Appalling Customer Service

Good Day

I purchased a pair of Rayban aviators on 17/09/2017 at your Sandton store. I wasnt too sure about the fit but was assured by the salesperson that I could return or exchange it within 30 days at any store. Additionally, I was supposed to receive a promotional voucher to use on my next pair of sunglasses but the store had ran out, so I was told they would contact me to fetch one. To this date, I have not received a call.

After wearing the sunglasses a few times, I still felt they were uncomfortable and when I placed them on a flat surface it was obvious that the two arms were not aligned causing the glasses to tilt. I therefore decided to go to a store and ask for an exchange.

On 13/10/2017 at 18:38 I visited the Eastgate Store and explained the situation to Nompumelelo. She was very resistant bordering on rude as she informed me that they could not exchange the pair as it would count as a stock loss for their store. I reiterated what I had been told by the Sandton store and explained that I would not be able to return to the Sandton store soon, at which point they took down my details on the computer. After 10 minutes of attempting to call someone and without hearing Nompumelelo actually speak to the person they were trying to call, I was informed that the manager, Lerato had said they could not help me and I should return to the Sandton store.

At that point, my husband who was interested in buying a pair of sunglasses with the voucher I was also going to enquire about, decided that he would look elsewhere due to the appalling service we had received.

I really fail to understand why a chain store like Sunglass Hut has:

1) Inconsistent return policies between stores 2) Restrictive return polices that do not allow me to return a pair of sunglasses that is faulty 3) Rude and unhelpful staff

I have sent this complaint on 13/10/2017 to the email address listed on your website and have received no response. However, an SMS with my voucher was sent to me, which means that someone read the email but has chosen not to respond.

I would like this matter looked into and resolved as I will not be able to get to the Sandton Store before the 30 day return period expires. Even if I could get to the Sandton store, I find it inconceivable that I would have to be inconvenienced to return a pair of glasses that was faulty to begin with when I have already followed the process explained to me by the Sandton staff.

Regards Atiya Mosam