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Business Profile

Optician

Muukal Optical

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Optician.

Complaints

Customer Complaints Summary

  • 33 total complaints in the last 3 years.
  • 31 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/26/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have been trying to repair glasses that were made wrong through this company, which is allowable through their website. The company will not respond or help me in getting this done. This has been going on since May.I have attached a word document showing my communication with them and their lack of communication to me. This may seem insignificant, but this company is not following through on their own promises and that isn't ok.

  • Initial Complaint

    Date:04/30/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I placed an online order at ****************************** for three pairs of prescription eyeglasses on 02/03/2025, order #***********.I cant see with any of the three pairs. I cant read up close of far away. I have to squint my eyes to try to see a little better. I get headaches all the time I use the eyeglasses and get headaches when I try to read with them which it doesnt work.I have contacted them by email 12 times. Through text three times and through Instagram 1 time. At the beginning of emails they were replying until the stopped replying after 03/09/2025 which was my third email to them. They take pride of 24/7 customer service and they are not taking care of me. The have a satisfaction guarantee and their eyeglasses do not meet my health requirements for them to work! I CANT READ WITH ANY OF THEM. All I want is my money back. I have ordered prescription eyeglasses glasses from another company for the last 19 yrs and I have never had any problems with them. I changed to this company and all I have had is headaches after headaches! I truly believe they are waiting for the 90 days to pass so they wont have to honor their policy. All I want is my money back- Ill return the eyeglasses.

  • Initial Complaint

    Date:04/17/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Ordered (Order ***********) a new set of prescription glasses in 2025 that were manufactured incorrectly. After 18 emails back & forth the company refuses to remanufacture. Glasses were missing prisms as prescribed. Company stated they will refund purchase price only if I pay shipping and import duties to return defective glasses to *****. ******* no one purchase any product from this company.

  • Initial Complaint

    Date:04/13/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased 3 pairs of glasses for $119. I have a progressive prescription that requires each of the 3 sections of my glasses to be aligned correctly so I can see. The alignment is wrong in all sections of the glasses. I contacted Muukal and they will not send me the return address to return these glasses for a refund. They have had me take photos of myself wearing the glasses, resend the prescription, and resend the pd measurement. Without the glasses, they can verify nothing. I want to return these glasses for a full refund and I will never buy another thing from them at all. Please alert the media of this fraud. Over 8 emails have been sent back and forth and they still won't let me return the glasses so they can be inspected and I can receive my 100% refund.

  • Initial Complaint

    Date:03/27/2025

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Ordered from Muukal Optical in 3/9/25. Three pairs. Wanted six pairs. Made a second order the next day because I received a bizarre email from them to make a ****** account. I paid with a PP account. I sent an email questioning this and looking for a refund of my expedited shipping, because I am incurring an extra charge making two orders vs one. Look at my receipts. They clearly see I paid via ****** and yet want me to make account? This is ********* of the shippings was returned to **** did not get my glasses within the time allowed per their website. Order 2 isnt here yet. Their website states Money Return 100% Money Back Gu arantee, no reason for return. I have asked and asked and they ignore my request.Order one has a very bent pair. The prescription is not mine. They are all so Blurry it isnt funny. They are also misogynistic in their emails to Me. *** filed out a complain with my state. I want the refund for the two orders. Just as their website states.

  • Initial Complaint

    Date:03/26/2025

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I placed my order on 3/17/25. I just reached out to their customer service via text to ask where my package is and when I will receive it and they texted back, "Don't worry about where your package is now. It will be delivered...Have you never bought glasses online." The phone number listed here ************ also does not work. I am shocked to by their customer service. Now they are threatening to publicly expose my private information...

  • Initial Complaint

    Date:03/25/2025

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    DOP: 3/11/25 $150.15 USD ORDER #: ******* TRANSACTION #: ***************** I ordered my glasses on March 11 and received an "action required" email asking for my pupillary distance (PD) measurement. However, my prescription clearly included the PD, which the person who processed my order did not read correctly. This mistake is on Yesglasses, but it has delayed my order, and they have ignored my requests to speed up the delivery. Now, I am told I need to wait an additional 9 business days for my glasses.I explained that I will be out of town for a month and need the glasses before I leave. I have been communicating with **************** for days, and it has been 2 weeks since the date I ordered. I have asked to speak to a supervisor several times, but my requests have been ignored.Yesglasses needs to ensure that my glasses are delivered within the timeframe promised, which was between March 14 and March 24 when I placed my order. I have mentioned multiple times that I will be unavailable to receive the glasses if they arrive after March 24. My glasses must be sent using expedited delivery. I have been told they are unable to do that, yet they clearly offer expedited shipping on their website. This delay is Yesglass's fault and must be resolved as soon as possible. I have been unable to reach a supervisor. The customer service number listed on the website is not functional. The website claims they are open Monday through Friday from 10 AM to 11:30 PM EST, but the line is always closed whenever I call during those hours. Additionally, the live chat feature is unhelpful. I cannot continue going back and forth with endless emails and chats.This needs to be resolved quickly. I just want my glasses. If they cant give me my glasses within the promised time, I need to cancel my order and get a full refund. I have seen many customer reviews stating this company is a scam.

  • Initial Complaint

    Date:03/19/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered 2 pairs of glasses from this *********** pair was not what I expected and wanted to return them.The other pair was the incorrect prescription and unusable.I was told that I could only get a 50% refund and if I returned them, all shipping costs would be mine to pay. Despite their own 100% refund for wrong/erroneous orders, this was not offered

  • Initial Complaint

    Date:03/13/2025

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered a total of 6 pairs of glasses. 2 separate orders but both on the same day. I got the first order and thought maybe I just needed time to adjust to the new prescription. Got the second order and can't even wear them. They make me dizzy! Can't see. My vision is blurred and one pair is completely defective. Nose pieces are soldered on crooked. Initially asked for a refund of only the second order however after jumping through hoops they only refunded me $59 total and have stopped responding to emails. I'm back to wearing my old glasses now and placed another order for new glasses with ***** Eyewear. I've ordered from them before and have never had an issue. ****** learned. Stick with a reliable company

  • Initial Complaint

    Date:03/10/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    bad glasses with manufacturing errors. I've been going back and forth with their customer service for over a week now just trying to get them to follow their own return policies. The customer service agent keeps lowballing me with partial refunds or trying to get me to pay for fees which is against the term of their refund policies, in a rude tone, and to add insult to injury, their emails are all signed with "Be honest rather than clever" . Who do they think they are?? they need to follow their own advice!

Muukal Optical is NOT a BBB Accredited Business.

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