Hey,
I love my iPhone and I love photography, so I thought purchasing a lens from Moment would make sense.
I cannot think of a worse customer experience .My wife attempted to place a web order for a case and a few lenses, only to get rejected by Moment's overworked and underprepared web site.They sent an email explaining how overwhelmed they are, and that they only have 20 staff, so I should understand.I did, and was finally able to place the order a couple of days later.Then, yesterday, another email from Moment; this one saying they are running behind schedule, and if I want the items as promised, I would have to pay an additional $35 for an overnight Courrier. When I wrote them as asked why there ineffiecncy became my problem, and asked if they would cover the fee and honor the original deal, they said no, and refunded the purchase price,eventhough my wife reached out and said she was the one ordering the lens and she still wanted it Here is the actual exchange:
hey richard,
thanks for the email. i went ahead and canceled your wife's order. you will see that back on your credit card in 5-10 business days.
i understand the frustration but life is too short to work with customers that just want to send negative emails and give the team bad ratings because they don't like the answer. we clearly can't deliver at the level you expect so please buy from someone else. we are constantly pushing to get better so hopefully someday we'll be at the point we can exceed your expectations.
you are welcome to yell at me. i'm the founder of the company.
thank you,
How would you rate my reply?
Great Okay Not Good
Marc Barros
@marcbarros
Moment
Good news, Moment works for iPhone 8, iPhone X, and Google Pixel 2.
We're giving away an iPhone X and $7000 in gear!
Download the Moment App.
Follow us: Instagram | Twitter | Facebook | Pinterest | Snapchat | YouTube
{#HS:484295579-112667#}
On Sun, Dec 10, 2017 at 3:10 PM PST, Richard > wrote:
And add automated emails to your problem list.
On Sun, Dec 10, 2017 at 2:13 PM PST, Richard > wrote:
All I seem to get from you are excuses,
First you web page couldn’t handle orders, and now you are behind schedule and have the audacity of suggesting an overnight shipping fee of $35 to get the order , in the time frame originally offered and promised.
Wow, you should eat the additional shipping charges to have some integrity vs placing the burden on the customer.
On Mon, Nov 27, 2017 at 8:30 AM PST, Andrew Stoner <hello@shopmoment.com> wrote:
Hey Richard,
Thanks for reaching out.
We're currently experiencing a high-volume of traffic and it is slowing down our site. Our team is working quickly to improve the speed, and we'd recommend checking back by tomorrow. You can also shop Moment on Amazon right here.
Our sale will be running through the end of November, so there's still plenty of time to get your order in with the sale prices.
Thank you for your patience.
All the best,
Andrew
Andrew Stoner
@andrewheartsbacon
Moment
Good news, Moment works for iPhone 8, iPhone X, and Google Pixel 2.
We're giving away an iPhone X and $7000 in gear!
Download the Moment App.
Follow us: Instagram | Twitter | Facebook | Pinterest | Snapchat | YouTube
On Mon, Nov 27, 2017 at 7:02 AM PST, Richard > wrote:
Hello
My wife and I were trying to purchase a macro lens for the iPhone X and a case as well. The lens was on sale as was the case. We went through the entire process and then, when we pressed complete order, a “502 Bad gateway’ page came up. I do not know if my wife’s order went through or not.
Her name is Barbara ,Order was placed on her Visa card. And was to be mailed to me, Richard E at same address. Can you please let me know if the order went through or not. And if not, can you please let me know how to place it other than via the website, as we do not want to have that problem again. Thank you!
I love my iPhone and I love photography, so I thought purchasing a lens from Moment would make sense.
I cannot think of a worse customer experience .My wife attempted to place a web order for a case and a few lenses, only to get rejected by Moment's overworked and underprepared web site.They sent an email explaining how overwhelmed they are, and that they only have 20 staff, so I should understand.I did, and was finally able to place the order a couple of days later.Then, yesterday, another email from Moment; this one saying they are running behind schedule, and if I want the items as promised, I would have to pay an additional $35 for an overnight Courrier. When I wrote them as asked why there ineffiecncy became my problem, and asked if they would cover the fee and honor the original deal, they said no, and refunded the purchase price,eventhough my wife reached out and said she was the one ordering the lens and she still wanted it Here is the actual exchange:
hey richard,
thanks for the email. i went ahead and canceled your wife's order. you will see that back on your credit card in 5-10 business days.
i understand the frustration but life is too short to work with customers that just want to send negative emails and give the team bad ratings because they don't like the answer. we clearly can't deliver at the level you expect so please buy from someone else. we are constantly pushing to get better so hopefully someday we'll be at the point we can exceed your expectations.
you are welcome to yell at me. i'm the founder of the company.
thank you,
How would you rate my reply?
Great Okay Not Good
Marc Barros
@marcbarros
Moment
Good news, Moment works for iPhone 8, iPhone X, and Google Pixel 2.
We're giving away an iPhone X and $7000 in gear!
Download the Moment App.
Follow us: Instagram | Twitter | Facebook | Pinterest | Snapchat | YouTube
{#HS:484295579-112667#}
On Sun, Dec 10, 2017 at 3:10 PM PST, Richard > wrote:
And add automated emails to your problem list.
On Sun, Dec 10, 2017 at 2:13 PM PST, Richard > wrote:
All I seem to get from you are excuses,
First you web page couldn’t handle orders, and now you are behind schedule and have the audacity of suggesting an overnight shipping fee of $35 to get the order , in the time frame originally offered and promised.
Wow, you should eat the additional shipping charges to have some integrity vs placing the burden on the customer.
On Mon, Nov 27, 2017 at 8:30 AM PST, Andrew Stoner <hello@shopmoment.com> wrote:
Hey Richard,
Thanks for reaching out.
We're currently experiencing a high-volume of traffic and it is slowing down our site. Our team is working quickly to improve the speed, and we'd recommend checking back by tomorrow. You can also shop Moment on Amazon right here.
Our sale will be running through the end of November, so there's still plenty of time to get your order in with the sale prices.
Thank you for your patience.
All the best,
Andrew
Andrew Stoner
@andrewheartsbacon
Moment
Good news, Moment works for iPhone 8, iPhone X, and Google Pixel 2.
We're giving away an iPhone X and $7000 in gear!
Download the Moment App.
Follow us: Instagram | Twitter | Facebook | Pinterest | Snapchat | YouTube
On Mon, Nov 27, 2017 at 7:02 AM PST, Richard > wrote:
Hello
My wife and I were trying to purchase a macro lens for the iPhone X and a case as well. The lens was on sale as was the case. We went through the entire process and then, when we pressed complete order, a “502 Bad gateway’ page came up. I do not know if my wife’s order went through or not.
Her name is Barbara ,Order was placed on her Visa card. And was to be mailed to me, Richard E at same address. Can you please let me know if the order went through or not. And if not, can you please let me know how to place it other than via the website, as we do not want to have that problem again. Thank you!
Last edited:
As an Amazon Associate, MacRumors earns a commission from qualifying purchases made through links in this post.