Sunglass Hut Review:
This is about the Customer Care Team and the SUN LOVE PROTECTION PLAN that I purchased for $40 when I purchased my Oakley Turbine Rotor sunglasses for $234 at the Royal Hawaiian Center Sunglass Hut on 1/31/24 and my experience attempting to use it at the Sunglass Hut located in the International Market Place in Honolulu.
This plan offers to replace or repair the product for a co-pay of $40 within13-months. It includes among other damage, "cracked or scratched lens". The retailer did not live up to this offer as detailed in the Plan offering.
When I returned my Oakley sunglasses with a scratched lens into the Sunglass Hut at the Honolulu International Market Place for a replacement on 2/27/25 the associate was helpful in finding the exact model as a replacement. I was prepared to pay the $40 copay. However, in addition to this $40.00 copay I was charged an additional $8 and was told the retail price of the glasses had increased and I was responsible to pay that increase. When I objected and responded stating there is no mention in the plan details stating this. The associate said I had to pay the new price. I asked for a manager and was told there was no manager in the store. This was the last pair in stock and I thought it would be easy to address and resolve with the corporate office - this was a mistake.
I received an email survey about my experience on 3/5/25 and responded with the negative experience and requested a follow-up. Four emails from their Customer Care Team followed without any follow-up explanation as stated in each reply.
1) 3/7/25 requested additional information via a Customer Care Form, please allow 5 business days to hear back from the store
2) 3/15/25 stated the matter would be forwarded to the store team, please expect response from the store within 5 business days
3) 3/24/25 stated my concern had been escalated to the store team, a member of the store team should be reaching out shortly
4) 4/23/25 stated my ticket is being escalated to the Regional Manager
Three months have passed and no one has responded to address my concern and correct the wrongful charge. Sunglass Hut doesn't care enough about their customers after the point of sale read more