Having purchased a pair of Ray-Ban for £230 in July 2018, with a 2 year warranty, having only really started to wear them this spring summer. I lost a nose pad and attaching arm which just became detached and fell off one day whilst out walking, couldn't find where it had fallen - the nose pad and arm attached to the lenses as they are rimless. Despite registering with helpdesk - as instructed providing pictures invoice and warranty, they firstly sent me red nose pads, mine are yellow and no fixing arm. Next they sent 2 yellow nose pads - great but no fixing arm. This started 01.07.19 and today 18.09.19 I still do not have wearable sunglasses - nor have they answered the complaint elevated to the complaint department 3 weeks ago. It has been 12 weeks and I have gone from being unhappy with a worldwide organisation to absolutely disgusted. Very expensive unwearable sunglasses under warranty and no resolution. I have now taken the matter to BBC Watchdog.
Review by Elovan1 month ago
The temples on my sunglasses had stretched over time. I was advised to send them back for assessment and repair. The process was very efficient, and the cost of £10.00 including postage, very reasonable.
I received them back in a week looking good as new.
Review by Gadcet Echemann1 month ago
Pretty good for the price, sturdy glasses and stylish
Review by Kealani1 month ago
Do not do business with this company! There products are so cheaply made it's unreal. Simply wiped the prescription lenses with a cleaning cloth and the lightest of pressures snapped the new key whole stupid design right down the middle. The customer service states this is not covered under warranty. What would be covered under warranty if not for a horrible made product that breaks when being cleaned.
Review by Pulchra Albutayshi1 month ago
The customer service and communication in this company does not exist. Never in my life had I such a bad experience with on-line shopping. I have waited exactly 1.5 month since the returned item was delivered for the refund to be processed and only after having to prompt them twice about it. They don’t respond to any mails. Waited again 2 weeks after contacting them via chat to finally issue a refund. This is outrageous!!!! According to the law they are obliged to issue the return in 2 weeks at the latest after receiving the return. They are in breach of all the rules not only legal but also common decency. I will never buy anything them again because it is not worth the hassle. They act like a dodgy producer of cheap knock-offs, certainly not like a well-known reputable company. Maybe if I have not read all the bad reviews all over internet I would have believed in their explanations about the crash of the system as the reason why the payment did not go through. But then they would have sent me at least a notification of receiving the return. This is what a normal, reliable company would do, but this is certainly not what this company is.
Review by Callow1 month ago
There appears to be a pattern here regarding the refund procedure. Reading the previous reviews, my experience was exactly the same. Customer services kept promising me a refund - 15 days, then an apology, 5 days - still nothing. Only got a refund when I put a dispute in with PayPal. The initial dispatch time was brilliant, it's just a shame how the service after that is shocking. I definitely won't be ordering online again
Review by Toryscheva1 month ago
Ordered customised pair of sunglasses on the 18th. They arrived yesterday. Absolutely love them! Very good quality and tint. Great engraving. No issues with delivery. Can't comment on refund etc issues as keeping my new sunnies.
Review by Lampa1 month ago
I purchased a pair of Italian Grand Prix limited edition Ferrari sunglasses on the Ray Ban . com website, it states only 200 pairs, when I received mine are 56 out of 650!! I asked Rayban about the miss selling and they came up with a load of rubbish regarding colours etc! 200 pairs are only 200 pairs in my option not 650. they cost £440 and not worth the money by a long chalk, I have collected the limited editions and are now wondering if there are more than advertised, these have been sent back for a full refund.
Review by Darialouise1 month ago
Purchased online and Sunglasses arrived with 3 imperfections, sent them back for a replacement. 3 weeks later and a lot of chasing on my part to confirm whereabouts of return and when replacement pair will be issued. Also questioning the Quality Control process but was reassured this was a one off!!
Finally received my replacement glasses and they too have imperfections! This time a blemish on the mirrored lens!
Absolutely shocking, will never purchase from Rayban again as their customer service, quality control and returns process are terrible!
Review by Deseri2 months ago
Here I am at silverstone for motor GP looking like a wally. I brought my sunglasses at xmas worn them 4 times and today the arm snapped. No rough handling looked after them... so now I’m walking around with half a pair of raybans. I absolutely loved them but at that price I would be better of with a throw away pair!!! Dreadful
Review by Viergemene Tregambe2 months ago
I ordered some glasses to have prescription put in them, and I was sent the wrong pair. Not even the same style. I was advised to send them back for an exchange, even though I just wanted my refund and no one told me it would take over TWO weeks to even have any sort of info regarding my glasses. Still haven’t received them, I’ve been told several different things by customer service, and my glasses still haven’t been processed. Seriously, buy your glasses through someone else. Dealing with this company has been such a disappointment. This was my first and last experience buying from the site.
Review by Peethamparam2 months ago
WORST CUSTOMER SERVICE. FRAUDS.
QUICK TO TAKE YOUR MONEY BUT MONTHS TO REFUND.
The customer services sounded like an angry tea lady and was a grumpy inefficient cretin probably more suited to work as lavatory cleaner.
When will the refund happen - No idea.
When will manager call back - No idea.
3 weeks ago was confirmed refund will happened. Still no luck.
Review by BenjaminL2 months ago
horrible customer service
refund taking longer than 14 days is ILLEGAL
shoddy business not recommended
Review by Imeldah2 months ago
UPS messed up my delivery and when I called Ray-Ban at the beginning the guy talked normally but when I started asking questions and complaining he began to not hear well on the phone because of the bad line. I had full signal and that's ridiculous, still laughing!
Review by McCaul Bawla2 months ago
Never again. . .
I have purchased two pair of Ray Ban sunglasses in the past year thinking they must be made very well for the price i paid, well guess again, the quality of the material is so cheap, they both broke with just normal wear. I did not bother to return them as I know their customer service is not user friendly and they would just tell me it was somehow my fault that the frames broke. NEVER AGAIN The $15 glasses i bought have outlived the Ray Ban.
Review by Bambang2 months ago
Ordered sunglasses for my son. Delivered to the wrong address. Complained to Rayban - no reply. Rubbish customer service.
Review by Vergne Allemandy2 months ago
The most horrendous experience trying to get a refund on an order I never received! I suspect if I had not emailed (they never responded) or contacted via the "chat" system almost dayly chasing for an explanation, I would never had received my refund. It took nearly 8 weeks to receive my refund, despite the company initially taking responsibility for my order being sent to the wrong address. I was initially told that it would take 15 working days (which is highly unusual for a large company)
When the refund didn't emerge, I was repeatedly told (by different staff) that it would take 2 - 5 working days. Eventually they admitted that there had been a "technical" fault .such a shame as I have numerous pairs of Raybans but I would never purchase directly from them again- in fact it has out me off the brand altogether!
Review by DarthWomble2 months ago
Having never used Rayban online before I wish id looked here at the feedback recieved from customers. Ordered the items using the REMIX customisation process, products arrived 4 days later than expected which was disappointing enough but the quality of the lens and frames was laughable for a premium ticket price item,cheap and flimsy plastic basically. I wasnt aware the REMIX products were non refundable - it certainly would have deterred me from making an order. To cap it off the attitude of the customer service rep via chat was shocking, blunt,curt & rude and not at all helpful - a terribe experience start to finish and I certainly wouldnt recommend rayban to anyone.
Review by LePetitArtisan2 months ago
I would give no stars but it’s not possible. I ordered around five pairs of sunglasses and returned three within a week (12th July). UPS do not provide a receipt and no courtesy email from RB to inform me they have received the glasses. So I call, ‘oh yes they were received on 15th July’. Ok so is my refund being processed? Yes, it will take 15 (working) days to process. This is pretty unusual for a global company, but, ok...
....cut to 21st August, still no sign of the refund and, after 2 phone calls, 2 emails and online chat, all I can get out of them is that they have ‘a technical fault’....surely in the modern world it is not feasible that a global company could have such massive issues that take longer than 6 weeks to fix?leaving its customers stranded with no information or updates....
I have no doubt I will receive the refund in the the end, but don’t for one second believe there is a technical fault. It is outrageous that they can get away with using their customers’ money to improve their cash flow. We are effectively funding their business while we wait. Patiently. Angrily.
Review by CustomerELH2 months ago
Worst customer service ever. Manager supposed to call me back within 48h - it never happened. Chat is useless, same ole.
Never going to buy from them again.
Review by ChandraJ2 months ago
Horrendous customer service. Placed a warranty claim online and was offered a new pair of sunglasses at a discount. I paid for the new pair 3 weeks ago and nothing has arrived. They don't reply to emails and customer service call centre are unable to help saying "the warranty team don't talk to customers and we can't see their system".
So now I'm almost £100 down with no idea if or when my sunglasses will ever arrive.
Review by Toriaeh2 months ago
Appalling Brand to deal with! I purchased a pair of sunglasses from the 'Remix' range. These are NON-RETURNABLE and NON-REFUNDABLE. It was not made clear at the checkout online that they have such a policy. The item arrived and was unlike the pictures advertised. The Red Mirrored effect was poor and I was left disappointed. I telephoned Customer Service to be told they weren't prepared to help. Fortunately I had payed via PayPal and after opening a case, received a full refund as Ray-Ban never replied. NEVER AGAIN!
Review by Niike Fesemeyer3 months ago
My freshman in college saved her money working this summer to buy a pair of sunglasses that she has wanted for a while. She ordered and paid for them online with her own debit card. $200 and three weeks later they appear to be lost or stolen in transit. We filed a UPS lost item claim and have called Ray-Ban asking for a refund. So far we have had zero resolution. Very pitiful. Do not buy direct.
Review by Erly3 months ago
Rtn glasses within 1 day. Refund issued a month after they RECEIVED the glasses back and only because I emailed them every day to complain. Worst customer service I've ever experienced. I will buy Maui Jim from now on! I'd give 0 stars if I could.
Review by Removals3 months ago
Absolutely dreadful. The item I ordered was returned as "non-deliverable" because they put the wrong address on the package. I have since sent emails asking where the good are, no response at all. I have asked for as refund, no response. Phoned customer Services to be told "this is our busy period" - really? A Company the size of Rayban can't sent out a pair of sunglasses correctly nor reply to a Customer with a legitimate complaint. However they were able to email me with a Customer Satisfaction Survey - aha! That was completed and sent back with some very Unsatisfactory comments 2 weeks ago with no response or regrets for the lack of service. I have been promised a refund but just got an email in the last few minutes to say it can't be processed due to "Technical Difficulties". I will leave it a few days and try customer services again and if no satisfaction will seriously think of taking legal action. I have never, ever, ever experienced anything like it. What a dreadful Company, and they don't even care.