sun K.
Sketchy company, horrible customer service
Hi Moon Pod! love the fake sincerity and apologies! I reached out to you multiple times about canceling the order and you ignored me until it shipped. You had almost 2 days. Thank you for finally replying to my email after the products shipped, that really helped in this situation! I had the absolute pleasure of reaching out to Fedex myself to put a stop on the shipment while in transit because you were too busy emailing me excuses that you couldn't do it. yay! now this is top-notch service... To add, the Fedex representative said the sender is the only party permitted to stop shipment in transit and all they needed was for the sender to call them and confirm. Of course after I notified you about this...you did your absolute best to do nothing...Thank you for this experience, I'm glad I cancelled my order and i'm looking forward to my full refund.
Response from MoonpodSep 16, 2021
Hi Sun, first of all, we thank you for considering the Moon Pod! We also appreciate your feedback on this scenario -- please know that our ears are always open to customer feedback, as it will help us gain insight into how other customers feel. Rest assured, we will take this into consideration in order to improve our work at Moon Pod. As for the cancellation process, we also apologize for the confusion and any inconvenience here! We understand your concern however, once an order is placed on our website, the information goes automatically to our processing team. For cancellation requests, we would need to request first to our processing team to cancel the shipment (queue), in order for us to process the order cancellation and refund. If the queue is not cancelled, our system does not permit us to do a refund. As for the delay with processing the request, we're also sorry about this. Our team is doing their very best to process and ship all orders as quickly as they could, thus a delay in checking some of our requests as representatives. There are no words to explain how sorry we are about this, but if in any case an order requested to be cancelled has shipped, we do have ways to have this returned back to our warehouse, so we can proceed with a refund. Please feel free to reach out to us again about your concern, and we'll do everything we can to resolve this! Thank you once again for your feedback and understanding!