Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a gemstone ring from Moon Magic as a Christmas gift for my mom and one of the smaller stones in it fell out after two months. I reached out to the company to see if the ring could be repaired or replaced under their two year warranty. I thought that a stone falling out of the setting after just 60 days pointed to a clear issue in "craftsmanship," which is supposed to be covered under their warranty. *********** representative, ******* whom I emailed with, indicated that the only solution that she could offer was for me to purchase the ring again at 50% off.When I asked why this issue would not be covered under the warranty as a craftsmanship issue, I was told that if any stones fell out after more than the first "few wears" it constituted typical "wear and tear." *********** offers a 30 day returns and exchanges policy separate from the two year warranty and the warranty is supposed to cover issues in craftsmanship. The employee told me that "craftsmanship" issues would be noticeable in the first few wears. This circular logic seems to indicate that the two year warranty is false advertising and meant to mislead customers as it promises to resolve "craftsmanship" issues but anything occurring outside of the 30 day return window will be deemed subjectively, by the company, as wear and tear and not a craftsmanship issue. Furthermore, when I sought to post a review of the product on the company's website, because I did not give it a five star review, it was not published on the company's website, despite the fact that I verified my account as an actual purchaser of the product. ***********'s website is intentionally misleading as they do not publish reviews beneath five stars.

  Business Response

  Date: 04/17/2025

  Hello ******,
  
  Thank you for taking the time to share your feedback.
  
  Our Quality Control team has carefully reviewed the issue, and wed be happy to offer you a replacement at no additional cost to make things right.
  Regarding your review, please note that the review platform allows a short period before the review is published, which gives us the opportunity to resolve any concerns beforehand. Our internal team has discussed your case, and we want to ensure that you're fully satisfied with your experience.
  
  Please let us know if youd like to proceed with the replacement, and dont hesitate to contact us for further assistance.

  Kind regards,

  Moon Magic

• Initial Complaint

  Date:03/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order in November 2024 after approx. 10 wears in the space of 90 days all 3 pieces purchased become completely unwearable. The necklace snapped right off my neck and lost a quarter of the beads. The bracelet is about to snap like the necklace and can no longer be worn as it falls off my hand. The earrings are completely tarnished and look rusted and disgusting. I reached out to moon magic and they offered me to pay 50% for it to be replaced to make it right when I refused to give them any more of my money. They changed their story and advised that it was the way I cared for the pieces that this happened and it was normal wear and tear and acceptable that their pieces only last 90 days.

  Business Response

  Date: 03/31/2025

  Hello *********,
  
  Thank you for reaching out and sharing your experience.
  
  Our Moonstone bead necklace and bracelet set is one of our best-selling products, and we carefully monitor all feedback we receive. We use high-quality, industry-standard thread for our beaded jewelry, and each piece undergoes testing before being offered to our customers.
  
  While these pieces are designed for durability, its important to avoid stretching the thread or putting excessive pressure on it. Using the clasp to put them on and off, rather than pulling or stretching, helps ensure their longevity.
  
  We completely understand that this situation is frustrating, and we never want our customers to feel disappointed. However, as a brand, we establish our warranty based on what is considered a manufacturing defect versus wear and tear, taking into account both customer feedback and our internal product testing. Our goal is to offer durable, high-quality pieces that create loyal, returning customers, not just one-time sales.
  
  If you'd like, we can explore possible solutions together. Let us know how youd like to proceed, and wed be happy to assist.
  
  We appreciate your patience and understanding!

  Kind regards,

  Moon Magic

  Customer Answer

  Date: 04/01/2025

  Im a little concerned that the company has not offered anything except they would like to work on this. I do not want to accept what they have offered given they haven't actually offered anything. I atmept4d to reach out to them in the first instance and was not happy with what the offered and then they blamed me. They also placed blame on how I cared for the items as to why they broke within 3 months. 

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23127290
  
  I am rejecting this response because:

  Im a little concerned that the company has not offered anything except they would like to work on this. I do not want to accept what they have offered given they haven't actually offered anything. I atmept4d to reach out to them in the first instance and was not happy with what the offered and then they blamed me. They also placed blame on how I cared for the items as to why they broke within 3 months.
  
  
  Sincerely,
  
  ********* *****

  Business Response

  Date: 04/02/2025

  Hello *********,

  Thank you for sharing your concerns with us. We genuinely apologize for any frustration youve experienced. Our Customer Support team has already reached out to you via email on March 31st, and we are committed to working together to find a resolution that addresses your concerns.
  We kindly ask that you respond to our email so we can move forward and provide a solution that meets your needs. We understand the importance of your satisfaction, and we are here to help.

  We appreciate your patience and look forward to hearing from you soon.

  Kind regards,

  Moon Magic

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23127290
  
  I am rejecting this response because:
  

  I would prefer all communication remain here. 

  I first attempted to reach out by email and after multiple emails back and fourth all I received from Moon Magic was I can pay to have it replaced and that it was my own fault that this happened. The fact that I was blamed is what  was so insulting and caused me to take this avenue. 

  I am not going to accept and close this complaint as resolved when it very clearly is not and I don't believe you have any interest in resolving my concerns or making this right.

  
  Sincerely,
  
  ********* *****

• Initial Complaint

  Date:03/24/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company has had the worst customer service. They only respond when disputed by ****** and once complaints have happened they changed their story to they received an empty package. This was after they said they would return the money if I closed the ****** case. Both ****** and Discover have been trying to dispute this company. Horrible experience and I just want my money back.

  Business Response

  Date: 03/27/2025

  Hello ******,
  
  Thank you for reaching out.

  We are sincerely sorry for any inconvenience. Our team is making sure to respond to all inquires in a timely manner.
  
  You have returned the order back to us, however our warehouse informed us that the package was returned empty. Our team received an empty package with no items or boxes inside. As you can see, the label was intact, with no signs of tearing or damage - it was fully sealed.
  
  We are unsure how this could have happened, as this is quite unusual. We also dont believe the bag was opened during transit. Could you provide any additional details regarding this?
  
  Looking forward to your response.

   

  Kind regards,

  Moon Magic

  
  

  Customer Answer

  Date: 03/27/2025

   
  Complaint: 23107341
  
  I am rejecting this response because the items were returned in original box and packaging. I do not believe that this is how you recieved it. The post office denied that they would have delivered package like this nor are they allowed to write a hand written message as you claim that they did in your picture and email. 
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 03/30/2025

  Hello ******,

  Thank you for your response.

  We truly understand your frustration, and we want to assure you that we are committed to making this right for you. While we did receive the package without the contents, we absolutely respect your perspective on the matter and sincerely apologize for any inconvenience caused.
  Even though the package arrived empty, we want to emphasize that your satisfaction is important to us. As a gesture of goodwill, we have processed a refund for your order. We hope this resolves the issue to your satisfaction.

  If there is anything else we can assist you with, please don't hesitate to let us know. Your feedback is incredibly valuable to us, and we're always here to help.

  Kind regards,

  Moon Magic

• Initial Complaint

  Date:03/23/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Moon Magic (**********************), a jewelry retailer that has failed to honor the warranty on a product I purchased. On July 4, 2023, I purchased a Black Obsidian Lab Diamond Ring - Raw Allure (Order #******) from Moon Magic through their website, **********************. The prongs on the ring setting had loosened, nearly causing me to lose the stone. According to their stated warranty policy, they provide a complimentary two-year warranty covering defects in materials and workmanship. I contacted Moon Magic to request a repair or replacement in accordance with their policy. I attempted to resolve the issue directly by contacting customer and my claim was denied based on the amount of time since purchase, despite the fact that their policy clearly states a two year warranty and my purchase falls well within that timeframe. Despite providing all necessary product photos, and warranty details they have refused to honor their stated warranty. I was directed to seek the repair from a local jeweler. I am seeking assistance in holding them accountable for their warranty commitments. I request that they either repair or replace my defective ring as stated in their policy, or issue a full refund. Additionally, I believe other consumers should be made aware of their failure to uphold their stated warranty obligations.

  Business Response

  Date: 03/25/2025

  Dear ********,

  We sincerely apologize for any misunderstanding regarding our warranty policy and are grateful for the chance to provide further clarification.

  Our 2-year warranty covers defects in manufacturing but does not apply to damage caused by normal wear and tear. While we understand your request for a repair or replacement, we do not offer repair services, and unfortunately, your order no longer meets the criteria for a replacement.
  Prongs on jewelry are naturally prone to wear over time, and regular adjustments are often necessary to ensure the gemstone stays securely in place. We deeply regret any disappointment this may cause and truly empathize with your frustration.
  As a token of our appreciation, we have offered you a discount code for your next full-price purchase. We hope this helps to demonstrate our gratitude for your continued support.

  If you have any other questions, please dont hesitate to reach outwere here to help.

  Kind regards,

  Moon Magic

  Customer Answer

  Date: 03/26/2025

   
  Complaint: 23104491
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** *******

  Customer Answer

  Date: 03/26/2025

  The prongs holding the stone have loosened significantly, which is due to a manufacturing defect rather than normal wear and tear. I have only worn the ring for a short period of time and it has not been subjected to any rough handling, impacts, or excessive force. Well crafted prongs should not loosen within such a short time. If this were a case of normal wear and tear, it is likely that only one prong would have loosened due to an accidental snag. However, all the prongs have weakened, suggesting that they were not set securely during the manufacturing process. There is no damage, dents, or bending that would indicate external force or mishandling. The issue appears to be structural, which points to either improper setting or weak metal quality. Prongs in a properly manufactured setting should be designed to securely hold the stone for years, barring extreme external pressure. Given that the ring was purchased recently and has only been worn under normal conditions, its failure suggests a defect. Considering the above this is an issue stemming from faulty craftsmanship rather than personal use. I would appreciate a prompt resolution and am happy to provide any further details or have the ring inspected by your team.
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 03/28/2025

  Hello ********,

  We appreciate the time you took to share your concerns, and we want to assure you that we take product quality and customer satisfaction very seriously.
  
  We understand your frustration regarding the loosening of the prongs, and wed like to provide some clarity on the nature of prong settings. Your ring is crafted from 10 KT solid yellow gold, a precious metal chosen for its durability and beauty. While strong, gold is not as hard as industrial metals like iron or steel, meaning that prongs can shift if they experience pressure or an external force, even unintentionally. A slight snag on fabric, a minor impact, or regular wear can sometimes affect their positioning over time.
  
  That being said, we understand your concern that all the prongs appear to have loosened, and we sincerely regret that you are experiencing this issue.
  As a gesture of goodwill, we would like to offer you a 50% discount off the amount you initially paid for the ring if you decide to purchase a new piece.
  
  Please let us know if you would like to proceed with this option, and we will be happy to arrange it for you.
  
  Again, we truly appreciate your feedback and the opportunity to address this matter.
  Please dont hesitate to reach out if you have any further questions or if there is anything else we can do to assist you.

  Kind regards,

  Moon Magic

  Customer Answer

  Date: 03/31/2025

   
  Complaint: 23104491
  
  I am rejecting this response because:  I am extremely disappointed with the resolution being offered. As a repeat customer, I have always trusted the quality of your products and the reliability of your warranty policy. However, in this case, I find the policy to be misleading and not reflective of the commitment to customer satisfaction that I had come to expect.
  The fact that my ring has already failed within the warranty period is a testament to this particular pieces quality. If your company truly takes product quality and customer satisfaction seriously, then why not simply replace or repair the ring? I am not requesting a refund just a repair or replacement of the same exact item I purchased. I am more than willing to return the faulty one. 
  Frankly, it seems that your warranty policy isnt a genuine commitment to standing behind your products. If warranty claims are not actually honored, then the policy itself is misleading.
  I urge you to reconsider my claim and provide a resolution that aligns with the stated warranty. I would appreciate a prompt response on how we can move forward fairly.
  
  
  
  Sincerely,
  
  ******** *******

  Business Response

  Date: 04/07/2025

  Hello ********,

  Thank you for your feedback, and we truly understand your frustration. We are really sorry to hear that youre disappointed with the resolution we initially offered. We absolutely value your loyalty, and we take your concerns seriously.
  After reviewing your case, we would like to offer a resolution that we hope youll find satisfactory: if you're willing to return the item, wed be happy to issue a gift card for the amount you paid for the piece.
  We are committed to ensuring our customers are satisfied with both the products and the service they receive, and we truly hope this gesture demonstrates our desire to make things right. Please let us know if this works for you.

  
  We greatly appreciate your understanding and we look forward to hearing from you soon.

  Kind regards,

  Moon Magic

  Customer Answer

  Date: 04/11/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I would like information provided on where to complete the return and how the credit will be issued. Thank you. 
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:03/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I returned to return address for an exchange of ring size order #****** return request RMA6283612. I has been over 2 weeks no response I emailed customer service and no new ring with correct size nothing.

  Business Response

  Date: 03/08/2025

  Hello *******,

  Thank you for reaching out to us, and we apologize for the inconvenience you're experiencing. In order to assist you further, we would need the tracking number for your return shipment. Our warehouse has not yet marked your return as received, so having the tracking number will allow us to ensure that your exchange is processed as quickly as possible. Please provide this information, and well look into it right away.

  
  Thank you for your patience, and we look forward to resolving this for you.

  Kind regards,

  Moon Magic

• Initial Complaint

  Date:02/13/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/31/2025 I purchased a ring from Moon Magic. On 2/3/2025, I received an email stating the ring had shipped. After a few days of no update on the tracking, I reached out via the live chat regarding the tracking on the product. I was told by the representative that assisted me that they would be sending me an email with an update on my package. Instead of an update, on 2/12/2025, I received a generic email regarding their shipping times/process, which did not resolve my issue or answer my inquiry. I reached out again and was informed that they had reached out to the shipping department and were waiting on an update. I was told that the ring was in stock and could ship within 48 hours, but nothing was done to reship the ring and instead I have to continue to wait on an update on an order that shipped 9 days ago. Obviously something is wrong and the ring needs to reship. I asked about canceling but was told since the ring shipped, I couldn't cancel. I need either my money back or for the ring to ship today. My next step will be to file a dispute with ****** for this unfulfilled order.

  Business Response

  Date: 02/15/2025

  Hello ****,

  Thank you for your order and for reaching out.

  We sincerely apologize for the inconvenience this situation has caused. This is quite unusual, and it's especially unfortunate given that your order was time-sensitive.

  We did ship your order within the promised timeline, and the issue seems to be on ***** end. They havent scanned the package and may have misplaced it along their route. Sometimes, the package is still delivered even though the tracking doesnt update.
  
  When you contacted us on February 12th, we were able to see the delivery date and that's why our colleague mentioned that the package would arrive by February 14th. We are still investigating what happened, but unfortunately, this isnt something that can be resolved quickly as we are completely dependent on the carrier.
  
  We are truly sorry for all the inconvenience and the delay. To resolve this, we can reship your order immediately, and we will cover the cost. We will also be happy to check if we can expedite the shipping. Please let us know if this solution works for you.

  Kind regards,

  Moon Magic

• Initial Complaint

  Date:01/02/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a black obsidian necklace in yellow gold from Moon Magic on December 2, 2024, during a sale. Upon receiving the item, I found the quality of the yellow gold to be subpar, with a finish that appeared cheap compared to the rose gold and sterling silver pieces I have purchased from Moon Magic in the past. Consequently, I sought to exchange the necklace for the same model in rose gold, as both finishes are priced identically.However, I was informed that due to the sale pricing applied to my original purchase, I would need to pay an additional $40 to complete the exchange. This policy seems unfair, as I am requesting an exchange for the same product in a different finish, not a different item.I have experienced significant delays in communication with Moon Magic's customer service. Despite multiple attempts to resolve this issue, I have not received timely responses, and only "canned" copy and paste responses without anyone actually reviewing my exchange issue. As a result, I am now at risk of missing the 30-day return/exchange period, which is causing considerable inconvenience.

  Business Response

  Date: 01/08/2025

  Hello *******,

  Thank you for reaching out.

  We are sincerely sorry to hear that you are not satisfied with your experience.

  Kindly note that the responses you received were written by our Customer Support Manager directly, and are not generated by templates. Our typical response time is 4-5 business days during this busy time of year, but we replied to you in under 48 hours. This response time is under 1 business day considering that it was New Year.

  We truly appreciate you as a returning customer, and we highly value your experience with our brand. However, it is also important for us to maintain fairness and ensure that all customers are treated equally, which is why we follow our policy. As outlined in our return policy, we do not offer price adjustments.
  
  While we typically do not offer exchanges for orders placed during sitewide sales, due to customer requests, we made the option available. However, customers who wish to do a variant or product exchange are required to pay the price difference, while we cover the shipping costs for exchanges. We can see that our Customer Support Manager reached out to you already in order to find the best possible solution, kindly reconnect with us and we will be more than happy to help.

  Kind regards,

  Moon Magic

  Customer Answer

  Date: 01/13/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:12/21/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My fiance ordered engagement ring for me on November 1st and when it arrived it was too large. We decided to exchange it because I liked the ring and set up an exchange through their portal. We sent the ring back on November 26th and they received it on December 6th. Because of the long wait times and poor customer service we decided to do a refund instead of an exchange. We contacted them to let them know. Now they keep telling us that their warehouse hasnt received the order yet to issue our refund. As of today it has been two weeks since they picked up the ring from the post office. **************** has not been helpful and continues to give us the run around. They keep telling us they will get an update from the warehouse to verify that they got our package and nothing. At this point we just want our money back so we never have to purchase anything from them or deal with their poor customer service again.

  Business Response

  Date: 12/24/2024

  Hello ******,

  Thank you for reaching out. We sincerely apologize for any inconvenience youve encountered.

  Please note that our warehouse team carefully receives, opens, and verifies all returned packages within 1-2 weeks of arrival. We understand the frustration caused by the wait times, however, the team needs to check and verify all the packages before we proceed further. Please note that your refund has been processed, and it should be reflected in your account shortly.

  We truly value your feedback. Please dont hesitate to reach out if you have any further questions or concerns.

  Thank you for your patience.

  Kind regards,

  Moon Magic
  
  
  
  
  

  Customer Answer

  Date: 12/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:12/10/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint against Moon Magic On 5/8/23, I purchased a ring from Moon Magics website- ******************************, for $97.00. The order number was ******. In October, I noticed that one of the stones on the ring discolored. I reached out via email and they asked that I send photos. They replied saying that, according to their quality control team, the ring looks dirty and recommended cleaning it.Three weeks passed since I last spoke- I had a lot going on and forgot to reply to them. Around thanksgiving I sent an email, along with a picture of the ring, cleaned, and they said that the quality control team determined its from liquids. That was 12/6. Now, the reason Im filing a complaint is because they offer a two year warranty on their website. The ring has obviously tarnished and all I want to do is exchange it. I posted pictures of what it looked like when I bought it and what it looks like now. You can clearly see the difference

  Business Response

  Date: 12/13/2024

  Hello *******,

  Thank you for reaching out and bringing this matter to our attention. We truly apologize for the inconvenience you've experienced with your ring. We understand your frustration, especially considering the discoloration and tarnishing you've mentioned.
  Since your order was delivered in May ************************************************************************** accidental wear and/or damage, lost items, scratches that come with normal wear and tear, improper use or storage of your jewelry, improper care of your jewelry including contact with household chemicals, hygiene products like make-up or perfumes, discoloration of stones caused by water, chemicals, sweating, make-up, cooking, natural inclusions and imperfections of stones and any modification to your jewelry done by a third party outside of Moon Magic Jewelry, as a gesture of goodwill, and in light of your experience, we have offered a Gift Card in the value of the ring you purchased. We can see that you have already been in contact with our Customer Support Team and that you have accepted our offer. We hope this helps to resolve the issue and restore your confidence in our brand.
  Again, we apologize for the inconvenience, and we sincerely hope this solution meets your expectations.

  Warm regards,

  Moon Magic

  Customer Answer

  Date: 12/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:11/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased sapphire ring. Gemstone cracked after about 3 months. Was told warranty does not apply. This is a scam operation. I doubt the gem is even real for it to crack so easily.Warranty is worthless. Amount of purchase = $134.30

  Business Response

  Date: 11/21/2024

  Hello *****,

  We are truly sorry to hear that you are not satisfied with your experience. Customer satisfaction is our top priority, and we are always working hard to ensure our customers are happy. Our ultimate goal is to build long-lasting relationships and loyalty with our customers.
  
  We couldn't find any other communication from you, apart from us requesting additional photos to help find a solution. We understand you mentioned that our warranty doesnt cover this issue but we couldn't find this information provided from our side. We have asked for additional photos as we typically forward these photos to our QA team for further review, and they ask for clear images, which is why we requested more photos.

  
  We are happy to replace your ring. Please let us know if you would like to receive the same ring in the same size, and we will proceed with the replacement order.
  
  
  We look forward to hearing from you soon!

  Kind regards,

  Moon Magic