Complaints
This profile includes complaints for Sand Cloud's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 23 total complaints in the last 3 years.
- 7 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/29/2022
Type: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 July 19. Tracking showed delivery set for July 26. I never received the item. DHL last scanned it into **** on July 22. A week later and no updates. Both DHL and **** confirmed it is likely lost. This company keeps telling me to wait and see if it shows ** in a week or two. They blame large volumes of orders slowing down shipping on the part of DHL but I ordered from other companies and received deliveries via DHL in the same time frame with no issues. Ive contacted them five times only to be told to keep waiting. This is unacceptable and fraudulent business practice. I want my order refunded immediately so I can purchase from someone with actual customer service and that doesnt tell customers to keep waiting after theyve taken their money.
Business Response
Date: 07/31/2022
Hello *******! First of all, we apologize for this unfortunate experience you have had with us.
We understand your disappointment of not receiving your order in time. Customer satisfaction is our priority; however here we have fallen short to meet your expectations because of the unexpected shipping delay of your order and lack of timely response to your concerns due to the rush.
We want to make this situation right for you and we have issued a full refund for your order. Also we have issued a 25% off free shipping code for your future purchase as a token of our apology for this inconvenience. We have already sent an email to you regarding this.
Once again, we are sorry for this experience you have had with us and we appreciate your understanding.
Initial Complaint
Date:07/21/2022
Type: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 placed an order and was billed on June 27, 2022. As of July 21, 2022, I have not received my order. Sand Cloud has ignored two emails and one voicemail. **************** is ridiculous.Business Response
Date: 07/25/2022
Hello Rachael, First of all we sincerely apologize for the delay in response to your concerns.
Unfortunately, the large volume of emails amidst the sale-related rush is preventing us from addressing the customer queries and concerns in a timely manner. However, our team is working the best to answer these as soon as possible.
We understand that your order got returned to sender; hence we have already created a replacement order for you. Also, there was a sold out item for which refund has been issued. Your replacement order is currently in process and you will be notified when it ships out.
Once again, we are sorry for this experience you have had with us and we appreciate your understanding.
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