Sunglass Hut Reviews 2,788

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.

First time buying on the site since the store didn’t have the sunglasses I want. Never received, ask for a refund to my gift card and still no response. Follow up multiple times, placed my order since 1/19/26, it is now 2/5/26, no resolution or refund. Customer care just stopped responding.

Bought a pair of sunglasses from Gatwick terminal told I could go to any sunglasses hut to have them altered if need to. So while on a cruise I went to sunglasses hut in Antigua who kindly tightened them for me. only noticed they had been bent once I had set sail. Went to London sunglasses hut to try and fix them. They wouldn’t touch them. So I contacted the customer service online. They will NOT help I was told I had to liaise or take them back to Antigua to fix them!!! I live in the UK!!!! Absolute joke!!! Never buy from these people !

UPDATE: Sunglass Hut replied to my review and provided an email contact. I documented my experience in detail, only to receive a response stating that my sunglasses had been delivered to the store and were ready for pickup—as though this were good news. It was clear that “Jason” had not read my email, which explicitly stated that I was waiting for a refund. The response also included a link to a form I was required to complete yet again to document my situation. It is unclear why, after multiple online chats in which representatives assured me my refund was being processed, no one had previously provided this form. I filled out the form and submitted it, but in the meantime, I received a notification from PayPal that they had resolved the issue and the refund would be issued on February 5th. The transaction is pending on my credit card, so I am confident the issue has been resolved. I appreciated the response to my review, but I can't give Sunglass Hut any credit. Their customer service needs some serious work.

Horrible experience trying to get a refund. I’ve had multiple online chats—good luck reaching an agent by phone! Each chat ended with a promise that my refund would be processed, but over 30 days later, I still haven’t received it. My case has been escalated three times, each time with assurances that the finance department would follow up—nothing happened. I purchased the sunglasses with PayPal, so I’ve now had to turn to them for assistance. Extremely frustrating and disappointing.

Customer care not helpful, and do not respond, call wait times are bad, they do not want to assist with returns whatso ever
Will never buy from sunglass hut again and will avoid their main group company overall, honestly this is the bottom of the barrel worse then even ebay stores

Honestly if there is any issue it will be a battle and waste of time for you,
Mine was a simple return case which I tried to lodge a cancellation even before shipping which was denied, they were however able to update the address due to it being wrong

1/10 just avoid

Do NOT spend even a penny over here

I purchased a pair of Persol sunglasses ($502.01) along with the Sun Love Protection Plan. A few days after receiving them, a light breeze caused the glasses to fall from my face and hit the ground, resulting in a cracked frame. For a product at this price point, this raises serious concerns about durability and material quality.

I contacted customer service multiple times. After being encouraged to submit a formal complaint, the company ultimately refused to take responsibility and simply repeated that the damage was “not a quality issue,” offering only to process the protection plan. No explanation was provided as to why a minor fall would not be considered a quality concern.

Additionally, the interaction itself was disappointing. There was no acknowledgment of the inconvenience, no apology, and the tone of the response felt dismissive rather than customer-oriented.

For a luxury-priced product and a well-known brand, I expected better product quality and a more professional, empathetic response. Based on this experience, I would not recommend Sunglass Hut.

Their response to my email -
“ I'm sorry to inform you that the damage to your original glasses was not caused by a quality issue. We can only process the Sun Love Protection Plan.

Please contact us if you have any additional questions or concerns.

Again, thank you for contacting Sunglass Hut. Have a great day!

Best Regards,

Aidon L.”

I placed a digital order for a e-gift card. They processed my $200 payment but the recipient never got it. When I called, they acknowledged receiving my order & money, confirmed the email address & that it wasn’t sent but said it would take 7-10 days to clear it up. Spoke to a manager who also refused to send the gift card & kept repeating that it would take 7-10 days….The pony express was faster.

Absolutely horrified at the customer service I have received with regards to a order I’ve not received been told 3 times by customer service refund being processed and still nothing also advised as a goodwill they would send me 30% of discount and guess what didn’t receive that either

Ordered in 1st January..still not received by Evri ... surprise surprise....
Been sending sunglasses hut all the comunaction that I've had with Evri .. apparently they got lost 🤣🤣🤣.and they still say they need to look into before the refund ..
Why don't u read Ur bad reviews and sort out the courier service u use ...can't order from u no more as don't want them getting lost again do we . Then been on phone explaining for half an hour to a person I couldn't even understand. Terrible service. U don't even deserve the 1 star .

Exceptional service at Market Mall Location. Calgary expecially Pardeep

I had great service at the sunglasses hut in gunwharf today from Katrina.

Katrina at gunwharf on Portsmouth sunglasses hut went out of her way to find me a pair of glasses I was looking for today, when I showed her the photo I had.

Katrina found a great replica for me and she was friendly and efficient.

Would love to give zero stars.
I went into Sunglass hut to see about a refund and to I could have a refund. All they could give me was a gift card which would be no good to me. The Sunglass I wonted to get refunded where in good condition with tags still attached. The glasses could still be sold. The only way I could have a refund was if I had bought the glasses on line.
I personally can't see the difference between buying sunglasses on line or in person. I tried to explain that I could go into any other shop with a valid recite and they would gladly give a refund.
I'm never shopping at Sunglass hut again.

Useless! Get an email with code 50OFFOVER200W26 which states £50 off when you spend £200+. There are no restrictions in the message, so spent ages looking online, select a pair of Ray Ban Meta, add the code which says it’s accepted but at checkout it’s not applied. So, chat online to a useless person who after taking forever to respond to each point stated that the product I wanted to purchase was not in scope. Thanks for wasting my time with miss leading emails that don’t give you what is marketed once your online. Really love wasting my time like that with false advertising. To add Insult to injury the slow responder had the audacity to ask me if I was still online when I didn’t reply within seconds!?! zero empathy, zero solution, customer care here is about as useful as a chocolate teapot! Go elsewhere, save yourself the disappointment and then lack of care or even appreciation for flagging the issue. Never again, my custom will go elsewhere permanently.

I bought last year in April sunglasses Holbrook one of the Sunglass Hut store at the Oxford street , on December first time I was wearing them on my vacation and during the cleaning one of the lens jump out of the frame completely, I wasn’t pushing so hard or anything like that .. the quality is very poor , very disappointed by Sunglass Hut !
Will definitely never buy from Sunglass Hut Again , One of my colleague gave me warning to not buy sunglasses from them .. now I understand

Update: This has been resolved by Sunglass Hut. Thanks for the follow up. SGH took responsibility for the lost shipment and will be reshipping the order. Hopefully not through USPS.

I received a pair of sunglasses from Sunglass Hut that were damaged. I returned them to the store and they ordered another pair. Sunglass Hut shipped them via USPS. I got a notification that my package was delivered to a parcel locker. I went to my local USPS branch to pick them up and they told me there was no package. I filed a claim with USPS - which they denied. I filed an appeal and that was also denied. So I paid $208.38 to Sunglass Hut for a pair of sunglasses that no one seems to have. Sunglass Hut says they can't do anything about it. Don't have a clue what to do next.

If i could leave less than 1 star i would. I ordered a pair of sunglasses online as they were sold out in store. i placed the order 2/12/25. The glasses were $240.00. I hadn’t heard anything about dispatch by 14th dec so I emailed twice and phoned the 0800 number-got it through to a message service where i asked for a call back-which never happened. i went into my local sunglasses hut where Portia was amazing and she phoned to find out the order had been cancelled-i never received notification and I would be contacted about a refund. 25 emails later… 🤬 i still do not have my refund… there was a ‘glitch’ so it could not be applied to my vias so i was asked if i wanted an online credit (so funny it’s ridiculous-i won’t be buying off this comapny again ever…) and i have provided my bank account details which customer service are saying is in a different name????!! Same name on my order and bank account from my end. And still not refund. Even when-and if i ever get the refund-I’m told it will take 15-35 business days to process…. I am beyond frustrated and my request to speak to a manager have been ignored. Do NOT order form these guys-they are incompetent and demeaning to their customers.

I am extremely disappointed with Sunglasses Hut. I placed my order on the 30th of December and was told it would take 5 business days. It’s now the 11th of January and not only have my sunglasses still not arrived, my order status does not even predict the delivery date and it not even out for delivery.

The lack of communication makes it even worse. I’ve sent multiple emails trying to find out what is going on with my order and I have not received any explanation or response. This is unacceptable service for such a big brand. I just want the product I paid for which was a Christmas present, instead I’ve been left waiting with zero updates and no support. I would not recommend Sunglasses Hut based on this experience and will seriously reconsider ever shipping here again!

I had a purchase a gift card last year and i havent received it even confirmation email ! after 6 days i contacted them to what is going on for my purchase !? after 2 times they send me back by email the detail of gift card , which i dont need anymore as the Sale has gone .
which obviously there is an issue to providing the service which they are selling on online platform .
due to lack of service and not proving by purchase i ask for full refund but they claim that there is no such a thing for gift card according in their policy !
I am taking them to UKICC/ Uk standard if i havent got my result back .
case number :CAS-5070196-L2T2P2 CRM:004722941