ComplaintsforMoon Magic

• Initial Complaint

  02/24/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Went to their website from an ad that said I could get my order by Valentines Day. After I placed the order I didn't receive a receipt for my purchase I checked my account to confirm the money had been withdrawn. Which it had. I reached out and was informed that what I had chosen was special order and it wouldn't ship till the February 17th 2023. So fast forward to the 21st I hadn't recieved my order or shipping information. Magically the next day I recieved shipping confirmation. Only problem was there was only one of three items on the shipping confirmation. So I reached out and asked them if only one item was in the package. After several attempts to contact them all I could get was automated responses. Today I tracked the package and it said it had been delivered. The only problem is, is that it wasn't. My order was over sixteen hundred dollars and the carrier reported it was left in my mailbox. I find that items with that value would be left in a mailbox and not require a signature is absolutely ridiculous. This company is absolutely unethical and irresponsible. No wonder they don't have a ****** profile and run ads with website reviews that are most likely fraudulent. Buyers beware

  Business response

  03/15/2023

  Hello ******,

  Thank you for bringing this to our attention. Were sorry that you had a bad experience and we apologize that our service did not satisfy your expectations.
  
  We truly apologize for the confusion while preparing your package, and we truly apologize that you had to cancel a part of your order.

  According to the reports from the delivery companies we have - the package was delivered, unfortunately, we are unable to offer reshipments or refunds for packages that have been marked as delivered.
  
  Our apologies for any inconvinience it might have caused you.
  
  Please reconnect with our customer service department for any questions you might have!
  
  Best Regards,
  Moon Magic

• Initial Complaint

  02/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a set of rings to be worn together bands that are meant to display a statement ring. These were purchased as my anniversary gift. The statement ring broke immediately and the stone fell out. The company has denied a full refund for the set, with the justification that they are used. Their website promises a 2 year warranty and satisfaction guarantee, which they are not holding themselves accountable for.

  Business response

  03/15/2023

  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 your ring got defective and we really regret that you refused to be sent a free replacement.

  Upon checking, we can see that a Full refund for the bands has already been processed to your card.
  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

• Initial Complaint

  02/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered ring, not satisfied with gemstone color or quality of product. Looks cheap and fake and definitely not worth the money. As instructed, I sent a video of my ring including the reason for wanting to return it. I have not received any instructions on how to return it, despite asking several times. This company is stealing peoples money.

  Business response

  02/20/2023

  Hello *******,

  Thank you for bringing this to our attention. We're sorry that you had a bad experience and we apologize that our product did not satisfy your expectations.

  Upon checking we can see that you were sent the return instructions and once we receive your purchase back, verify it - the corresponding department will proceed with the refund after that.

  Hope for your ******* and understanding!

  Best Regards,

  Moon Magic

   

  Customer response

  02/23/2023

   
  Complaint: 19395295
  
  I am rejecting this response because: I have returned the ring, I have received confirmation that it was delivered via the tracking number, I requested a full refund, but have not received any funds back. Now I am without the ring and the money. I am again requesting an entire refund.
  
  Sincerely,
  *******************************

  Business response

  03/15/2023

  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.
  
  Upon checking, we can see that a Full refund has already been processed to your card.
  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

  03/15/2023

   
  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

  01/02/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  A necklace was ordered as a Christmas gift for my partner on 2022-12-20 and was scheduled to arrive on 2022-12-29. My partner contacted neighbors and tried to look around for the package but was unable to find the package. The shipping company is not allowing me to file a claim and and the company did not provide any shipping insurance. Moon magic refused to offer a replacement or refund as the website showed the package as "delivered" when there was clearly some mistake in the shipping process. In conclusion, I am unable to claim the package as Moon magic has instructed me to do so and Moon magic refuses to offer a refund due to the shipping error.

  Business response

  01/12/2023

  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.
  

  Please accept our apologies on the behalf of the delivery service, we keep an eye on mail investigation and we will reach out to you as soon as we have data to proceed.
  Hope for your patience and understanding!

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

  Customer response

  01/19/2023

   
  Complaint: 18674115
  
  I am rejecting this response because: You only offered me a replacement when I specifically asked for a refund as this was supposed to be a birthday present. I am getting this response over a month later. Not to mention that the necklace in question is out of stock.
  
  Sincerely,
  
  ***********************

  Business response

  01/26/2023

  Hello ****,

  Thank you for your reply.

  We know that getting a package in the mail can bring a little bit of magic to your day. And when your order is lost or delayed, disappointment is inevitable. Unfortunately,we dont always have control over every factor once the package leaves our hands.

  According to the data we have - the package is marked as delivered. In this case, we would be happy to make an exception and offer a reshipment or issuing a Gift Card for the amount you spent for the purchase. Please reconnect with our customer support department for any questions you might have.

  Hope for your patience and understanding!

  Best Regards,

  Moon Magic

  Customer response

  01/26/2023

   
  Complaint: 18674115
  
  I am rejecting this response because:

  There have been similar situations in where the customer gets a full refund even when the shipping company portrays the package as "delivered". Why am I instead being offered a gift card rather than a full refund? I don't want to buy from somewhere I already had my package lost once.
  
  Sincerely,
  
  ***********************

  Business response

  01/30/2023

  Hello Taha,

  Thank you for accepting our offer to get a Gift Card with the purchase price of the item. 

  Gift cards are delivered by email and contain instructions to redeem them at checkout. Our gift cards have no additional processing fees and no expiration date so they can be redeemed anytime. We do hope you'll enjoy your new order!

  Thank you fro your patience!

  Best Regards,

  Moon Magic

  Customer response

  01/31/2023

   
  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

  12/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered some jewelry from my wife but the color was not quite right so we returned them in hopes of either switching out for a different color or getting a refund. I sent the items back and Moon Magic confirmed they received them, but they are refusing to issue a refund. They now have the item and my money.

  Business response

  12/27/2022

  Hello *****,

  Thank you for bringing this to our attention. We're sorry that you had a bad experience and we apologize that our product did not satisfy your expectations.
  
  Upon checking we can see that a full refund for the jewelry has already been processed, it should appear on your account soon. Hope for your patience!
  
  Best Regards,
  Moon Magic

  Customer response

  12/27/2022

   
  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

  12/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 30th I used my cashapp card to purchase a $240 set of earrings for my wife she wanted so badly. On December 8th at 8:18 a.m I get a text confirming my package containing said earings has been delivered. I go to the front door confused as my ring doorbell did not alert me, I open door and no package. I look at my neighbors door, no package. I get my keys and go unlock my mailbox no package. Another neighbor was sitting outside since 8a.m waiting on a ride for work who did not show up until 8:30a.m which is 12 minutes after said delivery. She said no **** or anyone had shown up at our condo complex. **** said not their problem and that Moon magic should of insured their product. Moon magic said **** is responsible and they won't resend or refund purchase after it says its been delivered. **** app won't dispute it and **** says Moon magic is responsible.

  Business response

  12/27/2022

  Hello ****,

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

  We are happy to confirm that we would be glad to ****** your jewelry! Please reconnect with our customer support department to agree the shipping address so we could proceed.

  Thank you for your patience and understanding!

  Best Regards,

  Moon Magic

   

• Initial Complaint

  10/21/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  A ring was ordered as a birthday gift for me by my partner 09/22/22, the day the ring was supposed to arrive 09/29/22 it said it was delivered but I never recieved it. After some back and forth at the post office I found out that my package was misdelivered and the people it was delivered to claimed they never received it. The package didn't have any insurance despite the price, and there is no option for insurance that I could find on the website. The post office said without insurance they can't do anything, and that I will likely never get the package. Upon contacting moon magic they claimed that despite never receiving my package they could not offer any refund or replacements. After explaining the misdelivery they still refused to provide any refund or replacement as the package was listed as "delivered" despite not actually being delivered to the right address. After looking into the company more and seeing all the horrible reviews here and how they delete negative reviews from their site I don't even want the ring anymore and would prefer just to get a refund seeing as I never received it in the first place, but they insist they cannot refund me despite the fact I never received it.

  Business response

  10/25/2022

  Hello ***,

  Thank you for bringing this to our attention!

  Were sorry that you had a bad experience and we apologize that our service did not satisfy your expectations.

  At the moment we are checking the case with the carrier and our customer support agent will get back to you asap once it's cleared up. Hope for your patience and understanding.

  Kind Regards,

  Moon Magic

  Customer response

  10/27/2022

   
  Complaint: 18293450
  
  I am rejecting this response because: there still hasn't been any resolution, you offered to send another ring but I explicitly said I want a refund 
  
  Sincerely,
  
  ***************

  Business response

  11/08/2022

  Hello ***,
  
  Thank you for your feedback. We are sorry to hear you had a frustrating experience, but we really appreciate you bringing this issue to our attention.
  
  Upon checking, we can see that a Full refund has already been processed to your account.
  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 doesnt happen again.
  
  Best Regards,
  Moon Magic

  Customer response

  11/11/2022

   
  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

  09/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Bought my wife a ring and matching earnings for surviving radiation and Chemo In November. She recently had the stone in the ring fall out and is now lost. There return policy is misleading. There a section saying. "Yes! We want you to be head over heels for your new jewelry. If youre not 100% satisfied, we want to make things right." No where in that does it say within 30days. You have to click on another section to find the 30 day policy.

  Business response

  09/27/2022

  Hello *****,

  Thank you for bringing this to our attention. Were sorry that you had a bad experience and we apologize that our service did not satisfy your expectations.
  
  Upon checking we can see that you were offered the solution to get the same or another jewelry with a discount, that was the best we could offer in that case. According to the rules of our Return/Warranty Policy - the replacement is possible only within 1 month after delivery, that is a good period to check the jewelry for manufacture issues.On our website you can also find information on how to keep and store our goods so you could enjoy them for a long time. Please reconnect with our customer service department for any questions you might have!
  
  Best Regards,
  Moon Magic

  Customer response

  09/27/2022

   
  Complaint: 18118007
  
  I am rejecting this response because: im not looking to purchase another ring from you. I want a replacement for the one I bought that broke or a refund.  Why would I pay for another product if you won't stand behind the quality of the 1st product I bought.  Again your website is misleading people on your website which I went over in my 1st letter from the BBB.
  
  Sincerely,
  
  *********************

  Business response

  10/04/2022

  Hello *****,

  Thank you for your reply.

  Your order was delivered on Novemebr,4th 2021, so 10+ months have passed after your first contact. According to our Return Policy (https://moonmagic.com/pages/returns) - All items come with a 30 days warranty. During this period you can either return your item(s) for a full refund, get a replacement, or make an exchange. Our apologies, but since the jewelry is outside the warranty period - we can no longer offer you a refund or a replacement, sorry for that. The best option we could offer was a discount on a new piece.

  If you have any other concerns - you're welcome to contact our customer support department. 

  Hope for your undersnading!

  Best Regards,

  Moon Magic

  Customer response

  10/04/2022

   
  Complaint: 18118007
  
  I am rejecting this response because:

  I do not accept your response.  You say you want to make things right if im not 100% satisfied. Clearly that is a lie. Just words on your website. I want a replacement ring or refund. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  09/19/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a ring on 9/8/22 given this **** tracking number ********************************** ***************** told me its a scam I want my money refunded

  Business response

  09/22/2022

  Hello ****,

  Thank you for reaching out!

  We are sorry to hear you've faced the issue with the delivery, our apologies on the behalf of the delivery company. 

  We've checked the status of your order - and according to the tracking it's out for delivery today (September, 22nd), we do hope it will be delivered to you soon.

  Please reconnect with our customer support department if you still don't have a package until September, 30th. Hope for your patience and understanding!

  Best Regards,

  Moon Magic

• Initial Complaint

  09/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 8 2022, this ring was purchased by my partner for me as a birthday gift. The ring cost $227.99 plus $48 paid in taxes and duties. Not even 30 days later, on August 7th, the ring broke and the ******* fell out of the ring and was lost. At the time, I checked their website for refund/warranty information to know what could be done. There was nothing posted on their website instead, directing customers to reach out via email support. I reached out and was offered to send a replacement. Their agent made no mention of an option for a refund.On August 12th, I received the replacement ring and 15 days later, August 27th, the ******* falls out of the ring again. At this point I tell their customer service I will send back all of the ring and its contents for a refund as the quality and design of the ring is poor and not worth the price. All of a sudden there's a 30 day refund policy and now there is no option for a full refund. The refund is now posted on their website when it was not there on August 7th. I have made many attempts to reach a resolution with this company. They will not give me an exchange for a better ring without wanting me to pay. They will not provide me a full refund for the ring set, they only want to refund me part of it. Mind you, the rings were purchased and intended to be worn together, not separately. They also do not post their negative reviews and delete them off their website and social media, making them a very untrustworthy company. You would think you are receiving honest feedback on their product but they are altering it for customers. I want back a refund in its entirety, or an exchange for a better quality ring, given that this has happened twice now. I should not have to pay for a better ring since their website is misleading with their reviews on how good their product is.

  Business response

  09/14/2022

  Hello ********,

  Thank you for bringing this to our attention. We're sorry that you had a bad experience and we apologize that you faced an issue with the product.
  
  Upon checking we can see that a new replacement piece of jewelry has already been shipped, it should be delivered to you soon. Hope for your patience!
  
  Best Regards,
  Moon Magic

*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. ↩