Mooijane Opiniões 27

Resposta da Mooijane

Há 3 dias

Hi Harry,

Thank you so much for taking the time to share such a kind review on Trustpilot!

I was truly touched by your words. It was an absolute pleasure assisting you, and knowing that you are a satisfied customer makes all our hard work worthwhile. We always strive to provide grounded and professional support, so I’m glad I could make your experience with Mooijane a positive one.

If you ever need anything else in the future, please don’t hesitate to reach out and I would be more than happy to help you again!

Wishing you a wonderful day ahead

Warm regards,
Sally
Mooijane Customer Service Team

Resposta da Mooijane

2/05/2026

Hi Henry,

I’m Sally, and I have been personally handling your case. I sincerely apologize for the frustration this has caused. We definitely hear your concerns and have already reached out via email with several options to resolve this matter for you. We are simply waiting for your confirmation on which path works best so we can process it immediately. We value your trust and are committed to making this right.

Best regards,
Sally
Mooijane Support Team

Resposta da Mooijane

Actualizada a 1/05/2026

Hi Rachel,

Thank you for sharing your feedback, and I understand the frustration caused by the discrepancy between the shipping location and return instructions.

I’d like to clarify that our office is located in the United States, but the production and shipping take place in Asia. This is because our US office serves as the design and support headquarters, and we do not have the capacity to handle returns or replacements directly from this location. All returns, for products that are not defective, must be processed through our main warehouse in Asia.

While certain items may appear to be stored in our US warehouse, most of our shipments are actually dispatched directly from our Asian factory to ensure product integrity, streamline inventory management, and maintain stable logistics. This allows us to keep costs down and offer better service to our customers.

Regarding the concerns with the product appearance, we understand that it didn’t meet your expectations. We sincerely apologize for the confusion caused by the lack of images showing the lamp when turned off on our website. While we strive to provide accurate representations, we realize that the absence of this important view may have caused some misunderstanding about the color and finish of the lamp.

We have already proposed a solution to address this and want to assure you that we stand behind the quality of our products.

Thank you for your understanding, and please feel free to reach out if you need further assistance.

Warm regards,
Sally
Mooijane Customer Service Team

Resposta da Mooijane

5/05/2026

Dear Natalie,

Thank you for your feedback. The white cover plate is included for North American orders to ensure compatibility with standard junction boxes and local safety codes.

We appreciate your input regarding the product images and will be optimizing our website information to ensure this detail is clearer for our customers. We’re glad our team could assist with your installation to ensure everything was set up safely.

Best regards,
Sally
Mooijane Team

Resposta da Mooijane

Actualizada a 18/04/2026

Dear Linda,

Thank you for your candid feedback.

First and foremost, I want to sincerely apologize for the confusion caused by the images on our website. You are correct that a few of our lifestyle photos did not accurately reflect the specific proportions of the fixture you received. As a result of your feedback, we are currently auditing and updating our product imagery to ensure complete transparency and accuracy for all future customers. We are not a "scam," but we clearly failed to meet your expectations in this instance, and we take full responsibility for that.

Regarding your experience, I hope you received my latest email. To make things right, we have issued a full refund of $199.00 for the fixture, and we have asked you to keep the item at no cost to avoid the hassle and expense of international shipping. While we cannot refund the initial shipping fees paid to the courier, we hope this total product refund demonstrates our commitment to your satisfaction.

We also apologize for the technical issue you encountered with our website's review system; our IT team is working to fix this link immediately to ensure all voices are heard.

We value your honesty—it helps us become a better brand. If you have any further questions, please reach out to me directly at support@mooijane.com.

Best regards,
Mooijane Customer Service Team

Resposta da Mooijane

17/04/2026

Dear Roger,

Thank you so much for taking the time to leave us such a kind review.

We’re really sorry again that the original shades arrived broken, but we’re very glad we were able to send the replacements out quickly and help make things right for you.

It also means a lot to hear that you love the quality of the lights — that truly made our day. Thank you again for your patience, understanding, and support.

Wishing you all the best, and we hope you enjoy your sconces for a long time to come. ✨

Warm regards,
Sally
Customer Service Team

Resposta da Mooijane

10/04/2026

Dear Denise,

Thank you so much for your kind review — it truly means a lot to us.

We’re so glad we could help correct the color change smoothly, and it was genuinely a pleasure assisting you. Your kind words and support really encourage our team. 🙂

We truly appreciate your trust in Mooijane, and if you ever need anything else, we’ll be very happy to help.

Warm regards,
Sally
Mooijane Customer Service Team

Resposta da Mooijane

7/04/2026

Dear Robyn,

Thank you so much for your kind review — we truly appreciate it.

It was really our pleasure to help, and we’re so glad to hear you felt well taken care of throughout the process. Your kind words mean a lot to our team. 🙂

If you need any help with anything in the future, you are always very welcome to reach out to us again.

Warm regards,
Sally
Mooijane Customer Support Team

Resposta da Mooijane

5/04/2026

Dear Noelle Juhee Kang,

Thank you so much for your kind Trustpilot review — we have seen it, and we truly appreciate the time you took to write it.

It really means a lot to us. We are always happy to help resolve these kinds of issues for our customers, and it was truly our pleasure to assist you.

Thank you again for your support and your lovely words about our team. We can’t wait for you to receive your lamp.

If you need any shipping updates later on, please feel free to contact us anytime.

Warm regards,
Sally
Mooijane Customer Support Team

Resposta da Mooijane

5/12/2025

Dear Mia,

This is Martin, the Customer Support Manager at Mooijane.
I am truly sorry to hear about your experience, and I understand how upsetting this situation must feel. Please know that we take your concerns extremely seriously.

First, I want to assure you that we are not a fraudulent company. We have served thousands of customers worldwide, and we always ensure that every order is delivered safely. If there has been a delay or miscommunication, that is our responsibility to resolve — and I will personally look into this for you.

To investigate your case immediately, could you please provide your order numbers for the two orders you mentioned (over $4,000)?
Once I have this information, I will:

✔ Check the exact production and shipping status
✔ Contact our warehouse and logistics team directly
✔ Provide you with a clear and accurate update as soon as possible
✔ Ensure your orders are delivered or resolved properly
Regarding the reviews you mentioned

You stated that you saw multiple reviews under similar or identical names.
I understand why this could be concerning.

Please allow me to clarify:

We do not create, edit, or post reviews on behalf of customers.

All reviews displayed on our platform are submitted by real customers who have purchased and received our products.

In some cases, different customers may coincidentally share the same first name or last name.

This can make it appear as though the same person has posted multiple reviews, but it is simply a coincidence — especially with common names.

Even so, we take your concern seriously.
If you would like, we can also request a verification check from the review platform to confirm authenticity.

Please rest assured:

You will either receive your products or a full resolution — guaranteed.

We will not leave you without answers.

You have my full attention on this matter, and I will follow through from start to finish.

Please reply with your order numbers at your earliest convenience, and I will send you an updated status as quickly as possible.

Sincerely,
Martin
Customer Support Manager
Mooijane

Resposta da Mooijane

5/12/2025

Hi William,

Thank you so much for your wonderful feedback! We’re thrilled to hear that you’re impressed with the weight and finish of your new table lamp. Quality and longevity are exactly what we strive for, and it means a lot to know the piece feels substantial and well-made in your home.

We truly appreciate you taking the time to share your experience. If you ever need anything or have questions in the future, we’re always here to help!

Warm regards,
The Mooijane Team

Resposta da Mooijane

5/12/2025

Hi W. Burke,

Thank you so much for your kind words! We're delighted to hear that our live chat team was able to assist you quickly and make the ordering process easier. Providing helpful, friendly support is something we truly value, and it’s wonderful to know you had a great experience.

If you ever have more questions or need assistance down the road, we’re always here to help!

Warm regards,
The Mooijane Team

Resposta da Mooijane

Actualizada a 18/09/2025

Hi Caterina Murphy,

We checked your order's shipping history, and the package has already arrived at the local FedEx warehouse. Due to a warehouse overflow, there have been delays in processing and scanning the package into the delivery system.

We have contacted FedEx directly to prioritize your shipment, and we expect the package to be picked up and moved forward this week. Once FedEx completes the scan, the tracking will update and you’ll be able to follow the delivery progress in real time.

We understand how frustrating this delay has been, and we sincerely apologize for the inconvenience. Please rest assured that your order is not lost, and we are actively monitoring its status to make sure it reaches you as soon as possible.

If you would like, we can provide a direct contact point at FedEx for you to confirm the status on their side as well.

Thank you for your patience, and we truly appreciate your understanding.

Best regards,
Nicole

Resposta da Mooijane

Actualizada a 23/06/2025

Dear JT Payne,

Thank you for taking the time to share your experience. We sincerely regret that your order did not go as smoothly as intended and appreciate the opportunity to respond and clarify the situation.

We would like to address the following points for clarity:

Product Quality: We’re pleased to hear that you found the chandelier beautiful and well-packaged. As you mentioned, the product itself was functional and free from quality issues.

Partial Refund Granted: You received a 50% refund through PayPal, and we did not request the return of the chandelier. This means you effectively received the item at half the cost, which we believe was a fair resolution under the circumstances.

Email Communication: While our support team uses standardized templates to maintain professionalism and consistency across all responses, each reply is handled by real customer service representatives who aim to address concerns respectfully and effectively.

Resolution Efforts: Although we did initially offer to send a replacement after further investigation, we understand your frustration with the delays. We respect your choice to source agate slices independently. However, we did not ignore your case—we exchanged over 50 emails and tried various methods to assist, including compensation and reshipment options.

Return Policy and Requests: Our return policy requires returned items for full refunds. You declined to return the product or cover shipping, but still requested a full refund and a replacement. We strive to be fair to all customers, and we hope you understand that such a resolution is not reasonable from a business standpoint.

We also want to clarify that:

The initial shipping error was due to a rare fulfillment mix-up for which we took responsibility and worked to resolve promptly.

All reviews on our website go through an automatic moderation system to filter out spam or inappropriate content—not genuine feedback. We are currently reviewing this process to ensure transparency.

Lastly, we deeply regret that your experience has left you dissatisfied. Your feedback has been noted and will help us further improve our service and communication.

If you have any remaining concerns or suggestions, we welcome the chance to speak with you directly.

Sincerely,
Rachel
Mooijane Support Team

Resposta da Mooijane

4/06/2025

Dear

Thank you for taking the time to share your feedback. We are deeply sorry for your experience and apologize for the frustration and inconvenience this may have caused you.

Mooijane is committed to providing products that meet our quality standards and customer expectations. Our design offices are located in the United States and the United Kingdom, while our manufacturing facilities are located in Asia. This allows us to provide handcrafted products around the world. Our shipping policies, including manufacturing locations and estimated delivery times, are clearly outlined on the Shipping Information page, which can be accessed through the footer of the website. Standard shipping time is 3-5 weeks, which refers to the total estimated time from order placement to delivery. However, as stated in our terms and confirmation email, shipping time for international shipments may be extended to 4-6 weeks, depending on production volume and customs clearance of international shipments.

We are deeply sorry that the product did not meet your expectations in terms of workmanship and that you experienced difficulties during installation. This is not an experience we want to provide and we take your concerns seriously.

Regarding your return request and ongoing communication with our customer service team, we actively sought to resolve the issue and provided you with a solution. Please be assured that we are committed to resolving this issue in a fair and respectful manner.

We are also actively working internally to find a solution for your case and come up with a clear solution.
Thank you again for your unpleasant experience and thank you for your patience as we work to resolve the issue.

Regards,
Aylin
Mooijane Support Team