Sunglasseshut Avis 29

I would not rate Sunglass Hut zero stars as the level of customer service I received at Sunglass Hut Pacific Fair Broadbeach Queensland was abhorrent to say the least! On 17.03.26 I was unknowingly sold display sunglasses to the value $596 for full buy price. I felt pressured by the sales staff whom followed me around whilst I was trying to make a decision on what I wanted to purchase. She made me fell extremely uncomfortable! I made a decision on the sunglasses I wanted and proceeded to purchase them. I was never shown the glasses case and therefore did not know how marked and dirty the case was. Also I never noticed the scratch on them until I opened the box at home which was when I noticed the condition of the glasses case and scratch. The next morning 18.03.26, I took the glasses back to the store and explained what happened and that I wanted a refund. The staff member (with no customer service skills whatsoever) said “we do not give refunds and pointed to a sign on the counter which did not say that. Then I proceeded to say that I was not told anything by the salesperson regarding an exchange or refund policy. All she said was the glasses had a one year warranty. I explained that I looked on the Sunglass Hut website and it stated that if the glasses were purchased ONLINE or INSTORE and were deemed to be faulty, a refund would apply! The staff member became very defensive and rude and said “I did not sell the glasses to you so don’t make me angry” and actually showed anger towards me on several occasions which is absolutely not ok to treat a customer that way particularly a customer that is a member! I was absolutely disgusted and shocked at her attitude to say the least. At no stage was I rude to her I was simply explaining what the Sunglass Hut policy stated on their website. The staff member proceeded to call her Manager to obviously get advice. Clearly the Manager told her to check the stock as she went to the cabinet whilst still on the phone and said to the Manager “no” which obviously meant there was no more stock a available which in turn proves that she sold me display stock. She got off the phone from the Manager and said that the policy only applied to online purchases (which is a lie) as their website says online or instore, however she said they would refund my purchase.
I would never ever recommend anyone to purchase from Sunglass Hut. Customer training for their staff needs a huge overhaul and to be taught to respect the customer! Horrendous experience!!

Sunglass Hut has the worst return policy ever. I had them ship four pairs to me that weren’t available in store. I ended up keeping one and tried to return the others in the store the same day, only to find out they had to be shipped back instead. After sending them back, I was told it could take a minimum of 15 days before I might see the refund. 😑

Bought a pair of sunglasses from Gatwick terminal told I could go to any sunglasses hut to have them altered if need to. So while on a cruise I went to sunglasses hut in Antigua who kindly tightened them for me. only noticed they had been bent once I had set sail. Went to London sunglasses hut to try and fix them. They wouldn’t touch them. So I contacted the customer service online. They will NOT help I was told I had to liaise or take them back to Antigua to fix them!!! I live in the UK!!!! Absolute joke!!! Never buy from these people !

WORST CUSTOMER SERVICE!Ordered a pair of sunglasses and had it delivered to a store to collect. The email said if I don’t pick it up by the 17th of December it will be automatically returned and I messaged customer service after a week and they said they’ll contact the store and get back to me but no one did up till now so I contacted customer service again and they said they have not heard from the store and I should go there and ask them to do it and he closed the chat??? What bad service and if I had the option would have given no star!

Fraudulent company. They took my full money for delivering meta gen 2 glasses and sent me an empty box which I have proof of unboxing as well. There representatives have been avoiding all my attempts and they have kept my money. Their representatives asCARLO NICOLE CHARLOTTE CYREEAL Have all just been fooling around since over a month. I have all proofs of all conversations and their methods of scamming as well. Do not fall prey to their online shopping. My case number Your SunGlass Hut Request CAS-4690295-R1N9T1 CRM:015022308

Customer service: I tried calling 020 8902 1561 as advertised on the website, Wembley LDO. The number rang unanswered, then a voicemail message said that the number couldn't accept this call.
The number on the receipt, +44 20 7758 8180, rings without answer.
I am calling to get an update on the sunglasses order placed on 30/06/25, which I have noticed they have incorrectly spelt my name and email.

Customer service agents do not seem to do anything to help resolve issues. In spite of reporting that my account does not even show that my order exists on 3 occasions it still says I have not placed an order, which is odd as they sent me a confirmation email. I want to cancel my order but have been told by customer service agent today that it is not allowed.

$250 stuck in limbo, waiting on refund. Will never shop here again. Customer service is horrible.

I am beyond frustrated with Sunglass Hut’s terrible customer service and refund process. It has now been nine working days, and I am still without nearly £200 of my own money—all because of an issue caused by their faulty card readers, not me.

Their returns and refund policy states that refunds should be processed within five working days, yet here I am, well past that timeframe, still chasing my own money. The lack of urgency and accountability is completely unacceptable. I followed all the correct steps, yet I am the one left out of pocket, while they hold on to MY money.

After seeing so many other negative experiences from other customers, it’s clear this isn’t just a one-off—it’s a reflection of how poorly they operate. If this isn’t resolved immediately, I will be seeking advice, as they are in clear breach of their own policies. I will also be pursuing compensation for the inconvenience and stress they have caused.

I strongly advise others to think twice before shopping here. If something goes wrong, don’t expect them to take responsibility or return your money anytime soon!

I had a really disappointing experience with this sunglass Hut. I bought a gift card for my girlfriend, but unfortunately, it turned out she wanted a different brand. I tried to return the gift card so she could buy sunglasses elsewhere, but they outright refused to issue a refund.
To make matters worse, I sent multiple emails, and none of them were ever answered. When I finally called, the person I spoke with was unhelpful and didn’t seem to care about resolving the issue.

Sorry, but you just lost a loyal customer. If you value decent customer service and flexibility, I suggest taking your business elsewhere.

Awful service.
Completely unprofessional company

I bought sunglasses at Frankfurt airport, nothing wrong with the glasses but because I live outside the EU I do not owe VAT, consultation with the saleswoman was no problem, just send an email to the office with the invoice stamped by customs and the VAT would be refunded, nothing, anything less true, I sent an email to all known email addresses the only response was nothing. I emailed the stamped invoice back so they do not have to pay VAT, it is sad that Sunglass Hut puts this in their own pocket, there are probably many more victims, if you are abroad it is difficult to make a story and it does not involve a lot of money, but it is theft!!

Order #40601083
I bought the glasses at a good discount, and it was confirmed that I could pick them up from the store. However, on the day I was heading to the shop, I received an email stating that my order had been canceled without any specific reason. As a result, not only did I miss out on getting the glasses, but I also lost the opportunity to purchase other good options that were available in other stores at the time.

Bought Oakley sunglasses that came with a 2 year warranty. Called the store in Huntsville because the glass started developing pot marks on the lenses. I called them and they said they don’t honor the 2 year warranty that is stated on the Oakley website and only warranty them for 13 months. You are better off buying directly from the manufacturer not sunglasses hut. They stink!!!

I am surprised to see so many bad reviews.
I bought so many pairs from them and all of them been delivered on time and if you return in store the refund will be much faster. So far so good.

Please avoid them and buy sunglasses from the many other retailers out there. Wish I had read their reviews. I placed an expensive order for my bridal party's miu miu sunglasses. They failed to delivery the entire parcel safely. The carrier left this package (worth nearly £2000) on the street while we were not at home even though I purposely did not authorise this knowing the value. Customer service refuses to take responsibility saying carrier had delivered it and offer no solution. I will be taking them to court as they have not only breached Consumer Rights Act 2015 but refuse to acknowledge that my legal contract is with them and not the carrier and my parcel is clearly shown as not being delivered to me. It's a shame that I'm having to do this but I will for this sort of value especially after consulting a lawyer who has looked at the case and confirmed they breach UK law. All I would say is please avoid them for your own mental and financial well being. They're not worth the stress

Ordered sunglasses on 20th May, they arrived faulty. Returned them asap and asked for replacement, no emails about updates, they only send silly emails after you contacted customer service, no replacement, no refund still on 1st July.

I purchased Oakley sunglasses from the Covent Garden store. As they were the last/display pair I requested a discount. They declined. I then contacted their customer service department and got the following response:

"As per our policy, display items are not entitled to any further discounts.

When a customer purchase a display pair in our store we always make sure to clean it properly and double-check with them that the frame is in perfect conditions as well."

My response was that despite all the checks, the fact is the item is NOT the same as a brand you out of the box product and I know this may not be the policy but it's not good customer service either not to give any discount on the item.

They sent me the wrong sunglasses and asked me to take clear pictures which I have done twice. I cannot see the code they are asking for so will not send me postage details to send back. This is clearly an error on their part as the address of the recipient for the glasses is underneath on the box. I am going to complain to my credit card company as this is ridiculous, not sure why they cannot just send me the postage and sort it when back at the warehouse. I won't be buying again.

Don't buy in this online store, my product never arrived and they didn't give me any solution to help me also their customer service is terrible