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LensCrafters
- Healthcare
- Arlington, VA
About this business
<p>Luxottica Retail North America offers eyeglasses, contacts and related products and services.</p><p></p><p>This BBB profile covers "corporate" store locations for Luxottica Retail North America, Inc. Separate files of franchised Pearle Visions and independent Optometrists are handled by separate BBBs.<br></p>
Location details
4238 Wilson Blvd Space 1220, Arlington, VA, 22203, United States
Get directions| Weekday | Schedule | Status |
|---|---|---|
| Mon | 9:00 a.m. to 6:00 p.m. | |
| Tue | 9:00 a.m. to 6:00 p.m. | |
| Wed | 9:00 a.m. to 6:00 p.m. | |
| Thu | 9:00 a.m. to 6:00 p.m. | |
| Fri | 9:00 a.m. to 6:00 p.m. | |
| Sat | 9:00 a.m. to 6:00 p.m. | |
| Sun | 12:00 p.m. to 6:00 p.m. |
Horrible refund policy. I paid part of my glasses cash (over$300) and was told the refund would be 3-6 weeks. I was then told it would be over ten weeks. I'm on the tenth week, late on rent, and my check is being processed.
Business response:
Hello ******, We have received your BBB review, and are very sorry to hear this! Please send our team an email with further information, and we would be happy to look into this further! Please send us a copy of your receipt (or at least the date of refund, the amount of the order, and the store# or store location you visited, as well as the address the check would ship to) and once we have this information we can connect with our Accounting team to see where your check is at in processing. We apologize for the delay!Sincerel... read more
Purchased sunglasses for my 16 yo son. We customized them online. They were too small so I tried exchanging them for a larger size frame. I was told customized glasses are not exchangeable or refundable. The website states in several places the there is a 45 day return policy. It also has the 45 day policy in a banner at the top of the page. You would think that Ray-Ban would place the return policy for the customized glasses clearly on the customized page. I can't believe that such a large and "reputable" company could not ... read more
Business response:
Hello ***********, We have received your BBB review, and are very sorry to hear you are unhappy with your frames. We do apologize, but our remix, or custom orders, cannot be returned for a refund, as they are made to the exact specifications created by the customer. Our returns page has this message posted as well, "Our customers have 45 days to return their items. *Please note REMIX products are not eligible for return unless damaged or defective.". We do apologize again, but our remix, or custom orders, are not eligible fo... read more
Another zero star rating really. I am a professional fly fishing guide and even manage a former ***** dealer. We severed our ties with *****/Luxottica once Luxottica purchased *****, mainly because of how they handled warranty claims. They are notorious for substituting frames without the consent of their customers. I took a chance because I love my ***** frames. Tried other brands and these are the only ones I can wear all day comfortably, so I ordered another pair of my favorite frames. Well disappointment started when I s... read more
Business response:
Hello ******, We have received your BBB review, and are very sorry to hear to hear you received the wrong frame. We absolutely do not send out substitutions for regular orders, so you were sent the wrong frame by error, and we apologize for this mistake! Substitutions will only be offered for warranty claims/replacements, and in the case that we no longer make or offer parts for a particular frame. A substitution would also be an optional choice for the customer (not an automatic situation) where the customer is provided mul... read more
I'll NEVER go to a Sunglass Hut or order from them online again. I placed an order with express delivery in February prior to a trip out of town. Of course, they didn't arrive in time for the trip and upon our return when I tried them on I didn't like the look or fit. Guess even though they failed on delivering on time it may have been a blessing in disguise. Whelp, unfortunately the following week my father got ill and ended up passing away a few weeks later. As one can imagine, been a mess. Today we finally got around to v... read more
I only gave this company 1 star because I couldn't pick zero, I purchased glasses back in September of 2021. The lenses kept falling out so I did the warranty deal on the website. They then sent me the wrong glasses. I purchased glass lenses and they sent plastic lenses. I then contacted them again and they said that this wasn't a warranty issue anymore. I've been trying to get someone who can help me now for over 6 mths with no luck. The glasses cost over $300 and the customer service is ****and incompetent. I would like a ... read more
Business response:
Hello ****, We have received your BBB review and are very sorry to learn you were unhappy with the replacement lenses. After researching, we can see that you were provided an explanation for this. Our team replied to your email with the following message: At this time there are no blue lenses (glass or polycarbonate) available for the ***** model of sunglasses. I took the liberty of sending you the **** based silver mirror lens (pictured below) and the green glass lenses. I also sent some nosepads to keep as backups. The len... read more
I would give zero stars if possible. My wife and I purchased sunglasses in November and ended up returning in December. The refund was processed at the *************** location in ******* but we never received the funds. We escalated to customer service and it has now been 5 months and our return has still not been processed. I recently reached out again for an update and expressed my frustrations to which they offered no update of a time frame as well as a threat to cease communications and not process our refund. They stat... read more
Business response:
Hello ****, We have received your BBB, and are very sorry to learn you have not received your refund. After researching, we could not locate any emails under your first and last name, or the email provided in this BBB review. Could you please provide us with the email address you used, as well as brand and order number so we can locate your account. Once we have this information we would be able to assist you further! Best Regards,Customer Resolution Team ********************************************************************
******************** needs to fix their website. I ordered my frames twice on two separate occasions and the selection was both wrong.The first frame I ordered, I selected large 51mm size. When I got the frames, they were the standard size of 49mm. It was too tight and it gave me headaches. I was able to return them without via online RMA. The second time I ordered, I selected large 51mm size. When I checked my order, it was at standard size again! I had to chat online with customer service to get my order canceled.Their web... read more
Business response:
Hello ***, We have received your BBB, and are very sorry to learn of your experience. We have forwarded your comments and concerns to our website team so hopefully appropriate changes can be made. We are happy to hear our customer service was helpful though, and that you did receive a return for both of the incorrect orders. We apologize for your troubles and any inconveniences caused by this! Sincerely,Customer Resolution Team **************************
Filling the complaint at Sunglasses hut outlet ********* *****mall at *********Texas. Reason: aggressive behavior and stealing customer merchandise and risk of physical abuse. People involve: 3 ladies. 1 person name is Adeline and Veronica and 1 more hispanic women. The store denied to say who are the manager. Several securities came to the sene to help the customer get the belongings back. I bought some glasses at Sunglass hut outlet in ***** ******. I was driving to ********* ***** mall to purpose return or exchange the it... read more
Business response:
Hello ******We have received your BBB review, and are very sorry to learn of your experience. After reviewing the camera footage, we can see that things were escalated once our agent asked for a receipt for your purchase. It is our policy to ask all customers for their receipt when making a return, however, our team can also look up your order by using your information like name, phone number, email address, and last 4 of debit/credit card (if used), if you do not have your receipt on hand. Also we can see that our team did ... read more
Messed up my prescription and tried to blame me for it .. Ive ordered glasses online plenty of times and am sure to triple check what I typed in. I found it suspicious how, unlike ***** optical, they dont show you the prescription you added after ordering. Nothing. They just tell you if you ask In chat once you receive these atrociously made lenses that somehow passed quality assurance and you can choose to believe them or not. Seems shady to me. After reading other complaints on here I decided not to give them another chanc... read more
Business response:
Hello ***** ** have received your review and are very sorry to hear this. After researching we are unsure what you prescription issue you are referring to, as we have not sent any eyewear to you because the order has not been completed or mailed out. ** can see an email from you on 2/13, which stated you typed in your prescription right the first time, and that you were upset with us because you think we messed up your order, but we are confused because we have not even provided an order to you yet. At this time it says your... read more
Frequently asked questions about LensCrafters
How is LensCrafters rated?
LensCrafters has a 3.2 star rating with 411 reviews.
When is LensCrafters open?
LensCrafters is closed now. It will open at 9:00 a.m.
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