Extremely expensive and incompetent service, marked by misleading statements and poor customer support. I was a returning customer who visited this location for an eye exam and prescription lenses for my Meta AI glasses. Because this store appeared on Ray-Ban’s list of certified Meta retailers, I specifically asked about their experience handling Meta AI frames. I was assured that the staff had the proper training and knew how to work with these electronic frames carefully. Unfortunately, while installing the lenses, they stained the frame. The stain itself was minor, but the real concern was how it happened: they used an inappropriate solvent and marker on an electronic device. That demonstrated a lack of care and expertise with a product they claimed to be trained to handle. Because I had not purchased the frames directly through Wink, I was left to pursue the warranty claim with the manufacturer on my own. Wink’s only assistance was to provide guidance I could have obtained myself. When I requested a refund so I could continue working directly with Ray-Ban, I was told about an internal no-refund policy that effectively left me with no way to recover the $449 I had paid. During conversations with Wink about the warranty process, I was told that my prescription lenses would be corrected and that a manufacturer signature would be added to them so the glasses would retain their original appearance and value. I was led to believe this was their way of making things right after the problems they had created. Later, I learned this was not a special accommodation at all—it was simply a standard feature I likely would have received had I ordered the prescription lenses directly through Ray-Ban, potentially at a much lower cost. When I returned with the replacement frame for lens installation, I was surprised to find that the signature was not included. When I asked the manager about it, she claimed she had never actually confirmed that it would be done and said she would need to check whether it was even possible. I am not someone who cares about logos, labels, or cosmetic status symbols. However, these are expensive electronic devices with multiple functions and potential resale value. The last thing a customer wants is to have them handled carelessly, receive conflicting information throughout the process, and then be charged a premium price for the experience.
