Anonymous
map-marker Dubai, Dubai

Damaged frame sunglasses and change in frame quality

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
I have bought the sunglasses from Dubai last month .I noticed that the frame is scratched and with low quality knowing that I use Prada since long time and never this happens. Also the temples of sunglasses becom wide and not fit on me ,the size has been changed
View full review

User's recommendation: Not to buy this kind of sunglasses

Juan R Kwg

Package never arrived

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
Updated by user Oct 12, 2023

They never respond me back or send me any information about my case . They have really at bad costumer service

Original review Sep 27, 2023
Don't buy online at sunglasseshut.com your service is terrible I made a purchase and I never got any type of information about my order until I called and they sent me an email and when I checked my package it had already arrived but it turns out that there was nothing inside the box they put me to wait for 2 months in an investigation to tell me that nothing could be done. if they are going to buy something go to the store their online service is not good
View full review
Loss:
$513

Preferred solution: Full refund

User's recommendation: Dont buy online

Resolved
Candace H Xhh

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Fayetteville, North Carolina

Resolved: HORRIBLE CUSTOMER SERVICES

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
Updated by user Jun 06, 2023

Company resolved the issue.

Original review May 03, 2023
My husband purchased a pair of Burberry sunglasses for me as a gift from the Macys Sunglass Hut counter on Valentines Day, 2023. I have never worn the sunglasses and decided I would like to exchange or return them.

I have purchased several sunglasses from the Macys Sunglass Hut as well as other locations, so I am aware of the exchange/return policy within 90 days of purchase. As my spouse and I entered the department the salesperson asked what he could help me with. I explained to the salesperson that I have a pair of Burberry sunglasses that I would like to exchange or return, and the receipt is in the bag with the sunglasses, then sat the bag on the counter. He responded with okay.

I felt at this time the salesperson could had reviewed the receipt of purchase due to the fact he knew that Macys Sunglass Hut had changed their return policy. I began to try on a selection of sunglasses to initiate an exchange. While I was trying on sunglasses, my husband was standing by patiently. During this time the only customers at the counter were my spouse and I, along with the salesperson.

The salesperson asked if he could help him. My husband responded with no, I am fine. After a few minutes of waiting, he decided to go to the menswear to look around. The salesperson then proceeded to say, do you know that man.

I informed him that hes, my spouse. He then stated, oh, I was going to say that was weird with him just standing there. I wondered what was weird/strange of a spouse waiting patiently. Was it the fact he was a 63 African American male and he felt intimidated for whatever unknown reason?

Once I made my choice, I informed the salesperson that I would like to exchange the Burberry sunglasses for a pair of Versace sunglasses. The salesperson looked at the receipt and responded with, You cant exchange these, it has to be within 30 days, and this is over 30 days. I informed the salesperson that I have purchased several sunglasses from the Macys Sunglass Hut and the return policy has always been 90 days. He responded by telling me that, it had changed sometime this year.

I informed him that the sunglasses were purchased in February of this year and the receipt does not states anything about a change in the return/exchange policy to 30 days. The salesperson then picked up his cellphone and made a call to someone I had no knowledge of. After he ended the call, he informed me that the policy is 30 days and he does not make the rules, and I would need to call customer service about it. I asked if I could have the number to contact his manager.

He responded with Im not going to give you anyones personal number. I informed the salesperson, that I did not expect him to give me anyones personal number. A store manager should have a business contact number.

I understand that policies change all the time however, at the time of this purchase the receipt does not state anything in regard to a 30-day return/exchange policy. This experience with Macys Sunglass Hut was unprofessional, frustrating, confrontational and racist.
View full review
Loss:
$256
Pros:
  • I can try before i buy
Cons:
  • Dishonest horrible customer service

Preferred solution: Full refund

User's recommendation: PURCHASE ELSEWHERE

2 comments
Guest

So did their policy change? Surely that guy must have felt ridiculous questioning you about a man that was your husband. Strange.

Guest

It is your responsibility to be aware at all times of their policies. Huge failure on your part.

View more comments (1)
Marisia L
map-marker Brooklyn, New York

Accompanying a family member who wanted to buy glasses

Music service is too loud. You have to shout to talk to the sales person and the sales person must make an effort to hear the customer. Loud music playing is unpleasant and a shock to the system (body and mind). You would have more customers if you lowered the volume. A lot of people would agree with me but many of them have a herd mentality, they suffer silently. Please do something about this harmful trend! Thank you!
View full review

User's recommendation: Just ask the music service to lower the music volume.

Ndubuisi O Yon

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Pisa, Tuscany

Where is my parcel

ORDER #RB12C-1000**** Please where is my order . I made this purchase since 24th August but still have not received the order
View full review

User's recommendation: Pissed

Anonymous
map-marker New York, New York

Unsafe and the behavior of your salespeople not to be believed

I was in the store this weekend when 2 men came in and stole merchandise. I find a pair of sunglasses finally and the guys walk in.

I was shaken up. No one called the police. I left but kept thinking about the frame. I go back yesterday.

The salesperson would not move away from me. She stood on top of me. I can't have people stand on top of me unless I'm taking public transport. I told these 2 girls what happened this weekend with the "SO" attitude.

Bloomingdales really wants my business.

I don't have to deal with rude people or being placed in precarious unsafe situations. THIS IS MY NEIHBORHOOD.

View full review

User's recommendation: Go to Bloomingdales

Michael M Pda

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Schaumburg, Illinois

Deceptive Practices, Cancelled Order, No Notification, Will not honor order price

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
Original review May 22, 2023

I would like to file a complaint that the Sunglass Hut store representative cancelled my order for sunglasses that was expected to be a 36 year wedding anniversary gift.

On 5/1/2023, I ordered a pair of Oakley Sundrift sunglasses...the store only had a pair that was for display purposes however the representative stated that it can be ordered and arrive between 3 - 5 business days well in advance of the anniversary date.

With no contact from the store via the email provided, I called the store and after looking up my order, they responded that the order was cancelled and that they no longer have the pair at the store. Even though the anniversary has passed, I stopped by the store and the pair was actually still on display.

Although I didn't want the display sunglasses, I figured that it was better to give the gift past our anniversary than not have one at all.

The rep would not honor my purchase price from May 1st even though the order was cancelled.

I am very disappointed with the customer service on handling of my order, cancelling w/o notification, and not honoring the original purchase price. Our 36 year anniversary was not how I intended w/o a gift for my significant other.

View full review
Loss:
$170
Cons:
  • Deceptive practices
  • Poor customer service
  • Claim out of stock

Preferred solution: Honor initial order price.

User's recommendation: Do not purchase through Sunglass Hut

Alyn Qew

Antonio the manager is a racist *** Ask his employees!

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full

This manager you guys hied is a piece of *** RACIST *** ALWAYS MAKING BLACK People UNCOMFORTABLE!! ALWAYS!¡ ASK ANY EMPLOYEE!!

He also complains a lot about sunglass hut to his employees, he tells his employees how he hates doing his manager work like going in at 5am to do inventory. Instead, he makes his employees do it! I suggest your DM pays a visit to the fashion valley store and has a one on one with all of ANTONIO'S EMPLOYEES W/OUT HIM THERE SO THEY CAN SPEAK FREELY AND BE COMFORTABLE OF Speaking THE TRUTH ABOUT THIS *** YOU GUYS ARE MIAT DEFINITELY RESPONSIBLE FKR THIS *** BEHAVIOR OF ANTONIO! THERE ARE MORE INCIDENTS THAT IM NOT EMPHASIZING ON THIS FORM.

YOU NEED TO HAVE A MEETING ASAP WITH EMPLOYEES IMMEDIATELY!! YOU HAVE A RACIST LAZY UNINSPIRED MANAGER THAT HAS REACHED HIS "I DON'T GIVE A *** ABOUT MY. JOB". TRUST ME PLEASE!!

THAT LAS VEGAS TRIP HE WAS FORCED TO GO ON.HE Complained DAILY TO HIS CO-WORKERS!! THEN HE GOT BACK FROM IT COMPLAINING EVEN MORE ON HOW SUNGLASS HUT IS *** AND HE HATED GOING!!

PLS INVESTIGATE THIS MATER.

EVERYONE WORKING FOR HIM IS MISERABLE! ABSOLUTELY MISERABLE!

View full review
Pros:
  • Working with col friends
Cons:
  • Working for ur macho racist hateful boss is depressing

Preferred solution: DM needs to pay a visit to speak with employees

Stephen S Xef

Wrong item received

I purchased a pair of sunglasses from your website do you have sent me the wrong ones which I am very unhappy way I would like a refund of the item I purchased
View full review

Preferred solution: I would like to receive the item I payed for

Anonymous

This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ

Verified Buyer
| map-marker Venice, California

Poor in store experience

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
Sunglass Hut - Poor in store experience

Hello, my name is Tiara and II went to the Cerritos location to return a pair of sunglasses I just purchased 5 days ago. They had some sizing issues and were uneven and had residue on them.

When I bought the glasses i asked the associate Eric if i needed to return if i found any issues, he assured me there be no problem. He even offered me the protection plan, which i also purchased. When i wore the glasses, i saw they had issues and i wanted to return them. As soon as i walked in, the store manager Janet did not greet me.

When i gave her my number, she also couldn't find my information. Luckily, I had an e receipt. Which of she didn't even look at. She told me immediately I can't return these because they are badly messed up and damaged.

I had the glasses 5 days . The associate sold me the pair in that very condition. Now I'm being penalized . She even threatened to call security when i asked her last name so i could make a customer service report.

I never once raised my voice or was aggressive. Janet was very rude and dismissive and had no intentions on helping me. I've never experiences such rudeness. She didnt even offer me any other solutions.

Just kept repeating i Damaged the sunglasses badly.

I am hoping i can receive a full refund.

I didn't pay 386 dollars to receive sunglasses with issues. Nor did i deserve to be treated with disrespect.

View full review

User's recommendation: Check your glasses before you leave or you will be blamed .

Linda B Hdp
map-marker Wyomissing, Pennsylvania

Store Complaint

Tried to purchase 2 pairs of glasses. Sign on counter said be back soon. After 2 hours, they still were not back. We left. Filed complaint with sunglass hut. Just heard back from them. All they did was say they were sorry we had a bad experience. Thought they would at least offer a discount or something. Disappointed. Won't go back.
View full review
Pros:
  • Quality sunglasses
Cons:
  • Expensive and stands in malls are left unattended

Preferred solution: Price reduction

Anonymous
map-marker Greenville, South Carolina

Quality glasses

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
I got it today and Im happy because nice glasses, I also Had small problems But I got it anyway. I will buy again,thank you
View full review
Desiree P Zlt

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Damaged product

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full

On Saturday, 10/15/22, I made a purchase of article #VE4337U. Next day when I went to wear them, notice that they had a scratch on one of the lenses.

On Monday, 10/17/22, NOT EVEN 48HRS AFTER!!, I went to the same store, which is almost an hour away from me, to get them fixed or exchanged. The guy refused to it, and said that he cant do anything since I didnt have store warranty. I went ahead and called customer service, and the girl who I spoke to said that he was supposed to exchange them since they had a 30 day warranty. She also said that she was going to receive an email with a form to fill out and with the warranty.

I never received anything. I called again to speak with a supervisor and the girl that answer my call left me waiting on the phone and never transfer me.

Ive always bought all my sunglasses from you guys and its is very disappointing to have to deal with all this, especially after spending almost $600 on one of your store. Ill definitely stop going to your stores after how badly your customer service was.

View full review

Preferred solution: Get my glasses exchanged and a possible partial refund.

Ariel A Fuw

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Los Angeles, California

Poor Customer Service & Defected Sunglasses

Sunglass Hut - Poor Customer Service & Defected Sunglasses

My girlfriend ordered me PRADA sunglasses as a birthday present on 1/15/22 from the Sunglass Hut store in Manhattan Beach, Pariss helped us in the store and was the saleswoman helping me make the final decision on which pair I wanted. At checkout she offered us a protection plan that was $100 plus dollars incase, this was for damage to the sunglasses, we were surprised and believed that was too expensive of insurance for sunglasses that I would be treating exceptionally well and wouldnt be damaging as I do with all of my nicer, luxury items.

After I received them in the mail, I took them into sunglasses hut and Pariss reshaped them to fit me on two separate occasions (warmed them up & reshaped them for a perfect fit around my head).

Two weeks after, I realize the PRADA logo engraved and embossed in silver on the right temple side of the sunglasses was fading, only one side but it was pretty bad and looks VERY WORN for a pair I literally got less than 2 weeks prior. Mind you, Ive treated these things like my babies. Either theyre on my head or theyre in the case in my bedroom. Because of how quickly these sunglasses have become distressed, I am questioning if these are even authentic Prada??

I have another pair of Prada sunglasses and also 2 Prada bags in which none of the embossing or logo has ever come off.

They are all 5 + year old products. Across the board. Why would something like this be happening so quickly to a pair of $400 sunglasses so soon after purchasing, better yet, within weeks of receiving??? I truly feel like they may have sent me a pair of fake Prada sunglasses from Pariss.

Especially after our recent experience with her when I returned back into the store, please continue to read below to understand my reasoning.

HAS ANYONE ELSE EXPERIENCED THIS?

I called Sunglasses Hut on 2/11/22 and described what was happening with the sunglasses. The employee who answered and helped me told me it sounded like a manufacturer error and that I would need to come in, return this pair that has a manufacture error of a worn off logo and then repurchase a new pair. Since they didnt have any in stock she told me shed discuss next steps with her manager and call me back.

One week later - no call back. At this point it is now past my 30 day return window.

I call again 2/20 & spoke directly to Pariss, who originally sold us the sunglasses.

She said the reason no one called me back yet is because they didnt have a mechanic in store who wouldve been able to fix them (very different from the first person I spoke to about this). She proceeded to tell me to bring them in for her and her manager to take a look.

Next day - we go into the store Paris takes a look and says this has never happened to anyone who has ever purchased sunglasses from her and begins to get VERY defensive (no manager present). She asks me if I have ever worn them to the beach?? I didnt really know how to respond, uhhhh DUH, they are sunglasses so they are meant to protect your eyes form the sun, which there happens to be a lot of at the beach, so yes Pariss.

Not to mention that I live beach front, yes I have worn them out on the strand or around the beach..what does this have to do with anything?

She says due to wind and elements this could be what happened???? Wind? Please. She then tells me that theres tons of little scratches on the lens and that she told me not to wear them to the beach.

There are no definitive scratches on these. Maybe the normal wear and tear, very minimal though. Anyways, she then goes on to say no one else she has sold these sunglasses to, has had the silver side PRADA coming off. I expressed to her that the other woman I spoke to on the phone told me it is likely a manufacturer error.

I also asked if when she heated them up to reshape them, if this couldve caused the silver to melt off. She very rudely responded that theres no way that couldve happened and since we didnt purchase the protection plan that we were basically SOL since we didnt buy the protection plan.

This was a very different Paris then the one we were working with originally. She became very defensive and aggressive and raised her voice at us and scolded us saying you shouldve purchased the protection plan like I told you 4 different times when you ordered them! What?

If we understood at the time that the protection plan was $20 we absolutely would have bought it but it was NOT. Both my girlfriend and I remember the purchase protection plan costing north of $100. TBH anything less than $75 we wouldve purchased it. Paris continued to scold us and tell us theres nothing she can do now because we didnt purchase it at the time of original purchase.

It felt very personal at this point, she was clearly upset. She told me that I shouldnt ever wear them to the beach (how am I not supposed to wear my sunglasses outside, isnt that what sunglasses are for??) She then went on to scold us that I shouldnt wear them often because they are just for show. Really different wording than she originally used when she sold them to us.

Once she was done scolding us she said we could buy temples but theyre really expensive. When we asked how much she said $78 per temple, but they come in a pack of 2.

? okay, odd. She ended up telling us that in total the pack costs $156 but quickly pivoted and that her manager would give it to us half off..when did her manager and her discuss this? At this point I stepped back and let my gf continue because overall this interaction had made me speechless.

This was not the Pariss we had worked with and this went against what the other employee I spoke to had advised about the issue. My gf proceeded to purchase the temples and Pariss told us that wed need to make an appointment when the temples come in to get them put on. She was unable to say when theyd be delivered or to make an appointment so my gf kindly asked her to just give us a call. She said Ya.

I will.

At this point Im tempted to hold out on putting on theses temples and put them on nice as I dont even want to interact with her again. Before I hit my 1 year of having these sunglasses maybe ill turn these ones in and buy a new pair half off.

Overall we are both disappointed and dissatisfied costumers not only because of the unfortunate situation with the manufactured errored sunglasses but to also be treated so disrespectfully by this employee. Any advice would be appreciated.

View full review

Preferred solution: new pair & return defected pair

User's recommendation: DO NOT TRUST

sibabrata b Hdo

This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ

Verified Buyer
|

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Jersey City, New Jersey

Refund of the item purchased which was misplaced during delivery by UPS

Sunglass Hut - Refund of the item purchased which was misplaced during delivery by UPS
Sunglass Hut - Refund of the item purchased which was misplaced during delivery by UPS - Image 2

I have purchased 2 pair of sunglasses from sunglasshut store in macy at newport mall new jersey on may 24 2022 .One pair was delivered and the other pair was not delivered .When i spoke with the sunglass hut agent I was confirmed with the email that it was misplaced.In the email it was clearly instructed to refund the money back by showing the email as proof to the store manager.When I walked in to the store the store manager camile who is very rude and arrogant.Instead of helping me she said would wait for further confirmation from sunglass hut.The mail from sunglasshut which was sent to me as a proof wont work.I have been chasing by calling her to check the status but she is not responding at all.I hope this is not some scam from a store like sunglasshut.Please look into this matter asap and i need my money back.I wish i would not bought this sunglass from the store and have to go through this pain .

View full review
Loss:
$139
Cons:
  • Employee i encountered
  • No response
  • Disappointed snd disgusted

Preferred solution: Full refund