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.
As rated by our community of reviewers
Hlgjkflhk's Response to msabbagh's Review
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.
Alexstamm's reply to Hlgjkflhk's Comment
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...
Emanueljulian's Response to msabbagh's Review
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
Anacara's Response to msabbagh's Review
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.
Ashleyjwheat's Response to msabbagh's Review
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.
Msabbagh's reply to Ashleyjwheat's Comment
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?