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:09/10/2025

  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.

  I am writing to formally file a complaint against a company named Mooijane, from which I purchased a lighting fixture- total charge of $1,664.15 that was shipped from overseas which was delivered 7/20. The order was placed in good faith, but upon installation, the product was immediately found to be defective and non-functional. I contacted Mooijane right after installation, 7/27/25 notifying them of the issue and requesting a resolution. Their resolution was to send replacement bulbs to see if this would remedy the problem after waiting another 3 weeks tor the bulbs to arrive, the light still did not work properly . I had an electrician check the wiring and they found the light to be defective. Despite multiple attempts to communicate with the company via email, Mooijane has refused to accept responsibility for the defective product unless I agree to pay an unreasonable return shipping fee ranging from $350 to $500. I find this request entirely unacceptable, especially since the product was defective upon arrival and was never operational.I have provided the company with photo and video evidence of the non-functioning light and detailed descriptions of the issue. Mooijane continues to ignore the nature of the complaint and insists that I pay returning a faulty itemsomething I believe is both unethical and in violation of standard consumer protection practices and does not comply with their own return policy listed on their website.I am seeking the BBBs assistance in resolving this matter. I request the following:1.Mooijane accepts the return of the defective light at no cost to me; or 2.A full refund be issued without requiring a return, due to the product being defective on arrival and the prohibitive cost of international return shipping.I would greatly appreciate your help in holding this company accountable Please let me know if any additional documentation is needed to proceed with this complaint. I have all emails. Sincerely,******** ****

  Customer Answer

  Date: 09/26/2025

  
  To the Better Business Bureau Dispute Resolution Team and Ms. ******** ****,
  
  First and foremost, we would like to extend our sincerest apologies to Ms. **** for the defective product she received and the frustrating experience she had in seeking a resolution.

  We also sincerely apologize for the delay in our response to this BBB complaint. The initial notice was overlooked, and we take full responsibility for this oversight.
  
  The level of service Ms. **** received does not meet our standards, and we have reviewed this case internally to improve our processes.
  
  We are writing to confirm that upon reviewing the details of this complaint, we processed a full refund of $1,664.15 to Ms. **** for her order, MJ3463.
  
  This refund was for the entire purchase amount, and it has been sent to her original payment method. Depending on her financial institution, the funds should be reflected in her account. 
  
  Regarding the defective light fixture, Ms. **** does not need to return the item to us. We ask that she please dispose of it at her convenience.
  
  We regret that this situation escalated to a formal complaint, and we hope that the full refund resolves this matter to her complete satisfaction.

  We appreciate the BBB for bringing this to our attention and facilitating this communication.
  
  Sincerely,
  Miya
  Customer Service Team.

  
  

  Business Response

  Date: 09/29/2025

  To the Better Business Bureau Dispute Resolution Team and Ms. ******** ****,
  
  First and foremost, we would like to extend our sincerest apologies to Ms. **** for the defective product she received and the frustrating experience she had in seeking a resolution.

  We also sincerely apologize for the delay in our response to this BBB complaint. The initial notice was overlooked, and we take full responsibility for this oversight.
  
  The level of service Ms. **** received does not meet our standards, and we have reviewed this case internally to improve our processes.
  
  We are writing to confirm that upon reviewing the details of this complaint, we processed a full refund of $1,664.15 to Ms. **** for her order, MJ3463.
  
  This refund was for the entire purchase amount, and it has been sent to her original payment method. Depending on her financial institution, the funds should be reflected in her account. 
  
  Regarding the defective light fixture, Ms. **** does not need to return the item to us. We ask that she please dispose of it at her convenience.
  
  We regret that this situation escalated to a formal complaint, and we hope that the full refund resolves this matter to her complete satisfaction.

  We appreciate the BBB for bringing this to our attention and facilitating this communication.
  
  Sincerely,
  Miya
  Customer Service Team.

  Customer Answer

  Date: 09/29/2025

   
  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,
  
  ******** ****