ComplaintsforSunGlass Hut
Sunglasses
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/27/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
On 12/29/2023, I decided to purchase a pair of sunglasses online from sunglass hut. Before I completed my purchase I made sure the shipping address was correct. I made a purchase and due to an internal error within your companys system, the suite number was not added to the shipping label.I have filed a claim and received a notification that my claim was denied. Please note there were multiple attempts made by me to get the suite number added. No one within the company would or could assist me. I was told by multiple representatives to contact the carrier. But the carrier stated that only the shipper could update the address. No one in customer service attempted to contact the carrier as needed. I never received my order. However, the carrier stated the package was delivered. I asked for the signed proof of delivery and the company could not provide it. Then I filed a claim as I was instructed by the company, but later denied the claim. I have made multiple calls and sent email correspondence. But it has gotten me no where. Despite having correspondence from the company stating I apologize for this situation and for not being able to successfully change the address for you before, this is one of the things we could have done better. This company has made me jump through hoops and given me the runaround. I want my money back. I did everything right. While they did everything wrong. This company needs to be held accountable.Initial Complaint
08/06/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased 4 pairs of sunglasses which I never received. I reached out to the company and filed a claim yet they refuse to reimburse me.Initial Complaint
11/15/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchases a gift card from a Sungalss Hut store on 7.21.22 and when my brother tried to use it on 10.1.22 he was advised that the card was invalid. We tried to check the balance thru their website as well as on the phone and it kept saying "Invalid card number"; I started to email them on 10.3.22 and was advised to go back to the store since it would need to be fixed there since they have a different system then them. I went and was told that they could see that I did purchase it but they could do nothing because the card seemed to have a "glitch"; I was told via email that the issue would be resolved with in 3-5 business days (and still nothing). The last email I received from them on 11.7.22 said that someone would be getting back to me with in 5 business days for a refund and I am still waiting for a call or email regarding the issue, I have emailed them twice since the last email and have not received a replyInitial Complaint
07/17/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased a pair of glasses at the Sunglass Hut store in ************* ********. When I purchased the glasses I used two different debit cards to make the purchase. SunGlass Hut did not deliver the glasses as promised within two days . I did return the glasses in a different location ( ************** ) . Sunglass Hut has refunded me only one portion of the payment . They still have not returned me the amount of $100 in one of the debit card . I have placed multiple calls to the Sunglass Hut and has no resolution. I have checked with my bank and no refund from Sunglass Hut has been made to my account. I have gone to the store which referred me to the store and the store refers me back to the customer service. They have been nothing but dishonest to me in all this situation. I still have not received my $100 .Initial Complaint
06/01/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I PAID SUN GLASS HUT TO SEND ME A PAIR OF SUN GLASSES FOR $274.03. THE GLASSES DID NOT ARRIVE AND I CALLED THEM. THEY PASSED ME AROUND FROM THE STORE I BOUGHT THEM AT AND THEN TO THERE CORPORATE OFFICE. THEN I WEEK LATER TOLD ME TO CONTACT THERE CUSTOMER CARE OFFICE AND FILE A CLAIM WHICH I DID. THEY TOLD ME TO EMAIL THEM THE ORIGINAL RECEIPT WHICH I DID. THEY CONTACTED ME A WEEK LATER AND TOLD ME I WOULD HAVE MY CREDIT IN TWO TO THREE WEEKS. I WAITED THE THREE WEEKS AND TRIED CONTACTING THERE CUSTOMER CARE, HER NAME IS ***************************** AND DID NOT GET AN EMAIL BACK. I TRIED SEVERAL MORE EMAILS AND EVEN ONE EMAIL TO THERE CORPORATE DIVISION AND NO ANSWER BACK. IT HAS BEEN SIX WEEKS AND STILL NO REPLY. ALL I WANT IS MY MONEY BACK. I THINK THEY ARE AVOIDING ME. WHAT DO I DO? PLEASE HELPInitial Complaint
05/25/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased a pair of sunglasses on Sunday 5/22/22. It was offered to me to have the glasses shipped to my home and I was promised two say delivery. I have a witness and other customers were made the same promise. I should have received the glasses yesterday. Today, I woke up to an alert message informing me that a label was created by Sunglass Hut but not yet picked up by **** I called the store (North Hills, *******) and spoke to a store manager who told me to give the system time to update and to check it again at 4pm. At 4pm and again at 4:45 the same information was available, tracking number stating label was created but package has not been provided to **** I call the ***** number, explained my issue and was told to contact the store manager. I called him again and he refused to assist directing me back to the ***** number who directed me to him. I called another store and spoke to ***** who said she was filling in for the regional manager who is out of town. ***** refused to assist me and directed me back to the ***** number. I am going on vacation which is why I made the purchase. It is now day 4 and tracking info is jot even available. No accountability. I am disabled I cannot keep going to the stores. I have spent hours on this today and feel discriminated against.Initial Complaint
04/13/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Order#******** Order Date: *********************** methode: Online Incident# ******-004215 Website did not allow me to input my gift card information. Call 1 (April 2 @4:25): immediately after my order was placed, i called to have the payment methode fixed and the representative told me that it was not possible until after my order is shipped. I asked him to cancel my order since it had not shipped yet and he said he couldnt. He assured me on the call that they will be able to fix the payment details once the order shipped. Call 2 (April 5 @1:30: the representative said they couldnt fix the payment details. I asked them to verify call 1. They confirmed with a supervisor that they can in fact make the adjustments and that everything would relfect in a few days. Call 3 (April 13 @3:53): an email was received saying that they cannot process the payment methode adjustment. The company did not even do me the courtesy of calling me to advise of the situation. I called them right away and asked to speak with a supervisor. They said there was nothing they can do. The acknowledged and confirmed in the call that they have individuals in management that do not know their own policies and what was promised to me is not possible. No resolution or suggestion was given. I asked for a return label so i can send the item back and i am still waiting for this email.Initial Complaint
02/14/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I placed a order on 2/7 for a pair of glasses paying over 300 dollars they were for a instore instock pick up order. I called the store they dont have the item, it will now be shipped to the store will be there before Valentines Day, 2/11 I called because the item still was not shipped trying to cancel the order to be told you cant cancel orders, so 2/14 comes I call in the afternoon as the store is over a hour away to be told there locked in a parcel box And the manager is not coming in today to get them out. I called the customer service line to be told there is nothing I can do until She goes and gets them out.
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Customer Complaints Summary
9 total complaints in the last 3 years.
1 complaints closed in the last 12 months.