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Moonlight Feather

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Moonlight Feather Reviews (2)

Ms B[redacted] did indeed place an order with us on April 1. The package was delivered to her on April 3rd. I had an investigation launched with her local post office in Salt Lake City. They responded with the detailed tracking information attached and the GPS location of the destination scan. She told...

us that the mail box was open when she went to get her mail and nothing was inside. Unfortunately, insurance does not cover a package that was delivered and then later lost through either negligence or theft. We responded to every email and phone message she sent us, but it did not help to explain this fact to her. We understand that packages can be stolen. As a courtesy to our customers who are a victim of theft, we offer to cover 50% of the replacement cost of the goods.  Ms B[redacted] chose not to take advantage of this. I truly want to help her in any way possible, but am having a difficult time communicating with her due to her passionate nature and colorful language. After reading through the email correspondence very carefully, it does appear that one comment made by our customer service rep could be loosely understood as a promise to cover the cost of her order. Based on this, I was able to give her a full refund. It is not our policy to refund on packages that have been delivered and this instance is not covered by insurance. I have chosen to take her word for loss rather than assume the opposite. I wish her all the best in her future endeavors.

Review: I ordered from Moonlight feather last month, and I never received my order. I contacted them and it took about 3 emails for them to answer me, Ruby was the person I was talking to up until today when the president of operations replied to me. She told me that I would be able to get a refund and again I have emails as proof, she sent me an affidavit to send back after 30 days. I emailed them back 30 days later, and was ignored, about 3 or 4 of my emails went unanswered. Finally I get an email back asking if I had filed a claim with USPS, I replied back and no answer, I emailed her 5 more times, finally she answered that I did not qualify for a refund because the package was marked as delivered, I emailed her back angrily, it probably wasn't the best wording I was really angry that she had led me through all of that and I didn't get a refund. I sent a 3 more emails asking why and finally I get the president of the company to respond to me, he said I didn't qualify to file a claim with USPS because they went through a third party insurance, well then why did Ruby ask me if I had filed a claim with USPS or tell me that I qualify for a refund to begin with. It doesn't state on the shipping page anything about if a package is marked as delivered that you won't receive a refund, or anything about a third party insurance provider. He sent me the link which is at the clear bottom of the page with the terms and conditions which is more reading than anybody does. I mean honestly who reads those 5 links down at the bottom of the page, I have done it maybe once. No statement of anything on the shipping page again, just that your purchasing insurance if you pay the 1.75 extra. I know that this was USPS fault to begin with but the beyond horrible customer service experience, they confused me to the very end and only the very few final emails were what I needed to hear from the start of the whole process. Again I have pictures if you need them of the emails with everything that has gone on with them.Desired Settlement: I just want a refund of what I paid for the feathers. This is the worst customer service experience that I have ever had in my life, I was ignored, and the emails that I did receive up until the last few were very confusing and I was told from the start that I could get a refund and that is what I was lead to believe for a month and then ignored some more and finally the truth about 15 emails later.

Business

Response:

Ms B[redacted] did indeed place an order with us on April 1. The package was delivered to her on April 3rd. I had an investigation launched with her local post office in Salt Lake City. They responded with the detailed tracking information attached and the GPS location of the destination scan. She told us that the mail box was open when she went to get her mail and nothing was inside. Unfortunately, insurance does not cover a package that was delivered and then later lost through either negligence or theft. We responded to every email and phone message she sent us, but it did not help to explain this fact to her. We understand that packages can be stolen. As a courtesy to our customers who are a victim of theft, we offer to cover 50% of the replacement cost of the goods. Ms B[redacted] chose not to take advantage of this. I truly want to help her in any way possible, but am having a difficult time communicating with her due to her passionate nature and colorful language. After reading through the email correspondence very carefully, it does appear that one comment made by our customer service rep could be loosely understood as a promise to cover the cost of her order. Based on this, I was able to give her a full refund. It is not our policy to refund on packages that have been delivered and this instance is not covered by insurance. I have chosen to take her word for loss rather than assume the opposite. I wish her all the best in her future endeavors.

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Description: FEATHERS, FEATHER GOODS, INTERNET SHOPPING

Address: 1860 Eastman Ave., Ste 111, Ventura, California, United States, 93003

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