I purchased a pair of titanium Maui Jim sunglasses 5 weeks ago
and only wear them whilst driving (aprox 4-5 occassions). On the
07th May 2002 ago they fell apart whilst I had them on and I narrowly
averted a car crash..
I took them back to Sunglass Hut Brighton UK who refused to give
me my money back even though I have the receipt and paid by my
debit card, instead they said they would send them to the manufacturers
to see if there was indeed a fault.
When they were purchased the sales assistant demonstrated that
they were indestructable and the sales assistant on returning
them to the shop stated that there was a bolt missing and that
was why they were in half.
I have on a daily basis e-mailed their Customer Service department
in USA from their web site and received a reply from XX@sunglasshut.com
who forwarded them to M J S and confirmed that they cannot overide
any procedures.
I have quoted the Sale of Goods Act 1979 and Mr S still refuses
to refund until the manufacturer confirms a fault and that this
is their policy in ALL cases. I am obviously angry at this attitude
and the fact that my contract is with Sunglass Hut and not the
manufacturer, I have no doubt that once I let the glasses go they
will find every reason not to refund as I feel their lack of customer
service already demonstrates.
I would appreciate your comments.
An email has been issued to the Company for a response. Please
submit your comments about this complaint. Have you had a similar
experience with this company? We want to hear from you.
update on 18 May 2002
Please see Right of Reply column
(above right), for Sunglass Hut's initial response.
Ms Mulholland on 18 May 2002
Thank you for your mail allowing me to see the
reply from Customer Service at Sunglass Hut. I have not had any
reply from any of their management team reversing their policy or
in fact any contact at all. They are aware that I purchased
these glasses as I am due to drive around Europe for the next six
months and desperately needed an excellent pair of glasses for driving
as I indeed still do.
I am due to leave on the 3rd of June and feel that this will not
be settled before I go. I am unable to take them to court as I will
not at that time be in the UK and feel that my hands are completely
tied. I have checked on many sites and it seems to be a problem
with Sunglass Hut and they will no doubt dispute any fault as several
consumer complaint sites have remarked, as I can ill afford to lose
£150.00 and do not have the advantage of time do you have
any suggestions as to how I proceed.
Jackie Mulholland
