Sunglass Hut at Macy's

Reviews

• AK

  Agazdeep Kaur

  Sep 12, 2025
  1.0
  I usually don’t leave reviews, but I feel like I need to share my recent experience at this location. I had ordered a pair of sunglasses online for in-store pickup. When I arrived, the employee helping me (David) was new and couldn’t initially find my package. After about 20 minutes, he located it. I checked the sunglasses and didn’t like them, so I decided to return them right then and there. David was kind but clearly didn’t know how to process the return. He asked me to initiate the return from my phone, which I did. He then tried calling his manager but got no response. Another employee, Kim, came to help. She was polite and really tried to assist me, even calling their manager (Eric) from the Sunglass Hut upstairs in Macy’s. After almost an hour of them trying and failing to find my order or print a return label, I was told I needed to go print it myself at a Staples 6 miles away. Despite my frustration, I remained calm and didn’t say a word out of line to anyone. I was just hoping someone could help me. I eventually went upstairs to speak to Eric myself. I approached him very politely, hoping he could understand the situation and maybe help me print the label, since it was his team who told me to initiate the return the way I did. Unfortunately, Eric’s attitude was incredibly rude and dismissive. Instead of listening or helping, he told me it was a “liability issue” to print the label and that I had to figure it out myself. He didn’t apologize for the inconvenience or the time I’d already spent trying to get help. I walked away in tears. I didn’t raise my voice or blame anyone, but Eric’s behavior made an already frustrating experience so much worse. Ironically, a kind employee from another store nearby (Alberto, from the watch store) helped me print the return label. He was the only reason I was finally able to finish the return process. To be clear: David and Kim were inexperienced but at least made an effort and were kind. Eric, on the other hand, was unprofessional, rude, and completely lacking in empathy or basic customer service. I understand mistakes happen, and people can be new but it’s the attitude and how you treat your customers that really matters. Sadly, Eric failed at that completely.
• YY

  Yacoub Yaghnam

  Apr 26, 2025
  5.0
  Excellent customer service by Erik. He was attentive to all my requests and just a all around great dude. Thanks bud!

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