ComplaintsforMooncool
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Complaint Details
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Initial Complaint
06/26/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I ordered two bikes on June 16th, paid in full, and received an order acknowledgment. The bikes were supposed to arrive within 2 to 10 business days. Today marks the 10th business day, and I haven't received any updates. I finally reached someone at the customer service number listed on their website, but she was extremely unhelpful and actually thought that the whole thing was funny. When I asked for a status update, she repeatedly said, "I don't know" and "I can't tell you." I requested the ***** tracking number and found that while the label had been created, the bikes had not been shipped. When I pointed this out, she claimed it was *****'s problem, not theirs. I explained that it was their responsibility to send the items to ***** in the first place. She then hung up on me, and now I can't get through to the number again. No one is responding to my emails or chat messages.I will do everything in my power to get my $3,000 refunded and discourage others from doing business with such an unscrupulous company. I am asking the BBB to intervene. I simply want my ordered cancelled and money fully refunded. In addition to this purchase, I also ordered extra seats, which have also not shipped despite being paid for and given a 2-10 day ***** turnaround - same scenario as above, the shipping labels created but no product sent to the shipper. The Order# for the bikes MC-3874 The Order # for the seats MC-3877 ****** ************ ****** ************ *both show 'label created' but ***** has never rec'd items for shippingInitial Complaint
05/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I needed help to change the delivery address of my shipment as ***** said that only the sender could request the change. The man said he was the owner of the company, refused to listen and clearly understand what our issue is, and then hung up on me. So unprofessional especially for a business owner!Business response
05/28/2024
Hi,Thanks for contacting us and sorry for the issue.
Your order has been sent out.
We can contact the logistics agent to change the address, but it may not be successful.
If not, can you pick up the package at the original address?
Can you provide us with the address you need to change?
Please don't worry, we will do our best to solve the issue.
Have a nice day
Initial Complaint
12/05/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Order MC-**** I purchased an electric trike for $912 on November 9, 2023. I opened the box to find numerous scratches and a bend part. It was bent where the rear tires attach to the frame. I had to **** it back I have attempted to call numerous times but no one answers and it says their mailbox is full. I have attempted to use their chat feature but no one responds. I have also attempted to email them but no one responds to my email.Business response
12/11/2023
Dear ***** &Team,
Thanks for your kind inform of ** with the complaint.
We have shipped the order and the customer received the packages already on 16th, Dec.
But there are a few minor small damages with the surface of the trike seeing as attached images which are caused by logistics rather than the product quality.
We have replied it quickly when we received customer's email and we'd like to reship new replacement parts for free and we'd like to give a partial refund of $50 as compensations.
But she asked more up to $200 which it cannot be acceptable.
We wish you could consider our costs at the same time, could you please help to contact the custome with the solutions of free replacement parts and $100 refund?
Thanks so much for your time and your kind understanding.
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Customer Complaints Summary
3 total complaints in the last 3 years.
3 complaints closed in the last 12 months.