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Business Profile

Skating Equipment

Moonlight Roller

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Skating Equipment.

Complaints

This profile includes complaints for Moonlight Roller's headquarters and its corporate-owned locations. To view all corporate locations, see

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Moonlight Roller has 2 locations, listed below.

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    Customer Complaints Summary

    • 33 total complaints in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/21/2023

      Type:Delivery Issues
      Status:
      Unpursuable
      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.
      Purchased on 3/24/23
      Asked when it was expected to go out for delivery because it said it still hadn't been shipped on 5/4/23(never got a date just an automatic email response only saying thanks for reaching out)
      Asked for a refund on 5/10/23(again got an automatic email that said they'd review it...never got a follow up after that)
      Filed a dispute with my bank shortly after...they didn't get a shipment date or tracking number but still denied my dispute.
      I would like my refund or a tracking number AND shipment date. Because I DID NOT receive the product. The product was one pair of size 6 roller skates.

    • Initial Complaint

      Date:08/10/2023

      Type:Delivery Issues
      Status:
      Unpursuable
      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 pair of skates more than 5 months ago. We have tried to get in contact repeatedly via phone, app, email, and website. I have note received my order, tracking or any resolution.

    • Initial Complaint

      Date:06/30/2023

      Type:Delivery Issues
      Status:
      Unpursuable
      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 pair of roller skates from moonlight roller on 4/15/23. The skates cost $212.50. I received a confirmation email with confirmation # *****. I also received a notification from Moonlight Roller via Route that stated it would provide me with a tracking number when my order shipped.

      I received no other communication.

      I reached out to them via email on 4/26/23 requesting an estimate on when my order would be shipped. I received an automated email asking me to submit my inquiry via the chat box on their website.

      I submitted an inquiry via the chat box on 4/30/23. It stated I would be contacted in 24 hours but received no further communication.

      I used the chat box again on 5/9/23. And this time I received an email 24 hours later saying they could not find my order number.

      I thought that maybe since I used a hide my email address that they wouldn’t be able to find my order. I said as much but received no further communication.

      At this point I should have followed up with my bank, but because they are custom made skates I thought it just took some time.

      I consistently tried using the chat box but was met with the same dead end.

      I checked the website again on 6/5/23, and it was shut down. I emailed them again via the confirmation email and have received no response. I also sent them a message via Instagram on 6/8/23 and received no response.

      At this point I would just like my money back.

    • Initial Complaint

      Date:06/23/2023

      Type:Delivery Issues
      Status:
      Unpursuable
      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.
      My teen daughter saved money for a pair of roller skates. The skates were $212.50 and purchased through Moonlight Roller. We paid through ****** as that was the only accepted payment option. We have yet to receive the skates. Moonlight Roller’s webpage is no longer active and our emails are being returned to us. I want a refund.

    • Initial Complaint

      Date:06/13/2023

      Type:Delivery Issues
      Status:
      Unpursuable
      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.
      Date of Transaction: Monday, February 20 2023
      Order Number: #***** Name on Order: ******** ***** Amount: 15.79
      Items:

      1. CORE Laces by Derby Laces × 1
      Pink Periwinkle / 96in (244 cm)

      2. Rose Glow in the Dark Vegan Toe Caps × 1 Rose

      Notes: I ordered two items from Moonlight Roller and never received them. Multiple emails have been sent with no response. Looking for my items or a refund

    • Initial Complaint

      Date:06/09/2023

      Type:Delivery Issues
      Status:
      Unpursuable
      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 pair of skates on 5/5/23 and have tried everything to get in touch with this company. Today is 6/9/23 and I still haven't received any replies or my order. I'm absolutely disgusted with this company and the fact that they have obviously been robbing people for a very long time. I really was excited about these skates too,and I'm assuming I won't ever get them or my money back.

    • Initial Complaint

      Date:06/05/2023

      Type:Delivery Issues
      Status:
      Unpursuable
      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 April 21st I bought the Moonboot off the website. I got an email stating the order was received and my order number is #*****. On the 24th I got an email that the company was backed up and it would take about 72hrs for the order to be sent to the delivery company. It's now 6/5/23 and I would like a refund.

    • Initial Complaint

      Date:06/02/2023

      Type:Customer Service Issues
      Status:
      Unpursuable
      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 made an order with this business in April 2023, it is now June and I haven’t received any communication back. Their customer care service just bounces back, and my money is still in their hands. I really just want my skates, and I can’t even request a refund. I’ve been scammed by what I thought was an accredited company.

    • Initial Complaint

      Date:06/02/2023

      Type:Delivery Issues
      Status:
      Unpursuable
      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 $100 worth of merchandise on 4/25/23 and still have not received my products. I have emailed and sent messages to the chat asking about an update on shipping. I have received no response. The only email I ever got was an automated confirmation of my order. They don’t have an option to cancel the order so I will be disputing this on my credit card. Incredibly disappointed and will be definitely not be buying from them again if they ever fix these issues that clearly have been happening to everyone who has made a purchase recently.

    • Initial Complaint

      Date:06/01/2023

      Type:Delivery Issues
      Status:
      Unpursuable
      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 4/21/23 I purchased a pair of rollerskates for my kid.
      I paid $212.50.
      I have not received them and it is 6/1/23. They have not yet shipped.
      Order# ***** I have attempted to reach them to find out when they ship and/or to get my money back and no response despite three emails/instant messaging attempts.

      I want my money back. It seems they do this to lots of people.

    Moonlight Roller is NOT a BBB Accredited Business.

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