*After a Very unexpected review update, I wanted to share my experience with Ray-Ban Support.
My Original Review can be found by clicking here.
Let’s Begin:
Not even a week into using the glasses, they broke-with very careful and light use.
August 21st, left temple tip/ear piece fell out and would not go back in, making the glasses unwearable. Initiated a warranty claim.
August 24th, after a few days pass, automated support reaches out requesting more pics-saying my initial pics did not meet the mandatory requirements…
August 25th, get another email from support stating that the defect does fall under warranty and therefore can be replaced. There’s always a catch, instead of just sending me a return label, I get another email saying I have to call/chat to get that info…So I reached out via chat and was told I would get a shipping label in up to 2 business days.
I have trust issues when it comes to relying on customer support services-so I later reached out via phone twice but no one answered either time. Something just wasn’t feeling right about all this.
August 26…my bad feeling was right, the chat representative was completely wrong. I called in and was told I now have to wait 5 to 7 days to receive a return kit. Once I return the broken glasses, then and only then will they send me a replacement(so it could be another week or two before I get the replacemens…)
This makes me overworry that once they get the broken pair, that they’ll try to take back the fact that they already said it was covered under warranty.
August 30, no update so I sent a follow up email. Growing impatient with this unnecessary wait time. Will give them until Sept 2nd before I call again.
Sept. 2nd, upon calling them again, I was told that the label for the return box has been created but there is a delay and getting the return box shipped out and that it could take another week. The representative did say she would send me tracking number, even though UPS is not and possession of it yet, but ultimately she just sent me the link to the main UPS tracking page. So from here it’s going to be at least 2 weeks, maybe three, before I even get my replacements because they keep telling me that they have to receive the damaged ones before they will send out the replacement. After this inconvenience they really should send out the replacements with the return box.
I was later sent a automated email that had the actual tracking number in it for the return box - Should get on Sept 4th.
Sept 4th, so I get the return kit, which seems very confusing but I managed to drop it off at UPS the same day. It took me a minute but then I realized there must have been some miscommunication with the first phone representative so I had to put a note in the box stating the following:
"To whom it may concern,
There seems to have been a communication mix up. When I was asked if I had the box they came in, I thought the representative meant the shipping box, not the rayban box. So I have sent everything that came with the glasses."
Had the miscommunication not happened, I think they could have just sent me a label, at which point I could have sent them back sooner.
Sept 15th, it’s been a week since the broken pair was returned. I called customer service, again, and they said I would not receive the replacement until about 15 days after the return was received so looks like it’ll be at least another week…
Sept 18th, got an automated email that my replacements have shipped and will arrive on the 22nd. What’s odd is that they are coming from Italy.
Sept 22nd, replacements arrived, warranty claim finally completed.
*Needless to say this process was very time consuming and anxiety inducing. My personal advice would be to avoid having to file a claim unless it’s really your last resort.
Thank you for reading 😊
