Falsely markets that after-sales service is a core competency of their establishment

On the 21st of January 2018, I finally decided to purchase an expensive pair of sunglasses as in the past I have always restricted my budget to around R 500. This low budget was due to my bad luck with sunglasses - I always seem to drop them, lose them or sit on them.

Whilst shopping around I found a stunning pair of Arnette sunglasses at the Sunglass Hut in Greenstone shopping centre. The sales rep told me that should I purchase my glasses from them, I would have the best after-sales serve available in the industry and, furthermore, should I sit on my glasses or break them in any way I can replace them at only half of the original cost.

Around 6 months after the purchase, I started noticing a defect: the temples where creating deep marks on the inside of the lenses while the glasses were stored in their hard case. I returned them to the store once the marks became unbearable and the consultant reassured me that the lenses would be replaced free of charge as it was a defect. They gave me the email address ********** to email. I completed all of the forms, took the photos and sent the email. Around a month after the email was sent I had no reply so I resent the email again (both times receiving a confirmation of receipt from Sunglass Hut). A month after that I phoned the call centre, gave them my repair number (#413,257) and they said they will look into it and get back to me. A month later still no response!

It is now 9 months since I started the process of having my lenses replaced, 2 store visits (who, by-the-way, cannot get involved in the repair process in any way), 2 phone calls and 5 (yes 5!) emails later and I have STILL not had as much as a reply to any email (besides for the confirmation emails).

I would like to recommend that in future, instead promising your consumers premium after-sales service at a premium price, rather focus on selling your low-quality service as a cost-leader as you clearly do not have the capabilities to live up to your facade.

One of what appears to be, hundreds of unsatisfied customers, Eugene Joubert **********