Business Profile
Sunglasses
SunGlass HutThis business is NOT BBB Accredited.
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Complaints
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Complaint Details
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Initial Complaint
12/13/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
Purchased Versace glasses few days ago. Once out of box noticed lenses is not flush with glasses. Entire lense came off and don't appreciate this. I paid almost$400 and wanted to know why would you sale this to a customer? I live all the way in ** and it was the last pair and your sales *** didn't even offer additional discount for display glasses. I also feel deped and played about this purchase.Initial Complaint
12/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Purchased E-Gift card for my wife 10/26/24. Somehow the UK E-Gift card was purchased and I was not aware this happened. My wife tried to use it two weeks ago and it declined her purchase. This is when we found out what happened. My wife and I both reached out to sunglass hut to see if this could be fixed. We were told they would not convert this over to an american E-Gift card nor can we purchase anything off the UK website as it will not deliver to us. My issue is they had no problem taking my $150 and now refuse to remedy the situation.Initial Complaint
11/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased new lenses for my Ray *** glasses and was told by the store that they'd install them for me, free of charge. I was pleased by this considering the price was over $100 for the lenses, and I'd rather not damage them. My wife went in today to get the lenses installed as promised and was told by an employee he was too new, and didn't know how to install the lenses. Obviously this is frustrating as I had her travel 45 minutes one-way to get my glasses repaired. We asked for a partial refund as they couldn't install the lenses as promised and was told he didn't know how to do that either. He stated we could travel to the other location, an hour and a half away to get them installed. I am deeply irritated that I was promised a service and denied it. Now I need to take all the risk and install them myself, even after paying over $100 for the new lenses. I'd like partial refund.Initial Complaint
11/08/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased a gift card in April for my son to be sent to his email. He never received it. In August, I began a dialogue with Sunglass Hut and they assured me they would send the gift card(I still have all the emails). The gift card was never sent and since then, I keep getting emails when I contact them saying they have elevated my issue and someone will get back to me. We have tried to contest the charge with our bank, but now it is too old to do that.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.
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BBB Rating & Accreditation
This business is not BBB Accredited
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
12 total complaints in the last 3 years.
5 complaints closed in the last 12 months.
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