Loona
Reviews and Complaints

I liked the app until I got charged $59.99 three months before my subscription was supposed to end.

Loona Inc is a company that engages in some sketchy subscription tactics. Their methods can be seen as predatory and unethical. Additionally, their customer service is not very helpful and can come across as grumpy and uncooperative.

I liked the free version. But, I wanted to see if the paid version is better. So, I bought the yearly subscription. I tried it for 7 days and then emailed for a refund. Unfortunately, Loona doesn't offer refunds for any of their subscriptions. So, I lost $39.99. :/ Honestly, it's not worth subscribing to.

Predatory is a good word for this biz. Not clear how to stay with the free trial... nothin' they offer is any different than a YouTube vid and some scrollin'. Stopped usin' it right away... Uninstalled it... still chargin' me... now they refuse to refund the second payment. Ugh.

They charged me $59.99 per month before the trial ended, even though I had already cancelled it. I called and emailed multiple times, but all I got was their standard email response. Till now, I haven't received my refund. Their customer service is absolutely terrible. I would recommend staying away from them.

Loona Inc is a complete joke. The $1 trial didn't even bother to let me know when it ended like they said it would. They went ahead and slapped me with a $60 charge. I canceled my subscription right away, but these guys have the audacity to deny me a refund. They're nothing but sneaky thieves. If I had the option, I would give them less than 1 star. Not everyone can just toss around that kind of cash, you know.

The app don't let you customize your bedtime according to your needs. It suggested me to sleep 9.5 hours and wouldn't let me change it and then they charged me before I could cancel fast enough. There's no number to call customer service. It's a nightmare trying to get a refund for service I can't use billed quarterly after paying for trial.

This app popped up on my phone in the middle of the night, as per my PayPal records. I noticed it only because they charged me after I changed banks, resulting in a negative balance. You can't handle their subscription in the Apple Store App, and there's no practical way to cancel within the app. When I sent an email with screenshots proving I never made an account, they rejected my refund plea. The language in the email clearly indicates it's a bot responding. Sneaky company. Avoid it!

I just did the "free" test via a Facebook post. I chose the $1 trial. They charged my American Express $1.08. I will keep an eye on my card and will receive a notification if they do anything else. Sorry to those who have had issues. I experienced a similar scam before. They charged me multiple times more than the agreed "trial" price. Luckily, AMEX resolved it because I caught it while still "pending". That's why I decided to give it a try. I haven't downloaded the app yet, so I gave it three stars. I hope I won't encounter any problems there. For a dollar, I'll give it a shot for the week. Peace, everyone.

Firstly, the customer service "email" needs an update to include a phone number. I signed up for the $1 trial but was charged $60 instead. They advertise prices at only $40, mind you. I requested a refund, but they said I don't qualify. What in the world? I canceled the app just 4 minutes after being charged $60 because I thought I was only paying for a $1 trial. This app should be shut down because they're clearly scamming people. Why can't they give refunds? It's obvious that the app is terrible and not worth $60. I'm angry. I wish I could sue these people, not just for myself but for others too. Don't use this app.

Don't do the free trial, it's a scam! I contacted Loona Support Team 'cause they charged me $43 for a year-long subscription, but there was definitely a glitch or somethin' 'cause I canceled the free trial, so I shouldn't have been charged. I reached out to 'em 'bout how I can get a refund for this, but they replied back sayin' they couldn't give me a refund 'cause they had no record of me unsubscribin' and their terms say all subscription purchases are final. I contacted my bank 'bout it but haven't heard anythin' back. I know I should be better at keepin' track of my subscriptions, but I'm just tryin' to figure out how I can get help for this issue 'cause I'm not sure why the app never unsubscribed and I can't afford that payment, but no one on that team seems to be able to help.

I wish I had read these warning reviews. This app is a SCAM. What company doesn't honor their customers' wishes for a refund? They set up the website in a way that if you want a $1 7-day trial, they charge you $48 instead. They've made me unable to pay a bill. This app is a joke, don't waste your time. Instead of helping with sleep, now I'm losing sleep. They only have email customer service, don't allow refunds even if you contact them within minutes of the charge. They claim you're getting a week trial for $1 and charge you for a 12-week subscription instead. It's all such a scam, and I don't know how they remain in business this way. Whoever created this is a thief with no integrity. This company is disgusting. I've been scammed out of $48 PLUS an extra $1 for the trial I never got, and I hate the app so much I won't even bother to give it the time of day. I wonder how hard it would be to start a lawsuit lol, they are AWFUL! Wish I could give negative stars.

This app got a really misleading website. I agreed to pay 1$ for one week trial. Then, I got asked if I wanted to "save" by paying 59.99 now for 12 weeks. Next comes some language along the lines of "click the button that says "XYZ - I cannot see that anymore, so I do not remember the exact wording" to skip trial and continue with your 12-week subscription". I did not want to do that and did not see anything with that exact same language. What I saw instead was only one clickable button - big and purple - with slightly different and somewhat confusing language. I thought that would allow me to proceed with the 1-week trial, but instead I got charged 59.99. It strikes me that an app intended to help people who are having trouble sleeping (and are therefore likely to be more tired than the avg person) should endeavour to have crystal clear language and not effectively make the 59.99 option the default by making it so prominent (I legit did not see any other button to click). Within 2 minutes, I emailed Loona and requested a refund. I also (within minutes) launched a dispute with my credit card company. I hope this will be resolved. If not, I will consider taking action against Loona for this fraudulent practice.

Stay away, not transparent. First, this vendor doesn't give refunds which is not plainly stated as expected by an App vendor. To find this out you must read the Terms and Conditions Agreement Section 7. The second major issue is that they do not make it clear in the App store that there is no free version. Third the App is portrayed as feature rich but looks can be deceiving as it is not feature rich, but limits customization totally, you CAN'T select the music, voice, or colors in the Escapes and throughout the app. You can't even select the music it plays every time you open the app either and you can’t turn it off, just down. It feels like an app in Beta but with no discount. Third major issue is that it's setup to hide that it's a free trial but instead to look like a free version of the app. They do this by not giving you all of the features in the free App, which you may think is a dumb move, but they do this to deceive you into thinking this is a free version of the APP because who gives a 7-day free trial without all of the features? This way you do not even suspect there's a subscription that will start and therefore no need to even think it will charge you. Then it sends you into a subscription for $59.99 for 3 months with no refund options. Sneaky. The fourth major issue that I found after the fact, is that in the App’s description it shows a year subscription or $59.99 in the Apple App store. I emailed Loona customer service and asked that mine be extended to a year from 3months. I have cancelled the subscription so in the future it will not auto renew. This leads to the fifth major issue, I had to go into the App itself to cancel it unlike the instructions indicated because I followed the "Purchased in Apple App Store" instructions but really this is where I DOWNLOADED the app from, not purchased it. See Loona charged me through my Apply ID so I never had to enter a credit card. Again sneaky, CAUSES you not to realize you'll be charged for the App.

Truly awful transparency with customers when it comes to canceling a subscription. The app directs users to email Loona rather than offering a direct option to close out after the 99 cent trial. There are many cases (listed in app store reviews) of Loona charging a $59.99 renewal while emails begging them to cancel sit unread for 2 days. Only at the bottom of the notification email for the renewed subscription invoice does it show that there was a "subscription portal" all along. It's just conveniently not linked in the app. Loona is a shady company hiding behind false compassion and crescent moon emojis. The product may suit some, but when it doesn't there needs to be an easy out.

I contacted Loona on April 17, 2022 at 4:06 to ask for help canceling my subscription. It wasn't showing up in the Apple ID Subscription details on my phone, where all the trial subscriptions, active subscriptions, and expired subscriptions are supposed to be displayed. I wanted to cancel my Loona trial subscription because I wasn't satisfied with the app's quality. Finding the correct way to cancel the subscription was difficult and not user-friendly. By the time I figured it out, I noticed a charge on my account for the app. I reached out to explain my situation, emphasizing that it wasn't easy to find the cancellation option. However, they responded saying that my subscription wasn't eligible for a refund, citing their "Terms of Use" which state that charges are nonrefundable and there are no refunds or credits for partially used periods. You can find the correspondences in the supporting documents below. Afterward, I was asked to rate the support I received through a survey. I chose "Bad, I'm unsatisfied" and explained that the cancellation process was unclear and frustrating. I also expressed my disappointment because a different company, which I believed cared about its customers, had refunded my money without hesitation in a similar situation. If it were a child making an unauthorized purchase on their parents' phone, I would expect a company to understand the circumstances and refund the money. In my case, where I struggled to find the cancellation option and ended up being charged $65 without any empathy from the company, it was an unfortunate situation that I tried to rectify but didn't catch in time. I want my money back.