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Business Profile

Online Retailer

Moonpod

Headquarters

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 30 total complaints in the last 3 years.
  • 6 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:03/24/2025

    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.
    Purchased the MoonPod Bundle and was delivered on 2/27/2025. I processed a return due to quality of items. Product was dropped off on 3/13/2025 at ***** and was delivered to MoonPod 3/17/2025.

    Customer Answer

    Date: 04/18/2025

    Better Business Bureau:

    At this time, I have not been contacted by Moonpod regarding complaint ID ********.

    Sincerely,

    ****** ******

  • Initial Complaint

    Date:10/04/2024

    Type:Delivery Issues
    Status:
    Resolved
    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.
    Order a Moon Pod King **** Mattress Topper. Order stated shipped and ultimately delivered to house that is not identifiable in the ***** photo. I paid close to $400 for this topper. I filed a lost package claim with *************** and ******** filed a claim. Now, they are refusing to send a replacement and they are wanting me to "wait it out". Furthermore, I spoke with ***** and they stated since a claim was filed, there is nothing else that THEY can do....(even though they lost the package). So...Who is going to resolve this issue. My package is sitting outdoors (according to this photo) and who knows how long it will remain there. My $400 package!!! This is very poor customer service and even insult to injury, there is no live representative that you can speak to at the company. They can choose to ignore your emails and not resolve. This is a poor business model. I want my product or give me my money back NOW.

    Customer Answer

    Date: 11/04/2024

    Better Business Bureau:

    At this time, my complaint, ID ******** regarding Moonpod has been resolved BY MY CREDIT CARD COMPANY - ************

    The last communication I had with Moonpod was them instructing me to file complaint with ************

    if you investigate the tracking number in the complaint, you will see the photo in that tracking number is NOT MY HOUSE.  ***** lost my package and Moonpod told me to dispute with my form of payment.  They took care of the issue.

    Moonpod has horrible customer service and I will never order from them again.

    (By clicking "OK", your complaint will be closed as Resolved.)


    Sincerely,

    ******* *****

  • Initial Complaint

    Date:07/17/2024

    Type:Service or Repair 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.
    They will not stop spamming my phone number. They use it multiple times a day. Sending me all kinds of junk. I have reported it as junk, and block them, so they will just send it from a different phone number the next day. They do not have a phone number to call them, when you try to chat with them, they keep you on hold and never answer you. do not buy from this company, they will never leave you alone again.

  • Initial Complaint

    Date:05/31/2024

    Type:Service or Repair 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.
    Moonpods mattress topper is marked down 40% as a new product special, bringing the price from $585 to $350. This particular discount has been on their website for several months. Earlier today on May 30th, 2024, the company was advertising an additional 25% off all products right now. There was no disclaimer that states that any product is exempt from the 25% off deal, or that it cannot be combined with other deals. Therefore, the mattress topper price should be 25% off of $350. I signed up for Moonpods SMS alerts, at which point they sent me a text stating that I would receive 25% off my order. Then, unprompted, their customer service rep. **** texted me, offering to find me an additional discount. I agreed, and they asked me what product I was looking to buy. I told them I wanted the mattress topper and they gave me a code for an additional $20 off, which they explicitly stated could be used on top of the 25% off discount going on right now. However, at checkout the 25% discount was not applied to the mattress topper, only the $20 off was applied. There is also an additional $7 surcharge with no explanation as to what it is for.When confronted, **** tried to tell me the 25% is already applied even though that is mathematically impossible. When I explained that they backpedaled and tried to say that the 25% doesnt apply because it was already discounted 40%. As previously stated, there was no disclaimer on their website that indicated this. I told them this, but they have not responded, and conveniently for them, the 25% off sale has just ended so I was not able to get this discount that I was advertised and promised. Moonpod advertised two separate discounts on their website with no indication that they couldnt be combined, but only upheld one of them for their mattress topper. This is deceptive to consumers.

    Customer Answer

    Date: 06/25/2024

    Better Business Bureau:

    At this time, I have not been contacted by Moonpod regarding complaint ID ********.

    Sincerely,

    *************************

  • Initial Complaint

    Date:02/13/2024

    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 Thursday, Nov 16, at 7:21 PM I contacted the ***************** I heard for the company on 11/16/23 at 12:51PM. I ordered and paid for the moon pod king ******** top on or around 10/19/23. Purchase order number: *******. I have not received the ******** top nor any other notice since then from the company. I have contacted the business to cancel the order 2 times. No response.

  • Initial Complaint

    Date:01/08/2024

    Type:Product Issues
    Status:
    Resolved
    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 received my product from moonpod damaged by the ***** My package had a heavy chemical smell and was repackaged my an **** employee knowing something had spilled all over the package. Moon pod is not taking responsibility for the damages and now is charging me a handling fee of $17.99 for returning the product. It was not my fault the product was damaged during shipping. I should not have to pay this fee in order to return the product that I was never able to use. The chemical that spilled on my package could cause serious health issues for people with lungs issues. This is a very serious issue that moon pod and should not be taking it lightly.

    Customer Answer

    Date: 02/01/2024

    Better Business Bureau:

    At this time, my complaint, ID ******** regarding Moonpod has been resolved.

    (By clicking "OK", your complaint will be closed as Resolved.)


    Sincerely,

    *****************************

  • Initial Complaint

    Date:12/19/2023

    Type:Service or Repair 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.
    They sent me an Etherium scam in my email >:(

  • Initial Complaint

    Date:12/08/2023

    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.
    On 12/7 Moon pod refused to take my order out of the shopping t on line.I wanted to cancel for their pillow.They ignoring me since .

  • Initial Complaint

    Date:12/07/2023

    Type:Product 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 bought a Moon Pod and Cresent online. It was delivered. I tried it and didn't like it. I went to the site to get in touch to find out how to return it. The "Contact" button did not work. Nothing happened when clicked. I now had no phone number or email number to find out how to return it. I then read the "Terms and Conditions" and found that it must be returned within 14 days and you must obtain an RMA from them before you return it. Also, all return postage must be paid by buyer (me). I am going to send it back. It came from Fed Ex so I will return it there. However, I do not have a RMA number and fear they won't give me my money back. They also have a restocking fee and the flimsy plastic bags that the covers were in will be charged to me as well according to the "Terms and Conditions" I expect that I will get nothing in return because of no RMA number but I only have a couple more days before the 14 day limit on time runs out. Since they have no way to reach them but snail mail I can't win. I believe this "NO CONTACT" ability renders it impossible to be refunded. That is very BAD Business.

  • Initial Complaint

    Date:09/06/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 two Moonpod chairs for our kids for Christmas. We were persuaded to spend the money on what seemed like an expensive beanbag chair based on claims from their website of "years of durability" and also the positive reviews on their website. Quote from the website "Moodpod is made to last, with durable products that will withstand the test of time!". After a couple months , the moonpod's size reduced by about 25%. I reached out to Moonpod on January 21st, and they did send a refill. Since then, it is had deflated to over half its size twice, with Moonpod refusing to cover the cost of refill for items less than a year old (last email sent September 4th). Although I didn't expect them last forever, I would expect a $300 chair to hold up for more than a few months. I have contacted Moonpod and they state that they will not provide more refill, although their website says it should last for years, not months. I have attached the last email I sent them, claims from their wesbite, and a picture of one of the Moonpods in it's original state, and one of as it is now. I am requesting that the company provide refill for the chair at no cost as the materials did not "hold up for years" as they claim on their website. I am also requesting they remove their durability claims from their website. Additionally, I am asking that they post negative reviews submitted. I have submitted a negative review twice, but they continue not to publish it. Overall their website is misleading. Their reviews give a false impression of customer satisfaction as there is only one 1 star review among **** ratings.

    Business Response

    Date: 09/18/2023

    To Whom It May ******************** of all, thank you for all your support on the Moon Pod!

    We appreciate you reaching out and sharing this experience with us, and we're sorry for any inconvenience this has caused.

    And upon checking your Moon Pod order with us (order number ********, we see here that this was placed on September 12, 2021. And as per our website's FAQ Page, the Moon Pod is made to last, with durable products that will withstand the test of time. However, we cannot monitor each person's use of the Moon Pod and the time it takes for the Moon Pod to require refills will differ from person to person.

    In January 2022, the customer reached out to us and requested for additional fillings, which we honored and sent out free refill beads to. The customer reached out again to us this month of September 2023, to request for additional free refill beads, however, we're no longer able to process it as per our terms and conditions, which we need to uphold and follow.

    And as per our terms and conditions, the customer's order has already elapsed the time frame for a replacement or free refill beads. Please note that the terms and conditions, and FAQ's are always available on our website, that customers can check and review anytime before and after placing an order on our website. Please see attached images as well for reference.

    Once again, we're sorry for any inconvenience here, and we appreciate your understanding on this matter.

    Thank you once again for your input and feedback, and for anything else we can assist you with your order, please feel free to reach out to us via chat on our website or email to ****************************

    Kindly let us know if there's anything else we can assist you with, and stay safe!

    Respectfully,

    The Moon Pod Team

    Customer Answer

    Date: 09/21/2023

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

    The seller does state that they advertise their product as made with materials that are durable and made to stand the test of time, which is where our complaint lies. Our first request for refill was made only months after our initial purchase, as the chair shrank dramatically. After extremely light use over time, the chair still shrank to more than half its original size. The implication from the seller when they state "we can not monitor usage" seems to be that we are using the chair in unintended ways, sitting on it more than the average person, or heavier than the average person. None of these are true as it rarely gets used, when it does it is only used for seating, and it is only used by a small child  If the seller claims their expensive product is "made to stand the test of time" then 2 years is not an unreasonable explanation for the chair to hold up without having to purchase more materials. I understand that their warranty only covers the zipper and cover, and only lasts for a year, but the contradictory statement of having "durable materials made to stand the test of time" should be removed from the website as this is undoubtedly false advertising. 

      

    Sincerely,

    *******************




     

Moonpod is NOT a BBB Accredited Business.

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