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:04/02/2024

  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.

  March 1 2024 i spent ***** on a subscription box (after i already canceled it a month prior)They never sent the subscription box they wont refund me my money (even after ive talked to them three times asking for a refund!!!!!.)It took ALOT to even find a way to contact them because they wont respond to emails AT ALL Company name is Daily High Club and they are scamming people left and right!!!!I told them i was going to the BBB and they DID NOT CARE AT ALL!!!

  Business Response

  Date: 04/06/2024

  Hi there,
  
  We're terribly sorry that your package was lost in transit. We have already sent out a replacement and it should arrive by Monday according to the tracking number. We sent you all the details directly a few days ago.

  We are slightly confused by your BBB complaint. We recently moved to a new support platform so we might have not received all your messages, but the ones we have in our system don't show that you tried to cancel your subscription. You were following up on your March sub box that was stuck in transit with no updates in the tracking.
  
  Did you miss our recent email? Please check your spam and promotions tab if you haven't seen it. Please response to that email with all your concerns so we can address them promptly.
  Customer satisfaction is our top priority and we hate that you have found your recent experience with us frustrating. We will do everything in our power to make up for that and provide you with the Daily High Club standards of service you are used to!
  
  We hope your day only gets better from here.

  
  

• Initial Complaint

  Date:03/21/2024

  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 am a subscriber for a couple years now. I haven't had any issues with their product before. But my latest order arrived broken, and I have been trying to reach out to them by email for over 3 weeks now, but I haven't gotten any response.Very poor business practices and customer service.

  Business Response

  Date: 03/31/2024

  Hey there,
  
  I hope this message finds you well. I wanted to extend my sincerest apologies for the inconvenience you experienced with the damaged item you received in your recent subscription box. As a valued and loyal customer, your satisfaction is of utmost importance to us, and it's disheartening to hear that we fell short of meeting your expectations on this occasion.
  
  Upon reviewing your complaint, it came to our attention that our recent transition to a new support system led to some technical glitches, resulting in us not receiving your emails in our support inbox. I understand how frustrating this must have been, and I truly appreciate your patience and understanding during this time.
  
  Your cooperation, including providing screenshots of the emails you sent us, has been incredibly helpful in allowing our IT department to investigate and address the technical setbacks effectively. Thanks to your assistance, I'm happy to report that we believe we've resolved these issues, and our support system is now fully operational and ready to provide you with the assistance you deserve.
  
  I'm pleased to inform you that we've processed a replacement for the damaged item in your subscription box, and it's already on its way to you. We've taken extra care to ensure that the replacement item is in perfect condition, and we're confident that it will meet your expectations.
  
  Once again, I apologize for any inconvenience or disappointment you've experienced, and I want to thank you for your continued loyalty and support. Your feedback is invaluable to us, and we remain committed to providing you with the exceptional service and products you deserve.
  
  If you have any further questions or concerns, please don't hesitate to reach out to us directly. We're here to help in any way we can.

• Initial Complaint

  Date:06/20/2023

  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 ordered the march,April and may subscription box. I have yet to receive a single thing. Talked with someone and just keep getting were waiting for more to come in so my march box is taking 3 month? And I seen them put more of the item there waiting on up separately on the site to sell. I have patience and get things happen but this is ridiculous and uncalled for. No problem taking my money .

  Business Response

  Date: 07/03/2023

  Hi there,
  
  We are extremely sorry for the delay you experienced. 
  
  I see that your delayed packages have all shipped. However, we received your complaint with the missing items in your package. 
  
  Our support team have been trying to get in touch with your for a couple weeks now to make sure we send you a replacement package containing what you are missing as well as a suitable and matching compensation.
  
  Please take a look at your inbox, you might find our emails in your promotions tab instead. 
  Let us know if there's anything else we can assist you with in the meantime.
  Have a wonderful day!

• Initial Complaint

  Date:11/28/2022

  Type:Service or Repair 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.

  Transaction date: 11/11/22 Order total: $59.99 I received the product 11/25/22 with vital parts missing. (Not hardware needed for assembly, but actual parts of the product missing.)There is no phone number on their website. The contact information I found in the transaction record in my credit card account is for a different company. I tried emailing their customer service email address twice and have not received a response.

  Business Response

  Date: 12/12/2022

  Hi there,
  
  I am so sorry that you received an incomplete order! Order accuracy is incredibly important to us and we will be investigating this issue and following through to get to the bottom of how this could have occurred.
  
  I see that our support team has already created a new order to have the missing items shipped to you. The package is expected to arrive later today.
  
  I'd like to apologize again. We feel terrible that you are having to deal with this inconvenience and delay.
  
  Thank you so much for your patience and understanding. Have a wonderful day! 
  

  Customer Answer

  Date: 12/13/2022

   
  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:11/28/2022

  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.

  Its a subscription you purchase from this company and they send a glass piece and a handful of different things as well. This happened 07/31/22 when I reported the incident. I revived a broken glass piece. I didnt hear anything back so I reported it again and resent another email 08/09/22. I received a response 08/19/22. They stated theyd resend me a new glass piece to replace the broken one I received, but they didnt ask me for an address or any shipping information to be able to do so. I have sent countless emails and I have even kept my subscription going because I thought they were an honorable company and I have been proven wrong. I need an apology, update, something, anything. Its bad business and stealing from a customer that has been with them for so long isnt ok.

  Business Response

  Date: 12/12/2022

  Hi there,
  
  We are incredibly sorry for the delayed response time you experienced and lack of information. Unfortunately the main piece in the July subscription box included an intricate design that caused it to easily break during shipping, hence the available inventory was not enough to replace orders with similar experiences to yours. Therefore we gave our customers the option to wait for the item to be back in stock, or to select a different item as a replacement. 
  
  I took a look at your correspondence with our support team, and it seems you opted for a different item. Your replacement order is in the system and you should receive a shipping confirmation email with the tracking number very soon.
  
  You'll notice that our response time has significantly decreased as we have expanded our team to better serve our lovely customers. If there's anything else we can help you with, please don't hesitate to reach out at any time. We are always happy to help :)

• Initial Complaint

  Date:11/09/2022

  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 ordered a subscription from this company and they will not give me the products that I have already paid for. Ive contacted their customer support 5 times over the course of a week with no response. Ive contacted all social media teams and received only a response instructing me to contact the non-responding email. After reading reviews from other about this company, I have extreme regret handing them over 6 months worth of payments in advance. Horrible business.

  Business Response

  Date: 11/13/2022

  Hi there,
  
  We appreciate your patience for our support team to get back to you.
  Our support team got back to you before the weekend informing you that the package had been shipped and expected to be delivered on Monday the 14th of November.
  
  We're sorry to hear that you chose to cancel the subscription. We understand how frustrating this must be given that our response time is higher than the normal currently. We assure you that we are doing our best to get back to our fast response time. 
  Our support team have cancelled and refunded your subscription. 
  
  If there's anything else we can help you with, please don't hesitate to reach out. 
  Have a great day, and enjoy your new DHC goodies!

  Customer Answer

  Date: 11/14/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is somewhat satisfactory to me. Please let the poor customer service response and timing reflect poorly upon their BBB rating as they only did good by the customer when action was taken through the BBB - something that shouldnt have to happen. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/02/2022

  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 had purchased just over $100 worth of product, I loved all of them.The issue is that one of the items (valued at $44.20) shattered and was completely destroyed before its first use.I have tried to contact the company multiple times to get a replacement for this, but have not received any communication back.I have reached out the their customer service 3 times, to their general inquiry once, and via their ******** messenger twice over the last 2 weeks. Both times I did messenger, they informed me someone would be reaching out to resolve this issue, but other than this, I have received no contact from this company.I find it ridiculous that I would spend so much, have an issue with one of their products and get ghosted by them.

  Business Response

  Date: 11/13/2022

  Hi there,
  
  We appreciate your patience while our support team reviewed and responded to your inquiry. 
  
  It seems with the photo and description you have provided of the incident, it was deemed that your item was damaged due to user error. 
  We know how frustrating this feels, we have all been through similar heartbreak. Unfortunately due to the nature of products we sell, the fragility of the glass results in such situations to occur on occasion. As thick and durable the glass is, at specific angles and on specific surfaces the glass will break. 
  
  We wish that there was something more we can do to assist you in this matter. 
  
  Please don't hesitate to let us know if you have any questions or concerns. Our support team are doing their best to get back to each and every one of our loyal customers as quickly as possible.
  We hope your weekend only gets better from here.

  Customer Answer

  Date: 11/16/2022

   
  Complaint: 18349852
  
  I am rejecting this response because: I disagree with user error. I high quality product, like I was advertised to be receiving should have survived the less than 1" drop that. It should NOT have shattered in the way that it did.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 11/19/2022

  Given the material used in most of our products, glass, broken glass is something we encounter often, and we have a qualified product team that investigates each claim. Though we hate giving the bad news of not being able to replace a broken item, we still have to do so. In this specific case we took the extra time to run the case by multiple members of the product and support teams, but unfortunately there was nothing further we could offer the customer in this situation. 
  
  While the customer was cleaning the item, it fell in the sink and shattered. The item is made out of glass, this particular piece was not made with thick glass which would be more durable. This is a mid-range product that is cost efficient and durable to an extent.
  
  The customer sent in a picture of the damaged item in the sink. Our product team looked at the picture and were unable to find any visible defects.
  The damage on the item shows that the top made contact with the sink, the top is of an irregular shape for decorative and functional reasons (a mouthpiece) which would result in the irregular part to roll the item further in the sink with a higher momentum, further damaging the unit.
  
  When dealing with glass, fragility is always a factor to take into consideration. Some glass items are made to be durable, but the durability is limited due to the nature of the material used. 
  The image provided by the customer fits the analysis provided by our product team, therefore it was deemed to be user error. The customer is not questioning the incident but the possibility for the glass to be defective due to the fragility. However, the unit was not advertised to have thick glass, and most items would have gotten damaged from such a drop angle. 
  

• Initial Complaint

  Date:11/01/2022

  Type:Service or Repair 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 two monthly subscriptions to daily high club. The one subscription theyre charging me for the months box but then not sending it so Im just tryna get my money back. They also have sent a box where the glass inside was all broken and it was missing products that were included in the box. Theyre impossible to get a hold of because its only via email (which Ive written 10+ with no response!) or messaging them on instagram (also did 10+ times and they keep saying theyll get back to me.) I canceled both subscriptions but nobody wants to give me the money back for the boxes I didnt get, or incomplete/broken boxes.

  Business Response

  Date: 11/13/2022

  Hi there,
  
  We're sorry for the delay in response you have experienced. Unfortunately our support inbox is packed, and our support team and working overtime to get back to each and every one of our amazing customers. 
  
  I took a look at your emails and I saw that we had gotten back to you. However, our team were not aware of the BBB complaint you left so they did not know that you received damaged items in your October box, only that you were missing your September box.
  
  I took a look at your order and I see that all boxes were delivered besides the September box, which our support team have placed a replacement order in the system for you.
  In regards to your October box, our support team are awaiting your response with images of the damaged items (if available) and of the products you received so we can send you the missing items.
  
  We highly appreciate your understanding and patience. We adore our loyal customers and look forward to servicing all your smoking needs.
  We do our best to answer all your questions or concerns as quickly as possible, so please don't hesitate to reach out :)

  Customer Answer

  Date: 11/14/2022

   
  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:11/01/2022

  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 October 5th I order from daily high club I ordered the ELPRIMO subscription box order number #****** for $40.77 it was shipped out on October 24th tracking number #********************** it was delivered on October 28th the glassware that was in there came broken emailed customer service at the provided email and no response. Im looking to get a full refund. They only seem to care about influencers and not real customers.

• Initial Complaint

  Date:11/01/2022

  Type:Customer Service 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 signed up for a 6 month membership in March 2022. DHC Supply renewed my 6 month membership without my authorization in September 2022. I emailed them 8 times since September to cancel my membership and they do not respond. I also tried to delete my credit card information on their website which it won't allow me to delete my information. This company needs to respond and confirm that my subscription is cancelled and credit me back for the 6 month membership I did not approve. I have emailed their email: ***************************** with no response. There is no phone number to reach them. I even Instagram messaged their President with no response.

  Business Response

  Date: 11/13/2022

  Hi there,
  
  We're sorry that we were unable to get back to you sooner.
  When you purchase a subscription, you allow it to auto-renew every period. Through the subscription portal you can pause, cancel and edit your subscription. 
  
  I took a look at your subscription and see that you have cancelled the subscription through the portal indeed. However that was after the subscription was renewed, therefore the 6 months from September was paid for, and the renewal on March was cancelled. 
  
  Our support team have gotten back to you before the weekend and assisted you in ensuring the cancellation of the orders, as well as refunding you for the September subscription. Your refund is currently being processed but you should receive confirmation during this workweek.
  
  If there's anything else we can help you with in the meantime, please don't hesitate to let us know.
  We highly appreciate your continued patience and understanding. We hope you have a wonderful weekend and enjoy your new DHC goodies :)
  

  Customer Answer

  Date: 11/19/2022

   
  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,
  
  *******************