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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:05/19/2022

    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.
    On April 27th I place two orders for pillows. Two to go to my friend in *******, **, and one to come to me in ********, **. Shop.com erroneously put the same delivery address for both orders. I contacted MoonPod via the only method on their site, email, to resolve the issue. I was told it was corrected. When they later, May 3rd, gave **** Tracking information, both were to the *******, ** address. I emailed again, and was told that was a mistake in the system, but shipping corrected it. I waited and watched for the shipment. After seeing nothing in the **** system I emailed again. I got a dismissive reply about the tracking being behind, and I would receive new tracking numbers. They generated 3 new ones, and canceled them the same day, clearly realizing they had shipped. As of today, BOTH tracking numbers show In Transit, from ***********, ** last, with no delivery date. AFTER 8 days. I opened a case with ****. The **** *********** ***************** does not service **, so I assume both packages are coming to me. IF they ever arrive. They have no 800 number listed, no chat online, and are now ignoring my emails requesting a call to discuss my orders. I'll attach documentation of how it stands today, after 3 weeks of waiting for my $219.29 purchase(s) to arrive! AS WITH ALL THE OTHERS, I HAVE BEEN SCAMMED! I WANT A FULL REFUND! I WILL RETURN THEM UNOPENED IF THEY EVER ARRIVE!

    Business Response

    Date: 06/04/2022

    To Whom It May ********************************* of all, we would like to apologize for all the delays and inconveniences with the customer's orders.

     

    When our representative received the customer's request to change the shipping address on one of the orders, our representative immediately notified our team manager to change it, and our team manager forwarded the request to our fulfillment team. Our fulfillment team confirmed that the shipping address change was processed, and we notified the customer about this too.

    We were not aware that the shipping address change did not go through until after the orders were processed and shipped, and as much as we'd like to request for the change again, we wouldn't be able to as the package was already picked up by ****.

     

    We also apologize for the delay with the transit and delivery of the orders! Due to the unexpected very high volume of orders we received for the 4D ******* **** was overwhelmed with the high volume of deliverables. And from what we have observed, once ****' drivers arrive to pick up the prepared orders/packages, they would just pick them up and put them in their trucks. They do not scan the packages from our warehouse, and they opt to (as per our observation), scan packages for updates once it is near the destination for delivery. Our team has already coordinated with **** about this issue, to further help our customer's be updated and informed of the status of each order/package.

     

    To resolve the issue, our manager and lead support got in touch with the customer on 5/19. 1 order has been refunded (but was still shipped by ****), and the other 2 pillows were already shipped that's why we were unable to refund the order. And as agreed upon, we will process a complete refund as soon as the customer/recipient refused the packages once delivered or returns it back to our warehouse once received.

     

    On 5/30, we have confirmed that the recipient has received the 2 pillow orders and has decided to keep them. No refund will be processed.

     

    As for the remaining pillow that is in transit, the customer has advised us that they will return it as soon as it has bee delivered.

     

    Once again and in behalf of ****, we sincerely apologize for all the delays and inconveniences here, and we appreciate all your patience and understanding on this matter.

     

    Thank you once again for reaching out and supporting the Moon Pod! And for anything else, please feel free to reach out to us anytime. 

     

    Best,

    The Moon Pod Team.

    Customer Answer

    Date: 06/10/2022

    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 and the matter has been resolved.

    HOWEVER, I want it duly noted that one SEVERAL occasions my emails (which is the ONLY method of contacting this vendor) went UNANSWERED, and ONLY after finding their AMAZON account, which I did NOT order from, and placing a complaint, did I receive contact from the supervisor who ultimately resolved the initial refund (for the pillow that was sent in ERROR to my friend causing her undue stress). The fact that they send the pillows (EXPENSIVE) PARCEL SELECT is the issue, NOT the ****** You cannot even put in an inquiry until AFTER 14 days with the ***** They don't scan them because they are NOT like PRIORITY packages. This company is abysmal on EVERY LEVEL and I HIGHLY recommend EVERYONE to read what myself and others went through. Do yourself a favor and buy a bean bag chair or cervical pillow on AMAZON.

    Sincerely,


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



     


  • Initial Complaint

    Date:05/12/2022

    Type:Customer Service 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.
    On April 10, 2022, I purchased 2 packs of refill beads for my moonpod totaling $40.67 of which this company promptly took from my account. Since then, my order has been "processing" and it has been an entire month. I reached out via email April 27, 2022 inquiring about my order and got no response. Their website promises replies within 24 hours. I sent another email May 2, 2022 to which I got NO RESPONSE. I am currently waiting for someone to come online in their "CHAT" feature to help me but all I keep getting is an automated response that says " Thanks for reaching out! We typically reply in a few minutes."....I am not sure what "a few minutes" means to them but I have been waiting for over 10 minutes at this point and am convinced this company is a sham. Aside from take my money and not deliver what they promised they have done nothing else. I love my moonpod but will not do business with them ever again. I will give them one chance to make this right by responding to this and providing me with what I ordered but if I don't get my order or a FULL REFUND within the next 7 days I will be making a fraud case with my card.

    Business Response

    Date: 05/16/2022

    To Whom It May ********************************* of all, thank you for your input and feedback about the Moon Pod. 

     

    And, while we regret that you feel this way, we appreciate you taking the time to provide us with your feedback. Please know that our ears are always open to customer feedback, as it will help us gain insight into how other customers feel. Rest assured, we will take this into consideration in order to improve our work at Moon Pod.

     

    Also, we did not intend not to respond to you right away -- as soon as we have received your emails and chats, our representative has responded to your messages as quickly as he could. Please see attached images for reference.

     

    As for the refill beads, we again apologize for this inconvenience here! Please know that our team is dong their very best make sure we have a 100% accuracy with inventory, however and sometimes, we experience some warehouse errors as such, this inventory error. No words can explain how truly sorry we are that we found out about this after you have already placed your order with us, but rest assured, our team is working on this right now so we can process all the orders we received for the refill beads right away.

     

    And we also understand the concern about the order, and although we're really sorry to see the customer go because of the unexpected delay, we went ahead and cancelled the order, and processed a refund. Kindly check on the images as soon as proof that the order has been cancelled.

     

    Should you wish to placed an order again for the refill beads, you may do so by the end of the month of June or beginning July 2022. The information will also show on our website, so please stay tuned!

     

    Once again, and on behalf of our processing team, please accept our sincerest apologies for this delay and inconvenience here, and we thank the customer as well for all the patience and understanding she has shown on this matter.

     

    Thank you once again for your support on the Moon Pod! And as always, for anything else, feel free to reach out to us anytime and stay safe!

     

    Respectfully,

    The Moon Pod Team

Moonpod is NOT a BBB Accredited Business.

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