ComplaintsforMoon Magic

• Initial Complaint

  05/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ordering and receiving Moon Magic jewelry. Ordering was fine, photo of necklace and earrings purchased for daughter-in-law. Thought Id check as I wanted the Taurus necklace. What a mistake! You can barely see the stones outside with a magnifying glass. Ridiculous! I would love to return and get my money back if there is a way.First two pics are from their on-line ad. Second two photos are my photos of the items I received. Find the gems.

  Business response

  05/26/2024

  Hello ****,

  Thank you for taking the time to leave us a review.

  We are sincerely sorry that you are not happy with what you received. Our team responded to your inquiry, you will find all the necessary details needed for the return of your order in their response.

  If there's anything else I can help you with, please don't hesitate to ask!

  Kind regards,

  Mon Magic

  Customer response

  05/28/2024

   
  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

  04/09/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Moon Magic has been contacted several times over the last month and a half. Website states a 8-16 business days for products. It has been more than double.The company repeatedly lies about the fulfillment of the order. Pushing aside the accountability of integrity. Website boasts that there are many wonderful reviews on the excellent customer service. Its not even easily attainable to reach customer service. They reply when convenient. I have received reports that my order was delayed due to the custom order. I ordered all exact pieces from the website. Some of these things were SALE/Clearance items. My money has been in their possession since the end of February. I am about to contact my credit card issuers to report the charge as fraudulent. With the lack of inconsistency, I have yet to reach out about the guarantee and integrity of quality. One piece I bought that WAS rose gold, is completely silver on the bottom.These are the inconsistencies and wrongful allegations I have encountered. A short internet search shows that I am not the only person experiencing the scams and failings of this atrocious excuse of a jewelry business.

• Initial Complaint

  02/06/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In late December I placed an order with moon magic for earrings a necklace and a ring. I paid and submitted my order just like usual. I waited for my order and a few days before it was supposed to arrive I get an email saying they need a picture of my ID and my debit card to verify my identity so they could send my order but they already charged my card and took my 350 dollars. I have requested a refund and I've been getting ignored.I believe this company is a scam and I do not want anyone else to fall victim

  Business response

  02/07/2024

  Hello ******,

  Thank you for choosing Moon Magic.

  Unfortunately, we were unable to verify your payment method. To ensure the security of your account, we wanted to confirm that you placed this order. It's important for us to ensure the security of all transactions and protect our company from potential fraud. While we strive to facilitate smooth transactions and increase sales, we must also be vigilant against any suspicious activity flagged by Shopify's fraud analysis algorithms. The amount was on hold, meaning the funds were neither in your account nor ours. We have not yet accepted the transaction, and we must verify it when red flags are present. Since you requested a refund, our team has canceled your order and you will shortly be able to see the refund on your account.

  Please feel free to reconnect with our *************************** for any questions or concerns you might have.

  Kind regards,

  Moon Magic

• Initial Complaint

  01/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Item was purchase on 12/31 and shipped on January 3rd. Estimated arrival was January 9th. When the date passed and I did not receive my item I checked tracking and it showed unable to deliver because of address. (Note: I have ordered items before from the company with the same address and have never had an issue) so I reached out via email to customer service and verified my address (which was correct). It is now January 23rd and still no package and tracking has still not updated. **************** said that I am unable to cancel my order and that I have to wait for it to arrive! There is still no ETA or tracking info that has been updated and they cant even tell me where my package is and they refuse to cancel my order and have the carrier send it back, this is ridiculous. Its been almost a month since I made the order

  Business response

  02/06/2024

  Thank you for choosing Moon Magic.

  We are really sorry to see that your order arrived later than anticipated. While we dispatched your order promptly, the delay occurred at the carrier's end. The End of Year Sale period is typically hectic, leading to unavoidable delays.We can see that your order has been successfully delivered, and we trust you enjoy your Moon Magic piece. To address the inconvenience caused, we are happy to offer compensation. Please contact our customer service at your convenience.

  We appreciate your patience and understanding.

  Kind regards,

  Moon Magic

• Initial Complaint

  10/09/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  This merchant does not provide any customer service of any kind. I ordered a necklace for $200 on September 1. The order said it would take ***** business days to fulfill. The merchant never shipped my package. I reached out and asked for the tracking information. They tell me the package has been delivered by ***** however I contacted ***** and they acknowledged they did not deliver the package and it is missing. The merchant refuses to assist at this point.

• Initial Complaint

  05/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Similar to everyone else here, I am having to deal with the horrific customer service of this company after being given a terrible product. I purchased a ring for my partner in February of this year for Valentine's **** After only a few months, the center stone broke and popped out of the ring. I emailed the company to file a warranty claim that they advertise on their site and was met with an email back saying that my ring is not covered under the warranty clearly stated on their site for every single jewelry piece for a 2 year period. When I asked for further explanation of why my piece was not covered, I never received an email back. Because of this, I came here only to find that this is not a one off occasion and that every buyer here has dealt with the same or similar issues. At this point, I see that even if they abide by their warranty policy, I am just going to get another ring that will break in a few months or a ring covered in mold. I want a full refund as they advertise a high quality product and ended up giving me the complete opposite.

  Business response

  06/11/2023

  Hello ****,

  Thank you for your feedback, we appreciate it!

  Our warranty policy, as mentioned on our website, covers manufacturing defects. Unfortunately, issues that arise from normal wear and tear, such as a stone falling out, are not covered by the warranty. We apologize if this was not clearly communicated to you previously.

  If you decide to continue with the offer of 50% discount on a new item of similar value - please reach out to our customer support department, that is the best variant we can offer to you according to our policy.

  
  We appreciate your kind understanding.
  Thank you!

  Kind Regards, 

  Moon Magic

• Initial Complaint

  04/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased an engagement ring because they were the ones that kept coming up when I searched for moonstone rings as it was the desired stone by my partner. They took forever to even make it from what they responded to me via chat. I kept in touch with them every couple of days. They kept giving me basic responses. As of a few days ago they said the ring wasnt even made or shipped yet. Today they sent me an email that said they were Supposedly trying to deliver it on the 25th which is a lie because I chatted with them then and they said it still hadnt been sent out. I contacted them again today and they sent me a link saying that **** said it was undeliverable and the package had been discarded because they couldnt send it back to sender or deliver it. That is a lie because I received 2 packages from other purchases made from other websites the very same day. I tried to contact customer service and their answer was we will look into it but we cant help what the delivery service does. Which is crazy because it wasnt a cheap package. You would think they would track the package ask for a signature or give out a phone number. Now I am in limbo nobody is answering me and nobody is wanting to refund me my money or delivery the item I paid for in full. DO NOT ORDER FROM THEM! it seems like a scam! Would not recommend! Pay the extra money and find a legitimate local jeweler!

  Customer response

  04/28/2023

  My issue has been resolved I dont know how to proceed
  

• Initial Complaint

  04/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Order number ***** Brought a ring in Dec 2022 after 5 days of wearing the ring one of the gems fell out new order number ***** was sent out and now after wearing the new ring for 3 months another gem has fallen out, contacted the company and they have said this isn't covered under the warranty even though in the warranty it states it is covered under manufacturer defects for 2 years which this clearly is

  Business response

  04/17/2023

  Hello *******,

  We are sorry to hear you had a frustrating experience, but we really appreciate you bringing this issue to our attention.

  Please note that our 2-year warranty covers manufacturer defects only, and unfortunately, a lost stone due to accidental damage or wear and tear is not considered a manufacturer defect.
  

  Our website states our 30 days return policy which is the period for refund or exchange. Since 3 months have passed we aren't able to offer you the mentioned offers. However, we still would like to offer you a 50% discount on your next purchase of the same or a similar item value. We hope that this offer meets your expectations and helps you find a suitable replacement.
  
  For more information on our warranty policy, please refer to the link provided here - *************************************************************. If you have any further questions or concerns, please do not hesitate to get in touch with the customer support department.

  Kind Regards,

  Moon Magic
  
  

• Initial Complaint

  04/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a statement ring for my wife in August 2022. The first time we received an empty box. Emailed the company and received the ring. Since then the ring broke two times. Moon magic replaced the ring (took 3 months and a complaint to PayPal) I received the replacement ring March 2023 and in April 2023 the ring broke again. I have given this company plenty of chances and still all they want to do is keep replacing the ring. I just want a full refund. The company will not refund me.

  Business response

  04/07/2023

  Hello ****,
  
  Thank you for your review. We are sorry to hear you had a frustrating experience, but we really appreciate you bringing this issue to our attention.

  It's a pity the ring got defective, but we are happy to offer you a free replacement of the item. 

  Upon checking, we can see that a shipping label has already been sent to you, so we will do our best to provide you with a beautiful and quality jewelry.

  Please reconnect with our customer support department for any questions you might have.

  We will use the feedback to make us better and to ensure this doesn't happen again.
  
  Best Regards,
  Moon Magic

  Customer response

  04/07/2023

   
  Complaint: 19890609
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Customer response

  04/07/2023

  This is the second ring they have sent us that broke and I would like to just get a full refund.

  Business response

  04/17/2023

  Hello ****,

  Thank you for reaching out!

  As it was confirmed with you - a new shipment with a ring in a size 6 has already been processed. You will receive a tracking number from our system within ***** working days.

  Please get in contact with our customer support department for any questions you might have.

  Best Regards,

  Moon Magic

• Initial Complaint

  03/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a ring. Didn't come as advertised; didn't match images of the ring; sizing was wrong; quality is worse than ring purchased as a replacement of a damaged ring (that is not a part of this report/grievance). They refused a refund; they were contacted, again, and with much back and forth they refunded some of what was paid. I only recently learned BBB was an option to investigate or acquire full resolution to problems with businesses, which is why I'm sumbmitting this report so late.

  Business response

  04/03/2023

   

   

  Hey Better,

  
  

  Thanks for reaching out to our Moon Magic Fam - were happy to hear from you!

  
  

  Our customers are always our number one priority, which is why we promise to get back to you within 48 hours (Monday-Friday). Just make sure you dont send multiple messages as we answer inquiries in the order that we receive them, and doing so will send your queries to the back of the queue.

  
  

  From one Gem Lover to another, we want to get your problem sorted out as quickly as we can. Please make sure you provide us with the order number or the email address you used when placing your order, and if you already have, just sit back and well be in touch soon.

  
  

  If youve experienced a shipping delay, wed like to say a big sorry and thank you for your patience. Even though were starting to get back to normal after the pandemic, our warehouses and shipping carriers are still facing additional measures in order to keep us all safe. Thank you for understanding, Your magical jewelry will be with you soon.

  
  

  For more info, feel free to visit our Help Center to find quick and easy answers to your questions. Or for now, weve got some gorgeous gemstones we know youll love.

  
  

  Keep shining,

  Your Moon Magic Fam

  Customer response

  04/04/2023

   
  Complaint: 19619935
  
  I am rejecting this response because:

  The business didn't read the message of complaint. This response from Moon Magic is their default pre-written response; I've already dealt with this business through this channel and route. However, this response displays the incompetence of this business - even when contacted by the BBB, they do not read the message or inquiry and respond appropriately.
  
  I will wait for their follow-up response, assuming it comes within the ********************** their response.

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

  Business response

  04/07/2023

  Hello ******,

  We appreciate your honesty and are taking all customer feedback (both positive and negative) seriously. We work with each customer individually to find a solution to their issue as we stand behind our products and are dedicated to finding an equitable outcome for each shopper on a case-by-case basis.

  We are really sorry that the design of the ring you purchased didn't look like you expected (it was modified to increase its durability). Upon checking we can see that in June 2021 you were fully refunded the purchase price of the ring. To our regret, the shipping fee isn't refundable in this case.

  Please reconnect with our customer support department for any questions you might have.
  We will use the feedback to make us better and to ensure this doesn't happen again.
  
  Best Regards,
  Moon Magic

  Customer response

  04/07/2023

   
  Complaint: 19619935
  
  I am rejecting this response because:
  The business changed the design of the ring and did not update their webpage, photos, or the description of the ring; nor did they change their advertisement/marketing, thus I was a victim of false advertising. I was led to believe I was purchasing the identical ring to a previous purchase, but the new ring was siginificantly different. The quality of the gemstone went down significantly and the ring came damaged. Furthermore, from what I've read in articles, this business has been changing their designs because they've been outsourcing for cheaper work and lesser quality. The desgin didn't change for a functionality reason but instead because of corporate greed. These changes to quality and design aren't described or shown in any way and therefore customers are not aware of these changes, let alone the negative affects on Moon Magic's products. Moon Magic needs to be forced to change their webpage, advertisements, and images to match the products as they truly are. I am not asking that the shipping be "refunded", but I would like financial compensation for the shipping and duties because I should not to be out any money for the fradulent item I purchased; that isn't right nor is it acceptable.
  
  For your reference, the amount I want to be compensated for is the difference between these values from my bank statements:
  OCT08 **** DEBIT RETAIL PURCHASE 128023676879
  RCH* RCH-MOONMA
  $207.75
  OCT12 **** DEBIT RETAIL PURCHASE 128532636156
  DHL EXPRESS ADC
  $43.63
  NOV10 **** DEBIT PURCHASE REVERSAL 231407003136
  RCH* RCH-MOONMA
  $195.34CR
  

  Thusly, please compensate me $56.04.
  

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

*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. ↩