I ordered glasses from them on a Saturday afternoon. Later that night I realized I wanted a larger…read morelens size for comfort and called the next morning to make the change. These are $500 lenses that I will have to live with for years, so comfort matters. They told me the lab had already started making the lenses and the order could not be changed, this was less than 24 hours, maybe they move too fast and should consider a 24 hour time gap to allow to customer changes, which probably happens many times. They did offer to cancel the order and gave me a full refund, which I appreciate, and the representative was knowledgeable and helped me pick the right type of lenses. This is why I gave them 3 stars instead of 1. What I do not understand is why they refused to place a new order for the corrected lens size when I was ready to reorder immediately. Instead, they simply cancelled the order and sent me on my way. In other words, they would rather lose the sale than work with a customer who is trying to correct something reasonable less than 24 hours after placing a $500 order. That kind of inflexibility is not what I expect from a business that claims to provide personalized optical service. I will never go to them again.

I had an amazing experience at optical illusions. From the moment I entered, I was greeted warmly…read more Kali explained each process we were doing as she was prepping me for the doctor. Dr. To was also very knowledgeable, understanding and not pushy at all like some other places. He educated me while allowing me to choose what I wanted for my needs. Brendan was helpful when it came to placing an order for frames and it didn't give that "salesy" vibe. Would recommend to others!

The worst customer service. Went in to return an unworn pair of sunglasses purchased at another…read moreSunglasss Hut. The women that helped us "claimed" the glasses were scratched. When I asked to see the scratches, I used her cloth and softly wiped them clean and saw no scratches and neither did her other associate. The women insisted there was a scratch and there was nothing. She was rude, unprofessional and mean. I am sure she gets some monetary deduction and just wouldn't help. My last visit to that store!!!

Came to adjust sunglasses that were purchased from this store. The salesperson was rude and…read moreunprofessional. She started bending the arms without warming. I asked nicely to be careful because I won't be able to buy them anymore . I got yelled and asked to leave and go to a different store. Definitely not coming back to buy my next pair

First off this store needs an upgrade. They really need better internet and POS upgrades for…read morereliability. All the staff is wonderful. I want to say a shoutout to Assistance Manager Matt. He really took care of everything and honored the pricing that was advertised. Even though I had many issues on my order, he fixed everything! This is outstanding customer service! Matt really takes care of his customers. He should be promoted! He is the gold standard of how the brand should be represented!

Dylan was super helpful and attentive. Great deals and selection overall…read more Highly recommended

I've been to this location a few times before and have had great experiences, but today was an…read moreexceptional one! I came in and was immediately greeted by Samantha. I was just browsing for a new pair because my current sunglasses were getting loose and I needed to find frames that fit my thin and low nose bridge better. I found some frames I liked and Samantha let me try them on in all the colors they offered. After I decided on the colors, I was pleased to find out they were having a buy one get one free sale which I think they had last time I came in. I chose brown and black. When we got to the register we got to talking about my current sunglasses, also from Quay, and Samantha let me know they offer free adjustments for Quay sunglasses if you bring them in! She took one look at how they sat on my face and went to the back to adjust them; in no time she came back out and had me try them back on. She adjusted the sides and the nose pads, and to my surprise, she adjusted the nose pads the complete opposite way than I thought I needed and they fit me SO much better! My mind was blown realizing I didn't exactly need new sunglasses, I just needed them adjusted to fit my face correctly! I did need a new style though so I'm happy I found not one, but two colors in a new style. I also ended up purchasing the cute little black and gold zip up sunglasses case that I could potentially use as a wristlet wallet if I really wanted to. So two pairs of sunglasses, a new case that has multiple uses, AND I my current sunglasses fixed to perfection? Yeah, I ABSOLUTELY got my money's worth here! THANK YOU SAMANTHA! You are a life saver. I was so so so happy with my experience at Quay today :)

Thank you to Drue for her exceptional customer service…read more I visited the store shortly after Thanksgiving to purchase a pair of sunglasses and later realized I needed to exchange them. Drue assisted me during my initial visit, and when I called the store a few days later, she was also the one who answered the phone. She was immediately helpful and reassuring, confirmed availability of the replacement pair, and ensured everything was noted in my account, so the transaction could be completed smoothly. (Drue also did a great job adjusting my previous Quay sunglasses.) I Just wish there were more Quay locations in the Bay Area!! =)

Shout out to Kathy for helping and accepting my return. I had gone to 3 different sunglass hut's…read more(southland, the lot, and one in Oahu) and all of them had told me same thing. "sorry but our systems are down". Kathy was fast with helping me with my return and I will come back in the future to buy sunglasses specifically from her. Thank you Kathy.

Stay away from here This is the second time I have had…read moreissue returning an item . I bought online then went to pick up Tried on the pair I bought , didn't like them so I returned them right then . Found another pair and bought those The return had not been processed , my bank has not received the funds and I called the store and they are blaming my bank Just like they did last time Now I'm must pay over 500$ for a pair I returned ? Plus the new pair I purchased Are you kidding me ? When I call they just keep saying they returned them !! And it's my Banks fault , laughable and not true . Corporate doesn't answer. The store manager texted me at first and promised to help But now has gone radio silent From the google reviews this has happened to other customers Calling 7 on your side to expose these rip offs Minus 5 stars

best service all time , always come here for my glasses and no where else. lyn is the best and dr…read morepeter is one of a kind

Update 5/23/26: Both my wife and I picked up our glasses. Her's came in about 2 weeks ago and only…read morethe Chopard regular frames were ready to be picked up today. My sunglasses are on the way!! We both love the way our glasses look on our face. All the support that we received during the shopping process were intentional. Disclaimer: My wife's regular frames needed to be readjusted twice and her sunglasses require more UV protection. However, all times were a flawless process. They had get come on, she discussed her issues, they listened and then executed. I love that about them. They make it feel like part of the family 100%. I chose a pair of Chopard frames and a pair of Cartier sunglasses. My wife chose Philipp Plein for both a regular and sunglasses frames. We did not feel like we had to buy anything. We were made to feel special with our purchases.

I went in today to have a brand new pair of Rayban's I had just purchased in Vegas shaped for my…read moreface. This is my second pair of the carbon fiber Rayban's, my first pair was purchased around 2015-2016 and I have loved and worn them almost every day since. And they are the exact same size except the lenses are a tiny bit bigger in the new ones. (I think her name was Natalie) was the only one on the sales floor and I was the only customer so I had all her attention. She was so friendly and has great communication skills. Where she REALLY shined though was the shaping of the glasses which she did with such ease and was meticulous in regards to them sitting straight on my face ! I couldn't be happier and if I happen to have any issues it's a free service and come back as many times as I need. Correction, I think I had her name wrong, I'm told it might be Natalie, not Savannah ‍ I'm sorry girl.

After driving all the way from tracy to Brentwood. We found…read morethem closed before working hours. They decided to go home early .

Terrible service. Racially profiled us. These are separate entities in Macys and when you return…read moresomething they eat that cost. Then why have a 30 day return policy in the condition bought and received if you're going to take the glasses that are in perfect condition, not worn, and plant scratches on a perfectly new item and say we can't return. We witnessed this and were floored. They are liars and cheater Be warned!

Please never give them your business. The short man with nice hair is a crook. I went to return…read moreglasses I purchased elsewhere, he said I needed the paper receipt not the online receipt. I went home found the paper receipt and returned another day. Once he noticed I had everything I needed. He damaged my glasses when I was not looking by putting what looked like white out or white paint on them to say he could not return them because they were damaged. When I got in my car I took out the glasses to see what it was. Because I was sure they were in perfect condition when I arrived and that white paint was still wet and rubbing off. I will be reporting him to Macys and Sunglass Hut also. People like him should not represent their company.

If you're like me, and tend to lose glasses, or destroy them, this is the place. Good quality,…read morecheap, and professional staff.

Very helpful and articulate when making a sale! Great service and I would come back for sure…read more Drives a hard bargain but nothing you can't say no to!