Apparently I Am Not Alone When It Comes To Receiving Poor Customer Service From Oakley, Lens Crafters Or Luxottica
In the decade or so that I’ve been doing this blog, I have never seen a reaction like I have in regards to this story or this story on my wife’s now failed attempt to get her Oakley eyeglasses repaired by Oakley or Lens Crafters, both of which are owned by Luxottica. I say failed, because if you recall from the latter story, my wife used a online page to try and get help based on the instructions in this Tweet:
If you have an issue, please paste the link to your browser so our escalations personnel can intervene and assist you. https://t.co/y1sdCAaE22 -Marice
— LensCrafters (@LensCrafters) August 9, 2018
Well, they didn’t intervene. They simply closed the case and sent an email to my wife telling her so. I guess that means that they don’t care about fixing her issue with a pair of glasses that is under warranty.
But back to the reaction that my stories on this topic are getting. Thirty one emails from frustrated customers of the above companies hit my inbox over the last few days (and as an aside, I’m still trying to work my way through these emails so If I haven’t responded to you, I apologize and I will get to you ASAP). That’s a big sign that these companies have a serious customer service issue. So are Tweets like these from people who illustrate that the experience that my wife and I have had isn’t a unique one. Starting with Oakley:
@oakley awful repair service & customer service, AVOID!!!! I was a good customer, no more now….
— Antony Gray (@antgray74) August 13, 2018
Very disappointed in @oakley customer service today. An order I placed on Friday was had some problems but got no notification until I called to see what the problem was. Ended up canceling the order and losing a 50$ coupon. Might be changing my line of golf clothing
— jeremy ely (@jke527) August 8, 2018
https://twitter.com/rodie917/status/1027207956612272135
And for Lens Crafters:
Avoid Lens crafters. I have written called e mailed. Your customer service is deplorable.
— Nona (@Nona48459671) April 26, 2018
Lens crafters is helpful up until you hand over cash. Once they have your money the customer service stunt goes right out the window.
— urqlife (@urqlife) April 2, 2018
And finally Luxottica:
@LensCrafters @ray_ban @Luxottica UNACCEPTABLE customer service from @LensCrafters regarding a warranty claim for my @ray_ban glasses. It’s been longer than 72 hours and I’ve not received a response to my warranty claim request email! Two emails and no response!
— MJKazimar (@MjKazimar) July 22, 2018
https://twitter.com/janockbro/status/1020411323216289793
@Luxottica your customer service is something to be abhored. They make it impossible to reach a person to complain and my glasses are broken and i can’t even complain because i cant reach anyone. Please people stop supporting this company
— OhnoimEl👽🛸 (@ohnoImEl) July 8, 2018
Elements of all of the above mesh with what my wife and I have experienced. Which is a customer service experience that is so bad, there are major teclos and cable companies that look good because of how bad these three companies are. When you do worse than a telco or cable company, you’re really in trouble. And you should take action immediately to fix that. But in the case of Oakley, Lens Crafters, and Luxottica, I do not see that happening. Thus you should avoid anything owned by Luxottica, which according to this article on Wikipedia is quite a bit because if you run into trouble, you won’t get help. Ever. Just browse Twitter and see for yourself.
August 17, 2018 at 10:07 am
[…] about our rather shambolic experience with Oakley, Lens Crafters, and Luxottica. Which apparently isn’t unique to us. Specifically if we really made the switch away from those brands and did any of those companies […]