Had an issue with Sunglass Hut? Get a real response.
How to submit a complaint with Sunglass Hut
There are multiple ways to raise a complaint with Sunglass Hut in Australia:
In-store: Visit or call the store where you purchased your sunglasses. Staff or a manager can often resolve issues like adjustments, exchanges, or returns on the spot. Bring proof of purchase for warranty or returns.
Phone: Call 1800 556 926 (Mon–Fri, 9am–5pm AEST) to speak with Customer Care. This is the fastest way to log a case beyond the store level.
Email: Send details and photos of your issue to customercare@sunglasshut.com.au. Include store location, product info, and receipts. Responses usually arrive within 1–3 business days.
Live Chat: Use the “Chat with us” feature on the Sunglass Hut website for real-time help during business hours.
Social Media: Some customers report quick responses via Facebook or other platforms, but it’s best used after direct channels.
📌 Tip: Always keep a record of your complaint (reference numbers, names of staff, and copies of emails or chats). This will help if you need to escalate later.
Once you lodge a complaint, Sunglass Hut will route it to the right team for resolution:
- Acknowledgement: In-store complaints are usually handled immediately. Phone or chat complaints get instant responses; email complaints are typically acknowledged within 1–3 days.
- Assessment: Staff may request photos or inspect your product in-store. Sunglass Hut sunglasses include a 2-year manufacturer’s warranty for defects, plus an optional “Oops Coverage” (50% off replacement if you damage your sunglasses within 12 months).
- Resolution Offer: Solutions include repair, replacement, refund (within 30 days for online orders, or exchange/store credit for in-store purchases), or store credit. Goodwill gestures may apply for service lapses.
- Communication: You’ll be updated through the same channel you complained. Refunds, replacements, or tracking details are shared transparently.
- Timelines: Simple issues are resolved quickly. Refunds or replacements usually within 1–2 weeks. Warranty claims can take longer if manufacturer review is needed.
- Who handles it: A store manager or customer care representative manages most cases. Escalated issues may reach supervisors.
Common complaints against Sunglass Hut
- Product defects: Coating peeling, cracked frames, or flaking lenses.
- Warranty disputes: Confusion over what’s covered vs. accidental damage.
- Customer service issues: Rude or unhelpful staff experiences.
- Refund and return policy: Frustration about stricter in-store return rules (exchanges only) vs. online refunds.
- Online order issues: Delivery delays, wrong tracking numbers, cancelled orders, or address-change errors.
- Pricing disputes: Mislabelled prices or slow responses to authenticity queries.
Sunglass Hut complaints submitted through Ajust
I ordered glasses online from Sunglass Hut and my order was cancelled days later without a clear reason, even though the same item still showed as in stock. My payment was held, and repeated emails and daily calls went nowhere. Recovering from surgery meant I couldn’t visit a store, which made the lack of response even more frustrating and disappointing. - Elvira
How other consumers Sunglass Hut complaints got resolved
Chipped lens not under warranty: A customer was offered 50% off a replacement under the Oops Coverage plan.
Click & Collect mix-up: An online order wasn’t ready as promised. Sunglass Hut apologised, provided a refund, and offered a discount.
Delivery address error: A wrong address led to a lost order. Customer care refunded and gave a voucher.
- Ask for a store manager: They can approve refunds or replacements staff may not.
- Escalate via customer care: Ask phone or email reps to transfer you to a supervisor.
- Formal complaint: Write to Customer Relations (mark Attn: Manager) via customercare@sunglasshut.com.au or mail to Luxottica’s Australian office.
- External mediation: If unresolved, advise Sunglass Hut you’ll involve Fair Trading or Consumer Affairs.
- Public escalation: Post on Trustpilot or social media. Sunglass Hut often replies quickly to public reviews.
- Australian Consumer Law (ACL): Products must be of acceptable quality. For major faults, you’re entitled to a repair, refund, or replacement regardless of store policy.
- State Consumer Protection: Contact NSW Fair Trading, Consumer Affairs Victoria, or your state equivalent for free dispute resolution.
- ACCC: Lodge reports of systemic misconduct, misleading conduct, or warranty breaches at accc.gov.au.
- Small Claims Tribunal: As a last resort, file at your local tribunal (NCAT, VCAT, etc.) for a binding remedy.
- Customer Care Contact – Phone: 1800 556 926 | Email: customercare@sunglasshut.com.au
- Support & Live Chat – FAQs, order tracking, and chat.
- Returns & Exchanges Policy – 30-day returns and satisfaction guarantee.
- Warranty Info – 2-year manufacturer’s warranty.
- Luxottica Service Requests – Warranty and repair tracking.
- ACCC Complaint Guidance – Know your consumer rights.
- State Fair Trading – Lodge a complaint.
Sunglass Hut Complaints FAQs
What is the fastest way to submit a complaint to Sunglass Hut in Australia?
The fastest way is to contact Sunglass Hut Customer Care by phone or visit the store where you purchased the sunglasses. Phone support lets you log a case immediately, while in-store staff can often resolve simple issues on the spot. For speed, have your receipt, product details, and photos ready so your complaint doesn’t stall or need follow-ups.
What happens after I lodge a complaint with Sunglass Hut?
After you submit a complaint, Sunglass Hut reviews it and assigns it to store staff or customer care for assessment. You may be asked for photos or to bring the item in-store for inspection. Outcomes typically include a repair, replacement, refund, or store credit depending on the issue and purchase type. Straightforward cases are often resolved within one to two weeks.
What are my rights if Sunglass Hut refuses a refund or warranty claim?
If your sunglasses have a major fault, Australian Consumer Law can entitle you to a refund, replacement, or repair regardless of store policy. This applies even if the product is outside Sunglass Hut’s standard return preferences. If the business refuses, you can escalate internally, then contact your state’s Fair Trading or Consumer Affairs office for free dispute resolution.
How do I escalate a Sunglass Hut complaint if customer service doesn’t respond?
You can escalate by asking for a store manager or a customer care supervisor and requesting a formal review of your case. If that fails, submit a written complaint to Sunglass Hut Customer Relations and clearly state your desired outcome. As a next step, you can notify Fair Trading or Consumer Affairs, which often prompts faster action from retailers.
You’ve done your part, now it’s time to hold Sunglass Hut accountable.
Take the final step and submit a complaint that gets seen and responded to.