I placed an order with a company on December 3rd, 2025, expecting delivery within 8–16 business days, which meant I should have received it by December 26. On that date, the tracking status changed to "Delivered to local carrier," and then the situation stalled. I reached out to the local carrier multiple times. They responded quickly and confirmed they never received the package—no scans, no physical items, no handoff. However, the company refused to acknowledge this. For over two weeks, I tried contacting the company through:
- live chat
- emails
- various support agents Each time, I received the same generic responses:
"Your case has been forwarded to the team"
"We are waiting for shipping"
"You will be contacted soon"
"We have contacted the shipping company, but they have not responded; you will be contacted soon"
The word 'soon' seemed to be their go-to phrase. After 15 days of no progress, the local carrier confirmed the package was lost. I provided them with the necessary screenshots as instructed, but the company refused to issue a refund and kept repeating the same scripted messages. This was supposed to be a Christmas gift, and it ended up being a disappointment. I'm still waiting for the promised updates, which never came. They never offered a timeline, proof of shipment, or real-time communication with the carrier, nor did they take any responsibility. In contrast, the local carrier replied to me within 1–2 hours each time, proving that the company was not fulfilling their obligations and was misleading me just to retain my payment. After 15 days without any movement, the company still refused to issue a refund and continued with automated replies instead of addressing the issue. At that point, it was clear the package was lost, and I had to file a chargeback with my bank. This is more than just a shipping delay; it reflects a lack of accountability. If your order goes missing, expect to be stuck in a cycle of generic responses without receiving any real assistance. This has been one of the worst online experiences I've had in the last decade, and I typically order over 3000 packages each year. I strongly recommend avoiding this company.
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At Moon Magic, nothing less than real gems find their place in our one-of-a-kind jewelry. We pride ourselves in making gemstone jewelry accessible to empowered women worldwide.
Our authentic stones are ethically sourced, independently lab-certified, shipped worldwide and loved by over 1.8 Million Followers on Socials. 350k+ happy customers already benefit from the powerful energy our gems carry.
Each Moon Magic order helps plant trees with our impact partner Trees For The World. So every time you shine, the world will, too.
Perfect for gifting yet wonderful for yourself, everyone deserves a piece of unique gemstone jewelry with sparkles of elegance and a whole lot of magic.
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