ComplaintsforMoon Pals
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Complaint Details
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Initial Complaint
05/16/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I'm not exactly certain of the date of purchase. I emailed Moon Pals to tell them I had to send back the unopened package. They emailed me to use a specific label to receive a refund. I did that and have not received my refund. I did this because I needed surgery and am now out of work. I am requesting that Moon Pals refund me for the amount I paid. It was around $76.00. This should go directly to my checking account.Initial Complaint
11/02/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Date of transaction:10/29/21, payed 64.30$. They made me use an app call shop which changed my zip code to ***** in the shipping and billing address when it should have been *****. I immediately reached out the the company they did not get back to me until today 11/2/21 and they have refused to change the zip code or cancel the order even though the package has not been shipped out and has stated that I will have to wait till it is delivered to the wrong address and hope that it is returned by the random recipient to receive a refund.Business response
11/08/2021
Hi *******, your order was placed on Friday, October 30th at 2AM. **************** hours are weekdays from 10AM to 6PM and we allow 2-3 business days for our representatives to process requests. The Shop app is an optional method of payment and is not a requirement to place an order with Moon Pals. You can always check out as a guest, or use information different than your Shop account if you prefer not to use the Shop app. Additionally, it looks like we processed a replacement for your order without waiting to see if your initial order delivered to the address you specify. We accommodated your request to ship to an address different than the one you initially provided, and this information has been clearly communicated to you. We are not able to process a refund for your order because the replacement you requested is still in transit.Initial Complaint
10/18/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered 2 products from them the week of October 4th, still havent received them. I tried reaching out to customer service and they blamed me for not buying the 2 day shipping. The issue is ***** has lost my packages and Moon Pals has refused to replace the items. I was supposed to get them on the 14th but they havent moved or sent any updates since 10/13/2021. The company refused to do anything and has stated that it is basically my problem and they arent going to do anything to make it right. So I am out $72 and this company doesnt care. I have tried communicating with them multiple times and they wont help me.Business response
10/29/2021
Hi ***********************,
Express shipping was provided as an option for future shipments because at the time of this communication, it was not clear that the items you ordered were lost in transit.
Our records indicate that we replaced the the Moon Pals, expedited the replacements, and did not require the results from a ***** trace before replacing.
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Customer Complaints Summary
3 total complaints in the last 3 years.
0 complaints closed in the last 12 months.