Complaints

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.

• Initial Complaint

  Date:07/16/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Sham Business Practices - Faulty Product. Wow, this company was difficult to deal with. I ordered a 3 in 1 charger that would not charge the **** *** and intermittently my ******. I contacted them immediately. It took 10 emails just get a return started (they were dragging their feet). Finally on May 28th, I got an approval for the return. On May 29th, I returned via ***. Fortunately I kept my *** receipt which showed they received on JUNE 5th. However, as of JULY 16, 2024, I STILL have not received my refund. I emailed them and someone got back to me--the same day amazingly-- saying that they released and issued a credit. I had forgotten completely about it. Based on my experience with them I wouldn't put it past them to "Accidentally" overlook my return and not process the refund. It took over 5 weeks to get the refund started (I haven't received the refund yet) AND ONLY BECAUSE I REMEMBERED. Really, I needed to contact them for them to do the right thing? I SMELL SCAM PRACTICE. And then to top off this stellar customer experience, they clawed back $7 for "return shipping". I requested that they return that fee based on my experience, but now they are "Silent".

  Business Response

  Date: 07/31/2024

  Thank you for reaching out. I apologize for the delay in responding. I believed we had resolved this issue with the customer. We did have a conversation with them regarding their return and the delay in receiving the item.We processed a full refund for the customer, as they were very upset about the shipping fee. Although our standard return shipping fee is $9, we initially charged them only $7 as a gesture of goodwill. Once we understood their frustration, we went ahead and refunded the full amount, including the return shipping fee. (Even though it means we are taking a huge cut)The issue has been fully resolved, and the customer has received a complete refund. We strive for customer satisfaction and take these matters seriously. We are not a scam company, and we do our best to ensure our customers are satisfied.Thank you for bringing this to our attention. Have a nice day.Best regards,NebiyuModerno Collections

• Initial Complaint

  Date:07/19/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 ordered a watch band for my ***** Watch ***** on 6/21/2023. After 10 days I wanted to cancel. Modern replied they couldn't because the band was shipped. Still haven't received it. A few days ago the tracking info indicated the package was delivered in Houston, TX. I live in Seattle, WA. See response: Hi there, Thank you for reaching out to us.. Me: ******** Ordered 6/21 Still not delivered. Modern Collections: We sincerely apologies for the inconvenience. The below tracking number indicates that the item was delivered on July 13,2023.In addition. Could you kindly ask your neighbor or family member if they received it? https*********************************************** ******** ***** *

  Business Response

  Date: 07/27/2023

  Dear BBB Team, I hope this email finds you well. Thank you for bringing to our attention the complaint filed by one of our valued customers regarding the delivery of their order. We appreciate the opportunity to address their concerns and provide a resolution. After thoroughly reviewing the case, we confirmed in our records that the order was initially marked as delivered on July 13, 2023. However, we understand the customer has reported not receiving the package despite this status. In our first response, we had requested the customer check with neighbors and family in case it was picked up by someone else. Regretfully, we did not receive any further communication about the outcome of those inquiries. As resolving complaints in a timely and satisfactory manner is of utmost importance to us, we have gone ahead and processed a full refund of the purchase amount to the customer. We hope this helps remedy the core issue raised. Please advise if the customer has any other outstanding concerns regarding this matter that still need addressing. We aim to bring all cases to a prompt and amicable closure. Feel free to reach out with any additional questions as you see fit. Regards, Moderno Collections Customer Support Team.

  Customer Answer

  Date: 07/28/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.   Regards,  **** *********

• Initial Complaint

  Date:06/16/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  The transaction was dated 4/27/23 in the amount of $59.99. The order number listed ********. The product purchased was a **** case. I received delivery on 5/16/23 and unfortunately the size was wrong. I immediately initiated an exchange request following the instructions on the Moderno website. I received a reply on 5/17/23 stating "Your request is being processed". I have since submitted numerous follow up requests to determine a status and to date no response from Moderno. I am very disappointed with the Company's customer service and would appreciate immediate support to determine the refund process since I no longer wish to purchase a Moderno product.

  Business Response

  Date: 07/04/2023

  Dear BBB Team, We hope this message finds you well. We are writing to address the concerns raised by our customer, ******** ****, regarding an exchange request.  We have been actively responding to ********** emails and have consistently requested the model number of the **** the customer wishes to exchange. However, we have not received a response from ******** providing the necessary information. Attached is a screenshot of our email communication for your reference.  We believe that this may be a case of miscommunication and are committed to resolving this matter to ********** satisfaction. We will make another attempt to contact the customer and inquire if she is still interested in an exchange.  Thank you for your attention to this matter. Please do not hesitate to contact us if you require any further information or assistance. Regards, Moderno Customer Support Team 

  Customer Answer

  Date: 07/06/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  My request for a refund has not been addressed by the company. I am prepared to return the **** case ( it has not been used) and waiting for direction from the Company on how to send the package. The responses to my inquiries ( embedded in the attachments  forwarded to the BBB) were never sent to my e-mail address. Please request the Company to contact me with information  to return the **** and receive a refund.   Regards,  ******** ****

  Business Response

  Date: 07/10/2023

  I hope this email finds you well. I am writing to provide an update regarding our communication with the customer in question. Unfortunately, despite our repeated attempts, we have not received any response from them. It is possible that our emails may be landing in the customer's spam or junk email folder, leading to the lack of communication. We are committed to resolving the customer's request and are more than willing to issue a refund as per their request. Additionally, we would appreciate it if the customer could return the item to us. However, due to the current situation where we are unable to reach the customer, this has become challenging from our end. We kindly request your assistance in reaching out to the customer on our behalf. If there is any further information or guidance you can provide, please let us know. We greatly appreciate your support in resolving this matter. Thank you for your attention to this matter.  Regards, Moderno Customer Support Team

  Customer Answer

  Date: 07/14/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.   Regards,  ******** ****

• Initial Complaint

  Date:05/30/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  My date of transaction was April 25,2023 Order #******** Amount paid $158.85 Ordered 3 **** covers The dispute is I never received two of the covers and the one I did receive was the wrong size. I have contacted them many times and also the postmaster and finally got the one cover that didn’t fit. I contacted them on a return and never received return instructions, it is still sitting here waiting on how and where to return the item that doesn’t fit never used still in original packaging. They also charged me tax in the wrong county, I live in Stokes county not Rockingham County. All I ever get is automated emails. There is no number to call. I have asked them to call me and also am waiting on how to return the item that doesn’t fit my one tablet. If they haven’t sent my order I just want my money back so I can get a cover for my tablets. Can someone one please help me as I’m not getting anything from the company. My tracking number is, #************************* this one I received that doesn’t fit, the other two products I never received so I don’t have a tracking number since they haven’t sent them yet and I can’t seem to get anything but a run around on the status of the two mini iPad covers. One was a birthday gift which I have no need of because I had to get another one for her birthday already. Thank you for your time I would appreciate any help to get my money back. Only receipts I have are my emails if you need them. Let me know I will be looking for your response.

  Business Response

  Date: 07/03/2023

  Thank you for bringing this customer complaint to our attention. We appreciate the opportunity to address the concerns raised by our valued customer, ***** ******. We take all customer feedback seriously and strive to provide the best possible resolution. In response to ***** ******'s complaint, we have thoroughly investigated the matter and have taken the following actions to address their concerns:  We have promptly issued a full refund to the customer of the purchase in question and the refund amount of $158.85 has been processed and will be reflected in their account in a few days. Furthermore, we have reached out to the customer to directly to inform them of the refund and apologize for any inconvenience caused. We have expressed our commitment to their satisfaction and have taken necessary measures to prevent similar issues in the future. Regards,

  Customer Answer

  Date: 07/27/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Dear Sirs,    I’m sorry I wasn’t able to respond sooner. I did receive my money back and I appreciate your time and help. I just learned not to do business with a company that doesn’t have a number so you can call them, that being said I’m satisfied that my money was returned so I can get the product I need. Thank you again for your help it was very much appreciated. ***** ****** 

• Initial Complaint

  Date:06/28/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 June 1, 2022, I purchased two 3-in-1 chargers from Moderno Collections (one for myself and one for my husband, because they were running a deal on purchasing two.) I spent $99.29 with this company. They advertise a 30 day free return policy. I received the charger and it is not compatible with the ***** *** **** we own. I started the return process, which directed me to email customer service. I received vague, confusing emails from "**************************** encouraging me to keep the product, questioning the incompatibility, and finally after numerous emails they stated "someone will be in touch." This coming from the customer service representative was VERY concerning and confusing. The service chat feature is not responding. I am now a few days from the 30 day window and they have given me the run around. I am demanding a refund from them and they will not respond. Thank you so much for your help.

  Business Response

  Date: 07/15/2022

  I am sorry for the inconvenience we have caused you. We have already refunded the amount for one charger that is not compatible. Please check your bank transaction and let us know if you have not received the refund.

• Initial Complaint

  Date:06/26/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Date of transaction: 11/5/2021 Amount Paid: $114.99 Order #: ******* Tracking: ********************** ********************** Committed to 100% satisfaction guarantee and full refund if not happy with product. Dispute: Reached out to customer service after product stopped working 6 months after purchase and was told it was out of warranty. They do not state a warranty period on their website, and when asked, they would not tell me what the warranty period is. The person I was emailing was blaming me for breaking the product (it is a phone charger and stopped charging my husbands phone completely). Their responses were “I have the same charger and it has no problems.” And “you literally broke the charger.” Incredibly unprofessional, rude and not helpful. They are a scam company that lies to keep your money. They refuse to help in any way.

  Business Response

  Date: 07/15/2022

  I am sorry for the inconvenience we have caused. And I apologize for the lousy customer support experience you had. We have fired the customer support agent that handled your case because of awful customer treatment.
  

  Unfortunately, we can not refund or replace your item since it has passed the time window. Please check the image provided for details

• Initial Complaint

  Date:05/30/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 May 5, 2022 I ordered my granddaughter a leather **** case from Moderno order #******* for her 12.9” **** * Moderno sent the wrong case. It’s obviously too small. See attached picture. I ordered her an **** case from another store that fits. I requested a refund from them through their customer return portal site on May 24th. You have a 30 day time frame from date of ordering. Then the customer service ridiculousness began. The next day Nahom asked me to tell him want the problem was even though I already stated it in the request. I repeated the request including the pic of her **** next to the too small Moderno **** case. 2 days later they asked what the **** model # was. On May 26th I stated very clearly I wanted a refund as the **** case they sent was too small. On May 27th Moderno wanted “to know if their fulfillment center has a huge problem with us to send the wrong case” and wanted the **** model #. I gave them the model # even though they can tell by pic that it’s too small. May 28th the rep said “Our apologies I would like to send you a replacement.” I have stated very clearly and many times: I DO NOT WANT A REPLACEMENT. I WANT MY MONEY REFUNDED AND NOT BE CHARGED SHIPPING FOR THEIR MISTAKE. This has been so annoying and an unnecessary long drawn out ordeal for no reason. I followed their return procedure. I asked for my money to be refunded several times. I’m waiting to hear how to send the **** cover back and the response is they want to send another one. Today, 6 days later now, their response was, “I understand the issue but for the size issue, I would feel like a replacement is the best thing to do.” Are you kidding me? I don’t care that you “feel” a replacement is best. I’m beyond sick and tired of their evasiveness. I don’t ever want to do business with them again! I have attached pics of her **** next to the case, screenshots of my conversations with their customer service. I have written them 6 times and they won’t help me.

  Business Response

  Date: 06/01/2022

  Hello, I hope you are doing well.I am sorry for the inconvenience that was caused to our customer.Nahom is our newest customer support team member and is still learning that was why there was a clear miss communication.I have refunded the customer, as seen in the screenshot above.Thank you.

  Customer Answer

  Date: 06/14/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  I am very impressed with how the seller dealt with this issue promptly. I am thoroughly satisfied how well everything g turned out after they refunded my money.
    
  
  
  

  
  

• Initial Complaint

  Date:05/08/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 product and the extended return policy for that product and January/February and the product started to have issues and I emailed them to use my extended warranty however they told me that they can’t help me and refused to contact me to further help me.