Defected product-Ray Bans

Good afternoon To whom it may concern: Attention: Sunglass Hut On the 31/03/2016, I bought a pair of Ray Ban’s at Sunglass Hut in Tygervalley (Attached find Receipt of payment), product number RB ********** /78 Serial number ********** 69500. Unfortunately your product has failed me with regards to quality and brand name. on Sunday the 1st of October 2017 only a year and six months later , one of the glasses of my Ray Bands just popped out of the frame and fell to the ground and cracked. I was shocked to see that this could just happen, as the brand build its value on quality products. Ray Bands has always been my first choice of sun glasses and I have been a faithful customer of Sunglass hut for years, and have multiple pairs of Ray Band at my disposal just because of the brand and the perfect fit the brand provides with the confident look. I must admit that this time around the customer service of Sunglass Hut Tygervalley are much desired for as they really failed me as a customer. I visited the store( Tygervalley Centre) on Monday, 2nd of October 2017, to inform them that the sunglasses I bought was defected and I want to hand it in for repairs or replacement under my warranty policy. I’ve explained in depth to the consultant why this product should be covered under the warranty policy but he kept on saying that all sunglasses are only guaranteed for 12 months, which is nonsense because the website of the brand clearly reflects that the products are guaranteed for 24 months. I explained to the Consultant that my glasses are not even 1 year and six months old and the one glass of the Ray Ban, just popped out of the frame. I even showed him the frame and that it’s not broken and I wanted to know how is it possible that the glass could just pop out. I’m a very diligent person and take good care of all my Ray Bands. These glass do not come cheap and at least as a customer I expect quality and value for money. I am very disappointed with the lack of interest I am receiving to this issue and after sales support in a product is extremely important for a customer and not something we as consumers which to be forced to dispute. The consultant was very unhelpful and very unfriendly and with this type of service, I’m definitely reconsidering my commitment to Sunglass hut as a client. Your mission is that you want to be the “premier shopping and inspiration destination for the top brands” but with this type of customer service your vision will only remain a dream and never become a reality. You promise, “exclusive styles and high quality products”, but I fail to see it in the quality of the Ray Bans I bought at your store. This incident has left me with a strong, negative brand image of Sunglass Hut, one which is only highlighted by the fact that I don't feel my request is one so out of the ordinary. I am not prepared to leave this case and regard my e-mail as a first formal complaint. I will not hesitate to escalate this complaint to the highest body within the retail sector and to the consumer protection authority within the Republic of South Africa. I’ve attached the policy below from Ray Ban and expect Sunglass Hut to follow it and either replace or repair my glasses as its still within the guarantee period of 24 months, and that it’s a manufacturing problem that caused the glass to pop out of the frame. If no response are received within 5 working days from the date of this letter, I will post all pictures attached too e-mail on social media sites , to warn the public what to expect as service delivery from Sunglass Hut when you purchase these expensive glasses from their stores. I will also not hesitate to write to Mr Mike Elliott to inform him of the level of service delivery, customers receive at Sunglass Hut Stores and how customers are handled when Complains are lodge. I will also write to Ray Ban international with regards to the defected product and the manner in which their supplier handled my case. If you need any additional information don’t hesitate to contact me Awaiting your response as soon as possible. Should you remain negative, I too will remain negative and not be purchasing Ray Ban products again, or shop at any Sunglass Hut in South Africa. See below warranty policy: Luxottica products (sunglasses and optical frames) are the result of a unique combination of design and quality excellence. For this reason, besides the customer care programs and the legal warranty - provided by the retailers depending on the different countries laws and regulations - your product is protected by a manufacturer warranty offered by Luxottica (Limited Warranty) against manufacturing defects. For consumers who are covered by consumer protection laws or regulations in the country of purchase or, if different, their country of residence, the benefits conferred by the Luxottica Limited Warranty are in addition to all rights and remedies conveyed by such consumer protection laws and regulations. The Luxottica Limited Warranty does not exclude or otherwise limit any rights or remedies of the consumer conveyed by such consumer protection laws and regulations. TERMS Luxottica warrants that the purchased product is free from manufacturing defects (in material or workmanship) for a period of 24 months from the date of purchase. This warranty does not cover: scratches on sun lenses; damages caused by accident, abuse, neglect, shock, improper use or storage of the product; unauthorized modifications or repairs; normal wear and tear as well as any issue connected to the prescription lenses. HOW TO MAKE A CLAIM If you made your purchase in store please contact, anytime within 24 months from the date of purchase, the retailer where you bought your product. A proof of purchase will be requested as part of the warranty assessment. Depending on the issue, the frame or corresponding defective part will be replaced or repaired directly by the retailer.