ComplaintsforMoon 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

• Initial Complaint

  08/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a ring on 7/22/2022 from moon magic jewelry online for $154.15. When I received it on 8/01/2022, it was not what I expected and didnt fit. I immediately that day emailed the company to begin the returns process. They emailed me back the next morning on 8/02/2022 that I could either keep it and they would refund me 15%, return it for the exact same one, or return it for store credit. I responded that morning that I just want a full refund and that I only tried it on and its in perfect condition. I didnt hear back, so that evening I sent another email that I dont like the ring and am not interested in their other products based on what I received. I got a reply the next morning on 8/03/2022 asking for a photo of the ring, which I sent in the early morning around 7:30 am PST. With no response by evening again, I responded asking for a phone number to call. I didnt get a response until the next morning, today 8/04/2022 asking for a video of the ring with no phone number to call for more immediate help. I tried to go on the website to leave an honest review of my experience to try to get their attention but when I attempted to submit my one star review, the website told me there was an error and it wouldnt be able to post the review. I got this error a few times when I tried. Now Im here filing a complaint. I just want to return to them a ring in perfect condition that they can sell to someone else in exchange for a full refund of my money. I can sent screenshots of the emails if needed.

  Business response

  08/31/2022

  Hello ******,

  Thank you for reaching out!

   

  Our sincere apologies for any inconvinience that the return process might have caused you, this is on us.

  We are here to confirm that your refund was successfully processed on August, 18th. 

  Thnak you for your honest feedback, we will definitely take it into account as every customer's opinion matters for us!

  We hope for your patience and understanding!

   

  Best Regards,

  Moon Magic

• Initial Complaint

  08/02/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I bought a ring from them. Only to wake 3 days later to an email saying that the ring was no longer available. keep in mind they took my ******* days before that. In return they offered me a minor 15% off the ring. I said, no thanks just send me money back. I been trying to get someone to from that ***** to actually make contact with me. has not happened yet! Only some fb worker telling me they will get with me. no phone number just email and they never respond. Since you dont have what i want send my money back as fast as you took it out!

  Business response

  08/31/2022

  Hello *****,

  Thank you for reaching out!

  We are here to confirm that your refund for the canceled order was successfully processed on August, 4th. 

  Please accept our sincere apologies for any inconvinience with the out of stock ring. We'll strive to do better!

  Best Regards,

  Moon Magic

  Customer response

  08/31/2022

   
  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

  07/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered an awning cover on 06/12/2022 and I have not received it. I would like a refund of $125.00 Please call me or give me the exact instructions for claiming a refund I ordered an awning cover on 06/12/2022 and I have not received it. I would like a refund of $125.00 Please call me or give me the exact instructions for claiming a refund.Regards *************************** Reference number ***** not delivered

  Business response

  08/31/2022

  Hello *******,

  Thnak you for reaching out!

  Our sincere apologies for the late reply, but we need to inform you that you contacted Moon Magic (https://moonmagic.com/) which is a jewelry shop and we don't sell any awning covers. Please check the store where you've made an order and contact the customer support there. We hope it helps!

  Best Regards,

  Moon Magic

• Initial Complaint

  07/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 19 I purchased the moonstone diamond ring-rush from their website. I paid ******* USD. They sent us an empty box on July 18th. I emailed the company explaining this and the emailed back an apology saying they would mail us a new one immediately. Well today we got another empty box in the mail. This is absolutely awful.

  Business response

  07/31/2022

  Hello *****,
  
  Thank you for bringing this to our attention. We're sorry that you had a bad experience and we apologize for any inconvinience.
  
  We are checking your case at the moment, our customer support manager will reach out to you as soon as the investigation is over. We hope for your patience and understanding!
  
  Best Regards,
  Moon Magic

• Initial Complaint

  06/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June the 10th of this year I was searching companies that offered replacement canopys for a gazebo wed bought 2 yrs ago. I came across this company called By the Weey and they said they had one and the cost would be ***** with free shipping. So I went ahead and ordered it. Flash forward 2 weeks later and Ive not received the replacement canopy nor even an email from them. Ive been searching all over ****** today trying to see if I can find this company. They say they are based out of *******, **. Does give an address but no customer service number. It also gives an email that you can contact them. So you better believe I sent them an email requesting an update on my order. Its like crickets now, I have yet to hear anything back from them. The money I paid to them was ***** and I just want my money back. I can attach a screenshot of the company they advertised. One thing that should have made me suspicious after I completed my purchase is it shows the name moon magic not the one I told you at the beginning of this message. Ive looked up that name too and it takes you to gems that they sell, definitely not canopy replacements. Again this has really upset and people need to know this is not a real company and will scam you out of your money.

  Business response

  06/27/2022

  Hello ******,

  Thank you for reaching out!

  We are sorry to hear you have an issue with your purchase but we would recommend you to contact https://bytheweey.us/ directly as it has nothing to do with the jewelry online store - Moon Magic (https://moonmagic.com/), unfortunately, we can't be more helpful in this case.

  Hope you'll manage to resolve your issue promptly!

  Have a nice day!

  Best Regards,

  Moon Magic

  Customer response

  06/27/2022

   
  Complaint: 17477218
  
  I am rejecting this response because:

  The company advertises as moonmagic and took money from me. I emailed them Thursday last leek and never got a response from the company of either moonmagic or by the weey. Whichever theyre trying to go by. I just want my money back that Ive given them. You cant just steal my money. Im not accepting this response and want further action taken in this matter. 
  
  Sincerely,
  
  *******************************

  Business response

  07/04/2022

  Hello ******,

  Thank you for your email.

  It happens that sometimes the names of the companies coincide, but the one you shared has at least an opposite website to what real Moon Magic does (https://moonmagic.com). We can't be responsible for a different business except ours. 

  We do hope you'll manage to contact the real seller of the goods you purchased.

  Best Regards,

  Moon Magic

• Initial Complaint

  04/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  So this company request pictures to examine the quality of the stone to send me another ring at no charge. On the email it states that if there is no shine to ring they would send me a replacement at no charge and to keep the other ring. Well I provided the pictures at their request and they replied back with no issues with the ring. After that they offer me 15 percent back of a refund for the inconvenience or a full refund if I pay to send it back to them or exchange it for something else.I replied back to them..... This shouldn't be the obligation as the customer to pay for shipping on a return for a defective product. The ring is nothing close to what they advertise on their site. It seems to me they start nice with the email but later on they don't stand to their word for the great customer service part and this web site is pretty much a scam to take your money this wasn't fair they did this to me.

  Business response

  04/17/2022

  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.

  
  As it is stated on our website the customer needs to provide good pictures of the defective item (perhaps from different angles, with outdoor/indoor light), so we could clearly see the defect especially if the complaint is about the color/absence of shimmer of the stone.

  
  The pictures you provided were discussed with the team and agreed that the ring wasn't defective, we use genuine gemstones and the color/brightness can vary as they are uniquely different so no two stones look alike. According to our Return Policy - you are welcom to keep the ring and get a partial refund, exchange it or return for a full refund.

  
  Please accept our apologies if your experience did not match your expectations. This is on us.
  Please reconnect with our customer service department for any questions you might have!
  
  Best Regards,
  Moon Magic

• Initial Complaint

  11/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  My husband ordered my 30th birthday ring and I received it in February 2021. He paid $129. On October 6, the gem fell out of the ring. Which I now see is a common issue with this company. I emailed them to see about a replacement ring and all they told me was that the warranty was only good for a month so I am out of luck. It's a shame because it was my favorite ring and I would have bought many more products from them if they just had better customer service and better quality than to glue the gem in the ring.

  Business response

  12/23/2021

  Business Response /* (1000, 6, 2021/11/10) */ Customer Daryl ****** made order #XXXXXX on January 27th, 2021. On November 7th, 2021 **** ****** made the first contact via customer service support email to complain that the item-ring bought got damaged - a stone fell out from the metal band. Since the order is way past our 1-month return policy our customer support rep explained that we cannot offer a replacement or a refund at this moment. The customer refused the explanation and therefore, after consulting with our manager, we have offered 50a% off a new item. The customer refused that as well. We are taking all customer feedback (both positive and negative) seriously. While we do clearly state our 30-day warranty policy on our website, we work with each customer individually to find a solution to their issue if that time frame has passed. We stand behind our products and are dedicated to finding an equitable outcome for each shopper on a case-by-case basis. Order receipt and full email correspondence are attached. Thank you! Consumer Response /* (3000, 8, 2021/11/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Asking me to pay $70 in order to get another ring that will surely break again within a few months is not a resolution. I get nothing out of that except for a broken ring, out $210, and another ring that will soon become broken as well. If you stood behind your products you would give me a replacement or Pay the cost to repair the ring. Business Response /* (4000, 10, 2021/11/11) */ Once again, we are truly sorry to hear that your experience with us was not satisfactory but please note that we have offered all that we could at the moment and per our warranty policy. We appreciate your kind understanding. Thank you! Consumer Response /* (4200, 12, 2021/11/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) You offered no resolution, you wanted me to pay more money bill to you. I do not accept it and you need to change your policies. Business Response /* (4000, 14, 2021/11/17) */ Hello, thank you for getting in touch. I have discussed your case with our managers once again and, I am sorry, but 50% off a new item is all that we can offer. Thank you! Consumer Response /* (4200, 16, 2021/11/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't want another item. And I shouldn't have to pay you more money for a replacement. The only thing I'll settle for is your 50% that you're offering coming in the form of a refund for the original ring so that I can take it to a repair shop and have it fixed myself.

• Initial Complaint

  10/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  10/23/2020 purchased a solid rose gold ring set for $1053.15 from moon magic. I proposed to my fiancé on 09/21/21 with this ring set. She wore it for 2 weeks everyday and the ring turned black and green in areas confirming that it was not in fact real solid rose gold. We reached out to the company and requested a refund. They declined a refund and only offered an exchange for the same product. We expressed that we didn't want to exchange since we now know they were false advertising and selling fake gold as real gold. We wrote reviews on their website and they never published them. They hide the comments and reviews from the public to avoid losing business. Their website is false advertising selling real gold when it is in fact fake. The business is conducting illegal activity by conducting this practice. I would like the business to be forced to publish the correct metals they are selling. I would also like a refund for the items we received that were sold to us under false pretenses.

  Business response

  01/07/2022

  Business Response /* (1000, 7, 2021/10/26) */ Customer ***** ********* made order #XXXXXX on October 23rd, 2020, and purchased one of our Diamond Collection bundle of two Diamond rings. On October 9th, 2021 the customer made the first contact complaining that one of the rinds, the Diamond Tear of Joy changed its color and got tarnished. Our customer support agent asked for the pictures and explained that sometimes this can happen due to the precious, natural metals present in their composition, such as Copper. Our customer support agent also advised the customer that since our Diamond pieces have a 1-year warranty period if a defect occurs we can only make a replacement or issue a Gift Card on the amount paid. After several emails, the customer agreed to send back the defective ring back for Moon Magic Gift Card on the amount paid. Order receipt and full email correspondence are attached. Thank you! Consumer Response /* (3000, 9, 2021/10/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) This business stated they sold the bundle to us. They have refused to accept the return as a bundle stating it was sold separately. Their response even states that it is a bundle. They should refund us for the bundle they sold us and for selling fake gold and stating that it turns black and green because it's a precious metal. All my other real gold jewelry has never had this happen and I use it almost everyday. This business has also not posted our reviews to their website. After speaking with other customer in the same situation they have not posted any of the bad reviews either. They hide them from the public. They have also blocked us from commenting and stating the truth to the general public. To this date they have refused to refund the bundle and have only offered store credit for one of the rings purchased as a bundle. Business Response /* (4000, 11, 2021/10/28) */ Like any business, we love to hear from our happy customers. But we also live in the real world. We value the insights of every shopper and know that sometimes, things go wrong. We welcome feedback of all types and use your comments and reviews to continually improve. We stand behind our products and are dedicated to finding an equitable outcome for each shopper on a case-by-case basis. Please, read our very helpful blog on why jewelry can tarnish - ************************************************** Regarding the bundle, we sell all our rings separately as well. Since only one ring from the bundle is tarnished we cannot issue a refund, replacement, or a Gift Card for the non-defective ring as well. We truly appreciate your kind understanding. Thank you!

*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. ↩