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:06/18/2025

  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 May 26 I purchased a Daily High subscription box for $29.99 plus $7.99 in shipping. The box includes smoking accessories and other *** merch. When the box arrived on June 4th, I found the glass bowl to be broken. I messaged them the same day with a picture of the broken bowl and on June 8th they said they would send a new one. The new bowl arrived June 17th and it was also broken. I sent them an email letting them know along with the picture of the broken bowl. They responded June 18th and said they don't have another bowl to send would document my issue for the future. That was it. I let them know it was unacceptable to take my money and send broken merchandise with nothing in return.

  Business Response

  Date: 06/25/2025

  Hi *****,
  
  The replacement was sent out and is marked as delivered! Hope you're enjoying your new DHC box!
  
  I took a look at your support interactions and it seems there was some confusion from our end which caused some friction. I've escalated the situation to our management team to see how we can improve and provide a smoother customer experience.
  
  Unfortunately with glass products, shipping accidents happen on occasion. It's not frequent that the replacement also arrives damaged, but we're glad we were able to get another replacement out and delivered within the same week.
  
  I assure you it was never our intention to mislead you.
  If there's anything else we can assist you with, please don't hesitate to reach out.

   

  Have a great day!

• Initial Complaint

  Date:05/12/2025

  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 my items on the 21st there is a graphic to order in the next 2hours to get 4 day shipping. I order my products completed the order then after it said it would come after 10 days. I email the after close to a week to see if it was coming because it was a gift. I got a answer and it made it seem that I would get a tracking number soon. 2 weeks later no tracking number and they stopped responding to emails.

  Business Response

  Date: 05/19/2025

  Hi there,

   

  Full refund has been issued in addition to compensation for the inconvenience. 
  
  We're terribly sorry for the delay in processing you experienced. It turns out the items were out of stock but due to a staff error we were unable to notify you in time. 
  We reached out to you and sent a few alternatives for the items you ordered. As per your request, we've canceled the order and issued a full refund.
  
  Again, we appreciate your patience and understanding during this transitional stage. This is far from the norm here at DailyHighClub, and we are working extensively to ensure this does not occur again.
  
  Have a great day!

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23312433
  
  I am rejecting this response because: i did get refunded.  but definitely not compensated change your reply please to reflect the truth thank you.
  
  Sincerely,
  
  *** ******

• Initial Complaint

  Date:05/05/2025

  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.

  So on 12/01/24 I ordered two of those themed boxes. After three days of no update on the package I reached out to customer service thru the live chat feature on their website. After looking into it they told me that it had been lost in transit and I wouldn't be getting that order. I was then told that they would send me a new order with same boxes in it, and even allowed me to pick another one to replace the original box that was now sold out, and also to help apologize for the inconvenience they would also be emailing me a code that would be good for 50% off my entire cart order no matter what was in the cart. Well here it is now may 3rd, five months later and no discount code. I've tried 3 times to reach out to customer service(fourth time just before filing this) and no response. What really gets me is the fact I was told and made to feel like they really cared about their customers and my concerns and I wanted to give them the benefit of the doubt that I didn't even report to them that when my package came that one of the products was broken. The one that I was looking forward to the most in that particular box. In my attempt to reach them I've made it very adamant that I understand things happen, new employees still make mistakes or promise things that aren't possible/achievable. But that shouldn't fall on me, and should be honored. I've even offered alternative solutions if that 50% discount was told to me wrongly. There's currently a limited addition box available that I've known was coming for three months and was planning on buying, plus I was gonna sign up for their elite membership yearly plan as well, for as Ive told them that I still want to use their site, for I love their products and their customer service, and if they would respond and be honest and accepting of their mistake and either give the discount I was told I'd be getting or be open minded to alternative solutions I've offered. Which none include anything free, just a discount. Please help

  Business Response

  Date: 05/13/2025

  Hi there,

  Thank you for reaching out. It would be more efficient to contact us directly since we are able to discuss more details and take action faster.

   

  I took a look at your order and it seems that the package was lost in transit, which means **** either lost the package, or it was not delivered to you. In this case we confirm the issue and send out replacement as quickly as possible, as was the case here. First we reached out to **** to try and locate the package, when there was no success we created a replacement order on the 12th of December (3 days after you initially reached out). The replacement was shipped out the next day, and delivered December 24th. Given that it was peak holiday season, **** were facing delays due to the large volume of packages being sent.

   

  I have combed through all the live chat conversations you have had with our team and I am unable to find any mention of a discount. I have uploaded a copy of the conversation you had with our team, where the package was declared Lost in Transit and the resolution was decided and agreed upon by you. Please let me know if I'm missing something here.

  
  We're always happy to welcome more members to the Daily High Club, we'd be able to offer you a special deal due to the inconvenience you've experienced during your last order. 
  Also, we stand by our products, send us a picture of the damaged glass you received and we'll send out a replacement piece right away!

• Initial Complaint

  Date:05/05/2025

  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.

  They do NOT ship items after collecting payment.

  Business Response

  Date: 05/13/2025

  Hi there,

   

  A Full refund has been issued to your account.

   

  It seems when you placed the order, you did not put a valid street number. Your order was split into 2 packages and the first one was sent out the next day. We noticed the error shortly afterwards and held the rest of your order at our warehouse as we confirmed your address.
  
  We reached out to you via email on April 22nd in order to confirm the address and send the items accordingly, you responded with the corrected address and we informed you that we will follow up with the new tracking numbers. However, before we could do anything, you reached out through multiple channels demanding a refund due to the shipping delay. This caused some confusion from our end as we were working towards redirecting the package that was already shipped out, as well as sending out the rest of the items. Nevertheless, we've canceled your order and issued a full refund.

  
  If there's anything else we can assist you with, please don't hesitate to let us know.
  Have a great day!

• Initial Complaint

  Date:04/22/2025

  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 a glass piece off daily high club on the 15th, they said it should be here around the 21st. I go on Shop to track my order and it still says preparing shipment. I also go on to daily high club to track it and it says they failed to pull up my order, i emailed them and still no response. I just want my piece and thats it.

  Business Response

  Date: 04/27/2025

  Hi there,

   

  We are terribly sorry for the delay you experienced. Due to the huge 420 sale we had going on, our warehouse and support team were dealing with a high volume of orders and requests. 
  
  I took a look at your order and I see that it was shipped out and is expected to be delivered on the 29th of April.
  You can review all the shipping details using the **** tracking number: 9434611106150583287699
  
  Thank you so much for your patience and understanding. 
  Hope you had a lit 420 Easter weekend! :)

• Initial Complaint

  Date:12/20/2024

  Type:Delivery 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.

  Placed order on beginning of December. Received notification of shipping label being created on 12/13. Item was NEVER shipped. **************** on the 18th attempted to blame **** when I finally received a response. I called *********** confirmed that it has not been shipped by ***. No responses as to why from *** customer service. Now it will not make it before the 25th & its a Christmas item. How do you create a shipment label on the 13th but never ship it?!? And its a December/Christmas box. I need my package before 12/25 as its a gift. Shipping out my item express & making sure it arrives to me before 12/25 is the only thing that will rectify this, please. Thank you.

  Business Response

  Date: 12/21/2024

  Hi there,
  
  Your order was shipped out on the 13th of December and was handed to ****. Due to the holiday season, they are dealing with a high volume of packages, many of which face a delay in delivery and they often skip scanning packages at every step.
  
  We understand your frustration, especially when speaking to the **** team who are only able to provide input based on what's on their system. Since the tracking did not update, they told you that the package wasn't handed over yet. We only create shipping labels as the shipping carrier arrives to collect the batch of packages. The tracking update does not change until the package is accepted at their local facility. 
  
  Given that the tracking hadn't updated for a week, we created a replacement order to try and get this in your hands as soon as possible. Even with express shipping, timely delivery cannot be guaranteed during this seasonal rush.
  
  Fortunately, the original package we sent out got a tracking update and it estimated to be delivered by the 24th of December. 
  You can take a closer look at the tracking update to see that it was not scanned for several days as the package was being delivered to you. The package got sent from out warehouse in **, and the tracking only updated when it arrived in *** 
  
  We've always got your back, and we're happy that you'll be getting your package on time. 
  This is a great Christmas gift and a definite crowd pleaser! Happy holidays ??
  
  [**** tracking number: **********************]

  Customer Answer

  Date: 12/23/2024

  **************** finally sent item, item was sent priority & arrived. They followed up with excellent customer service. Case closed. 

• Initial Complaint

  Date:11/25/2024

  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.

  Ordered a packaged and the express shipping just for my package to still be late and me not have anything. Contacted your customer support just to get led in circles. S***** thing to do to a customer paying $200 for something.

  Business Response

  Date: 11/27/2024

  Package delivered on the 25th of November.
  
  Hi there,
  
  It seems you opted for priority shipping, which with **** is 1-3 business days. However, it seems there was a delay and your package took 6 business days instead. 
  
  We are terribly sorry for this delay, we are unsure why the package was held at one of the **** facilities for 3 days before it got sorted and sent to you. You'll notice in the tracking history, the package got sent out and arrived at the facility in *********, then it got sent out on the 19th to arrive in *********** on the 23rd. Once it reached *********** it got delivered within 2 business days. 

  Although we are unaware of the reason causing this delay, we agree that this is not the service you paid for. As such, we've refunded the shipping cost in its entirety.
  We hope you enjoy your new DHC goodies, and we hope to see you again soon.
  Have a wonderful week ahead :) 

• Initial Complaint

  Date:10/15/2024

  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.

  Purchased my subscription box from this company on September 29, 2024. I paid $37.98. They emailed me a conformation email stating explicitly on the email to please allow up to three weeks for order fulfillment. This is now the second time they have completed chosen to fail in following through with the promised serviced. The last time I made a purchase with the company on June 29, 2024, the company chose then to take their sweet time sending me my product. When my next order automatically fulfilled, they even then chose to send me the same exact item (which, also, came to my house faster than the box I ordered 4 weeks prior).

  Business Response

  Date: 10/16/2024

   Hi there,
  
  
  Thank you for taking the time to share your feedback, we take these complaints very seriously. Lets take a look at your order timeline the past few months:
  
  
  April 1st Shipped April 9th Delivered April 19th
  May 1st Shipped May 2nd Delivered May 13th
  June 1st - Shipped June 4th Lost in Transit
  June 29th Shipped July 1st Delivered July 5th
  June 29th Shipped July 1st Delivered July 9th
  September 29th Shipped October 8th Delivered October 15th
  
  
  Youll notice that all orders were shipped within the 3 weeks, in fact, the longest it took an order of yours to be shipped was 9 business days, while the rest got shipped within a few days.
  
  Please keep in mind that the processing time does not include the shipping time, as that differs based on the shipping method selected at checkout.
  
  
  We suspect you are not getting the shipping confirmation emails as youve reached out to us a few times while the order was already in transit. Please make sure to whitelist our emails so they do not get lost in the spam or promotions tab.
  
  
  In regards to your June box. It seems that although the box was shipped out on the 4th of June, it was lost in transit and we were not aware of this until you reached out to us on June 29th. As such, we created a replacement order in the system and sent it out with expedited shipping.
  However, at the same time, you placed an order for a new subscription plan. Thats why you had 2 orders on June 29th, the replacement order for the missing package and the new order you placed. Both of these orders were for the June box.
  
  
  You reached out to us about this and we explained the situation and that you had 2 active subscriptions at the time. So we went ahead and cancelled one for you.
  You skipped the July and August boxes, and your September box was shipped as scheduled.
  It got delivered yesterday to which you reached out informing us that one of the items arrived damaged. We immediately created a replacement order for that item and it should ship soon.
  
  
  I hope this breakdown clarifies the situation and addresses your concerns. As always, our support team is here to help, so please dont hesitate to reach out to us at any time.
  Enjoy your new DailyHighClub goodies!

• Initial Complaint

  Date:04/09/2024

  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 made an order March 9th for a glass product they sell. When it arrived it was completely shattered (there was no fragile sticker or bubble wrap etc inside) I have contacted them over a dozen times through their customer service email address, through ******************** messages with not a single response. I just want a refund at this point

  Business Response

  Date: 04/20/2024

  Hi there,
  
  We're sorry to hear that you received a damaged order and experienced troubles reaching us to report it. We had been going through a transition to a new support system when you encountered your error therefore there was a bit of a delay in response. In addition to that, it seems our initial replies got lost in your spam or promotions folder which further delayed a resolution.
  
  We're happy to report that, as per you request, a replacement has been sent out and is expected to be delivered soon according to the tracking number.
  
  If there's anything else we can assist you with in the meantime, please don't hesitate to let us know.
  We're sorry for the frustrating experience, we assure you that is far from the regular Daily High Club experience our customers are used to.
  
  Have an amazing weekend and enjoy your new Daily High Club goodies!

• Initial Complaint

  Date:04/09/2024

  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.

  The order# ****** placed on March 2 arrived broken. I have sent 5 emails, and many ********* and ******** messages for almost a month, and still have not even received a response. I have also tried commenting on their ********* post asking for help, and they delete my comments. I do not understand why as I have been a long time customer that has spent thousands, and this is the first issue I have had. Very disappointed to know this is how they treat customers. I have done everything I can do on my part. I should not have to be stuck paying for a broken product. I would just like my order either replaced or refunded asap.

  Business Response

  Date: 04/13/2024

  Hi there,
  
  We sincerely apologize for the inconvenience and frustration caused by the damaged item in your subscription box. It deeply saddens us to hear about your negative experience, especially as a valued long-time customer. Please know that your satisfaction is our utmost priority, and we're committed to making things right for you.
  
  Due to a recent transition to a new support system, we encountered some technical challenges that resulted in delays in responding to customer inquiries. We regret any oversight on our part and truly appreciate your patience and understanding during this time.
  
  Rest assured, we've already processed a replacement order for the damaged item, and it's on its way to you as quickly as possible. Additionally, we'll ensure that your future interactions with us are smooth and hassle-free.
  
  Once again, we apologize for any inconvenience caused, and we're grateful for your continued support and loyalty. If there's anything else we can assist you with, please don't hesitate to reach out to us directly.