Absolutely horrendous customer service…
Absolutely horrendous customer service – avoid if you value your sanity! I placed an order for RayNeo glasses and an adapter on 31 August, and what should have been a straightforward purchase has turned into an absolute nightmare. The first parcel took a long time to arrive and, when it finally did, the adapter was missing. As RayNeo can only be contacted by email, I had to endure lengthy delays and endless back-and-forth correspondence just to get the missing item sent out. Eventually, the adapter was shipped, only for it to be returned to the sender for some unknown reason. After constantly chasing RayNeo by email, I received a delivery notification today. To my absolute disbelief, the parcel had apparently been delivered somewhere else in England! I managed to screenshot the proof-of-delivery photos, including the location, before logging back in to show my husband. The glasses were supposed to be a surprise gift for him, and now that surprise has been completely ruined. To make matters worse, the proof-of-delivery pictures have since been removed. Thankfully, I had the sense to screenshot them first. I am now over an hour into waiting on hold with Royal Mail, trying to sort out a problem that should never have happened in the first place. Throughout all of this, RayNeo has offered apologies, but no meaningful solution, no goodwill gesture and not even a partial refund. An apology means very little when the customer is still left without what they paid for and has to spend hours chasing everyone to resolve the issue. The customer service has been appalling. I have spent weeks dealing with delays, missing items, failed deliveries and constant stress. All I wanted was the product I paid for, delivered to the correct address, without having to fight for it. I was excited about this purchase, but the entire experience has taken the shine off it. I should not have to spend this much time, energy and stress trying to receive an order. RayNeo, I don't want another apology. I want the products I paid for and a proper resolution. Based on my experience, I would seriously think twice before ordering directly from this company.