Sunglass Hut

Reviews

• EC

  Edgardo C

  2 days ago
  1.0
  I’ve been a loyal Sunglass Hut customer for years and have purchased multiple pairs of sunglasses from them, but my experience at the Houston Galleria location was incredibly disappointing. I recently purchased a pair of Ray-Ban Aviators from this store. The associate who helped me with the purchase was wonderful—kind, professional, and genuinely helpful. The store also adjusted the sunglasses for me at the time of purchase. Shortly afterward, one of the lenses came out of the frame and chipped when it fell. The frame itself is still in excellent condition with no scratches, dents, or signs of misuse. I’m including photos with this review so people can see the condition of the glasses for themselves. Unfortunately, my experience with the store manager, Iliad, was completely different. I first called the store to explain what happened and immediately felt dismissed. I was told there would be no refund or exchange before anyone had even inspected the glasses. I decided to go to the store anyway so they could actually see them. When I arrived, the associate who originally sold me the sunglasses was again very nice and initially told me they could exchange them. Then the manager became involved. Before I could even fully explain why I was there, she recognized me from the phone call and said, “I remember you. I already told you no.” That set the tone for the entire interaction. She asked whether I had purchased the optional protection plan. When I said no, I was essentially told there was nothing they could do. I explained that I wasn’t asking them to cover accidental damage—the lens had come out of the frame shortly after purchase. What surprised me even more was the discussion about Sunglass Hut’s own return policy. When I mentioned the policy, the manager responded, “What policy?” I told her it was on Sunglass Hut’s website, and she told me to “show me.” I literally had to pull up Sunglass Hut’s own policy on my phone and point out the information on my receipt. I also explained that I’ve been a loyal Sunglass Hut customer, only to have that questioned as well. This was especially frustrating considering I received a loyalty discount on this very purchase. Eventually, other options were mentioned, including paying for a replacement lens, but by that point I was so disappointed with how the entire situation had been handled that I declined and decided to contact corporate instead. To be very clear, my complaint is not about the sales associate who helped me. She was courteous, professional, and tried to help. She demonstrated the kind of customer service I would expect from Sunglass Hut. My disappointment is specifically with the way the manager handled this situation—from the initial phone call to the interaction in the store. I can accept that companies have policies and that employees sometimes have to say no. What I cannot understand is making a customer feel dismissed before even hearing them out, questioning them when they reference the company’s own policy, and treating a legitimate concern as though the outcome had already been decided. After years of being a customer, I never expected to leave a Sunglass Hut feeling this disappointed and unheard.
• MR

  Morning Robinson

  4 days ago
  1.0
  Poor customer service. Associates were rude and arrogant. I have never experienced this attitude from employees at any other location. Will not return to patronize the Sunglass Hut in the Houston Galleria.
• JG

  Jeimy Garcia

  Aug 10, 2026
  1.0
  I’ve been trying to contact the store about a warranty I purchased with my oakleys , they never answer the phone , mind u I had a bad experience when I bought the glasses with them , they never let me know when the glasses had arrived , I’m just trying to see why they don’t answer the phone?
• DC

  Desiree Caballero

  Aug 9, 2026
  5.0
  Had a really great experience at Sunglass Hut! Merisa was super nice and helpful and made it really easy to find a pair of sunglasses I liked. She was patient, answered all my questions, and made sure I was happy with my choice. Definitely appreciate her help and great customer service and recommend everyone see her for their sunglass needs! She is the absolute best!
• HK

  Hasan Kirgin

  Aug 5, 2026
  1.0
  I have never experienced such terrible customer service in my life. I paid $240 for a pair of glasses. After wearing them, I realized they were hurting my eyes and were not suitable for me. Just two days later, I returned to the store to request a refund. When I purchased the glasses, I was clearly told that I had the right to return them. However, when I came back to return them, my request was refused without a reasonable explanation. What I was told at the time of purchase completely contradicted what actually happened. I feel that I was misled. In addition, the staff’s attitude was extremely rude and unprofessional. One employee in particular behaved in a way that made me very uncomfortable. As a customer, I expected to be treated with respect. Because of this experience, I am extremely dissatisfied with your store. I will continue to exercise my consumer rights and file complaints with the appropriate authorities until this matter is resolved. I expect you to address my complaint by providing a refund or another fair solution.!!!

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