Sunglass Hut

Reviews

• FB

  Figaro BushyTail

  Sep 20, 2026
  5.0
  I had an unusually complicated situation involving a pair of polarized Ray-Bans, and Terrence turned what had become an extremely frustrating experience into one of the best examples of customer service I have had in a long time. I had originally purchased these sunglasses from this same Sunglass Hut. When the lenses eventually needed to be replaced, I returned to the store, and Terrence personally helped me identify and purchase the correct polarized replacement lenses. When the new lenses arrived, Sunglass Hut directed me to a nearby third-party installer authorized to perform the installation at no charge. Unfortunately, after getting the glasses back, I discovered that one of the brand-new lenses had been damaged during the installation. I attempted to resolve the issue directly with the installer but was ultimately sent back to Sunglass Hut. That is when I spoke with Terrence again. What makes what followed even more remarkable is that he had already finished his workday and was off for the day. Nevertheless, he stopped to hear me out. I explained the entire situation, including that I had simply followed Sunglass Hut’s instructions regarding where to take the new lenses for installation. He listened carefully, examined the glasses, asked reasonable questions, and made an effort to understand exactly what had happened. Importantly, neither Terrence nor his store had caused the damage. It occurred during the third-party installation. He could easily have pointed that out and sent me back to deal with the installer. Instead, Terrence recognized that I had followed the instructions I had been given by Sunglass Hut and was now caught in the middle of a situation that needed to be resolved. That is where Terrence really went above and beyond. Rather than passing the issue along again, he took ownership of the situation and found a way to make things right. What impressed me most was the judgment and professionalism he showed throughout the entire process. From helping me identify and purchase the correct replacement lenses in the first place to ultimately stepping in when the installation went wrong, Terrence treated the situation as something to solve rather than something to avoid. There is a real difference between simply giving a customer whatever they ask for and listening to the facts, exercising judgment, and recognizing when an unusual situation calls for going above and beyond. Terrence did exactly that. I walked into the store frustrated and expecting another round of explanations and finger-pointing. Instead, despite already being finished with work for the day, Terrence made sure I walked away feeling that the situation had been fairly and completely resolved. That kind of customer service is rare, and it deserves recognition. Terrence earned this five-star review.
• JJ

  Jeff

  Aug 19, 2026
  1.0
  I had a very negative experience at this store. The person who identified himself as the manager, Torrance, refused to let me return my glasses, even though I was within the store’s return policy period. He claimed that the glasses had a scratch and used that as the reason for refusing the return. I completely disagree with that assessment. I’m posting a video showing the glasses clearly, and you can see that there is no scratch or damage on them. The video speaks for itself. Because I was unable to process the return, I also contacted my bank to report the situation and ask about my options for disputing the transaction. I also noticed that there are other negative reviews mentioning this same person, which makes the experience even more concerning. I hope the company looks into what happened and makes sure its return policy is applied fairly and that customers are treated with respect and professionalism. I would not recommend this store based on my experience.
• TP

  Tash P

  Aug 15, 2026
  1.0
  Attended this location to see if they could provide support for tightening raybans that I purchased at sunglass hut in Australia. Before I could even object the staff member started bending my wayfarers from the middle saying that he’d done this many times and that it wasn’t the correct process to tighten the screws and that they had warped from over use. I advised him that I had only purchase them a couple weeks back and yet to wear them properly. He then back tracked and said that he could tighten the screw and fix them, but the glasses were already bent and I didn’t want them to snap in half. Very concerned about the approach taken in this interaction, and would have rather him say that he couldn’t help with tightening them. Now I have new glasses that don’t sit straight.
• AG

  ANDA GENTILE

  Jul 8, 2026
  5.0
  Store manager in Sherman Oaks Mall at Sunglass Hut is amazing!! We love him! super helpful and fun
• RA

  Ryan Ardakan

  Jul 6, 2026
  5.0
  Bought some Maui Jim’s. Can’t complain

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