Use this space to cheer the creator along, and talk to your fellow backers.
Have a question?
I agree with a lot of others. I will not recommend this product to others parents or friends. CS experience has been awful and although I received the product, it wasn’t what I ordered.
I wish you luck @lee. The customer service from this company is horrible. They stick to stock responses, take forever to respond, and when they do, they talk to you like all their screwups are your fault. The product is great, but I will not buy anymore of their products going forward
I had a busy couple of months and just realised I have not yet received my Moonlite!
There was an initial problem with shipping where some of your addresses were corrupted etc but after re entering I was given a tracking ID and now that doesn't give me any tracking info.
It's being shipped to Dubai, but shouldn't be any problems with the address here, and things never take this long usually.
Appreciate any help to get this sorted.
언제 배송이 되는 거야?
Correction: 8 weeks...
@Natalie just saw your email... will reply it ASAP... I thought your previous email just a notification to wait until 48 weeks... thank u...
@Ferdy Adiwidjaya: Hi Ferdy, we have responded to your emails but never received a response. We have sent you another email regarding your issue. Please check your email and get back to us.
The Moonlite Team
It’s already over 8 weeks since my initial shipment email and I have not yet received my moonlite. I also already complaint to you about tracking my package. Any help?
@Junto Nozawa: Hi Junto, we have sent you an email regarding your reward. Please check your email and get back to us.
@Dongil Park: Hi Dongil, we have also sent you an email about your package. Please let us know if you have not received it.
I never received mine... can you help?
Please ship it fast.
There is also a limit to tolerance.
@Alexander Baldauf: Hi Alexander, we have emailed you about your order but have still not received a response yet. Please check your email so that we may resolve your issues.
@Debbie Caithness: Hi Debbie, we have sent you a message about your order. Please check your messages :)
@Harly Sabater: Hi Harly, we have sent you an email regarding your order. please check your email for our latest reply.
I still don’t have my product. Do i have to get furious to get mine? I tried to talk to them. Tried and still trying to be nice, calm and understanding but until when? Few minutes ago i am on facebook and Moonlite showed up as a sponsored ad selling products, this got me offended. Everyone received their products and I didn’t, knowing that i was part of first few people that made Natalie’s dream a reality! Please let me know if my frustrations are not valid.
I have yet to receive anything... i did the survey... still waiting.. any clue whats up?
Hi guys, I just received mine this afternoon!
Similar to what most of you are going through right now, I too, had my previous shipment ‘Returned to Shipper’ by UPS due to failed delivery - when in fact nobody turned up at my doorstep for any delivery (FYI there are people at home 24/7).
Of course I did email the Support Team and got the same response as you guys - changing distributors who lacked responsibilities, etc. Trust me, I did not quite believe that either!
But subsequently, Nat’s team did reship my Moonlite via DHL (at NO additional cost) and even provided a local tracking reference who does door delivery on behalf.
My point is - try to speak nicely to them. I trust they will assist as much as they can! If you get nasty, they may easily turn deaf ears and impose whatsoever ridiculous charges.
I wish you guys good luck!
I backed this product and to date I have not received anything from this company and from reading other posts a lot of people are missing the product Along with the lack of product I have never received any answer to why the moonlite has not been shipped very disappointed with this company along with kickstarter Ill not be backing any more from kickstarter....which is a shame for other companies that are trustworthy
I have not had my moonlite and can not find the survey. Could you check to see if you have a filled survey please.
Merry Christmas to all the bitter parents out there
Emailed asking where my last story is and received a response that was a blatant lie:
"The Floppy the Kangaroo story was only available to Super Value Pack with 12 STORIES! backers, and those who pledged an additional $35 for additional stories."
But the update where that contest was announced said: "Contest: Create a story for Moonlite that all backers will receive! Ends Jan 6th."
Look. I love the product but am annoyed that I didn't get what I pledges for. But now I'm pissed that y'all are lying to me.
Target have 25% off and Free shipping with Red Card.
Just saw your email regarding the code 15%. but the shipping kills it. I rather just order from Target directly with 3 story reels total come out to be $19.83 including Tax & shipping (with red card) and it is arriving by Dec/24th.
I finally give up on you, your project, your promises etc and confirm: this is a scam.
THIS IS OFFICIALLY A SCAM.
Natalie is a good talker and bad executioner. That's it. So she might be getting away with this scam due to her good communication skills to Kickstarter team ("we are not business but kickstarter one you have to accept X, Y as we are irresponsible for that etc" "no refund because we spent all as a kickstarter one etc) WOW Well done on that Natalie you spend our money on finding people making good excuses for your terrible terrible terrible scam.
WHY?WHY? This is about children. You dont give a damn about that and all you care is profit (you "simple" make us wait so you can launch at retail for less manufacturing cost)
Again, THIS IS ABOUT CHILDREN NATALIE! You got kids and do you have any idea about breaking promises to them? You did that TO YOUR OWN CHILD NATALIE? 1 YEAR AND COUNTING FOREVER!!! And now near Christmas you announced you shipped then YOU DISAPPEARED and we informed the children, then you just DONT DELIVER AND BLAME YOUR DISTRIBUTOR? (Read below emails)
Wow, how LOW CLASS AND IRRESPONSIBLE you are with new excuses every time, and how a mother like you can work on a children product with such attitude of irresponsible kickstarter founder?
YOU DONT DESERVE OUR BACKERS AND THIS PLATFORM.
THIS IS ALREADY A SCAM WHEN THEY CONFIRMED ABOUT NO REFUND SINCE THEN.
Thank you for reaching out and hope you had a lovely weekend.
I am so sorry you have not received your Moonlite yet, and completely understand your frustration - we are very disappointed as well that it has not been delivered, especially considering how we dispatched your parcel at the beginning of November. We have raised this issue with both our distributor and UPS, but not received a satisfactory resolution from either. To be completely transparent with you - we are currently in the process of changing distribution partners, partly because their poor communication around issues like this, causing significant inconvenience and frustration for both us and our customers.
I will raise your issue again with our old distribution partner to see if they can offer me more visibility into what is happening with your parcel. Unfortunately, I am unable to issue a refund or reship your parcel until it is officially marked as 'lost' by UPS, or after 8 weeks has passed since dispatch. I will however let you know as soon as I hear from the distributor, and I hope your parcel moves or arrives soon.
Once again, I am so sorry that your parcel has not arrived yet - we want nothing more than our amazing Kickstarter backer to receive their pledges! Thank you also for your continued support and patience, and hope you have a very happy holidays.
THIS IS OFFICIALLY A SCAM.
- THE FOUNDER we mistrusted.
Joie de vivre,
From: Lucie Nguyen <
Sent: Sunday, November 12, 2017 1:15:57 AM
To: Moonlite Support @Moonlite World
Subject: Re: requested transaction notification
When. Should I expect to have the answer for that?
Also I tried to check the number on UPS website as guided but it keeps saying no available info abt my shipment??
Wow, how LOW CLASS AND IRRESPONSIBLE you are with new excuses every time, and how a mother like you can work on a children product with such attitude of irresponsible kickstarter founder? YOU DONT DESERVE OUR BACKERS AND THIS PLATFORM. THIS IS ALREADY A SCAM WHEN THEY CONFIRMED ABOUT NO REFUND SINCE THEN. THIS IS OFFICIALLY A SCAM. PERIOD.
Thanks Moonlite, my young nephew is angry at me because he doesn't have his Moonlite that i promised to give him before Christmas! I hope you guys realize the impact this caused not only to me but to thousand other people who believed, supported and funded your project. Shame.
Hi... received my Moonlite more than a month ago. Tonight, to my horror, I realized the stories aren’t the ones I bought. I came here to read the comments and realized I am not the only one. I always thought I got it valued for money with all the updates leading to delivery date saying that here is a bonus story etc etc. in the end the stories are not what I have ordered, and I don’t even enjoy reading those stories to my kids....... this is my first time backing Kickstarter project and I can’t help but to think this is a scam. Kickstarter should intervene and ensure Natalie mail out the right stories to everyone without additional charges. Or stop Natalie from collecting more funds from this project in this platform.
got my moonlite, but the 12 stories are not what I orderd and 1 is double, so I got only 11 stories. Not satisfied :-(
Hi everyone - Please see our latest update for backers only, answers questions about activation codes, titles and more!
If you are having issues tracking your package, please reach out to our team firstname.lastname@example.org
Due to the extremely high volume of messages, we are doing our very best to get back to all of you. For fastest response times, please message us - email@example.com and we will get back to you as fast as we can!
The Moonlite Team
Well, I finally got this email reply after sending a lot. Look what they replied me.
And this is my reply to you, too!
Really huh? Are you reading the comments on your website??
I’ve seen lots of comments from the site and seems this issue is not new and just running all around.
I’m not surprise, you let your backpackers waited for a year, given so many excuses and when it’s time for shipping, you will provide a tracking # and will show has shipped and returned to sender. Then will offer the recipient to make a refund or reship less the shipping so you can get money from us again!!!
Why the hell I would pay for shipping again??
This is really ridiculous.
Just for your information, we have a guardhouse in the community so even household owners are not at home, they can always receive the package.
But none of the courier with that tracking number has arrived nor showed up in Taiwan where I lived.
Ship it ASAP!
"I am sorry to hear that your order is having issues. I have taken a look at the tracking number that you have provided and I can see that it has been returned to us. This was most likely because you were not available when they attempted to deliver your order. I am very sorry for this.
If you would like, I can resend your order to you but you will have to pay the shipping again. Alternatively, I can refund you for your order less the shipping costs.
Please let me know how you would like to proceed.
The Moonlite Team
Totally flabbergasted by the way they conduct business (if you can call it that, because its beyond amateurist). Moonlite; you try to setup a company, where customer is king... You chose to use ups for international shipping; You are therefore responsible by EU law that I will receive my order.. In this case where UPS screws up and didnt deliver or contact the addressee and decided to sent back the package.. Than thats on your account not mine! I have even tried to contact UPS, even proactively warned you -from exp with other campaigns that ups is ill equipped and for instance none Dutch backer received delivery.
WHY THE HELL SHOULD I THAN PAY A RESTOCKING FEE AND FOR SHIPPING AGAIN... That should be your claim to UPS, not my pain as the customer who is not receiving the product paid for. Can someone from USA confirm that like the EU there is a law for digital purchases?
I am fed up with this insult behaviour and want to get a laywer on this
Another backer frustrated over here... no tracking info since November 4th...
I’ve been in contact with the Moonlite team in regards to the missing stories from the 12 stories pledge. My question is: Did anyone receive Where’s Baby’s Belly Button? and Uni the Unicorn?
It’s been a constant fight to get them to actually send the stories to me. They keep coming up with other offers, but I want what I was promised. I’m still trying 1 month later.
Also, has anyone noticed that no stories are available for sale on the website? I checked regularly in November, but I never saw the titles I was missing available for sale.
I think it is time for an update, Natalie.
I just sent an email to the moonlite team. I have not received my tracking information at all or any response. Just would like to know the status. Hopefully, I will get my package soon before Christmas.
Glad your dreams came true through this venture but I (and hundreds others) have been nothing but frustrated with your lack of response to emails and phonecalls. No tracking information/ product in sight.
It’s such a shame that in 2017 you cant figure out how to ship paid for products and actually respond to your “customers”.
Since 11/02/17 no updates yet. I live in Abu Dhabi, UAE. I ship stuff from here to the Philippines through sea freight and it only takes 25-30 days. No response from UPS, UPSMI, UPS-UAE nor Moonlite Team. I'm getting frustrated.
I have exactly same experience as you, my package is not returned to sender though, UPS states they got the shipping info, not the package. Nothing changed since 01/11/2017, moonlite didn't shipped package to UPS I think and now they don't refund my money back. I can't get my package, I can't get my money. Natalie plays the 3 monkeys, does not respond to my mails. Anyone here to help me? Kickstarter? How could I take my money back or my package?
So no one replies my mail, huh???
I pledged and waited for a year and now I haven't received my package.
What is this?? A total scam??
They sent me a tracking # in November 11 - UPS Tracking 802312203104334627.
I checked the status and according to UPS tracking it was returned to sender.
And my address is correct.
I sent email and complaint to helpdesk and moonlite customer service why my package was returned to sender. They replied me after so many emails said that it is being returned to sender and asked me if my address is correct. I replied and said, definitely correct and I didn't change my address.
What's funny and irritating? They replied me and said, "we can either refund you (minus shipping), or if you prefer, ship you out your parcel again, although unfortunately you would have to pay shipping again ($9)."
My God!!!! what's going on? Why wpuld I pay for something I don’t have to?
I waited for a year for this product and so many delays and it isn’t my fault why wasn’t it delivered to the correct address for no reason at all!!!
Who has the same experience as mine?
This is really getting into my nerves!
After opening 5 tickets, finally they are offering to refund my pledge without the shipping cost. When I ask why is that, they say they shipped the package. But check it yourself, tracking number they gave to me is 802312200117806784. There is no movement from 01/11/2017. I don't believe they have actually shipped my package. And they say they are doing me a favor with refunding my pledge minus shipping fee because their returns policy is for no refunds for Kickstarter orders. They don't ship my package, don't refund my whole money and they call this doing a favor. They are tricking their supporters, I want an official response from Natalie, she does not reply my private messages and ignores these comments.
When will you send me my product?
I still haven’t receive any items yet from my pledge and the UPS Tracking 802312203104334627 says returned to send.
This is getting into my nerves. Already send many times email for the updates and no one responds.. PLEASE REPLY!
Are they shipping yet? Please send me mine.
Natalie, please refund my money. I waited for a year long and got nothing. Sent 5 or more mails and got no response. You are only closing my tickets. I WANT MY MONEY BACK.
Well, let’s hope your site get some of these stories in stock before then. That way us backers only have to pay about $2 more to have our missing stories sent to us... such BS
I wanted to announce to everyone that we will be extending the Kickstarter exclusive Moonlite discount! We know that most items are out of stock and we want to make sure all of our amazing backers have a chance to take full advantage of their perks. Currently, the discount has been extended to December 12th so don’t worry if you haven’t been able to take full advantage yet!
Additionally, I know that a lot of people have been contacting and asking about when their order will be shipping. If your order was not part of our initial round of shipments, we will be shipping out as soon as our new stock arrives and clears customs. We are so excited to hopefully have everyone’s packages out to them soon!
Finally, some of you have addressed concerns about not getting responses fast enough from our customer service team. We were in the process of implementing a new ticketing system, so it took a little while to work out all the kinks. We have been listening to your feedback and trying to make our customer service system better. This is why we are happy to announce that we have added a new member to our team! Maria has recently joined and will be helping answer all of your inquiries!
Once again, the best and fastest way to get in touch with us is be sending an email to firstname.lastname@example.org so that one or our team members can help you out as best we can!
I still haven’t receive any items yet from my pledge and the tracking number never worked.
�� is anyone else experiencing the same issue??
FTC Guidance for Internet Orders: https://www.ftc.gov/tips-advice/business-center/guidance/business-guide-ftcs-mail-internet-or-telephone-order
Some relevent quotes:
Q: If a customer orders an item which is backordered, can we substitute an item of similar or better quality without the customer’s consent?
A: For backorders, the Rule provides only two ways of responding to a properly completed order for mail, Internet, or telephone order merchandise: obtain the customer’s agreement to delayed shipment or provide a full and prompt refund. Unless the customer expressly agrees to the substitution beforehand, you do not have the option of substituting merchandise that is materially different from your advertised merchandise. The term "materially different" means that the merchandise differs in some manner that is likely to affect the customer’s choice of, or conduct regarding, the merchandise. Any product feature would be deemed material if it is expressly mentioned or depicted in advertising. Differences in design, style, color, fabric, or promoted end use also would be deemed material."
Dry-Testing: "The merchant can make no substitutions of any merchandise for that ordered."
There are, however, several problems with that.
It was absolutely unclear what was happening with the orders/items. They labeled it as an 'upgrade', but didn't define what that meant. What it actually was, was a substitution. They substituted items that we ordered for something else, and they asked for neither our feedback nor permission. The FTC says that's illegal.
Additionally, they've padded our orders to make it look like we're getting value. My guess is they found that the originally expected prices were untenable, and, after marking them down, they needed to make it appear that the backers were getting their money's worth.
For instance, I supported at the $100 level for 1 Moonlite and 12 stories. They sent me the Gift Pack, Starter Pack, and 5 extra stories. That adds up to about $104 and change. Not much of a deal, but $4 in savings, right? Nope. See, I got a duplicate Moonlite as well as a duplicate story (the Gift & Starter pack share 1 story). If I just generally got what I ordered, 1 Moonlite + 12 stories (1 Gift Pack + 7 stories), then it would be just $90.92. It doesn't matter that I got an extra Moonlite as I don't need or want it. It's also described as a 'bonus'.
If changes needed to be made to orders, the right thing to do would to have involved the backer community, notifying them of exactly what would be available/included, give each backer the option to accept the substitution, cancel their order (as required by the FTC), or receive credit in the amount of their pledge to select from the available items (ideally with a 10-25% discount on MSRP). This would have made it fair, pleasant, and legal. At present, it is none of those things.