Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/24/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a frequent online customer of Mac and Moon (baby clothes) managed by Kanopy Brands for the last 2 years. I had no problems until recently (August - present) at which time I was unable to get a response from the company. ************ has no published phone number and did not respond to my emails. I then called and emailed their distribution arm Kanopy Brands *************) and also received no response. The phone number is answered by voicemail with promises to return calls, but there has never been a response to my messages.They have not acted on a return that met all their return criteria, and they have not shipped or communicated regarding a weeks-old order on which they immediately processed my payment. I am simply trying to reach someone who can address my concerns, but they are unreachable.

• Initial Complaint

  Date:06/21/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Made a purchase of baby clothing items on 2/2/2023. I completed their return process within the 30 day return window on 2/28/2023. I followed all of the return instructions including putting the order number on the outside of the box and on the inside. The items I returned were never worn or opened, tags still on. I waited over 30 days, per their return page, before reaching out. I emailed customer service for the first time on 4/12/2023 and got a same day response asking for details because they could not find that the return was processed. I provided the detailed information they asked for via email on 4/19/2023. At this point, communication with them stopped. I have not gotten a reply since 4/12/2023 and have attempted to contact them via their customer service email, the company's email which was listed on their ******** page, and via ******** messenger. I am including all of the communication attempts. Also, here is the return policy from their website that I followed: ****************** Policy Shipping In The U.S.We strive to ship all orders as soon as possible, regardless of the form of shipment from our warehouse in *******. Orders placed on weekends and a holiday will begin processing the next business day. We inform you that during special events and holiday times we can take up to 5 business days to process your order. Factors including the amount of current orders, stock availability, and other order exceptions *** alter this time. Orders shipping ground to the East Coast will normally arrive in 3-5 business days. Orders shipping to the West Coast will normally arrive in **** business days.Orders that require normal ground shipping will be shipped utilizing either **** 1st Class (less than 1 lb.), **** Priority Mail (up to 4 lbs.), or ********* Ground (over 4 lbs.) Shipping method is determined by the warehouse. .Note: We offer free ground shipping on all consumer orders over $60 shipping to the continental *************. Orders placed with the use of a coupon/discount that decreases the total amount below the $60 minimum do not qualify for free shipping. Order totals MUST be $60+ with the coupon or discount to qualify.Once orders are placed and payment is submitted, no changes can be made to the following: Shipping speed, change in quantity of items, swapping of different sizes or styles, addition of new items etc.Customers shipping to ******, ******, *********** and, APO-FPO's *** have longer delivery times due to limited availability of transportation and distance for transit.Returns We hope you love everything you order, but in case you dont, you *** return any product purchased on macandmoon.com within 30 days from the date of purchase for a full refund. After 30 days, a store credit only can be issued. Please know after 90 days we can no longer accept products and process a compensation method, either a refund or store credit.The returns must be in original packaging, unused (unworn, unwashed, un-altered) with tags attached. Original shipping charges are non-refundable. Along with the returned item(s), include your name, email address and order number or better yet the packing slip.We do not accept returns for items not purchased on macandmoon.com. If you purchased an Mac and Moon item from anywhere other than macandmoon.com, please reference the return policy of the company you purchased it from.Please send all returns to the following address:Mac and Moon/Kanopy Brands ********************************** ******************************************************************* **Please include your order number in a reference field on the shipping label.** Failure to include order number on label and within package *** result in processing delays.Customers are responsible for return shipping charges. We suggest, for your protection, that insurance be taken when shipping items back to us.Returns are processed end of week. Funds are posted within 30 business days after items are received and reviewed. We reserve the right for review of all items for original condition criteria. Items found that do not meet criteria will be resolved properly according to policy. Refunds are issued to your original method of payment. Shipping charges are non-refundable.

• Initial Complaint

  Date:11/09/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a few items on 10/18/2022, order #MM29360. On 10/25/2022, I received an email (attached) that 3 of the items were on the way, however one was out of order and I would receive a refund. I haven't received a refund for the item, 4-Piece Organic Pajama Set in Moon Print 1 5T, purchased at $20.99. I've also sent multiple emails as well as messaged the company on social media, ******** and Instagram.

  Customer Answer

  Date: 12/02/2022

   
  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.
  
  Sincerely,
  
  ***********************************