Complaints

This profile includes complaints for Lunafide.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Lunafide.com

  336 Adams Cir Ste 102 Corona, CA 92882-8241

• 

  Lunafide.com

  2035 Sunset Lake Rd Ste B2 Newark, DE 19702-2600

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:03/04/2024

  Type:Product 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.

  Back in November I bought a cloak from lunafide. A month went by and I still had no cloak. Messaged the company and they told me to be patient and gave me details on future actions. It's been 4 months and they still refuse to send me the cloak or to reimburse me. Please help

  Business Response

  Date: 03/05/2024

  We understand that the customer is frustrated about the lost order and we would love to refund them. However, our policies state that we only replace or provide store credit for lost orders. We are currently waiting for the Insurance Company's resolution, which is beyond our control. We have been keeping the customer informed at every step of the process. Thank you for your understanding.
  

  Customer Answer

  Date: 03/08/2024

  Better Business Bureau:

  
  
  
  

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  
  

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  
  
  
  
  
  Regards,

  
  

  Complaint ID: 21380808

  
   
  

  
  
  

   

  
  

   

• Initial Complaint

  Date:05/04/2023

  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.

  I ordered 5 items from them on March 19th and to this day, there has been no movement on my order.
  
  Every inquiry I make is responded to with the same standard excuse that you see with every other complaint on here that it's taking so long because of a surge or a shortage or "it just takes this long because it's hand made".
  
  I have bought handmade items before, never will it take over a month for something to get made.
  
  Since this company is run by chinese bots I have already given up on receiving my order in time for what it was initially made for, and since they are not going to issue me a refund for an order that absolutely has not been started on I have taken it further and issued a chargeback.
  
  I will be looking into ways to have this company punished for hiding it's true nature, this is purely a chinese cheap mass production selling company, that lies about being made in the United States.
  
  It's even blatently not trying to hide it since there is no way to get any response from their customer service during regular USA business hours.
  
  In the end I'll leave this with the most dishonest thing of all, I get an email saying it's from the CEO of the conpany, saying how my order is about to be shipped out... that was 2 weeks ago, and when I make an inquiry I get the same response again that I got at the start

  Business Response

  Date: 05/17/2023

  We always take pride in our products' quality and ensure they are handled with care. We understand that customers are eager to receive their orders, and we are doing our best to expedite the shipping process. Our team is committed to providing excellent customer service and keeping our customers informed throughout the process. We hope the 50% refund provided to the customer has helped compensate for the inconvenience. 

  Customer Answer

  Date: 05/19/2023

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.
  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.The proposed refund was never made, on top of that the actual shipping wasn't done until after the weekend (creating a shipping label does not constitute shipping the product to me) which based on the company promise, would constitute a full refund.If a refund had been made even 50% at this point, I would have considered accepting this response, but in general the product arrived 2 months after the initial order date, over 2 weeks later than the event that it was ordered for...
  
  
  
  Regards,
  Complaint ID: 20017101
   
  
  
  
   

  Business Response

  Date: 05/31/2023

  We understand how frustrating the situation must have been for the customer, and we take full responsibility for the delayed shipment. However, we assure you that we are committed to resolving this issue as quickly and efficiently as possible; hence, we've constantly communicated with the customer every step of the way.
  
  As promised, we have processed a 50% refund to compensate for the delay, and we will provide a full refund if we don't ship the order by the end of the week. We have attempted to process refunds on May 5, May 8, and May 10, but they were unsuccessful due to a chargeback. We have attached our Customer Communication, Refund, and Shopify records for reference. 
  
  We are happy that the order was shipped on May 13, 2023 (Saturday). We always ensure that shipping labels are created and scheduled for pick-up by our shipping partner. We don't ship orders one by one to avoid delays. 
  
  We want to assure you that our team is dedicated to providing exceptional customer service. If there is anything else we can do to assist the customer further, please do not hesitate to let us know. We want to ensure that the experience with us is positive.

• Initial Complaint

  Date:04/24/2023

  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.

  I ordered a cloak from lunafide on March 2nd, 2023. Prior to ordering I noted that the shipping took 14 - 20 business days. I have been in constant communication after the 20 days had passed. I’ve continued to get the same response each time “due to a surplus of orders, yada yada yada”. We are soon encroaching double the time they advertised and I still have yet to receive a tracking number or any real response with an estimated time. I’ve asked for a full refund and was denied. They sent me a screen shot of their refund policy. In return I provided them with a screen shot of their estimated shipping times. I’m still waiting to hear back.

• Initial Complaint

  Date:03/11/2023

  Type:Billing 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 ordered a cloak from Lunafide.com on the 1st of February 2023. This item is listed as the "Helm of Awe Cloak" in size XL. The company states that these are custom orders, with a shipping time of 7 to 14 days. I have contacted the company multiple times in attempt to ask about the status of my order, only to be told every time that they do not have an expected ship date for it.
  
  I paid a total of $220.10 USD after discount, tax, shipping, etc. I paid this immediately on ordering and was charged for it through the vendor. The company keeps asking me to wait, without providing any useful updates on the status of my order, along with no anticipated fulfillment of my order.

• Initial Complaint

  Date:02/14/2023

  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.

  I placed my order with the company on 01/03/2023 and was told that the order would take 20 business days due to the mlk holiday. I’ve sent multiple emails and all they keep telling me is that we are adding finishing touches. The product is a bathrobe. There is no way a bathrobe takes over a month to make or ship out. I’ve emailed them in regards to a refund but due to their policy they stated no refund can be give . At this point I just want my money back.

• Initial Complaint

  Date:02/12/2023

  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.

  Ordered product from this company order #107902. They charged my card and never shipped my order. I’m demanding a refund in full of $330.11 due to undelivered goods and fraudulent business practices.

• Initial Complaint

  Date:02/01/2023

  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.

  I ordered a product on 12/15/2022 as an xmas gift. By mid-January 2023, product had not been shipped. I contacted company asking to cancel order and refund my purchase price ($89.71).Company refused to do so. I contacted them multiple times seeking a refund as the order still had not shipped and there was no need for the item any longer. It was not wanted. They refused. I asked for the issue to be escalated. Bella said she was the last line of communication (she had been the only line of communication with my emails) After several days of me requesting cancel and refund (a week), they shipped the order even though I told them not to. When it arrived, it was of inferior quality and I had already known I would return. It cost me $19.25 to return an item I had already told them not to send. I am seeking reimbursement for the shipping costs because if they had listened to me and done as I requested MANY times, I would not have incurred the shipping costs.
  They did agree to waive the restocking fee of $9.95, which is only fair since I told them not to ship it. I want my shipping costs of $19.25 reimbursed.
  The order number is #105049

  Business Response

  Date: 04/22/2024

  The days provided on our website are only estimates. While we strive to be as accurate as possible, delivery times can be influenced by various factors beyond our control. These factors may include shipping delays, customs processes (for international orders), unforeseen events, and other logistical challenges.
  
  
  Our estimated delivery times are based on historical data and typical shipping patterns. However, it's essential to understand that they are not guaranteed. We value transparency and want to manage customers' expectations correctly.
  
  
  For any order changes/ cancellations, we have a 24-hour grace period as we start crafting the order after 24 business hours that it was placed. We have waived the restocking fee of the customer, but should she wish for the shipping cost to be refunded too, we require the necessary documents such as receipt so we can submit it to our Accounting Team.
  
  
  Thank you!

  Customer Answer

  Date: 04/22/2024

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.
  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  Lunafide should refund my shipping costs. Their product was extremely late and of very poor quality. I want the shipping costs refunded to me
  
  
  Regards,
  Complaint ID: 18966422
   
  
  
  
   

  Business Response

  Date: 04/28/2024

  We have already issued a refund to the customer. Unfortunately, we cannot use the same payment method as before due to insufficient balance. However, we have two options available:
  1. We can provide a shipping refund of $14 using the customer's original payment method, or
  2. We can reimburse the customer the full shipping cost of $19.25 using PayPal.
  
  We want to assure the customer that we respect her decision, and we will proceed accordingly.
  

• Initial Complaint

  Date:01/11/2023

  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.

  Ordered a cloak on Nov17 2022.
  Website says 21 days to ship.
  It is January 10th and no shipment yet.
  I have received several empty apology emails from Bella in customer service, but no news.
  I've asked to speak with management directly and been declined.
  I would like a solid update on my order and to have my order completed and shipped.
  Order 99448

  Business Response

  Date: 01/24/2023

  While we want our customers to have their orders delivered as soon as they can, we only start the crafting process based on the orders that come through. During the last quarter of last year, we had a the highest record volume for our sales. 95% were able to be delivered and for those who were delayed, we make sure to apologize and inform the reason why.
  
  Despite that the customer never asking for any compensation, we have provided a shipping refund for the delay.
  
  The order was delivered on Jan 19th.
  
  Thank you!

  Customer Answer

  Date: 01/31/2023

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.
  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  The business provided a tracking number, but the package seems to have been lost in transit. I have given up on receiving my order and simply want my money back. 3+ months to receive a sublimation printed piece of clothing is excessive, especially for the price paid even WITH a discount code. Repeated attempts to speak with someone regarding the issue are met with the same CSR who refuses to provide any further details.Upon reporting that the package never arrived, I was referred to USPS to file a mail claim, which AGAIN takes weeks upon weeks. Beautiful artwork on their site and on the orders we DID receive, but the customer service for the order we didnt receive is just terrible. absolutely terrible. 
  
  
  Regards,
  Complaint ID: 18721249
   
  
  
  
   

  Business Response

  Date: 03/09/2023

  We do our best to assist our customers the best way possible and wish we have control over the shipping procedures, but we don't.

   

  For all missing or lost orders, it is the customer's responsibility to file a missing mail search, and we'll do everything we can to help out!

• Initial Complaint

  Date:01/04/2023

  Type:Delivery 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.

  11/13/2022
  Paid $285.10 to the business
  The business states up to a week to craft the item and 3-5 business days for shipping. It is now 1/4/2023.
  I've received two lip service emails of the business stating that it takes a long time to sew. I even received an email on 12/16/2022 stating that they were just about to ship the item.
  
  I have no tracking number and my last email in to them has not been answered. I feel I've been scammed.

  Business Response

  Date: 01/24/2023

  While we want our customers to have their orders delivered as soon as they can, we only start the crafting process based on the orders that come through. During the last quarter of last year, we had a the highest record volume for our sales. 95% were able to be delivered and for those who were delayed, we make sure to apologize, compensate them and inform the reason why.

   

  This customer got a refund for the order delay.

   

  The order was shipped and the ETA is on the 28th of January 2023.

   

  Thank you!

• Initial Complaint

  Date:01/01/2023

  Type:Product 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.

  Item was ordered in November. Order #102350. The website claims that orders before December 8th will ship before Christmas. They also claim on their website that crafting time is 7-14 days nor have I received an estimated ship date upon emailing customer service. As of January 1st 2023 my order still has not arrived. Asked for a refund and was refused. I either want my items immediately or a refund.

  Business Response

  Date: 01/11/2023

  We start the production process 24 hours after an order is placed. But due to the demand surge(especially during the holiday season), there are delays.

   

  We've been constantly updating the customer and we've refunded a portion of the shipping cost to compensate the delay.

  Customer Answer

  Date: 01/19/2023

  This item has still not been received. It has been 52 days. A want a full refund.

  Better Business Bureau:

  
  
  
  

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  
  

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  
  
  
  
  
  Regards,

  
  

  Complaint ID: 18668839

  
   
  

  
  
  

   

  
  

   

  Business Response

  Date: 03/09/2023

  The order was delivered on Jan 21,2023(see attached shipping documentation) and a follow-up email was sent to the customer on Jan 24, 2023 with no response.