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:10/27/2022

  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.

  I made a recent purchase through this company, I purchased multiple glass items and a metal tray. When I received my purchase the glass items were shattered and the tray was caved in from being shoved into the side of the box. I immediately went to the website and used the contact us method to send an email to the ***************************** customer support. After sending multiple emails with the order number, pictures and details of the issue I never received a reply back. I then reached out to them via messenger multiple times and have only received one reply from the first attempt that they would forward the issue on to the Care team. There is a ********************************************************************************** that 14 day period they just ignore your communication. I highly suggest that everyone make their purchases else where. Once they have your money they do not care if you get your items and they diffidently don't care about making the order right. I gave them multiple chances to correct the bad experience that I was having with them and they have chose to ignore me.

  Business Response

  Date: 11/09/2022

  Hi there,
  
  We're sorry that your order arrived in that state. We take extensive precautions to ensure that items arrive in pristine condition, however due to the nature of our products, shipping accidents still occur on occasion.
  
  I took a look at your orders and the correspondence you've had with our support team. It seems that it took us a while to get back to you, and when we did, we had the issue resolved right away as a replacement order was placed in the system the same day. It seems that it is still being packed up as I write this response, so you should get a tracking number soon.
  
  Please don't hesitate to let us know if there's anything else we can help you with in the meantime. Our support team are currently experiencing a high volume of messages on a daily basis which is the reason behind the increased response time, but we are working overtime to ensure that we get back to each and every request and quickly and efficiently as possible.
  
  We hope you have a great week and enjoy your new DHC goodies!

  Customer Answer

  Date: 11/15/2022

   
  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:10/21/2022

  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.

  I purchased a subscription box from the company it was then delivered to the incorrect address by the carrier, I sent the claim from the carrier to the company and have been trying to contact them for weeks with no luck in getting a response? I spent $39.00 on my box and would like my issue resolved.

  Business Response

  Date: 10/30/2022

  Hi there,
  
  I am so terribly sorry about the delay of our response to you. We have experienced a myriad of fulfillment, technical, and staffing issues all hitting us at the same time resulting in a breakdown of service to a completely unacceptable level. Therefore our support team are doing their best to get back to each and every customer who reached out and still is. 
  

  Our support team have reached out to you in order to have a replacement package sent out according to your preference. 
  Again, we apologize for the inconvenience you have experienced and we look forward to doing whatever we can to make things right. 
  
  Thank you for your patience and understanding,

  Customer Answer

  Date: 11/01/2022

   
  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. If you have any of the October 2021 boxes left or the October 2022 either one would be a sufficient replacement ** very much for your response.

  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:10/17/2022

  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 purchased a subscription box from Daily High Club on 09/01/2022 for $40.30. I received a shipping notification with tracking information from the vendor on 09/19/22. I checked the tracking information multiple times after 09/19/22 and found no updates so on 10/05/22 I replied to both my order and shipping confirmation emails from the vendor, no reply received. I sent a follow up email on 10/07/22, still no reply. I decided to reach out the following week via Instagram by posting comments on a few of their posts and sending them a direct message on 10/13/22. I received a reply to my DM asking for my contact information which I replied to with screenshots of my email. I was advised my complaint was logged and someone would reach out, still no reply from customer service. I started receiving multiple replies to my comments on IG regarding the issues with my orders and how others were experiencing the same, I recorded many of the comments and by 10/16/22 I found that all of had been deleted. I reposted my screen recordings on various platforms on the evening of 10/16/22 after DMing the vendor on IG again. I am looking for assistance recovering my funds and making people aware of their poor customer service and total disregard for paying customers.

  Business Response

  Date: 10/30/2022

  Hi there,
  
  We appreciate your continued patience and understanding during this delay in shipping and support. As per your request, we have cancelled and refunded your order in full.
  We have recently undergone a warehouse move which unfortunately did not go as smoothly as planned. We are currently doing our best to get these issues worked out as quickly as possible.
  
  We know that this does not change the experience for the customers currently affected, such as yourself. 
  I assure you the situation is only temporary and we are doing our best to get back to providing the *** experience that you can rely on daily.
  
  Our support team got in touch with you on the 17th of October letting you know that the package seemed to have been lost in transit as our warehouse team handed over the package to ***** We wanted to send you a replacement, however you chose to cancel and refund due to the added inconvenience which we are extremely sorry you went through. We will be happy to answer and questions or concerns you may have.
  We hope your week only gets better from here.

• Initial Complaint

  Date:10/13/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order with business on sept. 06 2022 and was charged for it promptly two days later on sept. 08 2022 in the amount of $30.54 without anything being shipped which is against the law. I have tried to contact this company countless times to no avail. After doing research i see they have a history of doing this to people and committing fraud. This company steals money from people and is a criminal organization and i hope this helps others from not happening to them. i am demanding a full refund from this unscrupulous company.

  Business Response

  Date: 10/22/2022

  Hi there,
  
  We're sorry for the delay in fulfillment you have experienced. Since the warehouse move we went through earlier this year, we have been working on restoring the speedy order fulfillment and customer support that our loyal customers are used to. Unfortunately this has turned to be a longer process than anticipated and significant delays have been occurring recently especially with the current state of shipments in the country.
  
  I took a look at your order and correspondence with our support team. It seems that there was a system error that caused this delay.
  Our support team have reached out to you in order to get this resolved as well as offer you compensation that you find suitable and satisfactory. 
  We know that we have a lot to make up for, and we hope you give us another chance to show you what we are capable of.
  
  Please don't hesitate to respond to our support team if there's anything else we can help you with.
  We hope your week only gets better from here :)

• Initial Complaint

  Date:10/13/2022

  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 was receiving a monthly subscription box from them. I tried to cancel and had difficulty for a few months. I contacted customer service in July the first time. At this date, I still have not received the remaining boxes that I paid for. I have made many attempts to contact them regarding this. I am getting no answer. They're a shipping label with tracking and it's been sitting waiting for departure for a month.

  Business Response

  Date: 10/22/2022

  Hi there,
  
  We really appreciate your continued patience and understanding.
  
  Unfortunately our support team are experiencing a high volume of calls and messages on a daily basis which has increased the response time significantly.
  I took a look at the communication you have had with us and it seems our support team have cancelled your subscription as requested as well as direct you to the subscription portal where you have manage your subscriptions right away.
  
  I took a look at your orders and it seems that your July and August boxes we delivered, however the final box of September should have also been delivered but it does not show any updates to the tracking. Our fulfillment team assured us that the package was sent out, so it seems the package got lost in transit. Don't worry, our support team are aware of the situation and are working on getting it fixed for you ASAP. 
  
  Our support team will personally update you with any changes and updates to the status of your order, in the meantime please don't hesitate to let them know if you have any questions or concerns.
  We hope your week only gets better from here.

  Customer Answer

  Date: 10/24/2022

   
  Complaint: 18192871
  
  I am rejecting this response because: this is unacceptable from a company. I have had to chase and chase for any response at all. Please send me my box and a refund. Under no circumstances should I have to correspond for months just to get what I paid for. 
  
  Sincerely,
  ***************************;
  *****************************

  Business Response

  Date: 11/04/2022

  Hi there,
  
  We're sorry that you are going through this frustrating experience. Our support team have been overwhelmed by the high volume of messages incoming on a daily basis that our response time has increased significantly. We understand how unacceptable and inconvenient this is on our loyal customers, which is why our support team have been working overtime to get back to each and every single message as quickly and efficiently as possible.
  
  Our subscription boxes are shipped monthly, the process starts on the 15th of every month where orders are fulfilled depending on the shipping queue of when the order was placed. Your September box was shipped on the 20th of September as it is in the earlier orders made for this month. However it seems that **** lost the package before it arrived to the sorting facility. Our warehouse team tried to help find the package through a **** investigation, but unfortunately it was unsuccessful. A replacement order has been placed and should ship out as soon as possible. Apart from this order, the other packages were sent out within a similar timeframe.

  We hope your week only gets better from here, and that you enjoy your new DHC goodies.
  Our support team are always happy to assist, especially as we get caught up on the backlog of messages in our inbox and are able to go back to our fast response time.

  Customer Answer

  Date: 11/07/2022

   
  Complaint: 18192871
  
  I am rejecting this response because:
  All you have offered to make up for these poor business practices is an apology. I've had to CHASE THIS COMPANY FOR MONTHS NOW even for just a response.  I do not accept this apology as a solution. Please do better.
  Sincerely,
  
  *****************************

  Business Response

  Date: 12/12/2022

  Hi there,
  
  We are sorry that you had a less than satisfactory experience with us.
  
  Unfortunately when you placed the order and encountered the issue, our support team were overwhelmed with the high volume of messages that we were receiving on a daily basis due to the issues that came up during our warehouse move earlier this year. Since then, we have expanded our team to better handle that volume, as well as improving our operation tactics to minimize the transitional period effects.
  
  We know that this does not change the experience you have had, and though your replacement package was delivered and a compensation was also included, we understand that it was a stressful and inconvenient experience for you. We hope to be able to show you the true DHC experience that our loyal customers are used to, as your experience was an outlier during these unusual circumstances.
  
  Please don't hesitate to let us know if there's ever anything we can help you with.
  We hope that your week only gets better from here.
  
  Happy Holidays! 

• Initial Complaint

  Date:10/13/2022

  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.

  Hello i bought 2 subscription boxes from this company. One on july that came broken and they said they was gona send me a replacement and never did. And another one on September, none of them shipped to me. And on there website status says its still unfulfilled. At this point i just want a refund.

  Business Response

  Date: 10/22/2022

  Hi there,
  
  We're sorry for the confusion and frustration you have experienced. We really appreciate your continued cooperation with our support team. They have reached out to you again to explain the situation and make sure we are on the same page.
  
  I'll write up a little summary here of the situation to respond to the screenshot you sent regarding the orders under your account.

  The first order you cancelled and got fully refunded, you then placed a new order which got fulfilled. Unfortunately the main item arrived damaged during shipping. The following 2 orders on the list were of the broken item to send as a replacement however due to the item being out of stock, the orders got cancelled instantly - in the screenshot it only shows them as unfulfilled but not that they were cancelled (however if you click on the order on the list you should get all the order details). We informed you of the situation and gave you an estimate restocking date, you preferred not to wait and chose a different item, which we sent out in the next order and it got delivered on October 12th. 
  You also placed a new order on September 20th which has been delivered.
  
  The replacement you are referring to was delivered after you filed this complaint, however it had shipped out before.
  We hope this quick summary explains the situation.
  
  All the open orders have been fulfilled, the 3 unfulfilled orders were cancelled as explained above.
  
  If you have any questions or concerns, please don't hesitate to reach out to our support team, they are always happy to assist you.
  We hope your week only gets better from here and enjoy your new DHC goodies!
  

• Initial Complaint

  Date:10/13/2022

  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.

  Daily high club sent broken items, and did not ship a full shipment. They refuse to answer emails, when emailed on social media they block you from their social media. I just want a refund.

  Business Response

  Date: 10/22/2022

  Hi there,
  
  We highly appreciate your continued patience and cooperation during this whole ordeal.
  
  We take extensive precautions to ensure our items arrive in pristine condition, however due to the nature of the products, shipping accidents do occur on occasion.  
  I took a look at your correspondence with us and I see that our support team have reach out and are working on getting a replacement package sent our ASAP!
  
  We know that it took a little longer than normal to get a response, unfortunately our support team are experiencing a high volume of emails and calls on a daily basis, therefore their response time is significantly more than average. I just want to assure you that we are not refusing, ignoring nor blocking your correspondence. It is just taking us some time to get back to you is all. But our team is working extra hard to ensure all issues get resolved as swiftly as possible.
  
  Again, we apologize for this inconvenience and extra delay. We know how frustrating this has been.
  Our support team will personally follow-up regarding your replacement package, please don't hesitate to let them know if you have any questions or concerns. They are always happy to help as soon as possible.
  
  We hope your week only gets better from here :) 

• Initial Complaint

  Date:10/05/2022

  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 bought my package the 6th of June this year, the order being #******.The **** tracking number is UM620493076US.My package never arrived and I was promised a refund, I have been calling them and emailing them nonstop but they do not reply.I am not the only having the same problem, it seems like this website is a scam.

  Business Response

  Date: 10/12/2022

  Hi there,

  We appreciate your continued patience and understanding during this ordeal.
  
  It seems that you switched to a different bank account than the one used to place the order. Therefore your were unable to see the refund reflect in your financial statements.
  Our accounting team have doublechecked that the refund went through from our side and since the transaction did not bounce back then your bank allocated the funds in your account. It is possible that this is a system error from their end which is why our support team requested you contact your bank for further information.
  
  We are here to help and will provide you with any documentation or proof needed to assist your bank in locating the funds and transferring it to your new account.
  
  We hope your day only gets better from here :)

• Initial Complaint

  Date:10/03/2022

  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 just got sent from the *********** Better Business Bureau to you and now I'm going to send you all the emails from me to them. I still have no resolution. I Need help not i keep be passed along, from your company!!! Why this is so not professional

  Business Response

  Date: 10/12/2022

  Hi there,
  
  We really appreciate your patience during this additional delay.
  I took a look at the replacement order we sent out and it shows that it has been delivered with the extra goodies we added in there for you ;)
  
  We know that this has taken some time, but unfortunately it's a little harder than anticipated adjusting to the warehouse move we made earlier this year. Our fulfillment and support teams are doing their best to ensure the customer experience during this transition meet the standards we pride ourselves with. I know that you are a new customer and didn't get to experience our swift support and shipping times, but we hope to be able to service you again in the future when we have all these issues worked out.
  
  If there's anything at all that we can help you with, please don't hesitate to let us know.

  We hope you're having a great week enjoying your new DHC treats!

  Customer Answer

  Date: 10/12/2022

   
  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:09/27/2022

  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 have a subscription service from this company and received damaged products on 9/2/2022. Per their policy, damaged products must be reported with pictures within 14 days of arrival. I notified the company of the damaged products on the same day I received them. I have sent 3 follow up emails and have heard nothing from the company. Below is directly from the companys website. If you did not include ************************ at checkout: We offer a free replacement for any glassware/bongs/dab rigs/etc. that arrive broken. We also replace any items missing from your box. Send pictures of your package and broken, unused glassware to ***************************** within 14 days of a packages arrival.I followed the criteria to receive a replacement and have yet to get an email back, replacement, refund, or tracking information for a replacement. This is not the first time the company has ignored my support emails. In July, my subscription box never came. Multiple emails I sent were ignored until they sent my box and it arrived, only then did they email me back to tell me that it was delivered. Order number #****** Tracking link: http://trackshipment.***********.com/?branding_id=************************************&carrier_code=usps&tracking_number=9400111899223420657328&order_number=NTAwMjU2&**********************&locale=en

  Business Response

  Date: 09/30/2022

  Hi there,

  We're sorry to hear that your piece arrived in such a state. We do our best to ensure all items are wrapped in a way that minimized the chance of damage during transit. However, shipping accidents still happen with glass products. Therefore, we have an easy system that rectifies any similar issues.

  We have received your report of the damaged item, and we highly appreciate your cooperation in providing us everything we need.

  It took us a little time to see your emails as we are facing a high volume of support tickets caused by the delay we are experiencing due to the warehouse move we made earlier this year.
  
  Looking at your support ticket, I see that our support team have already issued a replacement order that will be fulfilled as soon as we receive inventory for the damaged item. You can find further details regarding this issue. We hope you take advantage of the compensation we sent you while the replacement order is on its way.

  Please don't hesitate to let us know if there's anything else we can help you with.

  We hope you have a wonderful weekend!