Emily B.
DO NOT BUY FROM THIS COMPANY
DO NOT BUY FROM THIS COMPANY! I had multiple issues with my order. They did not go through production as the timeline stated. They were only completed AFTER I had reached out inquiring about my order. Once shipped there was an issue with the documentation they provided to FedEx so I had to follow up with Mouqy AND FedEx myself. The package was ultimately not received and I have been back and forth with them for almost a month now. They will do nothing to assist me in resolving this. They tell me the same thing over and over. They have taken no responsibility for their issues as the merchant. I do not recommend them AT ALL. EDIT: To tell me my review is unfair when this is my experience is TERRIBLE. These are the facts. They only did their best AFTER I continuously followed up almost always requiring a follow up prior to a response. Although there is not timeline that the company has given me, the departments have a timeline in which these types of things can be filed. Mouqy was not willing to work with me because I would not have been allowed to file a police report due to the timing. Their lack of understanding is ridiculous.
Response from Mouqy EyewearApr 27, 2023
Hi customer, We are sorry to hear that you had a negative experience with your order. However, we must clarify that your review is not fair at all. We did our best to assist you throughout the shipping process, especially with FedEx for custom clearance. Moreover, FedEx has provided proof that the parcel was delivered to you, including a delivery photo and delivery proof (which we also sent to you). We also suggested checking with your neighbors or other individuals who may have received the parcel on your behalf. Furthermore, we double-checked with FedEx, and they confirmed that they delivered your package. In the event of a parcel thief, we tried our best to offer you a full refund as long as you submitted a police report. However, you stated that you were on a business trip and couldn't file a report on time. We want to clarify that there was no deadline given for you to lodge the police report. Please let us know if you have any further questions or concerns. Thank you, Mouqy [ EDIT ] Hi customer, We are sorry that you feel your experience was terrible, and we understand your frustration. We want to clarify a few things regarding your review. We apologize for the delay in delivery due to custom clearance, and we were constantly following up with FedEx regarding this matter before you contacted us. However, we do acknowledge that our communication with you may not have been as prompt as you had expected, and we apologize for any inconvenience this may have caused. Regarding the missing parcel, there wasn't a case at first place because FedEx has already delivered the parcel in their records. However, we did ask FedEx to conduct an investigation, and all the proof indicated that the parcel has been delivered. We would like to clarify that to file a police report for a thief case, there is a one-year statute of limitations. We are not sure why you were not allowed to file a police report due to timing, as there is a reasonable amount of time to do so. As we mentioned earlier, we are ready to offer you a full refund as soon as the police report is provided. Thank you, Mouqy