Moon Mountain Woods

I too have experienced significant dissatisfaction and frustration with Moon Mountain Woods. I purchased a door harp from NW Woodworking in Seattle and it warped within several weeks. I initially attempted to get this solved by NWW, but they had since closed their storefront. I reached out directly to Moon Mountain and was told that "this is a common problem", and that he would charge me for any repairs "that would likely be more expensive than a new one".

This complete disregard for customer satisfaction and backing of one's product is unbelievable. Even if this had been a one-off issue, it should have been handled by Moon Mountain. To both acknowledge that it is a chronic issue and have the temerity to suggest a repair that he acknowledges is probably going to cost more than the original item is ridiculous. I really liked his work, as did my wife, for whom this was a gift. But the item is flawed, and the customer services is fatally flawed. I'm extremely frustrated and disappointed. A $135.00 door chime shouldn't fail in 6 weeks, and if it does the problem should be solved by the craftsman.

His above posted responses don't surprise me at all. An all caps, rude and disdainfull response that includes personal attacks (Get a real meaningful life? Seriously? What are you, 12?). Childish, unprofessional, and sad.

I'm delighted to post my name...Scott Collins

Review: On July 9, 2014, I bought a door harp ($88) from [redacted], Moon Mountain Woods, Grass Valley, CA. On July 11, 2014, it was shipped via [redacted] to my address in Florida. I also bought a door harp from another company so my mother would have a choice. She chose the harp from the second company since it had a smooth texture and a mellower sound. I contacted [redacted] about returning the door harp. His answer was "...I do NOT take back door harps once they are sold. Give it to someone else!" I responded that a customer can't know what they are buying until they see and hear the merchandise; that he shouldn't be in business if he didn't care whether or not customers were satisfied; that I intended to return the item via [redacted] and expected a refund. Mr. [redacted] responded, "You bought it, you deal with it. I couldn't care less about Revdex.com. and your stupid threat."Desired Settlement: Customers shouldn't be forced to keep something they don't want. If an item can't be returned, that should be stated from the start. Running a business like this is pretty much stealing when the owner clearly knows the customer does not want his merchandise. It will cost me money to return the item to Mr. [redacted]. I was originally told there was no shipping charge, but it cost him $9.64 to ship the item, so a refund of $78.36 would be a fair conclusion to this mess.

Business

Response:

My response to this is that she bought from 2 different companies a similar item and thought she could buy one and send one back to the other company. That is either extremely arrogant or she feels ENTITLED to waste time and efort of my company yet to be TOTATALLY IRRESPONSIBLE FOR HER OWN ACTIONS. If you look at what she said HER WORDS not mine, from the very get go she planned on keeping one and returning the other. She did not plan on buying the item in good faith as most any descent customer would, but intentionally planned on keeping one of them and returning the other. If every person did that a business would go broke or they would have to raise the price above what people could afford to pay for an item. SHE IS TOTALLY WRONG WITH THAT ATTITUDE!

If you look again at the dates involved you will see that I was very prompt with shipping her perfectly good item that I make. I take pride in serving all my (mostly wholesale customers) customers with a very good product and st it the same or next day.

There was nothing wrong with the item. She said it did not sound as good as the other one-the item is a wood musical instrument like a guitar or piano that needs to be tuned to a desirable sound, I supplied her with a simple tuning wrench and how to adjust it. She also said the other had a smooth texture-every wood finish has a different feel to it-that is why people can choose the wood they like.

She says it would cost her to ship it back to me-DA! Of course it would.

She noted that it cost me $9.64 from the price of $88. And that she wants$78.36-How about a normal business charging at least $25. For returns/re-stocking/

I WILL NOT GIVE THIS WOMEN A REFUND-SHE NEEDS TO GROW UP AND TAKE RESPONSIBILITY FOR HER ACTIONS AND [redacted] BEHAVIOR, whining and complaining to you in order to her way is the wrong position for you to take. This country is becoming is irresponsible for themselves and feel entitled to act and do things anyway they want without any direct real consequences put on them. She is looking for any loophole or way out of being responsible for what she did!

I did NOTHING WRONG! If you look on my website- click on the average retail prices and the first sentence there says the shipping is included with the price. If she had bought one from any of my retail shop stores that I sell to they would have then also charged her for tax and shipping. And all of these retail shops have a slightly higher price on each of my items than what I post on my website.

THE Revdex.com is a fine company and I do not have anything wrong with what you do. This business has been around for over 35 years with continued sales to individuals and retail shops, I have owned it for 9 years now! This is the first and only time anyone has wanted a return because they bought a different one instead. If she needs it back to me I will notify you for what to do next.

Thank you for assistaing,

Consumer

Response:

I am rejecting this response because: I did buy 2 items so my mother could have a choice for her housewarming gift. A choice in how it looked, sounded, and felt. Buying 2 items is called comparison shopping and it is done in good faith. When you buy online there is always a chance something won't work out. She chose the other because she thought it had a mellower sound, the wood was smoother, and the color better matched her door. Buyers should not be forced into accepting an item they do not want. There was nothing on the seller's website that said a purchase was final, with no possibility of return. Being in business for so long, one would think he would want the customer to be satisfied. I returned the item in good faith, I deducted his shipping cost from my request, so there is no cost to him. People shouldn't be brow-beated into buying something they do not want and I shouldn't have to pay for an item that was returned. Thank you.

Business

Response:

I do not subsribe to this womens thoughts on buying an item that is in perfect condition and was described accurately on my website and then returning it. My very little business for the last two years has lost money and I should have had the sense not to continue it- but I still try. She talks about customer satisfaction yet there is none because she was only looking to buy one or the other. She has returned the item to me in good condition, and as I stated in my written form I need to know what else to do now that she has returned it. In my short 9 years of doing this business I have never been confronted with such an attitude like hers. If there was something wrong with it I would replace it with another, but to give a refund when nothing is wrong with it ???? Again, ALL businesses charge at least $25.00 return/re-stocking fee and she KNOWS this from her many past buying experiences if this is what she normally does.

I have lost my faith in people and business transactions because there seems to be a lack of personal responsibility for their actions. She knew she was going to return one of them and that does not seem to bother her!

Please advise!

Consumer

Response:

I am rejecting this response because: Buying online is not the same as buying in person. An online buyer should be able to look at and compare items to be able to select the item s/he wants. If you are buying a blouse, you might order 2 sizes so you can choose the one that best fits you. One goes back. This is not personal. The only way to see if you want something online is to order it and look at it. The item was returned in good faith. I am only asking for a refund of the amount purchased, less his shipping costs, so it hasn't cost him a penny.

Business

Response:

this is totally rediculious! LADY YOU ARE GOING SO FAR OUT OF YOUR WAY TO BE A [redacted] AND WANT A REFUND ON SUCH A SMALL AMOUNT, YOU COULD HAVE DONE MANY OTHER THINGS WITH YOUR TIME AND ATTITUDE AND PLEASED SOMEONE ELSE WITH A GIFT. I can only hope that I never have to deal with such an awful person as you ever agian. Your refund will be sent out this week.

GET A REAL MEANINGFUL LIFE IN THE MEAN TIME!

END OF DISCUSSION!

Consumer

Response:

[redacted],

I'm sorry. There were so many angry messages through this process, I didn't realize he agreed to make a refund. Of course I accept, and I apologize for not reading more thoroughly. I was skimming the last few messages because there was so much anger involved. Again my apology. Thank you for your help with this. I really appreciate it.