Genki under fire from customers over shifting shipping terms and communication lapses
Genki, which is the hardware maker behind the Moonbase USB-C dock, is facing a pretty disgruntled audience in the form of backers and recent customers who say promised shipping terms changed after checkout and communication has been inconsistent. In multiple Reddit threads (see links in source section below), Moonbase supporters shared their pledge summaries and receipts that explicitly showed "Shipping: Free" at the time of purchase. Weeks or months later, they say they were asked by the post‑campaign pledge manager to pay additional shipping charges, typically $18-$20, despite no changes to their orders whatsoever.
Delivery timelines have also become a flashpoint. In June, users posted earlier updates suggesting U.S. shipments would begin in late May but reported no tracking notifications into mid‑June. Some later received tracking or packages without prior notice, while others said they were out of the loop even after paying the extra shipping. A support email shared by a customer described devices "arriving in the U.S. in batches," with warehouses "already started shipping," and promised tracking once orders were dispatched.
However, the discontent goes beyond the crowdfunding campaign. A separate post from a buyer who ordered accessories directly from Genki’s store in mid‑June recounted multiple revised ship windows, including late July - but still no tracking more than two months later. Other people described difficulty obtaining refunds or warranty help, including one who said repeated cancellation requests went unanswered until a PayPal dispute secured the money back. Others reported month‑long waits for refunds and alleged "radio silence" on defective product tickets.
Genki has been asked for comment.
Buy the Genki Attack Vector Travel Cover for Switch 2 on Amazon.
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