Sunglass Hut Bristol

smilliebop

I bought my husband a pair of Ray Ban sunglasses £194. He got a rare opportunity to go in a car with the roof down. Some bugs hit the lens. He cleaned them with Maui Jim glass cleaner, and where bugs had hit the lens - there is damage to the lens. This was a 30 minute car drive in glorious sunshine. Sunglass Hut have said he damaged the lens by scratching them. They said we have to prove that the product was faulty or damaged on purchase and although he only had the glasses for a couple of days - this constitutes as normal consquences of wear. This has never happened before (never been in a car with roof down). When I disputed this at the store, I was told I was only allowed to use the Sunglass Hut products to clean the lens.  I followed up in writing and they are refusing to repair, exchange or refund.

Do I have to accept this? Any help or advice appreciated. 

Sandtree

As its in the first 30 days the retailer is entitled to require you to prove the product was defective rather than it being impact damage, misuse etc. This is ordinarily done by way of an expert engineer report, the cost of which can be added to the claim if it supports that they are defective.

There is the added complication here of a second product being involved which could be involved in the damage

What car was it in that he got bugs in his face?

smilliebop

Sandtree said:

As its in the first 30 days the retailer is entitled to require you to prove the product was defective rather than it being impact damage, misuse etc. This is ordinarily done by way of an expert engineer report, the cost of which can be added to the claim if it supports that they are defective.

There is the added complication here of a second product being involved which could be involved in the damage

What car was it in that he got bugs in his face?

Thank you - He got a ride in his mate's rented Caterham.... 

JJ_Egan

My sunglasses are scratched  , reason is cleaning cloth .

68ComebackSpecial

Fortunately he can buy replacement lenses. There are numerous companies online offering the service but it would probably be better to contact Ray Ban UK direct to avoid fakes.

Aylesbury_Duck

smilliebop said:

I bought my husband a pair of Ray Ban sunglasses £194. He got a rare opportunity to go in a car with the roof down. Some bugs hit the lens. He cleaned them with Maui Jim glass cleaner, and where bugs had hit the lens - there is damage to the lens. This was a 30 minute car drive in glorious sunshine. Sunglass Hut have said he damaged the lens by scratching them. They said we have to prove that the product was faulty or damaged on purchase and although he only had the glasses for a couple of days - this constitutes as normal consquences of wear. This has never happened before (never been in a car with roof down). When I disputed this at the store, I was told I was only allowed to use the Sunglass Hut products to clean the lens.  I followed up in writing and they are refusing to repair, exchange or refund.

Do I have to accept this? Any help or advice appreciated. 

This is the crux of it.  I assume Sunglass Hut inspected the glasses when you took them back?  If so, then they have determined they aren't faulty and that your husband has damaged them when he cleaned them.  Do you have to accept this?  Not just yet, but it's up to you now to prove that they were already faulty, which you may do by getting a third party to inspect the glasses.  If that report says they are faulty, then you go back to SH.

In my opinion, I'm afraid this is unlikely to be the result of faulty lenses and much more likely to be a result of your husband using the wrong cleaning product or cleaning cloth or using the wrong technique.

Keep_pedalling

Bugs are made up of a number of substances that are not going to be kind to the surface of sunglasses, including hard wing cases and fluids that stick like glue. Trying to remove with with lens cleaner and a cloth is going to scrape the hard bits across the coating of the lens causing scratches. Rinsing under the tap or a short soak in warm water would have been the better option.

The glasses were not faulty, just subject to careless cleaning, so yes you will have to accept it.