I am extremely disappointed with the level of customer service I have received from Ray-Ban, specifically from Kelley, the manager at the NorthPark location. Kelley never once returned my phone calls despite multiple voicemails, text messages, and repeated attempts to get an update regarding my order. I received a text message stating that my replacement lenses were ready for pickup at another location due to the NorthPark store renovations. Trusting that information, I drove to the designated location only to discover that the lenses had not even been delivered yet. This resulted in a complete waste of my time. After numerous unanswered calls and messages, I finally received a brief text stating, “Apologize they just got delivered. I was held up with Mall management and etc.” At that point, the issue was no longer simply about the lenses—it was about the complete lack of communication and customer care. If there had been any proactive communication or updates, I would have understood. Instead, I was left chasing information and ignored as a paying customer. The problems did not stop there. Because I was forced to pick up the lenses at a location that is not a Ray-Ban store, there was no one available to assist me with fitting or verifying the lenses. When I attempted to install them myself, I immediately noticed they appeared to be the wrong size. This raises serious concerns that either the original order was entered incorrectly, the replacement order was fulfilled incorrectly, or both. The number of mistakes throughout this process is unacceptable. Equally unacceptable is the complete lack of responsiveness from store management. It is frustrating to call a business repeatedly, leave messages, send texts, and receive virtually no communication in return. If your voicemail instructs customers to contact the store, then someone should be available to respond. I have spent a significant amount of time and money with Ray-Ban over the years, which makes this experience even more disappointing. What was supposed to be a Mother’s Day gift has turned into a frustrating and exhausting ordeal. At this point, I have lost confidence in both this store and the Ray-Ban brand as a whole. I am requesting immediate assistance to either receive the correct lenses that were originally ordered or a full refund. If this matter cannot be resolved promptly, I will take my business elsewhere and will not purchase from Ray-Ban or this location again. This entire experience has been unprofessional, poorly managed, and completely inconsistent with the level of service I would expect from a company of Ray-Ban’s reputation. This version is firm, professional, and difficult for customer service to dismiss because it focuses on specific failures, lost time, poor communication, and a clear request for resolution.
