Luxottica Group/RayBan Reviews

Their customer service is non-existent. You will get an original confirmation email of a ticket being submitted and they will say you will hear back within 5 business days. This is a farce. I have been contacting them weekly for 2 months about an issue with my glasses and they continue to ignore my emails, sending generic responses.

Believe the poor reviews! They are 100% true. I bought a pair of designer prescription glasses by Michael Kors. The nose piece broke from normal wear and poor design. They refuse to do anything at all. The glasses are less than 6 months old. Their customer service is a joke. I definitely do not recommend this company at all both for quality of product and lack of customer service. Walmart has a better product!

I purchased the Ray-Ban Meta glasses, and after about 4 hours of use, they stopped working. I filed a claim with Ray-Ban, but I was informed that there was damage on the right side next to the screw, and as a result, they would no longer be covered under warranty. This experience has been extremely disappointing, and I’m frustrated with the lack of support for a product that failed so quickly. Unfortunately, this has made me reconsider purchasing anything from Ray-Ban in the future. I wanted to share this feedback in the hope that customer concerns are taken more seriously in the future.

Won't purchase anything Luxottica again. Been a lifer for some 17 years, mostly Oakley and Costa. But have purchased dozens of RayBan for gifts. Never again. 3 consecutive times they've refused to honor their warranty. The latest was 100% a manufacture defect. Very expensive custom pair of Batwolf shades, they live in my truck. Simply opened them up and the hinge on one of the dogears just broke. They think a 30% off a new pair will suffice. Absolutely not. I won't buy another luxoticca brand of shades ever again. Can't even speak with a human to get an explanation as to why they don't stand behind their product anymore. Everything I own that's oakley or costa or rayban etc branded is going in the garbage. I mean everything.

Purchased a replacement pair of Prism golf lenses online from Luxottica in fall 2022. Used the glasses when playing golf only. Lenses surface have deteriorated surfaces and distort vision. Submitted a warranty request with dated receipt, pictures of defects. Response indicated that warranty could not be handled online. Suggested to take request to original supplier. I live in North Carolina, Luxottica is located in California. I won’t be wasting my money on Luxottica/Oakley products. Poor quality/customer service.

For such a big conglomerate company which owns probably more than half of the eyewear market, it sure employs the worst people to deal with customers. They don’t take Customer Service seriously and don’t respect customers. When asked questions, they don’t answer them completely (most likely intentionally), and then if you try to confirm that you understood their partial answers by repeating their instructions back to them, they simply reply with “I never stated that,” instead of getting to the point and answering what should be done to get a warranty claim processed. These people are rude, incompetent and just plain annoying.

I sent my aviator sunglasses in for repair after I shattered the lens by dropping the glasses on a tile floor. Because it was out of warranty I agreed to pay for the repairs of $133. I sent my sunglasses back using the UPS tracking code and showed they were received on July 3rd. After a month of no communication, I followed up via email to Luxottica customer service dept. I was told they were sorry but could not locate my sunglasses and provided me with a voucher up to $300 for 1 item. I tried to used the voucher as instructed on the website and it says the promo code was not valid. I emailed again and they said I needed to call Ray Ban customer service directly. When I did that the representative could not use the promo code either. She generated a new promo code but told me the product was out of stock and not available. The website does not state that to be the case.

I've been purchasing RayBan Glasses for a little over a decade now, for my prescription lenses. A couple years ago, I got a new vision prescription and TWO pairs of identical Ray-Ban Frames (in different color variations). The frames had a colored plastic portion on the end as part of their design. Within 6 months, these plastic pieces fell off the frames. I contacted Luxottica, and they "repaired" the frames under warranty. Within another 6 months, their repair had fallen apart yet again. In contacting them, I explained that this was an inherent flaw in their construction, and that the meager glue repairs were not sufficient in the long term. There was zero communication in addressing this issue, but they continued to repair the glasses (each time taking about a month to ship them out and receive them back).

The behavior of this company is simply unacceptable. Just a week ago, they informed me via email that because the product couldn't be returned, they would promptly refund me, suggesting I dispose of the RB Smart Glasses and charging case following local guidelines. Now, after I've already disposed of the item as per their instructions, they're demanding its return. Such inconsistency is utterly disgraceful. I plan to escalate this issue with my bank. Additionally, my order arrived weeks late.

Worst customer service ever! Last week I ordered a pair of wayfarer prescription sunglasses, and a lanyard sunglass holder, and they sent me someone else's prescription, and no lanyard sunglasses holder. I discovered the switch when I saw the wrong frames, and put them on. My eyes hurt me so bad. I knew they were not mine when I discovered a prescription card in the box with a woman's name on it. I called and a customer service rep by the name of Luis answered the phone.

I bought a pair of glasses online and they didn't work out. When I sent them back, I told the service rep that I spoke with that the credit card I used to purchase them was no longer active, so they said they would send me a check. I have since had to reach out to customer service over 6 times!! Every time I talk to them they tell me they will mail me a refund check and then 3 days later I get an email saying that my refund has been resolved and they put the money back on the credit card that I have explained (numerous times) is no longer active. I have have still not received a refund and continue to go in circles with their service department. THE WORST CUSTOMER SERVICE I HAVE EVER EXPERIENCED.

It owns both ContactsDirect and EyeMed, as well as other retailers and service providers. I have NEVER experienced poorer service. Unfortunately, my employer selected EyeMed as our vision care provider. HUGE MISTAKE!!! I’ve been denied claims 2 of the last 3 years. This year, ContactsDirect filed a claim against me vs my dependent, resulting in my not being eligible for benefits until ContactsDirect corrects the error. I’ve been waiting a month for that to happen. EyeMed shared with me that each dependent should use his/her own member ID.

Ray Ban customer service sucks. Try to return a pair of replacement lenses for my Wayfair that were scratched and after 15 emails back-and-forth I gave up I’m tired of companies that don’t stand behind their product. Goodbye, Ray-Ban!

Awful company to deal with! I would give zero stars if I could. I purchased a pair of Prada sunglasses and the finish started coming off the lenses within a day of wearing them. Brought them back to the store the next day and the sales rep told me they are under warranty so put in a warranty claim. They denied my warranty and asked for the receipt several times which I did send. After several emails and several calls the end result was I had to buy the lenses myself and their warranty is a joke. The product was flawed and terrible considering the cost of them and the warranty service is absolutely terrible. Do not purchase from Prada or any company that has Luxottica dealing with their products!

I thought Ray-ban was a reputable company, have glasses from the 90's still in good shape...Got new glasses with issues...Can't get to a person for assistance, and no one will answer my emails...Absolute nonsense...I can't reach anyone at Ray-Ban or this Luxottica...It's false advertising that there is any type of warranty, if you aren't able to reach anyone or get assistance when you need it...This feels like fraud to me...I love my frames, I would actually pay for new lenses if it came to that, but I can't get past any type of animated system to even have that option...Very disappointed

As a Rayban customer for 30+ years, I was quite pleased with the quality. Over the years, they lasted 3 to 6 years. I bought another pair March 2021, and they switched from glass to plastic lenses. After 1 year, they are pitted, scratched, and I was taking good care of them as always. I placed a service request with pictures, and receipt, but they refuse to do anything. I don't plan to spend another $400 for poor quality, and now they have lost a loyal customer. I am now seeking a high end, quality pair, with glass lenses. Not the plastic. I will never waste my money on this brand again.

Must submit service request on-line and wait up to 5 days for a return email. You will be asked to send pics. I purchased my daughter a pair of Mr. Burbank prescription glasses. 9 weeks later she takes off her glasses kind of quick and the hinge breaks. Thinking they have a 2 year warranty I call to get them repaired. Nope, they are out of warranty with no additional words. Turns out the accidental damage period ends after 45 days.

My worst online shopping experience. Payment authorized, but the website did not register any orders. Repetition of the process numerous times, accumulating pre-authorizations in the bank. Assistance email returning error days in a row. When I finally managed to communicate by email, the order appeared on the website as a canceled order and nothing was resolved. They told me to buy over the phone. In the telephone contact I came to know that the glasses on sale were no longer available in the online store. Went to search in the online store and even the reference of the sunglasses returned no results!!! I'd say I felt in a scheme, like a deceptive advertising scheme. Wasted time, emails, phones, pre-authorizations, contacts with banks and Paypal and... No sunglasses. Online reviews are purely the truth, run away!

Ordered a gift online (Ray-ban.com) for a friend on Dec.22nd, the DHL tracking was showing it was shipped from their hub in Atlanta to my address in British Columbia, Canada. A few days later, it stalled on hold in Cincinnati, OH, and ultimately, without sharing any update with me, DHL returned it to the shipper saying that there is a new address for this order. Today is Dec. 31st, and yet no clarification on their end. I called customer service, and they were surprised why a package on the way to Canada should be in Cincinnati after 9 days and going back to their stock!! It's been a very frustrating experience.

Purchased a pair of sunglasses from the company. A week later the left arm of the glasses broke, simply by putting the glasses on. These glasses cost in excess of $100.00 U.S. They would not honor their own warranty, and it is impossible to get any human being on the phone. Crooks.

WORST CUSTOMER SERVICE EVER! I have emailed and called regarding an order 5 times. Lenses sent were plastic instead of glass as the original placement, cost 80 USD. Polarization Treatment Started peeling, chipping and cracking and they refuse to cover the lenses under warranty. I cared for the lenses in all way. DO NOT Buy Ray Ban anymore. You can get better Mileage from a cheap pair of sunglasses as their product became garbage, Immondizia as us Italian say!!!! More embarrassing is an American company not standing behind their products, then they wonder Made in China Uhhhh.

Ordered prescription sunglasses. Site stipulates prescription should be submitted after purchase. Contacted customer service the following day to give the prescription and was notified that the system shows the order to be non-prescription lenses. The order when placing it and the order details in their site clearly show prescription lenses were ordered (attached screen shots). It hasn't been 24 hrs and they still didn't process the order but they refuse to cancel or amend it. The best they had offered is to ship the faulty glasses and "allow me" to return it when I receive it and (hopefully) be refunded. This is bad business and worst customer service ever.

Although it felt a little unnerving to send in my Ray bans to be repaired and not receive a lot of updates throughout the process, the experience totally paid off. I was sent back what I believe to be a completely new pair of glasses, for no cost, since my repairs were covered under warranty. I suppose the brand thought a new pair given my request was justified or easier, which was very kind of them. The total process took about two weeks, which was faster than the site said (said it could take up to four weeks.). Overall I recommend the repair service and I am an even more loyal ray ban fan after this. Thank you!!

I ordered frames online to be delivered to LensCrafters. The website says returns can be made at LensCrafters. NOT TRUE. The store will not accept return and say they have never been capable of accepting returns from online purchases.

I’ve owned several pair of Ray Bans over the years and have had a good experience until now. If they are still offering their matte finish do NOT buy them. It’s some sort of rubberized coating that starts to deteriorate after a few months and become gooey and sticky. You can’t speak to any one in customer service but instead are forced to online chat with someone who can’t replace or help you. I asked what I could do to remove this stuff and salvage the glasses but received no answer.

I take good care of my eyes. When it comes to a pair of sunglasses, I'll make sure that I have the best. That's why I trust Ray ban. I've been using this brand since 1981 and I love it. I would highly recommend this brand to anyone because I know Ray ban won't let me down. The price is just right, design and quality is fantastic.

I feel compelled to leave a review for Ray-Ban before I throw these sunglasses IN THE TRASH. Several years ago, I purchased the RB4085 polarized sunglasses from a sunglasses specialty retailer in an upscale part of the city. I normally wouldn’t buy such expensive sunglasses, but I needed a pair, and wanted to see if these would hold up better than cheap ones. Well, they don’t.

Costa customer service is the worst excuse for a group of inept employees I’ve ever dealt with. After 6-weeks and three wrong prescription attempts, Costa FINALLY admitted they cannot make my prescription. This is after spending at least 30-hours of phone calls and e-mail attempts. I even went to LensCrafters to confirm my prescription and make notes on pupil distance and segment height, none of which were read by the Costa lab techs. So now after three failed orders, thousands of dollars spent, I am still getting the runaround. If you wear prescription glasses and are in need of prescription sunglasses, do yourself a favor and go anywhere except Costa/Luxottica. Their website doesn’t work correctly, they send you an empty transcript link that is supposed to detail your order history, their phone sales reps have zero ability to get your orders correctly placed, and their management has an “I don’t give a damn” attitude.

I purchased my sun glasses model number RB 3386 001/13 63 13 3M a while ago. They have a round shape, so the legs inside touch the lenses and the polarization is peeling off. I submitted a claim to which I was answered that they did not considered it an issue due to defective material or workmanship...but we can fix them for an amount... of more than $130, (I don't have an access to the exact amount now because the so call “offer” to repair expired...)

I decided to sent my Ray Bans for a simple repair, they were missing the two small silver ovals from each side. I paid $70.00. Luxottica sent me a UPS label that was delivered on 9/18/2020. I have send several emails for an update. I have not received any response. At this point I don’t think I getting my sunglasses back or my money. Wish I had reviewed this company before sending my sunglasses to who knows where and losing an extra $70.00.