Sunglass Hut — Attraction in Jersey City

Absolutely the worst experience I’ve ever had at a retail store.

My friend and I went into Sunglass Hut to browse and try on glasses. We didn’t purchase anything and left to continue shopping. After visiting two other stores, we were suddenly approached by a Sunglass Hut employee (who never gave his name — but had a very distinct “wet helmet hair” look) who came at me so aggressively I had to take a step back.

He began screaming at me to return a pair of sunglasses. I was completely shocked and confused — at first, I thought he had mistaken me for someone else or was joking. But he continued to press, becoming more aggressive and even started pounding his fists together in a threatening manner. I told him to call the police, because he wasn’t allowing me to speak and was escalating rapidly.

He never called the police. Instead, he kept threatening my friend and me, saying that if we didn’t give the sunglasses back, we were “going to have a problem.” I told him we would go back to the store to clear things up.

When we got there, the store manager Eric and two mall security guards were present — and none of them intervened. They allowed this employee to continue verbally harassing us, raising his voice, and not letting us get a word in. Both employees claimed they had video of us placing sunglasses into our bags.

Then, in front of all of us, the aggressive employee walked into the store, bent down, and picked up the sunglasses — the same ones he had just accused us of stealing. Now the story changed: we were suddenly being accused of throwing the sunglasses on the floor and running away. We were absolutely stunned.

Even after it was clear the sunglasses had never left the store, the harassment continued. We repeatedly asked to see the footage they were referring to, and were refused. No apology. No accountability. Just shifting stories and continued accusations.

I am deeply disturbed by how this entire situation was handled — or rather, not handled. The store manager had absolutely no control over his employee, who not only chased us down through the mall but verbally attacked and threatened us in public. The manager allowed it to continue inside the store and even supported the false accusations.

I’ve never experienced anything like this. It was humiliating, frightening, and completely unacceptable. I will never shop at Sunglass Hut again and strongly caution others to think twice. If this is how they treat innocent customers, what else are they...

I had such a traumatic experience with my friend at this sunglass location yesterday (3/26/25). The manager Eric was present along with another employee who claimed his name was “Pablo”. I do not believe that’s his name because when I asked, he took too long to respond.

My friend and I had gone into Sunglass hut to browse, but did not end up buying anything. We had left to Miniso, and then to Journeys when, Pablo appears wailing his hands in front of us, aggressively yelling at us to give back the sunglasses and demanding we show him our bags.

As you can imagine, I was startled and very confused by the accusation. He was very irrational and intimidating. Truthfully, I was scared he might assault my friend or me. In an effort to de-escalate the situation; my friend and I suggested going back to the store to see the camera footage; because he claimed he caught us on camera.

We follow Pablo back to the store along with mall security; where a pair of glasses are on the store’s floor. Pablo then proceeds to accuse us of dropping them on the floor. He seemed incoherent as he was just berating/accusing us of stealing a pair of sunglasses minutes ago and now the accusation is that we dropped them.

Eric, the manager, did absolutely nothing to defuse the situation/ manage his employee. Eric refused to show us the footage; but mall security was able to see it, confirming we DID NOT STEAL THE SUNGLASSES. Eric then says we can go; not apologizing to us at all for the harassment we endured from Pablo. I felt very unsafe and will not be visiting this or any Sunglass...

I had a horrible experience today trying to return a pair of Ray-Bans I purchased just yesterday at the Jersey Gardens Mall location, after realizing I was sold a display pair with noticeable scratches.

The associate at Newport gave me a lot of pushback, saying she couldn’t take them back because they were not in “sellable condition” which is insane because those very same glasses were “sellable” enough to be sold to me the day before.

She insisted I return them at the original store, even though Sunglass Hut’s policy clearly states returns can be made at any location. When I refused to be inconvenienced over their error, she called the Jersey Gardens manager who was in a meeting and left me sitting in the store for nearly half an hour. After the phone call the associate reluctantly processed the return. And I have to point out how unprofessional it was while on the phone with the manager the associate alluded to the return being bad for her store numbers, she was more than willing to compromise customer service and inconvenience me just to not have to deal with whatever comes with processing that return. She was failing to understand that it’s not my problem, I was sold a damage item just one day before therefore that return should have been nothing but smooth.

To make matters worse, she tried to convince me to exchange my pair for her own display pair, which was also out of the box and visibly scratched.

Sunglass Hut will not be...