" and hung up. No, "Is there anything else I can help you with" or "to confirm you are going to be sent a coupon and the return will be issued". Complete disrespect I was just cut off and hung up on. I still had questions and this agent didn't want to deal with it. read more

The WORST Customer Service I have EVER experienced and I thought I've had them all. I dare anyone to try to return a pair of sunglasses for repair or better yet, try to get someone on the phone. I held for 16 Minutes (TWICE) only to have the person pick up and hang up BOTH times. I've had to deal with these idiots for years b/c I love Persol sunglasses but Persol's require you to use this horrible company Luxottica as opposed to going directly back to Persol in Italy. I am most likely moving away from Persols even though they are the best sunglasses on the market. read more

Terrible experience! 7 months calling, emailing, and making trips to the post office to fix a pair of defected sunglasses...to finally end up with NO SOLUTION. Calling this number: 800 343 4595 is as painful as to go to the DMV...!!! My 360$ Persol are not in a great condition and their incompetence and careless mistakes proved that they really don't care about what they do for living- "work?!" I hope this post gives you a heads up in case you are thinking on dealing with these guys...Good luck! read more

I would give ZERO stars, but it wouldn't let me post without one... 2 & 1/2 months after purchasing a pair of Versace sunglasses, I was putting them away in a specially designed winter ski jacket designed to hold sunglasses and I felt them literally fall apart in my hand! knowing that they were still under the 90 day warranty with Sunglasses Hut, I went to them first to repair them. (It just looked like a screw had broken in half.) They immediately said that they didn't have the tool to repair them and that I should take them to a jewelry repair shop across the way... It was Christmas time and the shop was busy... When I took them back the next day, the jeweler said that since they were under warranty, I should send them back to the manufacturer. My husband went back to Sunglasses Hut and instead of honoring our warranty and exchanging them, he was told we should send them in to Luxottica as well and they would take care of us. After paying $22 in shipping, insurance & a $12.95 fee to Luxxotica, I got an e-mail back saying that I would need to pay an additional $95 for the repair. I asked them to send them back to me immediately, unrepaired. It took them SEVEN weeks and another e-mail to FINALLY mail them back. Between Sunglasses Hut & Luxottica, they are crooks. And don't bother calling Luxottica, everything you've read is true. (Except for the one fictitious YELP.) You will get disconnected over & over & over again! read more

WORST POSSIBLE CUSTOMER SERVICE. Its been 3 months i have sent out my pair of shades to get fixed and these craps dint even care to communicate or respond to my emails. I regret to send it to them to fix it. Rather i would have get it fixed by myself. They can provide the worst of the worst possible customer service experience and then send out an automated email saying we can understand your frustration. This is pathetic. I am never purchasing any product of Luxxotica and never coming back for any of the services to them. I want my sunglasses back from these asses. read more

Pretty bad service for a luxury product - or any product. Lesson : don't accidently break your lenses and if you do, be ready to buy another $400 pair of sunglasses. the CS is just terrible. Wow Luxottica - this is a solvable problem and I'd assume you'd maybe want to fix it esp as you CAN as the largest and most funded eyewear company in the world. Biggest isn't the best apparently. read more

Don't be fooled. We sent in a pair of tortoise raybans classic, never to be contacted. I think they resell some if the stuff they steal. If I could star negative , I would. Do business with at your own risk read more

Sent in my glasses over 3 months ago and still haven't received them. Very poor customer response. Last time I spoke with them they told me they would be returned within 2-3 weeks, and now they are telling me 6 weeks. I just want my glasses back. read more

Ray-Ban lists Luxottica as the "official" repair facility for sunglasses. I lost a screw in my glasses and would like to pay to have them mail me a replacement part. My email to customer support went unanswered. Very poor service, especially for someone willing to pay for a service. Some consumer review sites are filled with complaints for very high charges, slow turnarround and no correspondence. Moral...if you buy Ray-Bans, take care of them otherwise you will suffer. read more

They claim to strive to be World Class - yeah, THIRD WORLD or WORSE Class. I sent in three (3) RayBans Aviators that the welds came off AT THE SAME EXACT PLACE on all three and their so-called technicians said it was not a defect. Then they said to repair each was $87.50 - AMAZON sells the exact ones for $92.00+/-. Another excuse was I have to pay for a new one which was because the model was discontinued - Go to any website that sells RayBan Aviators and their claim of the "discontinued model" is still being sold. Coming from an airline family that has been using RayBans since the Army Air Corp has been issuing them, starting with my dad, they surely know how to tarnish RayBans reputation built up since the late 1930s. Exactly what everyone else is complaining about, will happen to you. read more