This complaint is extremely disappointing to us, but as a new small company shipping our product globally we have encountered growing pains along the way, and we are working to fix these every day
First, we use UPS as our global shipping partnerWe chose them based on their global reach to allow
us to ship to dozens of countries around the worldWe have had mostly great success with our UPS partnership, but particularly during this holiday (high volume) season we have noticed that packages are not being delivered in the typical timeframeThis is something entirely beyond our control, but we are always evaluating our vendor relationships to ensure that our customer's experience is a good one
Additionally this is only Moment's second holiday seasonAs a consumer products company we have built an infrastructure to be able to handle a large volume of ordersUnfortunately we did not plan for the incredibly high volume (10x expectation) that we received this holiday seasonCertainly the more sales the better, but we do understand that our customer response time has increased as a resultWe have a very small customer support team and when the wave of orders hit we worked around the clock to answer all of our customer inquiries as fast as possibleThis amounts to hundreds (500+) per dayWe will most certainly learn from our mistakes this season and create a holiday team that will be able to handle the demand that our products have generated
As this customer points out one component of our product was missing from his orderThis is a very rare occurrence, but mistakes do happenWe rectified this by creating a new order with our fulfillment vendor in Hong Kong to send his plates out immediatelyThis did not happen in a timely manner and once we heard this from him we created an order ourselves in our Seattle office
As we move forward we are already looking at new communication channels for our customersAt this time with the small team we have, customer support by phone is not possibleIn fact very few of our customers request a phone call as an optionTo this end we have already procured a live chat feature that will go live in January once the rush slows
The holidays are a time of giving and we are so proud that so many people are choosing our great products to give to their loved onesWe simply did not anticipate the number of people this would beWe will always continue to create and sell the very best mobile technology tools so that our customers can capture all of their best experiences on cameraWe're sorry that the holidays got the best of us, but hopefully our attempts to better serve our customers in the future will not go unnoticed
Hello,We have been in constant email communication with *** about this situationHis order was stuck in customs clearance and we did our best to push it along but there is only so much a company can do in regards to customsWe have refunded him the shipping costs already so shipping this order
was completely free because of this hold up that is beyond our controlWe state clearly on our website that any package has the chance of getting delayed because of customs reasonsWe have also given him an additional 10% coupon for any future purchaseAs a small company this is the most that we can do to offer a customer for this annoyance of delayThe package has now been delivered on September 1st, as shown in the *** tracking report attached to thisWe are sincerely apologetic for the hold up and hate that customs is such a pain but we hope that we have made this right at this point and hope that *** enjoys the long awaited products. Thanks, Moment Team
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI understand that it's the holidays and that shipping my be affected because of itI will agree to disagree with mostly everything else that this business stated in their reply.Sincerely, *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].This matter is not yet fully resolved until receipt of the items purchased.
Sincerely,
[redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
Hello,
This customer has emailed us as well.
On the Moment website, we have a page for each product where we display the product, discuss the features and show photo examples with and without the lens. We are upfront about the value of the product, how it works, and the value the customer...
receives. You can see the Tele lens page here for example. https://momentlens.co/shop/tele-lens/#tele-lens
On each product page we also link and describe a separate getting started page where we show the product being installed, used, and including lots of example photos/images shot 100% with that lens. The tele lens getting started page is here: https://momentlens.co/getstarted/
In addition on every product page we link to our returns policy is public. We offer 100% returns unless the product has been used or shows signs of use. If used we offer a 50% refund because we have no way to resell used products. That page is publicly posted here. https://momentlens.co/shipping-returns/
We understand the customer doesn't like the product, but to call us fraudulent just isn't true. We have successfully served tens of thousands of customers and take fraud very seriously. We make sure everything is up front before purchasing about the products, how to use them, and how to refund them.
[redacted] reached out to us via email on July 15th and we responded within 30 minutes (screenshot attached) It appears his email provider is not delivering our emails which has exacerbated this issue.His order was processed normally and attached tracking information shows delivered as of Monday July...
17th (screenshot attached).Given that [redacted] said he has not been receiving our emails, we have reached out over phone as well to go over this situation, and are currently awaiting his response on the delivery this past Monday.
This complaint is extremely disappointing to us, but as a new small company shipping our product globally we have encountered growing pains along the way, and we are working to fix these every day
First, we use UPS as our global shipping partnerWe chose them based on their global reach to allow
us to ship to dozens of countries around the worldWe have had mostly great success with our UPS partnership, but particularly during this holiday (high volume) season we have noticed that packages are not being delivered in the typical timeframeThis is something entirely beyond our control, but we are always evaluating our vendor relationships to ensure that our customer's experience is a good one
Additionally this is only Moment's second holiday seasonAs a consumer products company we have built an infrastructure to be able to handle a large volume of ordersUnfortunately we did not plan for the incredibly high volume (10x expectation) that we received this holiday seasonCertainly the more sales the better, but we do understand that our customer response time has increased as a resultWe have a very small customer support team and when the wave of orders hit we worked around the clock to answer all of our customer inquiries as fast as possibleThis amounts to hundreds (500+) per dayWe will most certainly learn from our mistakes this season and create a holiday team that will be able to handle the demand that our products have generated
As this customer points out one component of our product was missing from his orderThis is a very rare occurrence, but mistakes do happenWe rectified this by creating a new order with our fulfillment vendor in Hong Kong to send his plates out immediatelyThis did not happen in a timely manner and once we heard this from him we created an order ourselves in our Seattle office
As we move forward we are already looking at new communication channels for our customersAt this time with the small team we have, customer support by phone is not possibleIn fact very few of our customers request a phone call as an optionTo this end we have already procured a live chat feature that will go live in January once the rush slows
The holidays are a time of giving and we are so proud that so many people are choosing our great products to give to their loved onesWe simply did not anticipate the number of people this would beWe will always continue to create and sell the very best mobile technology tools so that our customers can capture all of their best experiences on cameraWe're sorry that the holidays got the best of us, but hopefully our attempts to better serve our customers in the future will not go unnoticed
Hello,We have been in constant email communication with *** about this situationHis order was stuck in customs clearance and we did our best to push it along but there is only so much a company can do in regards to customsWe have refunded him the shipping costs already so shipping this order
was completely free because of this hold up that is beyond our controlWe state clearly on our website that any package has the chance of getting delayed because of customs reasonsWe have also given him an additional 10% coupon for any future purchaseAs a small company this is the most that we can do to offer a customer for this annoyance of delayThe package has now been delivered on September 1st, as shown in the *** tracking report attached to thisWe are sincerely apologetic for the hold up and hate that customs is such a pain but we hope that we have made this right at this point and hope that *** enjoys the long awaited products. Thanks, Moment Team
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI understand that it's the holidays and that shipping my be affected because of itI will agree to disagree with mostly everything else that this business stated in their reply.Sincerely, *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].This matter is not yet fully resolved until receipt of the items purchased.
Sincerely,
[redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
Hello,
This customer has emailed us as well.
On the Moment website, we have a page for each product where we display the product, discuss the features and show photo examples with and without the lens. We are upfront about the value of the product, how it works, and the value the customer...
receives. You can see the Tele lens page here for example. https://momentlens.co/shop/tele-lens/#tele-lens
On each product page we also link and describe a separate getting started page where we show the product being installed, used, and including lots of example photos/images shot 100% with that lens. The tele lens getting started page is here: https://momentlens.co/getstarted/
In addition on every product page we link to our returns policy is public. We offer 100% returns unless the product has been used or shows signs of use. If used we offer a 50% refund because we have no way to resell used products. That page is publicly posted here. https://momentlens.co/shipping-returns/
We understand the customer doesn't like the product, but to call us fraudulent just isn't true. We have successfully served tens of thousands of customers and take fraud very seriously. We make sure everything is up front before purchasing about the products, how to use them, and how to refund them.
Thank you,
Marc
[redacted] reached out to us via email on July 15th and we responded within 30 minutes (screenshot attached) It appears his email provider is not delivering our emails which has exacerbated this issue.His order was processed normally and attached tracking information shows delivered as of Monday July...
17th (screenshot attached).Given that [redacted] said he has not been receiving our emails, we have reached out over phone as well to go over this situation, and are currently awaiting his response on the delivery this past Monday.