Sunglass Hut — Attraction in Bee Cave

SAVE YOURSELF SHOP SOMEWHERE ELSE!

I visit Sunglass Hut every two years or so and usually buy new shades for both my wife and I; this will be the last time. I will pay more to avoid the hassle.

The story: Went in to purchase new glasses, again for my wife and myself. Bought a pair of Oakleys and a pair of Persols, so I spent some money. At the time we both had a pair of RayBans that needed new lenses. For replacement lenses, I’ve used Fuse before and it’s been fine, but the two people in the shop said they could get the factory lenses and install them. For the sake of ease, we decided to purchase from Sunglass Hut. We then waited for weeks for the lenses to come in. Once they arrived, we visited the store and left our glasses with the employee, who stated it should take about 15 minutes. We decided to walk around the shops, and returned 30 minutes later. Upon return, my wife’s glasses were complete with new lenses, while the employee was attempting to fit my glasses with new earpieces, of which we did not order. Well, he bent the living crap out of the hinge trying to fit the parts together, and said I might want to return the next day so his manager could look at them. I told him to stop so he didn’t break them and to just install the new lenses and the we don’t even order earpieces. He told me, you didn’t order lenses, you ordered earpieces, we showed him our receipt and he looked it up and told me I was correct! No kidding! He then tells me they will fix all of this and order the lenses, “free of charge”! Dang right they’ll be free of charge, that’s what I bought! We left the store with the same lenses and the bent hinges, but no way I was going to let him fix them.

Fast forward a month. We head back to Shops to pick up my lenses and there is a different employee, who says, “15 minutes”. We decided to wait. When he was done, he told me the frames were bent and the left lens wasn’t fitting, even though he had just removed the factory GLASS lens of the same dimensions. I told him about the hinge on the earpiece and he said, “that’s how you brought it in.” Rather than arguing I decided to take the glasses and leave. When he handed them to me, there was a 1/16th inch gap at the top of the left lens, I asked how this was acceptable, he said again, “you must have bent them”. So let me get this straight, you took the glass lens out, I bent them, and now you can’t get the new glass lens with the exact same dimensions back in? He said , you probably just didn’t realize you bent them. I was pissed! This is a carbon fiber pair of Ray Bans that Sunglass Hut has managed to beat the crap out of. I took the glasses and left. I’ve called Sunglass Hut and left messages numerous times, even called the one in Barton Creek to assist and they said they’d get the message to them. I don’t have time to drive to the store and shouldn’t have to. This morning, I looked at my now beat up Ray Bans, and decided to pull the screw for the lens and see where this bend was. In under 30 seconds, I had the lens back in, the screw back in and repaired. This is proof that some people should not be allowed to use tools! The guy obviously just didn’t care enough to place the lens in the frame CORRECTLY, it was much easier for him to slap them together and tell me it was my problem. Now that my lens is fixed, by me, I will attempt to fix the earpiece that wasn’t damaged until I went to Sunglass Hut. Wish me luck!

And dave yourself the headaches, SHOP FOR SUNGLASSES...

will never go back to this place. Totally unprofessional and rude associate. Definitely don't recommend anyone to buy from that store. I was there to buy my wife's sunglasses and I found another one for me. The sales associate said the second pair is discounted so I asked her for a new one. She said the one on display was the last one and said it is a brand new. I tried it on and noticed that noise bridge were off and asked her whether it is fixable. She said she definitely can and asked me to pay while she was fixing it. She was so unprofessional and did not even have a tool to fix it. She tried to wiggle the nose bridge with her bare hands. When she said it is done, I tried and immediately noticed that the nose bridge is totally off with one of term is totally bent downward. I told her how it is so off. Without listening she took it away from it and tried to adjusted it (again with her bare hands). I repeatedly told her it is too off that I can't wear it. Then she bluntly said the noise bridge actually does not matter and treated me as if I was finding fault with a perfectly normal glasses. I finally gave up trying it and asked her to order a new one. She visually annoyed and reluctantly agreed. She said I need to first return the glasses I just paid for first and start a new transaction. When I was about to pay, I noticed that the second pair discount was not applied so I asked her why it was not applied. She angrily answered "Because you paid for it already !!" At that point, I really was frustrated by her unprofessional behavior and wanted to return the first pair as well but I held it back and came out. She just did not want to redo the transaction to apply the second pair discount instead she blamed the customer for not buying the faulty sunglasses !!. Totally unreasonable and unprofessional. We will never go back to that...

This place is an absolute joke. I bought a pair of glasses from the Macys Sunglass Hut and was trying to exchange them at this location and buy another pair last weekend. The associate was unable to process the refund and said I need to come back when he is there. I live 40 minutes away. So, I call the manager during the week and he said he will be here this weekend. I came in today and the same thing happened. The associate was incapable of returning the product and knew she would not be able to before even trying. Nor was she sympathetic to this situation I was dealing with. That being, wasting a lot of time because their staff can’t even process a return. She just said “he will be in tomorrow” as if that was somehow a great solution and did not seem to identify how non customer focused the situation was. I asked if we could call her manager to get this done and she shot that idea down immediately saying “he is off today and can’t call him.” I own a business and have been in management 15 years. My team has always had access to me for situations like this but my team also knows how to process a return. Pretty simple stuff when it comes to retail training I think we can all agree. Lastly, even though she knew that I purchased the original glasses from SH in Macys, she recommended that I just take them to Dillard because “they have Maui Jim too” and they can exchange them. Obviously she does not know how ridiculous that idea is. Why would a different company refund/exchange a product that was not purchased at their business? They are not very sales focused either because I was trying to exchange a pair and buy a new pair. Very frustrating waste of my time for something that should be...