Mijn Klacht:

I am writing to formally challenge the rejection of my refund request for €428 concerning my purchase of the Ray-Ban Meta Wayfarer (Gen 2).

The handling of this order has been unacceptable from the outset. Although I received a notification stating that the package had been delivered, I never received the access code required to collect/open the package and, consequently, never received the product.

After I reported the issue, Ray-Ban arranged for a replacement order to be sent to another store. I personally made three separate visits to that store, only to be informed each time that the package had not been delivered there either.

Ray-Ban subsequently opened an investigation with UPS. However, despite the investigation, I have received no meaningful update, evidence of delivery, proof of collection, or explanation of the outcome. Most importantly, I have never received the goods I paid for.

I have now been informed that my request for a refund of €428 has been rejected based on “company policy.” I cannot accept this response. An internal company policy cannot relieve a seller of its legal obligations where the consumer has paid for goods that were never received. The fact that Ray-Ban used UPS or another carrier to fulfil the delivery is an internal matter between Ray-Ban and its carrier and does not transfer the risk of non-delivery to me.

I therefore request that Ray-Ban immediately refund the full €428 paid for the order. If Ray-Ban maintains that the goods were delivered, I require you to provide clear and verifiable proof of delivery and receipt/collection by me, rather than merely referring to a carrier status or internal investigation.

Gewenste Oplossing:

Ik verzoek om een terugbetaling van €428, aangezien ik het product nooit heb ontvangen.