Complaints

• Initial Complaint

  04/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have taken Moonclub's marketing service for my NFT project launch. They asked for $8000 fully upfront. I gave them everything related to project and they just had to do marketing so, they provided me timelines and work which will be carried out from that $8000 which I paid them upfront in August, 2022. They started working in from October and started promoting the project on ******* platform but it was very slow process. I asked them about the process and they kept on giving me excuses about their service. After new years I came to know from my marketing manager who was assigned by Moonclub, he left the company which should have been responsibility of CEO (*************************). From January,2023 onwards he took over the project it just went down the hill from then. In February he asked for more funds where no work has been carried out as per the timeline since past few months. When I declined to give more funds he started blaming the project's motive and idea.In March end he declined to do any work at all, which actually he wasn't doing any work. I asked for refund and provided him and made him understood on what's the idea behind the and how to move forward. He stopped replying to my emails. So, I am reaching out to BBB because I have put my lifetime savings to make this project work and none of the work is delivered to me as per the timeline and work order.

  Business response

  12/29/2023

  Hello,

  I reached out to BBB a year ago asking to claim my business and help setup my account so I can respond to this claim, but I haven't heard back from anyone until this week. Now it says that it's too late to reply to this complaint.

  Can you please allow us to reply?

  Thanks

   

  Business response

  12/29/2023

  Hello,

  We have worked diligently on the buildup, restructuring, and re-launch of this project after an initial failed launch by the client themselves. Our team dedicated weekly calls and reports to ensure everyone is updated on the progress during the entire course of this contract, as well as additional time afterwards to ensure the client is happy to launch. Our team successfully setup marketing funnels, assisted in setting up the project Tokenomics, strategy, partnerships, built the minting site, and full pre-marketing services. Both parties decided to delay the launch date of this project due to poor market conditions which resulted in a delay of the project and some confusion. The client was also asked if they had any marketing budget to advertise the projects via additional channels such as press releases or paid advertisements. We have not heard back from the client since then after multiple attempts to reach out. Additionally, this client has delayed a past-due payment that was contractually owed for over a month when first starting the project. 

  We are always here to assist at all stages of any project, and we consistently communicate throughout the entire period, and afterwards as well to ensure all projects launch successfully. 

  - Moonclub Team 

  Customer response

  12/30/2023

   
  Complaint: 19985462
  
  I am rejecting this response because: Whatever the reply I received from the Moonclub is utter nonsense, they have not done any of the things which they have stated in the message above. Clearly they're lying to BBB as well as to me. They stopped replying to my emails and started ignoring my meetings, they don't show up to any meeting which we set up. Secondly, I have attached email screenshots and chat with the disord MOD which was provided by Moonclub just to setup the server, even employee of Moonclub stated that the work they have done was not done properly and even he was shocked to see this quality of work after paying the amount I paid. Also, that person refuse to speak about Moonclub and even he left the company just like their previous employee ******, who also refused to speak for Moonclub when we asked questions about their services. 
  
  Moonclub did not have any employees back when they took me as a client, they were doing freelance service from other freelancer. I have all the proofs, materials they have provided us and amount of work they have done. I can provide each and everything against moonclub to show that they're swindlers and I should get my refund back. None of the services they mentioned they provided on top of that, they do not have proper manpower to handle any kind of NFT projects. 

  I request REFUND FOR SERVICES I NEVER GOT.

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

  Customer response

  12/30/2023

  Hello,

  I'd like to inform BBB that Moonclub is a scam. None of the things they mentioned, they have not provided us the service, the project is developed by ** and they only had to market it properly and launch the project which simple task they couldn't even do, we gave them money and after that they just made our social media handles and started twitting some random things which doesn't even bring traction or engagement, that's the only thing they have done for the project, apart from that we have created tremendous amount of things for the project and developed the project's utility from the base. They do not have testimonials or any proof from their previous clients about their services because I reached to few projects which were handled by Moonclub and they all refused to talk anything about Moonclub, this clearly states that something fishy is going on. If they were happy with Moonclub's services they would have happy to talk about it but none of talked and their previous employee who left moonclub right in middle of our project's going on, he also refused to speak and he then blocked everyone from our team. 

  Please be aware that they have not provided a single document which proves their message, because they did complete opposite to that. I have proof of email conversation, conversations with their employees and ex-employees. I have products and services which I received from them which was just 1 png banner for ******* which was also looked like designed by some 9years old kid on ********* paint. 

  Please let me know what will happen if Moonclub refuses to give me refund or even half of the refund?

  Business response

  01/02/2024

  Hello,

  As mentioned previously, we have worked diligently with the client on all agreed deliverables during our contractual period, as well as for an additional few months given that all parties agreed to extend the launch date to a future date. Our team managed social media, content, assisted with partnerships, and created collaborations via our network to grow the client's community in preparation for re-launching the project. Additionally, our team maintained constant communication with the client via weekly calls to keep them up to date with the progress. As we understood, the issue behind the project was that there was a bad reception for the project's idea amongst the public which made it difficult to launch. After months of delaying the launch, we suggested to the client that they revamp and rethink the entire concept first for better results, and then launch. We haven't seen any update or progress on that, and were already 7+ months outside of our contract period. Attached are deliverables via a shared project folder created by our team for the client. 

  - Moonclub Team 

  Customer response

  01/04/2024

   
  Complaint: 19985462
  
  I am rejecting this response because: I clearly have not received service which was discussed initially before the making the payment. I have attached files which shows what was the scope of work and out of that none of the work has been carried out nor the quality of work is even satisfactory. You did have proper employees to handle this type of project, firstly ****** was assigned for the project and his work was not getting any engagement but later after few weeks he left your company or stopped working for you because clearly he was the one who told me that he is no longer working for you. This message and communication should be done by the *** of the company with whom I had initial conversation. Secondly, none of the other work has been carried out according to timeline which was prepared by your company and employee. Later when ****** left you (*****) took over the work which was not at all going well, none of the tweets were engaging nor the discord was setup properly, which later I found out from one of the freelancer you hired to setup the discord for the project so, clearly you can see the work you have done is not done at all, just making the social media accounts and setting up a discord, I did not pay you $8000. 
  
  Please initiate the refund and do the needful.
  
  Sincerely,
  
  *******************************

  Customer response

  01/04/2024

  Hello, I have attached documents which we were provided by Moonclub and none of the mentioned deliverables in timeline has been carried out. Please understand the situation that Moonclub is ******** company which doesn't deliver which was initially discussed or signed. They won't be agreeing to refund because they clearly used my funds, I want to know what happens if they do not provide me refund or provide anything at all? What is the next step?

*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. ↩