Sunglass Hut Reviews 

I have had the worst customer experience, with a product that was not cheap!
My family bought me sunglasses as quite an expensive gift (Prada). I went to a store shortly after (within 14 days) to have them exchanged, still boxed, unused as new. I had a chat with the store manager and whilst I was reluctant to tell my family I didn’t like the gift they had bought me, he insisted I get the receipt from them, and he will happily exchange them. I came back albeit past the 14-day period, another store assistant said I could not exchange them because they were an online order, so I left. After researching I found out this was not true. I then contacted the manager who said he would exchange them, so I sent him the receipt. After this he then said he could not because the receipt wouldn't work in his system!! He said I should reach out to customer care.

I emailed customer care multiple times and they have not been helpful either. They continue to maintain it’s been over 14-days, and nothing can be done. Without listening to how we got to this stage. The experience is like getting and automated response which is so frustrating when there is no acknowledgement from them! This has been the worst experience, and I would never buy from them, ever. Nor would I recommend that anyone does either!

Purchased 2 glasses from store but when home glasses case was not in one of the boxes. Advised by customer services to call store. Called several times no answer.

Eventually store called back I advised them they hadn’t put the glasses case in the box for one of the glasses. They said we had to go all the way back into store to get as they wouldnt send out. 😳. These were not cheap glasses and I should not have to do this. Customer service non existent

Do not buy from this company - the worst customer services I have ever experienced.
Expensive glasses arrived with one of the lens in the bottom of the case (so no quality control) after 4 days no second response on a replacement from them ! They just ignore you !!! I think the only way to get my money returned is to travel to one of their shops . I did want an exchange but I won’t be giving them my money now or ever again . Absolute Disgrace .

I placed an order with Sunglass Hut on 23/04/2026 for three pairs of sunglasses: two Prada models and one Ray‑Ban. Only the two Prada items arrived. The Ray‑Ban pair was never delivered, and I was never given a tracking number for it.

What made the situation worse was the repeated misinformation from customer service. I was told to go in‑store to resolve the issue, only for the store to tell me they couldn’t help at all. This resulted in wasted time, unnecessary travel, and even more confusion.

After raising a complaint, Sunglass Hut offered a “30% promo code” as a goodwill gesture — but the code cannot be used on Prada products at all, and they openly admitted that it is unusable for my situation. Offering a gesture that doesn’t apply to the items involved is not a resolution.

Despite acknowledging the inconvenience and the fact that the code is useless, they refused to offer anything meaningful or appropriate. The entire experience has been frustrating, unprofessional, and far below the standard expected from a premium retailer.

I will not be ordering from Sunglass Hut again based on this experience.

Absolute joke of a company. I tried to return an order, but there was an issue with the returns process that they’ve completely failed to resolve.

I’ve contacted them multiple times asking for help, and they’ve refused to properly fix it or move things forward. I’m now out around £1000 with no resolution.

Customer service has been completely unhelpful, and it honestly feels like they’re just holding onto my money.

I really wish I had read the reviews before making this purchase.

Avoid.

I'm writing this complaint about two of your stores, York outlet and Leeds store,,I bought some glasses at York designer outlett yesterday and today I wanted to take them back, I rang ledds store in West Yorkshire ul and was told by a ruse male I can't get a refund at this store it has to goto York outlett only, Leeds is my nearest one and I have a partner with mental health and anxiety issues that cannot travel back to York over 1 hour in a car and 1 hour back 2 hours just for £120 refund, its disgusting Leeds will not do the  refund as its the same store and company just not a outlett, its his 50th birthday tomorrow and I needed to bring them back for a cash refund same way they were bought, so I'm raising a full complaint,  going to financial ombudsman and sharing my bad experience on social media,  disgusting service I've recived expecting me to drive hours as you won't allow my local store in Leeds to refund it, 
Miss Louise finch 

My advice to everyone is DO NOT BUY ONLINE from this business. Lovely people on the phone but the online account system is slow, outdated and the information on your so called online account is days behind. Delivery times and dates are also very inaccurate. Lots of unnecessary stress and hassle, and I haven't even received the item yet. AVOID!

Do not use Sunglass Hut Online to make a purchase. They use EVRI as a delivery partner who are absolutely hopeless. Between Sunglass Hut and EVRI they have lost my order, lost the replacement order and no further update from either on whats happening now. And dont ask for the order to be cancelled and a refund as you wont get it. AVOID!!!

DO NOT ORDER ANYTHING FROM SUNGLASS HUT!!!
I order a pair of sunglasses 18th April to be delivered to the Sunglass Jut store in West Quay Southampton. I received notification from Evri ( THE UK’s WORST COURIER SERVICE) stating that my glasses were ready for collection, but when I went to the store I was told that my purchase had not arrived!!! After conducting an investigation from the delivery photograph I discovered that the parcel had been delivered to Vision Express. After talking to the manager of the store, the parcel that was in my notification was not my Sunglasses but an Amazon parcel for Vision Express!!!! I contacted Sunglass Hut who stated that a replacement would be sent out ASAP, three days later I received notification from Evri again stating that my parcel was ready for collection. But from the good map image and photo on the notification it was clear that the second parcel had not been delivered to the correct address again and was somewhere in BITTERNE not WEST QUAY!!! I called Sunglass Hut again to voice my anonymous and have been told that I’ll have to wait fourteen days while they investigate, even though I sent proof of the wrong delivery! The more mind numbing statement from one of the customer care agents was that this is an ongoing problem and that hundreds of parcels go missing from Evri, the agent then stated that the company is doing nothing to rectify the issue!!!

After trying on this specific Rayban model all weekend in store at Selfridges - I was incredibly disappointed to learn when I purchased them from Sunglass Hut that I would in fact be sent a fake product. I thought Sunglass Hut was a reputable business but please, buy elsewhere and not here, do not be fooled by the discount available just pay full price elsewhere for the real deal. What an incredible shame - the case itself felt like cardboard, and the lens so flimsy I could push out - also without the official 'RB' stamp to them. Fake products.

I’m ordered Ray Ban online and select pick up from store where they been available to pick up within 2 hours. Confirmation email said wait for email when it will be ready to be collected. So, waiting for second day.

Bought a pair of sunglasses a week ago, and had receipt emailed to me... then 12!!! marketing emails in 7 days. Respect your customers. Unsubscribed.

I had a very frustrating experience with this company and would strongly advise others to be cautious.

I placed an order for sunglasses on 25/02. I was told the item had been dispatched, only to later find out from the courier that they had never even received the parcel. After a long delay, the order was cancelled due to a “courier issue” — which clearly was not accurate.

I had used a discount code on that order, which worked perfectly at the time (including on a Chanel item). After the cancellation, I requested a replacement code so I could reorder. I then waited weeks with no proper response. When I finally received a code, it didn’t work. While trying to resolve this with customer service, the code expired.

Now I am being told:

The code cannot be reissued or replaced
It supposedly doesn’t apply to brands that it clearly worked on before
They cannot offer an equivalent solution

This situation has dragged on for over a month with poor communication, inconsistent explanations, and no accountability. The issue was entirely on their side, yet I am the one left without the product or the original offer.

A “goodwill” discount was offered, but it does not match the original purchase conditions and feels like a way to close the complaint rather than resolve it properly.

Very disappointing service and handling of a straightforward issue.

I had the most amazing sales assistant today at Sunglass Hut at ION mall Singapore. Dyen greeted me and helped me picked out a wonderful pair of sunglasses by Tiffany and Company. He was kind, pleasant and I would highly recommend Dyen, Great customer service

I ordered sunglasses online. When they were delivered I was not given sunglasses at all, someone put glasses in the packaging instead. I called the company right away. It's been over a month and I don't have the sunglasses I wanted. At this point I want a refund to get them somewhere else.

Actually if I can give this store zero stars I would. My step son purchased a pair of the Meta glasses 23 days ago as of today. There is a small crack in one of the sides. He paid $459 for them which is a joke anyways. All we wanted to do was exchange them for a different pair. Didn’t want our money back. Just for them to make it right. When we got there we told the lady about the issue. She got out a box of glasses like she was going to exchange them and then she’s like let me make a phone call first. On the receipt it says no hassle 30 days. Lie. The manager Janice was a complete rude bi*** who should not be running a store. I have ran a business you don’t treat customers that way at all. She yelled at my husband on the phone saying he wasn’t going to get a new pair and told the lady working we had 2 options. We can pay another $76.00 to get another pair of glasses. Or pay the $140 to mail them in and get fixed.pay $76.00 for what. You can get them from the Ray-Ban site for $379.00. People should steer clear from any Sunglasses Hut because the fine print is bullshit. And the fact the my husband had to hold the phone away from his ear because you were yelling at him is way out of line. You are definitely NOT fit for your position

The payment options is so bad i ended up paying 2 items instead of one!! I emailed the support and they are just ignoring me!!

I would strongly advise against ordering here. The customer service is extremely unhelpful and does not take complaints seriously.

I purchased a pair of Tiffany & Co. sunglasses, and I am not exaggerating when I say that within two weeks of purchase, the arm already fell off. Since then, the same issue has occurred three to four times.

For a product at this price point, this level of quality is completely unacceptable. I paid a significant amount of money and expected much better.

Despite contacting customer service multiple times, no proper solution has been offered. I feel completely dismissed as a customer.

Very disappointing experience. I would not recommend buying from here.

Beware of miss advertisement.
I wanted to place my first order, so signed up for the emails and discount code was issued. I even had an email confirming take £10 off this type of glasses and picture if exact pair. However when you for to checkout voucher don’t work. Customer services rep rude, unhelpful and cut me off stating that voucher can not be applied. Beware of this poor customer services in case you have an issue, I guarantee it won’t be solved.

DO NOT BUY ONLINE. Horrible experience, I brought 2 pairs of sunglasses totalling just under £500. They sent them via 'standard UPS delivery', not requiering a signature or picture. The parcel was marked as 'delivered to reception', I never received the parcel and there is no 'reception' in my flat, it is a residential building. To add to the misfortune sunglasses hut informed me 'we do not offer refunds in these circumstances only an exchange if the outcome of our investigation which lasts a couple of weeks meets that criteria. As the customer you will be penalised and your money will be stolen and not returned. Worst customer service ever. Order number: 092134351