Sunglass Hut Rundle Mall — Local services in Adelaide

Terrible experience with the staff here today….

I bought Raybans from here a few months back. I had barely used them, it being winter, but they came apart at one of the joints ( see photos). As they guarantee replacements for manufacturing faults, I brought them back in and asked them to replace them.

The guy I spoke to said I could replace them for 50% of the value to which I replied that I hadn’t damaged them, they had simply come apart when I took them out of the case one day. He then said they didn’t have a manager in until tomorrow so couldn’t help me.

I then went over to the Myers store to see if they had a manager. They looked confused and said the other store could simply call a manager. They inspected them and agreed it was a manufacturing fault and called them to ask if I could come back and have them replaced (thank you to these guys for actually being helpful).

When I returned, the female staff member acted like she’d never seen me before so I again explained I needed them to be replaced. She said fine then asked me to pay a $30 price difference as the price had gone up. I said it wasn’t okay as it wasn’t my fault that they broke after their sale finished. If the price had gone down would they have given me money back?! Doubt it.

She still insisted she couldn’t do it but could call her manager if I liked. I replied “yes please” and she proceeded to have a conversation with her manager loud enough for me to hear, along the lines of she didn’t think it was a manufacturer’s fault as they hadn’t broken near the screw. When she got off the phone she agreed to replace them.

No apology for making me go back and forth for no reason, she actually acted like she was doing me a favour. Her attitude stinks.

I understand it takes effort for them to send them back to the manufacturer but that’s why you pay the extra to buy them from a store that’s...

I initially shopped at the West Lakes store and had a fantastic experience with the customer service I received.

Today, I returned the sunnies to the Rundle Mall store because it wasn't matching my expectation as to how it would look on some of the outfits I wear. Also, this store was more convenient for me as it is close to my work.

Unfortunately, I was made to feel like it was a crime for me to utilise their offering of service for change of mind returns by the staff at this store. Although, I say this respectfully because they still helped me with the refund. I felt judged whilst this was being processed and I believe the manager even proceeded to re-check the sunnies I was returning. I understand they have the right to do so but felt this was being done to try to find fault on the product so that they may refuse the refund.

In my view, it was unreasonable and unnecessary to receive that kind of treatment especially if they openly offer their change of mind policy within 30 days of purchase.

If I will shop again in any of the Sunglass Hut store, I would drive 30 minutes to West Lakes or shop online instead.

I hope my providing feedback will be considered for a possible change in culture by customer service representatives for future change of mind returns. I would also be more inclined to return to shopping at Sunglass Hut if service is consistent all throughout from sales to utilising other...

Warranty is almost useless. I purchased a pair of RayBans with a '2 year warranty'. After 18months the paint was peeling in multiple areas and the frames were starting to crack in multiple spots. The glasses hadn't been dropped or sat on. I assumed this would be covered by the manafacture 'warranty'. However the store said this was just 'normal wear and tear' and it wasn't covered. I've had multiple RayBans before and never had this issue. It seems the 'warranty' doesn't really cover anything, as every defect will just be classified as 'normal wear and tear'. For $500 I would expect my RayBans to last more than 18months without the paint peeling and the frames cracking. These defects are not 'normal' for a $500 pair of glasses that haven't been dropped or sat on.

Don't buy sunglasses from Sunglasses Hut. Just buy your Sunglasses online for cheaper. As Sunglasses Hut doesn't seem to offer any kind of...