masuri.com Reviews 16

I experienced brilliant customer service from Harry, Josh and the team regarding a broken adjuster on my daughter's cricket helmet. They were really helpful and fixed and returned it to me in no time, which was much appreciated. Thank you!

Appalling customer service, ridiculous lead times, zero communication, poor stock availability. My club switched to Masuri last season. We will be changing at the end of this season.
It’s a shame, as the product is excellent quality, but that rather pointless if you can’t get it to your customers

Ordered kit more than 6 weeks ago, at time of ordering a 10-14day was promised. No sign of kit, no response to email. Avoid at all costs!!

We purchased a cricket helmet from masuri for £195 that turned out to be too small. I promptly returned the item on March 24th with full tracking information and proof of return. And we bought a second as we needed the right size - the new one was delivered.

Despite multiple attempts to communicate with the company, I have not received a refund for the too small £195 helmet returned.

Our initial email inquiry was met with a helpful response, but subsequent follow-ups have been ignored. This lack of communication and failure to refund a legitimate return is illegal and deeply frustrating. We will be taking legal action if there's no response.

I would caution other customers to be wary of this company. Frankly terrible service. - £195 owed to us - no comms.

Awful service. I agreed a price for a bulk order of club kit with Masuri and told them from the beginning when we needed it to be ready by. 7 weeks after agreeing a price they still haven't updated their system to reflect the price so I can't put my order in. They don't reply to emails or answer the phone. I had similar problems last year but this is worse. Stay away from Masuri, customer service couldn't be worse if they tried.

Used Masuri kit for a number of years and been happy enough. The latest team wear and white products however have really taken a turn for the worse.

Old kit was good quality and made in Sri Lanka. This latest stuff is now made in China and Cambodia, it's a fair bit thinner gsm and the screen printing less vivid. Wearing whites is quite embarrassing now as they're so see through and I really doubt the trousers will survive a few matches before holes appear from fielding.

Great protection helmets, but time to move away from Masuri for my playing kit orders. Shame.

great service and great kit, whole club loves it

Really great experience with Masuri! Pleasant customer service team who were very helpful with my enquiry. Would definitely use again, really recommend Masuri!

Not made clear on website that you are unable to return any goods! I now have too very expensive club kit items that are unwearable due to their dreadful sizing guides. The customer service was appalling, apparently the items are "customised" so therefore you don't have the normal 28 days consumer rights. Total waist of money!!!!

Bought a £300 C line cricket bat , after 3 months bat had a massive crack which was unrepairable , Sent back to the shop to get it repaired & after 5 weeks Bat was sent back to the shop and was NOT repaired. Took me 8 weeks from first handing Bat in for Masuri to finally compensate the shop credit so I could get store credit. Unfortunately won’t be using Masuri ever again. Not impressed.

I couldn’t believe the poor reviews on here when I came to post this as my experience couldn’t be further from theirs. Perhaps they’re listening? I contacted Masuri through their website email with a helmet enquiry. A few days later I was surprised to receive a phone call from them to discuss my case (I’d been given a helmet that needed repairing). I emailed them some photos and they gave me some options which included doing the work free of charge. They returned it yesterday all complete and in tip top shape, with an additional set of padding, for nothing! I have been so impressed with them that I thought I’d better write- which made the negative comments even more of a shock. I hope my case isn’t just an exception to the rule, as on my experience I wouldn’t hesitate to recommend them or use them again.

Awful, if only clubs would use Gray Nichols instead of Masuri for club kit. Purchased a cap for my son, so far over a month and no cap. Within that time he moved clubs and had all kit from Gray Nics (playing shirt/ whites/cap/ training gear), all delivered within 4 days of purchase. Masuri have a bland 15working day delay statement after ordering, once past this they will accept your call. Don’t bother, answered by automatons, no passion, no empathy, they have your money, hopefully order will arrive this season attitude. Clubs need to vote with their loyalty and ‘bin’ them. This was the case with Kakibazar before they went bust. Stick to helmets Masuri, leave kit to those who care!!

No Information given on delays to orders , still awaiting an order which was placed on the 9th of May.
15 days lead time on items is a laugh.
Poor customer service with no information.
Extremely disappointed with such a well named Brand

SHOCKING SERVICE!

DO NOT USE!

Never seen such poor communication skills from a mediocre sized company before!

I’ve emailed them twice (14th and 20th May) for an update on an order that I played on 20th April and still no response. Phone lines were shut for a week with an automated messages saying they had all admin staff working on the production line!

Today I have received half of my order, and no communications given on when I will receive the remainder of the order.

Finally got through to them on the phone today however the person on the phone couldn’t offer any sort of compensation and only gave a non sincere apology for the delay.

KEEP AWAY!

Masuri Teamwear - Terrible service on numerous occasions. Do not use!

I myself had issues with my order last season, resulting in cancelling my order due to having to wait weeks and also the fact that the season was nearly over whilst I was still awaiting delivery. I’ve since reordered for this year and noticed one of the garments was stained.

Moreover, we’ve had a number of incidents relating to the misprint of the sponsor logo. This issue had been raised by one of our players whereby they have had the issue rectified, yet despite masuri/nxt being aware of the issue, have since delivered kit with the exact same misprints. Now players are having to sort mid season, with the company wanting the faulty items returned before the send out the correct ones.

Also have had initial embroidery issues, whereby a play initials have been embroidered in different a order on different garments e.g. HJL/HLJ.

Players have also had garments missing from their orders.
 
With a number of players that have bought their kit already and the fact that not much cricket was played last year, we will very unfortunately have to stick with masuri for this season at least to avoid having non-matching kits between the players, using different brands. Leaving us no choice but to continue to use this brand.