ComplaintsforMove Mountains Co., LLC

• Initial Complaint

  02/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered and paid in full ($749) for a wedding album from Move Mountains *** in August 2022. On August 19th I received confirmation that my payment was received and the order would take about 5-6 weeks to ship. On August 29th I received an email that I would soon receive an update and tracking number but never did. On April 4, 2023 I emailed MMC to ask if they had an update on our wedding album since so much time had passed. They responded on June 12th stating they has "just wrapped up" and the album order was being placed "today". I responded immediately asking if the order would be cancelled since so much time had passed with poor communication and transparency. MMC responded "If we were earlier on in the process, yes but we have completed the entire design process so at this point that wouldn't be possible". When asked why the 14 month delay, the response was "I spoke with ****** on this. I'm not really sure I have an answer for you. This seems to have been done for a while and I think it was just an oversight on our part." I heard nothing back and on December 4, 2023 emailed the company to ask for another update on our wedding album. After no reply, I emailed again on December 8th but still have not received a response. At this point I would like my money back from Move Mountains *** for the services I never received.

  Business response

  02/21/2024

  We sincerely hope this message reaches you in a moment of understanding and patience. We received your request through the Better Business Bureau, and I want to emphasize the depth of our commitment to addressing your concerns.

  
  Our team is deeply invested in ensuring that your experience with us is not just satisfactory, but genuinely positive. We recognize that the heart of the matter lies within the significance of the album to you, and for that, we extend our sincerest apologies for any distress this situation *** have caused.
  
  To remedy this, we would like to present you with two resolution options, each crafted with the utmost empathy:
  
  Album **************** Additional Copies: Should you still wish to receive the album, we are more than eager to proceed with fulfilling your initial order. As a token of our commitment to your satisfaction, we would like to extend an offer of two additional copies of the album for parent albums, completely free of charge. Our hope is that this gesture conveys our dedication to making amends
  
  Refund: If, however, your preference is to bring closure to this matter with a refund, we stand ready to reimburse you the full valued cost of the album. We understand the inconvenience this situation *** have caused, and we firmly believe that offering a refund is the most sincere way to address any disillusionment.
  
  Your opinion matters deeply to us, and we genuinely want to hear your thoughts on the matter. Please let us know which option resonates with you, or if there's an alternative solution you envision. Our priority is to ensure that you not only feel heard but also genuinely satisfied with the resolution.
  
  In acknowledging our oversight and any miscommunication that *** have occurred, we extend our sincerest apologies. Your patience and understanding during this time are immensely appreciated.
  
  Thank you for entrusting us with your concerns, and we eagerly anticipate your response as we work together to bring this matter to a heartfelt and satisfactory conclusion.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩