Sunglass Hut

We bought a pair of Rayban sunglasses from sunglass hut 8 months ago and on their policy they say they accept exchange if it is defective! We went to this store for an exchange as the paint from the lenses had chipped off in a few spots! The manager of the store who did not seem to be familiar with the policy got nervous when she heard this from us and said if the glasses was broken I would do the exchange but since it is just the paint that has chipped off I can’t do anything! She was not helpful at all and unfamiliar with their own policy and seemed to just want to use an excuse to deny our request for an exchange! We will never return to sunglass hut

I have 2 experiences to share about this location...1 good experience and 1 awful experience. I think its important to share both. 1st visit, July 13th 2018 around 1pm, there were 3 girls working, all extremely helpful, pleasant and willing to help. I had asked about possibly getting a pair of my sunglasses fixed because they are slightly bent. The girls said more then likely they are able to fix them when I bring them in. As well as after purchasing another new pair of sunglasses $255, they advised me if I needed them adjusted they were happy to do so. I left with my new purchase and excited I could possibly get my other ones fixed. So, today my 2nd visit, July 16th 2018 around 1:30pm, I went there to take my pair to get fixed and my new ones to get adjusted slightly. When I walked in the associate asked me if there was anything she could help me with, I explained my situation, she looked at the glasses and told me "I am new here and don't really know all the details yet to fixing glasses" ok thats fair I can appreciate and understand that. So, she called her co worker from her break, which great thank you for that! However, as she is waiting for her co worker she is inspecting my glasses and is pulling on the arms of my glasses. I asked her "Can you please stop pulling on the arms as I don't want the bend to get worse" She replies "OK, well I am just trying to help you." I am sorry but bending and pulling the arms more WILL NOT HELP, in fact it will only make it worse. The co worker arrives to the store from her break to assist. She inspects my glasses and says "I don't actually see anything wrong with them and I don't see the bend." WOW OK cause I want to waste my lunch break on something that isn't actually broken. She finally sees the bend and essentially says there isn't much they can do because they don't have to the tools and that I should go down to Lenscrafters to see IF they can fix them. I asked "Is there someone who may know a little more on how to fix the glasses that works here?" The reply I got was "Sam is the assistant manager you can ask her when she gets back from her break but I have been here longer then her so..." So not only did the store have their 2 experienced sales staff on break at the same time, leaving the less experienced sales staff solo but now you are telling me you have been there longer then the assistant manager yet you couldn't even see the bend in my glasses that I was asking you to potentially fix. Why would the other 3 employees from my previous visit be so helpful and pleasant and offer such service to only return to the store and get a complete opposite experience? If I could I would return my pair I bought from The Bay Center location last week and go buy them from Mayfair. I am a Manager of Customer Service for a financial institution in the area, so when I am out shopping I am always looking for great customer service. I have hired lots of people this way. Always looking for top talent in Victoria. Maybe my comment of "Please don't bend my glasses anymore than they already are" made the staff get their back up and become defensive, which I can understand as I have been there before. However, that does not excuse their service they provided me on my visit. I was really hoping and excited to get my sunglasses fixed. I will not be back to that location.

Great staff. Amazing selection of glasses. Love the Tiffany, Coach, Versace, Burberry and Ray Ban lines especially.

Worse line of sunglasses and worse customer sevice ever. These guys barely have any mens collection at this time of the year and the girl who was there just looks so disinterested in her job like I wasn’t being looked after. Am not sure if she thinks that i cannot buy something or judging me coz i was wearing an Armani sunglass which i bought in the location above at the Hudson Bay last year where they have equally a bad customer service with the guy who works there and just not enthusiastic enought and almost like they don’t wanna be there. And men’s collection is almost non existant. You would think at this time of the year they’ll have a lot more stacked on the shelf but unfortunately not for men. It’s a shame i was genuinely looking for another sunglass.

Excellent friendly service!