A culture of quality: at the service of customers, employees and the community
Luxottica’s outstanding culture of quality can be seen in the manufacturing of every pair of glasses and in the way the Company looks after its customers, its employees and the community.
The quality laboratories
The Group applies the same “made in Luxottica” quality control system to every phase of the process, from product development to procurement, from distribution to analysis and monitoring of product performance. This meticulous quality control system has been developed by the Italian central laboratory and is replicated, using the same equipment and procedures, in the rest of the world. As a result, the manufacturing sites in China, the United States and Brazil each have a quality laboratory that is able to monitor and maintain the quality that defines all of the Group’s products.
The quality control system has evolved in step with the complexity and richness of collections and models. Every year, cutting-edge technology and the internal development of new tests, with more stringent criteria than international regulations, enable Luxottica to improve the quality of its products.
In 2020, the central laboratory in Italy extended its accreditation according to the ISO/IEC 17025 standard for the competence of testing laboratories. Now the scope includes, in addition to mechanical and optical tests, chemical tests that measure the release of substances from the frames, to guarantee consumers increasingly higher quality products.
For Luxottica, promoting a culture of quality also means recognizing the needs of customers and end consumers, assisting them in all phases of the purchasing process, both offline and online, and supporting them via dedicated after-sales services.
Luxottica’s Customer Service department, which includes the Contact Center and After Sales, manages technical and commercial assistance requests from the wholesale, retail and e-commerce channels.
The Contact Center provides a contact for customers and consumers from all over the world in both the pre-sale phase (dealing with requests for information on specific eyewear styles, for example) and the after-sales phase, whether by phone, email, instant messaging or social media. If necessary, it forwards requests to the After Sales team.
The After Sales team supports customers and consumers that have purchased products made or marketed by Luxottica, from managing returns to warranty policies for eyewear collections, corrective lenses and Oakley’s apparel, footwear and accessories (AFA), purchased by wholesale customers and end consumers in the Group’s stores or e-commerce sites. To guarantee the prompt management of requests, After Sales is present at each logistics hub, providing customers in their respective geographical areas with the assistance they need: Sedico for EMEA, Atlanta for North America, Dongguan for Asia-Pacific and Jundiaí for Brazil.