EYEMOS®Reviews of eyemos.com

Response from EYEMOS®Sep 30, 2026

Hello Andris, Taylor from EYEMOS Customer Care here. I’m sorry the subscription side of your order left such a bad impression, especially since you were otherwise okay with the products themselves. Our subscription option is offered at a discounted price alongside the one-time purchase option, and it can be cancelled at any time. That said, if it wasn’t sufficiently clear to you at checkout that you were selecting recurring deliveries, that is feedback we take seriously. We do not want customers feeling surprised by a subscription after purchasing. From what you described, our team cancelled the ongoing deliveries as soon as you contacted us. The later email asking why you cancelled was simply a cancellation feedback message, not another order and not an attempt to reactivate anything. We completely understand how the sequence of emails could have felt pushy after you had already asked for the subscription to stop. Your cancellation has been processed and there will be no further recurring orders. We’d also like to make this up to you a little. If you contact us at [email protected] and mention this Trustpilot review, we’ll be happy to send you a complimentary box of Dry Eye Wipes, completely free of charge. Thank you for raising this, Andris. We’re glad the products themselves were okay, and we’re sorry the purchasing experience overshadowed that. Taylor, EYEMOS® Customer Care

Response from EYEMOS®Sep 16, 2026

Hello Tim, Taylor from EYEMOS Customer Care here. I completely understand the frustration when tracking seems stuck and it looks like nothing is moving. We’ve checked your order, and it was ultimately delivered 9 days after it was placed. The tracking status did not update as clearly or as quickly as it should have during that period, which understandably made the wait feel much longer and gave the impression that the parcel had not yet entered the shipping process. We also issued you a partial refund for the inconvenience caused by the delay. We’re glad the order did arrive, and we hope that now you’ve had a chance to actually try the product, your experience with it is a much better one than the shipping experience was. Taylor, EYEMOS® Customer Care

Response from EYEMOS®Mar 22, 2026

Hi Barbara, I’m very sorry about this — a cord should not stop working after only a few uses, and I’m also sorry the troubleshooting process felt drawn out and frustrating. That’s not the experience we want anyone to have, especially when you’re reaching out for help within the return window. On the photos/video requests: our team asked for those because intermittent power issues can sometimes be caused by the power source/adapter or the connection point, and we try to rule out the simple fixes quickly before making you go through a return. But we should always keep that process efficient and respectful of your time. Most importantly, we’ve now issued a full refund for your order. We appreciate you bringing this to our attention — we’re using feedback like this to tighten up both our QC checks and the way we handle support so it’s faster and clearer when something isn’t working as it should. We are determined to make this right and have you experience the actual intended benefits of our product, therefore in addition to the full refund we've also shipped out a replacement to you free of charge. Thank you again for your feedback! Taylor, EYEMOS® Customer Care

Response from EYEMOS®May 14, 2025

Hi Reynaldo, That’s a frustrating experience, and you’re right to be annoyed. It shouldn’t take eight emails to sort something out — we dropped the ball there. We’ve since made changes to our return process so customers don’t get stuck in long back-and-forths like this again. And while many people do get real relief from our mask, we understand it’s not one-size-fits-all — especially when comfort and fit are this personal. Glad you were eventually refunded, and we appreciate you being patient through the mess. Feedback like yours pushes us to do better. – Taylor, EYEMOS customer care