My complaint:
On October 25th we were in Memphis TN for the weekend and went to the Bass Pro shop. While inside we went into the SunGlass Hut. While browsing the store I seen you could customize Oakley sunglasses and I decided to do it. I do want to state that the guy working the store at that time was excellent! He helped me pick the style, which was also the best fit, and got me going on designing what colors and all that so I could place my order. I paid for the order along with other glasses that my wife found in store. Left the store feeling good about the whole process and purchace I had just made. Then is all goes south from there. I received a email form SunGlass Hut telling me my order was complete and had shipped. The email provided me with purchase date and order number along with a link to track the order. I clicked the link and it took me to UPS tracking. I entered the tracking number and got a error message saying no information available. It said it could take up to 24hr for the information to be updated so I got back on the following day and tried again. Still no information available! I gave it another day and then went and tried ot again for the 3rd time, same result. That’s when I sent a email to customer service at SunGlass Hut on Oct 2nd. I then got a email back from Sunglass Hut Customer service on that same day that said they typically answer emails within 2 business days. Later that night got a response from SunGlass Hut Customer Service asking me to provide them some more information about the order because they were unable to locate it. Here is when they asked me for the order number and said it starts with SGH. The order number I was given in a previous email was totally different. I was given one with the beginning letters MBP. I received another message back from SunGlass Hut Customer service telling me that they see that my order has shipped out via UPS USPS and was provided another tracking number and was advised that if the order was not delivered by 107 that they could my order would not be delivered. I was then told what I needed to do to get a refund. I would need to go to the nearest store location and show the email to make it a little more seamless experience. I asked if this tracking number means that my order was picked up because by this time it had been over a week since I placed the order. I then received another email from a different person from the SunGlass Hut Customer Service Team. This email told me how sorry they are for the inconvenience with my order and they are working to get my order delivered by 107, but if their last option to proceed with order cancellation I would receive a discount on my next purchase. I told them
i hoped that it did not get to that point but I did have a couple questions. I asked why no one could tell me where the order is, or if the order had even been made yet? None of the information I had been given was correct so I was starting to get frustrated. I replied asking why were they being so quick in telling me to cancel the order. I explained that they were customized glasses not just normal ones that are sold in the stores, so surely they wouldn’t want to cancel if they had already been made for me. I told them mistakes happen and I understand that so lets figure it out and if I get them a little later then so be it. Cancellation was not a option! I then thought maybe if I speak to someone on the phone I might get better results. That was not the case! I was told by the lady on the phone that I should cancel and then got to the store I purchased them from to try and get a replacement or or request a refund. I told this lady that I purchased them in Memphis, TN and I live 5 hours from there so that wasn’t doable. I also told her that it was a customized order also. So again no help there! I then receive another email from a 3rd person from the SunGlass Hut Customer Service Team. In this email i am told of how sorry they are for all of the frustration this whole process has caused me, and apologize on behalf of their brand. i am then told that for more precise information, they would ask, for me to contact the store where I made the purchase since I will receive the necessary assistance. Then he continues to tell me that my purchase was made less than 15 working buisness days ago that I am still in the manufacturing and shipping process. Here I know I was told a completely different number of days for my order to ship to me when I purchased it in the store. I sent a reply to this email expressing my thoughts on all of it and have not heard anything back since. I told them that they keep telling me to do all this stuff but the problem is I do not work for SunGlass Hut! I am the customer and I have done my part. I placed my order and I paid for my order! It is on them to finish the deal and provide me with the product that I have paid for.
Suggested solution:
Get me what I paid for and if cancelling custom orders is no big deal then they should give me another customized pair on them
