1mo ago
Very disappointing experience. I placed an order with Meller Brand on April 6 during their 2-for-1 promotion. My order arrived quickly on April 9, but one of the sunglasses was the wrong model. I immediately contacted customer support and provided all requested evidence, including photos clearly showing the incorrect item, packaging, labels, and model details.. I then returned the incorrect item at no cost, after being told that the correct replacement had been processed and would be shipped shortly, with tracking information to follow. That tracking information never arrived. After several follow-up emails over the course of nearly a month, I received contradictory updates: first that the replacement had been sent, then that there was an issue with the carrier, then a partial refund, and later confirmation that another replacement was being prepared. When the second shipment finally arrived, it was wrong again. After further emails and repeated requests for the same evidence already provided, I finally received the correct sunglasses on May , almost one full month after my original order. While the issue was eventually resolved, the process was unnecessarily frustrating and showed a serious lack of internal organization, quality control, and effective customer support. Mistakes can happen. Repeating the same mistake multiple times, while providing inconsistent information and forcing the customer to repeatedly chase for updates, is not acceptable. I hope Meller improves its order verification and customer service processes, because this experience fell far below expectations.
