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.

  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

  
   
  

  
  
  

   

  
  

   

  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.
  

• 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.

  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
   
  
  
  
   nse 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. 

  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.