Ray-Ban

I had a great experience at the Ray-Ban store thanks to Sandra. She was incredibly kind, patient, and professional throughout the whole process. She took the time to answer all my questions, gave honest advice, and made sure I found the perfect pair of glasses without ever making me feel pressured. Her excellent customer service really made the difference. Thank you, Sandra, for making the experience so enjoyable. I highly recommend asking for her if you visit the store.

Absolutely shocking experience with Ray-Ban Malaga.

We bought four pairs of glasses. One pair (the last in store) was clearly loose. The sales advisor explicitly told us we could return or exchange it in London if there was an issue. That was the only reason we agreed to buy it.

That turned out to be completely false.

We then wasted time going to a London store, only to be told Malaga and London are “separate” and they wouldn’t help. So we had to stand there calling customer service, explaining everything again from scratch. We were promised a response within 24–48 hours.

It’s now been over 4 days. Nothing.

Just generic apology emails saying Malaga hasn’t responded. No accountability. No solution.

On top of that, the London store told us we were given the wrong box entirely. So not only were we misled to make the sale, the order itself was handled carelessly.

This feels like a deliberate tactic — say whatever is needed to tourists to close the sale, then disappear once you leave the country.

We contacted them well within the return window and still got nowhere. Now we’re stuck with a £200 pair we don’t want, after being sent in circles between stores and customer service.

Honestly, avoid this store. It’s a tourist trap. Once they’ve taken your money, there is zero proper support and no one takes responsibility.

Head office needs to seriously investigate what is going on here.

Although my sunglasses are covered by the Ray-Ban International Warranty, which entitles me to a replacement according to the warranty terms, the store manager refused to replace the product. No valid explanation was provided for denying a warranty claim that should have been honored under the international warranty policy.

I specifically purchased a Ray-Ban product with the confidence that the international warranty would be recognized and respected in any authorized Ray-Ban store. The refusal to honor this warranty is unacceptable and falls far below the level of customer service I expected from a global brand such as Ray-Ban.

So, i think that the international warranty offerd by Ray Ban is just a scam .

I had a very disappointing experience with this store. I placed two orders for Ray-Ban prescription sunglasses and glasses and followed up for over a month without resolution. Eventually, I was provided with a tracking number, only to discover that the package was delivered to a completely different address and recipient.

Despite escalating the issue and clearly explaining the incorrect delivery, I have not received any meaningful response or resolution so far.

Delays can happen, but the lack of accountability and communication after a clear delivery error is unacceptable. I expected much better customer service from a brand and store of this reputation.

Augustine is a phenomenal eyewear consultant and seasoned client-centric saleswoman - we passed by to check the latest sunglasses trends we ended up buying three pairs. They make a dream team with Antonio, who is also super professional and fluent in French!