My spouse and mother were both lawyers and I can tell you that offering reimbursement of expenses, refund and $200 store credit is extremely reasonable and proportional to the harm done and a lawsuit would be expensive, exhausting, and pointless and it would be difficult to find a lawyer to take the case.
I don't think $200 is reasonable. Who knows how the injury affected her work and daily life and now she also has a scar. They should have offered to pay for any time missed off work, travel, etc. And more than a $200 credit.
Medical expenses may not always be limited to the original ER visit. Depending on how deep the cut was, there could be nerve damage, it can affect the use of your hand, you might need time off work, etc.
I might have been lucky, but I live in Denmark and have received 195 bottles and none were broken. I did receive one though with polish that had oozed out and got a refund. The bottleneck wasn't broken
I agree with you, I feel like by addressing the problem and taking steps to fix it will keep me as a customer as well. I wonder if there will be a bottle change incoming after they get rid of stock.
To be fair, if I needed to go to urgent care after breaking a glass bottle in my hand, I wouldn't think to stop to photograph my bleeding hand with nail polish all over it.
yes I know that's why I said or their correspondence with mooncat or their hospital bill. I don't think they are lying BUT having more evidence always helps
Not the first thing I'd do... but the last time I went to urgent care, I had plenty of time in the emergency room to stare at my injury and ponder the events that lead up to it/consequences. 😂
Yeah, it would definitely be more of an afterthought for me. Though you would not believe how many people do. I hate when friends send me photos of their injuries.
Oh im READY 🍿 adding now that i’ve watched the video lol: i didn’t see that they actually responded with saying they’re going to clear their old inventory etc, thats so good! i was wondering if they would do that since its basically pouring money down the drain but honestly it seems like thats something they have to take up with their bottle vendor and get reimbursed by them for such a bad/faulty batch of bottles. I’m not surprised they didn’t address any exploding bottle claims though lol 😬 idk how true this is but I could’ve sworn i saw on reddit that the FB group was deleting any posts of broken bottles bc its apparently a customer service issue and they don’t handle that thru FB? Which i guess makes sense but it still looks bad imo to just be deleting posts. But it def is a damn shame this is even an issue considering their price point! I really do hope they get this resolved asap. It also sucks that this is such a huge step back in terms of public perception bc for so long people held their swatch photos against them, well after mooncat listened & implemented that feedback. But it does seem like they still struggle with batch inconsistencies more than other brands 🫣 appreciate you making this video Linry, your journalism was incredible! 👏🏼
YES that's what I heard that the Facebook groups were deleting comments. idk that just puts a bad taste in my mouth. I'm hoping this is a real turning point for mooncat and that we will see less batch issues (batch issues will always happen but the fewer the better lol)
I appreciate this video so much! And yes it’s so clearly a bottle issue blaming packaging is missing the point. Plenty of people got unbroken Mooncat orders for years and it wasn’t until the bottle changed that things started breaking. Obviously the manufacture process has changed, either there’s micro defects in the glass making it more prone to fragility, or it’s simply too thin (or both). I need somebody to sacrifice a few bottles to get some measurements. But honestly I think Mooncat’s response has been as good as it can be, people are very critical at this point so for some it may never be enough. But I also wonder, how many broken bottles out of how many unbroken ones? I’ve seen an influx of Mooncat broken bottle posts, but it’s not like a flood of them, it’s more like 20. Most people seem to be getting their orders just fine. So I think for those of us with already purchased bottles be careful but don’t panic, maybe open and close them over a sink if you’re worried, with a paper towel if you’re really worried, and take care not to overtighten. If it’s been used a few times without an issue it’s probably safe. I hope Mooncat can find and remedy the issue, but I know changing manufacturers is *so* difficult and expensive especially with things like contracts. And this is for an issue what can’t actually be seen. Nobody’s been able to look at a bottle and tell which will break and which are safe which makes it a much more difficult issue to solve.
I opened youtube, saw this as my first recommended video, and said YUUUUSSSS so loud I scared my cat. You're bringing us a full on nailpolish news report and I love it!
it's funny because I straight up flung my bottle of Maelstrom off the kitchen counter onto a tile floor and it was fine 😅 didn't realise how lucky I was!! I guess this is the problem with having custom packaging (ie the bottle shape) yeah it looks cool and different to other brands, but there's probably a reason the majority of brands go with a standard square bottle. My guess would be the thickness change is likely a cost saving thing, even if it's "cheaper" than some of the nail polish ingredients, the amount you can save when bulk ordering thousands of bottles will be a lot. Gotta say as an international customer this does put me off buying more Mooncat as I'd have to get them from a stockist not direct and I don't know how much of the customer support would be available in that scenario
I love this deep dive investigation! Very thorough and well documented. I’m glad to hear that Mooncat reimbursed that redditor’s medical expenses, that was the right thing to do. It’s a relief they’re redesigning the bottle, but I probably won’t be ordering from them until a new bottle kicks in.
Yes Linry! A video essay about our niche hobby drama is exactly the content I need! AnaRants did a video essay about the Cirque Mystery bags fiasco, and I was so sad when I couldn't find similar content. Love this!!
My personal uneducated opinion is that they overfilled the bottles. Here is why I think this: I live in flat @ss Iowa. I've never had a broken one but I've had quite a few that leaked out the top. I've never had one explode. I've ordered quite a sh*t ton from mooncat this year. My brother recently traveled across country & did some camping at higher elevation. He sent me photos of his chip bags all bloated & ready to explode. This effect with somewhat delicate glass bottles could be 💥 😬 that's what i think happened. But i also think ppl are taking advantage. Bc i've had several emails from mooncat this year asking if my orders arrived ok
Haha I’m the person whose Portrait of an Introvert broke! So funny to see myself on here. I ended up getting a refund but no replacement because they ran out. 😢
Great video! I have a handful of MC polishes. I’m not a fan but I’m not a hater. I’m more of that annoying person who grumbles about things that seem overhyped (it’s not allllll that 😏😂) Anyway, I’ve never had an issue but I am officially requesting in your next similar video that you wear your white science coat & pointer and your Sherlock Holmes cap & pipe when giving your research & investigative reporting 🤣
I have my first broken bottle this morning. It got cleanly snapped at the neck. I saw dried polish coming from the cap and I knew this would be bad news. The overfilled polish dried and sealed the cap to the bottle, so when you try to open it, you have to hold the bottle tight to uncap it. That plus a compromise weak bottle means disaster.
noooo the neck snapping is really interesting to me as it seems to happen less then the face cracking I wonder if the neck breaking has to do with how much polish is in the bottle
A of all, I started watching your videos because of the comment-section banter between you and Nicole Loves. B of all, I *just* had a bottle explode and the reason I knew what to do and what had happened was because Mooncat had sent out that bottle update. We’re having a heatwave in Seattle and my bottle of Take Me to Your Leader (purchased during the Lunar Sale on Polished Yogi’s recommendation; what up, nail community 💫) fully cracked and severed from the face near the shoulders and leaked all over my shelving. I then checked every single bottle in my collection-all safe-and a fan has been going ever since. I’m now super curious about the other bottles I bought but haven’t tried but don’t dare open them until it cools down here. My other experiences with Mooncat customer service have been fantastic: replacement of the retractable vanisher when the bristles weren’t properly attached in my first one and a replacement bottle of polish for a bottle that didn’t break in transit but did leak an exorbitant amount of polish all over the entire order. Which comes to: it does seem pretty clear that the full and bottle strength of current glass integrity is the issue and it sounds like they are taking the honest steps to remedy that. I’d much rather do business with a company that talks about what they are fixing and fixes it than a company that pretends they have no issues and then quietly tries to mollify customers. I wish I knew more about how quality control works for boutique brands. That would be super interesting.
I think it’d fit right in with the embracing the weird part of the branding-part of weird is enjoining How Things Work. It’s like the next step beyond mixing and pouring videos. And now, an update: Mooncat refunded my purchase. They could not replace my bottle as the product is sold out-which makes sense and upon reading I realized I didn’t really want a replacement before bottles are restored to heartiness.
OMG I made it 30 seconds in, paused the video because I was CACKLING, then sent it to my boyfriend to have him watch. 😂 Mooncat is too expensive to be having these bottle issues. I personally have not had a bottle break, but I do have several bottles from them that have very visible seams and the face looks thin. I ended up ordering 80 empty nail polish bottles from tkbtrading and I'm going to transfer my entire mooncat collection because the polishes are too pretty to just get rid of. Still like the brand, but unlikely that I will buy again until they fix this bottle issue. I said in someone else's video that I'd rather pay the $47 + shipping and transfer instead of paying $200+ on a surprise urgent care/ER trip
Same. I know all nail polish has a risk of coming broken, but it's clearly a way more common issue with Mooncat than any other brand. Yeah, I get that they'll replace it, but I don't want to deal with all that when I'm already paying Mooncat's premium prices and there are so many other brands to choose from.
I feel like ordering anything shipped in a glass bottle, you run the risk of items being broken in transit. However, bottles spontaneously shattering is definitely concerning. It seems like Mooncat has addressed the concern and will be taking measures to address it, which I think is fantastic on their part.
What a great video! I saw you only wanted to do 15 min talking about this but I'm SO HERE for the 40 min deep dive! I love this format and I would love to see more of it in the future 😊
Omg this just happened to me both in shipping and spontaneomusly! First when I ordered nightcrawler. It took them 3 attempts to get me one that was not broken but they finally did! Yay! Then it happened to me with Moonicorn again. I took my Moonicorn to work and it was hot outside but I had it in the AC. Went to eat dinner in the evening and came back to the car a bit later and the bottle had exploded in the car. I want to say heat has something to do with it but it was cooler in the evening and really? If it can’t handle being in the heat for like 40 mins thats not good. But I still want to love this brand and have hope they will fix the problem
Hey just stumbled across your video and this just had this happen in April when the Lunar sale was going on. I ordered 10 polishes- one bottle out of the 10 was broken inside the package at the neck and across the face!! - I could smell the polish before I even opened the box. Contact CS, sent pics and they sent another one right away! GREAT!! --HOWEVER- BUT- & COMMA...another polish was sent 1/4 used👀👀 Polish color is not what it looked like on the website, along with a few others- out of the 10 I am only keeping 5! I have ordered from Orly, Cirque, Hella Handmade, KB Shimmer and have never had this happen! THANK YOU FOR YOUR VIDEO--bc I just knew I was going crazy!!
I really hope they don't change the shipping packaging, since foam and plastic are so bad for the environment and that's the industry standard. They haven't lost me as a (new) customer
I made my first purchase from mooncat this year during their sale I had just one bottle that arrived broken I immediately took pictures & sent them with my email now I don’t recall seeing a refund but they did send me a new bottle of the polish that was broken I didn’t post about it on social cuz I didn’t think it was that big of a deal to complain out to the world
I’m one of the people who got a broken bottle. I’m in Europe so I understand that the package is traveling some miles, but it was just disappointing. I only got a refund, not a new bottle, so it left a bad taste in my mouth. I left a post on r/mooncat with my photo.
Love the green screen so much... oh the places you'll go!! I especially like when it gives you a glowing green aura... radioactive af!! Ps. Careful handling those baby grenades with your big strong hands.
I have had a few bottles (Mooncat and other brands) arrive broken but they always got replaced. I've never had one spontaneously combust on me. Unrelated to the topic but related to the video, I thought the green screen was great and loved your reporting style! Informative and hilarious! Thank you!
Honestly, I think if they just added some buffer between the top and bottom of their boxes, it would make a HUGE difference (that buffer could totally still be cardboard, OR a recycled fiber fill like cirque). I firmly believe that at least some of bottles broken in transit are because there's zero gap between the wide side of the bottles and the outside of the box. It makes it a lot easier for someone stacking something heavy on it, or tossing something on top of the box for it to cause enough pressure to crack. The ILNP bottles are square, smaller faces on the bottles makes them inherently stronger (the further the force from supports, the more it will cause deformation). Hopefully they resolve this. I have never received a broken bottle myself, but I know people who have received multiple, which makes me think that climate and packaging could be a factor (their post office are rougher on their packages). Anyway, love this video.
So I actually went and checked my bottles from my sale haul after your video, like you I didnt think the visible seam was an issue but now im not so sure. I have 2 bottles with hairline cracks, both appearing where the seam meets an edge - one at the top and one at the bottom. Seems like it could be a weak point! I also have a bottle where some of the glass has sheared off from one of the ridges on the neck. (I can share an Imgur link if you need, idk if it's allowed to include) That was 3 bottles out of 9 with an issue, and they were all pretty hard for me to spot at first and absolutely could worsen over time and use! I've reached out to Mooncat so hopefully they'll send out replacements. That intro was a work of art!!
I had to tune in, even from vacation! ❤️ The grenade opening is 👩🍳 chefs kiss! I appreciate your sceptical take on the posts. I will be careful opening my MC bottles when I go to use them next time!
Thank you for this video. On Friday, I received an email from Mooncat about what is going on. Now regarding my last couple purchases, I did notice that my bottles felt a little swollen. So far I haven’t opened them yet, I’m hoping that when I get around to opening them, the bottles won’t break 🤯
Thank you for providing a well-reasoned, fair discussion. I often see rabid haters or rabid fans posting about things. I’m a casual fan and often just raise my eyebrows at people losing their minds.
Loved this! And loved the comments about them actually addressing the issue. I had to explain the batch issue on the HT group to someone who has one of the bad Zyler bottles. Over a year after the fact, she had no idea since HT never admitted it. I kinda want to see videos of Mooncat doing the new tests tbh.
ahhh yes the "golden zyler" so many people were saying nothing was wrong,and then Cristine came on on a stream and said the glitter they got was too different from the og (it was only said on stream and not in an email)
how did you know reddit has been serving me this drama with no context on r/laqueristas (a community I am not a member of) and I've been dying for the tea
Interesting comparison between Mooncat and Holo Taco shipping out so many bottles around their sale. They actually share (or shared in the past) a warehouse, so these bottles are also coming from the same place. Also as far as the FB commentary, the posts are moderated but the comments about the broken bottles were just that, comments on posts talking about how pretty Portrait of an Introvert were (where someone would come in and say "I really wanted this but my bottle broke and they don't have replacements so I got a refund instead).
I'm in the Mooncat group but I'm not active so it doesn't pop up in my feed. I find it very hard to believe there are any posts about broken bottles in the group because I've seen multiple complaints in other groups that they don't approve negative posts and are very quick to delete comments they deem to be negative (even comments from POC pointing out bigotry).
I've only ordered a couple of times from Mooncat with no issues. However I recently moved and I took out my nail polishes. The only one that I had issues with was with a Mooncat bottle that was cracked. I never used that color either.
OK, I see I see, thanks for all the info! I am really curious if other bottles have ever “exploded”. That just seems wild. Maybe it’s just a perfect storm scenario. Maybe the weather, that barometric pressure in that particular area, how it is stored, the bottles thinness, all being the perfect mix. It would help if we knew all those factors in every exploding bottle situation lol. Bottle explosion science.
@@RainbowSludge YES thats what I'm wondering yeah bottles break but the "exploding" is so strange I really hope mooncat fills us in once they know what went wrong.
Yeah my HoH is not blue its purple :( and idk if its too late to contact them or not . Like I like purple but wanted the blue! This whole breaking bottles has been wild. Id love to see the random exploding bottle too! So bizzar . Ive read comments of people polishing then setting the bottle down and exploding. Like what! How ?? Great video though!
Breaking in shipment is something I always worry about, especially with some stores like Ulta that use such ridiculous, borderline negligent packaging. They just throw multiple loose glass bottles into a large bubble mailer where they bang and clang against eachother. If your polishes all arrive intact from Ulta, it's almost a miracle! And I still remember your pink Salon Perfect that broke in transit. But bottles breaking in your hand is a lot scarier. I hope Mooncat can go back to their old bottle supplier.
I absolutely love mooncat and the polishes I have from them, I have not had a bottle break (so far) but I have had 2 of my polishes from them leak during delivery, but i couldn't imagine having a bottle of nail polish just shqtter in my hand that is awful
Lol that intro 😆 I have to say, I've come to view the subreddit a little suspciously as of late. It's great that people feel like they can be more honest there, but being an isolated community also means that people get carried away with their...um, opinions. Like, all of the people suggesting lawsuits? I'm not sure that's a realistic option for most people, but that's coming from someone who doesn't live in the US. That is not to say that I doubt that Mooncat has a legitimate issue with their bottles (and possibly shipping packaging). They seem to be still figuring out what is the main issue, however, and I do think it's fair to give them time to do so. There's a lot of stuff that is probably going on behind the scenes that perhaps is not appropriate for the brand to talk about openly (for instance, issues with manufacturer and any contracts that the brand is bound by). I almost feel like people expect Mooncat to stop posting on their social media entirely and put all their employees on bottle investigation duty, but that's not actually how it works. By all means, I hope all affected customers are being heard out by the brand and that Mooncat takes the criticism seriously and finds a solution to the broken bottles soon, but as for the social media outrage, I think I'd rather stay away.
YES! these things take time! thats what I loved about the email, they told use what they are doing NOW, and what they will be doing LATER so transparent loooove that
Hello Linry! Great video! You are hilarious! I love watching you, let’s be friends! ❤ This is an important topic to talk about. I’ve been buying A LOT of nail polish in the last year and a half. Mooncat polishes fully fill up two drawers in my IKEA Helmer, which means I buy A LOT from Mooncat. In my experience, in the 50 orders I placed over the last year and a half, 5 orders arrived with broken bottles. To this day I received 10 broken bottles out of 200 bottles I ordered. Customer service always sends me a replacement, but you’re right, it is not a positive experience to have to contact customer service about the same issue over and over again. I suggested that they start using a sticker on packaging that says “Fragile. Please handle with care.” I think majority of the damage happens during delivery. I never had a bottle that exploded in my hand, but I will be extra careful from now on (just in case). To this day, Mooncat is the brand that breaks the most in transit. No other brand that I order from has this issue, and I order A LOT from other brands (Holo Taco, ILNP, Cirque Colors, Polished For Days, Zoya, ORLY, to name a few).
20:37 I'm surprised there isn't a picture. Laquristas is pretty sticky about that. They'll delete your post if you don't post photo proof of everything. Also, it's Lacquer- istas Like fashionista
I had one broken bottle during the lunar sale. It was weird, it was in the middle of the box on the top row and it was crushed. So to me it looked crushed at the warehouse already, couldn’t have been shipping because the box above it was fine and the bottles on the right and left were completely fine. They of course replaced the bottle and I will forever love Mooncat and their customer service so no shade whatsoever. I just thought it was strange.
I received a broken bottle in my lunar sale order. It was cracked along the face like you mentioned. I asked for a replacement, and that one broke in my hands while I was trying to get it out of the box! It looks like it cracked along the seam but I think that was only because it broke at the neck first and I accidentally pried it open. I did end up getting polish all over the carpet 😢 I gave up on another replacement and just asked for a refund. I wasn’t planning on buying any more polish soon but I don’t plan to buy from Mooncat again until it’s confirmed the issue is fixed.
Love the green screen! I especially love how when you're not displaying a background its just a green screen. 😂 Out of the hundreds of polishes I've ordered from many brands, many just bubble wrapped in a bag (PPU comes to mind), I've only ever had two bottles break. One from OPI from walmart, and another from 150 Color Club 50 cent mysteries that I ordered to donate. So yeah, there must be something wrong with their bottles because I think their packaging is pretty solid. I've never had one break, but I have more of their old bottles than new ones. Aaand...many of the new ones are still unopened. I'll just have to be careful when I open the newer ones or shake them up. I've had a couple issues with Mooncat's formula (A Very Merry Unbirthday and one of their top coats never dried for me, even after Mooncat replaced them), but I still think they are a great brand and their customer service is good and I still buy from them now and then.
I don't want to shoot myself in the foot, but I have been collecting nail polish since 2012 and started indies in 2013. I have never received a broken bottle (knock on wood)! I'm in Canada so I dunno if it is a heat or cold thing. In the winter I generally wait to open the polish after it has returned to room temp
Okay I just got my few Powerpuff polishes about six days ago. None arrived broken; I only opened one of them. I'm going to take the rest outside to open them wearing some heavy work gloves, and possibly goggles, if I can find them. Haha - but, NO actually for real. And provided they don't explode (Aaaa?), if they have gunky bottle necks I'm going to clean them right away. I've never had any issue with Mooncat as yet, and I hope I don't! Overall I think they are addressing this issue via their communication and restitution for those affected in the correct way. I do agree with you Linry that it is pretty apparent that the glass has become too thin on the faces/backs of these bottles.
I've had one bottle break in my hand, and it was a glitter from OPI. A brand that is used worldwide in spas and salons, a very well known brand. I contacted them, and got a replacement and they let me know that they will check the batch of that color
I have a bottle exploding story lol: so I traveled from Wisconsin to Denver and from Denver drove up to Keystone, CO which is at 10,000 ft elevation in October 2020 (don't judge me). I packed several holo taco nail polish bottles, maybe like 5 or 6, together in a cosmetic bag and in the holo taco box packaging. When I got there only the base coat had exploded? idk the word for what happened, half my base coat was out of the bottle and on the side of the box, the bottle had sheared on the side but didn't completely break open, it might have broken open but the card board from the box was glued to the side. I think I still have this bottle with the half of the base coat still in it and I still use it. I have no idea what happened, none of the other bottles had broken, but I think that when I went up elevation from 0 to 10,000 ft, the pressure was too much for the bottle and it exploded. I've traveled on airplanes with nail polish before, including this one and its never happened before. I did email holo taco about it just because I thought it was so bizarre and in case this was happening to other ppl and they sent me a 20% off coupon for my next order.
thats crazy! I've taken polish on a airplane as well. Maybe it was elevation and a bad bump on the road that caused it? sooo strange. Amazing that HT sent a coupon tho!
This is such a great breakdown, thank you Linry! I went to find Mooncat's statement but... it is nowhere on their social media. Which is quite shocking, how are customers going to know that they can and should replace their fragile bottles? If I hadn't been subscribed to your channel (which at least the YT algo did recommend to me a while ago, hurray!) I would never have known. No email either, even when I'm signed up for their newsletter. I understand this has to be a very expensive undertaking for them, but risking customers getting hurt because you're not communicating problems with product is probably more expensive if people end up suing for damages or asking for their medical bill being covered!
Sooo happy you did this! I belong to the MC facebook group and several times have thought 💭 “wow, these bottle seem to break a lot” 🤔 I own a handful of MC (more than 5, less than 10) and have never had an issue.
One of the six bottles in the last MoonCat order did break in transit -- broken across the face, similar to #10 in your photo montage. I *will* continue to purchase from MC as long as I like their polishes. However, I do believe MC bottles are more susceptible to breakage than other brands. MC's packaging actually seems *more* protective to me than some indie brands, e.g.,, PPU once sent me a polish in a flimsy carton loose inside a bubble mailer envelope, and the polish miraculously still arrived intact even though the carton was in rough shape.
Thanks for summing everything up in a fair and evidence-based manner! Out of about 75 polishes I've ordered from mooncat, I've only had a single broken bottle in transit. (Ironically it was the shade Shattered Glass!!!🤣) It was broken around the bottleneck within its box! And the polish had dried so I couldn't even get the bottle out of the box. When I emailed them they immediately shipped me a new one. Love the customer service and I feel lucky to have only had one broken bottle out of all of those chances.
Same. I got a kick out of my Shattered Glass having a chunk of glass missing from the bottle at on of the corners. I didn’t notice it when taking it out the box until I ran my finger across it accidentally cutting it 😅 Customer service handled it quickly.
I feel like ordering anything shipped in a glass bottle, you run the risk of items being broken. However, bottles spontaneously shattering is definitely concerning. It seems like Mooncat has addressed the concern and will be taking measures to address it, which I think is fantastic in their part.
I’ve only ever had one Mooncat bottle break before it arrived to me and it was during the Alice in Wonderland collab.! So that was about a year ago right? It was Mad Hatter, and they replaced it. I did send them pictures in my email. I will update later as I’m expecting a delivery soon 🤞🏽🙏🏽
The intro lmfao💀 I loved this kinda deep dive/conversational type of video! Please do more of these in the future if you see fit 🙏🏻 maybe talk about all the shenanigans going on with Cirque recently lol
Love your “unhinged” videos! I’m lucky enough to not have had issues with Mooncat bottles, but I can definitely see the difference in the seams between my old and new bottles.
This is such a great video!! I have not had any polish from any brands break in transit and none of my Mooncats have exploded. I did have a China Glaze break on me once though, I went to shake it and the neck just broke. I applaud Mooncat for taking an initiative and for communicating with customers about the issue.
I was wondering what was going on that prompted that email from MC. I personally haven’t had an issue other than a wonky brush which they replaced immediately for me. I wonder if the logo printing process is also part of the issue, maybe the stamping process is weakening the thinner glass. I feel bad for MC because this is a tricky issue to troubleshoot. Especially because their bottles are so iconic. I’m sure they’ll figure it out. I can imagine how disappointing it would be to receive a broken bottle.
Ok…I will share my experience but please don’t come after me…A couple weeks ago I received a bottle that had a tiny crack, contacted customer service and they sent a replacement. After getting the replacement I decided to salvage the damaged polish and transferred it to an empty Speed Demon topcoat bottle. That night I left(the salvage bottle) set on my desk along with other mooncat colors and some other brands (orly and cirque) the following day, after work I came back to paint my nails, when I reached for the repurposed bottle I noticed it was stuck to the polish next to it, so I lifted it and it fell on my desk, broken in half 😢 made a mess on my desk…it was so shocking! It basically exploded overnight! And I am aware that transferring the polish might have affected it…but if it did I suspect that it is a faulty formula along with a poorly made bottle that is giving us the perfect polish-bomb. Because none of the other polishes on my desk broke or exploded. And yes, I can show you pics if you would like because it was the first thing I did after screaming profanities before cleaning the mess…😂😅
@@flaggov6949After that experience, and then reading Reddit posts I tried to use the PPG collection but I felt so paranoid that I can’t enjoy painting my nails with theirs products anymore. But don’t get me wrong I don’t hate the brand, but I’m going to stay away from it for a bit until they resolve their issues.
@@WoWLinry I honestly think is a bad formulation and a cheap bottle. I just returned all my recent purchases today because luckily the brand has a no questions asked return and refund policy and you can actually do it for products that you purchased within 90 days of purchase. But I will stay away until the problem is resolved. Not hating because I still own 75 other colors I got last year 🤣🤣🤣😅 and I love them, but until then I don’t plan to buy anything.
@@WoWLinry but one thing is clear it messed up my nail time with their products…like I was not able to enjoy painting my nails because of the fear of one bottle breaking and cutting my hand…and that’s when I realized it was time to get my money back.
Looks like I’m late to the party-Funny enough, I’ve not gotten any broken Mooncats, but I have received broken Holo Taco and they replaced the polishes without issue. I intend to keep buying from both brands.🤷🏾♀️ Stuff happens~
I'm so happy you're talking about this. I only discivered them when the alice in wonderland collection came out in june 2023, so around when they changed their bottles. I've since made many orders and have over 60 bottles of mooncat polishes and have never have a broken bottle. I also live in Canada so it has to travel further than most packages. I'm not denying that bottles are breaking, but I feel like people who already hated MC are using this as an excuse to jump on the bandwagon and shit on them. I hate to be all 'pics or it didn't happen' but for a subreddit that thrives on taking pictures, where are the pics? Mooncat is giving refunds plus discount codes to those affected with no argument. It's a lot better than some companies.
Yeah, between the continued high prices even before shipping is factored in and the multiple people posting broken bottles as of late, Mooncat is not getting my money any time soon. Disposing of broken glass is a pain in my area. The colors are nice and I like how they donate to charity, though.
I'm always surprised when I see the things about Mooncats quality issues because part of the reason I don't really buy from Holo Taco anymore is I had four orders back to back that had at least one bottle that looked nothing like what I ordered. Lol I'm so grateful I haven't had that happen with my mooncat yet 🤞 they get this under control before i do. I agree that proactive communication is always one of my favorite forms of customer service.
I don't think the brand has had an incentive to improve their bottles for a long time if their customers are so blasé about their health and accept replacements and keep buying shattering glass containers. Must suck to work in customer service for this brand, it's like constant damage control. Is no one wondering why they have such an excellent well prepared customer service? That means they have a policy and a process and they expect this to happen. Clearly it is cheaper to apologise and send a replacement without asking too many questions than improving the products. And their customers are still loving it and buying more, so works for them.
I had a broken bottle, almost a year ago, in an August 2023 order. It was their top coat, cracked at the top of the bottle and it leaked out in transit to me. They replaced it quickly, with no questions asked. So it’s definitely been happening for at least a year!
I've had a bottle broken in transit from Mooncat before, but that's it so far. I haven't had any bottle issues otherwise. Admittedly, I think rectifying the situation is reasonably the best we can hope for.
My green shade, the buttercup one, is thicker than the rest of the powerpuff girls collection but idk if I should reach out to customer service on that 😅 I'm also waiting for a second package, so if I do reach out I should wait for the other polishes I ordered to make sure those are OK too (house of Hades and Access Denied).
still listening but MC's customer service is fantastic, I got the Alice in Wonderland collection for my b-day and one bottle was broken, the first replacement never arrived, so they sent me a second replacement bottle w no hassle
I wonder if it’s really true about the explosion. I feel that if you live in a hot climate, it can happen to anyone. I have spent a lot of money on their polishes, but I haven’t had any issues since 2021. This video was so funny and informative, as I didn’t know about it before you 😆
Sending a money refund is more valuable than sending product, from a company perspective. So I wouldn’t be impressed by Mooncat sending replacement polish. It’s due to accounting btw, they’ve already spent the money on creating all the polish, but returning you money is actively costing them.
Their bottles have been an issue ever since they switched over to the new packaging after their rebrand. I used to basically count on the fact that one in four would be broken in my orders. I can't imagine the amount of product they have to reserve for customer service. Granted, recently I haven't had a broken bottle in the last year or so and I've ordered just as much as I've always ordered.... I've been buying full/partial collections ever since the allure of the deep collection under the live love brand.
amazing research! i didn't know they got new bottles, but i think you're spot on. i also wonder if something or SOMEONE has changed in their QC dept. maybe they're cheaping out or the person/team has changed.
