MOSCOT Reviews 121

I recently purchased two pairs of sunglasses from MOSCOT online on July 27, 2025. While I had high expectations given my previous positive experiences with their products, I encountered significant challenges that ultimately led me to return the items, primarily because they did not suit me.

After deciding to initiate the return, I arranged for a pick-up via DHL Express on July 31. Unfortunately, a few days later, I found out that the returned sunglasses were stuck at customs in the US. Despite following all the instructions provided by MOSCOT for the return, a key document needed for customs was not provided by MOSCOT at the time I requested the return. Once I identified the missing document and provided it, I was informed that customs fees had to be paid by MOSCOT to release the package.

This situation created considerable stress, compounded by the difficulties I faced in communicating with their customer service. The phone number listed on their website was unresponsive, and my emails went unanswered. The only option available was their chat platform, which provided the same vague reply: "another department is working on it." Even DHL had trouble contacting MOSCOT regarding the matter.

While I want to emphasize that MOSCOT offers high-quality sunglasses, I strongly recommend that anyone considering an online purchase thinks twice. Based on my experience, it's more prudent to shop in-store. This approach would likely save you from the unnecessary stress that comes with online ordering and returns.

I hope MOSCOT improves their customer service and communication processes in the future, as their products truly deserve a better buying experience.

I ordered from Moscot and sadly had to return the item as it didn’t fit me. I initiated the return on time, within the return window, and paid £56.95 out of pocket to send it back via DHL Express to their U.S. warehouse.

The parcel was held at U.S. Customs due to a $26.41 import duty, which only Moscot could pay. I contacted them multiple times via email and live chat to inform them and ask them to act before the customs deadline. Despite this, they failed to respond in time. DHL returned the parcel to me in the UK — unopened — nearly six weeks later.

To make things worse:

Moscot did eventually pay the duty — but too late, after the deadline had already passed

My return was rejected by Global-e (their returns partner)

Klarna resumed the payment plan

I'm now being charged in full for an item I no longer want, that I returned correctly

I’ve had to go back and forth between four different companies — Moscot, Klarna, DHL, and Global-e — and received very little help or accountability from Moscot throughout

I followed every instruction, provided tracking, communicated repeatedly, and am still left with the product and the bill. Moscot’s customer service has been slow, unhelpful, and unresponsive throughout.

Unless you’re 100% certain you won’t need to return anything, I strongly recommend avoiding ordering from Moscot internationally.

Absolutely awful experience with MOSCOT. My glasses order was misdelivered by their courier, and after weeks of back and forth, MOSCOT ‘eventually’ admitted fault. Over a month later, I still haven’t received my refund!

Krista claims the refund has been processed, but both my bank and Mastercard have confirmed that no such refund exists, and the funds have NOT been returned to me. The lack of accountability and communication has been beyond frustrating. I keep trying to reach out to CS, but It’s near impossible to get a reply and when I do it’s unhelpful and doesn’t address the issue.

I’ve had to initiate a chargeback just to try and recover my own money. One way or another, I’ll get my money back — let’s hope it’s through an apologetic and responsible customer service team, and not my bank forcing it out of their account.

A truly horrible experience ! stressful, time-consuming, and completely avoidable. I won’t be coming back.

I really wish I saw these reviews before purchasing. How can a ‘premium’ brand have such bad reviews 😂

After my glasses broke, I ordered a new front so I could fix them and not waste my lenses. But what a surprise—the new front has larger lens slots, so I can’t use my old lenses. I got in touch and was asked to send them in for repair.

I’ve just got my glasses back and they’re destroyed. The temple came back totally flattened, the frame doesn’t fit my face at all, and the lenses are clearly loose—they move and grind.

Now I’ve completely lost my money: useless frame, useless lenses. How can you have the worst customer service and repair, and still charge all this money for such rubbish glasses?

Bought glasses with progressive lenses, however, the lenses were not for computer distance but for reading. So they were great for me as I spend a lot of time of the computer. I complained and Moscot replaced the lenses with "office" lenses that now work great for computer and book reading. Very happy.

Registered for the newsletter and got 10% off first purchase - went all the way through the order screens and payment process and it showed the 10% off right up to final payment confirmation screen - then when I clicked to pay via PayPal it took off the discount. Sharp practice, very naughty - beware.

I bought frames while on vacation in Barcelona, I reached out to them on my return to the US because I wanted to change the size since I was incorrectly advised in the shop. I was told that they don’t accept returns from in store purchases and that I would have to return to the store in Barcelona. I offered to ship back to their headquarters in New York but they said they don’t accept this. Customer service representative was extremely unhelpful and dismissive. This is not at all a luxury brand by any means.

I was initially excited about my order from Moscot, but unfortunately, the glasses were too large and I wanted to return them. To my surprise, returns from the EU are not free, and even worse — the item must be shipped back to the United States. With track & trace, this easily costs around €40 out of pocket.

What’s most frustrating is that Moscot claims to have 14 stores in Europe, yet offers no return solution within the EU. This is incredibly inconvenient and far from customer-friendly.

There's also the added risk of the return parcel getting lost in transit — in which case, you lose your entire payment. For a brand that positions itself as premium, this kind of policy feels unacceptable.

Sadly, this will be my first and last purchase from Moscot.

The worst customer service I’ve experienced in a LONG TIME…. I placed an order for a new pair of glasses, and Moscot sent me the wrong glasses. Not my error – 100% theirs. When I called to explain, they said it will take TWO WEEKS to process the return of the wrong glasses, and they will not consider sending the correct pair of glasses that I ordered till the return has been received. AND, just to kick me harder in the nuts when I’m down, customer service sends me a returns label for my old glasses and not the incorrect one I have just received, AND (are you ready) I HAVE TO PAY for the shipping back to US… It is shocking treatment…. So instead of fulfilling the delivery of the original glasses in 4-5 days – they have sent the wrong glasses – I have to wait 2 weeks to return them – then wait another 4-5 days for the correct glasses to be sent – pay for the shipping for THEIR MISTAKE - and sit around looking like a idiot wearing my old broken taped-up glasses. It is SUCH a flawed policy and shows total disregard for the circumstances of the customer when the mistake is ON THEIR SIDE. After twelve years of wearing Moscot, it’s time to find an alternative.

Just had to return a pair of sunglasses because a lens fell out first time I wore them.

I’m only giving 2 stars because the refund process in store was easy enough. Still a major disappointment at this price point…

Shame Shame Shame! Moscot failed to fill a prescription lens correctly 3 times! Optometrist wrote a note, the prescription is incorrect. They are being extremely uncooperative & im out $700. Horrible experience & extremely nasty. Corporate is doing Nothing

Southampton NY, AVOID MOSCOT

Surprisingly poor quality materials for such a premium brand. I bought a pair of Frankies in Matte Black just over two years ago and the frame material is already showing white patches on it. I will not be purchasing Moscot again. I never had this problem with any frame before, even the cheap Luxotica made Prada frames in Matte Black are still in good shape. Very disappointing.

***Update**" Krista from customer services helped me resolve this issue. Thank you to her for the speedy response and resolution.

I recently purchased a pair of sunglasses from Moscot, and unfortunately, the product was not as expected — it did not meet the fit I was hoping for. I had to return the item all the way to the United States from Europe, and to make matters worse, I had to cover all shipping and return costs myself.

Now, despite having sent the product back, I am not receiving a refund. I have contacted their customer service multiple times, but they completely avoid the main issue — I simply want my money back. Instead of offering any helpful solution or even acknowledging my request directly, they give vague and unhelpful responses, or no response at all.

This entire experience has been incredibly frustrating and disappointing. I expected much more from a brand like Moscot. At this point, it feels like a scam. I would strongly advise others to think twice before ordering from them, especially if you're ordering from outside the US.

Très belles lunettes, très content de mon achat
Emballage très soigné et livraison ultra rapide
J’adore le design !

I need a replacement screw that fell off during regular use. After 45 days, they couldn’t fulfill my request, so I can’t use my sunglasses anymore. It’s a shame that I paid over $350 for a pair of sunglasses that I can’t use because of their terrible after-sales customer service. I wouldn’t recommend this company because of their extremely poor customer service quality.

The service at the Kings Road store in London was outstanding. I needed glasses urgently, and the team went above and beyond to expedite the process. I couldn’t have asked for better experience.

Costosi ma di bassa qualità! Ne ho comprati diversi colori ma tutti si sono rovinati dopo poco tempo presumo a causa del sudore! Ho provato a chiedere la sostituzione delle astine e mi hanno chiesto 165 dollari + la spedizione dagli Usa

I loved my Moscot sunglasses—until they snapped clean in half across the nose bridge while I was simply cleaning them. I’ve owned them for a couple of years, and this shouldn’t happen with a premium product.

When I reached out to the Moscot team, they initially suggested I send them in for repair, which seemed reasonable. I spent a significant amount of money shipping them to NYC, only to be told that my only option is to buy a new pair for $450. Their offer of a 15% discount feels like an insult, especially since 10% discounts are already widely available.

For a brand that markets itself as high-quality and premium, I expected far better durability and customer support. This experience has left me disappointed and unlikely to trust the brand again.

MOSCOT, København. Totalt smarte briller og virkelig god service. Anbefales.

Ich kann leider nicht mehr als zwei Sterne geben. Auf der MOSCOT Website habe ich der Brille an sich fünf von fünf Sternen gegeben. Alles top. Bei Bestellungen muss der Kunde allerdings die Kosten für die Retoure zurück in die USA zahlen. Aus Deutschland waren das 50 €. Das steht zwar in den Geschäftsbedingungen geschrieben. Ich finde aber, dass es auf der Website deutlicher gemacht werden sollte, da ebenfalls nicht die Möglichkeit besteht, das Produkt in einem zum Beispiel europäischen Store zurückzugeben.