ordered a €39 tracksuit from this store
The item arrived but the quality/fit was not as expected. I contacted customer service several times regarding a refund, but I only received repeated automatec replies saying they could not find my order, even after providing the order number and email multiple times
No real support or solution was offered,
Very disappointing experience and I would not recommend this store
Response from CharmooMay 6, 2026
Thank you for your feedback. We’re truly sorry to hear about the frustration described.
However, after thoroughly checking our system, we were unable to locate any order matching the information provided. We would like to gently clarify a few important points for transparency:
• Our store only sells eyewear and does not sell tracksuits or clothing
• The order number mentioned does not match our order format
• We currently do not ship to Greece
Based on this, it appears this purchase may have been made from a different store with a similar name.
We completely understand how frustrating it is when an order cannot be found, and we genuinely want to help point you in the right direction. If you could share a screenshot of your order confirmation and the website where the purchase was made, we would be happy to help you identify the correct retailer.
We kindly ask that this review be reconsidered, as we believe it may unintentionally mislead other customers about our store.
Our team is always here to help and provide real support for verified orders.
AR
Aaron R.
Cannot recommend
Did not have a good experience with this company. Unlike other online glasses companies, customer service is not their priority. Stuck with glasses that I cannot use. No exchanges, no corrections, no credit, no returns. Do not recommend. China based. (No phone number for customer support / No address given) EDIT: I never asked for a return/refund. Like all other online glasses companies, when any problem arises, they work with the customer to rectify the problem. You refused to even do this. My only option was to purchase an entirely new set of glasses at a "discounted" rate. Period. I recently worked with 2 other companies (GlassesUSA / Zenni) whose policies were immediate return for correction - regardless of "custom built." That's what glasses companies do - "custom build" products; and what all companies deal with on a daily basis. "The difficulty arose because the prescription provided was unfortunately incorrect." Yes - and your company's only reply was to "buy another pair." They claim they "have been running [their] official website for several years" - early 2025 with Trustpilot reviews beginning in mid-2025. The company doesn't even allow Google or Yelp reviews. Rather than reach out personally and try to rectify this "unfortunate" mix-up with a customer fairly, the company chose to reply here with a policy statement that basically says: "You buy. Bye-bye." I stand by my review.
Response from CharmooMar 30, 2026
We’re truly sorry that your experience left you feeling this way. That was never the impression we hoped to leave, and we genuinely appreciate you taking the time to share more details.
We would like to gently clarify that we absolutely do work with customers whenever problems arise. In your case, our first step was to verify the prescription to understand why the glasses were not usable, because prescription accuracy is the most common cause of vision issues. Our goal was to determine whether the problem came from the prescription itself or from production so we could provide the correct solution.
If a manufacturing error is ever confirmed, we always take full responsibility and remake or replace the glasses at no cost. After reviewing your order, we confirmed the lenses were produced exactly according to the prescription submitted at checkout and no production defect was found. Unfortunately, the difficulty arose because the prescription provided turned out to be incorrect, which understandably made the glasses unusable. We completely understand how frustrating and disappointing this situation must feel.
Because prescription eyewear is individually customized and cannot be resold, refunds are only possible when there is a confirmed manufacturing defect. This is standard practice across the eyewear industry and is clearly stated on our website before purchase. Even so, we never want customers to feel unsupported. Within our policy, we offered a significant remake discount to help reduce the cost of a corrected pair — a solution many optical retailers provide in similar situations — though we understand this did not meet your expectations. We understand that other companies may offer different policies, and we respect that comparison.
We also want to clarify the timeline of our brand. In 2025 we relaunched under the Charmoo brand and our current website. Prior to that, our team had already been working in the eyewear and cross-border e-commerce industry for several years. The rebrand and domain update were part of building a dedicated independent store and improving the customer experience. As a growing independent brand, we continue to learn and improve our service, policies, and communication based on feedback like yours.
We provide customer support by email so every case is documented and handled carefully, and our return address is always provided whenever a return is required.
Your feedback is genuinely valuable to us. We are truly sorry this experience did not meet your expectations, and we will continue working to improve so we can provide a better experience in the future. Our door remains open if you would ever like us to help further.
KD
Kirk D.
If you want to return a product
If you want to return a product, you will have to send it to China at your own expense. So be sure to check that the frame will fit before you buy it.
Response from CharmooNov 7, 2025
We’re truly sorry to hear that your experience was not what you expected. We always aim to provide the best possible service and solutions. In this case, we had offered a very fair option to help reduce any inconvenience and financial loss, but you preferred a full refund.
Because these frames are high-value, the only way to issue a full refund is to have the product returned. We understand this may be inconvenient, but it’s the only way we can ensure fairness while maintaining the quality and service for all our customers.
We greatly appreciate your feedback, as it helps us improve. We hope this clarifies the situation for anyone reading the review — we are committed to offering fair solutions, high-quality products, and attentive customer support.
— Charmoo Team
LL
Lyn L.
Do not order from Charmoo unless you…
Do not order from Charmoo unless you know you will absolutely love the frames. I ordered non prescription lenses and 2 frames. I did not like the fit or quality and reached out to get a return label to send them back. They sent me a mailing address and said that the return postage was my responsibility. I went to UPS and they want $256 for shipping 2 frames back to them in China. I am in Iowa btw.
Response from CharmooSep 16, 2025
Hi Lyn, thank you for sharing your experience. We’re truly sorry to hear the frames didn’t meet your expectations.
Just to clarify for transparency: our return policy, which is published on our website before checkout, states that non-quality-related returns (such as style, fit, or personal preference) require the customer to cover return shipping costs. This is a common practice for international retailers, as shipping fees are set by carriers (UPS, DHL, FedEx, etc.) and are unfortunately outside our control.
That said, we completely understand your frustration with the high quote you received from UPS. Many of our customers use alternative couriers or consolidated shipping services to reduce costs, and we’re always happy to share suggestions where possible.
We do our best to be upfront and transparent, and we hope this explanation helps others understand the context.
