Ray-Ban ripped me off Internet

I purchased Meta RayBan AI glasses from RayBan.com using PayPal. After the order was shipped, I checked on the tracking details and realized that the shipping address was set to an old address. At that point, I couldn’t cancel the shipment or issue a refund myself, so I contacted RayBan customer support. Assuming they were a reputable company, I went ahead and ordered another pair, expecting that getting a refund for the first order wouldn’t be an issue. When placing the second order, I noticed that two addresses were available to choose from, my old address and my new one. I carefully selected my new address, proceeded with the payment, and then double-checked the confirmation. That’s when I noticed that RayBan’s system had automatically reverted the shipping address back to the old one. At this point, I realized that this must have been what happened with my first order, a glitch on RayBan’s website that defaults to the first saved address in their database when using PayPal, even after selecting a different address. To test this, I deleted the old address, canceled the incorrect order, and placed a new order again. This time, with only one address in their system, the issue didn’t occur. Having confirmed that the problem was caused by RayBan’s website, I updated my support request with this information. Initially, customer service was responsive, seemed to understand the situation, and assured me they would make a one time exception to refund my first order. However, a different representative then took over and sent a generic template email about lost orders, despite my order not being lost but instead misdirected due to their website’s glitch. I tried to explain the situation again and attempted to complete the form they provided, but the questions were only relevant to lost packages, making it impossible to fill out truthfully. I informed customer care about this issue, but they responded with the same template email and form three times, refusing to acknowledge the specific circumstances. As a result, I am now out $400 due to a glitch on RayBan’s website, and their rigid customer service process has left me unable to move forward with a refund.