Sunglass Hut Reviews 

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.

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.

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 .

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.