[MoonAudio]

Placed an order for the new Sony nw-a306. What a nightmare. First when I ordered it was to be delivered FedEx 2nd Day. It was shipped USPS. Then when I get it, it's an open box product not new. I called them to return it, so I can be done with this scam company. I was told I could go to their website and start a return. I try and it says the item doesn't qualify for return. I call them back, literally minutes later and no answer.
I see that this is the first review in a while. Not sure what happened to the company you guys have good reviews of but I would stay away.

Hello, @EvilJesus thank you for sharing your concerns. We shipped the product the same day via USPS so it would get there within 2 days as advertised. Fedex had already picked up for the day so USPS was quicker. You placed an order on Monday, 2/27 at 7:55pm and the tracking shows the unit was delivered to you on March 2nd at 10:25am (2 days after we shipped it the next morning after you placed the order).

I'm confused about your saying you received an open-box item. I can assure you 100% that it was NEW IN BOX as we only had 20 of these and we sold all of them within a few days of arriving here. Nothing we sent to anyone was an open-box item as we just received these players from Sony on 2/22 and you were one of the very lucky few who received one at all. We have not had any returns yet on this player. We now have a waiting list for these.

We spoke with you via phone and email and we are confirming that Sony does not shrinkwrap these music players ever, not even the higher-end ones like the NW-WM1AM2 or NW-WM1ZM2. Pics attached of the ZX-707 and NW-WM1ZM2 in our stockroom right now that illustrates they are not shrinkwrapped by Sony.

Lastly, we explained over the phone that you are able to return the player, no problem. We have no issue with a return and we are happy to assist with this return if needed.

Please reach out to sales@moon-audio.com and/or reply to the original ticket and we'll be happy to take care of this for you.
Thank you!
Jess

 

[EvilJesus]

Hello, @EvilJesus thank you for sharing your concerns. We shipped the product the same day via USPS so it would get there within 2 days as advertised. Fedex had already picked up for the day so USPS was quicker. You placed an order on Monday, 2/27 at 7:55pm and the tracking shows the unit was delivered to you on March 2nd at 10:25am (2 days after we shipped it the next morning after you placed the order).

I'm confused about your saying you received an open-box item. I can assure you 100% that it was NEW IN BOX as we only had 20 of these and we sold all of them within a few days of arriving here. Nothing we sent to anyone was an open-box item as we just received these players from Sony on 2/22 and you were one of the very lucky few who received one at all. We have not had any returns yet on this player. We now have a waiting list for these.

We spoke with you via phone and email multiple times and we are confirming that Sony does not shrinkwrap these music players ever, not even the higher-end ones like the NW-WM1AM2 or NW-WM1ZM2.

Lastly, we explained over the phone that you are able to return the player, no problem. We have no issue with a return and we are happy to assist with this return if needed.

Please reach out to sales@moon-audio.com and/or reply to the original ticket and we'll be happy to take care of this for you.
Thank you!
Jes

Yes I did receive it in 2 days. Still missing the point you advertised, and my receipt said, FedEx 2nd day.
As far as it being an open box. You know it is and this could have been simply solved had you not called me a liar. I bought the zx707 as well. I know there is no longer an outer plastic wrap. There is however a sticker on both top and bottom flaps of box. This one does not have the top one and the bottom one has clearly been reapplied.

 

[MoonAudio]

Yes I did receive it in 2 days. Still missing the point you advertised, and my receipt said, FedEx 2nd day.
As far as it being an open box. You know it is and this could have been simply solved had you not called me a liar. I bought the zx707 as well. I know there is no longer an outer plastic wrap. There is however a sticker on both top and bottom flaps of box. This one does not have the top one and the bottom one has clearly been reapplied.

Hello, @EvilJesus nobody called anyone a liar. I was simply sharing our side of the story and responding to your comments. If we pay for FREE shipping for an order via Fedex 2 day or USPS, we at times change that delivery mechanism to speed up the delivery of the order. In this case, you received it 6-10 hours EARLIER than Fedex 2 day would have delivered it to you. Fedex 2 day is delivered between 4-8pm and your package was delivered at 10:25am 2 days later.

I can 100% assure you that you were sent a NEW IN BOX item directly from our shipment from Sony we just received on 2/22/23. NOBODY opens anything here prior to shipment and if we have an open box item, we advertise it as an Open Box item on the product page as this link below illustrates.

https://www.moon-audio.com/shop/?search_query=open+box

The sticker was never opened nor reapplied here and I can assure you of that 100%. We are a small business with only 2 people shipping from here daily and orders are checked by 3 people internally for quality assurance before anything is shipped out.

Thank you,
Jess

 

[EvilJesus]

Hello, @EvilJesus nobody called anyone a liar. I was simply sharing our side of the story and responding to your comments. If we pay for FREE shipping for an order via Fedex 2 day or USPS, we at times change that delivery mechanism to speed up the delivery of the order. In this case, you received it 6-10 hours EARLIER than Fedex 2 day would have delivered it to you. Fedex 2 day is delivered between 4-8pm and your package was delivered at 10:25am 2 days later.

I can 100% assure you that you were sent a NEW IN BOX item directly from our shipment from Sony we just received on 2/22/23. NOBODY opens anything here prior to shipment and if we have an open box item, we advertise it as an Open Box item on the product page as this link below illustrates.

https://www.moon-audio.com/shop/?search_query=open+box

The sticker was never opened nor reapplied here and I can assure you of that 100%. We are a small business with only 2 people shipping from here daily and orders are checked by 3 people internally for quality assurance before anything is shipped out.

Thank you,
Jess

Which story about the shipping discrepancy is true? This one or the one you told me in an email? Your email said my order didn't qualify for FedEx 2nd day and that it was a "typo" in the system.
The pictures clearly show the missing and damaged sticker seals. So I'll let them speak for themselves. Your word seems to mean very little with your obvious lies about shipping.
The link to my order will not let me file a return. When I click the return tab it tells me I have no orders that qualify for return. Could it be because you don't accept returns on open box items and the computer sees it as such?

 

[MoonAudio]

Which story about the shipping discrepancy is true? This one or the one you told me in an email? Your email said my order didn't qualify for FedEx 2nd day and that it was a "typo" in the system.
The pictures clearly show the missing and damaged sticker seals. So I'll let them speak for themselves. Your word seems to mean very little with your obvious lies about shipping.
The link to my order will not let me file a return. When I click the return tab it tells me I have no orders that qualify for return. Could it be because you don't accept returns on open box items and the computer sees it as such?

Good morning, @EvilJesus we have not received a return request from you to date. I went ahead and created one for you under the email address on this order this morning for you. Please check your email and it should allow you to finalize the return request.

I can 100% assure you that you were sent a NEW IN BOX item directly from our shipment from Sony we just received on 2/22/23. NOBODY opens anything here prior to shipment and if we have an open box item, we advertise it as an Open Box item on the product page as this link below illustrates.

https://www.moon-audio.com/shop/?search_query=open+box

The sticker was never opened nor reapplied here and I can assure you of that 100%. We are a small business with only 2 people shipping from here daily and orders are checked by 3 people internally for quality assurance before anything is shipped out.

Thank you,
Jess

 

[EvilJesus]

Good morning, @EvilJesus we have not received a return request from you to date. I went ahead and created one for you under the email address on this order this morning for you. Please check your email and it should allow you to finalize the return request.

I can 100% assure you that you were sent a NEW IN BOX item directly from our shipment from Sony we just received on 2/22/23. NOBODY opens anything here prior to shipment and if we have an open box item, we advertise it as an Open Box item on the product page as this link below illustrates.

https://www.moon-audio.com/shop/?search_query=open+box

The sticker was never opened nor reapplied here and I can assure you of that 100%. We are a small business with only 2 people shipping from here daily and orders are checked by 3 people internally for quality assurance before anything is shipped out.

Thank you,
Jess

I see you refused to say which story was true about the shipping.
You have not allowed me to file a return request. The link you sent me again says I have no items that qualify for a return. I understand seeing it clearly says open box items can't be returned.

 

[MoonAudio]

I see you refused to say which story was true about the shipping.
You have not allowed me to file a return request. The link you sent me again says I have no items that qualify for a return. I understand seeing it clearly says open box items can't be returned.

Hello, @EvilJesus .

Your return is approved. I'm not sure where the issue was but I was able to get it to work.

You're all set!​

We've sent your return confirmation email to the email on file with the order.

RMA# 130689303944​

Thank you,
Jess

 

[EvilJesus]

Hello, @EvilJesus .

Your return is approved. I'm not sure where the issue was but I was able to get it to work.

You're all set!​

We've sent your return confirmation email to the email on file with the order.

RMA# 130689303944​

Thank you,
Jess

So your going to charge me a restocking fee? YOU tried to cheat me by hoping I wouldn't notice you were sending me an open box as new and now you want to charge me for calling you on it?

 

[QaahirN]

Hi all!
Hope everyone is doing well and enjoying a restful Summer!
Just wanted to leave an appreciation message for the customer service individuals (Catherine notably) I reached when calling and who have been wonderfully kind and helpful in the return of a product! Thank you so much!!

 

[MoonAudio]

Hi all!
Hope everyone is doing well and enjoying a restful Summer!
Just wanted to leave an appreciation message for the customer service individuals (Catherine notably) I reached when calling and who have been wonderfully kind and helpful in the return of a product! Thank you so much!!

Thanks so much, QaahirN. We appreciate your review.

 

[QaahirN]

Thanks so much, QaahirN. We appreciate your review.

An update:
I used BreadPay for the purchase, which has since apparently been returned. However, after contacting both Moon Audio and Bread Pay, nothing seems to have been credited or anything. I have been told to wait some days for things to process but Bread Pay has stated that there does not seem to be a refund in the process to be received from Moon Audio. This is absolutely unacceptable. I do not know if this is a case of lack of attention to detail or lack of understanding how to refund something, but this has to be amended. Incredibly disappointed (though I remain true on my previous comment thanking Catherine, who I believe did not have anything to do with this part.)

 

[MoonAudio]

An update:
I used BreadPay for the purchase, which has since apparently been returned. However, after contacting both Moon Audio and Bread Pay, nothing seems to have been credited or anything. I have been told to wait some days for things to process but Bread Pay has stated that there does not seem to be a refund in the process to be received from Moon Audio. This is absolutely unacceptable. I do not know if this is a case of lack of attention to detail or lack of understanding how to refund something, but this has to be amended. Incredibly disappointed (though I remain true on my previous comment thanking Catherine, who I believe did not have anything to do with this part.)

Hello, QaahirN, please email us directly about this so we can get this resolved for you. We refunded this over a week ago, so I am not sure why this has not been processed by Breadpay. Most likely, it will be resolved once their offices reopen next Wednesday since there is a US Holiday on Tuesday. Don't worry, we will help you get this resolved. Please know that we are also closed on the weekends so our staff can enjoy their weekends.

Thank you!
Moon Audio Support

 

[QaahirN]

Hello, QaahirN, please email us directly about this so we can get this resolved for you. We refunded this over a week ago, so I am not sure why this has not been processed by Breadpay. Most likely, it will be resolved once their offices reopen next Wednesday since there is a US Holiday on Tuesday. Don't worry, we will help you get this resolved. Please know that we are also closed on the weekends so our staff can enjoy their weekends.

Thank you!
Moon Audio Support

Hello Moon Audio Support,
Following your message, I have just received notification of the refund coming through. I sincerely apologize for the heat in my previous message, and I thank you for whatever it is you may have done to help get this through. I really appreciate it!
With my sincere apologies and many thanks,
QaahirN