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Business Profile

Health Products

Charlotte's Web Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Health Products.

This business has 1 alert

Complaints

Customer Complaints Summary

  • 6 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:09/03/2024

    Type:Customer Service 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 Aug 21, 2024 for two items. I have not received the item and tracking shows processing . I have gotten no updates. I emailed twice and have not gotten a response. I tried to chat online but keep getting a message that shows that theyre away.

    Business Response

    Date: 11/15/2024

    Hello,

    I can see that this order was refunded on September 11th. Please let me know if I can assist you in any way. 

    Best,

    Vienna

  • Initial Complaint

    Date:07/05/2024

    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.
    On May 23rd 2024 I ordered a pack of CBD gummies on their website. I paid $38.07. I then decided I did not want the gummies anymore and I returned the package unopened and unused. There has been a delay on the delivery of the return for more than 3 weeks now. First they told me I wasn't getting a refund until the package actually got there and then 2 weeks after this delay started I called back and was told that my refund was going to go ahead and be processed. I was told my refund would take up to 10 days. It has now been more than 10 days and I cannot get a hold of customer service at all.

    Business Response

    Date: 07/11/2024

    Hey there, 

    I do see that this order was refunded once we received the package per our policy. Can you please confirm you have received the refund? 

    Best, 

    ******

    Customer Answer

    Date: 07/12/2024

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    ***********************
  • Initial Complaint

    Date:11/27/2023

    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.
    I have tried emailing and calling to cancel a subscription. I like these products but customer service is a big issue. The subscription # is *******. I plan on buying monthly only and no more subscriptions after this experience.

    Business Response

    Date: 03/27/2024

    All  subscriptions have been cancelled and **** was contacted VIA email. 

    Business Response

    Date: 03/27/2024

    Hello ****, 

    Thank you for taking the time to share your feedback. We are truly sorry to hear about your experience and apologize for any inconvenience or dissatisfaction you have encountered. At Charlottes Web, we strive to provide exceptional service to all our customers, and it is disheartening to learn that we fell short of your expectations.
    Your feedback is important to us, and we take it seriously as we continuously work to improve our products and services. We have cancelled all subscription as well as cancelled and refunded any pending orders. 
    Please contact our customer service team at *********** or ***************************** so we can discuss your issue further and find a resolution that meets your satisfaction.
    Once again, we apologize for any inconvenience you have experienced, and we value your feedback as it helps us improve and better serve our customers .Thank you for bringing this matter to our attention.

    Sincerely,
    ******

    Customer Answer

    Date: 03/27/2024

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    *********************
  • Initial Complaint

    Date:08/11/2023

    Type:Order 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 purchased chocolate mint cbd oil 5,000ml bottle order #********* for $220.67 on July 17, 2023 & have not received my order. Distributed by: Charlottes web **** ********** ** ***** **#************** tracking #********************** I have called left message, emailed twice with no results. When I tried tracking this order I got we could not locate the shipment details for this tracking number. Please help me get either a refund or the product I ordered.

    Business Response

    Date: 03/27/2024

    Dear *****,

    Thank you for taking the time to share your experience with Charlottes Web on the Better Business Bureau (BBB) website. We take all customer feedback seriously.

    We noticed your review was posted in 2020. We apologize that you did not receive the ordered product . We strive to provide excellent service to all our customers, and it appears we fell short on that occasion.

    However, we'd like to bring to your attention that this review is 4 years old. Since then, we've made significant improvements to our customer service team and response time. Additionally, we have updated our shipping terms and policies.

    We'd love the opportunity to regain your trust.  Please call email or chat with us to receive free shipping on any order with the code FREESHIP. 

    In the meantime, we invite you to visit our website at www.charlottesweb.com to learn more about the recent changes we've made.

    Sincerely,

    The Charlottes Web Team
  • Initial Complaint

    Date:01/09/2023

    Type:Product Issues
    Status:
    UnansweredMore 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 place an order with this vendor on 12/27/22. They claim 5-7 days standard mailing ******* for which I was charged $8.99. My order total was $59.98. I still have not received my order and I have written several emails to their "info" email address. I cannot get anyone by phone or email to find out what the status of my order is at this time. I have been on hold with their customer service, listening to commercials about their products, waiting for someone to pick up, for 20 minutes. I am a first-time customer and will NOT be using this vendor again. I have that my order was placed on 12/27. I no longer want anything from them; I want a refund. At this point, I would not trust the quality or integrity of the product.
  • Initial Complaint

    Date:08/30/2022

    Type:Delivery Issues
    Status:
    UnresolvedMore 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.
    Hello,I placed an order online Order ********* shipment arrived damaged. I have contacted the business multiple times and have received no response. Please resolve issue immediately to avoid further escalation.

    Business Response

    Date: 09/28/2022

    Called twice and left a voicemail. Send an overnight replacement for the damaged items and added 400 reward points to their account for the hassle 

    Customer Answer

    Date: 09/28/2022

     
    Complaint: 17796085

    I am rejecting this response because: Hello, I have been waiting for a response from you for the past two months. I need a detailed and reasonable explanation why your phone number is never answered, including the question thread on your website, as mentioned by 99% of the other consumers on your reviews. Have this answer sent to me or have the phone line fixed immediately, or I will work with BBB and FTC and some of my other connections to take your business down. ************* is no place for you people to come and start scamming hard-earning honest *********.

    In regards to the order, this supplement was recommended to my old father two months ago for consumption. When you were irresponsive and unable to deliver product, I made my purchase with a different business, with great customer service. If you pay attention to my request and the customer service forms which I filed, I never ASKED FOR A REPLACEMENT. I emailed you many times asking for a refund and a return address to send your damaged product back to you. In addition to that, I have moved to a different address since two weeks ago, and am no longer residing at the resident which I assume you are shipping to. 

    Next time please confirm with the consumer, please making decisions on your own, after having the audacity of replying after two months time. Please do not ship me anything, as the package will go to the wrong resident or possibly get lost. I would like this order to be canceled immediately and letter from your management team stating that you will no longer contact me or email promotional letters. I would like to have no business with *********'s Web, starting today September 28th. 

    Have this order refunded immediately or I will contact my credit card with this information. I am filing a case on FTC against you in the meantime, and have my lawyer on standby, in case I want to take this case to the next stage. CBD product has been working magically for my father, and the lack of service and response and negligence by your company has caused him physical and psychological damage. I await your prompt response.

    Sincerely,

    Niel Nemka

    Business Response

    Date: 10/12/2022


    I am so sorry for the confusion with your order# 19366440. I have issued a full refund to the original method of payment, please allow 3-5 business days to see the credit reflected on your statement. You will receive a "credit memo" email confirming your refund. If you have any questions or need additional assistance, feel free to reply back to me here, I would be happy to help.
     
    Have a great rest of your day!

    Customer Answer

    Date: 10/12/2022

     
    Complaint: 17796085

    I am rejecting this response because: i confirmed with my bank, and they have received no credit from business. please kindly provide refund receipt as attachment to this case. I will share the information with the bank and close this case upon receipt of refund confirmation copy. Thanks

    Sincerely,

    Niel Nemka

    Business Response

    Date: 11/09/2022

    Hello Niel,

    I am so sorry for the confusion with your order# 19366440. I have issued a full refund to the original method of payment, please allow 3-5 business days to see the credit reflected on your statement. You will receive a "credit memo" email confirming your refund. If you have any questions or need additional assistance, feel free to reply back to me here, I would be happy to help.
     
    Have a great rest of your day!

    Yujailec B.
    Customer Care Specialist

    Customer Answer

    Date: 11/18/2022

     
    Complaint: 17796085

    I am rejecting this response because: The order was placed on August 16. I have sent the business dozens of emails and made phone calls without a response. They posted a customer service number on their website which is non working. You can see other customers reviews on ****** and BBB are all complaining about the same issue. You call the number and are put on hold for hours without anybody on the other side of the call. 
    i finally contacted my bank in September and my bank filed a chargeback against the business and took my money out of their account. I just confirmed with my bank, that the credit was provided by bank and not refunded by the business. Since the businesss bank  failed to response to the chargeback claim with a rebuttal, the temporary credit became permanent. I cannot accept the businesss dishonest response after many deadlines have passed, and the refund was provided to my by mastercard fraud protection program, which Charlottes web likes to take credit for. 
    these chargebacks affect my credit and reputation negatively and because of Charlottes webs negligence I was forced to do that as a last resort. I have been dealing with issues in my personal life recently and was advised to purchase CBD to deal with my nerve issues and inflammation. And this was the nightmare I had to deal with. I then spent hours trying to contact Charlottes web  and this only added to my mental suffering and inflammation. I like to know what the business is willing to do to make up for this utter negligence.  

    Sincerely,

    Niel Nemka

    Business Response

    Date: 05/08/2024

    Looks like we replaced and gave points in 2022 "called twice and left a voicemail. Send an overnight replacement for the damaged items and added 400 reward points to their account for the hassle "

    Customer Answer

    Date: 05/24/2024

     
    Complaint: 17796085

    I am rejecting this response because:
    I have not received any replacement nor points to my account. I have changed my residential address and any shipment needs to be sent to my new address. Please contact me via same email ********************* or call ********** to arrange delivery if those replacements and points. Thank you
    Sincerely,

    Niel Nemka

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