ComplaintsforMoment House, Inc.

• Initial Complaint

  05/30/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  On September 10, 2021, I attended a virtual concert via Moment House. They offered merchandise on their website with an option to pay via Venmo. I purchased a t-shirt for $40.96 via my husbands Venmo account. We immediately received the email confirmation from Venmo and the money was removed from my husbands bank account, but we never received the t-shirt we paid for. I contacted Moment House multiple times since then (January 20, 2022, February 9, 2022, May 26, 2022, June 6, 2022, August 4, 2022, and September 8, 2022), but each time, they were not able to give me a clear answer as to why we didnt receive the merchandise. I reached out again on May 25, 2023 but didnt receive a response. In the earlier correspondence, they said they couldnt locate an order associated with my email address. Fine, maybe there was a glitch in their system. However, I then asked them to confirm what happened to the money sent from our Venmo account as I assume that transaction should be associated with an order. (I provided the Venmo username that the payment was made from and a copy of the Venmo email confirming the transaction from my husbands account to theirs). *** asked them to confirm if merchandise been shipped for that order (as maybe there was an issue with the address). Assuming not, Ive requested they just refund the Venmo payment. However they will not provide any clear information and after my attempt to receive help in September 2022, they stopped responding and have not responded to my most recent follow up. Id be happy to still receive the merchandise, or, assuming its easiest, just receive a refund for the merchandise that was bought but never received.

• Initial Complaint

  10/12/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased an "online streaming event" for a ************************************************************* as well as the On Demand extra add on. The show was scheduled for 9/2/22 and due to technical issues from Moment House was not able to watch. They sent email to apologize and that we could request refunds if needed. I did request a refund on 9/3/22. I didn't receive a response until 9/11/22 (I did send follow up emails 9/6/22, 9/9/22, 9/10/22 before I got response. I was told on 9/11/22 that the refund was processed and would take 5-7 business days. I waited and kept checking and no refund received. On 9/23/22 I asked about it again and received a response on 9/24/22 saying they looked at my account and the refund is coming and should be another 5-7 business days. I waited until 10/4/22 to send another email because I still have no received a refund and have no received a response. So as of 10/12/22 I have not received a refund that I was told it was processed twice and can not get a response from the company anymore for an issue over a month ago. I would like to receive refund as promised. I have added screenshots of both emails saying refund would be processed.

  Business response

  11/21/2022

  Business Response /* (1000, 10, 2022/11/15) */ We issued a refund for the first ticket immediately but was not made aware that there were two transactions, we now have issued a refund on the second transaction as well. Consumer Response /* (2000, 12, 2022/11/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept and have received refund.

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