Complaints

• Initial Complaint

  04/10/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I started a subscription for a product at Moon Juice. I have attempted to cancel it many times. They ask you to give your email address for a code to access your account but no email ever arrives. There is no phone number given to contact the business. I used their chat function and received a response with two links that do not work. The most recent shipment I received has an additional product I did not order. The invoice has no cost so I can't even know what I am being charged. I want the shipments and charges to stop. I do not believe this business practices in good faith. My next step will be to contact my bank to stop block all charges from this company.

• Initial Complaint

  01/03/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I have a subscription service with Moon Juice for a vitamin product called Super Beauty. This product is supposed to be shipped out every month on the first. It usually reaches me by the 7th of the month as they use **** to ship the product. I seem to have constant problems with their subscription services, and they do not have a phone number to call. The only way to reach them is an email address, which they never answer. I've had issues before with them and had to utilize BBB help. And I find it quite annoying that I have to waste my time, and the BBB's time because Moon juice who charge upwards of $55 for vitamins has no viable, fast way to contact them. Zero customer service. Anyway, the problem now is that I am either getting my subscription extremely late, or not at all, and there is no way to contact these people. Last month I contacted Moon Juice on the 12/12 because I had not receive my package that was supposedly shipped out on the 1st. I sent them an email inquiring about the status. They did not contact me back until 12/30, 18 days later. The response was some kind nonsense asking for my email address when I had sent them the order number, and all the relevant information already. But anyway, by the time they wrote back on 12/30 I had track down the package myself which arrived very very late. Now, for January 1st of this month, I didn't get my usual notification that the product had shipped. I check online and it says my next shipment is 2/01. What happened to January? They just decided to skip it themselves? I did not skip it! I don't know how to get my order now as they do not respond! I want my order for the month of January and I need it by my normal time - it suppose to arrive by the 7th. I don't understand how they can claim they have a subscription service yet they send out the products whenever they want. What is the point of using their products if I'm running out and waiting weeks for them, or they are skipping months.

  Business response

  11/08/2023

  Were so sorry to hear about this and greatly appreciate your feedback. Im happy to help to sort this out for you.
  Shoot us an email at ************************* and mention my name or reach out to us via Chat on our website and I'd be happy to make this right ASAP!
  
  Thrive Cosmic,
  ***********

  Customer response

  11/08/2023

   
  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.  I filed this complaint in January 2023.  It's now November 2023.  I am not sure why BBB is forwarding this complaint to the business 11 months later? 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  12/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an item online from Moon Juice on 11/23. The item is a cocoa powder that is packaged in a glass jar. The glass jar arrived broken with glass everywhere. I've contacted the company 5 times via chat and email (the only options available), I haven't gotten a single response. I just need the product replaced.

  Business response

  11/08/2023

  Were so sorry to hear about this and greatly appreciate your feedback. Im happy to help to sort this out for you.
  Shoot us an email at ************************* and mention my name I'd be happy to make this right!
  Thrive Cosmic,
  ***********

• Initial Complaint

  06/30/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I subscribe to receive a MoonJuice vitamin monthly. The original order was placed on January27, 2022, Order**********. I recently tried to access my subscription online but I am unable to do so because I do not have a password. On their website it says - 'Having issues managing a subscription?', then I'm directed to put in my email address, and a message pops up saying 'An email will be sent to you if you're a subscription customer'. I have tried this and I get no email from them. I am definitely a subscription customer. I have emailed them 2 times requesting help, and even contacted them on ********. Customer Service is non-existent. They do not respond. I received a text message today saying my order will ship in three days, and if I want to access my account to skip, pause, or swap to click the link. I am taken to the same sign in page, and same problem - I have no login information. Moonjuice is charging $54 a month for vitamins, yet I am not able to access the account to hold, or cancel, or skip! I have no recourse even if I am not in need of them that month! I even tried calling their phone number and it just rings, and rings without even a message. I need access to this account. Ive tried every possible way to contact these people and unfortunately I have to take extreme action by contacting the BBB? Completely ridiculous service.

  Business response

  07/19/2022

  Consumer Response /* (2000, 9, 2022/07/18) */ Issue has been resolved. It was an email issue. In order to fix the issue Moon Juice deleted account, and had open me a new one. They provided a discount on the order needed.

*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. ↩