Moon-AudioReviews of moon-audio.com

I purchased the Meze Empyrean II and a Black Dragon cable. The products themselves delivered everything promised; however, Moon Audio as a service left me highly unsatisfied. First, I could never figure out how to redeem their constant “Free Headphone Stand” offer. Clicking on the links, whether from email or SMS, just dumped me on the front website. At that point, what next? My selection was already in my cart, awaiting checkout. But nothing else got prompted. There were no clear instructions, no simple “Do A, then B” indicators. When I emailed Sales about it, the only reply I received was, “Provide a screenshot of what you are seeing.” I did not need to debug their marketing; I just needed them to tell me what steps to take. In hindsight, I guess one clicks the link THEN add the purchase to the cart? No clue. If so, see how easy I just made the instructions? Then there was the included Meze cable. Yes, the Empyrean II normally ships with the copper 6.3 mm cable. However, the Moon Audio product page explicitly stated (and still said when I checked again): “Cable type: Premium Silver‑plated or Copper PCUHD.” That strongly implied a current choice between silver‑plated and copper PCUHD. I had selected the silver with the special notes upon purchase. Of course, I ended up with the copper. When I asked if I could exchange the copper for the silver after delivery arrived, I was told that was a special offer that had ended earlier in the year. I understand promotions end. But if an offer has expired, the product page ought to be updated in a timely fashion, especially when customers are making high‑ticket purchases based on that information. All in all, it was a rather disappointing experience. Not the “concierge” type of interaction I was expecting from a boutique audio shop. The logistics and custom cable build were solid; on that side I would give five stars. Their “information delivery,” though - promotions, clarity of offers, and support responses -was noticeably below par.

incorrectly charged CA sales tax 1.5% fee. Headphones I purchased do not have a battery of any kind which is what this fee is for. Sales was notified but did not correct. Possibly been overcharging all CA customers since this fee was imposed. incorrect fee was refunded by Moon. not sure why all the other vendors don't have this problem with their sales/tax software

My Mojo2 came no problems, I would really like a dragon cable at some point but they are apparently making all of their money from them... I would also like to more curated bundles on a discount.

The cable I purchased sounds decent. Not amazing, nor world-changing and definitely not award-winning. They say the cable requires a break-in period of roughly 40 hours, which in most cases will conveniently eat up the 30-day return window or get your ears used to the sound. In my opinion the gear they sell is harshly overpriced. But you get what you bought and the package arrived quite fast. However they charge a hefty price for the delivery, especially outside the US (~40$). Of course every upgrade or express delivery costs extra. Customs are also not included and have to be paid additionally. Considering prices in their shop this could at least be taken care of. In case you want to return an item, you are obliged to pay for shipping again and a restocking fee of up to 20% might be added. All in all you can think about the products what you want, but their customer service is quite dissatisfying to say the least.

Great bronze dragon iem cable and fast delivery, but the furutech 4.4 balanced male connector i ordered as an extra was not the one supplied. Mine was a moon audio branded one supposedly of better quality. This should have been stated when i ordered. Even so, I would still order again

The open box item itself is fine, but the included accessories and manual has marks of use, especially the manual that has one page damaged and torn. I expect open box merchandise to be exactly that, opened but unused. Not partially used. That should qualify as used, not open box.

I have a mixed experience with this company. I bought their most expensive headphone cable and the electrical contacts with one channel was not good, leading to loss of audio, and the main jack coming apart (the carbon-style cover only secured with super glue slid out of the rest of the connector) I fixed the connector by re-applying Super Glue, but sent them back the cable to inspect the contacts and a few days later they told me they didn't find any problem, and sent me a $55 invoice for shipping me back the cable. I fixed the electric issue myself after applying contacts cleaner. Now, the cable sounds good, but I only notice it when I put back the stock cable, which sounds more harsh and metallic. However, I don't think the improvement is worth the $500+ price paid.