Tina C.
Does not honor their own policies. Bad glasses no replacement!
I purchased 3 pairs of glasses from Muukal. Unfortunately, 1 of the 3, was not right. It was apparent that the PD was off. Since 2 of 3 was good, I wasn’t too worried that they would make it right. I email and receive a response right away first asking me to send a photo wearing a pair of the glasses was fine and the prescription and I sent it. Then they asked for a photo of the defective pair. I sent it. At first, I thought they would be responsive. Then they blamed it on the size of the frames. I have frames this size and it’s never been an issue. I literally over 17 pairs of glasses and the issue was with their lenses. Their website says specifically “2. Manufacturing error: After verification, we will remake the glasses for you at no charge, or provide 100% refund to the original payment method, or 100% discount coupon.” This is the email I received in response:Hello，May the frame is not suitable to you, you see ,only this pair is L size which is not comfortable. We will provide you a coupon of $40, you can use it to place a new order, thanks. The coupon code is xxxx. Best Regard Lisa www.muukal. Clearly, this is not a refund or remaking the glasses since the cost is $175.20. I explained that this is not their warranty and to replace the glasses with another pair. This is the reply I received: If you think the 40 coupon is not suitable for you. We have a new policy $119 for three pairs, if you have interest, you can go and see and replace the new order.Best Regards Lisa www.muukal. Again, their stated policy on the website is refund or replace. They are again denying the request to replace them and telling me to pay $119 instead. At this point, I sent the following email: Your website guarantees you will replace them. See attached. Send the attached as a replacement or refund me. Else I will have no choice but to explain how you are deceitful and do not honor your guarantee on Trustpilot, Google, ebay and every other website I can find. You have repeatedly put in writing you are refusing to take proper action thus far. Your company made a mistake. Fix it! And we can all move on and I will be a happy customer. Thank you. This is their response: Please allow us to explain some things, because the prescription is correct, no one can know what kind of frame is suitable for the customer and what kind of frame is not right? Sending a coupon just for the customer can buy another pair for less does not mean that the customer can get another pair for free, just to get it for less money than if there was no coupon. Best Regards Lisa www.muukal At this point it was apparent that the company had no intention of honoring their stated warranty. I then went onto Trustpilot to relay my experience. I then receive this email: Hi,We have checked your case and it was LISA who contacted you, right? We did not deceive you. The second pair is too large for you. We suggest that you replace the frame and remake it, of course it is free, that is no problem. Your sincerely Taylor www.muukal. So now I’m optomistic and ready to give them the benefit of the doubt. I sent them replacement information and I get this. Ok,got it, So can you delete your comment before we customize the lenses? We don't know about LISA how to deal with your case. The company now refuses to honor the warranty unless you delete the truth about how they don’t honor warranties apparently until you tell people on Trust Pilot. I wasn’t happy about it but I deleted the content replacing it instead with “I have deleted the review pending the company resolving the issue.” If they honored their warranty and replaced them, it would have been happy to give them a 5 star review and assumed it was a bad employee I was dealing with. Since that time I have received 5 emails threatening that if I don’t completely remove the comment, they will not honor the warranty. They state it is their policy to have negative comments removed before they will fulfill their obligations. These are excerpts of those emails: “If you don't believe us, then we will stop all your orders” “You need to delete it first, otherwise we cannot customize the lenses. You decided, thank you” “Clear frame,we know that,If the comments still there, then we cannot customize the lenses. Please be informed” “Sorry, you did not delete it. You need to delete the entire comment instead of just text. Thank you” “Hello, so you will not delete the comment, right? So we won't be able to send new glasses, sorry” I’ve given it some thought and for the benefit of future customers, I have decided that it is more important to inform the public of what it is like to do business with this company than to get them to honor their warranty. YOU REALLY HAVE NO IDEA WHAT THEIR RATING IS BECAUSE CUSTOMERS ARE FORCED TO REMOVE NEGATIVE COMMENTS TO RECEIVE THEIR MERCHANDISE.
Response from MuukalOpticalJun 11, 2023
Hello, you can say anything what you want to say. We believe that time is the most important thing. You have time to write an article, but we don't have enough time to pull strings. We will remake or refund, but please don't threaten us. Thank you