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:04/09/2025

  Type:Service or Repair 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.

  On December 31, 2024, I purchased an Omron Portable MicroAir Nebulizer (device that assists with breathing) online from the Moovkart Company. I used my **************** card to make the purchase, which cost $222.45. The nebulizer arrived about a week later and did not work. I have used nebulizers, including Omron nebulizers, for many years, so I was familiar with their use. I tried calling the company, left numerous voicemails which remained unanswered. Due to my medical need to have a nebulizer, I had to purchase one from another source. I therefore needed to return this defective nebulizer to Moovkart and receive a refund. About a month into my efforts to reach them, I finally received a phone call from a Moovkart customer service representative and was asked to send them a video clip demonstrating how the device was defective. I did this within a few days, and never received a response despite numerous emails and phone messages. It has now been two months since I sent the video clip and sent emails and phone messages.

  Business Response

  Date: 04/13/2025

  Dear BBB Representative and Valued Customer,

  We appreciate the opportunity to respond to the concern raised.

  
  We would like to clarify that we had previously attempted to contact the customer to assist with her return. Unfortunately, at that time, the customer was on vacation and her phone was not reachable, which prevented us from proceeding with the return process.

  
  Subsequently, we made additional attempts to reach her via phone but were again unsuccessful. However, we always prioritize our customers experience and satisfaction. When the customer raised a dispute through her bank or credit card company, the full amount of the transaction was refunded from our end as part of the chargeback resolution. Based on our records, the credit card company has already returned the amount paid to the customer.

  
  We kindly request the customer to contact her bank or credit card provider directly for any further clarification regarding the refund status. From our side, the refund has been completed in the form of the chargeback.

  
  As the order amount has now been returned to the customer, there is no need to ship the product back to us. To avoid unnecessary return shipping and handling charges, the customer is welcome to discard or donate the item at her convenience.

  
  We sincerely hope this response resolves the concern. Should the customer need any further assistance, we encourage her to reach out to us directly or continue communication via the BBB.

  
  Best *****************start="1576" data-end="1579"> MoovKart Customer Service

  
  

  Customer Answer

  Date: 04/14/2025

   
  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.

  I would like to note the following:

  I did not receive voicemail messages from Moovkart.  They claimed to have called me but their phone attempts may have been stopped by my "scam phone" service provided by my cellular provider (*******).  I wondered why they never left voicemail messages.  They also could have emailed me - I obviously provided my email contact whenever I emailed them, as well as when I left voicemail messages

  This letter indicating credit to my **************** account was the first time I was made aware that I received a refund.

  Thank you

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

• Initial Complaint

  Date:08/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 ordered a ****** for my Mom from Moovkart and it was delivered. After delivery we quickly realized it's not the right size. I called and emailed Moovkart to ask for assistance with purchasing another one that's a bigger size only to not be assisted. They called to confirm address before mailing it but when I asked for return options to purchase another one because it is too small. I was told nothing could be done to assist me. As a disabled veteran myself I ask for assistance from the Va and receive help. My Mom is a civilian and her health insurance dictates how little they will help all the time. So that is why I am out here trying to help my disabled parent. Since she still needs a bariatric ****** I guess I will have to find a local place for assistance. I had hopes Moovkart would help since I ordered the first one from them and wanted to purchase a bigger one since she liked that style. Again I was told no with no further options given. I now realize that this company must be scamming people. I have additional emails and receipts of us mailing it back due to not being able to use it due to its size. Since I called and emailed for a return option and made numerous calls & left voice mails to Moovkart P# ************. They responded to the voicemails via email stating we will call back. I did not receive any phone calls back from the above number like in the beginning. So on my fixed income I had to pay to ship it back to where it came from on my dime costing me $151.24. Again I was not given any option for assistance on returning it for a bigger ****** which is what is needed. Also, I still have to purchase a bariatric ****** for my parent.

  Business Response

  Date: 10/07/2024

  Please see our response documented in detail in the attachment. Please review and let us know if you need additional information in this regard. Please advise if we need to respond to this complaint on the BBB portal as well.
  
  Thanks & Regards,
  Customer Support Team
  MoovKart LLC 
  Contact us@ +1-971-999-2342

  Customer Answer

  Date: 10/08/2024

   
  
  Complaint: 22163382
  
  
  
  I am rejecting this response because: They have not refunded me for shipping cost & could have been avoided. I left voice mails, sent emails, filed a BBB and only after filing with The State of Oregon did they reply. We still had to rent and later will have to purchase a walker outside of moovkart. I used afterpay to pay for the walker so there was no fraud on my end. They finally refunded me for 2 payments that I paid on after pay so thank you for that. I am waiting on the remainder for shipping cost minus your restocking fee.
  
  
  
  Sincerely,
  
  
  
  Nakita Oppenhammer

  Business Response

  Date: 10/09/2024

  A review of the emails will clearly show that we reached out to the customer in August and September, before she contacted the State of Oregon.
  
  We completely understand the customer's concerns and have been proactive in trying to resolve the issue. Despite our best efforts, the lack of response from the customer has led to the current situation.
  
  We acknowledge that Nakita paid $151.24 for return shipping, and since she agrees to the deduction of the restocking fee, we are prepared to reimburse the remaining $113.43. We can do this via Zelle or a wire transfer. To proceed, we kindly request the customer to provide her bank account and routing details or a mobile number for the Zelle transfer.
  
  Additionally, once this matter is resolved, we would appreciate it if the complaint is removed from the BBB portal and withdrawn from the DOJ/State of Oregon.
  
  Please let us know if BBB and the customer agree, and we will proceed accordingly.
  
  We are committed to ensuring our customers feel secure and satisfied when shopping with us, just like the thousands of others who enjoy the freedom provided by our mobility equipment.
  
  We hope our customer chooses to shop with us again in the future and allows us the opportunity to assist with their needs. We wish them the very best in health and happiness!
  
  Thanks & Regards,
  Customer Support Team
  MoovKart LLC