Sunglass Hut

I came into the store on a Sunday afternoon after Christmas to return a Christmas Gift with the original store receipt that the person had given to me. While the customer service people who greeted me were nice/​welcoming, the lady at the cash register (who supposedly is also the store manager) was not. Immediately after providing the sunglasses and receipt to her for a refund, she carefully examined the sunglasses and looked up the product online (as it was purchased from a different location). While I didn’t think anything of this at first (after all, they have to make sure the glasses aren’t used or damaged), it became awkward after a couple minutes. She spent so long carefully examining the glasses that I felt uncomfortable. I was then told that the SKU # on the receipt didn’t match the glasses. I had no idea how this could have been the case. She then proceeded to look up the glasses online and confirmed that the SKU # was correct… not sure why she even brought it up as it only complicated matters further. I was finally told that I could not be issued a refund unless I had the original card with which it was purchased. As the glasses were a gift, I of course did not have the original card. The associate then told me that she could only offer me store credit, even though the receipt did not indicate that original form of payment was required for a refund.
The policy to only offer store credit when the original form of payment is unavailable, despite having the original receipt, is simply unacceptable. The policy is clearly an effort to ensure that returned holiday gifts result in no loss of sales to the company; since recipients of gifts generally do not have the original form of payment, the company is taking advantage of this situation by only providing store credit to such consumers in order to keep the money within the store. Even if this is in fact Sunglass Hut’s policy (in which case the return policy per the receipt is inconsistent), the sales associate did not handle the situation professionally or appropriately.

Literally driven out of the store by the blaring music. Couldn’t hear myself think and didn’t last more than 30 seconds in the store. There was some promotion being offered (couldn’t hear what it was) but they would have had to be giving things away free for us to stay any longer.

On Mother’s Day, my partner and I went to this store begrudgingly because of our previous experience there. We had a coupon so we thought we would at least check out what they had before we looked elsewhere for sunglasses. Pleasantly, the guy who was working was exremely professional, helpful, and friendly. I give him huge kudos for keeping his calm with a guy who was in the store and was pretty demanding. This guy really made the difference from our having a ho-​hum experience to a really good experience – goes to show the people you hire can really make a difference to your bottom line. We ended up buying a pair of sunglasses and so did the guy who was really demanding.

What a difference a store can make. I usually have good service but this store’s service was poor.
I went to this location to return a pair of glasses I had bought from the store at the Tyson’s location which by the way has great service. When I got to the store, the sales lady was finishing up a purchase for someone else and I stood in line. Once she was done with him, I told her I wanted to do a return. She didn’t bother to say hi when I entered in the store or even when I got to the counter. Instead of serving me next, she tells me to hold on and proceeds to wait 2 minutes to serve someone else who was not in line but who had been trying on glasses. The sales lady didn’t even provide an explanation nor did she seem to care that I was there. When she finally decides to do my return, she made me feel like I was a nuisance and I felt very unwelcome. She could not do the return because I had bought these sunglasses after exchanging them and would need to know how I paid for the original pair unless I wanted to get part of the refund as a gift card. The only other option I had was to go back to the original store. I was fine with going back to the Tysons location. So I get to Tysons and find out that she could have done the refund if she had just called Tysons to find out how I paid for the original sunglasses.
If you want a rude, useless, and dumb sales person, this is the store for you. If not, go to one of the other stores in the area like Tysons or Pentagon City. Don’t waste your money that you will need to pay for parking and the time.