It was difficult to decide whether to give a 2 or a 3 star rating for moonfruit. I am a freelance designer and I have been using Moonfruit for years. They're a typical example of a company that has grown too fast for them to keep up the degree of service you've come to expect.
The design facility is very good. However, the technical support is shocking.7 years or so ago it was superb. Now, with growth, when dealing with a technician, you can see where the policies and procedures have been implemented to try and effectively deal with a growing staff and customer rate. The problem is, these procedures aren't fit for purpose. Whilst dealing with technicians in the past, you would deal with one. You felt like you were having/typing a conversation with a person actually taking your issue seriously. Now, it's like dealing with robots happy only to do the minimum required to fulfill the protocol. There is a clear disconnect between departments and also a lack of understanding about how each departments systems work. They also, and importantly, don't have a Complaints Procedure and finding the correct Ombudsman service to deal with Web Hosting is pretty unclear. It's a real shame as in the past I would have heartedly recommended them. their prices are good and their SEO tips are excellent. But if something goes wrong, prepare yourself for a lengthy and frustrating and possibly costly (if your sites become inaccessible) situation. They have started to sell secure domains. However, they don't appear to fully understand how to use their system yet, or at least it appears the team that deals with domains but not SSL, doesn't now how the forwarding works. This has meant my sites have appeared insecure and even worse, displaying severe caution to customers when trying to access the sites. I will be looking for alternative hosting services over the next 6 months. I'd like to think they may read their reviews and take seriously the genuine view point of a long and loyal customer, however any company that feels they don't need a proper complaints procedure must feel like its entirely unnecessary, which I think pretty much says it all.
Review by Cheran4 months ago
I'm a long term paying user of Moonfruit and since recently having problems with the website i needed to contact support. No phone numbers, only help is via the online chat and the issue never gets resolved/palmed off. Website isn't showing any more and i'm losing business, this will be my last year with them.
They've really gone downhill....
Review by Wvnne4 months ago
Sucks worse than Trump. OK, maybe not that bad.
The tech support is harried (I imagine) trying to manage multiple support sessions. The end result, a disjointed conversation on messaging that sucks up a lot of time waiting and leaves you despondent and livid. Pile on top of that a significant language barrier and you have a fine mess called MoonFruit.
Review by Loyen Adamajtis4 months ago
Never done this before - but you have to trust me MOONFRUIT ARE ABSOLUTELY CRAP - I was a dedicated customer for 6 years, their web-builder is dated and clunky, shop facility has massive limitations and does not work cross platform... then the icing on the cake, all my clients called me and said my business website on moonfruit was 'not secure' sorry but this should be done as standard these days but not with these cowboys...
Review by Samatra5 months ago
no support to speak of, unless youre happy waiting for a week.
internal help pages are utterly useless and bare little resemblence to the engine itself.
Great if you want to publish a collection of badly laid out pictures of your cat.....
No use whatsoever to small businesses. Dont waste your time.
Review by Kerambrun5 months ago
Terrible customer service, you cant speak to any one, only send emails which takes 24 hours minimum for a response. All of the sites you create are not secure and when you buy a secure certificate which costs £3 p/m they want you to program it all in on your own with instructions that make no sense whatsoever. No card processing company will let you use Moonfruit i have found out now and will go back to WIX.
Review by Sueli6 months ago
I find the responsive editor to be the MOST annoying editor I've ever used, it's incredibly limited in it's functions, really glitchy, impossible to drag and drop, creating menu items need some really laborious workarounds, the sliders to select font size, etc., jump up and down in huge increments but never let you select the size you want (please, just let me type the point size in), there is obviously some CSS in here that makes text in some sections a different size, even when they are supposed to have the same point size selected - it's just awful. I hope they get this sorted soon, because as it is, every single person's website is going to look exactly the same, the features are so limited. No blog section, what decade are you in?!!
Review by Mamani6 months ago
Had been reasonably good for several years but really very poor now. Since 12th May I wondered why business was really quiet and then discovered on the 20th that enquiries were not being forwarded by the contact form on my website. On enquiring thinking it was a problem unique to me I received the reply:
Its a known bug and we are working on it to clear the issue from our end.Please find the below workaround which has been listed until it gets resolve. Thank you for your support. We will escalate your issue to the higher level. Thank you for the message. I am sorry to hear that notifications from the contact form is not working for you.
Our team is working on this with high priority, we will sort this out at the earliest. In the meantime, I would suggest you to use the temporary work around to get the information of the contact forms submitted.
Very poor of Moonfruit or whatever far flung land outside the UK they have now subcontracted support to for allowing this simple problem to be unresolved for so long and not have even bothered to inform customers in the first place. I have lost 2 weeks worth of income and will be certainly exploring alternatives now when renewal is due and Trustpilot will be my guide as to who wins that business!
Review by Jsobry6 months ago
I had an SSL certificate as clients pay online. But Clients were suddenly struggling to log-in to the page where they make payment. When I queried this with Moonfruit, customer services forced me to remove my SSL certificate saying that this would help them resolve the issue. Moonfruit now say that my site has to remain unsecured for the log-in page to work.
Moonfruit has told me that I need to tell my clients to log onto the site using the unsecure http (not https clients are currently using). Clients would then need to give their financial information through a site that is not secure. I am not sure that this would even be GDPR compliant? Further, I cannot let my clients know when this issue will be resolved as Moonfruit can not give any timescales.
Customer service has been extremely poor (with the above taking a week to where we are now). Moonfruit are also very unsympathetic to the predicament this puts a small business in.
Review by Humaid7 months ago
I paid my yearly Moonfruit subscription and decided they just weren't professional enough. I'd also paid for a domain I wanted to transfer and Moonfruit charged me £12 to unlock this domain that was mine. I felt this was an unfair and unwarranted money making scheme.
Review by Theofanya9 months ago
Yell has taken over Moonfruit accounts and whilst the service at Moonfruit was slowly diminishing (features that appear as standard with other suppliers were additional and payable) there has been a marked downturn over the last few years and since YELL took over. The service is so poor that I can only reiterate what others have said in chat forums and that is that the strategy appears to be to render sites next to useless in the hope that those on the old contract 'upgrade' or leave. I am choosing to leave and will take all my accounts to Wix. This is a big decision to make it as it involves a lot of work but the problems are manifold and on-going.
1 - HTTPS was removed, without notification, this resulted in all sites being 'insecure' which resulted in a drop in Google ratings and loss of business
2 - After paying for the HTTPS to be added - it took 2 months to implement and one site is still without it. One site was linked to the wrong URL and the advice from YELL / MOONFRUIT was that there was nothing they could do about it! This site has since been transferred to WIX where HTTPS is included as part of the price as are animations, forms etc.
3 - The support received from the help forms varies depending on who you get. One person could not communicate well in English which was unhelpful to me and I suspect this might have led to the wrong domain /URL being linked and the advice to just leave it??
I have asked many times for contact details of someone from YELL/ MOONFRUIT to discuss the numerous issues experienced to date but this has not been forthcoming and hence I have resorted to this negative review.
This review has also been posted under YELL as I have no idea who is responsible for what anymore.
Review by Tiegan9 months ago
Moonfruit used to be a great platform, but then they merged with names.co.uk and things went from bad to worse.
During the transition there were major glitches, service outages and generally a total lack of communication about what was happening.
There was never clear information given on what part of the service was now operated by Moonfruit and what was covered by Names. Ergo when you need something, they pass you two and fro between each other and it’s nigh on impossible to get a satisfactory or joined-up answer.
The chat support on Moonfruit is the worst customer service experience I’ve ever had. I must have asked to speak to a manager 4+ times and I was getting sent round and round in a loop, starting back at the beginning every time a different person responded to my message - with them basically refusing to put me in touch with a manager. All for very basic questions that couldn't be answered and should be support 101. But somehow you’re made to feel silly and like the problem is with your question, rather than their inability to answer it.
For example, I’d always had an annual free domain renewal with my package and when they ‘partnered’ with Names, even though my legacy package was still honoured, the free domain voucher never arrived and no one was able to tell me why this had happened or reinstate the free domain renewal. So I had to pay for it; even though it was their error, which they could never get to the bottom of. Passed between Moonfruit and Names, no one seemed to know what I was talking about and the lady I spoke to on the phone at Names was unbelievably rude.
Because of all of this, after years as a loyal customer, I’ve been forced to move both sites and three domains across to WordPress due to the real-terms impact it has had on my business being with such a poor provider. To add insult to injury the cost of moving my domains was £12 per domain. £36 to move away from a ‘service’ which has caused nothing but headaches over the past few years.
I hope for the sake of the poor customers they do still have, they improve - because in my opinion, it’s been totally unacceptable and wholly unfit for purpose.
Review by JeniButler9 months ago
No new useful content, terrible sh op system. Clunky editor. And when i cancelled I received no email about it. Apparently i wont get charged but it look like I might. Ive been with them for many years. But, they have fallen far behind their competitors. Only good this is they are cheap. But you get what you pay for.
Review by Blanca11 months ago
The WORST customer service I have ever experienced. Completely unhelpful. The software itself is lacking and I would love to leave if I had the time to rebuild my sites elsewhere.
Review by Shigatsu11 months ago
I am terminating my subscription. Having had all my video and audio content wiped when I migrated to the new format, along with much of the photo content, I attempted to contact moonfruit. There is no longer any way to email or call them. A response from their online "chat" took two days and was an illiterate message telling me that I would have to redesign my site from scratch ! As I no longer have many of the files and only a couple exist online, this has rendered the service worthless as I now have no functioning site, despite having paid for it until April. Disgusted.
Review by Juliens Yusseb11 months ago
Software is antiquated. Customer service is practically non existent. And if you manage to speak to someone they are generally incompetent or rude (or both). Been with Moonfruit for close to 4 years. Will be leaving ASAP. Look at all the bad reviews. Do not do it!
Review by Hyoungjinlim1 year ago
You have no way a customer can contact you directly. Your contact message system just says Error, try later if you attempt to message. You do not answer emails. I have two domains with you and cannot get to them. Other than a review of how awful your customer service is (there needs to be service for it to be above 1 star) what can I do to get someone to contact me?
Review by Truitt1 year ago
I have been with Moonfruit for over a decade and in the last 2 years it has gone rapidly downhill and customer service is non existant, it feels like it is a bot going round in circles without achieving anything but making you go crazy.DO NOT USE THIS COMPANY EVER it will cost your company lots of money in wasted time and revenue. Content is constantly disappearing or duplicating without any explanation or resolution from moonfruit, the software is clunky and outdated, customer service will drive you to the edge of insanity, emails go down all the time. In the last 2 years this company has gone to the gutter, don't let it take you with it, stay away !
Review by Buse Sanghera1 year ago
Why do we not mean anything to you?? So basically you take our money get rich off our backs and when we have simple little questions you REFUSE to help us. The bad reviews are growing and soon your score will go down and your company will fail. I encourage those who have been wronged by moonfruit and Namesco to write about it on multiple sites. See it as your good deed. These people sit back drink wine and eat caviar while we work hard, give them our hard earned money and they laugh with no shame!!! Switch to Wix. At least their site work and customer service doesn't ignore you. Should I get my issues resolved I'll take this review done. If you are still reading this...that means they dropped the ball. The you have it. You decide. Do you want this headache? If not avoid like the plague!!!
Review by JBrent1 year ago
WARNING this company uses auto billing that’s impossible to escape from... be aware not to pay with your credit car.
The Moonfruit experience was ok until I cancelled my subscription and then the experience became less than fruitful.
I went through the cancellation process several weeks prior to my website expiration. I did everything right and I contacted Moonfruit to make sure it was completed. Only I kept getting emails from a company called Namesco saying that I would be auto billed on the expiry date.
I contacted Moonfruit because you can’t return emails to Namesco. I was assured by a team member at Moonfruit that my credit card details had been removed and I wouldn’t not be charged. I contacted Moonfruit on a few occasions because the Namesco warning emails kept coming but once again I was told not to worry about it. So come the expiry date my credit card I gets charged.
As it turns out the only way to stop being billed is to cancel my credit card with my bank. That means I now have to contact several other companies that direct debit my account and hand over new credit card details.
Thanks Moonfruit for failing to handle this situation, your useless I wouldn’t recommend you to anyone.
Review by Myriame1 year ago
I have had an account for about 4 years. The software is pretty easy to use and I have not had an occasion for support. That is good because Support does not exist. There is no Phone, Chat, Email. The only option available is a contact form, which is broken. They do not reply via their Facebook page.
Review by Nilene Pospiech1 year ago
Finally, I have had enough and moved to Wix. I have been with Moonfruit for about 5 years but, as each year passes, their customer service and stability of their platform has got worse to the point my online business was suffering and things had to change. I have since moved to Wix which feels like a site 10 years ahead of Moonfruit in terms of editing, SEO and other tools, already my site is performing better. Moonfruit claim to answer queries in a couple of hours, I was still waiting after a couple of days... it’s a tired, outdated and incompetent platform.
Review by RedRainFall1 year ago
I have been with Moonfruit since Aug 2011, that's a 7 year relationship with multiple sites. When I chose them originally it was partly because of how they engaged their customers. You could see online posts back & forth; everything it seemed was rosy. Here were a bunch of people who cared. I don't believe I was wrong in that assessment, I just don't know what has happened! What a reversal.
For the last 2 years the relationship has been practically non existent from them. Any time you need to contact them you're in for a long winded, frustrating experience. You can't even email them from their OWN SITE as for months they've had something saying "recaptcha is shut down" meaning you can't "prove you're not a robot". REALLY? On your own site??
So you go to the online chat - that takes days for someone to give you a nonsensical answer which, if you're lucky, addresses 1 point; not all of them.
Any questions posed that they don't have some templated answer for get ignored. Even when you chase the response, that gets ignored too.
Your service is simply non existent. You now only take money for hosting & offer nothing more in return.
Why are you not offering SSL? Namesco can't help; Moonfruit refuse to answer, so where does that leave you?
What else do you do but give up; exactly what they want of course.
Utter, frustrating shambles of a company which once prided itself on customer engagement. All our sites will soon be taken down.
Review by MPraj1 year ago
Like many others I've been with Moonfruit for a number of years now and had good service ....upto now. The support is absolutely appalling, I've waited 3 days for a response, when i eventually get one, the person then asked me to provide some information, i duly do that and then the support person goes into 'away' mode,. and that's it............gone. My advice, if you can leave or choose another company.
Review by Comrade1 year ago
There is no phone number to contact, I could not get into my account, then it is saying I do not have a active site (wrong), been waiting on chat for over a hour being asked questions I have already answered and the person just disappeared. Also they take the money out of your account for renewal without even warning you etc. Very bad attitude from the staff when I said this to them. Do not use this company if you want to be able to contact anyone or actually use the site. Still not sorted.