Complaints

This profile includes complaints for Cirkul's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Cirkul

  3620 Queen Palm Drive Tampa, FL 33619

• 

  Cirkul

  4914 Joanne Kearney Blvd Tampa, FL 33619

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:10/22/2024

  Type:Service or Repair 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 Cirkul water bottles and flavor pods in Sept 2024 after seeing online that they are all natural and contain no artificial colors or sweeteners and don't contain sugar. They even callout which products include stevia - which i avoided for health reasons. It feels like bait and switch after the product touting how healthy it is to find out that nearly all flavor pods that don't have Stevia have sucralose. I have rheumatic conditions and cannot have the highly inflammatory sucralose, so I emailed in October asking to return the purchase because I can't use it. They told me that they do not offer refunds or exchanges, which normally wouldn't bother me, but they were very deceptive in their marketing by leaving out key information. I replied that I was disappointed with that response and they offered a $5 credit towards another purchase!, ridiculous! Please refer to "why cirkul" on their website for the health benefit claim.

  Business Response

  Date: 10/22/2024

  We have sent the customer an email from ********************************** this morning to solve the issue at hand.

  Thanks,

  - Cirkul Team
  

  
  

  Customer Answer

  Date: 10/22/2024

   
  Complaint: 22455654
  
  I am rejecting this response because:  Their response was garbage.  In it, they defend their products as healthy and told me that I should contact my physician before purchasing a beverage???  The way they communicate about their products is intended to deceive consumers into thinking their products are healthy when they are not.  They clearly communicate the products with stevia and caffeine as ingredients, but do not mention sucralose unless you search for the ingredient list (which is hard to find).  They again offered me a voucher to buy more product from their site which is insulting and absolute garbage.  While i understand that they cannot return because it is a consumable product, they should still refund the purchase and be required to make the sucralose much more prominent on the 75% of product offerings on their website containing it as an ingredient.  It is irresponsible and deceptive to not call this out when specifically calling out Stevia and Caffeine as sucralose is known to cause cancer, obesity, and inflammation.  Their consumer messaging and marketing campaign is deceptive, with prominent bait and switch and the fact that they tell you to consult with a doctor before consuming their product is actually scary.  Who would reach out to their doctor to ask if a drink is acceptable - and what doctor is going to research the website to see the product's ingredient list (particularly when it is hard to find)?  I am very disappointed in this response - it is clearly a canned response that shows no responsibility, no care or concern for consumers purchasing their products and no integrity.  I would appreciate your help continuing to seek resolution on this issue.
  
  Sincerely,
  
  ******* ******* - maiden name "****" (please see the text from their email response to me below as it will not allow me to attach an email):

   

  From: Cirkul Team <***************************************************************>

  Date: October 22, 2024 at 11:36:20?AM EDT
  To: ******* **** <*****************************>
  Subject: Let's Make Your Taste-buds Happy Again!
  Reply-To: Cirkul Team <***************************************************************>
  
  Hey *******,
  
  Thanks for connecting with us! My name is Yamari and I am the Customer Experience Team Lead with **********************. I was bummed to read your review on the BBB and wanted to do my best to help.
  
  We're sorry to read of any concerns with your purchase! We always suggest you speak with your healthcare provider for specific health-related questions, as they are best equipped to address your specific situation.
  
  Our Sip Flavor Cartridges are all dairy-free, gluten-free, sugar-free, soy-free,and have no artificial dyes. All flavors are vegan-friendly except for the GoSip Black Cherry & ***** ******. You can find a full nutrition and ingredients list on our products page by clicking on the flavor pack and selecting "Nutritional Info and Ingredients" at ***************************************************.
  
  We have different options for you on the sweeteners we use:
  
  Sucralose-sweetened flavors -
  LifeSips (with added B vitamins) -Fruit Punch, Coconut Pineapple, Raspberry Lemonade, Sweet Tea & Lemon,Watermelon, Lemonade, Strawberry Kiwi, Peach Mango, Honeycrisp Apple, Blueberry Grape.
  FitSips (with B vitamins and electrolytes) - Mixed *****, Orange Tangerine, White Cherry, Island Punch,Tropical Blast, and Blackberry Burst.
  GoSips (with B vitamins and caffeine) - Black Cherry, Strawberry Watermelon, Green Apple, Grape,Blackberry, Cherry Limeade, Blue Raspberry, Citrus Twist, Orange, and Kiwi *****.
  Gateway Tea (with caffeine) - Peach Tea,Raspberry Tea, Sweet Tea, Green Tea, Blackberry Tea, Blueberry Tea, Mango Tea,Tea & Lemonade, Honey Green Tea, and ******************************** (with caffeine) - ***************************************** Mocha Iced Coffee, Vanilla Iced Coffee, White Chocolate Raspberry, and Seasonal Hazelnut.
  Frosted Refreshers (with caffeine): Pink Refresher, Mango Dragon Fruit Refresher, and Paradise Refresher.
  Fission (with caffeine) - Send It,Nocturnal, Florida Man, Blue Magic, Jackpot, Shake & Bake, and E.T.
  Squeeze Lemonade - Classic Lemonade,Raspberry Lemonade, Watermelon Lemonade, Blueberry Lemonade, Strawberry
  Lemonade,Grape Lemonade, Tropical Lemonade, Kiwi Lemonade, Blackberry Lemonade, Lychee Lemonade, and Passion Fruit Lemonade.
  Flyte (with electrolytes) - Red Zone, Last Drive, Rapid-Fire, Shutout, Lights-Out, Overtime, Fast Break, Hit Stick, No-Hitter, Walk-Off, and *************************** (with added B vitamins,taurine, green tea & ****** **** extracts, and caffeine): Passion Fruit Dragon Fruit, White Cherry, Wild *****, Blackberry, Strawberry Kiwi,Watermelon, Tropical Fusion, and Nebula.
  Sabrocita - Strawberry (Fresa), Soursop (Guanabana), Hibiscus (Hibisco), Guava (Guayaba), Horchata, Prickly Pear (Higo Chumbo), Papaya (Lechoza), and Tamarind (Tamarindo).
  
  Stevia sweetened flavors -
  LifeSips (with added B vitamins) -***** Pomegranate, Strawberry Lemonade, Blueberry Cranberry, and Mango Grapefruit.
  FitSips (with B vitamins and electrolytes) - Lemon Lime
  ***** (with added B vitamins and antioxidants) - Clementine, Watermelon, Lemon, Strawberry, Cucumber Lime, Kiwi Strawberry, Fruit Medley, Cherry, Apple, Grapefruit, and Orange Pineapple.
  Stage (with electrolytes) - Lemon Lime, Strawberry Watermelon, Blackberry Twist, ***** Blend, Tropical Punch, and Orange.
  Wild Splash - Parrot Punch, Bear *****,Alligator Apple, Shark Strawberry, Lion Lemon Lime, Orangutan Orange, Cheetah Cherry and Walrus Watermelon.
  
  No sweetener -
  Puressence - Raspberry, Cucumber,Pineapple, Pear, Apple, Lemon, Peach, Strawberry, Watermelon, Lime, Lilikoi and Tangerine.
  
  We're disappointed the flavor blends didn't match your expectations or work for your needs. Unfortunately, once an order has been processed, we are unable to cancel it, accept it back, or provide a refund. This is our priority so that all our customers can be certain they are receiving safe, fresh Sip Flavor Cartridges and products that have passed our quality control measures in a controlled environment rather than a product that has left the warehouse and been returned. We apologize for any inconvenience but hope that priority is understandable, as we value the trust our customers have in us.
  
  While we cannot take back-shipped products for a return or exchange, were happy to share a $10 E-Gift Card or 8 Free Sips with you right away if you wish to give some new flavors a spin. If you prefer Sips, please check out your available Sip flavors here and let us know: ***************************************************
  
  Please let us know if we can get you set up with either offer.
  
  Please let us know if you have any other questions!
  
  
  --
  Cirkul Team
  Yamari
  
  ??96%of people drink more water with Cirkul!
  **Based on a survey conducted with ***** Cirkul Customers

  Business Response

  Date: 10/30/2024

  We have sent the customer an email from ********************************** this afternoon to solve the issue at hand.

  Thanks,

  - Cirkul Team

  
  

  Customer Answer

  Date: 10/31/2024

   
  Complaint: 22455654
  
  I am rejecting this response because:  I again stand firm that the website does NOT clearly indicate the product ingredients and in fact tries to hide that sucralose is included in most options. You also mention that I could have voiced concerns prior to purchasing.  The ingredient list is buried and all promotional materials insinuate that unnatural ingredients and sweeteners are not used, so I never knew the ingredients that were included.  Specifically calling out stevia makes it sound like other products do not contain artificial sweeteners.  I stand firm that your promotional materials aim to intentionally deceive the customers you claim to serve. Ive pasted your response below for reference.
  
  Sincerely,
  
  ******* *******

   

  We reviewed your prior response to the BBB along with your recent follow-up here. 
  
  
  We're sorry to still read of your displeasure. While we are unable to speak to any health concerns, the ingredient information is available on our website for transparency to make the best decision for your needs. If you had any concerns prior to making your purchase o having trouble locating any information, we would have been pleased to assist. 
  
  
  Cirkul follows all of the proper labeling requirements defined by the *** from The Food Allergen Labeling and Consumer Protection Act (FALCPA) for major food allergens. Cirkul flavors do not contain any of the 9 major food allergens outlined in the FALCPA. A "May Contain" label is not used on our products. The FALCPA does not address the use of advisory labeling, including statements describing the potential presence of unintentional ingredients in food products resulting from the food manufacturing process. Cirkul facilities follow all the up-to-date best practices and guidelines provided by the ***'s Current Good Manufacturing Practice (CGMP) regulations.
  
  
  We sincerely apologize if the sweetener option for the items selected does not work for you. As outlined in the terms and conditions on our site, we don't allow refunds or returns on processed orders as our products are consumable.
  
  
  We are still happy to honor our prior offer to share some Sip Flavor Cartridges that may work for you, so if you'd like to take advantage of that, just let us know! I would still be pleased to share my prior offer of $10 E-Gift Card or 8 Free Sips with you right away if you wish to give some new flavors a spin. I understand your frustration with being unable to use some of your Sip Flavor Cartridges, and we would be pleased to share this offer so you can still have some Sip Flavor Cartridges that fit your preferences. 
  
  
  Check out your available Sip flavors here: ***************************************************
  
  
  We noticed that your auto-ship plan is active and was recently rescheduled to 12/6 with some additional flavor updates. We noticed some of these updates do include some flavors sweetened with sucralose as well. If needed, you can adjust your monthly auto-ship order on your profile page anytime prior to your processing date. Just log in to your account at *******************************, select "Subscribed Products" for your next delivery, and then you can increase the quantity or change the flavors in your order. Be sure to click on SAVE CHANGES after you have updated your cart. 
  
  
  Please let us know if there is anything else we can assist you with!

• Initial Complaint

  Date:10/07/2024

  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 ordered seventy something dollars from this company, I thought I ordered a stainless steel cup that was insulated. But it was not. I contacted them and they basically said too bad no exchanges. All I want is the correct cup. They offered me a 5 dollar off coupon to buy another cup. I wont spend another cent from a company that wont return anything. Im a senior citizen on a fixed income and dont have extra money to buy another cup.

  Business Response

  Date: 10/15/2024

  We have sent the customer an email from ********************************** this afternoon to solve the issue at hand.

  Thanks,

  - Cirkul Team
  

  
  

• Initial Complaint

  Date:10/03/2024

  Type:Service or Repair 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 the new tumbler and placed an auto ship order . I have made multiple attempts to cancel the auto ship . I was hung up on by customer service. I have also, attempted to reset my password so I can cancel it my auto ship on the website and they wont respond . I purchased it on an add for ******** but didnt remember the password. In the meantime another shipment went out .

  Business Response

  Date: 10/10/2024

  We have sent the customer an email from ********************************** this afternoon to solve the issue at hand.

  Thanks,

  - Cirkul Team
  

  
  

• Initial Complaint

  Date:10/03/2024

  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.

  Cirkul has the worst customer service. I have been a customer for a while and have multiple of their bottles and have never had issues. So I recently signed up for their subscription and that is when things went wrong. They sent me pods that are clearly not made properly. They were so rich and despite me adjusting the settings they almost made me vomit. When I reached out to customer support they said "While we cannot take back shipped products for a return or exchange, were happy to share a $5 E-Gift Card or 2 Free Sips with you for your next order." There were 24 pods in this batch and I have already gotten sick. I have told them if they don't make this right, I will be filing fraud with my bank and notifying the ***. **************** said that the product is "consumable" and as such they would not be refunding or replacing the pods despite making me sick. I can see why they have an F rating with the BBB. They need to make this right. I am disheartened because I have been a customer for so long and now they don't care that they have made me sick, lack empathy and are unwilling to refund/replace. I will not buy from a company that treats its customers so poorly. I am attaching screenshots from customer care.

  Business Response

  Date: 10/10/2024

  We have sent the customer an email from ********************************** this afternoon to solve the issue at hand.

  Thanks,

  - Cirkul Team
  

  
  

• Initial Complaint

  Date:10/03/2024

  Type:Product 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 bought the new straw circular cup and it isnt putting out any flavor at all I take the cartridge off and put on old cirkul cup and it works so the new straw cup isnt working not sure why and I just bought it like two hours ago at ******* in ****************

  Business Response

  Date: 10/10/2024

  Please email us at ********************************** or send us a message on ******** so we can further assist.

  Thanks,

  - Cirkul Team
  

  
  

• Initial Complaint

  Date:09/30/2024

  Type:Product 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.

  On 9/29/24 I placed an order on the cirkul website for the pre-tax amount of $53.13. My purchase was solely based on a banner stating a free 22oz stainless steel bottle($30 value) if $35 or more was spent. I, therefore proceeded to make selections for a purchase. Once the $35 minimum was reached you could clearly see the free bottle "unlock" in my cart. Once I selected all that I was interested in, it would show that I had 8 items in my cart. Once I got to the payment portion that number would change and you could visibly witness the free bottle disappear from my cart. Everytime I went back then back in it was witnessed. I then proceeded to screen record as evidence in hopes of it being a glitch and the bottle would still be on my invoice. So I proceeded to complete my transaction. Once I received my confirmation invoice, the free bottle was still not there. I then proceeded to email the help link, including the screen recording video. Once I received a reply they informed me that the promotional offer had expired; yet it was on the banner on their website. And I had a recording showing it was in my cart as being free. They decided to offer me a $5 gift certificate if I wanted it, not a bottle as I hoped to receive or a $30 gift certificate to purchase the free gift I was to receive. I **** asked for a refund if I was to not receive the free item and was told that even though it hadn't shipped, they could not return or refund me for my purchase; as that free item was what enticed me to make the purchase to begin with. Not only do I feel like I have been conned into making the purchase and not receiving my free item but I still can't figure the math as to how $5 equals $30. Any assistance for a more equalling resolution would be greatly appreciated. I would either like my money back and the items purchased returned or the free $30 stainless steel bottle I was promised through their false advertising or, more bluntly put, lying.

  Business Response

  Date: 10/09/2024

  We have sent the customer an email from ********************************** this afternoon to solve the issue at hand.

  Thanks,

  - Cirkul Team
  

  
  

• Initial Complaint

  Date:09/30/2024

  Type:Service or Repair 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.

  I purchased a bottle that they advertise can keep water cold for 8 hours. This is my second bottle as my first was stolen. This second bottle does not perform as it only keeps drinks cold for maybe 2 hours (even when filling halfway with ice and working in an office with A/C). I reached out to ask for an exchange and was told I could get a $5 gift card to make up for the bottle which they sell for $40.00 When I asked to cancel my subscription they asked to put it on hold and that they would give me 4 flavors and a 22oz bottle which is 20 oz smaller than the one I purchased. I did not agree to any of it as I would still be getting ripped off. I simply want an exchange or to return my bottle as $40 for a bottle that doesnt do what is advertised is a robbery. I have purchased 5 bottles from them which all work well except for this new one. Sad that they rather lose a customer that has spent over $200 this last month on their products than be fair and exchange or let me return the bottle and refund me.

  Business Response

  Date: 10/09/2024

  We have sent the customer an email from ********************************** this morning to solve the issue at hand.

  Thanks,

  - Cirkul Team
  

  
  

  Customer Answer

  Date: 10/13/2024

   
  Complaint: 22349055
  
  I am rejecting this response because: They offered a $10 dollar credit. Laughable at this point. Just stay away from this companies products. 
  
  Sincerely,
  
  **** *********

• Initial Complaint

  Date:09/23/2024

  Type:Product 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 bought A single water bottle (sepret from the problem) my problem is that I spent about $70-$80 on your flavor sip things that are supposed to last " The = of 6 20oz" but it doesn't **** last 1 and 1/2 of my 12oz bottle.

  Business Response

  Date: 09/27/2024

  Please email us at [email protected] or send us a message on Facebook so we can further assist.

  Thanks,

  - Cirkul Team
  

  
  

• Initial Complaint

  Date:09/20/2024

  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.

  On 9/16/2024 placed an order on the website for 10 sips including 1 free sip and free stainless steel bottles, received a confirmation email, I never received any further updates, order status still showing as paid with no further updates as well, tried emailing for order status update but never got any response, can you please assist

  Business Response

  Date: 09/27/2024

  We have sent the customer an email from [email protected] this afternoon to solve the issue at hand.

  Thanks,

  - Cirkul Team
  

  
  

• Initial Complaint

  Date:09/16/2024

  Type:Product 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 a subscription for Cirkul refills. My August 18, 2024 order (#********) included 23 flavor cartridges. Five of them - all Wild Splash Shark Strawberry - are defective. I contacted *********************************** They advised me to shake them and turn the flavor dial from 1-10 a few times, then try again. This was a temporary fix, as all 5 quickly went back to being defective (extremely difficult to pull a drink and/or giving what tastes like solid flavor without any water). I contacted ********************************** and ***** responded with, "Were happy to add 2 Free Sips in your choice of flavor to your next order for the inconvenience." When I asked about exchanging the 5 defective ones, I was told that's not possible, not will they refund or replace them. I would like to receive what I paid for: 5 Wild Splash Shark Strawberry cartridges (that work - I'm still happy to return the 5 defective ones if necessary).

  Business Response

  Date: 09/24/2024

  We have sent the customer an email from [email protected] this afternoon to solve the issue at hand.

  Thanks,

  - Cirkul Team