Sunglass Hut Reviews 

Luis the store manager at Sunhunt edinburgh st James quarter is absoutely a professional with a top class customer care support. He went beyond my expectations and truly essembles a quality of a 5 star service. Thank you Luis Im so pleased with my glasses.

Awful Customer Service and No Response to Formal Complaint

I’ve had an extremely disappointing experience with Sunglass Hut. After an issue with my order, I contacted them multiple times and received no replies at all — not to my emails, not to my follow-up messages, and not even to my formal complaint, which they completely ignored.

The lack of communication is shocking for a company of this size. I’ve been left with no support, no resolution, and no acknowledgement whatsoever despite giving them plenty of time to respond. Customer service has been absolutely unacceptable, and I’ve had to escalate the issue myself because they refused to engage.

I would strongly advise others to think twice before ordering. Companies shouldn’t take people’s money and then ignore them when something goes wrong.

I ordered some sunglasses online and paid extra for gift wrap (a black Sunglass hut box) which comes with a personalised note. The gift wrap box arrived looking like someone had already torn it apart, the gift note was someone else’s and the sunglasses inside had an extremely loose arm on one side compared to the other. The website only allowed a return without gaining a refund for the gift wrap. I contacted customer service for a full replacement which they said wasn’t possible & my only way to get the gift wrap, note and glasses again was to return everything and reorder. I said I wanted to ensure I was refunded the gift wrap but would not be reordering. They advised I would get a full refund, sent me a return label and a 30% off voucher. I returned the items to find they would then only refund the sunglasses and not the gift wrap (so effectively they have stolen £4.99 from me as I was most clear I wanted the whole lot refunded). I tried to put a claim in for the £4.99 and so far have failed. To return the items I had to print a label at my own expense, then drive 5 miles to my nearest UPS point as there isn’t one near to me (again, at my own expense). Thought I’d check out the 30% code they sent just for fun… lo and behold, it doesn’t work. It lists all the brands it doesn’t work on and the brand I tried isn’t on that list, but the code did absolutely nothing. So to summarise, my online order turned out to be someone else’s return, and i have ended up paying out money to end up with absolutely nothing. Won’t be purchasing online from them again. Just a simple refund of the gift wrap as I asked and I wouldn’t be writing this at all. But I can’t ignore the entire farce and not warn others.

UPDATE: Since posting this, and putting in a claim through Klarna, I have received my full refund.

I purchased a pair of Ray Bans from Sun Glasses Hut at Black River Park. After a year noticed the lenses peeling at the edges of the glass and frame.

Took it in and it was booked in for repairs. Got it back and never noted the Ray Ban logo was not on the lense.

After about 3 years the same thing happend and I took it to an optometrist to assess and was told that it was not Ray Ban lenses but fake polarized lenses.

Then it made sense why the view was not as it was suppose to be.

I called and was told call here call there. So I won't be supporting this company again in the future.

Do not get your glasses from this place. They ship from overseas without letting you know and eventually you'll end up having the same migraine and nightmare I'm dealing with. 8 days no delivery since dispatch(ETA was the 12th.) they said the parcel was returned to sender and they have me waiting until they see it actually return but that's not my burden to hold. Spoke with numerous agents "Larissa, and other names which sounded fake compared to actual accent of agent" They have the most dodgy customer service there is. Speaking to a manager is impossible and they will end the chat when they don't have anything else to say or tell you just go chargeback with bank. Absolute nightmare dealing with them like I said 8 days now they say they had "technical issues" with ups who knows what they're doing with my money. DO NOT BUY FROM THEM. I've been on the phone with them since sunday and they're still not returning my money and telling me to wait. Horrible horrible horrible.

Be carful ordering from sunglass hut - they have a flawed system where you cannot cancel the item you literally just orders, it has to be delivered and then you have to return it yourself.

awful system and an incompetent design.

I recently had a great experience at Sunglass Hut in Chatswood. Saba helped me with a repair to the arm of my sunglasses and was fantastic. She was friendly, efficient, and genuinely helpful. The repair. Took less than five minutes, and the service was above and beyond what I expected. I really appreciate the great service!

Faulty product and no accountability from Sunglass Hut

I purchased Versace sunglasses from Sunglass Hut’s Malaga outlet in July 2025. After 3 months of very light use, the arm completely snapped off at the lens — a clear manufacturing flaw that Sunglass Hut staff themselves acknowledged as a known issue with this model.

Despite this, the company has repeatedly refused to issue a refund, insisting their 30-day return policy applies. This is incorrect under the Consumer Rights Act 2015, which clearly states that faulty goods must be refunded if they fail within six months.

Instead of taking responsibility, I’ve been passed between different customer service agents and told to deal with the foreign store myself. This level of service is unacceptable for a supposedly premium retailer.

I’m now escalating my complaint through Trading Standards and the Consumer Ombudsman. Be very cautious before buying from Sunglass Hut — once they have your money, you’re on your own.

I needed the item by the end of the week and this was clearly achievable by the delivery date online. UPS has shown repeated “delayed” and changing status messages, and Sunglass Hut customer service has been unhelpful/regurgitating standard lines about the delay and to wait for further investigations - never emailed any of these investigation results. When I repeatedly contacted them I was told they had contacted UPS and would update me, but no meaningful updates ever arrived.

After a week of chasing, the company cancelled the delivery without proactively confirming my refund. I still have no written confirmation of when my money will be returned.

UPDATE: Package arrived out of the blue following confirmation I would get a refund. Not a great experience overall. Easier experiences elsewhere unfortunately but speaking on the phone is so much better than email or messenger.

I am extremely disappointed with Sunglass Hut ( Westfield London ). I specifically bought the smaller size 50mm of the Ray-Ban Meta glasses Gen 2, but your store gave me the larger frame instead and I only realized after I left the country! Now I’m stuck with a pair of glasses that look absolutely huge on my face and are completely unwearable.

This is unacceptable. I trusted your staff ( Aiden ) to provide the correct size and now I can’t even exchange them because I’m no longer in the same country. For the price I paid, this level of service and attention to detail is beyond disappointing.

I expect an immediate solution either a proper exchange process for customers abroad or a refund option. Your mistake has left me with expensive smart glasses that I can’t use at all. Fix this, please.

Nice experience

For anyone looking to buy sunglasses I can not recommend going to sunglasses hut in Brighton. The sales person Dean couldn't have done a better job. He was friendly, informative, professional and had plenty of life experience with the sunglasses from a sporting background to general use. He gave me all the time in the world and I left feeling satisfied I had bought the two best sunglasses that worked for and suited me. 5 star for sure.

⭐ 1/5 — Extremely Disappointed with Sunglass Hut India

I recently purchased a Giorgio Armani sunglass worth ₹17,500 from Sunglass Hut, expecting a premium product and professional service. To my utter shock, the product that arrived appeared tampered, clearly used, and repacked.

Despite raising the issue immediately and making multiple calls and sending several emails to their customer care, there has been absolutely no response for over a month now. The level of indifference, arrogance, and lack of accountability shown by the brand is extremely disappointing—especially from a company that claims to deal in luxury eyewear.

I strongly regret making an online purchase from Sunglass Hut. This experience has completely eroded my trust in their brand integrity and customer service. I would urge others to exercise caution before buying from them online, as post-purchase support appears to be non-existent.
viswanathan
Trivandrum

This is the worst company I’ve ever dealt with! Ordered a pair of Maui Jim sunglasses online and received Versace women’s sunglasses. Called the company after several attempts to find their customer service number and the rep told me they’d ship the pair I ordered in time for my vacation within two weeks. I asked the rep if they need me to send back the sunglasses they erroneously sent me before they’ll send me the glasses I ordered and the rep told me I don’t need to send them back. A week later I saw no progress regarding my order being shipped so I called customer service for an update. This time they told me I need to send back the sunglasses they erroneously sent before they’ll send me the sunglasses I actually ordered. Needless to say I was not going to have them by the time I was going on vacation. Very disorganized company, can’t get orders right, you get contradicting information depending on customer service rep. There are plenty of places that offer a large variety of sunglasses, save yourself the headache and go with a more professional company!

Great service

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.