UPDATE -- After 39 emails with the company…read more..
I am updating my review to reflect the full and accurate timeline of my experience.
I ordered a sentimental, personalized moon phase necklace -- the core type of product Moonglow is known for. Because these pieces are meant to represent meaningful dates, accuracy and attention to detail are essential.
Unfortunately, three separate necklaces were sent to me, and all three had issues.
Necklace #1 (Order #554328):
- The second charm fell out (manufacturing defect)
- The third charm's moon orientation was incorrect
Necklace #2 (Replacement #554789):
- The moon orientation was assembled incorrectly again
- This was confirmed by Moonglow as an assembly error, not a data issue
Necklace #3:
- The photos provided were inconsistent and made the orientation appear incorrect
- I had to request clarification because the necklace lying flat looked different from the photo of it being worn
Only after extensive back‑and‑forth did a representative (Akeba) finally acknowledge the actual issues and offer a fully checked replacement with photo verification before shipping.
My dissatisfaction was never about compensation. It was about the repeated errors on a meaningful piece and the amount of time and effort required to get something made correctly. Three incorrect necklaces is not a one‑time mistake.
I am sharing this updated review so the full timeline is documented accurately.
I did receive a refund, and I appreciate that -- but I still want to share my experience because this necklace was something very, very special to me.
They initially tried to refund me less than what I paid until I brought it to their attention.
I ordered a custom moon‑phase necklace, and unfortunately both the original and the replacement were made incorrectly. The moon phases were assembled in the wrong orientation -- not how the necklace hangs when worn, but as if someone laid it flat on a table and never considered how it would actually sit on a person's neck.
On the first necklace, I didn't even notice the incorrect orientation at first because I was more focused on the fact that one of the charms literally fell out. When the replacement arrived, I realized it had the exact same orientation issue, which makes it clear this is a manufacturing flaw, not a one‑time mistake.
Even though I was refunded, I'm still left with two necklaces that aren't right at all. They're basically pointless unless I put them in a case and set them on a shelf -- they can't be worn the way they were meant to be.
What makes this especially disappointing is that I never wear jewelry -- this was going to be the first piece I ever wore because it was meant to be a sentimental, three‑generation moon‑phase keepsake for my daughter, my granddaughter, and me. For a company that markets itself as creating meaningful, sentimental jewelry, it was disheartening that something so personal was made incorrectly twice. The emotional significance is the whole reason people choose this brand, and that part was completely lost in my experience.
To show how much this truly meant to me, I even designed a metal wallet card to go with the necklace (with names and birthdays crossed out for security), along with a card that shows the true representation of the three moon phases and what they symbolize for our three generations. This wasn't just jewelry -- it was a meaningful keepsake. I'm genuinely heartbroken that both necklaces were made incorrectly.
