Luxottica Anmeldelser 

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.

.. mein Eindruck lässt mich nicht los das die neue Sonnenbrille Sliver XL; produziert in Brasilien, entweder eine extrem schlechte Oakley Brille , oder schlicht weg ein Billig Model alà Fernost Basar, ist.
Die Brille ist viel zu leicht, sie hat starre Bügel, sieht super billig verarbeitet aus.
Kann mich täuschen, aber alle vorherigen Brillen die ich von Oakley habe, haben Style, haben Qualität.
Kann den Kauf einer Sliver xl nicht empfehlen .
Lud.

Cela fait plus de 6 mois que j’ai ouvert une demande de service après-vente pour mes lunettes Ray-Ban Meta, toujours sous garantie. Malgré des échanges initiaux avec le support, une proposition de remplacement validée dans les délais, et le retour du produit effectué depuis plusieurs semaines, je n’ai reçu aucune solution concrète.

Le suivi est inexistant, les relances restent sans réponse, et le temps de traitement est tout simplement inacceptable pour une marque de ce standing.

Je déconseille fortement de commander chez eux : en cas de problème, vous serez seuls face à un SAV fantôme.

Ce sera ma dernière commande.

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!

Servicio de atención al cliente desastroso.
He reclamado unas plaquetas de gafas, que por construcción defectuosa se caen. Me contestan que con enviar nombre y dirección me llegarían a casa. 15 días después las reclamo y me envían unas enlace para que haga la compra por 15€.
Si me hubieran avisado desde el principio, me ahorrado la espera. Obviamente, el correo de confirmación de envío gratis, lo han obviado como si nada. Encima las gafas me hacen daño en el puente, al no tener protección. Un desastre.

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 *

Betrug durch Luxotica

Habe ein Problem mit einem 100 Euro Gutschein. Bestelnummer und Daten angeben beim Kundendienst. Dieser versichert mir das mit meinen Gutscheindetails alles passt. Nach mehreren Nachfragen und Beweisvorlage das ich mein Guthaben nicht abrufen kann werde uch zu insgesammt 4 verschieden Kundenberatern weitergeleitet. Alle antworten mit der selben Nachricht. Hier liegt der Verdacht einen Kundenbot aktiviert zu haben und auch die Telefonnummer wird sofort nach Anruf unterbrochen. Luxotica betreibt extremen Betrug um Rückerstattungen zu vermeiden!

Katastrophe bei Retoure!
Ein Retouren Label kann nicht erstellt werden, der Kundenservice antwortet nicht, das Portal (Persol) ist zeitweise nicht erreichbar. Die telefonische Hotline verweist lediglich auf die Website.
Es gibt keine Rechnung, keine Firmen Adresse und kein Impressum.
Absoluter Betrug!
Vorsicht!!!‼️

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! :)

Ho acquistato dei RayBan Meta a Bologna in store ufficiale a giugno 2024 con lenti graduate, valore totale 720€.
A marzo 2025 inizio a riscontrare problemi al microfono, non mi sentono in chiamata.
Apro ticket di assistenza il 16/04/2025, procedo alla spedizione come da procedura tramite box e corriere UPS con etichette prepagata.
Il corriere perde il pacco, ma nessuno mi avvisa.
Chiamo 5 volte l'assistenza nell'arco di 3 settimane per capire come risolveranno il problema, ma nessuno se ne fa carico, finché un operatore mi dice che le assistenze sono in ritardo e che non ha idea di quando e se il mio caso verrà gestito.
A metà giugno circa invio una PEC all'ufficio legale con richiesta di risposta entro 15 giorni, diversamente avrei intrapreso azione legale.
Il 24/06/2025 finalmente vengo contattato da un operatore che mi garantisce la spedizione di un occhiale nuovo sostitutivo.
L'11/07/2025 ricevo il pacco.
Tre mesi, decine di chiamate, una PEC con minaccia di azione legale per avere un minimo di attenzione da un gruppo come Luxottica è qualcosa di imbarazzante, tanto più per far valere un proprio diritto sacrosanto come la riparazione di un prodotto in garanzia.

Sconsiglio vivamente l'acquisto di occhiali smart RayBan, e personalmente farò a meno di acquistare in futuro prodotti del gruppo Luxottica.

L'attenzione e il rispetto del cliente devono essere principi al primo posto nella scala di valori di un'azienda.

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.

Ich habe im letzten Jahr eine hochpreisige Sonnenbrille von Ray-Ban bei SunglassHut gekauft. Leider zeigte die Brille bereits nach kurzer Zeit Verfärbungen am Bügel, weshalb ich sie im Rahmen der Garantie reklamieren wollte. Daraufhin folgte eine Online-Anfrage nach der anderen. Immer wieder wurden neue Fotos angefordert, bis schließlich die Garantiefrist abgelaufen war. Anschließend wurde der Fall mit folgendem Text geschlossen, auf Anfragen reagiert Luxottica nicht:

Hallo Xyz,
Danke, dass Sie den Luxottica Garantieservice kontaktieren. Ihre Serviceanfrage wurde geschlossen.

NOTIZEN:

- Ihre Anfrage kann mit den eingereichten Fotos nicht ausgewertet werden. Bitte eröffnen Sie eine neue Anfrage mit allen benötigten Informationen, die im Erstellungsprozess genannt werden.

Wenn Sie uns Ihr beschädigtes Produkt gesendet haben werden wir Ihnen dieses wieder zurücksenden, da wir mit der Auswertung leider nicht fortfahren können.

Vielen Dank,
Luxottica Kundenbetreuung

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!!

Ho acquistato nel 2024 un paio di Ray-Ban Stories che ad inizio 2025 hanno smesso di funzionare. Ho contatto il servizio clienti e dopo moltissime peripezie ed innumerevoli email inviate e ricevute ho avuto conferma della sostituzione in garanzia. Sono stato invitato ad inviare i miei occhiali e successivamente dopo moltissimi altri solleciti (ho persino contattato il CEO di Essilor Luxottica) sono stato richiamato dal servizio clienti con tanto di scuse. Le garanzie che tutto si sarebbe risolto a breve sono state moltissime, ma ad oggi occhiali (e lenti graduate aggiuntive acquistate separatamente) sono ancora senza occhiali. Mi sento vessato perchè non ho nemmeno i miei occhiali non funzionanti, con i quali, almeno, ci vedevo. Ho provveduto oggi a contattare il mio legale e la tutela dei consumatori. Sono allibito: stiamo parlando di una delle eccellenze italiane che ha un servizio post vendite nemmeno degno della bottega del salumaio (con tutto il rispetto) dietro casa! Essilor Luxottica: dovreste fare più attenzione!