Reply from Replacementlenses.netSep 21, 2026
Hello Stephen,
We are sorry that this situation has been disappointing, but we would like to clarify some important facts for anyone reading this review.
The title “Shipped broken lens” does not reflect the chronology you provided to our customer service team.
In your correspondence, you explained that you received the package around the end of August/beginning of September, did not open it immediately, installed the lenses yourself on September 10, and only noticed the crack on September 12 when you wore the sunglasses. You also told us that you normally do not keep packaging from items that appear to be fine.
Therefore, there was no report of a broken lens upon delivery, and we have no evidence that the lens was shipped in a cracked condition.
The lenses supplied were genuine Ray-Ban mineral glass lenses. After reviewing the photographs, our technical assessment was that the type of fracture shown was consistent with external mechanical stress, pressure or impact rather than a manufacturing defect. This does not mean that we accused you of intentionally damaging the lens.
Mineral glass offers excellent optical quality, but it is also more fragile than plastic lens materials and can fracture from relatively small mechanical stresses, including during installation or subsequent use.
Because the damage was reported after installation and was not consistent with a manufacturing defect, we could not approve a warranty replacement or refund. Nevertheless, given the short time since purchase, we offered you a substantial discount on a replacement pair as a goodwill solution, which you chose not to accept.
We completely understand your frustration at having a new lens break so soon. However, we also believe it is important that the circumstances described publicly accurately reflect the information provided during the claim.
Our team remains available if you would like us to review any other possible solution.