Embarrassingly run business.
Ordered 2 pairs of RayBans on 5.9.21 (one was a custom pair). It was an online order scheduled for in-store pickup at this location.
According to the online tracking, both pairs arrived in store 5.17.21. But only one product had arrived, the custom pair was not there. So I waited about a week. I had continually called the store throughout the week to check if the customs had arrived, but the phone went straight to voicemail every time, despite calling during business hours. (I didn't want to keep driving to the store if the glasses weren't there.)
But since no one was answering, I had no choice. The second time I went to the store, the customer representative was of little help. When I told her I'd made several attempts to contact the store but it always went straight to voicemail, all she said was, "Yeah." I noted that the phone WAS functioning and I even heard it ring while I was there. For such a small location with little foot traffic, it is especially poor customer service to just ignore the phone. After a lackluster search, she told me my only alternative was to call customer service.
6.1.21: Call #1 with Matthew. He told me he would place a request to have the custom sunglasses reordered as it was concluded my original pair was lost in transit.
6.12.21: Call #2 with Heidi. Although Matthew claimed to process a reorder of the product, Heidi confirmed it had NOT been processed, and that SHE would reprocess it.
6.28.21: Call #3 with Meghan. I'd grown impatient by now as the reorder STILL hadn't been processed. I asked for a full refund, which was granted. (Along with a gift voucher that I will never use after this experience.) I was told it would be returned to my bank account within 3-5 business days, and to call by July 5th if I hadn't received it by then.
7.9.21: Call #4 (didn't record name). I waited a few days since it was a holiday weekend. THIS lady told me the request for a refund was put it on July 5th, while the previous lady had told me I should RECEIVE my money back by then. She then told me it would take somewhere between 7-15 business days. I can't remember the exact timeframe she provided, but it was more than a week and different from what I was told during Call #3.
7.29.21: Call #5 (didn't record name). She told me the refund STILL HADN'T BEEN PROCESSED, which is absolutely inexcusable. I was on hold for a little under 15 minutes when returned to the line and told me she had ~definitely~ made sure it was processed this time, and that the funds should be returned within 3-5 days. (Edit: I have finally received email confirmation that a refund is being processed.)
Everyone except the person in-store was friendly. But that doesn't excuse their inability to fulfill their duties. Whether this is a human or system error, Sunglass Hut should be embarrassed for running such a poor, unorganized business and needs to shape up if it wants to maintain a positive reputation. read more
