Complaints

This profile includes complaints for Sunglass Hut's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Sunglass Hut

  100 Columbiana Cir Spc 1235 Columbia, SC 29212-2231

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  Sunglass Hut

  4110 Century Division Ave Columbia, SC 29207-6118

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.

• Initial Complaint

  Date:01/09/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 the Meta Raybans glasses in store at Sunglasses Hut on December 22nd. I was told that the glasses were to be delivered within 3-5 business days. I needed absolute certainty that they would be delivered on time because I was going to be getting them delivered out of town while I was visiting family. I was assured they would be delivered and there would be no issues. Aftera week, I see no movement with my package and it just says label created. After the week had passed I went to the store again to check in on my order. I was told by the manager that the package should be delivered and that there was nothing they could do, and referred me to Sunglasses Hut Corporate to handle any claims. I go out of town and wait and still, nothing updated on tracking. I call the corporate customer service line and eventually get the associate to escalate the call to her supervisor. I was told that there was nothing they could do and that it was the responsibility of the store to handle my order. Neither entities to take any sort of responsibility or action towards the matter. Nobody ever reached out and I had to call the store again. Again, neither party assumed any responsibility and blamed each other for having the power to refund, cancel, or even locate my package for that matter. On January 5th, I go to the Sunglasses Hut store and speak with a sales associate who was going to relay the message to the manager and that she would then escalate that to her regional manager and they would be in touch with me. I never heard back and had to call the store again. At this point, the glasses had been shipped to a completely different state, and I had to pay $118 to UPS to redirect the shipment back to my home state. At this current moment (week 3)I am without glasses, nearly $600 invested with nothing to show for, no reconciliation. Sunglasses Hut store and corporate, and haven’t received my glasses. Neither parties will refund, replace, or cancel my order.

  Customer Answer

  Date: 01/09/2025

  I just wanted to add a few quick details as I did not see the spaces on the BBB site to initially fill them in; But saw they were left blank when your email came through with a summary of my issue. 
  The course of reconciliation I would prefer from the business would be for them to: 
  Send the order that I purchased on Dec. 22, 2024.  I also believe a fair reconciliation would be for the store to credit the card on file for a half refund of the original purchase price. Also, I believe the appropriate thing to do would be for the store to incur the additional cost to redirect the shipment to me which I have had to pay for out of pocket. Half of the original purchase price is $229.51 and the additional charge for redirecting the shipment was $118 that I paid out of pocket. All in all, I am asking for Sunglasses Hut to do the moral, and ethical thing, being a customer service focused company, and issue me a refund of $347.51 (half the glasses and the cost to redirect shipping, and to send out the glasses asap as it has been 3 weeks)
  I also would like to highlight the sales manager of the store, Cheryl. 
  She has made zero effort to offer customer assistance and was very rude when asked to provide assistance in correcting the issue at hand. She has stated she cannot and will not be doing anything more. She did let me know that the regional managers names are Richard Jeffries and Allison Adams but would not put me in contact with them. 
  I would also like to clarify, I still have yet to receive my order and no one from sunglass hut has been in contact with me about reconciliation even though I have followed up with both corporate and the store a dozen or more times and I am still out almost $600. 
  Thank you so much for your time, efforts, and your help in correcting wrongful businesses in our community. If you have any questions, please do not hesitate to reach me at ************ or by email. 
  
  Best, 
  Grace M

  Customer Answer

  Date: 01/14/2025

  The sunglass hut regional manager finally reached out and offered to discount my order 20 percent and pay for the shipping to redirect. This is not my ideal outcome but they did reach out with a solution. I also do not believe they would have ever reached out to me to resolve the issue, had the BBB not reached out. I do think that is the only reason they rectified the situation, as I had called over a dozen times with them refusing to call back or come to a resolution. Thank you for all of your help. 
  I still would not recommend anyone to ever deal with that store.