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Business Profile

Sunglasses

SunGlass Hut

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Sunglasses.

Complaints

Customer Complaints Summary

  • 19 total complaints in the last 3 years.
  • 16 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/09/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On June 29th, I went into a Sunglass Hut store and purchased a pair of glasses. The glasses I wanted only had the display option otherwise, they offered to order them for me and ship to my house. I agreed. The item was shipped out via **** and was estimated to arrive by July 5th. On July 5th my glasses never arrived and the tracker only showed that there would be a delay and that it was in transit. It never gave any update after leaving the distribution center on July 1st. So on July 7th, I called Sunglass Hut for assistance. I was told that they would create an incident and process a replacement. On July 8th, I called back and spoke with supervisor *****, who said the incident would be disregarded as I needed to wait 5 business days before Sunglass Hut takes any action. ***** did suggest that I reach out to **** if I needed further updates. If it was determined that the order is lost, at that point Sunglass Hut would process a replacement. So I contacted **** and today, July 9th, I received an email from **** advising that my package is irretrievably lost. It was suggested that I reach out to the vendor to help resolve this issue. Thereafter, I reached back out to Sunglass Hut and spoke with supervisor ******* and explained that I paid for glasses that got "lost" during the delivery process and was asking if they could process a replacement. I explained that i received confirmation from **** that my item is lost. ******* then repeated what ***** said and told me I would still need to wait even though I now have confirmation that the item is lost. I explained that she can contact **** for confirmation but my words went on deaf ears. I explained that I am being penalized by waiting additional days for them to even process a replacement which will now take another week or two for me to get my item that I should have received a week ago. ******* insisted this is the process. All I am seeking are replacenr glasses. I am appalled at the poor service from S/H.

  • Initial Complaint

    Date:07/08/2025

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Subject: Complaint Against Sunglass Hut Missing Item in Order #******** To Whom It May Concern,I am filing a complaint against Sunglass Hut regarding order number ********.I placed an order through their website, and when the package arrived, it contained nothing insidejust an empty box. There was no product, no packing material, and no explanation. I immediately contacted Sunglass Huts customer service and have since sent multiple emails requesting assistance and ************* of today, I have received no response whatsoever from Sunglass Hut. I have been left without the product I paid for and without any indication that they are investigating or addressing the issue.This is not only poor customer service but potentially a case of fraudulent fulfillment. I am requesting either:A full refund for the missing item, or Immediate reshipment of the correct item, with proper handling and tracking.Please assist me in resolving this matter. I am happy to provide photos of the packaging and proof of purchase if needed.

  • Initial Complaint

    Date:06/30/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Bought sunglasses at sunglass hut : receipt has water marks and mgr at local store suggested contacting the store where i bought and get copy of my purchase . All i want is to exchange Called customer service multiple times , that was a waste , emailed store in ***** , sent multiple photos of original receipt and my amex account, have gotten no where . I think mayb the glasses are fake. Ive been getting no answer no assistance! I would appreciate any help

  • Initial Complaint

    Date:06/23/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a pair of *********** sunglasses at Sunglass Hut in ***** on 6/2/25 for $309.23. The Sunglasses are too heavy on my face. I returned home in ** and went to the local store to return as per the receipt and they would not accept return. Said I would have to return to Maui *** which I contacted, and they said Sunglass Hut would have to do the return. The receipt clearly states that they accept returns within 30 days. No where does the receipt state anything about not returning Maui ***. I have emailed Sunglass Hut twice and received no response whatsoever. I am attaching the receipt stating about easy returns.

    Customer Answer

    Date: 06/30/2025

    Hi , this has been resolved by Sunglass Hut. 
    You can close this complaint 
    Thanks
    ****** Foster 

  • Initial Complaint

    Date:06/19/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I bought a gift card online and never recieved it/ I didnt even receive confirmation so I took a screen shot of my order number and waited for my gift card to come through as it cleared my card - I chatted online the next morning and the person said I have 72 hours to receive it/ its a digital so its within a few hours at most- so I then called and the person on the other line said no it showed delivered told them no and to please reissue as I never received it- they were not helpful just kept saying they will escalate it - I see now this has happened multiple times with people and believe this is a scam to get money

  • Initial Complaint

    Date:06/12/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    ************************** ******** order was not received, no signature on delivery shipment, can't track order and seller is not issuing refund when there is not proof of delivery with signature or where it ended up after **** delivered.

  • Initial Complaint

    Date:06/11/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I made multiple fully paid purchases of ******* sunglasses at the Sunglass Hut corner inside a ****** store on June 6 and 7, 2025, using both credit card and cash.

    On June 10, I was informed by a representative that the orders were being cancelled due to lack of stock. However, the tracking numbers clearly show that the products were shipped to the store. I was misled.

    On June 11, I visited the store and was told they could not return cash and that card refunds would only be issued as store credit. I did not request a refund and do not accept one.

    I paid in full and I expect the orders to be fulfilled. I am not requesting money back — I am requesting the delivery of the products I legally purchased and paid for.

    Orders and Tracking (June 6):
    • #**************** — Tracking #: ******************
    • #**************** — Tracking #: ******************
    • #**************** — Tracking #: ******************
    • #**************** — Tracking #: ******************
    • #**************** — Tracking #: ******************
    • #**************** — Tracking #: ******************

    Orders (June 7):
    • #****************
    • #****************
    • #****************
    • #****************
    • #****************
    • #****************
    • #****************
    • #****************
    • #****************

  • Initial Complaint

    Date:05/20/2025

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My wife didn't want to take home the display model so the employee placed an order through their system and told us it would be shipped to our home. The sunglasses never arrived, never left a **** hub in *******, and sunglass hut has no system for dealing with a lost package. The store said it was the main companies problem, and the main company said it was the stores problem. No accountability and no refund. I'm currently disputing the charges with my credit card. I had to re-open the dispute and upload documentation because they lied and told **************** that we took the glasses home the day of purchase. There's been no tracking update since April 6th, 2025.

  • Initial Complaint

    Date:05/16/2025

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    They have some type of scam going on. I paid $470 for sunglasses. I paid extra for the insurance on the sunglasses. They said I can exchange it in a year for another set due to my insurance. I went in yesterday to exchange, and they said I have to pay an extra $50 for copay. I asked why I have insurance,e and they asked if someone had explained about the copay, and I said no. I want a refund of the $50 for the copay that was not explained to me.

  • Initial Complaint

    Date:05/10/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On 4/12/25 I purchased a pair of *************** sunglasses for $415.52 at the ****************** location. I changed my mind about the purchase and attempted to return them at the ****************** store on 4/15. Two employees were rude and mishandled the item as they refused to do the return stating they couldnt use the e-receipt to do returns. On 4/17 I took the original receipt to the ****** location where they told me they could not do the return because the item was damaged. I tried to explain that the glasses were sold to me damaged, and further damages were done by the two employees at the ****************** store. I then called the Clarksburg store several times and was unable to reach anyone. On 5/10 I returned to the Clarksburg store and spoke to the store manager ****** who said we do not sell damaged items and someone shouldve checked them before selling them to me and said the glasses were extremely damaged and my only option was to accept another pair. She said the sale was final so my only recourse was to accept another pair or keep the damaged pair and not receive a refund.

SunGlass Hut is NOT a BBB Accredited Business.

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