Complaints

This profile includes complaints for Sand Cloud's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Sand Cloud

  4629 Cass St PMB 52 San Diego, CA 92109-2805

  
• 

  Sand Cloud

  400 Hillsboro Technology Dr Deerfield Beach, FL 33441-1842

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/08/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a set of 4 Sand Cloud beach towels from a store in ******* called *************. Each towel was $46. These towels were clearly advertised by Sand Cloud and on a ******** of the four towels was noted to have a defect on it within 5 minutes of the first use of the towel. The store I bought it from will not give refunds or exchanges on items without the original tag/packaging. You cant open the towel without removing the outer sleeve. I contact Sand Cloud with photos of the towel and the receipt of purchase. They told me they will not do anything because I didnt purchase directly from them. I am happy to return the towel for a replacement or get a refund.

  

  Business Response

  Date: 04/14/2025

  Hi Team,
  
  As mentioned, the customer contacted us on April 8 regarding a damaged product that was purchased directly from our storenot from any of our Flagship locations. As such, we were unable to initiate a return or exchange through our usual channels. We advised the customer to reach out to the reseller from whom the purchase was made.
  However, understanding the inconvenience and disappointment the customer experienced, we decided to step in and assist. We requested photos and the necessary documentation to explore an alternative resolution. The customer promptly provided all the requested materials.
  We then offered the customer a choice between a replacement or a gift card, and they opted for the replacement. A prepaid return label was issued to facilitate the return, with the understanding that we would proceed with sending the replacement once the return was dropped off.
  Weve since received a confirmation from the customer (on April 14) that the return has been dropped off. We are actively following up on this case and will ensure that the replacement is sent promptly to the address specified by the customer.
  
  Thank you
  ********************
  
  
  

  Customer Answer

  Date: 04/18/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** ******
  
   
  

• Initial Complaint

  Date:12/06/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered from sand cloud there was I **ntacted them only by email they have no phone support I told them the address was wrong waiting a day between responses from them they said they had fixed it they didn't they would not issue a return label only gift certificate online that I didn't understand how to process my card had been hacked had to shut down card they **uldn't refund it back to tat card after multiple requests for them to find a way to refund me shipping charge and the *********************************************************************************************************** by phone **uld have written a **mpany check the product is way overpriced for it doesn't do what it says it does doesn't dry you and still holds sand I know thus cause 2 dud get sent to my other friend and she told me I spent 200 bucks with this ** that can't write me a check!a **mpany that big should have phone support!I left them a message they don't call back what good is that I am so angry I am disabled on fixed in**me told them I needed to be reimbursed and they are ignoring me I see there are more **mplaints against them!they ought to be ashamed of themselves and I hope they go bankrupt I will be putting bad reviews on reddit fb and any other place again and warn poeple not to buy thier overpriced c*** and not to deal with them cause the customer service is terrible!

  

  Business Response

  Date: 12/09/2024

  Hi Team,
  On November 15, the customer reached out regarding an address change for an order placed with us. We promptly updated the address and confirmed the change with the customer. Unfortunately, despite our efforts, the package was still shipped to the incorrect address, likely due to a technical glitch at the warehouse or with the carrier.
  When the customer informed us of this, we verified the issue and acknowledged that the address had not been updated. We sincerely apologized for the inconvenience and offered the customer two options:
  A full refund to the original payment method.
  A reshipment (exchange), as the original item had since gone out of stock, to the correct address.
  The package was delivered to the incorrect address, but we still extended the full refund offer without requiring the items to be returned. However, the customer later informed us that their original payment method could not be used for the refund as it had been hacked.
  To accommodate this, we proposed issuing the refund in the form of a gift card. The customer declined both options and later informed us that they could retrieve the package from a friend at the incorrect address but requested a $20 refund to cover the shipping cost for collecting it.
  We agreed to this request and offered a $20 refund, which can also be added to the proposed gift card refund if needed. The ticket remains open, and we are actively working to resolve the issue. We have requested the customer to respond to our email thread so we can finalize a solution.
  Our current offer includes issuing a gift card refund for the full order amount, including shipping, totaling $100, without requiring the return of the items. This was offered as the customer indicated their payment method was compromised.
  Additionally, the customer's claim of $200 cannot be validated, as this issue pertains to only one order. However, we are willing to investigate further if necessary.
  Thank you for your support in resolving this matter.

• Initial Complaint

  Date:12/02/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order with this website and was given another 30% off coupon if I signed up for emails, etc. I tried to call the company after I did not receive the coupon code. They said they had a glitch in their system and they were sorry they couldn't give me the additional discount. I think that is wrong. Did I want to proceed with my order? I did choose to go ahead and proceed with my order since I spent a lot of time on it, but in order to get free shipping. again, I would have to spend a tremendous amount of money which I don't have as 100% disabled veteran and first responder recovering from hurricane damage myself I think it's poor business practices and I'm sorry that their marketing firm had a glitch but that's their fault. That's not my fault. I doubt many customers have brought this up to them. They should stand behind what I was promised and go after their marketing company for the extra money it's the holidays. I'm 100% disabled vet. This is very hurtful. They're supposed to stay behind the environment and help people and just to say it was a glitch so sorry is just poor business practices.

• Initial Complaint

  Date:08/28/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased ****** bath towels, hand towels and washcloths online on June 27, 2024 for $100.31. The towels were defective as they shed dark blue lint everywhere even after repeatedly soaking and washing the towels per the companys instruction. **************** refused to honor their promise of 100% Happiness Guaranteed and offered me a store credit for less than half of what I paid for these ******* I would like a full refund to my credit card for the ****** ******* Its disappointing that I have to go through the BBB to address this, but Sand Clouds customer experience pushes back on customer issues and doesnt seem to care about customer satisfaction.

  

  Business Response

  Date: 08/29/2024

  Hi Team,
  
  The customer contacted us regarding the above-mentioned damaged issue on 24 August 2024. In response to that, we requested the customer to help us with the picture of the products showing the damage (it was required for our documentation purposes). Customer responded on 26 August and provided us with the picture. As a remedy of the lint issue raised, we suggested certain washing techniques. Customer replied informing us that these washing instructions were properly followed, however the issue is still there. We apologize to the customer and request to confirm if all the products have this issue, also informed regarding the expiration of the return period for this product. The customer responded and helped us with the product's details.
  
  Since the return window had expired, as an alternative option to the refund back to the original payment method, we offered our gift card worth $46.87. The customer informed us that she doesn't prefer that. As a better option, we offered Gift card worth $93.75 or the refund for the same amount back to the original payment method as a onetime exception to our policy.
  The customer preferred a full refund of $100.31 to the credit card (this amount is the full amount including tax). We considered the customers preference and refunded the amount ($100.31) back to the original payment method. Considering the issue as resolved, we closed the ticket on 28 August 2024.
  
  
  Thank you.
  
  

  Customer Answer

  Date: 08/29/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************************
  
   
  

• Initial Complaint

  Date:07/17/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered 4 towels for my family so they have a special towel for our upcoming Florida vacation. We are leaving for ******* on 7/19. I placed my order on 6/30. The expected delivery date was 7/11 and I have still not received my order. I have sent several emails with a generic response saying that my order is on the way! Meanwhile, the hello kitty towels came back into stock, and I was waiting to order one for my niece knowing full well that it may not make it in time for the trip as I just placed that order on 7/13. Since I place that order so late, I did upgrade the shipping, paying an extra $20. The hello kitty towel is saying that it will be delivered tomorrow 7/17 by **** and the tracking reflects that same info. But I still have not gotten any info on the $223.23 order that I placed 13 days prior to the order that is being delivered tomorrow. They are not using *** for that order. Its some no name sipping company that I have never heard of. I would like to have the order that I placed 18 days ago and paid $223.23 for, expecting it would not take more than a 1/2 month to arrive! If this doesn't show up before my vacation in 2 days....I don't even need/want them! I personally will never order from this business again, this was my first time and my last. For the high cost of these towels, they should be using a more reputable shipping company as their carriers! They only use *** if your willing to pay extra on top of the already high price of their products!

  

  Business Response

  Date: 07/22/2024

  Hi Team,
  
  The customer placed an order with us on 30 June 2024. Order was handed over to the carrier on July 03, tracking was updated normally, however a delay occurred between July 9th and July 14th. Customer contacted us on July 15 and reported the delay. We responded immediately and requested the customer to wait for the tracking to get updated. Tracking again updated on Jul 16, 2024 and on the following dates updates were received. We were following up with this order and as we saw that the order was delivered on July 20, we emailed the customer to confirm the same, however no response was received yet.
  
  The second order that was placed on Jul 13, 2024 was delivered on July 17 without any delay.
  
  Since both orders have been delivered, we havent processed a refund. If the received orders have any sort of issues, we request the customer to contact us immediately on the same email thread we communicated with. 
  

• Initial Complaint

  Date:07/16/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 18, I ordered six towels from this company for $164.73. That order was lost. A replacement was ordered on June 27, that order also lost. On July 11, they sent a second replacement order. Today I received that order but it is short four towels. *** contacted them repeatedly over the last month. Its the worst customer service Ive ever experienced. *** left them a voicemail and sent another email. I dont want to deal with them anymore. I just want the towels or I guess a full refund at this point.

  

  Business Response

  Date: 07/22/2024

  
  Hi Team, 
  
  The customer placed an order with us on June 18, 2024, unfortunately this order tracking was not updated by the carrier, and we considered this order as lost. Customer reported this issue on June 27 and after verification of the tracking we declared the order as lost and as the customer preferred, we created a new replacement order at no additional charge on the next day (June 28).
  
  Again, this order was also considered lost as the carrier couldn't provide a status update. Customer contacted on July 02, we kept a follow up with the order status, and on July 10 we declared this order also as lost and provided options to customer (options included a replacement or refund). The customer chose a replacement again, on the following day we created a new order, and this order was in multiple shipments. Two of the items were delivered and two were on the processing stage. On July 17 the customer contacted us to report that few items were not delivered yet and insisted for a refund. After checking with the team concerned, we provided the customer with a full refund of the original order in the amount of $219.64.
  
  We havent asked the customer to return the items that were delivered, however issued a full refund for all the inconvenience caused to the customer. This kind of delay was not usual, and the issue was forwarded to the internal team to make sure shipping delays are addressed properly. On behalf of our entire company, we would like to once again apologize to the customer.
  
  Thank you
  
  

  Customer Answer

  Date: 07/22/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:06/06/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Placed a $750 order with this company and have not received ANYTHING from them. No order number, no order confirmation and when you text or email them youre giver an AI response and no action is taken. *** emailed and texted numerous times no actual response. Im going to stop payment and warn others about ordering from them!

  

  Business Response

  Date: 06/09/2024

  Hi Team,
  
  Regarding the order# ******* which got delayed, we contacted the customer on June 07 as the customer left a review stating the order was delayed and not received. We explained about the situation which caused the order to get delayed. It was a busy sale period and an unexpected delay occurred in fulfilling the items. We took responsibility for this delay and as a token of apology, we have issued an additional 10% discount refund ($70.57) to the customer. This order was delivered on Thursday, June 06. Later customer, in response to our email, informed us that two of the same items were missing from the package. We have created a replacement for these missing items. Also, refunded one of the orders the customer placed for these items before we created the replacement. On the same day itself we emailed the customer explaining the solution we have provided (replacement and refund for the second order placed by customer for the missing items). Ticket is not closed from our end since we are waiting for a response from the customer.
  
  Thank you.

• Initial Complaint

  Date:04/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sand Cloud order #******** Tracking Number: ***************** Carrier: Pandion I placed a large order, totaling nearly $195.16 with Sand Cloud. They used an unknown shipping company called Pandion to ship my order. The tracking for my order shows as delivered without any photo or proof of delivery! The delivery never occurred. I was home and awake and never heard or saw any delivery at the time indicated. I reached out to Pandion customer service as well as ****************** customer service, neither of which allowed me to reach a real person at any point. I tried using the Sandcloud chat to reach customer service with no luck. I reached out to Sand Cloud via email and voice mail. The only reply I got was to wait four days and reach back out. The package is marked as already delivered. My address is correct and I used PayPal where the address has been verified. They used a no name unavailable carrier who lies about delivering something that was clearly not delivered. This was my first time ordering from Sandcloud and I will never order from them again. It is not my problem that they used a cheap and disreputable shipper on a large and expensive order. I have requested a full refund and I'm being told to wait to see if it shows up instead. At this point I consider Sand Cloud to have scammed me and stolen money from from me. I want my money back immediately.

  

  Business Response

  Date: 04/07/2024

  Hi Team, 
  
  Customer contacted us on 5 April 2024 regarding an order which was shown as delivered, but not received by customer. Our customer support team requested the customer to wait for a few business days as this might be a wrong tracking update from the carrier company. We provided assurance to the customer that if the tracking is not updated or the package is not received within this timeframe, we can move forward with a resolution. Later on, 6 April 2024, the customer reached us and informed us that the package was located and delivered to her doorstep. We have closed the ticket based on customer confirmation of the package delivery. 
  
  Thank you.
  Sand Cloud
  
  
  

• Initial Complaint

  Date:12/13/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/21/23 I placed order #******* which was a bath towel bundle and two beach towels totaling $111.87. After tracking being stuck on label created for several days on 12/1/23 I reached out to the company via their customer support channels and on 12/4/23 **** responded and said that my order had shipped and I should be getting it soon. After not receiving the items still yet I reached back out through the customer support channel on 12/11/23. This time I have not heard back from the company. At this point I would love to have the items as Ive heard the products are great. The shipping and delivery process has been a nightmare and I would love help resolving this issue. A refund would also be an acceptable resolution.

  

  Business Response

  Date: 01/09/2024

  Hi Team,
  
  Customer contacted ******************** on December 12 to get the status update of her order# *******. We have responded to the email, requested for the shipping address confirmation to make sure that the order is on the right destination. Customer responded on December 16 with her shipping address, and we helped customer with the details of the order, including the tracking link on December 17 and the ticket was closed. She didn't contact us back. Meanwhile we checked the tracking and see that the order was marked as delivered on December 19. As a follow up we have now sent an email to know if she has received the package all good. 
  
  Thank you.
  Sand Cloud

  Customer Answer

  Date: 01/09/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************************
  
   
  

• Initial Complaint

  Date:12/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi,I tried to return items on order number ******* but it is saying I cant. I sent an email to customer service and an AI responded saying that I should submit the request online again. The items were defective prior to receiving and some piled after the initial wash. I previously emailed customer service when similar results happened after washing an Amazon purchased sand cloud. The representatives stated that this was not normal, and if it ever happened in the future with any future purchases that I could return it. Please assist with this return. I dont want to get stuck with these products. Not all have been opened and used. I plan on placing the used products in a garage bag so you can still sell the other untouched products. Thank you, *********

  

  Business Response

  Date: 01/09/2024

  Hi Team,
  
  Customer contacted about the return of her order# ******* on December 11. We responded on December 12 confirming that return was already created from her end for the order, and she has to send the item using the label that was created through our return portal.
  ******** replied and confirmed that the order was *******, since items were damaged, for documentation purposes, we have asked for pictures. Customer replied with the pictures. In the reply email, we have helped customer with the return portal link to return the items back to us so we can process a refund or replacement. Customer contacted us back to let us know that some of the items were showing as unavailable for return in our return portal. The reply was sent to customer from our AI support. But the error was not rectified. Later on, one of our agents manually corrected the error and advised customer to try again.  After this no response was received and on checking the order, we see that the return was completed, and refund was also processed.
  
  Thank you.
  Sand Cloud