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It
was interesting to note the comments re Sunglasses hut.
I have had a similar situation in that I returned goods that were not
right and wanted another pair of glasses which were cheaper. Whilst the
staff were happy to exchange the goods, they only wanted to issue a credit
note for the difference between the two pairs of glasses.
I demanded to speak to a Senior Person in the organisation there and then
and doing so I received the money albeit to my credit card. It is very
simple, they are breaking the law and their own policy by not providing
a refund on faulty goods or on exchanged products. This is wrong and should
be corrected. Oh, and by mistake I ended up with a pair of glasses £40
cheaper than they should have been...but then I lost them!
Robert Walker ....21 May 2003
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I have just had a very poor experience with 'Sunglass
Hut' today. I was given a gift of sunglasses purchased
from their Milton Keynes store last week. I wear spectacles so standard
sunglasses are no use to unless they are sighted so I tried to treturn
for refund. I was told that they 'dont do refunds' but I could have a
credit note...I find this unagreeable and wonder where I stand legally?
Incidentally, I called the coporate number on the bags the glasses came
in and it goes to a very irate lady who has nothing to do with Sunglass
Hut!!!? Does this company exist? Do they have a customer services department?
John Pochettino ... 9 July 2003
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I had a pair of Oakleys for Christmas as
a gift. I just found out that when my fiancee bought them,
they were a pair from the display cabinet. Surely, they should have new
piars in boxes under the counter? I feel very angry about this now. Same
thing was said to my fiancee- no refunds. Why is this?
Sunglass Hut in the USa give you a brand new pair in a black Oakley Box.
Strange why this is standard practice. Andy ... 29 July 2003
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On Tuesday 29th of July 2003 I went to the
Sunglasses Hut on Oxford Street opposite Bond Street tube station.
Although I had rang to find out the stores opening times and had been
told that the store was open until 7pm when I arrived at 6:50pm I was
told the store was closed. I knew which watch I wanted to buy and when
I explained this to who I assumed was the manager he rudely responded
that the store was closed and that I should come back another day.
When I asked why the shop was closed at 6:50pm despite the advertised
opening times he said that the store was closed because he cashing up
and that I should leave as he wouldn't make another sale.
Firstly, why advertise opening times if these are entirely at the discretion
of the store manager and secondly, what is gained by being completely
rude and off-hand to customers? There is no excuse for rudeness to clients.
Reading the other complaints, I am certain that I will never shop at either
a Sunglasses Hut or a Watch Hut again and I will encourage my friends
not to either.
Ms Sutherland .... 31 July 2003
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I bought a pair of Gucci Sunglasses from the branch
at Meadowhall in June. I went to wear them for the first
time over the weekend with the weather being so nice and they have a few
scratches on one of the lens. I have checked and it says that under the
1 year guarantee lens are not covered. What can I do Amanda Modd
... 6 August 2003
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I have always been satisfied with Sunglass Hut.
I have purchased every sunglass that I have ever owned at a Sunglass
Hut, particulary the Southern California locations, (Costa Mesa, South
Coast Plaza). The staff at all of the location I've visited have been
nothing but helpful and a delight to buy from. I can clearly see where
you are coming from when you complain about the product breaking, but
just like Harry Francis wrote about, sunglasses call for maintance and
care, it is obvious that most of you aren't putting your glasses in cases
or on your faces! As for Ms Mulholand, get a life.
I will always recommend the HUT. Kara Oldham ..8 August
2003
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Yeah, same problem as original post with the Hut
in Brighton. They aren't
breaking the law as they say they will give you a refund but it is a head
office process and hence you have to wait to get your money and of course
the longer they delay the more likely you will give up. I was too hacked
off to do anything other than get a replacement for my Armani shades which
had cracked lenses after only wearing them for 1 weekend! Is anyone going
to beat them up? Do all these posts help? Nick Plank ... 14 August
2003
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I have just had a run in with Sunglass Hut. I
bought a pair of Oakley's in the US and asked whether their 30 exchange
policy was valid in the UK. They said yes, my glasses developed a defect
and I returned them to the Merry Hill Dudley store. They refused any exchange
and said that Oakley would not allow them to exchange in the UK. I rang
Oakley and asked them to confirm this and the only thing they confired
is that Sunglass Hut lied and they will allow exchanges. Trying to ring
Sunglass Hut head office in the UK (020 8995 0770) for their responce
but they dont answer their phone.
Ryan Wilkinson .. 22 August 2003
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I sent a pair of Oakley sunglasses back to Sunglass
huts head office 10 days ago. I have had these glasses
for 2 months, and already the trim was starting to fall off. I sent my
receipt and the glasses by registered post. As I had not heard from the
Sunglass hut ithought I would look on the web of a contact phone number.
Instead I found this forum! Does anyone have an e-mail address for customer
services in the UK?
John Furmanek ... 27 August 2003
Editor's Note: try customerservice@sunglasshut.com
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A few things i'd like to say:
1-When u buy anything read or ask about their refund policy,
not only in sunglass hut, but every shop that u go to.
2-It is not only sunglass hut that has an Exchange only policy, places
like united benetton of colours have the same policy.
3-When ur buying clothes u try them on and check for any holes or stains
and then u buy the same pair which are on the display, why do u think
that it has to be a different case with glasses?
4-When u go to a shop and they have certain policies dont complain to
the staff, they cant do anything about the laws or the policies, theyre
just doing what they've been told to do.
5-When ur complaining before u start screaming ur head off, think and
see if he situation can be solved any other way.
6-Sunglass hut do not advertise their opening times anywhere, well nowhere
that ive seen, if u asked someone, they probably just gave u the wrong
information.
Tina ... 21 September 2003
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My wife bought me a pair of police sunglasses for
my birthday 2 years ago,and after 3 months they became mis-shapen
so i went back to the hut and they said they could re-shape them
for £35,as they cost over £100 i went for it.
After 3 months and numerous calls they said they would "give me a
new pair"as i had waited so long,i asked them if they had lost them
which they denied they just said they were doing the right thing. As i
live 25 miles from the store in lakeside my work friend said he would
collect them for me,on arrival with the docket they charged him the £35
fee for the re-shape and bless him he paid it,i of course was not pleased
but to no avail got no money back.
Would you believe it my new pair fell apart on holiday,on returning them
the very rude assistant asked me if i had shut them in a door i told her
not to be so stupid.they said they would have to send them away - after
7 weeks i phoned them expecting a battle and asked why they had taken
so long to get back to me and would you believe it they had written my
number down incorrectly,but to be fair they offered me a new pair of glasses
and i said i did not want the same glasses because of the trouble and
they said no problem i could have any pair up to the value.Peter
Chilton .. 30 September 2003
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I took my Arnettes to the store opposite Burger
King in Oxford St for repairs. 4 months, 6 visits, and
10 phone calls later, I still have not received them back. I am appalled
at customer service in this country. In Australia it takes 2 weeks, and
they call you when they have arrived. I am furious at the attitude and
professionalism which has been demonstrated here. No one cares.
Mick Bowman .. 7 October 2003
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Just the same old thing.I have very
similar problems to these having spoken to customer services who are the
most disempowered customer service department I have ever spoken to i
decided to write to the Director...NO response......... I have got as
far as leaving a voice mail on his Phone (Carl Marratti)this being very
difficult due to the rude telephonists.Once again NO reply, several weeks
later having had diabolicel service when trying to returna pair of faulty
Armani sunglasses.....not a dickie bird from a company that appears to
have no regard for the legal rights and good will of their customers.
Louise van der Grinten ... 17 October 2003
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wow, i thought it was just me who had problems with
this company. my diesel sunglasses have now broken twice
but the second time round they have refused to replace only fix them,
i have wrote a page long complaint to customer services over 2 months
ago and have still not heard back. If anyone knows of the email address
for customer could they post it?? thanks
Charlotte Linton ... 1 November 2003
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Last year I bought a pair of Prada glasses from
Sunglass Hut. The arm of the glasses connects to the lens
by just one screw as opposed to joining in the corner of the lens by a
joint. The lens cracked around the hole that the screw
goes though so I took them back to SH in Oxford Street opposite Bond St
tube. I was told that the breakage was not a defect. I took them to Prada
in Bond St who said they would have taken them back and offered a refund,
if they had been purchased in there, because they had had a few pairs
returned with the same problem.
My sister-in-law also returned the same style of glasses to Prada in Bond
Street, with the same fault and they did indeed give her a full refund.
I took the glasses back to SH and asked them to send them away to confirm
their initial thoughts. After an incredibly long wait I was called and
told the glasses are not made any longer and that the lens cannot be fixed.
So I am left with a pair of 135 Pradas that are no useless. I suppose
I have learnt that if I had bought these glasses from Prada I wouldn't
be in this position. Frank O'Callaghan .. 25 November 2003
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I for one will absolutely not be using the mentioned
sunglass outlet if this is how they treat customers.Why or
how can anyone have faith in a product that does not function. vince
licata...13 May 2002
-----------------------------------
The retailer can seek the help from a manufacturer,
if need be, some manufacturers demand this, and quoting the wrong act
is not helpful either (amended sale and supply of goods act 1994) will
be of more use to you, but you have no case against the retailer. It is
their right
Johnnie... HND Retail Management... 23 May 2002
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If indeed you did purchase the sunglasses from
Sunglass Hut ,as I have on many occasions previously, you would
have heard the sales staff mention ,as they have on every occasion, that
you do infact need to tighten the screws on all glasses whether they are
$5 or $500.If you choose not to follow instructions then it is your own
fault.You do not buy a car and not put oil in it,so why would you buy
any other product and not maintain it.
Harry Francis.. 26 June 2002
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I received a pair of Gucci 2653 sunglasses on
the 1st of July 2002 at a cost of £125.00, the glasses
had only been worn twice when one of the lenses dropped right out, on
returning them to Sunglass Hut Merry Hill centre Dudley, i was told that
the company did not consider this a fault and the screw could be replaced.
I produced my receipt which states that the glasses would either be exchanged
or refunded if faulty or unfit for the purpose they were sold for, the
assistant still insisted they were not faulty and after an angry response
from me agreed to exchange them for a brand new pair.
I accepted these and got them home to find the nose rest was loose on
one side and hanging off, I am returning these tomorrow and I await their
proposals on this complaint, I tried to complain on line but the UK web
site is not available and I am sure the USA would not be interested especially
after reading the last comments on this company in the previous complainants
letter Karen Ward...15 July 2002
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I travelled through Gatwick Airport South Terminal
last Thursday (18th July 2002)and in the departure lounge I was disgusted
to hear the language of one of your staff on the Sunglass Hut stall. It
was f--- this and f--- that, as well as eyeing up the woman walking walking
past and having a joke with the other staff to their expense.
It certainly put me off buying sunglasses from this stand and I beleive
other people as well, as you could see from there faces as they walked
past.I am certainly no prude but I think there is a time and place for
this behaviour, and this certainly wasn't it. What makes it worse is that
the main person involved seemed to be the Manager as he was telling the
other staff what to do. Thank you for your time. I don't normally complain
but I felt I had to on this occasion Kevin Marsh...23 July 2002
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