Key Takeaways
1. Customers are frustrated due to unexpected shipping fee changes after completing orders, despite initial “Free Shipping” promises.
2. Delivery delays and lack of tracking information have caused dissatisfaction among backers, with some receiving their orders without notification.
3. Many customers are unhappy with Genki’s customer service, reporting difficulties in obtaining refunds and assistance with warranties.
4. Some buyers experienced long waiting periods for refunds, with communication issues leading to feelings of being ignored.
5. Genki has not publicly addressed these concerns after being contacted for a response.
Genki, the company that creates the Moonbase USB-C dock, is currently dealing with unhappy supporters and customers. Many of them are unhappy because they claim that the shipping terms changed after they completed their orders, and that communication has been lacking. In several Reddit discussions (see links below), Moonbase backers shared their purchase details, which clearly indicated “Shipping: Free” at the time they bought the product. However, weeks or even months later, they report being asked by the pledge manager to pay extra shipping fees, usually around $18-$20, even though their orders hadn’t changed at all.
Shipping Delays and Tracking Issues
The problems with delivery schedules have also sparked frustration. Back in June, some users shared earlier updates that indicated U.S. shipments would start in late May, but many did not receive any tracking information until mid-June. Some received their tracking numbers or packages without any heads-up, while others felt kept in the dark, despite having paid the extra shipping fees. One customer shared a support email that mentioned devices “arriving in batches” to the U.S., with warehouses “already shipping,” and promised tracking info once the orders were sent out.
Customer Service Complaints
The dissatisfaction extends beyond the crowdfunding campaign itself. A different buyer who ordered accessories directly from Genki’s website in mid-June detailed several changes to the shipping windows, including a new date in late July, but still had not received any tracking information over two months later. Other customers reported struggles in getting refunds or help with warranties. One individual mentioned that their repeated requests to cancel went unanswered until they initiated a PayPal dispute to get their money back. Others claimed they faced long delays—sometimes a month—for refunds and talked about “radio silence” regarding issues with defective products.
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