Sunglass Hut International review: Do not order online apparently

My boyfriend and I ordered sunglasses at the end of August and our package should have arrived on September the first. Tracking shows it has gone to several centers to be shipped but the package will sit in these locations for a few days at a time and now, it has been in the same facility for three days showing shipping is pending. We spoke with customer service this morning and the associate said we could get a replacement pair but had to pay additional for shipping but that we would be refunded once the product arrived. We told her to notate our account so that we could reach out to the facility just to verify that they did not in fact have it. The reply was that they did not. Called back to Sunglass Hut and now, they are saying we cannot get a replacement for 5 days. This seems like a scam and we are super disappointed in this company. We have been purchasing glasses in store for years and it seems we won’t even be doing that now. Poor customer service, unable to deliver product and inconsistencies when speaking to the employees. This is ridiculous and they need to do better!