I first contacted customer service on January 29,2025, via phone. I was redirected to multiple departments and spent a significant amount of time on the phone, but no solution was provided. An email was sent to another department, which in turn contacted the responsible team. Despite sending follow-up emails to inquire about the status of my package, I only received a response this week, stating that they would contact me once they had an update. However, no deadlines were provided, and it seems that no concrete action has been taken to resolve the issue. To make matters worse, I was informed that the delay was due to an internal SAP system error, and they are unable to locate my package. The order status remains as "created" on their website and has not been updated. It should have been a simple matter of sending a new order! Overall, my experience with Sunglass Hut's customer service has been extremely slow and inefficient. I expect immediate action to be taken to either locate my package or send a new one. If this is not resolved promptly, I will consider requesting a full refund and taking my business elsewhere. Sincerely, Emerson Pereira Tip for consumers:They are the worst company ever, there is not anyone who can help you to solve an issue caused by them. Products used:I did not receive the product! Service Value Shipping Returns Date of experience: January 27, 2025Do not buy glasses here! They are very nice when you purchase. But they lie about the warranty and when you go back in they are rude. Even called management which it's not easy to reach a live person. Save yourself a problem and don't go here Date of experience: September 9, 2024On May 4,2024 I purchased a $150 gift card as a birthday present for a friend. The card arrived and when my friend went to use it the cashier at a sunglass hut store said the card was not valid. Ever since I've been trying to get his rectified and just get the run around. They keep telling me it will be fixed in a day or two. That was two weeks ago. I've had to file a claim with the credit company that I used to make the purchase. I'm out $150 and embarrassed that I gave a gift to someone that doesn't work. She's wanted to use the gift card to order new sunglasses and can't because sunglass hut has not validated the gift card I paid for. Tip for consumers:They are absolutely horrible. They have my money. They know they never validated the gift card I paid for and are constantly lying about resolving this matter. Products used:Gift card Service Value Shipping Returns Quality Date of experience: June 22, 2024The manager did not take the time to listen to the issue. Instead she defended her sales associate who relayed an incorrect message. It left such a bad taste on my mouth that I returned everything I purchased. Why do you staff your store with incompetent people? You just lost a customer. Products used:I returned all the items. Service Date of experience: March 29, 2024Live in Myrtle Beach S.C. We have various locations here. We visited one location at Broadway at the Beach. Highway 17 Bypass. Middle of the day and no one was there for over 2 hours. Lights on and an out to lunch sign on door? Pissed customer. Next day we visited Sun Glass Hut at Barefoot Landing, Highway 17 business. We had the best salesman. Antonio Aurelia. So helpful and conscientious. Very patient. Offered the choice to order a new pair online for same price and very quick delivery. Of course we did. This young man needs to be rewarded for excellent service. It is so hard to find young people with such a calming manner and so courteous. I wanted to commend him but this is the only place I can find to do so. Date of experience: February 27, 2024I bought 03 glasses on 11/20 and they were supposed to be delivered on 11/24, but so far they haven't even been sent, as they are in processing. I sent several emails and called several times. Without being able to solve the problem, it is necessary to have an effective response Products used:Sunglasses Service Shipping Returns Date of experience: November 27, 2023I ordered Maui Jim sunglasses online. They never delivered although said they did. It's a scam. No customer service person to talk to, only online- they never responded to all 30 requests I sent. Buy in store or order elsewhere. Read bbb reviews of sunglasses hut online. Service Value Shipping Returns Quality Date of experience: March 21, 2024Just visited the Duluth sunglass hut at the Miller hill mall. Waited for at least 10 minutes and there was no employee at the store. There was a jacket on a chair. That's all. Anyone could have walked off with glasses and it's also pretty hard to buy sunglasses without someone to help! Service Value Date of experience: October 23, 2023I received a gift card and purchase gift number/receipt for my bday, but since I washed my card by accident, I wanted them to help me to get back my $200 balance, so i can purchase sunglasses. Went to the store, but they advised me to call customer service. Called customer service 3 times, absolutely nothing. They were repeating one sentence all the time "we treat a card as a cash, we can't help stolen cards ". I tried to explain them that the card is not stolen or lost, it's just destroyed, and i still have gift receipt with a lot of details including purchase number card, showing my balance. Be careful with this company, i will definitely avoid them and go to another store. My question is-who is going to get bonus of $200, since i will never be able to use it? Tip for consumers:Terrible customer service, be careful. Products used:Sunglasses Service Value Shipping Returns Quality Date of experience: September 27, 2023I went to Sunglass Hut store in Summerlin Mall in Las Vegas as I needed sunglasses. I picked out two pairs as there was a 50% sale on second pair. I go to checkout counter and she finds one pair in store (sets the box in front of me) but second would need to be ordered and mailed to me. I said fine. She then rings up the sale. I asked where were my sunglasses and she said they would need to be shipped also. I said the reason I came into the store is I needed sunglasses so want to take with me. She responded we can't do that or it voids the sales price. I say that's fine as I wish to cancel the order. She said we can't do that either as all sales are final. I said give me a complaint number to call. After 3 attempts the number was a recording saying they were closed for the day (it was 230 Las Vegas time). So now the problem is with me in terms of cancelling the credit card transaction and filing a complaint with Sunglass Hut. Fine way to run a business. Service Value Returns Date of experience: April 1, 2024I tried to return a pair of Ray-Ban sunglasses. I was told that once the packaging was open that it was nonreturnable. After several minutes calling his management and inspecting the glasses, he said they had damage on them. I believe they caused the damage. I just bought them two days ago. I'm very disappointed in them. N you please create a return label? I tried to return them to the South Outlet Mall Las Vegas, but initially I was told once the box was open they were nonreturnable. Then the sales rep called his manager and started doing some cleaning and function tests on it. He came back and said they were stained, but we they were only handled and not used, on the way home from Los Angeles. It felt odd that he didn't want to return them initially and then he spent five minutes or more figeting with them, I believe something was done to them on purpose at the Southwest mall outlet. 7400 Las Vegas Blvd S Ste K4, Las Vegas, NV ******* *******584 Tip for consumers:I tried to return a pair of Ray-Ban sunglasses. I was told that once the packaging was open that it was nonreturnable. After several minutes calling his management and inspecting the glasses, he said they had damage on them. I believe they caused the damage. I just bought them two days ago. I’m very disappointed in them. n you please create a return label? I tried to return them to the South Outlet Mall Las Vegas, but initially I was told once the box was open they were nonreturnable. Products used:I tried to return a pair of Ray-Ban sunglasses. I was told that once the packaging was open that it was nonreturnable. After several minutes calling his management and inspecting the glasses, he said they had damage on them. I believe they caused the damage. I just bought them two days ago. I’m very disappointed in them. n you please create a return label? I tried to return them to the South Outlet Mall Las Vegas, but initially I was told once the box was open they were nonreturnable. Then the sales rep called his manager and started doing some cleaning and function tests on it. He came back and said they were stained, but we they were only handled and not used, on the way home from Los Angeles. It felt odd that he didn’t want to return them initially and then he spent five minutes or more figeting with them, I believe something was done to them on purpose at the Southwest mall outlet. 7400 Las Vegas Blvd S Ste K4, Las Vegas, NV 89123 *******584 Service Value Shipping Returns Quality Date of experience: January 24, 2024Store 4203 in 805 Park City Center in Lancaster, PA ******* Manager and employee there has major ethical issue. The "manager" Kiara, with dark hair and bright red lipstick, is narcissist to customers. The store refused to let us return or exchange sunglasses when the receipt clearly says 30 days "easy" return policy. Staff are narcissist and refused to process return and exchange properly on the register. Instead staff slapped cash on counter and told customers to get the hell out. Staff threatened to call security and police and used scare tactics. Service Value Shipping Returns Quality Date of experience: September 27, 2023Either Sunglass Hut has employees stealing eyeglasses before your order ships or USPS is stealing eyeglasses. As a repeat customer my package was delivered with a compromised shipping box, an eyeglass case and no glasses. It's been a long time since I had something stolen from me and it doesn't fell good. There has been zero resolution. I have no glasses plus I'm out of $300. They never even offered to replace the missing glasses. SGH, USPS and PayPal all denied claims for the stolen glasses like I'm the liar. Never again. Lesson learned. BUYERS BEWARE! Tip for consumers:They take no responsibility for the shipment once the package is picked up by the freight carrier and they dont offer freight insurance during their checkout process so you can’t file a viable claim with the freight carrier. Products used:None never received the product that was purchased. I received an empty box. Service Value Shipping Returns Quality Date of experience: September 15, 2023We purchased several pairs of women's and men's sunglasses, one set of men's Oakleys and a custom Oakley men's sunglasses. Both priced at $300.00. They approved the return of the regular Oakleys, however, they said they never received them, we have a tracking number/confirmation from UPS. It shows that they received the item, but never refunded any of the money and we had to involve the bank. We've spent thousands with them and this is the outcome and treatment for our loyalty. Needless to say any further purchases won't be done through the Sunglass Hut. It's terrible what has become acceptable with what businesses do with our hard earned money. They didn't send back the sunglasses or issue a refund, so be careful when deciding which vendor to give your hard earned money. Tip for consumers:That they had no intention on refunding the money after returning the sunglasses or sending the sunglasses back to us. Customer service is basically useless unless you want them to take your money Products used:Oakley Sunglasses Service Value Shipping Returns Quality Date of experience: April 17, 2024I bought a pair of sunglasses Oakley didn't like them brought them to exchange for versace sunglasses didn't like them and they tried to give me have of my money back and the main office they tried the same thing and went through hell to get my money back and they decided to send me a check in the mail and i have to wait on check and I payed them with a debit card never again. I will oder off line Service Value Shipping Returns Quality Date of experience: September 23, 2023I purchased beautiful glasses, which were too big. I started a return online and was told to return them to the store. I drove 15 miles, got there and some computer glitche, prevented the return. I therefore, then had to mail them back and drive to the post office to do so. That was over 2 weeks ago. The glasses show as returned to sender on my mail receipt for the past 2 weeks. I have called and emailed Sunglass Hut to get my refund and all I get are excuses. It's been 2 weeks! I have nothing yet as far as my $100 gift card credit back, nor the credit for the remaining amount to my other credit card. My Sunglass Hut account shows nothing in my returns. NOTHING! I am so frustrated after 10 emails, and 5 phone calls and nothing! Don't ever buy a gift card from this company. They treat their customers terribly. I will NEVER shop there again and tell EVERYONE I know to beware as well. I also plan to call the BBB on Monday. This is bologna! Tip for consumers:Just a horrible company!!! Don't bother shopping there. They give you the runaround and I am out over $110! I plan to call the BBB. They are just terrible. Products used:Sunglasses Service Value Shipping Returns Quality Date of experience: March 30, 2024I want to express my profound disappointment with Sunglasshut.com's customer service regarding my recent order (#*******). This experience has been incredibly frustrating, and I feel compelled to share my story with others. When my package went missing during its delivery by DHL, I expected Sunglasshut.com to help resolve the issue promptly. Regrettably, their response left much to be desired. Instead of taking responsibility, they directed me to the carrier, washing their hands of the situation. Their reliance on their "Terms of Use" felt like a dismissive tactic, emphasizing policy over customer care. As a loyal customer, I had hoped for more. I had chosen Sunglasshut.com to avoid getting tangled in a carrier dispute. I believed they would handle any delivery issues. Unfortunately, my trust was misplaced. As a result, I am left with no recourse but to share this review. I will include my reference numbers to illustrate the lack of assistance and understanding I received. In summary, my expectations of Sunglasshut.com's customer service were unmet. I sincerely hope they take this feedback seriously and make significant improvements. Customers deserve better. Service Value Shipping Returns Quality Date of experience: September 19, 2023Ordered an $162 pair of Oakley sunglasses and the box arrived empty. And it definitely looked like the original box, not tampered or taped, has a pull tap seal so can't really mess with that. Reached out twice and was told two different things. Eventually told they may be out of stock and would do money back or send a new pair of available. Waited weeks to be told sorry it's the carriers problem reach out to them. The carrier delivered the package just fine. They just sent me an empty box with no product inside and the packing slip saying what was supposed to be in was in the box. Never buying sunglasses from them again. Products used:Oakley Sunglasses Date of experience: July 13, 2023Ordered a pair of sunglasses and they didn't even put the delivery address on it so they got sent back to them contacted customer service they said the refund will happen in 3-5 days and a 30% coupon which is crazy cause why would you order again if there incapable of putting a delivery address on the package so it's pointless less Products used:Sunglasses Service Value Shipping Returns Quality Date of experience: February 26, 2022Did purchase few pairs online. I didn't know initially they'll ship from China, so that was a bit disappointing; however, the biggest disappointment was to receive 2 pairs of fake ( terrible fakes too, one cheap plastic box literally breaking apart) Ray Bans instead of the 6 (other brand names) pairs I actually ordered. Thank God paypal returned my money as soon as I complained. Stay AWAY! Date of experience: April 20, 2020Was told if I purchased two pair of sunglasses the second pair would be discounted $40. Went to check pricing on their website and applied coupon code which was accepted however when I went through PayPal they automatically placed order and I was charged full price. Called customer service they tell me there is nothing they can do other than make a note. I told them to cancel the order immediately. They told me they cannot cancel orders but I can return the items once received! Seriously!?!? What kind of misleading, deceitful stuff are they trying to pull? I assumed it was just a bad rep so I called back and received same response in a more hateful attitude. I'm assuming it's their policy to hook you then hope you don't waste the time returning the items. Either way I will never do business with this outfit again! Date of experience: September 28, 2019As a big fan of online shopping I have dealt with many different companies in my lifetime. The universal Store, Culture Kings, Roxy Australia and Myer to name a few. These companies were all able to process refunds within five days. I have been waiting five weeks for my refund from sunglass hut. They sent me out a replacement item after I clearly selected refund on the form. I had to return the item for a second time, even after contacting customer support and getting the shipment changed for it to be sent directly to their warehouse. They made me wait again, for them to receive an item I never asked for or even had in my possession. It's been received weeks ago yet I am still waiting. Will never shop with then again. Terrible quality Chinese products, even worse customer service. Tip for consumers:Don't expect a refund despite it being guaranteed Products used:Versace Service Value Shipping Returns