Reviews

This profile includes reviews 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

  
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  Sand Cloud

  400 Hillsboro Technology Dr Deerfield Beach, FL 33441-1842

Review Details

• Review fromJessica P

  Date: 06/04/2025

  1 star

  Jessica P

  Date: 06/04/2025

  Sand Cloud cancelled my order, saying payment couldnt be processed. CC statement shows the payment going through, then Sand Cloud refunding it the next day. They have still not refunded the gift card used, despite me reaching out 4 times. I was only shopping to use the gift card! I cant speak to the product, only the terrible customer service.
  

  Sand Cloud

  Date: 06/10/2025

  Hi Team, Thank you for bringing this matter to our attention.The customers order was canceled due to an issue with processing the payment. The order had been paid partially using a credit card and partially with a gift card. The credit card portion was successfully refunded the following day. Regarding the gift card, we manually reinstated the refunded amount and issued a new gift card to the customers preferred email address.Its true that our initial response was delayed. This was due to an unusually high volume of inquiries resulting from an ongoing sale. We sincerely apologize for the delay in communication. However, once we saw the customers review, which is prioritized by our review team, we immediately retrieved all order details, resolved the issue, and ensured consistent follow-up to assist the customer.If the customer has any further questions or concerns, they are welcome to respond directly within the existing email thread.We believe this case has now been resolved and appreciate your understanding.Thank you,Sand Cloud Review Team

  Jessica P

  Date: 06/13/2025

  I dont know why they keep lying! There was no problem with my payment. It went through then they refunded it the next day, and took almost a week to refund the gift card, which required multiple emails back and forth. If they had just fully refunded me automatically, I wouldnt have had to write a review in the first place - I honestly think this review and one on ****** were the only reason they reissued the gift card. This company does not behave like a normal, well run business and should be avoided.

• Review fromChristine M

  Date: 03/11/2025

  5 stars

  Christine M

  Date: 03/11/2025

  This is an update to my previous review.
  After communicating with Victor at Sand Cloud I believe in small businesses again. He was so polite and accommodating to my concerns. The issues were resolved immediately and I will again be ordering from them soon. This is a company that 100# believe in their product and want all customers to be absolutely happy. Thank you again to all at Sand Cloud
  

  Sand Cloud

  Date: 05/22/2025

  Hi there, Thank you so much for your updated review! We're truly glad that your concerns were resolved to your satisfaction. At Sand Cloud, we deeply value our customers and are committed to making sure everyone has a positive experience. Your support and trust mean the world to us, and we look forward to serving you again soon. Thank you for believing in us!

• Review fromZackery B

  Date: 08/23/2024

  1 star

  Zackery B

  Date: 08/23/2024

  I placed my order last Friday, didnt receive any shipping info until Wednesday. I was told that my order was flagged for fraud, so sent them Verification pics of email proof that I ordered product. My card was processed and charged on Monday for order. I asked for Refund on Tuesday but was told my order was shipped out! (I sent verification email on Tuesday) did not get tracking information until Wednesday morning. Ironically the money was taken from my credit card before they received fraudulent verification from me. They then promised to send me a refund for my shipping, saw that as pending on my credit card account shortly after that. Then checked again that evening and they took the refund back. Very dishonest customer service and subpar product at best! Strongly recommend you not buy anything from them, its hard enough to get by in this country these days to have people lie to you about services provided.
  

  Sand Cloud

  Date: 08/29/2024

  Hi Team, The specified order was flagged under our risk orders (Chances of Unauthorized Transaction). Order was placed on 16 August 2024. We emailed the customer on 17 August to provide us with the necessary details to process the order at the earliest. The customer responded, however the required information was not provided. We again emailed to help us with the details needed to authorize the shipping. In the next email on 20 August, the customer forwarded an order confirmation email to let us know that this order is an authorized purchase.Considering it is an authorized purchase, on the same day, we processed the order for shipping. Order was shipped on 20 August. On 21 August, the customer contacted us to get the details of the tracking. We helped the customer with the details of the tracking including the link to track it. Since the customer demanded a refund of the shipping fee for the delay in the shipping, we initiated the refund of the shipping charge in the amount of $26.31. The ticket was later closed as the order was delivered on 21 August. Since the customer gave a negative rating for the service received, we made a follow up on the same and the customer complained that the refund is not getting reflected in her account. We helped the customer with the transaction details and confirmed that the shipping charge refund was successful from our end. This ticket is still open, awaiting the customers response to confirm a refund has been received. Thank you.

• Review fromMichael L

  Date: 07/26/2024

  2 stars

  Michael L

  Date: 07/26/2024

  Nice designs, they look great. Functionally wise they're pretty bad, do not work for drying off at all. Slightly better than regular beach towels for sand but definitely still trap sand even after shaking it out. Main issue is really just how poorly they absorb water, really an issue. I'd say it's an outdoor blanket more than a towel.
  

  Sand Cloud

  Date: 07/29/2024

  We are writing in response to the negative review. While we appreciate the customer taking the time to share their feedback, we are unable to locate their order within our system based on the information currently available.To thoroughly investigate this matter and address the customers concerns, we kindly request that you provide us with additional details about the order. Specifically, we would like to obtain the following information:Order number Customer name Customer email address Shipping address We believe that having this information will enable us to identify the customer's order and take appropriate steps to resolve the issue.

• Review fromEmily N

  Date: 06/07/2024

  1 star

  Emily N

  Date: 06/07/2024

  Ive never had a worse experience with ordering a product. My order shipped out 2 weeks ago and has been stuck in the same city for 10 days now. The estimated arrival date was over a week ago (I know that many people who have ordered from Sand Cloud have had to wait much longer) and Ive received no useful updates from the delivery provider, Pandion. After contacting Sand Cloud, they said my order was still in their warehouse and had not been sent out yet, and that I will receive tracking information once it ships. I had already received notice that it had shipped, and tracking information was provided weeks prior, which made me feel like the person I was speaking with did not actually look into the situation and just provided a generic response. When I told them that their response didnt add up they just apologized for the confusion and said to wait 1-2 more business days for my order to arrive. The shipping company has said twice now that they are investigating the situation and that theyll get back to me. They have not gotten back to me. I bought two blankets to take on a trip and give as gifts, and that will no longer be possible as I know the order will not arrive in time. The items were clearly lost, and Sand Cloud and Pandion are offering no real solutions to rectify the situation. It is Sand Clouds responsibility to ensure that the shipping providers they are working with are reliable and efficient; I can only imagine how many orders have been lost in transit at this point given all the similar negative reviews Ive read.
  

  Sand Cloud

  Date: 06/19/2024

  Hi Team, Customer contacted us first on 23 May 2024 to change the shipping address of an order placed with us. We assisted the customer, and a resolution was provided for this request (address was updated successfully). Unfortunately, since the tracking was not updated, the customer contacted us back on 04 June 2024 to get an update on the status of her order. We responded on the same day and advised in the email to wait for a few business days for the carrier to update the tracking. From there on, the customer had contacted us the following days and we were also following her order and responded to the customer emails on the same day. On 07 June 2024, the customer contacted us as a follow up and we checked with the shipping team and confirmed to her that the order might be lost in transit (we assume an order to be lost after a certain time period which we allow for the package to be delivered even if a delay is caused). Immediately, we offered reshipment or refund of the order to the customer. The customer has chosen a replacement and we have successfully created the replacement order which was delivered on 15 June 2024 (for the new order also, an edit on the shipping address was required and we addressed that issue without a delay).Thank you

• Review fromMargaret R

  Date: 06/04/2024

  1 star

  Margaret R

  Date: 06/04/2024

  I placed a $187+ order with Sand Cloud. My card was charged the same day. 7 days later the order still had not shipped. Their site says ships within ***** hours. I contacted them...they told me It would ship within 48 hours. It is now 5 days later....the order still has not shipped. I have emailed, tried chatting, and left a message at the phone number on the site. They are Scammers...they take your money and send you nothing. I am currently on a chat waiting for a representative and have been waiting 20 minutes. Do not order from them.
  

  Sand Cloud

  Date: 06/19/2024

  Hi Team, The customer placed an order with us on 24 May 2024. The customer contacted us on 31 May 2024 to get an update on the shipping status of the order (communication was made on both chat platform and email), we addressed the query and informed the customer that due to high order volume from our sale, we have some delays at our warehouse in fulfilling the orders and your order taking longer than usual to ship out. Customer waited as per our instruction and contacted us back on 04 June 2024 to know if there was any update on the order (during these days, we were also following this order and was waiting to get an update from the carrier website). We helped the customer with the available tracking information (this email ticket was not closed and we were keeping a follow up with the order). In later days, the customer didnt contact us and since this ticket was open, we checked the status of this order and found that the package was successfully delivered on 06 June 2024. Ticket was closed since the carrier confirmed a successful delivery with a picture on their website.Thank you

• Review fromBrittany H

  Date: 01/14/2024

  1 star

  Brittany H

  Date: 01/14/2024

  After not being notified of shipping and tracking information, my package was delivered to the wrong address miles down the road. Only after I contacted the company did I discovered it had been shipped and delivered a week prior to my communication. After driving all over searching for it, it was no where to be found. I went above and beyond what a customer spending this much money should have needed to do to get my package, only to not get my package. Sand Cloud then replied only with automated messages confirming it was delivered. It NEVER acknowledged any of the information or images I was sending. These products are EXPENSIVE and they have to do better. I have received no follow up for an order over $200. I will never recommend this company or order from them again and I will tell others of their TERRIBLE service.
  

  Sand Cloud

  Date: 01/24/2024

  Hi there, customer contacted us for a delivered not received case (tracking shows delivered but customer didn't receive the package) Order# *******. We assisted customer and helped them with a replacement order for all the items. Order# *******. Received an acknowledgement email from customer that this replacement order was delivered and received. We have also closed the ticket based on this.

• Review fromKera B

  Date: 12/14/2023

  1 star

  Kera B

  Date: 12/14/2023

  Order#******* My order was "flagged" according to customer support email. Ordered Delayed by 3 weeks. Ordered was then delivered to wrong address & according to proof of delivery package looks opened at time of delivery.The email stating the company flagged my order got mixed in with the 3 emails per day spam sale; is not good practice either. Gotta wait 2 days just to hear back from the customer service email. Still no word and no package 3 weeks and counting. Honestly, just want my money back and NEVER order from them again.
  

  Sand Cloud

  Date: 01/24/2024

  Hi Team, The specified order# ******* was flagged under our risk orders (Chances of Unauthorized Transaction). We emailed customer to provide us with the necessary details to process the order at the earliest. Follow up was also made, however no response was received (emails were sent to the registered customer address). Later on, customer responded with the requested information, and we have processed the order. Helped with tracking information. Customer later contacted us to confirm that she hasn't received the package even though the tracking shows delivered. We did investigate the issue and later helped customer with a full refund. Sent a follow up email and the ticket was closed.Thank you.

• Review fromAnna C

  Date: 12/14/2023

  1 star

  Anna C

  Date: 12/14/2023

  Shipping by Sand Cloud is a frustrating process. Unable to reach a person and I received a email saying product was picked up and after 7 days it still hasnt reached ***** They sent an email telling me to contact **** but **** hasnt even received it. Website is all AI and loops customers around so its difficult to cancel the order for a refund.
  

  Sand Cloud

  Date: 01/24/2024

  Hi there, customer contacted us to get the status of the order# *******. We helped with tracking information and requested to wait as there was a delay in tracking to get updated. Proper follow up was made to customer emails. Verified shipping address and later we considered the order to be lost and offered a resolution (since the item was out of stock, we offered an exchange with a same value item or full refund for the order). Customer responded back confirming refund is the preferred option. Refund was processed accordingly and the ticket was closed.

• Review fromMelissa J

  Date: 10/03/2023

  1 star

  Melissa J

  Date: 10/03/2023

  I have called all the phone numbers on Sand Cloud's website and left messages. I also called Sand Cloud's store in **********. They told me they have no way to contact anyone except via the phone numbers from Sand Cloud's website which go right to voicemail. Mmm, now that sounds odd. I have submitted my problem via the submission form on Sand Cloud's website and have contacted Sand Cloud's **************** via email. All of my inquiries regarding my damaged item have gone unanswered. This morning contacted Sand Cloud's CEO/Owner ********************* and still no response.Honestly love the product and have purchased many towels for myself and as gifts with no problems.I just would like to know how to proceed on replacing/exchanging the one damaged towel I received.I opened my package of towels (Order #*******) to wrap as a wedding gift and saw that one of the towels (Broadway Stripe - Sunflower) was stained. Shipping package was undamaged. As you can imagine I'm anxious to resolve this and get my gift on their way to the wedding couple!!
  

  Sand Cloud

  Date: 10/09/2023

  Hi There,** contacted us to let us know that one of the ordered item had been delivered in stained/damaged condition. As requested by cx, a new order with the number EXC-*******-1 was sent, which rectified the issue.