An open letter to Sunglasses Hut

[I bought a pair of D&G sunglasses from Sunglasses Hut a few summers ago. I've mentioned these sunglasses on my blog before (surprise, they were broke there too!). After being completely fed up with the quality of service I received in their stores and in the product itself, I sent this email via their customer service link on their website. I received a message back asking for my phone number and the best time to call, and was told I would be contacted the next day. Of course, I never heard from anyone. Apparently their philosophy for customer service runs company wide!]

Here's my letter:

I purchased a pair of sunglasses from one of your stores about a year and a half ago and am pretty confident in saying I will never buy from your company again. These sunglasses (Dolce & Gabanna) have come apart on 3 different occasions. Not long after purchasing them, the sunglasses were bent by the hard case I was given upon purchase to store them in (which by the way, wasn’t even the same brand therefore my sunglasses didn’t fit properly in the case and were bent by the closing of the case causing them to fit improperly. The location I bought them from claimed they had no case to fit this style, and offered to give me a Ralph Lauren case instead. For $300+ a proper fitting case should be offered.) and the other two occasions the screw came out of the arm, leaving my shades in two pieces.

While I understand the craftsmanship of the sunglasses aren't necessarily "your problem" the willingness of your employees to help correct the issue has been nothing but a joke.

I was most recently in your store on Sunday with (again) a detached sunglasses arm and was basically told that there was nothing that could be done, and that "maybe I should try Lenscrafters or something".

In my opinion, a company should always stand behind their product, regardless of if they manufacture it or are just a third party vendor. I find it hard to believe that in a store full of sunglasses there was no way for said associate (or the associates in the other 2 instances) to fix my sunglasses.

What is even more ridiculous is that in all three instances, once I was told by a Sunglasses Hut employee that nothing could be done to fix the sunglasses I paid over $300 for, I went to another sunglasses store in the mail (Solstice), where they happily fixed them for me without any questions asked. This second store doesn’t even sell Dolce & Gabanna brand glasses, but they were willing to take time out of their day to help me out since your company wouldn’t.

In today’s economy, when someone spends that kind of money on a frivolous item such as sunglasses I highly suggest your company makes a little more effort to guarantee that the customer walks away happy and with a functioning pair of sunglasses instead of having a “sorry about your luck, not my problem” attitude and $300 down the drain.

Have you bought anything from SH? What would you do if you were in my position? Have you had a similar problem??I am just disgusted by the whole situation!
I highly recommend you steer clear when looking to purchase new sunglasses, buy from a store that actually appreciates your business!


Ashley said...

So sorry to hear about your luck! I can't say I have had the same experience with SH but I have heard some stories quite similar. I hope you send this letter and hear something soon!

ty said...

Yikes. That's awful. I'd be pissssed.

Mateya said...

Yikes! That sucks! Hopefully they get back to you!

love jenny xoxo said...

I hope you get a good reply! I stick with cheap sunglasses because I know I would break them or lose them. Good luck!


Anonymous said...

I can't believe that! I thought your letter did a great job of getting your point across! :)

Ms. BWIT said...

You are a girl after my own heart. I love that you wrote them a letter! Maybe you will hear back. I have had the SAME issue with my Tory Burch sunglasses. Not as expensive, but just as frustrating when they break. Sunglass Hut says they will replace IF I have my receipt. Sweet! Who keeps receipts like that? I do now..

Lauren said...

Oh wow. Seriously? I would have sent a letter as well. I swear, customer service makes the biggest difference, and I do not understand why some companies just don't get it!!