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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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/17/2022

      Type:Product 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 a pair of skates that costed me $121.47. I followed the size guide on their sight and received a pair that doesn't even come close to fitting me. They do have a return and exchange policy. I have been attempting to contact them for over 2 weeks about this and have got no response. Upon doing some research it seems this is happening to several people and many have not received their orders at all. It seems that the owner fired the staff and is still taking online orders and there is no customer service and the number online says it's out of service. I want a refund on my skates. I'm happy to provide more information if needed.

    • Initial Complaint

      Date:10/07/2022

      Type:Product 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 refund has not been processed for roller skates. They received the return package 10/4/22. The last correspondence I received from them 10/6/22 saying they would check the Post office for the package.

      I have written several letters re: refund $212.50 refund and the acknowledgement of receipt of return pkg. No response...

      I am requesting my return be processed as soon as possible.

      ***** *********

      *****,

      Im so sorry about this delay. We will check in at the Post Office about your returned package and once we have it, will issue your refund.

      Best,

      Team Moonlight

      On Mon, Oct 3, 2022 at 11:14 AM Moonlight Roller (Shopify) wrote:
      You received a new message from your online store's contact form.
      Country Code:
      US
      Name:
      ***** *********
      Email:
      ******************
      Body:
      Hello Moonlight roller, I have returned my order #ORDER #***** ******* sz8. Tracking shows the skates status is as follows: Hold @ Post office customers request as of Sept 30, 2022. I would like feed back re: refund status as soon as possible. I have written sever emails regarding my return. This is my 3rd email for refund status. ***** *********

    • Initial Complaint

      Date:07/25/2022

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      This company sold me a skate under the condition of it being a cosmetic blemished skate. Come to find out, the skate has known defects which the company admits to being aware of (i have their emails stating this fact) yet still sells them as cosmetic blemishes. Their solution was for me to return them and they would exchange them or they would just give me my money back. Not only are they false advertising and misleading their customers (which I have their emails admitting to the fact and promising to do better also) they told me they would NOT be adjusting their website after all of my issues and complaints. My issue is the fraud in selling a defective skate which could injure or KILL someone taken OFF of their website and transparency and honest business practice be implemented moving forward. I was told the actuall owner has been made aware of my complaints and thinks offering me a 25 dollor off of my skate purchase, with a skate company i will never give a penny to, is enough for what I've been through and potentially others whove have bought the same skate and have had an issue with it. We are talking about the SAFTEY DANCE skate (DO NOT BUY).I've been refunded in FULL for 2 pairs of skates so far and partialls on other order as well they send first generation plates out to customers who PAID for second generations without their knowledge. The only way i knew what was going on is because i proactively sent an email making sure i was going to get what i paid for. And even after all of the back and forth they still sent a skate in horrible condition (leather was bubbled, wrong plate, dent in the sole of the boot) and brought their error to their attention they told me to send back (on my time and gas) the damaged skates they sent and they would redo it. marked as no returns or refunds and that's only because I'm not willing to allow them to place other skaters at risk of injury because they lie and sell a skate with known boot separation under a false heading.

      Business Response

      Date: 09/07/2022

      At Moonlight Roller, we do not sell defective skates on our website and have a warranty protecting our customers from any defective part that may have slipped by our quality checks. We sell cosmetically blemished skates with no hardware defects on our website at a discounted price for a final sale. Our cosmetic blemished product page includes pictures and descriptions of the types of blemishes the customer can receive. We refunded this customer against our final sale return policy to remedy this situation. Our customer service team is understanding and offered as many solutions to this customers problem as we could. 

    Moonlight Roller is NOT a BBB Accredited Business.

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