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Ulla M

1 reviews | Active since May 2018

18 May 2018, 13:35

****ty after sale service at Sunglass Hut

They do not take responsibility for their guarantee. I was told at purchase the guarantee covered 2 years internationally, and it turns out now they tell me it is only one year and since they were bought at an outlet (which did not specify was an outlet, just the mall was an outlet, not the store itself) they cover no guarantee. Also customer service is supposed to answer within 24 to 48 hours and it took them 2 weeks. Never again will I buy at Sunglass Hut.

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Replies (6)
Sunglass Hut
Sunglass Hut's reply18 May 2018, 13:44
Official

Good day Ulla Montes,

Thank you for getting in touch. Please can you provide me with your #incident/ticket number? I would like to look into it to understand better.

Thank you

Ivena Roberts

Sunglass hut

Customer care manager

UM
Ulla M's update18 May 2018, 14:02
Reviewer Update
Begin forwarded message: From: Operations ********** Subject: RE: 65/18 Sunglasshut** DG**Reparación/Garantía*** Date: 18 May 2018 at 12:50:30 CEST Buenas tardes Ulla, Lamentablemente la garantía de rotura de Sunglass Hut cubre hasta 1 año a partir de la fecha de compra. No es posible visualizar el ticket de compra en 100%, donde aparentemente hay sido comprada en un outlet, en lo cual no poseen garantía. Translation: Unfortunately SH only covers one year from the date of purchase. It is not possible to clearly see the ticket 100% but it appears to have been purchased at an outlet, in which case they are not covered by the guarantee. (if they cannot see it clearly how come they reject it as bought at an outlet, looks like they are looking for excuses).
Sunglass Hut
Sunglass Hut's reply18 May 2018, 14:23
Official

Good day Ulla,

Thank you for the response. Are you based in South Africa? We cant seem to locate you email address on our system.

Thank you

Ivena Roberts

Sunglass hut SA

Customer care Manager

UM
Ulla M's update18 May 2018, 17:06
Reviewer Update
No, I bought the glasses in the US and I am presently in Spain.
Sunglass Hut
Sunglass Hut's reply18 May 2018, 17:10
Official

Thank you for your feedback.

I would advise that you reach out to the customer care department in Spain. We based in South Africa and unfortunately will not be able to assess the product for you.

Thank you

Ivena Roberts

UM
Ulla M's update18 May 2018, 17:34
Reviewer Update
Thank you. Already contacted Spain, the UK and the same answer.