Reviews
This profile includes reviews for Sand Cloud's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 22 Customer Reviews
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Review fromMelissa J
Date: 10/03/2023
1 starMelissa 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.Review fromRobin B
Date: 09/10/2023
1 starRobin B
Date: 09/10/2023
I ordered the *****, extra large towel and received some ugly BoHo extra large towel. I contacted customer service via email since theres NO PHONE # and I immediately sent pictures of what I got, three days later and still no response. I specifically ordered this for a gift to someone and now Im stuck with this ugly BoHo. I will never order from Sand Cloud ever again OR recommend them.Sand Cloud
Date: 09/12/2023
Hi There,
Cx reached out to us about receiving an incorrect towel. This issue was fixed by creating a replacement order#******* as per cx request. Also, allowed cx to keep the incorrect towel as well.
Review fromKatie W
Date: 08/28/2023
4 starsKatie W
Date: 08/28/2023
Initially frustrated with very large order saying it was delivered with a blank photo from carrier GLS as proof of delivery at 10:30pm on day of supposed delivery, which did not occur.No customer service with carrier GLS regarding missing package.Customer service with ******************** addressed the concern with a full replacement order. Used the same carrier, GLS, who adjusted delivery date several times, but did eventually deliver the replacement order.5 stars for awesome product and company mission, less one star for using a delivery carrier with poor customer service and hit and miss delivery.Sand Cloud
Date: 09/13/2023
Hi There,We have submitted above comments about the awful experience with us as a result of a lost package and using the same shipping carrier for the replacement order to the appropriate team. Please be aware that choosing a shipping carrier is an automatic process. In order to improve services moving forward, we have also forwarded your comments to the relevant and the shipping team.Review fromKELSEY R
Date: 07/26/2023
1 starKELSEY R
Date: 07/26/2023
**************** is a joke. They shorted my order by 1 item - I emailed customer service, to no response, for a replacement or refund. A week later, I get a reply that because *I* havent sent them photos of the items received and the box (as if Id keep that sitting around for over a week), they were closing out the support request because I hadnt responded to their emails (going to spam) immediately. Even though they took almost a week to respond to meSand Cloud
Date: 08/23/2023
Hi There, ** reached out to us about a missing towel from the order#*******. This issue was fixed by placing a replacement order#******* as per cx request. Package was delivered on August, 7th.Review fromElizabeth W
Date: 07/17/2023
1 starElizabeth W
Date: 07/17/2023
This will be my first BBB complaint ever. I have had companies mess up my order in the past and they were quickly and appropriately rectified. I am not the type of person to even leave reviews when Ive had a bad experience with a company, because after being in customer service for many years, I know that things can happen. That being said, this has been the most disappointing customer service Ive ever dealt with. I placed an order almost three weeks ago now. Even though their website said my stuff would ship in 4-8 days, I waited two weeks to reach out after seeing that it was never even shipped out, per the tracking I was sent by them. After I reached out to them, I was told that the 2 towel bundles I ordered were out of stock in the color that I loved and wanted. Again, things happen, so I asked if they could just send me another color, which would still be the same exact bundles and style of towels. For some reason the other colors are a couple dollars more, so I was told no. I was only given the option of choosing something that costs the same as the original towel color I order, **** could choose something for LESS than what the towels were that I paid for, but were out of stock. Its pretty shocking to me that a company wouldnt just rectify their error that they never even made me aware of by just sending me different color sets. Instead, I had to reach out to them to find out why they hadnt sent my stuff yet and now its been almost three weeks since I ordered and I have no product and no more response from them after I sent them an email clarifying that even though that made an error, I couldnt just switch colors and that my only option at this point is to pick something different off their website that is equal to or LESS than what I originally ordered.Sand Cloud
Date: 09/03/2023
Hi There, Order#*******: Although tracking indicated delivered, CX did not receive the package. Later, CX confirmed that she received the package intact.Review fromNILSSON H
Date: 06/21/2023
1 starNILSSON H
Date: 06/21/2023
Sand Cloud has the worst customer service. They have lost my order partially while shipping. I have contacted them 7 times. I got one response from someone name ******. I kept following up with him, but no response. I have provided all the information that Sand Cloud requested, but they have not responded to my request for the refunds on the lost items.Sand Cloud
Date: 08/23/2023
Hi There,** reached out to us about 2 missing towel from the order#*******. This issue was fixed by issuing a refund of $63.00 as per cx request.Review fromTodd S
Date: 06/18/2023
1 starTodd S
Date: 06/18/2023
Horrible! I ordered a large $70 towel on June 1st. Just said its in route. 2 1/2 weeks???? Obviously its stolen or lost. No one will respond to my emails in customer service. Do not order! I have to call my credit card company to cancel. So rude not calling me back! No phone number.Sand Cloud
Date: 08/24/2023
Hi There,Original order#******* was shipped to the correct address, however, it got lost in transit. The issue was fixed by placing a replacement order#******* as per cx request.Review fromSara M
Date: 06/15/2023
1 starSara M
Date: 06/15/2023
One of my towels came with a small hole, i emailed and no response, sent another and they said they cannot replace the towel but can offer me 10 dollars. I replied that i wanted it replaced as it had a hole and they said they could not offer me a new towel. I am very confused about this and the towels are really pricey to not stand behind the product. very disappointedSand Cloud
Date: 08/24/2023
Hi There,The bundle contained a damaged towel, which Cx received. By placing replacement order#******* in accordance with CX's request, the problem was resolved.Review fromShannon B
Date: 06/02/2023
1 starShannon B
Date: 06/02/2023
I ordered from sand cloud on May 9th 2023. They charged the money from my account. It is **** and I still have not received my order. I emailed multiple times with no response. I called and had to leave multiple messages. Never have been able to talk to a person. They sent an email as a response to my phone message giving me a new tracking number. My order on that tracking number said it was returned. I called again multiple times and left a message. They sent an email response to my call and said they generated a new order number and stated they werent charging me. They never refunded my money and I still dont have what I originally ordered. Im starting to wonder if this is a legit company or if I am being ripped off. They advertise all over ******** and I think people should know that this company does very bad business.Sand Cloud
Date: 08/24/2023
Hi There,Original order#******* was shipped to the correct address. However, it got lost in transit. As requested by CX, a replacement order# ******* was placed to resolve this problem.Review fromVanessa V
Date: 05/08/2023
1 starVanessa V
Date: 05/08/2023
I placed my order over a month ago and I have not received it yet and the tracking doesnt show any movement whatsoever. Ive tried reaching out but its only through email and it always says they would respond within 2 business days or more which I have not received an answer yet. I needed the towel for my ****** trip but now I need to just cancel it because it wont make it on time. This is a very disappointing experience!!!Sand Cloud
Date: 08/24/2023
Hi There,Order#******* shows delivered to the specified address. However, cx claims that she did not receive the package. This issue was fixed by issuing a refund as per cx request.
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