1 reviews | Active since Jun 2014
Sunglass Hut misleading!
Late November 2019 I went to the Sunglass Hut shop in Ballito and inquired if my Ray Ban sunglasses can be repaired (new replacement lenses required). The sales lady immediately called the Cape Town office that day and confirmed with a “yes”. However, I would be required to pay for the lenses upfront before she can the sunglasses off to the Cape Town office.
Only in January 2020 I received a mail informing me that the green colour lenses I requested are out of stock and they can only supply the blue lenses at a lead time of +- 12 weeks. I confirmed that the blue lenses would suffice.
Now +- 8 weeks down the line I have been notified that none of the lenses are available and are actually discontinued.
1. Why did Sunglass Hut quote me the 1st place if lenses are not available? 2. Why did sales consultant accepted my payment? 3. Why would it take 8 weeks for Sunglass Hut to inform me that now all the lenses are discontinued?
I have been purchasing a few Ray Ban sunglasses over the last 30 years and never had such bad service from a retailer/agent!
In my opinion, I have been misled by the company and should have rather tried to source them myself via the internet. I am extremely disappointed in Sunnglass Hut's customer service and it is unfortunate that for me it now also also spoiled the brand image.
Overall, bad or *********** Service, in future rather buy grey online and avoid Sunglass Hut!
Thank you for reaching out.
I had a look at the communication on your ticket dated the 02 Jan 2020 and the consultant notes that the quote is below but that it was on back order and can take up to 12 weeks with a possibility of not shipping. We order from the supplier in Italy to ensure original parts and unfortunately the product is reaching it's life span therefore the parts are becoming discontinued.
Please also refer to the Terms and condition on your quote, it does advise the below:
Should we not have the available spares to complete your repair we will credit your full payment within 7-10 days into your bank account.
We do apologize for the frustration this has left you with. We do try and repair as many products as possible. Products do reach their lifespan and the manufactures does discontinue the parts.
A consultant will be in touch with you shortly to understand if there is anything we can do to assist further within our scope.
Thank you
Ivena Roberts
Thank you for reaching out.
I had a look at the communication on your ticket dated the 02 Jan 2020 and the consultant notes that the quote is below but that it was on back order and can take up to 12 weeks with a possibility of not shipping. We order from the supplier in Italy to ensure original parts and unfortunately the product is reaching it's life span therefore the parts are becoming discontinued.
Please also refer to the Terms and condition on your quote, it does advise the below:
Should we not have the available spares to complete your repair we will credit your full payment within 7-10 days into your bank account.
We do apologize for the frustration this has left you with. We do try and repair as many products as possible. Products do reach their lifespan and the manufactures does discontinue the parts.
A consultant will be in touch with you shortly to understand if there is anything we can do to assist further within our scope.
Thank you
Ivena Roberts
Hence they null and void, it took you +- 8 weeks to communicate that now the lenses are discontinued is unacceptable.
Furthermore, as per my telephone conversation today with repair (no name given), it was apparent that these lenses were available at the time of the quote, but I guess you caught sleeping and did not place the order in time.
In my opinion, entirely your fault due to utter incompetence.
And now all you can reply with, "please refer to our T&C's", poor show!
Not thanking you
Thomas P.
Hence they null and void, it took you +- 8 weeks to communicate that now the lenses are discontinued is unacceptable.
Furthermore, as per my telephone conversation today with repair (no name given), it was apparent that these lenses were available at the time of the quote, but I guess you caught sleeping and did not place the order in time.
In my opinion, entirely your fault due to utter incompetence.
And now all you can reply with, "please refer to our T&C's", poor show!
Not thanking you
Thomas P.
Thank you for your feedback.
The T&C's are communicated on the quote and we placed the order 2 days after you paid. As we explained in the quote sometimes older products like yours do not ship as the manufacture does discontinue them.
We do apologize that this has upset you. We have sent you the refund form via email.
Thank you
Ivena
Thank you for your feedback.
The T&C's are communicated on the quote and we placed the order 2 days after you paid. As we explained in the quote sometimes older products like yours do not ship as the manufacture does discontinue them.
We do apologize that this has upset you. We have sent you the refund form via email.
Thank you
Ivena