On October 10, 2024, I bought the Meta Wayfarer Limited Edition for €459 (photo 1) on the Ray-Ban Spain website.
Last week, while taking the glasses off my head, I heard a cracking sound. When I inspected them, I found that the right temple arm had cracked near the hinge. On May 5, I submitted a warranty claim (in Europe, the warranty is valid for 2 years), and one day later they replied that my case was covered under warranty. However, since they no longer produce the Limited Edition, they said they would offer me an alternative option at the same price, and that I would have 2 days to accept the offer from the moment I received the email (photo 2).
When I followed the link in the email, I only saw a message saying that I needed to wait until they offered me replacement options (photo 3). This message stayed there throughout the whole of May 6 and also for most of the day on May 7. Only now have I finally received an offer, and it is… a completely different model of glasses that does not suit my face (photos 4 and 5).
I tried to find any way to contact Ray-Ban support in Spain or Europe, but I could not find either a phone number or an email address. The physical Ray-Ban store was also unable to help me.
As a result, I am now in a situation where I have 3 hours left until the end of the day to decide whether I want to replace my old glasses with a model that does not suit me, and I have absolutely no way to contact support.
Does anyone know what I can do in this situation?