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:04/04/2023

  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.

  Order number ***** Brought a ring in Dec 2022 after 5 days of wearing the ring one of the gems fell out new order number ***** was sent out and now after wearing the new ring for 3 months another gem has fallen out, contacted the company and they have said this isn't covered under the warranty even though in the warranty it states it is covered under manufacturer defects for 2 years which this clearly is

  Business Response

  Date: 04/17/2023

  Hello *******,

  We are sorry to hear you had a frustrating experience, but we really appreciate you bringing this issue to our attention.

  Please note that our 2-year warranty covers manufacturer defects only, and unfortunately, a lost stone due to accidental damage or wear and tear is not considered a manufacturer defect.
  

  Our website states our 30 days return policy which is the period for refund or exchange. Since 3 months have passed we aren't able to offer you the mentioned offers. However, we still would like to offer you a 50% discount on your next purchase of the same or a similar item value. We hope that this offer meets your expectations and helps you find a suitable replacement.
  
  For more information on our warranty policy, please refer to the link provided here - *************************************************************. If you have any further questions or concerns, please do not hesitate to get in touch with the customer support department.

  Kind Regards,

  Moon Magic
  
  

• Initial Complaint

  Date:04/03/2023

  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.

  Bought a statement ring for my wife in August 2022. The first time we received an empty box. Emailed the company and received the ring. Since then the ring broke two times. Moon magic replaced the ring (took 3 months and a complaint to PayPal) I received the replacement ring March 2023 and in April 2023 the ring broke again. I have given this company plenty of chances and still all they want to do is keep replacing the ring. I just want a full refund. The company will not refund me.

  Business Response

  Date: 04/07/2023

  Hello ****,
  
  Thank you for your review. We are sorry to hear you had a frustrating experience, but we really appreciate you bringing this issue to our attention.

  It's a pity the ring got defective, but we are happy to offer you a free replacement of the item. 

  Upon checking, we can see that a shipping label has already been sent to you, so we will do our best to provide you with a beautiful and quality jewelry.

  Please reconnect with our customer support department for any questions you might have.

  We will use the feedback to make us better and to ensure this doesn't happen again.
  
  Best Regards,
  Moon Magic

  Customer Answer

  Date: 04/07/2023

   
  Complaint: 19890609
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 04/07/2023

  This is the second ring they have sent us that broke and I would like to just get a full refund.

  Business Response

  Date: 04/17/2023

  Hello ****,

  Thank you for reaching out!

  As it was confirmed with you - a new shipment with a ring in a size 6 has already been processed. You will receive a tracking number from our system within ***** working days.

  Please get in contact with our customer support department for any questions you might have.

  Best Regards,

  Moon Magic

• Initial Complaint

  Date:03/18/2023

  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.

  Purchased a ring. Didn't come as advertised; didn't match images of the ring; sizing was wrong; quality is worse than ring purchased as a replacement of a damaged ring (that is not a part of this report/grievance). They refused a refund; they were contacted, again, and with much back and forth they refunded some of what was paid. I only recently learned BBB was an option to investigate or acquire full resolution to problems with businesses, which is why I'm sumbmitting this report so late.

  Business Response

  Date: 04/03/2023

   

   

  Hey Better,

  
  

  Thanks for reaching out to our Moon Magic Fam - were happy to hear from you!

  
  

  Our customers are always our number one priority, which is why we promise to get back to you within 48 hours (Monday-Friday). Just make sure you dont send multiple messages as we answer inquiries in the order that we receive them, and doing so will send your queries to the back of the queue.

  
  

  From one Gem Lover to another, we want to get your problem sorted out as quickly as we can. Please make sure you provide us with the order number or the email address you used when placing your order, and if you already have, just sit back and well be in touch soon.

  
  

  If youve experienced a shipping delay, wed like to say a big sorry and thank you for your patience. Even though were starting to get back to normal after the pandemic, our warehouses and shipping carriers are still facing additional measures in order to keep us all safe. Thank you for understanding, Your magical jewelry will be with you soon.

  
  

  For more info, feel free to visit our Help Center to find quick and easy answers to your questions. Or for now, weve got some gorgeous gemstones we know youll love.

  
  

  Keep shining,

  Your Moon Magic Fam

  Customer Answer

  Date: 04/04/2023

   
  Complaint: 19619935
  
  I am rejecting this response because:

  The business didn't read the message of complaint. This response from Moon Magic is their default pre-written response; I've already dealt with this business through this channel and route. However, this response displays the incompetence of this business - even when contacted by the BBB, they do not read the message or inquiry and respond appropriately.
  
  I will wait for their follow-up response, assuming it comes within the ********************** their response.

  
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 04/07/2023

  Hello ******,

  We appreciate your honesty and are taking all customer feedback (both positive and negative) seriously. We work with each customer individually to find a solution to their issue as we stand behind our products and are dedicated to finding an equitable outcome for each shopper on a case-by-case basis.

  We are really sorry that the design of the ring you purchased didn't look like you expected (it was modified to increase its durability). Upon checking we can see that in June 2021 you were fully refunded the purchase price of the ring. To our regret, the shipping fee isn't refundable in this case.

  Please reconnect with our customer support department for any questions you might have.
  We will use the feedback to make us better and to ensure this doesn't happen again.
  
  Best Regards,
  Moon Magic

  Customer Answer

  Date: 04/07/2023

   
  Complaint: 19619935
  
  I am rejecting this response because:
  The business changed the design of the ring and did not update their webpage, photos, or the description of the ring; nor did they change their advertisement/marketing, thus I was a victim of false advertising. I was led to believe I was purchasing the identical ring to a previous purchase, but the new ring was siginificantly different. The quality of the gemstone went down significantly and the ring came damaged. Furthermore, from what I've read in articles, this business has been changing their designs because they've been outsourcing for cheaper work and lesser quality. The desgin didn't change for a functionality reason but instead because of corporate greed. These changes to quality and design aren't described or shown in any way and therefore customers are not aware of these changes, let alone the negative affects on Moon Magic's products. Moon Magic needs to be forced to change their webpage, advertisements, and images to match the products as they truly are. I am not asking that the shipping be "refunded", but I would like financial compensation for the shipping and duties because I should not to be out any money for the fradulent item I purchased; that isn't right nor is it acceptable.
  
  For your reference, the amount I want to be compensated for is the difference between these values from my bank statements:
  OCT08 **** DEBIT RETAIL PURCHASE 128023676879
  RCH* RCH-MOONMA
  $207.75
  OCT12 **** DEBIT RETAIL PURCHASE 128532636156
  DHL EXPRESS ADC
  $43.63
  NOV10 **** DEBIT PURCHASE REVERSAL 231407003136
  RCH* RCH-MOONMA
  $195.34CR
  

  Thusly, please compensate me $56.04.
  

  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:02/24/2023

  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.

  Went to their website from an ad that said I could get my order by Valentines Day. After I placed the order I didn't receive a receipt for my purchase I checked my account to confirm the money had been withdrawn. Which it had. I reached out and was informed that what I had chosen was special order and it wouldn't ship till the February 17th 2023. So fast forward to the 21st I hadn't recieved my order or shipping information. Magically the next day I recieved shipping confirmation. Only problem was there was only one of three items on the shipping confirmation. So I reached out and asked them if only one item was in the package. After several attempts to contact them all I could get was automated responses. Today I tracked the package and it said it had been delivered. The only problem is, is that it wasn't. My order was over sixteen hundred dollars and the carrier reported it was left in my mailbox. I find that items with that value would be left in a mailbox and not require a signature is absolutely ridiculous. This company is absolutely unethical and irresponsible. No wonder they don't have a ****** profile and run ads with website reviews that are most likely fraudulent. Buyers beware

  Business Response

  Date: 03/15/2023

  Hello ******,

  Thank you for bringing this to our attention. Were sorry that you had a bad experience and we apologize that our service did not satisfy your expectations.
  
  We truly apologize for the confusion while preparing your package, and we truly apologize that you had to cancel a part of your order.

  According to the reports from the delivery companies we have - the package was delivered, unfortunately, we are unable to offer reshipments or refunds for packages that have been marked as delivered.
  
  Our apologies for any inconvinience it might have caused you.
  
  Please reconnect with our customer service department for any questions you might have!
  
  Best Regards,
  Moon Magic

• Initial Complaint

  Date:02/22/2023

  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.

  I purchased a set of rings to be worn together bands that are meant to display a statement ring. These were purchased as my anniversary gift. The statement ring broke immediately and the stone fell out. The company has denied a full refund for the set, with the justification that they are used. Their website promises a 2 year warranty and satisfaction guarantee, which they are not holding themselves accountable for.

  Business Response

  Date: 03/15/2023

  Hello ******,

  Thank you for your review. We are sorry to hear you had a frustrating experience, but we really appreciate you bringing this issue to our attention.

  It's a pity your ring got defective and we really regret that you refused to be sent a free replacement.

  Upon checking, we can see that a Full refund for the bands has already been processed to your card.
  Please reconnect with our customer support department for any questions you might have.
  We will use the feedback to make us better and to ensure this doesn't happen again.
  
  Best Regards,
  Moon Magic

• Initial Complaint

  Date:02/13/2023

  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.

  Ordered ring, not satisfied with gemstone color or quality of product. Looks cheap and fake and definitely not worth the money. As instructed, I sent a video of my ring including the reason for wanting to return it. I have not received any instructions on how to return it, despite asking several times. This company is stealing peoples money.

  Business Response

  Date: 02/20/2023

  Hello *******,

  Thank you for bringing this to our attention. We're sorry that you had a bad experience and we apologize that our product did not satisfy your expectations.

  Upon checking we can see that you were sent the return instructions and once we receive your purchase back, verify it - the corresponding department will proceed with the refund after that.

  Hope for your ******* and understanding!

  Best Regards,

  Moon Magic

   

  Customer Answer

  Date: 02/23/2023

   
  Complaint: 19395295
  
  I am rejecting this response because: I have returned the ring, I have received confirmation that it was delivered via the tracking number, I requested a full refund, but have not received any funds back. Now I am without the ring and the money. I am again requesting an entire refund.
  
  Sincerely,
  *******************************

  Business Response

  Date: 03/15/2023

  Hello *******,

  Thank you for your review. We are sorry to hear you had a frustrating experience, but we really appreciate you bringing this issue to our attention.
  
  Upon checking, we can see that a Full refund has already been processed to your card.
  Please reconnect with our customer support department for any questions you might have.
  We will use the feedback to make us better and to ensure this doesn't happen again.
  
  Best Regards,
  Moon Magic

  Customer Answer

  Date: 03/15/2023

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:01/02/2023

  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.

  A necklace was ordered as a Christmas gift for my partner on 2022-12-20 and was scheduled to arrive on 2022-12-29. My partner contacted neighbors and tried to look around for the package but was unable to find the package. The shipping company is not allowing me to file a claim and and the company did not provide any shipping insurance. Moon magic refused to offer a replacement or refund as the website showed the package as "delivered" when there was clearly some mistake in the shipping process. In conclusion, I am unable to claim the package as Moon magic has instructed me to do so and Moon magic refuses to offer a refund due to the shipping error.

  Business Response

  Date: 01/12/2023

  Hello ****,

  Thank you for your review. We are sorry to hear you had a frustrating experience, but we really appreciate you bringing this issue to our attention.
  

  Please accept our apologies on the behalf of the delivery service, we keep an eye on mail investigation and we will reach out to you as soon as we have data to proceed.
  Hope for your patience and understanding!

  We will use the feedback to make us better and to ensure this doesn't happen again.
  
  Best Regards,
  Moon Magic

  Customer Answer

  Date: 01/19/2023

   
  Complaint: 18674115
  
  I am rejecting this response because: You only offered me a replacement when I specifically asked for a refund as this was supposed to be a birthday present. I am getting this response over a month later. Not to mention that the necklace in question is out of stock.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 01/26/2023

  Hello ****,

  Thank you for your reply.

  We know that getting a package in the mail can bring a little bit of magic to your day. And when your order is lost or delayed, disappointment is inevitable. Unfortunately,we dont always have control over every factor once the package leaves our hands.

  According to the data we have - the package is marked as delivered. In this case, we would be happy to make an exception and offer a reshipment or issuing a Gift Card for the amount you spent for the purchase. Please reconnect with our customer support department for any questions you might have.

  Hope for your patience and understanding!

  Best Regards,

  Moon Magic

  Customer Answer

  Date: 01/26/2023

   
  Complaint: 18674115
  
  I am rejecting this response because:

  There have been similar situations in where the customer gets a full refund even when the shipping company portrays the package as "delivered". Why am I instead being offered a gift card rather than a full refund? I don't want to buy from somewhere I already had my package lost once.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 01/30/2023

  Hello Taha,

  Thank you for accepting our offer to get a Gift Card with the purchase price of the item. 

  Gift cards are delivered by email and contain instructions to redeem them at checkout. Our gift cards have no additional processing fees and no expiration date so they can be redeemed anytime. We do hope you'll enjoy your new order!

  Thank you fro your patience!

  Best Regards,

  Moon Magic

  Customer Answer

  Date: 01/31/2023

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/21/2022

  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 some jewelry from my wife but the color was not quite right so we returned them in hopes of either switching out for a different color or getting a refund. I sent the items back and Moon Magic confirmed they received them, but they are refusing to issue a refund. They now have the item and my money.

  Business Response

  Date: 12/27/2022

  Hello *****,

  Thank you for bringing this to our attention. We're sorry that you had a bad experience and we apologize that our product did not satisfy your expectations.
  
  Upon checking we can see that a full refund for the jewelry has already been processed, it should appear on your account soon. Hope for your patience!
  
  Best Regards,
  Moon Magic

  Customer Answer

  Date: 12/27/2022

   
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:12/12/2022

  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.

  On November 30th I used my cashapp card to purchase a $240 set of earrings for my wife she wanted so badly. On December 8th at 8:18 a.m I get a text confirming my package containing said earings has been delivered. I go to the front door confused as my ring doorbell did not alert me, I open door and no package. I look at my neighbors door, no package. I get my keys and go unlock my mailbox no package. Another neighbor was sitting outside since 8a.m waiting on a ride for work who did not show up until 8:30a.m which is 12 minutes after said delivery. She said no **** or anyone had shown up at our condo complex. **** said not their problem and that Moon magic should of insured their product. Moon magic said **** is responsible and they won't resend or refund purchase after it says its been delivered. **** app won't dispute it and **** says Moon magic is responsible.

  Business Response

  Date: 12/27/2022

  Hello ****,

  Thank you for reaching out. We are sorry to hear you had a frustrating experience, but we really appreciate you bringing this issue to our attention.

  We are happy to confirm that we would be glad to ****** your jewelry! Please reconnect with our customer support department to agree the shipping address so we could proceed.

  Thank you for your patience and understanding!

  Best Regards,

  Moon Magic

   

• Initial Complaint

  Date:10/21/2022

  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.

  A ring was ordered as a birthday gift for me by my partner 09/22/22, the day the ring was supposed to arrive 09/29/22 it said it was delivered but I never recieved it. After some back and forth at the post office I found out that my package was misdelivered and the people it was delivered to claimed they never received it. The package didn't have any insurance despite the price, and there is no option for insurance that I could find on the website. The post office said without insurance they can't do anything, and that I will likely never get the package. Upon contacting moon magic they claimed that despite never receiving my package they could not offer any refund or replacements. After explaining the misdelivery they still refused to provide any refund or replacement as the package was listed as "delivered" despite not actually being delivered to the right address. After looking into the company more and seeing all the horrible reviews here and how they delete negative reviews from their site I don't even want the ring anymore and would prefer just to get a refund seeing as I never received it in the first place, but they insist they cannot refund me despite the fact I never received it.

  Business Response

  Date: 10/25/2022

  Hello ***,

  Thank you for bringing this to our attention!

  Were sorry that you had a bad experience and we apologize that our service did not satisfy your expectations.

  At the moment we are checking the case with the carrier and our customer support agent will get back to you asap once it's cleared up. Hope for your patience and understanding.

  Kind Regards,

  Moon Magic

  Customer Answer

  Date: 10/27/2022

   
  Complaint: 18293450
  
  I am rejecting this response because: there still hasn't been any resolution, you offered to send another ring but I explicitly said I want a refund 
  
  Sincerely,
  
  ***************

  Business Response

  Date: 11/08/2022

  Hello ***,
  
  Thank you for your feedback. We are sorry to hear you had a frustrating experience, but we really appreciate you bringing this issue to our attention.
  
  Upon checking, we can see that a Full refund has already been processed to your account.
  Please reconnect with our customer support department for any questions you might have.
  
  We will use the feedback to make us better and to ensure this doesnt happen again.
  
  Best Regards,
  Moon Magic

  Customer Answer

  Date: 11/11/2022

   
  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.
  
  Sincerely,
  
  ***************