Sunglass Hut Reviews 

Returned my order to Sunglass Hut over 2.5 months ago and followed their instructions fully.

It now appears that UPS may have lost the parcel and is prepared to accept liability — but only if Sunglass Hut submits a claim. Instead of resolving this, Sunglass Hut support has been telling me the claim was “rejected,” when in reality no claim was ever properly filed.

I’m now left without the items or the refund, which is completely unacceptable.

Due to the lack of resolution and misleading information provided, I am now considering pursuing legal action to recover my loss.
Very disappointing experience overall.

30-year Ray-Ban customer. Recent experience with Sunglass Hut was disappointing.

Two pairs of Ray-Ban Reverse sunglasses developed scratches on the inside of the lenses, which I would not expect from a premium product.

I took one pair to the Doncaster store. My partner bought a replacement pair but they were the wrong size. Staff advised her to refund them and reorder online that day while the sale was still on, and provided sizing guidance.

Unfortunately the sizing advice was incorrect. When she contacted the store the next morning (after the sale had ended), no solution was offered. Customer service was also unable to assist with the lens damage.

Incorrect advice, scratched lenses, and no practical resolution.

After three decades buying Ray-Ban, I expected better.

Sunglass Hut has the worst return policy ever. I had them ship four pairs to me that weren’t available in store. I ended up keeping one and tried to return the others in the store the same day, only to find out they had to be shipped back instead. After sending them back, I was told it could take a minimum of 15 days before I might see the refund. 😑

This was my first time ordering from this company online and it will definitely be my last.

I selected home delivery, yet my order was shipped somewhere else entirely. I then had to waste my own time contacting customer service to investigate the issue, only to be told to contact the courier myself. After further back and forth, I discovered that SGH had actually shipped the item to a different address.

Despite providing proof of the address I entered, they still refused to take accountability and instead continued to claim it was my fault. The lack of responsibility and support from their customer service has been extremely disappointing.

Absolutely shocking customer service. I strongly advise NOT to shop here!

Visited the Covent Garden - Rayban Meta specialist store - Sadiq was extremely helpful as I had some questions about a latest HD update. He was so patient and helpful and spent a full hour helping me with various problems I was having with my videos. Amazing customer service.

 went to replace my damaged sunglasses using the insurance I purchased, and it turned into a nightmare. The employee who sold me the insurance originally put it on the wrong pair. I bought Burberry sunglasses and agreed to the insurance because they were expensive. While finishing the purchase, he suggested a second pair for my girlfriend at a discount, so I bought Ray-Bans for her but declined insurance on those. Because of his mistake, they had to void the entire transaction to move the insurance to the correct pair. A manager came, voided it, and left. Then the new transaction wouldn’t process due to a $1.28 sales tax difference, which I agreed to pay. After that, they tried charging a $59 deductible even though the warranty clearly stated $19.99. After a long argument and another employee getting involved, I paid extra just to leave. Terrible experience. I won’t return to Sunglass Hut

Great service at Cribbs causeway shop.
Adi was extremely helpful fitting new lenses in my sunglasses

UPDATE: I emailed them with the email that was attached to the replies below and they got back to me with a new promo code that worked for my order!

My $30 off promo code for meta glasses that I had to return no longer works. I don't understand why this is. I had to return due to it not fitting and wanting to purchase a different model. However when trying to use the $30 off promo code that I used for the returned Meta glasses, it says that it's not valid.

I have bought may sun glasses from sun glass hut, the many glass screen gets peeled, everytime within warranty also have to argue , fight and get it replaced from local store, this time i went to ask about one of DOLCE and gabbana shade, as usual, the store manager, replied so weirdly as if it doesnt matter, mr, nagraj he is.

As a client what should be done with the glass if the lens is damaged and color of frame is gone, and its not u der warranty this time

I purchased a pair of Ray Ban sunglasses from Sunglass Hut. I took them on my holiday and on my second wear the screw come out of the lens bracket therefore for the rest of the holiday I could not wear the glasses. Upon my return I contacted the store I purchased the glasses from and was told to go to an opticians or contact Ray Ban to buy a screw. I was told this is not covered under warranty but given the fact the glasses were less than 2 weeks old and worn twice I would expect the store to take some ownership and fix / replace the glasses.
I contacted SGH head office and spoke to a customer service advisor Jejomar who was as much help as a chocolate kettle and got no further with him hence my frustration leading me to write this review. I cannot believe the lack of customer service provided by SGH.

Sunglass Hut has refused to issue a refund for an order that was never received. The package was lost in transit, and I filed a claim with UPS, which was subsequently approved and paid. Despite this resolution with the carrier, I remain out $996 and did not receive the merchandise. I have contacted customer service more than eight times and have not received any meaningful assistance. This experience has been extremely disappointing.

I recently purchased a pair of Ray-Bans from the Sunglasses Hut at Swindon Outlet Mall. Alice was incredibly friendly and helped me find the perfect pair. When the item I wanted wasn’t in stock, she ordered it online for me and even applied the store outlet discount, which made it cheaper than airport duty-free! Overall, it was a great experience with excellent service from the staff. Highly recommended!

I ordered a pair of d&g sunglasses didn't even get a sunglasses box with them considering how much they cost.dissapointed.

Rebekah at the Cribbs store gave great customer service and dealt with a difficult situation superbly.

Her knowledge of the retail space is phenomenal

If I could give 0 stars I would. I found a pair of sunglasses I liked in the outlet store in Ashford. They did not have them in stock so the sales assistant told me that they could order them to my house and they would be delivered in 3/4 business days. That time passed and no delivery. I received an email receipt but no delivery information and tracking. The Ashford store is now temporarily closed so cannot contact them. All other stores I have contacted have told me that they cannot help. The customer services contact number is an AI robot. I emailed customer services and after a few days the replies saying that they have forwarded my email to the Ashford store… despite them being closed.

I bought these as treat for myself for an upcoming holiday. I’m now without my order and down £135. I can’t contact anyone of any help. I’m extremely frustrated by this. It is certain that I will never be buying anything from Sunglass hut again!!! I do not recommend them to anyone!!

I’m extremely disappointed with my experience with Sunglass Hut.
I attempted to exchange a pair of sunglasses that were received as a Christmas gift. The item is completely unworn and in new condition, but the store refused the exchange purely because the sale tag had been removed. I was told this was a strict policy requirement.
The issue is that this condition was never clearly disclosed at the time of purchase. Neither the purchaser nor I were made aware — through signage, at the register, or verbally — that removing a tag would permanently void the ability to exchange a gift. For a company that markets heavily around gifting, this feels deliberately inflexible and unfair.
I escalated the matter to customer relations in writing on January 18 and received no response whatsoever. Ignoring a formal complaint is unacceptable and shows a complete lack of respect for customers.
This experience suggests Sunglass Hut prioritises rigid internal rules over reasonable customer service. Refusing a simple exchange on an unworn gift item — and then failing to respond to a complaint — is not the standard I expect from a major retailer.
I will be reconsidering future purchases and would caution others to be very careful about gift purchases, as the returns conditions are not clearly communicated and appear designed to trap customers.

Cape town Airport the staff was really great and helpful Tyrone was his name made us welcome thanks for your help

Very unprofessional, zero customer service, and no responsibility for their own mistake. Avoid this brand.

I bought sunglasses from a branch in Ingolstadt for my travel, but their staff gave me the wrong size. The sunglasses were too big, so I couldn’t use them at all.

When I went to Alexanderplatz branch in Berlin, 25 days later to exchange them (not even asking for a refund), they refused to help and only repeated their 15-day return policy. I explained that I was traveling and that the mistake was theirs, but they didn’t care.

The staff was rude and even accused me of using the sunglasses, which makes no sense since they were too big and still in perfect condition. I was told it was “not their problem.”

Awful customer service.

Purchased two e-gift vouchers which were never received by the recipient. I believe this is because I accidentally used .co.uk instead of .com so requested with the customer service team to please change this on their end and resend both vouchers.

I have now been chasing by email and phone for the last 3 weeks and they kept telling me it has been escalated to internal teams but has still not be actioned.

Very annoying that I keep needing to chase for such a simple task especially when they keep promising it will be actioned by the end of the week and then I hear nothing back. I also asked to speak to a supervisor or manager which they refused.

Very much puts me off purchasing from them in the future.

I’ve been a long-time Sunglass Hut customer and usually purchase two pairs of sunglasses every year, so this experience has been particularly disappointing.

I placed an order for three pairs of sunglasses (£593.70), using a £300 gift card and paying the remaining balance by credit card. I returned one item valued at £204.80 while keeping the other two items, which together exceeded the value of the gift card.

Instead of refunding the full £204.80 back to my credit card, Sunglass Hut refunded £101.31 to my card and issued the remaining £103.49 as a new gift card without my consent. I did not agree to receive store credit and specifically asked for the refund to be returned to my original payment method.

I contacted customer service multiple times, including sending a corrected explanation of the refund calculation, but this was ignored. I was advised that the only way to receive a full card refund would be to return the entire order and repurchase the items, which I found unreasonable.

Due to the refusal to correct the refund, I’ve had no choice but to involve my credit card provider and raise a dispute for the remaining balance.

Considering my loyalty as a repeat customer, the level of customer service has been extremely disappointing. This experience has put me off purchasing from Sunglass Hut again. Going forward, I’ll be buying my sunglasses from Pretavoir, where I’ve consistently had excellent customer service.