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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:05/23/2023

      Type:Delivery Issues
      Status:
      Unanswered
      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 placed an order for Black Midnight Fever Roller Skate on March 25,2023 for $228.44 with the expectation of delivery 3-5 days after purchase. It is now May 23, 2023 and I have not received the skates I purchased. The company provided a 3rd party secured tracking email for the company “Route” for me to track my purchase. But no shipping confirmation was provided. I emailed the customer support email at the bottom of my order confirmation email for details/updates for my purchase. I went to the Moonlight Roller website customer service tab and inquired about my purchase 3 times with the automated chat feature with no response outside of “order awaiting fulfillment”. I contacted the company via instagram with no response as well. I am very disappointed with the company as I have previously purchased skates from them with no issues. At this point I just want a refund so I can purchase skates elsewhere.

    • Initial Complaint

      Date:05/23/2023

      Type:Delivery Issues
      Status:
      Unanswered
      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 Moonlight Roller skates on 4/15/23. It is now 5/23/23 I have received nothing and the company email is now coming back not found. The auto reply text still says my order is being processed but we are way out from the 1-2 week processing that was promised. The order can not be tracked. I believe they took my order and my $225 with no intent of filling it

    • Initial Complaint

      Date:05/18/2023

      Type:Delivery Issues
      Status:
      Unanswered
      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 a purchase online through MoonlightRoller  .com on 4-23-23, order #*****, for one pair of size 4 Mirror Ball roller skates, totaling $197.50 which was charged to my credit card. I received an email order confirmation from the company that same day as well as a second email from Moonlight Roller via Route stating that my shipment will be secure with Route, allowing me to track my order once it ships. Those are the only 2 communications I have had from this company. My order never shipped. I have tried multiple times to email the company to cancel my order by replying to the emails I have received, attempting to use the chat/message function on the website which does not work, and attempting to call them with the number listed on the BBB website which says it is no longer in service. I also found on the BBB website other complaints about this same thing happening to others. I would like the $197.50 to be refunded to my credit card.

    • Initial Complaint

      Date:05/12/2023

      Type:Delivery Issues
      Status:
      Unanswered
      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 placed an order in April and have received no updates. According to the app used for tracking there is no resolution until a shipment date is provided. On their ********* page it is noted that several orders were lost and they are updating their store from a physical to strictly online, however the comments are full of people who have a similar problem. My order number is #***** and it was placed April 9 2023. I have emailed the support line multiple times without response.

    • Initial Complaint

      Date:05/11/2023

      Type:Delivery Issues
      Status:
      Unanswered
      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 March 2nd, 2023 I placed an order with Moonlight roller. I had looked up reviews of the company (on *******) which had shown only positive reviews. I paid $208 for 2 pairs of skates plus shipping costs of $48. I recieved the group email a week later saying all skates would be shipped on 3/21/23 and they would be giving all orders for March and February a 20% discount on their orders and refunding the shipping costs. Neither of these things happened and I began my fruitless attempt to contact the company. I emailed, used the chat on their website, social media platforms including ********* and ********. After 2 weeks without a response I requested a refund. Again I recieved no additional information and my refund was never processed. On April 21st I reached out to my bank to dispute the charge on my account. As I had heard nothing and nothing had been shipped by this time. Wouldn't you know it they responded to my bank extending the dispute time to July 22,2023. It is not May 10th ,2023. My order still shows paid/unfulfilled. Not even shipped or refund requested no change in status in 2 months. I am now out $259 until my bank completes the dispute, hopefully in my favor. This company is a scam and whatever you do DO NOT DO BUSINESS WITH THIS COMPANY!! Ypu will never see your skates or a refund again and will have to wait months for your bank to help you out!! Let my mistake be a warning.

    • Initial Complaint

      Date:05/05/2023

      Type:Delivery Issues
      Status:
      Unanswered
      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 placed an order for 2 pairs of skates on 2/17/23 and paid a total of $373.88. My order is #*****. It is now May and I still have not received my order. I have tried contacting them by using the chat option on their website, emailing, and messaging them on social media and they have refused to respond to me for weeks now after several attempts. At this point I just want a refund. Even if they do finally decide to ship I will not receive it; I had to very quickly move houses last month to escape an unsafe situation and am not able to contact the current resident to have anything forwarded, and Moonlight Roller is not responding to my attempts to change the shipping address or even find out when they plan on shipping my package. This is unacceptable, people are paying a lot of money to be scammed by this company.

    • Initial Complaint

      Date:04/24/2023

      Type:Delivery Issues
      Status:
      Unanswered
      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 rollerskates in February - the shipping time was not honored but I waited for additional guidance from the seller. They sent another email apologizing and telling those who purchased skates between end of January and middle of March that they would receive a 10% discount on the order, a refund on shipping, and their orders would be shipped out by the following Thursday (Which would have been March 23, 2023)

      I didn’t receive the discounts or refund promised and then didn’t see a shipping update until April 4th.

      My shipment has been in pre-shipment since April 4th and **** has not received it.

      So - my original order date was February 15th - no update was given until March 15th, and then my skates have been in shipping limbo without the discount or refund promised since April 4, 2023.

      The owner has also been turning off the comments on social media, ignoring dms, and disparaging people for asking for refunds.

    • Initial Complaint

      Date:04/24/2023

      Type:Delivery Issues
      Status:
      Unanswered
      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 online via Moonlight Roller web site on April 9, 2023. I received confirmation of the purchase. I also received a link to Route, a tracking site, and a statement that my purchase was being readied for shipping. I made the purchase based on the availability of the product and the promised shipping within 3-5 days. As of today, 4/20/2023, I have no skates and I am unable to get in touch with anyone at this company to resolve my issue. The phone number is not a working number; no human monitors the chat box, and there is no email response other than an automatic email response to your chat complaint, which takes you right back into the same loop. I made the purchase through *******, so am currently only out $55.95. I have stopped the auto pay feature and filed a dispute with ******, the parent company to *******, as I am most concerned about a bad mark on my credit rather than a refund. I want to somehow cancel this purchase so I do not have to pay for a product that doesn't seem to exist. The tracking provided is through Route, which shows that there is no info available as the order has not been made available to them and has not been shipped.

    • Initial Complaint

      Date:04/13/2023

      Type:Delivery Issues
      Status:
      Unanswered
      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 3/24/26 I made an online purchase of a pair of "in stock" roller skates with a shipping estimate of "3-5 business days" that cost me $230.83 (Order # *****). It is now 4/12/23 and I have not recieved my order, nor any update on the status of my order. They sent a tracking number through some 3rd party company called "route" and the app I had to download still shows "tracking not updating" - "waiting for eta". There is no phone number listed for Moonlight Rollers customer service. I have sent numerous messages through there chat function as well as there "contact us" option asking about my order and also requesting to cancel it, and although the automatic reply states someone will respond to my concern in 12-24 hrs, I have NEVER heard back from anyone. I also have sent customer servce requests through the "contact us" function a I believe this company has gone out of business and is fraudulently accepting online orders without delivering the product. They are stealing. I have requested to dispute the charges through my credit card and I hope I can at least get my money back.

    • Initial Complaint

      Date:04/03/2023

      Type:Delivery Issues
      Status:
      Unanswered
      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 a purchase at this business on 03/14/23 (order number *****) for one pair of skates and toe caps for $145.50. Shipping was a total of $36.98 and tax was $14.91 for a total of $197.39. Shipping was supposed to be 3-5 days and the only option they had which is why I agreed to pay the premium price. A couple days later they sent out an email explaining that they’ve been having problems and there will be a delay but that all orders will be sent out the next Thursday (03/23/23). I’ve reached out multiple times on Instagram, their customer service on the website, through email and I’ve gotten no information but empty promises to get back to me within 24-48 hours. No one has contacted me with an update and it is now 4/2/23 and still nothing. I went to read comments on their latest ********** post and people have been wondering where their products are and the company has been saying they shipped them while the shipping companies say no such thing has happened. It’s been really stressful as a college athlete-student I’m working a part time job and I put a lot of money up and I’ve been excited to receive my skates but with no communication, lies being told and no updates that excitement has turned quickly into frustration. They also made some promises to give us a discount and refund our shipping costs (which I also contacted them multiple times about) but still nothing.

    Moonlight Roller is NOT a BBB Accredited Business.

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