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Business Profile

Jewelry Designers

Moon and Lola, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Jewelry Designers.

Complaints

This profile includes complaints for Moon and Lola, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Moon and Lola, Inc. has 3 locations, listed below.

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    Customer Complaints Summary

    • 7 total complaints in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/04/2023

      Type:Delivery Issues
      Status:
      Unanswered
      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.
      Ordered a $150 necklace in November. Received shipping confirmation December 18th. Never received package. **** states the package has not been dropped off at their facility. I have emailed and called the business several different occasions on trying to resolve the issue to get my package. No customer service. Order number ******. Tracking number **********************

    • Initial Complaint

      Date:02/28/2023

      Type:Delivery Issues
      Status:
      Unanswered
      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.
      We bought a necklace on December 2, 2022 from Moon and Lola. It is a gold filled letter Enecklace. Order number is ******. My ***** Fargo card was charged 132.95$ on December 2. There still has not been a shipping label created. The phone number for customer service is disconnected. Weve sent 3 emails, all with no response. Ive sent messages on ******** and Instagram, all with no response. **** tracking is **********************

    • Initial Complaint

      Date:02/10/2023

      Type:Delivery Issues
      Status:
      Unanswered
      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 1/26/23 I purchased an evil-eye heart pendant necklace for $45.35 as a gift to be sent to someone. Purchased from the Moon and Lola website, They sent a square shaped necklace instead, not at all what I had ordered. I sent them an email about the mistake and on 1/30 they apologized and said they would send the correct one ASAP. They never sent it and my repeated daily attempts to call or email them have been ignored. On their website, the item I originally ordered now says "out of stock," so that means they deliberately sent something else hoping I wouldn't know because it was a gift. At this point I would like a refund for the fraud.

    • Initial Complaint

      Date:01/10/2023

      Type:Delivery Issues
      Status:
      Unanswered
      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.
      Ordered a custom, 14Kt gold ring on 11/26/22 - Total of $788.60 (I even paid the extra shipping charge so it would be expedited ONCE the custom processing was completed- basically, an extra $20). It did state it could take 3-5 weeks. I finally received an email stating the item has shipped 12/18/22. Unfortunately, no movement on the USPS - it still states “shipping label created” as of today (1/9/23). I have reached out numerous times? and I did get a response from “****” on 12/29/22, apologizing and stated that the package was likely never scanned & lost - she stated she would file a claim with USPS, she would make a new ring & reship, & then asked if she should ship to the same address (which I found strange in general. Yes, I want it shipped to the same address ****). When I responded back asking for a timeframe, and if this process was gong to take another 3-5 weeks of more disappointment, I would rather have a refund. I have heard zero communication back. I have emailed (checked in) asking for an update since 12/29/22, and still, received zero update, zero communication - but, you can bet, I still get emails promoting Moon and Lola products, in my Inbox…. I hope this review serves as a cautionary tale to be very careful ordering from this company. I do believe it used to be reputable, reliable - as of late, very disappointing and there basically is NO customer service.

    • Initial Complaint

      Date:01/08/2023

      Type:Delivery Issues
      Status:
      Unanswered
      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 necklace from their website, originally priced at $400 but it was on sale for just over $200. It was a personalized necklace, which said would be made and shipped within 3-5 weeks. After 5 weeks I contacted support to inquire about the order since it was still awaiting fulfillment according to my tracking. Someone responded to a chat message saying they would check on it, and I never heard another thing. Multiple messages on chat and multiple emails to the company have been met with no response. I will be contacting my credit card company tomorrow to report it.

    • Initial Complaint

      Date:11/14/2022

      Type:Customer Service Issues
      Status:
      Unanswered
      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 2 necklaces from Moon and Lola. When they arrived they were both unacceptable. They are acrylic personalized initials and a name. The one with the name looks chipped. The other is totally illegible. I immediately co tasted them and wanted a refund. I sent photos as requested. If you look at their ******** page reviews I as well as most everyone agrees that they have no customer service integrity. They simply ignore people. Keep people waiting and don’t respond for weeks and weeks if at all, I simply want a refund for the $90 for what looks like a $1 necklace that came out of a gum ball machine. They just ignore you. They are thieves! It’s been 3 months. I want a full refund. They finally offered me a refund minus shipping and a 20% fee for faulty inferior illegible merchandise. They said they want it back in resellable condition. The necklaces are 1) my 3 kids initials which is totally illegible and 2) my first and middle name. Who are they going to sell that too? Thry don’t communicate and they don’t want to refund my money after 3 1/2 months. Disgusting company! I sent them this email on 7/24/22 I’m still waiting … Hello! I have sent you 4 emails that I am very dissatisfied and disappointed with the quality of the 2 necklaces I ordered and have gotten no response in 2 weeks. You have no customer service? Please refund my 2 necklaces or I will file a complaint. I am sorry but you leave me no choice. Thank you. ***** ******

    Moon and Lola, Inc. is NOT a BBB Accredited Business.

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