Natalie D.
Extremely Delayed Order, Poor Communication, and Unacceptable Customer Service
I placed an order with Muukal Optical on February 4, 2026 for three pairs of prescription eyeglasses#12602105833. At the time of purchase, I was told that my prescription had been verified and that production had already begun. I was later informed on February 10 that my order would ship “around Thursday.” Despite these assurances, the order did not ship on time, and the status did not update for days. I repeatedly had to reach out for information that should have been provided proactively. When the package finally arrived — well past the promised date — I discovered that only two of the three pairs were included, even though I had paid the higher price of $149 due to my prescription. At no point did customer service notify me that one pair would be missing from the shipment. I had to contact them again to ask why I did not receive all three pairs and whether I would be refunded or given a delivery date for the missing item. This lack of transparency and accountability is unacceptable. The third pair eventually arrived on Monday, February 23, but only after unnecessary delays, incomplete information, and multiple follow‑ups on my part. The entire experience showed poor communication and little regard for the customer’s time or expectations. While the glasses themselves are acceptable, the customer service and handling of this order were extremely disappointing. I would strongly encourage future customers to be aware of the inconsistent timelines and lack of clear communication before ordering.