Sunglass Hut Reviews 2,725

I orderd prada sunglasses..then found out I had to wate as they were comeing from Italy...i was a bit onshore aboute the hole thing ,
But they arrived in 3 day's to my door in margate kent I am verry happy WITH G.L.S shipping and sunglasses hut ...DO NOT TAKE ANY NOTICE OF BAD REVIEWS IT IS RUBISH...thank you guys I will be shopping again with you

Please be careful ordering from this company quick enough to take your money but then don’t send the E vouchers to you when I went into my order. It stated that there was no pending orders or transactions. yet I have sent them the proof that I have paid. I had no confirmation email or order number sent to me And the online customer service team do not want to help. Shop elsewhere as this company is a joke quick enough to take the money but do not send out the goods.

### Absolutely Awful Customer Service – Avoid If You Value Your Time

I recently ordered a pair of Meta Ray-Bans from Sunglass Hut and immediately contacted them to **cancel the order and request a refund**. I was told it had already been dispatched and that I'd just have to **return them once they arrived**.

Fair enough — but that's where the problems really began.

Their **customer service hours are 9 to 5**, which also applies to their *online* team. That’s great if you don’t have a job, but completely useless if you work full-time like most people. I managed to initiate a return through their automated system, which claimed I would receive a **return label and instructions by email**. That email **never arrived**.

When I called, I was told I needed the **serial number on the glasses** to proceed — despite already providing my **order number and personal information**. Unfortunately, I had already **reboxed the item**, so they refused to help any further.

I tried again online, answered all their follow-up questions, and got a response saying they'd verify my info. Hours later, I was told **I don't qualify for a refund** — no explanation why, even though the glasses were **unworn, in perfect condition**, and I was **within the 14-day return window**.

The whole process has been **a waste of time**, and incredibly unhelpful. For a company that sells premium eyewear, their **customer service is shockingly bad**. You're on your own if anything goes wrong.

**Avoid Sunglass Hut.** Shop somewhere with a customer service team that actually functions.

Formal Complaint About Poor Customer Service at Sunglass Hut (Macy’s South Coast Plaza)

Dear Macy’s Customer Service Team,

I am writing to express my disappointment regarding an unpleasant experience I had at Sunglass Hut inside Macy’s South Coast Plaza on Monday, October 6, at around 7:00 PM.

I had purchased a pair of sunglasses from this location, but due to an eye issue, I needed to return them. When I went to the store, I was assisted by a staff member named Natia, who introduced herself as the store manager. Unfortunately, her attitude during the return process was extremely unprofessional and disrespectful.

She appeared unhappy with my request, spoke to me in a rude manner, and seemed to deliberately look for reasons to deny my return, even though the return policy had not expired. I left the store feeling disrespected and discriminated against, which was both upsetting and disappointing—especially from a company as reputable as Macy’s.

I sincerely hope that management will review this situation and take appropriate action to ensure that other customers are treated with the respect and courtesy they deserve.

Thank you for your attention to this matter. I look forward to your response.

Terrible experience with Sunglass Hut. I ordered Ray-Ban Metaglasses and received what looked like a used pair — smudged lenses and a huge scratch right on the frame between the lenses. I called customer service and was promised a replacement with expedited shipping. That never happened. My order was returned with zero communication, and when I finally got an update, I was told it would take 15 business days.

This delay completely stopped my business from running properly. The lack of professionalism, poor communication, and failure to follow through is unacceptable. For such a well-known brand, I expected way better.

Ordered 2 pairs of glasses to pick up in store, both were supposed to be there that day but had to wait nearly a week for the second pair to be ready to be picked up with no information given as to why this was the case. Ontop of this my credit card was charged an extra £164.50 as a separate transaction to the over £500 I had already spent without me ever buying anything else off them! Trying to speak to customer service about it is an absolute joke just go round in circles saying it's being investigated internally but not doing anything. Can't give me a reason for why I've been charged twice for a random amount, seems suspicious and shady. Currently no closer to getting the money back that they've essentially stolen from my bank account, awful company avoid like the plague

TERRIBLE WITH ONLINE ORDERS AND CUSTOMER SERVICE. TOTAL JOKE.

I purchased a pair of Ray-Ban Meta Wayfarer Green Transitions from this location (Tyler, TX, 4601 S Broadway Ave, Store #4518) in June. Unfortunately, when I received them and tried to use them, they were faulty right out of the box with connectivity issues.

I immediately contacted the store and spoke with the manager, Anthony. He assured me that the issue could be handled under warranty and that he would work on getting me a replacement. Over the following months, I called repeatedly and was continually reassured that they were working on it. Eventually, Anthony told me that the Gen 2 version of these glasses had come out, and that I could get those as a replacement if I paid the difference in price.

Throughout all of this, I emphasized that this was a warranty issue for a defective product, not regular wear and tear. I even mentioned that Ray-Ban themselves required a service ticket for this kind of replacement. Despite multiple detailed discussions, Anthony waited until today to finally tell me that he would not honor the warranty. Instead, he said I would have to use the insurance plan I purchased when I bought the glasses — which also requires me to pay a co-pay plus the price difference.

When I asked instead for a refund, Anthony told me he could only issue refunds within the first 30 days — months after the fact — despite the fact that he was the one who had been reassuring me over and over that he would replace them. It feels like he deliberately stalled until the warranty/refund window closed, almost as if the goal was to make sure I had no option left but to pay more money.

What makes this worse is that Anthony explicitly stated that from a company standpoint, Sunglass Hut does not believe that any product they sell could ever be defective. This means that even if something is clearly broken out of the box, they treat it as if it’s not covered under warranty.

To me, this means that if you buy from this store and the product is defective right out of the box, even if you purchased insurance, you’re still expected to pay another $100+ and the difference in price to get a working product. That doesn’t sound like good customer service or fair business practice.

I bought a pair of sunglasses oakley thurso and whiting a week the nose pads came off. I went to the shop to try to find some help, but they couldn't help me, they said I have to go to oakley to get new ones. Then I contact sunglass hat care to get some help with warranty and they didn't help. They don't have respect for the customers, their warranties are false. Better if you want to buy sunglasses get them from the original provider as you will get better support.

I received a personalised email tempting me to buy an item I have viewed together with a promo code for £10 off.
I tried to use the code ( it worked) but the item was not eligible for the offer.
I chatted with an online agent who just kept apologising and regurgitating the same information

Would have left 0 if i could. I ordered sunglasses 8th September and not only have they not arrived, the company said my order would take 2 days to arrive but ended up being shipped from Italy to UK. Not only has the birthday been and gone, ive had the pleasure of watching the sunglasses get more stamps than my passport visiting Carpi, Milano, France and the south of the UK only to go missing for 2 days and end up back in Italy! I WANT A REFUND! Im sick of UPS wasting my time and im sick of Sunglasses Hut live chat every single day for 2 weeks! Why dont you tell customers that what you are ordering aren't in stock in UK? It would put a lot of us off and probably halve your complaints! Never again will I deal with this company its caused nothing but stress!

Having ordered 3 rayban meta glasses, totalling £957, they were all not as expected and required returning. Using all 3 prepaid labels, the whole order was sent back almost 4 weeks ago - yet still no refund. CS told me ups had investigated and still i have not been refunded.

Unless you want to loose almost £1000, stay away.

DO NOT RECOMMEND, SCAMMERS.

Bought an item from the company in August.

It was then lost by the courier and I only received an update when I chased.

Informed the company that I'm leaving the country and when I'll need them by, proceeded to have to wait 48 hours even though I was assured that it would be hastened.

Now it's a month later, I'm £120 out of pocket, and still not received the item. I've asked them to keep it and refund me.

I would highly recommend avoiding.

Over €100 down the drain. Sunglass Hut (Amsterdam Sugar City Plaza) sold me Oakleys which lenses developed white spots while stored safely. When I raised the issue, both Sunglass Hut and Oakley hid behind expired warranty rules, threw generic copy-paste emails at me, and even suggested the peeling was caused by things like sweat, sunscreen or ‘thousands of chemicals’ (yes, really).
Their big ‘solution’? A 30% discount to spend even more money on the same trash. No refund, no accountability, no responsibility.

Premium prices for disposable products, backed by customer service that treats you like a nuisance. Never again.

Purchased a pair Ray-Ban glasses on Saturday 13th September, but as states on there website it would be ready to collect the same day in the reading store, only for them to say that is incorrect and I had to wait 2-5 days, now I received a email this morning to say they cancelled my order because they do not have in stock. Bullshit company waste of time. Will never buy from them again.

It was quite day on Saturday13/9/25. This extraordinary staff(Marlyn or Marylyn Tongan girl) from retail store in manawa bay(sunglasses hut )goes above and beyond to get the customer satisfied while buying pair of glasses.

I guess she should ne appreciated for her immense hard work. She spend more than an hour to help my wife getting her glasses.

Went in for a repair at Sunglass Hut at Daytona Beach Tanger Outlets, and “Josiah” helped me. He was very courteous and went above and beyond. Very friendly and personable and a true customer service ambassador for Sunglasses Hut. I even made a purchase. If you need sunglasses go see Josiah, you won’t be disappointed.

My old address was attached to my account and even though I emailed them the day of my purchase they couldn't change it! Made a few purchases either in store and online in the past, never again!

Tried to purchase a few pairs of Meta AI glasses for use at a blind charity for visually impaired people. No matter what payment method I used the transaction would immediately fail so quickly with an error, I knew it wasn't even trying to contact the issuing bank (and I was not getting any failed transaction messages on my banking apps) asked online support who said try again in 24 hours. No difference. Asked online support again. They told me to try ordering fewer pairs. Same issue with only ordering 2 pairs. Emailed customer service who after a couple of days told me the solution was to go to one of their stores and make the purchase instead. This is a two hour round trip for me so it's not happening. Whoever heard of a business where for no given reason the customer simply can't buy items and apparently there's no solution? I've never encountered this before. Avoid.

To the lady working in your 332 Oxford Street store who rudely told my wife to leave the store when she attempted to shelter for a few moments from a sudden heavy downpour of rain - I purchased my daughters,wife’s and my own sunglasses from your Trafford Centre store but I’ll never spend a penny more of my money with Sunglass Hut ever again - your customer service STINKS !