Absolute Nightmare – Non-Delivery, Endless Delays, and Zero Accountability – Avoid This Company
Absolute Nightmare – Non-Delivery, Endless Delays, and Zero Accountability – Avoid This Company I ordered jewelry from Moon Magic in November 2025 as a Christmas gift. The parcel was supposedly “delivered” on 16 December via Royal Mail Tracked 48, but it never arrived in my town, never entered Scotland, and never came anywhere near my postcode (PA7 area). Royal Mail confirmed to me directly on call that day: the item was misrouted and scanned “Delivered - No Signature” at Cannock Delivery Office in England (hundreds of miles south, wrong country region entirely), then returned to sender/depot. The proof image was a blank yellow-brown gradient – no photo, no GPS, no doorstep, nothing. I checked everywhere at the request from MM (door, safe places, neighbours, household) – zero sign of it, it would be a miracle as it never entered Scotland! For over three months now (into March 2026), I’ve been emailing Barbara/support. Every reply is the same scripted nonsense: “waiting for the package to physically return,” “incomplete address” (missing house number, even though postcode was correct and billing matched fully), “nothing we can do because tracking says delivered.” They ignore the glaring fact that “delivered” happened in the wrong country and the item was returned without ever reaching me. They refused to file a proper claim with Royal Mail (as sender they can), stalled endlessly, and finally just closed with “nothing further we can do.” Klarna dispute rejected twice due to their “delivered” excuse, even with all evidence uploaded. This isn’t customer service – it’s deliberate stonewalling and gaslighting. They happily take your money, ship carelessly (or not at all), hide behind tracking technicalities, and leave buyers hanging for months. If the item never reached your country, postcode, or property, it wasn’t delivered – full stop. Avoid Moon Magic at all costs. Save your money and sanity – buy from a company that actually honors non-delivery claims and doesn’t treat customers like annoyances. Date of experience: November 2025 – March 2026 Order number: #6566051 Product: Smoky Quartz Necklace + Mystery Rings Box Response to reply: Your reply is identical to every previous one: more scripted excuses, zero accountability, and complete refusal to address the facts. Royal Mail confirmed verbally – as they only do for recipients – that the parcel never reached my postcode in (Scotland). It was misrouted to Cannock Delivery Office in England (WS11 1LE), scanned “Delivered” there on 16 Dec 2025, and returned to sender/depot. Proof image: completely blurred. No package ever arrived. Postcode sorting should have kept it in Scotland. The cross-country misrouting is your carrier’s error – not caused by a missing house number “#” (which only impacts final drop-off, not regional routing). You have repeatedly refused to contact Royal Mail yourselves (your responsibility as sender on Tracked 48) or accept the obvious reality: this was not delivered to me. Instead, you hide behind “tracking says delivered” and “no return received,” This is not “investigation” or “help” – it’s deliberate stonewalling and gaslighting. You take payment, ship carelessly (or not at all), and leave customers to chase for months. I will not be changing or removing my 1-star review until you issue a full refund and admit the delivery failure. Customers deserve honesty, not corporate deflection.