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:03/24/2025

  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 am writing to raise a concern regarding an unfulfilled order placed with Moment on December 7, 2024 (Order #********).The order included an Anamorphic 1.33x Mobile Lens (Gold Flare / T-Series) and a 67mm Mobile Lens Filter Mount. While the filter mount was later canceled and refunded after some delay, I have yet to receive the anamorphic lens. Ive reached out to Moments customer service several times over the past few months and, although Ive received responses, I have not been provided with tracking information or a clear resolution regarding the *********** has now been over three months since the order was placed, and the lack of follow-through has caused significant frustration. I understand that delays and backorders happen, but the prolonged wait without concrete updates or delivery is disappointing.I am seeking a resolution in the form of either a prompt shipment of the item or a full refund for the undelivered lens. I would appreciate your assistance in helping move this forward.Thank you for your time and attention.

• Initial Complaint

  Date:12/18/2024

  Type:Delivery 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.

  Summary: I experienced significant issues with my order (No. ********) placed with Moment, including delayed and insufficient customer service responses, inaccurate tracking information, and subpar handling of my shipment. Despite multiple follow-ups, Moment failed to provide updated tracking for the second shipment and did not adequately address concerns raised in correspondences. I am seeking assistance in resolving these issues, including a full refund of my order. Please note, the original shipment received I have sent back via a Moment-issued return label without the contents of the second shipment that never arrived. Tracking: 282836287668.Timeline of Events:- Order Date: Confirmed on 11/25/2024 at 5:04 PM ET - Shipment #1 Notification: 11/27/2024 at 11:36 AM ET Tracking #: ********************** - Shipment #1 2nd Notification of Shipment: 12/4/2024 at 11:54 AM Tracking #: ********************** (Registered on *********** after receipt on 12/3).- Shipment #2 ONLY Notification of Shipment: 12/4/2024 at 11:53 AM Tracking #: ********************** (Never arrived).1.11/30 From: Me, To: Moment Asked about shipment delay.3.12/01 From: Me, To: Moment Requested cancellation and refund.4.12/02 From: Me, To: Moment Followed up on cancellation.5.12/04 From: Me, To: Moment Reported shipment issues, requested return label.6.12/04 From: Moment, To: Me Acknowledged delays, incomplete response.7. 12/05 From: Me, To: Moment Followed up on tracking and return label.8. 12/09 From: Me, To: Moment Clarified issues, reiterated tracking concerns.9. 12/12 From: Me, To: Moment Final attempt at resolution

  Customer Answer

  Date: 01/21/2025

  Hi, 
  
  Thank you for the notification. On 12/30/2024, I received an email notification from Moment, confirming the final shipment had been refunded. I no longer have a monetary loss. Please update my case accordingly, but I would still like for my experience to be shared with other consumers for their protection. I do believe without filing this complaint, despite their lack of response, resulted in quicker action to refund on their part. Thank you for your support in this matter and Happy New Year! 

• Initial Complaint

  Date:11/23/2024

  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.

  Order #******** I placed this order back on October 8th which is nearly 50 days ago. I bought a phone case, a lens and a filter holder. Basically, the lens and the filter holder are useless without the phone case.They shipped the filter holder immediately although it is useless without the phone case. Now it is Nov 23, and the phone case and lens is in stock on their website for more than a week. If I ordered it last week, I should have already received it. But my order placed 50 days ago is still not shipped.I contacted them via email and it took them several days to reply. And they are saying my order will be shipped on Dec 15th! Which is another month to wait. I just don't understand if a customer place an order today and the customer can get it sooner than a customer placed an order 50 days ****** request is simple, could you explain why your team decided to fulfill new orders rather than an order placed 50 days ago. I placed the order when it was back-ordered because I trusted your company. Now I just don't understand.And the email reply speed is awful, took several days after several days to reply. Do you even have customer service?

• Initial Complaint

  Date:11/21/2024

  Type:Delivery 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 11/13/2024 I made a purchase with Moment, *** for a filter, a mount, and a pair of grips. Order No. #********.I received one filter and two mounts, no grips. Ive sent numerous emails to the company, including a picture of the delivered items as proof, and they are not responding to any of my messages. I would like the grips I ordered delivered immediately.

  Customer Answer

  Date: 11/26/2024

  Hello,
  
  Please withdraw my complaint. The company emailed me earlier this morning, apologizing and explaining the delay in their answering. I am satisfied with their response. Thank you for your help and assistance.
  
  Regards,
  ***** Umbria

• Initial Complaint

  Date:11/16/2024

  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 a lens accessory for my iphone 15 from Moment (direct and Amazon channel). Due to lack of clarity on their product (unclear which lens works with which phone. unclear that lens requires not only a mount but their proprietary iphone case that is 2x the price of a traditional iphone case), the process of acquiring and testing their product cost me about $250 and $75 shipping and 45 days to diagnose with email exchanges with customer support the combination of these pieces is mechanically defective and does not work. detailed documentation attached

• Initial Complaint

  Date:07/18/2024

  Type:Product 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 was charged on June 17th for my purchases of ******. I am a U.S. Citizen, my spouse is on active duty, so we have an APO address overseas at ***************** in *******. I did not receive my order until July, which is fine, it takes a while, but I did not receive my whole order, and Moment is not refunding me for it. They keep giving me the back-and-forth. I would like to return all the items I bought that day and be done with the company. They only address one issue at a time in email, and have refused to refund me for orders that I did not receive, as shown below in the *** of the email chain. Would you please help me start the entire refund process with them?

  Business Response

  Date: 08/15/2024

  Customer placed an initial order with ********************** for several mobile lenses, a lens mount, and a phone case. As it was being shipped to an APO address, ***** had issues with the delivery and parts of the order failed delivery and were sent back to our warehouse.

  The mount, which was shipped on its own, was the first part of her order to come back and it was refunded to her original payment.

  The second part of her order with a 58mm tele lens and the case also failed and was returned to sender after a second attempted delivery. We apologized and informed her that as soon as the products came back to our warehouse, we'd be able to issue her a refund.

  Because she was overseas, this took time for the package to be returned to us. In the meantime, she asked to return her two remaining items as she couldn't use them without the case and she was unsatisfied. We let her know that they were open box items and ineligible for return as outlined in our return policy but we would make an exception for her.

  She shipped the two lenses back to us and we let her know we'd process that return when we received the items.

  By the time we got the first returned items, the customer had filed a chargeback with her bank. When a chargeback is initiated, the whole order payment in our e-commerce platform (Shopify) is frozen until it is resolved.

  We informed the customer of this and that if they canceled the chargeback, we could proceed with the refund. Her bank/credit card company had already issued her a partial refund for her initially disputed amount and said she would open another dispute for the remaining balance.

  Again, we tried to politically explain that our hands are completely tied during a chargeback and as soon as the chargeback is withdrawn, she can get her funds. That applies to the whole order so even though she didn't dispute the second lenses she returned, we still can't refund the money until the chargeback is withdrawn or settled.

  We'd love to settle this with our customer however is most convenient for them. The fastest way would be to cancel the chargeback or she can leave it open and as soon as it settles we can refund the remainder for her returned products.

  Customer Answer

  Date: 08/19/2024

   
  Complaint: 22007216
  
  I am rejecting this response because:

  Full transparency between the communication that the company had with me and the BBB on the companies behalf was not provided. I will have to go through the process that the representative from Moment has provided to get a refund, but in Moments response to the BBB, the representative ignored the fact that multiple emails had been exchanged and I had to reach out several times to get any reply from Moment. This lack of communication and promptness in answering all of my questions via email was the reason for the chargeback. I did not believe that Moment would issue me a refund at all without external help from my credit card company and the BBB. After reaching out externally I was provided thorough customer service. Although I am happy with the service provided after reaching out to the BBB, my experience before this was not desirable.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/08/2024

  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.

  On Sunday, May 19th, I ordered mobile lens gear from Moment. They offered normal shipping or expedited shipping (which was advertised as two business days and cost extra). I was ordering the gear expressly and only for my upcoming trip to *****, for which I was departing May 24th, so I paid extra for two business days shipping (and placed the order in reliance on the promised shipping time).Moment never told me there was going to be a delay, but shipped me in time only the mobile lens accessories and not the actual lens. The accessories are useless without the lens. I was left to depart my trip to ***** without the requisite gear.Upon return, Moment only offered a partial refund, and refused to pay for the gear to be returned for a refund. I provided them with multiple opportunities to make this right, and they have thus far refused to take full ownership for their error.I am filing this BBB complaint in one last effort to allow them to correct their mistake before I take further action, including but not limited to disputing the charge through my credit card company.

• Initial Complaint

  Date:05/03/2024

  Type:Service or Repair 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 ordered a camera from Moment, the fuijifilm x100vi. My order was placed around ***** min after preorders began for the camera. I know the camera is selling like crazy everywhere, but it is coming up on four months and I have heard little from the company as to why they are still not able to fulfill preorders after months of waiting, especially after charging the full amount at time of preorder. I am just hoping that someone can hold them accountable for poor business etiquette/practice. I am not looking for a refund as I really hope to still receive my camera, I just hope that they will realize that that have not gone about this the correct way for their customers. I do have a few emails from them letting me know about their progress but it doesnt seem like they are providing real numbers. If you would like me to send them over I can, but only if absolutely necessary. Thank you.

• Initial Complaint

  Date:10/31/2023

  Type:Product 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.

  They cancelled my order, but only cancelled it without a refund. I waited for 10 days, but they didn't give me a refund. At the same time, I consulted my bank and they said there was no refund being processed.

  Business Response

  Date: 11/01/2023

  Hello *****, 

   

  Thanks for reaching out to us. We really wish you would've reached out to our team on this matter before consulting with the BBB but, we do understand the confusion. 

  After researching the order details, it does appear that the order was not successfully refunded when it should've been. We have gone ahead and processed that refund on our end successfully now. 

  You should receive a confirmation of the refund via email but, we have also attached a receipt here for your records. 

   

  Best, 

• Initial Complaint

  Date:10/19/2023

  Type:Delivery 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 placed an order. The website shows that the shipping processing time can take up to 2 business days, but it has been 4 business days now and my order has not been shipped yet. And the item is currently in stock on the website. I request that my order be shipped immediately.

  Business Response

  Date: 10/20/2023

  Hello there,

  Based on your order history, our compliance team has reason to believe that you are purchasing from us with the intent to resell.
  
  Unfortunately your orders have been canceled due to this compliance issue and will not be fulfilled.
  
  If true, we request that you cease and desist from this activity immediately. If you are looking to purchase with the intent to resell, we kindly ask that you reach out to the brand directly since we are not authorized to sell wholesale third-party items.
  
  You should receive an email confirmation shortly and see those funds reflect back to the account on file within **** business days but generally, it's much faster than that.
  
  Thank you in advance for your cooperation on this.

  Best,