Virginia B.
Misleading Guarantee
I put off writing this review in hopes that Muukal would stand by their guarantee. Unfortunately, they did not, so here I am. I’ve read the company’s responses to some negative reviews where they say the customer’s review is not true. I assure you that what I’ve written below is a factual account of my experience with Muukal. I apologize for its length, but I think it’s important to share this so anyone thinking about ordering from this company can make an informed decision. In late December 2024, I took advantage of Muukal’s “Buy One/Get One Free” offer and received my glasses in January 2025. The progressive prescription was correct, but the focal placement in both pairs was off. Customer Service requested photos of me wearing each pair, which I sent. They replied that one of the frames was oversized, and the other frame fit correctly. They then said they do not recommend customers choose oversized glasses as progressive. I didn’t see anything about oversized glasses (or recommendations against them) when I was shopping Muukal’s online store. Both pairs I ordered were labeled as Medium. Muukal’s implication that the oversized frames were the problem made no sense because the focal placement was also wrong in the pair they identified as fitting correctly. After selecting a different frame to replace the one they said was oversized, I reminded them that both pairs needed to be corrected. I asked if I should send them back so they could use them as a placement reference when making the new lenses, and they said I did not need to return them. When I received the glasses with the new frame, the focal placement wasn’t perfect, but I could make it work. However, that was the only pair I received. I asked when I could expect the other pair, and that was when customer service informed me they would only remake one pair for free. If I wanted the other pair fixed, I would have to pay more money. We emailed back and forth where I kept explaining that, with their “Buy One/Get One Free” option, I expected to end up with two pairs of glasses that I could actually use. They kept repeating they can only remake one pair for free, but I could get the other pair done if I paid more. And here’s what they said about their BOGO offer, “Hello, just as you said, you used Buy One/Get One free promo, actually you only paid the price of a pair of glasses, and according to the company's regulations, we can only remake a pair of glasses for free.” That is not the intent of a Buy One/Get One Free offer, and no reasonable store is going to have a policy like that. They’re going to replace whatever was wrong — whether one item or both — without charging you more than you’ve already paid. From what I read in Muukal’s policies, paying more to have additional glasses remade is only if the error is on the customer’s end. In this instance, I provided the correct prescription, so the error was on their manufacturing end and should have been covered by the 100% guarantee noted on their website. I understand it’s a challenge to get the focal placement correct when you can’t see the customer in person, but that’s a risk you take when you operate an online optical company. Since I used their “Buy One/Get One Free” offer but received only one usable pair, I requested a 50% refund. That seemed like a logical resolution since they took 100% of my payment but provided only half of what I paid for. Muukal disagreed. In the end, they just repeated their offer to remake the second pair if I paid their additional fee, or I could simply return the glasses. I did not do that, though, because according to their fine print, the customer is responsible for return shipping costs and then receives only a percentage of their money back. Not knowing what they base that percentage on when it’s a BOGO situation, I didn’t want to risk being out even more money. There are a lot of good reviews for Muukal on TrustPilot, but there are a lot of bad ones, too. I should have listened to the latter because, for me, this was a bad experience. The only reason I gave two stars instead of just one is because, even though I didn’t get what I should have — which was TWO pairs of usable glasses — I did end up with one fairly decent pair. Should you choose to order from this company, proceed with caution if you use one of their bundle offers for multiple pairs. Even if every pair is wrong, only one will be remade for free. You might be one of the lucky ones and have a great experience. Or maybe…like me…you’ll wind up kicking yourself for being swayed by their cheap prices.