Sunglass Hut Reviews 

Returned a pair of sunglasses that didn't fit at the end of May, still no refund and whenever I contact them to ask where it is they tell me different timeframes for the refund and then cut me off!! Utterly appalling customer service. I was going to buy some different sunglasses with the refund but after this experience I will never spend with them again. Avoid like the plague!

Update 25th June: Had an email telling me that the refund request has now been made and will take 5-7 business days from now... I returned the sunglasses on the 29th May so they will have taken a month to refund my money. Great example of how to lose customers, well done!

Kayla in the Southampton store was amazing. She was so nice and friendly and was really patient with me whilst I faffed around with which pair to buy. Absolutely unreal customer service :)

I was very satisfied with the help of Joshua and Sahara, Joshua was up front and told me directly what suited me and what didnt, i beilieve he was genuine and wasnt just about the sale.. Sahara was kind and made me feel relaxed and made me feel very welcomed. Both very nice honast people.

I ordered RayBan Meta glasses on June 7th. Store pick up was set for 2 hours. The store never received the order. I drove an hour and the glasses are in stock but because the store's system was down the store could not receive the order and could not give me the glasses. I wasted three hours that day. I called Sunglasses Hut on June 8th and talked to a supervisor who advised that they would process a cancellation so that I could order from a different store. I was given Case # cas-6920825-q2n4s3. I called back on June 9th and talked to another supervisor who advised that she personally put the cancellation order in and added it to the case notes. I called twice on June 11th and was advised that they could not cancel the order. They still have not shipped the glasses to the store and they still have not processed the cancellation. Customer strive has been unhelpful.

Sunglass Hut has officially earned my frustration.

On Sunday I ordered a pair of glasses and paid an extra $25 for overnight shipping because I needed them quickly. Total cost was around $300.

Apparently Sunglass Hut outsourced the delivery to a company called Roadie. The problem is that Roadie never even picked up the package, so it was never delivered.

When I contacted Sunglass Hut, I was told it was Roadie’s problem.

When I contacted Roadie, I was told that because nobody ever picked up the order, it had expired and there was nothing they could do. Their advice was to contact Sunglass Hut.

So I contacted Sunglass Hut again. And again. And then a fourth time.

Their solution? Open an investigation that could take up to three weeks.

Let me make sure I understand this correctly:

• I paid around $300 for a product.
• I paid extra for overnight shipping.
• The delivery company never picked up the package.
• I never received my glasses.
• No replacement has been sent.
• No refund has been issued.
• And now I’m expected to wait up to three weeks while they investigate what happened.

At this point I don’t have the glasses I paid for, I don’t have my money back, and neither company seems willing to take ownership of the problem.

When a customer pays for overnight shipping, the expectation is simple: either deliver the product or promptly make it right when something goes wrong.

This has been one of the most frustrating customer service experiences I’ve had in a long time.

Sunglass Hut UAE hides return exclusions for certain products — I only found out after buying Meta AI Gen 2 glasses online. They held my glasses with zero communication, never called, their customer service email is non-functional, and chat support is painfully slow. Completely unacceptable service.

Complete and arrogant disaster. For years and years we are buying sunglasses at this place. Always with good service. The last three pair of sunglasses we bought, one of Ray Ban, got a srew missing and went back to the store. The size of screw was not available so a smaller screw was put in. Resulting the polarised glass fell out and broke. Today went back to the store and they could only replace the broken glass telling me to come back on Monday.as they were not authorised by the manager Andrea Carmilo. I have many hotels to run, inside and outside Portugal and don't have time for this nonsense. I left my warrantee and service note, buying a new pair somewhere else. I hope storemanager Andrea Carmilo and country manager Tiago Sobreiro will manage a better guest / buyer experience. This is below any experience level.

I was in one of the Kildare stores.Susannah was very friendly and professional i bought the glasses because of her absolutely fantastic service!

Contacted the support team regarding glasses that broke in the case supplied by them.

The lense of the glasses broke in one lense whilst in the case, they had been fine just before as i took them off and put the in the case to go into the shop.

The support team kept asking for more photos then sent me to a place to upload these photos which came back and said i have to pay 120 to replace ??

These were broken whilst in the case provided this was not by any user error.

Had a receipt with item not opened and it’s been a moth and I haven’t received my money back. I’m paying interest in. Reddit card for something I did not own! Call and the manager is nonchalant like WTF there is no reason why they should not care I have been patient and kind mind again I had receipt in hand and item not worn or used it was a following day return transaction and the worse part is that they don’t care horrible! Horrible customer service!

Lens fell out of glasses and chipped. The lens should not fall out i was told that i should have bought the tightenining tool for 20 euro and that I should tighten the glasses every week. The staff member was the assistant manager who was extremely rude and unhelpful. Wont be going back.

Terrible customer service. Ordered glassed 14 days ago. Nothing has turned up. Spoke to customer Services. They are unwilling to cancel the order. When contacting the Courier Company I am getting an error message. Spoke to SunGlasses helpline. THey have no information of when the order is going to be delivered and will not refund.
Will have to make a claim through Credit Card company. Terrible hassle.

I am beyond disappointed with my experience with Sunglass Hut. Almost two months ago, I purchased two pairs of Meta glasses. Shortly after, I fell seriously ill, and as a disabled individual, I had to return the glasses due to my circumstances. I followed their process, returned them promptly, and yet, here I am, nearly two months later, still without my refund—over £1,000 of my money. Every single time I reach out, I receive the exact same vague response: “We are still verifying this internally; we will get back to you.” There has been zero progress, zero accountability. As someone who relies on every penny, this is absolutely unacceptable. Sunglass Hut has shown complete disregard for their customers, their stated refund policy, and basic human decency. I am furious and I strongly urge others to be cautious when dealing with this company.

I ordered Ray-Ban Meta 2nd Generation glasses (Order SGH-AE-4634) from Sunglass Hut UAE and, after waiting approximately one week, received a completely different product: Miu Miu sunglasses.

After reporting the issue, Sunglass Hut acknowledged that the wrong item had been shipped and arranged a return. However, despite numerous follow-ups, I was repeatedly given generic responses stating that the matter was being reviewed internally and that I should remain patient. No confirmed replacement timeline was provided.

What made the experience more frustrating is that Sunglass Hut's published FAQ states that customers who receive the wrong item can visit a store for an immediate exchange. When I requested exactly that solution, customer service informed me that it was not possible and that I would need to wait for a replacement shipment instead.

I have spent considerable time following up on an error that was entirely caused by Sunglass Hut. While the company has acknowledged the mistake, the communication has lacked clear answers, firm commitments, and a confirmed resolution date.

As a result, I have filed a formal complaint with the Dubai Department of Economy & Tourism Consumer Protection and retained all supporting evidence, including order confirmations, shipment records, photographs, and customer service correspondence.

I was sent the wrong glasses then when I advised them and asked how to
return them they asked for photos of the ones sent, together with a second e mail saying that if I didn’t respond in 2 days they would close the case. Still waiting to hear if it’s possible to return a pair of glasses that I paid for but didn’t order. Worst customer service I have ever encountered.

Purchased a further set of Raybans - different style. Great service. Stunning shades as per. Thank you.

I contacted them to adjust the price to reflect the promo code. Their online chat was frustrating! I waited 25 mins just to get an agent I didnt know if I was still online bc there was no indication. Finally, Laura came on but she was unresponsive for 10 mins after I msg her! I also tried calling on a Sat within the time they're supposed to be open and ended up hanging up on me bc recording said they are closed. Very poor online and phone customer service!

Don’t ever go to this store the manager Sean has horrible customer service and called me a liar and said everyone lies and did not want to accept my return even when he agreed that when he sold me the sunglasses they were dirty, I will be contacting Sunglass Hut Corporate and have them take care of my it.

Bought some £300 sunglasses with click and collect. They arrived too late so I bought others and I don’t want them. I was supposed to be automatically refunded for them over a month ago and sunglasses hut haven’t refunded me. No one answers their phone and their online customer service are just leaving me hanging as the shop are apparently ghosting them too. I have had to raise a dispute with my credit card company. Would never buy from them again. Pretavoir have the same glasses for much cheaper and don’t have abhorrent customer service.

I got a pair of glasses off of Suzanna, she was very helpful, chatty and kind. Would definitely recommend going there if you are in Kildare Village. Got wide range of glasses to look at too that are high quality etc.