SUNGLASS HUT - ********** REPAIR SERVICE

I went to the Menlyn Store to have 2 of my glasses repaired and was advised that they could not assist me and that I had to contact the call centre for assistance. I contacted the call centre on 07 January 2021 and received a invoice which required immediate payment to be made and proof of payment emailed back to them before they could attend to fix my glasses. At this point in time, I was advised that it normally takes 6-8 weeks to procure the spares and that Sunglass Hut would be in touch with me to collect once they were in a position to effect the repairs.

I waited 10 weeks with receiving any further communication as to the delay. When I finally contacted Sunglass call centre on 13 March 2021, I was advised that the spares were already received however due to the call centre agent who was attending to my query having left, my service request was lying dormant and unattended to. The new call centre agent arranged for my sunglasses to be collect the next day by Dawn Wing Couriers and when it was collected I was merely asked by the courier to sign a receipt acknowledging that my 2 sunglasses were collected.

It is now exactly 1 month later and I had still not received confirmation that my sunglasses were collected or the status of the repairs. When I called in earlier today, I was advised by the call centre agent that my sunglasses were lying unattended as it was not accompanied by any documentation and they could not trace who they belonged to. When I enquired as to whey this was not explained to me at the time, seeing that the courier receipt that I have in my possession records my details and the details of my sunglasses, he could not give me an answer.

I am now waiting for my sunglasses to be repaired for which once again, they cannot provide me with a definitive turnaround time.

This aftersales service is pathetic and I will definitely not be doing any business with them in future.