Sunglass Hut Reviews 

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.

-The Sunglass Hut - Trafford Centre - Manchester
-Store Manager: Helen
I am a Ray-Ban fan, and recently broke the lens on my favourite pair.
I sourced new lenses from the Ray-Ban website and they pointed me towards The Sunglass Hut to get them fitted.
Initially the store were reluctant to help as they do not actually do repairs, despite the claims on the Ray-Ban email I received when buying the new lenses.
In stepped HELEN, Store Manager. She explained the situation, and then listened to my side of the story.
Despite not having to help, HELEN decided she would, she replaced the lenses, tightened and cleaned the frames and they are now as good as now!
HELEN - Store Manager was engaging & supportive, she really went above and beyond for me, and I am so grateful for what she has done today...I now have my favourite glasses back, and my wife is happy as I wont need to buy a new pair...well not just yet anyway.

If anyone from The Sunglass Hut is reading these reviews, then please make sure that Helen is duly recognised for her Amazing Customer Service.

THANK YOU HELEN!

No idea what is going on with their website but it wouldn't take payment, so they have lost a £400 order today!

Ordered sunglasses online. Delivery was fine but unfortunately had to send them back as they were unsuitable. The return process advised using UPS via Yeep lockers which I now know are impossible to use so ended up having to pay UPS to collect the parcel. Then had to chase Sunglass Hut for my refund. The whole returns process was very slow and communication was poor. Do a lot of online shopping and by comparison this company needs to update and speed up its return process. Wish I’d done more research before I bought from them as I’ve since had a much more positive experience with a different company. I wouldn’t say avoid, but definitely approach with caution. Can buy the same sunglasses for less elsewhere.

Do Not Buy On line from Sunglass Hut

I purchased a pair or Ray Band for collection at store. The delivery was confirmed by Sunglass Hut but was not there when I went to collect. The store manager advised me that this regularly happens and that I should contact customer services.

It took ages to get through to customer services who asked me to fill out a form and provide ID - I don’t understand why this is my problem. I ordered for delivery and collection at store. They should know that their store did not receive the goods.

Absolutely terrible service. I will never use Sunglass Hut again.

R Harte