The order was delivered late. Communication with Masar is poor, they did not provide any information. There was no possibility to track the shipment, at least mine...
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Needed to return a product that didn't fit—there are zero instructions on how to do it, and the company doesn't reply to emails (however does send an email to provide feedback). I believe I will event... See more
..or monumental incompetence, not quite sure. But at any rate, have been waiting for my order for nearly two months and counting. 4-10 days was the estimate. No replies to any messages. Should have re... See more
Order placed and debited on 15 September, supposed to be shipped from Belgium to France. When checking the status of the order, redirected to a promotional app which has nothing to do with the order.... See more
Company details
Written by the company
Masar est une maison française d'accessoires d'horlogerie.
Contact info
23 Avenue de l'europe, 33520, Bruges, France
- info@masar-shop.com
- masar-shop.com
2.6
Poor
291 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 3% of negative reviews
Typically replies within 2 weeks
How this company uses Trustpilot
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Very disappointed with this experience
Very disappointed with this experience. Order #3678 was confirmed and fully paid, but the delivery never arrived.
30 November 2025
Everything absolutely fine apart from…
Everything absolutely fine apart from it took weeks to get my order
30 November 2025
SCUM COMPANY
Placed an order in October that has never been fulfilled.
I asked for refund but have had no reply to my email
Now when I email I get a bounced email message advising me that my email is being treated as SPAM!
There is no alternative way of contacting this company
I would urge anybody NOT to buy from this French scummy company as they will simply steal your money and you will never see your money or the watch parts that you have ordered
PLEASE DO NOT BUY FROM THIS COMPANY !!!
18 October 2025
Unprompted review
I ordered a 19mm Milanese Mesh Watch…
I ordered a 19mm Milanese Mesh Watch Strap for my watch.
An excellent product, exactly what I hoped for.
The delivery / receiving the order confirmation took a bit longer than promised: order placed on 21 Nov, shipment started on 27 Nov, and on 8 Dec the product was on my wrist. So for the future would be nice to keep the customer on a same page.
But all in all, an excellent product — I can truly recommend it and Masar!
8 December 2025
Unprompted review
Delivery took an age
Delivery took an age, they only sparked into life after I emailed them
12 November 2025
I have been waiting a month for some…
I have been waiting a month for some progress on my order and nothing. I have send several emails to Masar and no response. I will be contacting my credit card company making a fraudulent claim unless they respond
26 October 2025
Unprompted review
Reply from Masar
Thank you for your review. Could you please contact us so we can look into your request and provide a solution as quickly as possible? We remain at your disposal.
The wrong sized springbars arrived
29 October 2025
Scam?
..or monumental incompetence, not quite sure. But at any rate, have been waiting for my order for nearly two months and counting. 4-10 days was the estimate. No replies to any messages. Should have read the reviews ahead of time.
6 October 2025
Unprompted review
first order was shipped and arrived in…
first order was shipped and arrived in a reasonable time, second order was made on 21/october but its been 2 weeks and it was not shipped and nor response from the email contact.
15 October 2025
Desaparecidos.... No feedback
No feedback at the mails
No update of the order on the website
No answer from the online chat
Pay attention, high risk to make the order and never see the objects!
After 2 weeks from the order the status is unknown
16 October 2025
Unprompted review
Worst experience ever
I made my order one month ago. Didn’t receive anything.
I sent two emails and used the costumer service messager but no one replied.
I guess they just stole my money.
24 September 2025
Unprompted review
Everything is beautiful Friendly and…
Everything is beautiful Friendly and professional customer support
25 September 2025
BEWARE!!!
BEWARE!!!! Order #3553 from August never reiceived, never replied zto any emails at all. Received tracking number beginning of Septemper but was never active. What a shame.
18 August 2025
Unprompted review
Haven't receive the items ordered until…
Haven't receive the items ordered until now.
20 September 2025
Unbelievable terrible experience
Unbelievable terrible experience, over 25 days after ordering still didn't receive. Try to connect customer service but didn't get any answers.
17 September 2025
Never received my order, but refunded (updated)
Never received my order. Contacted the company and they never responded.
Update: still appears that there was a problem with this order and it got hung up somewhere. After posting my review here they did respond to my review, sent another email and still didn't get a response. But they did end up crediting the transaction. Disappointed still don't have the watch crystal I needed, but they did refund my money so at this point all I've lost this time.
I would consider giving them another chance in the future.
28 July 2025
Reply from Masar
Thank you for your feedback.
We have processed your request.
After checking our records, we noticed that you only contacted us once by email. Please understand that we handle a large volume of technical and highly specific inquiries, which require time and care. We recommend following up your message or using the live message box directly on our website for a faster response.
Regarding shipments to the United States, these are currently restricted due to U.S. government regulations. Businesses must be registered in each individual U.S. state to legally ship products there. Unfortunately, this is a regulatory matter beyond our control.
We remain available to assist you further and thank you for your understanding.
Best regards,
Reply from Masar
Thank you sincerely for your support. We deeply appreciate your trust in our young brand as it grows steadily, despite the challenges and setbacks we have faced. Your encouragement is invaluable to us.
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