I purchased a pair of Cutler and Gross frames with decent price and an expected delivery time of "approx 1 to 2 weeks". In reality this turned out to be nearer 10 weeks and required frequent requests for an update. They state they have a 100% satisfaction guarantee but when I stated I was not 100% satisfied I received absolutely NO response. Will look elsewhere in future.

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!

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.

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.

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.

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.

My optician wanted over $700 for these glasses and I found this company selling them for about two thirds of that with my lenses. I have quite a strong lense and they worked really well, although I was a bit unsure of ordering these online at first. I have never really bought glasses online before but I will definitely be back.

The firm, by way of their Zendesk (!) took a few weeks to inform me that the specs were no longer being made, but that they'd do their best to find me a pair, which they happily succeeded in doing. The earlier anonymous progress reports by mail had not particularly inspired confidence. Support staff with actual names should contact the customer at an earlier stage, as this will give the transaction more of a personal touch.

ordered 2 pairs of frames as backups for when i break my current pair... arrived well packaged and quickly. many thanks Oli

I am delighted with my purchase, in particular, the great price, Metsuki's ability to fulfil the order within days (when all the other on-line shops were saying no stock available & quoting a waiting time of many weeks), my telephone queries where handled in an honest, friendly and informative manner, and the frame is the quality genuine article. Metsuki gets the full five stars, my recommendation and my return custom in the future.

I was impressed with the speed of response and communication after the order. My glasses had not been in stock but Metsuki were able to get them in within a day and they arrived with me in Australia within the week, a very prompt delivery. Very happy with the service and product, as I had not been able to find these glasses anywhere else.

Cheap but terrible customer service - hard to get someone to call you back. Also very slow to deliver - should have paid a bit more and used the high street.

I have ordered 2 pair of glasses from Metsuki and the staff were very helpful and friendly.My glasses were delivered in 2 days. I am very happy with the service and Have already recommended to friends and family. I will definitely order any futures glasses from Metsuki.

Ordered these glasses online at less than half the price from the opticians in town. The order form was easy to use and the service was excellent. I was kept well informed of my order's progress. The glasses arrived very well packaged and are great. Many thanks, I would defintely order again and recommend family and friends.