Heartbroken that something so special was so poorly made
My partner bought me the Moonstone (October birthstone) necklace from Moon Magic for Christmas — it was such a thoughtful and meaningful gift, and I absolutely loved it. I wore it with care, only on special occasions, and always stored it properly. But after just 6 months, the stone completely fell out of the pendant and was lost. I was honestly devastated — not just because the necklace was beautiful, but because of the meaning behind it. We genuinely thought Moon Magic was a quality brand, and that the necklace would last. We reached out to customer service hoping they’d understand and offer a replacement, or at the very least acknowledge that a stone falling out this soon isn’t okay. But instead, we were told it was just “wear and tear” and not covered by their 2-year warranty. They offered a 20% discount on a future purchase, which felt incredibly dismissive, especially considering this wasn’t a cheap piece of jewellery. We gave Moon Magic plenty of opportunities to rectify the situation, and even after explaining that under UK consumer law, items should last a reasonable amount of time, they just kept pointing back to their policy and wouldn’t take any responsibility. We want to love this brand. But this experience has made us feel like they don’t actually stand behind their products — and certainly don’t value customers once they’ve made a sale.