LuxotticaReviews 

Worst experience I have ever had! No possible way to get in touch with a human customer service representative for my Native glasses that broke before 2 weeks of having them. They make you jump through all kinds of hoops to get a replacement, then they sent them to a wrong address! I’ve sent atleast 7 emails, and they only send them same response back, to follow their horrible process for the replacement transaction! I feel they owe me recompense for all my troubles, due to their lack of good quality customer service! Highly recommend this company to not even an enemy! Zero *

Used the website to order a spare part for my Rayban. Support quickly helped guiding me to the right parts number, and the parcel was shipped in 1 day from their warehouse in Italy to my home in Sweden with UPS.

Top service! :)

My product was heavily discounted the day after I ordered it. Asked rayban/luxotticaa to cancel my order as it hadn't been processed or for a partial refund. Both were refused. Returned (a faff!) and reordered but had to chase to get my money back and replies are slow. Won't order again.

I’ve been going back and forth with Luxottica for weeks regarding a warranty claim for my Ray-Ban Meta Wayfarer glasses. They accepted that my issue was covered under warranty and agreed to a replacement, which should have been straightforward.

However, rather than providing a like-for-like replacement, they decided to send me a smaller size. Obviously, that’s no good – the glasses don’t fit, and it’s not what I purchased.

When I raised this, the customer service process became a shambles. I’ve had multiple responses over a period of 2 months of them trying to delay the process, or dismiss the issue entirely. I’ve made it repeatedly clear that the smaller size is not acceptable and have asked for either the correct model or a refund.

They’ve refused both, they won’t give me a refund and are unwilling to incur any cost to source a replacement.

They claim they can’t supply a replacement because it’s out of stock, yet I can go onto the Meta website right now and purchase the exact pair – same model, same size. So they can fulfil it – they’re just choosing not to so as to avoid incurring any cost, all at my expense.

At this point, I’ve spent over £300 on a pair of glasses that are under warranty, and yet I’m left with no functional product, no refund, and no resolution. It’s disgraceful.

The only helpful person I’ve dealt with has been Alessandra (albeit with no solution found) – the rest of the support team has been inconsistent, unhelpful, and at times outright incompetent.

Luxottica’s handling of this has been beyond poor. I’ll never buy through them again and strongly suggest that Meta reconsiders their relationship with such an unreliable warranty provider. I’m now considering legal action.

Below is my original review, but since I asked for a supervisor and explained my situation, they have redeemed themselves and sent me a new pair of sunglasses, and I thought the proper thing would be to rectify my review. Sincerely. I will stand behind that the warranty process for a 200 billion dollar company is precarious and needs improvement!
Monica.

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If you are purchasing, great, if you need help with a warranty, it is a tedious and brutal process, so my advice is find a brand that isn't using luxottica to serve the warranty. The employees aren't very willing to move in the proper direction for the customer, thus making it a very stressful and painful experience for the customer, like me!!

As a 60 yr. customer of Ray Ban and Oakley, I can assure you that these brands are just a ghost of what they once were. Cheap, flimsy, lightweight and utterly unforgiving, they're cheaply constructed and cannot hold up to even occasional use. Damaged by even the lightest drop, they break frames and lenses. Original Bausch&Lomb were vastly superior. Buyer be ware!! This is PREMIUM PRICED JUNK.

Terrible customer service. You can only get to a chat box to speak and they only regurgitate the lines they've been given, like a bot. No new information. "Your glasses that we've had for an incredibly long time to make a 5 minute nose pad replacement and slip on a new ear sock is in queue, but we can't estimate when they will get to your service order, so too effing bad.... sir, but here's a 30% discount to order you a new one since this one is in a dark void and you don't even know if you'll ever see it again." At least, that's how it comes off to me.

Ray ban been directing me to them for my meta glasses service order. 4 interactions and they have not generated the shipping label to send glasses back. Really bad experience and my glasses are still broken!

I ordered a product to be delivered which was sent to Luxottica as a return, to their warehouse in NSW. I have emailed and called and spoken with their employees only to be advised they can't transfer me to the warehouse where returned goods are sent. Tracking and order numbers provided - no responsibility at all. The worst experience ever.

Submitted my review over 2 weeks ago and THEY DON’T REPLY TO NEGATIVE REVIEWS

THEY DON’T CARE😤

I ordered a pair of yellow replacement lenses for my costa Sullivan frames and luxxottica shipped me the wrong color. They have been giving me the run around for weeks about returning the product for a full refund. They even made me pay to ship the wrong item back to them! Horrible customer service with no accountability for their mistakes.

Brought ray ban stories. Replace them under warranty. Sent old ones back but still waiting for a replacement, having to start legal action to recover costs. ~As requested by Ray-Ban i have emailed them as requested below. It’s 52 days since I started this process, 7 phone calls and 6 emails. Still no luck. Next week i will have no option but to take legal action and then if successful, request bailiffs to collect what is owed. I will be videotaping this for social media and I have recorded all 7 phone calls all saying they will get back to me but not one has!!!

Bought Meta Ray Bans, they stopped working and these guys "Service them" they basically keep asking u the same question over and over and wasting your time. Asking you for more pictures. Anything but replacing your glasses in a timely manner!! STAY AWAY. THEY ARE SCAMMERS!!

Your scumbag company at LensCrafters in Warwick,r.i. Screwed up my left lens on my glasses ! I am a 100% disabled from the military! They (lenscrafters) cut the left lens way off what my (Va) doctor had ordered! They wanted to charge me full price for something they screwed up ! WHEN WILL LENSCRAFTERS MAKE THIS RIGHT!!!!????????!??? If you don’t make this right, i will go to BBB!

Luxottica (who are used by RayBan for warranty claims/repairs) are quoting me £122 to replace a cracked lens on a pair of in warranty sunglasses which cost £106. The customer service representative I spoke to today was disinterested at best.

Absolutely pathetic customer service from Ray-Ban. I reached out about an issue with my prescription order and was met with a cold, scripted response basically saying, “Too bad, you're past the 45-day mark—go buy another pair.” No empathy, no attempt to offer any help or real solution, just a lazy link to their policy and a fake “have a wonderful day.”

For a company that charges premium prices, they sure deliver bargain-bin service. You’d think a brand like Ray-Ban would care more about customer satisfaction than clinging to a technicality. Instead, they’d rather lose a loyal customer than lift a finger to make things right. Never again.

Do not deal with this company - ordered sunglasses with 2/3day delivery weeks ago and have not received them. There was no email confirmation of the purchase and it is impossible to contact them.
Paid via paypal which is still being held by paypal but it seems impossible to cancel or challenge this payment until the goods have been despatched and the monies released by paypal

Avoid at all costs. Paid with PayPal on March 3. Nothing arrived since yet, contacted their customer support team multiple times and received automated messages, requested full refund, got no response and on order tracking my order shows as order created. It's a scam, they wasted my time and money.

Customer support was terrible. The online shopping policy states that you can return items and get a refund 'no problem' - but then there were technical 'issues', the money never got refunded so I had no sunglasses AND no cash. Generic messages from customer support over and over and no result. In the end my bank had to raise a credit card dispute to get the money back. Huge corporation who just think they can ignore the 'little people' and not bother following up on their policies. Wasted so much time.

Terrible customer service. You can’t get the same answer from the people. They gave me a $600 credit because of all the headaches I had and when I finally got around to using it they said “it had expired” Never having had forewarned me that it would expire. Now they’re coming at me with a $300 credit. I would be a financially if I had just bought the sunglasses I have wasted so much time dealing with their incompetency.