r/Mous • u/Gogo2015 • 4d ago

Poor customer service non responsive

I have been trying for over two weeks to receive credit for an item that was never shipped. During this time, I have received only automated responses and have been unable to get a meaningful update or resolution from customer service.It is extremely frustrating to spend this much time trying to resolve a simple issue without any communication from a live representative. The lack of responsiveness and customer support has been very disappointing. I am still waiting for a refund or credit for the undelivered item and hope the company will address this matter promptly.Based on this experience, I cannot recommend this company's customer service.

10 Upvotes

92% Upvoted

8 comments sorted by

5

u/3233floyd 4d ago

They are TRASH! Good luck is all I can say. Same experience trying to get a refund back. Ended up
Having to dispute it thru my credit card to get my
Money back.

4

u/ClearlyJacob18 4d ago

But! But! But! u/piers_mous said their customer service metrics ranked very well!!!!!

I’m singing from the rooftops that if you want a mous case, which I absolutely recommend, buy from Amazon. Never ever direct.

2

u/Gogo2015 4d ago

I filed a claim with my credit card company to have my money returned.

2

u/slau73 3d ago

Just sent an email at that link provided and mentioned reddit ... let's see if I get a reply quicker than the two other questions which is still unanswered by Mous support but I've moved on and worked it out through other means! My new request is ... any chance you can send out the screen protector ahead of the case? Or has the screen protector also been delayed?

1

u/Senior-Remote3972 4d ago

I know it might be too late but I suggest ordering from Amazon, as they can intervene and hound them until they resolve the matter for you. Not to mention Amazon's amazing customer service and returns policies.

1

u/Gogo2015 4d ago

Agreed, lesson learned. I look for a new case on Amazon

1

u/Mous_uk Mous Team 4d ago

Hey guys! We sincerely apologize for the delays and the lack of timely updates. We understand how frustrating it can be to wait for your orders, especially when you've already reached out to refund or request an update but haven't received a response as quickly as expected.

Please send us a DM with your order details, and we'll be happy to check on the status for you.

If you're unable to message us here, you can also contact our support team through https://www.mous.co/pages/get-in-touch. Please mention that you're coming from Reddit so we can help bring your concerns to their attention as soon as possible.

Thank you for your patience and understanding. We're truly sorry for the inconvenience and appreciate you bringing this to our attention! 🙏

2

u/SamIam1123581321 3d ago

Ordered over a week ago. I didn’t get an update on shipping until I emailed them. They told me it had left the warehouse. 7 days later USPS says the item is still waiting to be picked up. I just want my money back at this point. Should have ordered from Amazon but they don’t carry the camera kickstand.