Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/21/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi there, I placed an order for Ray Ban prescription lenses glasses with them. After receiving the glasses I found out it was not what I ordered and that was a mistake with lenses. As my attachment shows. I contacted Ray Ban and filed a claim for return and refund. And I have emailed to prive it as well. I find out that the customer service manger. Has send the return box to the wrong address again as shown in the attachment. And that she files for exchange which I did not choose that option because she gave me an option of a full refund since the lenses has not been made and I will send the wrong one. Then she advised me saying that I should Place another one as the current one will take up to 4 weeks 5 weeks to see the refund two weeks for for me to received the return box and another 2 weeks 3 weeks for them to receive it and give me the refund. Then I found out on a Saturday after I replaced an order for the other one with the correct lenses and some added up stuff. That the one that I placed on June 10th was actually an exchange and when I contact Ray bank they told me yeah we don't do that the supervisor made a final decision. Excuse me did the supervisor paid for them? I would like to ask you please have mercy and contact them and get to the bottom of this thank you very much. It's even in the attachment if you look it says total of refund but they choose this worse to manipulate people when it's reality it's an exchange

• Initial Complaint

  Date:01/28/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  About a year ago, I've purchased Ray-Ban sunglasses with polarized lenses model RB 3671-CH with black frame. Unfortunately, recently, a small area of the frame' black surface peeled off. Approximately, a month ago, I've filed complaint regarding that event, on the Ray-Ban website. On 17Jan25, I've received email from Ray-Ban stating, partial quote: "You should have received an email from us requesting additional information for us to solve your issue. As of today, we have not received a response...". I've replayed promptly to their email explaining that: I have hot received other email from them; requested said email to be resent to me; used the opportunity to attach photos of the sunglasses. Since that was a reply, they should have received it, but to my surprise, I've received another email from them stating that they are closing the case, due to no response. Well, this hardly seems fare. Please note that Ray-Ban has been acquired by the Italian eyewear conglomerate *************** in 1999.

• Initial Complaint

  Date:11/18/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sep 2024, I placed a prescription glasses order under my name, using my email address and my husband's family insurance. Two months later, when my husband went to get glasses, he was told that he did not qualify for glasses until 2026 because he received the benefit back in Sep 2024, which is inaccurate. We learned that Rayban placed a claim for my order under his name, making him look like the glasses were for him; he has insurance through his employer, and my two children are part of this group. On *****, I called Rayban and explained the situation. They opened an investigation (Ref # ***-111-001-285) and said it would be resolved in 3 to 5 business days.The problem is that whoever filed the claim from Rayban made a huge mistake and did not want to be responsible. My husband needs to use his benefits, and he cannot Insurance Eye Med Employer ****** Co Employee ***** ***** Group # ******* Effective 09/01/24

• Initial Complaint

  Date:10/21/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/28/24, I purchased a pair of Ray-Ban Meta smart glasses. Recently, the glasses stopped functioning properly, so I initiated a warranty claim. Despite multiple contacts with Ray-Ban via phone and email, I was informed that I could not proceed with the warranty claim unless I created an account on their website, registered the product, and submitted the claim through their online system. This process also requires agreeing to privacy and data collection terms.However, the warranty provided with the product, as well as the version displayed on their website, clearly states that product registration and account creation are not required for warranty service. The terms of the warranty specify that all that is needed is proof of purchase, which I have offered multiple times.After following up over the course of several days, I was repeatedly told to wait another day for resolution, which I find unreasonable for a company of Ray-Bans size. Given the continued delays and lack of progress, I have also filed a complaint with the *** (whom asked me to also reach out here), as I believe these actions may violate consumer protection laws. As of writing, Ray-Ban has not provided the warranty service as outlined in their documentation.