I love Ray-Ban. I really do. Almost every pair of sunglasses I own is Ray-Ban, which is why this experience was so disappointing. I ordered frames on April 14, with an expected delivery date of April 22. That seemed reasonable. One week, maybe two at most. No problem. Fast forward almost two months later, and apparently my glasses had entered the witness protection program. I called about three weeks ago to check on the order and was told everything was fine, they were still on the way, and I should have them shortly. So I waited. No call. No update. No glasses. Today I finally went into the store in person to find out what was going on. The employee looked up the order and discovered that the frames had supposedly shipped and were lost in the mail almost two months ago. So basically, when I called three weeks ago, someone either did not actually check, did not know what they were doing, or just gave me the "everything is fine" customer-service lullaby while my order was already missing in action. Naturally, I was frustrated. I said, in front of other customers, that I ordered something almost two months ago that was supposed to take about a week or two, I had already called to follow up, and nobody bothered to contact me or solve the problem. A few customers laughed, because honestly, the situation was ridiculous. Nobody expects to wait two months for frames that were supposed to arrive in less than two weeks. Instead of owning the mistake or offering a solution, the employee seemed more upset that I said it out loud in front of other customers than he was about the fact that Ray-Ban had taken my order, lost track of it, failed to follow up, and left me to discover the problem myself. When I asked what they were going to do about it, he had no answer and told me I needed to speak with the manager because he did not want to deal with me. I asked when the manager would be in, and he said "noon." Since it was around 6 PM, I pointed out that noon had already sailed off into yesterday's sunset. He clarified that he meant noon tomorrow. The whole thing felt like a comedy sketch, except I was the customer who paid money and still had no glasses. I understand that shipping issues happen. Packages get lost. Mistakes happen. But the real problem here is the complete lack of follow-up, the bad information I was given when I called, and the attitude I received when I finally came in to ask where my order was. Ray-Ban is a great brand, but this store's customer service was absolutely unacceptable. When a customer spends money with you and waits almost two months for something that was supposed to take a week or two, the correct response is not attitude. The correct response is accountability, an apology, and a solution. Please be cautious ordering from this location. I still love Ray-Ban products, but this experience was handled terribly from start to finish. read more

Ray-Ban - The rude employee that did not want to deal with a problem - Eyewear & Opticians Near Me - Los Angeles, California

See all

One of the nose pieces on my glasses broke and the employee replaced both of them for me and fixed it for free! Truly what I love about Ray-Bans so much. Exceptional service and love looking at their new stock. read more

Came here to replace a transition lenses for my meta rayban. They didn't have my color in stock so they had to order it but they gave me a free transition lens of different colors to use in the meantime until mine comes in. Customer service is excellent here! Definitely coming back here whenever I need something. They got me covered! read more

They don validate the grove parking lot Thats uncomfortable when you buy a sunglasses there

Went in on Sunday night 03/01/2026 , and had a horrible experience. Ordered my glasses for pick the next day 03/02/2026 and was hoping to run into the same gentleman that didn't help me the night prior. I came to find out that the person the night before was Tre the "store manager" I hope he doesn't treat the employees the way he treats customers. I really hope that you read this Tre. Horrible service, I really just hope you are good to your employees (: read more

Amazing customer service from Chris. Although the store was full of people, he immediately offered me assistance with my smart glasses. He let me know the pair I wanted would likely take longer to arrive because they were on backorder. I asked his recommendation on styles and he even asked another associate for a second opinion. Associates really went above and beyond and I'm excited to pick up my new glasses soon. read more

back in 2023 got my very first pair of prescription glass from here and loved it. this location is so beautiful. read more

Ray-Ban - Eyewear & Opticians Near Me - Los Angeles, California

I went into the store at The Grove yesterday and was assisted by Kennedie. She went out of her way to answer my questions about the new Display glasses. I had a short window of time and she sent me to the Meta Lab on Melrose to get what I wanted since The Grove was sold out. She could have just left me alone, but she chose to be very helpful. When my trip was successful and I returned, she was helpful again. read more

I've got Ray-ban Aviators as a gift and the glasses were too small. On May 1st at 1:30pm, I took it to the store that it was bought to exchange (at The Grove in Los Angeles) . I asked the employee Chris to exchange the glasses and instead of doing the exchange, made a return without telling me. I told him that's NOT what I asked him to do and he told me "well, is done! What you wanna do now?". I asked to speak to his manager (tall black gentleman) and he said he talked to his boss and they won't be able to do anything. As I'm looking at him completely in disbelief, he tells me "I don't know what is the staring contest about". The situation was handled very unprofessionally and I feel very disrespected. The 2 employees were out of hand. Specially the 1st guy (Chris) who simply made a mistake and got mad that I wanted my glasses back. Bottom line is, I went there with a gift and left the store empty handed with only the receipt because of his mistake. Is pretty awful that the client needs to pay for a mistake made by an employee and that management literally doesnt care about it. AWFUL PLACE! read more

The Rayban Meta I got from here was easily cracked. And there was no way to get help here. The girl who was working there was distracted by her device and wasn't trained on helping us. It's very disappointing... read more

Kennedy and Chris were super nice! They fixed my glasses in just a few minutes and had me in my way. Great holiday spirit too!

Service here sucks I bought meta ray ban glasses the manager try to help me out but he sucks his customer services never ever come here again read more

Shout out to Eric! I lost my favorite Ray-ban sunglasses and he took the time to help me figure out exactly what to order to replace. Friendly and helpful, thank you! read more

Kennedy was super efficient and helpful with a price adjustment. She understood my situation and promptly handled it over the phone, in less than 5 minutes. If only all service could be like this! read more

My husband and I visited Ray-Ban today, and the service was the worst I can remember. We were waiting for our turn to get information about the glasses and make a purchase. When our turn finally came, the girl assisting us was constantly talking about her personal life with a colleague while trying to help us, and every 1-2 minutes she would walk away to assist customers who arrived after us (even though she didn't do that with the people before us). In the middle of our consultation, she walked into the storage room and never came back. We then approached a guy near the register, who didn't even look at us. He answered our questions while staring ahead, clearly uninterested in helping us. Neither of the two staff members actually consulted us -- we ended up choosing our glasses on our own. I don't know what the reason was. Maybe it's because we're Asian? Or because we look young, like 18 or 19, and they thought we weren't worth their time? Even after all of that, when we bought the glasses, they didn't explain how to use them or how to turn them on. When we asked, the guy just told us to download the app and get all the information there. He kept chatting with his colleague as if we weren't even there. My husband and I are not confrontational people, which is probably why I didn't say anything at the time. But I am truly disappointed. I will never go to that store again. read more

Kennedy helped me out yesterday. She was amazing. Not only do I love that wear Ray Bans, I'm happy to know that the people who work and represent the brand are just as amazing. Thank you Kennedy!!!! read more

Ridiculous internet ordering and support. It says that the return could be done in the office but the office does not return customized lenses. read more

I went today April 19th,2024 to the store around 10:30 AM. I got a gift of a pair of sunglasses. Unfortuntely they gave it to me without a gift receipt, however they explained it was bought in this store. The Sun Glasses are new and in their original package. The person that was there, long hair, had me almost an hour waiting, She was pretty incompetent and had no clue on what to do. I told her I was happy to pay any additional fees and any difference to get a pair of sun glasses that could actually fit me. I also would have been ok to give them a photo ID, or anything requested that I have to make the exchange. I think people like her should not give customer service and work in stores like this, there was no supervisor or manager that could make decisions. I don't recommend buying at this store at all. They will do everything to not help. read more

Ray-Ban - Eyewear & Opticians Near Me - Los Angeles, California

Worst customer service. Went in to buy smart glasses. The sales girl won't even move from her place to show the glasses..."can you do a demo?" Oh just click on the demo..."it says not connected" oh I guess demo is not working!! Well, thank you for being so helpful. read more

Kennedy and Eric are dope. Wish the store could make exchanges on glasses bought online but they did everything in their power to help me even tho I was having a terrible day still great service. Awesome glasses five stars read more

Great store with a great experience. I like going into this store and check out shades. I was helped with suggestions, answers and friendly try-one. I chose a great pair of glasses, exactly what I was looking for. Good quality and nice designs. read more

Weird whole-in-the-wall place. Called to ask if they do repairs, which they said they do. Brought my glasses in. Then they reveal that they don't have a standard black polarized replacement lens. Then wastes my time waiting for three machines (one at a time) to come online, which they don't.. first says it's not a slow day, then backtracks and says those systems were down for a few days. Then washes my broken pair of glasses for no reason. Says they have no support line to call to order parts. Rep agrees their process is backwards. Web site doesn't list the part for the standard size I ordered. WASTE OF TIME! read more

Super friendly, knowledgeable and happy to oblige! Tre was super helpful and delightful fixed my husband's fave glasses in 4 minutes!

From the moment we walked in we were not greeted, and instead we were followed around. We made eye contact with the workers and they didn't even acknowledge us or ask if we needed help. There were 3 workers helping out 1 individual, and they were accommodating him. We asked for help but they dismissed and told us to check online. This was very frustrating because it was mother's day and sunglasses are a necessity for her due to medical reasons. As a Latinx woman, it was very sad that we were treated that way. The pictures below have the workers. The woman with the flannel, and the guy with the white dressing shirt and black sweater. read more

See all

Came in with a few questions about a pair I just got as a gift a few days ago. Had great customer service from Michael. Answered all my questions and gave my great advice on other glasses. I'm definitely coming back for future purchases and recommending them to my friends in the area looking for sun glasses as well. read more

Ray-Ban - My glasses and another nice looking pair - Eyewear & Opticians Near Me - Los Angeles, California

This review goes to Tre, the manager of this store. The first time I called this store, I spoke to Kennedy. Kennedy was very helpful and customer service oriented. I explained to Kennedy that I wanted to put prescription lenses in a pair of Ray Ban frames that I already have. Kennedy suggested that I may be better off getting new glasses. She explained that if I buy the frames from Ray Ban, they have a 40% discount on prescription lenses. I heeded Kennedy's suggestion and did my homework. I looked at their website and found a pair of frames that I really like. Then I crunched some numbers to see if I would actually get a better deal buying a new pair of glasses, instead of just putting prescription lenses in frames that I already have. I learned that I would have saved money that way. Yesterday, I called the Ray Ban store at the Grove with a few follow up questions on the glasses that I liked. I spoke to Tre twice. The first time I spoke to him, he continually interrupted me and would not let me finish my questions or my sentences. He said he already knew the answers to my questions. I let that go. I called back a second time to see if he would be able to order the glasses I liked. He answered the phone. Before I could finish with my very brief question, Tre interrupted and told me that he had to get back to another customer. I responded that I had already asked a question and that we had begun a conversation. My question invited a yes or no answer. Therefore, we would be on the phone less than a minute. And, that he could answer my question before ending the call. He responded that he had been in the process of dialing the other customer. That was really rude. I am also a busy person and did not want to call back again to ask a brief question. More importantly, even if he is busy, he should learn to juggle. It is not appropriate to slight one customer for another. I am sure that other person would have and could have waited a moment. It was rude of him to expect me to call back just for a brief question that only required a yes or no answer. Also, if he felt anxious about having to call back that other customer, he should not have taken my call in the first instance. Today, although I was uncomfortable because of my experience with Tre, I decided to call back at the Grove location and see if Kennedy was there. I really liked the glasses I found online and wanted to buy them. When I called back, Tre answered the phone. I asked if Kennedy was in today. He said she was. He asked who I was. I told him I am a customer. Her said he needed my name. So I gave him my name. He left me on hold for several minutes. When Tre came back to the phone he told me that Kennedy was with a customer and that I should call back later. I responded that I prefer to leave my phone number with him and have her call me back. Tre responded "We are busy." I told Tre that he was rude and hung up on him. I had it! His comment was beyond audacious. He told a customer that the store employees are too busy to call her back! Please understand, up until that point, I was willing to wait and let her call me back when she had time. I understand that things can get busy. More importantly, I had done my homework. I knew what I wanted. This would have been an easy sale for the store. In fact, I called back today to purchase the glasses I liked. However, at this point, I would not consider purchasing anything from this store. Tre should not be working in sales. Let alone be managing a brand name store like "Ray Ban." I totally concur with the review written by Michael J on 7/16/21. As Michael, I may also call the corporate office. Notwithstanding feedback from Michael J over a year ago, Tre has not changed. He is still rude and arrogant and acts like he is doing the customers a favor. Tre also acts like it is a bother to help customers. A manager of a brand name store should strive to make our shopping experiences enjoyable. read more

Fantastic customer Service , great selection, clean store in the super amazing location. Makes you feel good about Shopping. You could even call them and they'll have your item ready for you. Come visit the whole staff, especially Kennedy and Jenny. read more

Eric was extremely patient over the phone to make sure the specific pair I wanted was available. Tre and Kennedy were likewise friendly & patient. Makes the drive worth it! read more

Tonight I stopped by the Ray-Ban store because I'm in the market for the classic style, and as I was looking I mentioned out loud that my current Ray-Bans somehow seem to have gotten loose. One of the employees, Tre, asked to have a look at them, and offered to adjust them. I didn't even make a purchase tonight but Tre carefully took them in the back, tightened the screw and adjusted them for me, and now they fit perfectly! He even polished and cleaned them. I am so impressed with Ray-Ban and their amazing customer service. I had traveled abroad with this pair and thought I ruined them but now they are like new again. No more cheap sunglasses for me again ever. And a shout out to Tre. Thanks so much. read more

Kennedie was amazing and cheerful I end up buying 2 glasses instead of one bc she had the best customer service

Probably one of the worst customer service experiences went in for some glasses and the guy was very dismissive and had a very condescending attitude. I felt like walking out a couple times but I really needed sunglasses! Kinda disappointing for the location being the grove. read more

I called this store to order replacement lenses for my ray bans. They said I'd have to come into the store so they could be sure to order the correct lenses. I drove into the store to place the order then they tell me "Oh, our ordering system has been down for a week." I explain they told me to come in to order the lenses. "Sorry there's nothing we can do for you" was their response. They wasted an hour+ of my day which is worth WAY MORE than a brand new pair of ray bans.... lame. Won't be back. read more

I had a good experience here this passed weekend. I purchased some glasses with prescription lenses. Even tho my kid was acting up in the store‍, the girl who assisted me didn't make me feel unwelcome. read more

I came in with my shades that were extremely loose. They looked damn near smushed. I've had them for almost 2yrs & they are my favorite pair of shades however I was ready for bad news concerning fixing them. Marcus told me that they wouldn't be able to handle the heat gun & that they were in pretty bad shape. It took him about 10mins & with pliers he made them look brand new. I can't express how happy I am & impressed with his pliers skills. Thank you so much read more

Ray-Ban - Eyewear & Opticians Near Me - Los Angeles, California

See all

Talk about awful customer service. The manager Tre talks down to customers and makes them wrong. They sell a bad pair off $250 sunglasses to me and a week later when they break he refuses to do anything about it. Will be calling corporate as well. Def not the service you would expect from a company like ray ban. read more

Just wanted to stop by and thank Heather and staff for the great customer service. I was patient and Heather communicated throughout the process of repairing my sunglasses. Thank you for what you have done for me, I am very pleased read more

Ray-Ban - Ray-Ban Sunglasses - Eyewear & Opticians Near Me - Los Angeles, California

Ask for Sarah, outstanding customer service! I found some glasses I really liked but weren't fitting properly. She helped adjust them and fixed them perfectly so that they are comfortable on my face. Store is clean. Employees will give you your space and not product push. I will be back for future purchases! Cheers! read more

A couple months ago I walked in to get my Ray Bans aviators nose pads replaced. A cool looking tattooed man named Vlad helped me out for free. I meant to write him this review earlier, sorry bro! But here it is. A cool shop with cool employees who are kind and willing to help you out if you rock the Ray Bans. Even if you don't it's worth taking a gander at all the cool shades--I love my classic aviators. Signature look for sure. Thanks again Vlad! read more

I ordered a set of replacement lenses through this location. Instead of getting a new pair, i opted to save some money and just get the lenses replaced. It has taken over 3 weeks for the "lenses" to arrive. They gave me the wrong product (arm replacements) and when I made the store aware of the mistake, I was put on hold for 10+ minutes. Tried calling back again, rang several times and then the line went busy. I have been calling back at regular intervals since then. Every time it has been busy. Now, I can only conclude that my calls are being ducked. Update: problem resolved in person. I am satisfied with the resolution but still upset that they couldnt answer a phone for several hours. Felt very shady read more

Excellent customer service! My sunglasses were broke and they fixed it with no extra charge in only 20 minutes. She was very nice so Big thanks to Heather Summerville. Nicolás read more