ComplaintsforMoment Inc
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
06/08/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
On Sunday, May 19th, I ordered mobile lens gear from Moment. They offered normal shipping or expedited shipping (which was advertised as two business days and cost extra). I was ordering the gear expressly and only for my upcoming trip to *****, for which I was departing May 24th, so I paid extra for two business days shipping (and placed the order in reliance on the promised shipping time).Moment never told me there was going to be a delay, but shipped me in time only the mobile lens accessories and not the actual lens. The accessories are useless without the lens. I was left to depart my trip to ***** without the requisite gear.Upon return, Moment only offered a partial refund, and refused to pay for the gear to be returned for a refund. I provided them with multiple opportunities to make this right, and they have thus far refused to take full ownership for their error.I am filing this BBB complaint in one last effort to allow them to correct their mistake before I take further action, including but not limited to disputing the charge through my credit card company.Initial Complaint
05/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I ordered a camera from Moment, the fuijifilm x100vi. My order was placed around ***** min after preorders began for the camera. I know the camera is selling like crazy everywhere, but it is coming up on four months and I have heard little from the company as to why they are still not able to fulfill preorders after months of waiting, especially after charging the full amount at time of preorder. I am just hoping that someone can hold them accountable for poor business etiquette/practice. I am not looking for a refund as I really hope to still receive my camera, I just hope that they will realize that that have not gone about this the correct way for their customers. I do have a few emails from them letting me know about their progress but it doesnt seem like they are providing real numbers. If you would like me to send them over I can, but only if absolutely necessary. Thank you.Initial Complaint
10/31/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
They cancelled my order, but only cancelled it without a refund. I waited for 10 days, but they didn't give me a refund. At the same time, I consulted my bank and they said there was no refund being processed.Business response
11/01/2023
Hello *****,
Thanks for reaching out to us. We really wish you would've reached out to our team on this matter before consulting with the BBB but, we do understand the confusion.
After researching the order details, it does appear that the order was not successfully refunded when it should've been. We have gone ahead and processed that refund on our end successfully now.
You should receive a confirmation of the refund via email but, we have also attached a receipt here for your records.
Best,
Initial Complaint
10/19/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I placed an order. The website shows that the shipping processing time can take up to 2 business days, but it has been 4 business days now and my order has not been shipped yet. And the item is currently in stock on the website. I request that my order be shipped immediately.Business response
10/20/2023
Hello there,
Based on your order history, our compliance team has reason to believe that you are purchasing from us with the intent to resell.
Unfortunately your orders have been canceled due to this compliance issue and will not be fulfilled.
If true, we request that you cease and desist from this activity immediately. If you are looking to purchase with the intent to resell, we kindly ask that you reach out to the brand directly since we are not authorized to sell wholesale third-party items.
You should receive an email confirmation shortly and see those funds reflect back to the account on file within **** business days but generally, it's much faster than that.
Thank you in advance for your cooperation on this.Best,
Initial Complaint
08/16/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Hi there. I placed an order for this company on 01/18/2022 ORDER #4a57096 and have yet to receive my entire order. After contacting this company multiple times they keep telling me that the items that I ordered are on back order but these exact items are available on their website to purchase now for 3 times the price than what I placed my original order at. I have tried contacting the company multiple times to receive my order and they keep informing me of the same thing. After complaining, they were able to send me part of my order but not the full order. They have now held my money for over 18 months now and I would like the items that I ordered at the price that I ordered them at. I have gone back and forth with this company and I am so frustrated that they that have held on to my money and have yet to fill my order and keep promising me that as soon as they get a shipment in they will send my order.Business response
08/28/2023
Hello,
The following information by the customer was unfortunately inaccurate. Customer is referencing different SKUs. Customer bought ******* of a product instead of the singles that are currently listed as in stock on our site. These items are different and not priced the same. Customer is locked in price is in reference to the multipacks which unfortunately are not yet available. Customer is also able to cancel these items at any time prior to the items being shipped but has opted to wait for the products to arrive. Consumable/disposable film is currently at an all time scarcity right now and very difficult to come by. We have confirmed that we will have some units in transit for one of the SKUs requested/mentioned by the customer but they are not yet available.
Please refer to the screenshots provided for additional clarity. Customer also only reached out to us back in January as the last point of contact and has not reached out to us recently.
Best,
Moment **************** Manager
Initial Complaint
03/20/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I ordered a product from this company through a Kickstarter campaign on 7/21/22. I received the item in January 2023 but it no longer fit my needs, and it was returned on February 6th, *********************************************************** exchange for full refund. I was promised by customer support that the refund would be processed 3-4 weeks from that date, and currently (March 20th, 2023) still have not received the refund (nearly 6 weeks since it was returned). In addition to this, their customer support team has not responded to my inquiries regarding this refund, and have essentially cut all communication with me regarding this issue. Im seeking a full refund for the amount of $999.00 plus tax and shipping from this company.Business response
03/21/2023
To whom it may concern,
All of our returns are processed 3-4 weeks after having been received and this is still accurate. However, our company was slightly affected by the *** issue and had to transfer funds to a new bank. Kickstarter only allows for refunds to be processed from a credit card. Since our company was waiting on the new credit cards to arrive, refunds via Kickstarter were delayed because of this.
This customer's order has been refunded via Kickstarter sans the 8% Kickstarter fee that is charged to us and non-refundable. Additional taxes were refunded separately since these are calculated after the Kickstarter survey has been completed. However, our return policy states that standard returns are not eligible for a refund of original shipping costs. Please see attachments for further clarification.
If you have any additional questions or concerns, please do not hesitate to reach back out to us. This customer has also been contacted and notified of his refund that has been processed.
Best,
Moment Team
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Customer Complaints Summary
6 total complaints in the last 3 years.
5 complaints closed in the last 12 months.