Complaints

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:11/03/2022

  Type:Billing 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 subscribed sometime in September to this business because I specifically wanted to get their October packs which were fall themed (I had two subscriptions, a kid one and a pro one, although the kid one was under a different email address). I also placed a separate order around the same time. That order took over a month to be processed and shipped, when they finally answered my email concerning the delay I was told they had issues, their “perfect storm” as they called it, so I figured it must be a one time issue. Fast forward to October, when I finally got my pro subscription, I was unpleasantly surprised to see that they sent me an old sticker pack, NOT what I paid for. Then the day after I get an email , too little, too late, basically saying that new subscribers would be getting different stuff because they run out. No option to skip or be refunded, no customer service whatsoever to address concerns. I sent an email on October 20th regarding this issue and have not heard back. After shipping notification on 10/11/22, I received the kid subscription on 10/31/22 - oh surprise! Another set of NOT what I paid for. At that point I cancelled both my subscriptions, although I was already charged for November (and who knows what and if we will get it). At this point all I want is either for this company to send what I paid for or to refund me (I would gladly send their product back but won’t pay to ship it). They also continue to censor costumers in their social media pages by deleting our complaints instead of addressing them, while continuing to offer the same products we were denied and sales on subscriptions that lots of us know many people won’t get because of the appalling way in which they are conducting business. I’m all for supporting small businesses, but the way I have been treated by this company along with hundreds of others is unacceptable and troubling.

  Business Response

  Date: 11/03/2022

  Thank you so much for reaching out and for providing your feedback. I see that our team followed up to your email and got things squared away. I see we refunded you for the subscription, sent you some free product from the month, and provided you with 2 gift cards. 
  
  We really can't thank you enough for your patience - we know how frustrating it can be to wait for a reply and we assure you that this is NOT our typical response time. My teammates and I are working around the clock to get caught up. Our Warehouse and Customer Service teams are actively catching up and will be back to our standard turnaround time ASAP! 
  
  Please continue the communication with our customer service team and we'll be sure to address any further concerns. 
  
  

  Customer Answer

  Date: 11/03/2022

  
  
  I have just received an email response from this business regarding the wrong product being sent to me. Just to clarify, the email came right before their response in this site was posted, so I was justified in filing a complaint since no one had contacted me until today. I have replied to them since I have a second subscription with the same issue that has to be addressed as well, I’m hoping that I do not have to wait weeks to hear back again. 
  
  
  I have reviewed the response made by the business in reference to complaint ID 18349090, and find that this resolution is satisfactory to me. Hoping the new issue is resolved in the same manner as soon as they are able to respond. 
  
  
  
  Regards,
  
  
  
  C******* *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:11/02/2022

  Type:Billing 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.

  Company has been contacted by mail and email on two separate occasion starting on 10/23/22. Company without permission has created multiple fraudulent subscriptions for myself and my teenage daughter. All charges were to my personal credit card. Company has failed to cancel subscriptions and refrain from charging the card. Company was never given permission to open a subscription or chard my card. My card information was provided to them through theft or some other fraudulent behavior. I have now taken the matter up with my bank and am filing a claim with them. Please stop this phony company from scamming people.

  Business Response

  Date: 11/03/2022

  Thank you so much for reaching out and for providing your feedback. I see that you contacted our team on October 4th via email regarding the subscription you signed up for on September 1st, 2022. Our team followed up with you and we have not received a response. to our follow up. I see that you cancelled your subscription through your account on November 1st,  please respond to our team so we can continue to work with you toward a resolution. 

  Customer Answer

  Date: 11/03/2022

  
  
  
  
  I am rejecting this response because:I did not open a subscription in my name or my daughters name. I never authorized at any point in time opening a subscription or charges going on my card. So the date of September 1, 2022 is false. Also the date of your response on October 3, 2022 is false, as I received no message from you through email or phone. I at no point spoke to a representative from your company about this matter. Also I attempted to cancel any subscriptions prior to canceling on November 1, 2022, through your website, but the cancellations were denied and I was charged a third and fourth time. Just for your knowledge my daughter whom you listed as signing up for a subscription is an underage special needs child that has no skills in accessing or using computers or phones. 
  
  
  
  Regards,
  
  
  
  **** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:10/31/2022

  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.

  This business was offering a discounted rate for a monthly subscription and specifically advertised their October seasonal collection as being the first month’s products. The order was guaranteed to arrive by the 27th of October, it still hasn’t arrived and they do not provide tracking information so I don’t even know whether it was mailed. They then charged me again for the next month’s order, with my first order not received. After I was charged again, they emailed me saying I would not be receiving the products I ordered, and others would be substituted. At this point I emailed CS to cancel and be refunded, only to be told there was a 3-4 week wait for a response from CS. This would mean I’d be charged for yet another month before even talking to CS! They claim to be training a new team, yet they are aggressively advertising to target new customers. Why bring in a ton of new customers if you do not have enough product or sufficient customer support to handle your existing customer base? Why delete legitimate customer concerns and questions on social media when your marketing team is fully capable of handling CS inquiries? Stop advertising this service if you’re not capable of delivering the promised products, and definitely don’t keep your customers waiting 4 weeks for a response!

  Business Response

  Date: 11/03/2022

  
  
  Thank you so much for reaching out and for providing your feedback. I see that our team followed up to your email and got things squared away. I see we refunded you for the subscription, sent you some free product from the month, provided you with 2 gift cards and refunded you fully for your November subscription.

  We really can't thank you enough for your patience - we know how frustrating it can be to wait for a reply and we assure you that this is NOT our typical response time. My teammates and I are working around the clock to get caught up. Our Warehouse and Customer Service teams are actively catching up and will be back to our standard turnaround time ASAP! 

  Please continue the communication with our customer service team and we'll be sure to address any further concerns. 

   

  Customer Answer

  Date: 11/03/2022

  
  
  
  This resolution is satisfactory but I would still caution other potential customers, as this company has been hiding customer questions and comments on social media. There are many other customers expressing the problems I raised here, which shows that the company is consistently unable to fulfill orders in a timely fashion and has an extremely delayed customer service response.

  J****** ******
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:10/24/2022

  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 have been subscribed for pipsticks pro club classic auto renewal but the last one fulfilled is dated 4/1/22. My bank card has been charged every month for the full amount of money that I don’t have to just throw away but I only received the July month sticker package. I am entitled to ALL of the months the company Pipsticks has taken my money and not sent me anything! I haven’t received anything in regards to my complaints to the company & customer service. If I won’t be shipped out everything every month I’ve missed then I want a full refund which is over $72.00 for all of the months I’ve been charged and not gotten anything at all.

  Business Response

  Date: 11/03/2022

  Hiya! 

  Thank you for reaching out and for providing your feedback. I see that our team followed up with you on October 24th requesting clarity on your request and we have not heard a response. We're currently experiencing a system bug where even though an order has shipped, the fulfillment is not pushing through to the customer portal. In reviewing your order history I see that all of your orders shipped as expected to the address on file. Please respond to our team so we can continue to work with you toward a resolution. 
  

  Customer Answer

  Date: 11/03/2022

  
  
  
  
  I am rejecting this response because: I have contacted this business for awhile now, and they just keep telling me the same exact things OVER AND OVER AND OVER AGAIN. ITS ABSOLUTELY ABSURD!!!!! They always tell me that my order shipped that I supposedly got it. When I keep sending them the screenshots of how it says unfulfilled on my end, I’ve never received the products I’m owed which is probably $100 now. I want the full refund or I will file a complaint with my bank as well and have them refund the money since this company REFUSES to work with customers and it’s disgusting. I already canceled my monthly subscription because I wasn’t getting it anyway so there’s no point anymore…such a disappointment. Wow…
  
  
  
  Regards,
  
  
  
  ****** ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:10/18/2022

  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’ve purchased a sibscription box as well as stickers from this company. I’m missing part of my order from over two months ago. Emails and social media requests to the company have gone unresolved and I’ve not received a refund or the product!

  Business Response

  Date: 10/20/2022

  
  
  I see that our team responded to your email on Tuesday but we have not heard back from you... It looks like your order from August 30th was shipped out on September 1st, tracking provided via email. The delay on this package is likely due to hold up with UPS which we have no control over. If you have any questions about the delivery, please contact UPS using their chat feature. Please let us know how UPS responds. 

  As for your subscription, the first month was for the September subscription. The most recent email I have on record for you was from my coworker Jas who asked you to verify if you've received your September subscription, but we did not hear back. Did you receive this September pack? Is this the portion of that order you are missing? 
   
  I see that two items, Tie Dye T-Rex SKU: AS001949 and Precious Unicorns SKU: AS002145, were removed and refunded form your order as they were out of stock. 
   
  Your second subscription charge on September 30th was for the October sub that just shipped out on the 11th. You should have received a shipping confirmation email with delivery time frames. 

  Please let us know if you have not received your September pack and we will 100% make it right. Have a great day!

• Initial Complaint

  Date:10/04/2022

  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.

  Pipsticks sent out incorrect September sticker packs to a number of consumers, including myself. I emailed them on September 16th, and at the time was told the wait time for a reply was 2-4 days including weekends. Then, they posted the wait time was 7-10 days on Facebook. It's been 17 days and I haven't had a reply, despite being told through Facebook messenger their CS manager would get back to me "ASAP." I haven't received what I paid for, and they aren't actually contacting me back about fixing the issue.

  Business Response

  Date: 10/04/2022

   

  We followed up with Laura on 10/4/22 and created a replacement order. This is a known issue that we are actively working through, all customers will get what they paid for. 

  Customer Answer

  Date: 10/12/2022

  
  
  
  
  I am rejecting this response because: the order remains unfulfilled over a week later and it is unclear whether I will actually receive anything before Halloween or not. Also, no one has actually replied to my email from September 16, nor to two follow up Facebook messenger messages, latest sent yesterday. 
  
  
  
  Regards,
  
  
  
  L**** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 10/20/2022

  I see that our team issued you a full refund and a replacement order, which shipped on 10/19/22. I believe we have fully resolved your issue at this point, you've been given 2 sets of free product, a full refund, and a $15 giftcard. 

   

  Customer Answer

  Date: 10/21/2022

  
  
  
  
  I am rejecting this response because: I did not get two sets of free product as they very snarkily said. I got one wrong set and haven't received the set I'm supposed to get. Also, until they treat customers like human beings, they should take a hiatus and stop stealing people's money. I also haven't gotten my stickers for this month. Total scam of a business. 
  
  
  
  Regards,
  
  
  
  L**** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:08/17/2022

  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 placed an order on July 30th in the amount of $4.40, however it still has not arrived. The tracking number appears to be fake as it has said “arrives today” every day for over 10 days now. Pipsticks has ignored two emails and a message on Instagram asking for help with this order. 

  Business Response

  Date: 08/25/2022

  
  
  Wehave observed the tracking issue mentioned and it is not due to an ilegitimate tracking number - an arrival date that keeps being postponed by the carrier UPS reflects the package is likely lost in transit. When this happens, we are quick to send a replacement order once the customer lets us know they didn't receive their order promptly.
  
  With respect to the delayed customer service response, we had a perfect storm during the past month of technical issues and teammates out of office, which resulted in a higher than normal response time (typically, emails are answered within 2 business days).

  We have had a banner on our website letting our customers know our response times are longer (attached).

  
  I see that our customer service team already responded to your emails and issued a refund on your lost order on Saturday, August 20th. They explained the tracking number issue and offered to either send the product again or a refund.
  
  Please let us know if there is anything pending on our end and we'll be more than happy to investigate.