written by PePer on 14/03/2018
Although their website and online order system looks legit, do not attempt to purchase anything from this company. They did get some positive reviews dating back some years but today the company has nil customer service. I have ordered eyewear in January and paid in full. I did receive an order update quickly to let me know that there will be a 1 to 2 weeks timeframe in shipment. It is now the middle of March and I have not received any updates. I have sent them countless emails, all of which went unanswered. I have requested a refund 3 weeks ago and again no response. Do not purchase anything from this company!!!! Their is no contact information other than an email address but they do not reply!
written by on 16/02/2018
I've been waiting for my eyewear for 4 months. After receiving a couple of updates early on I haven't received any communication in over 2 months despite my requests for updates. I've now asked for a refund and haven't received a response to that either. I suspect this company is winding down but can't tell for sure. Looking for legal counsel to help me get my money back.
written by AlissaHenry on 24/01/2018
This is a legitimate company, but just a bit of a joke. They're advertising products and charging customers for items they can't access & customer service and speed of communication is appalling. I placed an order on 28 Oct 2017 with delivery in 2 weeks. Three months later and I have just received a notification that my order won't be processed because they can't access the stock. The exact same glasses are still advertised on their website. Communication has been terrible throughout. On 16 Nov I was emailed to say there would be a slight delay. On 11 Dec I had to email to find out a status update. On 19 Dec I received a replying delivery was awaited. Now on 24 Jan I received an email saying they couldn't supply my glasses. They've had my money for three months. Pathetic operation.
Written on: 06/02/2018
I am currently experiencing the exact same thing, though I placed my order on 14 August, 2017. I had received return contact a few times, but that has stopped completely. Now I just want a refund, but I have not had ANY response in over 2 months. There's no phone number on their site, so the ONLY way to get in touch with them is through email, but again, there isn't a reply.
Written on: 07/02/2018
I have had the same experience! Ordered Nov. 2, 2017 and told delivery will be 1-2 weeks. 3 mths of misleading or unanswered emails and still no glasses. I was apprehensive ordering from a website that doesn't have a contact phone number - lesson learned. Will request cc to reverse charges. What a charade!
written by boss007 on 15/01/2018
1. 3 months on and glasses hasn't arrived yet. They said that it could take 2-3 weeks 3 months ago, since than no any communication with them. 2. there is no clear details about company details in the terms & condition, no tel number , company address is invalid and no company registration number and no vat number. 3. do not make any purchase until you speak with any of the staff and I you will not be able to find anybody so forget this online shop.
written by msabbagh on 08/12/2017
I ordered glasses on Metsuki in June and I have yet to receive them, 6 months later! I found them to have the worst online customer service ever. There is no phone number to reach them at and I seem to only be in touch with one customer service representative who saw no urgency in communicating with me and kept me waiting for weeks on end. Metsuki does not value its customers or their money. I never write reviews but I thought there should be more warnings on the risk that one takes by conducting business with Metsuki! Below is a more specific list of complaints I have about them: - Metsuki claimed the glasses I ordered were available. After I ordered them I received a note that they were going to be a "special order" and take longer than usual to ship. This information should have been available prior to my paying for them, not after. - Whenever I inquired about the status of my order (months after I made the payment). I would receive a short and vague email from their representative. I would usually respond the same day and then they would not respond for weeks. I found this to be really frustrating. - Once I got fed up with waiting I asked for my money back, to which they agreed but then proceeded to not reimburse me. I kept inquiring and they kept stalling. Finally when I got a response they simply said that they now have the glasses and can send them to me. This was of course not true (since I have yet to receive the glasses) and it felt like I could no longer trust them. - Now 6 months later I have not received a response from them in almost 2 weeks. I feel like they are ignoring my emails and I have yet to know if I will be receiving my money back, or the glasses I ordered. This is the last time I conduct business with them and I urge anyone considering making a purchase there to look elsewhere.
Written on: 22/12/2017
Glad I found this, exactly what's happening to me right now. Ordered glasses around mid-September 2017, have yet to receive them late-December. They said initially 1-2 weeks because of a special order, then have been stalling for months. They're always "in the next special order from Germany" and will be shipping "this" week. Good price, and they offered me an additional percentage off, but really just stopped responding to anything.
Written on: 05/01/2018
I can only second these comments - the same story happened to me!
The order was placed in June and despite my explicit wish to refund the money and constant reminders I haven't heard back from them in weeks.
Just wondering what steps to take next...
Written on: 19/09/2019
The same has happened to me too. I have ordered about 2 weeks ago and have not heard anything back. I will try to get my money back via Paypal
Written on: 14/01/2018
I've been through exactly the same horrible experience being sent faulty varifocals and claiming in vain for a refund that was never received. Online dispensing opticians are regulated by GOC, General Optical Council and I'm going to fill a complaint against Metsuki. I advise you do the same. Ombudsman could also help.
Written on: 10/01/2018
Exactly what’s happening to me. I have sent countless emails and sought phone numbers through companies house etc, it’s very confusing how this business is set up. I can’t help but feel like I have been tricked out of £300 for the glasses I purchased, and can not get a single update from the company. Am seeking legal help.
Written on: 11/01/2018
Thank you all for sharing as well! I am not sure what to do at this point but it is reassuring that there are others who went through a similar experience and who are also trying to seek legal help. I reported Metsuki to the Internet Crime Complaint Center but unsure what they or anyone can do... Curious to hear what others who have been the victims of this sham have done or are planning to do?
written by on 17/06/2012
From what other reviewers have stated, it seems that when everything goes well, this company is fine. However, if and when problems with orders crop up, Metsuki seem totally unable to deal with them. Potential customers should note heir contact number is a premium rate telephone number and I was put 'on hold' for several minutes. In addition, the customer service representative that I spoke to could not answer some technical questions about the lenses that Metsuki were supplying. Bizarrely, the managing director then cancelled my order without even consulting me simply because I had criticised his company's website! When I spoke with him on the telephone he was extremely rude and slammed the phone down on me! It seems that most people have had a good experience with this company, sadly however, this was not my experience. My advice would be to go shopping elsewhere, or otherwise hope that there are no problems with your order and that you have no questions to ask about your purchase.
written by Shared_experience on 12/09/2011
I guess you can only judge a company based on the customer service it provides....in this case terrible. Glasses arrived late, staff asking me to check with my local post office instead of chasing themselves (I had paid for recorded delivery). Then telling me it had been sent when postmark when actually received showed it had not been. All of this without any word of apology that would have been welcome. So in my case I would rather pay a bit more but be able to talk to my high street optician!
written by on 16/12/2010
I think this is the worst thing I have wasted my time doing, buying glasses online.
High street Opticians every time. You get every after care you need.
Online Opticians should not be allowed, as they give no quality after care what so ever.
Written on: 10/04/2011
Hi
<br/>I think you get some things you want from high street opticians but in far too many cases you tend to get poor service badly trained staff and a poor attitute so if that is everything you look for i agree.Sometimes however there is a need for online opticians if for instance you can't find what you need or like in that case internet searches are great if then you just want to buy the frame and get the lenses in the high street ok. But the people that complain about online opticians after spending £50 surprise me what can you buy on the high street for that?A friend once said people want to pay for lemonade but then expect champagne.
<br/>
<br/>Opticalassasin
<br/>
Written on: 22/09/2011
Opticalassasin - interesting point on customer service from High Street optician! In my case it is Metsuki that provided awful service and found it convenient to hide behind the distance between them and me - i.e. not answering emails and staff \"not around\" when you phone (\"sorry I will pass on the message but I don't look after your order\"). At least with a High Street optician you can complain face to face and it is probably more effective (cannot be worse anyway!).
written by on 28/10/2010
Bought glassses & lenses and although they were made up for me and posted very quickly, when I got them, the frames were faulty. The flexi-hinges were stiff and one would not even rebound to the correct position. Also one of the arms was slightly bent making the glasses uncomfortable to wear. Seller is only obliged to refund for frames as lenses are custom made, he refused a full refund, so I returned shoddy frames for a refund so am stuck with lenses now and no frames! He did offer to repair them but I thought I had bought a quality item, not a wonky stiff reject so I declined the offer! I'm not even bothered about the cost of the lenses but the complete waste of time and the rude response warrants 1 star. Also, for some strange reason, seller would not corrospond via email but insisted in using the website message/ticket system which meant I had no proper record of the dispute.
written by AmandaV on 19/06/2010
My husband had broken his frames , days before starting a new job. We needed the exactly same frames to put his varifocal lenses in( no time to wait for new lenses). After ringing several local opticians without any luck, I finally came across the exact pair in Metsuki. I wanted to make sure they were in store before I ordered them. The lady on the phone assured me they were, but I had to order online. I paid £6.99 for them to be delivered before 1pm the following day. We had arranged to take them to our local opticians that afternoon.
At 1.10 and still no frames, I rang Metsuki. The gentleman was polite and helpful but he said the frames had NOT been sent. He said the lady was off who I had spoken to, he will ring me back when he had the information.
When he rang back, the news was worse; not only had they not sent any, but the did not have any!
He said the lady should have checked as this was the last pair.....and a gentleman had come in that afternoon and bought them over the counter.
As the 'Police' frames are a design of 4 years old....I did not believe this story....and objected to be told this.
I asked if he had the black ones in stock instead, as he had several colours advertised on the site.
I was told they didn't have any stock at all-I said his site was showing all colours as available. He said he would remove them straight away.
He was very sorry, and it was genuine; he even gave us the names of some other providers I could ring.
I eventually got a frame from Posheyes who located them out of the country for me and they arrived in time to have the lenses put in them.
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As rated by our community of reviewers
Perpe's Response to PePer's Review
Written on: 17/03/2018
Update: After putting a complaint to the UK equivalent of the ACCC(Competition and Markets Authority) I have now received an apology email form Metsuki and a full refund on 17. 03.2018
Yas03's reply to Perpe's Comment
Written on: 17/04/2018
Hello! I am waiting for a refund - who did you contact to help??