Complaints

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

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  Moonlight Roller

  Chattanooga, TN 37404-3552

• 

  Moonlight Roller

  7675 Owl Hollow Trl Mc Donald, TN 37353-4087

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:03/31/2023

  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.

  Feb 8 2023 purchased $284 worth of products from Moonlight Roller Website. My credit card was charged the very next day Feb 9 2023. It's been nearly two months and still haven't received the products I was charged for. I've reached out several times via chat/their ******** platform as well as customer service on the website inquiring about my order. No response from company up until two wks ago. Received and email stating I would receive a tracking number as well as return of shipping and a 10% discount for the inconvenience and products would be shipped no later than 3/23/23. It is now a week past the date and no product. I've tried to reach out via chat and email and ******** yet again and this time I'm not even getting an automated response. Several customers domestic and international are speaking out on the company's ******** platform with the same situation. The moonlight roller website is still allowing people to make purchases. This company is taking people's money and I can only assume it is a scam or fraudulent.

• Initial Complaint

  Date:03/20/2023

  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.

  I placed an order on November 25, 2022 for a pair of skates costing total 203.99. It is now March 17, 2023 and I still haven’t received my package or gotten any response about where they might be. The only response I got to my multiple emails and messages and chats was that the package had been shipped out and been lost by usps. They claimed that they would ship it out right away and it would take 3-5 business days. I requested a tracking number and never got a response after. I doubt that the package was ever lost to begin with since tracking says it has never been picked up by usps. I can’t say if they ever shipped the new pair since I never received any tracking information. I have also tired calling their number and it is disconnected. Sadly a lot of the messages I sent out on their faulty chat feature is lost. But I’ve never received an answer after February. I’ve tried so hard to be patient and understanding since I really wanted these skates but at this point I don’t know what else to do.

• Initial Complaint

  Date:03/02/2023

  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.

  To BBB,
  On February 3rd I placed an order with Moonlight Roller for a pair of new black skates. On February 8th I received the order and was shocked to see the condition my skates arrived in. I was sent defected skates, with blemishes all over, which I didn’t pay for. I decided to exchange the skates for a gray pair in full price condition. The Same day I issued a return/exchange form and paid a $30 fee for it. I waited for the return request to be reviewed and it never was. I was patient and sent another email on February 16th and again February 20th. I then sent a message on there website using their chat feature. I went as far as to message the company directly through their business Instagram, and still have never once been responded, nor reached out to as of present day. I paid full price of $239.78 for new skates and was given visibly lower cost defected skates, and paid an additional $30 for an exchange I was never given. I feel I was robbed of money as I gave to a company that did not provide what was advertised by them.

• Initial Complaint

  Date:01/25/2023

  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 purchased two pair of roller skates from this company for $558.70 that includes tax and shipping on 11/9/22 via internet. I received my order on 11/17, I noticed the skates were damaged/used/defective as soon as I took them out box. I took pictures and sent company email requesting them to remedy this situation. Company never responded to my email, they did not have phone number on website to call anyone. Finally, after no response I requested refund on 11/30/22. They sent email on 11/30 that my refund is being reviewed. Two weeks later on 12/13/22 they sent email saying refund request had been approved and to return items but the return address on email was left blank. So I went to website and used the business mailing address of **** ******* ***** ************ ** *****. On 12/22 I went to **** and mailed out both boxes. **** said that address was not able to have packages del'd for that business. One box was held at Chattanooga **** and someone from business picked up on 1/3/23 at 4:36pm. The other box was returned to me as undeliverable. I had **** resend box back to business on 1/13/22 and asked them to have box held at Post Office in Chattanooga til it was picked up. On 1/20/23 3:05pm someone from business picked up box. It cost me an additional $44.40 to return these boxes to this business. This business has constantly engaged in practices to delay issuing my refund by not responding to my initial email for almost two weeks, then by not approving my refund request for almost another two weeks and then by not sending me a correct address to send the returned merchandise to. Now they have the merchandise and still have not credited my account in a timely manner. They have had my money since 11/17, they knew that the merchandise was defective/used when they sent it out. They either thought I would just keep the damaged merchandise or it would take months before they actually had to refund my money with their stalling tactics.

• Initial Complaint

  Date:01/17/2023

  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.

  After trying to process a simple return, the company was sporadic, untimely, and unprofessional in responding to messages and attempts to contact them. I tried to send them their package 3 separate times only for **** to return the package to me for “Forward Expired” message. I had to constantly reach out to the company for updates and information regarding the entire process with little to no response. The company claims to have processed my refund but I have yet to see my money returned to my account.
  I held up my end and I returned the product, but I have yet to see my money.

• Initial Complaint

  Date:12/29/2022

  Type:Customer Service 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 purchased a pair of roller skates from this This business on 10/29/22. I rcvd an email stating that my item had been shipped on 11/14/22 in which I received the item on 11/16/22. on 11/18/22 I contacted the business Following their return process requesting to return for a full refund.I have found this company does not honor their return policy and has a terrible track record For responding to customers which ultimately makes any returns impossible. Below is a timeline of issue. I have tried to communicate with the company to no avail. I would like a full refund to include shipping fees of which I've sent 2x back. $269.Extremely poor business ethics and values. I have posted complaints in regards to this situation and found many others are experiencing the same type of service as well.Order ********** ******** Original order date: Oct. 29th, 2022
  Shipping Date: 11/14/22
  Received Date: 11/16/22
  Request to return: 11/18/22 - auto response received stating to use new email return system.
  11/21/22 received an email confirming receipt of rma request stating my request will be reviewed.
  11/26/22 email sent asking for status. Also sent online chat - no response.
  11/30/22-sent follow-up email and chat. No response.
  11/30/22-sent email advising sending back order b4 company tries to dishonor return using excuse past 30 days. Shipped order to original address company shipped from 2 day delivery. Included all email communication - item returned back to me return to sender.pppp
  12/16/22-recvd email stating rma approved but omitted return address. Email and chat sent again - no response.
  Also recvd notice my order was paid off.
  12/21/22-another email sent-auto response recvd also sent chat- finally immediate response apologize saying some web browsers omit return address. Provided return address and shipped back to Moonlight.
  12/27/22-Moonlight refused to accept my return - sent back to sender.
  12/29/31-receive notice from **** stating item being returned back to customer.

• Initial Complaint

  Date:12/28/2022

  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.

  I purchased a pair of Moonboots on November 25th, 2022 (order #*****). I received a notification on November 28 that my item being prepared to be shipped with a **** tracking number attached (**********************). Now, it has been over a month and my item still says that it has not yet shipped and there is not anyone in the company who has even been able to communicate back with me properly. I have tried to contact someone via their website communication box, emails, and even ********* messages. This is infuriating considering I purchased these as a Christmas gift and now the company has not only taken my money, but they refuse to communicate with me.

• Initial Complaint

  Date:12/12/2022

  Type:Customer Service 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 purchased a pair of skates a size smaller than a pair I received as a gift to check if the next size down would be a better fit. It isn't and I am *trying* to return this pair before their return window closes. I submitted a return request, as directed by their website, and haven't heard ANYTHING in return. I have emailed 2 more additional time and submitted a message on their website AND tried their chat feature. Nothing, no response, no help -- nothing. They do have a published phone number either -- I wonder why??
  
  I can't believe this awful customer service. The website says 1-2 days...it's been a week and I am away for the holidays and must ship before I depart.. You can't reach anyone and no one replies to the email. I NEED A RETUN APPROVAL AND LABEL IMMEDIATELY.

• Initial Complaint

  Date:12/09/2022

  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.

  I placed an order (number #*****) on November 28th for a pair of skates and an emergency kit all in all totalling about $245.91 USD. It is supposed to be a Christmas gift so I made sure to order a skate that was listed as in stock and went with their standard 3-5 day shipping option. It's now December 9th and I have not received anything. The status of the order on their site says "Fulfilled" the status on the USPS site says shipping label printed, waiting on package. The status has been like this on both sites for almost 2 weeks now with no change on either. I contacted them early this week and was told my order should ship this week. It is now Friday and I tried all day yesterday into today trying to contact them but I have not heard anything back. I'm going out of town in 6 days. I will not be here to receive the package and need them to ship the package out now or change my delivery address. Neither of those are possible if they refuse to respond to my messages.

• Initial Complaint

  Date:11/14/2022

  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.

  In early 2022, I purchased a pair of roller skates from Moonlight Roller. The skates were $250.00, plus $23.99 shipping, so I paid a total of $273.99 for the purchase.
  
  When I went to use the skates for the first time, one of the toe stops (front brakes) fell off completely. When I tried to put it back on it was too loose and just kept unscrewing. It looked like a bolt held the toe stop in place. The bolt end looked stripped even though I had never touched it. I did not have the right tool to tighten the bolt.
  
  I took the skates to my local skate shop and even when the store representative tightened the bolt it didn't hold the toe stop in place. She said that it is stripped inside where the brake screws into the plate. She said it was faulty and suggested contacting the seller to see if they could fix it.
  
  I reached out to Moonlight Roller customer service on 9/17/22 explaining the situation. I received a reply suggesting that I get some nuts and washers to hold the toe stops in place. The skate shop personnel I had talked to said that **could** be a temporary measure but she said she wouldn't recommend it long-term because that's not what the skates were designed for. So, I asked the customer service at Moonlight Roller if she could confirm this was the case.
  
  I have been following up ever since and have reached out to the company 7 times in total - asking, whether the bolt and washer should be ok to use long-term, and if not, then whether Moonlight Roller will replace the plate on my skate, since the skate was defective upon receipt. I have not received a clear answer to either question and my last 3 emails did not receive any reply.
  
  Since Moonlight Roller sent me a defective product, for which I paid $273.99, and since the company was not able to confirm that nuts and washers can be used long-term to hold the toe stop in place, I would like Moonlight Roller to replace the skate plate on the defective skate and to pay the shipping costs to do so.