Business Profile
Optical Supplies
Ray-BanThis business is NOT BBB Accredited.
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Complaints
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Complaint Details
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Initial Complaint
05/15/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Good evening.I want to stress this has nothing to do with the Newport store, but the customer service experience over the phone with Ray-Ban the company. I could not select Ray-Ban as a whole without picking a specific store in the page prior.I have ordered the Ray-Ban Meta Smart Glasses on April 26, 2024. It shipped on May 6, 2024, from *****, landed in a shipment hub in **********, **** on May 7, 2024, and has been on hold to this day.I attempted to get a refund with their customer support agent, ***********************, twice this week; once on Monday, May 13, and again today on May 15. The Monday call I was told to wait an extra 48 hours despite waiting over 10 business days.Today, I noticed the shipment was still on hold. I called again to get a refund, but now they said since the issue is still being worked on by their back office team, they do not have the option to provide me my refund. I told ******** wished to speak to a supervisor.***** got on the phone and stated that they could not give me a refund because they do not have the option to do so. The only way they can get the option to refund me was for *** to neglect updating the tracking information in over five business days. I even mentioned that there was a five day period where they did not update the information between May 10, 2024, to May 14, 2024. He reiterated that it must be over five straight business days. I told him that because they still have yet to find out what happened to the order, my money is stuck in limbo. All he did was keep sternly repeating his apologies and that there was nothing he could do.I do not want the product anymore. It was supposed to be available for in-store pickup at the ************ in ************ much earlier than today. I just want my money back as Ray-Ban seems to not know where the glasses I ordered are. Here's the *** tracking number, and I have so much more information if needed that I can send via email attachments.2580936304Initial Complaint
05/25/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I am writing to file a formal complaint against Ray Ban regarding an unresolved refund issue that has persisted despite my multiple attempts to contact their customer service. I have encountered significant difficulties in receiving a refund for six items that were returned to Ray Ban's warehouse on 05/18/23.To provide a clear account of the situation, I initially placed an order with ray-ban.com for six sunglasses, using Order Number: ********. I specifically selected the option for store pickup at the Manhattan location. Unfortunately, Ray Ban distorted my delivery information and sent the package to my residential address, which is an unsafe place to receive such valuable items.Upon realizing this error, I promptly contacted Ray Ban and requested a correction to the delivery information. However, they did not take any responsibility for their failure. I had to reached out to *** to changed to the new pickup address from the local *** store.To my dismay, upon receiving the package, I discovered that one of the sunglasses was secondhand with an old, dirty box. As a result, I returned the package on 05/16/23.Despite following the necessary procedures, Ray Ban has been uncooperative and has refused to issue a refund of $2038.30, which is the total amount of the purchase. They insisted on shipping a replacement package to my residential address again, even though I clearly expressed my concerns about the safety of this delivery method.Unfortunately, the package was fraudulently received by someone named ******** on 05/24/2023. Ray Ban's outrageous behavior not only constitutes a breach of my consumer rights but also demonstrates a complete disregard for customer satisfaction.Therefore, I kindly request the intervention of the Better Business Bureau in this matter. I urge you to ensure that Ray Ban addresses this issue promptly and provides the appropriate refund of $2038.30.Initial Complaint
04/08/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
On 4/7/23 I ordered glasses from ray ban. I accidentally ordered the wrong size, but the site allows you to modify your order if done within an hour. At 11:04 roughly 30 minutes after my order I requested the frame size be changed. A CSR got back to me 4 hours later saying they cannot cancel or modify my order because it has been too long despite me being on top of my end of their requirements. They responded to me hours later suggesting I buy a new set of glasses so they come in at the same time as the wrong ones. I explained to them I am a travel worker and Ill be lucky to receive my first order in appropriate timing for me to wear them. There would be no way I could meet the 45 day return window with my travel work. They gave me a 40% off as consolation to buy a new set. Turns out the 40% off costs more than their promo on the lenses alone. I received no help and Im going to receive glasses that dont fit that I can only hope to return for a refund if they come in on timeInitial Complaint
02/01/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
See attachment. I ordered prescription sunglass from Rayban with the understanding that they would be delivered in time for my travel plans. They will not. The website states that they will be delivered within 8 days of prescription verification. The representative explains it differently. Please see conversation in attached, pdf email. I would like them to remove or alter the wording of the delivery claim. I've already requested them to do this, but the request has been ignored. I would also like a store credit for the full amount of my purchase.Initial Complaint
01/20/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
on 02/23/22 I bought a pair on lenses Rayban 'I paid ****** dollars , on December 27th the lenses broken itself apparently because the material dried up. I explained to them that the material was not good material and they told me that my warranty covers the replacement. I sent pictures to the Ray ban replacement department and after a week they told me that the warranty will not cover the lenses with any explanation, I tried to talk with an escalation department but nobody wants me to connect to them. and the answers were the same only by chat. They offer me to buy another lenses with some discount but for me is unfair because they sell their products with a warranty that they don't want to fulfill. It seems that this company has misleading advertising .Initial Complaint
11/14/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
This issue was with the Ray-Ban online store for order ******** ..... I placed and order for a pair of customized glasses in the memory of a relative that passed away, I placed the order on 11-6-22... *********** told me they are not going to make my glasses because I didn't get a doctor to sign my prescription, I already paid them $375 and totally customized my glasses . My glasses , I paid for them , I sent the details of how I wanted my glasses made and they are treating me like I'm trying to buy drugs or something.. this is messed up...... I want my glasses I attached a copy of what my prescription is.they said they are sending my money back I don't want the money I want my glasses.Initial Complaint
07/10/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I submitted a claim to RayBan for service request ******** on July 8, 2022 for a pair of RayBan sunglasses that have begun peeling and crackling a film applied to the lenses (applied at manufacture). Although the glasses are out of warranty I believe they are defective and should be replaced or repaired. I have taken excellent care of them as they are an expensive item. I always keep them in the original RayBan case, as well. I see online that this manufacturers defect has been reported as an ongoing complaint and I believe that RayBan should stand behind their product. They have offered to sell me another pair of sunglasses at a discount, but will not replace or repair the ones I have with a similar pair that is not defective at no charge. I treasured these glasses as they were a gift and I would like RayBan to acknowledge the fact that this occurred through no fault of my own and accept full responsibility for the failure of their product to meet expectations.
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BBB Rating & Accreditation
This business is not BBB Accredited
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Customer Complaints Summary
7 total complaints in the last 3 years.
1 complaints closed in the last 12 months.
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