Ray Ban

The Ray-Ban store at Fashion Valley is quite small. I tried on some sample pairs there, but I actually ended up buying the same ones online when there was a sale. Even though I bought them online, I was able to return them at this store if the fit wasn't right. Store sales persons are usually nice at this location. It’s next to the Macy’s.

So my Ray Ban meta’s suddenly stopped working after about 6 months. I went online for customer support and was told to bring to nearest. About four weeks ago I came here and while the woman that tried to help explained that, unfortunately, warranty claims must be filed online. After spending over an hour due to be transferred a couple of times the best option they could offer was a 30% discount on new meta glasses or 50% off regular Ray-Bans. All because I could not produce a receipt as they were a gift from my brother. Bummer Ray/Ban customer service. Today, I went back to the store and there were three associates that were all very helpful. After trying unsuccessfully to troubleshoot and see if they would take a charge they were deemed damaged. One associate in particular Daisy, walked me through the warranty claim submission process for customers that received the glasses as a gift. I walked out very pleased as they were all so very helpful. Especially Daisy!! Thank you all again!

Terrible experience at the Ray-Ban store at Fashion Valley Mall. I purchased sunglasses through Sunglasses Hut and was told to handle the return in person at this Ray-Ban location. When I got there, I was told their system was down and that the return had to be processed online, with only a physical drop-off at the store. The sales associate printed and attached the return label to the glasses, but refused to give me any receipt or proof of drop-off, claiming it was “normal procedure.” I’ve now been to the store three times and no one can give me a clear status — the system only shows that a label was generated, nothing more. When I call Customer Service, they tell me to go back to the store; at the store, they tell me to call Customer Service again. End result: my glasses went missing somewhere in this careless, insecure return process, with no documentation to prove I ever dropped them off. I would not recommend this return process to anyone — I am demanding an immediate resolution.

The reason I am giving this store five stars is because of the outstanding customer service I received. James truly went above and beyond! I purchased two pair of glasses and couldn’t have had a better experience. Daisy was very helpful when deciding on if I would get glasses that day or not. But James, called another store to guarantee I would get what I was looking for and what I deserved. I had issues with my form of payment, and he fixed everything! I could tell it wasn’t easy and that it was going above his pay grade, but he was resilient in solving my problem. Periodically, I stop in just to say hi and get my glasses cleaned. Daisy is always more than happy to help me and another associate Feliz, always has a smile on her face. However, Daniel doesn’t engage with me as a customer and lacks in being personable to customers. Daniel makes me feel unwelcomed in comparison to everyone else who is more than inviting. James is definitely the guy you want and he is also the store manager and it’s obvious he takes care of his people:)!

I’m on vacation and I needed quick help with my ray-ban metas slipping off my head. The two girls working were so kind and helpful. They tightened the screws on the glasses and when that didn’t work they then put nose pads on the glasses. Then that didn’t work either, and they let me keep the extra nose pad from the package. Plus didn’t charge anything for them. I ended up figuring out that by cutting the nose pad pieces smaller you can stick them to the inside of the arm, by the front frame, and it helps the glasses become tighter and completely fixed my problem ! I was so thankful for them helping me get a solution. Now I’m able to take pictures and videos on my trip !