Luxottica Reviews 229

I’m writing this to document a frustrating warranty experience that ultimately comes down to inconsistent process and communication.
I purchased Meta Oakley HSTN glasses directly from Oakley. After a nose piece detached, I contacted Luxottica for guidance. My eyewear was confirmed to be covered under warranty, and I received a formal letter approving a replacement and directing me to visit LensCrafters. The letter clearly listed what was required (damaged frame, ID, prescription if needed). It did not mention surrendering accessories such as the charging case.
At my first LensCrafters visit, I explained that I no longer had the original charging case and also made it clear that I did not want a new one. I was told this would not be an issue and that the replacement would proceed.
Two weeks later, when I returned to pick up the replacement, a different associate told me that management notes required me to surrender the charging case, describing this as “common sense.” This was confusing, as it contradicted both the written warranty letter and what I had been told during my first visit. The interaction also carried an uncomfortable implication that I was trying to take advantage of the process, which I was not—I had explicitly declined receiving a replacement case.
After additional discussion, I was eventually allowed to take the replacement glasses without providing a case. While the issue was resolved in the end, the experience left me disappointed.
What went wrong wasn’t the warranty approval itself, but:
Inconsistency between written warranty instructions and in-store enforcement
Inconsistent guidance between different staff members
A lecturing tone that made a straightforward warranty exchange unnecessarily unpleasant
For context, I’ve purchased multiple pairs of Meta AI glasses and have generally had very positive experiences with the products. This stood out as a breakdown in process alignment rather than a one-off mistake.
I hope Luxottica takes feedback like this seriously, because clearer policies and better internal alignment would go a long way toward preserving trust in their brands.

These guys are a joke. They're a living Spinning Wheel of Death. Do NOT BUY ANYTHING where they will be in charge of your return or exchange, particularly not Ray-Ban AI glasses.

It's been three months working on an approved exchange and still nada.

I am not surprised this company is in the 1;s

currently on day 96 of a warranty return, should be a 15 day turn around.

Words fail me at this point, I will require bifocals by the time they send the glasses

No customer service whatsoever. Purchase Oakley frames and the this is the second time they have broken in the exact same spot. First pair they honoured the Oakley lifetime warranty. Second pair no questions, just denied the claim and then offered a $100 gift certificate at LensCrafters to go away. Will never buy from them again.

I am writing this review to warn any future customers about the unacceptable service provided by Ray-Ban Support and Luxottica Spain (the official retailer).

I purchased a pair of Meta Ray-Ban smart glasses in May 2025. By July, they developed a charging defect. I followed every protocol, submitted every photo requested, and had my claim approved.

It has now been over 4 months, and I still do not have a working product or a refund.

The Timeline of Incompetence:

July 2025: Claim submitted and approved immediately.

September 2025: Support falsely claimed they were closing the ticket due to "lack of response" (despite me replying instantly). I was forced to fill out new forms and restart the process.

October 2025: I was told a replacement had finally shipped, but they refused to provide a tracking number.

November 2025: Support finally admitted the shipment was "Returned to Sender" because Ray-Ban/Luxottica made an error with the shipping details. They promised an immediate replacement.

Current Status: I have received nothing. Now, they are asking me to "restart the entire process from zero" and re-submit evidence I provided months ago.

Legal Breach: Due to this failure to fulfill warranty obligations within a reasonable timeframe, Luxottica Spain is in clear breach of Directive (EU) 2019/771 (Article 13) regarding remedies for lack of conformity. Because they have failed to rectify this, I am now forced to initiate the European Small Claims Procedure to enforce my civil rights.

Do not buy these glasses if you expect warranty support. They will delay, confuse, and restart your case until you give up.

UPDATE: I will update this review immediately if the company provides a real solution and stops trying to wear me down to give up on my rights. Until then, assume this issue is unresolved.

customer service is DREADFULL! no one answers emails or handles problems, DONT BUY FROM THIS LOT

I recently needed the help of the Ray-Ban service team. Their help was prompt and very helpful. In fact, in my opinion they went over and above. My problem was resolved quickly thanks to these service representatives. Really appreciate your help. Thanks.

just plain useless

Very poor customers service and willingness to replace the manufactured very poor quality. The lenses in my Armani sunglasses started to loose the surface only after one year. In normal use the lenses survive years. My exceptions were high by this brand and their manufacturer.

Company sucks,i have a pair of Native sunglasses with nosepieces that just deteriorated while the rest of the glasses are fine,a classic example of a defect in materials ,should be covered under the stated warranty,incredibly unhelpful costumer service,complete ripoff,do not buy anything from Luxotica ,they are a horrible example of monopolistic company that buys up their rivals and ruins the product,I can’t express without expletives how horrible they are!

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😤