Ray-Ban Reviews 7,432

After more than two months of delays, broken assurances and repeated resets of the process, it is difficult not to question whether this is simply inefficiency or a system that relies on customers eventually giving up….
I initiated a warranty claim on 11 December. It is now mid February and I still do not have the correct replacement glasses.
Over two months of delays, repeated phone calls, unanswered emails, broken assurances and operational incompetence.
A senior manager became involved. He said he would look into fast-tracking once my return was received. There was no follow-up. No update. No ownership.

My partner returned identical glasses on the same day, through the same courier, from the same location. Their replacement was processed and delivered within days. Mine was not. No explanation was provided.
When my replacement finally arrived, it was the wrong size. Despite clearly requesting the correct size at the start of the process.
Instead of resolving the existing case, a new service request was opened, effectively resetting the clock after two months of failure.
I have spent hours on calls and emails chasing progress that should never have required chasing. I have repeatedly been told someone will call me “as soon as possible.” That promise was repeated again this morning. No call came.

At one point, my personal phone number was printed on a shipping label without my consent.

This is not a minor delay. This is systemic disorganisation, poor communication, and complete lack of accountability.

A premium brand should not operate like this.

I am still waiting for a resolution

Writing ANOTHER review since I still don’t have my replacement meta glasses after returning the product a month ago! It’s been a grueling 4 month process at this point and I STILL DONT HAVE GLASSES. Hundreds spent and nothing in return. They said my returned product was never received despite tracking showing confirmation of delivery and despite my having called to confirm as well. What is going on with this company?

I have a pair of Rayban glasses that were made into readers. Used occasionally and the rim of the frame just broke. It was denied 2 months after the 2 year warranty (from order date which took longer for the frames and lens). I went through Rayban's lengthy online product return form. This was clearly a manufactures defect either in the casting of the frame or materials being used. I have always depending upon Rayban for quality products, however I am terribly disappointed in what has become of their new products and WILL NOT be buying any more of their products. BUYERS beware after two years be on the look out for your frames to break. Terribly disappointed and would not recommend to anyone.

I wish I could put no stars horrible company. I ordered two pair of glasses for my children sent them to a retailer to avoid porch pirates or having to sign for them only to get lose and no one knows what happened. I end up getting replacements toward the end of January after the holiday had came and gone and end up sending them back only to get told they advised me of the wrong tracking number to when i finally escalated the situation to a manager who told me she was going to send me my refund for them to put another 7-10 hold on it

Had a little bit of an issue with the website but Ray-Bans customer service reached out to me and resolved it immediately. Thank you!

Ray-Ban Australia – disappointing after-sales support. My sunglasses case failed within ~5 months of normal use (warranty/quality issue). Instead of providing a replacement case or a straightforward refund/compensation, I was offered a $50 voucher with heaps of conditions: minimum spend, lots of exclusions, and it can’t be exchanged for cash. It felt like a runaround designed to push another purchase, not resolve the problem. Still trying to get a fair remedy (replacement case or refund back to original payment method).

It feels like a tactic to push you into buying again rather than resolving the problem. Disappointing after-sales support for a premium brand.

So having written a review here on 4 February about Rayban stating my glasses were OUT OF WARRANTY when they were only 3 months old and suffered a failure of the plastic in the left arm (a KNOWN defect - both material and manufacturing). Rayban replied and asked me to send more details to them in the email they supplied in their reply. This I did on the day but gave still not heard anything from them. They say the right things to people who write reviews but DO NOT follow them up or indeed reply. This company ESSILORLUXOTTICA is worth somewhere in the region of £102.27 BILLION. Not really a surprise when they do not honour their 24 month warranty. Although the technology in these glasses is fantastic the physical product is ABYSMAL and I would give the following advice:
DO NOT PURCHASE FROM THIS COMPANY. Once they have your money they no longer care (and lets be totally honest, with a worth of £102.27 BILLION why would they)

I have had a terrible experience and have deep frustration with the customer service I have received from Ray-Ban regarding my prescription sunglasses order.

Due to a vision disability, I require prescription sunglasses for upcoming travel. Despite placing my order over a month ago, I have yet to receive my glasses or a clear explanation for the delay.

I have visited the store three times seeking an update—each visit requiring a 45-minute journey. On every occasion, staff have been unable to provide a straight answer about when my order will be ready. During my most recent visit, I was told there was a delay at the "lab" and that I should expect to receive my glasses today. I have still not received them, nor have I been contacted with any further information.

This level of service is a really stressful experience as I travel from tomorrow and my prescription sunglasses are essential to be able to navigate the day to day. I would appreciate an immediate update on my order status and a firm delivery date but struggling to get a hold of anyone to help.

I’m extremely disappointed with Ray-Ban’s customer service.

My order was left unattended at my doorstep and marked as “delivered” even though no safe place was requested or authorised. When I arrived home, the parcel was gone. A delivery photo of it being left outside does not mean it was delivered to me.

Despite this, Ray-Ban refused to issue a refund. Instead, they said their only option was to provide a replacement to a Ray-Ban store — the nearest one being around 90 miles away, which is completely unreasonable.

They repeatedly quoted their internal policy, even though this goes against UK consumer law, which states that responsibility remains with the retailer until goods are delivered into the customer’s possession.

Poor delivery handling, no accountability, and an inflexible response that leaves the customer out of pocket for something that wasn’t their fault. I would not recommend ordering online if you expect fair treatment when something goes wrong.

My replacement rayban meta 2 came with deep scratches and terrible terrible “sandpaper finished” matte black frames. Bridge and both sides of frame. Whole finish scratched and faded…..These are direct replacements for my defaulty 1st gen’s which glitched out from wearing in sun in a couple weeks of owning…. I have seen better finishes from fake raybans in Asia… terrible quality. Not acceptable this is brand new product out the box.

The glasses are crooked they don’t even sit straight in my face and then they did not come with a case or a lens cloth just a cotton pouch and nothing else I expected way more from ray ban

Absolute GARBAGE customer service. Their “specialists” are not really specialists, they are incompetent and have no idea what empathy means and devoid of any customer service skills. Their glasses themselves are defective and I will be returning them. A specialist literally ended the chat by copy pasting a bunch of AI scribbles saying “if these steps don’t help then there’s nothing mmore I can” and ended the call right away while I was waiting and being patient for them to help me.

on the 29th jan the customer service team emailed me in relation to my order to say they have processed a refund. When this did not come through I phoned them 3-4 times over the coming days and they said that no refund is in place. Each time they said they would escalate but you need to keep contacting them. Still no refund and no product. A worldwide brand who cannot stick to their word.

I am writing to formally escalate a matter that has yet to be resolved and has resulted in an extremely disappointing customer experience.

On January 22, I placed an order for Gen 2 Ray-Ban Meta glasses for store pickup. On January 27, I received an email confirming that my order was ready for pickup. Later that day, I received a phone call requesting that I retrieve the item as soon as possible. I informed the representative that I was out of town for work and would return to pick up the order on Thursday, January 29. I also clearly explained that this purchase was a birthday gift for my daughter, whose birthday was that day, and that we were departing for vacation immediately afterward.

Upon arriving at the store on January 29, I discovered the location was closed without notice. The windows were covered with brown construction paper, the doors were locked, and repeated attempts to contact the store by phone were unsuccessful. This resulted in my daughter not receiving the birthday gift she had been anticipating.

While on vacation, I contacted RayBan.com customer support and was assured that the item was located at another store affiliated with LensCrafters. I visited that location and was informed I was at the incorrect store. I then went to the store I was redirected to—despite it being the original store listed on my order—only to be told I was supposed to return to the first location. This series of conflicting instructions caused significant inconvenience and frustration.

I would like to specifically recognize Kia at the LensCrafters in Snellville, who demonstrated exceptional professionalism and care. She spent over two hours assisting me in locating my order. After being disconnected by one representative, she was eventually able to reach support and was informed that I would need to complete a lost item claim form.

This request was both confusing and unreasonable, as I did not lose the product. The item was never delivered to me or my residence; it was delivered to one of your stores and remains unaccounted for. Nevertheless, I complied and completed the required form, only to be told that resolution could take up to three weeks.

Given the circumstances, I am requesting immediate executive intervention and one of the following resolutions:
1. Delivery of the product without further delay and a full refund of $401, or
2. A full refund of $401 processed immediately.

This experience reflects a serious breakdown in store operations, communication, and customer service. It is unacceptable for a customer to be placed in the position of resolving an internal logistics failure—especially for a purchase of this value and significance.

I respectfully request written confirmation of resolution within five (5) business days from receipt of this message.

Thank you for your prompt attention to this matter.

If i can give 0 star i will o place order never received i call the tell me was no correct address i just lost 75$ the guy i was talking too at list can give gift card or stuff like that . Don’t order from them be careful

I have not received my refund

Love the glasses. I’ve had them for about 3 months, they have recently started getting warm and disconnecting from my phone a lot. I contacted Meta (I purchased them for Meat) and they had me contact Rayban. Customer service was no help. I didn’t expect to have issues already with the new version, maybe a quality control thing.

I’m out of pocket £821.90 and 3 glasses I am yet to have seen since January 10th. I requested to return 1 from a store pickup and it was so difficult.

Customer service liessssssss unprompted and will say anything including giving false assurances. They have such a massive breakdown in communication, a different person responding to your email most times and all seem confused asking the same questions.

The prescription verification was a time!!!!! Literally almost impossible until i had enough and asked to cancel my orders. But unsurprisingly, even that is a slow and painful process.

I love ray ban but I hate this experience and would never use them for anything again! I just want my money back and because they do everything so slowly and without care, it could take another 2 months before I get a refund. Absolutely ridiculous!

I have an average sized face and the 53-20 feels just a tiny bit wide on my face. I really wish there had been a 53-18 or 17. Everything else was perfect. I'll still be keeping them, because I really like the look of the frame. It gives this '90s '2000s office siren look with a modern aspect.

I wrote a review about 4 days ago and still no response. But then I see other reviews and they got a straight up answer next following day.