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Lookoptic customer service
I ordered glasses as a Christmas present for a holiday party. The glasses didn't arrive during the window. I emailed and called to find out when I would receive them. Emails were sent to me apologizing for the shipment issues and I was told that replacement glasses would be sent overnight. Never received. I sent an email and got another quick response apologizing and ensuring me they were on top of it. Then got another email saying they were going to overnight the glasses so I would get them in time for the party. No shipment. After asking for help, got another quick response with an invalid tracking number and another apology. After several days of emails, the AI responded that I would get live support within 24 hours. This was false. Got another AI response. I also tried calling the phone number and left messages. No response.
Response from LOOK OPTICDec 23, 2025
Hi, We are truly, deeply sorry for this experience. What you described is absolutely unacceptable, and we fully understand how frustrating and disappointing this must have been- especially when the glasses were intended as a Christmas gift for a specific event. We sincerely apologize for every step where we fell short. At this point, we would like to offer you a full refund, no questions asked. You should never have had to spend so much time chasing answers or dealing with uncertainty, and we take full responsibility for this situation. If you’re open to it, please reach out to us directly so we can process the refund immediately and ensure this is resolved properly. Thank you for taking the time to share your experience. LOOK OPTIC